Installing Avaya Aura® Call Center Elite

Multichannel

Release 6.3.x
August 2014
© 2014 Avaya Inc. applicable number of licenses and units of capacity for which the
license is granted will be one (1), unless a different number of
All Rights Reserved. licenses or units of capacity is specified in the documentation or other
Notice materials available to you. “Software” means Avaya’s computer
programs in object code, provided by Avaya or an Avaya Channel
While reasonable efforts have been made to ensure that the Partner, whether as stand-alone products, pre-installed , or remotely
information in this document is complete and accurate at the time of accessed on hardware products, and any upgrades, updates, bug
printing, Avaya assumes no liability for any errors. Avaya reserves fixes, or modified versions thereto. “Designated Processor” means a
the right to make changes and corrections to the information in this single stand-alone computing device. “Server” means a Designated
document without the obligation to notify any person or organization Processor that hosts a software application to be accessed by
of such changes. multiple users. “Instance” means a single copy of the Software
Documentation disclaimer executing at a particular time: (i) on one physical machine; or (ii) on
one deployed software virtual machine (“VM”) or similar deployment.
“Documentation” means information published by Avaya in varying
mediums which may include product information, operating License types
instructions and performance specifications that Avaya may generally Designated System(s) License (DS). End User may install and use
make available to users of its products and Hosted Services. each copy or an Instance of the Software only on a number of
Documentation does not include marketing materials. Avaya shall not Designated Processors up to the number indicated in the order.
be responsible for any modifications, additions, or deletions to the Avaya may require the Designated Processor(s) to be identified in
original published version of documentation unless such the order by type, serial number, feature key, Instance, location or
modifications, additions, or deletions were performed by Avaya. End other specific designation, or to be provided by End User to Avaya
User agrees to indemnify and hold harmless Avaya, Avaya's agents, through electronic means established by Avaya specifically for this
servants and employees against all claims, lawsuits, demands and purpose.
judgments arising out of, or in connection with, subsequent
modifications, additions or deletions to this documentation, to the Concurrent User License (CU). End User may install and use the
extent made by End User. Software on multiple Designated Processors or one or more Servers,
so long as only the licensed number of Units are accessing and using
Link disclaimer the Software at any given time. A “Unit” means the unit on which
Avaya is not responsible for the contents or reliability of any linked Avaya, at its sole discretion, bases the pricing of its licenses and can
websites referenced within this site or documentation provided by be, without limitation, an agent, port or user, an e-mail or voice mail
Avaya. Avaya is not responsible for the accuracy of any information, account in the name of a person or corporate function (e.g.,
statement or content provided on these sites and does not webmaster or helpdesk), or a directory entry in the administrative
necessarily endorse the products, services, or information described database utilized by the Software that permits one user to interface
or offered within them. Avaya does not guarantee that these links will with the Software. Units may be linked to a specific, identified Server
work all the time and has no control over the availability of the linked or an Instance of the Software.
pages. Copyright
Warranty Except where expressly stated otherwise, no use should be made of
Avaya provides a limited warranty on Avaya hardware and software. materials on this site, the Documentation, Software, Hosted Service,
Refer to your sales agreement to establish the terms of the limited or hardware provided by Avaya. All content on this site, the
warranty. In addition, Avaya’s standard warranty language, as well as documentation, Hosted Service, and the Product provided by Avaya
information regarding support for this product while under warranty is including the selection, arrangement and design of the content is
available to Avaya customers and other parties through the Avaya owned either by Avaya or its licensors and is protected by copyright
Support website: http://support.avaya.com or such successor site as and other intellectual property laws including the sui generis rights
designated by Avaya. Please note that if you acquired the product(s) relating to the protection of databases. You may not modify, copy,
from an authorized Avaya Channel Partner outside of the United reproduce, republish, upload, post, transmit or distribute in any way
States and Canada, the warranty is provided to you by said Avaya any content, in whole or in part, including any code and software
Channel Partner and not by Avaya. unless expressly authorized by Avaya. Unauthorized reproduction,
transmission, dissemination, storage, and or use without the express
Licenses written consent of Avaya can be a criminal, as well as a civil offense
THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA under the applicable law.
WEBSITE, HTTP://SUPPORT.AVAYA.COM/LICENSEINFO OR Third Party Components
SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, ARE
APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR “Third Party Components” mean certain software programs or
INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., portions thereof included in the Software or Hosted Service may
ANY AVAYA AFFILIATE, OR AN AVAYA CHANNEL PARTNER (AS contain software (including open source software) distributed under
APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH third party agreements (“Third Party Components”), which contain
AVAYA OR AN AVAYA CHANNEL PARTNER. UNLESS terms regarding the rights to use certain portions of the Software
OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES (“Third Party Terms”). As required, information regarding distributed
NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS Linux OS source code (for those Products that have distributed Linux
OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA OS source code) and identifying the copyright holders of the Third
AFFILIATE OR AN AVAYA CHANNEL PARTNER; AVAYA Party Components and the Third Party Terms that apply is available
RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU in the Documentation or on Avaya’s website at: http://
AND ANYONE ELSE USING OR SELLING THE SOFTWARE support.avaya.com/Copyright or such successor site as designated
WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR by Avaya. You agree to the Third Party Terms for any such Third
USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, Party Components.
YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM Note to Service Provider
YOU ARE INSTALLING, DOWNLOADING OR USING THE
SOFTWARE (HEREINAFTER REFERRED TO The Product or Hosted Service may use Third Party Components
INTERCHANGEABLY AS “YOU” AND “END USER”), AGREE TO subject to Third Party Terms that do not allow hosting and require a
THESE TERMS AND CONDITIONS AND CREATE A BINDING Service Provider to be independently licensed for such purpose. It is
CONTRACT BETWEEN YOU AND AVAYA INC. OR THE your responsibility to obtain such licensing.
APPLICABLE AVAYA AFFILIATE (“AVAYA”). Preventing Toll Fraud
Avaya grants you a license within the scope of the license types “Toll Fraud” is the unauthorized use of your telecommunications
described below, with the exception of Heritage Nortel Software, for system by an unauthorized party (for example, a person who is not a
which the scope of the license is detailed below. Where the order corporate employee, agent, subcontractor, or is not working on your
documentation does not expressly identify a license type, the company's behalf). Be aware that there can be a risk of Toll Fraud
applicable license will be a Designated System License. The associated with your system and that, if Toll Fraud occurs, it can
result in substantial additional charges for your telecommunications
services.
Avaya Toll Fraud intervention
If you suspect that you are being victimized by Toll Fraud and you
need technical assistance or support, call Technical Service Center
Toll Fraud Intervention Hotline at +1-800-643-2353 for the United
States and Canada. For additional support telephone numbers, see
the Avaya Support website: http://support.avaya.com or such
successor site as designated by Avaya. Suspected security
vulnerabilities with Avaya products should be reported to Avaya by
sending mail to: [email protected].
Trademarks
The trademarks, logos and service marks (“Marks”) displayed in this
site, the Documentation, Hosted Service(s), and Product(s) provided
by Avaya are the registered or unregistered Marks of Avaya, its
affiliates, or other third parties. Users are not permitted to use such
Marks without prior written consent from Avaya or such third party
which may own the Mark. Nothing contained in this site, the
Documentation, Hosted Service(s) and Product(s) should be
construed as granting, by implication, estoppel, or otherwise, any
license or right in and to the Marks without the express written
permission of Avaya or the applicable third party.
Avaya is a registered trademark of Avaya Inc.
All non-Avaya trademarks are the property of their respective owners.
Linux® is the registered trademark of Linus Torvalds in the U.S. and
other countries.
Downloading Documentation
For the most current versions of Documentation, see the Avaya
Support website: http://support.avaya.com, or such successor site as
designated by Avaya.
Contact Avaya Support
See the Avaya Support website: http://support.avaya.com for Product
or Hosted Service notices and articles, or to report a problem with
your Avaya Product or Hosted Service. For a list of support telephone
numbers and contact addresses, go to the Avaya Support website:
http://support.avaya.com (or such successor site as designated by
Avaya), scroll to the bottom of the page, and select Contact Avaya
Support.
 Contents

Chapter 1: Introduction..........................................................................................................  11

Purpose................................................................................................................................ 11
Intended audience................................................................................................................. 11
Reasons for reissue............................................................................................................... 11
Document changes since last issue........................................................................................  11
Related resources.................................................................................................................  12
Documentation................................................................................................................ 12
Training..........................................................................................................................  14
Viewing Avaya Mentor videos........................................................................................... 14
Support................................................................................................................................  15
Chapter 2: Overview...............................................................................................................  16
Installation options................................................................................................................. 17
Supported languages............................................................................................................. 17
XML server failover................................................................................................................ 18
Upgrade to Release 6.3.x....................................................................................................... 18
Installation requirements........................................................................................................  18
Requirements for Desktop components............................................................................. 18
Requirements for Server components...............................................................................  19
Requirements for Developer components.......................................................................... 21
Chapter 3: Supported products............................................................................................. 22
Supported Avaya products.....................................................................................................  22
Supported non-Avaya products..............................................................................................  22
Secure Access Link...............................................................................................................  23
Chapter 4: Installing and configuring Desktop components.............................................. 25
Call Center Elite Multichannel Desktop installation...................................................................  25
Installing Call Center Elite Multichannel Desktop silently..................................................... 25
Installing Call Center Elite Multichannel Desktop manually.................................................. 25
Call Center Elite Multichannel Desktop configuration................................................................ 28
Configuring Media Director............................................................................................... 28
Configuring Presence......................................................................................................  29
Configuring Session Notes............................................................................................... 30
Configuring Telephony..................................................................................................... 31
Configuring User.............................................................................................................  32
Configuring Voice............................................................................................................ 35
Configuring IDS View Client.............................................................................................  37
Configuring Directory.......................................................................................................  38
Configuring Enhanced Dial............................................................................................... 38
Configuring Quick Dial.....................................................................................................  40
Configuring Custom Buttons............................................................................................. 41

4 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Contents

Configuring Email............................................................................................................ 43
Configuring Simple Messaging.........................................................................................  43
Configuring HTML Editor.................................................................................................. 44
Configuring Language.....................................................................................................  45
Configuring Wallboard.....................................................................................................  45
Configuring iClarity..........................................................................................................  54
Configuring Microsoft Dynamics CRM...............................................................................  56
Configuring DMCC..........................................................................................................  59
.Net Remote Connection........................................................................................................ 60
Language customization........................................................................................................  61
Creating a custom language............................................................................................. 61
Selecting a custom language for an agent.........................................................................  62
Customizing a language for Call Center Elite Multichannel Desktop..................................... 63
Rules management...............................................................................................................  63
Creating a rule................................................................................................................  64
Rule storage...................................................................................................................  66
Device Media Call Control (DMCC)......................................................................................... 66
DMCC overview..............................................................................................................  66
DMCC modes.................................................................................................................  67
Microsoft Dynamics CRM integration......................................................................................  68
Integrating IronPython script................................................................................................... 69
Sample script..................................................................................................................  70
Call Center Elite Multichannel Reporting installation.................................................................  71
Requirements for Call Center Elite Multichannel Reporting.................................................  71
Installing Call Center Elite Multichannel Reporting.............................................................. 71
Verifying SQL Server Reporting Services..........................................................................  73
Media Proxy installation.........................................................................................................  74
Installing Media Proxy...................................................................................................... 75
Chapter 5: Installing Server applications.............................................................................  76
Requirements for installing server applications........................................................................  76
Call Center Elite Multichannel core services......................................................................  76
Services for Voice only configuration................................................................................. 76
Services for Email only configuration................................................................................. 77
Services for Messaging configuration................................................................................ 77
Services for Call Routing configuration.............................................................................. 77
Services for Outbound (Preview or Progressive)................................................................  77
Installing and configuring IIS on Microsoft Windows Server 2008..............................................  78
Installation of Server applications............................................................................................ 79
Installing License Director................................................................................................  79
Installing Call Routing Server...........................................................................................  80
Installing Configuration Server.......................................................................................... 83
Installing Task Director....................................................................................................  84
Configuring Task Director................................................................................................. 85

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 5

Comments? [email protected]
Contents

Installing Interaction Data Server......................................................................................  86

Installing Trace System.................................................................................................... 89
Installing Call Recording Config Service............................................................................  90
Installing Experience Portal Config Server ........................................................................  91
Installing Media Director................................................................................................... 92
Installing Virtual Agent.....................................................................................................  93
Installing XML Server....................................................................................................... 94
Installing Media Stores..................................................................................................... 95
Installing Application Management Service........................................................................ 96
Post installation procedure.....................................................................................................  97
Configuring Application Enablement Services....................................................................  97
Chapter 6: Installing Media Gateways..................................................................................  99
Gateways.............................................................................................................................  99
Checklist for installing Web Chat Gateway............................................................................. 100
Installing Web Chat for IIS.................................................................................................... 100
Configuring Web Chat through IIS Manager..........................................................................  102
Installing Media Gateways...................................................................................................  103
Configuring Media Gateways................................................................................................ 104
Chapter 7: Installing Developer components..................................................................... 105
Requirements for installing Developer components................................................................  105
Call Center Elite Multichannel Developer installation..............................................................  105
XML Client.................................................................................................................... 106
Multimedia common libraries..........................................................................................  106
Plug-in common libraries................................................................................................ 106
Installing Call Center Elite Multichannel Developer........................................................... 106
Chapter 8: Installing utilities................................................................................................ 108
SQL Server installation........................................................................................................  108
Supported editions........................................................................................................  108
Requirements for SQL Server........................................................................................  108
SQL Server configuration..................................................................................................... 109
Configuring SQL Server.................................................................................................  109
Configuring database settings for SQL Server.................................................................  110
Database creation.........................................................................................................  111
WebLM installation........................................................................................................  112
WebLM configuration..................................................................................................... 116
Fixing security vulnerabilities..........................................................................................  118
Accessing WebLM......................................................................................................... 119
Installing Application Enablement Services TSAPI Client..................................................  120
Quick Installer - Server Edition.......................................................................................  120
Experience Portal Application Updater............................................................................  122
Microsoft Dynamics CRM Server implementation............................................................. 124
Microsoft Dynamics CRM Server customization...............................................................  124
Chapter 9: Inventory of Call Center Elite Multichannel.....................................................  126

6 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Contents

Inventory of Call Center Elite Multichannel............................................................................. 126

Collecting Call Center Elite Multichannel inventory...........................................................  127
Chapter 10: User authentication in Call Center Elite Multichannel.................................. 129
User authentication in Call Center Elite Multichannel.............................................................. 129
Enabling user authentication in a domain........................................................................  129
Enabling user authentication for users............................................................................. 130
Chapter 11: Agent event notification..................................................................................  132
Enable Agent Event Notification............................................................................................ 132
Requirements for enabling agent events.........................................................................  132
Configuration for enabling agent events..........................................................................  132
Operations for enabling agent events.............................................................................. 133
Troubleshooting for enabling agent events......................................................................  133
Appendix A: Desktop configuration.................................................................................... 134
Desktop Configuration.........................................................................................................  134
Parameter configuration through Configuration Server.....................................................  134
Parameter configuration through the configuration file......................................................  134
Parameters in the configuration file.......................................................................................  134
General parameters....................................................................................................... 134
Error Logging parameters..............................................................................................  136
License Director parameters........................................................................................... 138
Windows layout parameters...........................................................................................  138
Plug In Assembly List....................................................................................................  139
iClarity parameters........................................................................................................  141
Spell Checker parameters.............................................................................................. 141
Directory parameters.....................................................................................................  142
Work Item History parameters........................................................................................  143
Preview Contact parameters..........................................................................................  144
Email parameters..........................................................................................................  145
Work Item Notes parameters.......................................................................................... 146
Voice parameters..........................................................................................................  146
CallInfo.A parameters....................................................................................................  148
CallInfo.B parameters....................................................................................................  148
CallInfo.C parameters.................................................................................................... 149
CallInfo.D parameters.................................................................................................... 149
Work Item Alert parameters............................................................................................ 149
Telephony parameters...................................................................................................  150
User parameters...........................................................................................................  151
Media Controller parameters..........................................................................................  151
Simple Messaging parameters.......................................................................................  152
External Application Container parameters......................................................................  153
External Application 1 and External Application 2 parameters...........................................  154
Auto Text parameters....................................................................................................  155
Printing parameters.......................................................................................................  156

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 7

Comments? [email protected]
Contents

External Application Execute parameters........................................................................  157

Session Notes parameters.............................................................................................  158
Presence parameters....................................................................................................  158
Close Suspend Work Item parameters............................................................................  158
IDS View Client parameters...........................................................................................  159
Rules parameters.......................................................................................................... 159
Desktop Utility parameters.............................................................................................  160
Wallboard parameters...................................................................................................  160
GN8120 Headset parameters......................................................................................... 160
Customized Forms parameters....................................................................................... 161
Work Item Creation parameters......................................................................................  161
ASTimeInAUXDisplay parameters..................................................................................  161
ASDialEnhancement parameters.................................................................................... 162
ASQuickDial parameters................................................................................................ 162
Contact Management parameters................................................................................... 162
Save Close Document Window parameters..................................................................... 164
Python Breakout parameters..........................................................................................  164
ASCustomRulesButtons parameters...............................................................................  164
Microsoft Dynamics CRM GUI Plugin parameters............................................................  165
Appendix B: Command line parameters............................................................................. 166
Parameters......................................................................................................................... 166
Application Name /z....................................................................................................... 166
Primary Server Name /s................................................................................................. 166
Primary Server Port /p...................................................................................................  167
Secondary Server Name /s2........................................................................................... 167
Secondary Server Port /p2.............................................................................................  167
Configuration Filter /a....................................................................................................  167
File Name /f..................................................................................................................  168
Logging State /t............................................................................................................. 168
Password Encryption /pwd.............................................................................................  168
Command Line Format..................................................................................................  168
Specifying Configuration Server as Data Source during installation.........................................  169
Specifying .ini on Shared Network as Data Source during installation......................................  170
Changing Data Source from .ini to Configuration Server.........................................................  170
Performing silent install........................................................................................................ 171
Appendix C: Configuration data commands...................................................................... 173
Configuration Data Commands overview............................................................................... 173
Token delimiter.............................................................................................................  173
Commands.........................................................................................................................  173
LOOKUP......................................................................................................................  174
WINENV....................................................................................................................... 175
ENCRYPT....................................................................................................................  175
ENCRYPTED................................................................................................................ 176

8 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Contents

STRCAT....................................................................................................................... 176
SUBSTR....................................................................................................................... 176
Keywords...........................................................................................................................  177
COMPUTERNAME........................................................................................................ 177
IPADDRESS................................................................................................................. 177
USERNAME.................................................................................................................  177
TIME............................................................................................................................  177
DATE...........................................................................................................................  178
CWD............................................................................................................................  178
WINDIR........................................................................................................................ 178
WINSYSDIR.................................................................................................................  178
WINTEMPDIR............................................................................................................... 178
Literal Data Support............................................................................................................. 179
Nested Commands.............................................................................................................. 179
Recursive Loop Protection...................................................................................................  179
Resolution Precedence/Reentrancy......................................................................................  179
Include Directive.................................................................................................................. 180
INCLUDE_CONFIGURATION..............................................................................................  180
Appendix D: Default port numbers.....................................................................................  181
Default port numbers...........................................................................................................  181
Advanced Microsoft Dynamics CRM Connector...............................................................  181
AOL-ICQ Instant Messenger Gateway............................................................................  181
Application Management Service.................................................................................... 181
Configuration Server...................................................................................................... 182
Email Media Store.........................................................................................................  182
Interaction Data Service....................................................................................................... 182
Interaction Data Server - Voice and Presence.................................................................. 182
Interaction Data Server - Multimedia...............................................................................  182
Interaction Data Server - View........................................................................................  183
License Director............................................................................................................  183
Media Director..............................................................................................................  183
Media Proxy.................................................................................................................. 183
Media Proxy (Windows Service).....................................................................................  184
MSN Messenger Gateway.............................................................................................  184
Preview Contact Media Store.........................................................................................  184
Short Message Service Gateway.................................................................................... 184
Simple Messaging Media Store......................................................................................  184
Virtual Agent.................................................................................................................  184
Voice Media Store.........................................................................................................  185
Web Chat Gateway.......................................................................................................  185
XML Server................................................................................................................... 185
WebLM Server..............................................................................................................  185
Experience Portal Server...............................................................................................  186

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 9

Comments? [email protected]
Contents

Call Recording..............................................................................................................  186

TTrace Server............................................................................................................... 186
SQL Server................................................................................................................... 186
Appendix E: Configuring Avaya Call Recorder.................................................................. 187
®
Checklist for configuring Avaya Aura Communication Manager.............................................  187
®
Verifying Avaya Aura Communication Manager License.................................................. 187
Obtaining CLAN IP address...........................................................................................  188
Administering CTI Link for TSAPI.................................................................................... 188
Administering System Parameters Features....................................................................  188
Administering Class of Restriction................................................................................... 189
Administering Agent Stations.......................................................................................... 189
Administering Codec Set................................................................................................ 189
Administering Network Region........................................................................................ 190
Administering Virtual IP Softphones................................................................................  190
Assigning Virtual IP Softphones to Network Region.......................................................... 191
®
Checklist for configuring Avaya Aura Application Enablement Services..................................  191
®
Launching Avaya Aura Application Enablement Services Console...................................  191
Verifying DMCC and TSAPI Licenses.............................................................................  192
Administering TSAPI Link............................................................................................... 192
Obtaining H.323 Gatekeeper IP Address......................................................................... 193
Disabling Security Database........................................................................................... 193
Restarting TSAPI Service............................................................................................... 193
®
Administering Avaya Aura Contact Recorder User for DMCC..........................................  194
®
Administering Avaya Aura Contact Recorder User for TSAPI........................................... 194
®
Checklist for configuring Avaya Aura Contact Recorder........................................................  194
®
Launching Avaya Aura Contact Recorder......................................................................  195
Administering Recorder Information................................................................................  195
Administering Contact Center Information.......................................................................  195
Administering Bulk Recording......................................................................................... 196
Adding EMC server IP address....................................................................................... 197
®
Verifying Avaya Aura Contact Recorder Recording Playback........................................... 198
Configuring Call Center Elite MultichannelCall Recording Server....................................... 198

10 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
Chapter 1: Introduction

Purpose
This document describes Avaya Aura® Call Center Elite Multichannel and explains the installation,
configuration, and licensing requirements of the product.

Intended audience
This document is intended for solution engineers, Avaya Professional Services personnels,
business partners, and system administrators.

Reasons for reissue

• Added information about Microsoft Windows 8 and Microsoft Windows 8.1.
• Updated the Supported non-Avaya products on page 22 section.
• Updated the Queue details on page 50 section.
• Added a procedure to install and configure Internet Information Services (IIS) on Microsoft
Windows Server 2008.
• Added a procedure to configure Web Chat through IIS Manager.

Document changes since last issue

In Installing Avaya Aura® Call Center Elite Multichannel, the content from the following guides is
merged and added to the relevant sections and chapters. The guides listed in the table are obsolete:

Document Location
Web Chat Gateway User Guide Installing Media Gateways on page 103

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 11

Comments? [email protected]
Introduction

Document Location
AOL-ICQ Instant Messenger Gateway User Guide Installing Media Gateways on page 103
Communicator Gateway User Guide Installing Media Gateways on page 103
Short Message Service Gateway User Guide Installing Media Gateways on page 103
MSN Messenger Gateway User Guide Installing Media Gateways on page 103
XMPP Gateway User Guide Installing Media Gateways on page 103
Avaya Call Recorder Configuring Avaya Call Recorder on
page 187

Related resources

Documentation
The following table lists the related documents for the Avaya Aura® Call Center Elite Multichannel
product. You can download the documents from the Avaya Support website at http://
support.avaya.com/.
Title Description Audience
®
Avaya Aura Call Center Elite Provides an overview of Call • Sales engineers
Multichannel Call Routing Server Routing Server that enables
• Solution architects
User Guide intelligent call routing for
inbound calls in Call Center • Implementation engineers
Elite Multichannel.
• System administrators
®
Avaya Aura Call Center Elite Provides information about • Programmers
Multichannel Configuration Client the Configuration Client
Developer Guide Developer application, which
is a control that facilitates an
application to transparently
access the configuration
information from any location.
Administering Avaya Aura® Call Provides information about • Sales engineers
Center Elite Multichannel how to manage databases,
• Solution architects
configure Call Center Elite
Multichannel services, and • Implementation engineers
administer Avaya Aura®
• System administrators
Communication Manager.
Avaya Aura® Call Center Elite Provides an overview of the • Sales engineers
Multichannel Overview Guide Call Center Elite Multichannel
• Implementation engineers
features.
• System administrators

12 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Related resources

Title Description Audience

®
Avaya Aura Call Center Elite Provides information about • Sales engineers
Multichannel Desktop User Guide Call Center Elite Multichannel
• Solution architects
Desktop and describes how
to use Call Center Elite • Implementation engineers
Multichannel Desktop to
• System administrators
receive, view, and respond to
voice and multimedia work • End users
items.
Avaya Aura® Call Center Elite Provides information about • Sales engineers
Multichannel Application how to install and administer
• Solution architects
Management Service User Guide Application Management
Service in Call Center Elite • Implementation engineers
Multichannel.
Avaya Aura® Call Center Elite Provides information about • Implementation engineers
Multichannel Upgrade and Migration how to upgrade or migrate
• Solution architects
Guide Avaya Aura® Call Center Elite
Multichannel from Release
6.2.x to Release 6.3.1.
The Upgrade Sequence
section in the respective
upgrading chapters provides
a high-level overview of the
process.
Avaya Aura® Call Center Elite Provides information about • Sales engineers
Multichannel Reporting User Guide the reports for Agents,
• Solution architects
Customers, Interaction,
Program and Schedule, • Implementation engineers
Skills, and VDNs. This guide
also provides information
about historical reports and
real-time reports.
Avaya Aura® Call Center Elite Provides an overview of the • Sales engineers
Multichannel TTrace Console User TTrace Console application.
• Solution architects
Guide
• Implementation engineers
Installing TTrace Console for Avaya Provides information about • Implementation engineers
Aura® Call Center Elite Multichannel how to install and configure
TTrace.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 13

Comments? [email protected]
Introduction

Training
The following courses are available on the Avaya Learning website at http://www.avaya-
learning.com. After logging in to the website, enter the course code or the course title in the Search
field and press Enter or click > to search for the course.
Course code Course title
5C00092W Avaya Aura® Call Center Elite Multichannel Overview
10C00010E Knowledge Access: Avaya Aura® Call Center Elite Multichannel Implementation
10C00094V Avaya Aura® Call Center Elite Multichannel Implementation and Maintenance
4302 Avaya Aura® Call Center Elite Multichannel Implementation Test
0C00060E Knowledge Collection Access: Avaya Aura® Call Center Elite Portfolio
E: Self-paced in virtual campus
W: Web (online) course
V: Virtual

Viewing Avaya Mentor videos

Avaya Mentor videos provide technical content on how to install, configure, and troubleshoot Avaya
products.
About this task
Videos are available on the Avaya Support website, listed under the video document type, and on
the Avaya-run channel on YouTube.
Procedure
• To find videos on the Avaya Support website, go to support.avaya.com and perform one of the
following actions:
- In Search, type Avaya Mentor Videos to see a list of the available videos.
- In Search, type the product name. On the Search Results page, select Video in the
Content Type column on the left.
• To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor and
perform one of the following actions:
- Enter a key word or key words in the Search Channel to search for a specific product or
topic.
- Scroll down Playlists, and click the name of a topic to see the available list of videos posted
on the website.
Note:
Videos are not available for all products.

14 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Support

Support
Go to the Avaya Support website at http://support.avaya.com for the most up-to-date
documentation, product notices, and knowledge articles. You can also search for release notes,
downloads, and resolutions to issues. Use the online service request system to create a service
request. Chat with live agents to get answers to questions, or request an agent to connect you to a
support team if an issue requires additional expertise.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 15

Comments? [email protected]
Chapter 2: Overview

Avaya Aura® Call Center Elite Multichannel is a Microsoft Windows-based software suite.
Companies can use this software suite to turn one-dimensional call centers into powerful multimedia
contact centers.
Call Center Elite Multichannel uses the phantom call capability of Communication Manager and
enables customers to make contact through phone, email, text message, or instant message.
Whether your customers prefer text messaging on mobile, sending emails, or chatting over the
Internet, their method of communication is treated as a phone call. The phone call is placed in a
priority queue and distributed to an agent with relevant skills and knowledge. The agent can also
reply using the same method of contact.
Easy to implement and simple to use, Call Center Elite Multichannel also delivers:
• Out-of-the-box desktop applications for supervisors
• Framework applications including intelligent routing, interaction data, and centralized
configuration
• Automated or agent-initiated outbound preview dialing
• Powerful application development tools for complete customization and integration
• Simple and fast wizards for desktop screen pops and routing rules
Call Center Elite Multichannel products have three major categories:
• Desktop Components: Call Center Elite Multichannel Desktop, Call Center Elite Multichannel
Reporting, and Call Center Elite Multichannel Control Panel.
• Server Components: Application Management Service, Call Routing Server, Configuration
Server, Email Media Store, License Director, Task Director, Media Director, Media Proxy,
Preview Contact Media Store, Voice Media Store, Simple Messaging Media Store (AOL-ICQ
Instant Messenger Gateway, MSN Messenger Gateway, Short Message Service Gateway,
Web Chat Gateway, XMPP Gateway, and Communicator Gateway), Virtual Agent, XML
Server, Experience Portal Config Service, Call Recording Config Service, Trace System,
Interaction Data Service (Interaction Data Server - Voice and Presence, Interaction Data
Server - Multimedia, and Interaction Data Server - View), and Plug-Ins (Rules Plug-in, Script
Plug-in, SOAP Plug-in, and SQL Plug-in).
• Developer Components: Call Center Elite Multichannel Developer.

16 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Installation options

Installation options
Installation on a physical server
To install Call Center Elite Multichannel Release 6.4 on a physical server, download the Call Center
Elite Multichannel Release 6.4 ISO image from the Avaya Licensing and Delivery System website,
https://www.plds.avaya.com.

Supported languages
Some of the Call Center Elite Multichannel applications and work items from the media stores are
available in the following languages:
• English
• Chinese (Simplified)
• French
• German
• Italian
• Portuguese (Brazilian)
• Russian
• Spanish (Colombian)
• Japanese
• Korean
All language versions run with the following operating systems in their own language:
• Microsoft Windows XP Professional SP3
• Microsoft Windows Vista
• Microsoft Windows 7
West European single-byte character set languages such as Italian, Spanish, Portuguese, German,
and French run with these operating systems in English.
To run a double-byte character set language such as Japanese, Korean, Russian, and Traditional
and Simplified Chinese with English operating systems, you must install the font character set for
the language and change your regional and language settings accordingly. If you do not install the
font character set and change your regional and language settings, all non-English text is replaced
by question marks.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 17

Comments? [email protected]
Overview

Important:
For Microsoft Windows 8 and Microsoft Windows 8.1, the Call Center Elite Multichannel
applications are available only in English.

XML server failover

Media Director and Call Center Elite Multichannel Desktop support XML server failover.
If the primary XML server fails and you have a secondary XML server configured for any of these
applications, then the application automatically connects to the secondary XML server and
continues to deliver work items. In this case, you do not need to restart the application.
The time that the application takes to connect to the secondary XML server depends on the number
of configured phantom stations. For each phantom station, the application takes about 0.1 seconds.
If the primary XML server fails and you do not have a secondary XML server configured for any of
these applications, then the application tries to recover the connection with primary XML server after
every 60 seconds. After the connection recovers, Media Director continues to deliver work items and
Call Center Elite Multichannel Desktop starts receiving the work items.

Upgrade to Release 6.3.x

For more information about how you can upgrade to Call Center Elite Multichannel Release 6.3.x,
see Avaya Aura® Call Center Elite Multichannel Upgrade and Migration Guide.

Installation requirements

Requirements for Desktop components

Hardware:
• 2.4 GHz processor (32-bit or 64-bit)
• 2 GB RAM
• 10 GB free hard disk space
• DVD drive

18 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Installation requirements

Software:
• One of the following operating systems:
- Microsoft Windows 8 or Microsoft Windows 8.1 (32-bit or 64-bit)
- Microsoft Windows 7 SP1 (32-bit or 64-bit) - Professional, Enterprise, or Ultimate edition
- Microsoft Windows Vista SP2 (32-bit or 64-bit) - Business or Enterprise
- Microsoft Windows XP Professional SP3 (32-bit)
• Microsoft Windows Terminal Services 32-bit
• Microsoft Internet Explorer 7.0 for Microsoft Windows XP only
• Microsoft Internet Explorer 8.0, 9.0, or 10.0
• Microsoft .Net Framework 3.5 SP1
Note:
The installation file for Microsoft .Net Framework 3.5 SP1 is placed in the Utilities
\Microsoft .Net Redistributable folder in the installer package of Call Center
Elite Multichannel.

Requirements for Server components

Hardware:
• 2.4 GHz processor with minimum 2 processor cores
• 4 GB RAM
• 40 GB free disk space
• DVD drive
Software:
• One of the following operating systems:
- Microsoft Windows Server 2008 SP1 (Enterprise or Standard) 32-bit or 64-bit
- Microsoft Windows Server 2008 R2 SP1
• Internet Information Services (IIS) 7 with IIS 6 Management Compatibility components
• Microsoft Internet Explorer 8.0 or 9.0
• Microsoft .Net Framework 3.5 SP1
• Application Enablement Services TSAPI client software release 5.2, 6.1, or 6.2
Core Server:

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 19

Comments? [email protected]
Overview

Note:
On the core server, you must install and configure the AES TSAPI client. To install the AES
TSAPI client, see Installing Application Enablement Services TSAPI Client on page 120.
• One dedicated server to install the following:
- License Director
- XML Server
- Configuration Server
- Application Management Director
- Media Director
- Media Stores and Gateways
- Call Routing Server
- Virtual Agent
- Task Director
- Experience Portal Config Service
- Call Recording Config Service
Server for emails:
• Microsoft Exchange Server 2007, 2010, or 2013
Note:
Only POP3 and SMTP protocols are supported for emails.
Interaction Data Server:
• One dedicated server for Interaction Data Service excluding Microsoft Internet Explorer.
Database Server:
• One dedicated server to deploy the following databases:
- Configuration Server (ACS)
- ASMSControl Database
- ASMSData{x}
- ASContact Databases
The server must have Microsoft SQL Server 2008 or 2012 Standard, Enterprise, or Express
with Advance Services.
Note:
Interaction Data Server uses ASMSControl and ASMSData{x} databases and does not
support or require Active Interaction Database.

20 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Installation requirements

Requirements for Developer components

For application development, you must have the following:
• One of the following operating systems:
- Microsoft Windows 8 or Microsoft Windows 8.1 (32-bit or 64-bit)
- Microsoft Windows 7 SP1 (32-bit or 64-bit) - Professional, Enterprise, or Ultimate edition
- Microsoft Windows XP Professional SP3 32-bit with Microsoft Visual Studio 2005 or 2008
- Microsoft Windows 2008 Server (32-bit or 64-bit) - Standard or Enterprise
- Microsoft Windows 2008 R2
• Microsoft Internet Explorer 7.0, 8.0, or 9.0
• Microsoft .Net Framework 3.5 SP1
• Application Enablement Services TSAPI client software release 5.2, 6.1, or 6.2

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 21

Comments? [email protected]
Chapter 3: Supported products

Supported Avaya products

Avaya Aura® Call Center Elite Multichannel Release 6.3.x supports the following Avaya products:
Avaya Products Call Center Elite Multichannel
®™
Avaya Aura Application Enablement Services 5.2 ✓
®
Avaya Aura Application Enablement Services 6.1, 6.2, and 6.3 ✓
Call Center Elite 4.0 and 5.0 ✓
Avaya Aura® Call Center Elite 5.2, 6.0, 6.2, and 6.3 ✓
Avaya Communication Manager 4.0 ✓
®™
Avaya Aura Communication Manager 5.2 and 5.2.1 ✓
®
Avaya Aura Communication Manager 6.2 and 6.3 ✓
Call Management System 15.0, 16.1, 16.3, and 17.0 ✓
Voice Portal 5.1 ✓
Avaya Aura® Experience Portal 6.0 and 6.0.2 ✓
Avaya Call Recorder 10, 11, and 12 ✓

Supported non-Avaya products

Avaya Aura® Call Center Elite Multichannel Release 6.3.x supports the following non-Avaya
products:
Non-Avaya Products Call Center Elite Multichannel
Microsoft Windows 8 (32-bit and 64-bit) ✓
Microsoft Windows 8.1 (32-bit and 64-bit) ✓
Microsoft Windows XP SP3 (32-bit) ✓
Microsoft Windows Vista SP2: ✓

• Business (32-bit and 64-bit)

• Enterprise (32-bit and 64-bit)

22 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Secure Access Link

Non-Avaya Products Call Center Elite Multichannel

Microsoft Windows 7 SP1: ✓

• Professional (32-bit and 64-bit)

• Enterprise (32-bit and 64-bit)
• Ultimate (32-bit and 64-bit)
Microsoft Windows 2008 Server: ✓

• 2008 SP2 (32-bit and 64-bit)

• 2008 R2 SP1 (64-bit)
• Microsoft Exchange Server 2007 ✓

• Microsoft Exchange Server 2010

• Microsoft Exchange Server 2013
Microsoft SQL Server: ✓

• 2008 Standard (32-bit and 64-bit)

• 2008 Express (32-bit and 64-bit)
• 2008 Enterprise (32-bit and 64-bit)
• 2008 R2 (64-bit)
• 2012 Standard (32-bit and 64-bit)
• 2012 Express (32-bit and 64-bit)
• 2012 Enterprise (32-bit and 64-bit)
Microsoft Internet Explorer 6.0, 7.0, 8.0, 9.0, and 10.0 ✓
Microsoft CRM 3.0 ✓
Microsoft Dynamics CRM 4.0 ✓
Citrix XenApp 6.5 ✓
VMware software components: ✓

• ESXi Host
• ESXi Hypervisor
• vSphere Client
• vCenter Server

Secure Access Link

Secure Access Link (SAL) is the preferred mode for remote access of Avaya services. Call Center
Elite Multichannel leverages the remote access functionality of SAL.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 23

Comments? [email protected]
Supported products

SAL uses the existing Internet connectivity of the customer to provide the remote support. The entire
communication is outbound from the customer environment using encapsulated Hypertext Transfer
Protocol Secure (HTTPS). SAL requires an upload bandwidth of at least 90 KB/s (720 KB/s) with
maximum round trip latency of 150 ms.
For remote access functionality, you can use one of the following methods:
• Web conferencing
• Remote Desktop Protocol (RDP)
• Third Party application such as GoTo Meeting
Customers must deploy SAL in their network.
For more information, see the SAL implementation guide.

24 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
Chapter 4: Installing and configuring
Desktop components

Call Center Elite Multichannel Desktop installation

Call Center Elite Multichannel Desktop runs on various Microsoft Windows operating systems, such
as Windows XP, Windows Vista, Windows 7, Windows 8, and Windows 8.1. For more information,
see Supported products on page 22.
Note:
You must have administrator privileges to install Call Center Elite Multichannel Desktop on
Microsoft Windows Vista, Microsoft Windows 7, Microsoft Windows 8, and Microsoft Windows
8.1.

Installing Call Center Elite Multichannel Desktop silently

For information about silent installation of Call Center Elite Multichannel Desktop, see Performing
silent install on page 171.

Installing Call Center Elite Multichannel Desktop manually

Before you begin
Ensure that Media Proxy is installed on the system.
Procedure
1. Close all open applications.
2. Run the setup.exe file.
3. On the Trace System Server Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for Trace System Server.
b. In the Port field, enter the port number for Trace System Server.
c. Click Next.
4. Click Desktop > CC Elite Multichannel Desktop.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 25

Comments? [email protected]
Installing and configuring Desktop components

5. On the Avaya Aura® Call Center Elite Multichannel Desktop welcome screen, click Next.
6. On the License Agreement screen, click Yes to agree with the licensing agreement.
7. On the Call Recording Service Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for the Call Recording Server.
b. In the Port field, enter the port number for the Call Recording Server.
c. Click Next.
8. On the Edit Data screen, perform one of the following actions:
• To source the configuration information from the local .ini file, keep the Use default CC
Elite Multichannel Desktop INI file for configuration information check box selected
and click Next.
• To source the configuration information from Configuration Server, clear the Use default
CC Elite Multichannel Desktop INI file for configuration information check box, enter
values in the fields, and click Next.
For more information, see Edit Data field descriptions on page 27.
9. On the Choose Destination Location screen, select a location for the installation files and
click Next.
10. On the Configure CC Elite Multichannel Desktop screen, enter appropriate value in the
fields, and then click Next.
For information about these fields, see Configure CC Elite Multichannel Desktop field
descriptions on page 27.
11. To install the iClarity plug-in, keep the iClarity feature selected and click Next.
Note:
The iClarity plug-in is not supported on the Microsoft Windows 7 operating system. Call
Center Elite Multichannel Desktop can run in conjunction with one-X Communicator on
Windows 7 to offer remote workers VoIP capabilities.
12. To install Call Center Elite Multichannel Desktop without a shortcut on the system desktop,
clear the Include the Avaya Aura Call Center Elite Multichannel Desktop shortcut on
the desktop check box, and then click Next.
13. Review the installation settings and click Next.
Note:
If you receive an Add Provider Error message during installation, click OK.
14. Click Finish.
If the installation prompts you to restart the system, select Yes, I want to restart my
computer now. The installation prompts you to restart the system when application
components need updating or registering.

26 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Call Center Elite Multichannel Desktop installation

Edit Data field descriptions

Name Description
Application Name The name of the application for which the
Configuration Client requests configuration
information.
Server Name or IP Address The name or IP address of Configuration Server
where the Configuration Client connects for
configuration information.
Port Number The port number that must be used for
communication between Configuration Server and
Configuration Client if you do not want to use the
TCP/IP port number (29091).
Configuration Filters The configuration filter works with the application
name to find a unique user and the configuration
information of the user from the Configuration
Server. You can use User, Machine Name, or both:
• To use the user's network login name as a
configuration filter, type %%U in the User text box.
• To use the name of the system as a configuration
filter, type %%M in the Machine Name text box.

Configure CC Elite Multichannel Desktop field descriptions

Name Description
Media Director IP The IP address for Media Director.
Media Director Port The port number for Media Director.
The default port number for Media Director is 29087.
XML Server IP The IP address for XML Server.
XML Server Port The port number for XML Server.
The default port number for XML Server is 29096.
License Director IP The IP address for License Director.

Note:
When you enter the IP address for License
Director, the Connect License Director
parameter in the configuration file of the
application changes from False to True.
License Director IP The port number for License Director.
The default port number for License Director is
29095.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 27

Comments? [email protected]
Installing and configuring Desktop components

Call Center Elite Multichannel Desktop configuration

After you install Call Center Elite Multichannel Desktop, you can open Call Center Elite Multichannel
Desktop and configure various parameters through the Options dialog box.
Certain parameters are unavailable in the Options dialog box and must be configured through the
ASGUIHost.ini file. The default location of the ASGUIHost.ini file is C:\Program Files
\Avaya\Avaya Aura CC Elite Multichannel\Desktop\CC Elite Multichannel
Desktop. For more information, see Desktop Configuration on page 134.

Configuring Media Director

Procedure
1. In the Options dialog box, click the Media Director tab.
2. On the Media Director tab, configure the fields.
3. Click Apply and then click OK.

Media Director field descriptions

Name Description
Media Director IP The IP address for Media Director.
Media Director port The port number for Media Director. The default port
number for Media Director is 29087.
Media Proxy IP The IP address for Media Proxy. The default IP
address for Media Proxy is localhost.
Media Proxy port The port number for Media Proxy. The default port
number for Media Proxy is 29079.
Enable connection to Media Director You can select this check box to make the
multimedia functionality available within Call Center
Elite Multichannel Desktop.

Note:
If you do not select this check box, you can use
Call Center Elite Multichannel Desktop only for
receiving voice work items.
Connect to Media Director when agent logs in You can select this check box to connect Call Center
Elite Multichannel Desktop to Media Director when
an agent logs into the switch.

Note:
If you do not select this check box, Call Center
Elite Multichannel Desktop automatically
connects to Media Director immediately after
Call Center Elite Multichannel Desktop starts.

28 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Call Center Elite Multichannel Desktop configuration

Name Description
Login to Media Director If you select this check box, an agent automatically
logs in to Media Director.
Channel Type The communication channel that Media Director
uses. The default communication channel is gtcp.

Configuring Presence
About this task
Using the Presence tab, you can view the activity and work status of an agent. To view the activity
of an agent, specify the Station DN and Agent ID of the agent.
If you configure the IDS View Client tab, Call Center Elite Multichannel Desktop automatically
displays a list of stations that Interaction Data Server - View monitors. In addition, Call Center Elite
Multichannel Desktop displays the agents logged into the switch that Interaction Data Server - View
monitors.
You can configure the Presence component using the two tabs that are present on the Presence
tab.
Procedure
1. In the Options dialog box, click the Presence tab.
2. Click the General tab and configure the fields.
3. Click the Update Intervals tab and configure the fields.
4. Click Apply and then click OK.

Presence field descriptions

Name Description
General Tab
Enable error logging You can select this check box to write plug-in error
information to an error log file.
Group name The name of the group that you want to monitor. You
must set up the group names in the ASContact
database.
Presence Display Mode • Normal: This mode displays normal statistical data.
• Supervisor: This mode displays detailed statistical
data, which is unrelated to the everyday Agent
activities.
Station DN The station number of the agent.
Agent ID The unique identifier of the agent.
Maximum tabbed groups The maximum number of tabs that you want to view.
The default value is 20.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 29

Comments? [email protected]
Installing and configuring Desktop components

Name Description
Maximum group members The maximum number of group members that you
want to view. The default value is 50.
Alternate line color in display window The display color for the alternate lines in the
presence window.
Time Display Style • Seconds only: The time is displayed in seconds.
• Minutes and seconds: The time is displayed in
minutes and seconds.
Update Intervals Tab
Update Last State Time Interval The time after which the Presence window must
refresh the information. This information includes the
agent state in the Presence plug-in.
Contact Synchronize Interval The time after which the contacts in the ASContact
database must synchronize with the Presence
window.

Configuring Session Notes

Procedure
1. In the Options dialog box, click the Session Notes tab.
2. On the Session Notes tab, configure the fields.
3. Click Apply and then click OK.

Session Notes field descriptions

Name Description
File location The path for saving and retrieving the session notes.
The session notes are .rtf files. The default
location for saving and retrieving the session notes is
the My Documents folder of the agent who is
logged in.
Enable automatic saving The time after which the contents of the session
notes are automatically saved to the specified path.
Spell check as you type You can select this check box to enable spelling
check while typing text.
Enable error logging You can select this check box to write plug-in error
information to an error log file.

30 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Call Center Elite Multichannel Desktop configuration

Configuring Telephony
Procedure
1. In the Options dialog box, click the Telephony tab.
2. On the Telephony tab, configure the fields.
3. Click Apply and then click OK.

Telephony field descriptions

Name Description
Station DN The phone number of the agent. Call Center Elite
Multichannel Desktop associates with the phone
number that you specify in this field.
Enable error logging You can select this check box to write plug-in error
information to an error log file.
XML Server IP The IP address for the XML server.
XML Server port The port number for primary XML server. The default
port number for the naming service is 29096.
Link The XML interface link that Call Center Elite
Multichannel Desktop can use to connect to the
Avaya Telephony server and switch.
You can click the ellipses (...) button next to this
field and select the XML interface link from a list of
configured XML interfaces.
Poll Agent status You can select this check box to enable polling of the
agent status.
Polling interval The time after which Call Center Elite Multichannel
Desktop polls the status of an agent. To reduce the
network traffic, you must keep the polling interval as
high as possible.
Poll Send All Calls status You can select this check box to enable polling of the
status of all calls that an agent sends.
Poll Call Forward status You can select this check box to enable polling of the
status of all calls that an agent forwards.
Poll Message Waiting status You can select this check box to enable polling of the
status of waiting message at an agent station.
Polling interval The time after which Call Center Elite Multichannel
Desktop polls the status of an agent station. To
reduce the network traffic, you must keep the polling
interval as high as possible.
Enable trace You can select this check box to send application
error information to the Debug window.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 31

Comments? [email protected]
Installing and configuring Desktop components

Name Description
Reconnect interval The time for which the telephony plug-in waits before
retrying to connect to the XML server. The default
value for this time is 15 seconds.

Configuring User
About this task
You can configure the User component using the two tabs that are present on the User tab.
Procedure
1. In the Options dialog box, click the User tab.
2. Click the General tab and configure the fields.
3. Click the Reason Codes tab and configure the fields.
4. Click Apply and then click OK.

User field descriptions

Name Description
General Tab
Toolbar Position • Top first: The first toolbar from the top.
• Top second: The second toolbar from the top.
• Bottom: The toolbar at the bottom of the screen.
Enable error logging You can select this check box to write plug-in error
information to an error log file.
Use advanced login style You can select this check box to force an agent to
change login from the User toolbar.
Agent ID The agent login ID as configured in the switch.
Agent password The password associated with the agent ID.
Login mode The work mode that automatically sets to an agent
after the agent logs into Call Center Elite
Multichannel Desktop.
• Auxiliary: This mode makes an agent unavailable
to receive calls, so that the agent can complete the
work unrelated to a call. For example, tea break.
• After Call Work: This mode makes an agent
unavailable to receive calls, so that the agent can
complete the after call work. For example, filling a
form or updating customer details.
• Available: This mode makes an agent available to
receive calls.

32 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Call Center Elite Multichannel Desktop configuration

Name Description
Available mode The mode in which the system puts an agent after
the current call ends.
• Auto-In: The system automatically puts an agent in
the Available mode after the current call ends.
• Manual-In: The system automatically puts an agent
in the After Call Work mode after the current call
ends. To further receive calls, the agent must
manually change the work mode to Available
Voicemail DN The phone number where the system must send all
incoming calls when the Send All Calls button on
the User toolbar enables.
This DN connects the caller to the voice mail of an
agent.
Display ACW button If you select this check box, the After Call Work
(ACW) button displays on the application interface.

Note:
If you do not select this check box, the agent
cannot use the ACW functionality.
Display AUX button If you select this check box, the Auxiliary (AUX)
button displays on the application interface.

Note:
If you do not select this option, the agent cannot
use the Auxiliary mode.
Disable ACW button when in After Call Work If you select this check box, the ACW button on the
mode application interface disables when an agent is in the
ACW mode. This option prevents an agent to extend
the time spent in the ACW mode.
Disable AUX button when in Auxiliary mode If you select this check box, the AUX button on the
application interface disables when an agent is in the
AUX mode. This option prevents an agent from
changing the reason code selected while changing
the work mode to Auxiliary.
Allow user-selected work mode If you select this check box, the agent can select the
Auto-In or Manual-In work mode while in the
Available mode.

Note:
If you do not select this check box, Call Center
Elite Multichannel Desktop automatically uses
the default work mode that you set on the
General tab.
Force reason code selection when changing to If you select this check box, an agent is forced to
Auxiliary mode select a reason code while changing to AUX mode.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 33

Comments? [email protected]
Installing and configuring Desktop components

Name Description
Note:
If you do not select this check box, an agent can
select a reason code. The agent can also click
the AUX button and use the default reason
code specified in the configuration file of the
application.
Force reason code selection when logging out If you select this check box, an agent is forced to
select a reason code while logging out from the
application.

Note:
If you do not select this check box, an agent can
select a reason code. The agent can also click
the Logout button and use the default reason
code specified in the configuration file of the
application.
Reason Codes Tab
Mode • For Logout Reason Codes, this field provides
options to disable reason codes or to use reason
codes when logging out.
• For Aux Reason Codes, this field provides options
to disable reason codes or to use reason codes
when changing to Aux mode.

Adding Logout reason codes

About this task
Use this procedure to add Logout reason codes through the Logout Reason Codes section on the
Reason Codes tab.
Procedure
1. In the Logout Reason Codes section, click the Mode arrow and select Use reason codes
when logging out.
2. Click Add.
3. On the Add Reason Code dialog box, perform the following actions:
a. In the Reason code ID field, enter a unique identifier for the reason code.
b. In the Reason code description field, enter the description for the reason code.
c. Click OK.
4. Repeat the steps 2 to 3 to add more Logout reason codes.

34 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Call Center Elite Multichannel Desktop configuration

Note:
You can change a Logout reason code by clicking Edit and remove a Logout reason
code by clicking Remove.

Adding Auxiliary reason codes

About this task
Use this procedure to add Auxiliary reason codes through the Auxiliary Reason Codes section on
the Reason Codes tab.
Procedure
1. In the Auxiliary Reason Codes section, click the Mode arrow and select Use reason codes
when changing to Auxiliary.
2. Click Add.
3. On the Add Reason Code dialog box, perform the following actions:
a. In the Reason code ID field, enter a unique identifier for the reason code.
b. In the Reason code description field, enter the description for the reason code.
c. Click OK.
4. Repeat the steps 2 to 3 to add more Auxiliary reason codes.
Note:
You can change an Auxiliary reason code by clicking Edit and remove an Auxiliary
reason code by clicking Remove.

Configuring Voice
Procedure
1. In the Options dialog box, click the Voice tab.
2. On the Voice tab, configure the fields.
3. Click Apply and then click OK.

Voice field descriptions

Name Description
Toolbar Position • Top first: The first toolbar from the top.
• Top second: The second toolbar from the top.
• Bottom: The toolbar at the bottom of the screen.
Enable error logging You can select this check box to write plug-in error
information to an error log file.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 35

Comments? [email protected]
Installing and configuring Desktop components

Name Description
Make call active when work item tab clicked You can select this check box to activate a voice call
when you click the tab for a voice work item.
Selecting this check box answers an alerting call and
resumes a call that is on hold.

Note:
If you do not select this check box, an agent can
click the work item tab and then click the
Answer or Unhold button on the toolbar.
Automatically hold active call on dial You can select this check box to automatically put
the current call on hold when an agent dials another
call.
Lock window layout You can select this check box to lock the layout of
your voice work item tabs and disable an agent to
change the size and position of a tab.
Bring forward work item if call answered by other You can select this check box to make phone call
means that an agent answers from a physical phone or any
other method outside this application active within
Call Center Elite Multichannel Desktop.
Drop phantom call(s) when application closes You can select this check box to drop phantom calls
from the physical phone of an agent when the agent
closes Call Center Elite Multichannel Desktop.
Enable Smart Dial You can select this check box to enable the Smart
Dial functionality.
Dial local area code You can select this check box to force Smart Dial to
use the local area code specified in the phone
number.

Note:
Smart Dial uses the local area code specified in
the phone number even when it recognizes the
same code.
Dial outside line access code You can select this check box to force Smart Dial to
use the outside line access code for all external
phone calls.
Selecting this option overrides any contradictory
behavior set in a switch.
International access code The code required to make an international call.
Long distance access code The code required to make an international call.
Outside line access code The code required to dial an outside line.
Minimum length for outside call The minimum number of digits required to make an
outside call.

36 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Call Center Elite Multichannel Desktop configuration

Name Description
Local exchange codes that require long distance Local exchange codes that you want Smart Dial to
access code automatically precede with the long distance access
code. You can specify multiple exchange codes, but
ensure that you separate the exchange codes by a
comma and a space.
For example, 23, 27, 31.
Local country code Your local country code.
Local area codes Your local area code. If applicable, you can enter
multiple local area codes, but ensure that you
separate the area codes by a comma and a space.
For example, 9, 3, 4.
Call Recording Server IP The host name or IP address for Call Recording
Server.
Call Recording Server Port The port number for Call Recording Server.

Configuring IDS View Client

Procedure
1. In the Options dialog box, click the IDS View Client tab.
2. On the IDS View Client tab, configure the fields.
3. Click Apply and then click OK.

IDS View Client field descriptions

Name Description
Enable trace You can select this check box to send application
error information to the Debug window.
Receive by multicast You can select this check box to disable the IDS
View Client for receiving data from the Interaction
Data Server - View by multicasting.
Multicast IP The IP address to multicast between applications.
The default IP address is 239.29.9.67.
When Call Center Elite Multichannel Desktop starts,
it joins the multicast address and receives packet
information from Interaction Data Server - View.
Multicast port The port number to multicast between applications.
The default port number is 29084.
IDS View URL The URL for connecting to Interaction Data Server -
View. The URL must use the following format:
gtcp://localhost:29076/
InteractionDataServiceView.rem.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 37

Comments? [email protected]
Installing and configuring Desktop components

Name Description
Enable error logging You can select this check box to write plug-in error
information to an error log file.

Configuring Directory
Procedure
1. In the Options dialog box, click the Directory tab.
2. On the Directory tab, configure the fields.
3. Click Apply and then click OK.

Directory field descriptions

Name Description
Database server name The name of the server that contains the ASContact
database.
Database name The name of the database.
Database user name A user name for the user whom you want to give
access to the database. Before encryption, the
default user name for a new database is CCEUser0.
Database user password The password for the database user name.
Column display ID The ID of the column that displays in the Directory
window. The IDs that you get by clicking the Get
Column Display IDs button indicate the column
headings set in the ASContact database.
Enable initial default search You can select this check box to force the application
to display the contents based on the search criteria
that an agent has used earlier.
If an agent has not specified the search criteria in the
last search, the Directory window displays all
available contacts when the application starts.
Default search criteria The search criteria that the application must use
when the application starts.

Configuring Enhanced Dial

About this task
Using the Enhanced Dial component, you can add agent information in a new outbound call or
transfer call. Using this component, you can also conference a call. This component enhances the
dialing so that the customer or another agent can get brief information about the caller.

38 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Call Center Elite Multichannel Desktop configuration

Procedure
1. In the Options dialog box, click the Enhanced Dial tab.
2. In the Before Dial section:
a. Select the Insert data only if existing UUI is empty check box to add the user-to-user
information only when the UUI for a call is empty.
b. Click the ellipses (...) button next to the UUI Format field to specify the call related
information in the UUI Format field.
The system displays the UUI Format Options dialog box.
Note:
The system displays the call related information when an agent makes an outbound
call.
c. Select an appropriate option from the list.
3. In the Before Transfer section:
a. Select the Insert data only if existing UUI is empty check box to add the user-to-user
information only when the UUI for a call is empty.
b. Click the ellipses (...) button next to the UUI Format field to specify the call related
information in the UUI Format field.
The system displays the UUI Format Options dialog box.
Note:
The system displays the call related information when an agent transfers a call.
c. Select an appropriate option from the list.
4. In the Before Conference section:
a. Select the Insert data only if existing UUI is empty check box to add the user-to-user
information only when the UUI for a call is empty.
b. Click the ellipses (...) button next to the UUI Format field to specify the call related
information in the UUI Format field.
The system displays the UUI Format Options dialog box.
Note:
The system displays the call related information when an agent conferences a call.
c. Select an appropriate option from the list.
Note:
The system displays the information specified in the UUI Format field when an agent
transfers a call or conferences a call.
5. Click Apply and then click OK.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 39

Comments? [email protected]
Installing and configuring Desktop components

Configuring Quick Dial

About this task
Using the Quick Dial component, you can create quick dial buttons that the Desktop interface
displays to an agent.
An agent can click the quick dial buttons to quickly dial a contact. A quick dial button saves the time
to type a phone number or to search a contact in directory.
Note:
Clicking a quick dial button inserts the phone number of a contact in the Dial field. Agent can
click the Dial button or press Enter key to begin the call.
Procedure
1. In the Options dialog box, click the Quick Dial tab.
2. On the Quick Dial tab, configure the fields.
3. Click Apply and then click OK.

Quick Dial field descriptions

Name Description
Toolbar Position • Top first: The first toolbar from the top.
• Top second: The second toolbar from the top.
• Bottom: The toolbar at the bottom of the screen.
• Left: The toolbar at the left of the screen.
• Right: The toolbar at the right of the screen.
Current Quick Dials The list of quick dial buttons that are currently active.
Number The phone number of the contact for which you want
to create a quick dial button.
If the Smart Dial functionality is enabled:
• Do not use PSTN, STD, or IDD access codes in
the phone numbers.
• Use a single space, hyphen, or parentheses to
separate area codes from the local number. For
example, 3 4770576, 3-4770576, (3) 4770576, or
(3)4770576.
• Prefix all country codes with a plus (+) symbol. For
example: +64 3 4770576, +64-3-4770576, +64 (3)
4770576 or +64(3)4770576.

40 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Call Center Elite Multichannel Desktop configuration

Name Description
If the Smart Dial functionality is disabled:
• Enter the phone numbers exactly the way the
numbers need to be dialed.
• Use PSTN, STD, or IDD access codes, the country
codes, and the area codes in the phone numbers.
For example: 14770576, 103 4770576 or 10064 3
4770576.
Name The name of the contact for which you want to create
a quick dial button.
UUI The User to User Information (UUI) format option.
Using the ellipses (...) button next to UUI field, you
can select a format option from the UUI Format
Options field. For more information, see Configuring
Enhanced Dial on page 38.

Adding a new quick dial

About this task
Use this procedure to add a new quick dial through the Add New Quick Dial section on the Quick
Dial tab.
Procedure
1. In the Add New Quick Dial section, enter appropriate value in the Number, Name, and UUI
fields.
For information about these fields, see Quick Dial field descriptions on page 40.
2. Click Add.
The details of the new quick dial are added to the Current Quick Dials list.
3. Repeat the steps 1 to 2 to add more quick dial buttons.

Configuring Custom Buttons

About this task
Using the Custom Buttons component, you can create buttons that the Desktop interface displays to
an agent. When an agent clicks a custom button, the system executes the rule for that button.
The Custom Buttons plug-in works with the Rules plug-in.
Procedure
1. In the Options dialog box, click the Custom Buttons tab.
2. On the Custom Buttons tab, configure the fields.
3. Click Apply and then click OK.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 41

Comments? [email protected]
Installing and configuring Desktop components

Custom Buttons field descriptions

Name Description
Toolbar Position • Top first: The first toolbar from the top.
• Top second: The second toolbar from the top.
• Bottom: The toolbar at the bottom of the screen.
Current Custom Buttons The list of custom buttons that are currently active.
Event name The name of the event that the system runs when
you click the button.
In the Rules window, the event name displays in the
When field. The format for the event name is
CustomButton.event_name.
Button text The text that you want to display on the custom
button.
Icon name The icon name for the custom button and the
location of the icon file. The icon file must be copied
to the main directory of Call Center Elite
Multichannel.
The icon that you specify in this field replaces the
default icon of the custom button.

Adding a new custom button

About this task
Use this procedure to add a new custom button through the Add New Custom Button section on the
Custom Buttons tab.
Procedure
1. In the Add New Custom Button section, enter appropriate value in the Event name, Button
text, and Icon name fields.
For information about these fields, see Custom Buttons field descriptions on page 42.
2. Click Add.
The details of the new custom button are added to the Current Custom Buttons list.
3. Repeat the steps 1 to 2 to add more custom buttons.
Note:
To create a rule and associate the rule with a custom button, see Rules Management on
page 63.

42 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Call Center Elite Multichannel Desktop configuration

Configuring Email
Procedure
1. In the Options dialog box, click the Email tab.
2. On the Email tab, configure the options.
3. Click Apply and then click OK.

Email field descriptions

Name Description
Toolbar Position • Top first: The first toolbar from the top.
• Top second: The second toolbar from the top.
• Bottom: The toolbar at the bottom of the screen.
Enable error logging You can select this check box to write plug-in error
information to an error log file.
Always open attachments You can select this check box to enable opening an
attachment in an email.

Note:
If you select this check box, the system does
not display the Save dialog box to save the
attachment before opening it.
Enable external application You can select this check box to enable opening an
external application when you receive an email work
item.
External application file name The executable file name of the application that you
want to open.
XML file name The name of the XML file for sharing the work item
information with the external application.
For more information about the External Application
Execute plug-in, see the Avaya Aura® Call Center
Elite Multichannel Desktop User Guide.

Configuring Simple Messaging

Procedure
1. In the Options dialog box, click the Simple Messaging tab.
2. On the Simple Messaging tab, configure the fields.
3. Click Apply and then click OK.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 43

Comments? [email protected]
Installing and configuring Desktop components

Simple Messaging field descriptions

Name Description
Spell check as you type You can select this check box to enable spelling
check while typing a message.
Close disconnected work items You can select this check box to close the
disconnected simple messaging work items.
Delay seconds The delay interval in seconds.
Activate window on work item accepted
Enable error logging You can select this check box to write plug-in error
information to an error log file.
Document Activity Indication You can select Scroll or Fade options to indicate the
document activity.
Indication Interval msec The indication interval in milliseconds.
Enable external application You can select this check box to enable opening an
external application when you receive an email work
item.
External application file name The executable file name of the application that you
want to open.
XML file name The name of the XML file for sharing the work item
information with the external application.
For more information about the External Application
Execute plug-in, see the Avaya Aura® Call Center
Elite Multichannel Desktop User Guide.
Agent Specific Welcome Message The welcome message that you want to display to
the customer. The system displays the welcome
message to the customer when an agent accepts the
work item from the customer.

Configuring HTML Editor

Procedure
1. In the Options dialog box, click the HTML Editor tab.
2. Select the Enable error logging check box to write plug-in error information to an error log
file.
3. In the Toolbar Position section:
a. Select the Show toolbar buttons check box.
b. Select one of the following options:
• The first toolbar from the top.
• The second toolbar from the top.
• The toolbar at the bottom of the screen.

44 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Call Center Elite Multichannel Desktop configuration

c. Select the appropriate check boxes to display the corresponding buttons on the HTML
editor toolbar.
4. Click Apply and then click OK.

Configuring Language
About this task
Using the Language component, you can change the language for Call Center Elite Multichannel
Desktop interface.
Procedure
1. In the Options dialog box, click the Language tab.
2. In the Language field, select the new language for the Call Center Elite Multichannel
Desktop interface.
Note:
You must restart Call Center Elite Multichannel Desktop to apply the selected language.
3. Click Apply and then click OK.

Configuring Wallboard
About this task
The information that the Wallboard plug-in displays depends on a connection to IDS View Client.
Therefore, you must configure the IDS View Client before configuring the Wallboard plug-in. For
more information, see Configuring IDS View Client on page 37.
You can configure the Wallboard component using the five tabs that are present on the Wallboard
tab.
Procedure
1. In the Options dialog box, click the Wallboard tab.
2. Click the General tab and configure the fields.
Using the General tab, you can configure the look and feel of Wallboard.
3. Click the Agent tab and configure the fields.
Using the Agent tab, you can configure the agent information that Wallboard displays for an
agent.
Note:
If you have configured the IDS View Client, you can view a list of agents which are
logged into the switch and are monitored by Interaction Data Server - View.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 45

Comments? [email protected]
Installing and configuring Desktop components

4. Click the VDN tab and configure the fields.

Using the VDN tab, you can configure the VDN information that Wallboard displays for a
particular VDN.
Note:
If you have configured the IDS View Client, you can view a list of VDNs which are
monitored by Interaction Data Server - View.
5. Click the Queue tab and configure the fields.
Using the Queue tab, you can configure the information for a particular skill, split group, or a
multimedia queue.
Note:
If you have configured the IDS Voice and Presence, you can view a list of split groups,
skills, and queues which are monitored by Interaction Data Server - Voice and Presence.
6. Click the Alerts tab and configure the fields.
Using the Alerts tab, you can set Wallboard notifications. These notifications display an alert
message on reaching a numeric threshold level related to the numeric data variables under
the Agent, VDN, or Queue tab.
7. Click Apply and then click OK.

Wallboard field descriptions

Name Description
General Tab
Marquee Style • Right to Left: To scroll information from the right
side to the left side.
• Left to Right: To scroll information from the left side
to the right side.
• Still: To display information without moving from
left to right or right to left.
Marquee Speed The speed for scrolling the information on the
Wallboard.
You can reduce the scrolling speed by moving the
slider to the left side and increase the scrolling speed
by moving the slider to the right side.
Display text size The size of the text for the information on the
Wallboard.
Text color The text color for the information on the Wallboard.
Background color The background color for the Wallboard window.
Time Display Style • Seconds only: The time is displayed in seconds.

46 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Call Center Elite Multichannel Desktop configuration

Name Description
• Minutes and seconds: The time is displayed in
minutes and seconds.
Enable error logging You can select this check box to write plug-in error
information to an error log file.
Connect to IDS View You can select this check box to connect Wallboard
to IDS View Client for getting the information.
Suppress IDS connection messages You can select this check box to disable displaying
the messages when Wallboard connects to the IDS
View Client.
Agent Tab
Agent list The list of agents for which you want to display
information on Wallboard.
After you select an agent, you must configure the
agent display information in the table for list of agent
details. For more information, see Agent details on
page 48.
Agent ID The ID of the agent that you want to add to the agent
list.
Display always You can select this check box to display the agent
information on startup.

Note:
If you do not select this check box, the system
displays the agent information on Wallboard
after startup.
VDN Tab
VDN list The list of VDNs for which you want to display
information on Wallboard.
After you select a VDN, you must configure the VDN
display information in the table for list of VDN details.
For more information, see VDN details on page 49.
Display always You can select this check box to display the VDN
information on startup.

Note:
If you do not select this check box, the system
displays the VDN information on Wallboard after
startup.
Queue Tab
Queue list The list of queues (skill, split group, or multimedia
queue) for which you want to display information on
Wallboard.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 47

Comments? [email protected]
Installing and configuring Desktop components

Name Description
After you select a queue, you must configure the
queue display information in the table for list of
queue details. For more information, see Queue
details on page 50.
Queue ID The ID of the queue that you want to add to the
queue list.
Display always You can select this check box to display the queue
information on startup.

Note:
If you do not select this check box, the system
displays the queue information on Wallboard
after startup.
Alerts Tab
Current alerts The list of active alerts.
Alert name The name for the alert.
Level A value that sets the numeric threshold to activate an
alert.
For example, you can enter a value 10 to display an
alert for 10 incoming calls.
Weight A value that sets a relative importance of the alerts
that you set. The higher value indicates more
importance to an alert.
Text color The color for the text on an alert.
Background color The background color for the alert window.
Marquee Style The scrolling effect for the text on the alert.

Agent details
Name Description
Agent ID The ID of the agent.
Agent name The name of the agent.
Station DN The station number of the agent.
Split / skill The skill or split groups where the agent is logged in.
Agent state The current state of the agent, such as Auto in,
Manual in, Logged out, Auxiliary (AUX), and After
Call Work (ACW).

Note:
If the agent is on phone, Wallboard displays the
agent state as On call.

48 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Call Center Elite Multichannel Desktop configuration

Name Description
Agent work mode The current work mode of the agent, such as Auto in,
Manual in, Logged out, AUX, and ACW.
Agent talk state The current talk state of the agent, such as Idle
and On call.
Reason code The last reason code that the agent has used.
Pending work mode The pending work mode of the agent.
Calls per hour The total number of calls that the agent received
during the current statistical interval.
Average talk time The average length of time that the agent has spent
in a call during the current statistical interval.
Average AUX time The average length of time that the agent has spent
in the Auxiliary mode during the current statistical
interval.
Average Available time The average length of time in seconds that the agent
has spent in Available mode during the current
statistical interval.
Average ACW time The average length of time that the agent has spent
in the After Call Work (ACW) mode during the
current statistical interval.
Shift average AUX time The average length of time that the agent has spent
in the Auxiliary mode during a shift.
Shift average Available time The average length of time that the agent has spent
in the Available mode during a shift.
Shift average ACW time The average length of time that the agent has spent
in the After Call Work (ACW) mode during a shift.
Shift average talk time The average length of time that the agent has spent
in a call during a shift.
Shift total calls The total number of calls that the agent has handled
during a shift.

VDN details
Name Description
VDN number The extension number of the VDN.
VDN name The name of the VDN.
Calls waiting The number of calls waiting for a specific VDN.
Longest call The length of time for which the first call waits in a
queue.
Average talk time The average length of time, during the current
statistical interval, for which an agent talks to a caller
on a specific VDN.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 49

Comments? [email protected]
Installing and configuring Desktop components

Name Description
Average wait time The average length of time, during the current
statistical interval, for which a caller calling to a VDN
waits before getting answer to the call.
Abandoned calls The number of calls coming to a VDN abandoned
during the current statistical interval.
Average abandon time The average length of time, during the current
statistical interval, for which a caller calling to a VDN
waits before the call abandoned.
Shift abandoned calls The number of calls coming to a VDN abandoned
during a shift.
Shift average abandon time The average length of time, during a shift, for which
a caller calling to a VDN waits before the call
abandoned.
Shift average talk time The average length of time, during a shift, for which
an agent logged into a VDN talks to a caller.
Shift average wait time The average length of time, during a shift, for which
a caller calling to a VDN waits before getting answer
to the call.
Shift service level The percentage of calls coming to a VDN answered
within the service level time specified in the
Interaction Data Server - Voice and Presence.
Shift total calls The number of calls made to a VDN during a shift.

Queue details
Name Description
Queue ID • Queue: The unique identifier of a multimedia
queue.
• Split/skill: The extension number of a skill or a split
group.
Queue name • Queue: The name of a multimedia queue.
• Split/skill: The name of a skill or a split group.
Agents staffed • Split/skill: The total number of agents logged into a
skill or a split group.
This parameter is not applicable for multimedia.
Agents available • Split/skill: The number of agents logged into a skill
or a split group that are available to take calls.
This parameter is not applicable for multimedia.
Interactions waiting • Queue: The total number of work items that are to
be processed by a queue and the work items that
are suspended by an agent.

50 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Call Center Elite Multichannel Desktop configuration

Name Description
• Split/skill: The total number of interactions waiting
at a skill or a split group.
Oldest interaction • Queue: The length of time for which the oldest
work item waited for a service.
This length of time does not include work items
that the agent suspends for processing in future.
This parameter is not applicable for splits and
skills.
Total interactions in progress • Queue: The total number of work items delivered
to agents for processing.
This number includes work items that an agent has
not yet accepted.
This parameter is not applicable for splits and
skills.
Total interactions arrived this shift • Queue: The total number of new work items
arrived at a queue during a shift.
This parameter is not applicable for splits and
skills.
Total interactions arrived this interval • Queue: The total number of new work items
arrived at a queue during the current statistical
interval.
• Split/skill: The total number of calls made to a split
group or a skill during the current statistical
interval.
Total interactions arrived this hour • Queue: The total number of new work items
arrived at a queue in a current hour.
This parameter is not applicable for splits and
skills.
Total interactions arrived last hour • Queue: The total number of new work items
arrived at a queue in a last hour.

Note:
The last hour is an hour earlier than the
current hour. For example, if the current hour
is 9 am to 9.37 am, the previous hour is 8 am
to 9am.
This parameter is not applicable for splits and
skills.
Total interactions suspended • Queue: The total number of work items suspended
for a queue during the shift defined in IDS
Multimedia.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 51

Comments? [email protected]
Installing and configuring Desktop components

Name Description
This parameter is not applicable for splits and
skills.
Total interactions suspended this interval • Queue: The total number of work items suspended
for a queue during the current statistical interval.
This parameter is not applicable for splits and
skills.
Average wait time • Queue: The average length of time during the shift
defined in IDS Multimedia for which work items
arrived to this queue wait before being answered.
This time does not include the length of time in
which a work item suspends.
• Split/skill: The average length of time during the
current statistical interval for which callers calling to
a skill or a split group wait before getting answer to
the calls.
Average handle time • Queue: The average length of time during the shift
defined in IDS Multimedia for which work items
arrived to a queue are active at an agent desktop
before being closed.
This time does not include work items that are
open.
• Split/skill: The average length of a call to a split
group or a skill during the current statistical
interval.
Total abandoned interactions • Queue: The number of work items that arrived to a
queue during the shift defined in IDS Multimedia
and got abandoned before processing.
This value is valid only for session-based media
stores. For example, Web chat and MSN.
• Split/skill: The total number of calls that arrived to a
skill or a split group during the current statistical
interval and got abandoned.
Average abandon time • Queue: The average length of time during the shift
defined in IDS Multimedia for which work items
arrived to a queue wait before getting abandoned.
This value is valid only for session-based media
stores. For example, web chat and MSN.
• Split/skill: The average length of time during the
current statistical interval for which callers calling to
a skill or a split group wait before the calls get
abandoned.

52 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Call Center Elite Multichannel Desktop configuration

Name Description
Shift abandoned calls • Split/skill: The total number of calls that arrived to a
skill or a split group during the shift defined in IDS
Voice and Presence and got abandoned.
This parameter is not applicable for multimedia.
Shift average abandoned time • Split/skill: The average length of time during the
shift defined in IDS Voice and Presence for which
callers calling to a skill or a split group wait before
the call get abandoned.
This parameter is not applicable for multimedia.
Shift average talk time • Split/skill: The average length of time during the
shift defined in IDS Voice and Presence for which
an agent logged into a skill or a split group talks to
callers.
This parameter is not applicable for multimedia.
Shift average wait time • Split/skill: The average length of time during the
shift defined in IDS Voice and Presence for which
callers calling to a split group or a skill wait before
the call is answered.
This parameter is not applicable for multimedia.
Shift service level • Split/skill: The percentage of calls to a split group
or a skill that are answered within the service level
time specified in the IDS Voice and Presence.
This parameter is not applicable for multimedia.
Shift total calls • Split/skill: The total number of calls made to a skill
or a split group during the shift defined in IDS
Voice and Presence.
This parameter is not applicable for multimedia.

Activating an alert
Procedure
1. On the Wallboard tab, click the appropriate tab to set an alert.
2. From the Agent, VDN, or Queue list, select an ID.
a. From the corresponding details list, select a field to which you want to apply an alert.
b. Click Add Alert.
c. Click the Alert name arrow and select an alert name.
d. Click OK to apply the selected alert.
Note:
You cannot add an alert to non-numeric fields.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 53

Comments? [email protected]
Installing and configuring Desktop components

Any alert value that you apply to a time-related field, defines the threshold only in
seconds. For example, you must set the level to 180 seconds to set 3 minutes.

Configuring iClarity
About this task
Important:
By default, the iClarity component is disabled in Call Center Elite Multichannel Desktop.
When you first open the ASGUIHost.ini file, iClarity plug-in is disabled by preceding it with a
semicolon in the Plug In Assembly List section. You must remove the semicolon to enable iClarity
plug-in and display the iClarity tab in the Options dialog box.
Note:
The iClarity plug-in is not supported on the Microsoft Windows 7 operating system. Call Center
Elite Multichannel Desktop can run in conjunction with one-X Communicator on Windows 7 to
offer remote workers VoIP capabilities.
Procedure
1. In the Options dialog box, click the iClarity tab.
2. In the Toolbar Position section, select one of the following options:
• The first toolbar from the top.
• The second toolbar from the top.
• The toolbar at the bottom of the screen.

3. In the iClarity Wizards section, click a button to perform an action.

For information about the buttons, see iClarity Wizards buttons on page 55.
4. In the Record section:
a. Click the button next to the text field and enter a file name with a .wav extension.
b. Click Start Record to start the recording of the welcome greeting.
c. Start talking in front of your recording device to save the welcome greeting in a file
mentioned in the text field.
d. Click Stop Record to stop the recording.
e. Select the Overwrite check box to overwrite the existing file with a new recording.
Note:
If you specify an existing file name to overwrite with a new welcome greeting, you
must select the Overwrite check box before you click Start Record.

54 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Call Center Elite Multichannel Desktop configuration

5. In the Play section:

Click the button next to the text field to select a .wav file in which you have recorded a
welcome greeting.
The welcome greeting from this file is played on a system at the customer side.
Select the Play greeting automatically check box to play the greeting at customer side
after you answer an incoming call.
6. Select the Log in automatically when agent starts up check box to log an agent to the call
server as soon an agent starts Call Center Elite Multichannel Desktop.
7. Select the Enable error logging check box to write plug-in error information to an error log
file.
8. Click Apply and then click OK.

iClarity Wizards buttons

Name Description
Log in Logs into the Communication Manager server.
Contents Displays iClarity online help.
About Displays the copyright and the version information of
iClarity features.
Audio Options Displays the options to set the volume of the
speakers of your system or headset connected to
your system.
Tuning Wizard Displays options for tuning the audio of the playback
and recording devices connected to your system.
Login Settings Displays options to change the log in, call server,
audio, call control, emergency call handling, and
VPN information.
Login Wizard Displays a wizard to configure iClarity to log in to a
call server.
Language Displays a dialog box to select a language.
The selected language applies to the dialog boxes
that open when you click a button in the iClarity
Wizards section.
Enable Logging Enables logging of error message for iClarity to an
error log file.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 55

Comments? [email protected]
Installing and configuring Desktop components

Configuring Microsoft Dynamics CRM

About this task
Important:
By default, the Microsoft Dynamics CRM component is disabled in Call Center Elite
Multichannel Desktop.
When you first open the ASGUIHost.ini file, Microsoft Dynamics CRM GUI plug-in is disabled by
preceding it with a semicolon in the Plug In Assembly List section. You must remove the semicolon
to enable Microsoft Dynamics CRM GUI plug-in and display the Microsoft CRM tab in the Options
dialog box.
You can configure the Microsoft Dynamics CRM component using the five tabs that are present on
the Microsoft CRM tab.
Procedure
1. In the Options dialog box, click the Microsoft CRM tab.
2. Click the Main tab and configure the fields.
Using the Main tab, you can configure the options to connect to your Microsoft Dynamics
CRM environment.
3. Click the Identification tab and configure the fields.
Using the Identification tab, you can specify the ASContact database that Call Center Elite
Multichannel Desktop can search after you receive a work item.
If you select the ASContact database, you must transfer or synchronize the contact and the
account data from your Microsoft Dynamics CRM database into the ASContact database. On
the Identification tab, you can also control the types of work items that Call Center Elite
Multichannel Desktop can search to match the details with an existing database record.
You can use Directory in Call Center Elite Multichannel Desktop to search a Microsoft
Dynamics CRM customer record. The Directory offers more benefits over the Microsoft
Dynamics CRM database. In Directory, you can search by many data types, such as name,
phone number, and email address. In Microsoft Dynamics CRM, you can only search by
name.
Searching records in the ASContact database is faster than searching records in the
Microsoft Dynamics CRM database, which is a Web-based database.
4. Click the Contact DB tab and configure the fields.
Using the Contact DB tab, you can define an action that Call Center Elite Multichannel
Desktop performs when the details from an inbound work item match with the details of a
single or multiple contacts in the ASContact database.
In addition, you can define an action that Call Center Elite Multichannel Desktop performs
when the details from an inbound work item do not match with any of the records in the

56 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Call Center Elite Multichannel Desktop configuration

ASContact database. In such case, you can also define not to perform any action or opens a
blank account record or contact record.
Note:
You can view this tab only if you select the ASContact database on the Identification
tab.
5. Click the MS CRM tab and configure the fields.
Using the MS CRM tab, you can select options to search Microsoft Dynamics CRM
accounts, Microsoft Dynamics CRM contacts, or both when an inbound work item arrives.
You can also select particular fields for accounts and for contacts.
Note:
You can view the MS CRM tab only if you select the MS CRM directly option on the
Identification tab.
6. Click the Synchronization tab and configure the fields.
Using the Synchronization tab, you can initially synchronize entire data from your Microsoft
Dynamics CRM database with the ASContact database that Call Center Elite Multichannel
Desktop uses to store contact information.
After the initial synchronization, MS CRM Phonebook Synchronizer application installed on
the Microsoft Dynamics CRM server automatically synchronizes the changes in the Microsoft
Dynamics CRM accounts with the records in the ASContact database.
7. Click Apply and then click OK.

Microsoft Dynamics CRM field descriptions

Name Description
Main Tab
Name The name of the MS CRM server.
Domain The domain in which the MS CRM server is present.
CRMService URL The URL of the file where the CRM service file is
available.
MetadataService URL The URL of the file where the metadata service file is
available.
Login using default credentials You can select this check box to use the default user
name and the default password to access MS CRM
server.
User name The user name to access the MS CRM server.
Password The password to access the MS CRM server.
Identification Tab
Inbound Contact Identification The following are the contact identification options:
• Contact Database

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 57

Comments? [email protected]
Installing and configuring Desktop components

Name Description
• MS CRM Directly
• Disable, only use Rules
Enable Identification Channels The channels for which you want to search the
database when you receive a work item. The
following are the options:
• Inbound email
• Inbound preview contact
• Inbound simple messaging
• Inbound voice
Contact DB Tab
Server The name of the database server.
Name The name of the database. The default name is
ASContact.
User name The user name to access the database.
Password The password to access the database.
Test Connection You can click Test Connection to test whether Call
Center Elite Multichannel Desktop successfully
connects to the specified database server.
No Match Action An action that must be performed when the details
from a work item do not match with any of the
contact records in the database.
Single Match Action An action that must be performed when the details
from a work item matches with a contact in the
database.
Multiple Match Action An action that must be performed when the details
from a work item matches with multiple contacts in
the database.
MS CRM Tab
Look MS CRM Account Using this field, you can add the fields for CRM
accounts.
When you receive a work item, the details from the
work item are matched with the details in the
Microsoft Dynamics CRM account fields that you
added.
You must select an account field and configure
values for the following fields:
• No Match Action
• Single Match Action
• Multiple Match Action

58 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Call Center Elite Multichannel Desktop configuration

Name Description
Look MS CRM Contact Using this field, you can add the fields for CRM
contacts.
When you receive a work item, the details from the
work item are matched with the details in the
Microsoft Dynamics CRM contact fields that you
added.
You must select a contact field and configure values
for the following fields:
• No Match Action
• Single Match Action
• Multiple Match Action
Synchronization Tab
Synchronize now When you click this button, the system starts the
synchronization. The time required for synchronizing
depends on the number of records available in the
MS CRM database. For example, synchronizing
70,000 records can take up to 20 minutes

Configuring DMCC
Procedure
1. In the Options dialog box, click the DMCC Settings tab.
2. On the DMCC Settings tab, configure the fields.
3. Click Apply and then click OK.

DMCC field descriptions

Name Description
Toolbar Position • Top first: The first toolbar from the top.
• Top second: The second toolbar from the top.
• Bottom: The toolbar at the bottom of the screen.
• Left: The toolbar at the left of the screen.
• Right: The toolbar at the right of the screen.
IP Address The IP Address for the AES Server.
Port The port number for the AES Server.
User name The user name for logging in to the AES server.
Password The password for logging in to the AES server.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 59

Comments? [email protected]
Installing and configuring Desktop components

Name Description
Use secure communications You can select this check box for a secured link to
connect to the AES server.
Ignore certificate errors You can select this check box to ignore the AES
Certificate errors for secure link connection.
Name The name of the Communication Manager from
TLink.
IP Address The IP address for Communication Manager.
Media mode The following are the available media modes:
• None
• Telecommuter
• Client Mode
• Server Mode
RTP IP Address The IP address for the local system.
RTP Port The port number for the local system.

Note:
The RTP IP Address and RTP Port fields are
enabled only if you select Client Mode in the
Media mode field.
Telecommute number The station number for Telecommuter.
Dependency mode One of the DMCC modes.
Number This field remains disabled.
Password The password configured in Communication
Manager for the station.
Add Vu Stats data to wallboard You can click this check box to provide statistics
from DMCC interface of the AES server.
Add Queue data to wallboard You can click this check box to provide statistics of
DMCC interface for Queue data of the AES server.

.Net Remote Connection

The Call Center Elite Multichannel applications and services that use .Net remote connection,
automatically uses the ASGUIHost.exe.config configuration file to control the remote
connection. This file specifies the gtcp channel and the default port number.
Note:
You must not change any information in this file.

60 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Language customization

Language customization
The custom language control uses the StringDataDoc.txt text file. This file is a sample text file
that contains strings in English. Call Center Elite Multichannel uses the strings from this file.
By default, the StringDataDoc.txt text file is placed at the following location:
C:\Program Files\Avaya\Avaya Aura CC Elite Multichannel\Desktop\CC Elite
Multichannel Desktop.
The following files are placed at this location:
• StringDataDoc.txt (English)
• StringDataDocCh.txt (Chinese: Simplified)
• StringDataDocFr.txt (French)
• StringDataDocGm.txt (German)
• StringDataDocIta.txt (Italian)
• StringDataDocJp.txt (Japanese)
• StringDataDocKr.txt (Korean)
• StringDataDocPort.txt (Portuguese: Brazilian)
• StringDataDocRu.txt (Russian)
• StringDataDocSp.txt (Spanish: Castilian)
• StringDataDocSpCol.txt (Spanish: Colombian)
• StringDataDocTradCh.txt (Chinese: Traditional)
You can use any of these files to create your custom language.

Creating a custom language

Procedure
1. Browse the folder that contains the text file that you want to use for creating your customized
language.
2. Perform one of the following actions:
• To use strings from English language, open the StringDataDoc.txt file.
• To use strings from a language other than English:
a. Rename the StringDataDoc.txt file to some other name, such as
StringDataDocEng.txt.
b. Rename the text file of your selected language to StringDataDoc.txt.
For example, if you have selected StringDataDocRu.txt file, then rename this file
to StringDataDoc.txt.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 61

Comments? [email protected]
Installing and configuring Desktop components

c. Open the renamed StringDataDoc.txt file.

Note:
When you open the StringDataDoc.txt file, you can view the order of
parameters as LANGUAGE, LOCALE, FONT1 to FONT4, and strings.
3. In the LANGUAGE parameter, replace the existing language name with the new language
name.
Note:
If you are modifying an existing language to suit your dialect, do not change the
language name.
4. In the LOCALE parameter, change the locale appropriately to suit your new language.
Note:
You can specify the locale in Hex format. For example, you can use 0 x 0409 for 1033.
When you change the locale, ensure that your system has appropriate operating system
and character sets for that language to work.
5. Change the fonts appropriately.
Note:
You must specify at least one font. The application ignores more than four fonts.
6. Change the strings appropriate to your language and locale.
Note:
In the file, you must change the strings only for the existing numbers. The language
control does not recognize the new numbers and strings that you add in the file.
7. Save the file.

Selecting a custom language for an agent

Procedure
1. In Call Center Elite Multichannel Desktop, click Tools > Options.
2. In the Options dialog box, click the Language tab.
3. Click the Language arrow and perform one of the following actions:
• If the option for your custom language is available in the list, select the option and click
OK.
• if you see the Custom Unknown option in the list, check for errors in the text file.
The following are the possible errors in the text file:
• The text file does not have a language name or you have deleted the language keyword.

62 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Rules management

• The text file does not have the name StringDataDoc.txt.

• The text file is not at the correct location where the application executable is available.
• The text file is not in the correct format.

Customizing a language for Call Center Elite Multichannel

Desktop
Procedure
1. Open the ASGUIHost.ini configuration file for Call Center Elite Multichannel Desktop.
2. Specify your custom language to the Language Parser parameter.
You must precede the language name with the word Custom.
For example: Custom Japanese for Japanese language.
3. Restart Call Center Elite Multichannel Desktop to display the text on the interface in the new
language.
If Call Center Elite Multichannel Desktop does not display the fonts appropriately, ensure
that your system has appropriate operating system and character sets for your language to
work.

Rules management
In Call Center Elite Multichannel Desktop, you can use the Rules window to create rules that
automatically perform actions on the call events that meet specified criteria. For example, you can
create a rule to transfer calls coming from a specific phone number to the voice mail. You can also
create a rule to display automatic dialog boxes containing information.
When you create a rule by specifying different parameters, Call Center Elite Multichannel Desktop
understands that rule as a complete statement. For example, when a certain event occurs and a call
property matches with the mentioned value, perform the mentioned action and either continue rules
processing, or go to another rule, or stop. The configuration file of Call Center Elite Multichannel
Desktop stores the rules as simple text strings.
In the Rules window, you can create multiple rules for a call event. The Rules Plug-in processes the
rules in an order in which the rules are listed in the Rules window. After a correct match, the
specified action is performed and no further rules are processed. You can change the processing
order anytime.
This rule functionality is similar to the email rules functionality in Microsoft Outlook.
For example:
• Rule1: When an agent receives an external phone call, the following rule forces the application
to create an inbound Microsoft Dynamics CRM phone call activity and to display the activity.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 63

Comments? [email protected]
Installing and configuring Desktop components

When Voice.WIDelivered And CallerDN > Nothing And CallerDN > 99999 Do
ReturnEvent MSCRM.CreateThenScreenpop,phonecall,description|directioncode|
from|phonenumber|subject|to,%UserEnteredCode%|0|%CallerDN%|%CallerDN%|%UUI
%|%CalledDN% Then Continue

• Rule2: When an agent receives an external phone call, the following rule forces the application
to look up a contact in the contact directory, try to match the phone number, and to display a
message on the screen.
When Voice.WIDelivered And CallerDN > Nothing and CallerDN > 99999 Do
ReturnEvent MSCRM.LookupThenScreenpop,contact,mobilephone|telephone1|
telephone2|telephone3,%CallerDN%,1,1,2,1 Then CONTINUE.

For more information about how to create rules using keywords and events available in the Rules
window, see the Avaya Aura® Call Center Elite Multichannel Desktop User Guide.

Creating a rule
Procedure
1. In Call Center Elite Multichannel Desktop, click Tools > Rules.
The system displays the Rules window.
2. Click the New button.
3. Create a trigger.
Click the When arrow and select an event for which you want to execute a rule.
4. Create a filter.
a. Select the Always check box if you do not want to set a condition for executing a rule
for a selected event.
The system disables the And field. Selecting the Always check box also indicates that
the rule you select is always executed when the selected event occurs.
b. Clear the Always check box to set a condition for executing a rule when a selected
event occurs.
c. In the And field, enter a condition for rule or click the ellipses (...) button to select a
condition from the Possible rule conditions field.
When you select a condition, the system displays a key and value pair for the selected
condition in the And field. The system compares the keys with the literal strings or the
keyword Nothing.
In the And field, you can add multiple conditions and combine them with the And
clause.
For example: CallerDN = 4567 And UUI > Nothing.

64 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Rules management

Note:
If you enter an invalid condition, the system displays an error icon on the button
next to the And field.
d. To compare a key with literal string, enter the required literal string after the keyword
operator.
For information about keys, values, and keyword operators, see the Avaya Aura® Call
Center Elite Multichannel Desktop User Guide.
5. Set an action for selected event and conditions.
a. Click the Do arrow and select an action.
The system performs the selected action when the selected event and conditions are
satisfied.
Based on an action you select, the application displays the related text fields to provide
supporting attributes to an action. Some actions have a single attribute and some
actions have multiple attributes.
For example:
Action Attribute 1 Attribute 2
Open Target. Enter a file or application that Command Line Arguments. Enter the
you want to open. command line arguments.
Alert Caption. Enter the text that displays on Message. Enter the text that displays on
the title bar of the Alert dialog box. the Alert dialog box.

b. Enter the appropriate values in the respective text fields.

6. Set the work that a rule must do after performing an action.
a. Click the Then arrow and select an appropriate action for a rule to perform when the
selected conditions are matched.
The available options are: Continue, GotoRule, Stop.
The Warning tab at the bottom of the Rules window displays warning messages when
you select an option, which is invalid for the rule you select.
b. Click the Else arrow and select an appropriate action for a rule to perform when the
selected conditions does not match.
7. Click OK.
Ensure that an application creates a valid rule. The Warning tab at the bottom of the Rules
window displays warning messages if you create an invalid rule.
A valid rule displays in the left panel of the Rules window.
8. Repeat the procedure to create more rules.
9. Select a rule and click Up and Down buttons to change the sequence in which the
application searches the rules.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 65

Comments? [email protected]
Installing and configuring Desktop components

Note:
The Rules Plug-in processes rules in an order in which the rules are listed in the Rules
window. After finding a match, a rule is executed and no further rules are processed.
10. Select a rule and click Delete to delete a rule.

Rule storage
The configuration file of Call Center Elite Multichannel Desktop stores a rule that you create in Rules
window.
The configuration file stores each rule on a separate line. The Rules Plug-in accesses the
configuration file to execute a rule that matches the specified criteria.
Note:
You must enter the event parameters with appropriate uppercase and lowercase letters and
without spaces between the words. For more information about the event parameters, see
Avaya Aura® Call Center Elite Multichannel Desktop User Guide.

Device Media Call Control (DMCC)

DMCC overview
Using Device Media Call Control (DMCC), Call Center Elite Multichannel Desktop communicates
with the Communication Manager deskphone. Call Center Elite Multichannel Desktop is connected
to the deskphone so that the feature buttons of both products are synchronized. For example,
EC500 pushed on Avaya H323 or DCP deskphone configured on Communication Manager also
appears on Call Center Elite Multichannel Desktop.
You can put the DMCC buttons either on the left or right toolbar in addition to the standard top and
bottom toolbars. DMCC plug-in can also provide Vu-Stats and Queue information to the Wallboard
plug-in. Using Communication Manager, you can configure the Feature button assignments for each
station.
When you use DMCC, a media stream goes to multiple clients. DMCC registers a client application
to control the deskphone and to get the media at the same time without unregistering the physical
phone.

66 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Device Media Call Control (DMCC)

DMCC modes
Main mode
The Main mode implies that other endpoints can register with Communication Manager using the
same extension. The Main endpoint is not dependent on registration of any other IP endpoints using
the same extension. After the endpoint joins the call, the endpoint can perform all related functions
such as talk and listen. You can associate only one Main registrant with an extension.
If the IP endpoint goes through a link bounce, Communication Manager can view the call-present
flag only from the Main mode during registration. If you implement the share-talk button, the Main
mode can block other registrants from taking over the talk-time slot. The Main registrant can also
take over the talk-time slot from the endpoints registered in the DEPENDENT/INDEPENDENT
dependency mode.

Independent mode
In the Independent mode, the endpoints can perform the following functions even when the Main IP
endpoint is not registered:
• Receive call
• Make call
• Talk
• Listen
In this mode, the endpoint has the capabilities of the main registrant until the main endpoint
registers. When the Main mode registers or re-registers, the independent registrant is put in the
listen-only mode and the Main mode gets the talk privilege. The Main mode has precedence over an
independent registrant. This mode is enforced even if the user is in a call.
Note:
If you enable the share-talk button, the talk-time slot remains with the independent registrar if
the registrar activates the share-talk button. If the Main mode wants to take over the talk-time
slot, then the Main mode must activate this button.
Using the Independent mode, the IP endpoints can specify when the endpoints want to make or
receive calls even if the main endpoint is unavailable in the event of a network failure. The
Independent mode is useful when a call recording application uses the service observing feature
with two registrations for high availability. One registration registers in the Main mode, and the other
registration registers in the Independent mode. In this example, the registrant uses Communication
Manager to either answer calls or make calls after registering.

Dependent mode
In the Dependent mode, an IP endpoint can register only when another endpoint is registered to
Communication Manager using the same extension in the Main mode. IP endpoints can register if
the extension is with a DCP phone and the DCP phone is in service. During a call, the IP endpoint is
always in the listen-only mode.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 67

Comments? [email protected]
Installing and configuring Desktop components

DMCC features
Call Center Elite Multichannel supports the following DMCC features:
• EC500
• Malicious call trace activation
• Malicious call trace controller
• Send all calls
• Call forward
• Auto dial
• Stroke count
• Work codes
• Account
• Vu-Stats
• Headset
• Supervisor Assist
• Busy indicator
• User-to-user information
• VDN of origin repeat
• Mute far-end
• Hunt group night service
• Queued calls
• Oldest queued time
• Bridged appearance

Microsoft Dynamics CRM integration

As a Microsoft Business Solutions CRM user, you must configure the following plug-ins to use the
multimedia functionality of Call Center Elite Multichannel, so that you can distribute Microsoft
Dynamics CRM activities to your call center agents:
• MS CRM GUI Plug-in of Call Center Elite Multichannel Desktop
• MS CRM Svc Plug-in of Preview Contact Media Store
For more information, see Configuring Microsoft Dynamics CRM on page 56.
For information about how to configure MS CRM Svc Plug-in and set up a program for Microsoft
Dynamics CRM activities, see MS CRM GUI Plug-in User Guide.

68 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Integrating IronPython script

For information about how to customize Microsoft Dynamics CRM Server and install MS CRM
Phonebook Synchronizer, see MS CRM GUI Plug-in Guide. The customization of Microsoft
Dynamics CRM Server is required for displaying dial buttons on the Microsoft Dynamics CRM web
pages.

Integrating IronPython script

About this task
Using Python Breakout Plug-in, developers can invoke IronPython scripts when Call Center Elite
Multichannel Desktop events trigger. The following procedure helps you to understand how to map
an IronPython script to a Call Center Elite Multichannel Desktop event.
Procedure
1. Close all open applications.
2. Open ASGUIHost.ini file.
3. In the Plug In Assembly List section, remove the semicolon from the text ;Python
Breakout Section=Python Breakout to enable Python Breakout Plug-in.

Note:
By default, Python Breakout Plug-in is disabled.
4. Start Call Center Elite Multichannel Desktop.
5. Click Tools > Python Breakout > View by Event.
The system displays a list of events belonging to all plug-ins registered to Call Center Elite
Multichannel Desktop.
6. Select a Call Center Elite Multichannel Desktop event from the list and click Add.
7. On the Event Mapping screen, type a unique name for your event mapping.
8. Click Browse and locate your IronPython script.
9. If required, type the name of a function in your script that acts as a starting point when you
run the script.
The name of the function must match the name specified in the event/script mapping
definition. You must supply the parameters in the order - sender, eventArgs, PIMBroker.

sender This parameter is passed through the event handler arguments. The specific
type of this object is determined by the generator of the event. IronPython
casts this parameter to the correct type for you. To figure the members and
methods of this parameter, you must know the definition of the object.

eventArgs This parameter is passed through the second argument of the event handler.
The specific type of this object is determined by the generator of the event,

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 69

Comments? [email protected]
Installing and configuring Desktop components

however, this parameter is derived from the .Net EventArgs class. IronPython
casts this parameter to the correct type for you. To figure the members and
methods of this parameter, you must know the definition of the object.

PIMBroker This parameter is a class of type IASPIMBroker, which is the PIMBroker

object used by the ASPythonBreakoutPlugin executing the Python script. You
can access any public method or member within this class.

An example function definition is: def EntryFunction (sender, eventArgs, PIMBroker):

If you do not enter the script through a function, three global variables are supplied, which
are named sender, eventArgs, and PIMBroker.
10. Select to run scripts in dynamic or precompiled manner.
• If you run scripts in a dynamic manner, the scripts are recompiled every time you execute
the scripts. This method is slower. However, you can use this method to modify scripts
and execute new scripts without having to restart Call Center Elite Multichannel Desktop.
• If you run the scripts in a precompiled manner, the scripts are compiled on startup. This
method improves script performance. However, if you modify the script, you must restart
Call Center Elite Multichannel Desktop before you find the script changes.
11. Select to run scripts synchronously or asynchronously.
• If you run a script synchronously, then if the event that triggered the event occurs again
while the script is being executed, the script for the second event is executed until the first
one has completed.
• To run a script asynchronously, specify the maximum number of concurrent scripts that
may be executed for a specific event/script mapping in the Thread pool size text box. Any
number of requests beyond this number are queued. If the queue exceeds the number
specified by the Maximum queued requests, all subsequent requests to execute scripts for
that event/script mapping are ignored. After the number of queued requests falls below the
Maximum queued requests limit, a new event is queued again.
12. Click Save.
Note:
You can also use the CC Elite Multichannel Desktop Events tab to change or delete
event-to-script mappings.
13. Click Tools > Python Breakout > View by Mapping Name from the menu bar to view
IronPython scripts that are already mapped to Call Center Elite Multichannel Desktop events.
You can add, change, or delete event-to-script mappings in the Script Mapping Names
pane.

Sample script
The Call Center Elite Multichannel installer includes a sample script called CESample1.py.

70 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Call Center Elite Multichannel Reporting installation

For more information about Python, see www.python.org and for more information about
IronPython, see www.codeplex.com/Wiki/View.aspx?ProjectName=IronPython.

Call Center Elite Multichannel Reporting installation

Call Center Elite Multichannel Reporting runs on various Microsoft Windows operating systems,
such as Microsoft Windows XP, Microsoft Windows Vista, Microsoft Windows 7, Microsoft Windows
8, and Microsoft Windows 8.1. For more information, see Supported products on page 22.
Note:
You must have administrator privileges to install Call Center Elite Multichannel Reporting on
Microsoft Windows XP, Microsoft Windows Vista, and Microsoft Windows 7.

Requirements for Call Center Elite Multichannel Reporting

In addition to the requirements listed for the Desktop components, the following are the
requirements for Call Center Elite Multichannel Reporting:
• Microsoft IIS 6.0 or higher must be installed on the system.
• Microsoft SQL Server with Advance Services must be installed on the system and configured
with the client accounts.
• Microsoft SQL Server Reporting Services must be installed on the system and configured with
the client accounts.
Important:
Installation of SQL Server with Advanced Services is required for leveraging the Reporting
Services that comes within the Advanced Services package for SQL Server. This is
essential for the reporting capabilities within Call Center Elite Multichannel suite.
For information about Microsoft SQL Server Reporting Services, see Microsoft SQL
documentation.

Installing Call Center Elite Multichannel Reporting

Before you begin
Ensure that Media Proxy is installed on the system.
Procedure
1. Close all open applications.
2. Run the setup.exe file.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 71

Comments? [email protected]
Installing and configuring Desktop components

3. On the Trace System Server Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for Trace System Server.
b. In the Port field, enter the port number for Trace System Server.
c. Click Next.
4. Click Desktop > CC Elite Multichannel Reporting.
5. On the Avaya Aura® Call Center Elite Multichannel Reporting welcome screen, click Next.
6. On the License Agreement screen, click Yes to agree with the licensing agreement.
7. On the Experience Portal Service Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for the Experience Portal Server.
b. In the Port field, enter the port number for the Experience Portal Server.
c. Click Next
Important:
To enable the Experience Portal Express menu on the menu bar of the Reporting
application, specify the correct IP address or hostname of the Experience Portal
server in the Experience Portal Service IP configuration key of the Experience
Portal Plugin section on the Configuration Server.
8. On the Edit Data screen, perform one the following actions:
• To source the configuration information from the local .ini file, keep the Use default CC
Elite Multichannel Reporting INI file for configuration information check box selected
and click Next.
• To source the configuration information from Configuration Server, clear the Use default
CC Elite Multichannel Reporting INI file for configuration information check box,
enter values in the fields, and click Next.
For more information, see Edit Data field descriptions on page 27.
9. On the Choose Destination Location screen, select a location for the installation files and
click Next.
10. On the Configure CC Elite Multichannel Reporting screen, enter appropriate value in the
fields, and then click Next.
For information about these fields, see Configure CC Elite Multichannel Reporting field
descriptions on page 73.
11. To install the iClarity plug-in, keep the iClarity feature selected and click Next.
Note:
The iClarity plug-in is not supported on the Microsoft Windows 7 operating system.
12. To install Call Center Elite Multichannel Reporting without a shortcut on the system desktop,
clear the Include the Avaya Aura Call Center Elite Multichannel Reporting shortcut on
the desktop check box, and then click Next.

72 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Call Center Elite Multichannel Reporting installation

13. Review the installation settings and click Next.

Note:
If you receive an Add Provider Error message during installation, click OK.
14. Click Finish.
If the installation prompts you to restart the system, select Yes, I want to restart my
computer now. The installation prompts you to restart the system when application
components need updating or registering.

Configure CC Elite Multichannel Reporting field descriptions

Name Description
Media Director IP The IP address for Media Director.
Media Director Port The port number for Media Director.
The default port number for Media Director is 29087.
XML Server IP The IP address for XML Server.
XML Server Port The port number for XML Server.
The default port number for XML Server is 29096.
License Director IP The IP address for License Director.

Note:
When you enter the IP address for License
Director, the Connect License Director
parameter in the configuration file of the
application changes from False to True.
License Director Port The port number for License Director.
The default port number for License Director is
29095.

Verifying SQL Server Reporting Services

About this task
Note:
This example is based on the SQL Server installation and assumes that SQL Server is installed
and configured with a Default instance, and that Microsoft SQL Server Reporting Services is
installed. For more information, refer to the Microsoft SQL Server Reporting Services
documentation.
Procedure
1. From the Windows Start menu, select All Programs > Microsoft SQL Server >
Configuration Tools > Reporting Services Configuration Manager.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 73

Comments? [email protected]
Installing and configuring Desktop components

2. Select the correct system name and instance name.

3. Click Connect.
If the report services stop, start the services by clicking Start.
4. In the left pane, click Report Manager URL and verify the Report Manager Site
Identification.
5. In the left pane, click Web Service URL and verify the following:
• Report Server Web Service Virtual Directory
• Report Server Web Service Site Identification
• Report Server Web Service URLs
6. In the left pane, click Database and verify the following:
• Current Report Server Database
• Current Report Server Database Credential
7. Click Exit.

Media Proxy installation

This installation helps you if you have developed your own contact center software using
Developer's multimedia components and that software relies on Media Proxy to run.
To run Call Center Elite Multichannel Desktop or Call Center Elite Multichannel Reporting, ensure
that Media Proxy is installed on the system.
Media Proxy can be installed manually through a separate installer or can be installed automatically
during installation of Call Center Elite Multichannel Desktop or Call Center Elite Multichannel
Reporting.
The default location where Media Proxy is installed is C:\Program Files\Avaya\Avaya Aura
CC Elite Multichannel\Desktop\Media Proxy Service.
If you install Media Proxy manually and then uninstall it at a later time, Call Center Elite Multichannel
Desktop does not work. If Media Proxy is installed automatically, then you cannot uninstall Media
Proxy through Add or Remove Programs option in Control Panel.
Media Proxy runs on Microsoft Windows operating systems, such as Windows XP, Windows Vista,
and Windows 7. For more information, see Supported products on page 22.
For the application to install, the system must have Microsoft .Net Framework 3.5 SP1 and Microsoft
Internet Explorer.

74 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Media Proxy installation

Installing Media Proxy

About this task
This task describes how to install Media Proxy using separate Media Proxy installer.
Procedure
1. Close all open applications.
2. Run the setup.exe file.
3. On the Trace System Server Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for Trace System Server.
b. In the Port field, enter the port number for Trace System Server.
c. Click Next.
4. Click Desktop > Media Proxy.
5. On the Media Proxy Service welcome screen, click Next.
6. On the License Agreement screen, click Yes to agree with the licensing agreement.
7. On the Choose Destination Location screen, select a location for the installation files and
click Next.
8. Review the installation settings and click Next.
9. Click Finish.
If the installation prompts you to restart the system, select Yes, I want to restart my
computer now. The installation prompts you to restart the system when application
components need updating or registering.
Note:
If you install Media Proxy using this procedure and uninstall it at a later time, then Call
Center Elite Multichannel Desktop and Call Center Elite Multichannel Reporting stop
working.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 75

Comments? [email protected]
Chapter 5: Installing Server applications

Requirements for installing server applications

To install Avaya Aura® Call Center Elite Multichannel on a system, ensure that you have installed
and configured the following:
• Avaya WebLM
• Avaya Aura® Communication Manager
• Avaya Aura® Application Enablement Services
• A supported Microsoft SQL Server
In addition, you must install and configure the services that are required for various configurations,
such as Voice only configuration, Email only configuration, and Messaging configuration.

Call Center Elite Multichannel core services

You must install and configure the following core services before configuring the email, webchat, or
voice services:
• License Director
• XML Server
• Application Management Service
• Configuration Server, if centralized configuration is used
• IDS Services for reporting, if reporting feature is used
• Task Director, if reporting feature is used
• Trace System
• Media Director, for any multimedia interaction

Services for Voice only configuration

You must install and configure the following services to set up voice only configuration:
• Call Center Elite Multichannel core services
• Media stores - Voice Media Store

76 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Requirements for installing server applications

• Call Recording Config Service, if voice configuration is integrated with Avaya Aura® Work
Force Optimization
• Experience Portal Config Service, if Experience Portal is integrated with Call Center Elite
Multichannel

Services for Email only configuration

You must install and configure the following services to set up Email only system for Call Center
Elite Multichannel:
• Call Center Elite Multichannel core services
• Media Stores - Email Media Store

Services for Messaging configuration

You must install and configure the following services to set up messaging system for Call Center
Elite Multichannel. Using this system, you can support webchat, sms, and various other gateways
listed in the Avaya Aura® Call Center Elite Multichannel Overview guide :
• Call Center Elite Multichannel core services
• Media Stores - Simple Messaging Media Store
• Media Gateway - such as webchat and SMS

Services for Call Routing configuration

You must install and configure the following services to set up Call Routing:
• Call Center Elite Multichannel core services
• Call Routing Server

Services for Outbound (Preview or Progressive)

You must install and configure the following to set up Outbound service (Preview or Progressive):
• Call Center Elite Multichannel core services
• Media Stores - Preview Contact Media Store

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 77

Comments? [email protected]
Installing Server applications

Installing and configuring IIS on Microsoft Windows

Server 2008
Procedure
1. On the server desktop, right-click My Computer and click Manage.
2. On the Server Manager window, right-click Roles and click Add roles.
3. On the Before You Begin screen, click Next.
4. On the Select Server Roles screen, select Web Server (IIS) and click Next.
5. On the Introduction to Web Server (IIS) screen, click Next.
6. On the Select the Role Services to install for Web Server (IIS) screen, perform the following
steps:
a. In Common HTTP Features section, select the following components:
• Static Content
• Default Document
• Directory Browsing
• HTTP Errors
• HTTP Redirection
b. In Application Development section, select the following components:
• ASP.NET
• .NET Extensibility
• ASP
• CGI
• ISAPI Extensions
• ISAPI Filters
• Server Side Includes
c. In Health and Diagnostics section, select the following components:
• HTTP Logging
• Logging Tools
• Request Monitor
• Tracing
d. In Security section, select the following components:
• Basic Authentication
• Windows Authentication
• Request Filtering

78 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Installation of Server applications

e. In Performance section, select the Static Content Compression component.

f. In Management Tools section, select the following components:
• IIS Management Console
• IIS 6 Management Compatibility
g. In IIS 6 Management Compatibility section, select the following components:
• IIS 6 Metabase Compatibility
• IIS 6 WMI Compatibility
• IIS 6 Scripting Tools
• IIS Management Console
7. Click Next.
8. On the Confirm Installation Selections screen, click Install.
9. Click Close.
10. Exit the Server Manager.
11. Restart the server.

Installation of Server applications

Installing License Director

About this task
You can install License Director on the Telephony Server or the system running Call Center Elite
Multichannel server applications.
Before you start installing License Director, ensure that WebLM is installed on the system. For more
information, see WebLM installation on page 112.
Procedure
1. Close all open applications.
2. Run the setup.exe file.
3. On the Trace System Server Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for Trace System Server.
b. In the Port field, enter the port number for Trace System Server.
c. Click Next.
4. Click Server > License Director.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 79

Comments? [email protected]
Installing Server applications

5. On the License Director welcome screen, click Next.

6. On the License Agreement screen, click Yes to agree with the licensing agreement.
7. On the Choose Destination Location screen, select a location for the installation files and
click Next.
8. On the Configure License Director screen, enter the WebLM URL to use a remote WebLM
server, and then click Next.
9. Review the installation settings and click Next.
10. Click Finish.
If the installation prompts you to restart the system, select Yes, I want to restart my
computer now. The installation prompts you to restart the system when application
components need updating or registering.
11. Open the Windows Services application.
a. Click Start > Run.
b. In the Run dialog box type services.msc .
c. Click OK.
12. In the Services window, verify that the AS License Director service is running.

Installing Call Routing Server

About this task
Note:
Call Routing Server is always installed on C Drive.
Procedure
1. Close all open applications.
2. Run the setup.exe file.
3. On the Trace System Server Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for Trace System Server.
b. In the Port field, enter the port number for Trace System Server.
c. Click Next.
4. Click Server > Call Routing Server.
5. On the Call Routing Server welcome screen, click Next.
6. On the License Agreement screen, click Yes to agree with the licensing agreement.
7. On the Choose Destination Location screen, select a location for the installation files and
click Next.
8. On the Configure Call Routing Server screen, enter the configuration information.

80 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Installation of Server applications

For more information, see Configure Call Routing Server field descriptions on page 82.
Note:
You can skip this step if you want to add the configuration information in the
configuration file (.ini) at a later time.
9. Click More and configure routing and monitored VDNs.
For more information, see Configuring routing and monitored VDNs on page 82.
10. Click Next.
11. On the Select Features screen, perform one of the following actions:
• To install all plug-ins, keep the Plug-ins check box selected.
• To install selected plug-ins:
a. Click Change.
b. On the Select Subfeatures dialog box, clear the check boxes for the plug-ins that you
do not want to install.
Note:
Script Host Plug-in does not install scripting engines as a part of installation.
c. Click Continue.
12. Click Next.
13. Clear the Include sample applications with installation check box if you do not want to
install sample applications.
The sample applications show how to integrate Call Routing Server with Call Center Elite
Multichannel plug-ins.
14. Click Next.
15. Review the installation settings and click Next.
16. Click Finish.
If the installation prompts you to restart the system, select Yes, I want to restart my
computer now. The installation prompts you to restart the system when application
components need updating or registering.
17. Open the Windows Services application.
a. Click Start > Run.
b. In the Run dialog box type services.msc .
c. Click OK.
18. In the Services window, verify that the AS Call Routing Server service is running.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 81

Comments? [email protected]
Installing Server applications

Configure Call Routing Server field descriptions

Name Description
Primary Link Name The name of the primary link that the application
uses to connect to the Avaya Telephony Server and
switch.
For example: AVAYA#ONEXCM82#CSTA-S#APCAES

Note:
Call Routing Server exits if you leave this field
blank. For Named Licensing, you must use the
secure TLink of type CSTA-S.
Primary User Name The user name required for accessing the primary
link.
Primary User Password The password for the primary user name.
By default, the Call Center Elite Multichannel
application encrypts the password. For more
information, see Commands on page 173.
Secondary Link Name The name of the secondary link that the application
uses to connect to the Avaya Telephony Server and
switch.
Secondary User Name The user name required for accessing the secondary
link.
Secondary User Password The password for the secondary user name
By default, the Call Center Elite Multichannel
application encrypts the password. For more
information, see Commands on page 173.

Configuring routing and monitored VDNs

About this task
While installing Call Routing Server, you can configure routing and monitored VDNs.
Procedure
1. In the Routing VDN List field, enter the VDN number for which Call Routing Server must
issue Route Request events and click Add.
2. In the Monitored VDN List field, enter the VDN number for which Call Routing Server must
issue monitor request commands and click Add.
3. Select a VDN from the list and click Delete to delete a VDN number from the list.
4. Click the Exit button to return to the Configure Call Routing Server screen.

82 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Installation of Server applications

Installing Configuration Server

Install script for Configuration Server
The install script for Configuration Server provides options to install Configuration Server and
Configuration Manager.
The option to install Configuration Server includes:
• Related database scripts for Configuration Server
• Startup application for Configuration Server
• Configuration Server Manager
Your system must be running Windows Installer 4.5 before you can install Configuration Server.
Otherwise, this install automatically runs an install script for that application.

Requirements for Configuration Server

The following are the requirements for Configuration Server:
• The client computer must have Microsoft Windows XP SP3, Microsoft Windows Vista,
Microsoft Windows 7, Microsoft Windows Server 2008 (Enterprise and Standard), or Microsoft
Windows 2008 R2 Server.
• The client computer must have Microsoft Management Console (MMC) 3.0 or higher.
You can download MMC from the Microsoft website.
• Configuration Server must run on a system with server operating system.
For more information, see Installation requirements on page 18.
• Microsoft SQL Server with Advance Service must be installed and configured on the system.
Note:
- The SQL Server must have mixed mode authentication and not Windows only
authentication. The mixed mode authentication specifies that you have configured the SQL
Server for SQL Server and Windows.
- Configuration Server is always installed on C Drive.

Installing Configuration Server and Configuration Manager

About this task
You can install Configuration Manager on the system where the Configuration Server is installed.
You can also install Configuration Manager separately on a client computer.
Procedure
1. Close all open applications.
2. Run the setup.exe file.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 83

Comments? [email protected]
Installing Server applications

3. On the Trace System Server Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for Trace System Server.
b. In the Port field, enter the port number for Trace System Server.
c. Click Next.
4. Click Server > Configuration Server.
5. On the Configuration Server welcome screen, click Next.
6. On the License Agreement screen, click Yes to agree with the licensing agreement.
7. On the Choose Destination Location screen, select a location for the installation files and
click Next.
8. Keep the Configuration Manager and Configuration Server check boxes selected and
click Next.
Note:
Configuration Server Manager is the startup application of Configuration Server.
9. Review the installation settings and click Next.
10. Click Finish.
If the installation prompts you to restart the system, select Yes, I want to restart my
computer now. The installation prompts you to restart the system when application
components need updating or registering.
11. Open the Windows Services application.
a. Click Start > Run.
b. In the Run dialog box type services.msc.
c. Click OK.
12. In the Services window, verify that the Active Configuration Server service is running.

Installing Task Director

About this task
Task Director enables the Reporting Plug-in to schedule reports.
Procedure
1. Close all open applications.
2. Run the setup.exe file.
3. On the Trace System Server Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for Trace System Server.
b. In the Port field, enter the port number for Trace System Server.

84 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Installation of Server applications

c. Click Next.
4. Click Server > Task Director.
5. On the Task Director welcome screen, click Next.
6. On the License Agreement screen, click Yes to agree with the licensing agreement.
7. On the Choose Destination Location screen, select a location for the installation files and
click Next.
8. On the Task Director Configuration screen, enter values in the fields and click Next.
For more information, see Task Director Configuration field descriptions on page 85.
Note:
The task is configured against Windows user account.
9. Review the installation settings and click Next.
10. Click Finish.
If the installation prompts you to restart the system, select Yes, I want to restart my
computer now. The installation prompts you to restart the system when application
components need updating or registering.
11. Open the Windows Services application.
a. Click Start > Run.
b. In the Run dialog box type services.msc .
c. Click OK.
12. In the Services window, verify that the AS Task Director service is running.

Task Director Configuration field descriptions

Name Description
Domain Name The domain name of Windows account.
Domain User The user name of Windows account.
Password and Confirm Password The password of Windows account.

Configuring Task Director

Procedure
1. Open the Windows Services application.
a. Click Start > Run.
b. In the Run dialog box type services.msc.
c. Click OK.
2. Right-click the AS Task Director service and select Properties.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 85

Comments? [email protected]
Installing Server applications

3. Add a Domain user account for the service and click OK.
Next steps
After you complete the installation, you must change the user.

Installing Interaction Data Server

About this task
The install script for the Interaction Data Server installs the following services:
• Interaction Data Server - Voice and Presence
• Interaction Data Server - Multimedia
• Interaction Data Server - View
Microsoft SQL Server with Advance Service is installed and configured on the system.
Note:
The SQL Server must have mixed mode authentication and not Windows only authentication.
The mixed mode authentication specifies that you have configured the SQL Server for SQL
Server and Windows.
Procedure
1. Close all open applications.
2. Run the setup.exe file.
3. On the Trace System Server Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for Trace System Server.
b. In the Port field, enter the port number for Trace System Server.
c. Click Next.
4. Click Server > Interaction Data Server.
5. On the Interaction Data Server welcome screen, click Next.
6. On the License Agreement screen, click Yes to agree with the licensing agreement.
7. On the Choose Destination Location screen, select a location for the installation files and
click Next.
8. On the Configure Interaction Data Server - Voice and Presence screen, enter the
configuration information.
For more information, see Configure Interaction Data Server - Voice and Presence field
descriptions on page 87.

86 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Installation of Server applications

Note:
You can skip this step if you want to add the configuration information in the
configuration file (.ini) at a later time.
9. Click More and configure switch information.
For more information, see Configuring switch information on page 88.
10. Click Next.
11. On the Configure Database Connectivity screen, enter the configuration information for
Interaction Data Server Database and CMS Database.
For more information, see Configure Database Connectivity field descriptions on page 88.
12. Click Next.
13. Clear the Include sample applications with installation check box if you do not want to
install sample applications.
The sample applications show how to use Interaction Data Server.
14. Review the installation settings and click Next.
15. Click Finish.
If the installation prompts you to restart the system, select Yes, I want to restart my
computer now. The installation prompts you to restart the system when application
components need updating or registering.
16. Open the Windows Services application.
a. Click Start > Run.
b. In the Run dialog box type services.msc.
c. Click OK.
17. In the Services window, verify that the following services are running:
• AS Interaction Data Server - Multimedia
• AS Interaction Data Server - Voice
• AS Interaction Data Server - Voice and Presence
Note:
Only the Voice skills are monitored in Interaction Data Server-Voice and Presence.
However, Interaction Data Server - Multimedia Server provides the Multimedia Queue
details.

Configure Interaction Data Server - Voice and Presence field descriptions

Field Description
Interaction Data Server ID A unique number that identifies the Interaction Data
Server Voice and Presence.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 87

Comments? [email protected]
Installing Server applications

Field Description
Interaction Data Server Port The port number that the Interaction Data Server -
Voice and Presence uses to accept connections
from clients and other servers.
The default port number is 29090.
Switch ID The ID number of the switch to which the Interaction
Data Server - Voice and Presence is connected.
This ID number must be a unique number. The
switch ID is important in complex configurations such
as a network of Interaction Data Server - Voice and
Presence servers that receives information from
multiple Avaya switches.
Primary Link Name The name of the primary link that the application
uses to connect to the Avaya Telephony Server and
switch.
For example: AVAYA#ONEXCM82#CSTA-S#APCAES

Note:
For Named Licensing, you must use the secure
TLink of type CSTA-S.
Primary User Name The user name required for accessing the primary
link.
Primary User Password The the password for the primary user name.
By default, the Call Center Elite Multichannel
application encrypts the password. For more
information, see Commands on page 173.

Configure Database Connectivity field descriptions

Database Field Description
Interaction Data Server Database Server Name The name of the SQL Server.
Database
AvayaCall Management Database Server Name The name or TCP/IP address of the server
System (CMS) Database where the CMS Informix database is located.
The CMS Plug-in for Interaction Data Server -
Multimedia uses this information.
Database User Name The user name for the CMS Informix
database.
Database User Password The password for the database user name.

Configuring switch information

About this task
While installing Call Routing Server, you can configure switch information.

88 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Installation of Server applications

Procedure
1. In the VDN field, enter the VDN number that you want the Interaction Data Server - Voice
and Presence to monitor and click Add.
2. In the ACD Split/Skill field, enter the hunt group extension that you want the Interaction
Data Server - Voice and Presence to monitor and click Add.
3. In the Station field, enter the extension that you want the Interaction Data Server - Voice
and Presence to monitor and click Add.
4. In the Trunk Group field, enter the trunk group number that you want the Interaction Data
Server - Voice and Presence to monitor and click Add.
5. Click Delete to remove an item from a list.
6. Click Exit to return to the Configure Interaction Data Server - Voice and Presence screen.

Installing Trace System

About this task
In Call Center Elite Multichannel, you can install the Trace system to collect and store logs on a
central server. The Trace system consists of the TTrace Server, TTrace Configuration, TTrace
Console, and TTrace LogtoZip components. You can use these components to view, configure, and
archive the logs stored on the TTrace Server.
Important:
You must enable the Windows Firewall service before installing Trace System.
Procedure
1. Close all open applications.
2. Run the setup.exe file.
3. On the Trace System Server Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for Trace System Server.
b. In the Port field, enter the port number for Trace System Server.
c. Click Next.
4. Click Server > Trace System.
5. Click Next.
6. On the End-User License Agreement screen, select I accept the terms in the license
agreement to agree with the licensing agreement, and then click Next.
7. On the Choose Setup Type screen, perform one of the following actions:
• Click Complete to install all components of Trace System.
• Click Custom and select the components that you want to install.
8. Click Install.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 89

Comments? [email protected]
Installing Server applications

9. Click Finish.
If the installation prompts you to restart the system, select Yes, I want to restart my
computer now. The installation prompts you to restart the system when application
components need updating or registering.
10. Open the Windows Services application.
a. Click Start > Run.
b. In the Run dialog box type services.msc.
c. Click OK.
11. In the Services window, verify that the Avaya Trace Server service is running.

Installing TTrace Server without setup

Procedure
1. Copy the tt_srv.exe file from the data carrier to a folder in Avaya Aura® Call Center Elite
Multichannel.
2. Enter the command tt_srv.exe -install in the command prompt.
The system installs TTrace Server.
Result
After the installation completes, TTrace Server automatically starts as a service with the service
name as tt_srv.exe.

Installing Call Recording Config Service

About this task
In Call Center Elite Multichannel, you can install the Call Recording Config service for agents to use
call recording features. This service provides recording and replaying options for agents to record
the conversation of the agents with the customer and replay the recorded conversations. For more
information about Call Recording, see Avaya Aura® Call Center Elite Multichannel Desktop User
Guide and Administering Avaya Aura® Call Center Elite Multichannel.
Procedure
1. Close all open applications.
2. Run the setup.exe file.
3. On the Trace System Server Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for Trace System Server.
b. In the Port field, enter the port number for Trace System Server.
c. Click Next.
4. Click Server > Call Recording Config Service.
5. Click Next.

90 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Installation of Server applications

6. On the End-User License Agreement screen, select I accept the terms in the license
agreement to agree with the licensing agreement, and then click Next.
7. On the Choose Setup Type screen, perform one of the following actions:
• Click Complete to install all components of Call Recording Config Service.
• Click Custom and select the components that you want to install.
8. On the General Settings screen, perform the following actions:
a. In the Hostname of Trace System Service field, enter the host name or IP address for
Trace System Server.
b. In the Port field, enter the port number for Trace System Server.
c. Click Next.
9. Click Install.
10. Click Finish.
If the installation prompts you to restart the system, select Yes, I want to restart my
computer now. The installation prompts you to restart the system when application
components need updating or registering.
11. Open the Windows Services application.
a. Click Start > Run.
b. In the Run dialog box type services.msc.
c. Click OK.
12. Verify that the Avaya Call Recording Config Service service is running.

Installing Experience Portal Config Server

About this task
In Call Center Elite Multichannel, you can install the Experience Portal Config service for agents to
use Experience Portal application features inside Call Center Elite Multichannel. For more
information about Experience Portal, see the Administering Avaya Aura® Call Center Elite
Multichannel and Avaya Aura® Call Center Elite Multichannel Reporting User Guide.
Procedure
1. Close all open applications.
2. Run the setup.exe file.
3. On the Trace System Server Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for Trace System Server.
b. In the Port field, enter the port number for Trace System Server.
c. Click Next.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 91

Comments? [email protected]
Installing Server applications

4. Click Server > Experience Portal Config Service.

5. Click Next.
6. On the End-User License Agreement screen, select I accept the terms in the license
agreement to agree with the licensing agreement, and then click Next.
7. On the Choose Setup Type screen, perform one of the following actions:
• Click Complete to install all components of Experience Portal Config Service.
• Click Custom and select the components that you want to install.
8. On the General Settings screen, perform the following actions:
a. In the Hostname of Trace System Service field, enter the host name or IP address for
Trace System Server.
b. In the Port field, enter the port number for Trace System Server.
c. Click Next.
9. Click Install.
10. Click Finish.
If the installation prompts you to restart the system, select Yes, I want to restart my
computer now. The installation prompts you to restart the system when application
components need updating or registering.
11. Open the Windows Services application.
a. Click Start > Run.
b. In the Run dialog box type services.msc.
c. Click OK.
12. In the Services window, verify that the Avaya Experience Portal Config Service service is
running.

Installing Media Director

Before you begin
Ensure that Microsoft .Net Framework 3.5 SP1 is installed and XML Server is running on the
system.
Procedure
1. Close all open applications.
2. Run the setup.exe file.
3. On the Trace System Server Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for Trace System Server.
b. In the Port field, enter the port number for Trace System Server.

92 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Installation of Server applications

c. Click Next.
4. Click Server > Media Director.
5. On the Media Director welcome screen, click Next.
6. On the License Agreement screen, click Yes to agree with the licensing agreement.
7. On the Choose Destination Location screen, select a location for the installation files and
click Next.
8. Review the installation settings and click Next.
9. Click Finish.
If the installation prompts you to restart the system, select Yes, I want to restart my
computer now. The installation prompts you to restart the system when application
components need updating or registering.
10. Open the Windows Services application.
a. Click Start > Run.
b. In the Run dialog box type services.msc.
c. Click OK.
11. In the Services window, verify that the AS Media Director service is running.

Installing Virtual Agent

Before you begin
Ensure that Microsoft IIS 7 is installed and configured on the system.
Procedure
1. Close all open applications.
2. Run the setup.exe file.
3. On the Trace System Server Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for Trace System Server.
b. In the Port field, enter the port number for Trace System Server.
c. Click Next.
4. Click Server > Virtual Agent.
5. On the Virtual Agent welcome screen, click Next.
6. On the License Agreement screen, click Yes to agree with the licensing agreement.
7. On the Choose Destination Location screen, select a location for the installation files and
click Next.
8. Keep the Virtual Agent and Virtual Agent Web Service check boxes selected and click
Next.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 93

Comments? [email protected]
Installing Server applications

9. On the Configure Virtual Agent Web Service screen, enter the port number, and remote IP
address that the Virtual Agent Web service uses for connecting to the Virtual Agent Service,
and then click Next.
10. Review the installation settings and click Next.
Note:
If the installer does not find ASP Net 2.0 Web Service Extension installed on the
system, then the installer displays a dialog box to confirm whether to install Web Service
Extension. This component is required for the Virtual Agent Web Service Worker Plug-in.
11. Click OK.
ASP .Net 2.0 installation starts.
12. Click Finish.
If the installation prompts you to restart the system, select Yes, I want to restart my
computer now. The installation prompts you to restart the system when application
components need updating or registering.
13. Open the Windows Services application.
a. Click Start > Run.
b. In the Run dialog box type services.msc.
c. Click OK.
14. In the Services window, verify that the AS Virtual Agent service is running.

Installing XML Server

Procedure
1. Close all open applications.
2. Run the setup.exe file.
3. On the Trace System Server Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for Trace System Server.
b. In the Port field, enter the port number for Trace System Server.
c. Click Next.
4. Click Server > XML Server.
5. On the XML Server welcome screen, click Next.
6. On the License Agreement screen, click Yes to agree with the licensing agreement.

94 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Installation of Server applications

Note:
Ensure that the Avaya Application Enablement Services TSAPI client software is already
installed.
7. On the Choose Destination Location screen, select a location for the installation files and
click Next.
8. Review the installation settings and click Next.
9. Click Finish.
If the installation prompts you to restart the system, select Yes, I want to restart my
computer now. The installation prompts you to restart the system when application
components need updating or registering.
10. Open the Windows Services application.
a. Click Start > Run.
b. In the Run dialog box type services.msc.
c. Click OK.
11. In the Services window, verify that the AS XML Server service is running.

Installing Media Stores

Before you begin
Ensure that Microsoft SQL Server with Advance Service is installed and configured on the system.
About this task
The install script for each Media Store installs the Media Store and the related database scripts.
Procedure
1. Close all open applications.
2. Run the setup.exe file.
3. On the Trace System Server Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for Trace System Server.
b. In the Port field, enter the port number for Trace System Server.
c. Click Next.
4. Click Server > Media Stores.
5. Click one of the following options, as required:
• Preview Contact Media Store
• Simple Messaging Media Store
• Email Media Store

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 95

Comments? [email protected]
Installing Server applications

• Voice Media Store

6. On the welcome screen, click Next.
7. On the License Agreement screen, click Yes to agree with the licensing agreement.
8. On the Choose Destination Location screen, select a location for the installation files and
click Next.
9. Review the installation settings and click Next.
10. Click Finish.
If the installation prompts you to restart the system, select Yes, I want to restart my
computer now. The installation prompts you to restart the system when application
components need updating or registering.
11. Open the Windows Services application.
a. Click Start > Run.
b. In the Run dialog box type services.msc.
c. Click OK.
12. In the Services window, verify that the service for the installed media store is running.

Installing Application Management Service

About this task
The install script for Application Management Service installs the Application Management Director
and the Avaya Aura® Call Center Elite Multichannel Control Panel.
Note:
You must install the Avaya Aura® Call Center Elite Multichannel Control Panel on a system
where desktop components and Application management Director are installed.
Avaya Aura® Call Center Elite Multichannel Control Panel runs on the server side.
Procedure
1. Close all open applications.
2. Run the setup.exe file.
3. On the Trace System Server Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for Trace System Server.
b. In the Port field, enter the port number for Trace System Server.
c. Click Next.
4. Click Server > Application Management Service.
5. On the Application Management Service welcome screen, click Next.
6. On the License Agreement screen, click Yes to agree with the licensing agreement.

96 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
 Post installation procedure

7. Keep the Application Management Director and CC Elite Multichannel Control Panel
check boxes selected and click Next.
8. To install Call Center Elite Multichannel Control Panel without a shortcut on the system
desktop, clear the Include the Avaya Aura Call Center Elite Multichannel Control Panel
shortcut on the desktop check box, and then click Next.
9. On the Edit Data screen, perform one of the following actions:
• To source the configuration information from the local .ini file, keep the Use default CC
Elite Multichannel Control Panel INI file for configuration information check box
selected and click Next.
• To source the configuration information from Configuration Server, clear the Use default
CC Elite Multichannel Control Panel INI file for configuration information check box,
enter values in the fields, and click Next.
For more information, see Edit Data field descriptions on page 27.
10. On the Choose Destination Location screen, select a location for the installation files and
click Next.
11. Review the installation settings and click Next.
12. Click Finish.
If the installation prompts you to restart the system, select Yes, I want to restart my
computer now. The installation prompts you to restart the system when application
components need updating or registering.
13. Open the Windows Services application.
a. Click Start > Run.
b. In the Run dialog box type services.msc.
c. Click OK.
14. In the Services window, verify that the AS Application Management Director service is
running.

Post installation procedure

Configuring Application Enablement Services

About this task
The procedure describes the actions that you can perform on the AES server to attain the specified
capacity.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 97

Comments? [email protected]
Installing Server applications

Procedure
1. Open an Internet browser.
2. Login to the Application Enablement Services Management Console.
3. Go to AE Services > TSAPI > TSAPI Links .
4. Select the TSAPI Link configured with Call Center Elite Multichannel and click Edit Link.
5. In the Edit TSAPI Links page, click Advanced Settings.
6. On the TSAPI Link - Advanced Settings page, set the value of Max Flow Allowed to 4096.
7. Click Apply Changes.
8. In the Apply Changes to TSAPI Link- Advanced Settings page, click Apply.
Important:
Ensure that the AES is connected to Communication Manager through Procr.

98 Installing Avaya Aura® Call Center Elite Multichannel August 2014

Comments? [email protected]
Chapter 6: Installing Media Gateways

Gateways
Instant Messaging, texting, and web chatting are becoming principle mechanisms for
communication in both the business-to-business and customer-to-business environments.
Avaya Aura® Call Center Elite Multichannel broadens the customer service capability of your contact
center by allowing you to blend with the following Gateways with inbound telephone calls.
• AOL or ICQ Instant Messenger Gateway - Customers or business associates who use the
Internet can make contact with you through AOL or ICQ Instant Messenger and receive the
same treatment as telephone callers.
• Communicator Gateway - Enables communication with any number of Office Communicator
clients.
• MSN Messenger Gateway - Customers or business associates who use the Internet can make
contact with you through MSN Messenger and receive the same treatment as telephone callers
• Short Message Service Gateway - Customers or business associates who use mobile texting
can make contact with you and receive the same treatment as telephone callers
• XMPP Gateway - The XMPP Gateway is a server application that provides conversion from
XMPP (Extended Messaging and Presence Protocol) to Avaya Aura® Call Center Elite
Multichannel Simple Messaging Media Store.
• Web Chat Gateway - Customers or business associates who use the Internet can browse your
company website, click a link to initiate a Web-based conversation with a call center agent and
receive the same treatment as telephone callers.
This location of Messenger Gateway is between the remote server and Simple Messaging Media
Store.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 99

Comments? [email protected]
Installing Media Gateways

Checklist for installing Web Chat Gateway

Step Task Reference ✓
1 Install Web Chat Web service on IIS Installing Web Chat for IIS on page 100
Web Server
Note:
In this process, you create a password-
protected user account for Web Chat
Web service.
2 Install Web Chat Gateway on a system Installing Media Gateways on page 103
that has a server operating system
3 Configure Web Chat through IIS Configuring Web Chat through IIS
Manager Manager on page 102
4 Configure Web Chat Gateway using Configuring Media Gateways on page 104
Call Center Elite Multichannel Control
Panel Note:
When you create remote service
accounts, you must specify the
password that you create during the
installation of the Web Chat Web
service.
5 Install Web Chat ASP application on the Web Chat ASP application is installed while
IIS Web Server installing WebChat IIS and WebChat
Gateway.

Note:
You must specify the names and IDs of
the remote service accounts that you
create during the configuration of Web
Chat Gateway.

Note:
Ensure that you install the Web Chat Web service and Web Chat ASP application on the same
IIS Web Server.

Installing Web Chat for IIS

About this task
The install script for Web Chat for IIS installs the Web Chat Web service on the IIS web server.
The web server must be running Microsoft Windows 2008 Server and Microsoft IIS 7. In addition,
the server must also have Microsoft .Net Framework 3.5 SP1 and Microsoft Internet Explorer.

100 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Installing Web Chat for IIS

Procedure
1. Close all open applications.
2. Run the setup.exe file.
3. On the Trace System Server Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for Trace System Server.
b. In the Port field, enter the port number for Trace System Server.
c. Click Next.
4. Click Server > Media Gateways > Web Chat for IIS.
5. On the Web Chat for IIS welcome screen, click Next.
6. On the License Agreement screen, click Yes to agree with the licensing agreement.
7. On the Choose Destination Location screen, select a location for the installation files and
click Next.
8. Keep the Web Chat ASP and Web Chat Web Service check boxes selected and click Next.
9. On the Configure Web Chat for IIS screen, perform the following actions:
a. In the Service Name field, enter a name for the remote service.
b. In the Service ID field, enter a unique service identifier for the remote service.
Note:
The name and service identifier pair must match with a Remote Service Name and
Remote Service ID combination configured in Web Chat Gateway. You can Remote
Service Name and Remote Service ID combination in Web Chat Gateway through
Call Center Elite Multichannel Control Panel.
c. Click Add to list to add the name and service identifier pair in a list.
Note:
You can add the name and service identifier pair later in the web.config file. The
default location of this file is C:\Program Files\Avaya\Avaya Aura CC
Elite Multichannel\Server\Media Gateways\Web Chat For IIS
\WebChatASP.
d. Click Next.
10. On the Edit Data screen, perform the following actions to create a password-protected user
account for the Web Chat Web service:
a. In the User Name field, enter a user name for your account.
The default user name is WCUser.
b. In the User Password and Confirm User Password fields, enter a password for your
account.
The default password is CCEUser0 .

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 101
Comments? [email protected]
Installing Media Gateways

Note:
The user name is saved into the web.config file for the Web Chat Web service.
The user name and password are saved as a legitimate Windows user account.
11. Review the installation settings and click Next.
12. Click OK to enable ASP .Net Web Service Extension.
13. Click Finish.
If the installation prompts you to restart the system, select Yes, I want to restart my
computer now. The installation prompts you to restart the system when application
components need updating or registering.
Note:
If you enter the remote service names and IDs during the installation of the Web Chat
ASP, you do not need to change the default configuration data in the web.config file of
the application. To change the configuration file, see the Administering Avaya Aura® Call
Center Elite Multichannel.

Configuring Web Chat through IIS Manager

About this task
After you install IIS and Web Chat for IIS, you must configure Web Chat through IIS Manager.
Procedure
1. Click Start > Administrative Tools > Internet Information Services (IIS) Manager.
2. In IIS Manager, click Application Pool.
3. In the list of application pools, select the application pool where the Web Chat application is
hosted.
4. In the right pane, click Advanced Settings.
5. In the Advanced Settings dialog box, perform the following steps:
a. In the .NET Framework Version field, click v2.0.
b. In Managed Pipeline Mode field, click Integrated.
6. In the left pane, click WebChatASP and perform the following steps:
a. On the WebChatASP Home screen, double-click Directory Browsing.
b. On the Directory Browsing screen, in the right-pane, click Enable.
7. In the left pane, click WebChatWebService and perform the following steps:
a. On the WebChatWebService Home screen, double-click Directory Browsing.
b. On the Directory Browsing screen, in the right-pane, click Enable.

102 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Installing Media Gateways

8. Open a web browser.

9. In the address bar, type http://localhost/webchatasp.
The system displays the Avaya Web Chat page.

Installing Media Gateways

About this task
The following are the different Media Gateways:
• AOL or ICQ Instant Messenger gateway
• MSN Messenger gateway
• Communicator gateway
• Short Message Service gateway
• XMPP gateway
• Web Chat gateway
For the application to install, the system must have Microsoft .Net Framework 3.5 SP1 and Microsoft
Internet Explorer.
Procedure
1. Close all open applications.
2. Run the setup.exe file.
The system displays the Trace System Server Dialog screen.
3. On the Trace System Server Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for Trace System Server.
b. In the Port field, enter the port number for Trace System Server.
c. Click Next.
4. Click Server > Media Gateways.
5. Click one of the following options, as required:
• AOL or ICQ Instant Messenger gateway
• MSN Messenger gateway
• Communicator gateway
• Short Message Service gateway
• XMPP gateway
• Web Chat gateway
6. On the welcome screen, click Next.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 103
Comments? [email protected]
Installing Media Gateways

7. On the License Agreement screen, click Yes to agree with the licensing agreement.
8. On the Choose Destination Location screen, select a location for the installation files and
click Next.
9. Review the installation settings and click Next.
10. Click Finish.
If the installation prompts you to restart the system, select Yes, I want to restart my
computer now. The installation prompts you to restart the system when application
components need updating or registering.
11. Open the Windows Services application.
a. Click Start > Run.
b. In the Run dialog box, type services.msc .
c. Click OK.
Result
In the Services window, verify that the service for the installed gateway is running.

Configuring Media Gateways

About this task
For more information about how to configure Media Gateways, see Administering Avaya Aura® Call
Center Elite Multichannel.

104 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
Chapter 7: Installing Developer
components

Requirements for installing Developer components

To develop a contact center application using Call Center Elite Multichannel Developer, you only
need to install the toolkit on a client computer having Microsoft development environment, such as
Visual Basic and Visual C#. For information about the Windows operating system, see Installation
requirements on page 18.
To build a contact center application using Microsoft Visual Studio .Net, your system must be
running Microsoft Internet Explorer.
To run the application:
• The client system must have Avaya Aura® Application Enablement Services TSAPI client
software.
• For application built using .Net, the client system must run Microsoft .Net Framework 3.5 SP1
and Microsoft Internet Explorer.
• License Director must be installed on a dedicated Call Center Elite Multichannel Server.
Note:
Call Center Elite Multichannel Developer does not require separate licensing before use.
Any investment that you make in applications developed with Call Center Elite
Multichannel Developer is protected by the automatic use the applications make of Call
Center Elite Multichannel run-time licenses.

Call Center Elite Multichannel Developer installation

When you install Call Center Elite Multichannel Developer, the following components are installed:
• XML Client on page 106
• Multimedia Common Libraries on page 106
• Plug-in Common Libraries on page 106

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 105
Comments? [email protected]
Installing Developer components

XML Client
XML Client encompasses following developer components:
• XML Client
The ASXMLClient object for the XML Client component contains the following classes in
the AgileSoftware.Developer namespace.
- ASXMLClient
- ASXMLRouting
- ASXMLStation
- ASXMLVDN
• CSTA Schemas
Note:
The XML Client feature is installed only if you install AES TSAPI Client.

Multimedia common libraries

Multimedia common libraries encompass the components that interact with Media Director and
Media Stores.

Plug-in common libraries

Plug-in common libraries encompass the components that you use for developing custom plug-ins.
You can use the custom plug-ins with the AS GUI Host plug-in architecture, such as Call Center
Elite Multichannel Desktop, Call Center Elite Multichannel Reporting, or Call Center Elite
Multichannel Control Panel.

Installing Call Center Elite Multichannel Developer

Procedure
1. Close all open applications.
2. Run the setup.exe file.
3. On the Trace System Server Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for Trace System Server.
b. In the Port field, enter the port number for Trace System Server.
c. Click Next.

106 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Call Center Elite Multichannel Developer installation

4. Click Developer.
5. On the Developer welcome screen, click Next.
6. On the License Agreement screen, click Yes to agree with the licensing agreement.
7. Select a location for the installation files and click Next.
8. Keep the Error Logging, XML Client, Multimedia Common Libraries, and Plugin
Common Libraries check boxes selected.
9. Select a location for the installation files and click Next.
10. Review the installation settings and click Next.
11. Click Finish.
If the installation prompts you to restart the system, select Yes, I want to restart my
computer now. The installation prompts you to restart the system when application
components need updating or registering.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 107
Comments? [email protected]
Chapter 8: Installing utilities

SQL Server installation

Supported editions
Avaya Aura® Call Center Elite Multichannel supports standard, express, and enterprise editions for
Microsoft SQL Server 2008 and Microsoft SQL Server 2012.

Requirements for SQL Server

The following are the requirements for SQL Server:
• The following components must be installed on the system before installing Microsoft SQL
Server:
- Microsoft .Net Framework 3.5 SP1
- Windows Installer 4.5
- Windows PowerShell 1.0
- Internet Information Services 7
• Microsoft IIS 7 must be installed and configured on the system before installing Microsoft SQL
Server with Reporting Services:
To configure Microsoft IIS 7, you must enable the following features of IIS:
- Web management tools
• IIS 6 Management Compatibility
• IIS 6 WMI Compatibility
• IIS Metabase and IIS 6 configuration compatibility
- World Wide Web services
- Application Development Features
• ASP.NET
• ISAPI Extensions
• ISAPI Filters

108 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 SQL Server configuration

- Common Http Features

• Default Document
• Directory Browsing
• HTTP Redirection
• Static Content
- Security
• Windows Authentication

Installing 32-bit Reporting Services on 64-bit IIS 7

Procedure
1. In the IIS Manager, click Application Pools.
2. In the Actions pane, click Set Application Pool Defaults.
3. In the General section, set Enable32bitAppOnWin64 to True.

Installing SQL Server

Based on your operating system, you can install SQL Server as a 32-bit or 64-bit application.
For more information about installing Microsoft SQL, see Microsoft documentation:
http://msdn.microsoft.com/en-us/library/bb545450.aspx .

SQL Server configuration

Configuring SQL Server

Procedure
1. From the Windows Start menu, select All Programs > Microsoft SQL Server >
Configuration Tools > SQL Server Configuration Manager.
2. In the right pane, right-click Named Pipes and select Enable to enable the Named Pipes
protocol.
3. In the right pane, right-click TCP/IP and select Enable to enable the TCP/IP protocol.
4. Right-click TCP/IP and select Properties.
5. Click the IP Addresses tab.
6. Enable all IP addresses and click OK.
7. Start the Microsoft SQL Server Management Studio.
8. Click Connect to continue.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 109
Comments? [email protected]
Installing utilities

9. In the left pane, right-click the SQL Server name and select Facets.
10. In the View Facets window, click the Facet arrow and select Surface Area Configuration.
11. In the Facet properties list, set the XPCmdShellEnabled property to True .
12. Click OK to complete the configuration.

Configuring database settings for SQL Server

About this task
The procedure describes the actions that you can perform to apply database settings for Microsoft
SQL Server to attain the specified capacity.
Procedure
1. Open Microsoft SQL Server Management Studio software.
2. In the left pane, under Databases, select ASMSControl database.
3. Right-click ASMSControl and select Properties.
4. In the Database Properties window, in the Select a page pane, select Options.
5. In the right pane, under Automatic, change the value of Auto Shrink parameter to False.
6. Click OK.
7. In the left pane, under Databases, select ASMSData1 database.
8. Right-click ASMSData1 and select Properties.
9. In the Database Properties window, in the Select a page pane, select Files.
10. In the right pane, for the ASMSData1 , set the following:
a. In the Initial Size (MB) field, set the value to 10000.
b. In the Autogrowth field, click the ellipses (...) button.
c. In the Change Autogrowth for ASMData1 window, set the value of File Growth in
Megabytes field to 2000.
11. Click OK.
12. In the right pane, for the ASMSData1_log , set the following:
a. In the Initial Size (MB) field, set the value to 2000.
b. In the Autogrowth field, click the ellipses (...) button.
c. In the Change Autogrowth for ASMSData1_log window, set the value of File Growth in
Megabytes field to 500.
13. Click OK.
14. In the Select a page pane, select Options.
15. In the right pane, under Automatic, set the value of Auto Shrink parameter to False.

110 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 SQL Server configuration

16. In the Database Properties - ASMSData1 window, click OK.

Database creation
After installing and configuring Microsoft SQL Server, you must create databases using the SQL
scripts provided with the Call Center Elite Multichannel installer. The SQL scripts are provided for
Configuration Server.
You must install the Media Stores - ASMControl and ASContact databases from the Call Center
Elite Multichannel Control Panel. For more information, see Administering Avaya Aura® Call Center
Elite Multichannel.
You can install the SQL scripts for these components from the Call Center Elite Multichannel
installer. You can also install the SQL scripts for a component from the installation folder of that
component.
In the Call Center Elite Multichannel installer, you can find these SQL scripts in the SQL Script
folder available in the respective component folder. For example, SQL scripts for Configuration
Server are available at:
<Call Center Elite Multichannel installer>\Avaya Aura CC Elite Multichannel\
Server\Configuration Server\SQL Script

At the installed location, you can find these SQL scripts in the SQL Script folder available inside
the respective component folder. For example, SQL scripts for Interaction Data Server are available
at:
CCEM_INSTALL_DIR\\\\Avaya\\\\Avaya Aura CC Elite Multichannel\\\\
Server\Configuration Server\SQL Script

.
You can run these SQL scripts with default instance or named instance.

Creating database with default instance

About this task
This section explains how to run scripts after installing the component. The following example is for
running SQL script from the Configuration Server folder.
Note:
Database with default instance works only if the EMC core servers are installed on the same
server as the SQL database. To install the default instance on a separate database see
Administering Avaya Aura® Call Center Elite Multichannel.
Procedure
1. Navigate to the CCEM_INSTALL_DIR\\\\Avaya\\\\Avaya Aura CC Elite
Multichannel\\\\Server\Configuration Server\SQL Script folder.
2. Right-click the Run AS Maintain Database.bat file, and then click Edit.
3. Verify that ASServerName is empty.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 111
Comments? [email protected]
Installing utilities

4. Close the file.

5. Double-click the file to run it.
After the batch file finishes running, a log file is created in the same folder to confirm the
successful creation of the database.

Creating database with named instance

About this task
This section explains how to run scripts after you install the component. The following example is for
running SQL script from the Configuration Server folder.
Procedure
1. Navigate to the CCEM_INSTALL_DIR\\\\Avaya\\\\Avaya Aura CC Elite
Multichannel\\\\Server\Configuration Server\SQL Script folder.
2. Right-click the Run AS Maintain Database.bat file, and then click Edit.

Note:
If your database server is located on a separate server, ensure to copy the content of
the installer to your local disk before you start creating or upgrading the database.
3. Enter the server instance name for ASServerName and save the file.
4. Close the file.
5. Double-click the file to run it.
After the batch file finishes running, a log file is created in the same folder to confirm the
successful creation of the database.

WebLM installation
Call Center Elite Multichannel is supported with WebLM server 6.3. You can poll the Call Center
Elite Multichannel licenses from the WebLM server.
After installing the WebLM, you can install the required Call Center Elite Multichannel licenses in the
WebLM. For information, see Administering Avaya Aura® Call Center Elite Multichannel.

Prerequisites for WebLM

Before you begin
Ensure that you first download and install Oracle Java Runtime Environment (JRE) and Tomcat, and
then stop Tomcat.
Note:
When you stop Tomcat, the applications that deploy in the same Tomcat container stops
responding.

112 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 SQL Server configuration

The system that deploys WebLM must have an entry for the local host IP address in the hosts file.
For example, on a system running Microsoft Windows, the location of the hosts file is C:\Windows
\System32\drivers\etc. The entry in this file must have <Localhost_IP_address>
localhost format.
The user name that installs Tomcat must have read/write permissions for the C:\temp folder.
Oracle Java Runtime Environment (JRE) installation
You must install JRE 1.6.0_22 on the system where you want to deploy WebLM. In addition, you
must ensure that the version of JRE is compatible with the operating system on which you want to
install WebLM.
You can download JRE 1.6.0_22 from the following website:
http://www.oracle.com/technetwork/java/javasebusiness/downloads/java-archive-downloads-
javase6-419409.html#jdk-6u22-oth-JPR
If you do not have Tomcat installed as a service, then you must ensure that JAVA_HOME variable
points to the JRE 1.6.0_22 or JDK 1.6.0_22 install location.
Tomcat installation
You must install Tomcat 6.0.29 on the system where you want to deploy WebLM. In addition, you
must ensure that the version of Tomcat is compatible with the operating system on which you want
to install WebLM.
You can download Tomcat 6.0.29 from the following website:
http://archive.apache.org/dist/tomcat/tomcat-6/v6.0.29/bin/
To run Tomcat in a JRE only environment, you must install Tomcat as a Windows service. If Tomcat
is not required to run as a service, then you must ensure that Oracle JDK is installed on the system.
Tomcat 6.0.29 server requires Oracle JDK to run if you do not have Tomcat registered as a service
in Windows. In this case, ensure that the PATH environment variable points to %JAVA_HOME%\bin
and the CATALINA_HOME environment variable points to Tomcat 6.0.29 install location.
If you do not have these environment variables set on the system, then you must create these
variables.
Creating an Environment Variable
Procedure
1. Right-click My Computer and select Properties.
2. Click Advanced system settings.
3. On the System Properties dialog box, click the Advanced tab.
4. Click Environment Variables.
The system displays the Environment Variables dialog box.
5. In the System variables list, click the New button.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 113
Comments? [email protected]
Installing utilities

The system displays the New System Variable dialog box.

6. In the Variable name: field, enter the required variable name.
7. In the Variable value: field, enter the required directory path.
8. Click OK.
The system displays the new system variable in the System variables list.
9. Click OK.

Installing WebLM
Procedure
1. Copy WebLM.war file from DVD/CD drive path \Utilities\WebLM folder to the
%CATALINA_HOME%\webapps folder of tomcat installation.
2. Create an empty folder named WebLM inside the webapps folder.
3. Open the WebLM.war file using WinZip and extract the contents of WebLM.war to newly
created WebLM folder.
4. Enable HTTPS.
This step is mandatory to access WebLM. This step requires editing the
<tomcat_installation_dir>\conf\server.xml file. For more information, see
Enabling HTTPS on page 115.
5. Update WebLM server properties.
WebLM server has default values set in the configuration file. If required, update the
properties before starting the Tomcat. For more information, see WebLM configuration on
page 116.
6. Install Tomcat as a service.
a. Open a cmd prompt window.
b. Enter cd <LocalDrive>:\Program Files\apache-tomcat-6.0.29\bin.
c. Enter 'service install'
7. Fix security vulnerabilities that might exist within Tomcat.
For more information, see Fixing security vulnerabilities on page 118.

After you install WebLM

If you have installed WebLM 6.3, ensure that you use:
• Non ova or System Manager deployment of WebLM. WebLM is also available as a standalone
installer.
• Http, if WebLM is co-located in the same data center with EMC.
• A dedicated WebLM ova for EMC 6.3 if:
- https is a requirement or,

114 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 SQL Server configuration

- WebLM is not co-located or,

- WebLM is required to be an ova.
Disabling persistent connections facility
About this task
To continue using HTTPS, you must disable persistent connections facility.
Procedure
1. Stop Tomcat.
2. In $CATALINA_HOME/conf/server.xml , add attributemaxKeepAliveRequests=“1”
to the <Connector> tag for the HTTPS port used for WebLM.
3. Save the changes.
4. Start Tomcat.
Enabling HTTPS
Procedure
1. Verify if the Tomcat installation has APR (Apache Portable Runtime) enabled.
For more information about APR, see http://tomcat.apache.org/tomcat-6.0-doc/apr.html.
a. Browse to %CATALINA_HOME%\bin .
b. Verify whether the tcnative-1.dll file is present.
If the file is present, APR is supported for the Tomcat installation.
2. Locate the server.xml file. By default, the location of the server.xml file is
<tomcat_installation_dir>/conf .
3. Open the server.xml file using any editor, such as Notepad, Textpad, or vi.
4. Go to end of the file and add Connector tag for port 52233 , which is used as the HTTPS
port for WebLM. You must add the following before you add the element </Service>:

Note:
As per the Licensing Conformance Requirements [125163-M-850], licensed products
must use port 52233 for HTTPS communication with WebLM server.
Configuration for Tomcat Installation without APR:
<Connector acceptCount=“100” clientAuth=“false”
disableUploadTimeout=“true” enableLookups=“false” keystoreFile=“$
{catalina.base}/webapps/WebLM/WEB-INF/weblmserver.p12”
keystorePass=“password” SSLEnabled=“true” keystoreType=“PKCS12”
maxHttpHeaderSize=“8192” maxSpareThreads=“75” maxThreads=“150”
minSpareThreads=“25” port=“52233” scheme=“https” secure=“true”
sslProtocol=“TLS”
ciphers=“SSL_DH_DSS_WITH_3DES_EDE_CBC_SHA,SSL_DH_RSA_WITH_3DES_EDE_C
BC_SHA,SSL_DHE_DSS_WITH_3DES_EDE_CBC_SHA,SSL_DHE_RSA_WITH_3DES_EDE_C

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 115
Comments? [email protected]
Installing utilities

BC_SHA,SSL_RSA_WITH_3DES_EDE_CBC_SHA,SSL_RSA_FIPS_WITH_3DES_EDE_CBC_
SHA,TLS_KRB5_WITH_3DES_EDE_CBC_MD5,TLS_KRB5_WITH_3DES_EDE_CBC_SHA,TL
S_ECDH_ECDSA_WITH_3DES_EDE_CBC_SHA,TLS_ECDH_RSA_WITH_3DES_EDE_CBC_SH
A,TLS_ECDHE_ECDSA_WITH_3DES_EDE_CBC_SHA,TLS_ECDHE_RSA_WITH_3DES_EDE_
CBC_SHA,TLS_DHE_DSS_WITH_AES_128_CBC_SHA,TLS_DHE_DSS_WITH_AES_256_CB
C_SHA,TLS_DHE_RSA_WITH_AES_128_CBC_SHA,TLS_DHE_RSA_WITH_AES_256_CBC_
SHA,TLS_RSA_WITH_AES_128_CBC_SHA,TLS_RSA_WITH_AES_256_CBC_SHA,TLS_EC
DH_ECDSA_WITH_AES_128_CBC_SHA,TLS_ECDH_ECDSA_WITH_AES_256_CBC_SHA,TL
S_ECDH_RSA_WITH_AES_128_CBC_SHA,TLS_ECDH_RSA_WITH_AES_256_CBC_SHA,TL
S_ECDHE_ECDSA_WITH_AES_128_CBC_SHA,TLS_ECDHE_ECDSA_WITH_AES_256_CBC_
SHA,TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA,TLS_ECDHE_RSA_WITH_AES_256_CB
C_SHA”/>
Configuration for Tomcat Installation with APR:
<Connector acceptCount=“100” clientAuth=“false”
disableUploadTimeout=“true” enableLookups=“false”
SSLPassword=“password” SSLEnabled=“true” maxHttpHeaderSize=“8192”
maxSpareThreads=“75” maxThreads=“150” minSpareThreads=“25”
port=“52233” scheme=“https” secure=“true” sslProtocol=“TLS”
SSLCipherSuite=“ALL:!ADH!RC4 -IDEA:!LOW:!SSLv2:!EXPORT40!EXPORT56”
SSLCertificateFile=“${catalina.base}/webapps/WebLM/WEB-INF/
weblm.crt” SSLCertificateKeyFile=“${catalina.base}/webapps/WebLM/
WEB-INF/weblm.key”/>

Note:
Assume that WebLM is deployed in <tomcat_installation_dir>/webapps folder.
Be careful while doing a copy paste from this document into the server.xml file.
Ensure that you copy and paste valid quotes in the server.xml file.
5. For the Connectors on port 8080 and 8009, update the value of attribute redirectPort
from (default) 8443 to 52233.

WebLM configuration
WebLM server configuration is defined in the weblmserver.properties file. The location of this
file is <tomcat_installation_dir>/webapps/WebLM/data . Any changes to this file require
Tomcat to restart, so that the changes can take effect.
The following table lists and describes some important properties:
Property Name Description Default
Value
WebLM.LicenseAllocation.Backup.FileSize This property specifies the size of the license 10 MB
allocation backup file size in MB. Ensure to
allocate an integer to this property. A decimal
value such as 1.5 is invalid.

116 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 SQL Server configuration

Property Name Description Default

Value
WebLM.Usages.MaxUsageCount This property specifies the maximum count of 5
usage query results that WebLM can maintain.
The property must be set to an integer value. A
decimal value such as 1.5 is invalid.
WebLM.Usages.UsageCount This property specifies the count of usage query 1
results that WebLM maintains. The property
must be set to an integer value within a range of
1 to whatever is the value of property
“WebLM.Usages.MaxUsageCount”. A decimal
value such as 1.5 is invalid. This property is also
configurable from the WebLM UI.

WebLM server logging configuration is defined in the log4j.properties file. The location of this
file is<tomcat_installation_dir>/webapps/WebLM/WEB-INF/classes .
Any changes to this file require Tomcat to restart, so that the changes can take effect.
The following table lists and describes some important properties:
Property Name Logger Type Default Value Description
log4j.appender.weblmD Debug ${catalina.home}/webapps/ This property lets WebLM user
ebugAppender.File WebLM/data/log/ specify where to save the log files.
weblmserverdebug.log Ensure to enter the path that
log4j.appender.weblmO Operational ${catalina.home}/webapps/ exists followed by file name.
perationalAppender.File WebLM/data/log/ E.g.
weblmserveroperational.log
On Linux,
log4j.appender.weblmA Audit ${catalina.home}/webapps/
uditAppender.File WebLM/data/log/ /var/log/weblm/weblmserver.log
weblmserveraudit.log (assuming /var/log/weblm exists)
log4j.appender.weblmS Security ${catalina.home}/webapps/ On Windows,
ecurityAppender.File WebLM/data/log/ C:\\folder\\weblmserver.log
weblmserversecurity.log (assuming C:\\folder exists).
log4j.appender.weblmD Debug ERROR Using this property, the user can
ebugAppender.threshold specify the log level. The log files
log4j.appender.weblmO Operational ERROR contain log messages of levels
perationalAppender.thre specified for this property and for
shold the above properties. You can set
the log levels in the increasing
og4j.appender.weblmAu Audit INFO order of granularity are: FATAL,
ditAppender.threshold ERROR, WARN, INFO, DEBUG.
log4j.appender.weblmS Security WARN To change log levels, you must
ecurityAppender.thresho change the value of this property
ld and the log level mentioned at the
respective logger level.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 117
Comments? [email protected]
Installing utilities

Property Name Logger Type Default Value Description

log4j.appender.weblmD Debug 10 MB Using this property, the user can
ebugAppender.MaxFile specify the maximum log file size
Size before rolling over.
log4j.appender.weblmO Operational
perationalAppender.Max
FileSize
log4j.appender.weblmA Audit
uditAppender.MaxFileSi
ze
log4j.appender.weblmS Security
ecurityAppender.MaxFil
eSize
log4j.appender.weblmD Debug 5 Using this property, the user can
ebugAppender.MaxBack specify the number of log files that
upIndex can be backed up after it reaches
log4j.appender.weblmO Operational 3 the max size as specified in
perationalAppender.Max property:
BackupIndex log4j.appender.<APPENDER>.Ma
xFileSize
log4j.appender.weblmA Audit 3
uditAppender.MaxBacku
pIndex
log4j.appender.weblmS Security 3
ecurityAppender.MaxBa
ckupIndex

Fixing security vulnerabilities

Procedure
1. Delete Sample Applications from Tomcat.
To resolve security vulnerabilities present in Tomcat sample applications, delete following
folders from <tomcat_installation_dir>\webapps:
• docs
• examples
• host-manager
• manager
2. Delete Tomcat users if you find any user after installing Tomcat.
a. Open the <tomcat_installation_dir>/conf/tomcat-users.xml file and
search for the element <user>: <user username= “tomcat” password=
“tomcat” roles= “tomcat” />
b. Delete all user elements from the tomcat-users.xml file.

118 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 SQL Server configuration

Note:
After performing these actions, one cannot manage applications deployed in
Tomcat using Tomcat Management console. However, these actions are important
because:
• Tomcat user file stores the Tomcat user password in clear text. Using the credentials,
one can get access to the Manager web application for the remote Tomcat server. A
remote attacker can leverage this issue to install a malicious application on the
affected server and run a code with Tomcat's privileges.
• The sample applications of Tomcat might help attackers to uncover information about
the remote Tomcat install or host. In addition, these applications might themselves
contain vulnerabilities, such as cross-site scripting issues.

Accessing WebLM
About this task
For adopting products that write installers or use RPMs, if you deploy WebLM in the same Tomcat
container where you have already deployed some other application, the log4j jar can be present
at two locations.
For example, the log4j jar can be present at <tomcat_installation_dir>/shared/lib
and <tomcat_installation_dir>/webapps/WebLM/WEB-INF/lib folders. The presence of
the log4j jar at two locations might cause some errors. To avoid errors, you can remove the
log4j jar present in the <tomcat_installation_dir>/webapps/WebLM/WEB-INF/lib
folder.
Procedure
1. Start Tomcat.
2. In the Web browser, enter the URL of the WebLM server in the https://
<IP_Address>:<HTTPS_port>/WebLM/index.jsp format.
The default value for the HTTPS_port is 52233.
3. On the Certificate dialog box, click Yes to accept the certificate.
The dialog box indicates that the application is running over HTTPS.
Note:
After you perform this step, all communication between the browser and the server is
over HTTPS.
4. Log in to WebLM server.
Note:
After configuring WebLM 6.2, you must restart License Director.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 119
Comments? [email protected]
Installing utilities

Installing Application Enablement Services TSAPI Client

About this task
You must install AES TSAPI Client on the system where Avaya Aura® Call Center Elite Multichannel
Server components are installed.
For more information about installing the AES TSAPI client with custom certificates, see Avaya
Aura® AES TSAPI and CVLAN Client and SDK Installation Guide available on http://
support.avaya.com
Procedure
1. Close all open applications.
2. Run the setup.exe file.
3. On the Trace System Server Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for Trace System Server.
b. In the Port field, enter the port number for Trace System Server.
c. Click Next.
4. Click Utilities > Avaya AES Client.
5. On the Avaya AES TSAPI Client welcome screen, click Next.
6. On the AES Server Configuration screen, perform the following actions:
a. In the Host Name or IP Address field, enter the host name or IP address for the AES
server that you want to add.
b. In the TCP Port field, enter the port number for the AES server that you want to add.
c. Click Add to List.
d. Repeat step a to c to add all TSAPI services.
7. Click Next.
8. Click Install.
9. Click Finish.
If the installation prompts you to restart the system, select Yes, I want to restart my
computer now. The installation prompts you to restart the system when application
components need updating or registering.

Quick Installer - Server Edition

Quick Installer - Server Edition is a quick and easy way by which users who are already familiar with
Call Center Elite Multichannel can install Call Center Elite Multichannel server products. Instead of
installing each server product individually through the Main Installer, you can run the Quick Installer
- Server Edition to collectively install all server products.

120 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 SQL Server configuration

Note:
Ensure that you do not use Quick Installer for Upgrade procedures.
When you install server products through the Main Installer, you see several screens that are
common amongst all server products, for example, license agreement screen. To save time, Quick
Installer - Server Edition displays the common screens only once. Quick Installer - Server Edition
installs server components in a sequence based on the installation complexity.
Note:
Even if you specify a drive other than C: on the Choose Destination Folder screen, the
Installation of “Trace System”, “Call Recording Config Service”, and “Experience Portal Config
Service” that are part of Unattended Installation are installed on C: drive.
Before Quick Installer - Server Edition installs the first server, it checks for all prerequisites required
by servers in the entire list, for example, Microsoft .Net Framework 3.5 SP1, AES TSAPI client and
Microsoft IIS.
If Microsoft .Net Framework 3.5 SP1 or AES TSAPI client is not already installed, Quick Installer -
Server Edition automatically launches these installs before proceeding with the installation of the
first server. If you do not have Microsoft IIS installed on the server, then servers that require IIS are
removed from the install list.
After the install process starts, the only way to cancel Quick Installer - Server Edition is through
Windows Task Manager.

Installing Servers using Quick Installer - Server Edition

About this task
Note:
Your system must be running Windows Installer 4.5 before you can run Quick Installer - Server
Edition. If Windows Installer 4.5 is not running, this install automatically runs an install script for
that application. After you install Windows Installer 4.5, you must restart your system before
restarting Quick Installer - Server Edition.
You can run Quick Installer - Server Edition (setup.exe) directly from the Utilities folder. The
Utilities folder is available at the installed location of Call Center Elite Multichannel. You can
also run Quick Installer - Server Edition (setup.exe) through the Utilities option in the Main Installer.
Procedure
1. Close all open applications.
2. Run the setup.exe file.
3. On the Trace System Server Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for Trace System Server.
b. In the Port field, enter the port number for Trace System Server.
c. Click Next.
4. Click Utilities > Quick Installer - Server Edition.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 121
Comments? [email protected]
Installing utilities

5. On the QuickInstaller welcome screen, click Next.

6. On the License Agreement screen, click Yes to agree with the licensing agreement.
7. On the Choose Destination Location screen, select a location for the installation files and
click Next.
8. Select the servers that you want to install and click Next.
Important:
During installation, you must configure the servers listed in Attended Installations and
do not need to configure the servers listed in Unattended Installations.

Warning:
Select the required servers carefully. After the quick install process starts, you can stop
the process only through Windows Task Manager.

Experience Portal Application Updater

In Call Center Elite Multichannel, you can use the Experience Portal Application Updater (EPAU)
utility to install or update the Experience Portal applications.
Important:
Before you use the EPAU utility, ensure that the Tomcat server is installed on a target system
where you want to install or update Experience Portal applications.
This utility installs or updates the Experience Portal applications on a target system by downloading
the applications from a source server, which contains the applications.
When you install this utility on a system, the system installs the following important files on a
system:

Sample.Update.xml This file contains the sample information about Experience Portal
applications. You can use this file to create the update.xml on a source
server. You must update the update.xml file with the correct information
about the Experience Portal applications available on the source server.

Update.xsd This file contains the schema for the update.xml file. You must add this
file on the source server with the update.xml file.

VPAUpdate.ini This file contains the URL of the server that contains the update.xml and
update.xsd files. The Experience Portal Application Updater utility
downloads the applications from the server that you mention in the
BaseUrl parameter in the update.xml file.

UpdaterUI.exe This program is the utility program that you must run. This utility displays a
list of new applications and applications that you must update.

122 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 SQL Server configuration

When you run the Experience Portal Application Updater utility on a system for the first time, this
utility creates the update.xml file on a system. Initially, the update.xml file does not contain
information about Experience Portal applications.
The Experience Portal Application Updater utility compares the update.xml on a system, where
you installed this utility with the update.xml file on a source server. If the update.xml file on the
source server contains updated information about the Experience Portal applications, the utility
displays those application information in a list. In this applications list, you can select an application
and update it on a target system.

Installing Experience Portal Application Updater

Procedure
1. Close all open applications.
2. Run the setup.exe file.
3. On the Trace System Server Dialog screen, perform the following actions:
a. In the Server field, enter the host name or IP address for Trace System Server.
b. In the Port field, enter the port number for Trace System Server.
c. Click Next.
4. Click Utilities > Experience Portal Application Updater.
5. Click Next.
6. On the End-User License Agreement screen, select I accept the terms in the license
agreement to agree with the licensing agreement, and then click Next.
7. On the Choose Setup Type screen, perform one of the following actions:
• Click Complete to install all components of Trace System.
• Click Custom and select the components that you want to install.
8. Click Install.
9. Click Finish.
If the installation prompts you to restart the system, select Yes, I want to restart my
computer now. The installation prompts you to restart the system when application
components need updating or registering.

Installing Experience Portal applications

Procedure
1. From the Windows Start menu, click All Programs > Avaya Aura CC Elite Multichannel >
Utilities > Experience Portal Application Updater > Experience Portal Application
Updater.
2. In the Destination Server field, enter the URL of the system where you want to install or
update the Experience Portal applications.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 123
Comments? [email protected]
Installing utilities

3. In the Username and Password field, enter the user name and the password to access the
Tomcat server.
4. Click Login.
After successful login, the system displays the list of Experience Portal applications. In a list,
each application indicates the status as New, Skip, and Update.
Note:
Experience Portal Application Updater utility indicates the status of the installed or
updated application as Skip. You can either skip updating this application or forcefully
update that application.
5. In the applications list select the application that you want to install or update.
6. Click Update.
After you install or update the Experience Portal Application Updater utility, the system
indicates the application name in a list with green color.
If an error occurs while installing or updating the application, the system displays an error
message. The system also indicates the application name in a list with red color.

Microsoft Dynamics CRM Server implementation

To set up your Call Center Elite Multichannel solution to use Microsoft Dynamics CRM , see
Microsoft Dynamics CRM Integration Implementation Guide located in the Utilities\Microsoft
Dynamics CRM Server Customizations folder available with the Call Center Elite
Multichannel installer.

Microsoft Dynamics CRM Server customization

If your Microsoft Dynamics CRM database is synchronized with the ASContact database, you must
install MS CRM Phonebook Synchronizer on Microsoft Dynamics CRM Server. The MS CRM
Phonebook Synchronizer ensures that the ongoing changes are applicable to Microsoft Dynamics
CRM account. This component also ensures that the contact records are automatically updated in
the ASContact database.
If you are integrating Call Center Elite Multichannel Desktop with Microsoft Dynamics CRM, you can
add dial buttons to Microsoft Dynamics CRM web pages that contain one or more phone numbers.
To add dial buttons to Microsoft Dynamics CRM web pages, you must run the
ASMSCRMServerCustomizationsInstall.exe file. In the folder containing the installation files
of Call Center Elite Multichannel, the location of the
ASMSCRMServerCustomizationsInstall.exe file is Utilities\Microsoft Dynamics
CRM Server Customizations.

124 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 SQL Server configuration

Note:
The MS CRM Phonebook Synchronizer does not install any component on the system.

Installing Microsoft Dynamics CRM Phonebook Synchronizer on Microsoft

Dynamics CRM Server
Procedure
1. If you are already using a customization, copy callout.config.xml file to another
location.
2. Copy all files from Utilities\MS CRM Server Customizations\Realtime
Phonebook Synchronizer folder in the Call Center Elite Multichannel installer to the C:
\Program Files\Microsoft Dynamics CRM\Server\bin\assembly folder on your
Microsoft Dynamics CRM Server.
3. In the folder containing the installation files of Call Center Elite Multichannel, copy all files
from Utilities\MS CRM Server Customizations\Realtime Phonebook
Synchronizer to C:\Program Files\Microsoft Dynamics CRM\Server\bin
\assembly on your Microsoft Dynamics CRM Server.
4. If you completed step 1, copy any new entries from the latest callout.config.xml file
into your original callout.config.xml. Copy the updated file back into the folder on your
Microsoft Dynamics CRM Server.
5. Update the ASMSCRMPhonebookSynchronizer.ini . You must set the AS Contact
Database Connection String to ASContact database.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 125
Comments? [email protected]
Chapter 9: Inventory of Call Center Elite
Multichannel

Inventory of Call Center Elite Multichannel

Call Center Elite Multichannel Release 6.3.x has a special utility to collect the inventory of various
Call Center Elite Multichannel components installed on a system and the hardware of that system.
The inventory contains the following types of information:
• Hardware
- OEM ID
- Number of processors
- Processor type
- Active processor mask
- OS Major Version
- OS Minor Version
- OS Build Number
- OS Platform ID
- OS Version Info
• Network
- Machine Time
- Machine Host name
- Current user name
- Found machine IP address
• Registry key for Avaya
- HK_LOCAL_MACHINE\Software
• Call Center Elite Multichannel components
- File location
- File version
- File date and time

126 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Inventory of Call Center Elite Multichannel

The command line utility named ASFileDetailCheck.exe, is provided with the Call Center Elite
Multichannel installation kit. In the installation kit, you can find all related files for this utility in the
Utilities\FileDetailCheck folder.

Collecting Call Center Elite Multichannel inventory

Procedure
1. Copy the FileDetailCheck folder on a system from which you want to collect the
inventory.
2. From the FileDetailCheck folder, run the CCE50_FileCheck.bat batch file.
When you run this batch file, the ASFileDetailCheck utility collects the details of the Call
Center Elite Multichannel components and stores the information in a separate.txt file,
named CCE50_Details.txt .

Important:
This utility collects Call Center Elite Multichannel inventory from a system on which you
are running it. To collect Call Center Elite Multichannel inventory from multiple systems,
you must run this utility separately on every system.
3. Open the CCE50_Details.txt from the FileDetailCheck folder to view the collected
inventory.
Result
Following are some of the commands in the CCE50_FileCheck.bat batch file.

%echo off
del CCE50_Details.txt > Null 2>&1
asfiledetailcheck /SYSTEM >> CCE50_Details.txt
asfiledetailcheck /NETWORK >> CCE50_Details.txt
asfiledetailcheck /LMREGISTRY Avaya >> CCE50_Details.txt
asfiledetailcheck /CCEMODULES CCEComponentList.txt >> CCE50_Details.txt
ASFileDetailCheck ASWINDOWSSYSTEM32 ActEntConfigClient.dll >> CCE50_Details.txt
ASFileDetailCheck /PID ACC23.ConfigItem.1 >> CCE50_Details.txt
ASFileDetailCheck /PID ACC23.ConfigItem >> CCE50_Details.txt
ASFileDetailCheck /PID ACC23.ConfigList.1 >> CCE50_Details.txt
ASFileDetailCheck /PID ACC23.ConfigList >> CCE50_Details.txt
ASFileDetailCheck /PID ACC23.SectionItem.1 >> CCE50_Details.txt
ASFileDetailCheck /PID ACC23.SectionItem >> CCE50_Details.txt

The following is a sample inventory:

Start: Printing system information

Hardware information:
OEM ID: 0
Number of processors: 2
Page size: 4096
Processor type: 586
Minimum application address: 10000
Maximum application address: 7ffeffff
Active processor mask: 3

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 127
Comments? [email protected]
Inventory of Call Center Elite Multichannel

OS Major Version : 5
OS Minor Version : 1
OS Build Number : 2600
OS Platform ID : 2
OS Version Info : Service Pack 2
Memory load : 58
Available extended virtual memory : 0
Available page file memory : 2649792512
Available physical memory : 891330560
Available virtual memory : 2128175104
Total page file memory : 4118532096
Total physical memory : 2136887296
Total virtual memory : 2147352576

128 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
Chapter 10: User authentication in Call
Center Elite Multichannel

User authentication in Call Center Elite Multichannel

In Call Center Elite Multichannel, you can provide users the access permissions for using various
Desktop applications, such as Desktop, Control Panel, and Reporting.
With this feature, only users with access permissions can access the Desktop application. The
system displays an error message when users try to access Desktop applications without the
appropriate access permissions.
User authentication is disabled in the standard installation of Call Center Elite Multichannel. To
enable user authentication, you must configure the Active Directory (AD).
Important:
To administer AD, you must have the required skills.
As an administrator, you must create user groups called Organizational Units (OUs). In addition, you
must grant permissions to OUs to access specific applications using group policies or administrative
templates.
Note:
The settings you do for an OU overrides the settings of the parent OUs.
You can also use a central switch on a domain level to enable the user authentication in a domain.
For more information, see the Avaya Products Security Handbook. You can also access the Avaya
support website: http://support.avaya.com/security to find the information about known vulnerability
policies in Avaya products.

Enabling user authentication in a domain

About this task
Important:
When you enable user authentication in a domain, users cannot access the Call Center Elite
Multichannel applications without the explicit access permissions.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 129
Comments? [email protected]
User authentication in Call Center Elite Multichannel

Procedure
1. From the default installation folder, open the Utilities\Administrative Templates
folder.
This folder contains the following files:
• CCE_User_Authentication.adm . This file is used to enable the user authentication.
• CCE_Applications.adm . This file contains the settings for the Call Center Elite
Multichannel Desktop applications.
2. Install the CCE_User_Authentication.adm administrative template on a domain level.
This template creates new folder Computer Configuration > Administrative Templates >
Avaya Contact Center Express in Group Policy Object Editor. This new folder
contains new user authentication settings.
3. Change the User Authentication setting to Enabled.
The system enables the user authentication for Call Center Elite Multichannel Desktop
applications for all computers and users in this domain.

Enabling user authentication for users

About this task
Important:
User authentication for users is only effective when you enable user authentication in a domain.
For example, if you disable the access to Call Center Elite Multichannel Control Panel for
particular users, the users are restricted to access Call Center Elite Multichannel Control Panel
only when you enable user authentication in a domain.
Procedure
1. From the default installation folder, open the Utilities\Administrative Templates
folder.
This folder contains the following files:
• CCE_User_Authentication.adm . This file is used to enable the user authentication.
• CCE_Applications.adm . This file contains the settings for the Call Center Elite
Multichannel Desktop applications.
2. Create appropriate OUs to enable user authentication for Call Center Elite Multichannel
Desktop applications.
3. Install the CCE_Applications.adm administrative template in the group policy of each
OU.
This template creates new folder User Authentication > Administrative Templates >
Avaya Contact Center Express in Group Policy Object Editor. This new folder
contains new user authentication settings for each Desktop application, such as Call Center

130 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 User authentication in Call Center Elite Multichannel

Elite Multichannel Desktop, Call Center Elite Multichannel Reporting, and Call Center Elite
Multichannel Control Panel.
4. Change the setting for an application to Enabled , Disabled , or Not Configured.
The system enables or disables the selected user authentication for Call Center Elite
Multichannel Desktop applications for the specified OUs.
Note:
If you select the Not Configured setting, the system uses the settings of the parent OU.
If the parent OU does not have any settings, the system uses the default setting as
Disabled.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 131
Comments? [email protected]
Chapter 11: Agent event notification

Enable Agent Event Notification

Call Center Elite Multichannel takes advantage of Agent States generated by the Avaya Aura®™
Communication Manager.

Requirements for enabling agent events

To receive agent state events generated by the Avaya Aura®™ Communication Manager, you need:
• Avaya Aura® CM Server
• Application Enablement Services (AE Services)
• License Director
• Call Center Elite Multichannel application that uses Agent Events. For example:
- Call Center Elite Multichannel Desktop application or application built using Developer
- Interaction Data Server - Voice and Presence

Configuration for enabling agent events

The only configuration required is in the Avaya Aura®™ Communication Manager. When you
configure the CTI link, you must use type = ADJ-IP.
In addition, you must make the following configurations:
• System parameters features
- Create Universal Call ID (UCID)
UCID Network Node ID: <a number must be entered>
- Send UCID to ASAI
• Enable system parameters customer options
- Computer Telephony Adjunct Links
- Agent States
This option is enabled by an Avaya Aura® CM license.

132 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Enable Agent Event Notification

Note:
To support SIP endpoints, the TSAPI link version must be 5. For more information, see
Avaya Aura® Application Enablement Services Administration and Maintenance Guide.

Operations for enabling agent events

You do not need to change the operation or configuration of Call Center Elite Multichannel
applications because the applications are auto-negotiating.
For use in Developer, the changes in the Agent State are indicated by invoking the
QueryAgentStateReturn event. This method to indicate changes ensures backward compatibility
and capability to operate in both the polling and event modes.

Troubleshooting for enabling agent events

Procedure
1. Verify that Application Enablement Services is running.
2. In the Avaya Communication Manager, type list crm-features. The CRM Central column
must indicate a y next to the CTI Link that has Agent Events enabled. This specifies that
Avaya AES has negotiated Agent States with the Avaya Communication Manager.
If the expected CTI Link does not indicate that the Agent States is enabled, then contact your
Avaya sales representative.
3. Start TS Spy on the computer running the Call Center Elite Multichannel application.
4. In the station that the application is monitoring, change Agent State to AUX Work or ACW.
If you find 'ReadyEvent', 'WorkNotReadyEvent' or 'NotReadyEvent' in the trace within TS
Spy, you are receiving Agent State events from the Avaya Communication Manager to that
application.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 133
Comments? [email protected]
Appendix A: Desktop configuration

Desktop Configuration
In Call Center Elite Multichannel Desktop, some parameters cannot be configured through Options
dialog box. You must configure such parameters through Configuration Server or by editing the
configuration file.

Parameter configuration through Configuration Server

For information, see Administering Avaya Aura® Call Center Elite Multichannel.

Parameter configuration through the configuration file

To configure parameters in the configuration file, you must browse to the location
CCEM_INSTALL_DIR\\\\Avaya\\\\Avaya Aura CC Elite Multichannel\\\\ Desktop
\CC Elite Multichannel Desktop and configure the parameters in the ASGUIHost.ini file.

Important:
In the ASGUIHost.ini , do not change section names or parameter names. You must only
change the values for the parameters.

Parameters in the configuration file

General parameters
Field Description
Language The language for the Call Center Elite Multichannel
Desktop application.
The language options are: English, French, German,
Italian, Spanish, Spanish Colombian, Portuguese,

134 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Parameters in the configuration file

Field Description
Russian, Korean, Japanese, Traditional Chinese,
and Simplified Chinese.
The amount of space on the interface might limit the
number of characters that you can display.

Note:
Avaya Aura® Call Center Elite Multichannel
provides a custom language option. You can
use this option to change an existing language
to suit company-specific practices or a local
dialect. In addition, you can use this option to
translate all strings to create an entirely new
language.
By altering the strings, you can customize the names
of buttons, labels, tabs, panels, text boxes, menus,
instructions, and error messages.
To use the custom language, you must create a text
file containing the custom language name and your
choice of wording. You must specify this text file in
the configuration.
Server Instance ID A unique identifier for the server application, which is
created automatically when the application runs for
the first time.
Minimize to System Tray A value that displays Avaya Aura® Call Center Elite
Multichannel Desktop in the notification area or on
the task bar when you minimize the application.
Default: False.
Window Title A title of the Desktop application that displays on the
title bar.
Window Icon The filename and path of the icon, which displays on
the title bar of the Desktop application.
If you left this field blank, Avaya Aura® Call Center
Elite Multichannel Desktop uses the default icon file,
which is available in the current working folder of the
application.
Product ID A number that identifies the Avaya Aura® Call Center
Elite Multichannel Desktop application.

Note:
You must not change the default value.
Enable Options Menu A value that decides whether an agent can access
the Options dialog box or not.
An administrator can enable or disable the access of
the Options dialog box for an agent. Default: True.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 135
Comments? [email protected]
Desktop configuration

Field Description
Disabling the access restricts an agent to change
any application settings.
Enable Slide Tool Window A value that enables or disables sliding the tool
windows.

Error Logging parameters

Field Description
Error Log Level The value determines the log level of the error
information that you want to log.
The Avaya Aura® Call Center Elite Multichannel
Desktop supports the following log levels:
• 0=No error logging occurs
• 1=Logs fatal, major, minor errors and trace error
information
• 2=Logs fatal, major, and minor errors
• 4=Logs fatal and major errors
• 8=Logs fatal errors only
In addition to the existing log levels, you can create a
custom log level for diagnosing the Desktop
application. When the log file size reaches the
specified size, the custom log level creates multiple
log files. The custom log level does not overwrite the
earlier log file.
You can create the custom log level by adding 128 to
one of the default log levels mentioned earlier. For
example, if you specify 129 to Error Log Level, the
system creates the new error log files for the
Desktop application. The new error log files for Error
Log Level 129 contains fatal, major, minor errors,
and trace error information.
You must use the custom log level only for the
diagnostic purpose.
Error Log File Path A path to save the log files.
By default, this field is blank. Leaving this field blank
automatically saves the log files to the current
working folder of the Desktop application. Keeping
this field blank automatically saves the log files to the
current working folder of the Desktop application.
The working folder of the Desktop application to
store the executable of the application.

136 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Parameters in the configuration file

Field Description
Error Log File Extension An extension added to the filename of an error log
file.
This extension consists of a part of the file name,
which is the name of the application and the file type
extension, which is .log .
The system automatically precedes the default
extension with a day of the week (DDD format) when
the system creates the error log file. For example,
the log filename is MonASGUIHost.Log if the file is
created on Monday and ThuASGUIHost.Log if the
file is created on Thursday.
Maximum Error Log File Size KB The maximum size of the error log file. Default:
10000 KB. The minimum size that you can set is 100
KB.
After the log file reaches to the maximum size limit,
the file is archived and a new error log file is created.

Note:
Each archive stores only one error log file. So,
when the next error log file reaches to the
maximum size limit, the system overwrites
archived file with this new file. However, if you
have set the custom error log level by adding
128 to the default log level, the system creates
a new error log file with a new name every time
the maximum size limit is reached.
Error Log Mode A value that indicate the logging mode for Desktop.
Following are the logging modes:
1 - Enables Classic logging
2 - Enables TTrace logging
3 - Enables both the Classic and TTrace logging
Default value is: 1.
Error Log TTrace Host The host name of the TTrace Server.
Error Log TTrace Port The port number to access the TTrace Server.
Default port is: 10400.
Error Log use old Log Format A value that instructs the system to store the log
either in the new Avaya Common Logging format or
the old logging format.
Default value is: False.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 137
Comments? [email protected]
Desktop configuration

License Director parameters

Field Description
Primary License Director IP The IP address of the primary License Director
through which the Desktop application requests and
releases the licenses.
Primary License Director Port The port number of the primary License Director.
Default: 29095.
Secondary License Director IP The IP address of the secondary License Director IP
through which the Desktop application requests and
releases the licenses.
Secondary License Director Port The port number of the secondary License Director.
Default: 29095.
Connect License Director If you are using the iClarity Plug-in, set this field to
True.
Enable Debug Trace A setting that you can use to troubleshoot Call
Center Elite Multichannel Desktop using tools, such
as DebugView. True=enabled, False=disabled.

Windows layout parameters

Field Description
Left Position A value that indicates the position of the application
window from the left side of the screen.
If you change the position of the window, the position
is automatically updated in the configuration.
Top Position A value in pixels that indicates the position of the
application window from the top side of the screen.
If you change the position of the window, the position
is automatically updated in the configuration.
Window Width A value, in pixels that indicates the width of the
application window.
If you change the width of the window, the width is
automatically updated in the configuration.
Window Height A value in pixels that indicates the height of the
application window.
If you change the height of the window, the height is
automatically updated in the configuration.
Maximized A value that opens the Desktop application window
maximized if you set the value to True.

138 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Parameters in the configuration file

Field Description
Setting this value to False, starts the application
window with the specified width and height.
Layout File Folder The XML file path that stores information about the
layout of the windows in Desktop. The
ASGUIHostLayout_username.xml file stores the
size and positioning of each window.
If you leave this field blank, the Desktop application,
by default, finds the file in a folder where the Desktop
application executable is present.

Plug In Assembly List

This list of generic plug-ins. These plug-ins load when Call Center Elite Multichannel Desktop starts.
Each entry has the format “Friendly name=Plug-in section name”. The plug-in section name points
to and is the same as the section in the file that contains configuration data for that plug-in.
For example:
Auto Text Section = Auto Text
CallInfo.A Section = CallInfo.A
;CallInfo.B Section = CallInfo.B
;CallInfo.C Section = CallInfo.C
;CallInfo.D Section = CallInfo.D
Close Suspend Work Item Section = Close Suspend Work Item
Customized Forms Section = Customized Forms
Desktop Utility Section = Desktop Utility
Directory Section = Directory
Email Section = Email
External Application Container Section = External Application Container
External Application Execute Section = External Application Execute
;IClarity Section = IClarity
IDS View Client Section = IDS View Client
Media Controller Section = Media Controller
Presence Section = Presence
Preview Contact Section = Preview Contact
Printing Section = Printing

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 139
Comments? [email protected]
Desktop configuration

Rules = Rules
Session Notes Section = Session Notes
Simple Messaging Plugin Section = Simple Messaging
Spell Checker Section = Spell Checker
Telephony Section = Telephony
User Section = User
Voice Section = Voice
Wallboard = Wallboard
Work Item Alert Section = Work Item Alert
Work Item History Section = Work Item History
Work Item Notes Section = Work Item Notes
;Microsoft Dynamics CRM Gui Plugin = Microsoft Dynamics CRM Gui Plugin
Work Item Creation Section = Work Item Creation
ASTimeInAUXDisplay = ASTimeInAUXDisplay
ASDialEnhancement = ASDialEnhancement
ASQuickDial = ASQuickDial
Contact Management Section = Contact Management
Save Close Document Window Section = Save Close Document Window
ASCustomRulesButtons = ASCustomRulesButtons
Html Editor Provider Section = Html Editor Provider
Template Section = Template
ASCalculator Section = ASCalculatorPlugin
ASWorldClock Section = ASWorldClock
ASDMCCPlugin = ASDMCCPlugin
ASImageLibraryPlugin = ASImageLibraryPlugin
Dashboard Section = Dashboard
Supervisor Section = Supervisor
Communicator = ASCommunicator
;RTC Plugin=RTC Plugin
;Python Breakout Section=Python Breakout

140 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Parameters in the configuration file

iClarity parameters
You can configure all iClarity parameters, except the following, through the Options dialog box in
Call Center Elite Multichannel Desktop.
Note:
When you first open the ASGUIHost.ini file, the iClarity Plug-in is disabled by commenting it
in the Plug In Assembly List (;iClarity Section = iClarity). Remove the semicolon to enable the
iClarity Plug-in.

Field Description
Assembly File Name The name of the plug-in file, which is loaded.
Specify the file path if the plug-in is not located at the
default file path. The default file path is the same
folder as the Desktop application.
For this plug-in, use
ASGUIHIClarityPlugin.dll.
Login Automatically A setting that automatically logs an agent into the
call server when Desktop starts.

Spell Checker parameters

Field Description
Assembly File Name The name of the plug-in file, which is loaded.
Specify the file path if the plug-in is not located at the
default file path. The default file path is the same
folder as the Desktop application.
For this plug-in, use
ASSpellCheckerPlugin.dll .
Enable Error Log A setting that enables the Desktop application to
write plug-in specific error information to the error log
files. True=enabled, False=disabled.
User Dictionary File A path of the dictionary file that Desktop uses.
By default, the application uses the dictionary from
the Dict folder within the application directory. The
following dictionaries are available in Desktop:
• de-DE.dic (German)
• en-AU.dic (Australian English)
• en-CA.dic (Canadian English)
• en-GB.dic (UK English)

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 141
Comments? [email protected]
Desktop configuration

Field Description
• en-US.dic (US English)
• es-ES.dic (Spanish Castilian)
• es-MX.dic (Spanish Colombian)
• fr-FR.dic (French)
• it-IT.dic (Italian)
• pt-BR.dic (Portuguese Brazilian).
Toolbar Position The position of the toolbar on the Desktop interface.
The following are the toolbar positions:
• The first toolbar from top of the screen
• The second toolbar from top of the screen
• The toolbar at the bottom of the screen

Directory parameters
Except the following parameters, you can configure all Directory parameters through the Options
dialog box in Call Center Elite Multichannel Desktop.

Field Description
Assembly File Name The name of the plug-in file, which is loaded.
Specify the file path if the plug-in is not located at the
default file path. The default file path is the same
folder as the Desktop application. The default file
path is the same folder as the Desktop application.
For this plug-in, use ASDirectoryPlugin.dll .
Enable Error Log A setting that enables the Desktop application to
write plug-in specific error information to the error log
files.
True=enabled, False=disabled.
Column Caption The name of each column in the directory.
The system displays the column names in the order
you specify. In addition, the system saves the order
in the configuration after the column names are
adjusted in the application.
Column Width The width of each column in the directory.
The system saves the column widths in the
configuration after the column names are adjusted
within the application.

142 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Parameters in the configuration file

Field Description
Enable Smart Search An option that you can set to enable the Smart
Search feature in the Directory window.
True=enabled, False=disabled.
Match Rating A parameter that controls the matching of the search
criteria with the information in the directory.
The default is 1.

Work Item History parameters

Work Item History plug-in relies on a connection to IDS View Client to get historical information.
Therefore, you must also configure the [IDS View Client] section in this file for this plug-in to work.

Field Description
Assembly File Name The name of the plug-in file, which is loaded.
Specify the path if the plug-in is not located in the
default file path. The default file path is the same
folder as the Desktop application.
For this plug-in, use
ASWorkItemHistoryPlugin.dll .
Retrieve Conversation History A setting that enables the Desktop application to
retrieve the conversation history of an agent.
True=enabled, False=disabled.
Retrieve Interaction History A setting that enables the Desktop application to
retrieve the interaction history of an agent.
True=enabled, False=disabled.
Retrieve History Days Old A number that defines how old work items you want
to search on the Customer History tab.
The default is 30 days.
Allow Search Other Agents A setting that enables the Desktop application to
retrieve and display the history of work items that
another agent has handled.
Default: False.
True=enabled, False=disabled.
Search Agent History Days Old A number that defines how old work items you want
to search on the Agent History tab.
Default: 1 day.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 143
Comments? [email protected]
Desktop configuration

Preview Contact parameters

Field Description
Assembly File Name The name of the plug-in file, which is loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the Desktop application.
For this plug-in, use
ASPreviewContactPlugin.dll .
Enable Error Logging A setting that enables the Desktop application to
write plug-in specific error information to the error log
files.
True=enabled, False=disabled.
Enable External Application A setting that enables the Desktop application to
start an external application when preview contact
work items are received.
True=enabled, False=disabled.
External Application File Name The filename and path of the external application
that you want to start.
If you leave this field blank, Desktop starts the
application defined for the External Application File
Name in the External Application Execute section of
this .ini file.
XML File Name The name of the XML file that External Application
Execute Plug-in creates to source work item-related
information to the external application.
If you leave this parameter blank, Desktop uses the
name defined for the XML File Name in the External
Application Execute section of this .ini file.
By default, the XML file is stored at the path defined
for the XML File Path in the same External
Application Execute section.
Top Panel Height The height of the top panel, in pixels, in a preview
contact work item.
The top panel contains customer information,
whereas the bottom panel contains campaign
information.
Allow Value Editing If you set this value to True, you can change the data
that you previously saved in the Additional
Information panel of the preview contact work item.

144 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Parameters in the configuration file

Email parameters
Field Description
Assembly File Name The name of the plug-in file, which is loaded.
Specify the file path if the plug-in is not located at the
default file path. The default file path is the same
folder as the Desktop application.
For this plug-in, use ASEmailPlugin.dll .
Enable Error Logging If you have this setting, you can write plug-in specific
error information to the error log files of the
application. True=enabled, False=disabled.
Always Open Attachments If you set this field to True, the setting prevents the
appearance of the dialog box that prompts the agent
whether to save an attachment before opening it.
Enable External Application A setting that either enables or disables opening an
external application when email work items are
received. True=enabled, False=disabled.
External Application File Name The filename and path of the external application
that you want to open. If you leave this field blank,
Call Center Elite Multichannel Desktop uses the
application defined by External Application File
Name in the External Application Execute section of
this .ini file.
XML File Name The name of the XML data file External Application
Execute Plug-in creates to supply work item-related
information to the external application.
If you leave this field blank, Desktop uses the name
defined by XML File Name in the External
Application Execute section of this .ini file.
By default, the XML file is stored at the location
defined by XML File Path in the External Application
Execute section.
Toolbar Position The position of the toolbar on the Desktop interface.
The following are the toolbar positions:
• The first toolbar from top of the screen
• The second toolbar from top of the screen
• The toolbar at the bottom of the screen
Preferred Character Encoding The character set email work items try to use when a
reply is sent to the customer. If the user-entered
characters cannot be encoded in the specified
encoding, the Email Media Store can override this
setting. The default is: us-ascii.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 145
Comments? [email protected]
Desktop configuration

Field Description
Reply Font Name The name of the font used in the reply field. If this
font is unavailable, then the default system font,
usually Arial, is used. The default value is: Times
New Roman.
Reply Font Size The size of the font used in the reply field. The
default value is: 12.
Active Window on Work Item Accepted A setting that automatically makes an email work
item active when the agent answers the call.
True=enabled, False=disabled.

Work Item Notes parameters

Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use
ASWorkItemNotesPlugin.dll .
Enable Error Logging If you have this setting, you can write plug-in specific
error information to the error log files of the
application. True=enabled, False=disabled.
Enable Check As Type If set to True, this setting activates the automatic
checking of any text typed into the Work Item Notes
window.

Voice parameters
Except the following parameters, all Voice parameters are configured through the Options dialog
box in Call Center Elite Multichannel Desktop.

Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use ASGUIHVoicePlugin.dll .
Top Left Width The width, in pixels, of the upper left voice work item.
Top Left Height The height, in pixels, of the upper left voice work
item.

146 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Parameters in the configuration file

Field Description
Top Right Width The width, in pixels, of the upper right voice work
item.
Top Right Height The height, in pixels, of the upper right voice work
item.
Bottom Left Width The width, in pixels, of the lower left voice work item.
Bottom Left Height The height, in pixels, of the lower left voice work
item.
Bottom Right Width The width, in pixels, of the lower right voice work
item.
Bottom Right Height The height, in pixels, of the lower right voice work
item.
Maximum Items In Dialed Numbers List The maximum number of numbers that displays in
the drop-down list of previously dialed phone
numbers.
Dialed Numbers List The list of previously dialed phone numbers. For
example: 8686 | 1800avaya | 477 0583 | 8532. Note:
Call Center Elite Multichannel Desktop retains the list
for reuse after the application is closed.
Use Inbound UUI On Conference If you set this field to True, then the user-to-user
information received from a call is forwarded with the
call when that call is conferenced. The default is
False.
Use Inbound UUI On Transfer If set to True, this setting ensures that any user-to-
user information received with a call is forwarded
with the call if that call is transferred. The default is
False.
Enable External Application A setting that enables or disables opening an
external application when voice work items are
received. True=enabled, False=disabled.
External Application File Name The filename and path of the external application
that you want to open.
XML File Name The name of the XML data file External Application
Execute Plug-in creates to supply work item-related
information to the external application.
Clear Number On Dial If set to True, this setting removes the phone number
from the Dial text box after you make a call. If set to
False, the number remains in the text box for reuse.
Close Voice Work Item Window On Call Dropped If set to True, this setting closes the voice work item
when a call has ended.
If set to False, the agent has to manually close the
work item.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 147
Comments? [email protected]
Desktop configuration

Field Description
Note:
This parameter only works when Call Center
Elite Multichannel Desktop is integrated with
Voice Media Store.

CallInfo.A parameters
Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the Call Center Elite Multichannel Desktop
application.
Enable Error Logging If you have this setting, you can write plug-in specific
error information to the error log files of the
application. True=enabled, False=disabled.
Panel Position A value that determines the position of this plug-in
within the four-item grid. The default is 1, which
positions the item in the upper left of the grid.

CallInfo.B parameters
Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the Call Center Elite Multichannel Desktop
application.
Enable Error Logging If you have this setting, you can write plug-in specific
error information to the error log files of the
application. True=enabled, False=disabled.
Panel Position A value that determines the position of this plug-in
within the four-item grid. The default is 2, which
positions the item in the upper right of the grid.

148 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Parameters in the configuration file

CallInfo.C parameters
Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the Call Center Elite Multichannel Desktop
application.
Enable Error Logging If you have this setting, you can write plug-in specific
error information to the error log files of the
application. True=enabled, False=disabled.
Panel Position A value that determines the position of this plug-in
within the four-item grid. The default is 3, which
positions the item in the lower left of the grid.

CallInfo.D parameters
Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the Call Center Elite Multichannel Desktop
application.
Enable Error Logging If you have this setting, you can write plug-in specific
error information to the error log files of the
application. True=enabled, False=disabled.
Panel Position A value that determines the position of this plug-in
within the four-item grid. The default is 4, which
positions the item in the lower right of the grid.

Work Item Alert parameters

Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use
ASWorkItemAlertPlugin.dll .

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 149
Comments? [email protected]
Desktop configuration

Field Description
Enable Error Logging If you have this setting, you can write plug-in specific
error information to the error log files of the
application. True=enabled, False=disabled.
Display Seconds The length of time, in seconds, the alert displays,
informing the agent of an incoming work item.
Display When Host Visible Using this parameter, you can set the alert behavior
if Call Center Elite Multichannel Desktop is visible on
the agent's screen.
True = If Call Center Elite Multichannel Desktop is
visible, the alert displays.
False = If Call Center Elite Multichannel Desktop is
visible, the alert does not display.
Display When Host Invisible Using this parameter, you can set the alert behavior
if Call Center Elite Multichannel Desktop is not
visible on the agent's screen.
True = If Call Center Elite Multichannel Desktop is
not visible, the alert displays.
False = If Call Center Elite Multichannel Desktop is
not visible, the alert does not display.
Left Position The distance, in pixels, of the application from the
left side of the screen at startup. The distance is
automatically saved in the configuration after it is
adjusted within the application.
Top Position The distance, in pixels, of the application from the
top of the screen at startup. The distance is
automatically saved in the configuration after it is
adjusted within the application.
Enable Alert If you have this setting, you can add a sound to the
visual alert. If set to True, the .wav file specified in
the Alert File parameter is used. True=enabled,
False=disabled.
Alert File The name of the plug-in file to be loaded: Notify.wav.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the Call Center Elite Multichannel Desktop
application.

Telephony parameters
Except the following parameters, you can configure all Telephony parameters through the Options
dialog box in Call Center Elite Multichannel Desktop.

150 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Parameters in the configuration file

Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use ASGUIH Telephony
Plugin.dll.
Fire Call Cleared Event For Transfer If set to True, this setting fires the Call Cleared event
to the Rules Plug-in when a call is transferred. You
can use the Call Cleared event to create customized
rules. The default is False.
Fire Call Cleared Event For Conference If set to True, this setting fires the Call Cleared event
to the Rules Plug-in when a call is conferenced. You
can use the Call Cleared event to create customized
rules. The default is False.

User parameters
Except the following parameters, you can configure all User parameters through the Options dialog
box in Call Center Elite Multichannel Desktop.

Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use ASGUIHUserPlugin.dll .
Default Logout Reason Code The reason code which is selected by default when
the agent logs out.
Default AUX Reason Code The reason code which is selected by default when
the agent changes to Auxiliary mode.
Agent ID History A list of the login IDs used by agents using Call
Center Elite Multichannel Desktop on this computer.
The list follows the following format: 3233 | 3234 |
3235.

Media Controller parameters

Except the following parameters, you can configure all Media Controller parameters through the
Options dialog box in Call Center Elite Multichannel Desktop.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 151
Comments? [email protected]
Desktop configuration

Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use ASMediaController.dll .
Enable Error Log If you have this setting, you can write plug-in specific
error information to the error log files of the
application. True=enabled, False=disabled.
Media Store List Using this parameter Call Center Elite Multichannel
Desktop can connect directly to one or more media
stores without connecting to Media Director and
therefore without consuming a Call Center Elite
Multichannel
Multimedia license Using this parameter, the user can retrieve work
items from the Work Item History database without a
license. Media stores are separated in the list by
semi-colons.
The list must follow the format:
Media Store List=MediaType1|ServerIntanceID1|
RemotingURL1;MediaType2|ServerIntanceID2|
RemotingURL2 . For example: Media Store List=1|
aaaa4001-61db-4a2a-a21b-aa7647cbf3f4|gtcp://
Test11:29097/EmailMediaStore.rem .

Simple Messaging parameters

Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use ASSimple Messaging
Plugin.dll .
Enable Error Logging If you have this setting, you can write plug-in specific
error information to the error log files of the
application. True=enabled, False=disabled.
Active Window On Work Item Accepted A setting that automatically makes a simple
messaging work item active when the agent answers
the call. True=enabled, False=disabled.

152 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Parameters in the configuration file

Field Description
Enable External Application A setting that either enables or disables opening an
external application when simple messaging work
items are received. True=enabled, False=disabled.
External Application File Name The filename and path of the external application
that you want to open.
If left blank, Call Center Elite Multichannel Desktop
uses the application defined by External Application
File Name in the External Application Execute
section of this .ini file.
XML File Name The name of the XML data file External Application
Execute Plug-in creates to supply work item-related
information to the external application.
If left blank, Call Center Elite Multichannel Desktop
uses the name defined by XML File Name in the
External Application Execute section of this .ini file.
By default, the XML file is stored using the path
defined by XML File Path in the same External
Application Execute section.
Close Simple Message Window Interval Seconds The length of time in seconds for which a simple
messaging work item stays open after a customer
ends the conversation from simple message
interface. For example, MSN Messenger.
If set to '0', the work item does not close until the
agent manually closes it.
Spell Check As You Type A setting that forces Call Center Elite Multichannel
Desktop to automatically check the spelling of words
as you type them inside simple messaging work
items. True=enabled, False=disabled.

External Application Container parameters

Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use
ASExternalApplicationContainer.dll .
External Application Sections A list of section names within this file that contain
configuration settings to open external applications.
You must separate section names by commas. For

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 153
Comments? [email protected]
Desktop configuration

Field Description
example, External Application Sections=External
Application 1,External Application 2
Incoming Call Default Application Section You can use this parameter to specify the external
application that you want to open when you have an
incoming call whose DistributingVDN parameter
does not match with any of the values specified in
the Incoming Call VDN List parameters. To specify
the external application, state the name of the
section containing the configuration settings. For
example, Incoming Call Default Application
Section=External Application 1.

External Application 1 and External Application 2 parameters

Field Description
External Application Name The name of the external application that you want to
display within Call Center Elite Multichannel
Desktop. If you do not want to display an external
application, leave this field blank.
External Application Command Line Call Center Elite Multichannel Desktop uses this
command line to open the external application.
Title Text The text that displays in the Windows tab if you are
using a document window or title bar.
Display Delay Interval Seconds The length of time in seconds that the external
application takes to display within Call Center Elite
Multichannel Desktop. The delay gives your external
application enough time to fully display before it
changes its parent window to Call Center Elite
Multichannel Desktop.
Allow To Close A value that enables the user to close the external
application. True=enabled, False=disabled.
Display In Tool Window A value that determines whether Call Center Elite
Multichannel Desktop displays the external
application within a tool window or a document
window. A tool window is a flexible window that can
move around the screen and a document window is
a fixed window that cannot be moved.
True=application displays in a tool window,
False=application displays in a document window.
Allow Tool Window To Dock Left If the Display In Tool Window parameter is enabled
and this parameter is set to True, then you can dock
the external application at the left of the screen.

154 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Parameters in the configuration file

Field Description
Allow Tool Window To Dock Bottom If the Display In Tool Window parameter is enabled
and this parameter is set to True, then you can dock
the external application at the bottom of the screen.
Allow Tool Window To Dock Right If the Display In Tool Window parameter is enabled
and this parameter is set to True, then you can dock
the external application at the right of the screen.
Allow Tool Window To Dock Top If the Display In Tool Window parameter is enabled
and this parameter is set to True, then you can dock
the external application at the top of the screen.
Launch Application When Host Started If this parameter is set to True, then the external
application starts in a window within Call Center Elite
Multichannel Desktop when it is started.
Incoming Call VDN List A comma-separated list of VDN extensions that
triggers this external application to start. If an agent
receives an incoming call and the DistributingVDN
parameter of the call delivered event matches one of
the VDNs in the list, the window associated with this
application opens. For example: Incoming Call VDN
List=8542,8653.
Icon File Full Path The name and file path to the icon that displays on
the application title bar. If left blank, Call Center Elite
Multichannel Desktop automatically uses a default
icon located in the application's current working
folder: ExternalApp.ICO
Tool Window Key If the external application is set to display in a tool
window (Display In Tool Window is True), this setting
records the window's position when Call Center Elite
Multichannel Desktop closes and displays it in the
same position when the application restarts.
Focus Application When Window Selected If the external application is set to display in a
document window and this parameter is set to True,
the external application gets focus when you click
the window tab of the application.
If set to False, the user must manually click inside
the application window to enable this functionality.
The default is False.

Auto Text parameters

The plug-in specified in this section (ASAutoTextPlugin.dll) controls the activation of both the
AutoText and Work Codes functionality within Call Center Elite Multichannel Desktop.

Field Description
Assembly File Name The name of the plug-in file to be loaded.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 155
Comments? [email protected]
Desktop configuration

Field Description
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use ASAutoTextPlugin.dll .
AutoText Toolbar Position The position of the AutoText toolbar on the Desktop
interface.
The following are the toolbar positions:
• The first toolbar from top of the screen
• The second toolbar from top of the screen
• The toolbar at the bottom of the screen
Work Codes Toolbar Position The position of the Work Codes toolbar on the
Desktop interface.
The following are the toolbar positions:
• The first toolbar from top of the screen
• The second toolbar from top of the screen
• The toolbar at the bottom of the screen
Voice Work Code File Name The full path (including file name) to the .txt or .csv
file AutoText Plug-in uses to generate work codes for
voice work items.
Enable Auto Text Preview Setting this parameter to True, enables the agent to
preview the values assigned to all auto text and work
code keys.
Auto Text Preview Delay Seconds If you enable auto text preview, this parameter
controls the time for which the agent must rest the
mouse on the key, so that the value assigned to the
key can be viewed. The minimum length of time you
can specify is 2 seconds.

Printing parameters
Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is same folder
as the host application.
For this plug-in, use ASPrintingPlugin.dll .
Toolbar Position The position of the toolbar on the Desktop interface.

156 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Parameters in the configuration file

Field Description
The following are the toolbar positions:
• The first toolbar from top of the screen
• The second toolbar from top of the screen
• The toolbar at the bottom of the screen

External Application Execute parameters

Using this plug-in, you can transfer information from an incoming work item to another application.
This plug-in copies information from the incoming work item and stores the information in an XML
file. The XML file is then sourced by the external application. The application launches
independently of the Call Center Elite Multichannel Desktop interface.

Field Description
Assembly File Name The name of the plug-in file to be loaded. Specify the
file path if the plug-in is not located in the default file
path. The default file path is the same folder as the
host application. For this plug-in, use
ASExternalApplicationExecutePlugin.dll .
Enable Error Logging If you have this setting, you can write plug-in specific
error information to the error log files of the
application. True=enabled, False=disabled.
Enable External Application A setting that either enables or disables opening of
an external application when work items are
received. True=enabled, False=disabled.
External Application File Name The filename and path of the external application
that you want to open. The default is: Notepad.exe.

Note:
If a different external application is configured to
open for a specific work item type, the
application you specify is ignored for that work
item type.
XML File Name The name of the XML file External Application
Execute Plug-in creates to supply work item-related
information to the external application.

Note:
If a different XML file name is configured for a
specific work item type, the name you specify is
ignored for that work item type.
XML File Path The full path where the XML file is stored by the
External Application Execute Plug-in and sourced by
the external application. The default is: C:\Program
Files\Avaya\Avaya Aura CC Elite

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 157
Comments? [email protected]
Desktop configuration

Field Description
Multichannel\Desktop\CC Elite
Multichannel Desktop\WorkItemXML.
Delete XML Files On Exit A setting that forces the External Application Execute
Plug-in to delete the XML file when Call Center Elite
Multichannel Desktop closes. True=enabled,
False=disabled.

Session Notes parameters

You can configure all Session Notes parameters through the Options dialog box in Call Center Elite
Multichannel Desktop.

Field Description
Assembly File Name The name of the plug-in file to be loaded. Specify the
file path if the plug-in is not located in the default file
path. The default file path is the same folder as the
host application. For this plug-in, use
ASSessionNotesPlugin.dll .

Presence parameters
You can configure all Presence parameters through the Options dialog box in Call Center Elite
Multichannel Desktop.
Note:
Presence plug-in relies on a connection to IDS View Client to source information on station
activity. Therefore, for this plug-in to work, you must also configure the [IDS View Client] section
of this file.

Field Description
Assembly File Name The name of the plug-in file to be loaded. Specify the
file path if the plug-in is not located in the default file
path. The default file path is the same folder as the
host application. For this plug-in, use
ASPresencePlugin.dll .

Close Suspend Work Item parameters

Field Description
Assembly File Name The name of the plug-in file to be loaded.

158 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Parameters in the configuration file

Field Description
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use
ASWorkItemCloseSuspendPlugin.dll .
Toolbar Position The position of the toolbar on the Desktop interface.
The following are the toolbar positions:
• The first toolbar from top of the screen
• The second toolbar from top of the screen
• The toolbar at the bottom of the screen

IDS View Client parameters

Except the following parameters, you can configure all IDS View Client parameters through the
Options dialog box in Call Center Elite Multichannel Desktop.

Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use
ASGUIHIDSViewClientPlugin.dll .
Server Instance ID A unique identifier for the server application, which is
created automatically when it runs for the first time.

Rules parameters
Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use ASRulesPlugin.dll .
Rules Engine File Name The file path to the Rules Engine. By default, it
searches for the control in the working folder of the
Call Center Elite Multichannel Desktop application
\ASGRules.dll .

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 159
Comments? [email protected]
Desktop configuration

Field Description
Show Rules Option On Tools Menu When set to False, the Rules interface option is
unavailable through the Tools menu.

Desktop Utility parameters

Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use
ASDesktopUtilityPlugin.dll .

Wallboard parameters
You can configure all Wallboard parameters through the Options dialog box in Call Center Elite
Multichannel Desktop.
Note:
Wallboard plug-in relies on a connection to IDS View Client to source statistical information.
Therefore, for this plug-in to work, you must also configure the [IDS View Client] section of this
file.

Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use ASWallboardPlugin.dll .

GN8120 Headset parameters

Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.

160 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Parameters in the configuration file

Field Description
For this plug-in, use
ASGN8120HeadSetPlugin.dll .

Customized Forms parameters

Using this plug-in, you can add one or more additional work forms to multimedia work items. These
work forms are accessible through additional tabs on the side of a work item created through Call
Center Elite Multichannel Control Panel. For more information, see Administering Avaya Aura® Call
Center Elite Multichannel .

Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use
ASCustomizedFormsPlugin.dll .

Work Item Creation parameters

These plug-in parameters are reserved for future use.

Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use ASWorkItemCreation.dll .
New Work Item Toolbar Position Reserved for future use.

ASTimeInAUXDisplay parameters
This plug-in adds a time counter to Call Center Elite Multichannel Desktop's status bar. The time
counter displays how long the agent spends in any of the three work modes: Auxiliary, Available,
and After Call Work. When the agent changes mode, the counter resets.

Field Description
Assembly File Name The name of the plug-in file to be loaded.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 161
Comments? [email protected]
Desktop configuration

Field Description
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use ASTimeInAUXDisplay.dll .

ASDialEnhancement parameters
You can configure all Enhanced Dial parameters through the Options dialog box in Call Center Elite
Multichannel Desktop.

Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use ASDialEnhancement.dll .

ASQuickDial parameters
You can configure all Quick Dial parameters through the Options dialog box in Call Center Elite
Multichannel Desktop.

Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use ASQuickDial.dll .

Contact Management parameters

Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use
ASContactManagementPlugin.dll .

162 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Parameters in the configuration file

Field Description
User Defined Fields Group Text The text that you want to display as the heading for
your customized section of contact fields.
User Defined Field Selector Visible 1 If this parameter is set to True, the agent can use a
drop-down list to assign another field name to this
field. If this parameter is set to False, the drop-down
option does not display.
User Defined Field Selector Visible 2 If this parameter is set to True, the agent can use a
drop-down list to assign another field name to this
field. If this parameter is set to False, the drop-down
option does not display.
User Defined Field Selector Visible 3 If this parameter is set to True, the agent can use a
drop-down list to assign another field name to this
field. If this parameter is set to False, the drop-down
option does not display.
User Defined Field Selector Visible 4 If this parameter is set to True, the agent can use a
drop-down list to assign another field name to this
field. If this parameter is set to False, the drop-down
option does not display.
User Defined Field Selector Visible 5 If this parameter is set to True, the agent can use a
drop-down list to assign another field name to this
field. If this parameter is set to False, the drop-down
option does not display.
User Defined Field Selector Visible 6 If this parameter is set to True, the agent can use a
drop-down list to assign another field name to this
field. If this parameter is set to False, the drop-down
option does not display.
User Defined Field Selector Visible 7 If this parameter is set to True, the agent can use a
drop-down list to assign another field name to this
field. If this parameter is set to False, the drop-down
option does not display.
User Defined Field Text 1 The name that you want to give your first customized
contact field.
User Defined Field Text 2 The name that you want to give your second
customized contact field.
User Defined Field Text 3 The name that you want to give your third
customized contact field.
User Defined Field Text 4 The name that you want to give your fourth
customized contact field.
User Defined Field Text 5 The name that you want to give your fifth customized
contact field.
User Defined Field Text 6 The name that you want to give your sixth
customized contact field.
User Defined Field Text 7 The name that you want to give your seventh
customized contact field.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 163
Comments? [email protected]
Desktop configuration

Save Close Document Window parameters

You can configure all Quick Dial parameters through the Options dialog box in Call Center Elite
Multichannel Desktop.

Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use ASSaveClosePlugin.dll .

Python Breakout parameters

Except the following parameters, you can configure all Python Breakout parameters through Call
Center Elite Multichannel Desktop's interface.

Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use
ASPythonBreakoutPlugin.dll .
Python Library Path The path to Python 2.4.3 library routines. If you have
selected a non default path to install Python, then
replace the default path of this parameter (c:
\Python24\lib) with the path to the library files of your
Python installation.
Show IronPython Option On Tools Menu A setting that determines whether Python Breakout
integration is part of the Call Center Elite
Multichannel Desktop Tools menu.

ASCustomRulesButtons parameters
You can configure all Custom Buttons parameters through the Options dialog box in Call Center
Elite Multichannel Desktop.

Field Description
Assembly File Name The name of the plug-in file to be loaded.

164 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Parameters in the configuration file

Field Description
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use
ASCustomRulesButtons.dll .

Microsoft Dynamics CRM GUI Plugin parameters

You can configure all Microsoft Dynamics CRM GUI Plug-in parameters through the Options dialog
box in Call Center Elite Multichannel Desktop.

Field Description
Assembly File Name The name of the plug-in file to be loaded.
Specify the file path if the plug-in is not located in the
default file path. The default file path is the same
folder as the host application.
For this plug-in, use ASMSCRMGuiPlugin.dll .

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 165
Comments? [email protected]
Appendix B: Command line parameters

Parameters
You can install applications that use Configuration Client such as Desktop, Control Panel, and
Reporting using command line parameters that dictate where Configuration Client must retrieve the
configuration data of the application.
The following are the possible configuration data sources:
• Configuration Server
• Local configuration file
• System registry
The application passes the information taken from the command line directly into the control. If a
parameter exists in the command line, the value of that parameter overrides information set within
the container application. If a command line contains multiple entries for the same parameter, only
the first instance is used.

Application Name /z
Application Name is the name of the application (as configured in Configuration Server), which
Configuration Client requests configuration information for.

Primary Server Name /s

Primary Server Name is the name of the primary Configuration Server that Configuration Client
connects to for configuration information. This value can be the name of the server or the IP address
of the server.
To retrieve configuration information from the system registry, you can set Server Name to:
• HKEY_LOCAL_MACHINE. Configuration Client retrieves information from the local machine
system registry.
• HKEY_CURRENT_USER. Configuration Client retrieves information from the local user
system registry.

166 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Parameters

Primary Server Port /p

Primary Server Port is the primary TCP/IP port used for communication between the Configuration
Server and the Configuration Client. When this port is absent from the command line, the default
port, 29091, is used. The Server Port parameter enables you to override the default port.

Secondary Server Name /s2

Secondary Server Name is the name of the backup Configuration Server that Configuration Client
connects to for configuration information. This value can be the name of the server or the IP address
of the server.

Secondary Server Port /p2

Secondary Server Port is the backup TCP/IP port used for communication between the
Configuration Server and the Configuration Client.

Configuration Filter /a
Configuration Filter is a compulsory parameter to source configuration information from the
Configuration Server.
A configuration filter is a name/value pair using which, you can identify and retrieve a user and the
configuration profile of the application from the Configuration Server database.
In the command line, a configuration filter is defined using a name=value format. The pairs are
separated by semicolons:
Name1=Value1;Name2=Value2
Your command line can contain M=%%M or U=%%U. The M=%%M and U=%%U are optional filters
built into Configuration Server. When Configuration Client recognizes this text, it replaces %%M with
the name of the system running the application and %%U with the user's network login name. When
the user is in the database, these base filters are enough to locate their data.
M (Machine Name) and U (User Network Login Name) are not compulsory filters. However, you can
also design and add any other filter to a database to locate the user. For example, you can design
and add a filter named Pswd with the user's password as the value.
You do not require a Configuration Filter when you work with the system registry or local
configuration file.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 167
Comments? [email protected]
Command line parameters

File Name /f
File Name is the name of the local file that contains configuration information. If you specify a full file
path, Configuration Client points directly to the file. If you only specify the file name, Configuration
Client looks for the file in the default directory where the application is running.
The File Name and Server Name command line parameters are not mutually exclusive. If both
parameters are present in the command line, the Server Name parameter takes precedence.
Configuration Client attempts to extract information from the specified configuration file if the server
cannot be contacted.

Logging State /t
You can enable the Error logging for Configuration Client by setting the Logging State parameter to
true (/t True). Logged errors are sent to a file in the application's directory under the name
'ConfigErrorLog.txt'. When the Logging State parameter is absent from the command line, error
logging is disabled.

Password Encryption /pwd

The automatic encryption on data associated with configuration parameter names that contain the
(case insensitive) strings Password or Passwd can be turned off by setting the Password Encryption
parameter to false (/pwd false). In this case, configuration data must be explicitly encrypted by the
user inserting %%ENCRYPT commands. The /pwd parameter must be lowercase.

Command Line Format

Command lines must follow a set format using spaces and quotation marks only where shown.
Parameters are set in their own quotation marks and are preceded by the /z argument, which
modifies the shortcut.
Here are some examples:
“C:\Program Files\Avaya\Avaya Aura CC Elite Multichannel\Desktop\CC Elite
Multichannel Desktop\ASGUIHost.exe” /z CC Elite Multichannel Desktop /s
148.147.170.191 /p 29091/a M=%%M

Note:
The /z argument (as opposed to the Application Name /z parameter) is only present in
command lines used during installation.

168 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Specifying Configuration Server as Data Source during installation

Specifying Configuration Server as Data Source during

installation
About this task
Using this procedure, you can install a desktop application and specify that the configuration
information must be sourced from the Configuration Server.
In addition, you can specify configuration filters other than %%M and %%U.
The command line functionality used in this procedure is only available for applications that use
Configuration Client, such as Desktop, Control Panel, and Reporting.
Procedure
1. Close all open applications.
2. Run Setup.exe in the command line with the /z argument and specify the location of your
configuration data.
• This example retrieves configuration data from the Configuration Server based on the
local system name. The server has the IP address 148.147.170.191.
“C:\Program Files\Avaya\Avaya Aura CC Elite Multichannel\Desktop\CC
Elite Multichannel Desktop\ASGUIHost.exe” /z CC Elite Multichannel
Desktop /s 148.147.170.191 /p 29091/a M=%%M

Note:
You must follow the same command line format using spaces and quotation marks only
where shown.
• This example retrieves configuration data from the Configuration Server based on the user
network login name:
“C:\Program Files\Avaya\Avaya Aura CC Elite Multichannel\Desktop\CC
Elite Multichannel Desktop\ASGUIHost.exe” /z CC Elite Multichannel
Desktop /s 148.147.170.191 /p 29091/a U=%%U
• This example retrieves configuration data from the Configuration Server (named Mickey)
on the TCP/IP port number 29095 using the configuration filter Machine01:
“C:\Program Files\Avaya\Avaya Aura CC Elite Multichannel\Desktop\CC
Elite Multichannel Desktop\ASGUIHost.exe” /z CC Elite Multichannel
Desktop /s 148.147.170.191 /p 29091/a M=%%M
3. Follow the installation procedure instructed by the InstallShield of the application.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 169
Comments? [email protected]
Command line parameters

Specifying .ini on Shared Network as Data Source during

installation
About this task
Using this procedure, you can install a desktop application and specify that the configuration
information must be sourced from an .ini file on a shared server.
Note:
The following command line functionality is only available for applications that use Configuration
Client, such as Desktop, Control Panel, and Reporting.
Procedure
1. Close all open applications.
2. Run Setup.exe in the command line with the /z argument and specify the location of your
configuration data.
• This example retrieves configuration data from a shared network (S).
“C:\Program Files\Avaya\Avaya Aura CC Elite Multichannel\Desktop\CC
Elite Multichannel Desktop\ASGUIHost.exe” /z CC Elite Multichannel
Desktop /s 148.147.170.191 /p 29091/a M=%%M

Note:
You must follow the same command line format using spaces and quotation marks only
where shown.
To store ini files for several users in the same network folder, name the file for identification,
for example, ASGUIHost_TS.ini .
3. Follow the installation procedure instructed by the InstallShield of the application.

Changing Data Source from .ini to Configuration Server

About this task
Using this procedure, you can instruct an installed application to retrieve the configuration data from
the Configuration Server.
This procedure is useful if Agent is sourcing the configuration data from Configuration Server and
you want Agent Administrator to point to the same data location. This procedure ensures that the
configuration changes made through Agent Administrator are saved to Configuration Server and not
the local .ini file. This procedure is important in contact centers where agents maintain personal
phonebook.
Procedure
1. Right-click the CC Elite Multichannel Desktop shortcut and click Properties.

170 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Performing silent install

2. In the Target field, add the command line details of your Configuration Server.
• This example retrieves configuration data from the Configuration Server based on the
local system name. The server has the IP address 148.147.170.191.
“C:\Program Files\Avaya\Avaya Aura CC Elite Multichannel\Desktop\CC
Elite Multichannel Desktop\ASGUIHost.exe” /z CC Elite Multichannel
Desktop /s 148.147.170.191 /p 29091/a M=%%M.

Note:
You must follow the same command line format, using spaces and quotation marks only
where shown.
• This example retrieves configuration data from the Configuration Server based on the user
network login name.
“C:\Program Files\Avaya\Avaya Aura CC Elite Multichannel\Desktop\CC
Elite Multichannel Desktop\ASGUIHost.exe” /z CC Elite Multichannel
Desktop /s 148.147.170.191 /p 29091/a U=%%U

Performing silent install

About this task
Using this procedure, you can silently install a Call Center Elite Multichannel application following
some pre-defined selection options.
Procedure
1. Create a folder on your system or shared network server.
2. Copy all folders and contents from the Call Center Elite Multichannel installer to the newly
created folder.
Note:
• Some applications require the complete folder structure to retrieve components in the
Utilities folder.
• For Agent, you must also copy the ASGRules.dll file from the Utilities\Plug-ins
folder to the Plug-ins folder.
3. To record the silent install:
a. Run Setup.exe in the command line with the -r command parameter. For example: C:
\Temp\Avaya Aura CC Elite Multichannel\Desktop\CC Elite
Multichannel Desktop\setup.exe” –r.
b. Locate the Setup.iss file generated by the -r command parameter and copy the file
into the folder you created in step 1 on page 171, replacing the default Setup.iss file
if any.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 171
Comments? [email protected]
Command line parameters

4. For the silent install, run Setup.exe in the command line with the -s command parameter:
For example: C:\Temp\Avaya Aura CC Elite Multichannel\Desktop\CC Elite
Multichannel Desktop\setup.exe” –s.

Note:
If you have installed Call Center Elite Multichannel Desktop through this procedure, then
you cannot uninstall Media Proxy through Add or Remove Programs option in Control
Panel.

172 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
Appendix C: Configuration data commands

Configuration Data Commands overview

Configuration data commands send information to Configuration Client that further processes the
configuration data. When Configuration Client loads configuration data from the specified source,
Configuration Client performs a further processing step before making the data available to the
controlling application.
The processing of Configuration data commands occurs at client level. Therefore, these commands
are available regardless of whether the location of data is a configuration file, system registry, or
Configuration Server.

Token delimiter
The default token “%%” identifies the Configuration data that must be processed further. You can
change the token value from “%%” to something else through the command line.
This token can appear at any point within the configuration data. Text that follows the token
identifies the action (command) required by Configuration Client and the parameters for that action.
Multiple commands can appear in a single configuration data item (see Nested Commands on
page 179). Commands are resolved from right to left.
A limited number of keywords, which give access to system-specific variables, support Configuration
data commands.
The text that displays before the token and after the item identifier is considered as a string literal.
In the following example, DeviceName takes the configuration value “Minnie And Mickey”
[MainData]
DeviceName = Minnie %%STRCAT( “And”, “Mickey”)

Commands
Configuration Client supports the following configuration data commands. Command names are
case sensitive.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 173
Comments? [email protected]
Configuration data commands

When an unknown command is discovered, the result is an empty string, (“”). If you use this
command to determine data used as the input for another calculation, an empty string is used.
All commands have parameters enclosed by an open/close pair of brackets.

LOOKUP
The LOOKUP command retrieves a matching value from another section within the current
configuration set. This allows including a section within the configuration set that lists dynamic data
to replace a static configuration value. For example, allowing a single configuration set to serve an
entire call center for an application such as Agent. Each user who logs on to the system has the
MyDN data item modified based on the name of the computer the agent is using.
Syntax
%%LOOKUP(SECTION, ITEM)
In this case, SECTION specifies the section within the current configuration data that holds the
match for the data specified by the ITEM variable. The SECTION and ITEM parameters can be
either a string literal or a keyword.
Example 1
The following example results in the station parameter having the value 8572:

[MainData]
Station = %%LOOKUP(“Lookupdata”, “SomeStationData”)
[Lookupdata]
SomeStationData = 8572

Example 2
The following example results in the station parameter having the value 8572 when the configuration
data is loaded on the BAGLEYACER system:

[MainData]
Station = %%LOOKUP(“Lookupdata”, COMPUTERNAME)
[Lookupdata]
BAGLEYACER = 8572

Example 3
The following example results in the station parameter having the value 8572 when the configuration
data is loaded on a system that has an environment variable named MyEnvironmentVariable equal
to the value BAGLEYACER.
[

MainData]
Station = %%LOOKUP(“Lookupdata”,WINENV(“MyEnvironmentVariable”))
[Lookupdata]
BAGLEYACER = 8572

174 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Commands

WINENV
The WINENV command retrieves a matching value from the Windows system environment.
Syntax
%%WINENV( VARIABLENAME)
Where VARIABLENAME is the name of the system environment variable. The section parameter
can be either a string literal or a keyword.
Example
The following example results in the station parameter having the value contained in the
environment variable MyEnvironmentVariable.

[MainData]
Station = %%WINENV(“MyEnviornment Variable”)

ENCRYPT
The ENCRYPT command allows Configuration Client to encrypt or decrypt a part of configuration
data. If the data cannot be decrypted when the configuration file is loaded, the data is presented to
the user in encrypted state.
The ENCRYPT command can also be included as part of any configuration data value. This
command considers that the data following this command is non-encrypted. Hence, this command
automatically encrypts the data while writing the configuration data.
Important:
By default, Configuration Client automatically inserts and uses the ENCRYPT command on the
data associated with all configuration names that contain the (case insensitive) strings
Password or Passwd. The command line parameter /PWD can turn off this default behavior.
After the default behavior is turned off, all sensitive configuration data must be explicitly
encrypted by the user by inserting the ENCRYPT commands.
Syntax
%%ENCRYPT(ENCRYPTEDDATA)
Example
The following example results in the user password being filled with the unencrypted data specified.

[MainData]
UserPassword = %%ENCRYPT(“9385d3fa18f4e2a1”)

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 175
Comments? [email protected]
Configuration data commands

ENCRYPTED
The ENCRYPTED command indicates that the data is encrypted and decrypted as needed by the
Call Center Elite Multichannel application. However, the data always remains encrypted in the
configuration file.
Syntax
%
%ENCRYPTED(“2D93DB9A3F5030832492A9280E691D4009E5E152AED457324CE05C825C8DB
490F28472EE55CF4334D4B63F03DE4ECAE26CE5”)
Note:
Data can be entered in any configuration source, such as ini file, registry, or Configuration
Server.

STRCAT
The STRCAT command joins two pieces of data together to form a single piece of data.
Syntax
%%STRCAT( DATA1,DATA2)
The result is the string sum of DATA1 and DATA2.
Example
The following example results in the PersonalPhonebook configuration data being dynamically
produced from some static text and the name of the logged in user.

[MainData]
PersonalPhoneBook = %%STRCAT(“c:\phonebooks\”,USERNAME)

SUBSTR
The SUBSTR command extracts a piece of text from another, longer, piece of text.
Syntax
%%SUBSTR(DATA,START,COUNT)
The resultant data is a part of the string DATA starting from the character START and including
COUNT characters. If START is a number greater than the length of DATA or is a negative value,
the result is an empty string. If the value of START + COUNT is greater than the length of DATA,
the result is a part of the string DATA from the position START to the end of DATA.
Example

176 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Keywords

The following example results in the configuration data “The” being dynamically produced from the
static text “The Rain In Spain”. The first parameter is the string from which the text is extracted. The
second parameter is the start position and the third parameter is the number of characters selected.
temp1 = %%SUBSTR(“The Rain In Spain”,“0”,“3”)

Keywords
Keywords are place holders to string literal values. Configuration Client replaces these keywords
when the data is passed. Keywords are case sensitive.
Keywords can be used by themselves in the configuration data set or as parameters to valid
commands. When the keywords are used alone, they must be preceded by the token delimiter.
Invalid keywords are treated as empty strings.

[MainData]
MyMachine = %%COMPUTERNAME

COMPUTERNAME
Configuration Client replaces the COMPUTERNAME keyword with the value of the network system
name. If the system is unnamed, this field is empty.

IPADDRESS
Configuration Client replaces the IPADDRESS keyword with the value of the IP Address retrieved
from the network configuration. If the system is multi-homed, the first network setting is used.

USERNAME
Configuration Client replaces the USERNAME keyword with the value of the logged-in user name.
In absence of any logged-in user, this field is empty.

TIME
Configuration Client replaces the TIME keyword with the current system time. This time is resolved
to seconds and is formatted in accordance with the configured locale.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 177
Comments? [email protected]
Configuration data commands

DATE
Configuration Client replaces the DATE keyword with the current system date. This date is
formatted in accordance with the configured locale.

CWD
The CWD keyword is replaced with the current working directory for the loading module.

WINDIR
The WINDIR keyword is replaced with the Windows directory.

WINSYSDIR
The WINSYSDIR keyword is replaced with the Windows System directory.

WINTEMPDIR
The WINTEMPDIR keyword is replaced with the Windows temporary directory. This value is defined
as:
Windows 95/98/Me: The function gets the temporary file path as follows:
• The path that the TMP environment variable specifies.
• The path that the TEMP environment variable specifies if TMP is not defined or TMP specifies
a directory that nonexistent.
• The current directory if both TMP and TEMP are not defined or specify nonexistent directories.
Windows NT/2000/XP: The function gets the temporary file path as follows:
• The path that the TMP environment variable specifies.
• The path that the TEMP environment variable specifies if TMP is not defined.
• The Windows directory if both TMP and TEMP are not defined.

178 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Literal Data Support

Literal Data Support

The data within the quotation marks (“”) is treated as literal data. This data is not processed further.
The literal values can be accepted as parameters to all commands.

Nested Commands
Configuration Client allows putting multiple commands on a single configuration item. Configuration
commands are separated at runtime and processed in a right to left manner.
A configuration item that includes invalid command data has resultant data set to an empty string.
Example
The following example builds a DeviceName configuration variable made from the environment
variables: user name and computer name joined by the “@” symbol.

[MainData]
DeviceName = %%STRCAT(WINENV(“USERNAME”), STRCAT(“@”,COMPUTERNAME))

Recursive Loop Protection

When a configuration token passes, the token might refer to itself causing an unending loop. The
loop can exist in a simple direct relationship or it can exist many layers deep. To prevent these loops
occurring, no resolution sequence must make more than a fixed number of jumps to other
configuration items. This constraint is placed on the LOOKUP command.
Single level loops are easy to detect and avoid.
Example

[MainData]
UserPassword = %%LOOKUP(“MainData”, “UserPassword”)

Resolution Precedence/Reentrancy
A configuration item undergoing resolution can refer to another configuration item that requires
resolution. Also, the configuration item that requires resolution can refer to another configuration
item that also requires resolution.
This pattern can result in many levels of indirection until a static node is reached. Configuration
Client supports up to 20 levels.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 179
Comments? [email protected]
Configuration data commands

Configuration set command resolution starts from the root node and works progressively through all
sub nodes.

Include Directive
You might need to import other files with configuration data into the main configuration set. For
example, in a hot-seating environment, a local configuration set might include a list of system
names/phone number combinations that are used in a lookup command. This list can be stored in a
common location such as a network drive.
This functionality is enabled using a directive “include”.
Syntax
#include c:\temp\computerlist.dat
Rules for Use
The directive can exist anywhere in the base configuration set.
Multiple include directives are supported in the base configuration set.
Nested “includes” are not supported. For example, an included file cannot include another file.
The include files are processed after the base configuration is loaded. Also, these files are
processed in the order they are listed.
Configuration data commands are processed after the included files are added to the data set.
Configuration data loaded from included files is not saved to the original file or with the base
configuration set when the Save method is called. Changes to configuration data key/value pairs
made by the application are lost when the application exits.
Included files must follow the same key/value pair format expected for configuration data.

INCLUDE_CONFIGURATION
To call a file from within Configuration Server, a key is required and the value must be the location
of the file.

180 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
Appendix D: Default port numbers

Default port numbers

Many Call Center Elite Multichannel applications rely on TCP/IP for communication between servers
and clients or between different servers. The port numbers in this appendix are included in the
default configuration set installed with those applications.
For multimedia applications, these port numbers are used by the .Net remoting gtcp channel.
The Call Center Elite Multichannel port range is 29070 to 29099. Developers are free to choose free
ports within this range or that fall outside this range.

Advanced Microsoft Dynamics CRM Connector

The Realtime Phonebook Synchronizer component installed on the Microsoft Dynamics CRM
Server uses multicasting to send Contact and Account updates to all Call Center Elite Multichannel
Desktops. This multicasting allows the cached phonebook to be up-to-date in real-time. If your
network does not support multicasting, disable multicasting in Call Center Elite Multichannel
Desktop so that the cached phonebook can be refreshed every hour by default.
Multicast group address 239.29.9.67
Multicast group port 29027

AOL-ICQ Instant Messenger Gateway

AOL-ICQ Instant Messenger Gateway interfaces remote media services to Simple Messaging Media
Store. This interfacing creates a .Net remoting channel using the following predefined port:
.Net Remoting connections 29065

Application Management Service

Application Management Service uses multicasting to locate and identify Call Center Elite
Multichannel applications that are running on the network. All applications join the multicast group at
the specified IP address/port. Application Management Service broadcasts the IP address and port

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 181
Comments? [email protected]
Default port numbers

number. This port can be specified by the administrator can specify this port, however, this port
defaults to the value specified.
Multicast group address 239.29.9.67
Multicast group port 29075
Remoting object 29074

Configuration Server
Configuration Server receives inbound client connections for configuration data.
Client connections (inbound) 29091

Email Media Store

Email Media Store accepts remoting connections on the following predefined port.
.Net Remoting connections 29097

Interaction Data Service

Interaction Data Server - Voice and Presence

Interaction Data Server - Voice and Presence receives connections from various Call Center Elite
Multichannel applications and Media Director. Through these connections, Interaction Data Server -
Voice and Presence receives data that allows voice calls to be reported on.
Client/server connections (inbound) 29090
Remoting object for management 29068

Interaction Data Server - Multimedia

Interaction Data Server - Multimedia accepts inbound connections from Media Director and various
media stores and gateways. Through these connections, Interaction Data Server - Multimedia
receives data that allows the flow of media tasks to be reported on.
Client connections (inbound) 29081
Multicast group port 29078

182 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Interaction Data Service

Remoting object for management 29077

Interaction Data Server - View

Interaction Data Server - View is a single point of connection for applications that need to extract
data from the Interaction Data Server - Voice and Presence and Interaction Data Server -
Multimedia. Initial connection is made through the client connection port, however, data that is being
consumed through multiple clients might be distributed through the multicast functionality.
Multicast group address 239.29.9.67
Multicast group port 29084
Client connections (inbound) 29083
Remoting object for management 29076

License Director
License Director receives client connections on a single port for licensing.
Client connections (inbound) 29095
Remoting object for management 29073

Media Director
Media Director accepts .Net remoting connections from both clients and media stores. Both the
connections require the following port number:
.Net Remoting connections 29087

Media Proxy
Media Proxy runs at the agent desktop to distribute remoting information from the Media Director to
the various client applications. Client applications connect to the Media Proxy on the local system
through the following port number.
.Net Remoting connections 29086

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 183
Comments? [email protected]
Default port numbers

Media Proxy (Windows Service)

Media Proxy runs at the agent desktop to distribute remoting information from the Media Director to
the various client applications. Client applications connect to the Media Proxy on the local system
through the following port number. This performs the same function as the Media Proxy, but runs as
a Windows Service.
.Net Remoting connections 29079

MSN Messenger Gateway

MSN Messenger Gateway interfaces remote media services to Simple Messaging Media Store. This
interface creates a .Net remoting channel using the following predefined port:
.Net Remoting connections 29066

Preview Contact Media Store

Preview Contact Media Store accepts remoting connections on the following predefined port.
.Net Remoting connections 29098

Short Message Service Gateway

Short Message Service Gateway interfaces remote media services to Simple Messaging Media
Store. This interface creates a .Net remoting channel using the following predefined port:
.Net Remoting connections 29064

Simple Messaging Media Store

Simple Messaging Media Store accepts connections from Call Center Elite Multichannel gateways.
.Net Remoting connections 29085

Virtual Agent
Virtual Agent accepts remoting connections on the following predefined port.
.Net Remoting connections 29056

184 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Interaction Data Service

Voice Media Store

Voice Media Store accepts remoting connections on the following predefined port.
.Net Remoting connections 29072

Web Chat Gateway

Web Chat Gateway interfaces remote media services to Simple Messaging Media Store. This
interface creates a .Net remoting channel using the following predefined port:
.Net Remoting connections 29063

XML Server
XML Server uses one port and is assigned to an XML naming service to operate in a similar manner
to the current Avaya AES naming service on port 450. Clients connect to this port to receive a list of
real IP Address/Port combinations that can be connected to for service.
The telephony connections represent connections to an Avaya AES stream. These connections
have a single IP Port (XML Client Port) for each Avaya AES Stream. These connections are ideally
taken from the OS free pool on server startup. These port numbers are dynamic in the 1024-5000
range. Information on the correct (current) port is provided to the client through the static naming
service port. In this manner, the connection in the client can be name-based and not rely on a static
IP Address/IP Port. This naming facility also allows there to be a discovery process to locate
services on a specific system.
Optionally, you can define XML Client Port to a fix value.
Name Service connections 29096
Remoting object for management 29069
XML Client Port 1024-5000

WebLM Server
WebLM server accepts remote connections on the following SSL port.
SSL 52233

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 185
Comments? [email protected]
Default port numbers

Experience Portal Server

The Experience Portal service exposes a remoting port for management purposes.
Remoting Object for Management 29110

Call Recording
The Call recording Config Service exposes a remoting port for management purposes.
Remoting Object for Management 29120

TTrace Server
TTrace Server uses a Socket port for the connection of an application to the TTrace Server.
The second Socket Port is used for the connection of the TTrace Console to TTrace Server and the
third port is used for data connection.
Application connection 10400
TTrace Console connection 10401
TTrace Data connection 10403

SQL Server
Microsoft SQL Server uses the SQL Server port.
Default Port Number 1433

186 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
Appendix E: Configuring Avaya Call
Recorder

Checklist for configuring Avaya Aura® Communication

Manager
Step Task Reference ✓
®
1 Verify Avaya Aura Communication Verifying Avaya Aura® Communication
Manager License Manager License on page 187
2 Obtain CLAN IP address Obtaining CLAN IP address on page 188
3 Administer CTI Link for TSAPI Administering CTI Link for TSAPI on
page 188
4 Administer System Parameters Features Administering System Parameters
Features on page 188
5 Administer Class of Restriction Administering Class of Restriction on
page 189
6 Administer Agent Stations Administering Agent Stations on
page 189
7 Administer Codec Set Administering Codec Set on page 189
8 Administer Network Region Administering Network Region on
page 190
9 Administer Virtual IP Softphones Administering Virtual IP Softphones on
page 190
10 Assign Virtual IP Softphones to Network Assigning Virtual IP Softphones to
Region Network Region on page 191

Verifying Avaya Aura® Communication Manager License

Procedure
1. Log in to the System Access Terminal (SAT) to verify that Communication Manager license
has proper permissions for features illustrated in these Application Notes.
2. Execute the “display system-parameters customer-options” command and verify
that the Computer Telephony Adjunct Links customer option is set to “y” on Page 3.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 187
Comments? [email protected]
Configuring Avaya Call Recorder

3. Navigate to Page 4 and verify that the Enhanced Conferencing customer option is set to
“y”.
Note:
If any option specified in this section does not have a proper value, contact the Avaya
sales team or BusinessPartner for a proper license file.

Obtaining CLAN IP address

Procedure
1. Get administered CLANs IP addresses using the “list ip-interface clan” command.
2. Make a note of CLANs IP addresses, as you use these values later while configuring Avaya
AES H.323 Gatekeeper.

Administering CTI Link for TSAPI

Procedure
1. Add a CTI link using the “add cti-link n” command.
2. Perform the following actions:
a. In the Extension field, enter an available extension number.
b. In the Type field, enter “ADJ-IP”.
c. In the Name field, enter a descriptive name.
d. In all other fields, keep the default values.

Administering System Parameters Features

Procedure
1. Execute the “change system-parameters features” command and enable Create
Universal Call ID (UCID).
2. Enter an available node ID in the UCID Network ID field on Page 5.
This node ID is prepended to all UCID’s generated by Communication Manager.
3. Navigate to Page 13 and set the UCID to ASAI parameter to y.
This parameter allows sending the universal call ID to Avaya Aura® Contact Recorder.

188 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Checklist for configuring Avaya Aura® Communication Manager

Administering Class of Restriction

Procedure
1. Execute the “change cor n” command.
In this case, “n” is the class of restriction (COR) number to be assigned to the target stations
and virtual IP softphones.
2. Set the Calling Party Restriction field to “none”.

Administering Agent Stations

Procedure
1. Change each physical station used by the Elite Multichannel agents.
Changing the physical station helps you to involve the station in an outbound call by using
the COR defined in Administering Class of Restriction on page 189.
2. Execute the “change station n” command and set the COR field to “5”.
In this case, “n” is the station extension.
3. Ensure that the Name field is populated with the name of the station. Otherwise, Avaya
Aura®® Contact Recorder reports an error and no recording occurs.
4. Repeat this section for all agent stations.
In the interoperability test, two physical agent stations “0085” and “0099” were modified.

Administering Codec Set

Procedure
1. Execute the “change ip-codec-set n” command.
In this case, “n” is the codec set for the virtual IP softphones.
2. In the Audio Codec field, enter the values “G.711MU” and “G.729A”.
The entry of G.729A is essential because Avaya Aura®® Contact Recorder uses G.729A
recording format in the test configuration. For more information, see Administering Codec
Set on page 189.
3. In the Frames Per Pkt field, enter the value “6”.
4. In all other fields, keep the default values.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 189
Comments? [email protected]
Configuring Avaya Call Recorder

Administering Network Region

Procedure
1. Execute the “change ip-network-region n” command.
In this case, “n” is the network region to which the virtual IP softphones belong.
2. Set the “Codec Set” field to the codec set value administered in Administering Codec
Set on page 189.
3. Set “Intra-region IP-IP Direct Audio” and “Inter-region IP-IP Direct
Audio” fields as “no”.
4. Set “IP Audio Hairpinning?” field to “n”.
5. Go to Page 4 and associate network region 1 which is used for Agent stations configured in
Administering Agent Stations on page 189 with this network region.
6. Enter Codec set value as configured in Administering Codec Set on page 189 and set
“Direct WAN” field value to “y”.

Administering Virtual IP Softphones

About this task
Avaya Aura® Contact Recorder uses Virtual IP Softphones to conference into calls involving target
stations and to capture media.
Procedure
1. Execute the “add station n” command and add a virtual IP softphone.
In this case, “n” is an available extension number.
2. Perform the following actions:
a. In the Type field, enter “4624”
b. In the Name field, enter a descriptive name.
c. In the Security Code field, enter a value of your choice.
d. Set the COR field to “5”.
e. Set the Ip SoftPhone field to “y”.
f. In all other fields, keep the default values.
3. Navigate to Page 4 and enter button type “conf-dsp” to the Button 4 field.
4. Remove the value in the Button 3 field.
5. Repeat this section to administer multiple virtual IP softphones which have sequential
extension numbers and same security code.

190 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Checklist for configuring Avaya Aura® Application Enablement Services

Assigning Virtual IP Softphones to Network Region

Procedure
1. Execute the “change ip-network-map” command.
2. Add the IP address of the Avaya AES server “10.0.1.225” to network region “51”
administered in Administering Network Region on page 190.
As all virtual IP softphones register through the Avaya AES server, all virtual IP softphones
are automatically assigned to that network region.

Checklist for configuring Avaya Aura® Application

Enablement Services
Step Task Reference ✓
®
1 Launch Avaya Aura Application Launching Avaya Aura® Application
Enablement Services Console Enablement Services Console on page 191
2 Verify DMCC and TSAPI Licenses Verifying DMCC and TSAPI Licenses on
page 192
3 Administer TSAPI Link Administering TSAPI Link on page 192
4 Obtain H.323 Gatekeeper IP Address Obtaining H.323 Gatekeeper IP Address on
page 193
5 Disable Security Database Disabling Security Database on page 193
6 Restart TSAPI Service Restarting TSAPI Service on page 193
®
7 Administer Avaya Aura Contact Administering Avaya Aura® Contact Recorder
Recorder User for DMCC User for DMCC on page 194
8 Administer Avaya Aura® Contact Administering Avaya Aura® Contact Recorder
Recorder User for TSAPI User for TSAPI on page 194

Launching Avaya Aura® Application Enablement Services

Console
Procedure
1. Access Avaya AES Web-based interface using the URL “https://ip-address” in an Internet
browser window.
In this case, “ip-address” is the IP address of the Avaya AES server.
2. On the Welcome to Avaya Application Enablement Services screen, click Continue to
Login.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 191
Comments? [email protected]
Configuring Avaya Call Recorder

The system displays the Login screen.

3. In the Username field, enter the user name for the Avaya AES server.
4. In the Password field, enter the password for the Avaya AES server.
5. Click Login.
The system displays Welcome to OAM screen.

Verifying DMCC and TSAPI Licenses

About this task
Avaya Aura® Contact Recorder always has unrestricted access to the DMCC and TSAPI interfaces.
Therefore, you do not need additional Device Media and Call Control and TSAPI Simultaneous
Users licenses for DMCC and TSAPI access.

Administering TSAPI Link

Procedure
1. Login to the AES web application as an Administrator.
2. Select AE Services > TSAPI > TSAPI Links from the left pane.
3. On the TSAPI Links screen, click Add Link.
The system displays the Add TSAPI Links screen.
4. Set the Link field to any available number.
The Link field is only local to the Avaya AES server.
5. In the Switch Connection field, select the relevant switch connection from the list.
The default switch connection is CCCM.
6. In the CTI Link Number field, select the CTI link number configured in Obtaining CLAN IP
address on page 188.
7. Keep the default values in the remaining fields and click Apply Changes.
Note:
Refer to “Application Notes to Integrate Avaya Aura®®Communication Manager 6.0.1,
Avaya Aura®® ApplicationEnablement Services 6.1 and Avaya Aura®® Contact Recorder
10.1 using Single Step Conferencing – Issue 1.0” to administer switch connection and
corresponding configurations on Communication Manager.

192 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Checklist for configuring Avaya Aura® Application Enablement Services

Obtaining H.323 Gatekeeper IP Address

Procedure
1. Login to the AES web application as an Administrator.
2. Select Communication Manager Interface > Switch Connections from the left pane.
The Switch Connections screen shows a listing of the existing switch connections.
3. Locate the Connection Name associated with the relevant Communication Manager and
select the corresponding option.
4. Click on Edit H.323 Gatekeeper button.
The system displays the Edit H.323 Gatekeeper screen.
5. Add CLANs IP address obtained from Obtaining CLAN IP address on page 188 as H.323
gatekeeper.

Disabling Security Database

Procedure
1. Login to the AES web application as an Administrator.
2. Select Security > Security Database > Control from the left pane.
The system displays the SDB Control for DMCC, TSAPI, JTAPI and Telephony Web
Services screen in the right pane.
3. Uncheck Enable SDB for DMCC Service and Enable SDB TSAPI Service, JTAPI and
Telephony Service fields.
4. Click Apply Changes.

Restarting TSAPI Service

Procedure
1. Login to the AES web application as an Administrator.
2. Select Maintenance > Service Controller from the left pane.
The system displays the Service Controller screen in the right pane.
3. Check the TSAPI Service check box.
4. Click Restart Service button.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 193
Comments? [email protected]
Configuring Avaya Call Recorder

Administering Avaya Aura® Contact Recorder User for DMCC

Procedure
1. Login to the AES web application as an Administrator.
2. Select User Management > User Admin > Add User from the left pane.
The system displays the Add User screen in the right pane.
3. Enter the required values in the User Id, Common Name, Surname, User Password, and
Confirm Password fields.
4. Click the CT User arrow and select Yes.
5. Keep the default values in the remaining fields.
6. Click Apply at the bottom of the screen.

Administering Avaya Aura® Contact Recorder User for TSAPI

About this task
Use the same procedure specified in Administering Avaya Aura® Contact Recorder User for
DMCC on page 194 to configure a user for TSAPI service access.
Although Avaya Aura® Contact Recorder can use different users to log in to the DMCC and TSAPI
services, the same user also can be used to achieve the same result as done on this test effort.

Checklist for configuring Avaya Aura® Contact Recorder

Step Task Reference ✓
®
1 Launch Avaya Aura Contact Recorder Launching Avaya Aura® Contact
Recorder on page 195
2 Administer Recorder Information Administering Recorder Information on
page 195
3 Administer Contact Center Information Administering Contact Center
Information on page 195
4 Administer Bulk Recording Administering Bulk Recording on
page 196
5 Add EMC server IP address Adding EMC server IP address on
page 197
6 Verify Avaya Aura® Contact Recorder Verifying Avaya Aura® Contact
Recording Playback Recorder Recording Playback on
page 198

194 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Checklist for configuring Avaya Aura® Contact Recorder

Step Task Reference ✓

7 Configure the EMC Call Recording Server Configuring the EMC Call Recording
Server on page 198

Launching Avaya Aura® Contact Recorder

Procedure
1. Access Avaya Aura® Contact Recorder Web-based interface using the URL “http://ip-
address:8080” in an Internet browser window.
In this case, “ip-address” is the IP address of Avaya Aura® Contact Recorder.
2. In the Username field, enter the user name for Avaya Aura® Contact Recorder.
3. In the Password field, enter the password for Avaya Aura® Contact Recorder.
4. Click Login.

Administering Recorder Information

Procedure
1. Login to the Avaya Aura®® Contact Recorder web application.
2. Click General Setup.
3. On the General Setup tab, click Recorder Interface tab.
4. Click the Edit button next to IP Address on this server to use for recordings (RTP,
screen content etc.) field.
5. Enter the IP address of Avaya Aura®® Contact Recorder.

Administering Contact Center Information

Procedure
1. Login to the Avaya Aura® Contact Recorder web application.
2. In the Avaya Aura® Contact Recorder web application, click General Setup.
3. On the General Setup tab, click Contact Center Interface tab.
4. Enter appropriate value in the fields on the Contact Center Interface tab.

Contact Center Interface field description

Name Description
Avaya Communication Manager Name The name of the Switch Connection which is
configured on Avaya AES server. For more

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 195
Comments? [email protected]
Configuring Avaya Call Recorder

Name Description
information, see Obtaining H.323 Gatekeeper IP
Address on page 193.
AE Server Address(es) The IP address of the Avaya AES server.
DMCC Username The user Id configured in Administering Avaya Aura®
Contact Recorder User for DMCC on page 194.
DMCC Password The user password configured in Administering
Avaya Aura® Contact Recorder User for DMCC on
page 194.
IP Station Security Code The security code configured in Administering Virtual
IP Softphones on page 190.
AES TSAPI Server(s) The IP address of the Avaya AES server.
AES TSAPI Service Login ID The user Id configured in Administering Avaya Aura®
Contact Recorder User for TSAPI on page 194.
AES TSAPI Service password The user password configured in
Administering Avaya Aura® Contact Recorder User
for DMCC on page 194.
Agent Skill group(s) to Observer via TSAPI The skills (hunt group extension) administered on
Communication Manager to observe for call
recording.
VDN(s) to Observe The VDN(s) extension(s) configured in
Communication Manager to observe for call call
recording.
Address of the Communication Manager The IP address of Communication Manager.
Tag Calls with which VDN The first or Last VDN, as this VDN is used to tag a
call recording if a call goes through multiple VDNs.
Record with Passive IP taps Keep the default value No as you are using Single
Step Conferencing recording mode.
Extensions assigned to recorder Use Add Port(s) (not shown here) to add the virtual
IP softphone extensions configured in Administering
Virtual IP Softphones on page 190.

Administering Bulk Recording

Procedure
1. Login to the Avaya Aura®® Contact Recorder web application.
2. In the Avaya Aura®® Contact Recorder web application, click Operations.
3. On the Operations tab, click Bulk Recording.
4. On Bulk Recording page, click Add address(es).
The system displays a new window.

196 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
 Checklist for configuring Avaya Aura® Contact Recorder

5. In the new window, click Advanced.

6. Enter appropriate value in the fields on the Advanced tab.
7. Click Enter and Close.

Advanced field description

Name Description
Lowest (or only) Address to record (station, The lowest station, VDN, Agent, or Skill that you
agent, skill or VDN) want to record.
Highest Station Number (if more than 1) The highest station, VDN, Agent, or Skill that you
want to record.
Recording Internal Calls Select “As specified for this recording mode as a
whole”.
Recording Control • In Trigger on alerting, select “As specified for this
recording mode as a whole”.
• In “Start recording automatically at start of call”
select “No”.
• In “Follow the call”, select “Yes”.
• In “Allow user/external start/restart” select “Yes”.
• In “Allow user/external stop”, select “Yes”.
• In “Allow user/external delete”, select “Yes”.
• In “Retain ONLY if requested by user/external”,
select “No”

Adding EMC server IP address

Procedure
1. Login to the Avaya Aura®® Contact Recorder web application.
2. In the Avaya Aura®® Contact Recorder web application, click General Setup.
3. On the General tab, under Recorder, click the Edit button next to URL(s) of external
port(s) to connect to.
A webpage displays.
4. In the URL(s) of external port(s) to connect to field, type the “IP address of the EMC
Core server:PortNumber”.
The default EMC Core server port number is 1415.
5. Click Enter.

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 197
Comments? [email protected]
Configuring Avaya Call Recorder

Verifying Avaya Aura® Contact Recorder Recording Playback

Procedure
1. Login to the Avaya Aura® Contact Recorder web application.
2. In the Avaya Aura® Contact Recorder web application, click Replay.
3. In the left pane, under Search Filters, select the required Call Start Range.
4. Click Search.
5. In the right pane, under Results, you can find the list of recording. Verify that the recording
entries reflect the calls that are to be recorded and displayed.
6. Click an option to select an entry and click the Play button (green triangle) to listen to the
playback. Verify that the content of the recording matches the content of the call.

Configuring Call Center Elite MultichannelCall Recording Server

Procedure
1. Start the Call Center Elite Multichannel Control Panel application.
2. In the left Control Panel pane, in Call Recorders, right-click Controllers and click Edit.
3. In the right pane, in Avaya Call Recorder URL Configuration, specify the server IP
address and port number for Avaya Aura® Contact Recorder as 8080.
4. Right-click and select Save and Close.

198 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]
Index
A literal data support ...................................................... 179
LOOKUP .....................................................................174
agent event notification ......................................................132 nested commands ...................................................... 179
AOL-ICQ instant messenger gateway ................................. 99 recursive loop protection ............................................ 179
resolution precedence/reentrancy .............................. 179
STRCAT ..................................................................... 176
C SUBSTR ..................................................................... 176
Call Center Elite Multichannel command line parameters . 166 TIME ........................................................................... 177
application name ........................................................ 166 token delimiter ............................................................ 173
configuration filter ....................................................... 167 USERNAME ............................................................... 177
file name ..................................................................... 168 WINDIR ...................................................................... 178
format ......................................................................... 168 WINENV ..................................................................... 175
logging state ............................................................... 168 WINSYSDIR ............................................................... 178
password encryption ...................................................168 WINTEMPDIR ............................................................ 178
primary server name ...................................................166 configuration file .................................................................134
primary server port ..................................................... 167 configuring Call Center Elite Multichannel
secondary server name .............................................. 167 custom buttons ....................................................... 41, 45
secondary server port .................................................167 MS CRM
Call Center Elite Multichannel default port numbers ..........181 contact DB .............................................................56
advance microsoft CRM connector ............................ 181 MS CRM ................................................................56
AOL-ICQ instant messenger gateway ........................ 181 presence .......................................................................29
application management service ................................ 181 session notes ................................................................30
Call Recording server ................................................. 186 wallboard ...................................................................... 45
configuration server .................................................... 182
email media store ....................................................... 182 E
Experience Portal Management server ...................... 186
interaction data server - multimedia ........................... 182 enable agent event notification
interaction data server - view ......................................183 configuration ............................................................... 132
interaction data server - voice and presence ..............182 operation .....................................................................133
license director ........................................................... 183 troubleshooting ........................................................... 133
media director .............................................................183 ENCRYPTED .....................................................................176
media proxy
windows service .................................................. 184
MSN messenger gateway .......................................... 184
I
preview contact media store .......................................184 installation options ............................................................... 17
short message service gateway ................................. 184 install Call Center Elite Multichannel desktop components
simple messaging media store ................................... 184 Call Center Elite Multichannel reporting
TTrace server ............................................................. 186 prerequisites ....................................................25, 71
virtual agent ................................................................ 184 Call Center Elite reporting ............................................ 71
voice media store ....................................................... 185 run Call Center Elite Multichannel reporting installer ....71
web chat gateway .......................................................185 SQL server for Call Center Elite Multichannel reporting
WebLM server ............................................................ 185 service .......................................................................... 71
XML server ................................................................. 185 install Call Center Elite Multichannel developer .................105
change data source from .ini to configuration server .........170 multimedia common libraries ......................................106
configuration data commands ............................................173 plug-in common libraries ............................................ 106
COMPUTERNAME .....................................................177 standard install ........................................................... 106
CWD ........................................................................... 178 XML client ...................................................................106
DATE .......................................................................... 178 install Call Center Elite Multichannel media gateways
ENCRYPT .................................................................. 175 MSN messenger .........................................................103
example ...................................................................... 173 web chat ..................................................................... 100
include directive ..........................................................180 install Call Center Elite Multichannel server components
IPADDRESS ...............................................................177 application management service .................................. 96
Keywords ....................................................................177 call routing server ......................................................... 80

August 2014 Installing Avaya Aura® Call Center Elite Multichannel 199
Comments? [email protected]
Index

task director (continued)

configuration server ...................................................... 83
interaction data service .................................................86
license director ............................................................. 79
media stores
preview contact ..................................................... 95
quick installer ..............................................................120
task director
configure task director ........................................... 85
trace system ................................................... 89–91, 122
virtual agent .................................................................. 93
install Call Center Elite Multichannel utilities components
SQL server
create or update database
with default instance .....................................111
with named instance .................................... 112
integrate IronPython script ...................................................69

P
product introduction ............................................................. 16
product supported languages .............................................. 17

R
related documentation ......................................................... 12
rules
overview ....................................................................... 63
run silent install .................................................................. 171

S
specify .ini on shared network as data source during
installation ..........................................................................170
specify configuration server as data source during installation
............................................................................................169
support .................................................................................15
system requirements
core server ....................................................................19
database .......................................................................19
developer ......................................................................21
interaction data service server ......................................19

T
training ................................................................................. 14

U
upgrading Call Center Elite Multichannel to release 6.2.3 ...18

V
videos .................................................................................. 14

200 Installing Avaya Aura® Call Center Elite Multichannel August 2014
Comments? [email protected]