Avaya Business Communications Manager 450 (BCM 450) Application Note
Contents
1. Lines fe J Global Setti a __ j Global Settings PRI Line013 Pool BlocD Q Line014 Pool BlocE Line015 Line016 Pool BlocB Line017 Pool BlocB a oe Line018 Pool BlocB so All Lines ne Loops es Scheduled Services J Dialing Plan Ring Groups i Call Security Preferences Restrictions Hospitality Hunt Groups Call Detail Recording Call Recording Vata se Z BActive Physical Lines Active VoIP Lines Details for Line 009 Distinct rings in use None Done L C OLO MOL m 15 __W 40 7 Indude ACKed alarms Figure 12 Assign Active Physical Lines to Pool Block QT Reviewed Solution amp Interoperability Test Lab Application Notes 11 of 31 SPOC 10 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM PRI 5 2 3 3 Administer Telephony Target Lines Select Configuration tab gt Telephony gt Target Lines Double click on a line line 995 in this example and fill in the DN show in the red boxes of the target digital set in use as shown in Figure 13 Avaya Business Element Manager 10 10 97 34 Feride Nanak Se Tooko e a A exit 3 cut My Copy W Paste web Page Validate Device Y Disconnect E Refresh Auto reftesh Element Navigation Panel Task Navigation Panel apy Network Elements Configuration Administration 10 10 97 34 i oe i Welcome Trunk Type Name Control Set Line Type Prime Set Pub Received Priv Recei2. AVAYA Avaya Solution amp Interoperability Test Lab Application Notes for TelStrat Engage Record Version 3 3 PRI 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 a PRI trunk interface TelStrat Engage Record can connect to the Avaya Business Communication Manager to record and playback any conversation that goes through Avaya telephones via PRI digital 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 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM_ PRI 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 a PRI Digital 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
3. For Outgoing Call Select tab Line Pool Access under Details for DN click Add button to add BlocB as used in Section 5 2 4 2 Click OK from the Add Line Pool pop up to complete as shown in Figure 18 Avaya Business Element Manager 10 10 97 34 File Edit View Network Session Tools Help Cl Exit amp Cut ba Copy Paste web Page PY Validate Device YG Disconnect Za Refresh Element Navigation Panel4 Task Navigation Panel 4 Network Elements Configuration Achminiatcation y10 10 97 34 10 10 97 35 ao Line Access Capabiities and Preferences Restrictions Active Sets System i EPE Access e Pub OLI riv Fwd Delay Fwd Busy di Resources A sd A Telephony Global Settings Sets Templates J 7 W c a 22525 2 77777 Active Application DNs Inactive DNs AIlDNs a ee 4 Lines Copy Paste Renumber Loops Scheduled Services J Dialing Plan Details for DN 22624 Ring Groups 3 Call Security Line Assignment Line Pool Access Answer DNs MeetMe Conferencing Hospitality Line Pools Hunt Groups Call Detail Recording Call Recording Data Services Add Line Pool Applicati Applications oe roi OK Cancel Line Pool Figure 18 Line Pool for Outgoing Call to PSTN on PRI trunk 5 2 4 5 Capabilities and Preferences Under Active Se
4. only set this if directed to by a support engineer cancel Apo _ 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 monitored 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 then select the Add button This is a very simple way to manage the recordings of the BCM however it is not possible to assign specific ports to specific system users and exclude some ports from some system users This can be accomplished with Agent ID by selecting Copy DN to Agent ID field if Agent ID is not present on Miscellaneous tab of Engage BCM Configuration 1 QT Reviewed Solution amp Interoperability Test Lab Application Notes 21 of 31 SPOC 10 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM_ PRI Engage BCM Configuration General BLM Devices Channel Mapping Call Tagging E mail Settings Miscellaneous DOM to Monitor BCM E 2 Workstation Hame Delete Delete All workstation Name BCM Device Moritoring Motes gt To monitor all handset devices connected to the BLM add DN gt To esclude a device prepend a to the ON Example 2000 means do not monitor OM 2000 gt WARMING Fo
5. If the Conversation Delete button feature is 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 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 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM_ PRI Engage BCM Configuration General BLM Devices Channel Mapping Call Tagging E m il Settings Miscellaneous Server Locations Voice Server Address BCM Server Address YOCTENGAGES 10 10 97 34 The BCMZE ngage server is curently running so the BCM and Engage server addresses cannot be changed Please stop the server to make these changes Record On Demand SPRE Codes SPRE Code Phone Message to display 12 chars Conversation Save 53 Conv Save Record Bl Conv Record Conversation Delete E Eon Delete Diagnostics a Enable verbose diagnostics trace slower performance
6. After activate the BCM criteria will be highlighted with greenish color to indicate that the filter criteria is 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 BCM 50 emulated PSTN DN 322323 phone to one TDM phone with DN 22624 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 PRI trunk as shown in Figure 30 E i Engage Avaya CT avaya File Configuration Record Status Log Server Help do Engage 2 Logoff Active Calls B d Configuration System Users gt ACD Agents Port Numbers ACD Agent i Port No liane H DNIS Numbers 3200 000 Ee eee zoos 5922624 22624 e Alarms mae Default Password B d Record Schedule Recording Status H Playback System Users El Server Archiving Center gt Message Center License Management Reports Engage Active Call Status Engage Server Time 16 46 Figure 30 Active Calls QT Reviewed Solution amp Interoperability Test Lab Application Notes 28 of 31 SPOC 10 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM PRI 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
7. Route Settings QT Reviewed SPOC 10 14 2011 14 of 31 TelstratBCM_ PRI Solution amp Interoperability Test Lab Application Notes 2011 Avaya Inc All Rights Reserved 5 2 4 3 Destination Settings Select tab Configuration gt Telephony gt Dialing Plan Select tab Destination Codes tab Click Add to add a Destination Code where the call 1s going to route to 593 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 2 route 2 Absorbed Length would be set to 0 for newly created route 593 as shown in Figure 16 Element Navigation Panel E Network Elements 10 10 97 34 i 10 10 97 35 Avaya Business Element Manager 10 10 97 34 File Edit View Network Session Tools Help A Exit amp Cut ts Copy amp Paste Task Navigation Panel Configuration Administration Welcome fH jy System E3 Administrator Access E i Resources a Telephony S _ Global Settings fh Sets i h Lines i Loops Scheduled Services d Dialing Plan General DNs Public Network Private Network Line Pools 9 i o be Ring Groups d Call Security gt Hospitality Hunt Groups i Call Detail Recording i Call Recording Data Services E x Applications 921276N p A 003 003 003 003 003 003 003 003 003 003 y Web Page J Vali
8. Settings Select Configuration tab gt Telephony gt Dialing Plan gt Routing Select tab Routes Click on Add button to add a route Enter Route number to add 2 in this example in the pop up window Then click OK not shown Double click on the Route 2 under the Use Pool column Select from the pull down list BlocB in this example Then double click on the Route 2 under DN Type column Select from the pull down list Private Avaya Business Element Manager 10 10 97 34 File Edit View Network Session Tools Help A ext X Cut ls Copy i Element Navigation Panel4 Task Navigation Panel BY Network Elements i gours iy 10 10 97 35 Configuration Administration Dialing Plan Routing Welcome jy System 4 Administrator Access Jy Resources j d Telephony E d Global Settings E Sets Lines Loops Scheduled Services Routes Destination Codes Second Dial Tone M Paste Web Page Validate Device YG Disconnect Refresh f Auto refresh Routes Route External Number Use Pool DN Type BlocA Private Bloc Private j Service Type Service ID Dialing Plan General DNs Public Network Private Network Line Pools Ring Groups G4 J Call Security Hospitality Hunt Groups Call Detail Recording i Call Recording Ji Data Services Applications Add Delete 4 Figure 15
9. 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 Recording Critenon Options v Archive recorded calls ACD Agents Port Numbers Date amp Time Days of Week CLID ona ON oter DN Engage DN Input Input ON ae Loc os 1 SS eee ce ee 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 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM PRI 2 Engage Schedule Recording Criterion Options Archive recorded calls ACD Agents Port Numbers Date amp Time Days of week cum pmis DN Other DN 72972 2258 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
10. 10 10 97 34 File Edit View Network Session Tools Help A ext X cut ly Copy MB Paste Web Page J Validate Device YH Disconnect 4 Refresh Auto refres Element Navigation Panel Task Navigation Panel By Network Elements Configuration Administration 10 10 97 34 Pines ie Line access capabiites and Preferences Restrictions i System Administrator Access Model Port Pub OLI Priv OLI Fwd No Answer Fwd Delay Fwd Busy Resources ges we as Active Sets Telephony ive os ii E amp Global Settings oe abe El yp Sets Templates JActive Sets Active Application DNs All DNs saad Sash l aiaiel i Lines Paste Renumber gt Loops Scheduled Services amp Dialing Plan Details for DN 22624 Ring Groups s d Call Security Line Assignmert Line Pool Access Answer DNs MeetMe Conferencing r Hospitality Assigned Lines Hunt Groups Call Detail Recording Call Recording E Apor amp Ring i 6 Data Services jy Applications Figure 17 Line Assignment to DN Associated with Digital Set for Incoming Call Line Appearance Type Appearances Caller ID Set Vmsg Set Priv Received Pub Received QT Reviewed Solution amp Interoperability Test Lab Application Notes 16 of 31 SPOC 10 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM_ PRI
11. Avaya Business Element Manager 10 10 97 34 File Edit View Webwork Session Tools Help fp exit J Cut 15 Copy amp Paste Web Page J Validate Device YG Disconnect Ea Refresh Auto efresh Element Navigation Panel Task Navigation Panel E A Network Elements Configuration Administration a 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 sia User ID nnadmin Telset user ID 738662 Last successful login 2011 03 28 15 23 Done LC 0 L__M 0 ___m 52 ___W 36 JV Indude ACKed alarms QT Reviewed Solution amp Interoperability Test Lab Application Notes 8 of 31 SPOC 10 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM PRI Figure 8 Avaya Business Element Manager 5 2 2 Login to BCM Monitor a Double click the BCM Monitor icon on the desktop Then input ZP 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 I BCM Monitor BCM450 File Statistics Help BCM Hardware Installed Devices Platform CPU Memory Hard drive Profile System ID Serial number LENNTMGYO0OOJL r BCM Software Yersin Boot time M450 S567E 1333 MHz 504 MB
12. BCM Web GUI Hf eer Enter Credentials Main Advanced Application Group J 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 install java first Copyright Awaya Inc 1999 2010 All Rights Reserned Figure 2 Login to Business Communication Manager QT Reviewed Solution amp Interoperability Test Lab Application Notes 4 of 31 SPOC 10 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM PRI 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 4pplications No update required No update required currently a New Update availiable 50 2 01 Data Migration Manager New update availiable 1 1 0 Download Locations Run 3rd Party a Application Launcher 1 07 Click for Mon Java enabled browsers or download the Java JRE if its not automatically installed fram SUM COMM Havi
13. M 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 system 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 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM_ PRI Select Start gt Programs gt TelStrat Engage gt BCMEngine Controller The BCMEngine Controller icon appears on the bottom right corner of the Window Taskbar as shown in Figure 19 baretail Shortcut Engage Client F BCMEngine Controller Lant tel lienkt i Start a Ee A i Control Panel Figure 19 Engage BCM Engine Controller 6 1 1 General Tab configuration Right Click on the BCMEngine Contr
14. ST38081545 NAA BBFCXCYGJCBF 10 0 1 02 120 6 8 11 8 30 PM IF Configuration Published IF address Nest hop 10 10 97 34 10 10 97 33 NIC eth IF Mask MAC eth IF Mask MAC athe IF Mask MAC etha IF Mask MAC eth IF Mask MAC gt eth IF Mask 127 1 0 1 255 255 255 0 00 21 E1 03 51 02 10 10 97 34 255 255 255 240 00 21 E1 03 51 03 10 10 11 1 255 255 255 252 00 21 E1 03 51 04 127 1 3 1 255 255 255 0 02 1 65 00 00 03 127 1 4 1 255 255 255 0 02 1 7 65 00 00 04 127 1 5 1 255 255 255 0 02 1 65 00 00 05 127 1 6 1 255 255 255 0 02 1 7 65 00 00 06 9 of 31 TelstratBCM_ PRI QT Reviewed SPOC 10 14 2011 Solution amp Interoperability Test Lab Application Notes 2011 Avaya Inc All Rights Reserved Figure 10 BCM Monitor GUI 9 2 3 Administer Resources This section describes how to configure a PRI Trunk on BCM to Service Provider system 5 2 3 1 Administer Application Resource for PRI Trunks These Application Notes assume that the basic configuration has already been administered This section describes steps for configuring Application Resource for PRI Trunks on BCM to work with Service Provider system For further information on Avaya Business Communication Manager 450 please consult references in Section 9 Select Configuration tab gt Resources gt Telephony Resources Under Configured Device select DTM PRI and then click Enable butto
15. corded 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 PRI Digital Trunk Interface Module PRI Digital Trunk Interface Module o 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 a PRI trunk to a Service Provider in this example BCM 450 is configured as Central Office emulated PSTN system QT Reviewed Solution amp Interoperability Test Lab Application Notes 3 of 31 SPOC 10 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM_ PRI 5 1 Configure Local BCM BCM 450 This section describes how to configure the BCM system connecting to Engage Record Server to monitor to record and to play back conversations on the Avaya telephones 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 Figure 2 Then log in using the appropriate Username and Password Note The web browser has to enable Java Runtime Environment to support the
16. date Device Disconnect 4 Refresh Auto efresh Dialing Plan Routing F Routes Destination Codes econd Dial Tone Destinator Eod Destination Code Normal Route Absorbed Length Wild Card 0 1 2 3 4 5 6 Fal 26 002 0 001 0 001 All 001 0 001 0 001 0 001 0 003 1 002 1 001 0 i pa pit pit pit pit pid pid pid pido pit pit 4 Done QT Reviewed SPOC 10 14 2011 Add Delete vr Wo LC 0 L__M 0 __m 15 __W 39 V Indude ACKed alarms Figure 16 Destination Code Settings Solution amp Interoperability Test Lab Application Notes 2011 Avaya Inc All Rights Reserved 15 of 31 TelstratBCM_ PRI 5 2 4 4 User Telephone Sets Configuration for Incoming Outgoing Call This section show how to configure telephone sets to specific physical line for incoming outgoing calls to from a digital set Select tab Configuration gt Telephony gt Sets gt Active Sets Select tab Line Access Click on the digital set under the Model column T7316 M7310 to be used for line assignment under the section Details for DN xxxxx as shown in Figure 17 For Incoming Call Click Add button to assign an available line the DN 22624 associated with the digital set The line used in this example is 995 which was selected in Section 5 2 4 3 Click OK from the Add Line Assignment pop up window Enter and use the parameters values highlighted in red boxes Avaya Business Element Manager
17. e Media Engage Playback Options ngage Server Time 16 50 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 Server version 3 3 PRI trunk interface is considered compliant with Avaya Business Communication Manager Release 6 0 QT Reviewed Solution amp Interoperability Test Lab Application Notes 29 of 31 SPOC 10 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM_ PRI 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 10 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 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM_ PRI 2011 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 property of their respective owners The information provided in these Application Notes is sub
18. ecord and playback conversations going through a PRI trunk 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 going on the telephones via a PRI 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 PRI digital 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 All executed test cases have been passed Avaya telephone conversations 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 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM_ PRI 10410 97 34 L E 1040 97 56 Conversation L RI Re
19. es 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 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM_ PRI BCMEngine Server Status Current Status Server Is running Messages Version Figure 23 BCMEngine Server 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 Enga
20. ge 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 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM PRI Engage Logon Dialog TelStrat Engage UserID Password Server Mame Windows Integrated Logon Figure 24 Login Screen of Engage Client 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 digital TDM telephones on the BCM 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 Logoff Schedule Recording Configuration System Users Schedule Recording Criteria i Curre
21. ified oe me ochedule Recording odify Pea g J Status Delete Days BPEEEESES System Users R E E l x avian i Active Calls Duration range min sec Specified Ely Log Clear All ACD Agents Specified gt Playback Activate Port Numbers Specified H System Users Refresh CLID El jy Server SRS H Archiving Center Message Center License Management Reports Specified DNIS Specified DN Specified Selective Archiving We Engage Schedule Recording gage Server Time 14 53 Figure 27 Record All Criteria Summary After activate the Record All criteria will be highlighted with greenish color to indicate that the filter criteria is 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 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM PRI 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 TDM 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
22. ject 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 DevConnect Program at devconnect avaya com QT Reviewed Solution amp Interoperability Test Lab Application Notes 31 of 31 SPOC 10 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM_ PRI
23. n if it is not already enable as show in Figure 11 Choose the parameters that are highlighted in red box Others are left as default Avaya Business Element Manager 10 10 97 34 File Edit View Network Session Tools Help fl Exit X Cut Ws Copy MR Paste Web Page J Validate Device Yh Disconnect 4 Refresh MJ Auto refresh Element Navigation Panel Task Navigation Panel i Telephony Resources Configuration Administration 10 10 97 34 i Piaci bainanbl Pa ET ae t Welcome Modules E jy System Location Configured Device Dip Switch w Active Identification sree ar A Se Date and Time TAN he Keycodes linterna Applications IP Subsystem Main MBM 1 ASM ASM MBM i Telephony Regions PESE Un H di Administrator Access El Resources 9 Application Resources Media Gateways Port Ranges i IP Trunks F i Dial Up Interfaces Enable Deconfigure 9 Telephony E _ Global Settings Ef Sets fH J Lines E eaters i 1 i Trunk Module Parameters i ision Lines Loops _Trunk Port Details Provision Lines Scheduled Services Trunk type PRI Send name display 7 T1 Parameters Dialing Plan me Ring Groups Protocol SL 1 v Remote capability MWI V CO fail TIA 547A j Call Security Protocol type User Slave x Maximum transits 31 w Interface levels ISDN v Hospitality B channel selection Descending Sequential Framing ESF Hunt Group
24. ng trouble installing java Try to UN install java first Copyright Avaya Ine 1999 2010 All Rights Reserved Figure 3 Business Communication Manager QT Reviewed Solution amp Interoperability Test Lab Application Notes 5 of 31 SPOC 10 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM PRI 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 Home Contact Welcome to BCM Main Advanced Applications User Applications No update required Activity Reporter Basic No update required Business Applications No update required Business Element Manager No update required currently a CM Monitor New update availiable 50 2 01 Data Migration Manager New update availiable 1 1 0 Application Group Download Locations Run 3rd Party 4oplication Launcher 1 07 Click for Mon Java enabled browsers or download the Java JRE if its not automatically installed from SUN COMI Having trouble installing java Try to UN in stall java first Copyright S Avaya Ine 1999 2010 All Rights Reserved Figure 4 Element Manager System Overview QT Reviewed Solution amp Interoperability Test Lab Application Notes 6 of 31 SPOC 10 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM_ PRI 5 2 Create a new Network Element Entry for Business Element Manager a Double click
25. nt Recording Criterion ACD Agents n Port Numbers DNIS Numbers Groups Alarms Modify Delete Rename System Users Clear All Active Calls REECE O Log ns Playback Soles System Users O Serer H Archiving Center 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 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM PRI In the New Criteria window type the Criteria 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 Bom Port Numbers Erona Name Record ALL DNIS Numbers Dean Activation Status Not Active Groups ee Exclusion Criteria No Alarms nnr OOOO ni E gi Default Password Selective Create Start Date amp Time Date Not specified Time Not specified He de Record Modi End Date amp Time Date Not specified Time Not spec
26. oller icon and select Configuration The Engage BCM Configuration window will appear as shown in Figure 20 Enter the ZP 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 is 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 is 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 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM_ PRI 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
27. 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 j Away Buns Pleat Mamaeger Hetweork Eeen Figure 5 Create a New Network Element b Input ZP address of BCM username nnadmin and appropriate password to the red box as shown in Figure 6 Then click OK Edit View Network Session Tools Exit a Cut Ma Copy fee Poste Neb Page Validate Device Gonnect Delete fe New Folder Element Navigation Panel S 4 Business Communications Manager Entry x Enter the access parameters For the Business Communications Manager device IP Address 10 10 97 34 User ID nnadmin Password Network Elements QT Reviewed Solution amp Interoperability Test Lab Application Notes 7 of 31 SPOC 10 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM_ PRI Figure 6 Business Communication Manager Entry 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 a Away Baeuness Lement Hensyper ietbwork Dkemenmts 1000 97 4 oy Metreack Bereni 2 ECEE F idie 10 10 97 34 User Er nar PPh rt rt srs 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 on A
28. s Call Detail Recording Clock source Internal Line coding B8ZS Call Recording Internal CSU 7 H 0 Data Services 5 d Applications Details for Module Main MBM 3 DTM PRI CSU line build 0 dB X qA Th r C 0 __M 0 L__m 15 ___W 42 V Include ACKed alarms Figure 11 Configuring Telephony Resources for PRI Trunks Note Protocol type parameter should be set to User Slave for this solution since it is being deployed to be recorded from QT Reviewed Solution amp Interoperability Test Lab Application Notes 10 of 31 SPOC 10 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM_ PRI 5 2 3 2 Administer Telephony Lines Select Configuration tab gt Telephony gt Lines gt Active Physical Lines Double click on a line under the Line Type choose Pool BlocB in this example as shown in Figure 12 Avaya Business Element Manager 10 10 97 34 File Edit View Network Session Tools Help fp Exit X Cut Mts Copy A Paste Web Page Validate Device YG Disconnect 4 Refresh f Auto efresh Element Navigation Panel Task Navigation Panel 7 By Network Elements Configuration Administration defy 10 10 97 34 gt ba 10 10 97 35 e Welcome i Control Set Line Type Prime Set H System nA 39734 Bloc 93 Administrator Access Resources Telephony Active Physical Lines z T iLineQOs medio LineO11 Pool BlocB Line012 Pool BlocC j Sets
29. s shown in Figure 14 Avaya Business Element Manager 10 10 97 34 File Edit View Network Session Tools Help 1 Exit X Cut Wy copy Mh Paste Web Page J Validate Device MG Disconnect 4 Refresh i Auto refresh Element Navigation Panel4 Task Navigation Panel x Pir Dialing Plan Private Network E By Network Elements Configuration Administration ng i pte 10 10 97 35 Welcome Private Network Settings H System sr pe watt AE Private Received number length Private network type UDP x Yv E Resources Private Auto DN Private network ID 1 lf Telephony Private DISA DN Location code 59 Global Settings i p J S Private access code 6 Private DN length 8 t ets Lines Active Physical Lines MCDN VoIP i Active VoIP Lines Target Lines Inactive Lines i All Lines Special access code ETSI Loops Network ICCL 7 i Scheduled Services Network Diversion Dialing Plan TRO v General TAT 4 DNs Public Network o HES ales Line Pools Routing Ring Groups Local access code Virtual Private NetworkID 1 National access code Zone ID 0 MCID F LC 0 L_M 0 __om 15 ___W 42 J Include ACKed alarms Figure 14 IP Trunk Settings QT Reviewed Solution amp Interoperability Test Lab Application Notes 13 of 31 SPOC 10 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM PRI 5 2 4 2 Routing
30. ts select Capabilities and Preferences tab Check the box on the selected line 22624 under Auto Called ID This will allow the delivery of the Calling Name Party Display not shown Under Active Sets select Line Access tab Double click on line 22624 under the Priv OLI column enter the DN 22624 This will allow the delivery of the Calling Line Identification Display not shown 5 3 Emulated PSTN BCM 50 as Central Office PRI trunk Configuration The configuration of BCM 50 platform Central Office CO for emulated PSTN via PRI trunk interface is similar to Section 5 1 Please refer to the steps in Section 5 1 to complete the PRI trunk configuration for this example Note In Section 5 2 3 1 Figure 11 the Protocol type parameter should be set to Master Slave for this CO emulated PSTN QT Reviewed Solution amp Interoperability Test Lab Application Notes 17 of 31 SPOC 10 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM PRI 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 digital telephones on the BCM 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 BC
31. u choose to esclude a DN from monitoring conference transfered calls initiated from that OM may not record for other monitored DNs ee e 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 PRI trunk tap channel to your Engage system Enter desired tap card port number in the Tap Hardware Port 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 Note on the BCM External Line Trunk ID is ranging from 9 3 land these will map to Engage Tap Hardware Port ranging from 0 22 QT Reviewed Solution amp Interoperability Test Lab Application Notes 22 of 31 SPOC 10 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM PRI Engage BCM Configuration General BCM Devices Channel Mapping Call Tagging E mail Settings Miscellaneous Tap Hardware Fort E BCM External Line Trunk ID E Tap Hardware Fort Extemal Line Trunk ID a Delete Delete All a Add Range C j ei f e Figure 22 Channel Mapping Tab 6 1 4 Applying the Changes to the Engage Server After making the above configuration chang
32. used as shown in Figure 31 ES BCM Monitor BCM450 File Statistics Help BCM Info Media Card Voice Ports IP Devices RTP Sessions UIP State s 2 a gt r Line Montor Active Lines Line Direction Start Time Eae 1 Linett Incoming Tue dul 1216 risible lines _ F Line Outgoing L1 Show all lines including inactive E o Linella Outgoing bed Abed pees dal SEAL CAEN oa inn 4 Lines Incoming 3T Lines Uutgemng 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 ma a i Engage Avaya CT avaya Hile Configuration Record Status Loy Sever Help d Engage Logoff Playback Log Configuration El Record ca Schedule Recording aves cm Status ACD Agent Full Name Date Time Day CLID DN ER Port No Port Name Media gt System Users 27624 14 07 2011 4 45 47 PM Cached Calls Displayed number of Calls 200 Security Disabled Thursday 5922624 22624 1 47 a Active Calls 12 07 2011 3 57 11PM Tuesday 6139675258 9134400061 22268 2 35 Hard Disk Bp Log 08 07 2011 10 46 06 AM Friday 6139675258 9134400061 22232 0 00 2200 001 Hard Disk m System Users Server Server Archived Media Number of Media 0 Tim
33. ved G Smi Target line Line990 20224 Public 22231 Anah Line991 20224 Public 22231 E Telesis Line992 20224 Public 22231 7 I Global Se things Line993 20224 Public 22231 i Sets Target line Line994 Public 22231 S Lies Line996 a yoo ine 9 Active Physical Lines Line997 22263 9134400150 Active VoIP Lines Line998 22263 9134400061 Inactive Lines Line999 9134400059 target ine io All Lines ue Loops Scheduled Services Dialing Plan Ring Groups Call Security Preferences Assigned DNs Hospitality Hunt Groups l Call Detail Recording Distinct rings in use None Voice message center 1 Call Recording SFER 0 Data Services E Applications GI Details for Line 995 Aux ringer F If Busy To prime vr Indude ACKed alarms Figure 13 Assigning Target Lines QT Reviewed Solution amp Interoperability Test Lab Application Notes 12 of 31 SPOC 10 14 2011 2011 Avaya Inc All Rights Reserved TelstratBCM PRI 5 2 4 Administer Dialing Plan This section describes how to configure the Dialing Plan for the communication on the PRI Trunk between BCM BCM450 and Service Provider emulated PSTN BCM 50 system using the Private Network configuration in this example 5 2 4 1 Private Network Settings Select Configuration tab gt Dialing Plan gt Private Network Enter the values highlighted in red box a
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