Avaya™ Interaction CenterAvaya™ Interaction Center 6.0.2 Installation and Configuration Guide...

Avaya™ Interaction Center6.0.2Installation and Configuration Guide

DXX-1000-03Comcode 700231020

Issue 1.1January 2003

© 2003 Avaya Inc.All Rights Reserved.

NoticeEvery effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change.

Preventing Toll Fraud�Toll fraud� is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.

Avaya Fraud InterventionIf you suspect that you are being victimized by toll fraud and you need technical support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at +1 800 643 2353.

Providing Telecommunications SecurityTelecommunications security (of voice, data, and/or video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of your company's telecommunications equipment) by some party.Your company's �telecommunications equipment� includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, �networked equipment�).An �outside party� is anyone who is not a corporate employee, agent, subcontractor, or working on your company's behalf. Whereas, a �malicious party� is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent.Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of:

� Utilization (of capabilities special to the accessed equipment)� Theft (such as, of intellectual property, financial assets, or

toll-facility access)� Eavesdropping (privacy invasions to humans)� Mischief (troubling, but apparently innocuous, tampering)� Harm (such as harmful tampering, data loss or alteration,

regardless of motive or intent)Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including but not limited to, human/data privacy, intellectual property, material assets, financial resources, labor costs, and/or legal costs).

Your Responsibility for Your Company's Telecommunications SecurityThe final responsibility for securing both this system and its networked equipment rests with you - an Avaya customer's system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources including but not limited to:

� Installation documents� System administration documents� Security documents� Hardware-/software-based security tools� Shared information between you and your peers� Telecommunications security experts

To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure your:

� Avaya-provided telecommunications systems and their inter-faces

� Avaya-provided software applications, as well as their under-lying hardware/software platforms and interfaces

� Any other equipment networked to your Avaya products.

Avaya National Customer Care CenterAvaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1-800-242-2121.

Ordering Information: Avaya Publications Center Voice: +1 800 457 1235 International Voice: +1 207 866 6701Fax: +1 800 457 1764 International Fax: +1 207 626 7269Email: [email protected]: GlobalWare Solutions

Attention: Avaya Account Manager200 Ward Hill Avenue Haverhill, MA 01835 USA

Order: Document No. DXX-1000-03, Comcode 700231020,Issue 1.1, January 2003

To order product documentation online, go to http://www.avayadocs.com, click on Online Services, and select the appropriate product group.

WarrantyAvaya Inc. provides a limited warranty on this product. Refer to the �Limited Use Software License Agreement� or other applicable documentation provided with your package to establish the terms of the limited warranty.

Avaya Web Pagehttp://www.avaya.com

TrademarksAvaya, Conversant, CustomerQ, Definity, DefinityOne, Nabnasset, Quintus, and WebQ are registered trademarks or trademarks of Avaya Inc. in the United States or other countries or both.Portions of Avaya Interaction Center include technology used under license as listed below, and are copyright of the respective companies and/or their licensors:ActivePerl is a trademark of ActiveState Tool Corp. This product includes software developed by the Apache Software Foundation (http://www.apache.org/). Cognos, Impromptu and Powerplay are registered trademarks of Cognos Incorporated. YACC++ is a registered trademark of Compiler Resources, Inc. APEX, ComponentOne, VideoSoft, True DBGrid, VSVIEW, SizerOne, VS-OCX, VSFlexGrid, VSFORUM, VSREPORTS, VSDOCX, VSSPELL, and TrueDBList are either registered trademarks or trademarks of ComponentOne LLC. CT Connect, Dialogic, Intel, and Pentium are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries. Hummingbird is a registered trademark of Hummingbird, Ltd. SearchServer is a trademark of Hummingbird, Ltd. RISC System/6000 and DirectTalk/2 are trademarks of International Business Machines Corporation in the United States or other countries or both. IBM, OS/2, AS/400, CICS, WebSphere, CT, VisualAge, and DirectTalk are registered trademarks of International Business Machines Corporation in the United States or other countries or both. Lotus and Lotus Sametime are trademarks or registered trademarks of Lotus Development Corporation and/or IBM Corporation in the United States, other countries, or both. VisualX is a registered trademark of Intergroup Technologies, Inc. ActiveX, Visio, Internet Explorer, Windows, Windows NT, Windows 2000, Win32s, SQL Server, Visual Basic, Visual C++, Outlook, and FrontPage are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. TimesTen is a registered trademark of TimesTen Performance Software. Oracle is a registered trademark, and Oracle8i and Oracle® SQL/Services are trademarks or registered trademarks of Oracle Corporation. Rogue Wave and .h++ are registered trademarks of Rogue Wave Software Inc. SourcePro is a trademark of Rogue Wave Software, Inc. Siebel is a trademark of Siebel Systems, Inc. BasicScript is a registered trademark of Summit Software Company. Sun, iPlanet, Java, Solaris JRE, J2EE, JavaServer Pages, and all Java-based trademarks are trademarks or registered trademarks of Sun Microsystems, Inc. in the United States, other countries, or both. SPARC is a registered trademark of SPARC International, Inc. Products bearing SPARC trademarks are based on an architecture developed by Sun Microsystems, Inc. In3D is a trademark of Visual Insights, Inc. InstallShield® is a registered trademark and service mark of InstallShield Software Corporation in the United States and/or other countries. ORBacus is a trademark of IONA Technologies PLC. Formula One is a licensed trademark and Tidestone Technologies, Inc. Visual Components, First Impression, and VisualSpeller are registered trademarks of Tidestone Technologies, Inc. JRun is a trademark of Macromedia, Inc. in the United States and/or other countries. Intervoice is a registered trademark of Intervoice-Brite, Inc. UNIX is a registered trademark of The Open Group in the United States and other countries. Acrobat is a registered trademark of Adobe Systems. Other product and brand names are trademarks of their respective owners.

AcknowledgmentThis document was written by the CRM Information Development group of Avaya

http://www.avayadocs.com

http://www.avaya.com

Issue 1.1 January 2003 3

Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Chapter 1: Planning an Avaya IC Installation . . . . . . . . . . . . . . . . . . . . . . 17Installing Operational Analyst with Avaya IC . . . . . . . . . . . . . . . . . . . . . . . 17

Synchronizing Database Properties . . . . . . . . . . . . . . . . . . . . . . . . . . 18Customizing your Avaya IC System . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Avaya IC Implementation Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Prerequisites for Installing Avaya IC . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Distributing Servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Determining Which Servers You Require . . . . . . . . . . . . . . . . . . . . . . . . 22Where Do You Install the Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Assigning Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Understanding Guidelines for Assigning Server Ports . . . . . . . . . . . . . . . . . . 25Working with Default Port Assignments. . . . . . . . . . . . . . . . . . . . . . . . . 26Additional Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Changing the Default ICM Service Ports . . . . . . . . . . . . . . . . . . . . . . . . 30

Changing the ICM Tunnel Port . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Changing the CIRS Servlet Port . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Changing Default Service Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Changing the Service Port for the WebACD Server. . . . . . . . . . . . . . . . . . 31Changing the Service Port for the ComHub Server . . . . . . . . . . . . . . . . . . 32Changing the Service Port for the Paging Server . . . . . . . . . . . . . . . . . . . 32Changing the Service Port for the Attribute Server . . . . . . . . . . . . . . . . . . 33

Chapter 2: Installing Avaya IC Components . . . . . . . . . . . . . . . . . . . . . . . 35Prerequisites for Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Installing Design & Administration Tools . . . . . . . . . . . . . . . . . . . . . . . . . 36Installing Avaya IC Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Starting the Primary Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Copying the Server Implementation and Interface Files . . . . . . . . . . . . . . . . . . 47Installing Secondary Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Creating a Secondary Server Environment . . . . . . . . . . . . . . . . . . . . . . . 49Changing the Domain of the Secondary ORB Server . . . . . . . . . . . . . . . . . . 52Creating a Secondary Directory Server . . . . . . . . . . . . . . . . . . . . . . . . . 52Creating a Secondary Data Connector Server . . . . . . . . . . . . . . . . . . . . . 54

Avaya� Interaction CenterRelease 6.0.2

Installation and Configuration Guide

Contents

Contents

4 Installation and Configuration Guide

Chapter 3: Configuring Core Servers and Databases. . . . . . . . . . . . . . . . . . 57Prerequisites for Configuring Servers . . . . . . . . . . . . . . . . . . . . . . . . . . 58Setting Up the Data Connector Server . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Cautions and Tips for Configuring the Data Connector Server . . . . . . . . . . . . . . 59Prerequisites for Configuring the Data Connector Server . . . . . . . . . . . . . . . . 59Configuring the Data Connector Server . . . . . . . . . . . . . . . . . . . . . . . . 60

Understanding Data Sources and Business Applications . . . . . . . . . . . . . . . . . 62Understanding Data Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Understanding Business Applications . . . . . . . . . . . . . . . . . . . . . . . . . 64

Creating Customer Interaction (CI) Repository . . . . . . . . . . . . . . . . . . . . . . 65Building the CI Repository Database . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Configuring the CI Repository Database Connection . . . . . . . . . . . . . . . . . 66Configuring the CI Repository Connection Set . . . . . . . . . . . . . . . . . . . . 69Creating the CI Repository Database . . . . . . . . . . . . . . . . . . . . . . . . 69

Generating the CI Repository Application. . . . . . . . . . . . . . . . . . . . . . . . 70Generating the Report Wizard Application . . . . . . . . . . . . . . . . . . . . . . . 71Updating the Directory Server with CI Repository . . . . . . . . . . . . . . . . . . . . 72

Creating the CCQ Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Modifying the Avaya Agent Layout . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Configuring Telephone Number Formats . . . . . . . . . . . . . . . . . . . . . . . . 74

Changing the Value of the CustomerLookupPhoneFormat Message. . . . . . . . . . 74Removing the Telephone Masks from the CallCenterQ Application . . . . . . . . . . 75Modifying the ScreenPop IC Script . . . . . . . . . . . . . . . . . . . . . . . . . 75

Building the CCQ Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Configuring the CCQ Database Connection . . . . . . . . . . . . . . . . . . . . . 76Configuring the CCQ Connection Set . . . . . . . . . . . . . . . . . . . . . . . . 78Creating the CCQ Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Generating the Interaction Center Application . . . . . . . . . . . . . . . . . . . . . 80Creating Business Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81Using Avaya IC Domains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Creating Domains. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83Establishing the Failover Order for Domains . . . . . . . . . . . . . . . . . . . . . . 84

Setting Up Administrative Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Using Administrative Accounts for Non-Human Users . . . . . . . . . . . . . . . . . . 85Using Administrative Accounts for Human Users . . . . . . . . . . . . . . . . . . . . 86Creating Administrative Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Using System and Sample Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . 88Configuring Core Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Updating the ADU Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Creating an ADU Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93Configuring Server Groups for ADU Servers in Non-User Domains . . . . . . . . . . 94Changing the Domain of the IC Manager Account . . . . . . . . . . . . . . . . . . 95Deleting the ADU Server in the Default Domain . . . . . . . . . . . . . . . . . . . 95

Updating the DUStore Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Creating an EDU Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Creating the Report Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Contents


Updating the Workflow Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Configuring the System Workflow Server . . . . . . . . . . . . . . . . . . . . . . 99Configuring Multiple Workflow Servers . . . . . . . . . . . . . . . . . . . . . . . . 100Completing the Workflow Server Configuration . . . . . . . . . . . . . . . . . . . . 101

Updating the Blender Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Creating the HTTP Connector Server . . . . . . . . . . . . . . . . . . . . . . . . . 102

Configuring the HTTP Connector Server for Thai Language Support . . . . . . . . . 105Starting and Stopping Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Determining Server Dependencies . . . . . . . . . . . . . . . . . . . . . . . . . . . 106Server Startup Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106Server Shutdown Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Starting and Stopping the ORB Server . . . . . . . . . . . . . . . . . . . . . . . . . 109Starting the ORB Server Automatically on Windows . . . . . . . . . . . . . . . . . 109Starting the ORB Server Automatically on Solaris . . . . . . . . . . . . . . . . . . 109

Starting and Stopping Servers with the Avaya IC Admin Utility . . . . . . . . . . . . . . 110Starting Servers with the Avaya IC Admin Utility . . . . . . . . . . . . . . . . . . . 110Stopping Servers with the Avaya IC Admin Utility . . . . . . . . . . . . . . . . . . . 110Accessing Help in the Avaya IC Admin Utility. . . . . . . . . . . . . . . . . . . . . 110

Starting and Stopping Servers in IC Manager . . . . . . . . . . . . . . . . . . . . . . 111Stopping All Servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Chapter 4: Configuring Avaya IC Licensing . . . . . . . . . . . . . . . . . . . . . . . 113Prerequisites for Configuring Avaya IC Licenses . . . . . . . . . . . . . . . . . . . . . 113Configuring the Web License Manager . . . . . . . . . . . . . . . . . . . . . . . . . 115Installing the License File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117Configuring Multi-Site Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Configuring Peer Servers for Multi-site Licenses . . . . . . . . . . . . . . . . . . . . 119Creating the License Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120Changing the Administrator Password . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Chapter 5: Configuring the Voice Channel. . . . . . . . . . . . . . . . . . . . . . . . 123Prerequisites for Configuring the Voice Channel . . . . . . . . . . . . . . . . . . . . . 124Configuring the ACD Name Parameter . . . . . . . . . . . . . . . . . . . . . . . . . 125Creating a Voice Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125Specifying the Switch for the Telephony Server. . . . . . . . . . . . . . . . . . . . . . 127Creating the Telephony Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Configuring the Telephony Server for Avaya DEFINITY or MultiVantage software . . . . . 129Configuring the Telephony Server for Aspect . . . . . . . . . . . . . . . . . . . . . . 130Configuring the Telephony Server For Meridian Link . . . . . . . . . . . . . . . . . . 132Configuring the Telephony Server For Symposium . . . . . . . . . . . . . . . . . . . 133

Configuring the Thread Pool for the Telephony Server . . . . . . . . . . . . . . . . . . 134Creating the Telephony Queue Statistics Server . . . . . . . . . . . . . . . . . . . . . 135Starting the Telephony Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136Configuring the Workflow Server for Telephony. . . . . . . . . . . . . . . . . . . . . . 137

Contents


Building and Loading Workflows for Telephony . . . . . . . . . . . . . . . . . . . . . . 138Configuring the Transfer Call Block . . . . . . . . . . . . . . . . . . . . . . . . . . 138Configuring the Database Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . 139Building the Flowset. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140Loading Workflows in the Workflow Server . . . . . . . . . . . . . . . . . . . . . . . 140

Configuring Routing Hints for the Incoming Call Workflow . . . . . . . . . . . . . . . . 141Using Multi-Site Heterogeneous Switches . . . . . . . . . . . . . . . . . . . . . . . . 141Configuring Avaya Outbound Contact Management . . . . . . . . . . . . . . . . . . . 142

Prerequisites for Outbound Contact . . . . . . . . . . . . . . . . . . . . . . . . . . 142Configuring the Dialer Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Configuring the Dialer Database Connection . . . . . . . . . . . . . . . . . . . . . 143Configuring the Dialer Connection Set . . . . . . . . . . . . . . . . . . . . . . . . 145Creating the Dialer Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146Generating the Dialer Application and Data Source. . . . . . . . . . . . . . . . . . 146

Configuring Servers for Outbound Contact . . . . . . . . . . . . . . . . . . . . . . . 147Modifying the Server Configuration File . . . . . . . . . . . . . . . . . . . . . . . 147Creating Outbound Contact Server Directories . . . . . . . . . . . . . . . . . . . . 148Creating an Administrative User for Outbound Contact . . . . . . . . . . . . . . . . 148Creating the SoftDialer Server . . . . . . . . . . . . . . . . . . . . . . . . . . . 150Creating the Predictive Dialing Kernel Server . . . . . . . . . . . . . . . . . . . . 151Configuring Multiple Predictive DialingKernel Servers . . . . . . . . . . . . . . . . 153Updating the Runtime Settings for Outbound Contact . . . . . . . . . . . . . . . . 153

Configuring Disconnects for Answering Machine and Nuisance Calls . . . . . . . . . . 155Configuring Outbound Contact Reports . . . . . . . . . . . . . . . . . . . . . . . . 156Configuring Web Scheduled Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Prerequisites for Configuring Web Scheduled Calls . . . . . . . . . . . . . . . . . 157Configuring the Scheduled Call Method . . . . . . . . . . . . . . . . . . . . . . . 158

Configuring Connections to an IVR (Optional) . . . . . . . . . . . . . . . . . . . . . . 160Creating a Workflow Server for an IVR . . . . . . . . . . . . . . . . . . . . . . . . . 160Creating the VOX Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Chapter 6: Configuring the Web Channel . . . . . . . . . . . . . . . . . . . . . . . . 165Prerequisites for Configuring the Web Channel . . . . . . . . . . . . . . . . . . . . . 166Configuring Interaction Engine Servers . . . . . . . . . . . . . . . . . . . . . . . . . 167

Creating the WebACD Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168Creating the Attribute Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170Creating the ComHub Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172Creating the Paging Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173Starting the Interaction Engine Servers . . . . . . . . . . . . . . . . . . . . . . . . . 174Setting Startup Options for the Interaction Engine Servers. . . . . . . . . . . . . . . . 175

Setting Startup Options for Servers in IC Manager . . . . . . . . . . . . . . . . . . 175Setting Startup Options for Services on Windows . . . . . . . . . . . . . . . . . . 175Setting Startup Options for Services on Solaris. . . . . . . . . . . . . . . . . . . . 176

Configuring the Secondary Server Environment . . . . . . . . . . . . . . . . . . . . . 177Configuring Web Management Services . . . . . . . . . . . . . . . . . . . . . . . . . 179

Contents


Configuring the Workflow Server for Web Management. . . . . . . . . . . . . . . . . . 185Configuring the Synchronous Startup Flows . . . . . . . . . . . . . . . . . . . . . . 185Creating the Web Channel for the Workflow Server . . . . . . . . . . . . . . . . . . . 186Restarting the Workflow Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Using Workflows for Web Management . . . . . . . . . . . . . . . . . . . . . . . . . 187Configuring Routing Hints for the Qualify Chat Workflow . . . . . . . . . . . . . . . . . 188

Adding Routing Hints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188Associating Routing Hints with Web Self-Service Documents . . . . . . . . . . . . . . 190

Integrating Web Management Administration . . . . . . . . . . . . . . . . . . . . . . 191Configuring the ICM Bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192Configuring the ICM Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192Configuring the Central Internet Routing Service . . . . . . . . . . . . . . . . . . . . . 196Configuring the Website . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198Refreshing the Directory Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201Configuring SearchServer Full Text Searches . . . . . . . . . . . . . . . . . . . . . . 201

Configuring SearchServer Full Text Searches on Windows . . . . . . . . . . . . . . . 201Setting up SearchServer Full Text Searches on Windows . . . . . . . . . . . . . . . 202Updating the SearchServer Index on Windows . . . . . . . . . . . . . . . . . . . . 202

Configuring SearchServer Full Text Searches on Solaris . . . . . . . . . . . . . . . . 203Setting up SearchServer Full Text Searches on Solaris . . . . . . . . . . . . . . . . 203Updating the SearchServer Index on Solaris . . . . . . . . . . . . . . . . . . . . . 204

Configuring SSL Security for Web Servers (Optional). . . . . . . . . . . . . . . . . . . 204Prerequisites for Configuring SSL . . . . . . . . . . . . . . . . . . . . . . . . . . . 205Modifying the Website Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 205Configuring the WebACD Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206Editing the Configuration File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206Modifying the SSL Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206Configuring SSL for Specific Tenants . . . . . . . . . . . . . . . . . . . . . . . . . . 207

Setting Up a Separate Administration Website (Optional) . . . . . . . . . . . . . . . . . 208Configuring the Secondary Server Environment. . . . . . . . . . . . . . . . . . . . . 208Configuring the JRun Administration Website Server . . . . . . . . . . . . . . . . . . 210Configuring the Administration Website. . . . . . . . . . . . . . . . . . . . . . . . . 210Configuring the WebACD Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211Integrating the Administration Website . . . . . . . . . . . . . . . . . . . . . . . . . 212

Setting Up a Separate Customer Website (Optional) . . . . . . . . . . . . . . . . . . . 213Configuring the Secondary Server Environment. . . . . . . . . . . . . . . . . . . . . 213Configuring the JRun Customer Website Server . . . . . . . . . . . . . . . . . . . . 215Configuring the Customer Website . . . . . . . . . . . . . . . . . . . . . . . . . . . 215Configuring the WebACD Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216

Chapter 7: Configuring the Email Channel. . . . . . . . . . . . . . . . . . . . . . . . 217Prerequisites for Configuring the Email Channel . . . . . . . . . . . . . . . . . . . . . 218Configuring Interaction Engine Servers . . . . . . . . . . . . . . . . . . . . . . . . . 219

Creating the ICEmail Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220Creating the Notification Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223Starting the Interaction Engine Servers . . . . . . . . . . . . . . . . . . . . . . . . . 225

Contents


Configuring Email Template Administration . . . . . . . . . . . . . . . . . . . . . . . 226Configuring the Workflow Server for Email Management . . . . . . . . . . . . . . . . . 227

Configuring the Synchronous Startup Flows . . . . . . . . . . . . . . . . . . . . . . 227Configuring the Email Channel for the Workflow Server . . . . . . . . . . . . . . . . . 227Restarting the Workflow Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229

Using Workflows for Email Management. . . . . . . . . . . . . . . . . . . . . . . . . 230Configuring Outbound Email Analysis Flows . . . . . . . . . . . . . . . . . . . . . . 231

Configuring Routing Hints for Email Workflows . . . . . . . . . . . . . . . . . . . . . . 232Configuring the WebACD Server for Email Management . . . . . . . . . . . . . . . . . 233Integrating Email Template Administration . . . . . . . . . . . . . . . . . . . . . . . . 234Configuring Email Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235Creating an Email Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237Setting Up an Approval Process (Optional) . . . . . . . . . . . . . . . . . . . . . . . 238

Creating an Approval Workgroup . . . . . . . . . . . . . . . . . . . . . . . . . . . 238Creating an Approval Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239Creating Agents for the Queue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240Updating Email Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240

Setting Up Email Auto Response Loop Avoidance (Optional) . . . . . . . . . . . . . . . 241

Chapter 8: Configuring Voice Chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243Prerequisites for Voice Chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243Configuring the Workflow Server for Voice Chat . . . . . . . . . . . . . . . . . . . . . 244

Adding the Semaphore for the Voice Chat Workflow . . . . . . . . . . . . . . . . . . 244Creating the Voice Chat Channel for the Workflow Server . . . . . . . . . . . . . . . . 245Restarting the Workflow Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

Building and Loading Workflows for Voice Chat . . . . . . . . . . . . . . . . . . . . . 246Configuring the Transfer Call Block . . . . . . . . . . . . . . . . . . . . . . . . . . 247Building the Incoming Voice Chat Flow . . . . . . . . . . . . . . . . . . . . . . . . . 248Building the Voice Chat Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248

Configuring the Telephony Server for Voice Chat . . . . . . . . . . . . . . . . . . . . . 249Running the VMM Setup Script for Solaris . . . . . . . . . . . . . . . . . . . . . . . . 249Configuring the Voice Chat Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . 250Configuring the Voice Media Manager Server . . . . . . . . . . . . . . . . . . . . . . 251Configuring the Voice Chat Workflow Table . . . . . . . . . . . . . . . . . . . . . . . 253Setting Startup Options for the Voice Media Manager. . . . . . . . . . . . . . . . . . . 254

Setting Startup Options for the VMM on Windows . . . . . . . . . . . . . . . . . . . . 254Setting Startup Options for the VMM on Solaris . . . . . . . . . . . . . . . . . . . . . 254

Chapter 9: Configuring Agent Applications . . . . . . . . . . . . . . . . . . . . . . . 255Required Administrator Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255Creating Installation Files for Agent Applications . . . . . . . . . . . . . . . . . . . . . 256

Required Information for the Agent Site Preparation Wizard . . . . . . . . . . . . . . . 256Running the Agent Site Preparation Wizard . . . . . . . . . . . . . . . . . . . . . . 259Copying the Server Implementation File . . . . . . . . . . . . . . . . . . . . . . . . 264

Contents


Mapping a Virtual Directory to a Web Server Installation Directory . . . . . . . . . . . . 264Mapping a Virtual Directory to an Agent Installer Directory on Windows . . . . . . . . 264Mapping a Virtual Directory to an Agent Installer Directory on Solaris . . . . . . . . . 265

Preparing for Installation by Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . 267Testing the Agent Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267

Testing the Agent Installation from a Network Drive. . . . . . . . . . . . . . . . . . 268Testing the Agent Installation from a Web Server . . . . . . . . . . . . . . . . . . . 270

Creating Installation Instructions for Agents . . . . . . . . . . . . . . . . . . . . . . . 271Setting Up Automatic Updates for Agent Applications. . . . . . . . . . . . . . . . . . . 272

Updating the version.html File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274Temporarily Disabling Automatic Updates . . . . . . . . . . . . . . . . . . . . . . . 275

Creating Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275Creating Test Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276

Creating Test Agent Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276Configuring the Media Channels for Test Agents . . . . . . . . . . . . . . . . . . . . 279Setting Properties for Test Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . 281

Setting Global Properties for All Agents . . . . . . . . . . . . . . . . . . . . . . . 282Setting Properties for Individual Agents . . . . . . . . . . . . . . . . . . . . . . . 283

Configuring Agents for Outbound Contact . . . . . . . . . . . . . . . . . . . . . . . . 283Defining Outbound Agent Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284Creating Properties for Web Scheduled Calls . . . . . . . . . . . . . . . . . . . . . . 284Adding Outbound Contact Properties for Agents . . . . . . . . . . . . . . . . . . . . 286

Configuring the Unified Agent Directory . . . . . . . . . . . . . . . . . . . . . . . . . 286Configuring the Workflow Server for the Unified Agent Directory . . . . . . . . . . . . . 287Configuring Agents for the Unified Agent Directory . . . . . . . . . . . . . . . . . . . 288

Configuring All Agents for the Unified Agent Directory . . . . . . . . . . . . . . . . 288Configuring an Agent for the Unified Agent Directory . . . . . . . . . . . . . . . . . 289

Chapter 10: Installing Optional Components . . . . . . . . . . . . . . . . . . . . . . 291Configuring Avaya Content Analyzer . . . . . . . . . . . . . . . . . . . . . . . . . . 291

Creating the Administrative Content Analyzer Server . . . . . . . . . . . . . . . . . . 292Creating the Operations Content Analyzer Server . . . . . . . . . . . . . . . . . . . . 293Adding a Knowledge Base. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294

Configuring WebQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295Configuring QKnowledge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296

Prerequisites for QKnowledge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297Configuring QKnowledge for Solaris Servers . . . . . . . . . . . . . . . . . . . . . . 298Configuring the QKnowledge JRun Application . . . . . . . . . . . . . . . . . . . . . 299Configuring QKnowledge for Solution Search . . . . . . . . . . . . . . . . . . . . . . 300Configuring QKnowledge for IndexQ . . . . . . . . . . . . . . . . . . . . . . . . . . 301

Configuring Letter Generator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301Prerequisites for Letter Generator . . . . . . . . . . . . . . . . . . . . . . . . . . . 302Configuring the Letter Generator JRun Application . . . . . . . . . . . . . . . . . . . 303Updating the pdfsvcport Property for Solaris . . . . . . . . . . . . . . . . . . . . . . 305Editing Letter Generator Properties in IC Manager . . . . . . . . . . . . . . . . . . . 305

Contents


Configuring the Workflow Server for Letter Generator . . . . . . . . . . . . . . . . . . 306Creating a Workflow Server for Letter Generator . . . . . . . . . . . . . . . . . . . 306Using Workflows for Letter Generator . . . . . . . . . . . . . . . . . . . . . . . . 307

Configuring Letter Generator for Japanese . . . . . . . . . . . . . . . . . . . . . . . 307Installing Japanese Fonts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307Modifying the Letter Generator Configuration Files . . . . . . . . . . . . . . . . . . 308Using Japanese Fonts in Letter Generator . . . . . . . . . . . . . . . . . . . . . . 309

Installing and Configuring a Second ICM Server . . . . . . . . . . . . . . . . . . . . . 309Configuring a Second ICM Server with a CIRS Server . . . . . . . . . . . . . . . . . 309

Configuring the Primary ICM server . . . . . . . . . . . . . . . . . . . . . . . . . 310Configuring the Second ICM Server . . . . . . . . . . . . . . . . . . . . . . . . . 310Configuring the CIRS Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311Configuring the CIRS Servlet for Website . . . . . . . . . . . . . . . . . . . . . . 312

Configuring an Independent Second ICM Server . . . . . . . . . . . . . . . . . . . . 312Configuring a Second ICM Server . . . . . . . . . . . . . . . . . . . . . . . . . . 313Disabling the CIRS Servlet for Website . . . . . . . . . . . . . . . . . . . . . . . 313

Adding ICM Servers to the ICM Bridge . . . . . . . . . . . . . . . . . . . . . . . . . 314Installing the Interaction Engine Servers SDK . . . . . . . . . . . . . . . . . . . . . . 314

Appendix A: Example: Installing a Multi-Machine Avaya IC System. . . . . . . . . . 317Prerequisites for Installing Avaya IC . . . . . . . . . . . . . . . . . . . . . . . . . . . 318Planning the Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319Installing the Design & Administration Tools . . . . . . . . . . . . . . . . . . . . . . . 319Installing the Core Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319Configuring the Data Connector Server . . . . . . . . . . . . . . . . . . . . . . . . . 320Creating the Databases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321Configuring Domains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 322Configuring Servers on the ICVoice1 Machine . . . . . . . . . . . . . . . . . . . . . . 325

ICVoice1: Configuring the Primary and Core Servers . . . . . . . . . . . . . . . . . . 325ICVoice1: Configuring Avaya IC Licensing . . . . . . . . . . . . . . . . . . . . . . . 326ICVoice1: Configuring Telephony . . . . . . . . . . . . . . . . . . . . . . . . . . . 327ICVoice1: Configuring Outbound Contact . . . . . . . . . . . . . . . . . . . . . . . . 328

Configuring Servers on the ICVoice2 Machine . . . . . . . . . . . . . . . . . . . . . . 329ICVoice2: Creating the Secondary Server Environment . . . . . . . . . . . . . . . . . 329ICVoice2: Configuring the Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . 330ICVoice2: Configuring Avaya IC Licensing . . . . . . . . . . . . . . . . . . . . . . . 331ICVoice2: Configuring Telephony . . . . . . . . . . . . . . . . . . . . . . . . . . . 331

Configuring Servers on the ICWeb Machine . . . . . . . . . . . . . . . . . . . . . . . 332ICWeb: Creating the Secondary Server Environment . . . . . . . . . . . . . . . . . . 333ICWeb: Configuring Web Management . . . . . . . . . . . . . . . . . . . . . . . . . 333

Configuring the Website on the ICWebsite Machine . . . . . . . . . . . . . . . . . . . 334ICWebsite: Creating the Secondary Server Environment . . . . . . . . . . . . . . . . 335ICWebsite: Configuring the Website . . . . . . . . . . . . . . . . . . . . . . . . . . 335ICWebsite: Configuring the Attribute Server . . . . . . . . . . . . . . . . . . . . . . 336

Completing the Web Management Configuration . . . . . . . . . . . . . . . . . . . . . 336

Contents


Configuring Servers on the ICEmail Machine. . . . . . . . . . . . . . . . . . . . . . . 337ICEmail: Creating the Secondary Server Environment. . . . . . . . . . . . . . . . . . 338ICEmail: Configuring Email Management . . . . . . . . . . . . . . . . . . . . . . . . 338ICEmail: Configuring Content Analyzer . . . . . . . . . . . . . . . . . . . . . . . . . 340

Installing Agent Desktop Applications . . . . . . . . . . . . . . . . . . . . . . . . . . 340Creating and Configuring Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341Installing and Configuring Operational Analyst . . . . . . . . . . . . . . . . . . . . . . 341

Appendix B: Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343General Troubleshooting Problems and Solutions . . . . . . . . . . . . . . . . . . . . 344Troubleshooting the Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . . 346Troubleshooting the Data Connector Server . . . . . . . . . . . . . . . . . . . . . . . 347Troubleshooting the ICM Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348

ICM Server Configuration Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352ICM Server Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352

Troubleshooting Web Management . . . . . . . . . . . . . . . . . . . . . . . . . . . 353Web Management Configuration Files . . . . . . . . . . . . . . . . . . . . . . . . . 360Web Management Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 360

Troubleshooting Datawake . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 362Troubleshooting Outbound Contact Management . . . . . . . . . . . . . . . . . . . . 363

Adding Outbound Contact Supervisor to IC Manager . . . . . . . . . . . . . . . . . . 363Adding Outbound Contact Monitor to IC Manager . . . . . . . . . . . . . . . . . . . . 363

Troubleshooting Letter Generator . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364Troubleshooting Agent Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 365Troubleshooting the Secondary ORB Configuration . . . . . . . . . . . . . . . . . . . 366Troubleshooting Windows Configuration . . . . . . . . . . . . . . . . . . . . . . . . . 366Uninstalling Avaya IC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367

Uninstalling Avaya IC Components on Windows . . . . . . . . . . . . . . . . . . . . 367Uninstalling Avaya IC Servers on Solaris . . . . . . . . . . . . . . . . . . . . . . . . 368Uninstalling Web Server Components . . . . . . . . . . . . . . . . . . . . . . . . . 369Uninstalling Related Third-Party Components. . . . . . . . . . . . . . . . . . . . . . 369

Appendix C: Configuring a Localized Version . . . . . . . . . . . . . . . . . . . . . . 371Specifying the NLS Lang Property � Oracle Only . . . . . . . . . . . . . . . . . . . . . 371Enabling Database Designer for Localization. . . . . . . . . . . . . . . . . . . . . . . 372Configuring Avaya Agent for a non-English Language . . . . . . . . . . . . . . . . . . 374Configuring Avaya Agent for Multiple Languages . . . . . . . . . . . . . . . . . . . . . 376Importing Localized Seed Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376Configuring the Website for Supported Languages . . . . . . . . . . . . . . . . . . . . 377Setting Language Properties for Agents . . . . . . . . . . . . . . . . . . . . . . . . . 378Customizing a Localized Business Application . . . . . . . . . . . . . . . . . . . . . . 379

Localizing the Money Field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 380Translating String Table Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . 380

Deleting String Table Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . 381

Contents


Translating Forms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381Form Titles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382Group Labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382Object Labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383Form Layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383

Translating Search Browsers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384Translating In-Form Browsers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384

In-Form Browser Column Labels . . . . . . . . . . . . . . . . . . . . . . . . . . 385In-Form Browser Summary Column Labels . . . . . . . . . . . . . . . . . . . . . 385In-Form Browser Summary Row Labels . . . . . . . . . . . . . . . . . . . . . . . 385

Translating Enumeration Field Labels . . . . . . . . . . . . . . . . . . . . . . . . . 386

Appendix D: Sample Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 387Sample Contact Routing Flows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 388Sample Email Analysis Flows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389Sample Blender Flows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390Sample Customer Management Flows for Web . . . . . . . . . . . . . . . . . . . . . 390Sample Document Generation Flows . . . . . . . . . . . . . . . . . . . . . . . . . . 391Sample Prompter Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394Sample Siebel Flows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 395


Before You Begin

Typographical ConventionsThis guide uses the following font conventions:

Notes, Tips, and CautionsNote:

Note: A note calls attention to important information.

! Important:! Important:Important: An important note calls attention to a situation that has the potential to cause

serious inconvenience or other similar repercussions.

Tip:Tip: A tip offers additional how-to advice.

! CAUTION:CAUTION: A caution points out actions that may lead to data loss or other serious

problems.

Font Type Meaning

command This font signifies commands, information that you enter into the computer, or information contained in a file on your computer.

commandvariable This font indicates variables in a command string.

italics This font is used to add emphasis to important words and for references to other chapter names and manual titles.

link Blue underlined text in online documents indicates a hypertext jump to related information. To view the related material, click the blue underlined text.

Before You Begin


Contacting Technical SupportIf you are having trouble using Avaya software, you should:

1. Retry the action. Carefully follow the instructions in written or online documentation.

2. Check the documentation that came with your hardware for maintenance or hardware-related issues.

3. Note the sequence of events that led to the problem and the exact messages displayed. Have the Avaya documentation available.

4. If you continue to have a problem, contact Avaya Technical Support by:

● Logging in to the Avaya Technical Support Web site http://www.avaya.com/support/qq

● Calling or faxing one of the following numbers from 8:30 a.m. to 8:30 p.m. (Eastern Standard Time), Monday through Friday (excluding holidays):

� Toll free in the U.S. and Canada: 1-888-TECH-SPT (1-888-832-4778)

� Direct line for international and domestic calls: 1-512-425-2201

� Direct line for faxes: 1-512-997-4330

● Sending email with your question or problem to [email protected]. You may be asked to email one or more files to Technical Support for analysis of your application and its environment.

Note:Note: If you have difficulty reaching Avaya Technical Support through the above

URL or email address, please go to http://www.avaya.com for further information.

Product DocumentationMost Avaya product documentation is available in both printed and online form. However, some reference material is available only online, and certain information is available only in printed form. A PDF document with detailed information about all of the documentation for the Avaya Interaction Center is included in the Doc directory on the product CD-ROM. This PDF document is also included on the separate documentation CD-ROM.

Readme FileThe Readme file is an HTML file included on the Avaya Interaction Center software CD-ROM. This file contains important information that was collected too late for inclusion in the printed documentation. The Readme file can include installation instructions, system

http://www.avaya.com/support/qq

http://www.avaya.com

mailto:[email protected]


requirements, information on new product features and enhancements, suggested work-arounds to known problems, and other information critical to successfully installing and using your Avaya software. You may also receive a printed Addendum to the Readme, containing similar information uncovered after the manufacture of the product CD-ROM. You should review the Readme file and the Readme Addendum before you install your new Avaya software.

Electronic DocumentationThe electronic documentation (in PDF or HTML format) for each Avaya Interaction Center product is installed automatically with the program. Electronic documentation for the entire Avaya product suite is included on the product CD-ROM and the documentation CD-ROM.

You can also view the documentation set online at http://www.avayadocs.com.

Printed DocumentationYou can purchase printed copies of these manuals separately. For details, see Ordering Information: Avaya Publications Center on the back of this manual�s title page.

License to Print the Electronic DocumentationOnline copies of documentation are included on the CD-ROM that accompanies every software release. An Avaya customer who has licensed software (a �Licensee�) is entitled to make this online documentation available on an internal network or �intranet� solely for the Licensee's use for internal business purposes. Licensees are granted the right to print the documentation corresponding to the software they have purchased solely for such purposes.

Right-To-Print License Terms

Documents must be printed �as-is� from the provided online versions. Making changes to documents is not permitted. Documents may be printed only by any employee or contractor of Licensee that has been given access to the online documentation versions solely for Licensee's internal business purposes and subject to all applicable license agreements with Avaya. Both online and printed versions of the documents may not be distributed outside of Licensee enterprise or used as part of commercial time-sharing, rental, outsourcing, or service bureau use, or to train persons other than Licensee's employees and contractors for Licensee's internal business purposes, unless previously agreed to in writing by Avaya. If Licensee reproduces copies of printed documents for Licensee's internal business purposes, then these copies should be marked �For internal use only within <Licensee> only.� on the first page or cover (where <Licensee> is the name of Licensee). Licensee must fully and faithfully reproduce any proprietary notices contained in the documentation. The copyrights to all documentation provided by Avaya are owned

http://www.avayadocs.com

Before You Begin


by Avaya and its licensors. By printing any copy of online documentation Licensee indicates its acceptance of these terms and conditions. This license only governs terms and conditions of printing online documentation. Please reference the appropriate license agreement for terms and conditions applicable to any other use, reproduction, modification, distribution or display of Avaya software and documentation.

Educational ServicesAvaya University provides excellent training courses on a variety of topics. For the latest course descriptions, schedules, and online registration, you can get in touch with us:

● Through the web at http://www.avaya-learning.com/logon_form.asp

● Over the telephone at 800-288-5327 (within the U.S.) +001 303-406-6089 (outside of the U.S.)

● Through email at [email protected]

http://www.avaya-learning.com/logon_form.asp

mailto:[email protected]


Chapter 1: Planning an Avaya IC Installation

Avaya� Interaction Center (Avaya IC) delivers a tightly integrated multi-media contact center solution that can combine the following agent-facing components:

● Avaya Agent

● Web Management

● Email Management

● Computer Telephony for IC

● Outbound Contact Management

● Avaya Business Applications

● Avaya Content Analyzer

Installing Operational Analyst with Avaya ICAvaya� Operational Analyst (Operational Analyst) is a separate application that you install from the Operational Analyst CD-ROM. Operational Analyst reports on the data that Avaya IC stores in your CI Repository database. Both Avaya IC and Operational Analyst require access to this database.

You must consider the requirements of Operational Analyst when you plan, install, and configure your Avaya IC system.

To ensure that your CI Repository database is properly configured, install and configure the components of Avaya IC and Operational Analyst in the following order:

1. Install and configure all prerequisites, including the installation of your database software and the creation of your database instance:

a. For Avaya IC, see IC Installation Prerequisites Guide.

b. For Operational Analyst, see Operational Analyst Installation and Maintenance.

2. Install and configure Avaya IC, as described in this manual, the Readme file on the Avaya Interaction Center CD-ROM, and the Readme Addendum on the CRM Technical Support Website.

Planning an Avaya IC Installation


3. Install and configure Operational Analyst, as described in Operational Analyst Installation and Maintenance.

4. Install and configure the Operational Analyst Event Collector (EC) server on the same machine as the ADU server.

Synchronizing Database PropertiesAvaya IC and Operational Analyst must use the same values for the database properties in the following table:

Customizing your Avaya IC SystemYou can use the information and procedures in this guide to install and configure an out-of-the-box Avaya IC system with little or no customization. If your Avaya IC system includes customization requirements, use this guide to install a development system. You can use the development system to test and, if desired, customize your Avaya IC system.

For more information on how to customize Avaya IC components, see the other books in the Avaya IC documentation set, including the documentation listed in the following table.

Property Oracle SQL Server

Database Administration Login

sys sa

Database Administration Password

sys password sa password

CI Repository database name (set in Configuring the CI Repository Database Connection on page 66)

Database instance name that you enter in Database Designer. For example, repository.

Database name that you enter in Database Designer. For example, repository.

Avaya IC Component Documents

Avaya Agent ● Avaya Agent Integrator�s Guide● IC Administration Volume 2: Agents, Customers,

& Queues● Agent Control API Reference

Avaya IC Implementation Roles


Avaya IC Implementation RolesImplementation of an Avaya IC system requires knowledgeable resources. The number of resources and their knowledge depends on your environment and the complexity of the installation. The complexity of your Avaya IC installation depends on many factors, such as:

● How many media channels are in your Avaya IC system

● Which third-party systems you need to integrate with your Avaya IC system

● What business processes you want to implement in your Avaya IC system

Avaya Business Applications ● Database Designer Application Reference● IC Scripts Language Reference● IC Scripts VBA Scripting Reference● WebQ Reference

Avaya IC databases and data models

● Database Designer Application Reference● Data Model Reference for CallCenterQ● CallCenterQ Data Model Diagram● Data Model Reference for CustomerQ● Data Model Reference for HRQ● HRQ Data Model Diagram

Servers ● IC Administration Volume 1: Servers & Domains● Agent Data Unit Server Programmer�s Guide● Electronic Data Unit Server Programmer�s Guide● Telephony Connectors Programmer�s Guide● Core Services Programmer�s Guide● IC Client and Server Programmer�s Design Guide● Vox Server Programmer�s Guide

Telephony ● IC Administration Volume 1: Servers & Domains● Telephony Connectors Programmer�s Guide● Vox Server Programmer�s Guide● External Function Library for Avaya IVR

Programmer�s Guide● Telephony Services for Aspect CallCenter● Migration Guide

Workflows ● Avaya Workflow Designer Guide● IC Scripts Language Reference● IC Scripts VBA Scripting Reference

Avaya IC Component Documents



The following table lists the different roles that Avaya IC projects may require. Members of your implementation team can perform more than one role. This table does not include the roles that Operational Analyst may require.

Role Responsibility

Project Manager Coordinates developer tasks, manages project plan, and provides status to management and project sponsors.

Architect Designs the physical and logical system architecture. Provides designs for complex integrations and logic. Assists other developers with designs and issues. Designs the physical and logical server architecture.

Network Administrator Establishes user network accounts. Monitors network using network operating system tools or network hardware tools to ensure adequate performance and diagnose network related issues.

Application and Workflow Designer

Determines requirements for application and workflow customizations. Works with the Project Manager to determine estimates for requirement implementation.

Database Administrator Works with the database operating system tools. Installs database server and required client components. Establishes required database accounts. Tunes the database for optimal performance. Ensures security and database integrity. Ensures standards for data normalization and data attributes. Can diagnose database connectivity and performance issues.

Data Modeler Works with Database Designer to modify database tables and data definitions to meet customer requirements. Assists interface designers by adding table fields, table sets, browsers, and table relations to enable customer required functionality.

Interface Designer For Avaya Business Applications, works with Database Designer to modify form layout designs that uses fields in the data model as well as custom attributes. For Avaya Agent, works with XML to modify the layout of the interface.

Business Logic Developer Uses scripting language to ensure that business logic and IC Scripts perform to requirements. Business logic includes checking and verifying program flow, logic, and data entered by users.

Media Routing Workflow Developer

Uses Workflow Designer to modify or create routing workflows for media contacts, including phone contacts, web contacts, email contacts, and voice chat contacts. Tests flows with the Workflow servers to make sure they perform correctly and meet performance needs.

Avaya IC Implementation Roles


Prompter Workflow Developer

Uses Workflow Designer to modify or create prompting flows as required by your contact center�s needs. Prompter flows can assist agents with typical tasks and provide the scripts for agents to following during contacts with customers.

Integration Test Analyst Designs and runs tests that exercise the developed system and verifies that the configuration and customization do not cause the Avaya IC system to fail. May use tools such as WinRunner to automate testing processes.

System Test Analyst Designs and runs tests that exercise the developed system in accordance with your contact center�s business processes. May use tools such as WinRunner to automate testing processes.

Server and Workstation Software Specialist

Installs software on servers and client machines. Configures the software to operate to failover and redundancy specifications. Creates installation procedures or workstation images to enable rapid deployment of agent workstations.

Project Librarian Establishes source code management system and implements rules for check out and check in of source code. Merges changes from multiple developers, if required. Creates software builds for integration and system test and production environments.

Data Migration Specialist Analyzes existing data in legacy systems and creates programs or manual procedures to populate data fields in the new system.

Telephony Specialist Uses Telephony tools to establish agent accounts. Creates or modifies telephony vectors or similar components to enable communication with the Avaya IC Telephony server. Configures the Avaya IC Telephony server for optimal performance.

Email Specialist Uses email server tools to establish mail boxes and accounts required for the Avaya IC system. Configures and uses existing email tools to optimize flow of email data. Configures or creates Content Analyzer rules for auto response and auto reply functionality.

Web Specialist Customizes customer-facing Web pages to insert links for Avaya Web Management. Enables, configures, and customizes Web options and Web pages to meet contact center requirements.

Reporting Specialist Uses Operational Analyst to create or customize reports to meet your contact center�s needs.

Role Responsibility



Prerequisites for Installing Avaya ICAvaya IC provides a common display of the applications and media controls on the agent�s desktop, and common tools for administering these components. In addition, Siebel 2000 eBusiness Applications integrate into Avaya IC. For a complete discussion of Avaya IC and its components, see IC Installation Prerequisites Guide.

Before you install Avaya IC, you need to know the information in the following sections:

● Distributing Servers on page 22

● Assigning Ports on page 24

Distributing ServersBefore you install the Avaya IC servers, you need to know:

● Which Avaya IC components you need to install

● Whether the servers will be hosted on a single machine, on multiple machines, or across multiple sites

● Whether your Avaya IC system includes primary and secondary servers

Determining Which Servers You RequireThe following table shows the servers required for each component.

Avaya IC Components Required Servers

All installations ● ORB server● Data Connector server● ADU server● Alarm server● Directory server● DUStore server● EDU server● Workflow server● Blender server● License server● HTTP Connector server● Report server

Distributing Servers


Web Management ● WebACD server● ComHub server● Paging server● Attribute server● EDU server for chat and email contacts

only ● Optional � Workflow server for chat

contacts only (in multiple machine install)● Services � JRun server, Central Internet

Routing Service (CIRS), and ICM server

Voice Chat (feature of Web Management) ● All servers required for Web Management and Telephony

● VMM server

Scheduled Call (feature of Web Management)

● All servers required for Web Management and Outbound Contact

Email Management ● All servers required for Web Management except ICM server and Attribute server

● ICEmail server● Notification server● Optional � Workflow server for email

contacts only (in multiple machine install)● Services � JRun server for Email

Template Administrator

Telephony ● Telephony server● Telephony Statistics Queue server● VOX server (optional)● Secondary EDU server for voice contacts

only● Secondary Workflow server for voice

contacts only (for multiple machine install)

Outbound Contact ● All servers required for Telephony● Predictive DialingKernel server● SoftDialer server

Content Analyzer ● All servers required for Email Management

● Content Analyzer administration server● Content Analyzer operation server

Optional Components ● WebQ● WebQ Router

Avaya IC Components Required Servers



Where Do You Install the ServersFor each machine that hosts Avaya IC servers, you must copy the server files with the Avaya IC installation, then configure the servers that you want to host on the machine.

Before you plan or begin a multiple machine installation of Avaya IC, see IC Installation Prerequisites Guide and consider the following options:

Server dependencies � You must install certain servers on the same machine. For more information, see IC Installation Prerequisites Guide.

Secondary server configurations � You can configure a secondary server system for the Avaya Interaction Engine Servers. Use a secondary server system to distribute the servers across multiple computers or multiple sites, or for redundancy. For more information about recommended secondary server configurations, see IC Installation Prerequisites Guide.

Multiple Data Connector servers � If your system includes more than one type of database, you must install multiple Data Connector servers. You can install more than one Data Connector server on one machine. For more information, see Setting Up the Data Connector Server on page 58.

Second Internet Call Manager server � If your system includes Web Management or Email Management, you can install a second Internet Call Manager (ICM) server on another machine. The second server allows your system to handle and distribute a heavier load of chat sessions. For more information, see Installing and Configuring a Second ICM Server on page 309.

Assigning PortsThe Avaya IC servers require several ports to communicate with and listen to other Avaya IC servers and third-party servers and applications. Whenever possible, use the default ports and locations in the Avaya IC configuration to reduce potential conflict.

Avaya IC servers use TCP/IP ports for communication with the other Avaya IC servers. These ports are typically in the range that starts at 9001. Before you install these servers, check with your network administrator that no other network applications use the same ports.

If an Avaya IC server uses a port that is already assigned to a network application or another server, either the server or the application may not function.

Assigning Ports


Understanding Guidelines for Assigning Server PortsWhen you assign ports, use the following guidelines:

Allowable values � All ports must be numeric and in the range of 1024-65535.

Multiple server instances � Multiple instances of a server that run on the same machine require different port numbers for each instance.

Automatic settings for core servers � Port numbers for the core servers are sequential. Avaya IC assigns port numbers to all core servers according to the port assigned to the ORB server. For example, Avaya IC automatically assigns the ports in the following table to the core servers. When you configure the other servers, IC Manager assigns port numbers sequentially, starting with 9008.

Primary and secondary Interaction Engine servers � If you install primary and secondary servers, use the default port number of 9001 for the primary port. You can use the same number for the secondary servers on another machine. If you select a different port, Avaya IC assigns ports sequentially from that port number.

Avaya IC server port checks � Review the current port numbers in IC Manager to assure that there are no conflicts when you assign ports.

Changing default port assignments � You can change the default port numbers:

● When you configure Avaya IC servers

● In IC Manager

For more information, see Configuring Core Servers and Databases on page 57 or IC Administration Volume 1: Servers & Domains.

Server Default Port

ORB server 9001

Directory server 9002

Alarm server 9003

DUStore server 9004

Blender server 9005

Workflow server 9006

ADU server 9007



Working with Default Port AssignmentsThe following table contains default port assignments for the Avaya IC servers and some third-party servers. To make sure that you assign unique ports to each server, write your port assignments in the Assigned Port column.

! CAUTION:CAUTION: Solaris runs the HTT Input Method Server (htt_server) on port 9010 by

default. On non-English Solaris machines, this port assignment creates a conflict with any Avaya IC server that you configure to run on port 9010. To avoid the conflict, you can update htt_server to use a different port, or not assign an Avaya IC server to port 9010. In a typical installation, with the primary ORB server on port 9001, IC Manager automatically assigns port 9010 to the Report server.

Server Default Port Description Assigned Port

ORB server 9001 Default port assignment.

Directory server 9002 Sequential from ORB server

Alarm server 9003 Sequential from Directory server

DUStore server 9004 Sequential in the order that you add this server

Blender server 9005 Sequential in the order that you add this server

Workflow server 9006 Sequential in the order that you add this server

ADU server 9007 Sequential in the order that you add this server

Data Connector server Sequential Sequential in the order that you add this server

EDU server Sequential Sequential in the order that you add this server

License server Sequential Sequential in the order that you add this server

Report server Sequential Sequential in the order that you add this server

HTTP Connector server Sequential Sequential in the order that you add this server

Assigning Ports


Notification server Sequential Sequential in the order that you add this server

WebACD server Sequential Sequential in the order that you add this server

ComHub server Sequential Sequential in the order that you add this server

Paging server Sequential Sequential in the order that you add this server

Attribute server Sequential Sequential in the order that you add this server

ICEmail server Sequential Sequential in the order that you add this server

Telephony server Sequential Sequential in the order that you add this serverNote: Some switch interfaces require additional ports. For more information, see the documentation for your switch.

TS Queue Statistics server Sequential Sequential in the order that you add this server

VOX server Sequential Sequential in the order that you add this server

Outbound Contact Predictive Dialing Kernel server

Sequential Sequential in the order that you add this server

Outbound Contact SoftDialer server


Content Analyzer Administration server


Content Analyzer Operation server


Operational Analyst Event Collector server


WebACD server - Service port (Legacy services)

4010 If you need to change this port, see Changing the Service Port for the WebACD Server on page 31.




ComHub server - Service port (Legacy services)

4001 If you need to change this port, see Changing the Service Port for the ComHub Server on page 32.

Paging server - Service port (Legacy services)

4200 If you need to change this port, see Changing the Service Port for the Paging Server on page 32.

Attribute server - Service port (Legacy services)

2300 If you need to change this port, see Changing the Service Port for the Attribute Server on page 33.

HTTP Connector server � HTTP request port

9170 Can change default if required.

WebQ 9180 Can change default if required.

WebQ Router 9190 Can change default if required.

Ports reserved for ICM, and CIRSSee below for details.

9500 to 9520

Internet Call Manager service � ICM agent

9501 Change this port in the ICM Directory server table through Configuration tab of IC Manager

Internet Call Manager service � ICM caller


Internet Call Manager service � ICM bridge in Attribute server port


Internet Call Manager service � ICM administration (Util port)


Internet Call Manager service � ICM tunnel

9505 If you need to change this port, see Changing the ICM Tunnel Port on page 30.


Assigning Ports


CIRS service � CIRS servlet port

9506 If you need to change this port, see Changing the CIRS Servlet Port on page 31.

CIRS service � CIRS administration (Util port)

9507 Change this port in the CIRS Directory server table through Configuration tab of IC Manager.This port is used to monitor the CIRS server.

CIRS service � CIRS caller 9508 Change this port in the CIRS Directory server table through Configuration tab of IC Manager.

VMM server � VOIP caller port 8120

Outbound Contact Predictive Dialing Kernel server � serverport

7800

ICEmail server - Email provider port

19113 Used by Web Agent to retrieve email contacts from the ICEmail server.

ICEmail server - HTTP port for administration interface

19114 Used by Email Template Administration to send changes to the ICEmail server.

Website, Email Template Administration, QKnowledge, Letter Generator, Agent Installer, and ICM tunneling

Http � 80Https � 443

HTTP and HTTPS connections for web applications

JRun server for Web License Manager.

8100 HTTP port




Additional PortsAvaya IC depends on third-party servers which are accessed through TCP/IP. This list of ports and servers includes, but is not limited to those listed in the following table.

Changing the Default ICM Service PortsYou can change the following ICM service ports:

● Changing the ICM Tunnel Port on page 30

● Changing the CIRS Servlet Port on page 31

Changing the ICM Tunnel Port

To change the ICM tunnel port:

1. On the machine that hosts the ICM server, open the following file in a text editor: <install_dir>\IC60\comp\website\WEB-INF\web.xml

2. In the section for the Tunnel servlet, add a new parameter with the following values:

● Parameter � port

● Value � new port number

3. Save the web.xml file.

4. Re-start the Website.

Default Port Protocol or Component Avaya IC Components

25 SMTP ICEmail server and Web Management website

110 POP ICEmail server

1433 SQL Server Data Connector server, Web Management website, and ICM connection for SQL Server installation

1521 Oracle Data Connector server, Web Management website, and ICM connection for Oracle installation

8000 HTTP - JRun Admin server JRun administration for web applications

Assigning Ports


Changing the CIRS Servlet Port

To change the CIRS servlet port:

1. On the primary machine that hosts the ICM server and the Website, open the following file in a text editor: <install_dir>\IC60\comp\website\WEB-INF\web.xml

2. In the section for the CIRS servlet, add a new parameter with the following values:

a. Parameter � port

b. Value � new port number

3. Save the web.xml file.

4. Re-start the Website.

Changing Default Service PortsYou can change the following default service ports if required:

● Changing the Service Port for the WebACD Server on page 31

● Changing the Service Port for the ComHub Server on page 32

● Changing the Service Port for the Paging Server on page 32

● Changing the Service Port for the Attribute Server on page 33

Changing the Service Port for the WebACD Server

For more information about the WebACD server, see Creating the WebACD Server on page 168.

To change the service port for the WebACD server:

1. In IC Manager, update the WebACD server configuration:

a. Double-click the WebACD server in the list of servers

b. Click the WACD tab.

c. Change the port number in the Service Port field.

2. In Notepad or another text editor, open the Webadmin.cfg file, and change the service port property to the new port number.



Changing the Service Port for the ComHub Server

For more information about the ComHub server, see Creating the ComHub Server on page 172.

To change the service port for the WebACD server:

1. In IC Manager, update the ComHub server configuration:

a. Double-click the ComHub server in the list of servers

b. Click the ComHub tab.


2. In IC Manager, update the masterserverport property of the WebACD server:

a. Double-click the WebACD server in the list of servers

b. Click the WACD tab.

c. Change the value of the Comhub Port field to the new port.

3. In IC Manager, update the Paging server configuration:

a. Double-click the Paging server in the list of servers

b. Click the Paging tab.

c. Change the value of the Comhub Port field to the new port.

Changing the Service Port for the Paging Server

For more information about the Paging server, see Creating the Paging Server on page 173.

To change the service port for the Paging server:

1. In IC Manager, update the Paging server configuration:

a. Double-click the Paging server in the list of servers

b. Click the Paging tab.


2. In IC Manager, update the port value for the Agent/Desktop/WAC property for each agent. You can change the global value for all agents through the Group Manager, or change the value for each agent. For more information, see:

● Setting Global Properties for All Agents on page 282

● Setting Properties for Individual Agents on page 283

Assigning Ports


Changing the Service Port for the Attribute Server

For more information about the Attribute server, see Creating the Attribute Server on page 170.

To change the service port for the Attribute server:

1. In IC Manager, update the Attribute server configuration:

a. Double-click the Attribute server in the list of servers

b. Click the Attribute tab.

c. Change the port number in the Port field.

2. In Notepad or another text editor, open the datawake.cfg file, and change the service port property to the new port number.


Chapter 2: Installing Avaya IC Components

The Avaya� Interaction Center (Avaya IC) installation includes the following options:

● Installing Design & Administration Tools on page 36

● Installing Avaya IC Servers on page 40

● Configuring Agent Applications on page 255

Avaya IC includes the following CD-ROMs for installation:

Avaya IC CD 1 � Contains server files for Windows, Design & Administration Tools, and documentation

Avaya IC CD 2 � Contains server files for Solaris

Prerequisites for InstallationYou must perform the following steps before you install Avaya IC components:

Readme � Read the Avaya IC Readme file on the Avaya IC CD-ROM and the Avaya IC Readme Addendum on the CRM Technical Support Website at http://www.avaya.com/support/qq

Prerequisites � Read the IC Installation Prerequisites Guide and install all prerequisite components.

Licenses � Obtain the necessary Avaya IC license for your Avaya IC system.

Administrator privileges � Use an Administrator login or a login with administrator privileges. This requirement applies to users who install Avaya IC servers, Design & Administration Tools, and agent desktop applications.

Solaris Machines � If you host your servers on Solaris:

● Install a Windowing environment such as X-Windows.

● Set the DISPLAY parameter.


Installing Avaya IC Components


● Make sure that the server machine has sufficient space in the /var/tmp directory for the Java Virtual Machine installation. The Avaya IC installer typically requires at least 360MB of extra temp space.

● Make sure you have access to the following Solaris user accounts:

� Root user � Use this account when you configure some Avaya IC components, including Telephony, Web Management, Email Management, Web License Manager, and Letter Generator.

! CAUTION:CAUTION: If your Telephony environment includes a switch with Avaya DEFINITY or

MultiVantage software, use the root account to install servers on all machines that host a Telephony server.

� Installation user � Use this account for the Avaya IC installation. The home directory for this account must be the directory where you copy the Avaya IC files. For example, create an account named avaya.

Installing Design & Administration ToolsIC Manager and other administrative applications, such as Outbound Contact Monitor, can potentially consume a significant amount of CPU resources. To ensure that the requirements of IC Manager do not interfere with the performance of your Avaya IC servers, deploy your Design & Administration Tools on a dedicated machine.

Avaya IC installs the following Design & Administration Tools on the target machine. You must install all of these tools on the target machine. You cannot select which tools to install.

● IC Manager

● Avaya Workflow Designer, with blocks, sample workflows, and related files

● Avaya Database Designer, with the Script Editor, design files, and related files

! Important:! Important:Important: Design & Administration Tools only work on a Windows operating system.

For more information, see IC Installation Prerequisites Guide.

Do not re-install Avaya IC Design & Administration Tools over an existing installation. You must uninstall all Avaya IC files first, as described in Uninstalling Avaya IC on page 367.

At any time before the Avaya IC installation copies the files, click Back to change the options that you selected.

Installing Design & Administration Tools


To install Avaya IC Design & Administration Tools:

1. Log in to the machine as Administrator or a user with administrator privileges.

2. Insert Avaya Interaction Center 6.0 CD 1 and click Servers, Design & Administration Tools to start the installation.

If you disabled Autorun on the machine, navigate to the Windows/CoreServers directory on the CD-ROM and execute setup.exe.

Note:Note: The Avaya IC installation may disappear from your screen. During this time,

the installation copies the compressed files from the CD-ROM to the machine, and loads the Microsoft Java Virtual Machine. This process can take a few minutes.

3. When the Avaya IC installation opens, read the entire Avaya IC license agreement carefully, then:

● If you agree to the terms of the agreement, click I accept the terms of the license agreement. Click Next.

● If you do not agree to the terms of the agreement, click I do not accept the terms of this license agreement. The Avaya IC installation exits.

4. Click Next in the Welcome screen.

5. In the Installation Directory screen, shown in the following figure:

a. Accept the default or enter a directory path for the Avaya IC components in the Directory Name field.

If you do not know the directory path, click Browse and navigate to the desired directory. You cannot choose the installation directory when you re-install Avaya IC.

b. Click Next.



6. In the Product Installation screen, shown in the following figure:

a. Avaya Interaction Center 6.0 � Check this box.

b. Interaction Engine Servers � Only check this box if you are installing Outbound Contact Reports or IndexQ on the machine that hosts the Design & Administration Tools. You do not need to configure the servers, but these components need certain server files.

c. Design & Admin � Check this box.

d. Click Next.

7. Review the details of the components you selected. Click Next Avaya IC installation copies the requested files to the machine. This process can take several minutes. If the target machine does not have sufficient space to install the components, the Avaya IC installation displays an error message.

8. Click Next in the Installation Confirmation screen.

9. In the next Installer screen, shown in the following figure:

a. Click one of the following fields:

● Yes � If the installation on the current machine includes IndexQ or Outbound Contact Reports

● No � If the machine does not include those components.

Installing Design & Administration Tools


b. Click Next.

10. If you select Yes in the previous installation screen to install IndexQ or Outbound Reporting, the Avaya IC Installation displays the message shown in the following figure. Click one of the following:

● Yes � To update the System 32 files and continue with the installation

● No � To skip this step and continue with the installation. Click No if you did not choose to install IndexQ or Outbound Contact Reports but still see this message box.

After the System 32 files are updated, click Finish to return to the Avaya IC installation.

If the message box in the following figure is not visible, the box may have opened behind the Installation screen.

11. In the next installation screen:

a. Click Yes, restart my system.

b. Click Finish.

After you configure your core servers on the machine that hosts your primary ORB server, perform the steps in Copying the Server Implementation and Interface Files on page 47 to complete this installation.



Installing Avaya IC ServersServer components are the only Avaya IC components that you can install and run on Solaris machines.

The Servers option copies all Avaya IC server files to the machine. You cannot select which server files you will copy to the target machine. However, you do not need to configure and run all servers on that machine.

The Avaya IC installation copies the required Avaya IC server and other component files to the target machine. Some components require other Avaya IC components to function.

Do not re-install Avaya IC over an existing installation. You must uninstall all Avaya IC files on a machine first. For more information, see Uninstalling Avaya IC on page 367.

At any time before the Avaya IC installation copies the files, click Back on an installation screen to change the options that you selected.

! Important:! Important:Important: Make sure that you have sufficient space on the target machine to install the

selected files. The Avaya IC installation checks the amount of free disk space on the machine, but not until after you select the components that you want to install.

To install Avaya IC servers:

1. Log in to the machine as:

● Windows � Administrator or user with administrator privileges

● Solaris � Root or user that is enabled to act as root

You can use a non-root user for the Solaris installation. However, a root user must complete the following tasks:

� Complete the configuration of Sun ONE� Server (formerly iPlanet) and JRun for Web Management

� Configure the Telephony server for the switch with Avaya DEFINITY or MultiVantage software

2. Insert the appropriate Avaya Interaction Center 6.0 CD-ROM, then:

● Windows on CD 1 � Click Servers, Design & Administration Tools to start the installation.

If you disabled Autorun on the machine, navigate to the Windows\CoreServers directory on the CD-ROM and execute setup.exe.

Installing Avaya IC Servers


● Solaris on CD 2 � Change to the /Solaris/CoreServers directory on the CD-ROM and execute ./setup.bin

If you launch the setup.bin command from Solaris File Manager, the installation window may not terminate after the installation is complete.

If you install Avaya IC servers on Solaris, and the default temp directory does not have sufficient space, to override the TMPDIR environment variable, execute ./setup.bin -is:tempdir <dir_name>

Note:Note: The Avaya IC installation may disappear from your screen. During this time,

the installation copies the compressed files from the CD-ROM to the machine, and loads the Microsoft Java Virtual Machine. This process can take a few minutes.

3. When the Avaya IC installation opens, read the entire Avaya IC license agreement carefully, then:

● If you agree to the terms of the agreement, click I accept the terms of the license agreement. Click Next.

● If you do not agree to the terms of the agreement, click I do not accept the terms of this license agreement. The Avaya IC installation exits.

4. Click Next in the Welcome screen.

5. In the Installation Directory screen, shown in the following figure:

a. Accept the default or enter a directory path for the Avaya IC components in the Directory Name field.

If you do not know the directory path, click Browse and navigate to the desired directory. You cannot choose the installation directory when you re-install Avaya IC.



b. Click Next.

Note:Note: Steps 6 and 7 are not available on Solaris machines. Continue with Step 8.

6. In the Product Installation screen, shown in the following figure:

a. Check the Avaya Interaction Center 6.0 box.

b. Check the Interaction Engine Servers box.

c. Clear the Design & Admin box.

d. Click Next.

Installing Avaya IC Servers


7. Review the details of the components you selected. Click Next Avaya IC installation copies the requested files to the machine. This process can take several minutes. If the target machine does not have sufficient space to install the components, the Avaya IC installation displays an error message.

8. Click Next in the Installation Confirmation screen.

Note:Note: Steps 9 and 10 are not available on Solaris machines. Continue with Step

11.

9. In the next Installer screen, shown in the following figure:

a. Click one of the following fields:

● Yes � If the installation on the current machine includes IndexQ or Outbound Contact Reports

● No � If the machine does not include those components.

Avaya IC installs Outbound Contact Reports and IndexQ on the machine that hosts your servers.

b. Click Next.



10. If you select Yes in the previous installation screen, the Avaya IC Installation displays the message shown in the following figure. If this message is not visible, the box may have opened behind the Installation screen.

a. If you see this message, click one of the following:

● Yes � To update the System 32 files and continue with the installation

● No

b. After the System 32 files are updated, click Finish to return to the Avaya IC installation.

11. The next step in the server installation depends upon the servers that will run on the target machine:

● For the machine that hosts your primary ORB server � See Starting the Primary Servers on page 44

● For a machine that hosts secondary servers � See Installing Secondary Servers on page 49.

Starting the Primary ServersYou must configure and start the primary servers before you can configure the remaining Avaya IC servers and components.

Note:Note: These instructions continue from Step 10 above.

If you need to run the Configuration Tool from a command line on Windows or Solaris, you must call configure from within the working directory of <install_dir>\IC60\bin. If you call configure from another directory, the Configuration Tool may not work correctly.

Starting the Primary Servers


To start the primary servers:

1. Click Yes to answer the question Do you want to run the Configuration Tool now?, as shown in the following figure. Click Next.

2. In the Initial Config tab of the Configuration Tool, shown in the following figure, click Overwrite old config?

3. Select Primary from the Select Mode drop-down list.

4. Confirm that the IP address in the IP Address drop-down list is the correct IP address for the machine that hosts the primary ORB server.

5. Make sure the port assignment in the Start Port field is an available port. Enter the new port assignment if necessary.



6. Click Start ORB Server.You must start all JRun servers and the Web server on the target machine before you start the ORB server.

7. If your Avaya IC system includes an Oracle database on Windows or Solaris, complete the following fields:

8. Click Apply Settings in the Configuration Tool to configure and start the core servers.

If you get a message stating that Oracle Home is not valid:

● For SQL Server database � Click Yes to continue the configuration.

● For Oracle database � Click No. Correct the information in the Oracle Home field, then click Apply Settings.

9. Click Exit.The Configuration Tool closes and you return to the Avaya IC Installation.

10. Click Next.11. On Windows machines, click Yes, restart my system. Click Finish.

Field Description

NLS LANG Set this on the machine that hosts your Data Connector server.Oracle uses National Language Support (NLS) values to set up language-specific databases. The character set part of the NLS_LANG parameter specifies the character set used by the Data Connector server. Do not use abbreviations in the NLS LANG parameter. For example, do not use �US� to designate American English. The following are examples of NLS LANG values:● AMERICAN_AMERICA.UTF8 ● JAPANESE_JAPAN.UTF8

On Solaris, NLS_LANG is specified as an environment variable.On Windows, NLS_LANG is set in the registry under HKEY_LOCAL_MACHINE > SOFTWARE > ORACLE > HOMEn.See the Oracle documentation for more information.Caution: The character set in the NLS LANG parameter must match the character set of your Oracle database. If these character sets are different, strange character conversions and string truncations may result.

Oracle Home Enter the home directory of the Oracle client on the machine that hosts the core servers.

Oracle SID(Solaris only)

Enter your Oracle SID in the field.Note: The Oracle SID field is case-sensitive.

Copying the Server Implementation and Interface Files


Copying the Server Implementation and Interface Files

If you installed your Design & Administration Tools on a separate machine than the primary ORB server, you must run the Configuration Tool to copy the following files from the machine that hosts the primary ORB server to the machine that hosts IC Manager:

● Implementation file � vesp.imp

● Interface file � vespidl.pk

To copy the server implementation and interface files:

1. On the machine that hosts IC Manager, select Start > Avaya Interaction Center 6.0 > Configuration Tool.For a Design & Administration Tools installation, the Configuration Tool displays only the SoftDialer and Initial Config tabs.

2. In the Configuration Tool, click Overwrite old config?3. Select Client from the Select Mode drop-down list, as shown in the following figure:



4. Complete the fields in the following table.

You must start all JRun servers and the Web server on the target machine before you start the ORB server.

5. Click Apply Settings in the Configuration Tool.

6. Click Exit.

Field Recommended Entry Notes

Host Name Enter the name of the machine that hosts the primary ORB server.

The primary host name can by the IP Address or fully-qualified Domain name of the machine.

ORB Port Make sure the port is the one assigned to the primary ORB server on that machine.

To confirm the port assignment for the primary ORB server, double-click the server in IC Manager.

IC Domain Enter Default. This is the Avaya IC domain that includes the primary ORB server.

NLS LANG (Oracle only)

Enter the NLS lang code from your Oracle database.

Set this parameter on every machine that hosts a Data Connector server.For more information about this field, see NLS LANG on page 46.Complete this field if your Avaya IC system includes an Oracle database on Windows or Solaris.

Oracle Home(Oracle only)

Enter the Oracle home for your Oracle database.

Complete this field if your Avaya IC system includes an Oracle database on Windows or Solaris.


Enter the Oracle SID from your Oracle database.

Complete this field if your Avaya IC system includes an Oracle database on Solaris.

Installing Secondary Servers


Installing Secondary ServersIf you plan to host Avaya IC servers on more than one machine, you must install the secondary servers on every machine except the one that hosts the primary ORB server. You must start the following servers before you can install secondary servers on the target machine:

● Primary Avaya IC servers● Web server (IIS or Sun ONE server)● All JRun serversTo install secondary servers, perform the steps in the following sections:

1. Creating a Secondary Server Environment on page 49.

2. Changing the Domain of the Secondary ORB Server on page 52.

3. Creating a Secondary Directory Server on page 52.

4. Creating a Secondary Data Connector Server on page 54.

To create secondary EDU servers for specific media, see Creating an EDU Server on page 96.

Creating a Secondary Server EnvironmentYou start a secondary ORB server and create a secondary server environment for Avaya IC in the Initial Config tab of the Configuration Tool. You must also follow these instructions to create a secondary ORB server for a machine that hosts Avaya IC servers, but not the primary ORB server, in a multiple machine installation.

The secondary server environment only includes a secondary ORB server. Use IC Manager to create all other servers required on the target machine.

Note:Note: You cannot use the Configuration Tool to create a secondary ORB server on

the same machine as the primary ORB server.

To create a secondary server system:

1. Copy the server files to the secondary server machine. These instructions continue from Step 10 of Installing Avaya IC Servers on page 40.

2. Click Yes to answer the question Do you want to run the Configuration Tool now?3. In the Configuration Tool, click Overwrite old config?



4. Select Secondary from the Select Mode drop-down list, as shown in the following figure:

5. Complete the fields in the following table.

You must start all JRun servers and the Web server on the target machine before you start the ORB server.


IP Address Select the IP address of the machine from the drop-down list.

Secondary ORB port

Make sure the port assignment in the field is an available port.

Because the secondary ORB server is on a different machine from the primary ORB server, you can accept 9001.

Primary Host Name

Enter the name of the machine that hosts the primary ORB server.


Primary ORB Port

Make sure the port is the one assigned to the primary ORB server on that machine.




6. Click Apply Settings in the Configuration Tool to configure and start the secondary servers.

Tip:Tip: If the Configuration Tool displays a "Failed to load vesp.imp" error message,

confirm that your secondary ORB server has started, and that your primary ORB server and secondary ORB server have not lost their connections to the network.

7. Click Exit.

IC Login Enter the administrative login ID for Avaya IC servers.

This is the login ID for servers that you created in Setting Up Administrative Accounts on page 85.

IC Password Click the Ellipsis button (�) and enter the password for the IC Manager login ID.


Start ORB Server Check this field. Starts the secondary ORB server when you click Apply Settings.













Changing the Domain of the Secondary ORB ServerWhen you create a secondary ORB server, the Configuration Tool places the server in the Default domain. You need to move the secondary ORB server to a different domain than your primary ORB server.

To change the domain of the secondary ORB server:

1. Create the new Domain in IC Manager.

For more information, see IC Administration Volume 1: Servers & Domains.

2. On the Server tab of IC Manager, double-click the secondary ORB server.

3. Click the General tab.

4. Select the new domain from the Domain list.

5. Click OK.

Creating a Secondary Directory ServerThe Directory server maintains a list of all the servers in Avaya IC. When you create multiple Directory servers, they share one common directory.

You need to designate one Directory server to synchronize the directories and ensure that changes made by one Directory server are reflected throughout the network. This Directory server is called the parent. If there is only one Directory server in Avaya IC, it is automatically assigned parent status.

For more information about synchronizing Directory servers, see IC Administration Volume 1: Servers & Domains.

To create a secondary Directory server:

1. In IC Manager, click the Server tab, then:

a. Select Server > New.

b. Select Directory from the list of servers.

c. Click OK.



2. Click the General tab and complete the fields in the following table:

3. Click the Directory tab and complete the fields in the following table:


Name <machine>DirectoryServer Include the machine_name so you can easily identify this Directory server in the list of servers.

Domain Select the domain from the drop-down list.

Host Select the machine�s IP address from the drop-down list, or type in a new IP address.

When you select the host, IC Manager fills in the fields for Directory, Port, and Executable.

AutoStart Check this property. Automatically starts the Directory server when you start the machine.


IC Data Source Select the CI Repository data source from the IC Data Source drop-down list.

For example, select repository.

Is Parent Check this box if this Directory server will be the parent directory server.

The parent Directory server synchronizes the directories for all Directory servers.

First update lag (sec)

Enter the number of seconds that the Directory server waits before sending updates to the first of its children.

During normal operation, set this value to 0. (A small delay occurs automatically.) When you perform a Batch User Add, set this value between 10 and 90 seconds.There is no maximum value.If this value is greater than 0, the Advanced tab contains a couple with the name "PropagationDelay" and a value equal to the current buffer updates setting.



4. Click OK to save the Directory server configuration.

5. Copy the ds.ffd file from the machine that hosts your primary Directory server to the machine that hosts your secondary Directory server.

6. In IC Manager, start the secondary Directory server.

Creating a Secondary Data Connector ServerTo create a secondary Data Connector server:

1. In IC Manager, click the Server tab, then:


b. Select one of the following from the list of servers, then click OK:

● DataServerMSSQL � For systems with Microsoft SQL Server databases

● DataServerOracle � For systems with Oracle databases


Succeeding update lag (sec)

Enter the number of seconds that the Directory server pauses before sending an update to the next child.

During normal operation, set this value to 0 or 1. When you perform a Batch User Add, set this value to 5.There is no maximum value.If this value is greater than 0, the Advanced tab contains a couple with the name "LagBetweenChildren" and a value equal to the current childlag setting.



Name ● Microsoft SQL Server � DataServerMSSQL

● Oracle � DataServerOracle

You need this name to configure the Customer Interaction (CI) Repository database and the CCQ database.

Domain Select the domain of your secondary ORB server from the drop-down list.



3. Click the DataServer tab and complete the fields in the following table:

4. Click the Debug tab and perform the following steps:

a. Click the Ellipsis (�) button next to Trace Levels.

b. In the Trace Levels dialog box, and check the following boxes.

For information about the other options in the Trace Levels dialog box, see IC Administration Volume 1: Servers & Domains.

c. Click OK.

5. Click OK to save the Data Connector server configuration.

6. In IC Manager, start the secondary Data Connector server.

Host Select the machine�s IP address from the drop-down list, or type in the IP address if it is not in the list.


AutoStart Check this property.


DBA Login Enter your DBA user name. For example, enter sa.

DBA Password Enter your DBA password.


idl ● Check this box for development systems only.

● Clear this box for production systems.

idl is a higher level trace that is more readable than msg. idl writes all method invocations to the log file.

flush ● Check this box for development systems only.


When the server writes to the log buffer, flush immediately writes the information to the log file. Flush does not wait for the buffer to fill before flushing to the log file.



Chapter 3: Configuring Core Servers and Databases

Avaya� Interaction Center (Avaya IC) installation copies all Avaya IC server files to the target machines. You cannot copy only the files for selected servers on a machine. If your Avaya IC configuration requires only certain servers on a machine, run the Avaya IC installation on that machine to copy the server files, then configure only those servers that you want to host on the machine.

For a list of Avaya IC servers, see Determining Which Servers You Require on page 22.

To configure the core servers and databases, review and perform the steps in the following sections:

1. Prerequisites for Configuring Servers on page 58.

2. Setting Up the Data Connector Server on page 58.

3. Understanding Data Sources and Business Applications on page 62.

4. Creating Customer Interaction (CI) Repository on page 65.

5. Creating the CCQ Database on page 73.

6. Creating Business Applications on page 81.

7. Using Avaya IC Domains on page 82.

8. Setting Up Administrative Accounts on page 85.

9. Using System and Sample Workflows on page 88.

10. Configuring Core Servers on page 90.

11. Starting and Stopping Servers on page 105.

Configuring Core Servers and Databases


Prerequisites for Configuring ServersBefore you configure the Avaya IC servers, make sure that you:

1. Run the Avaya IC installation to copy the server files to the machine where you plan to run the servers.

If you have not copied the server files, see Installing Avaya IC Servers on page 40.

2. Install the Avaya IC Design & Administration tools.

You should install these tools on a dedicated machine that has network access to all server machines. For information on how to install these tools, see Installing Avaya IC Servers on page 40.

3. Install and configure all prerequisite software and hardware. Depending on which servers you plan to configure, the prerequisites can include one or more of the following:

● Database● Email servers and environment● JRun● JDK● Web serversFor information on which prerequisites you need for each machine, see IC Installation Prerequisites Guide.

4. Start the Web server and all JRun servers on the target machine.

Setting Up the Data Connector ServerThe Data Connector server is specific to the type of database you use in your Avaya IC system. All Avaya IC server and client components use the Data Connector server to communicate with your database. The Data Connector server uses the Avaya IC account for each component or user to link the Avaya IC components and the database server. the Data Connector server is also referred to as the Data server.

All Data Connector servers support connection pooling.

After you configure the Data Connector server, you can configure other Avaya IC applications on the same machine.

Setting Up the Data Connector Server


Cautions and Tips for Configuring the Data Connector ServerWhen you configure the Data Connector server, note the following:

Database machine � Do not install and configure the Data Connector server on the machine that hosts your database.

Host your database server on a dedicated machine, so you can tune your database server to maximize database operations and improve the reliability and performance of the database.

Multiple database types � A Data Connector server can only communicate with one type of database. Install multiple Data Connector servers if your Avaya IC configuration requires more than one type of database. For example, you need a second Data Connector server if you maintain a legacy database in a different type of database.

The CCQ database, Customer Interaction (CI) Repository database, and Operational Analyst database must all be the same database type.

Prerequisites for Configuring the Data Connector ServerBefore you configure the Data Connector server:

● Install your database management system.

● Install and configure the database client software, vendor libraries, and support files on the machine that hosts the Data Connector server. The Data Connector server requires the database client software to communicate with the database. For example, if your Avaya IC system includes a supported Oracle database, install the Oracle client for that version on the machine that hosts the Data Connector server.

● Configure and validate the database software connections on the machine where you plan to install the Data Connector server.

● Copy the Avaya IC server files to the machine where you plan to install the Data Connector server. For more information, see Installing Avaya IC Servers on page 40.



Configuring the Data Connector ServerYou configure the Data Connector server in IC Manager.

To configure the Data Connector server:

1. On the machine where you installed the Design & Administration Tools, select Start > Programs > Avaya Interaction Center 6.0 > IC Manager.

2. Log in to IC Manager with the following pre-assigned login ID and password:

● Login � Admin

● Password � admin

The next time you log in, IC Manager will prompt you to change the password.

3. Click the Server tab, then:


b. Select one of the following from the list of servers:

● DataServerMSSQL � For systems with Microsoft SQL Server databases

● DataServerOracle � For systems with Oracle databases

c. Click OK.

4. In the General tab of the Server Editor, complete the fields in the following table:


Name ● Microsoft SQL Server � DataServerMSSQL

● Oracle � DataServerOracle

You can use a different name, if desired.You need this name to configure your Avaya IC databases.

Domain Select the Avaya IC domain for the server from the drop-down list.

For example, select Default from the drop-down list if the server is in the Default domain.

Host Select the IP address of the machine that hosts the server, or type in the IP address if it is not in the list.


Setting Up the Data Connector Server


5. In the DataServer tab of the Server Editor, complete the fields in the following table:

You can complete the remaining fields on the DataServer tab, or accept the defaults.


DBA Login Enter your DBA user name. For example, enter sa.Components that require DBA privileges use this login.

DBA Password Enter your DBA password. Do not leave your DBA password blank.

Request Handler Thread Pool Size

Enter the number of requests in the thread pool or accept the default of 30.

Number of threads that handle the client requests. These accept requests from the Data Connector Server clients and queue those for the database threads to be executed in the database. Because these threads are not dedicated to specific clients, this number will always be less than the number of total clients talking to the Data Connector server.

DB Connection Pool Size

Enter the number of connections in the pool or accept the default of 15.

Maximum number of database connections to open in a connection pool.

Database Connection Timeout (min)

Enter the number of minutes after which the Data Connector server will close an inactive database connection.

Database Connection timeout in minutes. Prevents and inactive database connection from remaining allocated. Note � For SQL Server only � This parameter specifies the timeout for SQL queries between the Data Connector server and the database. The agent or other client application that uses the Data Connector server may timeout earlier, if the timeout for that component is set to a lower value.

DB Heart Beat Interval (min)

Enter the number of minutes or accept the default of 1.

Polling interval for checking database connectivity.

DB Retry Interval (sec)

Enter the number of seconds after which the Data server should try again to connect to the database, or accept the default of 5.

Polling interval after detecting a database connectivity problem.



For more information about these properties, see IC Administration Volume 1: Servers & Domains.

6. Click the Debug tab and perform the following steps:

a. Click the Ellipsis (�) button next to Trace Levels.

b. In the Trace Levels dialog box, check the following boxes.

c. Click OK.

For information about the other options in the Trace Levels dialog box, see IC Administration Volume 1: Servers & Domains.

7. Click OK to save the Data Connector server configuration.

8. Select the Data Connector server.

9. Right-click on the Data Connector server, and select Start from the drop-down list.

Understanding Data Sources and Business Applications

Application Design Language (ADL) files contain the data models for Avaya IC databases and Business Applications, including tables, table sets, browsers, and modules. These files also contain the interface for one or more Business Applications.

For an out-of-the-box, non-customized Avaya IC installation, you use ADL files to perform the following tasks:

● Configure Avaya IC databases

● Create Avaya IC data sources

● Generate Avaya Business Applications


idl ● Check this box for development systems only.


idl is a higher level trace that is more readable than msg. idl writes all method invocations to the log file.

flush ● Check this box for development systems only.


When the server writes to the log buffer, flush immediately writes the information to the log file. Flush does not wait for the buffer to fill before writing entries to the log file.

Understanding Data Sources and Business Applications


Understanding Data SourcesAll Avaya IC components that need to access a database use Avaya IC data sources. These components include servers, workflows, and agent applications. You create an Avaya IC data source when you generate an application from the application ADL file.

Even if your Avaya IC configuration does not include a Business Application, you must generate an application to create the following data sources:

● Repository data source

● Interaction Center data source

Repository and Interaction Center are only data sources. They do not have a user interface. Although you generate a Windows application to create the data sources, you cannot use repository or interaction_center as a Business Application.

The following table describes the typical data sources in an out-of-the-box Avaya IC installation.

Data Source ADL File Description

repository repository.adl Required for all Avaya IC systems.Used by the Directory server, Report server, and DUStore server for access to the Customer Interaction (CI) Repository

interaction_center ccq.adl Required for all Avaya IC systems.Used by all other Avaya IC servers, except the Letter Generator Workflow server, to access the database. This data source also handles most server-related transactions, such as workflows, that are not specifically related to a Business Application.Note: Use this data source for all Avaya IC systems that integrate with third party applications.

Report Wizard repository.adl Optional.Used by Avaya IC systems that include Report Wizard for mappings to retire EDUs to the CI Repository database.

ccq_contact ccq.adl Optional. Used only by Avaya IC systems that include Contact-based CallCenterQ.

ccq_cr_contact ccq.adl Optional. Used only by Avaya IC systems that include Contact-based CallCenterQ for Consumer Relations.



Understanding Business ApplicationsAvaya Business Applications are optional components of Avaya IC. You can use these components to add additional features to your agent desktop, or to add reporting functionality for administrators.

The following table describes the Business Applications available in an out-of-the-box Avaya IC installation.

ccq_request ccq.adl Optional. Used only by Avaya IC systems that include Request-based CallCenterQ.

ccq_cr_request ccq.adl Optional. Used only by Avaya IC systems that include Request-based CallCenterQ for Consumer Relations.

custq custq.adl Optional. Used only by Avaya IC systems that include CustomerQ.

hrq hrq.adl Optional. Used only by Avaya IC systems that include HRQ.

Data Source ADL File Description

Application ADL File Description

Report Wizard repository.adl Sets mappings to retire EDUs to the CI Repository database. You must build the Report Wizard application to use or view data from EDUs.To generate Report Wizard, select one of the following when you generate your Windows application:● reportwizard � For most Avaya IC systems● reportwizardsiebel � For Avaya IC systems that integrate with

a Siebel application

Interaction Center

ccq.adl Performs some administrative tasks for the CCQ database in Avaya IC systems that do not include a Business Application. To generate Interaction Center, select interaction_center when you generate your Windows application.

Creating Customer Interaction (CI) Repository


Creating Customer Interaction (CI) RepositoryCustomer Interaction (CI) Repository manages current and historical data in the form of Electronic Data Units (EDUs), Agent Data Units (EDUs), system configuration, and resource utilization statistics. This data includes agents, workgroups, queues, and tenants. CI Repository forms the structure that your database server needs to accept contact data from the Avaya IC EDU server and ADU server.

The following Avaya IC applications require CI Repository:

● Avaya Agent● Web Management● Email Management● Telephony● Business Applications, such as CallCenterQ, HRQ, or CustomerQ

CallCenterQ ccq.adl Allows contact center agents to handle contacts with customers, to place and send out fulfillment orders, and to handle returns. Allows you to create and manage marketing campaigns.To generate CallCenterQ, select one of the following when you generate your Windows application:● ccq_contact � For Contact-based CallCenterQ● ccq_request � For Request-based CallCenterQ

CallCenterQ for Consumer Relations

ccq.adl Allows contact center agents to handle customer complaints and to send out fulfillment packages. CallCenterQ for Consumer Relations is designed specifically for companies that provide consumer services or sell consumer packaged goods.To generate CallCenterQ for Consumer Relations, select one of the following when you generate your Windows application:● ccq_cr_contact � For Contact-based CallCenterQ for

Consumer Relations● ccq_cr_request � For Request-based CallCenterQ for

Consumer Relations

CustomerQ custq.adl Allows agents in internal contact centers and help desks to handle issues quickly and intelligently. To generate CustomerQ, select customerq when you generate your Windows application.

HRQ hrq.adl Allows agents in human resource departments and employee service centers to provide personalized service over the telephone, on the Web, or through corporate intranets.To generate HRQ, select hrq when you generate your Windows application.

Application ADL File Description



Operational Analyst queries the data that these Avaya IC components write in the CI Repository database and other Avaya IC databases. Operational Analyst then reports on the results of the queries. For a diagram of how the Avaya IC and Operational Analyst databases communicate and share data, see IC Installation Prerequisites Guide.

Before you build the CI Repository database:

● You need to know the names that you will give to your CI Repository and CCQ databases.

● If you are creating CI Repository for the localization release of Avaya IC, you must enable Localization in Database Designer before you open the CI Repository ADL file. For more information, see Enabling Database Designer for Localization on page 372.

To create CI Repository, complete the steps in the following sections:

1. Building the CI Repository Database on page 66.

2. Generating the CI Repository Application on page 70.

3. Generating the Report Wizard Application on page 71.

4. Updating the Directory Server with CI Repository on page 72.

Building the CI Repository DatabaseThe following instructions assume that you have reviewed and modified all components of the CI Repository ADL file in Database Designer. For information about the ADL file, see Database Designer Application Reference.

To build the CI Repository database, perform the steps in the following sections:

1. Configuring the CI Repository Database Connection on page 66.

2. Configuring the CI Repository Connection Set on page 69.

3. Creating the CI Repository Database on page 69.

Configuring the CI Repository Database Connection

To configure the CI Repository database connection:

1. In Database Designer, select File > Open.

2. Open the CI Repository ADL file.

You can find this ADL file in <install_dir>\IC60\design\qrepository\qrepository.adl

If you have enabled Database Designer for localization, click OK and ignore the warning about the missing ALF file. Database Designer will automatically generate the ALF file when you save the ADL file. For more information, see Enabling Database Designer for Localization on page 372.



3. Expand Components > Physical DB Connections and select repositoryDBConnection in the tree pane.

4. In the DB Connection Properties tab, complete the fields in the following table:

Property Description Notes

Timeout The maximum number of seconds that the client application waits for a response to a database request before the application assumes the connection to the Data Connector server is lost.

Default value is 60 seconds.If no response is returned within the specified time, the client application closes the connection to the Data Connector server and returns an error. The client application attempts to create a new connection to the database on the next database request.

Display Time The display time setting specifies how DateTime data from the database is presented in the client application.

Select one of the following:● DBMSTIME � DateTime data is

displayed in database time, and is not adjusted to local time

● LOCALTIME � DateTime data is adjusted to local time on the client

● HOSTTIME � DateTime data is adjusted to the local host time, adjusting also for small differences between system clocks

Database Type Select the type of database from the drop-down menu.

Database Designer uses the selected database type to generate a SQL statement which can be applied to the database.

Data Server Type/Alias

The name of your Data Connector server from IC Manager.

Enter the name that you gave the Data Connector server in Setting Up the Data Connector Server on page 58.For example:● SQL Server � Enter

DataServerMSSQL● Oracle � Enter DataServerOracle

Database server Host name of the machine that hosts your database server.

For SQL Server:● For the default database instance, enter

the host name. ● For another database instance, enter

<machine_name>/<database name>.For Oracle, enter the server alias from the tnsnames.ora file. For example, support_support.xyzcorp.com.



Database Name Name or schema of the CI Repository database. For example, repository.

You will be asked for the database name when you configure Web Management and install Operational Analyst.Note: Avaya recommends that you use repository to reduce the possibility of a migration impact.

Database Location SQL Server � Leave blank. Delete default entry, if present.Oracle � Enter the name of the default tablespace where objects are created, for example T_CI, in the Database Location text box.

The database location identifies the logical space where the named database is stored. Note: For Oracle, you must specify a database location. If you do not specify a location, the database uses the �system� space to define the database.

Database Size SQL Server � Leave blank. Delete default entry, if present.Oracle � Enter the number of bytes in the Database Size text box.

The size of the database location specifies the amount of space that the configured application database occupies.Note: For Oracle, you must specify a size for the database location. If you do not specify a size for the database location, and your DBMS does not specify a default database size, the database location can use all available space.

Log Location(SQL Server only)

Leave this field blank. For SQL Server only.Database-generated log files store cumulative transaction information. The RDBMS specifies a default location for the database log.

Log Size(SQL Server only)

Leave this field blank. For SQL Server only.The size of the location for database log files specifies the amount of space that the database-generated log files can occupy. The RDBMS specifies a default size for the database log.

Database home directory(Oracle only)

Enter the full directory path for the Oracle client on the machine that hosts the Data Connector server.

For Oracle only. For example, enter <oracle_install_dir>/opt/oracle/8.1.7

Temporary table location(Oracle only)

Enter the name of the tablespace, for example T_CI_TEMP.

For Oracle only. Temporary tables store database-generated intermediate sorting files and client session information for Oracle databases. If you do not specify a location for temporary tables, the location is specified by the database management system.




5. Select File > Save to save the ADL file. Do not close the file.

Configuring the CI Repository Connection Set

To configure the connection set for CI Repository:

1. In, Database Designer, expand DB Connection Sets and select DefaultDBConnectionSet in the tree pane.

2. Select Application from the Logical DB Connections list in the Connection Set Properties tab.

3. Make sure the properties are set as follows:

● Physical DB Connection � Select repositoryDBConnection● Primary � Do not check this box

● Use External Database � Check this box

● Database Name � Enter the name of your application database

This name must be the exact name that you will give your application database when you create it. For example, enter ccq.

4. Select Repository from the Logical DB Connections list.

5. Make sure the properties are set as follows:

● Physical DB Connection � Select repositoryDBConnection● Primary � Check this box


Creating the CI Repository Database

These steps perform the following:

● Create the schema that Avaya IC requires for CI Repository

● Seed CI Repository with the configuration data in the seed.cfg file.

You do not need to modify the CI Repository seed data. The seed data contains:

Temporary location(Oracle only)

Specify the number of bytes for the size of the tablespace that includes temporary tables.

For Oracle only. The size of the location for temporary tables in Oracle databases specifies the amount of space that the temporary tables can occupy. If you do not specify the amount of space to be allocated for temporary tables, the size is specified by the database management system.




● Property data � System configuration data for IC Manager and Avaya Agent.

● Initialization data � Default workgroup, queue, and tenant data for Web Management and Email Management. This data also includes templates you can use to create custom workgroups, queues, and tenants.

● Mapping data � Default mapping rules for the Report Server. These rules tell the server how to write data from retired EDUs to CI Repository.

To create the CI Repository database:

1. In Database Designer, select File > Database Administration.

2. Select defaultDBConnectionSet from the DB Connection Set list.

3. Set the following options:

● Configure � Select Configure● Import Seed Data � Check this box

● Login Id � Enter your IC Manager login ID

● Password � Enter your password

Do not use your DBA login ID and password.

4. Click Run to configure the database and import the seed data.

Database Designer pauses between configuring the database and importing the seed data.

5. Click Reconfigure.

6. Click Run.

You must reconfigure the database after you import the seed data to ensure that all database constraints are set correctly.

7. Click Close. Do not close the ADL file.

Generating the CI Repository ApplicationYou generate the CI Repository application to initialize the database with the ADL and version information, and to create the Repository data source.

To generate the CI Repository application:

1. In Database Designer, select File > Generate Windows Application.

2. Check the following boxes to load the files to the database:

● Messages

● IC Scripts

3. Select repository from the Name list.



4. Enter the path for the directory where you want Database Designer to store the application files.

For example, enter <install_dir>\IC60\apps.

If you do not know the directory path, click the Ellipsis (�) button and navigate to the directory.

5. From the DB Connection Set drop-down list, select defaultDBConnectionSet.You do not need to re-enter your IC Manager account and password.

6. Click OK.

Database Designer creates a new folder with the same name as the application in the target directory.

Generating the Report Wizard ApplicationYou use the Report Wizard to set mappings to retire EDUs to the CI Repository database. You must build the Report Wizard application to use or view data from EDUs.

Generate the Report Wizard application from the CI Repository ADL file.

To build the Report Wizard application:


2. Check and complete the following boxes in the Generate Windows Application dialog box:

● Messages● IC Scripts● Forms● Help � <install_dir>\IC60\help\ReportWizard\Reports.chm● Avaya Agent Layout � <install_dir>\IC60\design\QConsole\avaya_agent_<lang>.cdl

where <lang> represents the language used in your Report Wizard desktop. For example, if your Report Wizard desktop includes Avaya Agent in English, select avaya_agent_en.cdl. For more information about Avaya Agent layouts in non-English languages, see Configuring Avaya Agent for a non-English Language on page 374.

3. Select reportwizard from the Name drop-down list.

Do not select reportwizardsiebel unless your system includes an Avaya IC integration with a Siebel application.







6. Click OK.

Database Designer creates a new folder with the same name as the application in the target directory. This folder contains the Report Wizard ADL file.

Updating the Directory Server with CI RepositoryYou need to initialize the connection between the Directory server and CI Repository. Until this point in the configuration, your Avaya IC ORB environment obtained configuration information from the machine�s local hard drive. After you update the Directory server, the Avaya IC ORB environment obtains and stores configuration information in CI Repository.

To update the Directory server for CI Repository:

1. On the Server tab in IC Manager, double-click the Directory server.

2. Click the Directory tab.

3. Select the CI Repository data source from the IC Data Source drop-down list. Click OK.

4. Stop and start the Directory server.

5. When the Alarm Monitor indicates that the Directory server started properly, select Manager > Refresh.

If you do not receive a Success message, re-start the machine that hosts the Directory server and that host IC Manager, then repeat this step.

Note:Note: If you prefer to create and configure all databases at the same time, you can

also create and configure the other databases used by your Avaya IC system at this time. For the Dialer database used by Outbound Contact, see Configuring the Dialer Database on page 143. For the Operational Analyst databases, see the Operational Analyst Installation and Maintenance.

Creating the CCQ Database


Creating the CCQ DatabaseYou must create and seed the CCQ database to run all Avaya IC components and applications.

The CCQ database collects, stores, and manages:

● Customer-specific data, including contact information and customer history information

● Application data, including information about Web Management or CallCenterQ

To create the CCQ database, complete the steps in the following sections:

1. Modifying the Avaya Agent Layout on page 73.

2. Configuring Telephone Number Formats on page 74

3. Building the CCQ Database on page 76.

4. Generating the Interaction Center Application on page 80.

Modifying the Avaya Agent LayoutIf your system does not include Avaya Agent, do not perform this step. Go to Building the CCQ Database on page 76.

Avaya IC installs the default Avaya Agent layout in the following directory:

<install_dir>\IC60\design\QConsole\avaya_agent_<lang>.cdl

where <lang> represents the language used in your Report Wizard desktop. For example, if your Report Wizard desktop includes Avaya Agent in English, select avaya_agent_en.cdl. For more information about Avaya Agent layouts in non-English languages, see Configuring Avaya Agent for a non-English Language on page 374.

The default layout includes task lists for all media channels, including Telephony, Web Management, Email Management, and Outbound Contact. To customize the Avaya Agent layout for your contact center, see Avaya Agent Integrator�s Guide.



Configuring Telephone Number FormatsYou can configure the agent desktop applications to use a telephone format with more than 10 digits. After you configure the telephone number formats, the applications and the EDU viewer in Avaya Agent should be able to display all telephone numbers.

You must perform these steps if:

● Your Website will allow customers to request a call back from an agent.

● Your Avaya IC system includes Outbound Contact and your agents may need to dial international telephone numbers.

To configure the format for telephone numbers, perform the steps in the following sections:

1. Changing the Value of the CustomerLookupPhoneFormat Message on page 74.

2. Removing the Telephone Masks from the CallCenterQ Application on page 75.

3. Modifying the ScreenPop IC Script on page 75.

Note:Note: You also need to ensure that no workflows use a formatted telephone

number to look up customer records. For example, if your contact routing flows use a formatted telephone number, you need to remove the format from the Customer Lookup block.

Changing the Value of the CustomerLookupPhoneFormat Message

You must change the value of the CustomerLookupPhoneFormat message in the String Table for CallCenterQ. The QConsole_AddContact Script uses this value to format the search for a telephone number in the Customer table.

To set the string table message value:

1. On the machine that hosts Database Designer, select Start > Programs > Interaction Center 6.0 > Database Designer.

2. In Database Designer, select File > Open to open the CallCenterQ ADL file.

You can find this ADL file in <install_dir>\IC60\design\CallCenterQ\ccq.adl

If you have enabled Database Designer for localization, click OK and ignore the warning about the missing ALF file. Database Designer will automatically generate the ALF file when you save the ADL file. For more information, see Enabling Database Designer for Localization on page 372.

3. In the left pane, expand Components > String Table.

4. In the String Code Properties tab, scroll down to CustomerLookupPhoneFormat.

5. Click Edit.



6. In the String Table Item dialog box, perform the following steps:

a. Delete the (000)000-0000 entry from the Message Text field.

b. Enter 0 (zero) in the Message Text field.

c. Click OK.


Removing the Telephone Masks from the CallCenterQ Application

You also need to remove all telephone masks from the CallCenterQ application forms that include the telephone number field. The masks are stored in the database. If the data in the database does not match the mask, then Avaya IC cannot display the telephone data in the EDU viewer and other agent desktop applications.

After you remove the telephone masks, the application will not provide a pre-defined format for agents in your contact center when they enter telephone numbers.

The following example describes how to remove telephone masks from one field. Repeat these steps for all fields in your application that include telephone masks.

To remove a telephone mask from the application:

1. With the CallCenterQ ADL file still open, in the left pane of Database Designer:

a. Expand Components > Forms > Request.b. Click the Customer group below the Request form.

c. Click the CustomerPhone field below the Customer group.

2. In the Field Properties tab, select the Mask field and clear the entry.


Modifying the ScreenPop IC Script

You need to modify the ScreenPop IC Script to update the format of the telephone number in the screen pops.

To modify the ScreenPop IC Script:

1. With the CallCenterQ ADL file still open in Database Designer, select Edit > IC Scripts to open the Script Editor.

2. Select the ScreenPop IC Script from the list of scripts at the top of the Script Editor.

3. Scroll down the IC Script in the Edit pane and locate the following section:

Case MT_VOICECCQ_GROUP1 = "customer"CCQ_TABLE1 = "customer"CCQ_FIELD1 = "phone"sFormattedValue = Format(sTargetValue, "(###) ###-####")



4. Change the telephone number format in the last line of this section to a valid format that matches the format used in your contact center.

For more information about the Format command and valid telephone number formats, see IC Scripts VBA Scripting Reference.

5. Select File > Save to save the changes to the IC Script.

6. Close the Script Editor.

Building the CCQ DatabaseTo build the CCQ database, perform the steps in the following sections:

1. Configuring the CCQ Database Connection on page 76.

2. Configuring the CCQ Connection Set on page 78.

3. Creating the CCQ Database on page 79.

Configuring the CCQ Database Connection

To configure the CCQ database connection:

1. With the CallCenterQ ADL File open, expand Components > Physical DB Connections and select ccqDBConnection in the tree pane.

2. In the DB Connection Properties tab, complete the fields in the following table:




Display Time The display time setting specifies how DateTime data from the database is presented in the client application.

Select one of the following:● DBMSTIME � DateTime data is

displayed in database time, and is not adjusted to local time

● LOCALTIME � DateTime data is adjusted to local time on the client

● HOSTTIME � DateTime data is adjusted to the local host time, adjusting also for small differences between system clocks







Enter the name that you gave the Data Connector server in Setting Up the Data Connector Server on page 58.For example:● SQL Server � Enter

DataServerMSSQL● Oracle � Enter DataServerOracle


For SQL Server:● For the default database instance, enter

the host name. ● For another database instance, enter

<machine_name>/<database_name>.For Oracle, enter the server alias from the tnsnames.ora file. For example, support_support.xyzcorp.com.

Database Name Name or schema of the CCQ database. For example, ccq.

You will be asked to enter this database name when you configure Web Management. Note: You must use the name that you entered in the database connection set for the CI Repository database.

Database Location SQL Server � Leave blank. Delete default entry, if present.Oracle � Enter the name of the default tablespace where objects are created, for example T_CCQ, in the Database Location text box.

The database location identifies the logical space where the named database is stored. For Oracle, if you do not specify a database location, the database uses the �system� space to define the database.


The size of the database location specifies the amount of space that the configured application database occupies.For Oracle, if you do not specify a size for the database location, and your DBMS does not specify a default database size, the database location can use all available space.







Configuring the CCQ Connection Set

To configure the CCQ connection set:

1. In Database Designer, expand DB Connection Sets and select DefaultDBConnectionSet in the tree pane.

2. Select CallCenterQ from the Logical DB Connections list in the Connection Set Properties tab and make sure the properties are set as follows:

● Physical DB Connection � Select ccqDBConnection● Primary � Check this box

3. Select Repository from the Logical DB Connections list and make sure the properties are set as follows:

● Physical DB Connection � Select ccqDBConnection● Primary � Do not check this box




Enter the following in the Database Home text box: $ORACLE_HOME value, for example opt/oracle/8.1.7

For Oracle only. The database home directory identifies the directory path of the installed database management system.


Enter the name of the tablespace, for example T_CCQ_TEMP.

For Oracle only. Temporary tables store database-generated intermediate sorting files and client session information for Oracle databases. If you do not specify a location for temporary tables, the location is specified by the database management system.








● Database Name � Enter the name of your CI Repository database

This name must be the exact name of your CI Repository database. For example, enter repository.

4. If your Avaya IC system includes Outbound Contact, select Dialer from the Logical DB Connections list and make sure the properties are set as follows:

● Physical DB Connection � Select ccqDBConnection● Primary � Do not check this box


● Database Name � Enter the name of your Dialer database

This name must be the exact name of your Dialer database. For example, enter dialer.



These steps create the schema for the CCQ database, and seed the database with the configuration data in the seed.cfg file. You do not need to modify the seed file.

The seed data contains system data for the Web Management servers and Web Self-Service. You must seed the CCQ database with this data if your system includes Web Management and Email Management.

To create the CCQ database:

1. Select File > Database Administration.

2. Select DefaultDBConnectionSet from the DB Connection Set list.



You do not need to re-enter your IC Manager account and password.

4. Click Run to configure the database.

Database Designer pauses between configuring the database and importing the seed data.


6. Click Run.


7. Click Close. Do not close the ADL file.



Generating the Interaction Center ApplicationYou generate the Interaction Center application to initialize the database with the ADL and version information, and to create the Interaction Center data source

You also can use these instructions to generate all Business Applications, including CallCenterQ and CustomerQ.

If you are configuring a localized version of Avaya IC (IC 6.0i), you must import the localized seed data after you perform this step. For more information, see Importing Localized Seed Data on page 376.

To generate the Interaction Center application:


2. Check the following boxes to load the files to the database:

● Messages● IC Scripts● Forms

3. If your Avaya IC system does not include a Business Application, check the following boxes and enter the directory path and file name:

● Help � <install_dir>\IC60\help\AvayaAgent\agent.chm

● Avaya Agent Layout � <install_dir>\IC60\design\QConsole\avaya_agent_en.cdl

● EDU Layout � <install_dir>\Avaya\IC60\design\QConsole\eduviewer_en_US.xsl

Note:Note: If your Avaya IC system includes a language other than English, select the

appropriate layouts for Avaya Agent and the EDU.

4. Select interaction_center from the Name list.





Creating Business Applications


7. Click OK.

Database Designer creates a new folder with the same name as the application in the target directory. This folder contains the Interaction Center ADL files.

8. Select File > Exit to close Database Designer if you do not need to create a Business Application.

Creating Business ApplicationsAll Avaya IC implementations require a CI Repository database, a CallCenterQ database, and an Interaction Center data source. If your Avaya IC configuration includes a Business Application, you also need to generate one or more of the following applications:

To create a database or generate an application for a Business Application, follow the directions in the following sections of Creating the CCQ Database. Substitute the appropriate names and locations for the CCQ-specific information.

1. For the localized version of CallCenterQ only, Enabling Database Designer for Localization on page 372.

2. Building the CCQ Database on page 76.

3. Generating the Interaction Center Application on page 80.

4. For the localized version of CallCenterQ only, Configuring Avaya Agent for Multiple Languages on page 376.

5. For the localized version of CallCenterQ only, Importing Localized Seed Data on page 376.

Application ADL File Action Required

CallCenterQ <install_dir>\IC60\design\CallCenterQ\ccq.adl

Generate the desired CallCenterQ application. For example, generate ccq_request or ccq_contact.

CustomerQ <install_dir>\IC60\design\CustomerQ\custq.adl

Create a CustomerQ database and generate a CustomerQ application.

HRQ <install_dir>\IC60\design\hrq\hrq.adl

Create an HRQ database and generate an HRQ application



When you generate a business application, you must include the help file for that application. You can find the help files in the following directories:

● CallCenterQ � <install_dir>\IC60\help\CallCenterQ\ccq.chm

● CustomerQ � <install_dir>\IC60\help\CustomerQ\custq.chm

● HRQ � <install_dir>\IC60\help\Hrq\hrq.chm

For more information about creating databases and generating applications for Business Applications, see Database Designer Application Reference.

Using Avaya IC DomainsYour Avaya IC should include a minimum of two domains: a server domain and a User domain. You can create multiple Avaya IC domains for your servers and agents to increase performance and allow Avaya IC to handle higher contact rates. For example, you can create a Voice domain for the servers used for Telephony.

Avaya IC domains can span server machines at different locations and multiple domains can share the same server machine. A failover order is associated with each domain. The failover order defines how the members of a domain will failover to servers in other domains. If a server in one domain becomes unavailable, the requests to that server are routed to a server in the failover domain.

Tip:Tip: Plan your failover policy carefully. If you specify a failover domain at a

remote site, you need to be sure that you have a high-bandwidth connection between the two sites or system performance will be adversely affected.

You can also assign agents to domains. Typically, you should divide your agents between two domains. If you configure the failover of each User domain to the other domain, then you will have a minimum amount of interruption if a Blender server or agent Workflow server fails.

While you are deciding on the domains you need in your Avaya IC environment, consider the following guidelines:

● Use logical names that include identifying information, such as the site, the media channel, or the agent workgroup.

● Install an ORB server, Alarm server, and Directory server in each domain or in an associated failover domain. If these servers do not exist, then Avaya Agent cannot function correctly.

Using Avaya IC Domains


● Associate agents and servers in only one domain. If you add an agent or server to a second domain, IC Manager automatically deletes that agent or server from the first domain.

● Do not associate multiple servers of the same type with the same domain, with the possible exception of the ORB server. You can have multiple ORB servers in the same domain if those servers reside on different machines.

For examples of how you can divide your Avaya IC servers between domains, see Setting Up the Data Connector Server on page 58 and IC Installation Prerequisites Guide. For more information about domains, see IC Administration Volume 1: Servers & Domains.

To use domains, perform the steps in the following sections:

1. Creating Domains on page 83.

2. Establishing the Failover Order for Domains on page 84.

Creating DomainsThe Avaya IC installation creates a domain named Default and places an instance of each of the Avaya IC primary servers in that domain. You can add as many domains as you need to handle your agent and server combinations.

In a simple Avaya IC system, you can use the Default domain for your servers. However, you must create at least one User domain.

! CAUTION:CAUTION: Avaya IC requires the Default domain. You can create additional domains

for your contact center, but you CANNOT delete the Default domain.

To create a domain:

1. Click Domain on the IC Manager toolbar.

2. Select Servers in the Items box at the top of the Domain Manager.

3. Select Default in the left pane.

The Members pane of the Domain Manager displays the servers in the Default domain.

4. Click New.

5. Enter the name of the new domain.

The domain name can have a maximum of 32 characters or underscores, starting with an alphabetic character. It cannot have spaces. Use an underscore, if necessary.

6. Click OK to create the domain.

IC Manager displays the new domain name under All Domains on the left pane of the Domain Manager.



Establishing the Failover Order for DomainsIf a server becomes unavailable, failover redirects all requests from the clients of the unavailable server to an alternative server in a failover domain. A server�s client can be an agent desktop application or another server.

A client or server logs in to the IC system by invoking a DS.Login request. At the time that this request is invoked, there is no information available to identify the group of the client or domain of the server making the request. Avaya IC components assume that the requester is in the Default domain.

While membership in a domain determines how the domain members communicate to servers, it also defines how failover is performed. We strongly recommend that you take the time to pre-plan your server failover strategy before proceeding.

You must ensure that your failover plan follows the deployment guidelines, including:

User domain failover � If your User domain does not include a secondary ORB server, this domain must failover to a domain that includes an ORB server, such as the Default domain.

Data Connector server failover � When an agent logs in, Avaya IC cannot determine that agent�s assigned domain until after the login request succeeds. Therefore, during the login process, Avaya IC components assume that all agents belong to the Default domain. To ensure that the Data Connector servers handling login requests failover correctly, these servers must include the Default domain in their server group.

Email server failover � The domain that includes your ICEmail server must failover to the domain that includes your WebACD server.

WebACD server failover � The domain that includes your WebACD server must failover to the domain that includes your ICEmail server.

For more suggestions on how to plan your failover strategy, see the deployment scenarios in IC Installation Prerequisites Guide. You can also establish failover order on a server-by-server basis. For more information, see IC Administration Volume 1: Servers & Domains.

To establish the failover order for a domain:

1. In the Domain Manager, select Servers in the Items box.

2. Click on the name of the domain for which you want to establish failover.

3. In the right pane, click the Failover tab.

4. Select the failover domain from the list in the Available pane.

Setting Up Administrative Accounts


5. Click Add to move the backup domain into the Members pane.

You can specify multiple domains to be used for failover. Avaya IC uses these failover domains in the order specified. Use the up-arrow and down-arrow buttons located above the Members list to rearrange failover order. Do not move a failover domain above the primary domain.

6. Click OK to assign the servers in the domain for failover.

Setting Up Administrative AccountsAvaya IC requires two types of administrative accounts:

Non-human users � These administrative accounts are reserved for non-human Avaya IC users, such as servers and IVRs. For guidelines, see Using Administrative Accounts for Non-Human Users on page 85.

Human users � These administrative accounts are reserved for human Avaya IC users, such as supervisors and managers. For guidelines, see Using Administrative Accounts for Human Users on page 86.

Using Administrative Accounts for Non-Human UsersSome Avaya IC components, such as the Configuration Tool and some servers, require administrative accounts. These accounts should not be used by a human Avaya IC user. Do not change the password for these accounts.

These administrative accounts are non-human accounts for Avaya IC components only. You do not need to create these accounts in a User domain. When you create an administrative account for an Avaya IC server or component, such as Outbound Contact or the ICM server, the account must be in one of the following domains:

● The same domain as the component that uses the account

OR● A domain in a failover path from the domain of the component



The following table describes the minimum number of administrative accounts your Avaya IC system requires for non-human Avaya IC users:

Using Administrative Accounts for Human UsersAll human Avaya IC users who require administrative privileges, such as access to IC Manager and other Design & Administration Tools, require administrative accounts. These accounts should not be used by a non-human Avaya IC user. You should require that the Avaya IC user regularly change the password for these accounts.

When you create an administrative account for a human Avaya IC user, the account must be in a User domain. You can create an administration domain that is restricted to administrative accounts for human users.

Account Component Description

Administrative accounts

Avaya IC servers Create an administrative account in:● The same domain as the component that

uses the accountOR● A domain in a failover path from the

domain of the componentNote: Do not use the Admin account that you used to log in to IC Manager.

Database access account

Configuration Tool and Avaya IC servers

A database access account (login: db, password: dbaccess) is created by the seed data. If you choose to use this account, change the password before you assign the account to a server to ensure security.

ICM account ICM Bridge This account must have Operator privileges and must be in one of the following Avaya IC domains:● The same domain as the WebACD server ● In a failover path for the domain that

includes the WebACD serverYou must also include a Workflow server in the same domain as the ICM account.This account is the IC Login account that you enter when you configure the Attribute server. For more information, see Creating the Attribute Server on page 170.Note: If you create a web domain for Avaya IC with a Workflow server dedicated to web contacts, then you must ensure that the ICM account is also in that web domain.

Setting Up Administrative Accounts


Creating Administrative AccountsYou must create the domain for the administrative accounts before you perform these steps.

You may want to create a temporary administrative account in the User domain that can communicate with the parent directory server. This account is useful if you have a problem with the configuration of one or more domain. After you configure a temporary account, log in to IC Manager and confirm that you can use this account for administrative access.

To create administrative accounts:

1. In IC Manager, click the Agent tab.

2. Click Administrator in the left pane.

If Administrator is not visible in the left pane, select Manager > Refresh to update the information that is available in IC Manager.

3. Select Agent > New.

4. Click the General tab and complete the following fields:

Field Description

First Name Required fieldEnter agent�s first name.

Last Name Required fieldEnter agent�s last name.

Preferred Name Required fieldEnter agent�s preferred name.

Employee ID Enter the agent�s company employee ID (optional).

Login ID Required fieldEnter a login ID that the agent uses for all Avaya IC applications.

Domain Required fieldSelect the appropriate domain from the list.

Task Load Required fieldSet to 0.



5. Click the Security tab and complete the fields in the following table:

6. Click Apply.

7. Click OK.

Using System and Sample WorkflowsWhen you install Workflow Designer, you also install system and sample workflows. Avaya IC installs the sample workflows and related projects in different subdirectories. When you create your databases,

Avaya IC provides workflows in the following projects:

● System workflows:

� Sys_AgentSearch � Required for all systems to run components such as the Unified Agent Directory

� Sys_Transfer � Required for all systems

Task Ceiling Required field.Set to 0.

Site Select a site from the drop-down list.Note: Avaya IC uses the Site to compile statistics for groups or agents or queues.

Field Recommended Entry

Password Enter the password for this account.

Confirm Re-enter the password for this account.

Force password change on login

Perform one of the following:● Check this field for human Avaya IC users● Do not check this field for non-human Avaya IC

users

Disable login Do not check this field.

Administrator Check this field.Note: Do not check any of the other roles.

Field Description

Using System and Sample Workflows


� WebRouting � Required for all installations that include Web Management or Email Management

� WebCenter � Required for all installations that include Web Management and Scheduled Calls

� DocGen � Required for systems that include Letter Generator

● Sample workflows:

� Blender � Required for all installations

� ICEmail � Required for installations that include Email Management

� Prompter � Required for installations that include Prompter

� TS � Required for all installations that include Telephony or Internet Voice Chat

� WACD � Required for all installations that include Web Management or Email Management

� IVChat � Required for systems that include Voice Chat

For a complete list of the workflows in these projects, including the directories where Avaya IC installs the workflows, see Sample Workflows on page 387.

The Avaya IC seed data includes compiled system and sample workflows for all projects except the TS project. When you created the CCQ database, you imported the compiled workflows with the seed data and stored them in the database.

You can use the sample workflows to set up and test your Avaya IC system. When you test your system, review the settings of the sample workflows for the media channels and components in your Avaya IC system. You can customize these workflows to meet the business requirements of your contact center. For example, the Email Analysis flows in the ICEmail project contain three sample routing hints for testing purposes. You must review and change these properties to routing hints that meet your contact center�s needs.

After you customize the sample workflows, you must recompile the workflows and load them in the database. For more information, see Avaya Workflow Designer Guide.



Configuring Core ServersThe Avaya IC installation program automatically created and installed some of the core servers when you started the primary servers (see Starting the Primary Servers on page 44). Now that you have loaded the workflows, you need to update the configuration for some of these servers, and create other core servers.

! CAUTION:CAUTION: Solaris runs the HTT Input Method Server (htt_server) on port 9010 by

default. On non-English Solaris machines, this port assignment creates a conflict with any Avaya IC server that you configure to run on port 9010. To avoid the conflict, you can update htt_server to use a different port, or not assign an Avaya IC server to port 9010. In a typical installation, with the primary ORB server on port 9001, IC Manager automatically assigns port 9010 to the Report server.

Use caution if you modify server configuration parameters. Errors can seriously impact the performance of your Avaya IC system.

Note:Note: After you add and configure a server in IC Manager, you must stop and

restart the server for the settings to take effect. Do not check the Auto start option until you successfully add and configure the servers and start them manually. After you start the servers, you can check the Auto start option for each server.

All components of Avaya IC require the following core servers:

ORB server � Oversees and starts other servers. You must install and run an ORB server on any host machine that runs Avaya IC servers. This server is also known as the Object Request Broker server.

You must install an ORB server on all machines that host Avaya IC servers. If your Avaya IC system includes multiple server machines, install a secondary ORB server on each of the secondary machines.

Data Connector server � Provides access to your database server for all Avaya IC applications and users. The Data Connector server is specific to the type of database you use in your Avaya IC system. All Avaya IC server and client applications use the Data Connector server to communicate with your database. The Data Connector server uses the Avaya IC account for each component or user to link the Avaya IC components and the database server.

All Data Connector servers support connection pooling.

Configuring Core Servers


ADU server � Holds up-to-date information on all active agent and queue data units (ADUs) in the Avaya IC system. This server is also known as the Agent Data Unit server.

Alarm server � Receives and propagates alarms to interested client applications. This server notifies interested clients of problems.

Blender server � Controls agent availability across the different channel types and monitors ADU change events. You can configure this server to runs blender flows when any agent state changes. You can also configure this server to raise alarms or run flows when agent or queue ADUs exceed their thresholds.

Directory server � Looks up agent, workgroup, queue, tenant, and server configuration information for other servers in the Avaya IC system. IC Manager uses this server for administrative purposes.

DUStore server � Serves as the backup store for the data unit servers (ADU server and EDU server). Allows idle data units be pushed out of memory and into the data store so that active data units can use the available memory. This server provides back up in cases of failure recovery, because it allows data units to persist across server shutdowns. You must install this server when you use the ADU and EDU servers. This server is also known as the Data Unit persistent Store server.

EDU server � Maintains all active Electronic Data Units (EDUs). Each EDU represents a chat, email, or voice contact in the Avaya IC system. All media channel servers and client applications use this server to track and update contact information. This server is also known as the Electronic Data Unit server.

You must create an EDU server for each of the following media channels in your Avaya IC system:

● Chat● Email● Voice

HTTP Connector server � Allows Avaya IC server requests to be made as HTTP requests and serves Prompter pages. This server also handles customer account management and authentication for Web Self-Service. This server is a generic HTTP interface server.

Report server � Records data unit information for the EDU and ADU servers to record data unit information. The reporting tools use this information to generate historical reports. When Avaya IC terminates an EDU or ADU, the data unit is passed to the Report Server. This server may run mapping rules to convert an EDU into the appropriate format for reporting. The Report Server writes its information into the CI Repository database.



Workflow server � Processes workflows that route contacts and implement business rules. The Workflow server can handle specific tasks, such as media routing, agent blending, agent scripts, letter generation, and generic business logic. Workflows can be run by direct invocation or as a result of receiving events from another server.

You can distribute these responsibilities across multiple Workflow servers to maximize performance and response from the server. For example, if your Avaya IC system includes multiple server machines, you can install secondary Workflow servers dedicated to specific media contacts on the secondary machines.

You have already created and configured some of these servers. Before you configure media channels and media-specific servers, perform the steps in the following sections to configure the remaining core servers:

● Updating the ADU Server on page 92

● Updating the DUStore Server on page 96

● Creating an EDU Server on page 96

● Creating the Report Server on page 98

● Updating the Workflow Server on page 99

● Updating the Blender Server on page 101

● Creating the HTTP Connector Server on page 102

● Starting and Stopping Servers on page 105

These sections only contain information about required server parameters. For more detailed information, see IC Administration Volume 1: Servers & Domains.

Note:Note: Do not start any of your core servers until you have configured all core

servers. To ensure that you start the servers in the correct order, follow the instructions in Starting and Stopping Servers on page 105.

Updating the ADU ServerThe Avaya IC installation program automatically adds an ADU server in the Default domain.

All agent and human administrative accounts should be in separate User domains. Therefore, after you change the domains of the Administrative accounts, as described in Setting Up Administrative Accounts on page 85, you must create ADU servers in each domain that includes agents, then delete the ADU server in the Default domain.

To update the ADU server, perform the steps in the following sections:

1. Creating an ADU Server on page 93.

2. Configuring Server Groups for ADU Servers in Non-User Domains on page 94.



3. Changing the Domain of the IC Manager Account on page 95.

4. Deleting the ADU Server in the Default Domain on page 95.

Creating an ADU Server

If your Avaya IC system includes more than one User domain, create an ADU server in each User domain.

Note:Note: An ADU server must be able to communicate directly with the parent

Directory server. (For more information about the parent Directory server, see Creating a Secondary Directory Server on page 52.)

To create an ADU server:

1. In IC Manager, select Server > New.

2. Select ADU from the list of servers.

3. Click OK.

4. Click the General tab, and complete the fields in the following table:

5. Click the ADU tab.

6. In the Idle Time (min) field, make sure that the number of minutes entered in this field is greater than the length of a typical agent�s shift.

For example, if an agent in your contact center typically works a nine hour shift (including lunch), enter 540 in the Idle Time (min) field.

7. Click OK to save your configuration settings.


Name ADU_<domain> Include the domain in the ADU server name to identify the ADU server in the list of servers. For example, for an ADU server in the UsersA domain, enter ADU_UsersA.


For example, select UsersA from the drop-down list if the machine is in the UsersA domain.





Configuring Server Groups for ADU Servers in Non-User Domains

Normal failover paths may result in an agent ADU entry being created in the ADU server that the Telephony server and WebACD server use for queue ADU entries. The Event Collector server does not monitor this �channel ADU server�. Therefore Operational Analyst cannot report on the failed-over agents.

To ensure that agent accounts never failover to an ADU server in a non-User domain, configure all ADU servers in non-User domains to accept only failover requests from other ADU servers in non-User domains.

Server groups for a Voice domain should typically have a higher priority than other media domains. For example, if you want to set the server groups for an ADU server in an Avaya IC system with a Voice domain, a Web domain, and an Email domain, add the following:

● Voice � Priority Value = 1

● Web � Priority Value = 2

● Email � Priority Value = 2

Tip:Tip: InIC Manager, the New button that you use to add new items, such as new

records to a table or new properties to a server or agent, is on the toolbar. The following figure shows the New button.

To configure server groups for an ADU server in a non-User domain:

1. In the Server tab of IC Manager, double-click the ADU server in the list of servers.

2. Click the Advanced tab.

3. Click the Ellipsis (�) button next to Server Groups.

4. In the Server Groups dialog box, click New.

5. In the CTI Type Editor dialog box:

a. In the Name field, enter the domain name of the servers that you want to failover to this ADU server.

b. In the Value field, enter one of the following numbers to identify the priority of the domain:

● 1 � Higher priority domain (for example, a Voice domain)

● 2 � Lower priority domain (for example, a Web or Email domain)

c. Click OK.

Repeat these steps for each media domain that needs to failover to this ADU server.

6. In the Server Groups dialog box, click OK.

7. Click Apply. Click OK.



Changing the Domain of the IC Manager Account

After you create an ADU server for the User domain, you need to move the Admin account that you use to log in to IC Manager to the User domain. If you use a different account to log in to IC Manager, you must move that account to the User domain.

You can create additional administrative accounts to enable your contact center administrators to access IC Manager. For more information, see Creating Test Agent Accounts on page 276. Do not allow a human administrator to use an administrative account used by Avaya IC servers.

To change the domain of the IC Manager account:



3. Double-click the Admin account in the list of agents.


5. Select a User domain from the Domain drop-down list in the Membership Information group.

6. Click Apply.

7. Click OK.

Deleting the ADU Server in the Default Domain

To delete the ADU server:

1. In the Server tab of IC Manager, click the ADU server in the Default domain.

2. Stop the ADU server.

3. After the ADU server successfully stops, right-click the ADU server and select Delete.



Updating the DUStore ServerThe Avaya IC installation program automatically adds this server.

To update the DUStore server:

1. In IC Manager, double-click the DUStore server in the list of servers.

2. Click the DUStore tab and complete the fields in the following table.


Creating an EDU ServerThe Avaya IC installation program does not automatically add this server.

Note:Note: Web Management and Email Management support only one EDU server

per Avaya IC domain. If your Avaya IC system includes multiple EDU servers to process chat and email contacts, you must create these EDU servers in different Avaya IC domains.


IC Data Source Select the IC Data Source for the CI Repository database.

Default deletion age (Days)

Enter 60 for the number of days.

The number of days that Avaya IC holds an EDU in the absence of other information. After this period, the DUStore deletes the EDU.

Deleted per scan Enter 1000. The number of EDUs that the DUStore deletes when it scans the system for expired EDUs.

Scan Interval (min)

Enter 15. The period of time, in minutes, that the server scans for expired EDUs.

Purge Alarm Check this box. Raises an alarm if a delete scan finds any EDUs that meet the criteria for deletion.



You must create at least one EDU server for each media type in your Avaya IC system. For example, if your Avaya IC system includes Telephony, Web Management, and Email Management, create the following EDU servers:

● VoiceEDUServer in a Voice domain

● WebEDUServer in a WebEDU domain

● EmailEDUServer in an EmailEDU domain

To create the EDU server:

1. Select Server > New in IC Manager.

2. Select EDU from the list of servers. Click OK.

3. In the Initialize EDU dialog box, select the media type from the drop-down list. Click OK.


5. Click the EDU tab and review the default settings.

You can use the default settings for the EDU server to get your system up and running. For more detailed information about these parameters and how to customize them for your system, see IC Administration Volume 1: Servers & Domains.

6. For an email EDU server only, click the Persistence tab, and check the Enable Persistence box.



Name <media>EDUServer For example, if you need to create an EDU server for voice media, enter VoiceEDUServer







Creating the Report ServerThe Report server writes values from EDUs to the CI Repository database. Operational Analyst uses these values to generate historical reports.

The Report server maps the EDU values to database fields. The server uses field expressions from the fieldexpressions table in CI Repository. You loaded the creation rules and field expressions in the database when you imported seed data to the CI Repository database (see Creating the CI Repository Database on page 69).

If you set the Server Trace Level field on the Debug tab to 10, the Report server saves text files with information about each EDU in the <install_dir>\IC60\temp directory. The Report server names these text files <eduid>.txt.

Avaya IC does not automatically delete these files. You must manually delete them when they are no longer needed for debugging. If you do not reset the Server Trace Level, the files will continue to accumulate in the <install_dir>\IC60\temp directory.

The Avaya IC installation program does not automatically add this server.

To create the Report server:


2. Select Report from the list of servers. Click OK.



Name ReportServer







4. Select the Report tab, and complete the fields in the following table:


Updating the Workflow ServerThe Avaya IC installation program automatically adds a system Workflow server. The name of this Workflow server is WorkFlow_System. You need to update the Workflow server to ensure that your Avaya IC system functions correctly.

To update the Workflow server, perform the steps in the following sections:

1. Configuring the System Workflow Server on page 99.

2. Configuring Multiple Workflow Servers on page 100.

3. Completing the Workflow Server Configuration on page 101.

Configuring the System Workflow Server

To configure the system Workflow server:

1. Double-click the Workflow server in IC Manager.

2. Click the Workflow tab.

3. From the IC Data Source drop-down list, select the Interaction Center Data Source.

The default name for this data source is interaction_center. This is the data source that you created in Generating the Interaction Center Application on page 80.

You can use the default settings for the Workflow server to get your system up and running. For more detailed information about these parameters and how to customize them for your system, see IC Administration Volume 1: Servers & Domains.



IC Data Source Select the IC Data Source for the CI Repository database.

For example, if you used the default name for the CI Repository application, the data source name is repository.



Configuring Multiple Workflow Servers

If your Avaya IC system includes Letter Generator, you must configure a separate Workflow server to run Letter Generator workflows. You need a separate workflow server, because Letter Generator workflows use a different data source to access the database than the other workflows.

For a large Avaya IC system that has a high contact delivery rate and that hosts servers across multiple machines, you can distribute the workflow responsibilities across multiple Workflow servers to maximize performance and response.

For example, you can set up the following workflow servers to process contacts in the different media channels and to handle the different agent-related tasks:

Agent Search and Transfer Workflow server � Runs agent search and transfer workflows for the Unified Agent Directory. This workflow server is typically the system Workflow server.

Web Workflow server � Runs web contact routing workflows to process incoming chat contacts, and runs the Voice Chat workflow.

Email Workflow server � Runs email contact routing workflows and email analysis workflows to process incoming and outbound email contacts.

Voice Workflow server � Runs voice contact routing workflows to process incoming and outbound voice contacts, and runs the Incoming Voice Chat workflow.

Agent Prompting Workflow server � Runs Prompter workflows for agent scripts.

Letter Generator Workflow server � Runs the workflows and processes tasks for Letter Generator.

Note:Note: The Letter Generator Workflow server shares the same Windows temp file

as the JRun server used by Letter Generator. You must install the Workflow server and the JRun server used by Letter Generator on the same physical machine.



Completing the Workflow Server Configuration

For the Agent Prompting Workflow server, you do not need to perform additional steps to configure the Workflow server. You must configure your agent desktop and your agents for Prompter and wrapup functionality. A sample Prompter workflow is included in the seed data. This sample workflow is only intended to help you test Prompter and agent wrapup. For information about how to create and modify Prompter workflows, see Avaya Workflow Designer Guide.

You will complete the configuration of the Workflow server when you configure the media channels in your Avaya IC system. You do not need to perform these steps at this point in your installation and configuration.

Updating the Blender ServerThe Blender server controls agent availability across the different channel types and monitors ADU change events. For more information about the Blender Server, see Avaya Workflow Designer Guide.

The Blender server depends on the Workflow server. Therefore, you cannot configure the Blender server if you have not already performed the steps in Updating the Workflow Server on page 99.

The Avaya IC installation program automatically adds this server.

To update the Blender Server:

1. Double-click the Blender server in IC Manager.

2. Click the Blender tab, and complete the fields in the following table:


WorkFlow Server Select the Workflow server used by this Blender server from the drop-down list.

If you only have one Workflow server and one Blender server, select Workflow_system.If your configuration includes multiple Workflow and Blender servers, select the Workflow server that you created to work with this Blender server.

Flowset Enter the name of the flow project that contains the Blender flows.

The default name is blender.

Initialization Flow Enter the name of the flow that initializes the Blender server.

Default name is initialization.




Creating the HTTP Connector ServerThe Avaya IC installation program does not automatically add this server.

To create the HTTP Connector server:


2. Select HTTP Connector from the list of servers. Click OK.


Initialization Data Name

You can leave this field blank. Optional field. The initialization data name contains values to be added to indata when InitRule is run. InitRule has an indata Event and outdata Event that fill in indata with a string (InitName) and seqcouple (InitData).

Initialization Data You can leave this field blank. Optional field.The name to add to indata when InitRule is run.

Client Login Flow Enter the name of the Client Login flow.

Default name is clientlogin.



Name HTTPConnectorServer







4. Select the HTTP Connector tab and complete the fields in the following table.


IC Data Source Select the Interaction Center Data Source.

interaction_center is the default name for this data source.You created this data source in Generating the Interaction Center Application on page 80.

Workflow Server Select the Workflow server for the HTTP Connector server.

If you have multiple Workflow servers in your system, select the server that processes Prompter flows.

Doc Directory Accept the default or enter a new directory path.

The directory where the server looks for documents to serve to agent applications.If the directory is a subdirectory of Avaya\IC60\, you do not need to enter that part of the directory path.

Start Page Accept the default or enter a new file name.

The name of the file that the Prompter serves when a client asks for a director.

HTTP Port Enter 9170 for default port. The server uses this port for HTTP requests.You can change this port, if necessary.

HTTP Timeout (sec)

Enter the number of seconds that the server should wait for an HTML page before the Web browser times out.

The default is 60 seconds.

HTTP Timeout Page

Accept the default or enter a new HTML page name.

The default is http_timeout.htm.

CTI Timeout (sec)

Enter the number of seconds that an agent has to complete and return the page.

The default is 600 seconds.




CTI Timeout Page

Enter the name of the HTML page sent when an HTTP request times out.

The default is cti_timeout_en_US.htm. If your Avaya IC system uses a different locale, change this value as follows: ● cti_timeout_de_DE.htm● cti_timeout_es_CO.htm● cti_timeout_fr_FR.htm● cti_timeout_it_IT.htm● cti_timeout_ja_JP.htm● cti_timeout_ko_KR.htm● cti_timeout_pt_BR.htm● cti_timeout_zh_CN.htm● cti_timeout_th_TH.htm

Generic Error Page

Enter the name of the HTML page sent to the client when an error occurs.

The default is generic_error_en_US.htm.If your Avaya IC system uses a different locale, change this value as follows: ● generic_error_de_DE.htm● generic_error_es_CO.htm● generic_error_fr_FR.htm● generic_error_it_IT.htm● generic_error_ja_JP.htm● generic_error_ko_KR.htm● generic_error_pt_BR.htm● generic_error_zh_CN.htm● generic_error_th_TH.htm

Access Log File Enter the file that contains access information.

The default is access.log.

Error File Name Enter the name of the file in which errors should be recorded.

The default is WebChannel.errors.

Error Directory Enter the directory in which errors should be recorded.

The default is pages\errors.


Starting and Stopping Servers


Configuring the HTTP Connector Server for Thai Language Support

If your Avaya IC system requires Thai language support, you need to configure the HTTP Connector server to support Thai.

To configure the HTTP Connector server for Thai language support:

1. In IC Manager, double-click the HTTP Connector server in the list of servers.

2. Click the Configuration tab.

3. Click New and complete the following fields in the CTI Type Editor dialog box:

● Name � charsetmap

● Value � windows-874:cp874

Note:Note: If the Configuration tab already includes a charsetmap parameter, double-

click that parameter and add the following at the end of the Value field: ;windows-874:cp874

4. Click OK in the CTI Type Editor dialog box.


6. Stop and restart the HTTPConnector server.

Starting and Stopping ServersAfter you add and configure the servers, you can modify the server configuration in IC Manager. However, if you modify multiple servers, you must start and stop the servers in a specific order. Dependencies between the servers determine the order. If you start and stop the servers in the wrong order, your Avaya IC system may lose data or encounter other problems. For more specific details, see IC Administration Volume 1: Servers & Domains.

! CAUTION:CAUTION: Never stop the DUStore server before you stop the EDU server. If you stop

the DUStore server first, you may lose EDU data. Always stop these servers in the following order:

1. EDU server.2. DUStore server.3. Report server.



Determining Server DependenciesBefore you start or stop Avaya IC servers, you must determine all dependencies between servers that require you to start or stop them in a specific order. For example, if you stop the DUStore server before the EDU server or ADU server, the EDU and ADU servers cannot transfer their data units to a server, and you may lose that information.

We have grouped the Avaya IC servers into categories. Within each category, you must start and stop servers in the order that they are listed in the following sections:

● Server Startup Order on page 106

● Server Shutdown Order on page 107

Server Startup Order

You must start the servers in the order set out in the following table:

Server Category Server Name

Core Engine servers ORB server (required by all other servers)Alarm serverData Connector serversDirectory serverLicense server

Database Access servers DUStore server

Reporting Services Event Collector server Report server

DU (Data Unit) servers Agent Data Unit (ADU) serverElectronic Data Unit (EDU) server



Server Shutdown Order

You must shut down the servers in the order set out in the following table:

Connector servers:

for Web Management

for Email

for Telephony

WebACDAttributeComHubPaging

IC Email server (requires the WebACD server)CAServerCAAdmin serverNotification server

Telephony and TSQS servers (all switches, all protocols) Predictive Dialing Kernel (for Outbound Contact)SoftDialer ServerVOX server

Business Logic servers Workflow serverBlender server

Web and Support Servers HTTP Connector serverWebQWebQ Router



Web and Support Servers WebQ RouterWebQHTTP Connector server

Business Logic servers Blender serverWorkflow server



For example, if you need to stop and restart the EDU server (a Data Unit server), stop the Avaya IC servers in the following order:

1. Stop the Workflow server, a Business Logic server, to ensure that all pending requests to be handled by existing EDUs are completed and the data is placed in the EDUs. Any data that was in Avaya IC system for the EDU is written to the EDU at this time.

2. Stop all Connector servers to ensure that no new EDUs are created.

3. Stop the EDU server. All remaining EDUs are written to the DUStore server or Report server for persistent storage.

Connector servers:

for Telephony

for Email

for Web Management

VOX serverSoftDialer ServerPredictive Dialing Kernel (for Outbound Contact)Telephony and TSQS servers (all switches, all protocols)

Notification serverCAAdmin serverCAServerIC Email server (requires the WebACD server)

PagingComHubAttributeWebACD

DU (Data Unit) servers Electronic Data Unit (EDU) serverAgent Data Unit (ADU) server

Reporting Services Report serverEvent Collector server

Database Access servers DUStore server

Core Engine servers License serverDirectory serverData Connector serversAlarm server

ORB server (required by all other servers)




Starting and Stopping the ORB ServerThe ORB server controls other Avaya IC servers. You must start the ORB server to open IC Manager. When you start the ORB server, the Alarm, Directory, EDU, and ADU servers start up in sequence.

The ORB server has three components:

● orbsrv.exe � Executable for the ORB server

● qntorbsrv.exe � Windows service executable that starts the orbsrv.exe executable

● Avaya IC ORB Service 6.0 � Helper service that represents the qntorbsrv.exeexecutable in the Windows Services control panel

The Avaya IC Configuration Tool starts the ORB server the first time. If you need to stop and start the ORB server again, use:

● Avaya IC Admin utility

● IC Manager Shutdown option

! CAUTION:CAUTION: Do not use the Stop Server button in IC Manager, the Windows Task

Manager, or the Windows Services control to start or stop the ORB server.

Starting the ORB Server Automatically on Windows

To start the ORB server automatically on a Windows machine:

1. Select Start > Control Panel > Services to open the Windows Services control panel.

2. Double-click Avaya IC ORB Service 6.0 in the list of services.

3. In the General tab, select Automatic from the Startup Type drop-down list.

4. Click OK.

Starting the ORB Server Automatically on Solaris

To start the ORB server automatically on a Solaris machine:

1. Log in as root.

2. Navigate to the <AVAYA_IC_HOME>/bin directory

3. Run setup_orb.



Starting and Stopping Servers with the Avaya IC Admin UtilityYou can use the Avaya IC Admin utility on Windows or Solaris to:

● Start the ORB server and all Avaya IC servers that have Autostart enabled (see Starting Servers with the Avaya IC Admin Utility on page 110)

● Stop the ORB server and all associated Avaya IC servers (see Stopping Servers with the Avaya IC Admin Utility on page 110)

For information about how to start and stop Web services, such as the ICM server, see Setting Startup Options for the Interaction Engine Servers on page 175,

Starting Servers with the Avaya IC Admin Utility

To start servers with the Avaya IC Admin utility:

1. In a command window, navigate to the following directory:

● Windows � <install_dir>\IC60\etc

● Solaris � <install_dir>/IC60/etc

2. Issue the following command:

● Windows � ..\bin\icadmin so

● Solaris � ../bin/icadmin so

Stopping Servers with the Avaya IC Admin Utility

To stop servers with the Avaya IC Admin utility:

1. Navigate to the following directory:




● Windows � ..\bin\icadmin tV <IC_administrative_user> <password>

● Solaris � ../bin/icadmin tV <IC_administrative_user> <password>

Accessing Help in the Avaya IC Admin Utility

To find information on other parameters available for the Avaya IC Admin utility:

1. In a command window, navigate to the following directory:






● Windows � ..\bin\icadmin help

● Solaris � ../bin/icadmin help

Starting and Stopping Servers in IC ManagerIC Manager allows you to start multiple servers at the same time. The Status column displays the server�s new status. If the system cannot start a server, IC Manager displays an error message.

! CAUTION:CAUTION: Never stop the DUStore server before you stop the EDU server. If you stop

the DUStore server first, you may lose EDU data.

After you add and configure a server, stop and restart that server.

To start or stop a server:

1. Click the Server tab in IC Manager.

2. Select the server from the list on the right side of the window.

3. Click the Start or Stop traffic light.

Stopping All ServersYou can simultaneously shut down all servers that reside on a machine. The server shutdown feature in IC Manager shuts down the servers in the correct order. This process can take several minutes to complete as all servers need to complete their current tasks before shutting down. For example, if there are a lot of persistent EDUs for email contacts, the DUStore server can take several minutes to write the EDUs to the database.

To shut down all servers:

1. Select Server > Shutdown in IC Manager.

2. Select the IP address or the name of the machine where you want to shut down the servers.

3. Click OK.


Chapter 4: Configuring Avaya IC Licensing

Avaya� Interaction Center (Avaya IC) components will not run if you do not install the license server, and obtain the appropriate license file. For information on how to obtain a license, see IC Installation Prerequisites Guide.

If Avaya IC components cannot access the License server and WebLM, agents may not be able to log in, and servers may not be able to start. To provide redundant operation in the event of a failure, install at least one Web License Manager (WebLM) and License server per site, with a minimum of two WebLMs and License servers per Avaya IC system.

To configure Avaya IC licensing, perform the steps in the following sections:

1. Prerequisites for Configuring Avaya IC Licenses on page 113

2. Configuring the Web License Manager on page 115.

3. Installing the License File on page 117.

4. Configuring Multi-Site Licenses on page 119 (multi-site systems only).

5. Creating the License Server on page 120.

6. Changing the Administrator Password on page 121.

Prerequisites for Configuring Avaya IC LicensesBefore you install and configure WebLM:

1. Obtain a license file for your Avaya IC components from Avaya

You can obtain a hostid after you install WebLM. You can see the hostid on the top level page of WebLM. For more information, see IC Installation Prerequisites Guide.

2. Configure JRun for WebLM, including the following:

a. In the JRun Management Console, create a separate server in JRun to host the WebLM.

b. In the JRun Management Console, configure a connector filter from the WebLM JRun server to your External Web Server (IIS or Sun ONE� Server).

Configuring Avaya IC Licensing


c. In a Web browser, run the JRun demo application from the following URL to ensure that JRun and the Web server mappings work:http://<machine_name>.<domain_name>.com/demo/

If this URL gives an error, see IC Installation Prerequisites Guide for troubleshooting information.

d. From a command line, run the JRun -install command with the appropriate arguments to add the JRun server to the machine�s services.

e. Configure the JRun server to start automatically.

For more information, see IC Installation Prerequisites Guide and the JRun Setup Guide, available from the Product Documentation link in the JRun Management Console.

! CAUTION:CAUTION: Make sure that the port assigned to the WebLM JRun server does not

conflict with a port assigned to another server. JRun does not check that a port is available before using that port.

Configuring the Web License Manager


Configuring the Web License ManagerYou configure the WebLM with the Avaya IC Configuration Tool, shown in the following figure.

To configure the Web License Manager:

1. On the machine that hosts the WebLM, start the Configuration Tool:

● Windows � Start > Programs > Avaya Interaction Center 6.0 > Configuration Tool

● Solaris � Navigate to <install_dir>/IC60/bin then run ./configure

You must call configure from within the working directory of <install_dir>\IC60\bin. If you call configure from another directory, the Configuration Tool may not work correctly.

If the Configuration Tool is already open, close and re-open it to ensure that the Configuration Tool includes all system changes, such as new servers.




3. If your servers are hosted on Solaris machines, complete the fields in the following table.

4. In the JRUN Home field, enter the directory path for JRun.

For example, if you installed JRun in the default directories, the JRun Home is: C:\Program Files\Allaire\JRun

5. Check Configure Web License Manager.6. In the Web License Manager JRUN Server field, enter the name of the JRun server

that will include the WebLM as an external application.

For example, if you created a separate JRun server called WebLM, enter WebLM.

7. Click Apply Settings.

The Configuration Tool deploys the WebLM in JRun, and configures the settings required by the WebLM.

If you receive an error message requiring you to select a Webchannel, select your HTTP Connector server from the WebChannel drop-down list.

8. Click Exit.


Web Server Home (Solaris Only)

Enter the installation path for the Sun ONE� Server instance that hosts your WebLM.

Do not complete this field for Windows installations.

Web Server Name(Solaris only)

Enter the Web Server Name for the Sun ONE� Server instance that hosts your WebLM.


Web Server Host(Solaris only)

Enter the root name of the server as found in the Sun ONE� Server home directory.


DNS Domain(Solaris only)

Enter the DNS domain for the Sun ONE� Server instance that hosts your WebLM.


Installing the License File


Installing the License FileAfter you obtain the license file, you need to install the file in the WebLM. For more information on how to obtain a license file, see IC Installation Prerequisites Guide.

! CAUTION:CAUTION: Do not change your license file after you receive it from Avaya. WebLM will

not accept a modified license.

The following figure shows the License Administration page of the WebLM.

To install the license file:

1. In your Web browser, navigate to the URL of the JRun server page for the WebLM.

An example of the URL is:http://<machine_name>.<domain>:<WebLMJRun server port>/weblm/LicenseServer

The server page is case-sensitive. Depending on your configuration, you may need to enter .../weblm/LicenseServer or .../WebLM/LicenseServer.

2. Click License Administration.



3. Enter weblm in the Password field.

Change this password after you install the license file to help prevent unauthorized access to your license file. For more information, see Changing the Administrator Password on page 121.

4. In the License File Name field, enter the directory path to your license file.

If you do not know the directory path, click Browse and navigate to the license file.

5. Click Install.If the installation is successful, you see a page confirming that the WebLM license file is installed. If you installed an incorrect license file, or WebLM could not access the location of the license file on your network, you will receive an error page.

6. Click the hyperlink under Licensed Products, shown in the following figure, and confirm that the number of agents and servers matches your expectations.

Configuring Multi-Site Licenses


Configuring Multi-Site LicensesIf your Avaya IC system includes multiple sites, or a redundant multi-server solution, Avaya provides you with a series of segmented licenses for Avaya IC. Each segmented license is specific to a WebLM in your Avaya IC system.

To configure multi-site licenses:

1. Install the appropriate segmented license in all WebLMs in your Avaya IC system, by following the instructions in Installing the License File on page 117.

2. After you install the licenses, return to the License Administration page.

3. Configure the peer servers for the segmented license, by following the instructions below.

4. Repeat the configuration process on every machine in your Avaya IC system that hosts a WebLM.

Configuring Peer Servers for Multi-site LicensesTo configure peer servers for multi-site licenses:

1. In the License Administration page, scroll down to the Peer Server Administration section at the bottom of the page.

2. Click View/Edit Host List.3. In the Peer Host Administration page, enter the fully-qualified domain name and port

of the machine in your Avaya IC system that hosts a WebLM server.

Enter <machine_name>.<domain>:<WebLM JRun server port>. For example, enter testbox.xyzcorp.com:8102.

4. Click Submit Changes.

Repeat steps 3 and 4 for every machine in your system that hosts a WebLM server except the machine that you are configuring.

Note:Note: If you are unable to add a peer host machine to the Peer Host

Administration page, make sure that the other machine is up and running, and that the appropriate segmented license is installed.



Creating the License ServerOnly create one License server on a single machine. If your Avaya IC system requires multiple License servers, you must host them on different machines.

To create the License server:

1. In IC Manager, select Server > New.

2. Select License from the list of servers. Click OK.


4. Click the License Server tab and complete the following fields:


Name LicenseServer






Warn about upcoming license expiry

Check this field.

Alarm on no licenses

Check this field.

WebLM Server URLs

1. Click the Ellipsis (�) button.

2. Add the URL of the JRun server page for each WebLM License Manager.

3. Click OK.

Repeat this step for each WebLM in your Avaya IC system.For example, the default URL is http://<machine_name>.<domain>:<port>/weblm/LicenseServer

Changing the Administrator Password


5. Click OK.

6. Start the License Server.

7. Confirm that the Alarm Manager at the bottom of the IC Manager window displays a confirmation message, such as �At least one WebLM server configuration is working�. If you do not see this alarm message, your license is not working correctly.

Changing the Administrator PasswordTo change the administrator password for Web License Manager:

1. In your internet browser, navigate to the URL of the JRun server page for the WebLM.

If you configured the WebLM to the JRun Default Server, the URL is http://<machine_name>.<domain>/weblm/LicenseServer

2. Click License Administration.

3. Enter your current password in the Old Password field.

4. Complete the following fields under Change Administrator Password:

● Old password

● New password

● Re-type new password

5. Click Change password.


Chapter 5: Configuring the Voice Channel

The voice channel of Avaya� Interaction Center (Avaya IC) includes:

● Avaya Computer Telephony for IC (Telephony)

● Avaya Outbound Contact Management (Outbound Contact)

You must also configure the voice channel if your Avaya IC includes Voice Chat.

You can use the information in this chapter to set up a simple Telephony environment with one Telephony server and one PBX or ACD. Avaya IC also supports more complex Telephony environments, including multiple Telephony servers with multiple PBXs or ACDs that work independently or together as an integrated environment. You can also configure an IVR.

The voice channel requires the following Interaction Engine servers:

Telephony server � Serves as the connector server for the voice channel. This server interfaces with a PBX, monitors phone calls, and controls telephony routing. This server uses the EDU server to record information on telephone calls. You must configure this server for your switch.

TsQueueStatistics server � Monitors the voice channel and keeps up-to-date queue statistics in the ADU Server, such as contact count, age of oldest contact, and so on. This server is also known as the Telephony Queue Statistics server.

All Interaction Engine servers and media connector servers are Avaya CORBA servers. Avaya CORBA (Common Object Request Broker Architecture) allows these servers to communicate with one another regardless of the programming language in which they were written or the operating system on which they run.

To configure the voice channel, perform the steps in the following sections:

1. Prerequisites for Configuring the Voice Channel on page 124.

2. Configuring the ACD Name Parameter on page 125.

3. Creating a Voice Queue on page 125.

4. Specifying the Switch for the Telephony Server on page 127.

5. Creating the Telephony Server on page 128.

6. Configuring the Thread Pool for the Telephony Server on page 134.

7. Creating the Telephony Queue Statistics Server on page 135.

Configuring the Voice Channel


8. Starting the Telephony Servers on page 136.

9. Configuring the Workflow Server for Telephony on page 137.

10. Building and Loading Workflows for Telephony on page 138.

11. Configuring Routing Hints for the Incoming Call Workflow on page 141.

Your Avaya IC system can also include the optional configurations, described in the following sections:

● Using Multi-Site Heterogeneous Switches on page 141.

● Configuring Avaya Outbound Contact Management on page 142

● Configuring Connections to an IVR (Optional) on page 160

Prerequisites for Configuring the Voice ChannelBefore you configure media channels and related components, make sure that you:

1. Install and configure all prerequisite software and hardware. The prerequisites can include one or more of the following:

● Database● Telephony switch, equipment, and software● IVR (optional)For more information about the prerequisites for the voice channel, and the supported platforms, see IC Installation Prerequisites Guide.

2. Copy the server files to the machines where you plan to run the Avaya IC servers, described in Installing Avaya IC Servers on page 40.

3. Install the Avaya IC design and administration tools

4. Perform all the steps to configure the Avaya IC servers, databases, and related components, described in Configuring Core Servers and Databases on page 57

5. If your Avaya IC system includes multiple media channels, or multiple Telephony servers, create and configure a separate Avaya IC domain for Telephony.

For information on how to create a domain, see Using Avaya IC Domains on page 82 and IC Administration Volume 1: Servers & Domains.

Configuring the ACD Name Parameter


Configuring the ACD Name ParameterYou must configure an ACD name parameter for each ACD in your Avaya IC system. You can include identifying information, such as department or site in the ACD name.

To configure the ACD name parameter:

1. In IC Manager, click the Configuration tab.

2. From the Tables list in left pane, click Telephony > AcdName.

3. Click New.

4. Enter a name for the ACD in the ACD Name field.

5. Click OK. Click Apply.

6. Select Manager > Refresh.

If you do not receive a Success message, re-start the machines that host the Directory server and IC Manager, then repeat this step.

Creating a Voice QueueYou need to create at least one voice queue. You add the ID of the voice queue to the RoutingHint table when you configure the routing hints used by the Incoming Call workflow. For more information about routing hints, see Configuring Routing Hints for the Incoming Call Workflow on page 141.

You can also create a queue for each of the possible route (transfer) points where the Incoming Call flow can route a voice contact.

You do not need to complete the fields on the Voice tab. Avaya IC uses the fields on this tab for multi-site heterogeneous switches. For more information, see Using Multi-Site Heterogeneous Switches on page 141.

To create a voice queue:

1. In IC Manager, click the Device tab.

2. Select Device > New Device.

3. In the New Device dialog box, select Voice Queue. Click OK.



4. In the Device Editor (Voice) dialog box, click the General tab and complete the fields in the following table:

5. Click Apply.

6. Click OK.

Field Recommended Entry Description

Id Enter a descriptive ID for the queue.

The Unified Agent Directory displays this descriptive ID to agents.

Site Select the site of your TS.

ACD Name Select the name of the ACD.

This is the ACD Name that you confirmed in Configuring the ACD Name Parameter on page 125,

Name Enter the VDN or vector name of the voice queue.

The name is the VDN or vector identifier that your PBX or ACD uses for the queue.For a Nortel Meridian switch with Symposium, the name must be the name of the SkillSet defined in the PBX or ACD. For all other PBXs or ACDs, you can enter a description of the queue in this field.

Priority Assign a priority to the queue.

For example, enter 1.

Service Level Enter the number of hours, minutes, and seconds in the format HH:MM:SS

The service level defines the time within which all queue calls must be answered.

Minimum agents 1 Enter the minimum number of agents who must be active to use the queue.

Addressable Check this box if you want the agents to see the queue in the agent directory.

Specifying the Switch for the Telephony Server


Specifying the Switch for the Telephony ServerOn the machine that hosts the Telephony server, specify the switch on the General tab of the Avaya IC Configuration Tool, shown in the following figure.

To specify the Telephony switch:

1. On the machine that hosts the Telephony server, start the Configuration Tool:








3. Select your switch name from the Telephony Switch drop-down list.


5. Click Exit.6. If your Telephony server is on the same machine as your primary ORB server, copy

the server implementation and interface files to the machine that hosts your Design & Administration Tools. For more information, see Copying the Server Implementation and Interface Files on page 47.

Creating the Telephony ServerThe Telephony server (TS) is the telephony media connector specific to the switch you are using. This server is sometimes referred to as the Voice Connector server. You can create a TS server for:

● Aspect● Avaya DEFINITY or MultiVantage software● Nortel Meridian● Nortel SymposiumIf your Avaya IC includes Telephony or Outbound Contact, configure the Telephony server for your switch. The Avaya IC installation program does not automatically add this server.

For more information about the Telephony servers and their configuration, see IC Administration Volume 1: Servers & Domains.

To create a Telephony server:


2. Select TS from the list of servers. Click OK.



Name Enter the name of the server. Include the name of your switch in the server name. If you plan to install multiple telephony servers, add identifying information.

Creating the Telephony Server


4. Perform the steps in the following sections to configure the Telephony server for your system�s switch:

● Avaya DEFINITY or MultiVantage software � Configuring the Telephony Server for Avaya DEFINITY or MultiVantage software on page 129

● Aspect � Configuring the Telephony Server for Aspect on page 130

● Meridian � Configuring the Telephony Server For Meridian Link on page 132

● Symposium � Configuring the Telephony Server For Symposium on page 133

Configuring the Telephony Server for Avaya DEFINITY or MultiVantage software

If you are migrating from an existing Avaya IC system with a Legacy DEFINITY TS, see Migration Guide. For information about the interface between Avaya products and the Avaya IC TS, see Telephony Connectors Programmer's Guide.

This section includes only the basic required properties. For more information about the advanced properties, see IC Administration Volume 1: Servers & Domains.

To configure the Telephony Server for Avaya DEFINITY or MultiVantage software:

1. If you have not already done so, double-click the Telephony server in the list of servers.

2. Click the TS tab and complete the fields in the following table:


For example, select Voice from the drop-down list if the server is in the Voice domain.





ACD Name Select the name of the ACD. This is the ACD Name that you confirmed in Configuring the ACD Name Parameter on page 125,

ACD Type Select Avaya.




Configuring the Telephony Server for AspectIf you are migrating from an existing Avaya IC system with a Legacy Aspect TS, see IC Telephony Services for Aspect. For information about the interface between the Aspect CallCenter switch and the Avaya IC TS, or if your system includes a Legacy TS with an Aspect CallCenter 7.2 switch, see Telephony Connectors Programmer's Guide.


To configure the Telephony Server for Aspect:



ACD Model Select Definity.

ACD Protocol Select asai. If your system includes a Legacy TS with switch with Avaya DEFINITY software, see Migration Guide.


ACD Link Enter the IP address of the MAPD card.

Signal Number Enter the signal to be used by the TS when it talks to the MAPD.

Default is 1.



ACD Name Select the name of the ACD. You set up this ACD Name in Configuring the ACD Name Parameter on page 125,

ACD Type Select Aspect

ACD Model Select Aspect8

ACD Protocol Select AspectCMI




Aspect Contact Server Host

Enter the IP address of the machine that hosts the Aspect Contact server.

Data Interlink Number

Enter the Data Interlink number.

This is the Data Interlink number from the Aspect switch that the TS will use to communicate with the switch.

Aspect Header Enter the link definition on the Aspect switch.

If you leave this field empty, the server will use the machine_name of the switch.

Device Enter the TCP/IP port where the TS needs to create a connection.

Default port is 7046.

Monitored Agent Group

Enter the number of the agent group to monitor.

Note: Do not complete this field if you intend to have the TS monitor all agent groups.

Monitored Trunk Group

Enter the number of the trunk group to monitor.

Note: Do not complete this field if you intend to have the TS monitor all trunk groups.

Monitor All Agent Groups

Check this box if you want the Telephony to monitor all agent groups.

Monitored Super Agent Group

Check this box if you want the Telephony server to monitor the super agent group.

Monitor All Trunk Groups

Check this field if you want the TS to monitor all trunk groups.

Blind Transfer CCT

Enter the CCT number used to perform blind transfers.

Make Call CCT Enter the CCT number used to make calls within the Aspect switch.

External Calls CCT

Enter the CCT number used to make calls external to the Aspect switch.

Route CCT Enter the CCT number used to route calls external to the Aspect switch.





Configuring the Telephony Server For Meridian LinkFor information about the interface between Nortel Meridian switches and the Avaya IC TS, see Telephony Connectors Programmer's Guide.


To configure the Telephony Server for Meridian Link:



Transfer CCT Enter the CCT number used during transfers.

Transfer Init CCT Enter the CCT number used during transfer init operations.

Predictive CCT Enter the CCT number used during predictive operations.





ACD Type Select Nortel.

ACD Model Select Meridian.

ACD Protocol Select MLP.





Configuring the Telephony Server For SymposiumFor information about the interface between Nortel Meridian switches and the Avaya IC TS, see Telephony Connectors Programmer's Guide.


To configure the Telephony Server for Symposium:



Link Enter the link name for CT Connect.

This is the link name that you defined in the CT Connect server when you configured that server. This link identifies the PBX connection, protocols, and settings.

Node Enter the IP address or the name (if it can be resolved into an IP address) of the machine that hosts the CT Connect server.





ACD Type Select Nortel.

ACD Model Select Symposium.

ACD Protocol Select MLS.





Configuring the Thread Pool for the Telephony Server

If your contact center receives more than 10,000 voice contacts per hour, you need to configure the thread pool size for the Telephony server. If you do not configure the thread pool, you may experience problems with the Telephony server.

To configure the thread pool:

1. In IC Manager, double-click the Telephony server in the list of servers.

2. In the Server Editor, click the Configuration tab.

3. Click New and complete the fields in the following table:

4. Click OK.

Link Enter the link name for CT Connect.

This is the link name that you defined in the CT Connect server when you configured that server. This link identifies the PBX connection, protocols, and settings.

Node Enter the IP address of the machine that hosts the CT Connect server.



CTI Type Select Couple.

Name Enter thread_pool_size

Value Enter a number for the size of the thread pool.

The size of the thread pool should be approximately 1% of the call volume. For example, if your contact center receives 10,000 calls/hour enter 100. IF your contact center receives 25,000 calls/hour enter 250.

Creating the Telephony Queue Statistics Server


Creating the Telephony Queue Statistics ServerThe Telephony Queue Statistics server (TSQS) monitors the voice channel and maintains queue statistics in the ADU Server. These statistics include contact count and age of oldest contact. You must configure this server for your system�s switch.


To create the TSQS:


2. Select TsQueueStatistics from the list of servers. Click OK.


4. Click the TSQS tab and complete the fields in the following table, according to the information for your switch. All fields do not appear for every switch.


Name TsQueueStatistics


For example, select Voice from the drop-down list if the server is in the Voice domain.




Site Select the site where the server is located.

Select the same site as the Telephony server.

ACD Type Select the type of ACD. Select the same option used for the Telephony server.

ACD Model Select the model of your ACD.

Select the same option used for the Telephony server.

ACD Protocol Select the protocol for your ACD.

Select the same option used for the Telephony server.




Starting the Telephony ServersAfter you create and configure your Telephony server and TSQS server, perform the following steps on the Server tab in IC Manager. If your Avaya IC system includes multiple Telephony servers, Outbound Contact servers, or a VOX server, repeat these steps after you create and configure each of those servers.

To start Telephony servers:

1. Right-click on the Telephony server and select Start from the menu.

After the Alarm Monitor displays a message confirming that the server has started correctly, continue with the next step.

2. Right-click on the TSQS server and select Start from the menu.

After the Alarm Monitor displays a message confirming that the server has started correctly, continue with the next step.

3. Set your Telephony server to start automatically:

a. Double-click the Telephony server in the list of servers.

b. Click the General tab.

c. Check the Autostart box.

d. Click Apply. Click OK.

4. Set your TSQS server to start automatically:

a. Double-click the TSQS server in the list of servers.

b. Click the General tab.

c. Check the Autostart box.

d. Click Apply. Click OK.

CTC Server Name

Enter the link name for CT Connect.

This option is only available for CSTA. Enter the link name that you defined in the CT Connect server when you configured that server.

CTC Link Name Enter the IP address of the machine that hosts the CT Connect server.

This option is only available for CSTA.


Configuring the Workflow Server for Telephony


Configuring the Workflow Server for TelephonyIf your Avaya IC system includes multiple Workflow servers, perform these steps on the Voice Workflow server that processes voice contacts.

To configure the Workflow server for Telephony:


2. Click the Channels tab.

3. Click New Channel.4. In the Channel Editor dialog box, complete the fields in the following table. Click OK.

5. Click the channel that you created in the step above.

6. Click New Association.

7. In the Channel Association dialog box, complete the fields in the following table. Click OK.


Channel Range Completed by IC Manager

Service TS

Criteria Enter the criteria you want the workflow to use.For example, you can enter a criteria for the workflow to route calls that arrive at a routing point. If your Telephony environment includes a switch with Avaya DEFINITY or MultiVantage software that has a VDN with an adjunct route step in its vector, enter *r123 where 123 is the VDN.



Service Interface Completed by IC Manager

Event TS.IncomingCallNote: This field is case-sensitive.

Flow Enter <workflow_project>.<routing_workflow>For example, if you use the sample workflow, enter ts.incomingcallNote: This field is case-sensitive.



8. Click OK.

9. Click OK.

Building and Loading Workflows for TelephonyYou can use the sample workflows to configure and test your Telephony servers. When you move into production, you must modify the properties of the sample workflows to meet your system needs and configuration. For more information, see Avaya Workflow Designer Guide.

For Telephony, you need to build and load the Incoming Call workflow in the TS project. You must customize this workflow to include information about your telephony switch. You can also configure the DNIS & ANI Hint block to use a different EDU field as routing hints.

Note:Note: You must make sure that no workflows use a formatted telephone number to

look up customer records. For example, confirm that your Incoming Call workflow does not use a formatted telephone number in the Customer Lookup block.

For each workflow project, perform the steps in the following sections:

1. Configuring the Transfer Call Block on page 138.

2. Configuring the Database Settings on page 139.

3. Building the Flowset on page 140.

4. Loading Workflows in the Workflow Server on page 140.

Configuring the Transfer Call BlockYou must configure the following properties on the Basic tab of the Transfer Call block in the sample Incoming Call workflow to use the sample workflow:

● Destination � Route point (VDN) of your telephony switch

● PBX type � Type of telephony switch used in your contact center

You do not have to configure these properties on the Transfer Call block that leads to the Stop block.

Building and Loading Workflows for Telephony


To configure the Transfer Call block:

1. In Workflow Designer, select File > Open Project and open the TS project.

You can find the TS project in the following directory: <install_dir>\IC60\design\IC\Flows\Avaya\TS\TS.prj

2. Double-click incomingcall.qfd in the Project pane.

3. Select the Transfer Call block to open the block properties in the Property Sheet.

4. In the Property Sheet, click the Basic tab.

5. Set the properties in the following table:

6. Select File > Save. Do not close the workflow in Workflow Designer.

Configuring the Database SettingsTo configure the database settings:

1. In Workflow Designer, select Project > Settings.

2. Click the Database tab of the Project Settings dialog box.

3. Enter the name of your Interaction Center Data Source in the IC Data Source field.

For example, enter interaction_center. All sample workflows provided with Avaya IC use the Interaction Center data source. If you created custom flows that point to a different data source, enter that data source here.

4. Enter a valid Avaya IC Administrator account in the Login ID field.

5. Enter the password for the account in the Password field.

6. Click OK.

Property Description

destination Enter the route point (VDN) of your telephony switch.

pbxType Select the type of telephony switch from the drop-down list.



Building the FlowsetWhen you build a workflow, Workflow Designer:

● Compiles the workflow

● Converts the workflow to XML format

To build the flowset and load the flows:

1. Select Build > Verify Active Flow.

2. Review the results of the build in the Output bar.

Double-click an error to open the workflow and highlight the block or connector with the error.

3. After you correct all errors: select Build > Build Flow Set.4. Select File > Exit to close the Workflow Designer.

Loading Workflows in the Workflow ServerWhen you build a flowset, Workflow Designer does not automatically load and run the workflows in the Workflow server. You can reload workflows without restarting the Workflow server.

To reload workflows in the Workflow server:

1. In IC Manager, click the Servers tab and double-click the Workflow server.

2. In the Workflow server settings dialog box, click the Workflow tab.

3. Click Reload Flows.

4. In the Reload Flows dialog box:

a. Click Force Immediate Reload.

b. Click OK to reload all currently loaded workflows even if the version numbers are the same.

5. Click OK.

Tip:Tip: Test your new workflows and confirm that they are working correctly. If the

Workflow server does not appear to be running the new workflows, stop and restart the Workflow server. For information on how to restart the Workflow server, see Restarting the Workflow Server on page 187.

Configuring Routing Hints for the Incoming Call Workflow


Configuring Routing Hints for the Incoming Call Workflow

The following blocks in the Incoming Call workflow use the routing hints in the RoutingHint table in the Directory server to route incoming voice contacts:

● DNIS & ANI Hints block

● Map Hints to Queue block

! Important:! Important:Important: Routing hints must be in lower case. Do not use mixed upper and lower

case in your routing hints. If the routing hint is not in all lower case, the workflow cannot locate the routing hint, and Avaya IC cannot correctly route the contact.

Each row in the routing hint table contains the following:

● A routing hint

● The IDs of the queues where contacts that match the routing hint need to be routed

For information about how to create a voice queue, see Creating a Voice Queue on page 125. For instructions on how to add routing hints, see Adding Routing Hints on page 188.

Note:Note: If you add a new routing hint table, you need to update the value of the

RoutingHintTableName property in the Map Hints to Queue block of the Incoming Call workflow. After you update this block, you must then build and load the workflow.

Using Multi-Site Heterogeneous SwitchesAvaya IC supports multi-site heterogeneous switch (MSHS) functionality. MSHS allows you to transfer and conference telephone calls regardless of switch type or location. You can set up an MSHS Telephony environment after you configure your voice channel.

In Avaya IC 6.0.2, MSHS is supported on selected versions of the following:

● Switches with Avaya DEFINITY or MultiVantage software● Nortel Meridian switches● Aspect CallCenter switchesFor details on the supported versions of switches, see IC Installation Prerequisites Guide.



Avaya IC also supports multi-site, complex Telephony environments, such as:

● Multiple Telephony servers with a single PBX or ACD

● Multiple Telephony servers with multiple PBXs or ACDs that work independently

● Multiple Telephony servers with multiple PBXs or ACDs that work together as an integrated environment

For more information about planning and configuring an MSHS Telephony environment, see Telephony Connectors Programmer�s Guide.

Configuring Avaya Outbound Contact ManagementAvaya IC uses Avaya Outbound Contact Management (�Outbound Contact�) to initiate, monitor, and report on outbound calling campaigns.

To configure Outbound Contact, perform the steps in the following sections:

1. Prerequisites for Outbound Contact on page 142.

2. Configuring the Dialer Database on page 143.

3. Configuring Servers for Outbound Contact on page 147.

4. Configuring Disconnects for Answering Machine and Nuisance Calls on page 155.

5. Configuring Outbound Contact Reports on page 156.

6. Configuring Web Scheduled Calls on page 157.

Tip:Tip: After you configure Outbound Contact, you need to perform the tasks

needed to set up and administer your outbound jobs. For more information, IC Administration Volume 2: Agents, Customers, & Queues.

Prerequisites for Outbound ContactBefore you configure Outbound Contact, you must perform the following steps:

1. Install the database client on all machines that host Outbound Contact servers and Outbound Contact Reports.

2. Install and configure the voice channel components.

Configuring Avaya Outbound Contact Management


3. Make sure that the layout for Avaya Agent includes the Outbound Contact tab. You can customize the Avaya Agent layout for your contact center. For more information, see Avaya Agent Integrator�s Guide.

4. Create the CCQ database, as described in Creating the CCQ Database on page 73.

Configuring the Dialer DatabaseOutbound Contact uses a separate database to store data that is specific to outbound calling jobs. You need to configure that database.

To configure the dialer database, perform the steps in the following sections:

1. Configuring the Dialer Database Connection on page 143.

2. Configuring the Dialer Connection Set on page 145.

3. Creating the Dialer Database on page 146.

4. Generating the Dialer Application and Data Source on page 146.

Configuring the Dialer Database Connection

To configure the database connection for the Dialer database:

1. In Database Designer, open the dialer.adl file.

The ADL file is in the <install_dir>\design\SoftDialer\dialer.adl directory.

If you have enabled Database Designer for localization, click OK and ignore the warnings about the missing ALF file and ALM file. Database Designer automatically generates the ALF file and ALM file when you save the ADL file. For more information, see Enabling Database Designer for Localization on page 372.

2. Expand Components > Physical DB Connections and select the Dialer database connection in the tree pane.

3. In the DB Connection Properties tab, set the properties in the following table:






Display Time Select DBMSTIME.The display time setting specifies how DateTime data from the database is presented in the client application.

You must set the Display Time property in the Dialer DB connection set to DBMSTIME. Caution: If you use another setting, the Dialer may not be able to successfully and consistently pull data from the database when you configure Outbound Contact in IC Manager.





Enter the name that you gave the Data Connector server in Setting Up the Data Connector Server on page 58.For example:● SQL Server � Enter DataServerMSSQL● Oracle � Enter DataServerOracle


For SQL Server:● For the default database instance, enter the

host name. ● For another database instance, enter

<machine_name>/<database_name>.For Oracle, enter the server alias from the tnsnames.ora file. For example, support_support.xyzcorp.com.

Database Name Name or schema of the Dialer database. For example, dialer.

Note: You must use the same name that you gave the Dialer database in the CCQ database connection set. If you use a different name, you must update the CCQ database connection set, and reconfigure the CCQ database.

Database Location SQL Server � Leave blank. Delete default entry, if present.Oracle � Enter the name of the default tablespace where objects are created, for example Q_TS, in the Database Location text box.

The database location identifies the logical space where the named database is stored. For Oracle, if you do not specify a database location, the database uses the �system� space to define the database.


The size of the database location specifies the amount of space that the configured application database occupies.For Oracle, if you do not specify a size for the database location, and your DBMS does not specify a default database size, the database location can use all available space.







Configuring the Dialer Connection Set

To configure the connection set for the Dialer database:

1. In Database Designer, expand DB Connection Sets and select defaultDBConnectionSet in the tree pane.

2. Select Dialer from the Logical DB Connections list in the Connection Set Properties tab and make sure the properties are set as follows:

● Physical DB Connection � Select the Dialer connection

● Primary � Check this box

3. Select CallCenterQ from the Logical DB Connections list and make sure the properties are set as follows:

● Physical DB Connection � Select the Dialer connection

● Primary � Do not check this box




Enter the following in the Database Home text box: $ORACLE_HOME value, for example opt/oracle/8.1.7

For Oracle only. The database home directory identifies the directory path of the installed database management system.


Specify a named tablespace. For Oracle only. Temporary tables store database-generated intermediate sorting files and client session information for Oracle databases. If you do not specify a location for temporary tables, the location is specified by the database management system.








● Database Name � Enter the name of your CallCenterQ database

This name must be the exact name of your CallCenterQ database. For example, enter ccq.


Creating the Dialer Database

To create the Dialer database:

1. In Database Designer, select File > Database Administration.

2. Select the Dialer Connection from the DB Connection Set list.



● Login ID � Enter your IC Manager login ID

● Password � Enter your password

4. Click Run to configure the database.


6. Click Run.


7. Click Close.

Generating the Dialer Application and Data Source

You generate the Dialer application to initialize the database with the ADL and version information, and to create the Dialer data source.

To generate the Dialer application and data source:


2. Check the Messages box to load the files to the database:

3. Select dialer from the Name list.







6. Click OK.

Database Designer creates a new folder with the same name as the application in the target directory.

Configuring Servers for Outbound ContactPerform the following steps to configure the servers for Outbound Contact:

1. Modifying the Server Configuration File on page 147.

2. Creating Outbound Contact Server Directories on page 148.

3. Creating an Administrative User for Outbound Contact on page 148.

4. Creating the SoftDialer Server on page 150.

5. Creating the Predictive Dialing Kernel Server on page 151.

6. Configuring Multiple Predictive DialingKernel Servers on page 153.

7. Updating the Runtime Settings for Outbound Contact on page 153.

Modifying the Server Configuration File

The mcscon.ini file contains the configuration parameters for Outbound Contact servers. You can modify this file in a text editor.

Avaya IC installation copies the mcscon.ini file to the <install_dir>\IC60\etc folder on the machine that hosts your Outbound Contact servers.

To modify the Outbound Contact configuration file:

1. In a text editor, such as Notepad, open <install_dir>\IC60\etc\mcscon.ini

2. Find the following section:LOCALFORMAT = %LOCAL_FORMAT:0E%INTERLOCALFORMAT = %INTERLOCAL_FORMAT:00AE%INTERNATIONALFORMAT = %INTERNATIONAL_FORMAT:000CAE%SYSTEMAREA = %SYSTEM_AREA_CODE%SYSTEMCOUNTRY = %SYSTEM_COUNTRY_CODE%

3. Replace this section with the following:LOCALFORMAT = EINTERLOCALFORMAT = AEINTERNATIONALFORMAT = CAESYSTEMAREA = <insert your telephone area code>SYSTEMCOUNTRY = <insert your telephone country code>



4. Find the PredictiveRoutePoint property in the file and set it to the value of the Predictive Route Point on your switch.

5. Find the Allocation = %AM_DETECTION% property in the file and replace this property with the following:

Allocation = 2

6. Find the following section:LoginName=

Password =

7. Replace with: LoginName= <Administrative_account_name>

Password = <password>

This is the administrative account and password that you created in Creating an Administrative User for Outbound Contact on page 148. For example, if you create only one Administrative account for Outbound Contact, use the following values:

LoginName= pdkdevctrl

Password = bison

8. Save and close the file.

Creating Outbound Contact Server Directories

If the following directories do not exist on the machine that hosts your Outbound Contact servers, create them in <install_dir>\IC60\

● cdr● softdialer/svrlogs● softdialer/data

Creating an Administrative User for Outbound Contact

Outbound Contact requires an administrative account in the same domain as Outbound Contact. This account is reserved for use by the Outbound Contact servers. Do not allow an agent to use this account to log in to Avaya IC. Do not change the password for this account.

The Outbound Contact and Telephony servers are configured to use an administrative user named pdkdevctrl with a password of bison. If you change the name or password for this user, you must change the login information in the mcscon.ini file and in the TS tab of the Telephony server.

Note:Note: The administrative user for Outbound Contact must be in the same domain

as the Predictive Dialing Kernel server and the Telephony server used by the Predictive Dialing Kernel server.



To create administrative accounts:





5. Click the Channels tab and complete the following fields:

● Disable Voice Channel � Do not check this box

● Phone Id � Leave this field empty

● Password � Leave this field empty

● Phone type � Select eas from the drop-down list

● Equipment � Leave this field empty

● Queue � Leave this field empty

● Task Load � Accept the default value of 1

● Task Ceiling � Accept the default value of 1

Field Description

First Name Required fieldEnter pdkdevctrl.

Last Name Required fieldEnter pdkdevctrl.

Preferred Name Required fieldEnter pdkdevctrl.

Employee ID Enter pdkdevctrl.

Login ID Enter pdkdevctrl

Domain Required fieldSelect the domain used by the Predictive Dialing Kernel server and the Telephony server.

Task Load Required fieldSet to 0.

Task Ceiling Required field.Set to 0.




6. Click the Security tab and complete the following fields:

● Password � Enter bison as the password for this account

● Confirm � Re-enter the password for this account

● Force password change on login � Do not check this field

● Disable login � Do not check this field

● Administrator � Check this field

7. Click Apply.

8. Click OK.

Creating the SoftDialer Server

The SoftDialer server provides support for outbound agent call management and for web scheduled calls. The Avaya IC installation program does not automatically add this server.

To create the SoftDialer server:


2. Select Softdialer from the list of servers. Click OK.



Name SoftDialerServer


This server does not have to be in the same domain as the Telephony server and the Predictive Dialing Kernel server. However, you can put this server in the same domain for consistency.For example, select Voice from the drop-down list if the servers are in the Voice domain.





4. Click the SoftDialer tab and complete the fields in the following table:

5. Click OK.

6. Start the server.

Creating the Predictive Dialing Kernel Server

The Predictive Dialing Kernel server accepts the loading of the following from Outbound Contact:

● Dialing windows● Contact center calendars● Outbound jobs● Call listsThis server also integrates with the Telephony server and places outbound calls for jobs based on priority, dialing mode, and agent availability. For more information about Outbound Contact, see IC Administration Volume 2: Agents, Customers, & Queues.



IC Data Source Select the IC Data Source for the Dialer database.For example, select Dialer if you used the default when you created the database in Configuring the Dialer Database on page 143.

Site Select a site where the SoftDialer server is located from the drop-down list.Note: Avaya IC uses the Site to compile statistics for groups or agents or queues.

Enable Polling Check this field.

Polling Rate (sec) 30

Enable Agent Dispatching Check this field.

Agent Dispatching Rate (sec)

30

Enable PDK Stats Retrieval Check this field.

PDK Stats Retrieval Interval (min)

30



You must create the Predictive Dialing Kernel server in the same domain and on the same machine as the Telephony server that it uses.

Note:Note: The Predictive Dialing Kernel server does not support failover.

To create the Predictive Dialing Kernel server:


2. Select DialingKernel from the list of servers. Click OK.


4. Click the DialingKernel tab.

5. Enter 1:00 in the Time to Run field.

Time when the call data records are taken from the DialingKernel file and entered in the database. The DialingKernel server outputs the file at midnight. If you set the Time to Run to 1:00, the data records will be entered into the database at 1:00 a.m.


7. Click New and add the following parameter for the port that the PDK uses:

● CTI Type � Couple

● Name � serverport

● Value � 7800

8. Click OK.

9. Start the server.


Name DialingServer


This server must be in the same domain as the Telephony server and the Softdialer server.For example, select Voice from the drop-down list if the server is in the Voice domain.





Configuring Multiple Predictive DialingKernel Servers

You can include multiple Predictive DialingKernel servers in an Avaya IC system. You must host each Predictive DialingKernel server on a different machine, and perform the following steps:

1. Update the mcscon.ini file on each machine that hosts a Predictive DialingKernel server with the user name and password of the administrative account for that server.

For more information, see Modifying the Server Configuration File on page 147.

2. In IC Manager, create a separate pdkdevctrl administrative account for each Predictive DialingKernel server that matches the information in the mcscon.ini file. This account must have a login that includes pdkdevctrl.

For example, in a system with three Predictive DialingKernel servers, create the following three administrative accounts:

● pdkdevctrl1

● pdkdevctrl2

● pdkdevctrl3

For more information, see Creating an Administrative User for Outbound Contact on page 148.

3. In IC Manager, create a Telephony server for each Predictive DialingKernel server.

4. Specify the log in for the administrative account in the configuration of each Telephony server, as follows:

a. In the Server Editor for the Telephony server, click the TS tab.

b. Right-click in the right pane, and check the box next to Show Advanced Properties.

c. Enter the login of the administrative account for the Predictive DialingKernel server that uses the Telephony server.

d. Click OK to save the configuration.

Updating the Runtime Settings for Outbound Contact

To update the runtime settings for the Outbound Contact Predictive Dialing Client, you must update the MCDesk.ini file on the machine that hosts IC Manager.

Avaya IC installation copies the MCDesk.ini file to the <install_dir>\IC60\etc folder.



To update the runtime settings;

1. In a text editor, such as Notepad, open <install_dir>\IC60\etc\MCDesk.ini

2. Find the following section:[kernel]

ServiceAddress= 135.35.91.49

ServicePort = 7800

3. Update the values for the following properties as follows:

● ServiceAddress � Enter the IP address of the machine that hosts the SoftDialer server and Predictive DialingKernel server

● ServicePort � Confirm that this is 7800, the port that you entered when you configured the serverport property for the Predictive DialingKernel server

4. Find the following section:[trace]

Trace = on

logpath = C:/Program Files/Avaya/IC60/logs

FileSize= 2000000

5. Confirm that value for logpath is the logs directory for Avaya IC. The default logs directory is <install_dir>/IC60/logs. If you did not install Avaya IC in the Program Files directory, you must update this value.


7. If IC Manager is open, close and re-open IC Manager to ensure that these changes take effect.



Configuring Disconnects for Answering Machine and Nuisance Calls

You need to configure Outbound Contact to disconnect and route nuisance calls and call attempts answered by answering machines.

These instructions use the term "vector" which applies to a switch with Avaya DEFINITY or MultiVantage software. The following table shows the appropriate term and definition for the other switches supported by Outbound Contact.

To configure disconnects for answering machine and nuisance calls:

1. In your telephony switch:

● Create a vector with the following step:

disconnect after announcement none

● Create a VDN with the following values:

● Name � Predictive Drop Point

● Refer it to the new vector

2. On the machine that hosts your Outbound Contact servers:

a. In a text editor, such as Notepad, open <install_dir>\IC60\etc\mcscon.ini

b. Find the following section: CclIc

c. Add the following property:

● Name � PredictiveDropPoint

● Value � Predictive drop point on your switch.

For example, if your predictive drop point is 7001, add the following property: PredictiveDropPoint = 7001

For more information about the Predictive Drop Point, see Telephony Connectors Programmer�s Guide.

Switch Term Definition

DEFINITY G3 Vector Directory Number (VDN)

Vector

Aspect Monitored subtype Call Control Table (CCT) with the appropriate monitored subtype in the end Data (001) step

Meridian Control Directory Number (CDN)

Customer Controlled Routing (CCR)



Configuring Outbound Contact ReportsYou need to create and configure a connection to the Dialer database for the Outbound Contact Reports. On the machine that hosts your Outbound Contact servers, create this connection on the SoftDialer tab of the Avaya IC Configuration Tool, shown in the following figure.

! Important:! Important:Important: Outbound Contact Reports require a Windows operating system. If you host

your Avaya IC core servers on a machine with a Solaris operating system, you must host your Outbound Contact Reports on a different machine.

To configure Outbound Contact reports:

1. Select Start > Programs > Avaya Interaction Center 6.0 > Configuration Tool.If the Configuration Tool is already open, close and re-open it to ensure that the Configuration Tool includes all system changes, such as new servers.

2. Click the SoftDialer tab.

3. From the Dialer Data Source drop-down list, select dialer.4. In the Database Login field, enter a valid database user name.

5. In the Database Password field, enter the password for the database user.

6. Click Apply Settings. Click Exit.



Configuring Web Scheduled CallsTo use Web Scheduled Calls, you need to configure the customer website to send scheduled call requests to Outbound Contact. This configuration defines the Web interface that sends scheduled call request to Outbound Contact.

When you build the Web page and define the interface, you can implement standard methods to lookup and populate the variables, such as:

● A standard link to a job

● A drop-down list of the regions defined in Outbound Contact Supervisor from which customers can select their region

● Hard code the region

● Dynamically detect the region for the originating request

Prerequisites for Configuring Web Scheduled Calls

Before you configure Web Scheduled Calls, you must define the following before defining the web interface. For more information on how to define these items, see IC Administration Volume 1: Servers & Domains.

Outbound Contact system settings � These settings include: Daylight Saving Time (DST) Rules, Time zones, and special dates or holidays

Region � This setting is the region where the scheduled call request originates. A region is an Outbound Contact system setting that define areas where the same time zone, DST rule, and special dates apply. Outbound Contact uses the settings of the assigned region to control its dialing behavior for the telephone number.

To define a region, the system settings in the following table must exist:

System Setting Description

Daylight Savings Time (DST) rule

A DST rule defines the difference between daylight savings time and standard time, and the start and end dates of the DST period.



Job ID � This is the Job ID assigned to the outbound job that will conduct the scheduled calls. An outbound job is a calling activity that Outbound Contact uses to contact customers and connect them with agents. Each job has a goal or objective. Outbound Contact can run multiple outbound jobs simultaneously. One type of outbound job conducts calls customers who requested calls through Web Scheduled Calls.

The definition for each job includes a name, a user-friendly description, and parameters that define how Outbound Contact will handle the calling activities. Each job uses associated information and an optional script to dial telephone number and connect agents with customers.

When a supervisor defines a job, Outbound Contact assigns a Job ID to the job.

Configuring the Scheduled Call Method

The following code in the Web page defines the Schedule Call method that sends scheduled call request to Outbound Contact.

// scheduled a call specified by local time in seconds since 1970

ORBStatus ScheduleCallLocTm( in string <eduID>, in long <jobID>, instring countryCode,

in string <areaCode>, in string <extension>, in string <callerName>,

in long <scheduleCallTimeInSecondsSince1970>, in long <regionID> );

Time zone The time zone of the geographical location where customers in your calling list are located. A time zone is the difference between local time and Universal Time Coordinated (UTC), which was formerly known as Greenwich Mean Time (GMT). UTC uses a 24 hour clock to express time.

Special date(s) Days which need a separate entries in a dialing window that sets the legal times that the contact center can conduct outbound calling. Special dates take precedence over weekdays, Saturdays, and Sundays.

System Setting Description



The following table lists the variables found in the Scheduled Callback method:

Variable Required Prerequisite Description

eduID Yes The identifier that Outbound Contact assigns the customer context EDU when the customer issues a scheduled call request

jobID Yes Yes The identifier that Outbound Contact assigns a job when a supervisor defines the job

countryCode Yes The 1-, 2-, or 3-digit number that precedes the national number in an international telephone call. The country code identifies thecountry or the integrated numbering plan in which the telephone number is located. A country code may be referred to as an international area code or international dialing code.

areaCode Yes The code for the geographic area or locale

extension Yes The telephone subscriber number

callerName Yes The name of the customer.

scheduleCallTimeInSecondsSince1970

Yes The time requested for the scheduled call to occur, converted to the number of seconds since 1970

regionID Yes Yes The identifier that Outbound Contact assigns a region when a supervisor defines geographic areas.



Configuring Connections to an IVR (Optional)If your Avaya IC system includes an Interactive Voice Response (IVR) unit, you must perform the steps in the following sections:

1. Creating a Workflow Server for an IVR on page 160.

2. Creating the VOX Server on page 161.

For more information about the VOX server and how to configure Avaya IC to work with an IVR, see VOX Server Programmer�s Guide and IC Administration Volume 1: Servers & Domains. For information about supported IVRs, see IC Installation Prerequisites Guide.

Creating a Workflow Server for an IVRIf your Avaya IC system includes an IVR, create a dedicated Workflow server for the IVR and the VOX server. You can create separate workflows to handle routing for IVR contacts. This configuration makes more threads available for IVR contacts. The dedicated Workflow server runs these workflows.

To create a Workflow server for an IVR:


2. Select Workflow from the list of servers. Click OK.



5. Click New Channel.


Name IVRWorkflowServer If your system includes multiple sites or domains, include the site or domain name in the server name.





Configuring Connections to an IVR (Optional)


6. In the Channel Editor dialog box:

a. Select VOX from the Service drop-down list.

b. Check the Global box.

c. Click OK.

7. Click the Global channel that you created in the step above.


9. In the Channel Association dialog box:

a. Complete the fields in the following table.

b. Click OK.

10. Click OK.

Creating the VOX Server The VOX server interfaces with the IVR, allows the unit to make Telephony calls, and creates EDUs for the calls. In the VRU tab, each IVR is identified by its IVR System Name and automatically generated unit number in parentheses.


To create the VOX server:


2. Select VOX from the list of servers. Click OK.




Event Enter the event that you use to start the workflow that routes contacts from your IVR.Note: This field is case-sensitive.

Flow Enter <workflow_project>.<IVR_workflow>.Note: This field is case-sensitive.




4. Click the VOX tab, and complete the fields in the following table:

You can accept the defaults for the other fields.

5. Click the VRU tab, then right-click in the tab and select New VRU.


Name VOXServer


For example, select Voice from the drop-down list if the machine is in the Voice domain.




Workflow server Select the Workflow server for IVR contacts.

This server is the Workflow server that you created in Creating a Workflow Server for an IVR on page 160.

Maximum Wait Time

Enter 8. The maximum wait time is the maximum number of seconds that the VOX server waits for a connection to an IVR.This value needs to be greater than the value of Disable wait.

Disable Wait Enter 6. If an attempt by the VOX Server to connect to an IVR fails, and the failed attempt took more than the maximum number of seconds in this field, the VOX server disables all future attempts to connect to that IVR.This value needs to be less than the value of Maximum Wait Time.Note: If the VOX server disconnects from the IVR, stop and restart the VOX server to reconnect to the IVR.

Scripter Method Clear this field.

Configuring Connections to an IVR (Optional)


6. In the VRU Editor, complete the fields in the following table, then click OK:

7. Right-click in the VRU tab and select New Line to open the VRU Line Editor.The following figure shows the VRU Line Editor with several lines configured for an Avaya CONVERSANT® System for Interactive Voice Response.


VRU System Name

Enter the IP address of the IVR.

TCP/IP Port Enter the Port through which the VOX server connects to the IVR.Note: If the IVR connects to the VOX Server, leave this field empty.

The default port is 3000. Port 3000 is the port that the CONVERSANT® System for Interactive Voice Response uses.Note: If the IVR connects to the VOX Server, enter the VOX Listener Port on the VOX tab. If your system supports named ports (�services�), you can enter the service name. The service name must not start with a digit.

Initiate connection to VOX

Check this field if the IVR connects to the VOX Server.

If the IVR listens for a connection from the VOX Server, clear this field.

Ping Time Enter the expected time (in seconds) between pings for the IVR.

Leave this field blank to disable this parameter.If the IVR does not issue pings at least this quickly, Avaya IC issues alarms.



8. In the VRU Line Editor, complete the fields in the following table:



VRU IC Manager completes this field with the IVR system name.

Extension Enter the telephone line extension number to associate with the Channel number.

If the line numbers are sequential, you can associate multiple phone and channel numbers in a single entry. For example, enter: 4100-4104 in this field and 0 in the Channel field to associate extension 4100 with channel 0, 4101 with channel 1, etc. If the line numbers have leading zeros, a range preserves the zeros only if all line numbers in the range have the same number of digits.

Channel Enter a Channel number that the IVR uses to recognize the line number in the Extension field.


Chapter 6: Configuring the Web Channel

The web channel of Avaya� Interaction Center includes Avaya Web Management (Web Management). Web Management is a Web-based marketing, sales, and service application that personalizes and manages Web transactions across the enterprise. Web Management includes integrated functionality for:

● Web self-service

● Live customer interaction through chat contacts and voice chat contacts

● Email functionality in your customer Web site

The Shared Browsing component of Web Management allows agents to view the same Web pages as a customer. When you integrate Shared Browsing with your Website, note that:

● Shared Browsing supports:

� State and session information stored in the cookie of the customer

� State and session information stored in query parameters in the URL

� Internet Explorer auto-complete feature

� Form handling and preservation during and after chat sessions, such as separate windows for Web browser and chat

● Shared Browsing does not support:

� State and session storage in a custom object

� Form POST

� Server.transfer

You must configure the web channel if your Avaya IC system includes one or more of the following:

● Web Management

● Email Management

● Voice Chat

To configure the web channel, perform the steps in the following sections:

1. Prerequisites for Configuring the Web Channel on page 166.

2. Configuring Interaction Engine Servers on page 167.

Configuring the Web Channel


3. Configuring the Secondary Server Environment on page 177.

4. Configuring Web Management Services on page 179.

5. Configuring the Workflow Server for Web Management on page 185.

6. Using Workflows for Web Management on page 187.

7. Configuring Routing Hints for the Qualify Chat Workflow on page 188.

8. Integrating Web Management Administration on page 191.

9. Configuring the ICM Bridge on page 192.

10. Configuring the ICM Server on page 192.

11. Configuring the Central Internet Routing Service on page 196.

12. Configuring the Website on page 198.

13. Refreshing the Directory Server on page 201.

14. Configuring SearchServer Full Text Searches on page 201.

Your Avaya IC system can also include the following optional configurations for the web channel:

● Configuring SSL Security for Web Servers (Optional) on page 204

● Setting Up a Separate Administration Website (Optional) on page 208

● Setting Up a Separate Customer Website (Optional) on page 213

Prerequisites for Configuring the Web ChannelBefore you configure the web channel, make sure that you:

1. Install and configure all prerequisite software and hardware, including one or more of the following:

● Database● Web server● JRun● JDKFor information on which prerequisites you need for each machine, see IC Installation Prerequisites Guide.

2. On each machine that will host a Website, configure JRun for Web Management, including the following:

a. In the JRun Management Console, create a separate server in JRun to host each Website.

Configuring Interaction Engine Servers


b. In the JRun Management Console, configure a connector filter from each of your Website and Email Template Administration JRun servers to your External Web Server (IIS or Sun ONE server).



d. From a command line, run the JRun -install command with the appropriate arguments to add the JRun servers to the machine�s services.

e. Configure the JRun servers to start automatically.


! CAUTION:CAUTION: Make sure that the port assigned to the Website JRun server does not

conflict with a port assigned to another server. JRun does not check that a port is available before using that port.

3. Copy the server files to the machines where you plan to run the Avaya IC servers, described in Installing Avaya IC Servers on page 40.

4. Install the Avaya IC design and administration tools.

5. Perform all the steps to configure the Avaya IC core servers, databases, and related components, described in Configuring Core Servers and Databases on page 57.

6. On Solaris machines, install a Windowing environment such as X-Windows on the machine that hosts the Website and ICM server.

Configuring Interaction Engine ServersYou need to add and configure some of the Interaction Center servers for the web channel. These instructions include only those properties required to get the servers up and running. For information about other server properties, see IC Administration Volume 1: Servers & Domains.

You need the following Interaction Engine servers for Web Management:

Attribute server � Acts as a communications bridge between the ICM server and the WebACD server for chats. Provides tracking of user web page browsing sessions for



Datawake. This server also provides website property event notifications between the website and the ICM server.

ComHub server � Provides a communications hub for the Web Management and Email Management servers. This server also assists in passing information from a web-based interface to the WebACD server, and helps the WebACD server to respond to agent requests, such as logon or logoff.

Paging server � Serves as a communications bridge between Avaya Agent and the WebACD server. This server brokers messages to ensure they are sent to the correct agents and to the WebACD server.

WebACD server � Performs as a call distributor for chat and email contacts. This server assigns tasks to agents and tracks the different states of the agent interactions. This server uses the Attribute server, Paging server, ICEmail server, and ComHub server to complete support operations such as managing agent states and administering agent and contact interactions. This server is also known as the Web Agent Automatic Call Distributor (ACD) server.


Note:Note: Add and configure the servers in the order in which they are presented in the

following sections. If you do not need a particular server, omit that server and continue with the next server.

Creating the WebACD ServerThe Avaya IC installation program does not automatically add this server. Web Management and Email Management require this server.

If your Avaya IC system includes multiple domains, ensure that the failover strategy for your domains includes the following:

Email server failover � The domain that includes your ICEmail server must failover to the domain that includes your WebACD server.

WebACD server failover � The domain that includes your WebACD server must failover to the domain that includes your ICEmail server.



To create the WebACD server:


2. Select WACD from the list of servers. Click OK.


4. Select the WACD tab and complete the following fields:


Name WebACDServer

Domain Select the Avaya IC domain for the machine from the drop-down list.

For example, select Default from the drop-down list.

Host Enter or select the machine�s IP address from the drop-down list.

When you select the host, IC Manager fills in Directory, Port, and Executable.


Host Name Enter the name of the machine that hosts the WebACD server.

For example, enter TESTBOX.

Domain Enter the domain of the machine that hosts the WebACD server.

For example, enter xyzcorp.com.

Service Port 4010 If you need to change the default port, see Changing the Service Port for the WebACD Server on page 31.


The default name for this data source is interaction_center.This is the data source that you created in Generating the Interaction Center Application on page 80.

WACD Webserver

Enter the name and domain of the machine that hosts the Web Administration pages.

For example, enter TEXTBOX.xyzcorp.com.

Port Enter the port that the WebACD server uses for connections with Web applications.

Default port is 80 unless you plan to configure SSL for your website.




Creating the Attribute ServerThe Avaya IC installation program does not automatically add this server. Web Management requires this server.

Before you create the Attribute server, you must create an administrative account with Operator privileges for the ICM Bridge. For more information, see Setting Up Administrative Accounts on page 85.

To create the Attribute server:


2. Select Attribute from the list of servers. Click OK.

Protocol Select the protocol that you use to connect to the Website.

Select http unless you plan to configure SSL for your Website. For more information on SSL, see Configuring SSL Security for Web Servers (Optional) on page 204.

Comhub Host Name

Enter the fully-qualified domain name of the machine that hosts the ComHub server.

For example, enter TESTBOX.xyzcorp.com.

Comhub Port Enter the service port for the Comhub server.

Default service port is 4001. If you need to change the default, see Changing the Service Port for the ComHub Server on page 32.

Website Context Enter the name of the Web application used for Web Management.

The default website context is website.





4. Select the Attribute tab and complete the following fields:


Name AttributeServer


For example, select Web from the drop-down list if the machine is in the Web domain.




Port If you need to change the default, see Changing the Service Port for the Attribute Server on page 33.

Enable Proactive Contact

Check this field if your Avaya IC includes Datawake.

Enable ICM Bridge Check this field.

IC Login Enter the ICM account that the ICM bridge uses to log in. You also use this account in the Web tab of the Configuration Tool when you configure Web Management services.The ICM account must be in one of the following domains:● The same domain as the WebACD server ● In a domain that can failover to the WebACD server

domainYou must also include a Workflow server in the same domain as the ICM account.Note: Use the ICM account that you created in Setting Up Administrative Accounts on page 85. This account must have Operator privileges. Do not use the Administrative account for IC Manager or any other account for which the password may change.




Creating the ComHub ServerThe Avaya IC installation program does not automatically add this server. Web Management and Email Management require this server.

To create the ComHub server:


2. Select ComHub from the list of servers. Click OK.


IC Password Enter the password for the IC Login.

ICM Servers ● Click the Ellipsis button (�).● In the ICM Servers dialog box:

� Click New.� Check Enabled.� Enter the name and domain of the machine that

hosts the ICM server. For example, enter TESTBOX.xyzcorp.com.

� Accept the default port number or change to an available port.

� Click OK.



Name ComHubServer


For example, select Web from the drop-down list if the server is in the Web domain.





4. Select the ComHub tab and complete the following fields:


Creating the Paging ServerThe Avaya IC installation program does not automatically add this server. Web Management and Email Management require this server.

To create the Paging server:


2. Select Paging from the list of servers. Click OK.



Host Name Enter the fully-qualified domain name of the machine that hosts the ComHub server.


Service Port 4001 If you need to change the default, see Changing the Service Port for the ComHub Server on page 32.



Name PagingServer


For example, select Web from the drop-down list if the server is in the Web domain.





4. Select the Paging tab and complete the following fields:

5. If you changed the default service port of 4001 for the Comhub server, perform the following steps:

a. Right-click on a blank space of the Paging tab.

b. Check the box next to Show Advanced Properties.

c. In the Comhub Port field, enter the service port for the Comhub server.


Starting the Interaction Engine ServersBefore you configure your media channels, you must start the Interaction Engine servers. When you start the Attribute server, the WebACD server will start automatically.

To start the Interaction Engine servers:

1. Select the server.

2. Right-click on the server and select Start.For more information about the correct order for starting and stopping Avaya IC servers, see Starting and Stopping Servers on page 105.


Host Name Enter the name of the machine that hosts the Paging server.

For example, enter TESTBOX.

Domain Enter the domain of the machine that hosts the Paging server.


Service Port 4200 If you need to change the default, see Changing the Service Port for the Paging Server on page 32.

Comhub Host Name

Enter the fully-qualified domain name of the machine that hosts the ComHub server.




Setting Startup Options for the Interaction Engine ServersYou need to set the following Web Management servers to autostart, as described in the following sections:

● Setting Startup Options for Servers in IC Manager on page 175

● Setting Startup Options for Services on Windows on page 175

● Setting Startup Options for Services on Solaris on page 176

For information about the VMM, see Setting Startup Options for the Voice Media Manager on page 254.

Setting Startup Options for Servers in IC Manager

Set the following servers to autostart:

● Attribute server● ComHub server● Paging server● Workflow serverTo set startup options for servers in IC Manager:

1. Double-click the server in the Server tab.


3. Check the Auto Start box.

Setting Startup Options for Services on Windows

Set the following services to autostart:

● Avaya IC 6.0 ICM Service● Avaya IC 6.0 CIRS Service● JRun Servers that host Web Management components● World Wide Web Publishing Service (for IIS)To set startup options for services on Windows:

1. In the Services control panel, right-click on the service and select Properties.

2. Select Automatic from the Startup Type drop-down list. Click OK.



Setting Startup Options for Services on Solaris

Set the following services to autostart:

● ICM Server:

� To set this service to autostart, add the following command to the UNIX startup script: ../bin/icm.sh

� To stop this service, use the UNIX kill command to kill the shell script and its child java process

● CIRS Server:

� To set this service to autostart, add the following command to the UNIX startup script: ../bin/cirs.sh

� To stop this service, use the UNIX kill command to kill the shell script and its child java process

● JRun Servers that host Web Management components:

� To set each JRun server to autostart, add the following command to the UNIX startup script: ../bin/<jrun_server_name> start

� Stop each JRun server with the following command: ../bin/<jrun_server_name>stop

Do not use the JRun Management Console to start the Web Management JRun server, unless you start the JRun Admin server with the following command: ../bin/JRunServer admin start

● Sun ONE Server Web server:

� To set this server to autostart, add the following command to the UNIX startup script: <iPlanet_install_dir>/https-<iPlanet_server_name>/start

� Stop each JRun server with the following command: <iPlanet_install_dir>/https-<iPlanet_server_name>/stop

Configuring the Secondary Server Environment


Configuring the Secondary Server EnvironmentIf you plan to host your Website on a separate machine from the Web Management servers, you must configure a secondary server environment on the Website machine. You must start all JRun servers on the target machine before you start the ORB server. For more information about how to create a secondary server environment, see Installing Secondary Servers on page 49.

To configure the secondary server environment:

1. In the Avaya IC Configuration Tool, click the Initial Config tab.

2. Copy the server files to the secondary server machine, as described in Installing Avaya IC Servers on page 40.

3. Click Yes to answer the question Do you want to run the Configuration Tool now?4. In the Configuration Tool, click Overwrite old config?5. Select Secondary from the Select Mode drop-down list.

6. Complete the fields in the following table:



Secondary ORB port



Primary Host Name



Primary ORB Port





IC Password Click the Ellipsis button (�) and enter the password for the IC login ID.



7. Click Apply Settings in the Configuration Tool to configure the secondary server environment.

Tip:Tip: If the Configuration Tool displays a "Failed to load vesp.imp" error message,

confirm that your secondary ORB server has started, and that your primary ORB server and secondary ORB server have not lost their connections to the network.

8. Click Exit.9. Set the startup options on the secondary ORB server to Manual.

For more information, see Setting Startup Options for the Interaction Engine Servers on page 175.


Start ORB Server Do not check this field. You do not want the secondary ORB server to run on this machine.



For Oracle databases. Set this parameter on every machine that hosts a Data Connector server.See NLS LANG on page 46.








Configuring Web Management Services


Configuring Web Management ServicesYou must configure the properties on the Web tab of the Configuration Tool on every machine that hosts Web Management servers and the Website. The Configuration Tool groups the servers, so you configure all Web Management servers or only certain servers on a specific machine.

Note:Note: On Solaris, the Configuration Tool overwrites the JRun connector port

number in the Sun ONE� Server configuration files with 51000 when the tool configures the Website and Email Template Administration JRun servers. If this port conflicts with existing connector filters for other JRun servers on the same machine, change the port manually after the configuration.

The Web tab of the Configuration Tool includes the Configuration Types in the following table:

Configuration Type

Description Notes

Everything Configures the Web properties for all Web Management servers and performs configuration steps such as:● Configures and installs WebAdmin plugin for

WebACD administration● Configures and installs datawake plugin for

datawake and Proactive Web Contact ● Configures PDM● Configures SQL Server DSN (if appropriate)● Configures ICM and CIRS bootstrap files● Creates ICM and CIRS Windows services (if

selected)● Configures JRun and Website web applications● Configures IIS virtual directories for Website

and ICM



External Web Server

Configures the external web server that hosts the website, and performs configuration steps such as:● Configures and installs datawake plugin for

datawake and Proactive Web Contact ● Configures PDM● Configures SQL Server DSN (if appropriate)● Configures ICM bootstrap file● Configures CIRS bootstrap file● Creates ICM and CIRS Windows services (if

selected)● Configures JRun and Website web applications● Configures IIS virtual directories for Website ● Configures IIS virtual directories for ICM

Does not configure SearchServer.For more information, see Setting Up a Separate Customer Website (Optional) on page 213.

Admin Web Server

Configures the servers that administer Web Management, and performs configuration steps such as:● Configures and installs WebAdmin plugin for

WebACD administration● Configures and installs datawake plugin for

datawake and Proactive Web Contact ● Configures PDM● Configures SQL Server DSN (if appropriate)● Configures JRun and Website web applications● Configures IIS virtual directories for Website● Creates ICM and CIRS Windows services (if

selected)

For more information, see Setting Up a Separate Administration Website (Optional) on page 208.

Backend Servers Configures the servers that run Web Management, and performs configuration steps such as:● Configures PDM● Configures SQL Server DSN (if appropriate)● Creates ICM and CIRS Windows services (if

selected)

Does not create the ICM service, create virtual directories, or configure the Website JRun application.Note: Use to configure the Attribute server but no other Web Management servers.

Configuration Type

Description Notes



You configure the web properties for servers on the Web tab of the Avaya IC Configuration Tool, shown in the following figure.

! CAUTION:CAUTION: The Configuration Tool overwrites all manual edits that you make to an

Avaya IC configuration file.



To configure web properties for servers:

1. Start the Configuration Tool:





2. Log in with your IC Manager login ID and password.

3. Click the Web tab.

4. Select the group of servers that you want to configure from the Configuration Type drop-down list.

If you plan to host Web Management servers on multiple machines, select the configuration type for the servers on the target machine and repeat these steps on each machine.

5. Complete the following fields in the Web tab.


JRUN Home Enter the directory path for your JRun server in the JRUN Home field.

For example, if you installed JRun Server in the default directory, enter C:\Program Files\Allaire\JRun

JDK Home (Solaris Only)

Enter the path to the installation directory for the JDK.

For example, if you installed the JDK in the default directory, enter /usr/j2seDo not complete this field for Windows installations.

Oracle Client Home (Solaris Only)

Enter the path for the Oracle client.


Configure Website Check this box if the target machine includes the Website.

ICM Service Check this box if you want to configure an ICM server on the target machine.

For more information, see Configuring the ICM Server on page 192.

CIRS Service Check this box if you want to configure a CIRS server on the target machine.

For more information, see Configuring the Central Internet Routing Service on page 196.



Website JRUN Server

Enter the name of the JRun server that hosts the Website web application.

For example, if you created a JRun server named CustomerWebsite, enter CustomerWebsite.This field is case-sensitive.

Configure Email Template Administration

Check the box if the current machine includes Email Management.

Email Template Administration JRUN Server

Enter the name of the JRun server that hosts the Email Template Administration web application.

For example, if you created a JRun server named emailAdmin, enter emailAdmin.This field is case-sensitive.


Enter the installation path for the Sun ONE� Server instance that hosts your Website.


Web Server Name Enter the name of your Web server.

For example, enter:● Windows � Default Web Site● Solaris � root name of the server

as found in the Sun ONE� Server home directory, for example, testbox.xyzcorp.com

Note: Do not include https- in the Web server name.

Web Server Host Enter the name of the machine that hosts your Web server.

For example, enter testbox.Do not include the domain.

DNS Domain Enter the DNS domain of the machine that hosts your Web server.

For example, enter xyzcorp.com.Note: Check the default entry carefully to ensure that it is correct.

Web Server Port Http � 80Https � 443

Do not change the default unless you assign a different port to the Web server.

Website Virtual Directory Name

Enter the virtual directory for your website.

For example, the default virtual directory is website.

WebACD Select the WebACD server from the drop-down list.

Automatically lists all WebACD servers in IC Manager. If the server is not listed, close the Configuration Tool and create the server.

Attribute server Select the Attribute server used by the datawake plug-in.

Automatically lists all Attribute servers in IC Manager. If the server is not listed, close the Configuration Tool and create the server.




6. Click Apply Settings. Click Exit.

Database Host(Solaris only)

Enter the root name of the database server as found in the Oracle home directory.

Database login Enter your database DBA login ID.

For example, enter sa.

Database password Click the Ellipsis (�) button and enter the password for your DBA login ID.


Select the data source for the Interaction Center application that you created in Generating the Interaction Center Application on page 80.

Repository Data Source

Select the IC Data Source for the CI Repository database.

Select the data source for the CI Repository application that you created in Generating the CI Repository Application on page 70.

IC Login Enter an Avaya IC login account.

This Avaya IC login must be the same account that you entered when you configured the Attribute server. The account have at least Operator permissions. The Website, ICM server, and CIRS server use this account. If the login does not have Operator permissions:● the Website cannot read Routing

Hints and email accounts● All three servers can have

problems receiving Directory server events

Do not use the Administrator account for IC Manager or any other account for which the password may change.

IC Password Enter the password for the IC Login.


Configuring the Workflow Server for Web Management


Configuring the Workflow Server for Web Management

To configure the Workflow server for Web Management, perform the steps in the following sections:

1. Configuring the Synchronous Startup Flows on page 185

2. Creating the Web Channel for the Workflow Server on page 186

3. Restarting the Workflow Server on page 187

If your Avaya IC system includes multiple Workflow servers, perform these steps on each Web Workflow server that processes chat contacts.

Configuring the Synchronous Startup Flows

! CAUTION:CAUTION: If you do not configure and run the synchronous startup flows, the Qualify

Chat flow and Qualify Email flow cannot resolve the pkey of the queue where a contact is to be routed. If this occurs, the routing of chat contacts and email contacts will fail with the following emergency alarm message: �Could not resolve queue pkey or agent for queueing the contact.�

To configure the synchronous startup flows:

1. In IC Manager, double-click the Workflow server that handles chat contacts.


3. Click Synchronous Startup Flows.4. If the following rows do not exist, add them to the Synchronous Startup Flows:

a. Click New.

b. In the new row, enter web_routing.update_agent_primaryworkgroup

c. Click New.

d. In the new row, enter web_routing.update_qw_cache

e. Click OK.



Creating the Web Channel for the Workflow ServerTo create the web channel for the Workflow server:

1. In IC Manager, double-click the Workflow server.






8. Click OK.



Service WACD

Criteria media=chat



Service Range Completed by IC Manager

Event wacd.qualifychatNote: This field is case-sensitive.

Flow <flow_project>.<flow_name>For example, to use the sample workflow, enter wacd.qualifychat

Using Workflows for Web Management


Restarting the Workflow ServerTo restart the Workflow server:

1. In IC Manager, select the Workflow server that handles chat contacts.

2. Right-click the Workflow server and select Stop.

3. After the Alarm Monitor at the bottom of IC Manager displays a message confirming that the Workflow server has stopped, right-click the Workflow server and select Start.

Using Workflows for Web ManagementYou can use the sample workflows to configure and test your Web Management servers. When you move into production, you must modify the properties of the sample workflows to meet your system needs and configuration. For more information, see Avaya Workflow Designer Guide.

Web Management uses the following sample workflows:

● Qualify Chat flow in the WACD project

● All workflows in the WebRouting project

● All workflows in the WebCenter project

The Avaya IC seed data includes compiled sample workflows for these projects. When you created the CCQ database, you imported the compiled workflows with the seed data and stored them in the database.

You must make sure that no workflows use a formatted telephone number to look up customer records. For example, confirm that your Qualify Chat workflow does not use a formatted telephone number in the Customer Lookup block.


Note:Note: If you add a queue to route chat contacts, you need to re-run the

update_qw_cache and update_agent_primaryworkgroup workflows in the Web_Routing project. If you do not want to stop and start the Workflow server that processes chat contacts, click Run Flows on the General tab of the Workflow server. You may need to enter web_routing.update_agent_primaryworkgroup, if the list does not include this workflow.



Configuring Routing Hints for the Qualify Chat Workflow

The following blocks in the Qualify Chat workflow use the routing hints in the RoutingHint and OutboundRoutingHint tables in the Directory server:

● Hints (Global) block

● Queue Qualifier Device block

● Set Route Step block



To configure the routing hints, perform the steps in the following sections:

1. Adding Routing Hints on page 188.

2. Associating Routing Hints with Web Self-Service Documents on page 190.

Adding Routing HintsYou use IC Manager to add these hints to the RoutingHint and OutboundRoutingHint tables. The Qualify Chat workflow uses hints from the RoutingHint table to route incoming chat contacts, and uses hints from the OutboundRoutingHint table to route outbound chat contacts.


● A routing hint


Tip:Tip: The default chat queue is DefaultChatQueue@DefaultTenant. You can

create and use additional chat queues for routing chat contacts. For more information, see IC Administration Volume 2: Agents, Customers, & Queues.

The following instructions provide information about how to add routing hints to the RoutingHint table. You can use the same steps to add routing hints to the OutboundRoutingHint table.

Configuring Routing Hints for the Qualify Chat Workflow


To add routing hints:


2. In the left pane, select Tables > Workflow > RoutingHint. 3. Click New.

4. In the right pane, complete the fields in the following table:

5. Click OK.

6. Click Apply.


Note:Note: If you add a new routing hint table, you need to update the

RoutingHintTableName value in the Hints (Global) block and the Queue Qualifier Device block of the Qualify Chat workflow. After you update these blocks, you must then build and load the workflow.

Parameter Recommended Entry Description

Routing Hint Enter a routing hint. The routing hint must be a single word in all lower case, and cannot contain any special characters.For example, if you want to create a routing hint for all contacts from customers who want to purchase or get information about a particular product, enter the name of the product.

Voice Queue ID Enter a valid queue ID or device number for the voice queue where all phone contacts that match the routing hint need to be routed.

If you do not want to map this routing hint to a voice queue, leave this field blank.Avaya IC does not include a default voice queue. For information about voice queues, see Creating a Voice Queue on page 125 and IC Administration Volume 2: Agents, Customers, & Queues.

Chat Queue ID Enter a valid queue ID or device number for the chat queue where all chat contacts that match the routing hint need to be routed.

If you do not want to map this routing hint to a chat queue, leave this field blank.DefaultChatQueue@DefaultTenant is the default chat queue. For more information about chat queues, see IC Administration Volume 2: Agents, Customers, & Queues.

Email Queue ID Enter a valid queue ID or device number for the email queue where all email contacts that match the routing hint need to be routed.

If you do not want to map this routing hint to an email queue, leave this field blank.DefaultEmailQueue@DefaultTenant is the default email queue. For more information about email queues, see IC Administration Volume 2: Agents, Customers, & Queues.

Category/Qualifier Leave this field blank.



Associating Routing Hints with Web Self-Service DocumentsAfter you add the routing hints to the Directory server tables, you can associate the routing hints with documents in the Web Self-Service database.

When a customer requests a chat contact with an agent, Web Management records the last document that the customer viewed on the Website. If that document has an associated routing hint, the Qualify Chat workflow uses that routing hint to determine the correct queue for the chat contact.

Note:Note: If you create a new queue and associate that queue with a routing hint, you

must restart the Website JRun server before you can see the routing hint in the Routing Hint drop-down list.

For more information about the Web Self-Service database, see IC Administration Volume 3: FAQs, Document Collections, & Legacy Data.

To associate routing hints with Web Self-Service documents:

1. In IC IC Manager, select Services > Web Response Unit. 2. In the left frame, click Web Self-Service Console.

3. In the Web Self-Service Console page:

a. Select a tenant from the drop-down list.

b. In the left frame, click Manage FAQ.

4. In the Manage FAQ page:

a. Click the document in the list of documents.

b. Click Update.

5. In the document, scroll down to the Routing Attributes section.

6. Select up to two routing hints from the Routing Hint drop-down lists.

Note:Note: Do not select two routing hints with exactly the same value. If you select

identical routing hints and use the sample Qualify Chat workflow, Avaya IC routes all chat tasks to the Default chat queue.

If you want to associate a routing hint that is not in the drop-down lists, add the routing hint and queue ID to the RoutingHint table. For more information, see Adding Routing Hints on page 188.

7. Click Update.

Integrating Web Management Administration


Integrating Web Management AdministrationWeb Management Administration is a set of Web pages. You open Web Management Administration from IC Manager. You use Web Management Administration to administer and configure Web Management and Email Management.

Note:Note: You only need to complete those properties listed in this section to integrate

Web Management administration. You do not need to complete the other properties available in the System/Configuration list.

To integrate Web Management Administration with IC Manager:

1. In IC Manager, select Tools > Groups.

2. Click the Properties tab.

3. Click the IC node in the left pane.

4. In the Sections list, click System/Configuration.

5. Double-click the Value column next to ChatLoginServer in the list of properties and complete the following fields:

a. In the Property Value field, enter the fully-qualified domain name of the machine that hosts the JRun server for the Web Management Administration Website. For example, enter support.xyzcorp.com.

b. Click OK.

6. Double-click the Value column next to ChatLoginServerWebsite in the list of properties and complete the following fields:

a. Enter the name of the JRun web application for the Web Management Administration Website.

This is the name that you specified when you configured the website JRun application in Configuring Web Management Services on page 179. The Web Management Administration Website must be on the machine that you specified for the ChatLoginServer property.

b. Click OK.

7. If you serve your Web Management Administration pages from a secure web server, you must also modify the following properties:

● ChatLoginServerPort � Enter 80 or 443 (the port that your secure server uses)

● ChatLoginServerProtocol � Enter http or https (the protocol that your secure server uses)


9. Exit and restart IC Manager.



Configuring the ICM BridgeYou configure the ICM Bridge in the Attribute server. For more information, see Creating the Attribute Server on page 170. You must add a record for every ICM server to the ICM Bridge.

If you configured the ICM bridge for your ICM servers when you created the Attribute server, continue with Configuring the ICM Server on page 192.

To configure the ICM Bridge:

1. In IC Manager, double-click the Attribute server in the list of servers.

2. Click the Attribute tab.

3. Click the Ellipsis button (�) next to the ICM Servers field.

4. In the ICM Servers dialog box:

a. Click New.

b. Check Enabled.

c. Enter the name and domain of the machine that hosts the ICM server. For example, enter TESTBOX.xyzcorp.com.

d. Accept the default port number or change to an available port.

5. Click OK.

Repeat these steps for every ICM server in your Avaya IC system.

Configuring the ICM ServerThe ICM server is a service that hosts text conferencing for Web Management. The ICM server does not run in IC Manager. On a Windows machine, you can stop and restart the ICM server in the Services Control Panel.

Repeat the following steps for each ICM server in your Avaya IC system.

To configure the ICM Server:


2. From the Tables list in left pane, click Chat > ICM.

3. Click New.

Configuring the ICM Server


4. In the right pane, enter a name for the ICM server in the Global ICM Name field.

If your Avaya IC system includes multiple ICM servers, enter a name that allows you to easily identify the ICM server. For example, for an ICM server on the TESTBOX machine, enter icm_TESTBOX.

The ICM server uses the global name to determine which ICM record to read for configuration. The global name in this field must match the dsObject parameter in the etc/systemParms.txt file

5. In the right pane, review the fields in the following table.

Note:Note: Do not enter a value or change the default values in these fields unless a

property needs to be explicitly changed from the default value calculated by the ICM server during its initialization. Most Avaya IC systems do not require changing any of these fields.

Parameter Description

ICM Active External clients use this parameter to determine which ICMs to use.

ICM Server Name The fully-qualified domain name of the machine that hosts this ICM server.Note: Only complete this field if this ICM server is in a different network domain than IC Manager.

SMTP Host The fully-qualified domain name of the machine that hosts the SMTP server. For example, SMTPSVR.xyzcorp.com.

Chat Transcript Directory

The directory where Avaya IC stores the chat transcripts. The default directory is <install_dir>\IC60\comp\icm\transcript

Style Sheet Directory The directory where Avaya IC stores the style sheets used to format emails that include chat transcripts.If you use the default installation directory, IC Manager automatically enters the following directory:../comp/icm/transcriptxsl

CIRS Host The name of the machine that hosts the CIRS server used for load balancing.

ICM Property Management Debug Level

A number from 0 to 4 that represents the debug level for ICM components. Level 0 provides no debugging information in the logs, and level 4 provides full debugging information.

ICM Toolkit Debug Level

A number from 0 to 4 that represents the debug level for ICM toolkit components. Level 0 provides no debugging information in the logs, and level 4 provides full debugging information.



6. Right-click in the right pane, check the box next to Show Advanced Properties, and then review the fields in the following table.

Note:Note: Do not enter a value or change the default values in the Advanced

Properties unless a property needs to be explicitly changed from the default value calculated by the ICM server during its initialization. Most Avaya IC systems do not require setting any of the advanced properties.


Agent Connectivity Options (sec sec sec)

This field contains three sets of seconds separated by spaces. For example, 60 600 1200.These sets of seconds represent the following parameters for configuring agent connections in seconds:● checkInterval � How often to check the state of the

connections● sendInterval � How often to send a keepalive event

across the connection● disconnectInterval � How long to wait before

disconnecting a connection due to inactivity

CIRS Connectivity Options (sec sec sec)

This field contains three sets of seconds separated by spaces. For example, 60 600 1200.These sets of seconds represent the following parameters for configuring CIRS connections in seconds:● checkInterval � How often to check the state of the




Caller Connectivity Options (sec sec sec)

This field contains three sets of seconds separated by spaces. For example, 60 600 1200.These sets of seconds represent the following parameters for configuring caller connections in seconds:● checkInterval � How often to check the state of the




Configuring the ICM Server


ICMBridge Connectivity Options (sec sec sec)

This field contains three sets of seconds separated by spaces. For example, 60 600 1200.These sets of seconds represent the following parameters for configuring ICM Bridge connections in seconds:● checkInterval � How often to check the state of the




IC Site Automatically lists all sites in your Avaya IC system. This field contains the site where this ICM server is located.

Transcript Poll Interval (min)

How long the ICM server waits before checking the chat transcript directory and processing the transcripts to email to customers and save to the database.

CIRS Port Enter the port number. The default is 9506.

PDM Path The directory and file name of the pdm.xml file.For example, <install_dir>\IC60\etc\pdm.xml.Note: Solaris is case-sensitive. If your machine uses Solaris, you must use all lower-case letters in the directory and file name.

Attribute Server Automatically lists all Attribute servers in IC Manager. This field contains the same Attribute server that you use in the Website configuration.

Maximum Property Management Log Size (KB)

The property management log is named: icmname_website.log

Tunnel Port The ICM tunnel port used by the ICM server. The default port is 9505.

Agent Server Port The default port is 9501.

Caller Port The default port is 9502.

ICMBridge Port The default port is 9503.

Util Port The default port is 9504.

Enable Transcript Added Flow

Only check this box if your Avaya IC system includes integration with another system. When you check this box, the ICM server runs the workflow from the Transcript Added Flow Name field when Avaya IC processes chat transcripts.





8. Re-start the ICM server.

Configuring the Central Internet Routing ServiceIf your Avaya IC system includes multiple ICM servers, you must configure a Central Internet Routing Service (CIRS server) to balance the load between the ICM servers. Repeat the following steps for each CIRS server in your Avaya IC system.

The CIRS server does not run in IC Manager. On a Windows machine, you can stop and restart the CIRS server in the Services Control Panel.

To configure the CIRS server:


2. From the Tables list in left pane, click Chat > CIRS.

3. Click New.

4. In the right pane, enter a name for the CIRS server in the Global CIRS Name field.

If your Avaya IC system includes multiple CIRS servers, enter a name that allows you to easily identify this CIRS server. For example, for a CIRS server on the TESTBOX machine, enter cirs_TESTBOX.

The CIRS server uses the global name to determine which CIRS record to read for configuration. The global name in this field must match the dsObjectName parameter in the etc/cirsSystemParms.txt file.

Transcript Added Flow Name

Name of the workflow to run when Avaya IC processes the chat transcript. Use the format project_name.flow_name in this field.

Transcript Added Flow Event

Name of the event to send in the WorkFlow.Run request when the server processes the chat transcript.


Configuring the Central Internet Routing Service




property needs to be explicitly changed from the default value calculated by the CIRS server during its initialization. Most Avaya IC systems do not require changing any of these fields.

6. Right-click in the right pane, check the box next to Show Advanced Properties then review the fields in the following table.

Note:Note: Do not change the default or complete the Advanced properties unless a

property needs to be explicitly changed from the default value calculated by CIRS server during its initialization. Most Avaya IC systems do not require setting any of the advanced properties.


8. Re-start the CIRS server.


CIRS Active External clients use this parameter to determine which ICMs to use.This box must be checked for the CIRS server to function.

IC Site Automatically lists all sites in your Avaya IC system. This field contains the site where this CIRS server is located.


CIRS Servlet Port The default port is 9508.This is the CIRS service � CIRS caller from the Working with Default Port Assignments on page 26,

CIRS Hostname The name and domain of the machine that hosts the CIRS server. For example, TESTBOX.xyzcorp.com.

CIRS Port The default port is 9506.

No Resource URL. This is the URL used if no resources are available.

Util Port The default port is 9507. This port is used to monitor the CIRS server.



Configuring the WebsiteBefore you configure the website, create the website JRun application in the Configuration Tool. For more information, see Configuring Web Management Services on page 179.

Note:Note: On Solaris, do not start the JRun server that hosts the Website from the

JRun Admin server.

If you are configuring a localized version, you can specify a supported language for the Website. For more information, see Configuring the Website for Supported Languages on page 377.

To configure the Website:


2. From the Tables list in the left pane, click Website > websitecontext.3. Click New.

4. In the right pane, enter a name for the Website in the Global Name field.

Enter a name that allows you to easily identify the Website. For example, for a Website on the TESTBOX machine, enter website_TESTBOX.

The Website uses this parameter to determine which website context record to read. This value must match the dsObject parameter in the following file: <install_dir>\IC60\comp\website\WEB-INF\web.xml



property needs to be explicitly changed from the default value calculated by the Website during its initialization. Most Avaya IC systems do not require changing any of these fields.


Context Active External clients use this parameter to determine which website context to use.This box must be checked for the Website to function.

CIRS Name This is the CIRS server to which the ICM CIRS servlet connects to perform load-balancing for chat contacts.

Website Debug Level A number from 0 to 4 that represents the debug level for the website. Level 0 provides no debugging information in the logs, and level 4 provides full debugging information.

Configuring the Website


6. Right-click in the right pane, check the box next to Show Advanced Properties then complete the fields in the following table.

Note:Note: Do not change the default or complete the Advanced properties unless a

property needs to be explicitly changed from the default value calculated by Website during its initialization. Most Avaya IC systems do not require setting any of the advanced properties.

Default hostname for context

The name of the machine that hosts the Website.Used by external clients to determine the location of your customer-facing Website. If you enter a value in this field, Web Management uses this as the default machine_name in the URL for the customer-facing Website. If you leave this field blank, Web Management uses the value that you use in the URL when you access the customer-facing website for the first time. For example, if you use localhost in the URL the first time, the URL will be http://localhost/website/public.

IC Site This property is not currently used.

Servlet context name The name of your Website servlet. For example, website.This is the web application name in the JRun server. Used by external clients to determine website context name.This value is part of the URL used to access the customer-facing Website. For example, if you enter support for a customer support Website, the URL will be: http://<hostname>/support/public

Default internet protocol

Either HTTP or HTTPS protocol. Used by external clients to determine website protocol.

Default port for context

This is the HTTP connection port that the website uses. The defaults are:● 80 � If protocol is HTTP● 443 � If protocol is HTTPS


Admin Pages Active Used by Website administration pages to determine if the administration pages should be accessible.

Public Pages Active Used by Website administration pages to determine if the public pages should be accessible.

ICM Servlets Active Used by ICM servlets to determine if they should be accessible.





8. Re-start the JRun server that hosts the Website:

● Windows � From the Services Control Panel, restart the JRun web server

● Solaris � Run the following shell script: ../bin/JRunServer <server_name>start

Note:Note: On Solaris, do not start the JRun server that hosts the Website from the

JRun Admin server.

ICM CIRS Servlet Active

You must check ICM Servlets Active to use this field.Used by ICM CIRS servlet to determine if it should be accessible.

ICM Tunnel Servlet Active

You must check ICM Servlets Active to use this field.Used by ICM Tunnel servlet to determine if it should be accessible.

ICM Tunnel Servlet Host

The name of the machine that hosts the ICM server. When this field is empty, the website determines the URL from the chat escalation request. Used by ICM applet to construct tunneling URL.

ICM Tunnel Servlet Polling Interval (msec)

The number of milliseconds that the CIRS server should wait between ICM applet tunnel requests.

Time to wait before tunneling (sec)

The number of seconds that the ICM chat applet will wait before attempting to tunnel.

Maximum website debug file length (KB)

Log size for the website debug file.

Toolkit Debugging Level for Website

A number from 0 to 4 that represents the debug level for website components.

Path to PDM metadata file

The directory path and file name of the pdm.xml metadata file. The default path and file name are: <install_dir>\IC60\etc\pdm.xml

Attribute Server This is the Attribute server to which the website connects to send or receive property management and self-service FAQ updates. This field contains the same Attribute server that you use in the ICM server configuration. If you leave this blank, the Website tries to locate the Attribute server.

WebACD URL The URL that an Administrative website uses to access the WebACD Administration pages.If you leave this field blank, the Website determines the URL from the WebACD server.


Refreshing the Directory Server


Refreshing the Directory ServerAfter you configure the Website, you must refresh the Directory server. The refresh ensures that the Directory server is updated with the new information from the Configuration tab.

To refresh the Directory server:

● In IC Manager, select Manager > Refresh.


Configuring SearchServer Full Text SearchesAvaya IC installs SearchServer as the default index search server. You need to configure SearchServer to:

● Perform full text searches of the Web Self-Service database

● Update the index when data changes

To configure SearchServer full text searches, perform the steps in the section for the operating system on the machine:

● Configuring SearchServer Full Text Searches on Windows on page 201.

● Configuring SearchServer Full Text Searches on Solaris on page 203.

For more information about SearchServer, see the Hummingbird documentation installed with Avaya IC servers.

Configuring SearchServer Full Text Searches on WindowsTo configure SearchServer full text searches on Windows machines, perform the steps in the following sections:

1. Setting up SearchServer Full Text Searches on Windows on page 202.

2. Updating the SearchServer Index on Windows on page 202.



Setting up SearchServer Full Text Searches on Windows

You must set up SearchServer full text searches on every machine that hosts one or more of the following:

● Customer-facing Website● Administrative Website● WebACD serverTo set up SearchServer full text searches on Windows:

1. Navigate to the following directory: <install_dir>\IC60\etc\wru_sql\

2. Run the update command for your database:

● SQL Server:

fulcrum_setup.cmd sqlserver <ccq_database_username> <ccq_database_password>

● Oracle:

fulcrum_setup.cmd oracle <ccq_database_username> <ccq_database_password>

After the update command executes, continue with Step 3.

3. Check the <install_dir>\IC60\etc\wru_sql\wru_createview.err file for errors.

If the file is not present or is empty, the update command executed correctly. If the file includes a message that indicates that the view already exists, this message does not indicate an error. Any other messages in the file indicate errors. Correct these errors as indicated in the message and required by your database, then re-run the update command.

4. Check the <install_dir>\IC60\etc\wru_sql\fulcrum.err file for errors.

If the file is empty, the update command executed correctly. All messages in the file indicate errors. Correct these errors as indicated in the message and required by your database, then re-run the update command.

Updating the SearchServer Index on Windows

If you host your customer Website and WebACD server on different machines, or your Avaya IC configuration includes multiple Websites, you must update the SearchServer full text indices on those machines. You can run the update command as needed or schedule them to run at regular intervals. If you schedule the update to run at regular intervals, do not run the update more frequently than once per hour. For more information about this update command, see the SearchServer documentation.

You must run this update command on every machine that hosts one or more of the following:

● Customer-facing Website● WebACD server

Configuring SearchServer Full Text Searches


Do not run this update command on the machine that hosts the administrative Website. That machine automatically updates its own index.

To update the SearchServer index:

1. Navigate to the following directory: <install_dir>\IC60\etc\wru_sql\

2. Run the following update command: fulcrum_updatendx.cmd

Configuring SearchServer Full Text Searches on SolarisTo configure SearchServer full text searches on Solaris machines, perform the steps in the following sections:

1. Setting up SearchServer Full Text Searches on Solaris on page 203.

2. Updating the SearchServer Index on Solaris on page 204.

Setting up SearchServer Full Text Searches on Solaris

You must set up SearchServer full text searches on every machine that hosts one or more of the following:

● Customer-facing Website● Administrative Website● WebACD serverTo set up SearchServer full text searches on Solaris:

1. Navigate to the following directory: <install_dir>/IC60/etc/wru_sql

2. Run the following command to create the SearchServer indices for full text searching:fulcrum_setup.sh <database_username> <database_password>

When this command executes, you may see the following output:

ERROR at line 1:ORA-00955: name is already used by an existing object

You can ignore this error. This message indicates that the view already exists.

3. Check the <install_dir>/IC60/etc/wru_sql/fulcrum.err file for errors.

If the file is not empty, correct the errors as indicated in the message. The errors in this file are the SearchServer issued errors with error codes.



4. Verify that the command did not create a file with a DIL extension in the <install_dir>/IC60/etc/wru_sql/ directory.

If such a file exists, check the contents for errors. If it contains errors, check the contents of fulcrum_odbctrace.out to see what went wrong. If there were problems with the database connection, confirm that the entries in the odbc.ini file are correct and that you invoked fulcrum_setup.sh with a valid username and password.

After you correct all errors, re-run the fulcrum_setup.sh command.

Updating the SearchServer Index on Solaris

If you host your customer Website and WebACD server on different machines, or your Avaya IC configuration includes multiple Websites, you must update the SearchServer full text indices on those machines. You can run the update command as needed or schedule them to run at regular intervals. If you schedule the update to run at regular intervals, do not run the update more frequently than once per hour. For more information about this update command, see the SearchServer documentation.

You must run this update command on every machine that hosts one or more of the following:

● Customer-facing Website● WebACD server Do not run this update command on the machine that hosts the administrative Website. That machine automatically updates its own index.

To update the SearchServer index:

1. Navigate to the following directory: <install_dir>/IC60/etc/wru_sql

2. Run the following update command: fulcrum_updatendx.sh

For troubleshooting, follow the sequence of steps set out in Setting up SearchServer Full Text Searches on Solaris on page 203.

After you correct all errors, re-run the fulcrum_updatendx.sh command

Configuring SSL Security for Web Servers (Optional)You can configure Web Management and Email Management to work with Secure Sockets Layer (SSL) to provide secure Internet sessions. SSL is optional.

SSL connections require additional work for the Web servers, because they encrypt and decrypt all communications. Therefore, if your system includes SSL, install an ICM server on a machine dedicated to text conferencing. If desired, this ICM server can be a second ICM server. To install a second ICM server, see Installing and Configuring a Second ICM Server on page 309.

Configuring SSL Security for Web Servers (Optional)


If all tenants will be using SSL, you can host all Web Management servers on one machine, but should still host the ICM server on a dedicated machine.

To configure SSL, perform the steps in the following sections:

1. Prerequisites for Configuring SSL on page 205.

2. Modifying the Website Configuration on page 205.

3. Configuring the WebACD Server on page 206.

4. Editing the Configuration File on page 206.

5. Modifying the SSL Properties on page 206.

6. Configuring SSL for Specific Tenants on page 207.

Prerequisites for Configuring SSLBefore you configure Web Management or Email Management to use SSL, you must complete the following steps:

● Install and properly configure SSL. This step requires you to obtain SSL authentication keys from a certifying authority such as VeriSign, Thawte, or GTE CyberTrust.

● If your Avaya IC system includes a second Web Management server for SSL, configure SSL on the secure server and the machine that hosts the ComHub server.

● Install, configure, and test one of the following on the secure server machine:

� A full set of Web Management servers or Email Management servers

� A second ICM server

Modifying the Website ConfigurationYou need to modify the configuration of the website to use SSL values.

To modify the website configuration:


2. From the Tables list in left pane, click Website > websitecontext.3. In the right pane, select the entry for the website and click Edit.4. Update the values in the following fields:

● Default internet protocol � Select https from the drop-down list

● Default port for context � Enter 443

5. Click OK.



6. Click Apply.


Configuring the WebACD ServerTo configure the WebACD server:

1. In IC Manager, double-click the WebACD server in the lists of servers.

2. Click the WACD tab.

3. In the WACD Webserver field, update the values in the following fields:

● Port � Enter 443

● Protocol � Select https from the drop-down list

4. Click OK.

Editing the Configuration FileTo edit the configuration file:

1. In Notepad or another text editor, open webadmin.cfg.

2. Change the value of the attribute serverPort to 443.

3. Add the following new attribute-value pair:

● Attribute� protocol

● Value � https://


Modifying the SSL PropertiesTo modify the SSL properties:



3. Click IC in the left pane of the Group Manager.4. Click System/Configuration in the Sections list.

Configuring SSL Security for Web Servers (Optional)


5. Click the following properties, then click Edit and set values for the properties:

● ChatLoginServerPort � Enter 443

● ChatLoginServerProtocol � Enter https


Configuring SSL for Specific TenantsThe values that you set in the previous steps become the default values for all tenants. All tenants are now configured for SSL by default. You can override this default behavior by setting a tenant specific property.

To set the website.pages.public property:

1. In IC Manager, select Services > MultiTenancy Administration.

2. Click Tenant Properties in the Tenant Admin menu.

3. Select the tenant you want to customize from the Select a Tenant drop-down list.

4. Click Customize Tenant. 5. In the Customize Tenant page, select the language properties you want to set from

the Select Language drop-down list at the top of the page.

6. Select the website properties.

7. Change the website.pages.public property to an absolute URL with the protocol specified as http for non SSL and https for SSL.

For example, to set SSL for a website, https://mymachine.company.com/website/public.

8. Click Update Data at the bottom of the page.



Setting Up a Separate Administration Website (Optional)

You can configure a web server to serve as an administration website only. The administration website will not contain any accessible external or customer-facing content, and the chat functions will be disabled.

These instructions assume that you have already configured Web Management and that you have created a separate JRun server to host the administration website.

Note:Note: If your Avaya IC system includes multiple Attribute servers, all websites and

ICM servers must use the same Attribute server, so that their Tenant customization properties remain synchronized.

To set up a separate administration website, complete the steps in the following sections:

1. Configuring the Secondary Server Environment on page 208.

2. Configuring the JRun Administration Website Server on page 210.

3. Configuring the Administration Website on page 210.


5. Integrating the Administration Website on page 212.

Configuring the Secondary Server EnvironmentYou must start all JRun servers and the Web server on the target machine before you configure a secondary server environment. For more information about how to create a secondary server environment, see Installing Secondary Servers on page 49.










Secondary ORB port



Primary Host Name



Primary ORB Port
















Configuring the JRun Administration Website ServerTo configure the JRun administration website server:

1. In the Avaya IC Configuration Tool, click the Web tab.

2. From the Configuration Type list, select Admin Web Server.3. Complete the following fields in the Web tab:

● Configure Website � Check this box

● Website JRUN Server � Enter the name of the JRun server that hosts the Administration Website web application.

4. Click Apply.

5. Click Exit.

Configuring the Administration WebsiteYou need to create a separate entry for the administration website in the Configuration tab of IC Manager.

To configure the administration website:


2. From the Tables list in left pane, click Website > websitecontext.










3. Click New.

4. Right-click in the right pane, and check the box next to Show Advanced Properties.

5. Complete the following fields in the right pane:

● Global Name � Enter a name for the website, for example, enter AdminWebsite

● Context Active � Check this box

● Admin Pages Active � Check this box

● Public Pages Active � Do not check this box

● ICM Servlets Active � Do not check this box

For more information about these fields, see Configuring the Website on page 198

6. Click OK.

7. Click Apply.


9. Re-start the JRun server that hosts the Administration website.

Configuring the WebACD ServerThe administration and customer websites share the WACD Webserver property in the WebACD server. If you install separate administration and customer websites, you need to configure this property and create a new name-value pair in the WebACD server for collaboration and Sametime to function correctly.

For information on how to set up Sametime, see IC Administration Volume 2: Agents, Customers, & Queues.

To configure the WebACD server for the administration website:


2. Click the WACD tab.

3. In the WACD Webserver field, enter the fully-qualified domain name of the machine that hosts the administration website.

4. Click Apply.


6. Click New, and in the CTI Type Editor dialog box, complete the following fields:

a. CTI Type � Couple

b. Name � collaborationRootURL



c. Value � http://<customer_webserver>/icm/aimagentcl.hta

d. Click OK.

These entries are case-sensitive.

7. If your Web Management system includes the sametime feature, click New, and in the CTI Type Editor dialog box, complete the following fields:


b. Name � sametimeurl

c. Value � http://<customer_webserver>/website/sametime/kickoffsametime.jsp

d. Click OK.

You do not need to complete this step if your Web Management system does not include the sametime feature.


Integrating the Administration WebsiteTo integrate the administration website:





● ChatLoginServer � Enter the fully-qualified domain name of the machine that hosts the administration website

● ChatLoginServerWebsite � Enter the servlet context name that you gave to this website in Configuring the Administration Website on page 210

Note:Note: If the columns in the right pane are Name, Entity, Value, and Overridable,

click the - (minus) button on the toolbar to view and edit these properties.


Setting Up a Separate Customer Website (Optional)


Setting Up a Separate Customer Website (Optional)You can configure a web server to serve as a customer website only. The customer website will not contain any accessible administration functions.

These instructions assume that you have already configured Web Management and that you have created a separate JRun server to host the customer website.

Note:Note: If your Avaya IC system includes multiple Attribute servers, all websites and

ICM servers must use the same Attribute server, so that their Tenant customization properties remain synchronized.

To set up a separate administration website, complete the steps in the following sections:

1. Configuring the JRun Customer Website Server on page 215.

2. Configuring the Customer Website on page 215.


Configuring the Secondary Server EnvironmentYou must start all JRun servers and the Web server on the target machine before you configure the secondary server environment. For more information about how to create a secondary server environment, see Installing Secondary Servers on page 49.










Secondary ORB port



Primary Host Name



Primary ORB Port











Setting Up a Separate Customer Website (Optional)





Configuring the JRun Customer Website ServerTo configure the JRun administration website server:

1. In the Avaya IC Configuration Tool, click the Web tab.

2. From the Configuration Type list, select External Web Server.3. Complete the following fields in the Web tab:

● Configure Website � Check this box

● Website JRUN Server � Enter the name of the JRun server that hosts the customer website web application.

4. Click Apply. Click Exit.

Configuring the Customer WebsiteYou need to create a separate entry for the customer website in the Configuration tab of IC Manager.

To configure the customer website:


2. From the Tables list in left pane, click Website > websitecontext.3. Click New.










4. Right-click in the right pane, and check the box next to Show Advanced Properties.


● Global Name � Enter a name for the website, for example, enter CustomerWebsite

● Context Active � Check this box

● Admin Pages Active � Do not check this box

● Public Pages Active � Check this box

● ICM Servlets Active � Check this box

For more information about these fields, see Configuring the Website on page 198



8. Re-start the JRun server that hosts the customer website.

Configuring the WebACD ServerIf you install separate administration and customer websites, you need to configure this property and create a new name-value pair in the WebACD server for collaboration and sametime to function correctly. These entries are case-sensitive.

To configure the WebACD server for the customer website:



3. Click New, and in the CTI Type Editor dialog box, complete the following fields:


b. Name � collaborationRootURL

c. Value � http://<customer_webserver>/icm/aimagentcl.hta

d. Click OK.

4. If your Web Management system includes the sametime feature, click New, and in the CTI Type Editor dialog box, complete the following fields:


b. Name � sametimeurl

c. Value � http://<customer_webserver>/website/sametime/kickoffsametime.jsp

d. Click OK.



Chapter 7: Configuring the Email Channel

The email channel of Avaya� Interaction Center (Avaya IC) includes Email Management. You must perform the following procedures if your Avaya IC system includes Email Management.

To configure Email Management, perform the steps in the following sections:

1. Prerequisites for Configuring the Email Channel on page 218.

2. Configuring Interaction Engine Servers on page 219.

3. Configuring Email Template Administration on page 226.

4. Configuring the Workflow Server for Email Management on page 227.

5. Using Workflows for Email Management on page 230.

6. Configuring Routing Hints for Email Workflows on page 232.

7. Configuring the WebACD Server for Email Management on page 233.

8. Integrating Email Template Administration on page 234.

9. Configuring Email Accounts on page 235.

10. Creating an Email Status on page 237.

Your Avaya IC system can also include the following optional Email Management configurations:

● Setting Up an Approval Process (Optional) on page 238

● Setting Up Email Auto Response Loop Avoidance (Optional) on page 241

Configuring the Email Channel


Prerequisites for Configuring the Email ChannelBefore you configure the email channel, you must:

1. Install and configure all prerequisite software and hardware. Depending on which servers you plan to configure, the prerequisites can include one or more of the following:

● Database● Email servers and environment● JRun● JDK● Web serversFor information on which prerequisites you need for each machine, see IC Installation Prerequisites Guide

2. Install and configure all required third party software, including SMTP servers, POP3 servers, and email accounts. For more information, see IC Installation Prerequisites Guide.

3. If you have not already done so, configure JRun for Email Management, including the following:

a. In the JRun Management Console, create a separate server in JRun to host Email Template Administration.

! CAUTION:CAUTION: Make sure that the port assigned to the Email Template Administration JRun

servers does not conflict with a port assigned to another server. JRun does not check that a port is available before using that port.

b. In the JRun Management Console, configure a connector filter from the Email Template Administration JRun server to your External Web Server (IIS or Sun ONE� Server).








4. Copy the server files to the machines where you plan to run the Avaya IC servers, described in Installing Avaya IC Servers on page 40



7. If your Avaya IC system also includes Web Management, you must configure the web channel as set out in Configuring the Web Channel on page 165.

8. If your Avaya IC system does not include Web Management, perform the procedures and prerequisites set out in Configuring Interaction Engine Servers on page 167.

Configuring Interaction Engine ServersYou need to add and configure some of the Interaction Center servers for the web channel. These instructions include only those properties required to get the servers up and running. For information about other server properties, see IC Administration Volume 1: Servers & Domains.

Email Management requires all of the Interaction Engine servers for Web Management, plus the following servers:

ICEmail server � Integrates with SMTP and POP3 servers. This server also manages all polling and forwarding of emails into the Avaya IC system from customer to agent. Through workflows, this server also handles the filtering of spam, the delivery of automatic replies, and the management of traffic flow to external agents and approval agents.

Notification server � Allows Avaya IC components to schedule future events, such as the delivery of email, messages, or alerts. Events can be scheduled by an agent or based on the escalation and action rules defined in an Avaya Business Application. This server also provides email lifecycle support by alerting agents to potential delays in email processing.


Note:Note: Add and configure the servers in the order in which they are presented in the

following sections. If you do not need a particular server, omit that server and continue with the next server.



Creating the ICEmail ServerThe Avaya IC installation program does not automatically add this server. Email Management requires this server.

If your Avaya IC system includes multiple domains, ensure that the failover strategy for your domains includes the following:

Email server failover � The domain that includes your ICEmail server must failover to the domain that includes your WebACD server

WebACD server failover � The domain that includes your WebACD server must failover to the domain that includes your ICEmail server

To create the Email server:


2. Select Email from the list of servers. Click OK.


4. Select the ICEMail tab and complete the following fields:


Name EmailServer


For example, select Email from the drop-down list if the server is in the Email domain.





SMTP Server Name Enter the name of the machine that hosts the SMTP server.

For example, enter exchange.

SMTP Helo Domain Name

Enter the domain of the machine that hosts the SMTP server.




HTTP Timeout (sec)

20 This is the number of seconds that the ICEmail server waits for a response to an HTTP request before timing out.

Update Interval (sec)

10

Duplicate Message Checking

Check this field, if desired. Checks to make sure that duplicate messages are not sent or received.

Maximum Messages Retrieved per POP3 Cycle

240

POP3 Cycle Wait Time (sec)

240

Detect Message Loops

Check this field, if desired. Detects the situation where Email Management automatically responds to automatic �out of office� responses from customers, then the customer automatically responds again. This situation can cause the autoresponders at each end to get into a never-ending dialog loop.

Message Loop Count

Accept the default or change, if desired.

The number of automated responses you want the customer to receive in a 24-hour period. Email Management will not automatically respond to messages that exceed this count.

Loop Detection Type

Select a number from the drop-down list.

Loop detection is based on �originator�, �from address�, �reply to address� or �both�. You can select: 0 � Originator (first looks for Reply-To, if not set then looks for �from�)1 � �from� address2 � �reply to� address3 � Both

Loop Template Id Enter a template ID, if desired.

ID of the template used to send a final message to a customer after the message loop count is exceeded.




Blank Message Template Id

Enter a template ID, if desired Determines the ID of the template that is sent when a blank message is received from a contact.

Bounced Message Email Address

Enter an email address. Determines the email address to which �bounce� messages are sent. For example, enter [email protected].

Database Query Retries

Accept the default or change, if desired.

Determines the maximum number of times that the IC Email server will retry database queries if they fail.

Store All Messages Check this field, if desired. Determines if all messages sent to Email Management, including automatic response messages, are stored. If you do not check this field, Email Management does not store automatic response messages.

Validate Agent Reply

Check this field, if desired. Determines whether agent replies are checked to ensure that they have been received from the expected agent email address.

Directory for Temporary Files

Enter a directory path and file name, if desired.

The directory and the name of the file that the ICEmail server uses to store temporary files. (The file path must be relative to the machine that hosts the ICEmail server.)

Port for HTTP Requests

Enter a port number, if desired.

Specifies the port on which the built-in HTTP server will listen. This is the port that is used if the specific server ports are not set. If this value is less than or equal to 0, the HTTP server is disabled. Note: This is not the HTTP port for administration interface.




5. Select the Analysis tab and complete the following fields:

Even if you check the fields in the Analysis tab, email analysis will not work if you do not perform the steps in the following sections:

● Configuring the Workflow Server for Email Management on page 227

● Using Workflows for Email Management on page 230

● Configuring Routing Hints for Email Workflows on page 232


Creating the Notification ServerThe Avaya IC installation program does not automatically add this server.

To create the Notification server:


2. Select Notification from the list of servers. Click OK.


Run Analyze Flow

Check this field. If you check this field, the ICEmail server invokes an email analysis to assist in the routing of incoming email contacts.If your system includes Content Analyzer, you must check this field for Content Analyzer to process incoming email.

Run Outbound Email Flow

For the initial installation of Avaya IC, clear this field.

If you want to have Avaya IC analyze outbound email, check this field, you must perform the steps in Configuring Outbound Email Analysis Flows on page 231.If your system includes Content Analyzer, you must check this field for Content Analyzer to process outbound email.




4. Select the Notification tab and complete the following fields:


Name NotificationServer


For example, select Email from the drop-down list if the server is in the Email domain.





SMTP Server Name

Enter the name of your email server.

For example, enter Exchange.

SMTP Domain Enter the domain where your email server is located

For example, enter xyzcorp.com

Default Sender Email Address

Enter a valid email address that acts as the original of the notification emails.

For example, enter [email protected].

Poll Interval (sec) 60 Number of seconds between polls.

Poll Future (sec) 86,400 Number of seconds for a long poll.The default equals 24 hours.

Search Limit 250 Number of database records for Notification Server to proceed at once.

Work Schedule Name

Enter the name of the work schedule, if desired.

The name of the work schedule the server should use to determine business time.




Starting the Interaction Engine ServersBefore you configure your media channels, you must start the Interaction Engine servers. When you start the Attribute server, the WebACD server will start automatically.

To start the Interaction Engine servers:

1. Select the server.

2. Right-click on the server and select Start.For more information about the correct order for starting and stopping Avaya IC servers, see Starting and Stopping Servers on page 105.

Notification Agent Accept the default, or enter another agent number, if desired.

The number representing the agent for which this service instance responds. Agent #0 is the default, and catches all messages. You can also configure multiple Notification server agents, where Agent #1 is for all escalations and Agent #2 is for email and printer.Note: If you configure multiple Notification Server agents, you cannot specify an Agent #0, because Agent #0 responds to all messages.

Fire Direct Notification

Check this field, if desired. Select this option if the server should fire notifications.

Fire Escalations Check this field, if desired. Select this option if the server should send scheduled escalations.

Fire Scheduled Reports

Check this field, if desired. Select this option if the server should run scheduled reports.




Configuring Email Template AdministrationEmail Template Administration requires a JRun application. You configure Email Template Administration on the Web tab of the Avaya IC Configuration Tool. Perform this procedure on the machine that hosts Email Template Administration.

If you configured Email Template Administration when you performed the steps in Configuring Web Management Services on page 179, you do not have to repeat this step.

If you plan to host Email Template Administration on a separate machine, you must configure a secondary server environment on that machine. You must start all JRun servers on the target machine before you start the ORB server. For more information about how to create a secondary server environment, see Installing Secondary Servers on page 49.



To configure Email Template Administration:






2. Click the Web tab.



4. Check Configure Email Template Administration.

5. In the Email Template Administration JRUN Server field, enter the name of the JRun server that will include Email Template Administration as an external application.

For example, if you created a JRun server called EmailAdmin, enter EmailAdmin.


The Configuration Tool deploys Email Template Administration in JRun, and configures the required settings.

Configuring the Workflow Server for Email Management



To configure the Workflow server for Web Management, perform the steps in the following sections:

● Configuring the Synchronous Startup Flows on page 227

● Configuring the Email Channel for the Workflow Server on page 227

● Restarting the Workflow Server on page 229

If your Avaya IC system includes multiple Workflow servers, perform these steps on the Email Workflow server that processes email contacts.

Configuring the Synchronous Startup FlowsTo configure the synchronous Startup flows:



3. Click Synchronous Startup Flows.4. If the following rows do not exist, add them to the Synchronous Startup Flows:

a. Click New.

b. In the new row, enter web_routing.update_agent_primaryworkgroup

c. Click New.

d. In the new row, enter web_routing.update_qw_cache

e. Click OK.

Configuring the Email Channel for the Workflow ServerYou need to add an email channel and associations with the workflows for that channel. You must know whether your Avaya IC includes Content Analyzer before you configure the email channel.

To configure the email channel for the Workflow server:









8. Repeat steps 3 through 7 with the information in the following table to create an email channel for the ICEmail server:



Service WACD

Criteria media=email




Event wacd.qualifyemailNote: This field is case-sensitive.

Flow <flow_project>.<flow_name>For example, enter wacd.qualifyemail

Channel or Association


Channel Channel Range Completed by IC Manager

Service ICEmail

Criteria *



9. Click OK.





Association 1 Channel Range Completed by IC Manager


Event ICEmail.AnalyzeNote: This field is case-sensitive.

Flow <flow_project>.<flow_name>For example, enter one of the following:● icemail.analyzenoca � If your

system does not include Content Analyzer

● icemail.analyzeca � If your system includes Content Analyzer

Association 2 Channel Range Completed by IC Manager


Event ICEmail.OutboundEmailNote: This field is case-sensitive.

Flow <flow_project>.<flow_name>For example, enter one of the following:● icemail.outboundnoca � If your

system does not include Content Analyzer

● icemail.outboundca � If your system includes Content Analyzer

Channel or Association




Using Workflows for Email ManagementYou can use the sample workflows to configure and test your Email Management servers. The Avaya IC seed data includes compiled sample workflows. When you imported seed data into the CCQ database, you stored the compiled workflows in the database.

Email Management uses the following sample workflows:

● An incoming and outbound Email Analysis flow from the ICEmail project

● The Qualify Email flow in the WACD project

● All Web Management workflows, see Using Workflows for Web Management on page 187

Before your Avaya IC system moves into production, you must modify the properties of the sample workflows to meet your contact center�s needs. For example, to route an outbound email to an approval queue or to an approving agent, specify the ID of the approval queue or the approving agent in the Approval Queue/Agent block of the Qualify Email flow.

If you change the property values in this block, you must build and load the Qualify Email flow. For more information about setting up an approval process, see Setting Up an Approval Process (Optional) on page 238.

Note:Note: By default, the Approval Queue/Agent block of the Qualify Email flow

assumes that you create a queue named approverqueue@DefaultTenant in the Default workgroup, and that this workgroup will include agents who are configured to approve email contacts. You can change the value of ApprovalQueueID in this block to DefaultEmailQueue@DefaultTenant. However, the outbound email may be routed back to the agent who sent the email contact for approval.


Using Workflows for Email Management


Configuring Outbound Email Analysis FlowsThe ICEmail project contains two sample Outbound Email Analysis flows. The sample Outbound with Keywords flow (outboundnoca) performs analysis on outbound email in Avaya IC systems that do not include Content Analyzer. The sample Outbound with Content Analyzer flow (outboundca) performs analysis on outbound email in Avaya IC systems with Content Analyzer.

The sample Outbound Email Analysis flows depend on settings in the following:

● Channel settings in the ICEmail server

● Email channel in the Workflow server

● Group properties in IC Manager

● Blocks in the Qualify Email flow

● Blocks in the Outbound Email Analysis flow

You need to know the configuration of your production environment before you can configure the Outbound Email Analysis flows to work in your Avaya IC system. Therefore, until you have tested your Email Management system and know the configuration of your production environment, you should not run any Outbound Email Analysis flows. For more information on this setting, see Creating the ICEmail Server on page 220.

If you want to run an Outbound Email Analysis flow in your Email Management system, you need configure and test it carefully.

To configure Outbound Email Analysis:

1. In Workflow Designer, open the appropriate Outbound Email Analysis flow in the ICEmail project:

● outboundca � Avaya IC systems with Content Analyzer.

● outboundnoca � Avaya IC systems without Content Analyzer.

2. Double-click the GetAgentQuota block and in the Property Sheet:

a. Click the Basic tab.

b. Set the value of DefaultQuotaValue to 0 (zero).

3. Save and recompile the workflow.

4. In Workflow Designer, open the Qualify Email (qualifyemail) flow in the wacd project:

5. Double-click the ApprovalQueue/Agent block and in the Property Sheet:

a. Click the Basic tab.

b. Make sure the value of ApprovalQueueID is blank.

6. Save and recompile the workflow.



7. In IC Manager, set the group properties for agents

a. Select Groups > Properties to open the Group Properties dialog box:

b. Click Email/Agent and set the value of the ReviewQuota property to 0 (zero).

c. Apply and save the changes.

For more detailed instructions, see Setting Global Properties for All Agents on page 282.

8. In IC Manager, if you configured any agents not to cascade their properties from the global properties, set the value of ReviewQuota to 0 (zero) for those agents also. For more detailed instructions, see Setting Properties for Individual Agents on page 283.

Configuring Routing Hints for Email WorkflowsAll of the sample email workflows contain blocks that use the routing hints in the RoutingHint table in the Directory server. These blocks include:

● Map Hints to Queue block in the Qualify Email workflow

● Set Routing Hint block in the Email Analysis workflows



For more information about the sample email workflows, see Avaya Workflow Designer Guide.

The email workflows use hints from the RoutingHint table to route email contacts.


● A routing hint


Tip:Tip: The default email queue is DefaultEmailQueue@DefaultTenant. You can

create and use additional email queues for routing email contacts. For more information, see IC Administration Volume 2: Agents, Customers, & Queues.

Configuring the WebACD Server for Email Management


For instructions on how to add routing hints, see Adding Routing Hints on page 188.

Note:Note: If you add a new routing hint table, you need to update the value of the

RoutingHintTableName property in the Map Hints to Queue block of the Qualify Email workflow. After you update this block, you must then build and load the workflow.

Configuring the WebACD Server for Email Management

If you install the WebACD server and ICEmail server on different machines, you must configure the WebACD server for Email Management.

To configure the WebACD server for Email Management:



3. Click New.

4. In the CTI Type Editor dialog box, complete the following fields:


b. Name � emailservername

This field is case-sensitive.

c. Value � Fully-qualified domain name of the machine that hosts the ICEmail server

d. Click OK.


6. Stop and restart the WebACD server.



Integrating Email Template AdministrationYou need to configure Email Template Administration to launch the Email Template Administration Tool from IC Manager.

Note:Note: You only need to complete those properties listed in this section to integrate

Email Management administration. You do not need to complete the other properties available in the System/Configuration list.

To configure Email Template Administration:





● EmailLoginServer � Enter the fully-qualified domain name of the server where the Email server web pages are served. For example, enter ICEmail.xyzcorp.com.

● EmailLoginServerPort � Enter the Email server web port. For example, the default port is 80.

● EmailLoginServerWebsite � Enter the name of the Response Library Manager web application (for template administration) that you defined when you configured JRun or that was automatically configured when you installed Web Management (Example: rlmanager). The directory should be on the server specified by EmailLoginServer (Default: rlmanager).

● EmailServer � Enter the fully-qualified domain name of the machine that hosts the ICEmail server. (Example: ICEmail server).

● EmailServerPort � Enter the Email server port. For example, the default is 19114.

If one of these properties is not available, click Property Insert and select the property name from the drop-down menu.

Note:Note: If the columns in the right pane are Name, Entity, Value, and Overridable,

click the - (minus) button on the toolbar to view and edit these properties.

6. Click Apply.

7. Click OK.

8. Start the ICEmail server, if necessary.

Configuring Email Accounts


Configuring Email AccountsYou need to configure Email Management to use your mail accounts to:

● Retrieve inbound email from customers

● Send outbound agent replies

Before you configure Email Management to use mail accounts:

● Create all Email Management mail accounts as mailboxes on your POP3 server and note the login ID and password. IC Manager can only link to an existing mailbox. IC Manager cannot create mailboxes on your POP3 server.

● Create at least one mail account for the Customer account for inbound customer messages. Web Management uses customer email accounts to send email from the Customer Web site to your contact center. Use this email address for mailto: links on your website and wherever you plan to make email addresses available to your customers.

● Create a Bounced email address that sets the destination address for emails sent by the ICEmail server that your SMTP server bounces or rejects. You create this account in your ICEmail server configuration.

● If desired, set up Disabled accounts for testing or troubleshooting the following servers:

● Web Management servers

● ICEmail server

● JRun server where you install the website application

Email Management does not retrieve messages for disabled accounts.

Email Management can manage mailboxes in any number of domains so long as it has the necessary information to log onto the POP3 server.

To add a POP3 email account to Email Management:

1. In IC Manager, select Services > Email Accounts.

2. In the Email Accounts dialog box, click New.



3. In the New Email Account property sheet, complete the fields in the following table:

Tab Field Description

General tab Name Enter the mailbox name exactly as it is configured in your POP3 server. For example, enter agent.

Domain Enter the mailbox domain exactly as it is configured in your POP3 server. For example, enter xyzcorp.com.

Tenant Select the tenant that should be associated with this email account from the drop-down list.

Return address This address appears in the �From� field in an email response sent to the customer from this account. IC Manager automatically completes this field with name@domain. To use a different return address, select it from the Return Address drop-down list.

Server tab Outgoing Email Enter the network address for the SMTP server you would like to use here.

Incoming Email Enter the network address of the POP3 server where the email accounts are configured, the logon account, and password in the appropriate field. Note: If any of these settings are incorrect, Email Management will not be able to connect to the email server.

Log on using Secure Password Authentication

Secure Password Authentication is a challenge-response protocol used by the Windows security subsystem to prevent passwords from being sent through the network in plain text. Your POP3 server must support Secure Password Authentication to use this option.

Templates tab � The Templates tab allows you to specify the following templates:● Header � The text in this template will be

inserted at the top of any email to a customer.● Footer � The text in this template will be

appended to the end of any email to a customer.

● New Message � The text of this template will be automatically sent to a customer when a new email is received from that customer.

● Follow Up � The text of this template will be automatically sent to a customer when a follow up is required.

Creating an Email Status


4. Click the Test buttons to test your incoming and outbound accounts with the POP3 server.

5. Click OK.

For more information about how to create Avaya IC email accounts, see IC Administration Volume 1: Servers & Domains.

Creating an Email StatusAn agent selects an email status from a drop-down list in Avaya Web Agent when replying to an email. You use IC Manager to create the different types of email status that appear in the drop-down list.

For more information on how to create an email status, see IC Administration Volume 1: Servers & Domains.

To create the Dismissed status:

1. In IC Manager, select Services > Mail Template Administration.

If prompted, log in to Email Template Administration with the same login ID and password that you used for IC Manager.

2. Click New.

Miscellaneous tab

Validate incoming email addresses

Select this check box if you want to limit the addresses that can send email to this account.

Valid email addresses

Click the button following this field to specify which addresses can send email to this account. If a message comes in from a different email address, it will be rejected by Email Management.You must check Validate incoming email addresses to use this field.

Override global email checking scheduler

Check this box if you want this account to check for new messages either more or less frequently than the global setting that was specified for the ICEmail server.

New email check frequency

Enter the number of seconds between email checks in this field.You must check Override global email checking scheduler to use this field.

Tab Field Description



3. Click New Status.

4. In the New Status Properties dialog box, complete the following fields:

a. Type a brief description of the status in the Description field.

This text is displayed on the list of statuses available to agents in Avaya Agent.

b. Check the following boxes, if desired:

● Messages set to this status should be treated as answered � If the status indicates a resolution of the issue that requires no further action by the agent.

● Send template for this status � To send an auto-response message to the user when an agent assigns this status to a message. Choose a template to send. If you do not know the location of the template, click Browse and navigate to the desired template.

5. Click OK to close the Status Properties dialog box.

Setting Up an Approval Process (Optional)You can configure Email Management to send outbound email contacts to an approver for review. To configure an approval process, you create a queue for emails marked for approval.

To create the approval queue, perform the steps in the following sections:

● Creating an Approval Workgroup on page 238

● Creating an Approval Queue on page 239

● Creating Agents for the Queue on page 240

● Updating Email Workflows on page 240

Creating an Approval WorkgroupTo create an approval workgroup:


2. In the Group Manager window, double-click DefaultTenant in the left pane.

The Group Manager displays a Default Workgroup in the Membership tab on the right pane.

3. Click Create New Workgroup.

Setting Up an Approval Process (Optional)


4. In the Create New Workgroup dialog box, complete the following fields:

● Workgroup Name � Enter a name for the approval workgroup. For example, enter ApprovalTeam.

● Description � Enter a description of the workgroup.

● Notification Method � Select Owners from the drop-down list.

● Notification Address � Leave this blank.

5. Click OK in the Create New Workgroup dialog box.

The Group Manager creates a new workgroup on the same level as the Default workgroup.

6. Click OK.

Creating an Approval QueueTo create an approval queue:

1. In IC Manager, click the Device tab.

2. Select Device > New Device.

3. In the New Device dialog box, select Email Queue. Click OK.

4. In the Device Editor (Email) dialog box, click the General tab and complete the fields in the following table:


Id Enter the identifier for the queue.

For example, enter approverqueue.

Site Select the site of your ICEmail server.

Name Enter a name for the email queue.

For example, enter approverqueue.

Priority Assign a priority to the queue.

For example, enter 1.

Service Level Enter the number of hours, minutes, and seconds in the format HH:MM:SS

For example, enter 00:30:00 to set thirty minutes as the maximum amount of time that an outbound email should spend in the queue.



5. Click Apply.

6. Click OK.


Creating Agents for the QueueYou need to create at least one agent for the approval workgroup. The agents in this workgroup will be responsible for approving all email contacts marked for approval. For more information, see Creating Test Agents on page 276 and IC Administration Volume 2: Agents, Customers, & Queues.

Updating Email WorkflowsYou need to update your Qualify Email workflow and Email Analysis workflows with the information about the approval queue. For more information, see Avaya Workflow Designer Guide.

Minimum agents 1 Enter the minimum number of agents who must be active to use the queue.

Workgroup Enter the name of your approval workgroup.

This is the workgroup that you created in Creating an Approval Workgroup on page 238.

Addressable Check this box if you want the agents to see the queue in the agent directory.


Setting Up Email Auto Response Loop Avoidance (Optional)


Setting Up Email Auto Response Loop Avoidance (Optional)

Many email users configure their email applications to automatically send a response every time an email message is delivered to the user�s mailbox. For example, users can configure their email application to notify a sender that the user is on vacation or away from his or her desk for the day.

These automatic messages can create serious problems for programs such as Email Management, which respond automatically to all incoming messages. A situation can quickly develop where autoresponders at each end get into a never-ending dialog loop.

Email Management allows you to limit possible autoresponder loops by specifying a maximum number of messages that will be automatically responded to from any email address in a 24-hour period. If the number of messages from a user exceeds that value, Email Management responds one more time with a template, then stops autoresponding to that user. Messages continue to be routed to agents, and agent replies are routed back to the customer.

To turn on the Autoresponse Threshold:

1. In IC Manager, double-click the ICEmail server in the list of servers.

2. Click the ICEmail tab.

3. Check the Detect Message Loops check box.

4. In the Message Loop Count field, enter the number of automated responses that you want the customer to receive in a 24-hour period.

Email Management will not automatically respond to messages that exceed this count.

5. From the drop-down list, select a Loop Detection Type.

6. In the Loop Template Id field, enter the ID of the template used to send a final message to a customer after the message loop count is exceeded.

7. Click Apply.

8. Click OK.


Chapter 8: Configuring Voice Chat

Avaya� Interaction Center (Avaya IC) installations can include Voice Chat. Voice Chat is a component of Web Management that includes the following features:

● Chat and VOIP � Voice chat contact is initiated from a chat session. The customer uses VOIP, and the agent uses a telephone.

● Chat and Phone � Voice chat contact is initiated from a chat session. The customer and the agent use a telephone.

To set up both types of Voice Chat, perform the steps in the following sections:

1. Prerequisites for Voice Chat on page 243.

2. Configuring the Workflow Server for Voice Chat on page 244.

3. Building and Loading Workflows for Voice Chat on page 246.

4. Running the VMM Setup Script for Solaris on page 249.

5. Configuring the Voice Chat Gateway on page 250.

6. Configuring the Voice Media Manager Server on page 251.

7. Configuring the Voice Chat Workflow Table on page 253.

8. Setting Startup Options for the Voice Media Manager on page 254.

Prerequisites for Voice ChatBefore you configure Voice Chat, you must:

1. Install and configure your Telephony switch and other hardware, including the following:

● Install and configure a supported IP Gateway

● Create a separate route point (VDN) for Voice Chat

● Direct all calls on the Voice Chat route point to the PBXLink (TS) using the Adjunct Route

For information about supported Telephony switches, see IC Installation Prerequisites Guide. For information about your Telephony switch, see the switch documentation.

Configuring Voice Chat


2. Install and configure Telephony, including an ACD. For more information, see Configuring the Voice Channel on page 123.

3. Install and configure Web Management. For more information, see Configuring the Web Channel on page 165.

4. Confirm that the Avaya Voice Media Manager is installed and running. The Voice Media Manager does not run in IC Manager. On a Windows machine, you can view and start the Voice Media Manager in the Services Control Panel.

Configuring the Workflow Server for Voice ChatTo configure the Workflow server for Voice Chat, perform the steps in the following sections:

1. Adding the Semaphore for the Voice Chat Workflow on page 244

2. Creating the Voice Chat Channel for the Workflow Server on page 245

3. Restarting the Workflow Server on page 246

Adding the Semaphore for the Voice Chat WorkflowYou must add a semaphore to all Workflow servers that process chat contacts and are in the domain as the ICM account. The Attribute server uses the ICM account to log in to the ICM server. You entered this account in the IC Login field of the Attribute server configuration. For more information about the ICM account, see Creating the Attribute Server on page 170 and Using Administrative Accounts for Non-Human Users on page 85.

To add the semaphore for the Voice Chat workflow:



3. Click the Ellipsis (�) button next to Semaphores.

4. In the Semaphores dialog box:

a. Click New.

b. Click in the new row and enter ivchat.ivchat_key.

c. Click OK.

5. Click OK.

Configuring the Workflow Server for Voice Chat


Creating the Voice Chat Channel for the Workflow ServerIf your Avaya IC system includes multiple Workflow servers, perform these steps on the Voice Workflow server that processes voice contacts.

To create the voice chat channel for the Workflow server:







8. Click OK.



Service TS

Criteria *r<VDN for Voice Chat>For example, *r57001.




Event TS.IncomingCallNote: This field is case-sensitive.

Flow <project_name>.<flow_name>For example, enter ts.incoming_ivchat







Building and Loading Workflows for Voice ChatVoice Chat uses the following sample workflows:

● Incoming Voice Chat flow in the TS project

● Voice Chat flow in the ivchat project

● Telephony workflows, see Building and Loading Workflows for Telephony on page 138

The Avaya IC seed data includes a compiled sample Voice Chat flow. When you created the CCQ database, you imported the compiled workflow and stored this flow in the database.

However, you must customize the Incoming Voice Chat flow to include information about your telephony switch. After you customize the Incoming Voice Chat flow, you need to build and load that workflow.

You must also make sure that no workflows use a formatted telephone number to look up customer records. For example, confirm that your Incoming Call workflow does not use a formatted telephone number in the Customer Lookup block.

! CAUTION:CAUTION: By default, the Qualify Chat flow assumes that you will create a WebVoice

workgroup that includes agents who are configured to receive contacts from the voice and chat channels. If you do not intend to create this workgroup, you must customize the IvchatWorkgroup and PvchatWorkgroup properties in the Set Route Step blocks. The value of these properties must be the name of a valid workgroup includes agents who can handle contacts from the voice and chat channels. If you change these blocks, you must build and load the Qualify Chat flow.

For more information about voice chat workflows and Workflow Designer, see Avaya Workflow Designer Guide.

Building and Loading Workflows for Voice Chat


To load the Voice Chat workflows, complete the steps in the following sections:

1. Configuring the Transfer Call Block on page 247.

2. Building the Incoming Voice Chat Flow on page 248.

3. Building the Voice Chat Flow on page 248.

Configuring the Transfer Call BlockThe sample Incoming Voice Chat workflow includes a Transfer Call block. You must set the following properties on the Basic tab of this block to use the sample workflow:

● Destination � Route point (VDN) of your telephony switch

● PBX type � Type of telephony switch used in your contact center

To configure the Transfer Call block:



2. Double-click incomingivchat.qfd in the Project pane.

3. Select the Transfer Call block to open the block properties in the Property Sheet.

4. In the Property Sheet, click the Basic tab.

5. Set the properties in the following table:

6. Select File > Save. Do not close the workflow in Workflow Designer.

Property Description

destination Enter the route point (VDN) of your telephony switch.

pbxType Select the type of telephony switch from the drop-down list.



Building the Incoming Voice Chat FlowTo build the Incoming Voice Chat flow:



2. Double-click incomingivchat.qfd in the Project pane.

3. Select Project > Settings.

4. Click the Database tab and enter the following values:

● Interaction Center Data Source name in the IC Data Source field

● Valid Avaya IC Administrator account in the Login ID field

The default account is Admin.

● Password for the account in the Password field

5. Click OK.

6. Select Build > Build Flowset.Workflow Designer verifies and compiles the flows. All error messages, including the block name, script name, and offending line, are displayed in the Output bar.

7. Select File > Exit to exit Workflow Designer.

Building the Voice Chat FlowTo build the voice chat flow:

1. In Workflow Designer, open the Voice Chat flow located in the following directory: <install_dir>\IC60\design\IC\flows\Avaya\ivchat\ivchat.qfd

2. Select Project > Settings.

3. Click the Database tab and enter the following values:

● Interaction Center Data Source name in the IC Data Source field

● Valid Avaya IC Administrator account in the Login ID field

● Password for the account in the Password field

4. Click OK.

5. Select Build > Build Flowset.Workflow Designer verifies and compiles the flows. All error messages, including the block name, script name, and offending line, are displayed in the Output bar.

Configuring the Telephony Server for Voice Chat


Configuring the Telephony Server for Voice ChatYou must configure the Telephony server to ensure that the agent is not placed in a Busy state and can receive a voice chat contact.

To configure the Telephony server for Voice Chat:

1. In IC Manager, double-click the Telephony server.

2. Click the TS tab.

3. Right-click in the background and check the box next to Show Advanced Properties.

4. Check the Dial By Equipment box.

You may need to scroll down to see this box.

5. Click Apply.

6. Click OK.

Running the VMM Setup Script for SolarisIf you host your Avaya IC servers on Solaris, you must run VMM setup script to start and configure the Voice Media Manager (VMM) for Voice Chat. The VMM setup script configures the VMM to start automatically.

! Important:! Important:Important: You only need to perform this step if you host your Avaya IC servers on

Solaris. Do not perform this step if you host your servers on Windows machines.

To run the VMM setup script and start the VMM on Solaris:

1. Navigate to the following directory: <install_dir>/IC60/bin

2. Run ./vmm_setup start

To stop the VMM on Solaris:


2. Run ./vmm_setup stop



Configuring the Voice Chat GatewayYou must configure one voice chat gateway for each CLAN/Prowler card. Repeat the following steps for each gateway.

To configure the voice chat gateway:


2. From the Tables list in left pane, click Voice Chat > IPGateway.

3. Click New.



Name Enter a unique name for the gateway.

For example, enter the node name of the CLan card.

IPAddress Enter the IP Address of the CLAN card.

Port Enter the near end listening port of the CLAN card.

ACD Name Select the name of the ACD from the drop-down list.

Select the same ACD that you configured for the Telephony server.

IC Site Select the site from the drop-down list.

For example, select DefaultSite.

RoutePoint Enter the VDN that you set up in the switch to receive voice chat calls.

Configuring the Voice Media Manager Server



Configuring the Voice Media Manager ServerYou install the Voice Media Manager (VMM) when you install Avaya IC servers. You can configure and run more than one VMM in your Avaya IC system. Avaya IC uses round robin algorithm to select a VMM from an available list of VMMs to handle a voice chat.

To configure the Voice Media Manager Server:


2. From the Tables list in left pane, click Voice Chat > VMM.

3. Click New.

Capacity Enter the number of calls which this gateway can handle.

For example, the default capacity is 31. Check your switch documentation for more information.

Active Check this box if you want voice chat to be able to use the gateway.

Gateways should always be active unless there is a problem with the gateway, or you need to perform maintenance on the machine.If there is a problem with a gateway, uncheck this box immediately to ensure the gateway cannot be used for subsequent calls.Before you bring the machine that hosts the gateway down for maintenance, make the gateway inactive so that it will not be used for subsequent calls. You can bring the machine down as soon as there are no more calls on the gateway.









Name Enter the name of the machine that hosts the VMM.

For example, if you install servers on testbox.xyzcorp.com, enter �testbox� as the name of that VMM.

IPAddress Enter the IP Address of the machine that hosts the VMM.

Port Accept the default of 8120.

IC Site Select the site from the drop-down list.

For example, select DefaultSite.

Active Check this box if you want voice chat to be able to use the gateway.

A VMM should always be active unless there is a problem with the VMM, or you need to perform maintenance on the machine.If there is a problem with a VMM, uncheck this box immediately to ensure the VMM cannot be used for subsequent calls.Before you bring the machine that hosts the VMM down for maintenance, make the VMM inactive so that it will not be used for subsequent calls. You can bring the machine down as soon as there are no more calls on the VMM.

Configuring the Voice Chat Workflow Table


Configuring the Voice Chat Workflow TableTo configure the Voice Chat workflow table:


2. From the Tables list in left pane, click Workflow > VoiceChat.3. Click New.


5. Click OK.

6. Click Apply.



Parameter Recommended Entry Description

Name Enter the name of the IV chat flow.

For example, enter ivchat.

Timeout (sec) Enter the number of seconds that the workflow should wait before it times out.

This entry represents how many seconds a gateway should have to respond to a MakeCall request.

IP Gateway Tries Enter the number of gateways that the workflow should try before the transfer fails.

You can enter a maximum of the number of IP gateways in your Avaya IC system. The Voice Chat workflow does not try another gateway unless the first one does not respond before the timeout period expires.

VMM Tries Enter the number of VMMs that the workflow should try before the call fails.

You can enter a maximum of the number of VMMs in your Avaya IC system. The Voice Chat workflow does not try another VMM unless the first one does not respond before the timeout period expires.



Setting Startup Options for the Voice Media ManagerYou need to set the Voice Media Manager (VMM) to autostart, as described in the following sections:

● Setting Startup Options for the VMM on Windows on page 254

● Setting Startup Options for the VMM on Solaris on page 254

Setting Startup Options for the VMM on WindowsTo set startup options for the VMM on Windows:

1. In the Services control panel, right-click on Avaya Voice Media Manager and select Properties.

2. Select Automatic from the Startup Type drop-down list. Click OK.

Setting Startup Options for the VMM on SolarisYou do not need to perform this step if you have already run the VMM setup script, as described in Running the VMM Setup Script for Solaris on page 249.

To configure the VMM to start automatically on Solaris:


2. Run ./vmm_setup start

To stop the VMM on Solaris:


2. Run ./vmm_setup stop


Chapter 9: Configuring Agent Applications

Perform the steps in the following sections to configure Avaya� Interaction Center (Avaya IC) agent applications:

1. Required Administrator Privileges on page 255.

2. Creating Installation Files for Agent Applications on page 256.

3. Preparing for Installation by Agents on page 267.

4. Setting Up Automatic Updates for Agent Applications on page 272.

5. Creating Agents on page 275

6. Creating Test Agents on page 276.

7. Configuring Agents for Outbound Contact on page 283.

8. Configuring the Unified Agent Directory on page 286.

! CAUTION:CAUTION: Read the Avaya IC Readme file and IC Installation Prerequisites Guide

before you begin the Avaya IC installation.

Required Administrator PrivilegesAll users who create agent installers and who install or configure Avaya IC components require the following:

● Windows � An Administrator login or a login with administrator privileges

● Solaris � Sun ONE administrator rights

Configuring Agent Applications


Creating Installation Files for Agent ApplicationsBefore you run the Agent Site Preparation wizard, note the following cautions and tips:

Size of agent installer directory � Select a network share or web location with at least 110MB of available disk space for each agent installer directory.

Installer directory availability � Make sure that each web server or network machine is online when you run the Agent Site Preparation wizard.

Location for Avaya Agent installation � Select the directory path for the Avaya Agent installation on the desk top machines.

Size of Avaya Agent installation directory � Make sure that the agent desktop machines have at least 350 MB of available disk space. Approximately 220 MB of the required available space must be in a temp directory. The agent installation deletes the files in the temp directory when you reboot the agent machine.

Solaris server machine � If you plan to host agent installer on a Solaris machine, run the Agent Site Preparation wizard on a Windows machine, then transfer the files to the Solaris machine.

To create installation files for agent applications, perform the steps in the following sections:

1. Required Information for the Agent Site Preparation Wizard on page 256.

2. Running the Agent Site Preparation Wizard on page 259.

3. Copying the Server Implementation File on page 264.

4. Mapping a Virtual Directory to a Web Server Installation Directory on page 264.

Required Information for the Agent Site Preparation WizardBefore you complete the required information, you need to know how many different agent configurations your contact center requires. If you need to create multiple agent configurations, you must run the Agent Site Preparation wizard for each configuration.

You need to plan your agent desktop configuration before you run the Agent Site Preparation wizard. The tables in each section provide examples of the kind of planning and information that you need to complete before you run the Agent Site Preparation wizard. You can fill out your configuration information in these tables, or create similar tables of your own.

Creating Installation Files for Agent Applications


Path for agent installers � The directory path for the folder where you place the agent installer and configuration data for each agent configuration.

The default directory is: C:\Program Files\Avaya\IC60\AgentInstaller. You can copy the installation files to another location, such as a Web server, after you create the agent installer. If you intend to make the Agent Installer available on a Web server, create a virtual directory that points to the installation directory for each agent configuration

Directory on agent desktop � The name and directory path for the agent configuration on each agent desktop. Use a drive and directory that is valid on all agent desktop machines. The agent installer will present this directory to all agents during the installation. If desired, you can let agents override the default installation directory and select their own installation directory.

For example, the default directory and path for installing agent desktop applications is: C:\Program Files\Avaya\IC60\

Agent Configuration Path to Installer

Agent Configuration Directory Path Override?



Applications to be installed � The agent applications that you plan to include in each agent configuration. With a single configuration, check the desired applications in the following table. With multiple configurations, write the name of each configuration group that uses an application. For more information about the applications that are available for agent desktops, see IC Installation Prerequisites Guide.

Switch type � If your Avaya IC system includes Telephony, you need to know the type of telephone switch used in your contact center.

Agent Applications Agent Configurations

Contact-based CallCenterQ

Contact-based CallCenterQ for Consumer Relations

Request-based CallCenterQ

Request-based CallCenterQ for Consumer Relations

CustomerQ

HRQ

Report Wizard

ListQ

Interaction Center

Custom application, such as Siebel Report Wizard



Automatic updates � Update agent configurations to the latest version whenever agents log in. For more information, see Setting Up Automatic Updates for Agent Applications on page 272.

Automatic reboot � Whether the agent desktop machine will automatically reboot when the installation is complete.

Running the Agent Site Preparation WizardRepeat this entire procedure for each agent configuration that you need to create.

To run the Agent Site Preparation Wizard:

1. Log in to the machine as an Administrator or user with administrator privileges and insert the Avaya Interaction Center 6.0 CD-ROM.

2. Click Agent Site Preparation Wizard.

3. In the Welcome window, click Next.

Agent Configuration Automatic Updates?

Agent Configuration Automatic Reboot?



4. In the IC Agent Installation Area window, accept the default or enter the path to the directory where you want to install the agent installation files. Click Next.The default directory is: C:\Program Files\Avaya\IC60\AgentInstaller. If you do not want to use the default directory and do not know the path to the correct directory, click Browse and navigate to the desired location. If the directory is on a network drive, you must map that directory on the current machine.

5. In the IC Agent Installation Folder window, accept the default, or enter the directory where the agent installer installs the application files on each agent desktop. Click Next.The default directory and path is: C:\Program Files\Avaya\IC60\. If you do not want to use this directory and do not know the path, click Browse and navigate to the desired location.

6. In the Installation Folder Override window, shown in the following figure:

a. Click one of the following:

� Yes, allow agents to choose an alternate folder � To allow agents in this configuration to choose an alternate folder in which to install the agent application files

� No, always use the pre-defined folder � To ensure that you know where agents in this configuration install their agent application files

b. Click Next.

Tip:Tip: If you allow agents to change the installation folder, and your Avaya IC

system includes Web Management or Email Management, you must set the HomeDir property in the Agent/Desktop/WAC to the correct installation path for each agent.



7. Select all the agent desktop applications that agents who use this configuration require on their desktops in the Default Business Applications window, shown in the following figure. Click Next.

8. In the Custom Business Applications dialog box, shown in the following figure, click one of the following:

● Yes � To add a custom Business Application

● No � To proceed to the next step without adding a custom Business Application

9. In the Custom Business Applications screen, shown in the following figure, if you chose to include a custom Business Application in your agent installation:

a. Complete the following fields:

� DB Name � The name of the database that you created for your custom application

� Shortcut � The name to give to the shortcut in the Start menu on the agent desktop machine



b. Click Next.The Site Preparation wizard allows you to select another custom Business Application. If you need to include a second custom Business Application, repeat steps 7 and 8.

10. Select the type of phone switch to use with Avaya Agent in the Phone Switch window, shown in the following figure.

If this configuration does not include Telephony, select None.



11. In the Avaya Agent Automatic Update window, shown in the following figure:


� Yes, allow Avaya Agent to perform updates automatically � To have Avaya Agent automatically check for and apply updates each time an agent logs in

� No, updates will be done manuallyb. Click Next.

12. In the Query Reboot window:


� Yes, offer the agent the choice to reboot now or later � To allow an agent to choose to continue with the previous configuration and install the update at a later time

� No, reboot after informing the agent that a reboot will occur � To force a reboot and install the update immediately

b. Click Next.13. Click Finish in the Site Prep Wizard Complete window to complete the installation.



Copying the Server Implementation FileYou must copy the vesp.imp server implementation file from the machine that hosts the primary ORB server to the following directory on the machine that hosts the agent installer: <install_dir>\IC60\AgentInstaller\config

Note:Note: Do not copy the vesp.imp file to the <install_dir>\IC60\bin directory.

The vesp.imp file cannot function properly from this directory.

Mapping a Virtual Directory to a Web Server Installation Directory

If you selected a location on a web server in the Agent Site Preparation wizard, you must map a virtual directory for each agent installer directory.

To map the virtual directory to an agent installer directory, complete the steps in one of the following sections, depending on which operating system and Web server you use in your Avaya IC system:

● Mapping a Virtual Directory to an Agent Installer Directory on Windows on page 264

● Mapping a Virtual Directory to an Agent Installer Directory on Solaris on page 265

Mapping a Virtual Directory to an Agent Installer Directory on Windows

Repeat these instructions for each Web site agent installer that you create with the Agent Site Preparation wizard.

To map a virtual directory to an agent installer directory on Windows:

1. In IIS Internet Service Manager, click a Web site.

The default is Default Web Site.

2. Right-click on the Web site and select New > Virtual Directory.

3. Complete the Virtual Directory Creation wizard with the following information:

● Alias � Name for the virtual directory. Use the same naming convention as you do for directories. For example, use AgentInstaller.

● Directory path � Enter or navigate to the directory where you had the Agent Site Preparation wizard place the agent installation files. The default directory is: C:\Program Files\Avaya\IC60\AgentInstaller.



● Permissions � Check the desired access permissions for the virtual directory.

! CAUTION:CAUTION: Do not give Execute permissions. If an agent exercises Execute permission,

the executable runs on the server, cannot connect to the client machine, and can cause serious resource problems.

4. Repeat these instructions for each Web site agent installer you created with the Agent Site Preparation wizard.

Mapping a Virtual Directory to an Agent Installer Directory on Solaris

If you selected a location on a web server in the Agent Site Preparation wizard, you must map a virtual directory for each agent installer directory. A sample virtual directory entry has been provided in a commented-out line in the obj.conf file of your Web server.

Repeat these instructions for each Web site agent installer that you create with the Agent Site Preparation wizard.

To create more than one virtual directory on the same web server, duplicate the virtual directory stanza in the obj.conf file and update with that information.

You can use Sun ONE�s administrative interface to create this virtual directory. However, check your obj.conf file to make sure the virtual directory has a similar format to the example virtual directory.

! Important:! Important:Important: The Configuration Tool overwrites the contents of the obj.conf file. If you

host the agent installer on an Avaya IC Website, you must reconfigure obj.conf every time you run the Configuration Tool.

To map a virtual directory to an agent installer directory on Solaris:

1. Open the following file:<Sun_ONE_install_dir>/servers/https-<server_name>/config/obj.conf

Note:Note: To create more than one virtual directory on the same web server, duplicate

the virtual directory stanza in the obj.conf file and update the duplicate stanza with the information below.

2. Scroll down to the following line:

#AgentGuard#NameTrans fn="pfx2dir" from="/AgentInstaller"dir="<IC installation directory>/AgentInstaller"name="send_exe"



3. Make the following changes to that line:

a. Delete #AgentGuard#

b. Replace /AgentInstaller with the name of the virtual directory that you specified in the Agent Site Preparation wizard.

c. Replace <IC installation directory>/AgentInstaller with the correct path to the agent installation files.

4. Check the desired access permissions for the virtual directory.

! CAUTION:CAUTION: Do not give Execute permissions. If an agent exercises Execute permission,

the executable runs on the server, cannot connect to the client machine, and can cause serious resource problems.

5. If desired, perform one of the steps in the following table to restrict access to the agent installation:

6. Save and close the obj.conf file.

Access Restriction Steps

Restrict access by IP To restrict access by IP:1. Remove #AgentGuard# from the following:— #AgentGuard#<Clientip="your_host_ip_range">

� #AgentGuard#</Client>2. Replace your_host_ip_range with the

desired IP range.

Restrict access by domain To restrict access by domain:1. Remove #AgentGuard# from the following:— #AgentGuard#<Clientdns="*.your_domain">

� #AgentGuard#</Client>2. Replace *.your_domain with the desired

domain.

Preparing for Installation by Agents


Preparing for Installation by AgentsAs you complete these procedures, refer to the following table for the directories and files in the Avaya Agent installer directory.

To prepare an agent installer for installation by agents, perform the steps in the following sections:

1. Testing the Agent Installation on page 267.

2. Creating Installation Instructions for Agents on page 271.

3. Setting Up Automatic Updates for Agent Applications on page 272.

Testing the Agent InstallationYou need to test the agent installation to make sure that:

● The agent installer works properly

● The correct installation options are available for agents when they install the agent configuration

Note:Note: Before you install Avaya IC agent applications, configure all agent

workstations with restore points. The agent installer replaces some system files during the installation. If software conflicts arise, restore points allow easy rollback after you uninstall Avaya IC. See the Windows documentation or third-party guides for procedures on enabling such functionality.

Directory Contents

<agent_installdir>\config This directory contains the files you need to install and update Avaya Agent.

<agent_installdir>\update This directory contains updates that you make available to the agent applications.

<agent_installdir>\default.htm If you store the installation files on a Web site, this file is the Web page that an agent sees. You can modify this file to add custom notes and instructions for your agents. By default, this page contains only a link to the AgentInstaller.exe file.

<agent_installdir>\AgentInstaller.exe The executable that runs the installation of an agent configuration on the machine of any agent who clicks on the mapped URL.



To test the installation, perform the steps in the following sections, according to where you placed the agent installer:

● Testing the Agent Installation from a Network Drive on page 268

● Testing the Agent Installation from a Web Server on page 270

Testing the Agent Installation from a Network Drive

If you placed the agent installer on a shared network drive, you can have agents copy the folders to their machines, or run the agent installer across the network.

! Important:! Important:Important: Do not use the Back button in the agent installer. The Back button can

cause unpredictable results. If you use the Back button and the agent installer adds garbage characters to the fields in the window, delete those characters and re-enter the correct information.

To test the agent installation from a network drive:

1. Close down all Windows applications.

2. Use Windows Explorer to navigate to the folder, then double-click AgentInstaller.exe.

The agent installer verifies the agent�s operating system and browser. If the computer is missing the required version of either, the installation terminates with a warning to the agent.

The agent installer also checks whether the computer already has Avaya IC agent applications installed. If Avaya IC files already exist, the agent installer warns you.

The agent installer extracts the files, then starts the installation.

3. In the Select Access Method window, shown in the following figure:

a. Click Network Share.



b. Click Next.

4. Enter the path to the directory where you placed the agent installer in the Agent Installation Network Location window. Click Next.If you do not know the location of the agent installer, click Browse to navigate to the directory.

5. If the agent configuration allows the agent to override the default installation folder, accept the default location in the Agent Installation Folder window or browse to an alternate location. Click Next.

6. After the installation completes, the agent installer prompts you to either:

● Choose whether to reboot the machine

● Click OK in a window that states that the machine is about to restart



Testing the Agent Installation from a Web Server

If your Avaya IC system uses IIS and you plan to place the agent installer on a Web server, you must create a separate virtual directory in IIS for the agent installer. The agent installer requires different permissions than the virtual directory used by the Avaya IC server applications.

The IIS virtual directory used by the agent installer must have the following properties:

After you create the IIS virtual directory, review the Properties of the directory and confirm that the value of the Execute Permissions field is Scripts only (not Scripts and Executables).

! Important:! Important:Important: Do not use the Back button in the agent installer. The Back button can

cause unpredictable results. If you use the Back button and the agent installer adds garbage characters to the fields in the window, delete those characters and re-enter the correct information.

To test the agent installation from a web server:

1. Close down all Windows applications.

2. Start the agent installer:

a. Use an internet browser to navigate to the following URL:

http://<machine_name>.<domain_name>/<Agent_Installer_Virtual_Directory>/default.htm

b. When the default page opens, click Install Avaya Agent.

Property Recommended Entry

Alias AgentInstaller

Directory Path to the location of the agent installer. For example, C:\Program Files\Avaya\IC60\AgentInstaller

Access Permissions Check the following boxes:● Read● Run scripts (such as ASP)Caution: Do not check the following box: Execute (such as ISAPI applications or CGI).



c. Select whether to run the installation from the web server, or download the files to the agent machine.

The agent installer verifies the agent�s operating system and browser. If the computer is missing the required version of either, the installation terminates with a warning to the agent.

The agent installer also checks whether the computer already has Avaya IC agent applications installed. If Avaya IC files already exist, the agent installer warns you.

3. If you see a Security Warning window that asks if you want to install and run Agent.exe, click Yes.

The agent installer extracts the files, then starts the installation.

If the Installation Folder Override was enabled during the running of the Agent Site Preparation wizard, the Avaya Agent Installation Folder screen is displayed.

4. In the Select Access Method window, shown in the following figure:

a. Click Web Server.b. Click Next.

5. Enter the URL to the web server where you placed the agent installer in the Agent Installer Web Address window. Click Next.

6. If the agent configuration allows the agent to override the default installation folder, accept the default location in the Agent Installation Folder window or browse to an alternate location. Click Next.

7. After the installation completes, the agent installer prompts you to either:

● Choose whether to reboot the machine

● Click OK in a window that states that the machine is about to restart

After the machine reboots, all necessary DLLs and OCXs are registered through the batch scripts in <install_dir>\IC60\bin.

Creating Installation Instructions for AgentsFollow these steps to send the URL or directory path and other instructions to all agents who need to install a specific agent configuration.

To send instructions to your agents:

1. Create instructions for agents that include the following:

● URL to the web server directory or directory path to the network drive

● Instructions to close all applications before starting the installation

● Instructions not to use the Back button in the agent installer, as the Back button can cause unpredictable results



● Instructions to delete garbage characters from fields, if Back button used, and re-enter the correct information

● Any other special instructions, such as whether they can select their own installation directory or can choose to reboot the machine at a later time

● The name of a person to contact if they have problems

2. If you placed the agent installer on a web server, you can customize default.htm in an HTML Editor or a text editor, such as Notepad, with any information or instructions you want to provide to the agents. You can find default.htm in the Agent Installer virtual directory.

3. If you are installing the localized version of Avaya IC, you must include instructions for the agents to apply the language packs. You can install the language packs through an automatic update. For more information, see Setting Up Automatic Updates for Agent Applications on page 272.

Setting Up Automatic Updates for Agent Applications

Avaya IC allows you to make different types of updates to agent desktop applications. If you enable more than one type of update, Avaya IC applies the updates in the following order:

Language pack updates � Install updated language packs for all supported languages

Service pack updates � Install updated application files on the agent desktop

Point patch updates � Install patch updates to the application files

Note:Note: For any type of automatic update to work correctly, the agents must have

Read access to the version.html file and to the items listed in the path fields. For example, if you install the language pack update in a directory on a network server, each agent must have Read permissions on that directory. This Read access must be available any time an agent logs in to Avaya Agent.

Setting Up Automatic Updates for Agent Applications


If you enabled Automatic Updates in the Agent Site Preparation wizard:

1. When an agent logs in, Avaya IC reads the version.html file from <agent installdir>\config.

2. Avaya IC compares the values for the following fields against the values in the agent machine�s registry at HKLM\Software\Avaya\IC\6.0\Agent:

● majorversion● minorversion● patchversion● servicepackversion● languagepackversion

3. If the following is true, then Avaya IC invokes the automatic updates:

● Value of icagent enabled in the version.html file is �1�

● Values for majorversion and minorversion in the downloaded version.html match the values in the agent registry

● Values for patchversion, servicepackversion, or languagepackversion are greater than the values in the agent registry

4. When the automatic update is invoked:

a. A message is displayed to the agent.

b. The agent application exits.

c. Avaya IC updates the agent applications on the agent desktop.



Updating the version.html FileYou need to update the version.html file in the agent installer directory with new values to invoke automatic updates of the agent applications. The version.html file contains the following fields. You can update the highlighted section.

To update the version.html file:

1. Open the version.html file in a text editor.

2. In the version.html file, increase the value of one or more of the following fields by one. For example, if the value of a field is currently 1, increase the value to 2.

● languagepackversion � For a language pack update

● servicepackversion � For a service pack update

● patchversion � For a patch update

Do not change the majorversion and minorversion values unless specifically instructed.

3. In the version.html file, enter the location of the agent installation files in one or more of the following fields. The shared network directory or Web site must be available from the agent desktop.

● languagepackpath � For a language pack update

● servicepackpath � For a service pack update

● patchpath � For a patch update

Avaya IC checks this field before it downloads the files from that location. If the URL or network directory is not valid, an error message is displayed to the agent. After the agent clicks OK, the agent applications are launched without being updated.

<versioninfo><remote>

<client><icagent enabled="1" majorversion="6" minorversion="0" patchversion="0"patchpath="%VALUE%" servicepackversion="0" servicepackpath="%VALUE%"languagepackversion="0" languagepackpath="%VALUE%"/>

</client><server></server>

</remote><local>

<client><icagent regkeyname="Agent"/>

</client><server></server>

</local></versioninfo>

Creating Agents


4. Save the version.html file.

5. Repeat these steps for every Avaya Agent configuration.

Temporarily Disabling Automatic UpdatesIn some cases, you may want to disable your Automatic Update option temporarily and allow agents to log in without waiting for the Automatic Update to complete.

To disable Automatic Updates:

1. Open the version.html file in the <agent_installdir>\config directory.

2. Change the value of the icagent enabled field to 0.

3. Save the file.

Creating AgentsYou need to create an account in IC Manager for all agents, supervisors, and other Avaya IC users. Each agent and other user account requires that you configure permissions, media channels, and other requirements for the account. This manual contains only the information that you require to create agent and other user accounts for testing, including the minimal permissions and configuration settings.

All Avaya IC agent accounts must belong to a User domain. You must create all User domains before you create your agents. If you create agents first, you must assign all agents to the Default domain, and then create the User domains and reassign the agents.

If your User domain does not include a secondary ORB server, the domain must failover to a domain that includes an ORB server, such as the Default domain.

Avaya strongly recommends that you organize your agent population into sets of tenants and workgroups that mirror the organization of your contact center. A tenant is a set of workgroups that fulfill a particular business function. You can use tenants to define the security and administrative boundaries around data, queues, and content resources. A workgroup is a set of agents or queues that form a logical grouping.

A workgroup can only belong to one tenant. However, you can share agents across tenants by assigning them to multiple workgroups. If you use workgroups, you must create workgroups and tenants before you create agents.

Tenants, workgroups, and agents inherit properties from parent to child entities. By default, if you assign a property value to a tenant, the workgroups in that tenant inherit that property value from the tenant, and the agents in the workgroups inherit the property value from the workgroups. When you assign agents to workgroups, and workgroups to agents,



you can specify the order of inheritance. The inheritance order controls which property value IC Manager uses for an agent if an entity inherits multiple values for the same property.

You can use the information in this section to create test agents for your Avaya IC development system. However, before you plan the tenants, workgroups, and agents that you need for your production system, carefully review the information in IC Administration Volume 2: Agents, Customers, & Queues.

Creating Test AgentsYou need to create at least one test agent account to make sure that your Avaya IC system handles tasks correctly. This test agent account should be in the User domain. Your Avaya IC system should already include one User domain. If you have not created a User domain, see Using Avaya IC Domains on page 82.

You need to add the test agent to the Default Workgroup, and configure the agent to handle the primary media channels: voice, chat, and email.

Agents can belong to multiple workgroups. However, all agents who work in Web Management and Email Management must have the Default workgroup as their primary workgroup.

The procedures in this section contain information on how to set basic properties for agent accounts, so you can test your system. If you want to set additional properties for your test agents, see IC Administration Volume 2: Agents, Customers, & Queues.

To create a test agent, perform the tasks in the following sections:

1. Creating Test Agent Accounts on page 276.

2. Configuring the Media Channels for Test Agents on page 279.

3. Setting Properties for Test Agents on page 281.

Creating Test Agent AccountsTo create a test agent account:

1. In IC Manager, select the Agent tab.

2. Expand the DefaultTenant node in the left pane.


Creating Test Agents



5. In the System Information group of the General tab, complete the fields in the following table:

Field Description

First Name Required fieldEnter agent�s first name.

Last Name Required fieldEnter agent�s last name.

Preferred Name Required fieldEnter agent�s preferred name.

Employee ID Enter the agent�s company employee ID (if available).

Domain Required fieldSelect the Interaction Engine Server domain from the list.


Field Description

Login ID Required fieldEnter a login ID that the agent uses for all Avaya IC applications.

Options 1. Click the Ellipsis (�) button next to Options.2. Check the User Addressable box to make the

agents visible for transfers. 3. Click OK.



6. In the Membership Information group of the General tab, complete the fields in the following table:

7. Click the Security tab to set agent security:

a. Password � Enter the password that the agent uses to log in to Avaya IC applications. For example, enter agent1.

b. Confirm � Enter the password a second time to confirm.

c. Roles � Check one or more boxes to select the agent�s security level.


Task Load Required fieldUse the arrow keys to set the maximum number of contacts that the agent can handle concurrently. These contacts can come from any of the media channels used by the agent.For example, if you plan to configure the test agent to use Email and Voice media channels, and to set the task load on Email to 5 and the task load on Voice to 1, you must set this Task Load property to 6.

Task Ceiling Required field.Use the arrow keys to set the limit of the task load across all of the media channels. The task load must be less than or equal to the task ceiling.Note: The Task Load can vary according to your system conditions, such as number of tasks, agents, or time of day. The Task Ceiling is an upper limit on the Task Load.

Field Description

Domain Required fieldSelect your User domain from the drop-down list.

Workgroup 1. Click the Ellipsis (�) button next to Workgroup.2. Expand the DefaultTenant node in the Workgroups

list. 3. Select the Default workgroup.4. Click >> to add the agent to the Default workgroup.5. Click OK.


Field Description



Configuring the Media Channels for Test AgentsWhen you set Task Load and Task Ceiling for the media channels, make sure that:

● The total of all Task Load values does not exceed the Task Load that you set for the agent on the General tab

● The total of all Task Ceiling values does not exceed the Task Ceiling set on the General tab

This step continues from the previous step and assumes that the agent account remains open in IC Manager.

To configure the media channels for a test agent:


2. To enable the agent to receive chat contacts and voice chat contacts, select Chat from the Channel drop-down list and complete the following fields:

a. Disable Chat Channel � Clear this box.

b. Task Load � Set the maximum number of chat tasks an agent can handle at one time.

c. Task Ceiling � Set the maximum value for the chat Task Load.

d. Click Apply.

3. To enable the agent to receive email contacts, select Email from the Channel drop-down list and complete the following fields:

a. Disable Email Channel � Clear this box.

b. Show Full Headers � Check this box if you want the agent to see the full header of each email contact.

c. From Address � Enter the email address that you want recipients to see in emails from this agent

d. Task Load � Set the maximum number of email tasks an agent can handle at one time.

e. Task Ceiling � Set the maximum value for the email Task Load.

f. Click Apply.

4. To enable the agent to receive voice contacts, send outbound voice contacts, or receive voice chat contacts, select Voice from the Channel drop-down list and complete the following fields:

a. Disable Voice Channel � Clear this box.

b. Phone ID � Enter the logical extension number for the agent�s phone. For example, enter 34181.



c. Password � Enter the password for agent login to the ACD.

d. Phone Type � Enter the type of phone that the agent uses.

The PBX requirement for agent login determines the phone type. For example, if the PBX configuration controls the queue structure, the phone type is EAS. If the PBX requires a queue, the phone type is ACD. The following table contains information about the phone types that the supported PBXs require.

e. Equipment � Enter the physical extension number for the agent�s phone. For example, enter 24181.

f. Queue � Enter the default voice queue for this agent.

g. Task Load � Set the maximum number of voice tasks an agent can handle at one time.

h. Task Ceiling � Set the maximum value for the voice Task Load.

i. Click Apply.


6. Click the Email tab in the center of the General tab, then complete the following properties:

● Primary � Address agent uses for daily business purposes.

● Routing � Address for the agent�s outgoing email messages. Email Management uses this address as a unique return address for email messages that the agent forwards to others in Outlook or another email application.

● Internal � Address for the agent�s internal email messages only.

● Personal � Address for the agent�s non-business communication.


Switch Phone Type

Avaya DEFINITY or MultiVantage

EAS or ACD depending on the switch configuration

Aspect EAS or ACD depending on the switch configuration

Nortel Meridian ACD

Nortel Symposium ACD



Setting Properties for Test AgentsYou must configure a minimum number of agent properties for your test agents to ensure that the agent applications function correctly. For information about the remaining agent properties or how to enable other features, see IC Administration Volume 2: Agents, Customers, & Queues.

Tip:Tip: If you want your agent desktop applications to include wrapup functionality,

you must configure agents for wrapup and create reason codes. For more information, see IC Administration Volume 2: Agents, Customers, & Queues.

Set the properties in the following table for your test agents. Follow the steps in the following sections to apply these properties to agents:

● Setting Global Properties for All Agents on page 282

● Setting Properties for Individual Agents on page 283

For information about properties for Outbound Contact, see Configuring Agents for Outbound Contact on page 283.

Section Property Recommended Entry

Notes

Agent/Desktop ScreenPopEnabled Yes Allows agents to receive screen pops.

WrapupEnabled Yes Allows agents to wrapup contacts.

Layout Leave blank if you do not want this agent to use Avaya Agent.Default layout is avaya_agent_en

This is the Avaya Agent layout. If your Avaya IC system includes a customized Avaya Agent layout, enter the name of that layout. If you enter a layout here, you must include an Avaya Agent with all agent applications used by this agent, including Report Wizard.Note: Do not include the .cdl extension.

Agent/Desktop/Directory ShowAgentsOnStartup

Yes Adds agents to the Unified Agent Directory



Setting Global Properties for All Agents

To set global properties that affect all test agents in Avaya IC:




Agent/Desktop/ScreenPop

PopOnAllArrivingContacts

Yes

PopOnContactActivation

Yes

Agent/Desktop/Prompter Server Name or IP Address of the machine that hosts Prompter.

WrapupFlowSet prompter The name of the flow set that includes the Prompter wrapup flow. For example, the name of the sample Prompter flow set is prompter.

WrapupFlow wrapup The name of the wrapup flow.For example, the name of the sample Prompter flow is sample_wrapup.

Agent/Desktop/WrapupDialog

DefaultCategoryGroup

CategoryGroup1

DefaultTenant DefaultTenant

Agent/Desktop/WAC HomeDir Installation directory for the agent.

Makes sure that the Web Agent is visible in the agent desktop. Required for the chat and email channels.

Port The service port on which the Paging server listens.

Default port is 4200.

Server The fully-qualified domain name of the machine that hosts the Paging server.

If you do not set this property correctly, Web Agent may not open with Avaya Agent.

Section Property Recommended Entry

Notes

Configuring Agents for Outbound Contact


4. In the Sections list, click the desired property section.

If this property section does not exist, click Add Property and select that property from the Assign Property dialog box.

5. In the Edit Property dialog box, select the setting that you require for this property.

6. Click Apply.

7. Click OK.

Setting Properties for Individual Agents

To set properties for individual test agents:


2. Double-click the agent in the list of agents.


4. In the Sections list, click the desired property section.

If this property section does not exist, click Add Property and select that property from the Assign Property dialog box.

5. In the Edit Property or Assign Property dialog box, complete the following fields:

a. From the Property drop-down list, select the desired property.

b. From the Property Value drop-down list, select the desired value.

c. Click OK.

6. Click Apply.

7. Click OK.

Configuring Agents for Outbound ContactYou must perform the steps in the following sections for each agent that works on Outbound Contact.

Perform the following steps to configure agents for Outbound Contact:

1. Defining Outbound Agent Skills on page 284.

2. Creating Properties for Web Scheduled Calls on page 284.

3. Adding Outbound Contact Properties for Agents on page 286.



Defining Outbound Agent SkillsOutbound Contact uses the agent skills to:

● Match an agent to outbound jobs

● Specify an agent�s dialing mode

When an agent logs in, the agent can only see jobs that match the agent�s skills. If you want an agent to join a job, you must assign the required skills to the agent in IC Manager.

To define outbound skills:


2. Select Tools > Skills.

3. Confirm whether the Skills list includes the following outbound skills:

● Auto● Predictive● Preview

If the skills do not exist, repeat the following steps to add each skill:

4. Click New.

5. Enter Outbound in the Add to Skills field.

6. Click Outbound.

7. Click New to add the following skills in the Add to Outbound Skills field.

● Auto● Predictive● Preview

8. Click OK.

Creating Properties for Web Scheduled CallsIf your Avaya IC system includes Web Scheduled Calls, you must configure Outbound Contact for that feature.

To create properties for Web Scheduled Calls:

1. In IC Manager, select Tools > Property Declarations.

2. Double-click System/Configuration in the Property Section list in the Property Declarations dialog box.

Configuring Agents for Outbound Contact


3. Select each Web Scheduled Call property and set the values in the following table:

4. Click OK in the Property Declarations dialog box.

Property Tab Name

WebServerPort Settings Check the following boxes under Applicable Property Levels:● eContact (Root node)● Workgroups● Individual Agents

Value Click New and add the following value:● Name � 80● Description � Port value

WebServerWebsite Settings Check the following boxes under Applicable Property Levels:● eContact (Root node)● Workgroups● Individual Agents

Value Click New and add the following value:● Name � website● Description � Website value

WebServerProtocol Settings Check the following boxes under Applicable Property Levels:● eContact (Root node)● Workgroups● Individual Agents

Value Click New and add the following value:● Name � http● Description � Protocol value



Adding Outbound Contact Properties for AgentsYou need to add properties for all agents who work on outbound jobs for Outbound Contact. These steps assume that you have created all agents for your Avaya IC system in IC Manager.

To configure Outbound Contact properties for agents:


2. Double-click the agent in the list of agents.

3. Click the Channel tab and make sure the voice channel is enabled and configured for the agent.

If you have not enabled the voice channel, see Configuring the Media Channels for Test Agents on page 279 and IC Administration Volume 1: Servers & Domains.

4. Click the Skills tab and perform the following steps:

a. Double-click each desired outbound skill in the left pane.

b. Click Apply.

5. Click the Properties tab and perform the following steps:

a. In the Sections list, set values for the properties in the following table:

b. Click Apply.

6. Click OK.

Repeat these steps for each agent who will work with Outbound Contact.

Configuring the Unified Agent DirectoryThe Unified Agent Directory contains resources for your contact center, including:

● Queues

● Agents

● Supervisors

Property Name Value

Agent\Desktop\ScreenPop PopOnAllArrivingContacts Yes

Agent\Desktop\Softphone SwapHeldEnabled Yes

Configuring the Unified Agent Directory


● Subject Matter Experts

● Non-human resources, such as Interactive Voice Response units (IVRs)

By default, only queues are visible in the Unified Agent Directory. You need to set the ShowAgentsOnStartup property to be True to display the Directory tab in the Unified Agent Directory. Agents use the Directory tab to view individual agents in the contact center.

Agents can filter their view of the Unified Agent Directory to see only agents or queues that meet specified criteria. You can change this setting to force agents to view all of the agents and queues in your contact center, if desired.

For information on how to set other properties related to the Unified Agent Directory, see IC Administration Volume 2: Agents, Customers, & Queues. For information on how to use the Unified Agent Directory, see Avaya Agent User�s Guide.

To configure the Unified Agent Directory, perform the steps in the following sections:

1. Configuring the Workflow Server for the Unified Agent Directory on page 287.

2. Configuring Agents for the Unified Agent Directory on page 288.

Configuring the Workflow Server for the Unified Agent Directory

The Unified Agent Directory uses the following system workflows:

● All flows in the Sys_AgentSearch project

● All flows in the Sys_Transfer project

The Avaya IC seed data includes compiled sample workflows for these projects. When you created the CCQ database, you imported the compiled workflows with the seed data and stored them in the database.

If your Avaya IC system includes multiple Workflow servers, perform these steps on the Agent Search and Transfer Workflow server. This Workflow server is typically the system Workflow server.

Tip:Tip: In IC Manager, the New button that you use to add new items, such as new

records to a table or new properties to a server or agent, is on the toolbar. The following figure shows the New button.

To configure the Workflow server for the Unified Agent Directory:


2. Click the Workflow tab and confirm that the Workflow server includes the required semaphores:



a. Click the Semaphores button.

b. Confirm that the Semaphores dialog box includes entries for the following semaphores:

● agentsearch.update_searchstatus

● agentsearch.update_searchresult

Add the semaphores if they are not listed.

c. Click OK.


4. Stop and restart the Workflow server.

Configuring Agents for the Unified Agent DirectoryTo configure agents for the Unified Agent Directory, perform the steps in one of the following sections:

● Configuring All Agents for the Unified Agent Directory on page 288

OR● Configuring an Agent for the Unified Agent Directory on page 289

Configuring All Agents for the Unified Agent Directory

Follow these steps to configure all agents for the Unified Agent Directory.

To configure all agents for the Unified Agent Directory:




4. In the Sections list, click Agent/Desktop/Directory.

5. Click Add Property, and in the Assign Property dialog box:

a. Select ShowAgentsOnStartup from the Property drop-down list.

b. Select Yes from the Property Value drop-down list.

c. Click OK.

Configuring the Unified Agent Directory


6. Click Add Property, and in the Assign Property dialog box:

a. Select WorkflowServerName from the Property drop-down list.

b. Enter the name of the Workflow server that runs the workflows for the Unified Agent Directory in the Property Value field.

You must enter the name of the Workflow server where you added the semaphore in Configuring the Workflow Server for the Unified Agent Directory on page 287.

c. Click OK.


Configuring an Agent for the Unified Agent Directory

Follow these steps to configure individual agents for the Unified Agent Directory.

To configure agents for the Unified Agent Directory:

1. In IC Manager, double-click the agent in the list of agents.


3. In the Sections list, click Agent/Desktop/Directory.

4. Click Add Property.

5. In the Assign Property dialog box, select one of the following properties from the Property drop-down list, select the appropriate value from the Property Value drop-down list, and click OK. Repeat these steps for each property.

Property Recommended Property Value

Notes

ShowAgentsOnStartup Yes Adds the Directory Tab to the Unified Agent Directory.

ShowAgentState Yes Displays agent�s state in the Directory tree of the Unified Agent Directory.

ShowAllAgents Yes Shows the entire Directory tree for agents in the Unified Agent Directory.

SkillsSupport Yes Lets agents use skills as search criteria in the Unified Agent Directory.

TransferFlowName Enter the name of the workflow that retrieves the destination from the virtual queue.




WorkflowServerName Name of the Workflow server that runs the workflows for the Unified Agent Directory.

Use the Workflow server where you added the semaphore in Configuring the Workflow Server for the Unified Agent Directory on page 287.

UADStringFormat Select the desired string format.

Determines how agents are displayed in the Unified Agent Directory. When you choose a string formats, the Unified Agent Directory displays information from a field from the agent�s record in IC Manager:● Standard � Display Name● ASCII � Full Name● LoginID � Login Name

Property Recommended Property Value

Notes


Chapter 10:Installing Optional Components

Perform the steps in the following sections to configure optional Avaya� Interaction Center (Avaya IC) components:

● Configuring Avaya Content Analyzer on page 291

● Configuring WebQ on page 295

● Configuring QKnowledge on page 296

● Configuring Letter Generator on page 301

● Installing and Configuring a Second ICM Server on page 309

● Installing the Interaction Engine Servers SDK on page 314

For information on how to install and configure Avaya Operational Analyst, see Avaya Operational Analyst Installation and Maintenance. For information on how to integrate a supported Siebel application with Avaya IC, see Siebel 2000 Integrator�s Guide.

Configuring Avaya Content AnalyzerThe Avaya IC server installation copies the Content Analyzer files to your server machine. For more information, see Installing Avaya IC Servers on page 40.

After you copy the files to the machine you need to configure Content Analyzer.

To configure Content Analyzer, perform the steps in the following sections:

1. Creating the Administrative Content Analyzer Server on page 292.

2. Creating the Operations Content Analyzer Server on page 293.

3. Adding a Knowledge Base on page 294.

For more detailed information about Content Analyzer, see:

● Avaya Workflow Designer Guide for an overview of Content Analyzer and information about how to customize workflows for Content Analyzer

● IC Administration Volume 1: Servers & Domains to administer Content Analyzer, including how to set up and maintain Knowledge Bases and how to train Content Analyzer

Installing Optional Components


Creating the Administrative Content Analyzer ServerFor more information about the Administrative Content Analyzer server, see IC Administration Volume 1: Servers & Domains.

To create the Administrative Content Analyzer server:


2. Select CAAdmin from the list of servers. Click OK.


4. Click the CA Server tab and complete the fields in the following table:

5. Click OK.

6. Start the Administrative Content Analyzer server.


Name CAAdminServer


This server should be in the same domain as the ICEmail server.For example, select Email from the drop-down list if the server is in the Email domain.




IC Data Source

Select the Interaction Center Data Source.

Path to NLP Data

Enter the directory path to the NLP data.

Windows:<install_dir>\oem\banter\nlpdata

Solaris:/opt/Avaya/IC60/oem/banter/NLPData

Configuring Avaya Content Analyzer


Creating the Operations Content Analyzer ServerFor more information about the Operations Content Analyzer server, see IC Administration Volume 1: Servers & Domains.

To create the Operations Content Analyzer server:


2. Select CAServer from the list of servers. Click OK.


4. Click the CA Server tab and complete the fields in the following table:

5. Click OK.

Note:Note: Do not start the Operations Content Analyzer server. You must configure at

least one trained and validated Knowledge Base before you start this server.


Name OperationCAServer


This server should be in the same domain as the ICEmail server.For example, select Email from the drop-down list if the server is in the Email domain.





Path to NLP Data Enter the directory path to the NLP data.

Windows:<install_dir>\oem\banter\nlpdata

Solaris:/opt/Avaya/IC60/oem/banter/NLPData



Adding a Knowledge BaseBefore you add a Knowledge Base to your Operations Content Analyzer server, perform the following steps in the Content Analyzer Administration tab:

1. Create the Knowledge Base.

2. Train the Knowledge Base.

3. Validate the Knowledge Base.

4. Save the trained and validated Knowledge Base.

For detailed information on how to perform these steps, see IC Administration Volume 1: Servers & Domains.

You need the following information about the Knowledge Bases before you add them to the Operations Content Analyzer server:

● Name● File path● Threshold● Language codesThis information is available in IC Manager for all saved Knowledge Bases. You can find this information in the KB Management pane of the Content Analysis window.

To add a Knowledge Base to the Operations Content Analyzer server:

1. Double-click the Operations Content Analyzer server in the list of servers.

2. Click the CAServer tab.

3. Click the Ellipsis (�) button next to Knowledge Base.

4. In the Knowledge Base dialog box:

a. Click New.

b. Enter the name of the Knowledge Base in the Name column.

This name must be the same as the name of the Knowledge Base in the KB Name column of the KB Management pane in the Content Analysis window.

c. Enter the directory path to the Knowledge Base in the KB File Location column.

This path must be the same as the path in the File Path column of the KB Management pane in the Content Analysis window.

d. Enter a threshold in the Threshold column, if desired.

You can leave this column blank or enter the same threshold that you specified when you validated the Knowledge Base.

e. Click the Ellipsis (�) button in the Languages column.

Configuring WebQ


5. In the Languages dialog box:

a. Click New.

b. Enter a language code.

Repeat Steps a and b for each language code you want to add. All available language codes are in the Languages column of the KB Management pane in the Content Analysis window. The language codes are listed in a single string, separated by semicolons.

c. Click OK.

6. Click OK in the Knowledge Base dialog box.

7. Click OK in the CAServer tab.

Configuring WebQWebQ provides HTML pages for CustomerQ.and other Business Applications. Your customers and support agents can use WebQ to access your Avaya database remotely through an Internet browser. WebQ Router provides load balancing between active WebQ services and supports the SSL Internet security capability.

The following instructions provide an overview of how to configure WebQ for the CustomerQ application. For detailed instructions, see:

● WebQ Reference � To configure and deploy the application

● Database Designer Application Reference � To customize an ADL file

● IC Administration Volume 1: Servers & Domains � To configure and deploy the WebQ server and WebQ Router

To configure WebQ:

1. Confirm that your Data Connector server and IIS server are up and running.

2. Open custq.adl in Database Designer.

3. Check the appropriate boxes for the application components to generate WebQ pages, and customize the ADL file, if desired.

4. Select File > Generate Web Application and generate the WebQ application.

5. Copy the WebQ application directory to the machine that hosts the WebQ server and WebQ Router.

6. Copy the WebQ help directory from the machine that hosts your Design & Administration Tools to the machine that hosts your WebQ server. The WebQ help directory is located at <install_dir>\IC60\help\WebQ



7. Create a directory called webq under the IIS Server�s root directory of the website�s files.

For example, create a directory called C:\InetPub\wwwroot\webq

8. Copy the following files from <install_dir>\IC60\httpd to the IIS webq directory you created above:

● cal.gif● find.gif● login.htm● option.class● optionwidget.class● rw.gif● webqbar.gif● webqbtm.gif● webqbutn.gif● webqmenu.gif● webqpg1.jpg● webqpgn.gif

9. Configure and start the WebQ server.

10. Configure and start the WebQ Router.

Configuring QKnowledgeQKnowledge provides full-text database search and retrieval for problem determination and resolution.

Note:Note: Avaya IC does not support QKnowledge on Solaris. You cannot configure

QKnowledge on a Solaris machine. If you host your servers on Solaris, and require QKnowledge, complete the steps in Configuring QKnowledge for Solaris Servers on page 298.

To configure QKnowledge, perform the steps in the following sections:

1. Prerequisites for QKnowledge on page 297.

2. Configuring QKnowledge for Solaris Servers on page 298.

3. Configuring the QKnowledge JRun Application on page 299.

4. Configuring QKnowledge for Solution Search on page 300.

5. Configuring QKnowledge for IndexQ on page 301.

Configuring QKnowledge


Prerequisites for QKnowledgeBefore you configure QKnowledge, you must:

1. Install JRun on the machine where you plan to use QKnowledge. Configure JRun for QKnowledge, including the following:

a. In the JRun Management Console, create a JRun server to host the QKnowledge JRun application.

b. In the JRun Management Console, configure a connector filter from the QKnowledge JRun server to your External Web Server (IIS or Sun ONE� Server).

c. In a Web browser, run the JRun demo application from the following URL to ensure that JRun and the Web server mappings work:

http://<machine_name>.<domain_name>.com/demo/





f. Make sure that the port assigned to the QKnowledge JRun server does not conflict with a port assigned to another server. JRun does not check that a port is available before using that port.

2. Copy the server files to the machines where you plan to run the Avaya IC servers, described in Installing Avaya IC Servers on page 40



5. Create an HTTP Connector server. For more information, see Creating the HTTP Connector Server on page 102.

6. Open the Windows Services panel on the machine that hosts QKnowledge and confirm that the Hummingbird SearchServer servers have started correctly, including:

● Hummingbird Connector● Hummingbird Connector Manager● Hummingbird Search Services for Java● Hummingbird STR Service



Configuring QKnowledge for Solaris ServersYou must complete these steps if you host your servers on Solaris machines and your Avaya IC system includes QKnowledge.

Note:Note: All collections reside on the Windows machine that hosts QKnowledge. You

must run IndexQ on the Windows machine that hosts QKnowledge.

To configure QKnowledge for Solaris servers:

1. Install QKnowledge and IndexQ on a Windows machine, as described in Installing Avaya IC Servers on page 40.

You cannot select only QKnowledge and IndexQ. You must install all Avaya IC servers.

! Important:! Important:Important: Do not start any Avaya IC servers on the Windows machine that hosts

QKnowledge and IndexQ.

2. On the machine that hosts QKnowledge, run the Avaya IC Configuration Tool as described in Configuring the QKnowledge JRun Application on page 299.

3. In IC Manager, perform the steps set out in Configuring QKnowledge for Solution Search on page 300.

Configuring QKnowledge


Configuring the QKnowledge JRun ApplicationQKnowledge requires a JRun application. You configure QKnowledge on the General tab of the Avaya IC Configuration Tool, shown in the following figure. Perform this procedure on the machine that hosts QKnowledge.

To configure QKnowledge:

1. Select Start > Programs > Avaya Interaction Center 6.0 > Configuration Tool to start the Configuration Tool.





4. Select your HTTP Connector server from the WebChannel drop-down list.

5. Check Configure QKnowledge.



6. In the QKnowledge JRUN Server field, enter the name of the JRun server that will include QKnowledge as an external application.

For example, if you created a JRun server named qknowledge, enter qknowledge. This field is case-sensitive.


The Configuration Tool creates deploys the QKnowledge application in JRun, and configures the settings required by QKnowledge.

8. Click Exit.

Configuring QKnowledge for Solution SearchSolution Search is a searchable knowledge base which agents can access from the Business Applications. You can store reference information that agents need to accurately answer customer questions in Solution Search.

To configure QKnowledge for Solution Search:

1. Open IC Manager.

2. Select Tools > Groups.

3. Click IC in the left pane of the Group Manager.4. Click the Properties tab.

5. Select QUI/Solution Search from the Sections list.

6. Double-click the ServerNameAndPort property type.

7. Edit the PropertyValue to read<JRun_server_host_name>:<port_number>

Note:Note: If you host your servers on Solaris, the JRun server host name must be the

Windows machine that hosts QKnowledge.

8. Click OK.

Configuring Letter Generator


Configuring QKnowledge for IndexQAvaya IC installs IndexQ with the servers. For more information, see Installing Avaya IC Servers on page 40.

IndexQ is a SearchServer-based utility that is part of QKnowledge. IndexQ simplifies the process of indexing documents for solution searches by Avaya IC applications. With IndexQ, you can create and index document collections.

For information on how to use IndexQ to index document collections, see IC Administration Volume 1: Servers & Domains.

Configuring Letter GeneratorLetter Generator allows you to create letter and form templates, and then generate mass mailings or single documents from those templates. Letter Generator works with the Avaya Business Applications. Your Avaya IC system must include a Business Application if you want to use Letter Generator.

Batch Administrator is a feature of Letter Generator that controls when and how generated documents are processed. All such documents are sent to a batch, which is a collection of documents and their destinations. The destination can to a printer, email message, or PostScript file. Once a document is sent to a batch, it stays there until the Administrator freezes the batch and processes its contents.

To use the Letter Generator and Batch Administrator, perform the steps in the following sections:

1. Prerequisites for Letter Generator on page 302.

2. Configuring the Letter Generator JRun Application on page 303.

3. Updating the pdfsvcport Property for Solaris on page 305.

4. Editing Letter Generator Properties in IC Manager on page 305.

5. Configuring the Workflow Server for Letter Generator on page 306.

6. Configuring Letter Generator for Japanese on page 307.

! CAUTION:CAUTION: Install Letter Generator on a different machine from the Web Management

servers to avoid conflicts. If you install your servers on a Solaris machine, Letter Generator and Web Management cannot function if you host them on the same machine.



Prerequisites for Letter GeneratorBefore you configure the Letter Generator JRun application, you must:

● Create an HTTP Connector server in the same Avaya IC domain as the Workflow server for Letter Generator or in that domain�s failover path. For more information, see Creating the HTTP Connector Server on page 102.

● Install GhostScript and GhostViewer on the machine where you plan to use the Workflow server for Letter Generator.

● Install Adobe Acrobat on the machine where you plan to run the Batch Administrator.

● Install JRun on the machine that hosts the Workflow server for Letter Generator. Letter Generator requires a dedicated Workflow server. JRun must be on the same physical machine as the Letter Generator Workflow server.

● Configure JRun for Letter Generator, including the following:

a. In the JRun Management Console, create a JRun server to host the Letter Generator JRun application.

! CAUTION:CAUTION: Make sure that the port assigned to the Letter Generator JRun server does

not conflict with a port assigned to another server. JRun does not check that a port is available before using that port.

b. In the JRun Management Console, configure a connector filter from the Letter Generator JRun server to your External Web Server (IIS or Sun ONE� Server).

c. Configure the JRun server to start automatically.

d. If you install JRun on a Windows machine:

● In a Web browser, run the JRun demo application from the following URL to ensure that JRun and the Web server mappings work:http://<machine_name>.<domain_name>.com/demo/


● From a command line, run the JRun -install command with the appropriate arguments to add the JRun server to the machine�s services.




Configuring the Letter Generator JRun ApplicationLetter Generator requires a JRun application. You configure Letter Generator on the General tab of the Avaya IC Configuration Tool, shown in the following figure. Perform this procedure on the machine that hosts the Workflow server for Letter Generator.



To configure the Letter Generator JRun application:









3. If your servers are hosted on Solaris machines, complete the fields in the following table.



5. Check Configure Letter Generator.6. In the Letter Generator JRUN Server field, enter the name of the JRun server that will

include the Letter Generator as an external application.

For example, if you created a JRun server named qknowledge, enter qknowledge. This field is case-sensitive.

7. Select your HTTP Connector server from the WebChannel drop-down list.

8. Enter the Web server port that the HTTP Connector server uses for connections to the Letter Generator JRun application in the Web Server Port field.

For example, the default port is 80.

9. Enter the directory path for the GhostScript executable in the GhostScript Home field.


The Configuration Tool creates deploys the Letter Generator application in JRun, and configures the settings required by Letter Generator.

11. Click Exit.



Enter the installation path for the Sun ONE� Server instance that hosts Letter Generator.


Web Server Name(Solaris only)

Enter the Web Server Name for the Sun ONE� Server instance that hosts Letter Generator.


Web Server Host(Solaris only)

Enter the root name of the server as found in the Sun ONE� Server home directory.


DNS Domain(Solaris only)

Enter the DNS domain for the Sun ONE� Server instance that hosts Letter Generator.




Updating the pdfsvcport Property for SolarisBy default, the pdfsvcport property in the docgen.properties file is set to 80. This port is the web server port that the Configuration Tool uses to run the JRun Connection Wizard.

For Solaris systems, the Configuration Tool does not run the JRun Connection Wizard to configure the connection for the Letter Generator JRun server. You must update the pdfsvcport property in the docgen.properties file to match the web server port number in your Letter Generator JRun server.

! Important:! Important:Important: You do not need to perform this step if you host Letter Generator on a

Windows machine.

To update the pdfsvcport property:

1. Open the docgen.properties file on the machine that hosts Letter Generator.

2. Scroll down to the pdfsvcport property.

3. Replace the default entry of "80" with the web server port for your Letter Generator JRun server.

For example, if your Letter Generator JRun server uses 8102 for the web server port, set the value of the pdfsvcport property to 8102.

4. Save the changes to the docgen.properties file.

Editing Letter Generator Properties in IC ManagerTo configure the server and port number for Letter Generation:


2. Select IC in the left pane of the Group Manager.3. Click the Properties tab.

4. Select QUI > Letter Generator from the Sections list.

5. Double-click ServerNameAndPort. 6. Set this property to point to the server and port where the Letter Generator application

is deployed in JRun

For example, if your server is qapc18, and your port is 80, enter qapc18:80.

7. Click OK.

Note:Note: Close and re-open all agent applications, so your changes take effect.



Configuring the Workflow Server for Letter GeneratorYou must create a dedicated Workflow server for Letter Generator. The Letter Generator Workflow server must be:

● In the same domain as the HTTP Connector server, or you must configure the Letter Generator domain to failover to the domain that contains the HTTP Connector server.

● On the same physical machine as the Letter Generator Workflow server.The Letter Generator Workflow server uses the data source for your Business Application.

To configure the Workflow server for Letter Generator, perform the steps in the following sections:

1. Creating a Workflow Server for Letter Generator on page 306.

2. Using Workflows for Letter Generator on page 307.

Creating a Workflow Server for Letter Generator

Note:Note: The Letter Generator Workflow server shares the same Windows temp file

as the JRun server used by Letter Generator. You must install the Workflow server and the JRun server used by Letter Generator on the same physical machine.

To create a Workflow server for Letter Generator:


2. Select Workflow from the list of servers. Click OK.




Name DocGenWorkflowServer







5. From the IC Data Source drop-down list, select the data source for your Business Application.

For example, if your Avaya IC system includes Request-based CallCenterQ, the default name for the data source is ccq_request.

You can use the default settings for the Workflow server to get your system up and running. For more detailed information about these parameters and how to customize them for your system, see IC Administration Volume 1: Servers & Domains.


Using Workflows for Letter Generator

Letter Generator uses the sample workflows in the DocGen project. Avaya IC installs the DocGen project in the following directory on the machine that hosts Workflow Designer:

<install_dir>\IC60\design\IC\Flows\Avaya\DocGen

The Avaya IC seed data includes compiled sample workflows for this project. When you created the CCQ database, you imported the compiled workflows with the seed data and stored them in the database.

For a complete list of the workflows in the docgen project, including the directories where Avaya IC installs the workflows, see Sample Document Generation Flows on page 391.

Configuring Letter Generator for JapaneseTo process and view documents in Japanese, perform the steps in the following sections:

1. Installing Japanese Fonts on page 307.

2. Modifying the Letter Generator Configuration Files on page 308.

3. Using Japanese Fonts in Letter Generator on page 309.

Note:Note: The examples in this section use Mincho font. If your Avaya IC system uses

a different Japanese font, replace the Mincho information with the appropriate font information.

Installing Japanese Fonts

To install Japanese fonts:

● Run the following command on the machine that hosts Letter Generator:

� True Type fonts � run pfmtoxml.sh

� Adobe type 1 font � run ttftoxml.sh



For example, to create the mincho.xml file and use the Mincho font, run the following command:

ttftoxml <install_dir>/IC60/fonts/mincho.ttc<install_dir>/IC60/docgen/WEB-INF/mincho.xml

Modifying the Letter Generator Configuration Files

To modify the Letter Generator configuration files:

1. Edit the following file: <install_dir>/IC60/docgen/WEB-INF/userconfig.xml

a. Open the file in a text editor, such as Notepad.

b. Add the following text to the file:

c. Save and close the file.

2. Edit the following file: <install_dir>/IC60/docgen/xsl/fonts.xml

a. Open the file in a text editor, such as Notepad.

b. Add the following text to the file:

c. Save and close the file.

<font metrics-file="<install_dir>/IC60/docgen/WEB-INF/msmincho.xml" embed-file="<install_dir>/IC60/mincho.ttc" kerning="yes">

<font-triplet name="Mincho" style="normal" weight="normal"/><font-triplet name="Mincho" style="normal" weight="bold"/><font-triplet name="Mincho" style="italic" weight="normal"/><font-triplet name="Mincho" style="italic" weight="bold"/></font>

<font name="Mincho"><style name="normal">Mincho</style><style name="bold">Mincho</style><style name="bolditalic">Mincho</style><style name="italic">Mincho</style></font>

Installing and Configuring a Second ICM Server


Using Japanese Fonts in Letter Generator

To use Japanese fonts in Letter Generator:

1. Create a letter template that includes Japanese text.

2. In the template editor, select all the text in the template.

3. Set the font to the Japanese font on your system, such as Mincho.

4. Generate and process the documents in Letter Generator.

Installing and Configuring a Second ICM Server The ICM Server hosts the Web Management conferences between agents and customers. You can install a second ICM Server, for one or both of the following reasons:

● To increase the capacity or load sharing of chat functionality

● To use a secure server for chat escalations from one site but not another

Install the second ICM server on a dedicated machine for scalability. Do not install the second ICM server on the machine that hosts your database software.

If you�re setting up a secure ICM, follow the instructions in the section Configuring SSL Security for Web Servers (Optional) on page 204, as well as the instructions below.

You can configure a second ICM server in one of the following ways:

● With a CIRS server for load balancing � In this configuration, users enter the Website on the primary machine and are redirected to an ICM server on a different machine based on the load. For more information, see Configuring a Second ICM Server with a CIRS Server on page 309.

● Without a CIRS server � In this configuration, each combination of ICM server and Website is independent.

Configuring a Second ICM Server with a CIRS ServerTo configure a second ICM server to work with a CIRS server and the website, you must designate the machine that hosts an ICM server and Website combination as the primary server machine.

After you select the primary server machine, perform the steps in the following sections:

1. Configuring the Primary ICM server on page 310.

2. Configuring the Second ICM Server on page 310.



3. Configuring the CIRS Server on page 311.

4. Configuring the CIRS Servlet for Website on page 312.

5. Adding ICM Servers to the ICM Bridge on page 314.

Configuring the Primary ICM server

To configure the Primary ICM server:

1. In IC Manager, select the Configuration tab.


3. Select the ICM table with the same name as the dsObjectName in <install_dir>/IC60/etc/SystemParms.txt

If the table does not exist, create a new table. For more information, see Configuring the ICM Server on page 192.

4. Update the following fields in the right pane:

● Global ICM Name � Enter the value of dsObjectName

● ICM Server Name � Enter the fully-qualified domain name of the machine that hosts the primary ICM server

● CIRS Host � Enter the hostname of the machine that hosts the primary ICM server

● CIRS Port � Enter the port for the CIRS server

For information on all other fields, see Configuring the ICM Server on page 192.


6. Re-start the ICM server

7. Start the CIRS server.

8. Add the ICM server to the ICM Bridge. For more information, seeAdding ICM Servers to the ICM Bridge on page 314.

Configuring the Second ICM Server

Before you configure the second ICM server, you must do the following:

1. Install and configure secondary Avaya IC servers, including a secondary ORB server, on the machine that will host the second ICM server.

For more information, see Installing Secondary Servers on page 49.

2. Copy the vesp.imp file from the machine that hosts the primary server to the following directory on the machine that hosts the secondary servers <install_dir>/IC60/etc.



To configure the second ICM Server:



3. Click New.

4. Update the following fields in the right pane:

● Global ICM Name � Enter a name for the second ICM server (for example, icm2)

● ICM Server Name � Enter the fully qualified domain name of the machine that hosts the second ICM server

● CIRS Host � Enter the hostname of the machine that hosts the primary ICM server

● CIRS Port � Enter the port for the CIRS server





8. Add the ICM server to the ICM Bridge. For more information, seeAdding ICM Servers to the ICM Bridge on page 314.

Configuring the CIRS Server

To configure the CIRS server:


2. From the Tables list in left pane, click Chat > CIRS.

3. Select the CIRS table with the same name as the dsObjectName in <install_dir>/IC60/etc/cirsParms.txt

If the table does not exist, create a new table. For more information, see Configuring the Central Internet Routing Service on page 196.

4. In the Global CIRS Name field in the right pane, enter the value of dsObjectName in <install_dir>/IC60/etc/cirsParms.txt

For information on all other fields, see Configuring the Central Internet Routing Service on page 196.





Configuring the CIRS Servlet for Website

For more information about Website applications, see Configuring the Website on page 198.

To configure the CIRS servlet for website:


2. From the Tables list in left pane, click Website > websitecontext.3. Create or update the websitecontext record for each Web Management application

that chat users need to access.

a. Right-click in the right pane and check the box next to Show Advanced Properties.

b. Complete the following fields:

● Global Name � Enter the value of dsObjectName in <install_dir>/IC60/comp/website/WEB-INF/web.xml

● ICM Servlets Active � Check this box

● ICM CIRS Servlet Active � Check this box

For information on all other fields, see Configuring the Central Internet Routing Service on page 196.


5. Restart each JRun Server that hosts a Website application.

6. Start the ICM server.

Configuring an Independent Second ICM ServerBefore you configure an independent ICM server, you must do the following:

1. Install and configure secondary Avaya IC servers, including a secondary ORB server, on the machine that will host the second ICM server.

For more information, see Installing Secondary Servers on page 49.

2. Copy the vesp.imp file from the machine that hosts the primary server to the following directory on the machine that hosts the secondary servers <install_dir>/IC60/etc.

After you select the primary server machine, perform the steps in the following sections:

1. Configuring a Second ICM Server on page 313.

2. Disabling the CIRS Servlet for Website on page 313.

3. Adding ICM Servers to the ICM Bridge on page 314.



Configuring a Second ICM Server

To configure an independent second ICM server:



3. Click New.

4. Enter a name for the second ICM server in the Global ICM Name field.




7. Add the ICM server to the ICM Bridge. For more information, see Adding ICM Servers to the ICM Bridge on page 314.

Disabling the CIRS Servlet for Website

For more information about Website applications, see Configuring the Website on page 198.

To disable the CIRS servlet for website:


2. From the Tables list in left pane, click Website > websitecontext.3. Create or update the websitecontext record for each Web Management application

that chat users need to access.

a. Right-click in the right pane and check the box next to Show Advanced Properties.

b. Complete the following fields:

● Global Name � Enter the value of dsObjectName in <install_dir>/IC60/comp/website/WEB-INF/web.xml

● ICM CIRS Servlet Active � Do not check this box


5. Restart each JRun Server that hosts a Website application.

6. Start the ICM server.



Adding ICM Servers to the ICM BridgeYou add ICM servers to the ICM bridge in the Attribute server configuration. For more information, see Creating the WebACD Server on page 168.

To add the second ICM server to the ICM Bridge:

1. In IC Manager, double-click the Attribute server in the list of servers.

2. Click the Attribute tab.

3. Click the Ellipsis (�) next to the ICM Servers field.

4. In the ICM Servers dialog box:

a. Click New.

b. Check Enabled.

c. In the Host field, enter the name and domain of the machine that hosts the ICM server. For example, enter TESTBOX.xyzcorp.com.

d. Accept the default port number (8103) or change to an available port.

e. Click OK.

Repeat these steps for each ICM server in your Avaya IC system.

5. Click OK.

6. Restart the Attribute server

Installing the Interaction Engine Servers SDKAvaya IC provides a Software Development Kit (�SDK�) for the Interaction Engine servers. The SDK includes the files that you need to build your own Avaya IC servers, including:

● Header files

● Libraries

● Sample server project files

Installing the Interaction Engine Servers SDK


To install the SDK:

1. Navigate to the following directory in the Avaya Interaction Center CD-ROM:

● Windows � <CD-ROM_drive>\utils\sdk\sdkwin32.zip

● Solaris � <CD-ROM_drive>/Unix/SDK/sdk.tar

2. Copy the compressed SDK file to your Avaya IC directory.

3. Uncompress the file and extract the contents.

For more information, see IC Client and Server Programmer's Design Guide.


Appendix A: Example: Installing a Multi-Machine Avaya IC System

The following example shows you how to use this manual to install and configure an out-of-the-box Avaya IC system across multiple server machines. This example follows Scenario 3 from the IC Installation Prerequisites Guide.

This scenario is the recommended minimum configuration for a basic single site, multi-media deployment. If you customize your multi-media deployment, you may need to include additional machines and Avaya IC components.

This scenario includes the following deployment:

● All media channels

● Single site

● One machine for placement of Web-related servers in the network DMZ

● Four machines for all other Avaya IC servers

● One machine for Operational Analyst Event Collector server and Real-time subsystem

● One machine for IC Manager, Database Designer, and Workflow Designer

● One machine for agent applications, such as Avaya Agent and CallCenterQ

● One machine for SMTP and POP servers

● One machine for your RDBMS

● Hardware redundancy

● Server (VESP) failover

This scenario does not include the following Avaya IC features:

● Voice Chat● WebQ● QKnowledge● Letter Generator● Multiple ICM or CIRS servers● Customizations to Avaya IC components

Example: Installing a Multi-Machine Avaya IC System


To deploy this single site, multi-media, multiple machine system, perform the steps in the following sections:

1. Prerequisites for Installing Avaya IC on page 318.

2. Planning the Hardware on page 319.

3. Installing the Design & Administration Tools on page 319.

4. Installing the Core Servers on page 319.

5. Configuring the Data Connector Server on page 320.

6. Configuring the Data Connector Server on page 320.

7. Creating the Databases on page 321.

8. Configuring Servers on the ICVoice1 Machine on page 325.

9. Configuring Servers on the ICVoice2 Machine on page 329.

10. Configuring Servers on the ICWeb Machine on page 332.

11. Configuring the Website on the ICWebsite Machine on page 334.

12. Completing the Web Management Configuration on page 336.

13. Configuring Servers on the ICEmail Machine on page 337.

14. Installing Agent Desktop Applications on page 340.

15. Creating and Configuring Agents on page 341.

16. Installing and Configuring Operational Analyst on page 341.

Prerequisites for Installing Avaya ICBefore you install and configure Avaya IC, perform the following:

● Review the Avaya IC Readme file and Readme Addendum for up-to-date information about Avaya IC components and prerequisites:

● Install and configure all required third-party applications, as described in the IC Installation Prerequisites Guide

Planning the Hardware


Planning the HardwareThis scenario requires the following machines:

● ICVoice1 � Core servers, Telephony servers, and Outbound Contact servers

● ICVoice2 � Failover core servers, Telephony servers, and Outbound Contact servers

● ICWeb � Web Management servers

● ICEmail � Email Management servers and Content Analyzer servers

● ICWebsite � Web-related servers in the network DMZ

● OAEvent � Operational Analyst Event Collector server and Real-time subsystem

● Machine to host Avaya IC Design & Administration Tools

● Machine to host your database and database server (RDBMS)

Installing the Design & Administration ToolsOn the machine that hosts your Design & Administration Tools, perform the following steps:

Installing the Core ServersInstall the first set of core servers on ICVoice1.

Before you configure ICVoice1, you must install and configure prerequisite software, as described in Prerequisites for Configuring Servers on page 58 and IC Installation Prerequisites Guide, including:

● Operating system● Time synchronization utility● Acrobat Reader

Step Section in this manual

Install the Design & Administration Tools. Installing Design & Administration Tools on page 36.



● Database client● JRun● Web browser● Telephony software required by your switchOn ICVoice1, perform the following steps:

On the machine that hosts IC Manager, perform the following steps:

Configuring the Data Connector ServerIn this step, you configure the primary Data Connector server hosted by ICVoice1. This server is in the Default domain.

On the machine that hosts your Design & Administration Tools, perform the following steps:


Install the servers. Installing Avaya IC Servers on page 40.

Configure and start your ORB server and other primary servers.

Starting the Primary Servers on page 44.


Copy the server implementation and interface files.

Copying the Server Implementation and Interface Files on page 47.


Use IC Manager to configure the Data Connector server.

Configuring the Data Connector Server on page 60.

Creating the Databases


Creating the DatabasesIn this step, you create and configure:

● CI Repository database and data source

● CCQ database and Interaction Center data source

On the machine that hosts your Design & Administration Tools, perform the following steps in Database Designer:


Create your CI Repository database and your CI Repository data source.

Creating Customer Interaction (CI) Repository on page 65.

If desired, create a Report Wizard application.

Generating the Report Wizard Application on page 71.

Create your CCQ database and Interaction Center data source.

Creating the CCQ Database on page 73.

If your Avaya IC system includes an Avaya Business Application, generate your Business Application.

Creating Business Applications on page 81.



Configuring DomainsThis scenario requires the following Avaya IC domains with the following failover strategy. When you create domains for your Avaya IC, use domain names that identify the machine, and media channel or agent workgroup instead of the letters shown in the following table. Do not rename the Default domain. For a list of the members of each domain, see IC Installation Prerequisites Guide.

Domain Primary Purpose Failover Domains

Rome_UsersA Agent events 1. Rome_UsersA2. Rome_UsersB3. Rome_VoiceA4. Rome_VoiceB5. Default6. Rome_Core7. Rome_Web8. Rome_Email9. Rome_EmailEDU

10. Rome_WebEDU

Rome_UsersB Agent events 1. Rome_UsersB2. Rome_UsersA3. Rome_VoiceB4. Rome_VoiceA5. Rome_Core6. Default7. Rome_Web8. Rome_Email9. Rome_EmailEDU

10. Rome_WebEDU

Rome_VoiceA(*see ADU_VoiceA)

Telephony 1. Rome_VoiceA2. Rome_VoiceB3. Default4. Rome_Core

Rome_VoiceB(**see Rome_ADU_VoiceB)

Telephony 1. Rome_VoiceB2. Rome_VoiceA3. Rome_Core4. Default

Configuring Domains


Rome_PrompterA Agent prompting 1. Rome_PrompterA2. Rome_PrompterB3. Default4. Rome_Core5. Rome_VoiceA6. Rome_VoiceB

Rome_PrompterB Agent prompting 1. Rome_PrompterB2. Rome_PrompterA3. Rome_Core4. Default5. Rome_VoiceB6. Rome_VoiceA

Default Core servers 1. Default2. Rome_Core

Rome_Core Core servers 1. Rome_Core2. Default

Rome_Web(+see Rome_ADU_Web)

Web Management 1. Rome_Web2. Rome_WebEDU3. Rome_Email4. Default5. Rome_Core

Rome_WebEDU EDU events for Web Management

1. Rome_WebEDU2. Rome_Web3. Default4. Rome_Core

Rome_Att Attribute server on Website machine

1. Rome_Att2. Default3. Rome_Core

Rome_Email Email Management 1. Rome_Email2. Rome_EmailEDU3. Rome_Web4. Default5. Rome_Core

Rome_EmailEDU EDU events for Email Management

1. Rome_EmailEDU2. Rome_Email3. Default4. Rome_Core




On the machine that hosts your Design & Administration Tools, perform the following steps in IC Manager:

*Rome_ADU_VoiceA

ADU server in Rome_VoiceA

Configure the Server groups on the Advanced tab as follows:● Rome_VoiceA � Priority Value = 1● Rome_VoiceB � Priority Value = 2● Rome_Web � Priority Value = 3

**Rome_ADU_VoiceB

ADU server in Rome_VoiceB

Configure the Server groups on the Advanced tab as follows:● Rome_VoiceB � Priority Value = 1● Rome_VoiceA � Priority Value = 2● Rome_Web � Priority Value = 3

+Rome_ADU_Web

ADU server in Rome_Web

Configure the Server groups on the Advanced tab as follows:● Rome_Web � Priority Value = 2● Rome_VoiceB � Priority Value = 2● Rome_VoiceA � Priority Value = 3


Create the domains described in the table above.

Creating Domains on page 83.

Configure the failover order for the domains described above.

Establishing the Failover Order for Domains on page 84.

Create the administrative accounts required for Avaya IC.

Setting Up Administrative Accounts on page 85.


Configuring Servers on the ICVoice1 Machine


Configuring Servers on the ICVoice1 MachineIn this scenario, ICVoice1 hosts the core servers, including the primary servers, Telephony servers, and Outbound Contact servers. You previously installed and started the primary servers on this machine.

To configure ICVoice1, perform the following steps:

1. ICVoice1: Configuring the Primary and Core Servers on page 325.

2. ICVoice1: Configuring Avaya IC Licensing on page 326.

3. ICVoice1: Configuring Telephony on page 327.

4. ICVoice1: Configuring Outbound Contact on page 328.

ICVoice1: Configuring the Primary and Core ServersOn the machine that hosts your Design & Administration Tools, perform the following steps in IC Manager:

Step Section in manual

Confirm that the following servers are in your list of servers and are in the Default domain:● ORB server (primary)● Alarm server● Directory server (parent)● Data Connector server (primary)

Previously performed.

Confirm that the Workflow server (system) is in your list of servers, and move it to the Rome_UsersA domain.

Updating the Workflow Server on page 99.

Confirm that the Blender server is in your list of servers, and move it to the Rome_UsersA domain.

Configure this server to use the Workflow server in the Rome_UsersA domain when you perform the steps in Updating the Blender Server on page 101.

Create an ADU server in each of the following domains:● Rome_UsersA● Rome_VoiceA

Creating an ADU Server on page 93.

Create an EDU server for the Voice channel in the Rome_VoiceA domain.

Select Voice for the media channel when you perform the steps in Creating an EDU Server on page 96.



ICVoice1: Configuring Avaya IC LicensingOn the machine that hosts your Design & Administration Tools, perform the following steps:

Create a Report server in each of the following domains:● Rome_VoiceA● Default

Creating the Report Server on page 98.

Create a Workflow server for agent prompting in the Rome_PrompterA domain.

1. Select Server > New. 2. Select Workflow. Click OK. 3. Perform the steps in Updating the

Workflow Server on page 99.4. Create and load Prompter flows.

Create an HTTP Connector server in the Rome_PrompterA domain.

Creating the HTTP Connector Server on page 102.

Create a Notification server in the Default domain.

Creating the Notification Server on page 223.

Delete the ADU server in the Default domain.

Deleting the ADU Server in the Default Domain on page 95.

Start the core servers. Starting and Stopping Servers on page 105.

Step Section in manual


Configure your Avaya IC license components with the License Server in the Default domain.

Configuring Avaya IC Licensing on page 113.



ICVoice1: Configuring TelephonyOn ICVoice1, perform the following steps:



In the Configuration Tool, specify your Telephony switch

Specifying the Switch for the Telephony Server on page 127.


In IC Manager, configure the ACD name. Configuring the ACD Name Parameter on page 125.

In IC Manager, create a voice queue. Creating a Voice Queue on page 125.

In IC Manager, create a Telephony server in the Rome_VoiceA domain.

Creating the Telephony Server on page 128.

In IC Manager, create a Telephony Queue Statistics server (TSQS) in the Rome_VoiceA domain.

Creating the Telephony Queue Statistics Server on page 135.

In IC Manager, create and configure a Workflow server for Telephony routing in the Rome_VoiceA domain.

Configuring the Workflow Server for Telephony on page 137.

In IC Manager, create a Workflow server for the IVR in the Rome_VoiceA domain.

Creating a Workflow Server for an IVR on page 160.

In IC Manager, create a VOX server in the Rome_VoiceA domain.

Creating the VOX Server on page 161.

In Workflow Designer, configure, build, and load your Telephony workflows.

Building and Loading Workflows for Telephony on page 138.

In IC Manager, configure routing hints for routing incoming calls.

Configuring Routing Hints for the Incoming Call Workflow on page 141.

Start all servers on ICVoice1 if you have not already done so.

Starting and Stopping Servers on page 105.



ICVoice1: Configuring Outbound ContactOn ICVoice1, perform the following steps:

On the machine that hosts your Design & Administration Tools, perform the following steps. This configuration does not include Web Scheduled Calls.


Modify the server configuration file Modifying the Server Configuration File on page 147.

Create the server directories. Creating Outbound Contact Server Directories on page 148.

Configure Outbound Contact to handle disconnects.

Configuring Disconnects for Answering Machine and Nuisance Calls on page 155.


In Database Designer, create your Dialer database and data source.

Configuring the Dialer Database on page 143.

In IC Manager, create an administrative user.

Creating an Administrative User for Outbound Contact on page 148.

Configure Outbound Contact to handle disconnects.

Configuring Disconnects for Answering Machine and Nuisance Calls on page 155.

In IC Manager, create the Softdialer server in the Rome_VoiceA domain.

Creating the SoftDialer Server on page 150.

In IC Manager, create a Predictive DialingKernel server in the Rome_VoiceA domain.

Creating the Predictive Dialing Kernel Server on page 151.

Update the runtime settings for Outbound Contact.

Updating the Runtime Settings for Outbound Contact on page 153.

In IC Manager, start your Outbound Contact servers.


In the Configuration Tool, configure Outbound Contact Reports.

Configuring Outbound Contact Reports on page 156.



Configuring Servers on the ICVoice2 MachineIn this scenario, ICVoice2 hosts a second set of core servers and Telephony servers. This machine provides physical redundancy and server failover.

Before you configure ICVoice2, you must install and configure prerequisite software, as described in IC Installation Prerequisites Guide, including:

● Operating system● Time synchronization utility● Acrobat Reader● Database client● JRun● Web browser● Telephony software required by your switchTo configure ICVoice2, perform the following steps:

1. ICVoice2: Creating the Secondary Server Environment on page 329.

2. ICVoice2: Configuring the Servers on page 330.

3. ICVoice2: Configuring Avaya IC Licensing on page 331.

4. ICVoice2: Configuring Telephony on page 331.

ICVoice2: Creating the Secondary Server EnvironmentOn ICVoice2, perform the following steps:



In the Configuration Tool, create a secondary server environment and start the ORB server.

Creating a Secondary Server Environment on page 49



ICVoice2: Configuring the ServersOn the machine that hosts your Design & Administration Tools, perform the following steps in IC Manager:


In IC Manager, move the secondary ORB server to the Rome_Core domain.

Changing the Domain of the Secondary ORB Server on page 52.


Creating a Secondary Server Environment on page 49.

In IC Manager, create an Alarm server in the Rome_Core domain.

1. Select Server > New. 2. Select Alarm. Click OK.3. Complete the fields on the General

tab.4. Accept the default settings on other

tabs. For more information, see IC Administration Volume 1: Servers & Domains.

5. Click OK.

In IC Manager, create a Directory server (child) in the Rome_Core domain.

Creating a Secondary Directory Server on page 52.

In IC Manager, create a Data Connector server in the Rome_Core domain.

Creating a Secondary Data Connector Server on page 54.

In IC Manager, create ADU servers in the following domains:● Rome_UsersB● Rome_VoiceB

1. Select Server > New. 2. Select ADU. Click OK. 3. Perform steps in Updating the ADU

Server on page 92.

In IC Manager, create and configure a Workflow server in the Rome_UsersB domain.


Workflow Server on page 99.

In IC Manager, create and configure a Blender server in the Rome_UsersB domain.

Configure this server to use the Workflow server in the Rome_UsersB domain when you perform the steps in Updating the Blender Server on page 101.

In IC Manager, create an configure an EDU server for the voice channel in the Rome_VoiceB domain.

Select Voice for the media channel when you perform the steps in Creating an EDU Server on page 96.



ICVoice2: Configuring Avaya IC LicensingOn the machine that hosts your Design & Administration Tools, perform the following steps in IC Manager:

ICVoice2: Configuring TelephonyOn ICVoice2, perform the following steps:

In IC Manager, create and configure a Report server in the Rome_VoiceB domain.


Create and configure a Workflow server for agent prompting in the Rome_PrompterB domain.


Workflow Server on page 99.4. Create and load Prompter flows.

In IC Manager, create and configure a Notification server in the Rome_Core domain.

Creating the Notification Server on page 223.

In IC Manager, create and configure an HTTP Connector server in the Rome_PrompterB domain.

Creating the HTTP Connector Server on page 102.

In IC Manager, start the core servers. Starting and Stopping Servers on page 105.



Create a License server in the Rome_Core domain.

Creating the License Server on page 120.


In the Configuration Tool, specify your Telephony switch

Specifying the Switch for the Telephony Server on page 127.




Configuring Servers on the ICWeb MachineIn this scenario, ICWeb hosts the Web Management servers.

Before you configure ICWeb, you must install and configure prerequisite software, as described in Prerequisites for Configuring the Web Channel on page 166 and IC Installation Prerequisites Guide, including:

● Operating system● Time synchronization utility● Acrobat Reader● Web browser● Database clientTo configure ICWeb, perform the following steps:

1. ICWeb: Creating the Secondary Server Environment on page 333.

2. ICWeb: Configuring Web Management on page 333.


In IC Manager, configure the ACD name. Configuring the ACD Name Parameter on page 125.

In IC Manager, create a voice queue. Creating a Voice Queue on page 125.

In IC Manager, create a Telephony server in the Rome_VoiceB domain.

Creating the Telephony Server on page 128.

In IC Manager, create a Telephony Queue Statistics server (TSQS) in the Rome_VoiceB domain.

Creating the Telephony Queue Statistics Server on page 135.

In IC Manager, create and configure a Workflow server for Telephony routing in the Rome_VoiceB domain.

Configuring the Workflow Server for Telephony on page 137.

In Workflow Designer, configure, build, and load your Telephony workflows.

Building and Loading Workflows for Telephony on page 138.

Start all servers on ICVoice2 if you have not already done so.


Configuring Servers on the ICWeb Machine


ICWeb: Creating the Secondary Server EnvironmentOn ICWeb, perform the following steps:

ICWeb: Configuring Web ManagementOn the machine that hosts your Design & Administration Tools, perform the following steps in IC Manager:





Move the secondary ORB server to the Rome_Web domain.


In the Configuration Tool, configure the Web Management services. Do not check the boxes to configure the JRun applications for the Website and the Email Template Administration.

Configuring Web Management Services on page 179.


Create and configure a secondary Data Connector server in the Rome_Web domain.


Create and configure a Report server in the Rome_WebEDU domain.


Create and configure an ADU server in the Rome_Web domain.

1. Select Server > New. 2. Select ADU. Click OK. 3. Perform steps in Updating the ADU

Server on page 92.

Create and configure an EDU server for the web channel in the Rome_WebEDU domain.

Select Chat for the media channel when you perform the steps in Creating an EDU Server on page 96.



Configuring the Website on the ICWebsite MachineIn this scenario, ICWebsite is located in your network DMZ. ICWebsite hosts your Website and other Web-related servers. This scenario does not include SSL protocol or separate Administration and Customer Websites.

Before you configure ICWebsite, you must install and configure prerequisite software, as described in Prerequisites for Configuring the Web Channel on page 166 and IC Installation Prerequisites Guide, including:

● Operating system● Time synchronization utility● Acrobat Reader● Web browser● Web server (or access to the machine that hosts your Web server)● JRun, including a separate JRun server to host your Website application

Create and configure a Workflow server for web routing in the Rome_Web domain.




Create and configure a WebACD server in the Rome_Web domain.

Creating the WebACD Server on page 168.

Create and configure an Attribute server in the Rome_Web domain.

Creating the Attribute Server on page 170.

Create and configure a ComHub server in the Rome_Web domain.

Creating the ComHub Server on page 172.

Create and configure a Paging server in the Rome_Web domain.

Creating the Paging Server on page 173.

Start the Interaction Engine servers. Starting the Interaction Engine Servers on page 174.

Set the Startup options for the Interaction Engine servers.

Setting Startup Options for the Interaction Engine Servers on page 175.


Configuring the Website on the ICWebsite Machine


To configure ICWebsite, perform the following steps:

1. ICWebsite: Creating the Secondary Server Environment on page 335.

2. ICWebsite: Configuring the Website on page 335.

3. ICWebsite: Configuring the Attribute Server on page 336.

ICWebsite: Creating the Secondary Server EnvironmentOn ICWebsite, perform the following steps:

ICWebsite: Configuring the WebsiteOn ICWebsite, perform the following steps in the Configuration Tool:



In the Configuration Tool, create a secondary server environment. Do not start the ORB server.


Move the secondary ORB server to the Rome_Att domain.



Create the JRun Website application and configure the Web-related servers.

Configuring Web Management Services on page 179.



ICWebsite: Configuring the Attribute ServerOn the machine that hosts your Design & Administration Tools, perform the following steps in IC Manager:

Completing the Web Management ConfigurationOn the machine that hosts your Design & Administration Tools, perform the following steps in IC Manager:


Create and configure an Attribute server in the Rome_Att domain.

Creating the Attribute Server on page 170.


Configure the Workflow server (web) in the Rome_Web Domain.

Configuring the Workflow Server for Web Management on page 185.

Configure routing hints for the Qualify Chat workflow.Unless you want to test with the out-of-the-box functionality, this step typically requires you to customize and re-load the Qualify Chat workflow in Workflow Designer.

Configuring Routing Hints for the Qualify Chat Workflow on page 188.

Integrate Web Management Administration with IC Manager, so you can access the administration pages.

Integrating Web Management Administration on page 191.

Configure the ICM Bridge in the Attribute server.

Configuring the ICM Bridge on page 192.

Configure and start the ICM server. Configuring the ICM Server on page 192.

Configure and start the CIRS server. Configuring the Central Internet Routing Service on page 196.

Configure the Website. Configuring the Website on page 198.

Refresh the Directory server. Refreshing the Directory Server on page 201.

Configuring Servers on the ICEmail Machine


On ICWeb and ICWebsite, perform the following step:

Configuring Servers on the ICEmail MachineIn this scenario, ICEmail hosts the Email Management servers.

Before you configure ICEmail, you must install and configure prerequisite software, as described in Prerequisites for Configuring the Email Channel on page 218 and IC Installation Prerequisites Guide, including:

● Operating system● Time synchronization utility● Acrobat Reader● POP3 and SMTP email server● Web server (or access to the machine that hosts your Web server)● JRun, including a separate JRun server to host your Email Template Administration

application● Web browser● Database clientTo configure ICEmail, perform the following steps:

1. ICEmail: Creating the Secondary Server Environment on page 338.

2. ICEmail: Configuring Email Management on page 338.

3. ICEmail: Configuring Content Analyzer on page 340.


Configure SearchServer full text searches and update the index.

Configuring SearchServer Full Text Searches on page 201.



ICEmail: Creating the Secondary Server EnvironmentOn ICEmail, perform the following steps:

ICEmail: Configuring Email ManagementOn the machine that hosts your Design & Administration Tools, perform the following steps in IC Manager:




Creating a Secondary Server Environment on page 49.

Move the secondary ORB server to the Rome_Email domain.


In the Configuration Tool, create the JRun application for Email Template Administration

Configuring Email Template Administration on page 226.


Create and configure a secondary Data Connector server in the Rome_Email domain.


Create and configure a Report server in the Rome_EmailEDU domain.


Configure a DUStore server in the Rome_EmailEDU domain.

Updating the DUStore Server on page 96.

Create and configure an EDU server for the email channel in the Rome_EmailEDU domain.

Select Email for the media channel when you perform the steps in Creating an EDU Server on page 96.

Create and configure a Workflow server for routing email in the Rome_Email domain.



Configuring Servers on the ICEmail Machine



Create and configure the ICEmail server in the Rome_Email domain.

Creating the ICEmail Server on page 220.

Start the ICEmail server. Starting the Interaction Engine Servers on page 225.

Configure the Workflow server (email) in the Rome_Email domain.

Configuring the Workflow Server for Email Management on page 227.

Configure routing hints for the Qualify Email workflow.Unless you want to test with the out-of-the-box functionality, this step typically requires you to customize and re-load the Qualify Email workflow in Workflow Designer.

Configuring Routing Hints for Email Workflows on page 232.

Integrate Email Template Administration with IC Manager, so you can access the administration pages.

Integrating Email Template Administration on page 234.

Configure email accounts for all Avaya IC users.

Configuring Email Accounts on page 235.

Create email statuses for Web Agent. Creating an Email Status on page 237.




ICEmail: Configuring Content AnalyzerOn the machine that hosts your Design & Administration Tools, perform the following steps in IC Manager:

Installing Agent Desktop ApplicationsYou can perform these steps on the machine that hosts your Design & Administration Tools, or on another machine. Make sure that the person who performs these steps has the administrative privileges described in Required Administrator Privileges on page 255.


Create and configure an Administrative CA server in the Rome_Email domain.

Creating the Administrative Content Analyzer Server on page 292.

Create and configure an Operations CA server in the Rome_Email domain.

Creating the Operations Content Analyzer Server on page 293.

Configure your Knowledge Base: 1. Create the Knowledge Base.2. Train the Knowledge Base.3. Validate the Knowledge Base.4. Save the trained and validated

Knowledge Base.5. Add the Knowledge Base to your

Operations CA server.

For information on how to perform these steps, see IC Administration Volume 1: Servers & Domains and Adding a Knowledge Base on page 294.


Create the Agent Installer. Creating Installation Files for Agent Applications on page 256.

Test your Agent Installer and prepare installation instructions.

Preparing for Installation by Agents on page 267.

Configure automatic updates for agent applications (optional).

Setting Up Automatic Updates for Agent Applications on page 272.

Creating and Configuring Agents


Creating and Configuring AgentsIn this scenario, you need to create 50% of your agent accounts in the Rome_UsersA domain and 50% of your agent accounts in the Rome_UsersB domain.

On the machine that hosts your Design & Administration Tools, perform the following steps in IC Manager:

Installing and Configuring Operational AnalystAfter you complete your Avaya IC configuration, you must install and configure Operational Analyst. In this scenario, the following Operational Analyst components are on a separate OA Event machine:

● Event Collector server in the Default domain

● Operational Analyst Real Time Subsystem

For more information about how to install and configure Operational Analyst, see Operational Analyst Installation and Maintenance.


Create agent accounts for all Avaya IC users.

Creating Agents on page 275.For examples of the properties you can set for agent accounts, see Creating Test Agents on page 276. For more information about properties for agent accounts, see IC Administration Volume 2: Agents, Customers, & Queues.

Configure all agents who will handle outbound jobs for Outbound Contact.

Configuring Agents for Outbound Contact on page 283.

Configure the Unified Agent Directory. Configuring the Unified Agent Directory on page 286.


Appendix B: Troubleshooting

The following troubleshooting is available for Avaya� Interaction Center (Avaya IC). Additional troubleshooting information is available in the documentation for each Avaya IC component. If you encounter an issue not in the documentation, contact Avaya CRM Technical Support.

● General Troubleshooting Problems and Solutions on page 344

● Troubleshooting the Configuration Tool on page 346

● Troubleshooting the Data Connector Server on page 347

● Troubleshooting the ICM Server on page 348

● Troubleshooting Web Management on page 353

● Troubleshooting Datawake on page 362

● Troubleshooting Outbound Contact Management on page 363

● Troubleshooting Agent Configuration on page 365

● Troubleshooting the Secondary ORB Configuration on page 366

● Troubleshooting Windows Configuration on page 366

● Uninstalling Avaya IC on page 367

Note:Note: Always consult the log files for information about the problem before

troubleshooting.

Troubleshooting


General Troubleshooting Problems and SolutionsThe following table contains a series of common problems that can occur during Avaya IC installation and configuration. This information is in addition to the more specific information in the other sections of this appendix.

Problem Solution

The Avaya IC installation on Solaris does not display anything on the monitor or stops abruptly.

● Is DISPLAY variable set? ● Does /var/tmp have sufficient space

Avaya IC requests fail with Timeout errors. If you change the system clock in large increments (over 2-3 seconds per minute) when IC is running, IC requests may fail with "Timeout" errors.Do not change the system in large increments when IC is running. Some commercial time synchronization products may provide gradual clock corrections over time. We recommend that you take advantage of such features if possible. For more information, see IC Installation Prerequisites Guide.

Avaya Agent shows an error when an agent logs in.

Did you use interaction_center as the IC data source for the Blender server.

Avaya Agent menu leaves blank space on Avaya Agent when user clicks off menu.

Windows XP Professional does not repaint display correctly. To repaint and display the missing area:

1. Minimize Avaya Agent.2. Restore Avaya Agent to full size.

The Start menu for Windows XP Professional displays behind Avaya Agent if Avaya Agent is set to Always On Top.

Windows XP Professional does not handle Always on Top setting correctly.To view and access the Start menu for Windows XP Professional, perform one of the following:● Minimize Avaya Agent.● Click the Avaya Agent Start menu and disable Always

On Top. If you choose this option, you need to enable Always on Top again, if you do not want other applications to open on top of Avaya Agent.

ICM Server does not start. Make sure you do not have any port conflicts.

General Troubleshooting Problems and Solutions


The ICM server is running, but my customer chat cancels out saying that the lines are busy.

● The Attribute Server may not have established communication properly. Remove the server with the Windows Task Manager and restart the server.

● Make sure that you are pointing to the correct ICM. If you are pointing to an ICM that was installed for a different server environment, then you will get the Agent Router is Not Ready message.

The Web Agent does not appear on the agent desktop, even though Avaya Agent is running.

● Make sure that the agent desktop knows the location of the Paging server. In IC Manager, set the Agent/Desktop/WAC/Server property to the fully-qualified domain name of the machine that hosts the Paging server.

● Did you stop and restart the Data Connector server. If so, the Comhub server cannot communicate with the database. Stop and restart the Comhub server.

The Web Agent appears, but the WACD light is green and the ICEmail server light is Red.

Did you start the WebACD server before the License server? If so, the WebACD server cannot access your Avaya IC license. Stop and restart the WebACD server.

Shared Browsing with customer does not work. Chat applet on Website displays error message advising that Java Plugin is enabled and requesting that the user to disable it for Shared browsing to work correctly.

Customer has Sun Java Plug-in enabled. To use Shared Browsing with the chat applet, the customer must disable the Sun Java Plug-in and enable the Microsoft Java Virtual Machine.

The Alarm Monitor in IC Manager displays the following alarm: �Could not resolve queue pkey or agent for queuing the contact.�

One or both of the following workflows did not run: update_qw_cache and update_agent_primaryworkgroup" flows. ● In Workflow Designer, build and reload these

workflows.● Confirm that you configured the synchronous startup

flows for the Workflow servers that process web and email contacts. For more information, see Configuring the Synchronous Startup Flows on page 185.

The Alarm Monitor in IC Manager displays the following alarm: "approverqueue@DefaultTenant" may not have been created or update_qw_cache flow may not have run.

Either the queue does not exist or you need to modify the flow with the correct queue where the email contacts for approval have to be routed.● In IC Manager, confirm that you have created a queue

where email contacts for approval can be routed. If not, create the queue.

● In Workflow Designer, open the Qualify Email flow, confirm that the ApprovalQueueID property in the Approval Queue/Agent block includes the ID of the email approval queue. Build and reload the workflow.

● Confirm that you configured the synchronous startup flows for the Workflow servers that process web and email contacts. For more information, see Configuring the Synchronous Startup Flows on page 185.

Problem Solution

Troubleshooting


Troubleshooting the Configuration ToolThe following table contains problems you may encounter with the Avaya IC Configuration Tool:

Problem Recommended Solution

Apply Settings is not enabled in the Configuration Tool.

Make a change to a field in the Configuration Tool. Apply Settings should be enabled.If Apply Settings is still not enabled, close and re-open the Configuration Tool.

Configuration Tool deploys JRun Web application, but the application does not open.

This problem typically indicates a problem with the JRun connector filter.

1. Stop the service for your Web server (IIS or iPlanet).

2. Reconfigure the JRun connector filter for the server where you deployed the Web application.

3. Re-start the service for your Web server.

Some service requests timeout without completing. For example, the ORB server or ORB NT server do not start automatically on a Windows machine.

If your Avaya IC system uses Tardis as a time synchronization utility, Tardis may make large time changes at unpredictable times, instead of gradual adjustments. The large changes can cause some service requests to time out. For example, the ORB server and ORB NT service may not start automatically when you restart the machine.To avoid this timeout problem with Tardis, set the time adjustment increments in milliseconds, as follows:

1. From the Windows Control Panel, open Tardis.

2. Adjust the following settings:� Maximum correction allowed � Set in a

range from the minimum of 50 milliseconds to a maximum of 500 milliseconds

� How often the time is set � Set to Every Minute

For more information, see the Online Help provided with Tardis.

Troubleshooting the Data Connector Server


Troubleshooting the Data Connector ServerThe following table contains a problem you may encounter when you configure the Data Connector server:

Problem Description Recommended Solution

IC Manager displays the following error message: �Cannot find implementation�.

IC Manager has not updated one of the following servers with the Data Connector server configuration:● ORB Server● Directory Server

1. Right-click on the ORB Server.2. Select Update.3. Start the Data Connector server.

If you get the same message:1. Stop and start the Directory Server.2. Start the Data Connector server.

Note: Never stop and start the ORB server in IC Manager.

The Alarm Manager displays the following error message: "ld.so.1: /dbspaces2/subhag/build07/Avaya/IC60/bin/qorasrv: fatal: libclntsh.so.8.0: open failed: No such file or directory".

ORACLE_HOME is set to the wrong value.

Use the Configuration Tool to set ORACLE_HOME to the correct value.

Troubleshooting


Troubleshooting the ICM ServerThe following table contains some problems you may encounter with the ICM server:


Chat failure � Applet Download

This problem can display several symptoms, including:● When you initiate a chat session

from the Website, the Chat applet does not download.

● Chat applet window shows HTTP 404 error.

● In Web browser, the following URL gives a 404 error http://<server_name>/icm/blank.html.

You need to configure the Chat applet download virtual directory on the Website:

1. Re-run the Configuration Tool on the machine that hosts the ICM server.

2. In the Web tab:� From the Configuration Type

drop-down list, select Everything or External Web Server.

� Check the ICM Service box.� In the Web Server Name field,

enter the name of the IIS Web Site or iPlanet web server where you want to configure the chat download directory.

� For iPlanet, make sure the Web Server Home field includes the root installation directory of the iPlanet server.

� Click Apply Settings.

Chat failure �Connections

This problem can display several symptoms, including:● When you initiate a Chat contact

from the Website, Chat applet displays connection failure message such as �Error in connecting to server�.

● icmlog.txt file includes a Java Bind Exception for the Caller Port (9502), Agent Port (9501), or ICM Bridge Port (9503).

● Avaya Agent displays error message when trying to connect to ICM server.

The ICM server is not running.Start the ICM server:● Windows � From the Services

Control Panel, start Avaya IC ICM Service 6.0

● Solaris � Run the following shell script: ../bin/icm.sh

Troubleshooting the ICM Server


Chat failure � Login Connections

This problem can display several symptoms, including:● ICM server is running but cannot log

into Avaya IC core servers.● icmlog.txt file may include the

following repeated message: initToolkit@IcmParmMgr -Error: Toolkit Login Failed

ICM server may have an invalid login in the systemParms.txt file or the Toolkit environment may not be properly configured.

1. Verify that AVAYA_IC_HOME system variable is set to <install_dir>\IC60.

2. Verify that the Avaya IC core servers are up and running.

3. Verify that the vesp.imp server configuration file is up-to-date in the <install_dir>\IC60\etcdirectory.

4. If necessary, re-run the Configuration Tool on the machine that hosts the ICM server, making sure that the IC Login and IC Password fields contain valid information.

5. Restart the ICM server:� Windows � From the Services


� Solaris � Run the following shell script: ../bin/icm.sh

Chat failure �Connections

This problem can display several symptoms, including:● ICM server is running but is unable

to bind to its service ports (9501-9520). Another server is using these ports.

● ICM server or another java process may have been started while another ICM server was running (either as a Windows service or Java application).

To resolve this problem:1. Stop all instances of the ICM

service or icm java application (javaw.exe). Note: Be careful terminating the ICM java applications. You need to determine which javaw.exe process represents the ICM.

2. Restart the ICM server:� Windows � From the Services



3. Reconfigure the ICM ports as described in Changing the Default ICM Service Ports on page 30. Then restart the ICM server.


Troubleshooting


Chat failure � No Resources

This problem can display several symptoms, including:● When you initiate a chat session

from the Website, the Chat applet displays an establishing connection message then hangs.

● Chat applet displays an establishing connection message, then displays "Missing Phrase" repeatedly.

● The <icm_name>_website.log file contains error messages indicating a problem with the PDM.

The ICM server is running but cannot read the configuration data from database due to PDM initialization failure or PDM query error. The PDM file may not be properly configured, the database login credentials may be incorrect, database client software may be improperly configured, or the Data Connector server or Database server may be down.

To resolve this problem:● Verify that the Data Connector

server is running.● Verify that the Database server is

running:� SQL Server � Verify that the

SQL Server DSNs are configured correctly and that the Database application is running.

� For Oracle � Verify that the Oracle client software is installed and that the Oracle Service Name is correctly configured on the client.

● Restart the JRun server that hosts your Website application:

� Windows � From the Services Control Panel, restart the JRun web server

� Solaris � Run the following shell script: ../bin/JRunServer<server_name> start

If these do not resolve the problem:● Re-run the Configuration Tool on

the machine that hosts the ICM server with the following information In the Web tab:

� Make sure the IC Login and IC Password fields contain a valid Avaya IC login and password.

� Make sure the Database Login and Database Password fields contain a valid database login and password.

� Check Configure Website.� Click Apply Settings.


Troubleshooting the ICM Server


Chat failure � System Out of Service

● When you initiate a chat session from the Website, the Chat applet displays a message stating that the server connection is established, then displays a "System is Out of Service" message.

● icmlog.txt file contains an "Agent Router Not Ready" error.

● The Alarm Monitor in IC Manager displays an �Error calling WACD Assign� alarm.

The ICM server is running, but the ICM Bridge in the Attribute server, or the WebACD server is not available.● In IC Manager, start the Attribute

server. The Attribute Server will attempt to start the WebACD server.

ICM server is running but the ICM Bridge has not been configured to connect to the ICM.● See Configuring the ICM Bridge on

page 192.ICM, Attribute, and WebACD servers are running and the ICM Bridge has been configured, but the ICM Bridge cannot login, or can log-in but cannot connect to the WebACD. ● See Configuring the ICM Bridge on

page 192.● Verify that the IC Login name and

password in the ICM Bridge are valid. Re-enter password if necessary.

● Verify that the IC Login is in the same Avaya IC domain as the WebACD server. If the IC Domain is different and cannot be changed, make sure the domain of the WebACD server is in the failover path domain of the IC Login.

Transcript failure � Transcript not sent

Transcripts from completed chats are not sent to callers.

The default SMTP server for the transcripts has not been set.● Set the SMTP Host parameter of

the ICM server. See Configuring the ICM Server on page 192.

● Restart the ICM server:� Windows � From the Services




Troubleshooting


ICM Server Configuration FilesThe ICM server uses the configuration files in the following table:

ICM Server Log FilesThe ICM server uses the log files in the following table:

File Name File Location Description

systemParms.txt <install_dir>\IC60\etc\systemParms.txt

The ICM server uses this bootstrap file to log into Avaya IC Core servers. Use the Configuration Tool to update this file.

pdm.xml <install_dir>\IC60\etc\pdm.xml

This property configuration database access file contains database and Data Connector server configuration information. Use the Configuration Tool to update this file.

cirssystemParms.txt <install_dir>\IC60\etc\cirssystemParms.txt

The CIRS server uses this bootstrap file to log into Avaya IC Core servers. Use the Configuration Tool to update this file.

vesp.impvespidl.pk

<install_dir>\IC60\etc\vesp.imp<install_dir>\IC60\etc\vespidl.pk

Avaya IC server configuration files. The machine that hosts the ICM server must have copies of these files.


icmlog.txt <install_dir>\IC60\logs\icmlog.txt

This file is the main log file for the ICM server. This file contains server and connectivity status and call events.

icmlog.txt � icmlocalparms.txt

<install_dir>\IC60\logs\icmlog.txt -icmlocalparms.txt

This file is a temporary log file used by the ICM server. Do not edit this file.

<icm>_website.log <install_dir>\IC60\logs\icm_website.log

This file is the main property configuration log file for the ICM server. This file contains metadata read from the Website database store and property configuration events.<icm> is the value of the dsObjectName property in the systemParms.txt file.

Troubleshooting Web Management


Troubleshooting Web ManagementThe following table contains some problems you may encounter with Web Management. For more information about issues with JRun, see the JRun documentation.

<icm>_*.log <install_dir>\IC60\logs\icm_*.log

All other log files generated by the integration of the ICM server and the Avaya IC servers.



Cannot Access Pages

When you try to access Web Management public or administration pages, your Web browser displays a "Cannot Connect to JRun" error.

The JRun server that hosts Web Management is not running or is initializing.● Confirm that the JRun server is

running.● Test the JRun server with the JRun

"demo" application at the following URL:

http://<server>.<domain>.com/demo● If the JRun server is running, wait

for initialization to complete.

Cannot Access Pages

The JRun Connector Filter is not properly configured

To resolve this problem:● Re-run the JRun Connector Filter

wizard ● Confirm that you can reach the

JRun application without the connector by trying to access Web Management through the following URL:

http://<server>.<domain>.com:8100/website/publicThis example uses the default HTTP port 8100 of the JRun server.

Troubleshooting


Cannot Access Pages

Chat customers sometimes cannot access the contact center�s website even after restarting the browser.JRun 3.1 requires patch #39664 or higher.

Avaya IC requires JRun server patch #39664 or the latest from Macromedia to rectify this problem. For instructions on how to download and install patch #39664 or higher, perform one of the following tasks:● Search for patch #39664 on

Macromedia's support page● Navigate to the following URL on

the Macromedia Website:http://www.macromedia.com/v1/Handlers/index.cfm?ID=22947&Method=Full

Cannot Access Pages

See HTTP 404 Error in browser Web server is not running.Start your IIS or iPlanet Web server.

Cannot Access Pages

Browser is having DNS problems resolving location of web server.

To resolve this problem:1. Test for DNS issues by trying to

access the home page of the IIS or iPlanet Web server at the following URL:http://<server>.<domain>.com

2. Test for DNS issues by trying to access home page of Web server with its IP address:http://123.123.123.123

● If test (1) gives a 404 error, but test (2) does not, consult your Network Administrator about the DNS resolution of the Web server.

● Check to see if your Web browser proxy settings are interfering with host name resolution.

Cannot Access Pages

● Website did not initialize properly and has redirected browser to invalid URL.

● URL in Web browser contains the word "null"

● website.log file contains PDM error messages

The PDM file may not be properly configured, the database login credentials may be incorrect, database client software may be improperly configured, or the Data Connector server or Database server may be down.

See Chat failure � No Resources on page 350 for solutions.


http://www.macromedia.com/v1/Handlers/index.cfm?ID=22947&Method=Full



Cannot Access Pages

● Two JRun connector filters have been installed in the Web server.

● The URL in your Web browser contains the path to the JRun connector filter, for example /scripts/jrun.dll

1. Remove one of the JRun connector filters. (See Web server documentation for removing ISAPI or NSAPI filters).

2. Restart the Web server.

Cannot Access Pages

The Web browser displays a "ClassNotFound" error.The JRun Website application has not been configured correctly. Application is missing or classpath setting is incorrect.

1. Check the JRun Management Console to confirm that the Website application is defined on the targeted JRun server.

2. If the Website application is not defined, or you suspect that the classpath has not been configured correctly, re-run the Configuration Tool:

� Click the Web tab:� From the Configuration Type

drop-down list, select Everything or External Web Server.

� Check Configure Website.� Enter the correct JRun server

name in the Website JRun Server field.

� Click Apply Settings.3. Restart the JRun server that

hosts your Website application:� Windows � From the Services

Control Panel, restart the JRun web server

� Solaris � Run the following shell script: ../bin/JRunServer<server_name> start

Public Website � Blank start page

● Trying to access the public website shows a blank start page containing just the Avaya logo.

● Web browser displays a "website.pages.startpage" metadata error.

● Web browser displays a "website.pages.public" metadata error.

● Web browser displays a null pointer exception error message.

PDM file is not properly configured or database services are unavailable. See Chat failure � No Resources on page 350 for solutions.


Troubleshooting


Public Website ● Website application is running but cannot login to Avaya IC core servers.

● website.log file may contain repeated login failed exception.

● website.log may contain repeated "Retry Toolkit Login after 60 seconds ..." message.

See Chat failure � Login Connections on page 349 for solution.

Web Self-Service Management Failure (FAQ)

● Web Self-Service Management fails when trying to submit, update, or delete documents

● See generic error message when trying to search FAQs

● See PDM errors in website.log when you search, submit, updates or deletes documents

1. You have not configured Search Server integration correctly:

● Repeat steps in Configuring SearchServer Full Text Searches on page 201

● Restart the ICM server:� Windows � From the Services



1. Web Management database access manager (PDM) has lost database connectivity:

● Verify that the Data Connector server is running.

● Verify Database server is running.● Restart the JRun server that hosts

your Website application:� Windows � From the Services


� Solaris � Run the following shell script: ./bin/JRunServer<server_name> start




Customer Management Failure

You get repeated generic error messages when you:● Add a customer from the Web

Management Public Website ● Manage Customer accounts from

the Multi Tenancy Administration Web pages

Workflow server is not running or is not available:● Start the Workflow server in IC

Manager● Verify that the Workflow server is in

the same Avaya IC domain as the IC Login used by the Web Management application.

This Login is the one that was entered in the IC Login field of the Configuration Tool. See the dsLogin parameter of the following file:

<install_dir>\IC60\comp\website\WEB-INF\web.xml● If Workflow server is in a different

domain from the IC Login, make sure the Workflow server domain is in the failover path of the IC Login domain.

Web Management Customer Management Workflows have not been loaded● Build and load the Customer

Management Workflows in the webcenter project. For more information, see Using Workflows for Web Management on page 187.

● Restart the Workflow server in IC Manager.


Troubleshooting


IC Manager and Web Management Integration

You see an error message indicating that an authentication key could not be retrieved when you select one of the following options from the Services menu in IC Manager:● WebACD● Web Response Unit (Self-Service)● Multi-tenant Administration

1. You have not configured IC Manager to access Web Management:

● Repeat the steps in Integrating Web Management Administration on page 191.1. Web Management is not

running:● Restart the JRun server that hosts

your Website application:� Windows � From the Services


� Solaris � Run the following shell script: ./bin/JRunServer<server_name> start

1. Your administrative login for IC Manager has just has to reset its password:

● Restart IC Manager.


Your Web browser is not opened when you select one of the following options from the Services menu in IC Manager:● WebACD● Web Response Unit (Self-Service)● Multi-tenant Administration

Configure IC Manager for your Web browser:

1. In IC Manager, select Manager > Options.

2. Click the Environment tab.3. Click the Ellipsis (�) button

next to the Browser field.4. Click Select from List.5. Click Search Filesystem.6. Select the drive where the

browser is installed. Click OK.7. After the search is complete,

select the Web browser from the list. Click OK.

8. Click OK.





Your Web browser displays a message stating that there was an internal error, when you select Services > WebACD in IC Manager.

The domain of the URL used to access the WebACD server is different from the domain expected by the WebAdmin plugin.● In IC Manager, verify that the

following properties are the same:� System/Configuration �

ChatLoginServer� WebACD server � WACD Web

Server� Configuration Tool � Web

Server Host and Web Server Domain

● If ChatLoginServer is different: � Enter the correct value� Select Manager > Refresh

● If WACD Web Server is different:� Enter the correct value� Restart the JRun server that

hosts your Website application (see IC Manager and Web Management Integration on page 358)

� Restart the WebACD server in IC Manager

● If the Configuration Tool values are different:

� Rerun the Configuration Tool with the correct values

� Restart the JRun server that hosts your Website application (see IC Manager and Web Management Integration on page 358)

� Restart your Web server (IIS or iPlanet)


Troubleshooting


Web Management Configuration FilesWeb Management uses the configuration files in the following table:

Web Management Log FilesWeb Management uses the log files in the following table:


web.xml <install_dir>\IC60\comp\website\WEB-INF\web.xml

Web Management uses this Servlet API application startup file as a bootstrap file to log into the Avaya IC core servers. Use the Configuration Tool to update this file.

pdm.xml <install_dir>\IC60\etc\pdm.xml

This property configuration database access file contains database and Data Connector server configuration information. Use the Configuration Tool to update this file.

vesp.impvespidl.pk

<install_dir>\IC60\etc\vesp.imp<install_dir>\IC60\etc\vespidl.pk

Avaya IC server configuration files. The machine that hosts Web Management must have copies of these files.

local.properties <JRun_ install_dir>\servers\<server_name>/local.properties

This JRun server configuration file contains the definition of the JRun Website application, including the Classpath and JNI path settings.


<website>.log <install_dir>\IC60\logs\website.log

This file is the main property configuration log file for Web Management. <website> is the value of the dsObjectName property in the web.xml file.



<website>_*.log <install_dir>\IC60\logs\website_*.log

All other log files generated by the integration of the ICM server and the Avaya IC servers.<website> is the value of the dsObjectName property in the web.xml file.


Troubleshooting


Troubleshooting DatawakeThe following table contains a problem you may encounter with the Datawake feature of Web Self-Service.


Administrator or agent does not see any Datawake records for a customer in Web Self-Service.

The Configuration Tool did not insert the Datawake Sensor filter into IIS when you created the Website.

The connector filter for the Website JRun server is either not present or is a global filter. Datawake requires that the connector filter be a local filter.

To add the local filter to IIS:

1. In Internet Services Manager, right-click on the Web Service where you installed the filter for the Website and select Properties.

2. Click the ISAPI Filters tab.3. If there is no dwsensor filter listed or

the filter has a red arrow to the left:� Click Add.� Enter dwsensor in Filter Name

field.� Enter the following directory and

file name in the Executable field.<install_dir>\IC60\bin\dwsensor.dll

� Click OK.4. Make sure that the dwsensor is

above the JRun Connector filter. Select the filter and use the arrows to move it, if necessary.

5. Click OK in the ISAPI Filters tab.6. In the Windows Services control

panel, stop and restart the World Wide Web Publishing Service.

Troubleshooting Outbound Contact Management


Troubleshooting Outbound Contact ManagementIf you cannot access Outbound Contact administration components in IC Manager, perform the steps in the following sections:

● Adding Outbound Contact Supervisor to IC Manager on page 363

● Adding Outbound Contact Monitor to IC Manager on page 363

Adding Outbound Contact Supervisor to IC ManagerThe Outbound Contact Supervisor (�Supervisor�) should be a button on your IC Manager toolbar. If your IC Manager toolbar does not include Supervisor, perform the following steps to add a button for Supervisor.

To add Outbound Contact Supervisor to IC Manager:

1. In IC Manager, select Tools > Customize.

2. Click New in the Customize dialog box.

3. Select Java Frame from the drop-down list.

4. Do not check Add to tab panel.5. Enter Supervisor in the Name field.

6. Enter the following string in the Class field:com.avaya.superdesktop.UI.TeCISupervisorDeskTop

7. Click OK.

Adding Outbound Contact Monitor to IC ManagerThe Outbound Contact Monitor (�Monitor�) should be a button on your IC Manager toolbar. If your IC Manager toolbar does not include Monitor, perform the following steps to add a button for Monitor.

To add Outbound Contact Monitor to IC Manager:

1. In IC Manager, select Tools > Customize.

2. Click New in the Customize dialog box.

3. Select Java Frame from the drop-down list.

4. Do not check Add to tab panel.

Troubleshooting


5. Enter Monitor in the Name field.

6. Enter the following string in the Class field:com.avaya.MonitorClient.TeCIMonitor

7. Click OK.

Troubleshooting Letter GeneratorThe following table contains problems you may encounter with Letter Generator and Batch Administrator. Further information about Letter Generator is available in Business Application Tools Reference.


Unable to process a frozen batch in the Batch Administrator.

The pdfsvcport setting in the docgen.properties file is incorrect.

Configure the pdfsvcport property in the docgen.properties file to the same as the web server port used by the Letter Generator JRun server. For example, if the Letter Generator JRun server uses 8102 for the web server port, then set the "pdfsvcport" to 8102.For Windows, run the JRun Connection Wizard for the Letter Generator JRun server.For Solaris, set the pdfsvcport in the docgen.properties file to the same port as the Letter Generator JRun server uses for the web server. For more information, see Updating the pdfsvcport Property for Solaris on page 305.

Unable to create a Template Pack.

Internet Explorer settings are incorrect.

1. In Internet Explorer, select Tools > Internet Options.

2. Click the Advanced tab.3. Clear the following box: Display a

notification about every script error

Troubleshooting Agent Configuration


Troubleshooting Agent ConfigurationThe following table contains problems you may encounter when you configure agent desktop applications. Further troubleshooting information for agent configurations is available in Avaya Agent Integrator�s Guide.


Agent desktop applications do not start.

Avaya Agent displays the following message after login attempt: Avaya Agent Agent layout not found.

In IC Manager, check the following configuration property for the individual agent or for the group:Agent/Desktop/LayoutThe value of this property must be set to the name of the Avaya Agent layout file, without the CDL extension. For example, if your Avaya IC system includes the default English Avaya Agent layout, enter avaya_agent_en.

Avaya Agent fails requiring you to use Windows Task Manager to shutdown the application. Subsequent login attempts fail.

Avaya Agent displays a Login Failed message when an agent tries to login.

When Avaya Agent fails, the VTel application for Telephony continues to run in the background. You need to shutdown the VTel application:

1. In Windows Task Manager, click the Processes tab.

2. Find the vtel.exe process. 3. Click Shutdown.

You cannot enable the Email channel in Avaya Agent.

WebACD server is not properly configured for Email Management.

Add the configuration parameter emailservername to the WebACD server. For more information, see Configuring the WebACD Server for Email Management on page 233.

Web Agent does not open with Avaya Agent on the agent desktop.

Agent/Desktop/WAC/Server property is not properly configured.

Confirm that the Agent/Desktop/WAC/Server property is set correctly:


2. Click the Properties tab.3. Click the IC node in the left pane.4. In the Sections list, click

Agent/Desktop/WAC.5. Click the Server property and set it

to the fully-qualified domain name of the machine that hosts the Paging server.


Troubleshooting


Troubleshooting the Secondary ORB ConfigurationThe following table contains a common problem you may see with a secondary ORB server:

Troubleshooting Windows ConfigurationYou can receive an Out of Disk Space error even if the target drive is not full. If you install Avaya IC on a drive other than C:\, Avaya IC uses the C:\Temp directory for staging the installation files.

To resolve this issue:

● Free up space on the C:\ drive

● Changing the machine�s TEMP environment variable to point to a folder on another drive

For more information, see the Windows documentation provided by Microsoft.


Configuration tool displays the following message, "Failed to load vesp.imp"

N/A To resolve this problem, try the following solutions, then re-run the Configuration Tool:● Ensure the IC Login and Password are

correct● Make sure the ORB port matches the

port of the ORB server on the primary machine

● Make sure you can "ping" the primary hostname

● Make sure that you called configure from the Start menu or from within the working directory of <install_dir>\IC60\bin.

● If none of the above solutions work:� From <install_dir>\IC60\bin

run configure -d� Contact Avaya CRM Technical

Support and provide the following logs: General.log, General_Admin.log, and Admin.log

Uninstalling Avaya IC


Uninstalling Avaya ICIf you need to uninstall Avaya IC from a machine, perform the following steps to ensure that all services, files, and related components are removed.

1. Uninstalling Avaya IC Components on Windows on page 367.

2. Uninstalling Avaya IC Servers on Solaris on page 368.

3. Uninstalling Web Server Components on page 369.

4. Uninstalling Related Third-Party Components on page 369.

Uninstalling Avaya IC Components on WindowsPerform these steps to uninstall Design & Administration Tools and any Avaya IC servers that you host on Windows machines.

To uninstall Avaya IC components on Windows:

1. Close all Avaya IC applications on the target machine.

2. In a command window on the target machine, stop the Avaya IC servers:

● Navigate to <install_dir>\IC60\etc

● Run the following command: ..\bin\icadmin tVa <IC_administrative_user> <password>

3. Stop the following services:

● Avaya IC ORB Service 6.0● Avaya Voice Media Manager● Avaya IC ICM Service● Avaya IC CIRS Service● All Hummingbird services● All JRun services● Web server service (for example, World Wide Web Publishing for IIS)

4. In the Windows Control Panel:

a. Open Add/ Remove Programs.

b. Select Avaya Interaction Center 6.0.

c. Click Change/Remove to start the Avaya IC Uninstaller.

Follow the prompts in the Avaya IC Uninstaller to uninstall Avaya IC services, delete registry settings, and remove files that are not in use.

Troubleshooting


5. In the Windows Control Panel, delete the Avaya IC environment variable:

a. Double-click System.

b. On the Advanced tab, click Environment Variables.

c. Select the AVAYA_IC_HOME environment variable in the System Variables box.

d. Click Delete.

e. Click OK.

6. Delete the remaining folders and files in: <install_dir>\Avaya\IC60

7. Delete all shortcuts that you added to the desktop.

8. Continue with Uninstalling Web Server Components without restarting the target machine.

Uninstalling Avaya IC Servers on SolarisYou do not need to perform these steps if you host your servers on Windows machines.

To uninstall Avaya IC servers on Solaris:

1. Close all Avaya IC applications on the target machine.

2. In a command window on the target machine, stop the Avaya IC servers:

● Navigate to <install_dir>\IC60\etc

● Run the following command: ../bin/icadmin tVa <IC_administrative_user> <password>

3. Stop the following services:

● Avaya Voice Media Manager:� Navigate to the following directory: <install_dir>/IC60/bin

� Run ./vmm_setup stop

● Avaya IC ICM Service� To stop this service, use the UNIX kill command to kill the shell script and its

child java process

● Avaya IC CIRS Service� To stop this service, use the UNIX kill command to kill the shell script and its

child java process

4. Remove the following commands from the UNIX startup script:● ../bin/icm.sh

● ../bin/cirs.sh

Uninstalling Avaya IC


5. Delete the Avaya IC root directory.

6. Continue with Uninstalling Web Server Components without restarting the target machine.

Uninstalling Web Server ComponentsPerform these steps if the target machine includes JRun and a Web server. If the target machine does not include Web server components, continue with Uninstalling Related Third-Party Components.

To uninstall Web server components:

1. For JRun, perform the following steps:

a. Delete all JRun servers that you created to host JRun web applications, such as the Website and WebLM.

b. Uninstall JRun, if desired.

2. For the Web server, perform the following steps:

a. Remove the virtual directories from your Web site.

b. If your Web server is IIS:

● Right-click on the Web site and select Properties.

● Click the ISAPI Filters tab and remove the dwsensor and JRun Connector filters.

Uninstalling Related Third-Party ComponentsPerform these steps to complete your uninstallation.

To uninstall related third-party components:

1. Uninstall all related third-party components that you installed on the target machine.

For information on uninstallation procedures, see the manufacturer�s documentation.

2. If the target machine has a Windows operating system, navigate to c:\WINNT\Temp and delete all numbered _istmp directories.

3. Restart the target machine.

Troubleshooting



Appendix C: Configuring a Localized Version

To configure a localized version of Avaya IC, perform the steps in the following sections during the installation:

● Specifying the NLS Lang Property � Oracle Only on page 371

● Enabling Database Designer for Localization on page 372

● Configuring Avaya Agent for a non-English Language on page 374

● Configuring Avaya Agent for Multiple Languages on page 376

● Importing Localized Seed Data on page 376

● Configuring the Website for Supported Languages on page 377

● Setting Language Properties for Agents on page 378

● Customizing a Localized Business Application on page 379 (optional)

Note:Note: Some menu items in Avaya IC 6.0.1 applications are not completely

localized. These items display in English. For example, you may see English in some secondary built in forms and menu items, and on OK and Cancel buttons on some dialog boxes.

Specifying the NLS Lang Property � Oracle OnlyIf your Avaya IC system includes an Oracle database, you must specify the NLS Lang property on the Initial Config tab of the Configuration Tool when you configure a primary or secondary server environment.

The following table includes the NLS Lang settings for the languages supported in Avaya IC 6.0.1:

Language NLS Lang Setting

English AMERICAN_AMERICA.UTF8

Spanish SPANISH_SPAIN.UTF8

Configuring a Localized Version


Enabling Database Designer for LocalizationTo use Database Designer with languages other than English, you must add a Localization section to the Database Designer INI file (qdesigner.ini). This section identifies the character encoding that you are using for translations in your locale.

When you open an ADL file for localization, your Database Designer INI file must contain a Localization section with character encoding that matches the language in the localized design.

The Localization section includes the following:

● ISO-639-1 (alpha 2) two letter language abbreviations

● Character encoding used in the output generated by Database Designer

The two letter language abbreviation also identifies the language in all language-specific files. For more information about the names of language-specific files, see Translating String Table Messages on page 380.

Note:Note: Do not use the Localization node to customize CallCenterQ in English, as

this can cause serious problems with migration in the future.

German GERMAN_GERMANY.UTF8

French FRENCH_FRANCE.UTF8

Italian ITALIAN_ITALY.UTF8

Portuguese BRAZILIAN PORTUGUESE_BRAZIL.UTF8

Simplified Chinese SIMPLIFIED CHINESE_CHINA.UTF8

Korean KOREAN_KOREA.UTF8

Japanese JAPANESE_JAPAN.UTF8

Thai THAI_THAILAND.TH8TISASCII

Language NLS Lang Setting

Enabling Database Designer for Localization


To enable localization in Database Designer:

1. With Database Designer closed, open the Database Designer INI file (qdesigner.ini) in Notepad or another text editor.

The Database Designer INI file is installed in the Windows directory. For example, in machines using Windows, the Windows directory is typically C:\winnt.

2. Add a Localization section at the end of the INI file, including values for TargetLanguage and TargetEncoding fields to match the desired locale using the information in the following table:

Language Language Code Localization Section Update

English en [Localization];EnglishTargetLanguage=enTargetEncoding=windows-1252

Spanish es [Localization];SpanishTargetLanguage=esTargetEncoding=windows-1252

German de [Localization];GermanTargetLanguage=deTargetEncoding=windows-1252

French fr [Localization];FrenchTargetLanguage=frTargetEncoding=windows-1252

Italian it [Localization];ItalianTargetLanguage=itTargetEncoding=windows-1252

Portuguese pt [Localization];PortugueseTargetLanguage=ptTargetEncoding=windows-1252

Simplified Chinese zh [Localization];Simplified ChineseTargetLanguage=zhTargetEncoding=gb2312

Korean ko [Localization];KoreanTargetLanguage=koTargetEncoding=korean



3. Save the INI file.

4. Close the text editor.

Configuring Avaya Agent for a non-English Language

The steps in this section include a summary of the steps in Creating Installation Files for Agent Applications on page 256.

! CAUTION:CAUTION: Before you or an agent runs the Agent Installer on an agent desktop

machine, confirm that there are no Avaya IC agent desktop applications or qui.exe processes running on the agent machine. The Agent Installer may stop responding or pause indefinitely if an agent desktop or qui.exe process is still running.

To configure Avaya Agent for a non-English language:

1. When you generate your agent desktop application (as discussed in Generating the Interaction Center Application on page 80), you must:

a. Check the Help box and select a help file for the appropriate language.

b. Check the Avaya Agent Layout box and select an Avaya Agent Layout for the appropriate language.

Japanese ja [Localization];JapaneseTargetLanguage=jaTargetEncoding=shift_jis

Thai th [Localization];ThaiTargetLanguage=thTargetEncoding=windows-874

Language Language Code Localization Section Update

Configuring Avaya Agent for a non-English Language


c. Check the EDU Layout box and select an EDU Layout for the appropriate language.


Note:Note: The Avaya IC 6.0.1 CD-ROM does not include translated help files for

CallCenterQ or Avaya Agent in the supported non-English languages. The English help files have been placed on the CD as placeholders for the translated help files. When the translated help files are available, you will be able to download them from the CRM Technical Support Web site at http://www.avaya.com/support/qq.

2. To create and run the Agent Installer, follow the instructions in Creating Installation Files for Agent Applications on page 256.

Note:Note: If you plan to replace the English help files with translated help files when

they become available, choose Yes to Automatic Updates when you create the Agent Installer.

3. The Avaya IC 6.0 agent installer includes English resource files. To add the resource files for a supported non-English language, install an Agent Language Pack:

● To install the Agent Language Pack on a single agent machine, run the following command from the Avaya IC 6.0.2 CD 1: <cd-rom_dir>\Agent\LangPack\LangPack.exe

● To deploy the Agent Language Pack on all agent machines, follow the instructions for Language Pack Updates in Setting Up Automatic Updates for Agent Applications on page 272.

When you run the Agent Installer, the installer checks for an existing Avaya IC 6.0 installation. If there is an Avaya IC 6.0 installation, a message box asks you if it is okay to continue.




Configuring Avaya Agent for Multiple LanguagesIf your Avaya IC systems requires that Avaya Agent run in multiple languages, you need to store the messages for each language in the database. Perform these steps after you generate the CallCenterQ application for the first language.

To configure Avaya Agent for multiple languages:

1. Close Database Designer if you have it open.

2. Update the [Localization] section of the Database Designer INI file for the new language.

For more information, see Enabling Database Designer for Localization on page 372.

3. In Database Designer, open the CallCenterQ ADL file.

4. Select File > Generate Windows Application.

5. In the Generate Windows Application dialog box:

a. Check the Messages box only.

b. Check the Avaya Agent Layout box and select an Avaya Agent Layout for the appropriate language.

c. Check the EDU Layout box and select an EDU Layout for the appropriate language.


d. Click OK.

Repeat these steps for each additional language.

Importing Localized Seed DataThe localized seed data allows your Avaya IC system to have localized interfaces for the Website, the ICM caller applet, and the Voice Chat interfaces. You perform these steps on the machine that hosts Database Designer.

To install the localized seed data:

1. In Notepad or another text editor, open the following file: <install_dir>\IC60\design\CallCenterQ\data\wc_seed_L10N.cfg

2. Find the DestinationPasswd field and verify that the value is the correct password for the Admin account.

Configuring the Website for Supported Languages


3. Save the wc_seed_L10N.cfg file.

4. Open a command window.

5. Navigate to <install_dir>\IC60\design\CallCenterQ\data

6. Run the following file to import the localized seed data: wc_seed_import_L10N.bat

7. On the machine that hosts Database Designer:

a. Select Start > Programs > Interaction Center 6.0.2 > Database Designer.b. In Database Designer, select File > Open to open the CallCenterQ ADL file.

You can find this ADL file in <install_dir>\IC60\design\CallCenterQ\ccq.adl

c. Select File > Database Administration.

d. Select DefaultDBConnectionSet from the DB Connection Set list.

e. Set the following options:

● Configure � Select Reconfigure● Import Seed Data � Clear this box

You do not need to re-enter your IC Manager account and password.

f. Click Run to reconfigure the database.


g. Click Close.

8. Select File > Exit to close the ADL file.

Configuring the Website for Supported LanguagesTo configure your Website for supported languages:

1. In IC Manager, select Services > MultiTenancy Administration.

2. Select Define Languages from the Tenants Admin menu.

3. In the Properties box:

a. Select a language code.

b. Leave the country code blank.

c. Enter a default description.

d. Enter a default display name.



e. Click Add Language.

4. In the Enable Languages page, select a tenant.

5. Click Customize Tenant Languages:

a. Check the Enabled box to allow the tenant to use the new language.

By default, all languages are enabled in the default tenant.

b. Select a default language for the tenant.

If Avaya IC cannot find a property for a supported language, Avaya IC will use the default language. English is always the default language for the default tenant.

Setting Language Properties for AgentsWhen you configure the language for an agent, you specify the language that the agent desktop applications use, including Web Agent and Avaya Agent. Web Agent obtains the language setting from Avaya Agent. You do not need to configure the language for Web Agent separately.

To configure the language for an agent:

1. In IC Manager, click the Agent tab and double-click the agent in the list of agents.


3. Click Agent in the Sections list.

4. Click Add Property.

5. From the Property drop-down list, select UILanguage.

6. From the Property Value drop-down list, select one of the following values:

Value Language

de German

en English

es Spanish

fr French

it Italian

ja Japanese

ko Korean

Customizing a Localized Business Application



You can define the language for all agents by modifying the Global Properties for all agents. For more information, see Setting Global Properties for All Agents on page 282.

Customizing a Localized Business ApplicationWith Database Designer�s localization node, you can customize CallCenterQ in all supported languages. In addition to the ADL, ADC, and ADF files, localization uses the following unique application design files to generate a localized application.

With localization enabled, you can use Database Designer to translate the following components from US English:

● String table entries, such as error messages and confirmation messages in IC Scripts

● Form titles

● Group labels

● Object labels

● Search browser column labels

● In-form browser column labels

● Enumeration field labels

pt Portuguese

th Thai

zh Simplified Chinese

Value Language

File Description

ALF (Application Language Forms) Translated form definitions, including forms, groups, and objects.

ALM (Application Language Messages)

Translated string table entries, including error messages and warnings in IC Scripts.



Localizing the Money FieldYou can localize the Currency symbol used in fields with a data type of money. For example, you can change the currency symbol from $. For more information, see Database Designer Application Reference.

To change the value of the currency symbol:

1. Select Edit > Localize Money Fields.

2. Enter the desired values in the following fields:

● Money Symbol

● Scale

3. Click OK.

Translating String Table MessagesDatabase Designer stores the error and confirmation messages that form the string table entries in a message file. The message file name uses the naming convention: <app>_<lang>.alm, where <app> is your Business Application, and <lang> is the ISO-639-1 two letter abbreviation for the language used in your string table entries. The table below includes the names of the ALM and ALF files for each supported language.

Language ALM File Name ALF File Name

English ccq.alm ccq_en.alf

Spanish ccq_es.alm ccq_es.alf

German ccq_de.alm ccq_de.alf

French ccq_fr.alm ccq_fr.alf

Italian ccq_it.alm ccq_it.alf

Portuguese ccq_pt.alm ccq_pt.alf

Simplified Chinese ccq_zh.alm ccq_zh.alf

Korean ccq_ko.alm ccq_ko.alf

Japanese ccq_ja.alm ccq_ja.alf

Thai ccq_th.alm ccq_th.alf



When you configure your database and generate your application, Database Designer uploads the message file to the database.

You can add, delete, and edit messages and their translations in the String Table Properties tab.

To translate string table messages:

1. Under the Localization placeholder, select String Table in the tree view.

The String Table Properties tab opens and displays all available string table messages.

2. In the String Table Properties tab, select the message to be translated.

3. Select the message text in the String Text column.

4. Delete the message text and type in the translation.

5. Select File > Save to save the ADL file with the localized string table entries and generate the ALM file.

Deleting String Table Messages

If you delete a string table message that is connected to a form, the Avaya Business Application will not be able to display the message to the user.

To delete a string table message.

1. In the String Table Properties tab, select the message to be deleted.

2. Click Delete.

Translating FormsForms are organized by type of data (such as calls or customers) and by specific task (such as data entry and data management). A form contains one or more groups. Each group contains one or more objects. The objects appear to an application user as fields, text boxes, combo boxes, and buttons within a group in a form. For more information about how forms work in an application, see the Database Designer Application Reference or the Database Designer online help.

You can translate the following within a form:

● Form Titles. Identify the type of data or activity in the workflow that the user can perform with the form.

● Group Labels. Identify the tasks the user needs to perform to complete the workflow.

● Object Labels. Identify the steps within the tasks, and the type of data that the user can review, edit, or add to the database with the object.



Translated titles and labels can be longer or shorter than the US English versions provided with the out-of-the-box application. After you localize the form, open the Layout Editor from the localized form and make the necessary adjustments to the Form Layout required by the translated object labels.

The language you use to translate titles and labels must be the same language you entered in the INI file when you enabled localization. If the Localization placeholder does not appear in the Database Designer tree view, you need to enable localization as described in Enabling Database Designer for Localization on page 372).

Form Titles

The form title identifies the contents of a form and appears on a button above the browser section. We recommend that the form title reflect the workflow in the form.

To translate a form title:

1. Under the Localization placeholder, double-click Forms in the tree view.

2. Select the form to be translated to open the Form Properties tab.

3. Enter the translation of the title in the Translated text box.

4. Select File > Save.

Group Labels

The group label identifies the contents of a group and is displayed in a form in:

● The heading for the group

● The tab for the associated browser.

The group label usually reflects the name of the group�s anchor table alias. For more information about how groups work in an application, see the Database Designer Application Reference or the Database Designer online help.

To translate a group label:

1. Under the Localization placeholder, double-click the desired form to view a list of the groups.

2. Select the group to open the Group Properties tab.

3. Enter the translation of the title in the Translated text box.

4. Select File > Save.



Object Labels

The object label identifies the contents of the object. For most objects, the label text appears to the left of the object in the application interface. For more information about the types of objects, their data types, and how they work in an application, see the Database Designer Application Reference.

You can translate the labels for all objects in a group, including text boxes, long text fields, date/time widgets, buttons, and right-click menu options.

To translate an object label:

1. Under the Localization placeholder, double-click the desired form to view a list of the groups.

2. Select the group that contains the objects to be translated to open the Group Properties tab.

3. In the Object Properties group, click in the Translated Caption column for the object to be translated, delete the existing text and enter the translation.

4. When you have finished localizing the objects, select File > Save.

Form Layout

Translated titles and labels are frequently longer than the US English versions provided with the out-of-the-box application. Database Designer automatically adjusts:

● Size of the buttons above the search browser to the length of the form title

● Space needed for the group label.

However, Database Designer does not automatically update the layout of objects or the size of button objects to compensate for longer, translated words.

Note:Note: What you see in the Layout Editor is not identical to the layout of the

generated Windows application. The size, spacing, and positions of some groups and controls might change in the generated application. Also, when you double-click a caption, the Layout Editor displays the text in English, not the translated text strings in the Localization node.

To update the form layout for translated labels:

1. Under the Localization placeholder, select the translated form.

2. Select Edit > Form Layout to open the Layout Editor with the translated labels.

You must open the Layout Editor from the translated form under the Localization placeholder to access the translated title and labels.



3. In the Layout Editor, you can change:

● Spacing between objects

● Location of objects on the form

● Size of the control for an object label.

For specific instructions on using the Layout Editor to customize the appearance of your translated form, see Database Designer Application Reference.

Translating Search BrowsersWhen a user performs a search in a Business Application, the search browser returns the results in the columns of the search browser. The browser displays the results in the same language that they were saved in the database.

You can localize the labels that appear at the top of search browser columns by translating them in Database Designer.

To translate a search browser column label:

1. Under the Localization placeholder, select the desired search browser to display the Browser Properties tab.

2. In the Columns list box, click in the Translated Label column for the column to be translated, delete the existing text and enter the translation.

3. When you have finished localizing the column labels, select File > Save.

Translating In-Form BrowsersIn-Form Browsers (IFBs) are displayed within a group as a table with editable columns and summary rows. Depending on the IFB, the columns display either information retrieved from the database table or information entered by the application user.

You can localize column and row labels of IFBs by translating them in Database Designer:

● Column labels

● Summary column labels

● Summary row labels.

You localize the IFB labels in the In-Form Browser Properties tab, accessed by selecting the IFB below the Localization placeholder.



In-Form Browser Column Labels

IFB column labels identify the information displayed in each column. The columns can include search results for a field from the browser�s anchor table alias and one or more foreign fields, or information entered by the user.

To translate IFB column labels:

1. Under the Localization placeholder, select the desired IFB to display the In-Form Browser Properties tab.

2. In the Columns list box, click in the Translated Label column for the column to be translated, delete the existing text and enter the translation.

3. When you have finished localizing the column labels, select File > Save.

In-Form Browser Summary Column Labels

IFB summary columns display the subtotal for a single column of an IFB. The application uses the formula you enter through Database Designer to total up the amounts in the column. The summary column label identifies the contents of the summary field.

To translate IFB summary column labels:


2. In the Summary Columns list box, click in the Translated Label column for the column to be translated, delete the existing text and enter the translation.

3. When you have finished localizing the summary column labels, select File > Save.

In-Form Browser Summary Row Labels

Summary rows are displayed in the browser one above another at the bottom of an IFB. The IFB calculates the values of summary rows from the formula specified in the IFB properties through Database Designer. Summary rows can be:

● Visible � For example, a Tax summary row where the total tax is calculated from the values in the visible Cost column.

● Invisible � For example, a Tax summary row where the total tax is calculated from a sum of individual taxes in an invisible Tax column associated with the IFB.

To translate IFB summary row labels:


2. In the Row Summary list box, click in the Translated Label column for the summary row label to be translated, delete the existing text and enter the translation.

3. When you have finished localizing the summary row labels, select File > Save.



Translating Enumeration Field LabelsEnumeration fields display data in combo boxes with a drop-down list. An agent can select a value for the field from a fixed list of alphanumeric values, such as Red, Yellow, or Blue.

To translate enumeration field labels:

1. Under the Localization placeholder, select the desired table to display the list of tables.

2. Select the field to open the Field Properties tab.

3. In the Enum Values list box, double-click in the Translated Caption column for the enumeration field label that you want to translate.

4. Delete the existing text and enter the translation.

5. When you have finished localizing the enumeration field labels, select File > Save.


Appendix D: Sample Workflows

The out-of-the-box Workflow Designer includes several sets of sample workflows, including contact routing flows, email analysis flows, and blender flows. These sample workflows do not include any site specific information. You must modify them or update the properties to match your contact center before you use them in your Avaya IC system.

Avaya IC installs the project folders for sample workflows as subfolders of the following directory:

<install_dir>\IC60\design\IC\Flows\

Note:Note: You must compile and load the applicable sample workflows (or

replacement custom workflows) in the database in Workflow Designer for your Avaya IC system to function properly. Some sample workflows need to be customized with system-specific property values before being compiled.

Workflow Designer includes the following sample workflows:

● Sample Contact Routing Flows on page 388

● Sample Email Analysis Flows on page 389

● Sample Blender Flows on page 390

● Sample Customer Management Flows for Web on page 390

● Sample Document Generation Flows on page 391

● Sample Siebel Flows on page 394

Sample Workflows


Sample Contact Routing FlowsYou need to customize the sample contact routing flows with site-specific property values before you compile and load them in the database. For more detailed information about some of the sample contact routing flows, see Avaya Workflow Designer Guide.

Avaya IC installs the project folders for contact routing flows as subfolders of the following directory:

<install_dir>\IC60\design\IC\Flows\Avaya

The following table describes the sample contact routing flows.

Workflow Project Name Project Folder Description

Incoming Call flow ts.prj TS Routes voice contacts.File: incomingcall.qfd

Qualify Chat flow wacd.prj wacd Routes chat contacts.File: qualifychat.qfd

Qualify Email flow wacd.prj wacd Routes email contacts.File: qualifyemail.qfd

Update Queue Workgroup Relationship flow

web_routing.prj Web_Routing Collects the relationship between workgroups and their associated chat and email queues in global objects of type SeqString. This flow also collects the primary key (pkey) of all chat and email queues for use in the Qualify Chat flow and Qualify Email flow.File: update_qw_cache.qfd

Update Agent Primary Workgroup flow

web_routing.prj Web_Routing Collects the primary workgroup for all agents and stores the primary workgroup name in a global variable. File: update_agent_primaryworkgroup.qfd

IV Chat flow ivchat.prj ivchat Gathers the values needed to route an voice chat contact, and sets the value in the EDU that identifies the chat contact as a voice chat.File: ivchat.qfd

Incoming IV Chat flow

ts.prj TS Routes incoming voice chat contacts.File: incoming_ivchat.qfd

Sample Email Analysis Flows


Sample Email Analysis FlowsEmail Analysis flows to determine information about email contacts that is useful to your contact center and execute actions based on that information to ensure more accurate routing of email contacts.

Avaya IC installs the sample email analysis flows in the following directory:<install_dir>\IC60\design\IC\Flows\Avaya\ICEmail

You need to customize the sample email analysis flows before you compile them. For more detailed information about the sample email analysis flows, see Avaya Workflow Designer Guide.

The following table describes the sample email analysis flows.

Workflow Name Project Name Purpose

Analyze with Keywords flow icemail.prj Uses keywords to identify a limited set of attributes for incoming email contacts, then sets route dispositions or routing hints according to the values that you set in the blocks.File: analyzenoca.qfd

Outbound with Keywords flow icemail.prj Uses keywords in the email contacts to provide post-processing for outbound email contacts.File: outboundnoca.qfd

Analyze with Content Analyzer flow

icemail.prj Uses Content Analyzer to identify the language and intent of incoming email contacts, then sets route dispositions or routing hints according to the results of the analysis.File: analyzeca.qfd

Outbound with Content Analyzer Flow

icemail.prj Uses Content Analyzer to provide post-processing for outbound email contacts.File: outboundca.qfd

Sample Workflows


Sample Blender FlowsBlender flows apply business rules to contact routing, and monitor the availability and status of contact center agents to route contacts to the appropriate agent.

Avaya IC installs the sample blender flows in the following directory:<install_dir>\IC60\design\IC\Flows\Avaya\blender

You need to customize the sample blender flows with site-specific property values before you compile and load them in the database. For more detailed information about the sample blender flows, see Avaya Workflow Designer Guide.

The following table describes the sample blender flows.

Sample Customer Management Flows for WebAvaya IC uses customer management flows for web to manage customer records for Web Management.

Avaya IC installs the sample customer management flows in the following directory:<install_dir>\IC60\design\IC\Flows\Avaya\WebCenter

Some customer management flows require file-based IC Scripts. By default, the include property contains the names of the required file-based IC Scripts.

Add the following IC Script directory to the project before you compile and load these flows to the database:

<install_dir>\IC60\design\IC\Flows\Avaya\WebCenter

Workflow Project Name Purpose

Initialization flow blender.prj Specifies the name of the flow to run when an agent's status changes.File: initialization.qfd

Client Login flow blender.prj Collects the task ceiling and task load information for the agent from the database in a global object for use by the State flow.File: clientlogin.qfd

State flow blender.prj Sets an agent�s initial task load.File: state.qfd

Sample Document Generation Flows


The following table describes the sample customer management flows for web.

Sample Document Generation FlowsAvaya IC uses document generation flows to generate documents in Letter Generator.

Avaya IC installs the sample document generation flows in the following directory:<install_dir>\IC60\design\IC\Flows\Avaya\DocGen

Some document generation flows require file-based IC Scripts. By default, the include property of the workflows contains the names of the following folders for required file-based IC Scripts.● <install_dir>\IC60\design\common

● <install_dir>\IC60\design\CallcenterQ

● <install_dir>\IC60\design\IC\flows\Avaya\DocGen

The following table describes the sample document generation flows.

Flow Name Purpose

addcustomer Adds a customer.

deletecustomer Deletes a customer.

getauthenticatedcustomer Retrieves authentication for a customer.

getcustomer Retrieves a customer.

getcustomerlist Retrieves a list of customers.

schedulecallback Schedules and validates callbacks to customers.

undeletecustomer Undeletes a customer that was deleted in error.

updatecustomer Updates a customer.

Flow Name Purpose

addltmplrecord To create a new letter template record in the table.

addmtonlink To create intermediate records between various tables.

addrecord To create a new record in the table.

clonebatch To create a record based on another record.

Sample Workflows


clonerecord To create a record based on another record.

deletebatch To delete a batch and associated records.

deletedestination To delete a record from the qw_destination table.

deleteitmpk To delete an item pack.

deleteltmplrecord To delete a letter template record from the table.

deletemtonlink To delete an intermediary record.

deleteparagraph To delete a paragraph from the table.

deleterecord To delete a record from the table.

deletetmplpk To delete a template pack and associated records.

enctmpl To encapsulate letter template text inside header.

findbatchrecord To find a batch record from the table.

findltmplrecord To find a letter template record from the table.

findrecord To find a record from the table.

findreports To find the necessary qw_report records.

generatedocs To generate documents.

getalldestinations To get all available destinations.

getalllocations To get all available locations.

getallrecipients To get all available recipients for a relation set.

getbatches To get all available batches.

getdestinations To get destinations.

getfieldsintable To get all fields in a table.

getitemdetails To get all the details for an item.

getitempkinbatch To get all template packs in a batch.

getitemsinbatch To get all items in a batch.

getitemtext To get the text from an item.

getitemtextex To get item text from an item in the form of text.

getprinterinfo To get information for a printer record.

Flow Name Purpose

Sample Document Generation Flows


getrelationsetsandtbls To get all relation sets and tables for a focus.

gettemplatesinpk To retrieve all templates for a given template pack.

gettemplpacks To get all template packs.

imagelist To retrieve a list of images.

images To store images.

loadimages To load selected images.

moveitmpkstobatch To move a given set of item packs (and items) to a batch.

opentemplate To open a template.

processbatch To process a batch.

sendalldocuments To send all documents to a batch.

setbatchstate To set the state of a batch record.

setitemtext To set text into an item record.

storeimages To store images.

substpara To put paragraph templates into a letter template.

templatetree To build the template tree structure.

updatebatch To update a batch.

updateltmplrecord To update a letter template record in the table.

updaterecord To update a record.

Flow Name Purpose

Sample Workflows


Sample Prompter FlowPrompter flows are agent script flows that can improve the quality of a contact center agent�s interaction with customers. A prompter flow provides an HTML-based script for an agent to follow when talking to customers.

Avaya IC installs the sample Prompter flow in the following directory:<install_dir>\IC60\design\IC\Flows\Avaya\Prompter

You need to customize the sample Prompter flow to meet your contact center�s needs before you compile the flow. For more detailed information about the sample Prompter flows, see Avaya Workflow Designer Guide.

The following table describes the sample Prompter flow.

Sample Siebel FlowsSiebel flows integrate Avaya IC systems with a Siebel application.

Some of these sample flows have the same names as other flows. However, in the Siebel flows, some blocks have different functions to accommodate the specific needs of a Siebel integration. For more detailed information about the sample Siebel flows, see Siebel 2000 Integrator�s Guide.

Avaya IC installs the project folders for sample Siebel flows in the following directory:<install_dir>\IC60\design\IC\Flows\Siebel2000

Workflow Project Name Purpose

Sample Wrapup flow prompter.prj Wraps up interactions between agents and customers. Saves relevant information to the database for reports and as a historical record of the contact for the customer�s record.


IndexAaccounts

agent . . . . . . . . . . . . . . . . . . . . . 276creating . . . . . . . . . . . . . . . . . . 85, 148customer . . . . . . . . . . . . . . . . . . . 235disabled . . . . . . . . . . . . . . . . . . . . 235email . . . . . . . . . . . . . . . . . . . . . 235

ACDname. . . . . . . . . . . . . . . . . . . . . 125adding

ICM servers to ICM bridge . . . . . . . . . . . 314knowledge base . . . . . . . . . . . . . . . . 294Outbound Contact Supervisor . . . . . . . . . . 363routing hints . . . . . . . . . . . . . . . 188, 232

additional ports . . . . . . . . . . . . . . . . . . 30ADL file . . . . . . . . . . . . . . . . . . . . 66, 143ADL files . . . . . . . . . . . . . . . . . . . . . 63admin web server . . . . . . . . . . . . . . . . . 180administration website

configuring. . . . . . . . . . . . . . . . . . . 210JRun server . . . . . . . . . . . . . . . . . . 210setting up . . . . . . . . . . . . . . . . . . . 208WebACD server . . . . . . . . . . . . . . . . 211

Administrative Content Analyzer server . . . . . . . 292administrator login . . . . . . . . . . . . . . . . . 35ADU change events . . . . . . . . . . . . . . . . 91ADU server

about . . . . . . . . . . . . . . . . . . . . . 91port . . . . . . . . . . . . . . . . . . . . . . 25updating . . . . . . . . . . . . . . . . . . . . 92

ADU serversdeleting . . . . . . . . . . . . . . . . . . . . 95

agent applicationsautomatic updates . . . . . . . . . . . . . . . 272installation files. . . . . . . . . . . . . . . . . 256

agent installationscopying vesp.imp. . . . . . . . . . . . . . . . 264mapping virtual directory . . . . . . . . . . . . 264network drive . . . . . . . . . . . . . . . . . 268preparing . . . . . . . . . . . . . . . . . . . 267testing . . . . . . . . . . . . . . . . . . . . . 267web server. . . . . . . . . . . . . . . . . . . 270

agent installercreating . . . . . . . . . . . . . . . . . . . . 259testing . . . . . . . . . . . . . . . . . . . . . 267

Agent Site Preparation wizardmapping virtual directory . . . . . . . . . . . . 264running . . . . . . . . . . . . . . . . . . . . 259

Agent/Desktop . . . . . . . . . . . . . . . . . . 281

Agent/Desktop/Directory . . . . . . . . . . . . . 281Agent/Desktop/Prompter . . . . . . . . . . . . . 282Agent/Desktop/ScreenPop . . . . . . . . . . . . 282Agent/Desktop/WAC . . . . . . . . . . . . . . . 282Agent/Desktop/WrapupDialog . . . . . . . . . . . 282agents

configuring for Unified Agent Directory . . . . . 288creating . . . . . . . . . . . . . . . . . . . 275installation . . . . . . . . . . . . . . . . . . 255installing applications . . . . . . . . . . . . . 255Outbound Contact . . . . . . . . . . . . 148, 283Outbound Contact properties . . . . . . . . . 286outbound skills . . . . . . . . . . . . . . . . 284setting properties . . . . . . . . . . . . . . . 281test . . . . . . . . . . . . . . . . . . . . . 276Unified Agent Directory . . . . . . . . . . . . 286updating version.html . . . . . . . . . . . . . 274workgroup . . . . . . . . . . . . . . . . . . 276

agentsearch.update_searchresult . . . . . . . . . 288agentsearch.update_searchstatus. . . . . . . . . 288Alarm server

about. . . . . . . . . . . . . . . . . . . . . . 91port . . . . . . . . . . . . . . . . . . . . . . 25

analyze flow . . . . . . . . . . . . . . . . . . . 223applications

CI Repository . . . . . . . . . . . . . . . . . . 70Dialer . . . . . . . . . . . . . . . . . . . . 146Interaction Center . . . . . . . . . . . . . . . . 80Report Wizard . . . . . . . . . . . . . . . . . 71

approval processapproval queue . . . . . . . . . . . . . . . . 239approval workgroup . . . . . . . . . . . . . . 238setting up. . . . . . . . . . . . . . . . . . . 238

Aspect Telephony server . . . . . . . . . . . . . 130assigning ports. . . . . . . . . . . . . . . . . . . 24associations

Email Management . . . . . . . . . . . . . . 227IVR . . . . . . . . . . . . . . . . . . . . . 160Telephony . . . . . . . . . . . . . . . . . . 137Unified Agent Directory . . . . . . . . . . . . 287Voice Chat . . . . . . . . . . . . . . . . . . 245Web Management . . . . . . . . . . . . . . 186

Attribute serverabout. . . . . . . . . . . . . . . . . . . . . 167adding ICM servers to ICM bridge . . . . . . . 314changing service port . . . . . . . . . . . . . . 33creating . . . . . . . . . . . . . . . . . . . 170ICM bridge . . . . . . . . . . . . . . . . . . 172troubleshooting . . . . . . . . . . . . . . . . 345

auto response loop . . . . . . . . . . . . . . . . 241


auto skills . . . . . . . . . . . . . . . . . . . . 284automatic updates . . . . . . . . . . . . . . . . 272

disabling . . . . . . . . . . . . . . . . . . . 275version.html . . . . . . . . . . . . . . . . . 274

autoresponse threshold. . . . . . . . . . . . . . 241autostart . . . . . . . . . . . . . . . . . . . 175, 254Avaya Agent

automatic updates . . . . . . . . . . . . . . 272documents . . . . . . . . . . . . . . . . . . . 18installation files . . . . . . . . . . . . . . . . 256log in error . . . . . . . . . . . . . . . . . . 344modifying layout . . . . . . . . . . . . . . . . 73telephone number formats. . . . . . . . . . . . 74XP paint error. . . . . . . . . . . . . . . . . 344

Avaya Computer Telephony for ICsee Telephony

Avaya IC ORB Service 6.0 . . . . . . . . . . . . 109avoid auto response loop . . . . . . . . . . . . . 241

Bbackend servers . . . . . . . . . . . . . . . . . 180base, knowledge . . . . . . . . . . . . . . . . . 294blender flows . . . . . . . . . . . . . . . . 89, 390Blender server

about . . . . . . . . . . . . . . . . . . . . . 91port . . . . . . . . . . . . . . . . . . . . . . 25updating . . . . . . . . . . . . . . . . . . . 101

browserstranslating

in-form . . . . . . . . . . . . . . . . . . 384search browser labels . . . . . . . . . . . 384

buildingCCQ database . . . . . . . . . . . . . . . . . 76CI repository . . . . . . . . . . . . . . . . . . 66workflows . . . . . . . . . . . . . . . . . . 140

Business Applicationsabout . . . . . . . . . . . . . . . . . . . . . 64automatic updates . . . . . . . . . . . . . . 272databases . . . . . . . . . . . . . . . . . . . 81documents . . . . . . . . . . . . . . . . . . . 19installation files . . . . . . . . . . . . . . . . 256Solution Search. . . . . . . . . . . . . . . . 300

CCallCenterQ . . . . . . . . . . . . . . . . . . . . 81

configuring telephone number formats . . . . . . 74CallCenterQ databaseCCQ database

building . . . . . . . . . . . . . . . . . . . . 76connection set . . . . . . . . . . . . . . . . . 78

creating . . . . . . . . . . . . . . . . . . . 73, 79database connection. . . . . . . . . . . . . . . 76

ccq.adl . . . . . . . . . . . . . . . . . . . . . . . 63ccqDBConnection. . . . . . . . . . . . . . . . . . 76CDL file . . . . . . . . . . . . . . . . . . . . . . 73Central Internet Routing Service . . . . . . . . . . 196changing

domain . . . . . . . . . . . . . . . . . . . . . 95domain of secondary ORB . . . . . . . . . . . . 52service ports . . . . . . . . . . . . . . . . . . 31Web License Manager password . . . . . . . . 121

channelsemail . . . . . . . . . . . . . . . . . . . . . 217Email Management . . . . . . . . . . . . . . 227servers . . . . . . . . . . . . . . . . . 167, 219Telephony . . . . . . . . . . . . . . . . . . 137Unified Agent Directory . . . . . . . . . . . . 287voice . . . . . . . . . . . . . . . . . . . . . 123voice chat . . . . . . . . . . . . . . . . 243, 245web. . . . . . . . . . . . . . . . . . . . . . 165Web Management . . . . . . . . . . . . . . . 186

character encoding . . . . . . . . . . . . . . . . 372ChatLoginServer . . . . . . . . . . . . . . 191, 212ChatLoginServerPort . . . . . . . . . . . . . . . 191ChatLoginServerProtocol . . . . . . . . . . . . . 191ChatLoginServerWebsite . . . . . . . . . . 191, 212CI Repository

building . . . . . . . . . . . . . . . . . . . . . 66connection set. . . . . . . . . . . . . . . . . . 69creating . . . . . . . . . . . . . . . . . . . 65, 69database connection. . . . . . . . . . . . . . . 66generating application . . . . . . . . . . . . . . 70seed data . . . . . . . . . . . . . . . . . . . . 69updating Directory server . . . . . . . . . . . . 72

CIRS. . . . . . . . . . . . . . . . . . . . . . . 196configuring for second ICM. . . . . . . . . . . 311configuring for website . . . . . . . . . . . . . 312configuring second ICM . . . . . . . . . . . . 309disabling CIRS servlet . . . . . . . . . . . . . 313

client login flow . . . . . . . . . . . . . . . . . . 102collaborationRootURL. . . . . . . . . . . . .211, 216columns

localizingin-form browsers . . . . . . . . . . . . . . 385search browsers . . . . . . . . . . . . . . 384

ComHub serverabout . . . . . . . . . . . . . . . . . . . . . 168changing service port . . . . . . . . . . . . . . 32creating . . . . . . . . . . . . . . . . . . . . 172

common object request broker architecture123, 168, 219configuration files

ICM server . . . . . . . . . . . . . . . . . . 352


Web Management . . . . . . . . . . . . . . . 360Configuration Tool

admin web server . . . . . . . . . . . . . . . 180administration website . . . . . . . . . . . . . 210backend servers . . . . . . . . . . . . . . . . 180customer website . . . . . . . . . . . . . . . 215DB account . . . . . . . . . . . . . . . . . . 86Email Template Administration . . . . . . . . . 226external web server . . . . . . . . . . . . . . 180initial configuration . . . . . . . . . . . . . . . 44Letter Generator . . . . . . . . . . . . . . . . 303Outbound Contact Reports . . . . . . . . . . . 156QKnowledge . . . . . . . . . . . . . . . . . . 299secondary servers . . . . . . . . . . . . . . . 49specifying switch . . . . . . . . . . . . . . . . 127Web . . . . . . . . . . . . . . . . . . . . . . 179Web License Manager . . . . . . . . . . . . . 115

configuringACD name. . . . . . . . . . . . . . . . . . . 125administration website . . . . . . . . . . . . . 210agents for Unified Agent Directory . . . . . . . . 288Aspect TS . . . . . . . . . . . . . . . . . . . 130CCQ connection set . . . . . . . . . . . . . . 78CCQ database connection . . . . . . . . . . . 76CI Repository connection set . . . . . . . . . . 69CI Repository database connection . . . . . . . 66Content Analyzer. . . . . . . . . . . . . . . . 291core servers . . . . . . . . . . . . . . . . 57, 90customer website . . . . . . . . . . . . . . . 215Data Connector server . . . . . . . . . . . . . 58DEFINITY TS . . . . . . . . . . . . . . . . . 129email accounts . . . . . . . . . . . . . . . . . 235Email Management. . . . . . . . . . . . . . . 217Email Template Administration . . . . . . 226, 234email template administration . . . . . . . . . . 183full-text searches . . . . . . . . . . . . . . . . 201full-text searches on Solaris . . . . . . . . . . . 203full-text searches on Windows. . . . . . . . . . 202ICM server. . . . . . . . . . . . . . . . . . . 192independent ICM . . . . . . . . . . . . . . . . 312IndexQ . . . . . . . . . . . . . . . . . . . . 301Interaction Engine servers . . . . . . . . 167, 219IVR . . . . . . . . . . . . . . . . . . . . . . 160Letter Generator . . . . . . . . . . . . . . . . 301media channels . . . . . . . . . . . . . 166, 279Meridian TS . . . . . . . . . . . . . . . . . . 132multi-site heterogeneous switch . . . . . . . . . 141Outbound Contact . . . . . . . . . . . . . . . 142Outbound Contact connection set . . . . . . . . 145Outbound Contact database . . . . . . . . . . 143Outbound Contact database connection . . . . . 143

Outbound Contact reports . . . . . . . . . . . 156Outbound Contact servers. . . . . . . . . . . 147Predictive DialingKernel server . . . . . . . . 151primary ICM for second ICM . . . . . . . . . . 310primary servers . . . . . . . . . . . . . . . . . 44QKnowledge . . . . . . . . . . . . . . . 296, 299QKnowledge for Solaris . . . . . . . . . . . . 298second ICM server . . . . . . . . . . . . 309, 311Solution Search. . . . . . . . . . . . . . . . 300SSL . . . . . . . . . . . . . . . . . . . . . 204Symposium TS . . . . . . . . . . . . . . . . 133telephone number formats. . . . . . . . . . . . 74Telephony . . . . . . . . . . . . . . . . . . 123Telephony server . . . . . . . . . . . . . . . 249Unified Agent Directory . . . . . . . . . . . . 286Voice Chat . . . . . . . . . . . . . . . . . . 243voice chat gateway . . . . . . . . . . . . . . 250Voice Media Manager . . . . . . . . . . . . . 251Web Management . . . . . . . . . . . . . . 165Web Management servers. . . . . . . . . . . 179Web Scheduled Calls . . . . . . . . . . . . . 157WebACD server . . . . . . . . . . . . . . . 233WebQ . . . . . . . . . . . . . . . . . . . . 295website. . . . . . . . . . . . . . . . . . 183, 198

connection setsCCQ database . . . . . . . . . . . . . . . . . 78CI Repository . . . . . . . . . . . . . . . . . . 69Outbound Contact database . . . . . . . . . . 145

connectionsCCQ database . . . . . . . . . . . . . . . . . 76CI Repository . . . . . . . . . . . . . . . . . . 66Outbound Contact database . . . . . . . . . . 143

console layout . . . . . . . . . . . . . . . . . . . 73contact routing flows . . . . . . . . . . . . . . . 388Content Analyzer

adding knowledge base . . . . . . . . . . . . 294Administrative server . . . . . . . . . . . . . 292configuring . . . . . . . . . . . . . . . . . . 291knowledge base . . . . . . . . . . . . . . . 294Operations server . . . . . . . . . . . . . . . 293servers . . . . . . . . . . . . . . . . . . . . . 23

copying vesp.imp. . . . . . . . . . . . . . . 47, 264CORBA . . . . . . . . . . . . . . . . 123, 168, 219core servers

about. . . . . . . . . . . . . . . . . . . . . . 90configuring . . . . . . . . . . . . . . . . . 57, 90

creatingaccounts . . . . . . . . . . . . . . . . . 85, 148Administrative Content Analyzer server. . . . . 292agent accounts . . . . . . . . . . . . . . . . 276agent installation files . . . . . . . . . . . . . 256agent installation instructions . . . . . . . . . 271


agent installer . . . . . . . . . . . . . . . . 259agents . . . . . . . . . . . . . . . . . . . . 275approval queue . . . . . . . . . . . . . . . . 239Attribute server . . . . . . . . . . . . . . . . 170CCQ database . . . . . . . . . . . . . . . . . 79CI Repository . . . . . . . . . . . . . . . . . . 69ComHub server . . . . . . . . . . . . . . . . 172Dialer database. . . . . . . . . . . . . . . . 146EDU server . . . . . . . . . . . . . . . . . . . 96email status . . . . . . . . . . . . . . . . . 237HTTP Connector server . . . . . . . . . . . . 102ICEmail server . . . . . . . . . . . . . . . . 220knowledge base . . . . . . . . . . . . . . . 294License server . . . . . . . . . . . . . . . . 120Notification server. . . . . . . . . . . . . . . 223Operations Content Analyzer server . . . . . . 293Paging server. . . . . . . . . . . . . . . . . 173Predictive DialingKernel server . . . . . . . . 151Report server . . . . . . . . . . . . . . . . . . 98secondary Data Connector server . . . . . . . . 54secondary Directory server . . . . . . . . . . . 52SoftDialer server . . . . . . . . . . . . . . . 150Telephony server . . . . . . . . . . . . . . . 128test agents . . . . . . . . . . . . . . . . . . 276TsQueueStatistics server . . . . . . . . . . . 135voice queue . . . . . . . . . . . . . . . . . 125VOX server . . . . . . . . . . . . . . . . . . 161WebACD server . . . . . . . . . . . . . . . 168

CTISee Telephony

customer account . . . . . . . . . . . . . . . . 235Customer Interaction Repository

see CI Repositorycustomer management flows for web . . . . . . . 390customer website

configuring . . . . . . . . . . . . . . . . . . 215JRun server . . . . . . . . . . . . . . . . . 215setting up. . . . . . . . . . . . . . . . . . . 213WebACD server . . . . . . . . . . . . . . . 216

CustomerLookupPhoneFormat . . . . . . . . . . . 74CustomerQ . . . . . . . . . . . . . . . . . 81, 295customizing Avaya IC . . . . . . . . . . . . . . . 18

DData Connector server

about . . . . . . . . . . . . . . . . . . . . . 90configuring . . . . . . . . . . . . . . . . . . . 58multiple . . . . . . . . . . . . . . . . . . . . 24prerequisites . . . . . . . . . . . . . . . . . . 59secondary . . . . . . . . . . . . . . . . . . . 54

starting . . . . . . . . . . . . . . . . . . . . . 62data models . . . . . . . . . . . . . . . . . . . . 19Data server

see Data Connector serverdata sources

dialer . . . . . . . . . . . . . . . . . . . . . 146Interaction Center . . . . . . . . . . . . . . . . 80repository . . . . . . . . . . . . . . . . . . . . 70understanding . . . . . . . . . . . . . . . . . . 63

Database Designer . . . . . . . . . . . . . . . . . 66database home directory . . . . . . . . . . . . . . 68database machine . . . . . . . . . . . . . . . . . 59databases

Business Applications . . . . . . . . . . . . . . 81CCQ . . . . . . . . . . . . . . . . . . . . . . 73CI Repository . . . . . . . . . . . . . . . . . . 65connection sets . . . . . . . . . . . . 69, 78, 145connections . . . . . . . . . . . . . . 66, 76, 143Dialer . . . . . . . . . . . . . . . . . . . . . 146dialer . . . . . . . . . . . . . . . . . . . . . 143documents . . . . . . . . . . . . . . . . . . . 19Outbound Contact . . . . . . . . . . . . . . . 143

dataserver type/alias . . . . . . . . . . . . . . . . 67DataServerMSSQL . . . . . . . . . . . . . . . . . 60DataServerOracle. . . . . . . . . . . . . . . . . . 60Datawake . . . . . . . . . . . . . . . . . . . . 168DB account. . . . . . . . . . . . . . . . . . . . . 86DefaultCategoryGroup . . . . . . . . . . . . . . 282DefaultTenant . . . . . . . . . . . . . . . . . . 282DEFINITY TS. . . . . . . . . . . . . . . . . . . 129deleting

ADU servers . . . . . . . . . . . . . . . . . . 95string table messages . . . . . . . . . . . . . 381

dependencies, servers . . . . . . . . . . . . 24, 106deployment

multi-media example. . . . . . . . . . . . . . 317Design & Administration Tools

copying vesp.imp . . . . . . . . . . . . . . . . 47Database Designer . . . . . . . . . . . . . . . 66installing . . . . . . . . . . . . . . . . . . . . 36

deviceapproval queue . . . . . . . . . . . . . . . . 239voice queue . . . . . . . . . . . . . . . . . . 125

Dialercreating database . . . . . . . . . . . . . . . 146generating application . . . . . . . . . . . . . 146

dialer database . . . . . . . . . . . . . . . . . . 143dialer.adl . . . . . . . . . . . . . . . . . . . . . 143Directory server

about . . . . . . . . . . . . . . . . . . . . . . 91port . . . . . . . . . . . . . . . . . . . . . . . 25routing hints . . . . . . . . . . . . . 141, 188, 232secondary. . . . . . . . . . . . . . . . . . . . 52


updating . . . . . . . . . . . . . . . . . . . . 72directory, virtual . . . . . . . . . . . . . . . . . . 264disabled accounts . . . . . . . . . . . . . . . . . 235disabling automatic updates . . . . . . . . . . . . 275display time . . . . . . . . . . . . . . . . . . . . 67distributing servers . . . . . . . . . . . . . . . . 22DocGen flows . . . . . . . . . . . . . . . . . . . 89document generation flows . . . . . . . . . . . . . 391documentation . . . . . . . . . . . . . . . . . . 18domains

changing . . . . . . . . . . . . . . . . . . . 95domains, secondary ORB . . . . . . . . . . . . . 52ds.ffd . . . . . . . . . . . . . . . . . . . . . . . 54DUStore server

about . . . . . . . . . . . . . . . . . . . . . 91port . . . . . . . . . . . . . . . . . . . . . . 25stopping . . . . . . . . . . . . . . . . . . . . 105updating . . . . . . . . . . . . . . . . . . . . 96

EEDU server

about . . . . . . . . . . . . . . . . . . . . . 91creating . . . . . . . . . . . . . . . . . . . . 96stopping . . . . . . . . . . . . . . . . . . . . 105

educational services . . . . . . . . . . . . . . . . 16EDUs

creating EDU server . . . . . . . . . . . . . . 96Report Wizard . . . . . . . . . . . . . . . . . 71

email analysis flows . . . . . . . . . . . . . . . . 389Email Management

approval process . . . . . . . . . . . . . . . . 238auto response loop avoidance . . . . . . . . . 241configuring. . . . . . . . . . . . . . . . . . . 217configuring WebACD server. . . . . . . . . . . 233configuring Workflow server. . . . . . . . . . . 227email accounts . . . . . . . . . . . . . . . . . 235email status . . . . . . . . . . . . . . . . . . 237Email Template Administration . . . . . . . . . 234optional configurations . . . . . . . . . . . . . 217prerequisites . . . . . . . . . . . . . . . . . . 218routing hints . . . . . . . . . . . . . . . . . . 232servers . . . . . . . . . . . . . . . . . . . . 23workflows . . . . . . . . . . . . . . . . . . . 230workgroups . . . . . . . . . . . . . . . . . . 276

Email serversee ICEmail server

Email Template Administrationconfiguring. . . . . . . . . . . . . . . . . . . 183configuring JRun application . . . . . . . . . . 226email status . . . . . . . . . . . . . . . . . . 237integrating . . . . . . . . . . . . . . . . . . . 234

EmailLoginServer . . . . . . . . . . . . . . . . 234EmailLoginServerPort . . . . . . . . . . . . . . 234EmailLoginServerWebsite . . . . . . . . . . . . 234EmailServer . . . . . . . . . . . . . . . . . . . 234emailservername. . . . . . . . . . . . . . . . . 233EmailServerPort . . . . . . . . . . . . . . . . . 234enabling localization . . . . . . . . . . . . . . . 372error messages

deleting . . . . . . . . . . . . . . . . . . . 381translating . . . . . . . . . . . . . . . . . . 380

examplesmulti-media system . . . . . . . . . . . . . . 317

experience. . . . . . . . . . . . . . . . . . . . . 19external web server . . . . . . . . . . . . . . . 180

Ffieldexpressions table . . . . . . . . . . . . . . . 98flows

building . . . . . . . . . . . . . . . . . . . 140Email Management . . . . . . . . . . . . . . 230incoming voice chat . . . . . . . . . . . . . . 248Letter Generator . . . . . . . . . . . . . . . 307loading . . . . . . . . . . . . . . . . . . . . 140sample . . . . . . . . . . . . . . . . . . . . . 88system . . . . . . . . . . . . . . . . . . . . . 88Telephony . . . . . . . . . . . . . . . . . . 138Voice Chat . . . . . . . . . . . . . . . . . . 246voice chat . . . . . . . . . . . . . . . . . . 248Web Management . . . . . . . . . . . . . . 187

flush. . . . . . . . . . . . . . . . . . . . . . 55, 62forms

localizing . . . . . . . . . . . . . . . . . . . 381translating

about . . . . . . . . . . . . . . . . . . . 381group labels . . . . . . . . . . . . . . . . 382layout . . . . . . . . . . . . . . . . . . . 383object labels. . . . . . . . . . . . . . . . 383titles . . . . . . . . . . . . . . . . . . . 382

full-text searches . . . . . . . . . . . . . . . . . 201

Ggateway, voice chat . . . . . . . . . . . . . . . 250generating

CI Repository application . . . . . . . . . . . . 70Dialer application . . . . . . . . . . . . . . . 146Interaction Center application . . . . . . . . . . 80Report Wizard . . . . . . . . . . . . . . . . . 71

groupstranslating labels . . . . . . . . . . . . . . . 382


Hhangup options . . . . . . . . . . . . . . . . . 155HomeDir. . . . . . . . . . . . . . . . . . . . . 282HRQ . . . . . . . . . . . . . . . . . . . . . . . 81HTTP Connector server

about . . . . . . . . . . . . . . . . . . . . . 91creating . . . . . . . . . . . . . . . . . . . 102

IIC Manager

Outbound Contact Supervisor . . . . . . . . . 363stopping servers . . . . . . . . . . . . . . . .111Web Management administration pages . . . . 191

IC Repositorysee CI Repository

icadmin . . . . . . . . . . . . . . . . . . . . . .111ICEmail flows . . . . . . . . . . . . . . . . . . . 89ICEmail server

about . . . . . . . . . . . . . . . . . . . . 219creating . . . . . . . . . . . . . . . . . . . 220

ICM account . . . . . . . . . . . . . . . . . . . . 86ICM Bridge

enable . . . . . . . . . . . . . . . . . . . . 171ICM bridge

adding ICM servers . . . . . . . . . . . . . . 314configuring . . . . . . . . . . . . . . . . . . 192

ICM serveradding to ICM bridge . . . . . . . . . . . . . 314CIRS. . . . . . . . . . . . . . . . . . . . . 196CIRS for second ICM . . . . . . . . . . . . . .311configuration files . . . . . . . . . . . . . . . 352configuring . . . . . . . . . . . . . . . . . . 192configuring independent second . . . . . . . . 312configuring primary for second ICM . . . . . . 310configuring second . . . . . . . . . . . . 309, 311disabling CIRS servlet. . . . . . . . . . . . . 313enabling CIRS . . . . . . . . . . . . . . . . 312ICM account . . . . . . . . . . . . . . . . . . 86ICM bridge . . . . . . . . . . . . . . . . . . 172log files. . . . . . . . . . . . . . . . . . . . 352multiple . . . . . . . . . . . . . . . . . . . . 24second . . . . . . . . . . . . . . . . . . . . 309troubleshooting . . . . . . . . . . . . . . 344, 345

idl . . . . . . . . . . . . . . . . . . . . . . . 55, 62importing seed data . . . . . . . . . 70, 79, 146, 377incoming voice chat flow . . . . . . . . . . . . . 248IndexQ . . . . . . . . . . . . . . . . . . . . . 301in-form browsers

localizing . . . . . . . . . . . . . . . . . . . 384columns . . . . . . . . . . . . . . . . . 385

summary columns . . . . . . . . . . . . . 385summary rows . . . . . . . . . . . . . . . 385

INI filelocalization string . . . . . . . . . . . . . . . 372

initial configuration . . . . . . . . . . . . . . . . . 44initialization flow . . . . . . . . . . . . . . . . . 101installer, agent . . . . . . . . . . . . . . . 256, 259installing . . . . . . . . . . . . . . . . . . . . 18, 35

agent applications . . . . . . . . . . . . . . . 255components . . . . . . . . . . . . . . . . . . . 40Design & Administration Tools . . . . . . . . . . 36license . . . . . . . . . . . . . . . . . . . . 117multi-site license. . . . . . . . . . . . . . . . 119optional components. . . . . . . . . . . . . . 291prerequisites . . . . . . . . . . . . . . . . . . 22second ICM server . . . . . . . . . . . . . . 309secondary servers . . . . . . . . . . . . . . . . 49servers . . . . . . . . . . . . . . . . . . . . . 40

integratingEmail Template Administration . . . . . . . . . 234Web Management administration pages . . . . 191

Interaction Center application . . . . . . . . . . . . 80Interaction Engine servers

configuring . . . . . . . . . . . . . . . 167, 219Interactive Voice Response . . . . . . . . . . . . 160Internet Call Manager server

See ICM serverIPGateway . . . . . . . . . . . . . . . . . . . . 250IVChat flows . . . . . . . . . . . . . . . . . . . . 89IVR . . . . . . . . . . . . . . . . . . . . . . . 161

configuring . . . . . . . . . . . . . . . . . . 160configuring Workflow server . . . . . . . . . . 160

JJRun

Email Template Administration . . . . . . . . . 226Letter Generator. . . . . . . . . . . . . . . . 303QKnowledge . . . . . . . . . . . . . . . . . 299Web License Manager . . . . . . . . . . . . . 115

Kknowledge base . . . . . . . . . . . . . . . . . 294

Llabels

translatingin-form browsers . . . . . . . . . . . . . . 384search browsers . . . . . . . . . . . . . . 384

translating for objects . . . . . . . . . . . . . 383


translating in fields . . . . . . . . . . . . . . . 386translating in groups . . . . . . . . . . . . . . 382

language abbreviations . . . . . . . . . . . . . . 372language pack updates . . . . . . . . . . . . . . 272languagepackversion . . . . . . . . . . . . . . . 273Layout . . . . . . . . . . . . . . . . . . . . . . 281layout editor

localized forms . . . . . . . . . . . . . . . . . 383layout, Avaya Agent . . . . . . . . . . . . . . . . 73LCID abbreviations . . . . . . . . . . . . . . . . 372Letter Generator

configuring. . . . . . . . . . . . . . . . 301, 303editing properties. . . . . . . . . . . . . . . . 305workflows . . . . . . . . . . . . . . . . . . . 307

license file . . . . . . . . . . . . . . . . . . . . 35License server. . . . . . . . . . . . . . . . . . . 120licensing

about . . . . . . . . . . . . . . . . . . . . . 113changing password. . . . . . . . . . . . . . . 121configuring Web License Manager. . . . . . . . 115creating License server . . . . . . . . . . . . . 120installing license . . . . . . . . . . . . . . . . 117installing multi-site license . . . . . . . . . . . 119prerequisites . . . . . . . . . . . . . . . . . . 113

limitations . . . . . . . . . . . . . . . . . . . . . 165limitations, shared browsing . . . . . . . . . . . . 165loading flows . . . . . . . . . . . . . . . . . . . 140locale ID . . . . . . . . . . . . . . . . . . . . . 372localization

about . . . . . . . . . . . . . . . . . . . . . 379character encoding . . . . . . . . . . . . . . . 372enabling . . . . . . . . . . . . . . . . . . . . 372enumeration field labels . . . . . . . . . . . . 386form layout. . . . . . . . . . . . . . . . . . . 383form titles . . . . . . . . . . . . . . . . . . . 382forms . . . . . . . . . . . . . . . . . . . . . 381group labels . . . . . . . . . . . . . . . . . . 382in-form browsers . . . . . . . . . . . . . . . . 384language abbreviations . . . . . . . . . . . . . 372object labels . . . . . . . . . . . . . . . . . . 383search browser columns . . . . . . . . . . . . 384string table messages . . . . . . . . . . . . . 380

locationblender flows. . . . . . . . . . . . . . . . . . 390contact routing flows . . . . . . . . . . . . . . 388customer management flows for web . . . . . . 390document generation flows . . . . . . . . . . . 391email analysis flows . . . . . . . . . . . . . . 389prompter flows . . . . . . . . . . . . . . . . . 394sample workflows . . . . . . . . . . . . . . . 387servers . . . . . . . . . . . . . . . . . . . . 24siebel flows . . . . . . . . . . . . . . . . . . 394

log filesICM server . . . . . . . . . . . . . . . . . . 352Web Management . . . . . . . . . . . . . . 360

login, administrator . . . . . . . . . . . . . . . . . 35

Mmailto . . . . . . . . . . . . . . . . . . . . . . 235majorversion . . . . . . . . . . . . . . . . . . . 273mapping virtual directory . . . . . . . . . . . . . 264mcscon.ini . . . . . . . . . . . . . . . . . . . . 147media channels

agents . . . . . . . . . . . . . . . . . . . . 279Email Management . . . . . . . . . . . . . . 217Outbound Contact . . . . . . . . . . . . . . 142prerequisites . . . . . . . . . . . . . . . . . 166Telephony . . . . . . . . . . . . . . . . . . 123Voice Chat . . . . . . . . . . . . . . . . . . 243Web Management . . . . . . . . . . . . . . 165

Meridian Link . . . . . . . . . . . . . . . . . . 132minorversion . . . . . . . . . . . . . . . . . . . 273modifying

Avaya Agent layout . . . . . . . . . . . . . . . 73SSL properties . . . . . . . . . . . . . . . . 206

multiple database types. . . . . . . . . . . . . . . 59multi-site heterogeneous switch

configuring . . . . . . . . . . . . . . . . . . 141multi-site licenses . . . . . . . . . . . . . . . . .119MultiVantage TS . . . . . . . . . . . . . . . . . 129

Nnetwork drive, agent installer . . . . . . . . . . . 268NLS LANG. . . . . . . . . . . . . . . . . . . . . 46Nortel switches. . . . . . . . . . . . . . . . 132, 133Notification server

about. . . . . . . . . . . . . . . . . . . . . 219creating . . . . . . . . . . . . . . . . . . . 223

Oobjects

translating labels . . . . . . . . . . . . . . . 383Operations Content Analyzer server . . . . . . 293, 294optional components

installing . . . . . . . . . . . . . . . . . . . 291servers . . . . . . . . . . . . . . . . . . . . . 23

OracleNLS LANG . . . . . . . . . . . . . . . . . . . 46Oracle Home . . . . . . . . . . . . . . . . . . 46Oracle SID . . . . . . . . . . . . . . . . . . . 46

Oracle SID. . . . . . . . . . . . . . . . . . . . . 46ORB server


about . . . . . . . . . . . . . . . . . . . . . 90configuring . . . . . . . . . . . . . . . . . . . 44domain of secondary . . . . . . . . . . . . . . 52port . . . . . . . . . . . . . . . . . . . . . . 25secondary . . . . . . . . . . . . . . . . . . . 49starting . . . . . . . . . . . . . . . . . . . . 109stopping . . . . . . . . . . . . . . . . . . . 109

orbsrv.exe . . . . . . . . . . . . . . . . . . . . 109order, servers . . . . . . . . . . . . . . . . . . 105outbound agent skills . . . . . . . . . . . . . . . 284Outbound Contact

agent properties . . . . . . . . . . . . . . . 286agents . . . . . . . . . . . . . . . . . . . . 283configuring . . . . . . . . . . . . . . . . . . 142configuring reports . . . . . . . . . . . . . . 156configuring servers . . . . . . . . . . . . . . 147database . . . . . . . . . . . . . . . . . . . 143defining outbound skills . . . . . . . . . . . . 284Dialer application . . . . . . . . . . . . . . . 146Dialer database. . . . . . . . . . . . . . . . 146hangup options . . . . . . . . . . . . . . . . 155modifying server configuration file . . . . . . . 147outbound job . . . . . . . . . . . . . . . . . 158Predictive DialingKernel server . . . . . . . . 151prerequisites . . . . . . . . . . . . . . . . . 142regions . . . . . . . . . . . . . . . . . . . . 157servers . . . . . . . . . . . . . . . . . . . . . 23SoftDialer server . . . . . . . . . . . . . . . 150Supervisor . . . . . . . . . . . . . . . . . . 363telephone number formats. . . . . . . . . . . . 74user account . . . . . . . . . . . . . . . . . 148Web Scheduled Calls . . . . . . . . . . . . . 284

Outbound Contact databaseconnection set . . . . . . . . . . . . . . . . 145database connection . . . . . . . . . . . . . 143

outbound email flow . . . . . . . . . . . . . . . 223outbound job. . . . . . . . . . . . . . . . . . . 158OutboundRoutingHint table . . . . . . . . . . . . 188

PPaging server

about . . . . . . . . . . . . . . . . . . . . 168changing service port . . . . . . . . . . . . . . 32creating . . . . . . . . . . . . . . . . . . . 173

patchversion . . . . . . . . . . . . . . . . . . . 273planning

customizing. . . . . . . . . . . . . . . . . . . 18experience . . . . . . . . . . . . . . . . . . . 19installation . . . . . . . . . . . . . . . . . . . 17servers . . . . . . . . . . . . . . . . . . . . . 22

point patch updates . . . . . . . . . . . . . . . 272

PopOnAllArrivingContacts . . . . . . . . . . 282, 286PopOnContactActivation . . . . . . . . . . . . . 282ports

additional . . . . . . . . . . . . . . . . . . . . 30assigning . . . . . . . . . . . . . . . . . . . . 24assignment table . . . . . . . . . . . . . . . . 26changing service ports . . . . . . . . . . . . . . 31email server . . . . . . . . . . . . . . . . . . 234values . . . . . . . . . . . . . . . . . . . . . 25

Predictive DialingKernel server . . . . . . . . . . 151predictive skills . . . . . . . . . . . . . . . . . . 284preparing agent installer. . . . . . . . . . . . . . 267prerequisites . . . . . . . . . . . . . . . . . . . . 35

agent applications . . . . . . . . . . . . . . . 255core servers. . . . . . . . . . . . . . . . . . . 58Data Connector server . . . . . . . . . . . . . . 59Email Management . . . . . . . . . . . . . . 218experience . . . . . . . . . . . . . . . . . . . 19installation . . . . . . . . . . . . . . . . . . . 35installing . . . . . . . . . . . . . . . . . . . . 22licence . . . . . . . . . . . . . . . . . . . . . 35licenses. . . . . . . . . . . . . . . . . . . . 113media channels . . . . . . . . . . . . . . . . 166Outbound Contact . . . . . . . . . . . . . . . 142SSL . . . . . . . . . . . . . . . . . . . . . 205Telephony . . . . . . . . . . . . . . . . . . 124Voice Chat . . . . . . . . . . . . . . . . . . 243Web Scheduled Calls . . . . . . . . . . . . . 157

preview skills . . . . . . . . . . . . . . . . . . . 284primary servers . . . . . . . . . . . . . . . . . . . 44

NLS LANG . . . . . . . . . . . . . . . . . . . 46Oracle Home . . . . . . . . . . . . . . . . . . 46Oracle SID . . . . . . . . . . . . . . . . . . . 46

primary workgroup . . . . . . . . . . . . . . . . 276Proactive Contact . . . . . . . . . . . . . . . . . 171projects

blender flows . . . . . . . . . . . . . . . . . 390customer management flows . . . . . . . . . . 390document generation flows . . . . . . . . . . . 391email analysis flows . . . . . . . . . . . . . . 389prompter flows . . . . . . . . . . . . . . . . 394routing flows . . . . . . . . . . . . . . . . . 388Siebel flows . . . . . . . . . . . . . . . . . . 394

Prompter flows . . . . . . . . . . . . . . . . 89, 394properties

agents . . . . . . . . . . . . . . . . . . . . 281Letter Generator. . . . . . . . . . . . . . . . 305Outbound Contact . . . . . . . . . . . . . . . 286Web Scheduled Calls . . . . . . . . . . . . . 284


QQAlert

see Notification serverQKnowledge

configuring. . . . . . . . . . . . . . . . . . . 296configuring for Solaris . . . . . . . . . . . . . 298configuring JRun application . . . . . . . . . . 299IndexQ . . . . . . . . . . . . . . . . . . . . 301Solution Search . . . . . . . . . . . . . . . . 300

qntorbsrv.exe . . . . . . . . . . . . . . . . . . . 109qrepository.adl . . . . . . . . . . . . . . . . . . 66queue

approval . . . . . . . . . . . . . . . . . . . . 239voice . . . . . . . . . . . . . . . . . . . . . 125

RReadme file . . . . . . . . . . . . . . . . . . . . 35region. . . . . . . . . . . . . . . . . . . . . . . 157Report server

about . . . . . . . . . . . . . . . . . . . . . 91creating . . . . . . . . . . . . . . . . . . . . 98stopping . . . . . . . . . . . . . . . . . . . . 105

Report Wizard . . . . . . . . . . . . . . . . . . . 71reports, Outbound Contact . . . . . . . . . . . . . 156Repository

see CI Repositoryrepository.adl . . . . . . . . . . . . . . . . . . . 63repositoryDBConnection . . . . . . . . . . . . . . 67required experience . . . . . . . . . . . . . . . . 19requirements

administrator login . . . . . . . . . . . . . . . 35agent installer . . . . . . . . . . . . . . . . . 255Agent Site Preparation wizard. . . . . . . . . . 256core servers . . . . . . . . . . . . . . . . . . 58Data Connector server . . . . . . . . . . . . . 59data sources . . . . . . . . . . . . . . . . . . 63Email Management. . . . . . . . . . . . . . . 218license. . . . . . . . . . . . . . . . . . . . . 35licenses . . . . . . . . . . . . . . . . . . . . 113media channels . . . . . . . . . . . . . . . . 166Outbound Contact . . . . . . . . . . . . . . . 142SSL . . . . . . . . . . . . . . . . . . . . . . 205Telephony . . . . . . . . . . . . . . . . . . . 124Voice Chat. . . . . . . . . . . . . . . . . . . 243

response library manager . . . . . . . . . . . . . 226rlmanager . . . . . . . . . . . . . . . . . . . . . 226root user . . . . . . . . . . . . . . . . . . . . . 40routing hints . . . . . . . . . . . . . . 141, 188, 232

adding . . . . . . . . . . . . . . . . . . 188, 232RoutingHint table . . . . . . . . . . . . . . 188, 232

running Agent Site Preparation wizard . . . . . . . 259

Ssametimeurl . . . . . . . . . . . . . . . . . 212, 216sample workflows . . . . . . . . . . . . . . . . . 88

blender flows . . . . . . . . . . . . . . . . . 390contact routing flows . . . . . . . . . . . . . 388customer management for web . . . . . . . . 390document generation flows . . . . . . . . . . 391email analysis flows . . . . . . . . . . . . . . 389location . . . . . . . . . . . . . . . . . . . 387prompter flows . . . . . . . . . . . . . . . . 394siebel flows. . . . . . . . . . . . . . . . . . 394

Scheduled Callmethod. . . . . . . . . . . . . . . . . . . . 158servers . . . . . . . . . . . . . . . . . . . . . 23

ScreenPop IC Script . . . . . . . . . . . . . . . . 75ScreenPopEnabled. . . . . . . . . . . . . . . . 281search browsers

translating column labels . . . . . . . . . . . 384searches, full-text . . . . . . . . . . . . . . . . 201SearchServer . . . . . . . . . . . . . . . . 201, 296SearchServer, see QKnowledgesecondary servers

configurations . . . . . . . . . . . . . . . . . 24creating environment . . . . . . . . . . . . . . 49ICM . . . . . . . . . . . . . . . . . . . . . 309installing . . . . . . . . . . . . . . . . . . . . 49ORB . . . . . . . . . . . . . . . . . . . . . . 49ORB domain . . . . . . . . . . . . . . . . . . 52

Secure Sockets Layer . . . . . . . . . . . . . . 204security, setting up SSL. . . . . . . . . . . . . . 204see CCQ databaseseed data

CCQ . . . . . . . . . . . . . . . . . . . 79, 377CI Repository . . . . . . . . . . . . . . . . . . 69dialer. . . . . . . . . . . . . . . . . . . . . 146

seed.cfg . . . . . . . . . . . . . . . . . . . . . . 79segmented licenses . . . . . . . . . . . . . . . .119semaphores . . . . . . . . . . . . . . . . . . . 288sequential ports . . . . . . . . . . . . . . . . . . 26Server categories . . . . . . . . . . . . . . 106, 107servers

Administrative Content Analyzer . . . . . . . . 292ADU . . . . . . . . . . . . . . . . . . . . . . 92all installations . . . . . . . . . . . . . . . . . 22Attribute . . . . . . . . . . . . . . 167, 170, 314Blender . . . . . . . . . . . . . . . . . . . 101ComHub . . . . . . . . . . . . . . . . . 168, 172Content Analyzer . . . . . . . . . . . . . . . . 23core . . . . . . . . . . . . . . . . . . . . 57, 90


Data Connector . . . . . . . . . . . . . . . . . 58dependencies . . . . . . . . . . . . . . 24, 106distributing . . . . . . . . . . . . . . . . . . . 22documents . . . . . . . . . . . . . . . . . . . 19DUStore . . . . . . . . . . . . . . . . . . . . 96EDU . . . . . . . . . . . . . . . . . . . . . . 96Email Management . . . . . . . . . . . . . . . 23HTTP Connector . . . . . . . . . . . . . . . 102ICEmail . . . . . . . . . . . . . . . . . 219, 220ICM . . . . . . . . . . . . . . . . . . . 172, 192installing . . . . . . . . . . . . . . . . . . . . 40License . . . . . . . . . . . . . . . . . . . 120locations . . . . . . . . . . . . . . . . . . . . 24Notification . . . . . . . . . . . . . . . . 219, 223Operations Content Analyzer . . . . . . . . . 293optional components . . . . . . . . . . . . . . 23Outbound Contact . . . . . . . . . . . . 23, 147Outbound Contact configuration file . . . . . . 147Paging . . . . . . . . . . . . . . . . . . 168, 173ports . . . . . . . . . . . . . . . . . . . . . . 24Predictive DialingKernel . . . . . . . . . . . . 151Report . . . . . . . . . . . . . . . . . . . . . 98Scheduled Call . . . . . . . . . . . . . . . . . 23secondary . . . . . . . . . . . . . . . . . . . 49secondary Data Connector server . . . . . . . . 54secondary Directory. . . . . . . . . . . . . . . 52secondary environment . . . . . . . . . . . . . 49shutdown order . . . . . . . . . . . . . . . . 107SoftDialer . . . . . . . . . . . . . . . . . . 150starting . . . . . . . . . . . . . . . . . . . . 105starting primary . . . . . . . . . . . . . . . . . 44startup order . . . . . . . . . . . . . . . . . 106stopping . . . . . . . . . . . . . . . . . . . 105Telephony . . . . . . . . 23, 123, 127, 128, 249TsQueueStatistics . . . . . . . . . . . . . . 123TsQueueStatistics server . . . . . . . . . . . 135VMM . . . . . . . . . . . . . . . . . . . . . 251Voice Chat . . . . . . . . . . . . . . . . . . . 23VOX . . . . . . . . . . . . . . . . . . . . . 161Web Management . . . . . . . 23, 175, 179, 254WebACD . . . . . . . . . 168, 206, 211, 216, 233Workflow . . . . 99, 137, 160, 186, 227, 245, 287

service pack updates . . . . . . . . . . . . . . . 272service ports . . . . . . . . . . . . . . . . . . . . 31

attribute server . . . . . . . . . . . . . . . . . 33ComHub server . . . . . . . . . . . . . . . . . 32Paging server. . . . . . . . . . . . . . . . . . 32webacd server . . . . . . . . . . . . . . . . . 31

servicepackversion . . . . . . . . . . . . . . . . 273setting

agent properties . . . . . . . . . . . . . . . 281

setting upadministration website . . . . . . . . . . . . . 208approval workgroup . . . . . . . . . . . . . . 238auto response loop avoidance . . . . . . . . . 241customer website . . . . . . . . . . . . . . . 213Data Connector server . . . . . . . . . . . . . . 60optional web configurations . . . . . . . . . . 166

shared browsing . . . . . . . . . . . . . . . . . 165ShowAgentsOnStartup . . . . . . . . . 281, 287, 289ShowAgentState . . . . . . . . . . . . . . . . . 289ShowAllAgents . . . . . . . . . . . . . . . . . . 289shutdown, servers . . . . . . . . . . . . . . . . 107SID, Oracle. . . . . . . . . . . . . . . . . . . . . 46Siebel flows . . . . . . . . . . . . . . . . . . . 394skills, outbound . . . . . . . . . . . . . . . . . . 284SkillsSupport . . . . . . . . . . . . . . . . . . . 289SoftDialer server . . . . . . . . . . . . . . . . . 150Solaris

configuring full-text searches . . . . . . . . . . 203configuring QKnowledge . . . . . . . . . . . . 298root user . . . . . . . . . . . . . . . . . . . . 40starting VMM . . . . . . . . . . . . . . 249, 254stopping VMM. . . . . . . . . . . . . . 249, 254troubleshooting . . . . . . . . . . . . . . . . 344updating SearchServer index. . . . . . . . . . 204windowing environment . . . . . . . . . . . . . 35

Solution Search. . . . . . . . . . . . . . . . . . 300specifying

language for translation . . . . . . . . . . . . 372specifying switch . . . . . . . . . . . . . . . . . 127SSL

configuring . . . . . . . . . . . . . . . . . . 204configuring for tenants . . . . . . . . . . . . . 207configuring WebACD server . . . . . . . . . . 206editing configuration file . . . . . . . . . . . . 206modifying properties . . . . . . . . . . . . . . 206prerequisites . . . . . . . . . . . . . . . . . 205website configuration . . . . . . . . . . . . . 205

startingData Connector server . . . . . . . . . . . . . . 62primary servers . . . . . . . . . . . . . . . . . 44servers . . . . . . . . . . . . . . . . . . . . 106VMM on Solaris . . . . . . . . . . . . . 249, 254VMM on Windows . . . . . . . . . . . . . . . 254Web Management servers . . . . . . . . 175, 254

starting servers . . . . . . . . . . . . . . . . . . 105status, email . . . . . . . . . . . . . . . . . . . 237stopping

EDU server . . . . . . . . . . . . . . . . . . 105servers . . . . . . . . . . . . . . . . . . . . 107VMM on Solaris . . . . . . . . . . . . . 249, 254

string table messagesdeleting . . . . . . . . . . . . . . . . . . . . 381


translating . . . . . . . . . . . . . . . . . . . 380summary columns

localizing . . . . . . . . . . . . . . . . . . . 385summary rows

localizing . . . . . . . . . . . . . . . . . . . 385SwapHeldEnabled . . . . . . . . . . . . . . . . . 286switch

specifying . . . . . . . . . . . . . . . . . . . 127switches

multi-site heterogeneous switch . . . . . . . . . 141Symposium Telephony server . . . . . . . . . . . 133Sys_AgentSearch . . . . . . . . . . . . . . . 88, 287Sys_Transfer . . . . . . . . . . . . . . . . . 88, 287system workflows . . . . . . . . . . . . . . . . . 88

Ttable, port assignment . . . . . . . . . . . . . . . 26tables

string table messages . . . . . . . . . . . . . 380target encoding . . . . . . . . . . . . . . . . . . 372task ceiling . . . . . . . . . . . . . . . . . . . . 279task load . . . . . . . . . . . . . . . . . . . . . 279TCP/IP ports . . . . . . . . . . . . . . . . . 24, 30telephone number formats . . . . . . . . . . . . . 74Telephony

ACDname parameter . . . . . . . . . . . . . . 125configuring. . . . . . . . . . . . . . . . . . . 123configuring IVR. . . . . . . . . . . . . . . . . 160configuring Workflow server. . . . . . . . . . . 137documents. . . . . . . . . . . . . . . . . . . 19prerequisites . . . . . . . . . . . . . . . . . . 124servers . . . . . . . . . . . . . . . . . . . . 23specifying switch . . . . . . . . . . . . . . . . 127voice chat . . . . . . . . . . . . . . . . . . . 243voice queue . . . . . . . . . . . . . . . . . . 125workflows . . . . . . . . . . . . . . . . . . . 138

Telephony serverabout . . . . . . . . . . . . . . . . . . . . . 123Aspect. . . . . . . . . . . . . . . . . . . . . 130creating . . . . . . . . . . . . . . . . . . . . 128DEFINITY . . . . . . . . . . . . . . . . . . . 129Meridian Link . . . . . . . . . . . . . . . . . 132Symposium . . . . . . . . . . . . . . . . . . 133voice chat . . . . . . . . . . . . . . . . . . . 249

templates, email . . . . . . . . . . . . . . . . . . 234temporary location . . . . . . . . . . . . . . . . . 69temporary table location . . . . . . . . . . . . . . 68testing

agent installation . . . . . . . . . . . . . . . . 267agents . . . . . . . . . . . . . . . . . . . . . 276

threshold, autoresponse . . . . . . . . . . . . . . 241timeout . . . . . . . . . . . . . . . . . . . . . . 67

titlestranslating in forms . . . . . . . . . . . . . . 382

TransferFlowName . . . . . . . . . . . . . . . . 289translating

about. . . . . . . . . . . . . . . . . . . . . 379enabling . . . . . . . . . . . . . . . . . . . 372forms. . . . . . . . . . . . . . . . . . . . . 381labels

enumeration fields . . . . . . . . . . . . . 386groups . . . . . . . . . . . . . . . . . . 382in-form browsers . . . . . . . . . . . . . 384objects . . . . . . . . . . . . . . . . . . 383search browser columns . . . . . . . . . . 384

string table messages . . . . . . . . . . . . . 380titles

forms . . . . . . . . . . . . . . . . . . . 382troubleshooting

uninstalling . . . . . . . . . . . . . . . . 367, 368TS flows . . . . . . . . . . . . . . . . . . . . . . 89TS server

see Telephony serverTS.IncomingCall . . . . . . . . . . . . . . . 137, 245TSQS server

see TsQueueStatistics serverTsQueueStatistics server

about. . . . . . . . . . . . . . . . . . . . . 123creating . . . . . . . . . . . . . . . . . . . 135

UUADStringFormat . . . . . . . . . . . . . . . . 290UILanguage . . . . . . . . . . . . . . . . . . . 378Unified Agent Directory

configuring . . . . . . . . . . . . . . . . . . 286configuring Workflow server . . . . . . . . . . 287

uninstalling . . . . . . . . . . . . . . . . . 367, 368updates

language pack . . . . . . . . . . . . . . . . 272point patch . . . . . . . . . . . . . . . . . . 272service pack . . . . . . . . . . . . . . . . . 272

updates, automatic . . . . . . . . . . . . . . . . 272updating

ADU server . . . . . . . . . . . . . . . . . . . 92Blender server . . . . . . . . . . . . . . . . 101Directory server. . . . . . . . . . . . . . . . . 72DUStore server . . . . . . . . . . . . . . . . . 96SearchServer index on Solaris . . . . . . . . . 204SearchServer index on Windows. . . . . . . . 202version.html . . . . . . . . . . . . . . . . . 274Workflow server . . . . . . . . . . . . . . . . 99


Vversion.html . . . . . . . . . . . . . . . . . . . 274vesp.imp. . . . . . . . . . . . . . . . . . . . . 310

copying . . . . . . . . . . . . . . . . . 47, 264virtual directory. . . . . . . . . . . . . . . . . . 264VMM

starting on Solaris. . . . . . . . . . . . . 249, 254starting on Windows . . . . . . . . . . . . . 254stopping on Solaris . . . . . . . . . . . . 249, 254

VMM server . . . . . . . . . . . . . . . . . . . 251voice channel

prerequisites . . . . . . . . . . . . . . . . . 124Voice Chat

configuring . . . . . . . . . . . . . . . . . . 243configuring gateway. . . . . . . . . . . . . . 250configuring Telephony server . . . . . . . . . 249configuring Workflow server . . . . . . . . . . 245prerequisites . . . . . . . . . . . . . . . . . 243servers . . . . . . . . . . . . . . . . . . . . . 23workflows . . . . . . . . . . . . . . . . . . 246

voice chatconfiguring VMM . . . . . . . . . . . . . . . 251configuring workflows . . . . . . . . . . . . . 253

voice chat flow . . . . . . . . . . . . . . . . . . 248Voice Media Manager . . . . . . . . . . . . . . 251voice queue . . . . . . . . . . . . . . . . . . . 125VOIP . . . . . . . . . . . . . . . . . . . . . . 243VOX

see IVRVOX server

creating . . . . . . . . . . . . . . . . . . . 161VRU. . . . . . . . . . . . . . . . . . . . . . . 161

WWACD flows . . . . . . . . . . . . . . . . . . . . 89WACD server

see WebACD serverwacd.qualifychat . . . . . . . . . . . . . . . . . 186Web Automatic Call Distributor server

see WebACD serverWeb License Manager

changing password . . . . . . . . . . . . . . 121configuring . . . . . . . . . . . . . . . . . . .115installing license . . . . . . . . . . . . . . . .117installing multi-site license . . . . . . . . . . . .119

Web Managementadministration pages . . . . . . . . . . . . . 191configuration files . . . . . . . . . . . . . . . 360configuring . . . . . . . . . . . . . . . . . . 165configuring SSL. . . . . . . . . . . . . . . . 204

configuring Workflow server . . . . . . . . . . 186full-text searches . . . . . . . . . . . . . . . 201ICM bridge . . . . . . . . . . . . . . . . . . 192ICM server . . . . . . . . . . . . . . . . . . 192log files . . . . . . . . . . . . . . . . . . . . 360optional configuration . . . . . . . . . . . . . 166routing hints . . . . . . . . . . . . . . . 141, 188Scheduled Call . . . . . . . . . . . . . . . . . 23servers . . . . . . . . . . . . . . . . . . 23, 179shared browsing. . . . . . . . . . . . . . . . 165starting servers . . . . . . . . . . . . . 175, 254voice chat . . . . . . . . . . . . . . . . . . . 243website . . . . . . . . . . . . . . . . . . . . 198workflows . . . . . . . . . . . . . . . . . . . 187workgroups . . . . . . . . . . . . . . . . . . 276

Web Scheduled Callscheduled call method . . . . . . . . . . . . . 158

Web Scheduled Calls . . . . . . . . . . . . . . . 284configuring . . . . . . . . . . . . . . . . . . 157prerequisites . . . . . . . . . . . . . . . . . 157

Web Self-Service . . . . . . . . . . . . . . . . . 201web server, agent installer. . . . . . . . . . . . . 270WebACD server . . . . . . . . . . . . . . . . . 168

administration website . . . . . . . . . . . . . 211creating . . . . . . . . . . . . . . . . . . . . 168customer website . . . . . . . . . . . . . . . 216Email Management . . . . . . . . . . . . . . 233SSL . . . . . . . . . . . . . . . . . . . . . 206

webacd serverchanging service port . . . . . . . . . . . . . . 31

webadmin.cfg. . . . . . . . . . . . . . . . . . . 206WebChannel server

see HTTP Connector serverWebLM server . . . . . . . . . . . . . . . . . . 120WebQ . . . . . . . . . . . . . . . . . . . . . . 295WebRouting flows . . . . . . . . . . . . . . . . . 89WebServerPort . . . . . . . . . . . . . . . . . . 285WebServerProtocol . . . . . . . . . . . . . . . . 285WebServerWebsite . . . . . . . . . . . . . . . . 285Website

administration . . . . . . . . . . . . . . . . . 208configuring . . . . . . . . . . . . . . . 183, 198disabling CIRS servlet . . . . . . . . . . . . . 313enabling CIRS servlet . . . . . . . . . . . . . 312scheduled call method . . . . . . . . . . . . . 158SSL . . . . . . . . . . . . . . . . . . . . . 205Web Scheduled Calls . . . . . . . . . . . . . 157

websitecustomer . . . . . . . . . . . . . . . . . . . 213

website.pages.public property . . . . . . . . . . . 207websitecontext . . . . . . . . . . . . . . . . . . 312Windows


configuring full-text searches . . . . . . . . . . 202starting VMM. . . . . . . . . . . . . . . . . . 254updating SearchServer index . . . . . . . . . . 202

wizard, Agent Site Preparation . . . . . . . . . . . 259Workflow server

about . . . . . . . . . . . . . . . . . . . . . 92configuring for Email Management . . . . . . . 227configuring for IVR . . . . . . . . . . . . . . . 160configuring for Telephony . . . . . . . . . . . . 137configuring for Unified Agent Directory . . . . . . 287configuring for Voice Chat . . . . . . . . . . . 245configuring for Web Management . . . . . . . . 186loading flows . . . . . . . . . . . . . . . . . . 140port . . . . . . . . . . . . . . . . . . . . . . 25restarting . . . . . . . . . . . . . 187, 229, 246updating . . . . . . . . . . . . . . . . . . . . 99

workflowsblender flows. . . . . . . . . . . . . . . . . . 390building . . . . . . . . . . . . . . . . . . . . 140contact routing flows . . . . . . . . . . . . . . 388customer management for web . . . . . . . . . 390document generation flows . . . . . . . . . . . 391documents. . . . . . . . . . . . . . . . . . . 19email analysis flows . . . . . . . . . . . . . . 389Email Management. . . . . . . . . . . . . . . 230incoming voice chat . . . . . . . . . . . . . . 248Letter Generator . . . . . . . . . . . . . . . . 307loading . . . . . . . . . . . . . . . . . . . . 140prompter flows . . . . . . . . . . . . . . . . . 394qualify chat . . . . . . . . . . . . . . . 141, 188qualify email . . . . . . . . . . . . . . . . . . 232sample . . . . . . . . . . . . . . . . . . 88, 387siebel flows . . . . . . . . . . . . . . . . . . 394system . . . . . . . . . . . . . . . . . . . . 88Telephony . . . . . . . . . . . . . . . . . . . 138Voice Chat. . . . . . . . . . . . . . . . . . . 246voice chat . . . . . . . . . . . . . . . . 248, 253Web Management . . . . . . . . . . . . . . . 187

WorkflowServerName . . . . . . . . . . . . 289, 290workgroup . . . . . . . . . . . . . . . . . . . . 276

approval . . . . . . . . . . . . . . . . . . . . 238WrapupEnabled . . . . . . . . . . . . . . . . . . 281WrapupFlow . . . . . . . . . . . . . . . . . . . 282WrapupFlowSet . . . . . . . . . . . . . . . . . . 282

XXML encoding . . . . . . . . . . . . . . . . . . . 372X-Windows . . . . . . . . . . . . . . . . . . 35, 167

Avaya™ Interaction CenterAvaya™ Interaction Center 6.0.2 Installation and Configuration Guide...

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