Configuration for Avaya Aura Call Center Elite
To set up Avaya Aura Call Center Elite monitoring, the same procedures are used as for setting up a standard Avaya Aura Communication Manager PBX. For configuration instructions please see: Configuration for Avaya Aura Communication Manager
Once the Avaya Aura Communication Manager PBX is setup, then the following configuration steps for CCE can be carried out:
Avaya CDR Configuration to Link Agents and VDNs with Calls
If it is required to link VDNs and Agents to calls, as described in the ' Avaya Agents Display' and ' VDNs & Vectors - Avaya Aura Call Center Elite' topics, then a configuration change is required. In unified communications environments where Avaya Communication Managers are deployed, Collaborate will obtain call information by using Avaya CDR data. To enable the linking of Agents and VDNs to calls, the following procedure will need to be carried out to set up the necessary CDR data collection
Open a SAT session and log on with administrative rights.
Execute the command: change system-parameters cdr
The CDR SYSTEM PARAMETERS form will be displayed.
change system-parameters cdr Page 1 of 1
CDR SYSTEM PARAMETERS
Node Number: (Local PBX ID) CDR Date Format: month/day
Primary Output Format: customized Primary Output Endpoint: CDR1
Secondary Output Format: unformatted Secondary Output Endpoint: CDR2
Use ISDN Layouts? n Enable CDR Storage on Disk? n
Use Enhanced Formats? n Condition Code 'T' For Redirected Calls: n
Use Legacy CDR Formats? y Remove # From Called Number? n
Modified Circuit ID Display? n Intra-switch CDR? y
Record Outgoing Calls Only? n Outg Trk Call Splitting? y
Suppress CDR for ineffective Call Attempts? y Outg Attd Call Record? y
Disconnect Information in Place of FRL? n Interworking Feat-flag? n
Force Entry of Acct Code for Calls Marked on Toll Analysis Form? n
Calls to Hunt Group - Record: member-ext
Record Called Vector Directory Number Instead of Group or Member? n
Record Agent ID on Incoming? n Record Agent ID on Outgoing? n
Inc Trk Call Splitting? n
Record Non-Call Assoc TSC? n Call Record Handling Option: warning
Record Call-Assoc TSC? n Digits to Record for Outgoing Calls: dialed
Privacy - Digits to Hide: 0 CDR Account Code Length: 15
Remove '+' from SIP numbers? y
On this form the following setting should be made:
Primary Output Format: customized | Set to customized. |
Press [Esc + e] to save the settings.
Press [Esc + n] to navigate to the next page of the form and add the following customized CDR parameters (the order is important).
change system-parameters cdr Page 2 of 2
CDR SYSTEM PARAMETERS
Data Item - Length Data Item - Length Data Item - Length
1: date - 6 17: ins - 3 33: -
2: end-time - 6 18: bcc - 1 34: -
3: sec-dur - 5 19: ixc-code - 4 35: -
4: dialed-num - 18 20: ma-uui - 1 36: -
5: calling-num - 15 21: feat-flag - 1 37: -
6: cond-code - 1 22: res-flag - 1 38: -
7: code-dial - 4 23: tsc_flag - 1 39: -
8: code-used - 4 24: return - 1 40: -
9: auth-code - 13 25: line-feed - 1 41: -
10: acct-code - 15 26: - 42: -
11: in-trk-code - 4 27: - 43: -
12: in-crt-id - 3 28: - 44: -
13: out-crt-id - 3 29: - 45: -
14: node-num - 2 30: - 46: -
15: vdn - 13 31: - 47: -
16: frl - 1 32: - 48: -
Ensure that the 'dialed-num' and 'vdn' settings are configured correctly and then press [Esc + e] to save the settings.
When the custom CDR format as specified above is configured, it will also be necessary to edit the irAVAYA_PBX.ini file which is located in the following folder path:
Prognosis\Server\Configuration
To do this, change the line;
Solution=IPTM\Avaya\avaya-cdr.xml
to
Solution=IPTM\Avaya\avaya-cdr-custom-mmdd.xml
If a different custom CDR format is configured then a new customized version of the avaya-cdr.xml file will be required.
SAT Commands
To obtain the list of Agents, Collaborate makes use of the 'list agent-loginID' SAT command. The interval at which this SAT command is run depends upon the SAT Performance Profile level that has been set. For a 'High' level profile the command will run every 7 minutes, for all other profiles (i.e. Medium, Low and Min) the interval is 25 minutes. The default level for Avaya PBX/Avaya Elite is 'Medium.
If it is required to change the profile level, please refer to the SAT Performance Profiles.
The 'list agent-loginID' SAT command is enabled by default. However, if it is not desired to run this command, it can be disabled through the iravaya_pbx.ini file which is located in the following folder path:
Prognosis\Server\Configuration
To disable the command, go to the [SAT] section of the iravaya_pbx.ini file and change the 'AgentSatCommandEnabled' option to 'false'. This will disable the command and Agent list data will no longer be available.
;=============================================== ; SAT executor thread pool settings ; ; MODIFY WITH CAUTION... ; Connections - the soft limit of connections per PBX ; [SAT] Connections=3 AgentSatCommandEnabled=true ; ;-----------------------