Framework 8.0 T-Server for Alcatel A4400/OXE Deployment Guide

440 Pages·2009·2.7 MB·English

by  Genesys Technical Publications

Framework 8.0
T-Server for Alcatel
A4400/OXE
Deployment Guide
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Document Version: 80fr_dep-ts_a4400_09-2009_v8.0.001.00
Table of Contents
List of
Procedures .................................................................................................................11
Preface ................................................................................................................. 15
About T-Server for Alcatel A4400/OXE...................................................15
Making Comments on This Document....................................................16
Contacting Genesys Technical Support...................................................17
Part 1 Common Functions and Procedures........................ 19
New for All T-Servers in 8.0.....................................................................19
Chapter 1 T-Server Fundamentals........................................................................ 21
Learning About T-Server.........................................................................22
Framework and Media Layer Architecture..........................................22
T-Server Requests and Events...........................................................24
Advanced Disconnect Detection Protocol...............................................27
Redundant T-Servers..............................................................................28
Multi-Site Support....................................................................................32
Agent Reservation...................................................................................32
Client Connections..................................................................................33
Next Steps...............................................................................................33
Chapter 2 T-Server General Deployment............................................................. 35
Prerequisites............................................................................................35
Software Requirements......................................................................36
Hardware and Network Environment Requirements..........................37
Licensing Requirements.....................................................................37
About Configuration Options...............................................................39
Deployment Sequence............................................................................40
Wizard Deployment of T-Server..............................................................40
Wizard Configuration of T-Server.......................................................41
Wizard Installation of T-Server............................................................41
T-Server—Deployment Guide 3
Table of Contents
Manual Deployment of T-Server..............................................................43
Manual Configuration of Telephony Objects.......................................44
Manual Configuration of T-Server.......................................................46
Manual Installation of T-Server...........................................................48
Next Steps...............................................................................................50
Chapter 3 High-Availability Deployment.............................................................. 53
Warm Standby Redundancy Type...........................................................54
Hot Standby Redundancy Type...............................................................55
Prerequisites............................................................................................57
Requirements.....................................................................................57
Synchronization Between Redundant T-Servers................................57
Warm Standby Deployment.....................................................................58
General Order of Deployment.............................................................58
Manual Modification of T-Servers for Warm Standby.........................59
Warm Standby Installation of Redundant T-Servers...........................60
Hot Standby Deployment.........................................................................60
General Order of Deployment.............................................................60
Manual Modification of T-Servers for Hot Standby.............................61
Hot Standby Installation of Redundant T-Servers...............................64
Next Steps...............................................................................................64
Chapter 4 Multi-Site Support................................................................................. 65
Multi-Site Fundamentals..........................................................................66
ISCC Call Data Transfer Service.............................................................67
ISCC Call Flows..................................................................................68
ISCC Transaction Types.....................................................................74
T-Server Transaction Type Support....................................................82
Transfer Connect Service Feature......................................................86
ISCC/Call Overflow Feature....................................................................87
Number Translation Feature....................................................................91
Number Translation Rules..................................................................92
Network Attended Transfer/Conference Feature.....................................99
Event Propagation Feature....................................................................101
User Data Propagation.....................................................................102
Party Events Propagation.................................................................103
Switch Partitioning............................................................................104
Event Propagation Configuration......................................................105
ISCC Transaction Monitoring Feature...................................................108
Configuring Multi-Site Support...............................................................108
Applications......................................................................................109
Switches and Access Codes............................................................110
4 Framework 8.0
Table of Contents
DNs...................................................................................................116
Configuration Examples....................................................................121
Next Steps.............................................................................................122
Chapter 5 Start and Stop T-Server Components.............................................. 123
Command-Line Parameters..................................................................123
Starting and Stopping with the Management Layer...............................125
Starting with Startup Files......................................................................126
Starting Manually...................................................................................127
HA Proxy...........................................................................................130
T-Server............................................................................................131
Verifying Successful Startup..................................................................133
Stopping Manually.................................................................................133
Starting and Stopping with Windows Services Manager.......................134
Next Steps.............................................................................................134
Part 2 Reference Information.............................................. 135
New in T-Server for Alcatel A4400/OXE................................................136
Chapter 6 Alcatel A4400 Switch-Specific Configuration.................................. 139
Known Limitations.................................................................................139
Changes in Reporting Behavior from 7.x to 8.0.....................................141
Switch Terminology................................................................................143
Support of Switch/CTI Environments.....................................................144
Setting DN Properties ...........................................................................145
Routing Without Using Switch-Routing Services..............................148
Configuring Switch Timers ....................................................................149
Configuring Extensions in the PBX........................................................150
Configuring CCD Agents.......................................................................150
Definitions.........................................................................................150
Agent Login.......................................................................................151
Preassigned and Supervisor Agents................................................151
CCD Agent/Supervisor–Related T-Server Features.........................154
Advanced Agent Features.....................................................................160
Agent Substitution.............................................................................161
Configuring CCD Objects......................................................................163
Network Call ID Matching......................................................................166
Chapter 7 Supported Functionality in T-Server for Alcatel A4400/OXE.......... 169
Business-Call Handling.........................................................................170
T-Server—Deployment Guide 5
Table of Contents
T-Server Call Classification...............................................................170
Support for Emulated Agents................................................................172
Emulated Agent Login/Logout..........................................................172
Emulated Agent Ready/NotReady....................................................176
Emulated After-Call Work (ACW)......................................................176
HA Synchronization..........................................................................182
Emulated Wrap-Up Time for CCD Agents........................................182
Support for No-Answer Supervision......................................................184
Agent No-Answer Supervision..........................................................184
Extension No-Answer Supervision ...................................................185
Position No-Answer Supervision ......................................................185
Configuration Options for Device-Specific Overrides .......................186
Extension Attributes for Overrides for Individual Calls......................186
Support for Emulated Predictive Dialing................................................186
Limiting Distribution Time..................................................................187
Call Progress Detection....................................................................187
Unsolicited Calls on Predictive Dialing Devices................................187
Call Type Prediction...............................................................................188
Call Release Tracking............................................................................189
DN-Based Reporting.........................................................................189
Call-Based Reporting........................................................................189
Configuration Option.........................................................................190
Failed Route Notification.......................................................................190
Configuration Options.......................................................................190
HA Considerations............................................................................191
Link Bandwidth Monitoring....................................................................191
High and Low Watermarks................................................................192
HA Considerations............................................................................193
Request Handling Enhancements.........................................................193
Keep-Alive Feature................................................................................194
Examples..........................................................................................196
Smart OtherDN Handling.......................................................................200
Configuration Option and Extension.................................................200
Supported Requests.........................................................................201
Hot-Standby HA Synchronization..........................................................202
Support for Boss/Secretary Functionality..............................................204
Support for A4400/OXE Spatial Redundancy........................................205
Support for Outbound Caller ID.............................................................205
T-Library Functionality...........................................................................206
Supported Functionality....................................................................207
CTI-Supported Functionality for SIP Extensions ..............................217
Support for Agent Work Modes.............................................................220
Private Services and Events..................................................................221
6 Framework 8.0
Table of Contents
Use of the Extensions Attribute.............................................................225
Extension Filtering.................................................................................244
User Data Keys.....................................................................................245
Reasons Keys.......................................................................................247
Inter Server Call Control Feature...........................................................247
ISCC Routing Strategies...................................................................247
ISCC/Call Overflow ..........................................................................250
Error Messages.....................................................................................251
Chapter 8 Common Configuration Options....................................................... 259
Setting Configuration Options................................................................260
Mandatory Options................................................................................260
Log Section............................................................................................260
Log Output Options...........................................................................266
Examples..........................................................................................271
Debug Log Options...........................................................................272
Log-Extended Section...........................................................................274
Log-Filter Section..................................................................................276
Log-Filter-Data Section..........................................................................277
SML Section..........................................................................................277
Common Section...................................................................................277
Changes from 7.6 to 8.0........................................................................278
Chapter 9 T-Server Common Configuration Options....................................... 279
Setting Configuration Options................................................................279
Mandatory Options................................................................................280
T-Server Section....................................................................................280
License Section.....................................................................................285
Agent-Reservation Section....................................................................288
Multi-Site Support Section.....................................................................289
ISCC Transaction Options................................................................291
Transfer Connect Service Options....................................................295
ISCC/COF Options...........................................................................296
Event Propagation Options...............................................................298
Number Translation Option...............................................................299
Translation Rules Section......................................................................299
Backup-Synchronization Section...........................................................300
Call-Cleanup Section.............................................................................301
Security Section.....................................................................................303
Timeout Value Format...........................................................................303
Changes from Release 7.6 to 8.0..........................................................304
T-Server—Deployment Guide 7
Table of Contents
Chapter 10 Configuration Options in
T-Server for Alcatel A4400........................................................... 307
Mandatory Options................................................................................307
T-Server Section....................................................................................308
Switch-Specific Type Section................................................................340
Annex Tab Options................................................................................340
Link-tcp Section.....................................................................................343
Link-Control Section..............................................................................343
Lang-Map Section.................................................................................348
Ext-Filter Section...................................................................................349
Changes from 7.6 to 8.0........................................................................351
Chapter 11 High Availability (HA)......................................................................... 357
Genesys HA Configuration....................................................................357
Hot Standby Mode............................................................................357
Warm Standby Mode........................................................................358
HA and PBX Licensing Issues...............................................................359
Configuration....................................................................................359
Chapter 12 Routing Using Emulated Routing Points......................................... 361
Configuring Hunting Groups/Virtual Devices (PBX) ..............................361
Configuring Hunting Groups/Virtual Devices (Configuration Layer)......363
Configuration Options for Routing.........................................................363
Routing Failure Scenarios................................................................363
Routing to External Destinations......................................................364
Routing Consultation Calls...............................................................365
Supervised Routing to CCD Pilots....................................................366
Integrating Routing Points in the CCD...................................................367
Introduction.......................................................................................367
Call Process......................................................................................367
Chapter 13 Using Alcatel A4400 Routing Services Interface............................. 369
RSI Description......................................................................................369
RSI and CSTA Interfaces..................................................................370
Configuring RSI in the Alcatel A4400....................................................370
RSI Agent Functionality.........................................................................371
Call Routing...........................................................................................372
Treatment Support............................................................................372
Treatments.............................................................................................376
Collect Digits Treatment....................................................................376
8 Framework 8.0
Table of Contents
Play Announcement Treatment........................................................378
Play Announcement and Collect Digits Treatment...........................383
Music Treatment...............................................................................383
Busy Treatment.................................................................................384
Ringback Treatment..........................................................................384
Silence Treatment.............................................................................384
Cancel Call Treatment......................................................................384
IVR Treatment...................................................................................385
RSI Reroute Behavior............................................................................386
Configuration Options.......................................................................386
RSI Reroute Authorization................................................................386
Voice Guides in the Alcatel A4400 PBX................................................387
Checking Voice Guides.....................................................................388
Private Data in Route Requests on RSI................................................389
Chapter 14 Predictive Dialing............................................................................... 391
Introducing Predictive Dialing................................................................391
Voice Activity Detection.........................................................................392
Configuring Predictive Dialing in Configuration Layer ......................395
Configuration Options.......................................................................395
Limiting Call-Distribution Time..........................................................396
Configuring OCS to Use Predictive Dialing ......................................396
CCO Agent Reservation Feature...........................................................397
Set Reservation................................................................................397
Reset Reservation............................................................................397
CCO Call Tag....................................................................................397
Make CCO Call.................................................................................398
Chapter 15 Alcatel A4400 Call Flows................................................................... 399
Call Queued with Automatic Camp-On..................................................399
Call Queued with Automatic Camp-On.............................................399
Call Parking/Unparking..........................................................................403
Description........................................................................................403
Chapter 16 Connecting GVP:EE 6.5.5 to Alcatel A4400/OXE............................. 407
PBX Configuration.................................................................................407
Device Configuration........................................................................408
Dialogic Configuration for DMV Cards...................................................409
The FCD File....................................................................................409
The CDP File....................................................................................410
The PDK.CFG File............................................................................410
T-Server—Deployment Guide 9
Table of Contents
Dialogic Configuration Manager .......................................................411
Troubleshooting................................................................................411
Dialogic Configuration for JCT-E1 Cards...............................................415
Upgrade to Global Call Protocols Package 4.1 ................................415
Install PTR 27176.............................................................................415
Dialogic Configuration Manager Settings .........................................415
Adapt the Protocol File to Work with A4400.....................................417
Defining the Protocol File To Be Used In GVP.................................418
Chapter 17 Troubleshooting................................................................................. 419
Troubleshooting Procedures..................................................................419
CSTA Licenses.................................................................................419
CPU Usage.......................................................................................420
CSTA Protocol Errors........................................................................421
Network Issues.................................................................................422
Timer Issues.....................................................................................422
Supplements Related Documentation Resources...................................................423
Document Conventions......................................................................425
Index ............................................................................................................... 427
10 Framework 8.0