Avaya 4600 Series IP Telephones Application Note
Contents
1. AVAYA Avaya Solution amp Interoperability Test Lab Application Notes for XTEND Communications AnswerPro with Avaya Communication Manager using Avaya Communication Manager Applications Programming Interface Issue 1 0 Abstract These Application Notes describe a compliance tested configuration comprised of Avaya Communication Manager Avaya IP and Digital Telephones and the XTEND Communications AnswerPro AnswerPro is a software application that allows a user to operate a physical telephone and view call and telephone display information through a graphical user interface GUI AnswerPro uses the Avaya Communication Manager Application Programming Interface to share control of a physical telephone and receive the same terminal and first party call control information received by the physical telephone During compliance testing calls were successfully placed to and from Avaya IP and Digital Telephones that were in shared control mode with AnswerPro applications Information in these Application Notes has been obtained through compliance testing and additional technical discussions Testing was conducted via the DeveloperConnection Program at the Avaya Solution and Interoperability Test Lab RL Reviewed Solution amp Interoperability Test Lab Application Notes 1 of 8 SPOC 5 26 2005 2005 Avaya Inc All Rights Reserved CMAPI XTENDAP doc 1 Introduction These Application Notes describe a compliance tested configuration co2. requires an IP_API_A license Note that this is separate and independent of Avaya IP Softphone licenses which are required for Avaya IP Softphones but not required for Communication Manager API stations From the Avaya Communication Manager System Access Terminal SAT interface enter the display system parameters customer options command and verify that there are sufficient IP_API_A licenses display system parameters customer options Ievores O e slik MAX TMUMTTPE IG IRS TRATION Ss ei TEFRODUCTAFTPE Baao seien ADP See ile EG ahs Used IP APIA 1000 3 IP APL B sC O 2 ENE Ie gat O IP_Agent a ORO O I2 IR A LOOO 0 IP Phone S OOU 8 IP_ROMax are O TE Senne EOR 0 IP _eCons RO O R 0 0 0 0 0 0 0 0 0 Enter the change station s command where s is the extension of a registered physical Avaya IP or Digital telephone On Page of the station form set IP Softphone to y Repeat this for every physical Avaya IP or Digital telephone that will be shared controlled by an AnswerPro application change Srat ron 50001 Page MOT 4 STATION Extension SUO Lock Messages n BECO Type 4610 Security Code 12345 LOIN wl Ionia 7s G0 als Coverage Path 1 COR S Name STA 50001 Coverage Path 2 COS i Hitt On eSit a CTNS STATION OPTIONS Osis GeOupc 0 Personalized esalaalopliel fevlevence onaiaiee all Message Lamp Ext 50001 Speakerphone 2 way Mute Button Enabled y Display Language english Survivable GK Node Name
3. IP and Digital telephones after restarts of the AnswerPro application and the computer on which it runs and resets of the physical telephone Avaya Communication Manager API server and Avaya S8500 Media Server For performance testing AnswerPro s off hook on hook hold retrieval transfer and conference call operations under a continuous call volume for over 2 hours The following observations were made during testing e When performing a call transfer or conference from the AnswerPro console the current line is put on hold and another line is activated to call another party However the AnswerPro console does not change the color of the held line to red as it normally does when holding a call This may cause confusion as to whether the held line is still on hold or was dropped The held line s state can be verified on the physical telephone e When the AnswerPro console is used to take an Avaya IP or Digital telephone off hook but the call is manually placed and then hung up from the physical telephone Avaya Communication Manager unregisters the AnswerPro application The AnswerPro application automatically re registers with Avaya Communication Manager A modification of the Avaya Communication Manager API server software resolved the unregistration issue and this modification is expected to be included in a future build of the Avaya Communication Manager API server software 6 Verification Steps The following steps may be used to v
4. Media Complex Ext IP SoftPhone y RL Reviewed Solution amp Interoperability Test Lab Application Notes 4 of 8 SPOC 5 26 2005 2005 Avaya Inc All Rights Reserved CMAPI XTENDAP doc 4 Configure XTEND AnswerPro XTEND Communications installs and customizes AnswerPro for their end customers 5 Interoperability Compliance Testing The interoperability compliance testing included feature serviceability and performance testing The feature testing evaluated the ability of AnswerPro to operate Avaya IP and Digital telephones and view their display and first party call information The serviceability testing introduced failure scenarios to see if AnswerPro can resume operation after failure recovery The performance testing stressed the AnswerPro application by continuously placing calls to a telephone controlled by AnswerPro over extended periods of time 5 1 General Test Approach The general approach was to exercise basic telephone and call operations on Avaya IP and Digital telephones using AnswerPro The main objectives were to verify that e The user may successfully perform off hook on hook dial answer hold retrieve transfer and conference operations on the physical telephone from the AnswerPro console e Manual operations performed on the physical telephones are correctly reflected in the AnswerPro console e AnswerPro and manual telephone operations may be used interchangeably for example go off hook using Answer
5. Pro and manually dial digits e Display and call information provided on the AnswerPro console are consistent with the actual display and call information on the physical telephones e Call states are consistent between AnswerPro and the physical telephones For feature testing the types of calls included internal calls inbound trunk calls outbound trunk calls transferred calls conference calls and Automatic Call Distribution ACD calls For serviceability testing cable disconnects and reconnects application restarts and device resets were applied For performance testing a call generator continuously placed calls to a Vector Directory Number VDN that queued the calls in a hunt skill group which in turn delivered the calls to an agent logged into the hunt skill group the agent s physical telephone was controlled by AnswerPro 5 2 Test Results Calls were successfully placed to and from telephones using manual methods and AnswerPro Other telephone operations such as off hook on hook hold retrieve transfer and conference were successfully performed from the AnswerPro console Manual telephone operations display and call information and call states were also correctly reflected in the AnswerPro console RL Reviewed Solution amp Interoperability Test Lab Application Notes 5 of 8 SPOC 5 26 2005 2005 Avaya Inc All Rights Reserved CMAPI XTENDAP doc For serviceability testing AnswerPro was able to resume control of Avaya
6. Server IP Telephones 88 0 192 45 51 0 24 PCs running XTEND AnswerPro XTEND Database Server Figure 1 Sample configuration RL Reviewed Solution amp Interoperability Test Lab Application Notes 2 of 8 SPOC 5 26 2005 2005 Avaya Inc All Rights Reserved CMAPI XTENDAP doc 2 Equipment and Software Validated The following equipment and software firmware were used for the sample configuration provided Equipment Software Firmware Avaya S8500 Media Server 2 2 RO12x 02 0 111 4 Avaya G650 Media Gateway TN2312BP IP Server Interface Se ee 12 TN799DP C LAN Interface 12 95 TN2302AP IP Media Processor ee e Avaya 4600 Series IP Telephones 2 1 3 4610S W 2 1 3 4620SW Avaya 6400 Series Digital Telephones Avaya Communication Manager API Server 2 1 24 Avaya C364T PWR Converged Stackable 4 3 12 Switch X TEND Communications AnswerPro Console 10 2 243 X TEND Communications Gencmapi Module 1 0 0 3 RL Reviewed Solution amp Interoperability Test Lab Application Notes 3 of 8 SPOC 5 26 2005 2005 Avaya Inc All Rights Reserved CMAPI XTENDAP doc 3 Configure Avaya Communication Manager The AnswerPro applications appear as virtual stations softphones to Avaya Communication Manager Each of these virtual stations hereafter called Communication Manager API stations
7. erify the configuration e From the PC or laptop on which AnswerPro runs ping IP interfaces in particular the MedPro board s in the Avaya G650 Media Gateway the Avaya Communication Manager API server and IP telephones and verify connectivity e Verify that both the physical telephone 1f IP and the AnswerPro application are registered with Avaya Communication Manager by using the list registered ip stations command on the SAT e Go off hook and on hook on the controlled telephone manually and using AnswerPro and verify consistency e Place and answer calls from the telephone manually and using AnswerPro and verify consistency 7 Support For technical support on XTEND Communications products contact XTEND Communications at e Phone 212 951 7670 e Email support xtend com RL Reviewed Solution amp Interoperability Test Lab Application Notes 6 of 8 SPOC 5 26 2005 2005 Avaya Inc All Rights Reserved CMAPI XTENDAP doc 8 Conclusion These Application Notes illustrate a compliance tested configuration comprised of Avaya Communication Manager Avaya IP and Digital Telephones and the X TEND Communications AnswerPro AnswerPro uses the Avaya Communication Manager API to control a physical telephone and receive the same display terminal and first party call control information received by the physical telephone During compliance testing calls were successfully placed to and from Avaya IP and Digital Telephones that were in
8. mprised of Avaya Communication Manager Avaya Communication Manager Application Programming Interface API Avaya IP and Digital telephones and X TEND Communications AnswerPro AnswerPro is a Windows based application that allows a user to operate a physical telephone and view call and telephone display information through a graphical user interface GUI on his her computer AnswerPro uses the Communication Manager API to share control of a physical telephone and receive terminal and first party call control information Figure 1 illustrates a sample configuration consisting of an Avaya S8500 Media Server an Avaya G650 Media Gateway an Avaya Communication Manager API server Avaya IP and Digital Telephones an XTEND Communications Database Server and PCs with AnswerPro installed and running Avaya Communication Manager runs on the S8500 Media Server though the solution described herein is also extensible to other Avaya Media Servers and Media Gateways The Avaya C364T PWR Converged Stackable Switch supports the illustration and verification of the Avaya XTEND solution Its configuration is not the focus of these Application Notes and is thus not described here ee Avaya 6400 Series 6 7 8 IPSI C LAN MEDPRO 5 0 192 45 50 0 24 0 192 45 53 0 24 Avaya C 364T PWR Converged Stackable Switch 1 nnm mininati O Avaya Communication Avaya 4600 Series Manager API
9. shared control mode with AnswerPro applications 9 Additional References Product documentation for Avaya products may be found at http support avaya com Product information for XTEND Communications products may be found at http www xtend com productset htm RL Reviewed Solution amp Interoperability Test Lab Application Notes 7 of 8 SPOC 5 26 2005 2005 Avaya Inc All Rights Reserved CMAPI XTENDAP doc 2005 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 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 RL Reviewed Solution amp Interoperability Test Lab Application Notes 8 of 8 SPOC 5 26 2005 2005 Avaya Inc All Rights Reserved CMAPI XTENDAP doc
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