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What`s New in IP Office™ Contact Center 9.1.2

1. 7 Change own contact bar V Contact bar configuration Ms E Show quick bar E icu Select own quick bar file First name Employee ID Cost center Ul config W Ul configuration iV Default interface V UI config application V Configuration grid colors Step1 On Windows client Configuration option open the Agent you want to configure as Supervisor in the Edit mode and update the privileges as shown Agent privileges Realtime Reporting Information Task Row Editor Others ox Agent ut Emai Variables r a L IM Configuration E P P J Topic d So Blocking periods J Announcement IV Agent group J Announcement script V Agent Vi IVR V Edit alias F Chat script F Edt Windows user 4 Customer recognition Edit password 14 Extemal destinations V Agent profile J System d Team IV interface for staff planning IV Workplace A Configuration report V Shit plan 2014 Avaya Inc All rights reserved Authorization for making Agent a Supervisor On Windows client Configuration option open the Agent you want to configure as Supervisor in the Edit mode and Authorize the Agent Group as shown Authorizations MEC jdm Re me DCX Staaten Ma I ie sever Sora ED Custorer destination Eterna amp Telephone group f Campaign 2014 Avaya
2. 2014 Avaya Inc All rights reserved Landing Page Upload Configuration gt Upload the IP Office Contact Center Configuration Zip generated from Excel To start upload the configuration zip user can click on the Apply button and upload progress need to be shown AMAYA IP Office Contact Center Sonfiguraton Download Upload Configuration Weu p File Choose file No file chosen IP Office Service Password IP Office System Password Apply 2014 Avaya Inc All rights reserved Landing Page Upload Configuration gt he execution status of each step will be shown The status will be success or failure gt Once the configuration is uploaded to IP Office Contact Center the user is prompted to restart the IP Office Contact Center server AMAYA IP Office x Contact Center Configuration Download Upload Configuration Choose file Datalmportzip Apply 7 Uploading configuration package 7 Extracting configuration files 7 Processing configuration Hide Details Verifying Contact Center Database is Empty 5ucess Checking Email Server Database Availability Sucess Checking Contact Center Notification Server Availability Sucess Checking Email Server Motification Server Availability Sucess Checking Contact Center Database Availability Sucess Importing Default Wave File Sucess Configuring Contact Center Sucess Configuring Email Server Sucess PBX Configuration Informatio
3. View results of reports AVAYA IP Office Contact Center 9 17 00 totTLogin All 03 41 11 00 00 22 08 48 44 00 00 00 21 37 23 00 00 00 00 00 00 00 00 00 01 36 04 04 38 30 02 02 2015 12 19 Supervisor Historical Reports Functionality totTSignon All 03 35 20 00 00 00 06 00 35 00 00 00 21 37 10 00 00 00 00 00 00 00 00 00 00 05 29 00 00 28 totTPause AI 00 00 10 00 00 00 02 32 29 00 00 00 00 00 13 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 Full screen view print export of reports 02 02 20 totNNe Te 2 2 2014 Avaya Inc All rights reserved Supervisor Historical Reports Functionality Full Screen Daily Report Hane AG overview amp Date crested 6 6 2014 9 56 43 AM Editor System Feriod S L zU14d 6 00 AM 5 31 2014 6 00 FM Date Agang group Total Calls Total Established Calle Total Abandoned Calle TSF oTConvWat oTAbanvfait eTConw fot HT fet HC ara Tal kot hia Tel Tel Tai Tadi Tel Saks a D 0060 Support 20 00 00 HelpDesk 00 00 00 Outbound AG 00 00 00 Date Agent group sah ro atvork manT ait Ema Email Email Ema total Saks IN D Ou 0 80 00 00 00 00 00 total Support 00 00 00 0 000000 00 00 00 total HelpDesk 56 00 00 0 000000 OO 00 00 Date Agent group pis Chan Char Chae 2014 Avaya Inc All rights re
4. SFDC Supported Agent Functionality w v v Yv Y Y Sw NV 4 Login Logout Sign In Out of Assigned Agent Groups Breaktime Answer Make Calls Hold UnHold Consult Transfer Conference Call Job Codes Screen Pop Call Log 2014 Avaya Inc All rights reserved SFDC ISA in SFDC gt CQ B https ap salesforce com console z Apps te PusLrriart eveloping ISA cg version 1 Developing ISA Pkg version 1 0 Sandesh BetaPkg Setup Help amp Training SanForce Accounts dk All Accounts Edit Delete Create New View ETS A reg 259 New Account f A B c D EIFIGIH I JIKILIMI N O P a RI S TIUIVIWI X Y Z Other DA Action Account Name Account Site Billing State Province Ue LI Edit Del Gg Burlington Textiles Corp of America NC Edit Del GB Dickenson plc KS CJ Edit Del Edge Communications TX Edit Del Ir Exprese Logietice and Trane OR Edit Del GenePoint CA LI Edit Deli Grand Hotels amp Resorts Ltd IL 4 A Edit Del Pyramid Construction Inc AVAVA IR Fatina g sms CA IP Office Contact Center LJ Edit Del Gg United Oil amp Gas Corp NY EE EditiDel United Oil amp Gas Singapore Singapore Usemame LI Edit Del Gg United Oil amp Gas UK UK Password Lo O LC EditiDel1 University of Arizona AZ Extension 1 120f12 OSelected 4 4 Previous Nexth M Page Phone 2014 Avaya Inc All rights reserved SFDC ISA Login S
5. IP Office contaCt Center C Access Code Topics fC mE Tuyfe DI x 4 PEXServer Tn Change N Delete x SIP extension of Contact center User 2014 Avaya Inc All rights reserved Use cases of Synchronization gt Upgrade from 9 0 3 or 9 1 to 9 1 FP gt gt All agents in IP Office Contact Center will be added to IPO with type as IP Office Contact Center Agent If same agent already exists in IPO type of that agent will be changed to IP Office Contact Center Agent and IPO data of that agent will prevail gt Fresh install of 9 1 FP gt All IP Office Contact Center agents and Access codes created through Data Import Landing page will be added to IPO along with chap Contact center user gt Sync service start up gt gt gt gt Sync fetches data from both systems IPO is the master of User data and IP Office Contact Center is the master of Short codes All new agents in IP Office Contact Center will be added to IPO and vice versa Any discrepancy conflict in data during startup IPO data will prevail gt sync service up and running gt Both systems are equally treated when sync service is running gt Adding non IP Office Contact Center agent in IPO or adding non Telephony Agent in IP Office Contact Center gt Sync doesn t have any impact 2014 Avaya Inc All rights reserved Use cases of Synchronization cont d Restart of Sync service from
6. Login Page URL https IPOCC IP ADDRESS 28443 Administration Login page is first page seen when URL is accessed Use the same credentials as the IPOCC Administrator On an uninitialized system the administrator will be sent to the Configuration Wizard page IP Office Contact Center Administration Username Administrator Password 2015 Avaya Inc All Rights Reserved 2014 Avaya Inc All rights reserved Landing Page Configuration Wizard Configuration Wizard is carried out in 5 simple steps 1 System Configuration Configure various setting like Host Name Password IP Address Ports Topic Codes 2 Group and Profile Setup Configure Agent Groups and Profiles Assign Profiles to Groups 3 User Setup Add range of agents with extensions and profile assignment 4 Time Off Configure the holidays 5 Preview Configuration Preview the Configuration 2014 Avaya Inc All rights reserved Landing Page Step 1 System Configuration gt System Configuration Step 1 Configure various setting like Host Name Passwords IP Address Ports Topic Codes Only the IP Office IP Address IP Office Passwords system and service SIP SSC Password and SIP Domain are required Contact Center Conhguraton Download Configuration Wizard System Configuration P Office Contact Center Host Name opic Code Prefix Start Topic Code TT Group And Profile Setup Me V
7. Agent task latest avaNAcc avoNact avgNFJCode c Color Scheme avaNFree c Manual Font Size E Alarm Thresholds avoNNew I l l I l l l avoNWrapUp Weidere lieren bah e l l l l I l l l NAcc Alarm Threshold lt eg J H MAct l l l l l MBreak MFJCade e State Alarm Thresholds NNew NSignOn MWrapUp 2014 Avaya Inc All rights reserved League Tables Group 3 x Group 1 DST Agent state latest METES Group Z NFree Hi Li D a X MO New Item Name 1P Office Contact Center 9 1 2 0 2014 Avaya Inc All rights reserved Group i A lt Group 2 MFree a DONT Fa EJ FA Urn AN OMe nene M E Top Team test YYYYYYYYY Uron an omerr ann Area Graph Bar Graph Line Graph Ex Line Graph Gauge non An OMEC nee 2014 Avaya Inc All rights reserved Monitor Tables EEE BLE Group 2 Top 10 Agent group Agent state latest Group i Group 2 Group 3 Group7020 Groupr030 Group7031 Group 7032 Groupz033 Group7034 Penn FASE NFree mr HE Top Team test dE 1 1 1 4 4 4 E 4 S Lui Single Level Monitor Table Group Level Monitor Table 2014 Avaya Inc All rights reserved L Ds E RECH E m rama r RW i A E Company Logo Message Bar Title Bar Time Bar 2014 Avaya Inc All rights reserved Saving Wallboard id
8. Forwarding Dial In Voice Recording Saige agenti General Telephony EA E mail DE SC Password Telephony name m Password Cancel EH Pa da Number m Conference PIN confirm Conference PIN Weg ia weie 10 V a of Connector CEE E Ry Account Status Enabled N IP Office Contact Center 4 Agent Agent Edit all divert logout Full Mame Agent 1 Extension 4001 Group assignment Settings Hone IPO Hones Use Voicemail DND Short Codes Source Numbers Telephony tone Password cloned Call Sektings Supervisor Settings Multi line Options Call Log TUI will be synced None lagi ce CCC with IPOCC confirm Login Code eee ees agent login password Login Idle Period secs only at All IPOCC agents will NS Eum ones gt the creation have User Rights set time as Application by Sync service uL LE ene E from IPO in IPO Status on Mo Answer Logged On No change to IPOCC IPOCE Agent Type Agent hd 2014 Avaya Inc All rights reserved Mapped fields synced for Short codes IPO SES SE lt Shared gt B10xXXX OX Shared gg Cade B1UEXXX 8x lt Shared gt ZUM TOE Short Code is common to all systems BX lt Shared gt ibd Feature Mal Extn PR lt Shared gt HD FA 8X lt Shared gt 55 Telephone Nupiber Eug gt gt 8X lt Shared gt MEM OX Shared KO Line Grouf ID BM Shared 5 m2 Mw L J tra
9. LE bu E re 4 1 1t qroup aDie SYSTEM mess JE npiate DUR Oe ee a a T SERT ee ee Template 1 L En S Ee EME f Template 1 2 E User Template 1 User Template 2 League tables agents table bar graph and manual messa Template Template 3 League table agents table area graph and manual messa Template Template Header Empty board with default header Template 2014 Avaya Inc All rights reserved Wallboard Administration New Description Type LJ Copy of Template 2 League tables agents table bar graph and manual messa User LJ Copy of Template 2 2 User LJ Copy of Template 2 User LJ Copy of Template Header Empty board with default header User LJ Pune test User LJ Stuart test User LJ Stuart test FF User Grouped cells line graph agent group table system mess Template LJ Template 1 2 LJ Template 1 User Template 2 League tables agents table bar graph and manual messa Template Ky Template 3 League table agents table area graph and manual messa Template Lag X Delete Import 2 2014 Avaya Inc All rights reserved Wallboard Administration Export Description User User Stuart test FF User Template Header User Copy of Template 2 lal messa User Template 1 2 User Copy of Template 2 User Copy of Template Heade User Copy of Template 22 e User templateaa User User New Item Name User Template 1 Grouped cells
10. MIE 3 E E HHHHHE Li Lal or we Zeg K i Se oe sedges Company Logo Message Bar Title Bar Time Bar st ic Click to save the state of the wallboard lame 2014 Avaya Inc All rights reserved AVAYA LEARNING Administrator Landing Page 2014 Avaya Inc All rights reserved Administrator Landing Page Overview The Landing Page is a single page Web Application for IP Office Contact Center Administration Simplification The Landing Page is a Secure Web Application that is bundled amp installed with IP Office Contact Center The Landing Page Application can help the Administrator with Quick Initial System Configuration Downloading of Contact Center logs Downloading of the IPOCC UI client application 2014 Avaya Inc All rights reserved Landing Page Feature List gt Configuration Wizard Minimal Configuration Steps for setting up Contact Center Telephony options only Provide Facility to Test the Connection between IP Office Contact Center and IP Office gt Upload Configuration Uploads the Configuration Zip for oetting up Contact Center gt Upload Certificates Provides an interface to upload certificate to IPOCC Server gt Download Client Downloads the IP Office Contact Center Client Software gt Download Logs Downloads Logs from IP Office Contact Center 2014 Avaya Inc All rights reserved Landing Page
11. assignment P IP Office l Contact Cenker Configuration System Configuration Group And Profile Setup Users Setup Time Off Preview Configuration Previous Configuration Wizard User provides the number of agents supervisors to create profile type and extension number Up to 250 Agents can be created Download Number of Users Profile Name 1 Supervisor Profile Reset User Name Extension Agent8010 8010 Agent8011 8011 Agent8012 8012 Agent8013 8013 Agent8014 8014 Supervisor3015 8015 Start Extension Number T 8010 Profile Name Agent Profile Agent Profile Agent Profile Agent Profile Agent Profile Supervisor Profile ak ak Ek Eh Ek Individual names extension and profiles can then be updated 2014 Avaya Inc All rights reserved Landing Page Step 4 Time Off Time Off Step 4 Configure the off times The recurrence can be set to None Daily Weekly Yearly _ p C IP Office Contact Center Sonfiguraton Download AVAYA Configuration Wizard System Configuration Group And Profile Setup Holiday Recurrence BeginWeek Begin Date Begin Time End Week End Date End Time Users Setup Christmas None m 2422015 00 00 e 25820015 23 59 Time Off Es 01012015 00 00 mus 01012015 23 59 New Year Mone e Ch Preview Configuration Add Time Of Previous yhts reserved Landing Page Step 5 P
12. Abbreviation Wersion TFT Name IPOffice OK R9 1 0 Cancel p a IPO IP Address Prepopulated Location gt C IPORice Sync Configuration Selling Color SS ES oc 4 T C line Port 8443 for IPO V2 3070 for IPO L Delete a aia fe Cancel Web Service User in IPO Part Ir Password of Web em Password 111111111117 Service User Sync Interval 0 00 dd hh mm Task server FEX access Sync interval ESTA trace pork Access code external OutCL Access code for internal Uut LL Access for address synchronization polls IPO V2 User and Short codes and IPO L Short Codes as per sync interval PRS deactivated Conf access book server 2014 Avaya Inc All rights reserved IP Office Contact Center Agent GC Q Topic EG agent group E amp Agent Profle LE E Customer CA External nee Bi Workplace JN Announcement E Announcen Agent A 400 PE Server eer CHANGE ME Agent A 4002 PB Server Agent Y HANGE ME Agents A A 4003 PEX Server Agenta CHANGE ME Supervisor A 3001 PE Server IP Office Contact Center Agents who have telephonyi Tel enabled will be synced to IP Office Telephony Tel check will be disabled from IP Office Contact Center if Agent gets deleted from IP Office 2014 Avaya Inc All rights reserved Mapped fields synced for Users IPO User voicemail DND Short Codes Source Numbers Telephony
13. All rights reserved Customer Engagement OnAvaya Introduction gt The IP Office Contact Center User Interface Customer Engagement OnAvaya Powered by Google Cloud Platform provides Telephony Agent User Interface Supervisor User Interface Supports WebRTC or Avaya Desk Phone Welcome to Customer Engagement NN SIGN IN EET 2014 Avaya Inc All rights reserved Customer Engagement OnAvaya Requirements gt Runs on Chrome devices only Minimum Requirements Memory 2GB Storage 16GB Screen Resolution 1366 x 68 pixels 2014 Avaya Inc All rights reserved Login Screen amp Setup Welcome to Customer Engagement Enable PTE EEN Disable WebRTC Softphon Application Settings Gong E kLlo d atform Goog IP Office Contact Center Server 2015 Avaya Inc All Rigfits Reserved Version 8 1 2 38 192 168 11 26 Integrated Phone WebRTC Gateway Gene Username IPO IPOCC User IPO password Extension asswor only shown if WebRTC Softphone enabled 2014 Avaya Inc All rights reserved Home Screen Co Branding option IPOCC Google Cloud Welcome Calls in Queue Telephony Age nt Supervisor Message Picture aa Hello to contact center team Now IPOCC UI Chrome App is available and running on Google cloud Groups joined Total Work time Current Wait Time Total Longest 03 08 emm B reak ti me Average 00 30 AVAYA IP Office Contact
14. All rights reserved Solution Overview Server Edition IP500V2 Expansion Server Edition VMPro Contact Recorder WebRTC Gateway LAN 2014 Avaya Inc All rights reserved Solution Overview Server Edition Linux Expansion Server Edition VMPro Contact Recorder WebRTC Gateway Linux Expansion LAN 2014 Avaya Inc All rights reserved Solution Overview Server Edition Distributed Linux Expansion IP500V2 Expansion JJ N Server Edition VMPro Meo perdu IPOCC 2014 Avaya Inc All rights reserved Cloud Full IP up to 250 agents 2014 Avaya Inc All rights reserved Solution Overview Endpoints and Trunks Phones 1400 series 1600 series 9500 series 96x0 H 323 IP Phones 96x1 H 323 IP Phones IP Office Video Softphone Avaya Communicator for Windows 2 0 3 Customer Engagement OnAvaya Powered by Google Cloud Platform WebRTC Trunks SIP H 323 PRI E1 T1 E1R2 BRI 2014 Avaya Inc All rights reserved Hardware Overview Base Server Supported IPOCC Servers Base Server Description Material Code Description R220 SRVR 1CPU LOW2 R220 SRVR 1CPU LOW2 R620 SRVR 2CPU HI7 R620 SRVR 2CPU HI9 380226 700510318 339525 700509404 R220 IPOCC SERVER R210 R220 IPOCC SERVER FRU R620 IPOCC SERVER R620 IPOCC SERVER FRU 2014 Avaya Inc All rights reserved Hardware Overview HDD gt Supported
15. Describe WebRTC Describe administration landing page List Expanded Language Support Describe CRM Connectors 2014 Avaya Inc All rights reserved
16. Avaya Inc All rights reserved Local Syste Importing into Browser Step 1 Exporting Certification gt Import the certificate into your supported web browser used to launch IPOCC Internet Explorer Mozilla Firefox or Google Chrome 1 Follow the directions in the browser documentation to export the root certificate that was store on the IPOCC Certificate Export Wizard M Welcome to the Certificate Export Wizard This wizard helps you copy certificates certificate trust lists and certificate revocation lists from a certificate i SLOPE TO vU OISE Certificate Export Wizard 0 File to Export Spedfy the name of the file you want to export Value Serial number 00 cb 69 bf e9 8f be ab e3 El signature algorithm sha256RSA Signature hash algorithm sha256 Issuer support avaya com ipoffice El Valid from 05 November 2014 18 13 13 Valid to 02 November 2024 18 13 13 5 sihicrt R ae File name E CA Certificate Exported Certificate cer Edit Properties Learn more about certificate details 2014 Avaya Inc All rights reserved Importing into Browser Step 2 Install the Certificate 2 Browse to the location of the exported certificate and choose install certificate Organize e W Favorites BE Desktop E Downloads S Recent Places ied Libraries C Documents Add to Exported Certificate rar g Music Compress and email Pictu
17. Center Blake Johnson Abandoned Call Monitor 60 Active Calls Current Average 0 0 Begin receiving calls by joining ALL or select specific groups Start Working 2 Join All 5 Groups OR Select Groups Answered Calls 18 Service Factor Abandoned Calls Logged in Agents 2 Logged in Supervisors Q O 2014 Avaya Inc All rights reserved Agent High level functionality Group Selection Select Groups 4 of 8 Groups Selected Customer Help Desk Retention Human General Resources Group Selection Join Leave Groups Customer Service w Select AI X Clear All E Human Resources O 2014 Avaya Inc All rights reserved Agent High level functionality Telephony Screen gt Supervisor Message to Agents gt Contact Center wide Statistics Answered Abandoned Signed on Agents Signed on Supervisors service factor Wait times and Active Calls Answered Calls Telephony 1 Q Supervisor Message Abandoned Call Monitor Service Factor Hello to contact center team Now IPOCC UI Abandoned Calls Chr running on 60 O hrome App is available and Google cloud Current Wait Time Active Calls Logged in Supervisors Current Average 0 2014 Avaya Inc All rights reserved Agent High level functionality Telephony Screen cont d gt Telephony Screen Active Call Call Notification Ca
18. File 7 8 MB from https 10 133 134 65 7071 What should Firefox do with this file Open with WinZip default CEFFEELECELCCE EC CEE TEE CCE CCE CCC EC CCE CCE EC CEE CT EEE ETC E EE E EER E EE EELER EE EE TEE TEE CODE COTES CUS EE EE ER EE EE EE ERR tree EE E EE ETC DOCS EE EE RE EE CC rrr rrr COLE CCI TC TS CT CIE TS There are no core dump files available Logs Create Archive Delete Selected Name Size Delete o webcontrol logs 2014 01 01 07 335 8K P ipoffice logs 2014 01 01 07 37 tana lip is Min O7 TS 4M openfire logs 2014 01 01 07 37 tar gz 2014 01 01 07 37 23 3 3M open logs 2014 01 01 07 37 tar gz 2014 01 01 07 37 22 30 2M 2014 01 01 07 37 17 509 9K 2014 01 01 07 37 16 7M P 2014 Avaya Inc All rights reserved AVAYA LEARNING Wallboard Wallboard Overview gt High visibility real time User Interface for call center Can run on a dedicated low end PC connected to a large flat screen Displays counters graphs tables and messages to agents ohow key performance statistics e g average answer times lost call rates etc Allows Supervisor s to post messages to be displayed Requires one license per instance IPOCC Wallboard 380801 IPO R9 IPOCC WALLBRD USER LIC 2014 Avaya Inc All rights reserved Wallboard Hardware and Software Requirements 4 v v NV Sw Ww Microsoft Windows version 7 and up PC with dual core and minimum 1GB ram low end Graphics RAM and
19. Hard Disk Drives HDD R220 500GB 200 HDD R620 600GB 10K SAS 2 9 HDD R620 900GB 10K SAS 2 5 HDD R620 SRVR 2CPU HIQ Base HDD Description Material Code 00506869 00506 57 00510018 700509404 Description IP Office R210 R220 2nd HDD Contact Recorder Application Server R210R220 2nd HDD Contact Recorder POCC R210 R220 HDD FRU IP Office R620 2nd HDD Contact Recorder IPOCC R620 HDD FRU R620 IPOCC SERVER FRU 2014 Avaya Inc All rights reserved Capacity Limits Active Agents All media BHCC Mail per Hour Chat per Hour Configured Agents Voice Calls Queued Calls being Recorded Wallboards IP500V2 zb IPOCC R220 Server 30 1000 300 400 150 49 30 Server Edition E IPOCC R220 Server 100 4000 1000 1250 500 90 100 25 Server Edition aja IPOCC R620 Server 290 9000 2900 3250 1250 125 290 40 2014 Avaya Inc All rights reserved AVAYA LEARNING Web Agent Certificates 2014 Avaya Inc All rights reserved Certificate Requirements gt Certificates are required for The Customer Engagement OnAvaya Powered by Google Cloud Platform which uses TLS to communicate securely with the IPOCC server The WebRTC Softphone 1 Use the IP Office to create a certificate for the IP Office CC 3 Import the Certificate into the browser Certificate Setup 2 Importe
20. IPOCC Tomcat WSC Avaya IP Of Manual 4 IPOCC Rod Reposerv Avaya IP Of Running Manual Description SA IPOCC Rod Rodomat Avaya IP Of Running Manual Avaya IP Office Contact Center A IPOCC Rod SchedulerServer Avaya IP Of Running Manual Tomcat Server for Web User Interface Se IPOCC Statistic Generator Avaya IP Of Running Manual a IPOCC Statistic Scheduler Avaya IP Of Running Manual Sh IPOCC Tomcat Running Manual Manual Log OnAs Local Syste Local Syste Local Syste Local Syste Local Syste Local Syste Local Syste Local Syste Running Running Description Gk IPOCC Rod Rodomat Avaya IP Of Avaya IP Office Contact Center SX IPOCC Rod SchedulerServer Avaya IP Of kanan for Web Service Ak IPOCC Statistic Generator Avaya IP Of IPOCC Statistic Scheduler Avaya IP Of 54 IPOCC Tomcat Avaya IP Of Ck IPOCC Tomcat WebUI Avaya IP Of x IPOCC Tomcat WSL Avaya IP Of CE IPOCC Trace Server Avaya IP Of Running Running Running Running Running Running Running Local Syste Local Syste Local Syste Local Syste Local Syste Local Syste Local Syste As Local Syste rs Local Syste deze Local Syste pen Manual Local Syste Manual Local Syste Manual Local Syste Manual Local Syste Manual Local Syste Manual Local Syste Manual Local Syste Automatic 2014
21. Public Key Algorithm RSA 2048 Secure Hash Algonthm SHA 256 Generate Download PEM encoded Download DER encoded 2014 Avaya Inc All rights reserved Creating the Certificate Step 3 Complete Certificate Details 3 Select Create certificate for a different machine and fill the details Aa pen A IP Office Server Edition x nr e 101 i e Fi J em d EN e i ii 5 EM Logout 4 1 2 U build 36 Online Help Administrator SUB Certificates CA Certificate JD Create new Renew existing Import Generale Download PEM encoded Download DER encoded Identity Certificates Wl Renew automatically Warning The certificate will be automatically regenerated and replaced for all applications when a change that causes it to expire such as network or LAN change takes place This will cause all applications to restart and you will be redirected to the login page Machine IP 192 168 42 5 A Password complexity requirements Minimum password length 8 Password TTTTTTTTTT Minimum number of uppercase characters 1 Minimum number of lowercase characters 1 Confirm Password oo 3 Maximum allowed sequence length 4 Subject Name IPOCC Subject Alternative Name s DNS IPOCC IP 192 168 42 5 Duration days 2555 Public Key Algorithm RSA 2048 v secure Hash Algorithm SHA 256 KE Generate Download PEM encoded Download DER encoded gt 2014 Avay
22. Two level Alarm animations email trigger and audio support otyle background content header logo and cells Chrome App and desktop app integration for message board 2014 Avaya Inc All rights reserved Wallboard Home Page gt The Wallboard home page is accessible at the following URLs https lt IPOCC Server gt 28443 WallboardBroker http lt IPOCC Server gt 28080 WallboardBroker AVAYA IP Office Contact Center Wallboard Run elevated setting v Run elevated certificate ES Invoke wallboard script Version 9 1 2 Build 91 1 7 8100 Copyright 2009 2015 Avaya All nghts reserved gt Select the Wallboard link to access Note The first time accessing wallboard will install Microsoft Silverlight 2014 Avaya Inc All rights reserved Wallboard Login Page gt The Avaya loading screen will appear while the interface is loading AVAYA gt Once loaded you will be prompted to login AVAYA IP Office Contact Center Username Password Remember me Copynght 2009 2015 Avaya All rights reserved 2014 Avaya Inc All rights reserved Wallboard Administration Description Type Copy of Template 2 League tables agents table bar graph and manual messa User Copy of Template 2 2 User Copy of Template 2 User Copy of Template Header Empty board with default header User Pune test Stuart test Stuart test FF L Sat ae m4 pies er ee mm Ti
23. is also displayed 2014 Avaya Inc All rights reserved Agent picture Management gt A picture can be assigned only via the IPOCC Windows Client Administration Interface Agent Portal 1 Select the Administration tab masa 2 Select the Configuration option gt 3 select the required Agent and Edit menu 4 Upload the required Picture The recommended format is PNG with a size Em of 120x120 50 Kb file size oe m Mi Chat C Autom sign on through Windows user account Usemame Domain computer 2014 Avaya Inc All rights reserved Supervisor Functionality gt Supervisor have access to ALL agent functionality gt Can Identify that an agent has requested Emergency from the Home screen Groups Users gt Can broadcast Message to Agents in assigned Group Ar i KA o eLuperviSor Nr ao Enter message for all agents 2014 Avaya Inc All rights reserved Supervisor Group View Real Time Functionality Groups 8 Agents 22 Customer Service Abandoned Call Monitor Lorem Ipsum Abandoned Cal Monitor 1 Indication of Agent s Queue 48 Other requiring assistance within a group High level group level status Help Desk Human Resources General Abandoned CA Mondo Abandoned Ca onto Abandoned Call Mondos 8 4 396 174 Kg iy ts L Ld 12 2 5 Lorem IpsNm Lorem Ipsum Lorem Ipsum th
24. monitored with the Watchdog of the Contact Center System Call parameter Name of Contact Center SAP Connector is used The user which starts the SAP Connector has to have administrator rights Connector needs writing registry access 2014 Avaya Inc All rights reserved 1 SAP Connector Installation Licensing To run the SAP_Connector the license key FEAT CIE CC ICI CONNECTOR is necessary If the license is not available the connector starts but is not operable To register a SAP users in the Contact Center and to use the telefony channel functions the license key VALUE CIE SAP USER VOICE is necessary The licenses have to be generated via the Avaya order process and have to be installed on the WebLM license server of the Contact Center You can check this with https WeblmServerName 8443 WebLM weblmviewstandardlic sp product ClE amp id2weblm pagesidebar main menu licensedproducts standard product na me 2014 Avaya Inc All rights reserved 1 SAP Connector Configuration gt IP Office Contact Center Settings Compare SAP Connector documentation AgentLoginName and AgentTelefonyName only upper case letters SystemTags Mapping topic to agent groups Agents default CTI device OutboundDialTopic Workplace Free Seating 2014 Avaya Inc All rights reserved 1 SAP Connector Configuration gt SAP Settings Compare SAP Connector documentation Configur
25. reserved Supervisor Agent View Real Time Functionality Groups 6 Agents 10 Queue 0 otheDetailed View of selected Agent Force Agent login out of Groups g IP All Agent States Search Agents Michael Lopez amp Blake Johnson 804 of 5 Groups Sign in to All 0 IG Groups Groups Sales e PRISON e e Off Break o Off Break Customer Retention e e Customer Service e Help Desk e 2 Amelie Anderson a Flora Robinson AVAYA Status Break Status Worked OnBreak Last Break be ar i Groups Groups IP Offi OF Braal E ele Q on can otf Break 02 04 00 00 Manage Agent status 2014 Avaya Inc All rights reserved Supervisor Agent List View Real Time Functionality Groups 6 _Agents 10 Queue 0 Other Detailed View of selected Agent Force Agent login out of Groups Search Agents fe All Agent States Name Current Call Groups Break Status Available AA j y fF m b4 Amelie Anderson Off 0 of3 groups e 4 MS Logged In Signed in to 0 3 groups Signinto All Archie Carter On Call OFF 0 or groups LI EJ After Call Work ory fay 2 Blake Johnson Off 0 op groups e L JA y Customer Retention Do Not Disturb se MS 0 1 P A 1 Emergency Notifications dais Off rote Dent of 3 groups LA M r i 0 e 1 9 Logged Off of 5 groups KS AAA Michael Lopez ggeo T group E NE Michael Lopez 804 a O
26. 2 5 249677171 Irmati AKB fideos Edit LE ORE Spellcheck properties ie 2 KE tg Local Disk C 3 with b E aah StatViewer properties Open File 2 KB ogs Y SST ki Text TemplateAdmin properties Restore previous versions File 17 items itemselected 6 48 KB Send to b 5 el Cut Copy Create shortcut Delete Rename Properties 2014 Avaya Inc All rights reserved Importing the Certificate Step 3 Add certificate to server xml 3 Change the tomcat p12 to the name of your certificate file E docs config cluster html reference documentation gt d Cluster className org apache catalina ha tcp SimpleTcpCluster gt gt lt Use the LockOutRealm to prevent attempts to guess user passwords via a brute force attack gt lt Realm className org apache catalina realm LockOutRealm gt lt This Realm uses the UserDatabase configured in the global JNDI resources under the key UserDatabase Any edits that are performed against this UserDatabase are immediately available for use by the Realm gt Realm className org apache catalina realm UserDatabaseRealm resourceName UserDatabase gt Realm Host name localhost appBase webapps unpackWARss true autoDeploy true gt lt SingleSignOn valve share authentication between web applications Documentation at docs config valve html gt 1 Valve className org apache catalina authenticator SingleSignOn gt
27. 6 Incoming Calls per hour 7 amp Michael Lopez 804 Available 2 Tina Chang e Not available AVAYA IP Office Trey Edwards 6 Not available Contact Center Mot available 2014 Avaya Inc All rights reserved Agent Supervisor Logout and Change Password For Logout Click Agent Picture on left menu bar and click on Logout option Logout Change Password For Change Password Click Agent Picture on left menu bar and click on Change password option Logout Change Password Change Password Old Password Kick New Password RC kkk Confirmation dededekeedekedekekekekee 2014 Avaya Inc All rights reserved Agent Supervisor How to go ON OFF Break For ON Break Click on break timer and select the Break Reason The Break timer will turn red and Start incrementing Off Break Time Coffee Break Bio Break Lunch Break AVAYA IP Office For OFF Break Click on Break timer shown in red and select OFF Break Time 4 02 24 Off Break Time x sm _ Coffee Break 1 T mw mI P Wel DIE JU 4 write Gar NANG o IP Office W Conact Center 2014 Avaya Inc All rights reserved Agent picture Management gt Ability to display amp Manage the picture of the Agent via the IPOCC Windows Client gt The picture displayed in the side bar view of the Application gt The agent picture is also displayed on all screens where the agent name
28. AVAYA LEARNING What s New in IP Office Contact Center 9 1 2 Feature Pack 2014 Avaya Inc All rights reserved Course Objectives In this course you will learn to v v v v wv Describe the new features of IP Office Contact Center 9 1 2 Describe Certificate Installation Describe Customer Engagement OnAvaya Powered by Google Cloud Platform Describe Wallboard Describe WebRTC Describe administration landing page List Expanded Language Support Describe CRM Connectors 2014 Avaya Inc All rights reserved Instructor Introductions gt Alex Niessen niessen avaya com gt Johnnee Sim simse avaya com gt Chung Tsung Pai chungt avaya com 2014 Avaya Inc All rights reserved VV Y Y VF Ww ON wv YH Session Agenda Avaya IP Office Contact Center 9 1 2 FP Overview Documentation solution Overview Customer Engagement OnAvaya Powered by Google Cloud Platform WebRTC Wallboard Administrator User Interface CRM Connectors server Enhancements synchronization Localization Upgrades 2014 Avaya Inc All rights reserved AVAYA LEARNING Avaya IP Office Contact Center 9 1 2 Feature Pack 2014 Avaya Inc All rights reserved IP Office Contact Center All in One Suite Customer Contact Center prospects Resources 4 ii Contact Management d D ED lt External 2 H Voice inb outb Universal Queue Destinatio
29. Command S5send Sep v Info gt gt e P A me wa Jee mn BE i es 2014 Avaya Inc All rights reserved SAP Connector Error Analysis Connection to the IP Office Contact Center Via TTraceConsole the status of the SAP Connector can be checked gt Connection to SAP System Check in SAP System with transaction sm59 the connection between SAP and SAP Connector Trace in SAP System SOAP Messages Enable TraceFunktion for the user with transaction su01 and the parameter CRM ICI TRACELEVEL 2014 Avaya Inc All rights reserved 1 SAP Connector Error Analysis cont d gt TestTool TestUlTabs With the TestUlTabs exe the connection and interaction of the SAP Connectors with the IP Office Contact Center can be tested The TestTool uses the same SOAP dialogs like SAP System _ AX ICI Connector Tester weg s Testi Settings SubContainer SubUser Phone CIE Agent Settings User KOHNKET Phone GERS Language EN HTTP SOAP Connection Settings Server where ICIConnector runs me Am 35 124 19 50 Po rt 1077 LocalSOAPListenPort 1091 StartLocalISOAPServer 2014 Avaya Inc All rights reserved 1 AVAYA LEARNING Server Enhancements 2014 Avaya Inc All rights reserved Secure E mail POP3 Encryption None Automatic SSL TLS StartILS Validate Server certifi
30. Extension Id BONO Base Extension 8001 Caller Display Type On Fat Vaolurnee After Calls Devices Type ll Dero SIP eee Location Zexsteorriartic Paduka E Port E Force Autherizatiennm wl Confirm Password LIL TFS eS Conference PIN Confirm Conference PIM Full Mame Steve Smith Email Address Locale 2014 Avaya Inc All rights reserved WebRTC Gateway Configuration WebRTC gateway can be configured from web manager AVAYA Gx Solution Call Management System Settings Security Manager Applications IP Office Manager Solution Voicemail Pra System Preferences SOLUTION OBJECTS w Voicemail Pro Call Flow Management one X Portal View All 2 Actions WebRTC Configuration File Manager Gel 000C23AD47D3 Las xr pr IN PUR NR SGG Online 2 Se IPOCC Server 10 133 134 71 Offline 0 servers 2 Expansions 0 Application Servers 0 2014 Avaya Inc All rights reserved WebRTC Gateway Configuration System Settings Network Interface Available Network interfaces of Application Server Local IP Address IP address corresponding to the selected Network Interface Gateway Listen Port Used for local SIP listening Logging level is set to Info by default can be changed Debug Warning AWAYA Gs Solution Call Management System Settings Security Manager Applications WebRTC Gateway System Settings SIP Server Settings Network Interface Local IP Address Gat
31. Inc All rights reserved IPOCC Configuration to support the application gt The following features on the application also require configuration on the IPOCC Server using the IPOCC User Interface B d Branding Logo 4 Web Access f Variables po upervisor Reports 2014 Avaya Inc All rights reserved AVAYA LEARNING WebRTC WebRTC Introduction gt Softphone based on Web Real Time Communications RTC technology gt Fully integrated into the IPOCC Chrome Applications On by default ss All Call control via the integrated Softphone E No need of external desk phone for Agents amp Supervisors Chrome Application login screen reguires an extension password when WebRTC endpoint is configured P Mute and Volume control is via the Chrome O S interface and not the Chrome Application P Office 9 1 2 FP required 2014 Avaya Inc All rights reserved WebRTC Gateway Service gt By default WebRIC rpm is installed along with the Primary and application server gt Ensure that the service is running by following the below steps 1 2 3 4 Login to Webcontrol Click on Show optional Service gt WebRTC service will be listed Make sure that WebRTC service is running if not start manually oelect the check box to start the service automatically Services amp IP Office 9 1 20 build 16 Voicemail 3 1 1 0 build 3 en one Portal 2 1 0 0 build 307 en We
32. ON Leer Ee COPS LOGE Pres Pat Topic Code Initial Topic number 1st two VWN 14MJ0875658C ro DI di its refix Users Setup g p 5 Tine M IP Office IP Address IP Office Service Port IP Office System Password Time Off 8443 Preview Confiquration IP Office Service User Name IP Office Service Password Test the connection between Administrator Test Connection IP Office amp IPOCC Local IP Address Local Signal Port DI NS Server IP Address 148 147 182 110 5100 148 147 182 110 IP Office Signal Port SIP Extension SIP Password 5060 8500 SIP Domain Al rights reserved Landing Page Step 2 Group and Profile Setup Group and Profile Setup Step 2 Configure Agent Groups and Profiles Associate Profiles to Groups For each Agent Group a topic is assigned using the topic created in the previous step 4 EM and incrementing the topic extension by one for each group created Configuration Wizard System Configuration Group And Profile Setup Group Name Topic Id Action Users Setup Group 7001 o Time Off Add Group Update Group Preview Configuration Profile Name Privileges Group Action Agent Profile Agent Y x Group1 TH Supervisor Profile Supervisor x Groupi T Add Profile Update Profile Previous Next Bs lt D D 0 IO juoDy 2014 Avaya Inc All rights reserved Landing Page Step 3 User Setup User Setup Step 3 Add range of agents with extensions and profile
33. Object Component ID Product ID Identification Personalize System News Log Of Phone Inbound 494023923140 1122 Connected 0 14 0 14 Phone 1 O Ready Paused Je D se E Bo D Po Pe IH 2014 Avaya Inc All rights reserved 1 SAP Connector Implemented Functions 1 Base yes Accept a call hold a call toggle between a hold and a Telephony connected call consultation call transfer a call to another destination w o consultation conference dial pad end a call 2 Call Center yes Log on log off set ready or not ready automatic wrap Telephony up and finish display of wrap up status only for agent State 3 Pause codes no Supporting pause state ready not ready but no special pause codes 4 Agent Free yes Seating 2014 Avaya Inc All rights reserved 1 SAP Connector Implemented Functions cont d 5 ANI Lookup yes Automatic Number Identification ANI Identify call DNIS number of incoming caller Find customer record based on ANI Identification Dialed Number Identification Service DNIS to identify the call number which caller has dialed Used e g to assign a call to a campaign 6 Screen yes Via Item attached Data to transfer a call and customer Transfer data from one agent to another 7 Presence yes only for agents connected via SAP Connector and for Information Queues Topics 2014 Avaya Inc All rights reserved 1 SAP Connector Implemented Fun
34. RM Connector provides Integration of Salesforce CRM with IPOCC Supports call control wrap up job codes screen pops and call logs Supports Chrome version 39 and Firefox browser version 32 2014 Avaya Inc All rights reserved SFDC Download and Install IPOCC Salesforce App WW v v wv An SFDC account is needed Supported editions are Enterprise Unlimited Performance and Developer The package will be accessed from AppExchange We can also share the URL SF Administrator will install the package Configure IPOCC Server IP Address Make the app available to agents A console app needs to be created for console mode Agent needs to have security certificate installed or accepted 2014 Avaya Inc All rights reserved SFDC Configure IPOCC Salesforce App gt Need to edit IP Address in the IPOCC Call Center Adapter Call Center Edit IPOCC Call Center Adapter All Call Centers IPOCC Call Center Adapter Call Center Edit General Information Internal Name Display Name CTI Adapter URL Use CTI API Softphone Height Softphone Width Server Configuration IPOCC Server Address IPOCC Server Port Refresh Timeout seconds On Call Keepalive seconds Use Directory for Contact Details 7 Access code for external OutCC Save Cancel isaCallCenterDefinition IPOCC Call Center Ada japex ISA_ManagedB true 146 147 182 193 543 30 false Save Cancel 4 Refre
35. Voicemail Telephony Directory Services System Events SMTP SMDR Twinning Codecs VoIP Security Contact Center L Opa LANL LAN2 DNS Voicemal Telephony Directory Services System Events SMTP MR Twinning Codecs VolP Security ni ar Emil Primary d ES Solution Contact Center Application Avaya IP Office Contact Center lf User 12 Wm i Group PX Short Code 45 s aa Directory 0 Time Profile 0 Only after Contact Center Application is selected will eee the option for IPOCC Agent es bten User _ Voicemail DND Shortcodes Source Numbers Telephony F type will be visible Agenti 250 Agent 203 Call Settings Settings Supervisor Settings Multi line Options Call Log Log TU Even without this option all users ic ane Login Code esse created through Sync will be type v E IPOCC agent inside IPO core Extn251 251 Confirm Login Code Extn252 Login Idle Period secs But for creating an IPOCC agent m Extn260 260 ET x e it G None ssi d ay vn ae Pe va fp H E cC selected for making it o e 3s Coverage Group None T IPOCC Agent upervisor Status on No Answer Logged On No change 2014 Avaya Inc All rights reserved IP Office Contact Center Settings for Sync Service Administration login gt PBX gt Conf access To disable Sync delete the config with Delete button lt PBX Configuration Edit PES EVET Type
36. Windows service panel gt Behavior same as Sync startup gt IPO will be the master of user data and IP Office Contact Center for short codes Disable Sync Service through Delete button in UI gt sync will ignore all the changes in both systems from that moment gt For Starting Sync again config details has to be put back gt sync service has to be restarted from Service panel Network Disconnection with IPO gt sync service will be automatically restarted if disconnection is more than 60 seconds gt Once restarted behavior same as Sync startup User with Teleohone enabled added in IP Office Contact Center gt Creates IP Office Contact Center type agent in IPO with extension login code and user rights gt Creates an extension entry in the Telephone tab of IP Office Contact Center UI For other IP Office Contact Center processes User with IP Office Contact Center agent type added in IPO gt Creates agent in IP Office Contact Center or enable Telephone feature for that IP Office Contact Center agent if agent exists gt Creates an extension entry in the Telephone tab of IP Office Contact Center UI 2014 Avaya Inc All rights reserved Use cases of Synchronization cont d Access code added in IP Office Contact Center gt Corresponding short code added in IPO Access code deleted in IP Office Contact Center Sync wont delete short code in IPO Access code updated in IPO gt Sync will create t
37. a Inc All rights reserved Creating the Certificate Step 4 Generate the Certificate 4 Select the Generate button to create the certificate wd Create certificate for a different machine Machine IP 192 168 42 5 Password complexity requirements Minimum password length 6 Password 22225222425 Minimum number of uppercase characters 1 B Minimum number of lowercase characters 1 Confirm Password esesseseesee Maximum allowed sequence length 4 Subject Name IPOCC Subject Alternative Name s DNS IPOCC IP 192 168 42 5 Duration days 2555 Public Key Algorithm RSA 2048 secure Hash Algorithm SHA 256 Generate Download PEM encoded Download DER encodec A warning screen will appear select the link provided to download A Certificate for node 197 158 47 5 created Please use the link below to download it 1 ate si A un i arcate will be deleted after this Do you want to open or save server 192 168 42 5 24967717 1 p12 3 80 KB from 192 168 42 37 x Ok Open Cancel 2014 Avaya Inc All rights reserved Creating the Certificate Step 5 Save Certificate 9 a file name and location and choose save Organize New folder Libraries Documents di Music i Pictures amp Local Disk C ew AGB E Ce Training 10 0 0 Filename server 192 168 42 5 249677171 p12 Save as type Personal Information Exchange p12 Hid
38. age Wait Time Agents Signed On Average Wait Time Ei EI Human Resources Customer Retention Supervisor Message Hello to contact center team Now IPOCC UI Chrome App is available and running on Google cloud Agent Statistics Answered Calls Placed Calls Average Talk Time Incoming Calls per hour 2014 Avaya Inc All rights reserved Agent High level functionality Telephony Screen cont d gt Telephony Screen Customer Waiting amp Abandoned Call Management Call Details ByHealth v Edit Groups Customer Ret ntion Customers Waiting 1 Abandoned Calls 3 Signed In Users Wait Time Call Number a 06 6 Customer Retention e A Customers Waiting 1 Abandoned Calls 3 Signed In Call Number Name A A Agent 801 vA 3 2014 Avaya Inc All rights reserved Agent High level functionality Telephony Screen cont d gt Telephony Screen Agent List and Contacts 16 14 Waited 00 00 COIOMOICIONOIONS avallable agent Call Details Groups Users MEE Supervisor Message Availability status S Hello kW contact center team Now IPOCC J Agents 1 0 Contacts 1 2 of Ag e nt ULgfirome App is available and running on oogle cloud All v Search agents P Agent Statistics d Answered Calls 5 Work Agent Extension Status Placed Calls 0 00 44 Average Talk Time A Flora Robinson available m 02 12 00 0
39. ai Ca Wina Abandossn Cal Miedo 5 7 TAF 5 5 Coloured indication to show wherr thresholds level have been exceeded 2014 Avaya Inc All rights reserved Supervisor Group View Real Time Functionality cont d Groups 6 Agents 10 Customer Retention Current Wait Time 00 00 Longest I 00 00 Average Agent a Queue 0 Flora Robinson Micha Lopez Tina Chang Trey Edwards Clicking on Group card expands showing more details and statistics of the group Also can perform Emergency Quex 1 Other Abandoned Call Monitor Service Factor 38 60 76 Abandoned Calls 6 Extension Status Logged off 804 onca 802 Logged In logged 9 Emergency Agents Available and Silent monitoring actions Total Calls 0 39 DO 98 39 9G 2014 Avaya Inc All rights reserved Supervisor Group View Real Time Functionality cont d Clicking on Group card expands showing more details and statistics of DEE ES the group Also can perform Emergency and Silent monitoring actions Groups 6 Agents 10 Que 2 Other Lu Monitoring gueues at Group level Customer Retention Current Wait Time Abandoned Call Monito Service Factor Agents Available Total Calls 60 Q 38 Longest 23 31 Average 23 27 Agents 8 _aueue 1 Abandoned Calls 5 Name Call Number Agent8 808 Assign to Y 2 Assign tO Consta
40. aoreet rutrum Agent Statistics faucibus Answered Calls 04 12 Lorem ipsum Average Talk Time 1 0 49 Donec id elit non mi porta gravida at eget metus Parameters configured on the Total Tune on Break thick client Lorem ipsum Donec id elit non mi porta gravida at eget metus Lorem ipsum Donec id elit non mi porta gravida at eget metus Lorem ipsum Donec id elit non mi porta gravida at eget metus Static parameters 2014 Avaya Inc All rights reserved Agent Outbound Calls Functionality AVAYA IP Office Conect Center Call Details Name Josh Thompson Phone Number 510 344 5671 Account Number 5618318481877 Ticket Number 0001257 TBD Lorem ipsum TBD Lorem Ipsum TBD Lorem Ipsum Outbound call can be terminated selecting RPC Closure or Fax buttons e ISNEp Margaret Knolls 510 344 5671 L 0 Identical to inbound call Groups 8 Users 446 Supervisor Message Users UI is identical to Inbound Customer Details 2j Web Donec id elit non mi porta gravida at eget metus Lorem ipsum dolor sit amet but list only contains outbound consectetur users Customer Information Donec id elit non mi porta gravida at eget metus Lorem ipsum dolor sit amet consectetur adipiscing elit Vivamus sagittis lacus vel augue laoreet rutrum Agent Statistics faucibus Answered Calls 04 12 Lorem ipsum Average Talk Time 10 49 Donec id elit non mi porta gravida at eget me
41. axHttpHeaderSize 8192 maxThreads 150 minSpareThreads 25 maxSpareThreads 75 enablelookupssz false disableUploadTimeouts true clientAuths false ssiProtocote Hs PAR aa TA scheme https secure true keystoreFile catalina geg co ae 19 keystoreType PKCS12 keystoreAlias tomcat keystorePass lt Server gt 2014 Avaya Inc All rights reserved Importing the Certificate Step 6 Restart IPOCC Tomcat 6 Restart the IPOCC Tomcat IPOCC Tomcat WebUI and the IPOCC Tomcat WSC services in the order listed o File Action View Help ez EJ iG i9 Em sup E Services Local TE aa UE NINNE Services Local IPOCC Tomcat Name Description Status Startup Type GE IPOCC PostgreSQL 9 3 Avaya IP Of Running Automatic Stop the service Ge IPOCC Rod Archie Avaya IP Of Running Manual Restart the service 54 IPOCC Rod CommandExecuter Avaya IP Of Running Manual CE IPOCC Rod Reposerv Avaya IP Of Running Manual Description CL IPOCC Rod Rodomat AvayalP Of Running Manual Avaya IP Office Contact Center 44 IPOCC Rod SchedulerServer Avaya IP Of Running Manual roe Server 54 IPOCC Statistic Generator Avaya IP Of Running Manual ttp tomcat apache org i ki a IPOCC Statistic Scheduler Avaya IP Of Running Manual IPO CC Tomcat WebUI d mr PERS T AL ai rel kaya IP GT Avaya IP Of Avaya IP Of AVOWwea ir Running T CE
42. b Manager 3 1 2 0 build 18 Hide optional services Contact e Recorder 5 1 0 0 build 3 VVebFrra Gateway 9 1 2 0 build 1077 1 03 40 29 1 03 40 45 1 03 40 40 01 03 40 53 1 03 40 16 Start All 156288K 096 be 27584K 096 be 923700K 026 E CO 1 i ipe wx ree E rtu La Lp 428412K 0 2 Kz 151848K 0 be 560284K 096 be Stop All Stop Stop Stop Stop Sta p 2014 Avaya Inc All rights reserved Configuring WebRTC User using Web Manager WebRTC client user should be a SIP extension with Power user profile and can be created from the Web Manager Actions e Add Extension H223 Extension IP DECT Extension sip Extension Extension SIP SIP DEtT Extension Cn Selected Server SIP DOOC zoOpDrzo 10 133 134 65 SIP Dk E TE p D E AVAYA ne e Solution Call Management System Settings Security Manager Applications NewUser User E Name Full Name Voicemail Smith Steve Smith short Codes Button Programming Password Confirm Password LE LL LL LL LL LL LL LL Telephony Forwarding m Extension Account Status Profile Mobility 8001 Kat Enabled Kat Power User Group Membership 2014 Avaya Inc All rights reserved Configuring WebRTC User using IPO Manager WebRTC client user should be a SIP extension with Power user profile and can also be created from the IP Office Manager
43. bleUploadTimeout true clientAuth false sslProtocol TLS acceptCount 166 scheme https secure true keystoreFile catalina base conf server 192 168 42 5 249677171 p12 keystoreType PKCS12 keystoreAlias tomcat keystorePass IPoffice123P SSLEnabled true Service lt Server gt Create certificate for a different machine Password complexity requirements Machine IP 192 168 42 5 an Minimum password length 8 Password Minimum number of uppercase characters 1 Minimum number of lowercase characters 1 Maximum allowed sequence length 4 Confirm Password le O 2014 Avaya Inc All rights reserved Importing the Certificate Step 5 Repeat edits D Repeat the edits made to change the certificate and password in the following files C Program Files x86 Avaya lP Office Contact Center Web Service Collection conf server xml lt Host gt lt Engine gt Connector port 18443 maxHttpHeaderSize 8192 maxThreads 158 minSpareThreads 25 maxSpareThreads 75 enableLookups false disableUploadTimeouts true clientAuths false S een 108 scheme https secure true keystoreFile catalina base conf s server 192 196 mpi keystorelype PKCS12 keystoreAlias tomcat keystorePass IPofficel 3 See true lt Server gt C Program Files x86 Avaya lP Office Contact Center Web User Interface conf server xml Host lt Engine gt Connector port 28443 m
44. cate Port default 995 ech Mailbox details E mail pep3 gastuttgart com Reply to Cancel From Ie dabsat FOE SSL TLS Validate Server certificate pop googlemail com Port ps a95 Default qatest stuttgartiugmail com Polling interval 0 01 hh mm from 1 min ta 168 hours Protocol Encryption Mail server User Password ore Confirm password ossssssses Action IMarkasread Folder m E 2014 Avaya Inc All rights reserved Secure E mail IMAP4 Encryption None Automatic SSL TLS StartILS gt Validate Server certificate gt Port default 993 E mail np3c3gastuttgart co Reply to Cancel From Iw dabsat ee Protocol IMAP4 Encryption ssL T L5 M Validate Server certificate Mail server fimap googlemailcom Port Em 333 Defaut User gatest stuttgat gmal com Polling interval om hh mm from 1 min to 158 hours Password EITITTTTTEREN Confirm password essssssses Action Makasrad x Folder FO 2014 Avaya Inc All rights reserved Export Import tool for Reports gt Command line based tool deployed in ISO folder Utilities exports UI configuration from a running IP Office Contact Center Imports configuration in a another new IP Office Contact Center gt A single Report or complete folder can be exporte
45. ck Next Trusted Root Certification Authorities You are about to install a certificate from a certification authority CA claiming to represent ipoffice root IPOSEPrimary avaya com Windows cannot validate that the certificate is actually from ipoffice root IPOSEPrimary avaya com You should confirm its origin by contacting ipoffice root IPOSEPrimary avaya com The following number will assist you in this process Thumbprint shal BBD9F27E 8AFC93F8 B7BDS5A3D 1C7AE592 0147F372 Warning If you install this root certificate Windows will automatically trust any certificate issued by this CA Installing a certificate with an unconfirmed thumbprint is a security risk If you click Yes you acknowledge this risk Do you want to install this certificate 2014 Avaya Inc All rights reserved Certificate Installed gt When the certificate has been properly installed you should get no warnings when trying to access the corresponding admin pages EX IPOCC Administration Si x amp https 192 168 42 5 8443 Administration Login user IP Office Contact Center Administration Username Administrator Password 2015 Avaya Inc All Rights Reserved Best View in IE 11 Chrome 39 Mozilla 34 2014 Avaya Inc All rights reserved AVAYA LEARNING Customer Engagement OnAvaya Powered by Google Cloud Platform 2014 Avaya Inc
46. creen IPOCC Username IPOCC User password IPO Extension 2014 Avaya Inc All rights reserved SFCD Agent Home Screen Breaktime Agent Name n X Logout Agent Extension Consult Drop ranster a ie Conference 2006666 Hold UnHold JobCode Dial WrapUp 2014 Avaya Inc All rights reserved SFDC Answer Incoming Call gt When a call comes in the app pops out If it is minimized Topic Name Call Direction Call Type Mr Peter Parker Caller Name Phone Number Call Alert TEE KEE KEE 2014 Avaya Inc All rights reserved SFDC Multiple party Call gt Example Consult Call Mr Peter Parker BUH 00 01 09 Second Call Info pen ICIO I ITIS I 2014 Avaya Inc All rights reserved SFDC Screen Pop Q United Oil amp Gas United Oil amp Gas Corp EB ia Le Hide Feed Click to add topics Q Post D File Write something a New Task More e a Show All Updates 7 United Oil amp Gas Corp a04 There are no updates Contacts 3 Cpportunities it Cases 54 Open Activities 0 Activ Account Detail Edit Delete Include Offline Account Owner E Sandesh BetaPkg Change Account Name United Oil amp Gas Corp View Hierarchy Parent Account Account Number CD355118 Account Site Type Customer Direct Industrv Foner 00 00 13 Conversation 2014 Avaya Inc All rig
47. ctions con d Input 9 Auto Deregistration of Extensions 10 Sending DIMF tones 8 Order Code yes Contact Center order code yes by a timeout in SAP Inactivity of the WebGui b configurable timeout in Contact Center SAP Connector yes by SAP GUI 2014 Avaya Inc All rights reserved 1 SAP Connector Implemented Functions cont d 11 Simple CTI yes 12 Number yes outbound correction during dialing 13 Number yes inbound correction for display 14 Item Call optional Additional service effort Attached Data Select data from a Contact Center Calltag and attach it to a Handling call User User Info UUI User Entered Code UEC Universal Call Id UCID 2014 Avaya Inc All rights reserved 1 SAP Connector Language dependent text block SAP Connector supports English and German Concurrent operation SAP Client and IP Office Contact Center UI Arestricted concurrent operation of SAP Webclient and Contact Center Ul is possible gt For agent control and call handling SAP is the leading system Contact Center UI can be used for monitoring 2014 Avaya Inc All rights reserved 1 SAP Connector Installation gt Setup he setup is provided as msi The SAP CONNECTOR is distributed with the IP Office Contact Center ISO image which also includes OVA and Appliance images gt Start of the SAP Connectors The SAP Connector is started and
48. d imported gt Which configuration can be exported imported Design configuration or a historical report counter time frame time resolution Design configuration of realtime information elements no objects Design configuration of Telephone screen Design configuration of Home screen Objects like topics AG agent can not be exported they have to be adjusted after import manually in IP Office Contact Center UI gt How to export example commands for realtime reports Command reportex export U Administrator P lt password gt F overview T realtime Configuration stored in files with extension cpy copy this files to new IP Office Contact Center Command reportex import U Administrator P lt password gt F overview T realtime 2014 Avaya Inc All rights reserved AVAYA LEARNING Synchronization 2014 Avaya Inc All rights reserved Synchronization gt A new synchronization service on both IP Office and IP Office Contact Center will simplify the provisioning of agents and short codes that are used by IP Office Contact Center gt Following objects are synchronized Users in IP Office lt gt Agents in IP Office Contact Center Access codes in IP Office Contact Center gt Short codes in IP Office 2014 Avaya Inc All rights reserved Settings for IP Office Contact Center in IP Office an le DNS Voicema MDR Twinning C eun LANI LAN2 DNS
49. d the created certificate into the IP Office CC server 2014 Avaya Inc All rights reserved Creating the Certificate Step 1 Login to IP Office gt To create a certificate to use on the IP Office Contact Center server 1 Use a web browser to access and login to your IP Office Server Q eaim pr 0 cm e A IP Office Server Edition X MARGE IP Office Server Edition R9 1 2014 Avaya Inc All rights reserved Creating the Certificate Step 2 Access Certifi cate Settings 2 Access the Settings tab and scroll down to the Certificates section O ARATE A r once seversation x Create new Renew existing Import Generate Download PEM encoded Download DER encoded Identity Certificates fl Renew automatically Waming The certificate will be automatically regenerated and replaced for all applications when a change that causes it to expire such as network or LAN change takes place This will cause all applications to restart and you will be redirected to the login page Create certificate for a different machine ae hi Password complexity requirements Machine IP Minimum pe j length 8 Password Minimum number of uppercase characters 1 Minimum number of lowercase characters 1 Confirm Password Maximum allowed sequence length 4 Subject Name IPOSEPrimary Subject Alternative Name s DNS IPOSEPrimary IP 192 168 42 3 IP 192 168 43 1 Duration days 2555
50. dedicated GPU Low animation mode and reduce frame rate available Display on desktop projector or Large monitor Audio card and speakers for alarm audio features Internet Explorer 7 Firefox 2 or Chrome 20 browser Microsoft Silverlight 5 runtime free download or optional Windows update The Web browser must be configured to preserve the browsing history SMTP server for email notifications local or internet based 2014 Avaya Inc All rights reserved Wallboard Example Content Test 1 Test 2 rr dE al dad a is ii is d aia P S4 JP Uu d P ar uf PA PA p FRPS ai di SP a uu UN ai a PKP I Iu UN TT dad ds Js Ja FAIT P Le eg PPID ASIII ATIINA i1 PF PT PAP PPP RA lift pa Drag a column header and drop it here to group by that column le Object Signon CustomerService Billing 22 E 79 Fra aga ata TCR totNdoneShift 1 lynch wilson Billing Topic Billing Topic TAbanWaitShift maxTQueued sherman 0 00 34 WEN Kent 8 wi X Gd Sample Board IP Office Contact Center 9 1 2 0 AVAYA 2014 Avaya Inc All rights reserved Wallboard Features wv Accessible to team leaders and supervisors oeparate instances of Wallboard which can be exported and imported Four standard templates for use as base of user designs Real time view of configured objects monitor counters Drag amp Drop configuration automatic layout sizing and manual layout mode
51. e The user does not have the sufficient rights for WebRTC Configuration is displayed amp need to add administrative privilege to WebRTC after the upgrade by following the below steps 1 Login to Security Settings from IP Office Manager 2 Navigate to Right groups gt Administrator Group gt External 3 Enable WebRTC Gateway Administrator 4 Save the changes Security Settings Rights Groups 12 Rights Group Administrator Group a X EN Ec Name Group Details Configuration Securty Administration System Status Enhanced TSPI HTTP Web Services Extemal pd System 1 DEREN Group IP Office Service Rights Ea Services 7 ipiam Bee Voicemail Pro Basic A Da Rights Groups 12 Voie M Voicemail Pro Standard bo Service Users 6 d E M Voicemail Pro Administrator is am M one X Portal Administrator i 2 Pn PJ one X Portal Super User sin e S 8 Web Control Administrator ep am 7 Web Control Security Aaa VI WebRTC Gateway Administrator Business Partner WebRTC configuration is listed in Web Manager only if the WebRTC service is running 2014 Avaya Inc All rights reserved WebRTC Gateway Logs gt WebRTC Gateway logs are listed in Webcontrol page gt Debug Logs gt WebRTC Application can be selected Logs Application Log Application WebRTC Gateway WebRTC Gateway WebRTC Gateway WebRTC Gateway WebRTC Gateway WebRTC Gateway WebRTC Gat
52. e Folders When the certificate has been saved Select OK on the previous window and logout of your IP Office Server A Certificate for node 192 or 42 5 created Please use zd im erc to eebe Please iot that the conical will na deleted after this pop up is closed 2014 Avaya Inc All rights reserved Importing the Certificate Step 1 Login to IP Office To import a certificate into the IP Office Contact Center server 1 Copy the certificate in the following directories C Program Files x86 AvayaMP Office Contact Center Tomcat conf C Program Files x86 AvayaMP Office Contact Center Web Service Collection conf C Program Files x86 Avaya IP Office Contact Center Web User Interface conf Lid E n E Home Share View File Share View e H HA zc Avaya b IP Office Contact Center Tomcat conf gt L IP Office Contact Center Web Service Collection conf she BE Desktop Name Date modified BE Desktop Name Date modified 8 Downloads E di Downloads 11 02 20151722 File folder A Catalina i D AU 1 5 18e CE i A Catalina ITA 23 1 L File tolde T Recent places EU Recent places Vu Westin eun ciui aa catalina poli 20 10 2014 15 49 OLICY File addressbookadmin properties 1 02 2015 17 0 ee 2 aa EE __ catalina properties 20 10 2014 15 49 PROPERTIES File C3000WebAdmin properties 1 02 2015 17 1 a Thi
53. e HTTP Server Queues Topics from IP Office Contact Center 2014 Avaya Inc All rights reserved 1 SAP Connector Configuration gt PBX Settings f possible configure the PBX in that way that external call numbers are always in canonical format e g 49 40 2392 3140 lf this is not possible then call number normalization will be more complex gt SAP Connector Base Settings Compare SAP Connector documentation The SAP Connector is not configurable online Exception call number normalization 2014 Avaya Inc All rights reserved 1 SAP Connector Configuration gt Call number normalization in SAP Connector Example SubstSeparator P InboundSubstRules 0049 49 000 049 49 OutboundSubstRules 49 00 1 0001 2 0002 3 0003 4 0004 5 0005 6 0006 7 000 7 8 0008 9 0 009 TellnternationalCallMinLength 10 TellnternalDeviceLength 5 TelCountryCode 49 TelAreaCode 40 TelNumberHead 2392 TelCountryPrefix 00 TelAreaPrefix 0 2014 Avaya Inc All rights reserved 1 SAP Connector Configuration gt There are 2 fields for call numbers in SAP GUI Personalize System News Log Off Phone Inbound 494023921123 1122 dialed number Alerting Phone CTI Clear Interaction Dial Ready Paused Yus Clear Interaction RN Number of Call Partner RO Installed Base Object Component ID Product ID i Identification gt I
54. erved 1 SAP Connector gt Supported Versions SAP CRM 7 0 EHP3 version in development lab SAP CRM 7 0 EHP2 version at beta customer Melitta On project base all SAP CRM systems which use ICI 3 07 SAP WebClient Client interface provided by SAP for web browser e g Internet Explorer Firefox HTML browser interface to the SAP System Communicates with the SAP server which transports requests and responses and events to from the SAP Connector to the client 2014 Avaya Inc All rights reserved 1 SAP Connector gt SAP Interaction Center WebClient CRM 7 0 4 i Sj YY Interaction Center 6 Mr J H G KOHNKE f Identify Account ID 425842 Account Identification Account Account Overview VIN Interaction Record First Name Last Name Interaction History Function Fax Department Letter Account Knowledge Search Street House Number Knowledge Article Search SR Postal Code Region E Mail Country Script Contact Info For Inbox Telephone Index Fax E Mail Address Result List More Fields Standard BuilHeader not bound BuilContactPerson not BuilContactPerson not HG BuilHeader not bound Sachsenstr 6 F E a 0097 3 3 449 402392 3140 Accept Reject Hold Retrieve J Hang Up Transfer Warm Transter Consult Conference Toggle End Dial Pad Reset CTI Clear Interaction Dial Installed Base
55. eway WebRTC Gateway WiahA Tr Gatewawv Settings AppCenter Download Application WebRTC Gateway Sl Refresh Debug Logs Syslog Event Viewer Message name POMA P bitrate 8000 4 ptime O rtcpfbFir false ricpfbMackPli false rtcpfol4ack false ricpfbRemb false H codec lists Syslog Event Viewer gt Tag WebRTC Gateway can be selected Logs Syslog Events Date 2014 01 03 05 2426 2014 01 03 05 24 15 2014 01 03 05 24 15 2014 01 03 05 24 15 Host 000c29ddf200 000c29ddf200 000c29ddf200 000c29d4df200 Updates AppCenter Debug Logs Syslog Event Viewer Download Event Type View Waseca g el E E WebRTC WebRTC Gateway Refresh Type lag Message OP ipowebrtcqw Connected to media server 127 0 0 1 at Port 4444 cal OP ipowebricgw Connected to media server 127 0 0 1 at Port 4444 OP ipowebrtcqw Connected to media server 127 0 0 1 at Port 4444 OP ipowebricgw Connected to media server 12 7 0 0 1 at Port 4444 2014 Avaya Inc All rights reserved WebRTC Gateway Logs Cont d gt WebRTC Gateway Logs can be downloaded from the Web control as shown below Logs Updates AppCenter Debug Logs Syslog Event Viewer Download Debug Files Select All Create Archive Opening WebRTCGateway_logs_2014 01 01 07 37 targz oe You have chosen to open CI WebRTCGateway logs 2014 01 01 07 37 tar gz which is WinZip
56. eway Listen Port ee ta eth0 v 10 133 134 16 42004 SIP Trunk Listen Port Logging Level 42008 Info __ S reserved WebRTC Gateway Configuration SIP Server settings gt Configuration mode is set to Auto by default and configuration details are auto populated gt WebRTC client currently supports only TCP Transport Type AVAYA Gx Solution Call Management System Settings Security Manager Applications WebRIC Gateway System Settings SIP Server Settings Configuration Mode Domain Name Private IP Address Media Gateway Settings Auto 10 1333 1H E Private ICP Port Private UDP Port Private TLS Port Public IP Address Public TCP Port Public UDP Port H D D JW Public TL S Port Transpart Type 2014 Avaya Inc All rights reserved WebRTC Gateway Configuration SIP Server settings cont d gt Match SIP settings in IP Office manager gt System gt LAN amp VOIP gt Configuration Mode can be changed to Manual and administrator can enter the details manually e 3 3m Pj en A p y ECH I https 10 133 134 16 070 WebManagement WebManagement html c E Google AVAYA Gx Solution Call Management System Settings Security Manager Applications WebRTC Gateway System Settings SIP Server Settings m Configuration Mode Domain Name Private IP Address Media Gateway Settings Manual v avaya com 10 133 134 16 Private TCP Port Private UDP Port Private TLS Port 5060 5060 0 Public IP Address P
57. gt lt Access log processes all example Documentation at docs config valve html Note The pattern used is equivalent to using pattern common gt lt Host gt lt Engine gt lt Connector port 8443 maxHttpHeaderSize 8192 maxThreads 150 minSpareThreads 25 maxSpareThreads 75 enableLookups false disableUploadTimeout true clientAuth false Protocol TLS acceptCount 108 scheme https secure true keystoreFile catalina base conf tomcat p12 keystoreType PKCS12 keystoreAlias tomcat keystorePass password SSLEnabled true gt lt Service lt Server gt V lt Host gt lt Engine gt Connector port 8443 maxHttpHeaderSize 8192 maxThreads 15Y minSpareThreads 25 maxSpareThreads 75 enablelookups false disableUploadTimeout true clientAuth false sslProtocol TLS acceptCount 188 scheme https secure true keystoreFile catalina base conf Aserver 192 168 42 5 249677171 p12 keystoreType PKCS12 keystoreAlias tomcat keystorePass password SSLEnabled true gt lt Service gt lt Server gt 2014 Avaya Inc All rights reserved Importing the Certificate Step 4 Add password to server xml 4 Change the password to the password used when creating your certificate close and save the file lt Host gt lt Engine gt Connector port 8443 maxHttpHeaderSize 8192 maxThreads 150 minSpareThreads 25 maxSpareThreads 75 enablelookups false disa
58. he new access code but won t delete the previous one IP Office Contact Center Short codes added in IPO gt sync wont have any impact as short code sync is one way User creation when IPO is down IPO deny the requested user sync operation gt Sync wont allow user creation in IP Office Contact Center if it is not able to do the sync in IPO gt Error will be shown in UI to the Administrator Access code creation when IPO is down gt Sync wont deny access code creation as short code sync is through polling as per sync interval and not real time 2014 Avaya Inc All rights reserved Limitations of Synchronization gt gt gt Short code sync is only one way from IP Office Contact Center to IPO Depending on the PBX type IPO V2 or Server Edition syncing time will vary Web Service User Passwords of all IPO systems Primary Secondary Expansions in the IPO solution should be same Adhering to the rules of user creation short code creation has to be taken care by Administrator short codes will not be deleted from IPO in any case even if Customer deletes corresponding access code from IP Office Contact Center separate web service user should be created to avoid the risk of Administrator user getting locked In case of connectivity lose with IPO Sync service will restart sync operations only when disconnection is more than 60 seconds Even in case of IPO solution with Expansions all IP Office Contact Center user
59. hts reserved SFDC Call Log gt Call Duration Status and Direction of call is saved in Call Logs Details Call ll Task P Call Click to add topics Attachments 0 Task Detail Edit Delete Create Follow Up Task Create Follow Up Event Subject Call Name Rose Gonzalez Due Date Related To Phone 8D03V Call Result Call Type Inbound Email rose Com Priority Normal Call Duration DEZ Created By Sandesh BetaPkg 1 29 2015 4 26 PM Last Modified By Sandesh BetaPkg 1 29 2015 4 26 PM Comments 2014 Avaya Inc All rights reserved SAP Connector Overview gt SAP Connector integrates IP Office Contact Center with SAP CRM 7 ICI Integrated Communication Interface is an interface specified from SAP to connect various means of communications to a SAP System Integrated Communication Interface Specification Version 3 07 2011SAP AG By SOAP Simple Object Access Protocol XML coded data is transferred between the systems SAP and Contact Center via HTTP HyperTextTransferProtocol On the side of the PBX Communication Provider SAP Connector a web service is implemented 2014 Avaya Inc All rights reserved 1 SAP Connector Presentation _ REESE Application Telephony Software Telephony Platform Voice Only CRM IC WebClient SAP CRM SAP Application Avaya Avaya IPOCC SAP Server connector 2014 Avaya Inc All rights res
60. ings Aiia xm 10 133 2329 85 Private TCP Part Private LIDP Part Private TLS Part ublic IP Address Public T CP Port Public LIDP Port 0 133 Public TLS Port Transport Type 2014 Avaya Inc All rights reserved Remote Worker Configuration cont d Option 2 Using Public STUN server Minimum Minimum 56000 Codecs Audio 1 PCMU 2 PCMA 3 telephone event Codecs Video 1 VP8 DTMF Payload Type 101 Maximum 60002 Maximum 58000 STUN Server Address STUN Server Port 23 21 150 34 8 Public STUN server can be used for remote worker configuration and the details can be entered in the media gateway settings field as mentioned below 2014 Avaya Inc All rights reserved Remote Worker Configuration cont d Option 3 Using Public STUN and Public TURN server gt Public STUN TURN servers are also can be used for remote worker configuration and the details can be entered in the media gateway settings field as mentioned below DIMF Payload Type STUN Server Address STUN Server Port 101 23 21 150 34 8 TURN Server Address TURN Server Port TURN User Name 74 125 200 127 19302 XXXXX NO 2014 Avaya Inc All rights reserved Diagnostics 4 4 In case of IP Office upgrades from 9 0 to 9 1 if the upgraded system is at default security setting gt No changes required If upgraded system is not at default security settings gt error messag
61. lina policy 20 10 2014 15 49 POLICY File 13 KB catalina properties 20 10 2014 15 49 PROPERTIES File 7 KB JM This PC ns f context 20 10 2014 15 49 XML Document 2 KE E Desktop D DUR OS ce Se logging properties UI 10 2014 15 45 PROPERTIES File 4 KB F Documents i server 11 02 2015 17 17 XML Document 7 KB 4 Downloads Inc All rights reserved ay server 1071694295 240677171 PARIS WETT Paranal Informa AVE Importing the Certificate Step 2 Edit the server xml file 2 Edit the C Program Files x86 Avaya lP Office Contact Center Tomcaticonfserver xml file mien 1 A 1 d Home Share View a Avaya b IP Office Contact Center Tomcat conf BE Desktop Name Date modified Type Size 8 Downloads UAR dE Catalina 11 02 2015 16 4 File folder i Recent places Nov t m CEN addressbookadmin properties 11 02 2015 17 02 PROPERTIES File KB C3000WebAdmin properties 11 02 2015 17 12 PROPERTIES File 9 KB Ml This PC Puer aa nsn Mate m catalina policy 20 10 2014 15 49 POLICY File 13 KB m in Desktop z Re SE o Catalina properties 2010 2014 12 49 PROPERTIES File i KB El Documents Los en X 4 i context 2U 10 2014 13 49 XML Document KB Downloads 1 SN raram mm g e __ logging properties 11 02 2015 16 47 PROPERTIES File 4 KB A Music SSS are rs ee E r L a SC AC wm E nt 7 KB Ictures EN Open vid 8 server 192 168 4
62. line graph agent group table system mes Template 2014 Avaya Inc All rights reserved Wallboard Administration Editing gt Select an existing Wallboard item to edit and choose OK sangan 0 Ve ANT LS d wi ke LI fl Template 1 Grouped cells line graph agent group table system mess Template re A Ke New ET Copy X Delete D Import BD Export a Logout Click to enter the currently highlighted wallboard 2014 Avaya Inc All rights reserved Wallboard editor Time bar Logo image Object list Monitor Phone state latest 12345767 Free Break Time code E ii templateaa IP Office Contact Center 9 1 2 0 AVAYA Footer action buttons Wallboard cells 2014 Avaya Inc All rights reserved Adding Objects Components Gr C Group 2 Graup 3 Group7020 Group7030 Group7031 Group7032 Group7033 Group7034 Group7035 Group7036 2014 Avaya Inc All rights reserved Multiple Object Components pee Yo Act Group 3 Agent state latest Agent state latest Agent task latest avaMAcc avaNAct Sofiya Logged off avgNFJCode avoNFree avoNNew avgNWrapUp NBreak MACE MAct MBreak MFJCade MFree MNew NSignOn NWrapUp ISL E In SUS i en ELIGE New Item Name IP Office Contact Center 9 1 2 0 AVAVA 2014 Avaya Inc All rights reserved Customizing Objects 2
63. ll Details Notes History Customer details D More Options Call Details Groups 8 Agents 446 E ERES Notes History 4i Customer Details Io Web amp 1eflestduse Dai Margaret Knolls 510 344 5671 COIOBIQIOROBSOROREO Supervisor Messa qmi Internal Manual it Agents Ag NStatistics Donec id elit non mi porta gravida at eget metus Lorem ipsum dolor sit amet consectetur adipiscing elit Vivamus sagittis e Flora Robinson i Not available Y ext lacus vel augue laoreet rutrum faucibus http www website com FAQs Issue1234 PT HENRI al jag AS Available sa Tina Chan f 9 Not available v ex Tre war ASI Not available ia c 2014 Avaya Inc All rights reserved Agent High level functionality Telephony Screen cont d gt Telephony Screen Call Notification Call Details Web Access Agent 807 00 45 Waited 00 00 CHOOT rei ri 3 Call Details Groups Users Notes History ff Customer Details Avaya Google Newt Global AVAYA 6nyg5f The Power of We Supervisor Message More Options Feedback D ontact Center Web Access while on call 2014 Avaya Inc All rights reserved Agent High level functionality Telephony Screen contd gt Telephony Screen View by Groups and Agents Supervisor Message display No Calls in The Queue Groups A A K Ei Help Desk 1 00 00 Agents Signed On ver
64. n IPO CC Waiting Chat Multi Channel Announcements Call Back Skill based routing Channel prioritization IVR Agents 2014 Avaya Inc All rights reserved IP Office Contact Center Main Functions User Interface Call Routing Database Taskserver Voice Realtime eMail Statistics Chat Historic Reporting Outbound Dialer 5 2014 Avaya Inc All rights reserved IP Office Contact Center 9 1 2 Feature Pack Introduction gt IP Office Contact Centre release 9 1 2 FP is a follow up of the initial 9 0 X and 9 1 0 releases Wallboard L CRM connectors 4 Administrator UI IPO and IPOCC synchronization Customer Engagement OnAvaya Powered by Google Cloud IP Office Contact Center ChromeBook Box application provides Telephony Agent User Interface Supervisor User Interface and supports WebRTC or Avaya Desk Phone Wallboard High visibility real time User Interface for call center that can run on low end PC connected to a large flat screen CRM Connectors CRM connectors for SalesForce and SAP Administrator UI New landing page for administrators Configuration Wizard User Interface Download and Log Collection IPO and IPOCC synchronization oynchronization of data between IP Office and IPOCC AVAYA LEARNING Documentation 2014 Avaya Inc All rights reserved Documentation New or changing for 9 1 2 FP Overview and Planning Administeri
65. n Mame PEXServer Version R9 1 6 IPOCC Hostname WIN 143HMJ8975G6C IPO Service Port 8443 CHAP Adapter Information Local IP Address 148 147 182 118 Local Signal Port 5160 PBX IP Address 148 147 182 189 PEX Signal port 56868 SIP Domain sip com DNS server IP 135 27 168 74 SIP Extension 699 Agent and Group Information Number of Agent Group 3 Number of Agents 5 Number of Supervisor 1 Humber of Job codes 3 Number of Topics 3 Time Off Information Holidays are configured SZ CU It Avaya HIG AT TIYI NS reserved Landing Page Download Functionality gt Download the log from the selected folders of IP Office Contact Center gt Download the IP Office Contact Center Client Software poco IP Office Lo Contact Center zm Certificate IP Office Contact Center Client Download Logs IP Office Contact Center Logs Address Book Ul Logs Database Logs EMail Logs Server Logs Optional Logs WebServices Logs Landing Page Logs Test Logs Download Selected ChatLogs IP Office Logs System Logs Web UI Logs Core Logs IVR Logs CRM Logs Wallboard Logs 2014 Avaya Inc All rights reserved Landing Page Supported browsers Internet Explorer 11 gt Firefox 32 gt Chrome 39 browser 2014 Avaya Inc All rights reserved AVAYA LEARNING CRM Connectors 2014 Avaya Inc All rights reserved SalesForce CRM Connector gt The SalesForce C
66. n Call 38 38 Customer Retention of 5 groups e a 9 Tina Chang 802 Logged in of 4 groups o 9 Trey Edwards EE Logged Off LI L i Walter Kennedy Logged Off of 3 groups e KJA AVAYA 2 Emergency D IP Office Contact Center Filter Agent List by Agent States Manage Agent status Silent Monitoring 2014 Avaya Inc All rights reserved Supervisor Queue View Real Time Functionality Groups 6 Wait Time 03 35 00 44 Agents 10 Name Agents Agent Queue level view of calls waiting Queue 2 Other Call Number Group Topic 808 Customer Retention Topic 2 Assign to 807 Help Desk Topic2 Agent 2 Pick call Agent10 Agent2 Agent9 Agent3 Force feed call to Agent8 Agent 2014 Avaya Inc All rights reserved Supervisor Other Allowing modify Variables Groups 6 Agexfs 10 Queue 0 Variable Value Message Board Hello IPOCC Agents ES No of breaks allowed 3 Save N Modify the values 2014 Avaya Inc All rights reserved Select predefined reports Choose Report View Report Run Report i seat 01 Agent presence 01 Agent presence 1 26 2015 11 00 00 AM to 1 30 2015 5 00 00 PM Name DL Agent presence Date created 02 06 2015 18 08 Last Modified 2 2 2015 Owner System Period 01 26 2015 11 00 to 01 30 201 02 Agent calls 2 2 2015 12 30 00 PM to 2 4 2015 1 30 00 PM Last Modified 2 4 2015
67. n this example dialed call number and connected number are the same the number assigned to this this SAP GUI direct call At a topic call dialed number is the topic number and connected number is the number assigned to this this SAP GUI 2014 Avaya Inc All rights reserved 1 SAP Connector Configuration Test of Call Number Normalization Compare SAP Connector documentation By use of the configuration tool ConfigUl exe it is possible to test the substitution rules AA ConfigUl 26 hac46668 1077 ICI PABX HH CheckTelNumberSubstition InputNumber 00494023923140 OutputNumber 494023923140 2014 Avaya Inc All rights reserved 1 SAP Connector Error Analysis gt TTraceConsole the SAP Connector shows up with the name under which his configuration data is saved for example ICI PABX HH1 YT localhost ICI PABX HH1 hac46752 4464 P Am e ee m 5 File Extra View Window Help ICILLPABX_HH1 025 hac46752 4464 TestUlTabs 024 hac46752 10900 tt srv 007 hac46752 3156 1SHM Skill CIT IC Connector Con UOTE IC Connector DB CITC_ICIConnector_Evt i OTC lIClConnector Fc ITC IClConnector Gen NO TC_ICIConnector_ Mon ICT ICIConnector Msg MO TE ICIConnector NumAna p CIT IC Connector Obj i CIT IClConnector Tag CITC_ICIConnector_Tsk LI TC_ImplCheck i TC LicenseDebug TC Licenselnfo TC Warning lt A Be II gege en mm Pro nm
68. ng gt Avaya IP Office Contact gt Using Avaya IP Office Center Feature Description Contact Center User gt Avaya IP Office Contact Interface for Windows Center Reference gt Using Avaya IP Office Configuration Contact Center for Google Chrome Book New gt Using Avaya IP Office Contact Center Wallboard New Task Based Guides Supporting gt All existing Task Based gt Avaya IP Office Contact Guides are updated to reflect Center Error Messages the IP Office Contact Center 9 1 2 FP content Administering Avaya IP Office Contact Center Configuration Module Administering Avaya IP Office Contact Center Address Book Administering Avaya IP Office Contact Center Text Block Administration Administering Avaya IP Office Contact Center Task Flow Editor Administering Avaya IP Office Contact Center IVR Editor Administering Avaya IP Office Contact Center Dialer Using Avaya IP Office Contact Center Web Based Administration Portal Quick Start New 2014 Avaya Inc All rights reserved AVAYA LEARNING Avaya IP Office Contact Center Solution Overview 2014 Avaya Inc All rights reserved Solution Overview IP500V2 IP500V2 Un LAA LAN Application Server VMPro Contact Recorder WebRTC Gateway 2014 Avaya Inc All rights reserved Solution Overview Server Edition Server Edition VMPro Contact Recorder WebRTC Gateway LAN IPOCC 2014 Avaya Inc
69. ntin Tambrea Michael Lopez A Blake Johnson SSIQN queue calls Sa Flora Robinson i AVAYA to Agents per Pick call IP Office Tina Chang Contact Center Trey Edwards 2014 Avaya Inc All rights reserved Supervisor Group View Real Time Functionality cont d Clicking on Group card expands me showing more details and statistics of z in the group Also can perform Emergency and Silent monitoring actions Eg Groups 6 Agents 10 eue 2 Other Monitoring Abandoned Customer Retentio calls at Group level Service Factor Agents Available Total Calls 60 0 38 Current Wait Time Abandoned Call Monitor Longest 27 26 Average 27 17 3 y Name Call Number Agent 801 2 Agent6 806 e Agent3 803 2 AVAYA Agent4 804 2 Ser Pick call 2014 Avaya Inc All rights reserved Supervisor Agent View Real Time Functionality Manage status of High level Agent agents H level status EN Agents 10 Queue 0 Other TN Coloured indication to show thresholds level All Agent States have been exceeded Eg Constantin Ta _ Michael Lopez Blake Johnson R Tina Chang 804 T 802 0 3 ys Qus 4 Groups Groups Groups Groups Off Break Off Break a Off Break D Off Break D Flora Robinson Agent10 Amelie Anderson Tey Edwards Agent requiring AVAVA Ors Ors Or assistance Os Groups Groups Groups Groups IP Offi Contact Genter 2014 Avaya Inc All rights
70. ouncement script du 5 Hama LE Virtual agent group Create Es pee Customer Retention Yt Customer Servic ra mp US Help Desk um dos NN Mare Variables Lance D Sales Physical agent groups assigned to this virtual agen group OO Name Te E PBX e RK 2014 Avaya Inc All rights reserved Update Privileges for making Agent a Supervisor ul Email j Variables ok Task Flow Editor Others m Team P P 7 Reporting Ej V Topic 7 Trunk line J Agent group V Outbound ACD vam u J Agent VIIVR Bien Airne PAm PR Dire Tee co IPK em cm m fione deen am oa zas Show alias only d Skill e r povero pop Green Jl Team Ne Naya a East Ow hunter Pox e et priere F Telephone PBXs de ps A feet PEXServer V Automatic reporting V Delete data c pt J Set report parameters e reng een PServer Supervisor rue V Definition Agent Agent9 Edit www Task types System name Agent9 JI Telephony Login name AgentS F Email E Chat z D sign on through Windows user account agent privieges Reporting Realtime Information Task Flow Editor Others OK Dona Agent Emai Variables Home S am bs P P Alias 4 Select own home fie 3 Vi Home Sp a Telephony J Select own telephony file E IV Telephony configuration EI Title
71. res Compress to Exported Certificate rar and email Bl Videos Scan with Malwarebytes Anti Malware MI Computer inia E Local Disk C Cut AGB E Copy Lg Training 10 0 0 10 ER Network Exported Certificate cer Date modified 03 03 2015 09 14 A Security Certificate Size 1 08 KB 2014 Avaya Inc All rights reserved Importing into Browser Step 3 Run Cert Import Wizard 2 Navigate the Certificate Import Wizard selecting to place the certificate into the Trusted Root Certification Authorities store E m 7 Tn pem Certificate Import Wizard ll Certificate Import Wizard Certificate Import Wizard Completing the Certificate Import Wizard Welcome to the Certif Certificate Store Wizard Certificate stores are system areas where certificates are kept This wizard helps you copy certifica The certificate will be imported after you dick Finish lists and certificate revocation lists certificate store Windows can automatically select a certificate store or you can specify a i the certificate m You have specified the following settings GZ dere ES Trusted Root Certifice Content Certificate A certificate which is issued by a ca x a confirmation of your identity and 3 Automatically select the certificate store based on the type of certi Santo ala Dana bius Place all certificates in the following store Certificate store To continue di
72. review Configuration gt This screen shows the configuration settings selected in the previous four steps gt The user can go back to the previous screens to modify any part of the configuration KS LP IP Office 4 Contact Center Configuration Configuration Wizard System Configuration Group And Profile Setup Review the Changes before Saving the Configuration Users Setup IP Office Contact Time Off Preview Configuration IP Office Service Start Topic Code Local IP Address IP Office Signal Port Group Name Group 1 Profile Name Agent Profile Supervisor Profil Number of Users Name Agents 010 Agents 0 11 Agents O0 12 Agents O 13 Agents O 14 Supervisor801s Previous Center Host Name IP Office IP Address IP Office Service Port User Name IP Office Service Password Topic Code Prefix Local Signal Port DNS Server IP Address Privileges Agent e Supervisor SIP Extension SIP Password Group Group 1 Group 1 Profile Name Supervisor Recurrence Begin week None Monday Start Extension Number Profile Extension Profile Name 8010 Agent Profile 8011 Agent Profile 8012 Agent Profile 8013 Agent Profile 8014 Agent Profile 8015 Supervisor Profile Begin Date Begin Time End week End Date End Time 127 15 00 00 Monday 25 12 2015 23 59 After saving the configuration to IPOCC the Monday 01 01 2015 23 59 user is prompted to restart the IPOCC server
73. s created through Sync will be on Primary Server Edition 2014 Avaya Inc All rights reserved AVAYA LEARNING Localization Localization gt Localized into French German Italian and Latin Spanish at GA IP Office Contact Center UI Agent and Supervisor Wallboard On line Help for End User Task Based Guides gt Localized into French German Italian and Latin Spanish in the following Service Pack IP Office Contact Center UI Admin Landing Page Documentation for Admin gt English and German SAP CRM plug in gt English only this release Chrome App SalesForce CRM Plug in 2014 Avaya Inc All rights reserved AVAYA LEARNING Upgrades Upgrades IP Office Contact Center 9 0 X and 9 1 0 can be upgraded to version 9 1 2 gt Upgrades from 9 0 X require the database migration from Sybase to PostgreSQL using the DataMigration tool gt Some new Services on the IP Office Contact Center Server require the setup Wizard to be run again as part of the upgrade procedure IP Office must be upgraded to 9 1 2 FP Synchronization service components on IP Office WebRIC support 2014 Avaya Inc All rights reserved Course Summary In this course you learned to v v v v Kw w WW Describe the new features of IP Office Contact Center 9 1 2 Describe Certificate Installation Describe Chrome Packaged Application Describe Wallboard
74. s PC RS ES M This PC PEZ X context 20 10 2014 15 49 XML Document catalina policy 20 10 2014 T2 dig Desktop DirectoryWS properties 11 02 2015 17 24 PROPERTIES File di Desktop catalina properties 20 10 2014 15 F Documents lt e Eeer ROPERTIES Eile Doc legging properties 1 02 2015 17 2 PROPERTIES File Documents EC as m Downloads s JE NES VIEDCTICC E context eW TU 2014 13 ManagementW5 properties 1 02 2015 17 24 PROPERTIES File Downloads l eal na AN Music m RSS E i lagging properties 1 02 2015 16 Es _ MenitoringWS properties 11 02 2015 17 24 PROPERTIES File A Music PUTANS E Pictures VS MP cU OSA 2 server 1 02 2015 16 El server 11 02 2015 17 AML Document Pictures L Videos E g 4 EEN noma rmn 40 17 1 SR 3 E RIRE E server 192 163 42 5 249677171 02 03 2015 10 71 Personal Informati We Leman ocal Disk C ae M B Videos C TaskWS properties 11 02 2015 17 24 PROPERTIES File CH Local Disk C EA MR NAN ca Logs WW x 5 26 09 2011 13 P f Lota f Te maa tomcat 06 09 2011 13 11 ons Informati StatViewer properties 1 02 2015 17 0 S a 3 29 KB Logs Y x EEN l items item selected 3 80 d TextTemplateAdmin properties 11 02 2015 17 8 pen 17 items 1 item selected 3 80 KB ES Home are View BE Desktop Name Date modified Type size Downloads 2 a 2 A Catalina 11 02 2015 17 16 File folder l Recent places nui an KANAN mer cata
75. served Supervisor Historical Reports Functionality Automate Select predefined Generate Report reports Choose Report View Report Run Report DL Agent presence KITE O1 Agent presence 1 26 2015 11 00 00 AM to 1 30 2015 5 00 00 PM Last Modified 2 2 2015 Start End 02_Agent calls mx LO www 2 2 2015 12 30 00 PM to 2 4 2015 1 30 00 PM e Today D Last Modified 2 4 2015 Last 7 Days Last 14 Days rn Last 30 Days At 12 00 PM Only Report core vet LTL Hours ofthe Day From 12 00AM To 12 00 PM AVAYA IP Offi Cet Creer Add Another Update report details 2014 Avaya Inc All rights reserved Agent Outbound Calls Functionality Agent can either ANSWER or HANGUP OOS AVAYA Customer Name Customer Phone Number Notes amp Name Josh Thompson Phone Number 510 344 5671 Account Humber 5618318481877 Ticket Humber 0001257 Lorem Ipsum TBD Lorem Ipsum TBD Lorem Ipsum ES Waited 00 01 Identical to inbound call Customer Details A Users 446 Supervisor Message Users Ul is identical to Inbound but list only contains outbound Donec id elit non mi porta gravida at eget metus Lorem ipsum dolor sit amet onsectetur users Customer Information Donec id elit non mi porta gravida at eget metus Lorem ipsum dolor sit amet 7 consectetur adipiscing elit Vivamus sagittis lacus vel augue l
76. sh Timeout defines for how long during a page refresh the connection with the server will be maintained On Call Keepalive is the interval time in seconds after which ISA will send a periodic keepalive message to IPOCC Server This is intended to keep the Agent session alive By Default it will have a value of 30 seconds Use Directory for Contact Details will search in the SF Directory Numbers for Internal Calls Access code for external OutCC this code will be used for outbound dialing 2014 Avaya Inc All rights reserved SFDC Make App available to Agents gt Inthe user configuration edit Call Center field and select the IPOCC Call Center Adapter application Show View State in Development Mode n salesforce CRM Content w User ES Receive Salesforce CRM F Content Email Alerts E Receive Salesforce CRM EI Content Alerts as Daily Digest Allow Forecasting Fi 2014 Avaya Inc All rights reserved SFDC Certificate Setup gt ISA communicates with IPOCC using HI TPS and Secure websockets This requires a certificate from IPOCC to be installed 17 Privacy error e gt C amp bttp5 148 147 182 193 8443 CRMConnector login w A A Apps Postman Your connection is not private Attackers might be trying to steal your information from 148 147 182 193 for example passwords messages or credit cards Back to safety 2014 Avaya Inc All rights reserved
77. tus Mr734 Parameters configured on the Total Time on Break I Lorem ipsum thick client Donec id elit non mi porta gravida at eget metus Lorem ipsum Donec id elit non mi porta gravida at eget metus Lorem ipsum Donec id elit non mi porta gravida at eget metus Static parameters 2014 Avaya Inc All rights reserved Agent UI and Supervisor Minimized Version Application in Minimize state showing Agent Avatar and Group Status icon Clicking on Minimize navigation bar slides out showing minimize version App Incoming call in minimized version slides out the showing ANSWER button Chromedebstore Hie Manager Incoming gt Customer Retention JV 2014 Avaya Inc All rights reserved IPOCC Configuration to support the Application gt To support the Customer Engagement OnAvaya Powered by Google Cloud Platform a few items need to be configured on the IPOCC Server using the IPOCC User Interface gt A virtual agent group must be created and all agents groups must be mapped to it A IP OMice Con e Goto Hel Agent Porta Supervision Vasto Al Administration KETA beak X RECHAP server PBVEA Courty f ueue device 2 Telephone 45 Telephone group Stat server Chat sonpt Wa Tor AQ Agent 2 Profile Team EiCustomer C7 Edoma destination Mi Wo piace fa Announcement LA Ann
78. ublic TCP Port Public UDP Port 0 0 0 Q0 Public TLS Port Transport Type TCP wa 2014 Avaya Inc All rights reserved WebRTC Gateway Configuration Media Gateway Settings RTP Port range Private Used towards IP Office RTP Port range Public Used towards client Codecs Audio gt Listed in the prioritized order DTMF Payload Type 101 RFC2833 default payload type used by WebRTC Gateway Call Management System Settings VV v VW WebRIC Gateway System Settings SIP Serer Settings Media Gateway Settings Codecs Audio 1 PCMU 2 PCMA 3 telephone event Codecs Video 1 YPS DTMF Payload Type 101 TURN Serer Address Oo 0 Q TURN Password Security Manager Applications Maximum Maximum STUN Server Address A D D TURN Server Port 0 Enforce TURN nO STUN Server Port 0 0 TURN User Name 2014 Avaya Inc All rights reserved Remote Worker Configuration Option 1 Native Remote Worker gt Configuration Mode Auto gt Public IP Address and port details are auto populated from LAN settings in IP Office gt Configuration Mode Manual gt Public IP Address and ports are of Router NAT Firewall details respectively gt Port forwarding needs to be configured in the Router NAT Firewall for these ports WebRIC Gateway System Settings SIP Server Settings Configuration Mode Domain Name Private IP Address Media Gateway Sett

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