Avaya Business Communications Manager 450 (BCM 450) Application Note
Contents
1. Application Launcher 1 07 Click for Man Java enabled browsers ar download the Java JRE if its not automatically installed fram SUM COMM Having trouble installing java Try to urr inistall java first Copyright Avaya Inc 1999 2010 All Rights Resereed Figure 3 Business Communication Manager QT Reviewed Solution amp Interoperability Test Lab Application Notes 5 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg c Continue with Welcome to BCM page to install BCM Monitor as shown in Figure 4 After the installation completes the BCM Monitor shortcut will be created on desktop AVAYA Home Contact Welcome to Main Advanced Applications User Applications Mo update required a activity Reporter Basic No update required Business Applications No update required Business Element Manager No update required currently a BCM Monitor New update availiable 50 2 01 Data Migration Manager New update availiable 1 1 0 Application Group Download Locations Run 3rd Party Application Launcher 1 07 Click for Nan Java enabled browsers or download the Java JRE if its not automatically installed from SLUrn carm Having trouble installing java Try to uri iristall java first Copyright Avaya Inc 1999 2070 All Rights Reserved Figure 4 Element Manager System Overview QT Reviewed Solution amp Interoperability Test Lab Application Notes2. 0 Change a Ho 0 Chant 5 Ho 0 Chan Custom Call Routing 10 No a 0 Chang 11 Ho 0 Change Networking 12 No 0 Chan 13 No 0 Chan Contact Center 14 0 Chan 15 m 0 Change Reports 18 0 Change i 0 Change Configuration 18 an Change 19 0 Change Operations 20 m 0 Change 21 2a 0 Change 61 Auto Attendant Table 1 2 Change able 1 2 Auto Attendant 2 lea Auto Attendant E mM Figure 18 CallPilot Lines Adminstration QT Reviewed Solution amp Interoperability Test Lab Application Notes 17 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved Telstrat BCMAnlg 6 Configuration for Engage This section describes the steps on how to configure the Engage Recording system including Engage Record Client and Engage Record Server to be able to record the conversations over the Avaya telephones on the BCM via Analog Trunk Assumptions have been made as such The installation of BCM LAN CTE interface which has been installed on the Engage Server in order for the Engage Server to send call start call stop and other messaging and call events Installing of the BCM Recording on the Engage Server has been done Configuring BCM Voice Recording Server Software has been done on the Engage Server Refer to the reference 1 in Section 9 6 1 Configure Engage BCM Configuration Engage Record must be programmed to map station information to an Engage Record port number The port numbers are a syst
3. 10 10 87 56 F Recorded Playback g gt Phone Users Customer LAN WAN Figure 1 Lab Test Connection Diagram for the BCM Engage Record Server and Engage Client 4 Equipment and Software Validated The following equipment and software was used during the lab testing Equipment Software Firmware Avaya BCM 450 Release 6 0 Analog Trunk Module Emulated PSTN BEEN Avaya Digital TDM Telephones 17316 M7310 Analog phones Engage Record Server OS Windows 2003 Server SP2 Engage Record Server 3 3 0 6 Engage BCM Engine Controller Engage Client OS Windows XP Pro SP3 9 Avaya Business Communication Manager Configuration These Application Notes assume that the basic configuration has already been administered For further information on the BCM please consult references in Section 9 The below procedures describe the configuration details of the BCM BCM 450 with an analog trunk to an emulated PSTN QT Reviewed Solution amp Interoperability Test Lab Application Notes 3 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg 5 1 Configure Local BCM BCM 450 This section describes how to configure the BCM system connecting to Engage Record Server to monitor record and play back conversations going on the analog trunk 5 1 1 Login to BCM 5 1 1 1 Launching Business Element Manager and BCM Monitor a Open web browser and connect to the Web GUI http lt BCM IP address gt as shown in F
4. AVAYA Avaya Solution amp Interoperability Test Lab Application Notes for TelStrat Engage Record Version 3 3 Analog trunk Integration with Avaya Business Communication Manger Release 6 0 Issue 1 0 Abstract These Application Notes describe the configuration steps required for the TelStrat Engage Record version 3 3 to successfully interoperate with Avaya Business Communication Manager Release 6 0 via an Analog trunk interface TelStrat Engage Record can connect to the Avaya Business Communication Manager to record and playback any conversation that goes through the Avaya telephones via an Analog trunk Information in these Application Notes has been obtained through DevConnect compliance testing and additional technical discussions Testing was conducted via the DevConnect Program at the Avaya Solution and Interoperability Test Lab QT Reviewed Solution amp Interoperability Test Lab Application Notes l of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg 1 Introduction The objective of this interoperability compliance testing is to verify that the TelStrat Engage Record 3 3 hereafter referred to as Engage can be connected to the Avaya Business Communication Manger release 6 0 hereafter referred to as BCM via an Analog trunk The BCM LAN CTE software can be installed on the Engage Server to send call start call stop and other messaging and call events to the BCM The Engage then can be used to r
5. 6 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved Telstrat BCMAnlg 5 2 Create a new Network Element Entry for Business Element Manager a Double click on the Business Element Manager desktop icon the Avaya Business Element Manager Network Elements will display Create a new Network Element as shown in Figure 5 Do WR aya Purser Peal Hanger WHebeork Fanenis Figure 5 Create a New Network Element b Input P address of BCM username nnadmin and appropriate password to the red box as shown in Figure 6 Then click OK PS New Folder Element Navigation Panel zy Enter the access parameters For the Business Communications Manager device IP Address 10 10 97 34 UserID wmadmn S Password Ne Figure 6 Business Communication Manager Entry QT Reviewed Solution amp Interoperability Test Lab Application Notes 7 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg 5 2 1 Login to Business Element Manager a Double click on the Business Element Manager desktop icon select the Network Element then click Connect as shown in Figure 7 Ayya Business Element Fanager Network Elements f 10 10 9714 Element Mavigation Pasel 5 9 Meteor Elements Connection Information Figure 7 Connect to BCM b After the connection has been established click OK in the Confirm dialog not shown Figure 8 shows Business Element Manager has been successfully logged
6. Help Engage Logoff Active Calls a Configuration H System Users H ACD Agents 4 Port Numbers Status ACD Agent Last MI DNIS CLID Start Time wr Port No On Demand Recording e DNIS Numbers Busy 353 Agent 353 19726442222 353 12 04 01 PM B000 049 off H Groups M il H Alarms Default Password O Record Schedule Recording gt Status Engage Active Call Status ngage Server Time 12 04 Figure 30 Active Calls QT Reviewed Solution amp Interoperability Test Lab Application Notes 28 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg On the BCM Monitor as shown in Figure 10 click on the Line Monitor tab During the call the BCM monitor should show the physical incoming line being used as shown in Figure 31 L BC Monitor Eng Tbom50 EE ml xl File Statistics Help BCM Info Media Card Voice Ports IP Devices ATP Sessions LIP Statistics Line Monitor Active Lines f feet B63 Line53 3 Outgoing Visible lines ae ie Show all lines including inactive bb Linetbb Incoming Weed Jul 13 a Linelsr Outgoing Weed Jul 13 Figure 31 BCM Line Monitor On the Engage Record Client PC select Engage gt Log gt Playback The Playback log should show one incoming call being recorded as shown in Figure 32 and can be played back by Windows Media Player Engage Adm I Adm Default ial x File C
7. appropriate user id and password At the CallPilot Manger main menu click on Auto Attendant as shown in Figure 16 E CallPilok Manager Main Menu AVAYA Main Logout Help Main Menu Mailbox Acdrministration iuto Attendantie FE Custom Call Routing 1 Networking Figure 16 CallPilot Manger Main Menu QT Reviewed Solution amp Interoperability Test Lab Application Notes 15 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg Select Auto Attendant gt Lines Administration Select a line in this example 64 and click on Change link not shown Line Properties page will appear as shown in Figure 17 Enter the parameter values as highlighted in redbox and click on Submit button to complete e CallPilot Manager Line Properties Line Properties Line Number Answer Mode Auto Attendant Table Skillset Number 1 Figure 17 CallPilot Line Properties QT Reviewed Solution amp Interoperability Test Lab Application Notes 16 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved Telstrat BCMAnlg Line properties is set for selected line 64 as shown in Figure 18 AVAYA Lines Administration Mailbox Administration Line Answer Mode Table Skillset Rings Command Ho D Change Auto Attendant 2 Ho oo 0 Change General Properties 3 No 0 Change nes Administration 4 No 0 Change 5 Ho 0 Change 6 No 0 Change T Ha
8. default A Avaya Business Element Manager M File Edit View Metwork Session Tools Help cH Exit a cut a Copy e Paste Web Page M Validate Device Mi Disconnect Ex Refresh A Auto refresh Element Navigation Panel Task Navigation Panel 73 papei Ejemens Confiquration Administration Telephony Resources Welcome Modules Note MBMs in Expansion 1 and 2 must have all DIPs ON C3 System Location Configured Device Bus State Low High Active Busy e Identification Internal IP Trunks Wie Enabled 001 012 0 Date and Time nternal IP Sets Enabled 307 353 Keycodes Internal ations Enabled 301 470 IP Subsystem a c NE QN TN RN NN e Telephony Regions Ma DSI12 Enabled 221 C3 Administrator Access Me 34514 Enabled 233 236 1 Qe Resources Expansion 1 DTM PRI 5 Enabled 065 087 23 0 e Application Resources Expansion 2 Mone 7 N A Nis Media Gateways Port aa e IP Disable Enable Qi Dial Up Interfaces Telephony Details For Module Main GATI4 H O Global Settings c3 Sets Templates e Active Sets Trunk type Loop Active Application DNs Inactive DNs Module mode Global2 All DNs Disconnect timer 460 X 5 Lines i Done L colL Molo mol w o v Include ACKed alarms Trunk Module Parameters Trunk Port Details Figure 11 Configuring Telephony Resources for Analog Trunks QT Reviewed So
9. field Enter the number of the BCM line that you want the Engage system to map to the tap hardware port in the BCM External Line Trunk ID field Click on the Add button and the information displays in the main window Click OK button to finish channel mapping QT Reviewed Solution amp Interoperability Test Lab Application Notes 22 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg Engage BCM Configuration General BCM Devices Channel Mapping Call Tagging E mail Settings Miscellaneous Tap Hardware Port as sel extemal Une TRIS Add Delete Delete All Add Range ok eme sno Figure 22 Channel Mapping Tab 6 1 4 Applying the Changes to the Engage Server After making the above configuration changes on the Engage server you must stop and then restart the Engage Server Right click on the Engage BCM Controller icon in the system tray as shown in Figure 19 to display a pop up menu Click on Status and the BCMEngine Server Status dialog box displays as shown in Figure 23 Click on the Stop button to stop the server Wait 10 seconds and then click on the Start button to start the server QT Reviewed Solution amp Interoperability Test Lab Application Notes 23 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg BCMEngine Server Status Current Status Server Is running Messages Version Figure 23 BCMEngine Ser
10. G Disconnect amp y Refresh AMP Auto refresh Element Navigation Panel 4 Task Navigation Panel Active Sets 4 y Network Elements Configuration Administration Welcome tine Access lcspabilties and Preferences Restrictions os aie Name 9 Date and Time 73 221 9726460221 Wie Q Keycodes 7208 M7208 223 03 IP Subsystem 7316 224 040 9726460224 S Telephony Regions on dim C3 Administrator Access s IPONSL4 0 0026460314 73 Resources a x 315 S Application Resources mE Media Gateways sek 40E 2004 2007 2050 221x 353 010 9726460353 Qi Port Ranges Q Telephony Resources HE IP Trunks e Dial Up Interfaces 23 Telephony sng seus Line Assignment Line Pool Access Answer DNs MeetMe Conferencing ets Line Pools Templates Active Application DNs Inactive DNs All DNs Lines Active Physical Lines Active VoIP Lines 2 i Delete Na 7 Done L COL Molo mol o w v Include ACKed alarms Figure 15 Line Assignment to DN Associated with telephone set QT Reviewed Solution amp Interoperability Test Lab Application Notes 14 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg 5 3 Configuration for CallPilot Auto Attendant This section shows how to set up auto attendant on the BCM CallPilot Select CallPilot Manger from the menu presented in Figure 3 Log in using the
11. ecord and play back conversations through the Avaya telephones 2 General Test Approach and Test Results The compliance test included configuring the Engage Server using the Engage BCM Engine Controller to monitor to record and to play back the conversations on the telephones via an Analog trunk 2 1 Interoperability Compliance Testing The general test approach was to verify whether the Engage can monitor record and playback the conversations going through the Avaya BCM analog trunk The following areas were covered Recording all calls Schedule Recording based on Agent Port Numbers Date amp Time Days of Week DN DNIS and CLID Recording on Demand using SPRE Special Prefix codes defined on the Engage Record Server 2 2 Test Results A l executed test cases have been passed Avaya telephone conversations going through an analog trunk can be monitored recorded and played back by using the Engage Record Server successfully 2 3 Support Technical support for TelStrat can be obtained by contacting TelStrat via email at support telstrat com or by calling 1 972 633 4548 3 Reference Configuration Figure 1 illustrates the lab test configuration used during the compliant testing event between the BCM and Engage Server combination QT Reviewed Solution amp Interoperability Test Lab Application Notes 2 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg aw 1010 97 34 LAN CTE A L3
12. em resource that can be assigned to one or more system users so that recording criteria can be established and call playback can be managed The port numbers can also be assigned to port number groups that can be assigned to one or more system users to ease administration Engage Record must also be programmed with the trunk information on the Engage Record server and how these trunks are referenced on Avaya BCM If the BCM recording option 1s installed on the Engage Server then the Engage BCM Controller icon displays in your system tray QT Reviewed Solution amp Interoperability Test Lab Application Notes 18 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg Select Start gt Programs gt TelStrat Engage gt BCMEngine Controller The BCMEngine Controller icon appears on the button right corner of the Window Taskbar as shown in Figure 19 barsetail Shortcut Engage client F BCMEngine Controller Lanrckexc lernt i start a BE x we zs Control Panel Figure 19 Engage BCM Engine Controller 6 1 1 General Tab configuration Right Click on the BCMEngine Controller icon and select Configuration The Engage BCM Configuration window will appear as shown in Figure 20 Enter the P address or DNS name of the Engage Voice Recording server in the Voice Server Address field Enter the published IP address of the BCM server in the BCM Server Address field If the Conversation Save button feature 1
13. er version 3 3 Analog trunk interface 1s considered compliant with Avaya Business Communication Manager Release 6 0 QT Reviewed Solution amp Interoperability Test Lab Application Notes 29 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg 9 Additional References Product documentation for Avaya products may be found at https support avaya com css Products Product documentation for Telstrat may be found at http www telstrat com content view 276 3 1 0 1 Engage System Integration Notes Engage Contact Center Suite BCM Trunk Recording Product Release 3 3 Standard 1 1 April 2011 2 Engage Contact Center Suite Installation Guide 3 Engage Contact Center Suite System Administration Guide QT Reviewed Solution amp Interoperability Test Lab Application Notes 30 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg 2011 Avaya Inc All Rights Reserved Avaya and the Avaya Logo are trademarks of Avaya Inc All trademarks identified by and TM are registered trademarks or trademarks respectively of Avaya Inc All other trademarks are the property of their respective owners The information provided in these Application Notes is 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 f
14. highlighted with greenish color to indicate that the filter criteria 1s currently active not shown Figure 27 shown above also shows the summary of the Record All criteria QT Reviewed Solution amp Interoperability Test Lab Application Notes 26 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg 6 3 2 Selective Recording Criteria Selective recording 1s where incoming outgoing calls are recorded of selected components of DN With the selected DN being recorded additional filter can be used to record the calls based on Date amp Time Days of Week CLID DNIS and others In this example it shows only the DN of the BCM telephones being recorded without any filter condition for simplicity To create a Selective recording criterion navigate to Engage gt Record gt Schedule Recording On the right hand window pane under the column Schedule Recording Criteria right click the mouse button and select the Create option provided as seen in Figure 27 In the New Criteria window type the Criteria Name as BCM and press OK not shown To add DN to be recorded right click on DN space select Add and input the DN in the Engage DN Input as shown in Figure 28 Click OK to input the DN then Close to turn off the DN Input pop up Engage Schedule Recordir ng Criterio W Archive recorded calls Screen Capture ACD Agents Port Numbers Date amp Time Days of Week CLIC DNS DN Other DN Engage DN Inpu
15. ia Name and press OK as shown in Figure 26 below New Criteria Criteria Name Record All Exclusion Criteria Figure 26 Creating New Criteria To activate the recording criteria Record All right click on the newly created criteria and select Activate as shown in Figure 27 Click on OK at the Modification successful pop up not shown i Engage Avaya CT avaya Logoff Schedule Recording El Configuration System Users Schedule Recording Criteria Current Recording Criterion ACD Agents E Port Numbers ES Name Record ALL DNIS Numbers tm Activation Status Not Active Groups OMEN Exclusion Criteria No Alarms nnn CES Default Password ERE E udi Create Start Date amp Time Date Not specified Time Not specified El Record aan ae o chedule Recording Modify End Date amp Time Date Not specified Time Not specified z Days Specified El Status Delete i sae System Users E E e amp Active Calls Duration range min sec Specified Elf Log Clear All ACD Agents Specified gt Playback Activate Port Numbers Specified 4 System Users CLID Specified DNIS Specified DN Specified Selective Archiving d i Server Refresh Archiving Center Message Center License Management Reports m Engage Schedule Recording Engage Server Time 14 53 Figure 27 Record All Criteria Summary After activate the Record AIl criteria will be
16. ient 6 3 Configure Recording Criteria This section describes the recording criteria that can be built using the Engage Record Client to record calls going on the Avaya telephones on the BCM via Analog trunk Example criteria discussed in this section are Record All recorded all calls and selective recording record calls as per filters set 6 3 1 Record All Criteria To create a recording criteria navigate to Engage gt Record gt Schedule Recording On the right hand window pane under the column Schedule Recording Criteria right click the mouse button and select the Create option provided as seen in Figure 25 below Fie Configuration Record Status Log Server Help 2 Engage gt E Logoff Schedule Recording Configuration System Users C Schedule Recording Criteria Current Recording Criterion 4 ACD Agents Port Numbers DNIS Numbers Groups Alarms Modify Delete Rename System Users Clear All Active Calls Log Playback System Users 3 Server H Archiving Center Activate Refresh Message Center H License Management Reports Figure 25 Creating Recording Criteria QT Reviewed Solution amp Interoperability Test Lab Application Notes 25 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg In the New Criteria window type the Criter
17. igure 2 Then log in using the appropriate Username and Password Note The web browser has to enable Java Runtime Environment to support the BCM Web GUI EET Enter Credentials Main Advanced Application Group 4 Save Credentials J Auto Login Application Launcher 1 07 Click for Mon Java enabled browsers or download the Jawa JRE if its not automatically installed from SUN COM Having trouble installing java Try to un inistall java first Copyright Awaya Inc 1999 2010 All Rights Reserred Figure 2 Login to Business Communication Manager QT Reviewed Solution amp Interoperability Test Lab Application Notes 4 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg b The Welcome to BCM page is displayed Click on the BCM applications web links select Business Element Manager and then click Run as highlighted in red box as shown in Figure 3 This action will install Business Element Manager to the local PC After the installation complete Business Element Manager shortcut will be created on desktop Home Contact Welcome to Main Advanced Applications 4pplication Group User Applications No update required Activity Reporter Basic No update required Business Applications Mo update required No update required currently a Mew update availiable 50 2 01 D ata Migration Manager Mew update availiable 1 1 0 Download Locations Run 3rd Party m
18. lution amp Interoperability Test Lab Application Notes 10 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg 5 2 3 2 Administer Telephony Lines Select tab Configuration gt Telephony gt Lines gt Active Physical Lines Double click on a line under the Line Type choose Pool A in this example as shown in Figure 12 Under the Details for Line 064 select Properties tab enter the parameter values highlighted in redbox and other are left at default A Avaya Business Element Manager File Edit View Network Session Tools Help T Exit X cut Ba Copy Mese Web Page M Validate Device M Disconnect amp y Refresh f Auto refresh Element Navigation Panel 4 Task Navigation Panel 4 Network Elem aes 192 169 Active Physical Lines ents Configuration Administration 143 22 Application Resources e Media Gateways LineO61 221 S Port Ranges oop Line062 221 e Telephony Resources oop LineO63 221 Ey IP Trunks oo e Dial Up Interfaces IR LineO66 221 Pool BlocB O Telephony R Line067 221 Pool BlocB H Global Settings R Line068 221 Pool BlocB EQ Sets R Line069 221 Pool BlocB Templates R Line070 221 Pool BlocB Active Sets Line071 221 Pool BlocB Active Application DNs Inactive DNs Copy Paste Renumber All DNs Lines Active Physical Lines Q Active VoIP Lines Q Target Lines Properties Preferences Restrictions Assigned DNs Inactive Lines Trunk
19. mode Supervised Link at CO e All Lines S Loops Dial mode Tone Line Tuning Digit 1 x S Scheduled Services Loss package Medium CO g 1 3 Dialing Plan Impedance Ohms 600 General v ess Li ry 4 Done L colL Molo mol w a v Include ACKed alarms Details For Line 064 Figure 12 Assign Active Physical Lines to Pool Block QT Reviewed Solution amp Interoperability Test Lab Application Notes 11 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg 5 2 4 Administer Dialing Plan This section describes how to configure the Dialing Plan for the communication on the Analog Trunk between BCM BCM450 and Service Provider emulated PSTN BCM 50 system using the Private Network configuration in this example 5 2 4 1 Routing Settings Select tab Configuration gt Telephony gt Dialing Plan gt Routing Select tab Routes Click on Add button to add a route Enter Route number to add 0 in this example in the pop up window Then click OK not shown Double click on the Route 0 under the Use Pool column Select from the pull down list A in this example See Figure 13 A Avaya Business Element Manager M E File Edit View Network Session Tools Help i Ext dg Cut Ba Copy Paste Web Page M Validate Device YG Disconnect Refresh AP Auto refresh Element Navigation Panel 4 Task Navigation Panel Routes Destination Codes Second Dial Tone 2 4 Netw ent
20. on A Avaya Business Element Manager 10 10 97 34 File Edit View Network Session Tools Help fp exit de Cut bits Copy BB Paste Web Page M Validate Device Mi Disconnect amp y Refresh f Auto refresh Element Navigation Panel Task Navigation Panel 1 4 Network Elements Configuration Administration ES 10 10 97 34 Welcome System Account Notifications WARNING Your telset password must be changed Administrator Access WARNING The following account passwords must be Resources changed Telephony Numeric ID 738662 Data Services Applications User ID nnadmin Telset user ID 738662 Last successful login 2011 03 28 15 23 EF Done L CiOo M 0 m 52 W 36 v Indude ACKed alarms Figure 8 Avaya Business Element Manager QT Reviewed Solution amp Interoperability Test Lab Application Notes 8 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg 5 2 2 Login to BCM Monitor a Double click the BCM Monitor icon on the desktop Then input P address of BCM username nnadmin and appropriate password as shown in Figure 9 Figure 9 Enter Logon Information for BCM Monitor b Click Connect The BCM Monitor GUI displays as shown in Figure 10 E BCM Monitor BCM450 File Statistics Help BCM Hardware Installed Devices Platform M450 MIC eth IF 127 1 0 1 Eno SSe7E 1333 MHz Mask 2552552550 Memory 504 MB MAC O0 21 E1 D3 51 02 M NIC eth Had d
21. on Administration EISE SG TERREERT ER Active Application DNs Inactive DNs All DNs 3 Lines Active Physical Lines Active VoIP Lines Target Lines Inactive Lines All Lines e Loops e Scheduled Services FE Dialing Plan General DNs Public Network Private Network Line Pools e e Ring Groups H E Call Security Hospitality Hunt Groups Call Detail Recording e Call Recording C3 Data Services Applications Delete M b 4 Done L coL M 0L o molo w v Include ACKed alarms Figure 14 Destination Code Settings QT Reviewed Solution amp Interoperability Test Lab Application Notes 13 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg 5 2 4 3 User Telephone Sets Configuration for Incomming Outgoing Call This section show how to configure telephone sets to specific physical line for incoming outgoing calls to from a telephone set Select tab Configuration gt Telephony gt Sets gt Active Sets Select tab Line Access Click on the telephone set under the Model column in this example 1140E 2004 to be used for line assignment under the section Details for DN xxxxx as shown in Figure 15 Click on Line Pool Access tab select 4 and click on Add button to add a Line Pool A Avaya Business Element Manager a E B File Edit View Network Session Tools Help qe Ext dg Cut Ga Copy Base Web Page 4 Validate Device Y
22. onfiguration Record Status Log Server Help Logoff Configuration Playback Log H System Users ACD Agents Port Numbers H DNIS Numbers ACD Agent Full Name Date Time Day CLID DN niei Port No Port Name Media 7 9 Groups A Agent 7 22 2011 12 04 01 PM Friday 9726442222 353 353 3 40 Hard Disk E Alarms 7122 2011 10 03 11 AM Friday 9726442222 8000 049 Default Password 7 22 2011 10 03 01 AM Friday 9726442222 8000 049 Hard Disk B Agent 7 22 2011 9 59 55 AM Friday lo726442222 i lo la000 049 Hard Disk B Agent 7 22 2011 9 59 38 AM Friday 353 0 jg000 049 Hard Disk A Agent 7 22 2011 9 59 12 AM Friday 9726442222 8000 049 Hard Disk B Agent 7 22 2011 9 57 33 AM Friday 9726442222 8000 049 Hard Disk 779 Active Calls A Agent 7 22 2011 9 56 46 AM Friday 9726442222 lo lgo00 049 Hard Disk Log A Agent 7 22 2011 9 49 18 AM Friday 9726442222 8000 049 Hard Disk i A Anent 7127212011 9 48 19 AM lFridav la726442222 lanas Hard Disk Fa Cached Calls Number of Calls 25 Security Disabled 7 3 Record Schedule Recording O Status 024 System Users wh Duatana llevo Engage Playback Options ngage Server Time 12 08 Figure 32 Playback Log 8 Conclusion All of the executed test cases have passed and met the objectives outlined in Section 2 The Engage Record Serv
23. or 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 DevConnect Program at devconnect avaya com QT Reviewed Solution amp Interoperability Test Lab Application Notes 31 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg
24. ored by the being displayed in the BCM Devices list To configure for all BCM endpoints to be monitored enter in the DN to Monitor field and click on the Add button This is a very simple way to manage the recordings of the BCM however it 1s not possible to assign specific ports to specific system users and exclude some ports from some system users QT Reviewed Solution amp Interoperability Test Lab Application Notes 21 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg Engage BCM Configuration General BLM Devices Channel Mapping Call Tagging E mail Settings Miscellaneous DM to Monitor Device workstation Name Delete Delete All workstation Name BCM Device Moritoring Mates gt To monitor all handset devices connected to the BEM add DN gt To exclude a device prepend a to the ON Example 2000 means do not monitor ON 2000 gt WARMING IF vau choose to esclude a DM from manitaring conference transferred calls initiated from that ON may nat record for other monitored DIN s Figure 21 BCM Devices Tab 6 1 3 Channel Mapping Tab The Channel Mapping tab is used to configure the Engage Record server with the BCM trunks to be monitored Click on the Channel Mapping tab and the Channel Mapping dialog box displays as show in Figure 22 To add a BCM analog trunk tap channel to your Engage system Enter desired tap card port number in the Tap Hardware Port
25. rive 5 T3806 BAS IP 10 10 97 34 Profile NAS Mask 255255255240 SystemID BBFCXEVIGIJCBF epp a ee Serial number LBENNTMGYOO00 L 10 10 11 1 255 255 255 252 r BEM Software OU 21 E1 D3 51 04 Version 10 0 1 02 120 pas 127131 Boot time 679 11 8 30 FM 299 295 255 0 12 1 7 65 00 00 03 F Configuration 1271 41 Published IF 955 255 255 0 address 10 10 37 34 02 17 65 00 00 04 Next hop 10 10 97 33 127 1 5 1 259 255 295 0 02 1 65 00 00 05 127 1 5 1 255 255 255 0 02 1 7 65 00 00 06 Figure 10 BCM Monitor GUI QT Reviewed Solution amp Interoperability Test Lab Application Notes 9 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg 9 2 3 Administer Resources This section describes how to configure an analog trunk on BCM to PSTN system 5 23 1 Administer Application Resource for Analog Trunks These Application Notes assume that the basic configuration has already been administered This section describes steps for configuring Application Resource for an analog trunk on BCM to work with Service Provider system For further information on Avaya Business Communication Manager 450 please consult references in Section 9 Select tab Configuration gt Resources gt Telephony Resources Under Configured Device select GATI4 and then click Enable button if it is not already enable as show in Figure 11 Choose the parameters that are highlighted in red box Others are left as
26. s Configuration Administration Routes 32 168 22 Inactive DNs l NJA NJA Nie All DNs DD Wie Public C9 Lines Active Physical Lines Active VoIP Lines Target Lines Inactive Lines All Lines e Loops e Scheduled Services Dialing Plan General DNs Public Network Private Network Line Pools e Ring Groups H O Call Security ei Hospitality Hunt Groups e Call Detail Recording S Call Recording Data Services C3 Applications ork Elem Figure 13 Route Settings QT Reviewed Solution amp Interoperability Test Lab Application Notes 12 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg 5 2 4 2 Destination Settings Select tab Configuration gt Telephony gt Dialing Plan gt Routing Select tab Destination Codes tab Click Add to add a Destination Code where the call is going to route to 9 in this example Click OK Under Normal Route column of newly created destination code enter route number which was created in Section 5 2 4 1 route 0 Absorbed Length would be set to All for newly created route 9 as shown in Figure 14 A Avaya Business Element Manager 3 B File Edit View Network Session Tools Help AP Exit de Cut 15 Copy e Paste web Page 4 Validate Device YG Disconnect L Refresh Auto refresh Element Navigation Panel Task Navigation Panel Routes Destination Codes Second Dial Tone if Network Elements Configurati
27. s used In the Conversation Save SPRE Code field enter the SPRE code that each BCM user must press to activate the Conversation Save feature Under Phone Message to display enter up to 12 characters that user wants the telephone to display to indicate that the Conversation Save feature is on For example Conv Save If the Record button feature 1s used Enter the SPRE code each BCM user must press to activate recording Enter up to 12 characters that you want the BCM telephone to display to indicate that the Record feature is on For example Record QT Reviewed Solution amp Interoperability Test Lab Application Notes 19 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg Note If user A on a BCM telephone set adds user B on a BCM telephone set to a conference call user B cannot use the Record SPRE Code during the conference call In this scenario only user A the originator of the conference call can use the Record SPRE Code during the conference call The Engage system does not support SPRE based call tagging functionality for non originator BCM station telephone sets If the Conversation Delete button feature 1s used Enter the SPRE code each BCM user must dial to activate the Conversation Delete feature Enter up to 12 characters that you want the telephone to display to indicate that the Conversation Delete function is on For example Conv Delete Note A SPRE code is a Special Prefix code
28. t X Input Df 353 Clear Close Clear Clear All Cancel Figure 28 Selective Recording on DN Now the required DN is selected as shown in Figure 29 and included into the BCM criteria Press OK to complete configuring the newly created criteria QT Reviewed Solution amp Interoperability Test Lab Application Notes 27 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg Engage Schedule Recording Criterion Options fe Archive recorded calls Screen Capture ACD Agents Port Numbers Date amp Time Days of Week CLIO purs DN other OK lear Clear All Cancel Figure 29 Selected DN being added to the BCM Criterion To activate the recording criteria BCM criterion right click on the newly created criteria and select Activate not shown Click on OK at the Modification successful pop up not shown After activate the BCM criteria will be highlighted with greenish color to indicate that the filter criteria 1s currently active not shown 7 Verification Steps This section includes some steps that can be followed to verify the solution 1s working Making inbound call from emulated PSTN to DN 353 At the Engage Record Client PC select Engage gt Status gt Active Calls This will show that the call is being active on the BCM over the analog trunk port 8000 049 as shown in Figure 30 Engage Adm I Adm Default File Configuration Record Status Log Server
29. that users dial to access features of the telephone system BCM SPRE codes start with an or The second character can be 0 9 or The remaining characters can be 0 9 The entire SPRE code must not exceed four characters in length Do not check the box for Enable verbose diagnostics trace check box unless instructed to do so by TelStrat Customer Service personnel QT Reviewed Solution amp Interoperability Test Lab Application Notes 20 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg Engage ECM Configuration General BCM Devices Channel Mapping Call Tagging E mail Settings Miscellaneous Server Locations Voice Server Address BCM Server Address TVSINDESER 32 158 143 225 The B MzZEngage server is currently running so the BCM and Engage server addresses cannot be changed Please stop the server to make these changes Record On Demand SPRE Codes SPARE Code Phone Message to display 12 chars Conversation Save gs Conv Save Record Conv Record Conversation Delete E Cony Delete Diagnostics Enable verbose diagnostics trace slower performance ieee only set this if directed ta by a support engineer Cancel Ame Figure 20 Engage BCM Configuration 6 1 2 BCM Devices Tab Click on the BCM Devices tab to display the following BCM Devices dialog box to configure which ports to record as shown in Figure 21 By default all BCM endpoints will be monit
30. ver Status 6 2 Configure Engage BCM Voice Recording Server Software This section explains the configuration using the Engage Record Client PC to connect to Engage Server to monitor record and playback the recorded conversations It is assumed that the Engage Record Server has been successfully installed and the required recording services are running on it Assumption is also made that the Engage Record Client has been successfully installed For additional information on Engage Record suite installation and configuration refer to Section 9 2 and 3 To access the Engage Client navigate to Start gt All Programs gt TelStrat Engage gt Engage Client from the equipment it is installed on During compliance testing the client was installed on a PC The TelStrat Engage Record Client login screen is seen as in Figure 24 below Enter the UserID Password and the Server Name The server name is the IP address or the server name of the Engage Record Server Press OK once the above information has been entered Note Server Name in this example was the IP address of the Engage Server which this client is connecting to 10 10 97 56 QT Reviewed Solution amp Interoperability Test Lab Application Notes 24 of 31 SPOC 10 11 2011 2011 Avaya Inc All Rights Reserved TelstratBCMAnlg Engage Logon Dialog TelStrat Engage UserID Password Server Mame Windows Integrated Logan Figure 24 Login Screen of Engage Cl
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