A Sample Configuration for Computer Instruments e
Contents
1. In the Manager window go to the Configuration Tree and double click License to open the list of licenses installed in the IP Office system Right click in the license list window and select New In the License window that appears enter the CTI Link Pro License Key and click OK In this example 0 0 is shown B License License String 32 characters In the Manager window select File Save to save the license to the IP Office system and wait for the system to update Note 1 Before the system reloads the new licenses will be listed with an Unknown status After the system reloads the new licenses will list with a valid status Configure e IVR extensions Login to the IP Office Manager PC and go to Start Programs IP Office Manager to launch the Manager application Login to the Manager application using the appropriate credentials SCR Reviewed Solution amp Interoperability Test Lab Application Notes 5 of 23 NAB 12 12 03 2003 Avaya Inc All Rights Reserved compinstr 1po doc a In the Manager window that appears select File Open to search for the IP Office system in the network Login to the IP Office system using the appropriate login credentials to receive its configuration Select an analog station port on the IP Office Phone Expansion module that will be connected to the e IVR Record the extension number and attach a phone to it Verify the extension by placing a call to the exte2. Locale cared Heb Note 2 For the purposes of this document all incoming calls are directed to the e IVR so the default Line Group ID 0 is used However if only a specific group of trunks is to be directed to the e IVR another number should be used __ Assign Trunks to the Incoming Call Route Z lt o o In the Manager window go to the Configuration Tree and double click Line to open the list of lines trunks available on the IP Office system Double click the Line analog or digital whose incoming calls are to be routed to the e IVR SCR Reviewed Solution amp Interoperability Test Lab Application Notes 11 of 23 NAB 12 12 03 2003 Avaya Inc All Rights Reserved compinstr ipo doc 31 In the Line window that appears assign the line to the Line group ID identified in Step 29 2 PRI 24 Line 05 Line Advanced Line Number Channel Allocation Switch Type Both Directions Both Directions Both Directions Both Directions Both Directions Both Directions Both Directions Both Directions Both Directions Both Directions Line SubType Provider PRI Local Telco g Out of Service Out of Service Out of Service Out of Service Out of Service Out of Service Out of Service Out of Service Out of Service Out of Service Out of Service Dok af E arina Pretiz 0 0 0 0 0 0 0 0 0 0 0 a cree e For example each channel in the PRI line window must be assi
3. AVAYA Avaya Solution amp Interoperability Test Lab A Sample Configuration for Computer Instruments e IVR Automated Attendant and Voicemail 3 0 with Avaya IP Office System 1 4 Issue 1 0 Abstract These Application Notes describe the configuration steps required for the Computer Instruments e VR Automated Attendant and Voicemail to successfully interoperate with the Avaya IP Office System Features and functionality were validated and performance testing was conducted in order to verify operation under load Information in these Application Notes has been obtained through interoperability compliance testing and additional technical discussions Testing was conducted via the DeveloperConnection Program at the Avaya Solution and Interoperability Test Lab SCR Reviewed Solution amp Interoperability Test Lab Application Notes 1 of 23 NAB 12 12 03 2003 Avaya Inc All Rights Reserved compinstr ipo doc 1 Introduction These Application Notes describe the compliance tested configuration utilizing Avaya IP Office 1 4 and Computer Instruments e IVR Auto Attendant and Voicemail 3 0 Computer Instruments Enhanced Interactive Voice Response e VR is a customer premise multi application e business and Customer Relationship Management CRM solution e VR is a suite of Windows 2000 applications that contain all of the necessary functionality to act as a Web server an electronic commerce storefront server a value added interact
4. for additional information Install the Avaya IP Office TAPI Service Provider driver and DevLink driver from the Avaya IP Office User Applications CD on the e IVR server NOTE do not install the Phone Manager After system reboot login to the system again as administrator and go to Start gt Settings Control Panel In the Control Panel window that appears double click Phone and Modem Options In the Advanced tab of the Phone and Modem Options window double click Avaya IP Office TAPI2 Service Provider In the Avaya TAPI2 configuration window that appears set Switch IP Address to the IP Address of the IP Office System check Third Party set Switch Password to the IP Office System password check WAV Users and ACD Queues ad ou OK Avaya TAPIZ configuration Switch IF Address 194 45 70 226 C Single User User Name User Password f Third Party n eae Switch Password aaa E Ex Directory llzer Reboot the system SCR Reviewed Solution amp Interoperability Test Lab Application Notes 14 of 23 NAB 12 12 03 2003 Avaya Inc All Rights Reserved compinstr ipo doc Verify Connectivity with the IP Office After system reboot login to the system and go to Start Programs Accessories Communications Phone Dialer In the Lines tab of the Options window that appears drop down the Phone Calls list If one or more IP Office Phone XXX where XXX is an extension number entries appear then the IP
5. property of their respective owners The information provided in these Application Notes 1s subject to change without notice The configurations technical data and recommendations provided in these Application Notes are believed to be accurate and dependable but are presented without express or implied warranty Users are responsible for their application of any products specified in these Application Notes Please e mail any questions or comments pertaining to these Application Notes along with the full title name and filename located in the lower right corner directly to the Avaya DeveloperConnection Program at devconnect avaya com SCR Reviewed Solution amp Interoperability Test Lab Application Notes 23 of 23 NAB 12 12 03 2003 Avaya Inc All Rights Reserved compinstr ipo doc
6. Office TAPI Driver is installed and working properly Preferred Line For Calling ce Phone mj Internet Line Used For i Phone Calls H323 Line By Internet Calls iz Phone 200 IF Office Phone 201 IF Office Phone 202 IF Office Phone 203 IF Office Phone 204 ea Internet Conferences 4 3 Configuring e IVR Description Set up Base Configuration 1 On the e IVR Server go to Start Programs Voice System Voice Administrator or the matching icon on the desktop to launch the e VR Administrator application 2 Inthe e VR Administration window that appears select the System Config icon wrench on the left side menu SCR Reviewed Solution amp Interoperability Test Lab Application Notes 15 of 23 NAB 12 12 03 2003 Avaya Inc All Rights Reserved compinstr ipo doc In the Defaults tab of the Base System Configuration window that appears verify PBX Integration is set to Avaya IP Office and Default Operator is set to the designated operator on the system and click Save Settings rz System Administration z E Base System Configuration System Defaults Outcalling Groups a or PBX Integration Avaya IP Office F Dutcall Group ae Call Me Back Now Default Application i001 Voicemail Server Message Lamp Default Operator Default Laguage English Default Gender C Male i Female Default TTS Voice Microsoft Mary hi Dial Plan Digits Bo rl Max Mode Digits fis Transf
7. Telephony Forwarding Dial In VorceRecording ButtonProgramming Coverage Mame Password Confirm Password Full Marne Extension Locale Priority OF Cancel Help In the Voicemail tab of the User window uncheck Voicemail On User eivri loj x User Yoicemail DND ShortCodes SourceNumbers Telephony Forwarding Dial In VorceRecording ButtonProgramming Coverage Voicemail Code I Confirm Yoicermail Code Voicemail Help VYorcemail Email Voicemail Ringback Vorcemaill Reception Yorcemail Emai ie Off i Copy i Forward i Alert SCR Reviewed Solution amp Interoperability Test Lab Application Notes 7 of 23 NAB 12 12 03 2003 Avaya Inc All Rights Reserved compinstr ipo doc In the Telephony tab of the User window set Wrap up Time to 5 seconds as suggested by Computer Instruments uncheck Call Waiting On check Cannot be Intruded and click OK User eivri x User Voicemail DND ShortCodes SourceNumbers Telephony Forwarding Dial In VorceRecording ButtonProgramming Coverage Outside Ring Pattern DefaultFing J Call Waiting On Outward Restricted Inside Ring Pattern DefaultFing Offhook Station Ring Back Pattern DefaultFing Can Intrude dw Cannot be Intruded Director Exclude Wrap up Time secs i E Force Login Force Account Code ei Busy On Held System Ph Lagin Idle Period secs System Phone Monitor Group A
8. IVR System Configuration Channel Tab In the e IVR Administration window select the Extension Manager icon hand holding phone on the left side menu In the e VR Extension Editor window that appears click New and enter a valid IP Office User extension in the popup that appears SCR Reviewed Solution amp Interoperability Test Lab Application Notes 17 of 23 NAB 12 12 03 2003 Avaya Inc All Rights Reserved compinstr ipo doc Returning to Extension tab of the e IVR Extension Editor window enter the User s First Name Last Name and check Allow Call Transfer E IYR Extension Editor Select Extension z 0 AGENT ONE Extension Mailbox Last Name AGENT Email Address Email Server Marnie or IF Email Server Type POPS SMTP Email Login User Mame Email Password EE ate Allow Call Transfer Transcriber Administrator Re Route Transters To Another Extension Execute n Application Pager setup Renumber Bulk Add Exit SCR Reviewed Solution amp Interoperability Test Lab Application Notes 18 of 23 NAB 12 12 03 2003 Avaya Inc All Rights Reserved compinstr ipo doc In the Mailbox tab of the e VR Extension Editor window check Voicemail Subscriber and Allow Outcalling then click Save E IVR Extension Editor E Select Extension z 0 AGENT ONE N Extension Mailbox Voicemail Options Messaging W Voicemail Subscriber gt Unified Messaging Subscriber Mailbox only
9. Performance load tests verified the configuration to continue when operating under load 5 1 General Test Approach Feature and functionality testing was performed manually Inbound calls were made to the IP Office system from analog and PRI trunks as well as internal extensions The IP Office system routed the calls to the e IVR which transferred the calls based on caller input Analog loop start trunks from the central office were connected to the IP Office A PRI trunk was provisioned between the IP Office and Avaya Communication Manager systems Performance testing was accomplished by utilizing call generation tools for placing and receiving calls through analog SCR Reviewed Solution amp Interoperability Test Lab Application Notes 20 of 23 NAB 12 12 03 2003 Avaya Inc All Rights Reserved compinstr ipo doc station ports Analog station ports on the call generation tools were connected to analog station ports on the IP Office Phone Expansion Module Call generation tool scripts were written to place calls to the e VR configured hunt group on the IP Office system Each script barged in on the Menu prompt and provided a valid and distinct user extension for the destination of the call transfer The e IVR then transferred the calls to the appropriate destination extension The call generation tool script on the destination extension verified the incoming call was from the proper source 5 2 Test Results All feature functionality an
10. Phantom Outcalling Sub Statue Iw Allow Qutcalling Subscriber Enrolled Name Recorded Max Minutes 20 Used 0 Remaining 20 Mas Messages 20 Used 0 Remaining 20 Set Mas Messages or Max Minutes To ero 0 For Unlimited Reset Password 9999 Reset Clear Mailbox Pager setup Renumber Bulk Add Exit Repeat Steps 7 and 8 for every user that needs voicemail on the IP Office system Note 5 For systems with a large number of users the e VR has a Bulk Add feature Please refer to the e VR documentation for further information Configure Welcome Menu Application In the e VR Administration window select the Menu Manager icon telephone on the left side menu In the Menu Editor window that appears click New and enter a new Menu Application Name for example Test Main App in the popup that appears and click Save SCR Reviewed Solution amp Interoperability Test Lab Application Notes 19 of 23 NAB 12 12 03 2003 Avaya Inc All Rights Reserved compinstr ipo doc 12 In the Menu Editor window go to the Menu Prompt field and type the prompt you wish the Menu to play to the caller select Text to Speech and configure Button Action and Button Parameter values for the menu by selecting the desired button For example the figures below show the Button Action for pressing 1 and pressing 8 Click Save when finished Menu Editor Test Main App q Menu Editor Test Main App Select Menu Test M
11. R and Avaya IP Office Configuration 1 1 Observations Limitations Caveats During the course of compliance testing the following were noted e MWI lamp takes 1 3 seconds following call disconnect before lighting up e Call Routing by DNIS Auto Attendant functionality did not work at the time of publication This is under investigation by Computer Instruments e Call Routing by ANI Auto Attendant functionality and other TAPI based features Agent e IVR Screen Pops were beyond the scope of this compliance test and were not validated SCR Reviewed NAB 12 12 03 Solution amp Interoperability Test Lab Application Notes 2003 Avaya Inc All Rights Reserved 3 of 23 compinstr ipo doc e e IVR Record A Call is not available on IP Office due to functionality not available in IP Office 1 4 2 Equipment and Software Validated The following equipment and software were used for the configuration provided in Figure 1 Avaya IP 400 Phone 16 Expansion Module o o o Avaya 6408D 6416D M Digital Telephones Windows 2000 PC for IP Office Manager Windows 2000 Professional Generic Analog Telephones od 3 Configure Avaya IP Office These Application Notes address provisioning of IP Office as it relates to the integration with e IVR Automated Attendant and Voicemail features For all other provisioning information such as provisioning of the trunks for outbound dialing call covera
12. Vorcemail E mai i Off Yoicemail Hel C Copy g C Forward Alert In the Queuing tab of the HuntGroup window uncheck Queuing On as suggested by Computer Instruments and click OK TI HuntGroup eIYR Queuing Limit Queue Ring Time secs cone ue SCR Reviewed Solution amp Interoperability Test Lab Application Notes 10 of 23 NAB 12 12 03 2003 Avaya Inc All Rights Reserved compinstr ipo doc Step 26 In the Manager window select File Save to save the configuration to the IP Office system and wait for the unit to reboot 27 Verify the hunt group is operating properly by placing calls to the hunt group extension defined e g 771 Confirm one of the analog phones belonging to the hunt group rings Subsequent calls to the hunt group should make the other phones ring in a circular order Select Inbound Call Route 28 In the Manager window go to the Configuration Tree and double click Incoming Call Route to open the list of incoming call routes on the IP Office system Right click in the Line Group list window and select New In the Incoming Call Route window that appears set Line group ID to 0 and Destination to eI VR same name as the e IVR hunt group Click OK Incoming Call Route a Bearer Capabilit Line group ID Q anbe i Speech Incoming Humber Audioak AnData Incoming Sub Address Databak i DataSibr Incoming Caller ID Data 110 Datav120 Destination ela C Wideo Any
13. ain App J Select Menu jiooe Test Main App ES Menu Prompt Welcome to IF Office for sales please press one for marketing please press two for tech support please press three Press eight if you know your party s extension Welcome to IF Office for sales please press one for marketing please press twa for tech support please press three Press eight if you know your party s extension f Recorded Speech tf Text ToSpeech Recorded Speech Text To Speech Language Selection Language Selection English English Touch Tone Keypad sMenu Button 1 gt Touch Tone Keypad Menu Button gt Direct Transter 4 5 Button Parameter 210 AGENT ONE anr i H Timeout Timeout Rename Exit Rename Exit tatus Ready Status Ready 13 Return to the Channel tab of the Base System Configuration window see Figure 1 and set Application for each Channel to Test Main App and click Update 5 Interoperability Compliance Testing This Interoperability Compliance Test included feature functionality and performance load testing Feature and functionality testing examined e VR Auto Attendant s ability to properly transfer inbound and internal calls to the appropriate destination extension digital analog IP phone based on caller input in response to the menu prompt played as well as e IVR Voicemail s ability to properly record and playback voicemail messages
14. d performance test cases passed successfully Overnight performance testing at a rate of approximately 250 BHCC using 3 ports was conducted on the 4 port e VR system provided for compliance testing Performance statistics were captured on the e IVR server to ensure that it was able to handle the call volume During the course of compliance testing the following were noted e MWI lamp takes 1 3 seconds following call disconnect before lighting up e Call Routing by DNIS Auto Attendant functionality did not work at the time of publication This is under investigation by Computer Instruments e Call Routing by ANI Auto Attendant functionality and other TAPI based features Agent e IVR Screen Pops were beyond the scope of this compliance test and were not validated e e IVR Record A Call is not available on IP Office due to functionality not available in IP Office 1 4 6 Verification Steps The following verification Steps can be used in the field to verify correct system operation To verify the e VR hunt group is operating properly connect analog phones to all analog station ports assigned to the hunt group and call the hunt group Verify that one of the phones rings To verify incoming calls are properly routed to the e VR hunt group connect analog phones to the ports assigned to the hunt group and place calls through the trunks assigned to the hunt group Verify that one of the phones rings To verify connectivity betw
15. een e IVR and IP Office open Phone Dialer on the e IVR Server and verify the IP Office extensions are listed in the Lines Used for Phone Calls pull down list To verify e VR Auto Attendant is operating properly for internal calls place a call to the e VR hunt group Verify the e IVR Menu prompt is played enter 8 and then enter a valid extension number on the IP Office system Verify the call is transferred to the correct extension Repeat for inbound trunk calls To verify e VR Voicemail is operating properly for internal calls place a call from one IP Office extension to another and allow it to go to coverage Verify e VR Voicemail During load testing one of the ports on the call generation tool failed to work properly and forced the load testing to be performed on 3 of the 4 e IVR ports Time constraints prevented another attempt to repeat the load test SCR Reviewed Solution amp Interoperability Test Lab Application Notes 21 of 23 NAB 12 12 03 2003 Avaya Inc All Rights Reserved compinstr ipo doc plays the proper welcome greeting and record a message and hang up After a minute or two retrieve the message IP Office Shortcode 17 and verify it plays back properly Repeat for inbound trunk calls 7 Support Customers should call Computer Instruments Technical Support when having problems related to the e VR Computer Instruments will then determine the nature of the problem and recommend the best plan to the cu
16. er Prefix 4 Transfer Sufie Outside Line Access Prefix a Toll Call Suffin Code ooo Local Call Suttix Code Use Single Digit Transfer Expect ONIS Digits 7 Single Digit Transfer Rey El po Save New Delete Detauts Application Channel Fax Dialing Installed Services Status Ready Note 4 On a brand new installation the default operator would default to 100 and another extension could not be set until the destination extension has been provisioned SCR Reviewed Solution amp Interoperability Test Lab Application Notes 16 of 23 NAB 12 12 03 2003 Avaya Inc All Rights Reserved compinstr ipo doc 4 In the Channel tab of the Base System Configuration window verify all e IVR ports channels are associated to an application in this instance Voicemail Server This determines what happens when an inbound call is received pa System Administration Base System Configuration Channel Settings DAIS MODE Settings CHAN APPLICATION DNS MODE NUMBER APPLICATION Yorcemaill Server Yorcemail Server Votcemall Server Voicemail Server Application Delete Save Auto Attendant Settings Note Fino trunk or trunk group entries are listed below the system will use the Default Application from the Defaults tab as the application to run for Auto Attendant calls Application Extension Use DNIS MODE 7 Update Defaults Application Channel Installed Services Status Ready Figure 1 e
17. ge extensions etc please refer to the IP Office Product documentation Description IP Office License Key Physical Installation 1 Physically connect or plug in the red Avaya Software Sentinel key into the parallel port of the IP Office Manager PC Configure License Key Server IP Address Login to the IP Office Manager PC and go to Start Programs IP Office Manager to launch the Manager application Login to the Manager application using the appropriate credentials 3 In the Manager window that appears select File Open to search for the IP Office system in the network 4 Login to the IP Office system using the appropriate login credentials to receive its configuration SCR Reviewed Solution amp Interoperability Test Lab Application Notes 4 of 23 NAB 12 12 03 2003 Avaya Inc All Rights Reserved compinstr ipo doc Description 5 In the Manager window go to the Configuration Tree and double click System In the System Configuration window that appears select the System Tab and set License Server IP Address to the IP address of the machine where the red Avaya Software Sentinel key is connected which is typically the IP Office Manager PC Hame Password Monitor Password Confirm Monitor Password Time Offset hours Licence Server IP Address Geena gt TFTP Server IP Address Time Server P Address 0 0 0 0 OSS Status File Writer IP Address W Beep on listen T Hide auto record Cancel Help
18. gned to the Line group ID from Step 29 To do so double click the channel and edit the Incoming Group field in the Edit Channel pop up that appears A similar procedure is used on the analog lines Repeat Steps 30 31 for each line trunk assigned to the incoming call route system and wait for the unit to reboot Verify the incoming call route is properly operating by placing calls through the selected inbound line trunk and confirming one of the phones assigned to the hunt group rings LF Set e IVR as the Voicemail Server 35 In the Manager window go to the Configuration Tree and double click System to open the System Configuration window of the IP Office system SCR Reviewed NAB 12 12 03 Solution amp Interoperability Test Lab Application Notes 12 of 23 2003 Avaya Inc All Rights Reserved compinstr 1po doc 36 In the Voicemail tab of the System Configuration window set Voicemail Type to Group Voicemail Destination to eIVR and click OK Voicemail Telephony Gatekeeper LDAP Vorcemail Destination Vorcemail IP Address Voicemail Password Confirm Password cont e In the Manager window select File Save to push the configuration to the IP Office system and once the unit is done rebooting the IP Office configuration is complete 4 Configure Computer Instruments e IVR Server These Application Notes address provisioning of e IVR as it relates to integration with IP Office For all other prov
19. isioning information such as Computer Instruments e IVR software installation Dialogic card installation and configuration etc please refer to the e IVR product documentation available on the Computer Instruments website 4 1 Configure e IVR Initialization File Open C Winnt EIVR ini using notepad or another text editor In the INI file look for the Switch section and set IPOffice TapiRing and TapiDrop to 1 If either the Switch section or the entries are missing add them to the file Switch TPOffice 1 TapiRing 1 TapiDrop 1 SCR Reviewed Solution amp Interoperability Test Lab Application Notes 13 of 23 NAB 12 12 03 2003 Avaya Inc All Rights Reserved compinstr ipo doc In the same INI file look for the I POffice section and set up a channel entry for each eI VR extension configured in the IP Office switch For example IP Office extensions 227 through 230 are set up as eIVR extensions The IP Office port associated with each of these extensions will be connected to one of the four ports on the e IVR server s Dialogic board The INI entries depicted below provide the mapping used IPOffice Chan1 227 Chan2 228 Chan3 229 Chan4 230 Note 3 Failure to properly match ports to extensions will prevent the system from operating properly 4 2 Installing and Configuring Avaya IP Office TAPI Service Provider Please refer to the Avaya IP Office CTI Link Installation Manual 40DHBO002UKCC Issue 4 05 08 2002
20. ive voice response IVR platform a fax response platform and a messaging server e IVR Auto Attendant is a flexible feature rich Auto Attendant that offers call answering and multiple menu services Recorded menus allow the caller to select a department individual extension or an operator In addition the Auto Attendant is integrated with all other e VR applications such as Form Survey and Fax Back e VR Auto Attendant supports e Voice Menus e Extension Transfers e Launch of any e IVR service Menus Audio Text Messages Form Filler surveys Data Locators Fax On Demand etc or custom application e Transfer to internal extensions or external numbers e Hide VIP extensions behind an admin extension e Integrated dial by name directory e IVR Voicemail is fully integrated with the e IVR suite Night callers interested in additional information can leave messages in a request box for daytime retrieval e VR supports direct access from other e IVR applications for phantom message boxes e IVR Voicemail supports e Operation in integrated or simple mode Voicemail boxes with up to 5 greetings Dial By Name directory Subscriber registration wizard to train new users Hands Free Playback option Select playback order Optional shared access to voicemail boxes In the tested configuration shown in Figure 1 e VR interfaces with the IP Office System via 4 port Intel Dialogic voice cards The Intel Dialogic cards are co
21. llocated Answer Interval secs OF Cancel Help four e IVR extensions were configured Configure Hunt Group 22 In the Manager window go to the Configuration Tree and double click HuntGroup to open the list of hunt groups on the IP Office system Repeat Steps 18 20 for each e VR extension needed For the purposes of this document SCR Reviewed Solution amp Interoperability Test Lab Application Notes 8 of 23 NAB 12 12 03 2003 Avaya Inc All Rights Reserved compinstr ipo doc 23 Right click in the HuntGroup list window and select New In the HuntGroup window that appears add extensions to the Extension List that will be part of the hunt group by right clicking in the Extension List section and selecting Add Then set Name to eIVR Extension to the extension number to be used for the hunt group and Hunt Type to Circular it HuntGroup el R Hame Hunt Typ C Group Extension Linear Allocated Answer Interval secs Most Idle Overflow Time secs Call Waiting Oni Extension List Overflow Group List Extension User a Name crea e SCR Reviewed Solution amp Interoperability Test Lab Application Notes 9 of 23 NAB 12 12 03 2003 Avaya Inc All Rights Reserved compinstr ipo doc 24 In the Voicemail tab of the HuntGroup window uncheck Voicemail On Th HuntGroup el R HuntGroup 3 Yoicernail Fallback Queuing YoiceRecording Vorcemail Code Confirm Password Voicemail Email
22. nnected to analog station ports on the IP Office and or IP Office Phone Expansion Modules IP Office is configured to route all inbound calls to a hunt group that includes the analog station ports connected to e IVR Upon receipt of the inbound calls e IVR Auto Attendant transfers the caller to the appropriate destination extension based on caller input in response to the programmed menu listed below e Press 1 for Sales e Press 2 for Marketing e Press 3 for Tech Support SCR Reviewed Solution amp Interoperability Test Lab Application Notes 2 of 23 NAB 12 12 03 2003 Avaya Inc All Rights Reserved compinstr ipo doc e Press 8 if you know your party s extension If the destination extension is not answered IP Office routes the caller to the Voicemail Server in this case e IVR Voicemail e IVR Voicemail either plays the greeting recorded for the extension or the default system greeting The caller can either leave a message or hang up Analog Station Port s Avaya IP400 Phone 16 997 Expansion Module 4998 a x229 x230 Analog and PRI _ Auto Attendant Voicemail L Avaya msaasa mmm P 403 192 45 70 226 Avaya IP Office Manager PC Agent 1 Sales M x210 Ethernet Agent 2 Agent 3 Marketing a x211 x229 Agent 7 Operator Agent 6 x251 Agent 5 Tech Support x212 n x250 Agent 4 x230 EA eae IP Phones Phones Phones Figure 1 Computer Instruments e IV
23. nsion number and confirm the phone rings the list of extensions on the IP Office system it 15 In the Extension window that appears click the JVR Port radio button in the Equipment Classification section and click OK Extension 227 E E n Extri Extension ID g5 Extension Caller Display Type Equipment Classificatia Flash Hook Pulse Width Quiet Headset W Use System Defaults f Paging Speaker Mininiun width 2 Unit 10mg Standard Telephone Maximum width Eo E Unit Tins Message Waiting Lamp Indication Type Disconnect Pulse Width None ki Unita 10m ol E l l Repeat Steps 12 15 for each analog station port connected to the e IVR For the purposes of this document 4 ports were used Pe Configure User settings of e IVR extensions In the Manager window go to the Configuration Tree and double click User to open the list of users on the IP Office system 10 11 12 ay 4 5 6 7 SCR Reviewed Solution amp Interoperability Test Lab Application Notes 6 of 23 NAB 12 12 03 2003 Avaya Inc All Rights Reserved compinstr ipo doc In the User list window that appears find the user assigned to the e IVR extension e g Extn227 Double click the user in the User list window In the User window that appears set Name to eivr1 or any other name that you wish to associate with the e 1VR extension and Extension to the extension number to be used User eivrl User voicemail DND ShortCodes Source umbers
24. stomer whether it 1s to Fix the problem through remote access Dispatch at Computer Instruments discretion on site technical support For technical support on e VR contact the Computer Instruments Customer Service Center at 1 888 451 0851 and press 2 for technical support 8 Conclusion These Application Notes describe the required configuration steps for Computer Instruments e IVR Auto Attendant and Voicemail to successfully interoperate with Avaya IP Office System The e IVR and IP Office features functionality and performance were validated with the following limitations caveats previously identified e VR Auto Attendant Route by ANI was beyond the scope of this testing and e VR Auto Attendant Route by DNIS did not work and is being investigated by Computer Instruments 9 Additional References Avaya IP Office Installation Manual 40DHBO002USCL Issue 8 03 07 2003 e IVR User Manual for Interactive Voice Response Core System Features Copyright 2003 Installing e VR on IP Office Version 3 0 and Copyright 2003 SCR Reviewed Solution amp Interoperability Test Lab Application Notes 22 of 23 NAB 12 12 03 2003 Avaya Inc All Rights Reserved compinstr ipo doc 2003 Avaya Inc All Rights Reserved Avaya and the Avaya Logo are trademarks of Avaya Inc All trademarks identified by and are registered trademarks or trademarks respectively of Avaya Inc All other trademarks are the
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