Avaya TSAPI with DMCC and Alvaria or POM Dialer

This topic provides guidelines for configuring Avaya TSAPI interface with DMCC for CXone Multi-ACD (CXone Open).

The supported Avaya AES TSAPI versions are 8.1.3 and 10.1.

Avaya site engineer is responsible for all procedures in the Avaya environment. The procedures described in this section are by recommendation only!

Follow these steps to set up the Avaya TSAPI interface with DMCC and configure an optional dialer.

Step 1: Prepare Avaya AES TSAPI Environment

Step 2:Prepare Avaya AES DMCC Environment

(Optional) Step 3: Configure a dialer:

Step 4: Download and save the Essential Data for 3rd Party Connectivity Config in CXone Excel file. You will be required to fill in essential information as you proceed. Once you have finished entering all the necessary details and prepared your environment for CXone Multi-ACD, you must submit the Excel file to your NICE Professional Services representative.

Prepare Avaya AES TSAPI Environment

You must configure the Avaya AES TSAPI Server before you configure CXone Multi-ACD.

The supported Avaya AES TSAPI versions are 8.1.3 and 10.1.

Perform these steps to prepare the Avaya AES TSAPI environment:

Step 1: Verify the TSAPI License and Status

Step 2: Prepare the AES Environment

Step 3: Add a User

Step 4: Verify the Tlink

Step 5: Create a Secure Connection Using VPN

Step 1: Verify the TSAPI License and Status

Before configuring the Avaya TSAPI interface, you must verify that the Avaya TSAPI Service is running, and that the license is valid.

To verify the TSAPI Service and status:

  1. Log in to the AES Server. The Application Enablement Services page appears.

  2. From the menu, select AE Services.

  3. Verify:

    • The TSAPI Service Status column is Online and that the State is Running.

    • The Licensed Mode column shows Normal Mode.

Step 2: Prepare the AES Environment

An Avaya site engineer is responsible for all procedures in the Avaya environment. These procedures are recommendations and guidelines only!

In an AES environment, the AES administrator must prepare the AES-CTI link connections.

Step 3: Add a User

The user must be added to the system via the webpage.

This procedure must be performed together with an Avaya administrator. The AES administrator must first prepare the AES-CTI link connection.

At the end of this step, you are required to provide to NICE Professional Services:

  • User credentials.

To add a user:

  1. On the AE Services menu, navigate to User Management > User Admin and click Add User.

  2. In the Add User window, configure the mandatory fields:

    1. User Id

    2. Common Name

    3. Surname

    4. User Password

    5. Confirm Password

    6. Change the CT User setting to Yes.

  3. Click Apply to save the information.

  4. Save these user credentials in the Excel file. Once you have finished entering all the necessary details and prepared your environment, submit the Excel file to NICE Professional Services.

  5. Verify that the User created successfully message appears in the Add User Results window.

  6. Provide unrestricted monitoring for all devices to user:

    1. On the AE Services menu, expand Security > Security Database > CTI Users and click Search Users.

    2. In the Search Users window, search for the user created previously.

    3. Click Search. The new user appears.

    4. Click Edit.

    5. In the Edit CTI User window, in the User Profile area, select Unrestricted Access.

    6. Click Apply Changes.

    7. In the Apply Changes to CTI User Properties, click Apply.

Step 4: Verify the Tlink

In the CTI Connection TSAPI configuration, the Server Name parameter uses the Tlink value.

At the end of this step, you are required to provide to NICE Professional Services:

  • Tlink name

To verify the Tlink:

  1. In the AES webpage, select Security > Security Database > Tlinks.

    The list of Tlinks appears in the Tlink Name column. If your site uses more than one Tlink, make sure you choose the correct Tlink, according to the switch name.

    The Tlink consists of these segments:

    • AVAYA - Vendor

    • # - Separator

    • AVAYA10 - Switch / Connection Name (as defined in Communication Manager Interface> Switch Connections)

    • CSTA/CSTA-S - Non-Secure / Secure Portal

    • AES10 - AES Server Name

  2. Save the correct Tlink name in the Excel file. Once you have finished entering all the necessary details and prepared your environment, submit the Excel file to NICE Professional Services.

  3. If using the secured Tlink, verify that the TLS version is configured in the AES. Navigate to Networking > TCP/TLS Settings.

  4. By default, only Support TLSv1.2 Protocol is enabled. TLSv1.2 Protocol is supported as a sole security protocol.

  5. Since default certificates are no longer provided, the Avaya site engineer must generate the relevant certificate and upload it to the Avaya telephony system in CXone. Navigate to Security > Certificate Management > Server Certificates.

  6. In the Server Certificates window, in the Alias column, select the certificate and click Export.

  7. In the Server Certificate Export window, verify that No, do not export the private key is selected and click Export.

  8. Upload this exported certificate to the Avaya telephony system in Cxone.

Step 5: Create a Secure Connection Using VPN

This step must be performed only in coordination with NICE Professional Services.

At the end this step, by completing the form in the Essential Data for 3rd Party Connectivity Config in CXone Excel file, you will provide the necessary details to NICE Professional Services, who will aid you in establishing a secure VPN connection with CXone.

SIPREC environments only are required to complete additional information in the form, so that SBC can establish a connection between SIPREC and CXone.

  1. NICE Professional Services will provide you with the VPN connect form.

    1. Fill out the provided form with details of your side and the necessary information for CXone Multi-ACD.

    2. NICE Professional Services will coordinate with CXone teams to ensure all fields are appropriately filled out.

    3. Both parties must agree on the form and details.

  2. NICE Professional Services will schedule a collaborative call:

    1. To agree on the form and provided details with CXone Multi-ACD.
    2. With CXone teams for VPN provisioning.

  3. You will set up two VPNs: one for resiliency and one for failover.

  4. Configure routing by setting up BGP over VPN with CXone Multi-ACD firewalls or create static routes to the provided IP addresses.

  5. Configure NAT. NAT your endpoint behind a public IP, either advertised via BGP or using static routing.

  6. Configure firewall settings:

    1. Allow inbound traffic from the provided IP addresses (2) into the CTI Endpoint.

    2. Open the following ports:

      • For TSAPI and DMCC connectivity (Connectivity Pack and Avaya AES): TCP 450, TCP 1050-1081, TCP 4721-4723

      • For CTI Events (Connectivity Pack and Avaya POM): TCP 7999, TCP-UDP 15160

  7. NICE Professional Services will coordinate with CXone teams to:

    • Ensure the VPN form is correctly filled out.

    • Schedule a time with CXone teams for VPN provisioning and routing setup.

    • Test VPN tunnel, routing, and connectivity.

Prepare Avaya AES DMCC Environment

This section describes how to prepare the Avaya Device Media Call Control (DMCC) environment for CXone Multi-ACD.

The supported Avaya AES DMCC versions are 8.1.3 and 10.1.

Avaya site engineer is responsible for all procedures in the Avaya environment. The procedures described in this section are by recommendation only!

For comprehensive information about configuring the Avaya switch, see the Avaya documentation.

Workflow

Use this workflow to set up Avaya DMCC active recording with CXone Multi-ACD.

Before beginning this workflow, you must ensure that site components are installed.

Step 1: Configure Virtual Extensions to Capture Audio

Step 2: Configure SRTP

Step 3: Prepare information for NICE Professional Services

Before You Begin

Before integrating the Avaya DMCC environment with CXone Multi-ACD, gather the required information and enter it in the Essential Data for 3rd Party Connectivity Config in CXone Excel file you downloaded. Once you have finished entering all the necessary details and prepared your environment, submit the Excel file to NICE Professional Services.

Step 1: Configure Virtual Extensions to Capture Audio

Use these procedures to prepare the Avaya Communication Manager for a site using virtual extensions for audio capture.

Step 2: Configure SRTP

Use these procedures when your site requires SRTP configuration.

Step 3: Prepare information for NICE Professional Services

Prepare the Avaya POM Dialer Environment

Integrate Avaya POM dialer only after configuring Avaya TSAPI and Avaya DMCC.

This section describes how to configure the Avaya POM server to integrate with CXone Multi-ACD.

Avaya site engineer is responsible for all procedures in the Avaya environment. The procedures described in this section are by recommendation only!

Prepare the Alvaria Aspect Unified IP Dialer Environment

Integrate Alvaria Aspect Unified IP dialer only after configuring Avaya DMCC and Avaya TSAPI.

This document details the preparation of the Aspect Unified IP Dialer environment.

To receive CTI Events, you must verify the port number.

To verify the port number:

  1. Verify the IP address of the Aspect Unified IP portal.

  2. Connect to the Server Configurator.

  3. Navigate to Sites > Tenants > EPro > Servers.

  4. Right-click CenterCord and select Properties. The Server Properties window appears.

  5. In the Server Properties Window, select the CenterCord tab.

  6. The Call Logger lists the port, for example 15161. This is the port used to receive CTI events.