Integration With Avaya DMCC

NICE Perform®
Release 3.1
Integration with Avaya DMCC
November 2008
385A0281-02 Rev. A1
®
Insight from Interactions TM
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385A0281-02 Rev. A1
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Revision History
NICE Perform 3.1 Integration with Avaya DMCC
Revision Modification Date Description
A1 October 2008 • Small corrections made to the installation workflows

Blank page for double-sided printing.
Contents
1
Overview 11
You Are Here - NICE Perform Site Installation Workflow . . . . . . . . . . . . . . . 12
Avaya DMCC Integration Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Integration Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
System Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Recording Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Recording Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Interaction-based Recording Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . 18
All Calls Recording Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
2
Preparing the Avaya DMCC Environment 23
Before You Begin the Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Preparing Avaya Communication Manager for Integration with NICE . . . . . 25
Verify the License for Avaya DMCC Softphone Registration . . . . . . . . . . . . 26
Define the Logger’s Virtual Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Configure the Symbolic Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
3
Configuring the CTI Integration for Avaya DMCC 33
Before you Begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
CTI Connection Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
SNMP Service Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Configuring a New CTI Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Contents 7
NICE Perform ® Release 3.1: Integration with Avaya DMCC (Rev. A1)
Managing Device Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Importing Devices from Text Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Exporting Devices to a Text File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Verifying the CTI Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Configuring Individual Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
4
Installing the CTI Integration Software 59
Installing the Media Provider Controller on the VoIP Logger . . . . . . . . . . . . 60
5
Channel Mapping for Avaya DMCC 69
About Channel Mapping for Avaya DMCC . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Configuring the Channels Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Configuring the Sources Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Adding One Active VoIP Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Adding One Active VoIP Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Adding Multiple Active VoIP Device Sources . . . . . . . . . . . . . . . . . . . . . . . 78
Adding Multiple Active VoIP Gateway Sources . . . . . . . . . . . . . . . . . . . . . . 81
Importing Sources from the Integrations Plug-In . . . . . . . . . . . . . . . . . . . . . 84
Configuring the Static Mapping (By Device) . . . . . . . . . . . . . . . . . . . . . . . . . 86
Configuring the Dynamic Mapping (By Call) . . . . . . . . . . . . . . . . . . . . . . . . . 89
Creating a Channels Pool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Creating a Sources Pool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Attaching the Channels Pool to the Sources Pool . . . . . . . . . . . . . . . . . . . . 94
6
Troubleshooting 97
General Troubleshooting Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Editing Reporting Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
7
NICE Testing and Debugging Tools 101
NICE Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Contents 8
Setting Up NICE Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Receiving Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Saving Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Setting Up the SimCTILink Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Setting Up the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 109
Managing the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 113
Log Manager System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Log Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Log Manager Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Log Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Observer Tester . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
8
Avaya DMCC Dashboard 129
Starting a DMCC Dashboard Application Session . . . . . . . . . . . . . . . . . . . 130
Opening a DMCC Dashboard Session . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Validating the session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Getting the Device ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Validating Getting the Device Id . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Monitor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Starting Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Validating Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
RegisterTerminal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Registering a Terminal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Validating the Terminal Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Service Observation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
A
Avaya DMCC Additional Parameters 141
CTI Interface - Additional Switch Parameters . . . . . . . . . . . . . . . . . . . . . . . 142
Reporting Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Logger Parameters for Instant Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Contents 9
Connection Manager - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . . 146
Connection Manager - Interface Parameters . . . . . . . . . . . . . . . . . . . . . . . . 148
Media Provider Controller - Additional Parameters. . . . . . . . . . . . . . . . . . . 150
B
Capacity Matrix for Avaya DMCC Recording 153
Index 169
Contents 10
1
Overview
This guide describes the integration between the NICE Interactions Center and the Avaya Device
Media Call Control (DMCC or CMAPI) environment.
NOTE: For an updated list of supported versions, refer to the Integration Description
Document (IDD).
Contents
You Are Here - NICE Perform Site Installation Workflow ............................................ 12

Avaya DMCC Integration Workflow............................................................................... 13
Integration Description .................................................................................................. 14
System Architecture....................................................................................................... 15
Components............................................................................................................... 17
Recording Modes ...........................................................................................................16
Interaction-based Recording Architecture.................................................................. 18
All Calls Recording Architecture................................................................................. 19
Recording Methods ........................................................................................................ 15
Limitations....................................................................................................................... 20
Chapter 1: Overview 11
You Are Here - NICE Perform Site Installation Workflow
You Are Here - NICE Perform Site Installation Workflow
Legend: Prepare Machines

Mandatory
component Install MS SQL Server 2005 and NICE Perform Databases
Optional
component
Install NICE Perform Applications and
Integration define in System Administrator
dependant
Install and Connect one of the following:

NiceLog High Density Logger
- or -
Interaction Capture Unit (ICU)
- or -
NICE VoIP Logger
Install VoIP Recording Gateway (VRG) and

define in System Administrator
Configure the NICE Interactions Center in the System Administrator

then install the NICE Interactions Center software
You are Here Configure and then Install CTI Integrations
Define Channel Mapping in the System Administrator
Install NICE IA Link Analysis Server

on the Data Mart Server
Install NMS
and define in System Administrator
Install relevant optional components and define in System Administrator:

Audio Analysis Telephony Services NiceScreen
NICE Storage Center Stream Server ScreenSense
Media Library Reporter Server
Install the latest approved NICE Update
Perform Required Installation and Acceptance Test Procedures
NOTE:
See the Site Installation Workflow Guide for a detailed overview of the NICE Perform site
installation workflow.
Avaya DMCC Integration Workflow
Avaya DMCC Integration Workflow

The following flow details the components required in the Avaya DMCC integration. Click an
underlined step. The procedure appears.
IMPORTANT
• Do not configure the VoIP Logger in System Administrator until after the Avaya DMCC
integration procedures have been completed.
• Before you perform integration procedures, you must stop VoIP Logger operation.
An Avaya System Administrator must be present during the

installation to assist with this phase of the installation!
Prepare the Avaya Communication Manager
Configure the New CTI Connection
Install the NICE Interface with Avaya DMCC

on the VoIP Logger
Configure Channel Mapping
Restart the VoIP Logger
Define the VoIP Logger in System Administrator

See the VoIP Logger Installation Guide.
Install and Configure your Switch Integration

See the switch integration guide specific to your site.
Congratulations!
Your integration is complete!
Integration Description
Integration Description
The Avaya Communication Manager environment is comprised of Media Servers and Media
Gateways which provide telephony connectivity for IP, digital, and analog phones. The Avaya
Device Media Call Control (DMCC) connector server provides recording hooks which serve
third-party integrations. In the NICE Systems integration with the DMCC environment, the
DMCC connector server enables registration of emulated IP phones to the Media Server. These
emulated phones then observe calls of other phones in the Avaya Communication Manager
System. The observed phones can be any type of phone - IP, digital, or analog.
In addition, the DMCC server enables shared observation of users’ IP and digital phones for
receiving events (for example, changes in the phone’s display, on/off hook status, key presses etc.)
and for controlling the phones remotely.
Below is a summary of the Avaya DMCC integration.
NOTE: The following abbreviations are used:

QM = Quality Management
ROD = Recording on Demand
SRP = Selective Recording Program
DNIS = Dialed Number Identification Service
Driver Switch Configuration
Supported interface For an updated list of supported versions, refer to the IDD.
versions
Available Recording Applications and Methods
Active VoIP Total, ROD, Interaction-Based Recording

Recording (DMCC)
System Architecture
System Architecture
NICE System integrates with the DMCC environment via the Avaya DMCC Media Provider
Controller Driver. Installed on the Logger, the Avaya DMCC Media Provider Controller Driver
interfaces with the DMCC Connector Server, enabling the Logger’s recording channels to be
registered on the DMCC server as emulated extensions on the switch.
For information about recording flows, see Interaction-based Recording Architecture
on page 18 and All Calls Recording Architecture on page 19.
Figure 1-1 System Architecture for DMCC Integration with NICE Systems
Traditional
phone
NICE VoIP Logger
PSTN
DMCC
Avaya Media
Traditional Media Provider
phones Gateway Avaya Media Server Controller
Driver
NICE Interactions Center
AES Server
- DMCC Server
- CTI Server
LAN
IP phones
Recording Methods
Observation in this integration is implemented using Single Step Conference or Service
Observation.
• Service Observation - Service Observation is a feature on the Avaya Communication
Manager switch, which allows any agent to enter an observation code in a phone unit and dial
another extension for observation purposes.
This method of observation can be obtained by having the virtual IP Softphone extensions
perform observation on the DMCC Server. Each IP Softphone DMCC extension is capable of
functioning as a normal extension, therefore enabling the Logger and the NICE Interactions
Center to perform an intrusion through the channel. The observation is performed using NICE
Interactions Center CTI commands (MakeCall) and DMCC commands. The Avaya DMCC
Media Provider Controller sends a command to the Avaya DMCC (CMAPI) service on the
Avaya AES to begin observation of a device.
Service Observation is used for All Calls Recording.
System Architecture
• Single Step Conference (SSC) - Single Step Conference (SSC) is an improved method of
observing on the Communication Manager platform. In Single Step Conference, the Avaya
DMCC Media Provider Controller sends a command to the Avaya DMCC (CMAPI) service to
start a Single Step Conference call. The Loggers’ channels correspond to virtual IP Softphone
extensions defined on the DMCC Server, which are used to connect to the Avaya switch.
These virtual IP Softphone extensions are recognized by the switch as a set of simple
extensions. Single Step Conference requires the Call ID and the Extension Number from the
switch. Conferencing may be performed via any device participating in the call. NICE
Interactions Center uses Single Step Conference in the "Not full participant" mode, which
means that the participant can hear the audio but cannot be heard. At the end of the call, the
Avaya DMCC Media Provider Controller sends a "clear connection" command to the DMCC
service.
Single Step Conference is the preferred recording mode for Interaction-based Recording.
Recording Modes
NICE offers the two following recording solutions:
• Interaction-based Recording
When an interaction that is selected for recording starts, Interaction-based Recording allocates
a recording channel on the Logger and initiates recording. Where Selective Recording,
Recording on Demand (ROD) and/or Quality Monitoring (QM) Recording are required,
Interaction-based Recording enables efficient use of the recording channels, since the number
of required recording channels is equal to the number of the calls that need to be recorded
concurrently, rather than to the number of phones in the system.
• All Calls Recording
In the All Calls Recording system, each phone is statically associated with a recording
channel. The call events are used to generate the call entries in the database and not for
triggering the recording. Each call entry is mapped to the recording channel that is associated
with the relevant phone. QM Recording can be implemented on top of All Calls Recording,
marking recorded calls for QM evaluation according to the QM rules.
System Architecture
Components
Avaya Components
• Avaya AES (Application Enablement Services) - includes DMCC (CMAPI) service, and
optionally CTI, TSAPI services
• Avaya Communication Manager
The Avaya Communication Manager includes the following components:
• Media Server: The Media Server runs the Avaya Communication Manager software,
and performs real-time management of the calls.
• Media Gateway: The Media Gateway performs signaling and audio conversion. It is
controlled by the Media Server.
• Phones
• Traditional phones (analog and digital) are supported by all the Media
Gateways (that include the appropriate boards or modules)
• VoIP soft and hard phones
NICE Components
• NiceLog (Audio Logger): Powerful digital voice recording system. NiceLog Loggers
continuously and simultaneously record and archive audio from multiple sources. Audio is
recorded to the hard drive of the Logger for immediate playback capability.
• NICE Interactions Center (CLS): Communicates with the switch via the CTI server
installed at the site. Through communication with the CTI server at the site, the NICE
Interactions Center learns the call status, monitors call events and stores them in its databases.
A user can then query its database, find a call and play it back.
System Architecture
Interaction-based Recording Architecture

Referring to Figure 1-2, the recording flow for interaction-based recording operates as follows:
1. Using the Avaya DMCC Media Provider Controller, the Logger connects to the Avaya DMCC
(CMAPI) service on the Avaya AES and requests to initiate the emulation of IP phones,
registering one phone per recording channel.
Each of these IP phones is a virtual phone that resides on the Logger.
2. NICE Interactions Center receives a Start Call event from the CTI server.
3. Recording rules that have been preconfigured in NICE Perform, determine whether the call
needs to be recorded. If so, NICE Interactions Center allocates a channel on the Logger and
tells the Logger to record this call on the allocated channel. The Logger allocates an IP address
and port for recording and sends a request to observe the call via the DMCC (CMAPI) service
on the AES.
4. The Media Gateway starts sending audio packets to the Logger and the Logger records the
audio in the allocated recording channel.
5. When the call ends, the NICE Interactions Center receives a Stop Call event from the CTI
server. NICE Interactions Center sends a stop command on the channel to the Logger and the
Logger sends a stop observing command to the AES.
6. NICE Interactions Center releases the allocated channel, and inserts the call entry, with its
associated call details received from the CTI Server, into the Calls database.
Figure 1-2 Interaction-based Recording Information Flow
NICE VoIP Logger
Avaya 1 3 5
Traditional Media DMCC
phones Gateway
4 Media
Avaya Media Server
Provider
Controller
Driver
AES Server
- DMCC Server 5 6
- CTI Server 2 NICE Interactions Center
LAN
IP phones
System Architecture
All Calls Recording Architecture

Referring to Figure 1-3, the recording flow for All Calls Recording operates as follows:
1. In NICE System Administrator, you define a recording channel for every extension you need
to record (static mapping).
2. Using the Avaya DMCC Media Provider Controller Driver, the Logger:
2.1. Connects to the DMCC (CMAPI) service on the Avaya AES and requests to initiate the
emulation of IP phones, registering one phone per recording channel.
2.2. Requests observation of all the extensions it needs to record.
3. When a call starts on one of the observed phones, the Media Gateway sends audio packets to
the Logger. The Logger records the audio on the recording channel associated with the
observed phone.
4. NICE Interactions Center gets call events from the CTI Server and maps the call to the
recording channel.
NOTE: In the All Calls Recording environment, channel allocation is static and
recording does not depend on the CTI link.
5. When the call ends, NICE Interactions Center inserts the call entry, with its associated call
details received from the CTI Server, into the Calls database. The Logger does not end the
observation on the virtual extension, and remains on standby until the next call.
Figure 1-3 All Calls Recording Information Flow
NICE VoIP Logger
Avaya
Traditional Media DMCC
phones Gateway
4 Media 2 3
Avaya Media Server
Provider
Controller
Driver
AES Server
- DMCC Server 1
- CTI Server 5 NICE Interactions Center
LAN
IP phones
Limitations
Limitations
• The following scenarios are not supported:
• The Group Page feature is not supported.
• When a transfer is made from an initiator extension to an extension that is not being
recorded, this call will not be recorded via Service Observation.
Example:
X1, X2, and X3 are defined as agent extensions. S1 and S2 are defined as virtual
extensions for performing Service Observation on extensions X1, X2, and X3.
a. S1 is observing X1. S2 is observing X2.
b. X1 calls X2. The voice will come to S1 only, no voice on S2 (as it should).
c. X1 makes a blind transfer to X3. This means that X2 and X3 are talking. In this
scenario, X3 is not being observed. X2 only is observed by S2.
Outcome: The voice is not transferred to S2 after the transfer. If X3 was being Service
Observed by S3, only then the voice would arrive via S3.
• Bridged Call Scenarios are not supported by All Calls Recording.
When multiple calls are performed to the same Master extension number, call audio is
not passed to the service observer and cannot be recorded by Service Observation.
Also, additional issues arise when the Master extension is an Administered Without
Hardware (AWOH) station (X-Port).
• When the Ring Back tone is present on a conference call during blind conference
scenarios, the conference call audio is not passed to the service observer and cannot be
recorded by Service Observation.
• Avaya CM3.1 and below: Conference transfer to ACD or to Agent ID calls are not
supported. After the conference initiator leaves the call, the audio from the remaining
call is not sent to the service observer. As a result, this audio cannot be recorded by
Service Observation.
The following scenario describes this limitation:
a. Agent 1 and Agent 2 are service observed.
b. Customer calls Agent 1.
c. Agent 1 initiates a Blind Conference or Consult Conference to the ACD (or to
Agent ID).
d. Agent 2 answers.
e. Agent 1 hangs up.
f. Agent 2 and Customer talk.
If the Avaya DMCC virtual extension observes Agent 2 before the start of the call (All
Calls Recording), the call audio is not passed to the service observer and therefore the
call is not recorded.
Limitations
If the Avaya DMCC virtual extension observes Agent 2 after the start of the call
(Interaction-Based Recording), the call audio is passed to the service observer correctly
and the call is recorded.
• Directed Call Pickup performed from analog extensions is not supported. When
performing Directed Call Pickup from an analog extension, the audio of the call is not
transferred to the service observer, and therefore, cannot be recorded by Service
Observation.
The following scenario describes this limitation:
a. Agent 1 is using a digital extension. Agent 2 is using an analog extension. The Media
Provider Controller is observing Agent 2.
b. Customer calls Agent 1. Agent 1’s extension rings. Agent 2 performs Call Pickup
from Agent 1 by dialing the Directed Call Pickup Feature Access Code + A2
extension number.
c. Customer and Agent 2 are now connected but the Media Provider Controller does not
receive the audio.
• Blind conference limitation: In the following scenario, the conversation between two agents is
not recorded:
Scenario (where A and A1 are agents and C is a customer): A calls A1 and then calls C and
adds C to the conversation with A1 (blind conference). The conversation between A and A1
will not be recorded until C answers the phone.
2
Preparing the Avaya DMCC Environment
This chapter describes how to prepare Avaya DMCC to integrate with NICE Perform.
Contents
Before You Begin the Integration.................................................................................. 24

Preparing Avaya Communication Manager for Integration with NICE ...................... 25
Verify the License for Avaya DMCC Softphone Registration ..................................... 26
Define the Logger’s Virtual Extensions ...................................................................... 27
Configure the Symbolic Name ................................................................................... 29
Chapter 2: Preparing the Avaya DMCC Environment 23
Before You Begin the Integration
Before You Begin the Integration

Before you begin integrating the Avaya DMCC environment with NICE Perform, ensure that the
following information is available:
Table 2-1: Installation Checklist
Description Comment
The CTI server name
The correct CTI driver
Avaya DMCC port number (in AES 3.1.2 the unsecured port is
disabled)
Avaya DMCC username and password
Avaya DMCC symbolic name and password (The symbolic

name is the same as the AES OAM switch connection name and
the security code configured for the softphone/Virtual Extension
in the Communication Manager.)
Emulated Avaya DMCC soft phones (virtual IP phones) list
Passwords to the emulated Avaya DMCC soft phones
Observation code
List of supported codecs (G711A/G711U/G729/G729A/G723)

(configured in the CLANs that the Avaya DMCC softphone will
register with)
List of supported encryption algorithms (AES_128_Counter/No

encryption)
Avaya DMCC protocol version
List of phone models and firmware version
Preparing Avaya Communication Manager for Integration with NICE
Preparing Avaya Communication Manager for Integration

with NICE
IMPORTANT
• The procedures described in this section should be performed by a certified Avaya
technician.
• This section describes the essential steps in configuring the switch for the NICE Perform
integration with Avaya DMCC. For comprehensive information about configuring the Avaya
switch, see Avaya documentation.
To enable NICE machines to integrate with the Avaya DMCC environment, you must:
• Verify the License for Avaya DMCC Softphone Registration
• Define the Logger’s Virtual Extensions
• Configure the Symbolic Name
Verify the License for Avaya DMCC Softphone Registration

You must have an IP_API_A license for each Application Enablement Services softphone
registered for the NICE integration. To verify that you have a sufficient number of IP_API_A
licenses, check the Optional Features screen.
IMPORTANT
• Beginning with AE Services 4.2 and CM 5.1, DMCC station registration is licensed on AE
Services instead of Communication Manager.
The DMCC license on AE Services instead of “IP_API_A” license on Communication
Manager requires Communication Manager 5.1 and the switch connection must be
administered.
STA and IP_Softphone licenses are still required on CM.
• AE Services 4.2 DMCC station registration (using IP_API_A) with CM 3.x, 4.x, and 5.0
continue to be licensed on Communication Manager.
• AE Services 4.2 will enable temporary licensing for DMCC up to 30 days. This
implementation requires at least once Simulation Connection RTU and CM 5.1
To verify the license for the Avaya DMCC softphone registration:

1. In the Avaya Site Administration, run display system-parameters customer-options.
The Optional Features screen appears.
Figure 2-1 Optional Features Screen - display system-parameters customer-options
2. Go to page 9 (or 10, depending on your system), and check the Maximum IP registrations
by product ID field. This field displays the number of allocated IP_API_A licenses, and the
number of licenses that have been used.
3. If you do not have enough IP_API_A licenses or if IP_API_A does not appear in the Product
ID list, contact your Avaya representative to contract more licenses.
Define the Logger’s Virtual Extensions

Before the DMCC server can register the emulated (virtual) extensions on the Media Gateway, the
extensions must be defined on the switch.
IMPORTANT
• Each virtual extension must be defined separately as described in this section.
• When your site is configured for Single Step Conference, the virtual extensions on the AES
must be defined in the same group as the extensions that are observed via Single Step
Conference.
To define the Logger’s virtual extensions on the switch:

1. Open a console window on the switch and define the following:
• Extension Type: 4624
NOTE: Extension Type 4624 represents all soft phones.
• IP Softphone: Y (Yes)
• Security Code
The Security Code value is the extension password. In the Configuring a New CTI
Connection on page 35, you need to define this value as the Password.
• COR: Ensure that the selected COR (Class of Restriction) is configured to enable
Service Observation. See Step 2.
Figure 2-2 Avaya Switch Console - Page 1
2. Display the COR (Class of Restriction) definitions and define Can be a Service Observer?
as Y. This enables all configured virtual extensions or softphones to be observed and recorded.
See Figure 2-3.
Figure 2-3 COR (Class of Restriction) Definitions
NOTE: The Audio Code value on the switch must match the CodecList defined in
Configuring a New CTI Connection on page 35. See Figure 3-13 or Figure 3-15.
Figure 2-4 Avaya Switch Console - Audio Codec Value
Configure the Symbolic Name

The Avaya AES Server supports up to 16 simultaneous C-LAN connections. This allows the AES
Server to provide load balancing across multiple connections and a C-LAN failover mechanism.
The symbolic name, or Connection Name, is configured on the Avaya AES Server and represents
multiple C-LANs on the Avaya Media Gateways. This allows the recording system to implement
redundancy and load sharing over multiple C-LANs by communicating with the symbolic name.
Multiple C-LANs are required in implementations of over 300 Avaya DMCC channels.
This section describes how to configure the symbolic name. The symbolic name is the Connection
Name on the AES, and is case sensitive.
To configure the symbolic name:

1. In AES OAM Admin, go to Administration > Switch Connections.
Figure 2-5 OAM: Switch Connections
Connection names Edit CLAN IPs
2. Select the required Connection Name and click Edit CLAN IPs.
Figure 2-6 OAM: Edit CLAN IPS
3. Enter the host name or IP address of the C-LAN for AES connectivity, and then click Add
Name or IP. Repeat for each C-LAN attached to this connection.
4. In the Switch Connections window, click Edit H.323 Gatekeeper.
To use the symbolic name feature, the H.323 gatekeeper must be specified. The C-LAN
configuration alone is not sufficient.
The H.323 IP list can be different from the C-LAN IP list.
Figure 2-7 OAM: H.323 Gatekeeper
5. Select the required Name or IP Address, or type in the host name or IP address of the H.323
Gatekeeper and click Add Name or IP.
6. Select Administration > Network Configuration > Ports.

Figure 2-8 DMCC Server Ports
7. Ensure that the DMCC Server port is enabled.
3
Configuring the CTI Integration for Avaya
DMCC
This chapter describes the procedures for configuring the Avaya DMCC integration in NICE
Perform R3.1.
Contents
Before you Begin ............................................................................................................ 34

CTI Connection Configuration.................................................................................... 34
SNMP Service Installation.......................................................................................... 34
Configuring a New CTI Connection .............................................................................. 35
Managing Device Information........................................................................................ 53
Importing Devices from Text Files .............................................................................. 53
Exporting Devices to a Text File................................................................................. 55
Verifying the CTI Integration.......................................................................................... 57
Configuring Individual Components............................................................................. 58
Chapter 3: Configuring the CTI Integration for Avaya DMCC 33
Before you Begin
Before you Begin

To configure the NICE Perform CTI Integrations, you run the CTI Connection wizard. The wizard
requires you to enter specific information - some of which may have been entered on the switch.
WARNING
Verify that you have all necessary information listed in each of the following sections or that you
have performed any necessary procedures BEFORE you start your configuration.
Prepare for your integration using the following:

• SNMP Service Installation
• CTI Connection Configuration
CTI Connection Configuration
NOTE: It is important that the Avaya System Administrator is present during the
installation.
Before proceeding with Configuring a New CTI Connection on page 35, have ready the
following information: The NICE Interactions Center IP address or Host name
• The telephony switch
• Integration parameters that need to be defined, their names and values. (This varies according
to your selected integration.)
• The IP address or Host name of the Application Link
• Application Link port ID
• A list of all extensions that need to be monitored
SNMP Service Installation

Before installing the integration software make sure that the SNMP Service is installed on your
computer.
NOTE: All system components must also be associated with each other appropriately.
Configuring a New CTI Connection

The CTI Connection defines the actual CTI Server with which the system integrates. For every
interface, a telephony switch is configured. This is the physical server on which the interface is
installed. More than one interface may be installed on the same telephony switch, it is therefore
important when configuring the interface that the correct telephony switch is defined.
The recommended CTI Integration workflow is with the CTI Connection wizard. If this wizard is
not suitable because of site considerations or other factors, you should use the Customization
Workflow outlined in the System Administrator’s Guide.
The New CTI Connection wizard walks you through all the steps required to configuring the CTI
Interface, the Connection Manager, and the Driver.
IMPORTANT
Before you begin, ensure that you completed configuring the CLS in the System Administrator.
To configure a new CTI connection:

1. Verify that you are working in Technician mode: From the Settings menu, select Technician
Mode.
2. In the Organization tree, select CTI Integrations.
3. In the Details Pane, click .

-or-
From the Actions menu, select New CTI Connection.
The Set New CTI Connection Wizard starts.

Figure 3-1 Set New CTI Connection Wizard - Introduction Window
Progress bar through the Wizard
4. Click Next. The Set New CTI Connection Wizard displays the CLS and Telephony Switch
definitions section.
Figure 3-2 CLS and Telephony Switch definitions Section
5. Define the following:
Attach CTI to CLS From the drop-down list, select the relevant CLS Server.
Telephony Switch Type From the drop-down list, select Avaya CM.
The selected Telephony Switch Type appears in the Switch Name field.
IMPORTANT
In the Switch Name field, change the name to indicate that this connection is with Avaya
DMCC.
6. Continue as follows:
To define a new telephony switch, see Step 7 on page 37.
To select an existing switch, see Step 8 on page 38.
7. To define a new telephony switch:
7.1. Leave the default setting - Define new telephony switch.
Define new
telephony switch
7.2. If you have different types of Avaya Switches, in the Switch Name field, change the
name to indicate that this connection is with Avaya CM.
7.3. Leave the default CLS Reporting Type setting as CTI.
7.4. (Optional) To disable advanced CLS Reporting options, click Advanced.
For Advanced
CLS Reporting
type options,
click here
In the Agent Logon Mode area, clear the checkboxes as follows:

To the same station again - allows agents to log in to the same workstation more
than once.
To more than one station - allows agents to log in to more than one workstation.
To a station another agent is logged into - allows more than one agent to log in to
one workstation.
NOTE: It is recommended that you leave all three Agent Logon modes selected.
7.5. Continue with Step 9 on page 38.

8. To use an existing telephony switch, do the following:
8.1. Select Use Existing. A drop-down list of existing telephony switches is enabled.
8.2. From the drop-down list, select Avaya CM.
Figure 3-3 CLS and Telephony Switch Definitions Section
Use
existing
Telephony
Switch
8.3. Continue with Step 9 on page 38.

9. Click Next.
The Set New CTI Connection Wizard window displays the CTI Interface type section.
Figure 3-4 CTI Interface type Section
9.1. In the Telephony Switch and CTI Interface Type area, from the drop-down list,
select a CTI interface.
9.2. Select Active VoIP and from the Active VoIP menu, select DMCC (CMAPI).
10. Click Next. The CTI Interface Information section appears.
These fields are relevant to the defined CTI server only. Define fields according to
instructions in the relevant integration guide.
Figure 3-5 General Interface Information Section
11. Click Next. The Active VoIP Interface: DMCC (CMAPI) window appears, displaying default
required parameters only. Show only required parameters is selected.
Figure 3-6 Active VoIP Interface: DMCC (CMAPI) Window - Default Parameters
• To define default parameters only, double-click each of the parameters in the

Parameter column, and type in the appropriate values as follows:
PrimaryAESServerAddress: The IP address of the Avaya AES server.
PrimaryAESUserName: Avaya user name.
PrimaryAESPassword: Avaya password.
NOTE: The user and password for the Avaya DMCC connection is the same user and
password used for the CT connection.
-or-
• To display the hidden parameters, clear Show only required parameters. Additional
VoIP Interface: DMCC (CMAPI) parameters are displayed.
Figure 3-7 Active VoIP Interface: DMCC (CMAPI) Window - Hidden Parameters
If your site is configured for AES backup, double-click

UseAESWarmStandbyFeature and select True. Additional parameters are
displayed.
Figure 3-8 Active VoIP Interface: DMCC (CMAPI) Window - All Parameters
Define AES WarmStandbyFeature parameters as described below:

SecondaryAESServerAddress: The IP address of the Avaya AES server.
SecondaryAESUserName: Avaya user name.

SecondaryAESPassword: Avaya password.
NOTE: The user and password for the Avaya DMCC connection is the same user and
password used for the CT connection.
12. (Optional) If your site is configured for Service Observation, expand the Active VoIP
Additional Interface Parameters section and define the ObservationCode.
Figure 3-9 Active VoIP Interface: DMCC (CMAPI) Window
For information about defining the remaining additional interface parameters, see CTI
Interface - Additional Switch Parameters on page 142.
13. Expand the Media Provider - Location section.

Figure 3-10 Active VoIP Interface: DMCC (CMAPI) Window - Media Provider Location
Media Provider
Controllers area
To define the Media Provider:

13.1. Enter the Media Provider Controller’s host name or IP address.
Since the Media Provider Controller will be installed on the same machine as the
Logger, enter the Logger’s IP address or host name.
13.2. Click .
The Media Provider is listed in the Media Provider Controllers area.
14. Click Next.
The Available Devices window appears.
Figure 3-11 Set New CTI Connection Wizard Window
15. Set devices by following the relevant procedure/s below:

• If you do not need to add devices, continue with Step 21 on page 49.
• To add devices, select the relevant procedure:
• To add a single device, continue with Step 16 on page 45.
• To add a range of devices, continue with Step 17 on page 47.
• To edit devices, continue with Step 18 on page 48.
• To delete devices, continue with Step 19 on page 48.
• To search for a device, continue with Step 20 on page 49.
• To import devices from a file, see Importing Devices from Text Files on page 53.
• To export the devices to a file, see Exporting Devices to a Text File on page 55.
16. To add a single device, click Add. The Available Device window appears.
Figure 3-12 Available Device Window
16.1. In the Device Number field, enter the number you want to assign to the device.
16.2. From the Device Type drop-down list, select Virtual Extension.
16.3. To display the Advanced Options, click .

Figure 3-13 Advanced Device Monitoring Window
16.4. Double-click a parameter to define a value. Define parameters as described below:
Symbolic name Type the symbolic name of the C-LAN on the Media
Gateway.
See Configure the Symbolic Name on page 29.
Password Type the password of the C-LAN on the Media Gateway. This
is the Security Code defined in Define the Logger’s Virtual
Extensions on page 27.
CodecsList Select the codecs defined in the Security Code.
Note: To optimize system performance, we recommend

selecting only the supported codecs. See Define the Logger’s
Virtual Extensions on page 27.
EncAlgList Select an encryption algorithm.
16.5. Click OK.
17. To add a range of devices, click . The Available Devices Add Range window
appears.
Figure 3-14 Available Device Add Range Window
17.1. Enter the starting number in the Start at device number field.
17.2. In the Number of devices to add field, enter the number of devices you want to add.
17.3. From the Device Type drop-down list, select Virtual Extension.
17.4. To display the Advanced Options, click . The Advanced Device Monitoring
window appears.
Figure 3-15 Advanced Device Monitoring Window
17.5. Double-click a parameter to define a value. Define parameters as described below:

Symbolic name Type the symbolic name of the C-LAN on the Media Gateway.
See Configure the Symbolic Name on page 29.
Password Type the password of the C-LAN on the Media Gateway. This is
the Security Code defined in Define the Logger’s Virtual
CodecsList Select the codecs defined in the Security Code.
Note: To optimize system performance, we recommend selecting
only the supported codecs. See Define the Logger’s Virtual
EncAlgList Select an encryption algorithm.
17.6. Click OK.
18. To edit devices, select the device that you want to edit and click . The Edit Available
Device window appears.
Figure 3-16 Edit Available Device Window
• Edit the device information and click OK.
19.To delete devices, select the devices that you want to delete and click . The Remove
Available Devices message window appears.
Figure 3-17 Remove Available Devices Window
• Verify that the relevant devices are listed.

• If the list is correct, click Yes. If the list is not correct, click No.
20. To search for a device, click . The Search For Device window appears.
Figure 3-18 Search For Device Window
20.1. In the Device field, enter the device ID or trunk information.

20.2. Click OK.
The Set New CTI Wizard window reappears displaying all the devices that you have added.
Figure 3-19 Available Devices Area
21. Click Next. The Set New CTI Connection Wizard window displays all monitored devices.
22. Click Next.
The Optional Features window appears displaying the optional features for the defined CTI
server. Refer to the relevant integration guide.
Figure 3-20 Optional Features Window
23. Click Next.

• If you selected a CLS in Step 5 that was not attached to an existing Connection
manager, the CTI Connection Wizard automatically creates a Connection manager, and
the Set New CTI Connection Wizard displays the Summary section. Proceed to
Step 26 on page 52.
• If you selected a CLS in Step 5 that was already attached to an existing Connection
Manager, the Set New CTI Connection Wizard window appears, and displays the
Select a Connection Manager area. Proceed to Step 24 on page 51.
Figure 3-21 Select a Connection Manager Window
IMPORTANT
If no Connection Manager currently exists in your site, this window does not appear.
24. You now need to select a Connection Manager. You can either create a new one or select an
existing Connection Manager.
To create a new Connection Manager, complete the following:
24.1. Select Create a new Connection Manager.
24.2. From the Port drop-down list, select an available port that is not listed in the Ports in
Use area.
To select an existing Connection Manager, complete the following:
24.1. Select Select available Connection Manager.
24.2. From the Port in Use area, select the appropriate port.
For information about Connection Manager parameters, see Connection Manager -
Additional Parameters on page 146 and Connection Manager - Interface Parameters
on page 148.
25. Click Next. The Set New CTI Connection Wizard window displays the Summary section.
The Summary window displays the CTI Interface name and ID, and the switch type that you
defined.
Figure 3-22 Set New CTI Interface Wizard - Summary Window
26. Click Finish.

27. System Administrator displays the new CTI interface in the list of CTI interfaces.
NOTE: For comprehensive information about maintaining or changing the CTI

interface, refer to the NICE Perform System Administrator’s Guide.
Figure 3-23 Avaya DMCC CTI Interface
Managing Device Information

You can import and/or export your device information when needed.
Importing Devices from Text Files

You can save time when you configure your CTI Interface(s) by importing the device number and
the corresponding device type from existing .txt files. For information about configuring your CTI
interface, see Configuring a New CTI Connection on page 35.
NOTE: The file(s) must be in .txt format. If you have existing files in any other format,
you must first convert them to .txt format and then perform the procedures described
below.
To use the import feature, the .txt file must be formatted as follows:
• Each line in the .txt file must represent one device.
• Each line must include both the device number and its corresponding device type.
• The device number and its corresponding device type must be separated by either a single
space or by one tab increment.
To import text files:

1. In the Organization tree, select Master Site > CTI Integrations > CTI Interfaces > Avaya
DMCC Interface. The selected CTI Interface definition appears.
Click the Devices tab and expand Available Devices.
Figure 3-24 CTI Interface Definition - Devices Tab
-or-
In the New CTI Connection Wizard, in the Switch Devices Configuration window, expand
Available Devices.
2. Click the Import from drop-down list, select File and click .
Figure 3-25 Switch Devices Configuration Window - CTI Connection Wizard
The Import window appears.

Figure 3-26 Import Available Devices List Window
3. If you want to overwrite all the devices that currently appear in the Available Devices area,
select the Overwrite list of available devices checkbox.
4. In the Delimiter drop-down list, select if the delimiter that separates the device number from
its corresponding type is a Space, a Tab or a Comma increment.
5. In the Records separator drop-down list, accept the default New Line.
6. In the Fields order drop-down list, select the relevant order in which the device number and
its corresponding type that appears in the txt file:
Device Delimiter Device Type (that is, first the device number followed by the device type),
Device Type Delimiter Device (that is, first the device type followed by the device number).
7. Click the Import File browse button and browse to the file you want to import.
8. Click OK. The devices listed in the .txt file are configured into the CTI Interface.
Exporting Devices to a Text File

You can export a list of all your devices to a text file. Follow the procedure below.
To export the devices to a text file:

1. In the Organization tree, select Master Site > CTI Integrations > CTI Interfaces >
Ericsson Interface. The selected CTI Interface definition appears.
• Click the Devices tab and expand Available Devices.
Figure 3-27 CTI Interface Definition - Devices Tab
-or-
In the New CTI Connection Wizard, in the Switch Devices Configuration window, expand
Available Devices.
2. Click Export to file.
Figure 3-28 Switch Devices Configuration Window - CTI Connection Wizard
The Export Available Devices List window appears.

Figure 3-29 Export Available Devices List Window
3. In the Delimiter drop-down list, select if the delimiter that separates the device number from
its corresponding type is a Space or a Tab increment.
4. In the Fields order drop-down list, select the relevant order in which the device number and
its corresponding type will appear in the txt file:
Device Delimiter Device Type (that is, first the device number followed by the device type),
Device Type Delimiter Device (that is, first the device type followed by the device number).
5. Click the Export file to browse button and browse to the relevant location where you want to
save the exported file. The Save as window appears.
6. In the File name field, enter the file’s name.
7. Click OK. The devices listed in the CTI Interface are save in a .txt file.
Verifying the CTI Integration
Verifying the CTI Integration

This procedure describes how to verify that all the relevant system components have been
attached.
To verify that all system components have been attached:

Mode.
2. In the System Administrator, in the Organization tree, navigate to Master Site > CTI
Integrations and select CTI Integrations.
3. Click the Diagram tab. For an example of a non-secured connection, see Figure 3-30.
Figure 3-30 CTI Integrations Diagram
NOTE: This diagram displays the connection layout only. It does not verify that component
connections are established!
Configuring Individual Components
Configuring Individual Components

The recommended CTI Integration workflow configures the complete CTI connection using the
New CTI Connection wizard (see Configuring a New CTI Connection on page 35).
If this wizard is not suitable due to site considerations or other factors, you must configure each
component individually.
The table below (Table 3-1: CTI Integration Configuration - Configuring Individual
Components on page 58) provides you with the relevant path for each individual component’s
wizard, in the System Administrator application.
For detailed information, see the System Administrator’s Guide.
Table 3-1: CTI Integration Configuration - Configuring Individual Components
Wizard Path
Step 1: CTI Interface • Select CTI Integrations > CTI

Interfaces.
• Then, from the Actions menu, select
New CTI Interface.
Step 2: Connection Manager • Select CTI Integrations > Connection

Managers.
New Connection Manager.
Step 3: Driver • Select CTI Integrations > Drivers.

New Driver.
Step 6: Install NICE CTI Integration Software See Installing the CTI Integration Software
on page 59.
4
Installing the CTI Integration Software
This chapter describes how to install the Media Provider Controller and the Connection Manager
on the VoIP Logger.
Contents
Installing the Media Provider Controller on the VoIP Logger ..................................... 60
Chapter 4: Installing the CTI Integration Software 59
Installing the Media Provider Controller on the VoIP Logger

You install the Avaya DMCC Media Provider Controller and Connection Manager on the VoIP
Logger. This procedure installs the following services on the Logger:
• Nice Integration Dispatch Service
• Nice Integration Log Retention Service
• Nice Integration Reporting Level Dumper
Need to Have:
• System Administrator Server IP Address
To install the Avaya DMCC Media Provider Controller on the VoIP logger:
1. In the NICE VoIP Logger, insert the NICE Perform Standard SW components DVD in the
drive.
2. Navigate to …\NICE Perform CTI Interaction Center\Interaction Center Drivers
9.12.x.x\Connection Manager Drivers, and double-click Setup.exe.
Figure 4-1 NICE Perform Integrations Wizard
The InstallShield Wizard Welcome window appears.
Figure 4-2 NICE Perform Integrations Wizard - Welcome Window
3. Click Next. The Log On window appears.

Figure 4-3 Log On Window
4. If your site is configured for Windows or NT authentication, select This account and type the
user login details that will be used as the Avaya DMCC integration server login.
-or-
If you need to configure the local user account as the Avaya DMCC integration server login,
select Local System Account.
The Setup Status window appears displaying installation progress.
Figure 4-4 Setup Status Window
5. Wait until the DMCC (CMAPI) Install Certificate popup message appears.
Figure 4-5 DMCC (CMAPI) Install Certificate Popup Message
6. Click OK. The Certificate Information window appears.
Figure 4-6 Certificate Information Window
7. Click Install Certificate. The Certificate Import Wizard window appears.

Figure 4-7 Certificate Import Wizard Welcome Window
8. Click Next. The Certificate Store window appears.
Figure 4-8 Certificate Store Window
9. Select the Place all certificates in the following store option and click Browse. The
Select Certificate Store window appears.
Figure 4-9 Select Certificate Store Window
10. Select Show physical stores. In the Trusted Root Certification Authorities root folder
select the Local Computer branch folder. Click OK. The Certificate Store window appears.
Figure 4-10 Certificate Store Window
11. Keep defaults and click Next. The Completing Certificate Import Wizard window appears.
Figure 4-11 Complete Certificate Import Window
12. Click Finish. An information message appears.

Figure 4-12 Information Message
13. Click OK. The Certificate Information window appears.

Figure 4-13 Certificate Information Window
14. Click OK.

Figure 4-14 NICE Perform Integrations Wizard - Complete Window
15. Select Yes, I want to restart my computer now and click Finish.
The three new Avaya DMCC integration services are displayed in the Services application, as
shown below.
Figure 4-15 Services Window
5
Channel Mapping for Avaya DMCC
This chapter describes how to map the Avaya DMCC virtual extensions in NICE Perform 3.1.
Contents
About Channel Mapping for Avaya DMCC ................................................................... 70

Configuring the Channels Definition ............................................................................ 71
Configuring the Sources Definition .............................................................................. 74
Configuring the Static Mapping (By Device) ................................................................ 86
Configuring the Dynamic Mapping (By Call)................................................................ 89
Chapter 5: Channel Mapping for Avaya DMCC 69
Release 3.1: Integration with Avaya DMCC (Rev. A1)

About Channel Mapping for Avaya DMCC
About Channel Mapping for Avaya DMCC

Active VoIP recording is used in Avaya DMCC environments. In this environment, each Logger
channel uses a virtual extension which is defined in the Avaya DMCC CTI Interface. The
Logger’s virtual extension observes a call or device, enabling the Logger to be a participant in the
call. Since the allocated virtual extension is a participant in the call, the Logger channel can record
the conversation.
Since virtual extensions can observe any type of source/device, the mapping must be done
between the Logger channel and the extension number.
In this environment, channels that are defined for Selective Recording (recording by call or
device), must be mapped dynamically. Channels that are defined for Total Recording (recording
by device only) must be mapped statically.
When your site implements both Selective and Total Recording, the dynamic and static channel
mapping can be performed simultaneously.
Channel mapping for Avaya DMCC involves the following steps:
1. Configuring the Channels Definition. See page 71.
2. Configuring the Sources Definition. See page 74.
3. Map the channels:
• Configuring the Static Mapping (By Device). See page 86.
and/or
• Configuring the Dynamic Mapping (By Call). See page 89.
IMPORTANT
If the virtual extensions are redefined on the DMCC server, after you complete the channel
mapping procedures, you must do the following:
1. Detach the sources from their mappings. See the System Administrator Guide.
2. In System Administrator, in the CTI Integration branch, delete and then recreate the virtual
extensions.
3. Map these sources in Channel Mapping. Then update the RCM (Restart/Online
Configuration Update).
4. Restart the Integration Dispatch.
5. In the VoIP Logger, delete the MascMap file. Then, restart the VoIP Logger, including the
Integration Dispatch.
This procedure is relevant to both Total and Interaction-based Recording.

Configuring the Channels Definition

You must specify how many channels on the Logger (the Logger is associated with a single CLS)
will be used for the two types of recording methods:
• Total Active VoIP by Device (SO)
• Selective Active VoIP by Call (SSC)
Need to know:
• How many channels will be used for Total Active VoIP by Device (SO) and Selective Active
VoIP by Call (SSC) recording
To configure the Channels Definition:

1. Ensure that the Logger is running.
2. Log in to the NICE Perform Applications Suite and from the Accessories menu, choose
System Administrator.
3. Verify that you are working in Technician mode: From the Accessories menu, select
System Administrator. From the Settings menu, select Technician Mode.
4. In the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping
> 1. Channels Definition .
NOTE: Navigate to your site in the Organization. In this document we use the Master
Site by way of an example.
Figure 5-1 Channels Definition Branch
5. In the Channels Definition section, click the relevant Logger. The Update Channels Details
window appears.

Figure 5-2 Update Channel Details Window
6. From the Recording Type dropdown list, select Active VoIP.

Figure 5-3 Update Channel Details Window
7. Enter the following details:
Number of Total Active VoIP Number of channels for the By Device (SO)
Channels by Device recording method. This requires pre-defined static
channel mapping.
Number of Selective Active VoIP Number of channels for the By Call (SSC) recording
Channels by Call method. This requires dynamic channel mapping.
Number of Selective Active VoIP Not relevant for Avaya DMCC.
Channels by Device

Speaker Separation Support Select No - Avaya DMCC does not support speaker
separation.
Inserter Support Inserter support applies to Total VoIP channels only.
If you have total active VoIP channels, it is
recommended to select Yes. Inserter runs periodic
checks on the recordings on the Logger and if there
are no references to the recordings in the database,
they are added. In this way when the CLS is down
call records are not lost.
8. Click OK.
The channel definitions are displayed. The Total Active VoIP By Device channels are
displayed first.
Figure 5-4 Channel Definition
9. Proceed to Configuring the Sources Definition on page 74

Configuring the Sources Definition

You must attach sources to a CTI link. These sources are either Active VoIP devices, or Active
VoIP Gateways.
Need to have:
• List of Active VoIP Devices and Gateways per switch
Proceed to configure sources in one of the following ways:

• Adding One Active VoIP Device on page 75.
• Adding One Active VoIP Gateway on page 76.
• Adding Multiple Active VoIP Device Sources on page 78.
• Adding Multiple Active VoIP Gateway Sources on page 81.
• Importing Sources from the Integrations Plug-In on page 84.
IMPORTANT
If you import sources from the Integrations Plug-in, after the sources are imported, each source
must be individually configured.

Adding One Active VoIP Device
To add one active VoIP device:

1. Confirm that you completed Configuring the Channels Definition on page 71.
> 2. Sources Definition.
Figure 5-5 Sources Definition
3. Click to expand the Sources attached to physical Switch ID: n row.
4. Click Add new source. The SourceType window appears.

Figure 5-6 Source Type Window
5. From the dropdown list, select Active VoIP Device and click OK. The Active VoIP Device
window appears.
Figure 5-7 Active VoIP Device Window
Name Name of the Active VoIP source.

Device Number The extension number defined on your CTI server.

Unique Device ID Select Unique Device ID. This is the phone device identifier, such
as the serial number.
Source Side Select Summed.
Streams Type Not relevant to Avaya DMCC.
Port Support Select
7. Click OK. The active VoIP device source is added to the switch.
8. To add another source, repeat this procedure.
Adding One Active VoIP Gateway
To add one active VoIP gateway source:

4. Click Add new source. The SourceType window appears.

Figure 5-9 Source Type Window
5. From the dropdown list, select Active VoIP Gateway and click OK. The Active VoIP
Gateway window appears.

Figure 5-10 Active VoIP Gateway Window
6. Fill in the details:
Name Name of the Active VoIP Gateway source.

IP The Active VoIP Gateway IP address.
-or-
CTI Trunk ID The CTI trunk ID that the driver uses to identify the gateway, that is, the
Trunk Group number configured in the PBX connected to the gateway.
7. Click OK. The Active VoIP Gateway source is added to the switch.
8. To add another gateway, repeat this procedure.

Adding Multiple Active VoIP Device Sources
To add multiple active VoIP device sources:

4. Click Add sources by wizard. The Create Sources Wizard appears.

Figure 5-12 Create Sources Wizard - Introduction Window
5. Click Next. The Source Type Selection window appears.

Figure 5-13 Create Sources Wizard - Source Type Selection Window
6. Select Active VoIP Device and click Next. The Active VoIP Device Details window appears.
Figure 5-14 Create Sources Wizard - Active VoIP Device Details Window
7. Fill in the details:
Increment Select Device Number.

Device Number Select Decimal.
Details
In the text field, enter the first device ID.
Unique Device Not applicable to Avaya DMCC.
ID Details
Source Side Select Summed.

Streams Type Not applicable to Avaya DMCC.

Port Support Select SinglePort.
8. Click Next. The Amount of Active VoIP Devices window appears.

Figure 5-15 Create Sources Wizard - Amount of Active VoIP Devices Window
Number of sources Enter the number of sources you need to create.

Step Enter the increment between sources.
10. Click Next. The Summary window appears.

Figure 5-16 Create Sources Wizard - Summary Window
11. Click Finish. The sources are displayed.

Adding Multiple Active VoIP Gateway Sources
To add multiple active VoIP gateway sources:

4. Click Add sources by wizard. The Create Sources Wizard appears.

Figure 5-19 Create Sources Wizard - Introduction Window
5. Click Next. The Source Type Selection window appears.

Figure 5-20 Create Sources Wizard - Source Type Selection Window
6. Select Active VoIP Gateway and click Next. The Active Gateway Details window appears.

Figure 5-21 Create Sources Wizard - Active Gateway Details Window
7. In the First IP field, enter the IP address of the first Active VoIP Gateway in the range.
-or-
From the Trunk ID details options, select Decimal or Hexadecimal and enter the First
Trunk ID. This is the CTI trunk ID that the driver uses to identify the gateway, that is, the
Trunk Group number configured in the PBX connected to the gateway.
8. Click Next. The Amount of Active VoIP Gateways window appears.
Figure 5-22 Create Sources Wizard - Amount of Active VoIP Gateways Window
Number of sources Enter the number of sources you need to create.

Step Enter the increment between sources.
10. Enter the Number of sources to create and click Next. The Summary window appears.

Figure 5-23 Create Sources Wizard - Summary Window
11. Click Finish. The sources appear attached to the physical switch.
Importing Sources from the Integrations Plug-In

Importing sources imports the monitored devices that have been defined in the CTI Integrations
definition.
IMPORTANT
After you complete importing the sources, you must configure each source individually.
To import sources from the Integrations Plug-In:


4. Click Import sources from Integration Plug-in . The Import Sources window
appears.
Figure 5-25 Import Sources

• Select Active VoIP Device.
• From the Source Side dropdown list, select Summed.
• From the Port Support dropdown list, select SinglePort.
6. Click OK. The non-duplicated sources are imported and appear attached to the physical
switch.

Configuring the Static Mapping (By Device)

Channels which were defined as Total Recording (recording by device) must be mapped using
static mapping.
Need to Have:
• Sources on the switch and channels on the Logger for total recording
• Virtual extension per channel
To configure the Static Mapping

1. Confirm that you completed the following procedures:
1.1. Configuring the Channels Definition on page 71.
1.2. Configuring the Sources Definition on page 74.
> 3. Static Mapping.
Figure 5-26 Static Mapping
3. From the Physical Switch ID dropdown, select the required switch.

4. From the Logger ID dropdown, select the required Logger.

Figure 5-27 Attach Source to Channel Window
5. Attach sources and channels as described below:

5.1. In the Unmapped Sources area, select the device sources you need to map.
5.2. In the Unmapped Channels area, select channels equal to the number of selected
device sources. See below.
TIP: To multi-select sources and channels, use the standard Shift and CTRL keys.
Figure 5-28 Attach Source to Channel Window
6. Click Attach. The Summary tab lists the mapped sources.

Figure 5-29 Summary Window
7. Click Save. Then click Update Configuration. The CLS Server is now updated with the
new mapping definitions.
Figure 5-30 Update Configuration
Update Configuration button
Save
button

Configuring the Dynamic Mapping (By Call)

Channels which were defined as Selective Recording channels (recording by call) must be mapped
using dynamic mapping. You must create a channels pool and a sources pool, and then attach the
pools to each other.
Need to Have:
• Sources on the switch and channels on the Logger for selective recording
• At least as many virtual extensions defined on the switch as there are dynamic channels
Configuring dynamic channel mapping involves the following steps:

1. Creating a Channels Pool. See page 90.
2. Creating a Sources Pool. See page 92.
3. Attaching the Channels Pool to the Sources Pool. See page 94.

Creating a Channels Pool
To create a channels pool:

1.1. Configuring the Channels Definition on page 71.
1.2. Configuring the Sources Definition on page 74.
> 4. Dynamic Mapping.
Figure 5-31 Dynamic Mapping
3. In the CLS Servers area, select the required CLS Server and then click Add new pool of
channels. The Pool name window appears.
Figure 5-32 Pool Name Window
4. Enter a Pool name and click OK. The pool is added to the CLS Server.
5. Expand the CLS Server branch. Then select the new channel pool and click Add
Channels to Pool.

Figure 5-33 Channels Pool
The Add Channels To Pool window appears.

Figure 5-34 Add Channels to Pool Window
6. Select the Logger ID and click OK. The Selective Active VoIP by Call Logger channels
appear in the Channels area.

Figure 5-35 Add Channels to Pool Window
7. Proceed to Creating a Sources Pool on page 92.
Creating a Sources Pool
To create a sources pool:

1. Confirm that you completed Creating a Channels Pool on page 90.
2. Click the Sources Pool tab.
3. In the CLS Servers area, select the required CLS Server and then click Add new pool of
sources. The Pool name window appears.
Figure 5-36 Pool Name Window
4. Enter a Pool name and click OK. The pool is added to the CLS Server.
Figure 5-37 Sources Pool

5. Select the new sources pool and click Add Sources to Pool. The Add Sources To Pool
window appears.
Figure 5-38 Add Sources to Pool Window
6. From the Physical Switch ID dropdown, select the required switch.

7. Select all the physical switch devices, and click OK. The sources in the pool are displayed.
Figure 5-39 Sources Pool
8. Proceed to Attaching the Channels Pool to the Sources Pool on page 94.

Attaching the Channels Pool to the Sources Pool
To attach the channels pool to the sources pool:

1.1. Creating a Channels Pool on page 90.
1.2. Creating a Sources Pool on page 92.
2. Select the Attach / Detach tab.
Figure 5-40 Attach / Detach
3. From the CLS ID dropdown list, select the required CLS.

4. From the Unmapped Pools of Channels list, select the required channels pool. From the
Unmapped Pools of Sources list, select the required sources pool. Set the Mapping
Priority and click Attach.
-or-
From the Unmapped Pools of Channels list, select the required channels pool. Then from
the Switches list, select the switch. Set the Mapping Priority and click Attach.
The channels pool is attached to the sources pool, or the channels pool is attached to the
switch. See the following example.

Figure 5-41 Attach / Detach
5. For more information on the sources and channels, click Details. The Mapping Details
window appears.
Figure 5-42 Mapping Details Window - Channels Tab

Figure 5-43 Mapping Details Window - Sources Tab
NOTE: Load balancing can be achieved by connecting the same source pool to
multiple channel pools using different mapping priorities.
6. Click Save. Then click Update Configuration. The CLS Server is now updated with the
new mapping definitions.
Figure 5-44 Update Configuration
Update Configuration button
Save
button

6
Troubleshooting
This chapter describes troubleshooting guidelines for identifying problems at the site.
Contents
General Troubleshooting Solutions.............................................................................. 98

Editing Reporting Levels ............................................................................................... 99
Chapter 6: Troubleshooting 97
General Troubleshooting Solutions
General Troubleshooting Solutions
Table 6-1: Troubleshooting Solutions
Problem Description Solution
Connection failure The Connection Manager The AES network card configuration is
fails to connect to the Avaya defined as Any. To enable the system, a
DMCC Service on AES. specific AES network card must be
defined.
Virtual extension The virtual extensions fail to This could be due to one of the following
registration failure register. problems:
• The AES firewall may be enabled
and therefore blocking the DMCC
registration requests from reaching
the C-LAN. You need to disable the
firewall or open the relevant ports.
• The symbolic name was not
configured correctly.
• The IP port configuration on AES is
set to Any instead of ETH + AES IP.
Single Step The virtual extension This is due to the fact that on AES, the
Conference failure registers successfully, virtual extensions are not defined in the
Service Observe is same group as the actual extensions. In
performed successfully, but Single Step Conference, the virtual
Single Step Conference fails. extensions on AES must be defined in
the same group as the extensions that
are observed via Single Step
Conference.
Editing Reporting Levels
WARNING
Reporting Levels may be helpful for troubleshooting. However, making changes to the Reporting
Levels can greatly add to the load on your system. Changing Reporting Levels should therefore
be done only by authorized personnel and in conjunction with NICE Customer Support.
Reporting Levels are defined automatically in the CTI Connection wizard for both the Connection
Manager and the Driver. You can edit the Reporting Levels for either the Connection Manager or
the Driver on the relevant tab.
By default, reporting levels are defined for the following:
• File - reports to the Log file located in the Integrations installation folder
• Event Log - reports to the Log files located in the Event Viewer
NOTE: The Event Viewer is a Microsoft feature which can be viewed in Control
Panel > Administrative Tools.
To edit the reporting levels:

Mode.
Figure 6-1 Technician Mode
2. In the System Administrator, in the Organization tree, select one of the following:
• Master Site > CTI Integrations > Connection Manager and select the relevant
Connection Manager.
-or-
• Master Site > CTI Integrations > Driver and select the relevant driver.
The selected Connection Manager or Driver definitions appear.
3. Expand Reporting Level.
Figure 6-2 Reporting Level Area
4. Double-click the desired row, or select the desired row and click Edit .
The Set Reporting Level window appears.
Figure 6-3 Set Reporting Level Window
5. Select the checkboxes for the reporting levels you want to include and click OK.
7
NICE Testing and Debugging Tools
This chapter describes the diagnostic tools that can be used for testing the Avaya DMCC
integration with NICE Perform.
NOTE: In addition to the diagnostic tools described in this section, the Avaya
Dashboard can be used for simulating the same operations that the Avaya DMCC CTI
interface performs. To use this tool, consult your Avaya engineer.
Contents
NICE Events Spy ...........................................................................................................102

Setting Up NICE Events Spy....................................................................................103
Receiving Events .....................................................................................................105
Saving Events ..........................................................................................................106
Setting Up the SimCTILink Tool ...............................................................................107
Connection Manager Monitor ......................................................................................108
Setting Up the Connection Manager Monitor ...........................................................109
Managing the Connection Manager Monitor ............................................................ 113
Log Manager System ................................................................................................... 114
Log Manager ............................................................................................................ 114
Log Manager Services ............................................................................................. 116
Log Viewer ............................................................................................................... 117
Observer Tester ............................................................................................................ 119
Chapter 7: NICE Testing and Debugging Tools 101
NICE Events Spy
NICE Events Spy

NICE Events Spy enables you to trace events that are not in NICE Perform but were received from
the PABX, and then translated and transferred to the Connection Manager, thus enabling you to
detect bugs or malfunctions.
WARNING
Using the NICE Events Spy can greatly increase the load on your system. The UseSpy
parameter default is therefore No. Using the NICE Events Spy and changing the parameters
should be performed only by authorized personnel and in conjunction with NICE Customer
Support.
This section describes the following topics:

• Setting Up NICE Events Spy
• Receiving Events
• Saving Events
• Setting Up the SimCTILink Tool
NICE Events Spy
Setting Up NICE Events Spy

The NICE Events Spy tool is part of the NICE Perform CTI Integrations. After you define the
Events Spy in your system, you should set it up to receive events.
To set up the NICE Events Spy Tool:

1. Verify that you are working in Technician mode: From the Accessories menu, select System
Administrator. From the Settings menu, select Technician Mode.
2. In the Organization tree, navigate to Master Site > CTI Integrations > Connection
Managers. Select the Connection Manager for which you want to set up the NICE Events Spy
tool.
3. Click the Interfaces tab and expand Configure Connection Manager - Interface
Parameters.
Figure 7-1 Interfaces Tab
Double-click UseSpy
4. Double-click the UseSpy parameter. The Set Parameter Value window appears.
Figure 7-2 Set Parameter Value Window
NICE Events Spy
5. From the Value drop-down list, select Yes and click OK.
6. Double-click the SpyMailSlot Name parameter. The Set Parameter Value window appears.
Figure 7-3 Set Parameter Value Window
7. In the Value field, enter the name of the mailslot that you want to use in conjunction with
NICE Events Spy:
• This can be any name.
• This name is later used in the Events Spy tool to connect to this specific Connection
Manager.
NOTE: The Value field is case sensitive. You are recommended to use a short name.
8. Click OK.
NOTE: If the Integration is running, you should restart the Integration Service after
setting these definitions.
1. Click Start > Run.
2. In the Run window, in the Open field, enter services.msc and click OK.
3. In the Services Window, select the Nice Integration Dispatch Service and
double-click.
4. In the Service status area, click Start. The Service status changes to Started.
5. Click OK.
NICE Events Spy
Receiving Events
You should set up the Events Spy so that you can receive events.
To set up the NICE Events Spy to receive events:

1. On the NICE Interactions Center, navigate to the Integrations folder (the default location is
D:\NICECTI\Integrations). Double-click EventSpy.exe. The Events Spy window appears.
Figure 7-4 Events Spy Window
Event Type
Column
2. From the Connections menu, select Mailslot Connections for Receiving Events > Open
Mailslot. The Events Spy - Mailslot Name window appears.
Figure 7-5 Events Spy - Mailslot Name Window
3. Enter the name of the mailslot you defined in setting up the NICE Events Spy tool. Click OK.
The Events Spy begins to receive events from the switch. The events are listed in the Event
Type column of the Events Spy window, see Figure 7-4.
NICE Events Spy
Saving Events
NICE Events Spy enables you to:
• Create and save events in an active log file.
• Save all current events.
• Save selected current events.
You can save the files in either .xml or .bin formats.
Saving Events in a Log File

This option enables you to create a log file that saves all events from the time you create the file
until you close it.
To save events in a log file:

1. From the File menu, select Log to File.
2. To create a log file using the .xml format, click Log to XML File. To create a log file using the
.bin format, click Log to Binary File. The Save as window appears.
3. Save the file in any convenient location.
NOTE: To view the contents of any of the log files you created, from the File menu click
Open Log File.
Saving Current Events

This option enables you to create a file in which you can save all events that currently appear in the
Event Type column.
To save current events:

1. From the File menu, select Save Current Events to File.
2. To create a file using the .bin format, click Save all Events to Binary File. To create a file
using the .xml format, click Save all Events to XML File. The Save as window appears.
Saving Selected Current Events

This option enables you to create a file in which you can save selected events from the list that
currently appears in the Event Type column.
To save selected current events:

1. Select the events you want to save, clicking the events while holding down the <Ctrl> key.
2. From the File menu, select Log to File.
NICE Events Spy
3. To create a file using the .bin format, click Save Only Selected Events to Binary File. To
create a file using the .xml format, click Save Only Selected Events to XML File. The Save
as window appears.
Setting Up the SimCTILink Tool

The SimCTILink tool simulates the transfer of events to the Connection Manager as if they
originated in the PABX. This enables you to save and analyze them without having to actually use
the PABX itself.
WARNING
Use of the SimCTILink tool must be coordinated in advance with NICE Systems and must be
performed only by authorized personnel. DO NOT attempt to use this tool on your own.
You must therefore leave the parameter default value as No unless specifically instructed to do
so by NICE Customer Support.
Sending Events
WARNING
You can send events to NICE Systems using the Events Spy window. Sending events is only
done when using the SimCTILink tool, and must be coordinated in advance with NICE Customer
Support.
Connection Manager Monitor

The NICE Connection Manager Monitor tool enables you to view the contents of the Connection
Manager’s tables. It also enables you to verify if:
• Devices are monitored
• Monitored devices are filtered
and
• Displays the loaded CTI links
• Displays connected clients.
Your next step is to connect the Connection Manager Monitor tool to the Connection Manager as a
client. It then receives events in addition to monitoring devices, enabling you to conduct simple
tests without running a driver.
This section describes the following topics:

• Setting Up the Connection Manager Monitor
• Managing the Connection Manager Monitor
Setting Up the Connection Manager Monitor

To set up the Connection Manager Monitor, follow the procedures below.
To set up Connection Manager Monitor:

1. In the NICE Interactions Center, navigate to the Integrations folder (the default location is
D:\NICECTI\Integrations). Double-click ConnectionManagerMonitor.exe. The
Connection Manager Monitor window appears.
Figure 7-6 Connection Manager Monitor Window
2. From the Monitor menu, select Connect. The Select Connection Manager window appears.
Figure 7-7 Select Connection Manager Window
Enter the Connection

Manager ID of the NICE
Interactions Center to which
you want to connect
3. Enter the Connection Manager ID of the NICE Interactions Center to which you want to
connect. Click OK. The Connection Manager Monitor displays the contents of the Connection
Manager tables.
Figure 7-8 Connection Manager Window - Tables
4. From the Client menu of the Connection Manager Monitor window, select Connect. The
Select Connection Manager window appears.
Figure 7-9 Connection Manager Window - Client Menu
Enter the Connection

Manager ID of the NICE
Interactions Center to which
you want to connect
5. Enter the Connection Manager ID of the NICE Interactions Center to which you want to
connect. Click OK.
After the Connection Manager Monitor establishes connection to the desired Connection
Manager, the Monitor, Stop Monitor, and Disconnect options in the Client menu become
enabled. The Client connection appears in the Clients area.
Figure 7-10 Connection Manager Monitor - Client Connection in Clients Area
Client
connection
6. From the Client menu, select Monitor. The Monitor Device window appears.
Figure 7-11 Monitor Device Window
6.1. In the Device ID field, enter the Device ID number of the Connection Manager to
which you want to connect.
6.2. In the Switch ID field, enter the Switch ID number.
6.3. From the Device Type drop-down list, select the appropriate device type.
6.4. Click Monitor. The response appears in the Output area.
Figure 7-12 Output Area
IMPORTANT
The Connection Manager Monitor window does not continuously refresh the data displayed in
the window; it only displays the data current at the time you establish the connection. To update
the data displayed in the window, click Update.
7. Click Update. The new Client appears in the Client Device Requests area.
Figure 7-13 Connection Manager Monitor - Client Device Requests Area
New
Client
Managing the Connection Manager Monitor

This section includes the following topics:
• Stopping the Connection Manager Monitor
• Disconnecting the Connection Manager Monitor Client
Stopping the Connection Manager Monitor
This procedure describes how to stop the Connection Manager Monitor when it is functioning as a
client.
To stop the Connection Manager Monitor:

1. From the Client menu of the Connection Manager Monitor window, select Stop Monitor. The
Stop Monitor Device window appears.
Figure 7-14 Stop Monitor Device Window
2. Enter the Device ID number and the Switch ID of the device you want to stop monitoring.
3. Click Stop Monitor. The response appears in the Output area.
Disconnecting the Connection Manager Monitor Client
This procedure describes how to disconnect the Connection Manager Monitor when it is
functioning as a client.
To disconnect the Connection Manager Monitor Client:

• From the Client menu of the Connection Manager Monitor window, select Disconnect.
The Client connection of the Connection Manager no longer appears in the Clients area and in
the Client Device Requests area.
Log Manager System
Log Manager System

The Log Manager system logs all significant system activity and maintains a log of all data,
enabling you to view the history of all relevant system activity.
The Log Manager system has the following main components:
• Log Manager
• Log Manager Services
• Log Viewer
Log Manager
The Log Manager creates log message files and/or sends information regarding the Console and
the Event Log according to the predefined Reporting Level filter.
WARNING
Reporting Levels may be helpful for troubleshooting. However, making changes to the Reporting
Levels can greatly add to the load on your system. Changing Reporting Levels should therefore
be done only by authorized personnel and in conjunction with NICE Customer Support.
You can set the Reporting Levels in any of the integration branches e.g. in the Connection
Managers, in the Drivers, in the Key Managers, in the Media Provider Controllers (Observers), or
in the New Driver wizards when you initially set up the driver.
By default, Reporting Levels are defined for the following:
• File - reports to the Log file located in the Integrations installation folder
• Event Log - reports to the Log files located in the Event Viewer
NOTE: The Event Viewer is a Microsoft feature which can be viewed under the
Control Panel > Administrative Tools.
If necessary, you can also manage the size of the log files, the amount of disk space dedicated to
them, and the number of days you wish to keep log files.
To define the Reporting Levels:

1. You can set the Reporting Level in any of the branches, see the examples below:
• In the Organization tree, expand [Master Site] > CTI Integrations > Connection
Managers and click the relevant Connection Manager. In the Connection
Manager Details area, expand Reporting Level.
-or-
• In the Organization tree, expand [Master Site] > CTI Integrations > Drivers. In the
Driver General Information area, expand Driver Reporting Level.
NOTE: Replace Master Site with your relevant site name.
Log Manager System
Figure 7-15 Driver Reporting Level Area
Click Edit
2. Select the desired row and click Edit . The Set Reporting Level window appears.
Figure 7-16 Set Reporting Level Window
3. Select the checkboxes for the reporting levels you want to include and click OK.
NOTE: It is highly recommended that you do not change the settings of the default
reporting levels. Changing reporting levels should be done only by authorized
personnel and in conjunction with NICE Customer Support.
4. In the relevant log field, type the new setting and click Save .
Log Manager System
Log Manager Services

The Log Manager’s second module can be found in Services. It consists of two Log Manager
related services:
• Nice Integration Log Retention
• Nice Integration Reporting Level Dumper
WARNING
You should not change any values in the Registry. All changes should be made through the
System Administrator application and be done only by authorized personnel and in conjunction
with NICE Customer Support.
Log Manager System
Log Viewer
The Log Viewer enables you to view the log files and to filter them. You can keep several logs
open at the same time.
Filtering Logs
You can filter the logs according to the following criteria:

• Reporting Level: Clear the Reporting Levels that are irrelevant.
• Date - Time Range: Select the appropriate time range.
• Module name: Clear any modules that are irrelevant.
• Thread ID: Clear any thread IDs that are irrelevant.
• Message: Type any relevant message.
To filter a log file:

1. In the NICE Interactions Center, navigate to the Tools folder (the default location is
D:\NICECTI\Integrations\Tools).
2. Double-click LogViewer.exe. The Log Viewer window appears.
3. Using Windows Explorer, select the relevant log files and drag them to the Log Viewer.
4. In the Filter area, select the relevant filter options.
Figure 7-17 Log Viewer Window
Click Filter
5. Click Filter.
The filtered logs appear in the Log Viewer window.
6. To save the filtered log file for future reference, from the File menu, select Save as. The Save
as window appears.
7. Name the filtered log file appropriately.
Log Manager System
Searching Logs
The Log Viewer enables you to search for specific text within a specific column or within all
columns. The Log Viewer remembers past searches.
To search for a specific text value:

1. From the Edit menu, select Find. The Find window appears.
Figure 7-18 Find Window
2. Click the In column drop-down list and select the relevant search basis.
3. Click Find next.
Observer Tester
Observer Tester
The Observer Tester only works with the Avaya DMCC driver. The following instructions
describe how to observe a device with a virtual device in By Device mode.
The Observer Tester must be initialized with the Avaya DMCC Driver, once only, at the
beginning.
To work with the Observer Tester:

1. Stop the logger and keep only the Observer Driver running.
2. From the Integration folder, on the Logger, run the ObserverTester.exe file. The Observer
Tester window appears.
Figure 7-19 Observer Tester Window
3. Form the IObserver menu, select Initialize.

Figure 7-20 Observer Tester - IObserver > Initialize
4. To allocate a channel to the virtual device (registration of the virtual device), after Initialize
succeeded appears, from the IObserver menu, select Allocate Channel.
Observer Tester
Figure 7-21 Observer Tester - IObserver > AllocateChannel
The Allocate Channel window appears.

Figure 7-22 Allocate Channel Window
Device ID Virtual device ID (must be configured in the Avaya group)

Switch ID Physical switch ID of the DMCC interface
Interface ID DMCC interface ID
Observation Mode By Device or By Call
6. Click OK. A message appears in the window showing the allocated channel.
Observer Tester
Figure 7-23 Observer Tester - Allocated Channel
7. In the IChannel menu, select Configure to configure a channel for observation.

Figure 7-24 Observer Tester - IChannel > Configure
The Configure Channel window appears.

Figure 7-25 Configure Channel Window
Observer Tester
Device ID Virtual device ID

Switch ID Physical Switch ID of the DMCC interface
Target IP Target IP of the packets (logger or soft phone)
Target Port Target port of the target IP
9. Click OK. A message appears in the window showing the configuration.

Figure 7-26 Displayed Configuration
10. From the IChannel menu, select Start to observe a device.

Figure 7-27 Observer Tester - IChannel > Start
11. The Channel Start window appears.
Observer Tester
Figure 7-28 Channel Start Window
Device ID Virtual device ID

To Device Device to observe (By Device)
Call ID Call ID to observe (By Call)
13. Click OK. A message appears in the window showing the started channel.
Figure 7-29 Observer Tester - Started Channel
14. To stop the observation, select Stop from the IChannel menu.
Observer Tester
Figure 7-30 Observer Tester - IChannel > Stop
The Channel Stop window appears.

Figure 7-31 Channel Stop Window
Device ID Virtual device ID to stop observing

16. Click OK. A message appears in the window showing that the observation was stopped.
Observer Tester
Figure 7-32 Observer Tester - Observation Stopped
17. To reset the observation, select Reset from the IChannel menu.
Figure 7-33 Observer Tester - IChannel > Reset
18. The Release Channel window appears.

Figure 7-34 Release Channel Window
Observer Tester
Device ID Virtual device ID to reset

20. Click OK. A message appears in the window showing the reset channel.
Figure 7-35 Observer Tester - Reset Channel
21. To release the channel, select ReleaseChannel from the IObserver menu.
Figure 7-36 Observer Tester - IObserver > ReleaseChannel
The Release Channel window appears.
Observer Tester
Figure 7-37 Release Channel Window
Device ID Virtual device ID to release

23. Click OK.

24. To disconnect from the driver, select Finalize from the IObserver menu.
Figure 7-38 Observer Tester - IObserver > Finalize
A message appears in the window showing that you are disconnected from the driver.
Observer Tester
Figure 7-39 Observer Tester - Driver Disconnected
8
Avaya DMCC Dashboard
The Avaya DMCC Dashboard enables you to simulate the processes that the NICE DMCC driver
is required to perform. This tool is important for debugging and troubleshooting. If this tool fails to
do any operations, the NICE DMCC driver will probably fail as well. In addition, this tool can
facilitate in identifying issues in either the Avaya or the NICE side.
The Avaya DMCC Dashboard simulates the following processes:
• Starting an application session
• Getting a device ID for a virtual extension
• Monitoring a virtual extension
• Registering a virtual extension (Terminal)
• Performing Observation
NOTE: The Avaya Dashboard described in this section is a pre-GA version, therefore,
its user interface may change in the future.
Contents
Starting a DMCC Dashboard Application Session ....................................................130

Getting the Device ID ...................................................................................................133
Monitor ..........................................................................................................................135
RegisterTerminal...........................................................................................................136
Service Observation .....................................................................................................138
Troubleshooting ...........................................................................................................139
Chapter 8: Avaya DMCC Dashboard 129
Starting a DMCC Dashboard Application Session

Opening a DMCC Dashboard Session
To open a DMCC Dashboard session:

1. Open the DMCC Dashboard.
Figure 8-1 DMCC Dashboard - Main Window
2. Hold your mouse over the Start Application Session button. All Start Application Session
mandatory fields appear highlighted in blue.
TIP: Holding the mouse over any action button will highlight its relevant mandatory
fields.
3. Define mandatory fields as follows:
DMCC IP Enter the AES IP address.

DMCC Socket For a secure connection, define 4722.
For an unsecure connection, define 4721.
Note: Port 4722 is the default port available on the AES. If you need to
work in unsecured mode, port 4721 must be opened in the AES.
Secure Socket Mark this option, only if you selected port 4722 in the DMCC Socket
field.
DMCC login Enter the AES username.

DMCC Password Enter the AES password for the defined username.
Session Name Leave the default value.
Session Duration Leave the default value.
Requested Select 3.1.
Protocol
4. Click Start Application Session.

5. Proceed to Validating the session on page 132.
Validating the session

You can validate whether an application session opened successfully by checking the following
fields:
• Session Ids
• XML To/From DMCC
• Events
A Successful Session
A successful session is indicated when these fields display the following values:
Session Ids A session ID is displayed.
XML To/From DMCC Incoming XML from the DMCC server with
StartApplicationSessionPosRespopns and with a session Id are
displayed.
Events Start Application Session Response with the session ID is displayed.
A Failed Session
A failed session is indicated when these fields display the following values:
Session Ids No session Id is displayed.
XML To/From DMCC Incoming XML from DMCC displays
StartApplicationSessionNegResponse, indicating that the open session
failed.
The XML content contains the reason for the session creation failure.
Events Start Application Session Response with the session Id.
Getting the Device ID

Holding your mouse over Get Dev. ID highlights the relevant mandatory fields for getting the
device ID.
The mandatory fields are:
Extension Enter a virtual extension.
CM IP Addr./Name Enter the symbolic name.
To get the device ID:

1. Enter values, as described above, in the mandatory fields.
2. Click Get Dev. ID.
Validating Getting the Device Id

The Device Ids and XML To/From DMCC fields indicate whether you succeeded in getting the
device Ids.
Success in Getting the Device Id

Success in getting the device Id is indicated when these fields show the following:
Device Ids A string displaying the defined virtual device.
XML To/From DMCC Incoming XML from DMCC with GetDeviceIdResponse with the
successfully created device Id for that virtual extension.
Events The get device id response displaying the device Id.
TIP: The device Id format is as follows:

Extension:SymbolicName:CLanIP
EXAMPLE:
Virtual extension: 43424
Symbolic name: Avaya4MS1
The CLAN: 192.168.241.64
The device Id will look like this: 43424:Avaya4MS1:192.168.241.64:0
Failure in Getting the Device Id

Failure in getting the device Id is indicated when these fields show the following:
Device Ids No virtual extension is displayed.
XML To/From DMCC There is an exception in the XML To/From DMCC field, indicating a
failure in getting a device Id for that virtual extension.
Events An exception is displayed.
TIP: To review the failure description: Check the XML received from the DMCC server
under the message tag at the beginning of the exception XML.
Monitor
Monitor
Starting Monitor
Holding the mouse over Start Monitors highlights all the Monitor virtual extension mandatory
fields in light blue.
Phone/Media/Call Leave default events.
Information Events
Device Id In the Device Ids field, select a virtual extension.
To start Monitor:
1. In the Device Ids field, select a virtual extension.
2. Click Start Monitors.
Validating Monitor
Success in Monitoring Virtual Extensions
Success in validating monitor is indicated when these fields show the following:
Monitor Ids Three (3) monitor keys are displayed for the same virtual extension
for Device, Media, and Call Information.
XML To/From DMCC An incoming MonitorStartResponse XML from DMCC with the
monitor key is displayed.
Events Three (3) Start Monitor Response messages from the DMCC are
displayed.
Failure to Monitor Virtual Extensions

Failure to monitor is indicated when these fields show the following:
Monitor Ids No monitor keys are displayed for the defined virtual extension.
XML To/From DMCC An incoming XML exception from the DMCC server is displayed.
Events An exception is displayed.
RegisterTerminal
RegisterTerminal
Registering a Terminal
Holding the mouse over Register Terminal highlights all the mandatory fields for registering a
terminal in light blue.
Password Enter the password of the virtual extension (usually 1234).
Force Login Leave the default value.
Media Control Select Client Mode.
Codec Select the supported codec.
Device Id Select a virtual extension.
RTP IP Addr Enter the IP address of the computer to which you need to send the
RTP.
RTP Port Enter the port of the computer to which you need to send the RTP.
RTCP IP Addr Enter the same IP address as the RTP IP address.
RTCP port Enter the same port number as the RTP Port.
To register a terminal
1. Enter values, as described above, in the mandatory fields.
2. Click Register Terminal.
Validating the Terminal Registration

Successful Terminal Registration
When the terminal registration succeeds, the following occurs:
1. A RegisterTerminalResponse XML message from the DMCC server is displayed in the XML
To/From DMCC field.
2. A RegisterTerminalResponse XML message from the DMCC server is displayed in the Events
field.
3. Events from the registered virtual extension will arrive. The events are displayed in the Events
and XML To/From DMCC fields.
WARNING
Make sure you didn’t get an exception XML message in the Events or XML To/From DMCC
fields.
RegisterTerminal
Failed Terminal Registration

If the terminal registration fails, the following occurs:
1. The RegisterTerminalResponse XML from the DMCC server displays registration failure
messages in the XML To/From DMCC field.
2. The Events field displays the reason for the registration failure.
3. The Register Terminal button remains enabled.
4. Events from this terminal will not arrive.
Service Observation
Service Observation
After you successfully complete Registering a Terminal on page 136, you can simulate Service
Observation.
To simulate Service Observation:

1. In the number pad, enter the following:
• The observation code
• The number of the extension which you want to perform Service Observation.
NOTE: To stop Service Observation, click On Hook.
EXAMPLE:
The observation code is *19 and you want to observe extension 43022.
To simulate Service Observation, after completing registration, in the number pad, press
*1943022.
The RTP stream will arrive to the defined IP address and Port that you defined previously in the
RTP IP Addr. and Port fields during the registration process.
TIP: There exist several RTP applications that can capture and play back RTP back in
the local computer, for example, RTPTester and JMStudio.
Troubleshooting
Troubleshooting
• Problem 1
When trying to register a terminal, the following exception is displayed:
Registration Reject reason: resourceUnavailable
Shared control denied because the DCP phone is out of service
Solution
Before clicking the Register Terminal button, the correct Media Control mode may not have
been selected. To properly highlight Client Mode in blue, it must be clicked with the mouse.
• Problem 2
Certain fields cannot be edited because they are grayed out.
Solution
Clear the Auto enable/disable fields in the top center of the DMCC Dashboard application.
A
Avaya DMCC Additional Parameters
CTI Interface - Additional Switch Parameters ............................................................142

Reporting Levels ..........................................................................................................145
Logger Parameters for Instant Callback.....................................................................145
Connection Manager - Additional Parameters...........................................................146
Connection Manager - Interface Parameters .............................................................148
Media Provider Controller - Additional Parameters ..................................................150
Appendix A: Avaya DMCC Additional Parameters 141
CTI Interface - Additional Switch Parameters
WARNING
Changing parameters may have severe effects on your system. Therefore changing the CTI
Interface Additional Parameters, or creating new ones, should be done only by authorized
personnel.
To access the CTI Interface Additional Switch Parameters:

1. In System Administrator, verify that you are working in Technician mode: From the Settings
menu, select Technician Mode.
2. In the Organization tree, select your Master Site. Then select CTI Integrations > CTI
Interfaces and select your Avaya DMCC CTI Interface.
The Choose CTI Interface window appears. The General tab is selected.
Figure A-1 Choose CTI Interface Window - General Tab
3. Click the Connection tab and expand the Additional Switch Parameters area.
Figure A-2 Choose CTI Interface Window - Connection Tab > Additional Switch Parameters
The following predefined additional parameters appear for the Avaya DMCC CTI Interface:
Default
Parameter Name Description
Value
ProtocolVersion The currently supported DMCC protocol 3.1
version.
ObservationCode The code defined on the site for manual
service observation. If observation by device
(total or selective) is required, this parameter
must be defined.
LinkFIFOSize Maximum number of accumulated events from 500
the AES to the DMCC interface before events
are dropped. Increasing this value can
improve performance in the event that the
Logger is slow and events arrive in peaks.
However, do not change this parameter
unless authorized to do so!
ResourceCleanupDelay Timeout, in seconds, for retaining client 0
application resources on the AES server when
a client is disconnected.
Warning: Changing this value can cause the
system to malfunction.
Default
Value
SessionDuration DMCC link session duration. 60
This parameter affects Keep Alive message
generation. Keep Alive messages are sent at
intervals of 1/3 of this time.
Note: If no Keep Alive message is sent within
this time period, the DMCC service on AES
will think that the client is dead.
CMAPIApplicationName Optional parameter - used for identifying the
current application on AES server.
KeepAliveAttemptsOnNoResponse Number of times the CTI Interface will attempt 3
to resend failed Keep Alive messages.
4. Double-click the row of the relevant parameter.

The Driver Additional Parameter window appears.
5. Enter the desired value in the Value field.
6. Click OK.
7. Click .
NOTE: You can also create and add additional parameters by clicking the Add button.
Reporting Levels
Reporting Levels
The Log Manager creates log message files and/or sends information regarding the Console and
the Event Log according to the predefined Reporting Level filter. See Editing Reporting Levels
on page 99.
Logger Parameters for Instant Callback

When configuring Instant Callback, the following parameters must be set in the Logger.
For T1 Instant Callback
IDLE signaling $2
Seize signaling $E
Seize acknowledge signaling $E
Call-answer signaling $E
Clear forward signaling $2
Clear backward signaling $2
Wink signaling $2
For E1 Instant Callback
IDLE signaling $D
Seize signaling $5
Seize acknowledge signaling $5
Call-answer signaling $5
Clear forward signaling $D
Clear backward signaling $D
Wink signaling $D
Connection Manager - Additional Parameters

WARNING
Changing parameters may have severe effects on your system. Therefore changing the
Connection Manager Additional Parameters, or creating new ones, should be done only by
authorized personnel.
To access Connection Manager Additional Parameters:

2. In the Organization tree, select your Master Site. Then select CTI Integrations >
Connection Managers and select your Connection Manager.
The Connection Manager Details window appears. The General tab is selected.
Figure A-3 Connection Manager Details
3. Expand the Additional Parameters area. The following predefined additional parameters
appear:
Default
Value
MaxClientDeviceRequests Defines the maximum number of device 1000
requests the Connection Manager can handle.
MaxClientRequests Defines the maximum number of client 1000
requests the Connection Manager can handle.
MaxClients Defines the maximum number of clients that 100
can be attached to the Connection Manager.
MaxMonitoredDevices Defines the maximum number of monitored 1000
devices up to which the Connection Manager
can handle. For example, if the value is 1000
the Connection Manager can handle 999
monitored devices.
MaxSwitchIdToCTILinkEntries Defines the maximum number of CTI links the 10
Connection Manager can handle.
4. To change a default value, double-click the row of the parameter you need to change.
The CM Additional Parameter window appears.
5. In the Value field, enter a new value and click OK.
6. Click .
NOTE: You can also create and add additional parameters by clicking the Add
button.
Connection Manager - Interface Parameters

WARNING
Changing parameters may have severe effects on your system. Therefore changing the
Connection Manager Interface Parameters, or creating new ones, should be done only by
authorized personnel.
To access Connection Manager Interface Parameters:

2. In the Organization tree, select your Master Site. Then select CTI Integrations >
Connection Managers and select your Connection Manager.
3. Click the Interfaces tab.
The Attach CTI Interfaces window appears.
4. Expand the Configure Connection Manager - Interface Parameters area.
Figure A-4 Attach CTI Interfaces - Configure Connection Manager - Interface Parameters
The following predefined additional parameters appear:
Default
Value
DllName The name of the DLL that contains the CTI Link read-only
translator. This DLL is dynamically installed
when you define a new Connection Manager.
KeepAliveInterval Defines the Keep Alive Interval time. The value 30
is defined in seconds
UseSpy Defines if the Connection Manager reports link No
events to the NICE Events Spy tool.
(Refer to NICE Events Spy on page 102)
SpyMailSlotName Defines the name of the mailslot between the
Connection Manager and the NICE Events Spy
tool.
IMPORTANT: Define this parameter only if you
defined Yes for the UseSpy parameter.
UseSimCTILink Defines if the Connection Manager uses the No
SimCTILink tool to read events.
See Setting Up the SimCTILink Tool
on page 107.
SimMailSlotName Defines the name of the SIM mailslot between
the Connection Manager and the Spy tool.
IMPORTANT: Define this parameter only if you
defined Yes for the UseSimCTILink parameter.
7. Click .
button.
Media Provider Controller - Additional Parameters
To access the Media Provider Controller Additional Parameters:

2. In the Organization tree, select your Master Site. Then select CTI Integrations > Media
Provider Controllers and select your Media Provider Controller.
The Media Provider Controller General Information window appears.
Figure A-5 Media Provider Controller General Information Window
3. Expand the Media Provider Controller Parameters area.

The following predefined additional parameters appear:
Figure A-6 Additional Media Provider Controller Parameters
Default
Value
ThreadPoolSize Number of threads in the Thread pool. 10
Time (in milliseconds) for waiting for a 5000
ResponseTimeOut
response.
Time (in milliseconds) for waiting for the register 180000
RegisterResponseTimeOut
response.
Delay (in milliseconds) between channel 2000
DelayBetweenChannelStartRecover
reobservation.
Delay (in milliseconds) between channel 20000
DelayBetweenChannelConfigureRecover
reconfigure.
Number of times the Media Provider Controller 4
NumOfCMConnectRetries tries to connect to the Connection Manager
during initialization.
Time (in milliseconds) for waiting between each 5000
DelayBetweenCMConnectRequests
Connection Manager connect request.
Media Provider Controller dll name. CAMPIOb
ObserverDllName
server.dll
Delay (in milliseconds) between off-hook and 50
Observation requests. Used in Service
DelayBetweenOffhookAndStart
Observation, this is the time between taking a
new line and starting to dial.

6. Click .
button.
B
Capacity Matrix for Avaya DMCC
Recording
This appendix provides a basic capacity matrix for different AVAYA switches and architectures.
The matrix is based on scenarios in which customers called via a T1 trunk, agents used an IP or
digital (DCP) phone, and the DMCC phone performed All Calls Recording implemented via
Service Observation on the agent extension. All the scenarios used a single media gateway (G700)
or a single port network (MCC/SCC/G650/G600).
The information in this appendix is based on information supplied by AVAYA. To evaluate full
design considerations in the Avaya DMCC environment, go to www.extranice.com, and refer to
the following documents:
• Design Considerations for Services Server (DMCC) and AVAYA Communication Manager for
Call Recording Solutions
• IP Voice Quality Network Requirements for Communication Manager API
Appendix B: Capacity Matrix for Avaya DMCC Recording 153
Codec
Type for Codec
Gateway CMAPI Type for Total
Server Type Type Phones Phones Phone Type Timeslots Total Slots Calling Capacity VOIP Capacity Slot Usage
One VOIP resource per

Max 6 T1s of incoming Phone with a total of
traffic (Max 144 CMAPI two per recording
Phones, 144 IP session. Maximum for
Phones, 144 T1 Trunk 144 simultaneous calls
ports) all is 288 VOIP Resources
simultaneously in a which is 5 MEDPRO 6 T1 + 5 MEDPRO + 1 for
18 for SCC recording session cards. Add an extra EXTRA MEDPRO = 12
and 90 for (uses up 432 MEDPRO card for slots + slots for CLAN if
S8700 MultiConnect MCC or SCC G.711 G.711 IP Phone 484 MCC timeslots). failover. needed
Two VOIP resources

per Phone with a total
Max 6 T1s of incoming of 4 per recording
traffic (Max 144 CMAPI session. Maximum for
Phones, 144 IP 144 simultaneous
Phones, 144 T1 Trunk recording sessions is
ports) all 576 VOIP resources
simultaneously in a which is 9 MEDPRO
18 for SCC recording session Cards. Add an extra 6 T1 + 9 MEDPRO + 1 for
and 90 for (uses up 432 MEDPRO card for EXTRA MEDPRO= 16 slots
S8700 MultiConnect MCC or SCC G.729 G.729 IP Phone 484 MCC timeslots). failover. + slots for CLAN if needed
154
Codec
Type for Codec
One VOIP resources

per CMAPI Phone and
two VOIP resource per
IP Phone with a total of
Max 6 T1s of incoming 3 VOIP resources per
traffic (Max 144 CMAPI recording session.
Phones, 144 IP Maximum for 144
Phones, 144 T1 Trunk simultaneous recording
ports) all sessions is 432 VOIP
simultaneously in a Resources which is 7 6 T1 + 7 MEDPRO + 1 for
18 for SCC recording session MEDPRO Cards. Add EXTRA MEDPRO = 14
and 90 for (uses up 432 an extra MEDPRO card slots + slots for CLAN if
S8700 MultiConnect MCC or SCC G.711 G.729 IP Phone 484 MCC timeslots). for failover. needed
Two VOIP resources

per CMAPI Phone and
one VOIP resource per
simultaneously in a rescources which is 7 6 T1 + 7 MEDPRO + 1 for
18 for SCC recording session MEDPRO Cards. Add EXTRA MEDPRO = 14
and 90 for (uses up 432 an extra MEDPRO card slots + slots for CLAN if
S8700 MultiConnect MCC or SCC G.729 G.711 IP Phone 484 MCC timeslots). for failover. needed
155
Codec
Type for Codec

CMAPI Phone with a
total of 1 VOIP
Max 6 T1s of incoming resource per recording
Phones, 144 DCP 144 simultaneous
ports) all 144 VOIP Resources
simultaneously in a which is 3 MEDPRO 6 T1 + 6 DCP + 3
18 for SCC recording session cards. Add an extra MEDPRO + 1 for EXTRA
and 90 for (uses up 432 MEDPRO card for MEDPRO = 16 slots +
S8700 MultiConnect MCC or SCC G.711 NA DCP Phones 484 MCC timeslots). failover. slots for CLAN if needed
Two VOIP resources

per CMAPI Phone with
a total of 2 VOIP
Max 6 T1s of incoming resources per
Phones, 144 DCP Maximum for 144
simultaneously in a Resources which is 5 6 T1 + 6 DCP + 5
18 for SCC recording session MEDPRO cards. Add MEDPRO + 1 for Extra
and 90 for (uses up 432 an extra MEDPRO card MEDPRO = 18 slots + slots
S8700 MultiConnect MCC or SCC G.729 NA DCP Phones 484 MCC timeslots). for failover. for CLAN if needed
156
Codec
Type for Codec
One VOIP resources

per CMAPI Phone and
one per IP Phone with
Max 2 T1s of incoming a total of 2 VOIP
traffic (Max 48 CMAPI resources per
Phones, 48 IP Phones, recording session.
48 T1 Trunk ports) all Maximum for 48
simultaneously in a simultaneous recording
4 + 1 VOIP recording session sessions is 96 VOIP 2 T1 + 1 VOIP card = 3
on (uses up 144 Resources which is 2 slots + 1 VOIP on the
S8700 MultiConnect G700 G.711 G.711 IP Phone 484 motherboard timeslots). VOIP cards. motherboard
Two VOIP resources

per CMAPI Phone and
two per IP Phone with
One VOIP resources

per CMAPI Phone and
157
Codec
Type for Codec
Two VOIP resources

per CMAPI Phone and
One VOIP resources

Max 1 T1s of incoming per CMAPI Phone with
traffic (Max 24 CMAPI a total of 1 VOIP
Phones, 24 DCP resource per recording
Phones, 24 T1 Trunk session. Maximum for
ports) all 24 simultaneous
4 + 1 VOIP simultaneously in a recording sessions is 1T1 + 3 DCP Cards = 4
on recording session 24 VOIP Resources slots + 1 VOIP on the
S8700 MultiConnect G700 G.711 NA DCP Phones 484 motherboard (uses up 72 timeslots). which is 1 VOIP card. motherboard
Two VOIP resources

Phones, 16 DCP recording session.
Phones, 16 T1 Trunk Maximum for 16
ports) all simultaneous recording
4 + 1 VOIP simultaneously in a sessions is 32 VOIP 1T1 + 2 DCP Cards = 3
on recording session Resources which is 1 slots + 1 VOIP on the
S8700 MultiConnect G700 G.729 NA DCP Phones 484 motherboard (uses up 48 timeslots). VOIP card. motherboard
158
Codec
Type for Codec

Phone with a total of
Max 4 T1s of incoming two per recording
Phones, 96 IP Phones, 96 simultaneous calls
96 T1 Trunk ports) all is 192 VOIP Resources
recording session cards. Add an extra 4 T1 + 3 MEDPRO + 1
9 (1 reserved (uses up 288 MEDPRO card for extra MEDPRO = 8 slots +
S8500/S8700 IPConnect G600 G.711 G.711 IP Phone 484 for IPSI) timeslots). failover. slots for CLAN if needed
Two VOIP resources

Max 3 T1s of incoming of 4 per recording
Phones, 72 IP Phones, 72 simultaneous calls
72 T1 Trunk ports) all is 288 VOIP Resources
simultaneously in a which is 5 MEDPRO 3 T1 + 5 MEDPRO + 1
recording session cards. Add an extra extra MEDPRO OR slots
9 (1 reserved (uses up 216 MEDPRO card for for CLAN if needed = 9
S8500/S8700 IPConnect G600 G.729 G.729 IP Phone 484 for IPSI) timeslots). failover. slots
One VOIP resources

per CMAPI Phone and
a total of 3 per
Max 3 T1s of incoming recording session.
traffic (Max 72 CMAPI Maximum for 72
Phones, 72 IP Phones, simultaneous calls is
72 T1 Trunk ports) all 216 VOIP Resources
S8500/S8700 IPConnect G600 G.711 G.729 IP Phones 484 for IPSI) timeslots). failover. slots for CLAN if needed
159
Codec
Type for Codec
Two VOIP resources

per CMAPI Phone and
a total of 3 per
Max 3 T1s of incoming recording session.
traffic (Max 72 CMAPI Maximum for 72
Phones, 72 IP Phones, simultaneous calls is
72 T1 Trunk ports) all 216 VOIP Resources
S8500/S8700 IPConnect G600 G.729 G.711 IP Phones 484 for IPSI) timeslots). failover. slots for CLAN if needed

Max 3 T1s of incoming CMAPI Phone with a
traffic (Max 72 CMAPI total of 1 per recording
Phones, 72 DCP session. Maximum for
recording session cards. Add an extra MEDPRO = 8 slots + slots
9 (1 reserved (uses up 216 MEDPRO card for for CLAN if needed OR
S8500/S8700 IPConnect G600 G.711 NA DCP Phones 484 for IPSI) timeslots). failover. extra MEDPRO for failover
Two VOIP resources

Max 2 T1s of incoming a total of 2 per
Phones, 48 DCP Maximum for 48
Phones, 48 T1 Trunk simultaneous calls is
recording session cards. Add an extra MEDPRO + 1 extra
9 (1 reserved (uses up 144 MEDPRO card for MEDPRO = 7 slots + slots
S8500/S8700 IPConnect G600 G.729 NA DCP Phones 484 for IPSI) timeslots). failover. for CLAN if needed
160
Codec
Type for Codec

Max 6 T1s of incoming Phone with a total of
traffic (Max 144 CMAPI two per recording
Phones, 144 IP session. Maximum for
simultaneously in a which is 5 MEDPRO 6 T1 + 5 MEDPRO + 1 for
13 (1 recording session cards. Add an extra EXTRA MEDPRO = 12
reserved for (uses up 432 MEDPRO card for slots + slots for CLAN if
S8500/S8700 IPConnect G650 G.711 G.711 IP Phones 484 IPSI) timeslots). failover. needed
Two VOIP resources

of 4 per recording
Max 4 T1s of incoming session. Maximum for
traffic (Max 96 CMAPI 96 simultaneous
Phones, 96 IP Phones, recording sessions is
96 T1 Trunk ports) all 384 VOIP resources
13 (1 recording session Cards. Add an extra 4 T1 + 6 MEDPRO + 1 for
reserved for (uses up 288 MEDPRO card for EXTRA MEDPRO= 11 slots
S8500/S8700 IPConnect G650 G.729 G.729 IP Phones IPSI) timeslots). failover. + slots for CLAN if needed
161
Codec
Type for Codec
One VOIP resources

per CMAPI Phone and
two VOIP resource per
13 (1 recording session MEDPRO Cards. Add EXTRA MEDPRO = 12
reserved for (uses up 360 an extra MEDPRO card slots + slots for CLAN if
S8500/S8700 IPConnect G650 G.711 G.729 IP Phones 484 IPSI) timeslots). for failover. needed
Two VOIP resources

per CMAPI Phone and
one VOIP resource per
13 (1 recording session MEDPRO Cards. Add EXTRA MEDPRO = 12
reserved for (uses up 360 an extra MEDPRO card slots + slots for CLAN if
S8500/S8700 IPConnect G650 G.729 G.711 IP Phones 484 IPSI) timeslots). for failover. needed
162
Codec
Type for Codec

CMAPI Phone with a
total of 1 VOIP
13 (1 recording session cards. Add an extra MEDPRO + 1 for EXTRA
reserved for (uses up 360 MEDPRO card for MEDPRO = 13 slots + slot
S8500/S8700 IPConnect G650 G.711 NA DCP Phones 484 IPSI) timeslots). failover. Cards. for CLAN if needed
Two VOIP resources

a total of 2 VOIP
13 (1 recording session cards. Add an extra MEDPRO + 1 for Extra
reserved for (uses up 288 MEDPRO card for MEDPRO = 12 slots + slots
S8500/S8700 IPConnect G650 G.729 NA DCP Phones 484 IPSI) timeslots). failover. for CLAN if needed
163
Codec
Type for Codec
One VOIP resources

per CMAPI Phone and
4 slots + 1 recording session sessions is 96 VOIP 2 T1 + 1 VOIP card = 3
VOIP on (uses up 144 Resources which is 2 slots + 1 VOIP on the
S8500/S8700 IPConnect G700 G.711 G.711 IP Phones 484 motherboard timeslots). VOIP cards. motherboard
Two VOIP resources

per CMAPI Phone and
One VOIP resources

per CMAPI Phone and
164
Codec
Type for Codec
Two VOIP resources

per CMAPI Phone and
S8500/S8700 IPConnect G700 G.729 G.711 IP Phone 484 motherboard timeslots). VOIP cards. motherboard
One VOIP resources

4 slots + 1 simultaneously in a recording sessions is 1T1 + 3 DCP Cards = 4
VOIP on recording session 24 VOIP Resources slots + 1 VOIP on the
S8500/S8700 IPConnect G700 G.711 NA DCP Phones 484 motherboard (uses up 72 timeslots). which is 1 VOIP card. motherboard
Two VOIP resources

4 slots + 1 simultaneously in a sessions is 32 VOIP 1T1 + 2 DCP Cards = 3
VOIP on recording session Resources which is 1 slots + 1 VOIP on the
S8500/S8700 IPConnect G700 G.729 NA DCP Phones 484 motherboard (uses up 48 timeslots). VOIP card. motherboard
165
Codec
Type for Codec
One VOIP resources

per CMAPI Phone and
S8300 G700 G.711 G.711 IP Phone 484 motherboard timeslots). VOIP cards. motherboard
Two VOIP resources

per CMAPI Phone and
One VOIP resources

per CMAPI Phone and
166
Codec
Type for Codec
Two VOIP resources

per CMAPI Phone and
One VOIP resources

4 slots + 1 simultaneously in a recording sessions is 1T1 + 3 DCP Cards = 4
VOIP on recording session 24 VOIP Resources slots + 1 VOIP on the
S8300 G700 G.711 NA DCP Phones 484 motherboard (uses up 72 timeslots). which is 1 VOIP card. motherboard
Two VOIP resources

4 slots + 1 simultaneously in a sessions is 32 VOIP 1T1 + 2 DCP Cards = 3
VOIP on recording session Resources which is 1 slots + 1 VOIP on the
S8300 G700 G.729 NA DCP Phones 484 motherboard (uses up 48 timeslots). VOIP card. motherboard
167
Index
A interaction-based recording
description 16
additional parameters
Connection Manager 146, 148 recording flow 18
CTI interface 142
Media Provider Controller 150 L
all calls recording license
description 16 verifying softphone registration 26
recording flow 19 limitations 20
architecture Log Manager 114
integration 15 services 116
site components 17 viewer 117
Logger parameters
C for Instant Callback 145
checklist, installation 24
connection failure M
troubleshooting 98 matrix, capacity for Avaya switches 153
Connection Manager Media Provider Controller
additional parameters 146, 148 additional parameters 150
Connection Manager Monitor installing 60
managing 113
setting up 109 N
CTI Connection NICE Interaction Center
configuration prerequisites 34 description 17
CTI Interface NiceLog Logger
configuration wizard 35 description 17
importing text files 53
CTI interface O
additional parameters 142 Observer Tester 119
E R
Events Spy recording solutions
defining SpyMailSlot Name parameter 104 all calls recording 16
defining the UseSpy parameter 103 interaction-based 16
receiving events 105 reporting levels
saving events 106 configuring 145
sending events 107
setting up 103 S
Service Observation
I description 15
SimCTILink tool 107
Instant Callback
Logger parameters 145 Single Step Conference
Interaction Center description 16
description 17 site installation workflow 12
Index 169
softphone registration virtual extension registration failure 98
verifying 26
SpyMailSlot Name parameter 104 U
symbolic name Unified Communications Manager
configuring 29 configuring the CTI interface 35
UseSpy parameter 103
T
text files V
importing 53 virtual extensions
tools defining Logger 27
Connection Manager Monitor 109 troubleshooting registration failure 98
Log Manager 114
NICE Events Spy 103 W
Observer Tester 119 workflow
SimCTILink 107 integration installation 13
troubleshooting site installation 12
connection failure 98
Index 170

Integration With Avaya DMCC

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Integration With Avaya DMCC

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NICE Perform®

Integration with Avaya DMCC

APAC Region: (Asia/Pacific)

The Americas Region: (North, Central, South America)

NICE invites you to join the NICE User Group (NUG).

International Headquarters-Israel North America

Revision Modification Date Description

A1 October 2008 • Small corrections made to the installation workflows

You Are Here - NICE Perform Site Installation Workflow ............................................ 12

You Are Here - NICE Perform Site Installation Workflow

Legend: Prepare Machines

Install and Connect one of the following:

Install VoIP Recording Gateway (VRG) and

Configure the NICE Interactions Center in the System Administrator

You are Here Configure and then Install CTI Integrations

Define Channel Mapping in the System Administrator

Install NICE IA Link Analysis Server

Install relevant optional components and define in System Administrator:

Install the latest approved NICE Update

Perform Required Installation and Acceptance Test Procedures

Avaya DMCC Integration Workflow

An Avaya System Administrator must be present during the

Prepare the Avaya Communication Manager

Configure the New CTI Connection

Install the NICE Interface with Avaya DMCC

Configure Channel Mapping

Restart the VoIP Logger

Define the VoIP Logger in System Administrator

Install and Configure your Switch Integration

NOTE: The following abbreviations are used:

Driver Switch Configuration

Available Recording Applications and Methods

Active VoIP Total, ROD, Interaction-Based Recording

NICE Interactions Center

Interaction-based Recording Architecture

NICE VoIP Logger

All Calls Recording Architecture

NICE VoIP Logger

Before You Begin the Integration.................................................................................. 24

Chapter 2: Preparing the Avaya DMCC Environment 23

Before You Begin the Integration

Table 2-1: Installation Checklist

The CTI server name

The correct CTI driver

Avaya DMCC username and password

Avaya DMCC symbolic name and password (The symbolic

Emulated Avaya DMCC soft phones (virtual IP phones) list

Passwords to the emulated Avaya DMCC soft phones

List of supported codecs (G711A/G711U/G729/G729A/G723)

List of supported encryption algorithms (AES_128_Counter/No

Avaya DMCC protocol version

List of phone models and firmware version

Chapter 2: Preparing the Avaya DMCC Environment 24

Preparing Avaya Communication Manager for Integration

Chapter 2: Preparing the Avaya DMCC Environment 25

Verify the License for Avaya DMCC Softphone Registration

To verify the license for the Avaya DMCC softphone registration:

Chapter 2: Preparing the Avaya DMCC Environment 26

Define the Logger’s Virtual Extensions

To define the Logger’s virtual extensions on the switch:

NOTE: Extension Type 4624 represents all soft phones.

Chapter 2: Preparing the Avaya DMCC Environment 27

Chapter 2: Preparing the Avaya DMCC Environment 28