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Class Manual
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4.0 070715
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DISCLAIMER
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Telephone/Fax (317) 872-3000
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DISCLAIMER TRAINING ENVIRONMENT
Interactive may teach techniques (for example, handler customization) that could result in
infringement liability. It is solely up to the end user to verify that the applications created by or on
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iii
TABLE OF CONTENTS
Chapter 1: Interaction Center Architecture
Module 1.1 Interaction Center Architecture 1-02
Chapter 3: Stations
Module 3.1 Managed IP Phone Configuration 3-02
Module 3.2 Auto-Provisioning 3-07
Module 3.3 Managed IP Phone Provisioning 3-10
Module 3.4 Station Configuration 3-12
Chapter 6: Regionalization
Module 6.1 IC Regionalization 6-02
iv
10-02
10-07
Chapter
www.inin.com/education
1.1
MODULAR APPROACH
Interaction Centers modular design logically separates each communication element from the other
communication elements. This modular approach allows the system to continue operating even if one
of the subsystems malfunctions or completely ceases to function. Also, if one component requires an
update, only the parts associated with that component are updatedthe entire system does not need
to be upgraded.
The primary components of this modular design are as follows:
Notifier Notifier is considered the heart of Interaction Center, and acts as a communications
hub that all other components of the Interaction Center platform use to communicate.
Notifier makes use of the TCP/IP protocol to communicate with the rest of the Interaction
Center platform and provides critical services. The Notifier component provides tremendous
advantages to the Interaction Center Platform as compared to other communications systems.
These advantages include:
Security Notifier makes it difficult for other applications to infiltrate sensitive corporate
communications.
Scalability Poorly designed systems frequently broadcast events instead of identifying
appropriate applications components. Notifier reduces overall network traffic by sending
event notifications only to components that are actually involved in the transaction. This
allows applications using the Interaction Cener Platform to handle much larger numbrs of
users and interactions.
1-02
Real-time updates Using the Notifier, information can be communicated to the various
Interaction Center platform components in real-time. For example, a supervisory application
can display the rea-time status of every agent in a call center. When an agent finishes a call
and hangs up the phone, an icon on the supervisors screen instantly changes (theres no need
for a Refresh button).
Interaction Processor Interaction Processor, (IP) tells the system how to behave when an
event occurs. IP controls the execution of the handlers (or the system programs) that provide
much of the systems functionality.
Telephony Services Telephony Services (TS) is another main component and is the only
component that communicates directly with the hardware including the gateway. TS allows the
Interaction Center platform to detect telephony events (e.g., incoming calls, DTMF digits, call
disconnects, etc.) and to perform operations on telephone calls (e.g., transfer them, conference
them together, record them, play audio to them, etc.). Recognize that subsystems such as the
Exchange Connector, Web Services, Telephony Services, Client Services and Fax Services
interface with the environment outside of the Interaction Center Server, which allows for
connectivity to the associated devices and media.
QUEUES
In the Interaction Center environment, a queue is a container for interactions that can be processed.
1-03
1-04
When using the SIP proxy in a remote office, only basic features are available during an outage.
IVR, Interaction Client, Unified Messaging, ACD and other IC features will not be available. You
will be limited to the features available in the Interaction SIP Proxy alone.
Review Questions
Complete the review questions for this chapter in your study guide.
Labs
There are no labs associated with this chapter.
1-05
Chapter
www.inin.com/education
2.1
VoIP Protocols
VoIP DEFINED
Voice over IP (VoIP) uses Internet Protocol (IP) to transmit voice communications over intranets,
extranets, and the Internet. VoIP reduces costs by reducing or eliminating long distance charges,
and by sharing equipment and bandwidth to transmit voice and data.
Customer Interaction Center (CIC) uses VoIP technology to service calls on an Intranet. Using
gateways, those calls can also travel over the PSTN. Calls may be placed with an IP telephone,
computer and microphone (or USB headset), or an analog telephone adapter.
FOR YOUR
INFORMATION
SIP DEFINED
Session Initiation Protocol (SIP) is a standard for call routing and control over IP Networks as
defined by the Internet Engineering Task Force (IETF) in RFC 3261.
The protocol allows devices to identify themselves on a network, find other devices on the network,
and make and receive calls.
SIP is a text-based protocol that utilizes parts of the Hyper-Text Transport Protocol (HTTP).
SIP can use either Transmission Control Protocol (TCP) or User Datagram Protocol (UDP) as its
transport protocol. TCP and UDP operate on a default port setting of 5060. UDP does not suffer
from the overhead imposed by TCP in maintaining a connection. The cost of this is that UDP will not
guarantee delivery and therefore the upper layers where SIP resides have to detect communications
failures and retransmit. SIP is a relatively lightweight protocol and is not time-critical.
TLS is an encrypted form of TCP that uses Secure Sockets Layer (SSL) to provide a version of SIP
known as SIP-Secure (SIPS). This protocol is closely related to HTTPS and operates, by default, on
port 5061.
Interactive Intelligence has chosen SIP as its VoIP solution for communication which offers
interoperability with other SIP-based solutions, and allows us to leverage our proven Interaction
Center Platform to contact centers, enterprises, e-businesses and service providers that wish to
utilize a SIP-based infrastructure.
RTP DEFINED
Real-time Transport Protocol (RTP) is an IETF standard that takes continuous data in real time and
passes it over a packet-switched network.
RTP is often referred to as a stream since it consists of a series of packets that flow from source
to destination device, and is a standard for streaming voice, video, and other multimedia.
Interaction Center uses SIP to setup and tear down VoIP calls, but RTP is used to transport the
audio portion.
RTP takes the stream of data and splits it into fixed-size chunks. It adds header information to these
chunks before passing them to UDP for transmission over the network. UDP is chosen in preference
to TCP as the latter would introduce more delay and bandwidth overhead for no benefit. Voice data
is time-sensitive, by the time TCP detects a packet of data has gone missing, its already too late to
arrange retransmission. Therefore, the additional overhead of maintaining a guaranteed delivery
connection is not justified.
2-02
2.2
Codec Selection
CODEC DEFINED
A codec (which stands for compressor/decompresser or coder/decoder) is the hardware or
software that samples analog sound and converts it to digital bits, and outputs it at a predetermined
bit rate. The codec often performs compression as well, to save bandwidth. There are dozens of
available codecs, each with its own characteristics.
Codecs are part of the standard that corresponds to the naming convention that the ITU
established. For example, the codecs named G.711u and G.711a convert from analog to digital
and back to analog waveform with relatively high quality. As with most things digital, the higher
the quality implies more bits, so these two codecs use more bandwidth than lower bit rate codecs.
Lower bit rate codecs, such as G.726, G.729, and those in the G.723.1 family, consume less network
bandwidth. However, low bit rate codecs can degrade the quality of the audio much more than
high bit rate codecs, because they compress the digital transmission with lossy compression; which
means some of the original data is lost in compression so the audio quality is lowered. Fewer bits are
sent, so the receiving side does its best to approximate what the original audio sounded like.
The table below lists some of the common codecs used in VoIP.
Codec Name
Bit Rate
Voice Played
Duration (ms)
G.711u
64.0 kbps
20 ms
160 bytes
G.711a
64.0 kbps
20 ms
160 bytes
G.726
32.0 kbps
20 ms
80 bytes
G.729
8.0 kbps
20 ms
20 bytes
G.723.1 MPMLQ
6.3 kbps
24 ms
24 bytes
G.723.1 ACELP
5.3 kbps
30 ms
20 bytes
The Bit Rate column shows the bandwidth required for a single stream using a particular codec.
Note: The header information (overhead) is not included.
2-03
The addition of these headers mean you will need to add 16 Kbps for codecs with 20 ms packetization
rates (such as G.711, G.729, etc) to the bandwidth requirements shown on the codecs table. For
example, if an 8 Kbps algorithm such as G.729 is used, the total bandwidth required to transmit each
voice channel would be 24 Kbps.
FOR YOUR
INFORMATION
2-04
Codec Name
G.711
4.3
G.729
3.7
G.723.1 MPMLQ
3.9
G.723.1 ACELP
3.8
G.726
3.85
A MOS score of 4.0 is considered toll quality. Why is this important? This will at least be the
expectation of customers installing a new system.
2.3
SIP Messaging
HOW SIP WORKS
SIP is a text-based protocol that uses requests and responses to establish communication among
various components in the network and to establish a conference between two or more endpoints.
Devices in a SIP network are identified by unique SIP addresses. A device ID is similar to an email
address, and is in the format of sip:UserID@Device IP:Port.
An example of a SIP device address is sip:7101@192.168.2.2:5060, or the same device could be
seen as sip:BobStation@edu.inin.com:5060.
When a user starts a call, a SIP request is sent to a SIP server. The request includes the address of
the caller (in the From header field) and the address of the intended callee (in the To header field).
The target client receives the request and the phone rings. If the user accepts the call, the client
responds to the invitation and a connection is established. If the user rejects the call, the session
can be redirected to a voicemail server or another user.
SIP MESSAGES
There are two types of SIP messages:
Requests Sent from the client to the server.
Responses Sent from the server to the client.
REQUEST METHODS
Method
Description
INVITE
ACK
BYE
Terminates a call.
CANCEL
OPTIONS
REGISTER
INFO
Sends mid-session information that does not modify the session state.
RESPONSES
Response messages contain numeric response codes. The SIP response code set is partly based on
HTTP response codes. There are two types of responses and six classes:
Response Types
Provisional (1xx class) Provisional responses are used by the server to indicate progress, but
they do not terminate SIP transactions.
Final (2xx, 3xx, 4xx, 5xx, 6xx classes) Final responses terminate SIP requests.
2-05
Classes
1xx = Provisional, searching, ringing, queuing, and so on
2xx = Success
3xx = Redirection, forwarding
4xx = Request failure (client mistakes)
5xx = Server failures
6xx = Global failure (busy, refusal, not available anywhere)
2-06
The graphic illustrates the signaling role of SIP in a phone call. SIP messaging is only used to connect
SIP endpoints together. The Interaction Center server acts as a centralized server to service the SIP
endpoints within a network. The RTP stream, which is more resource intensive than SIP, can then be
routed directly between the endpoints.
2-07
2.4
Endpoints
SIP PHONES
Phones are devices that convert voice into VoIP packets. They can be either hardware devices or
deployed as software applications with a headset such as the ININ SIP Softphone.
SIP Phones can by physically similar to an analog phone with a keypad, handset, etc., while others are
used exclusively in a corporate or call center environment, and are accompanied by the Interaction
Client such as the Interaction SIP Station.
Distinguishing features of phones are:
They can usually handle a single call at any one time.
They are usually classed as client devices, and usually support DHCP.
Below you can see examples of SIP Phones that are supported with Interaction Center. For a
complete and up-to-date list of currently supported phones, consult http://testlab.inin.com.
Audiocodes 420HD:
2-08
SIP GATEWAYS
A gateway is a device that converts between different systems. In VoIP terms, a gateway is usually
deployed at the edges of the network to interface with the Public Switched Telephone Network.
Distinguishing features of gateways are:
They can usually handle multiple simultaneous calls.
They are often the target of various calls to multiple destinations.
They are usually classed as network infrastructure devices, so tend to have fixed IP addresses.
A large range of gateways, from various manufacturers are available. Some are used to connect
analog telephone lines to the network, others connect digital lines (ISDN, Euro-ISDN, T-1, or E-1).
Some gateways are modular and can therefore connect to more than one type of line.
For a complete and up-to-date list of currently supported gateways, consult http://testlab.inin.com.
OTHER ENDPOINTS
There are various other devices that can act as the source or destination of VoIP traffic. These
devices can be software-based and hosted on a server or hardware devices.
For a complete and up-to-date list of currently supported endpoints, consult http://testlab.inin.com.
Review Questions
Complete the review questions for this chapter in your study guide.
Labs
There are no labs associated with this chapter.
2-09
Chapter
Stations
www.inin.com/education
3.1
Managed IP phones contain phone-specific configuration per manufacturer and model, a link to the
associated SIP station in the stations container, a link to other SIP stations used in any shared line
appearances, and the registration group that will be used by the phone to contact the IC server.
There are two ways to configure an IP phone in the Managed IP Phone container:
Active Assignment
Select a phone from inventory.
Assign the MAC address of the phone to a Managed IP Phone configuration item. The MAC
address is entered by either scanning the box or manually typing it in.
Transport the specific phone to the specific user.
Passive Assignment
Transport one or multiple phones to a site and distribute.
A delegated user (co-worker, partner, or sub-contractor) with the IP Phone Provisioning
Administrator security right provisions the phone(s) through the TUI.
FOR YOUR
INFORMATION
Users have the rights to provision the default workstation assigned to them.
3-02
Stations
FOR YOUR
INFORMATION
In the classroom environment, you are going to create individual Managed IP Phones since you
will only create two of them for the development environment. In a production environment, we
recommend that you use the Managed IP Phones Assistant and import from a .CSV list.
Give the template a descriptive name, select a type (workstation or stand-alone phone), and choose
the manufacturer, model, and Access Control Group.
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Stations
Specify which Location the phone belongs to, an appropriate Registration Group, Preferred
Language, Audio Protocol, and one or more line appearances.
You have purchased 50 Polycom phones, and you want to create new managed IP phones and
the associated SIP stations for all 50 of the phones at the same time, each having different names
and extensions.
Steps needed to create a Managed IP Phone list for .CSV list import:
1. Create a Managed IP Phone Template based on the IP phone model in the Managed IP
Phones > Templates sub-container. For help filling out the screens, refer to the Interaction
Administrator online help.
2. Create a .CSV file using the correct format and enter the relevant information about the
Managed IP Phones. The .CSV file contains SIP phone name, template, extension, and address
information. Also, it must reference the template you created in the previous step by name.
FOR YOUR
INFORMATION
A sample Managed IP Phone .CSV list is included on the product disc in Additional Files > CSV
Lists. See the Interaction Administrator online help and Importing CSV Lists in IC in the Technical
Reference Documents section of the IC Documentation Library for instructions on how to create a
Managed IP Phones CSV list.
To access the Manage IP Phone Assistant, right-click in the Managed IP Phones container and
select Manage IP Phone Assistant.
3-04
Stations
We recommend that you run the Managed IP Phone Assistant after business hours because
the procedure requires significant server resources.
REGISTRATION GROUPS
A registration group is required for every managed IP phone. The registration group controls how
and where the phone registers.
Each registration group consists of a list of registration types. The registration list is ordered. Phones
will attempt to use the first registration, and if it fails the next registration in the list is used, and so on.
REGISTRATION TYPES
Line Select an existing line from the pull-down list for the registration.
Manual Manually enter the address, port, and protocol for the registration.
SIP Proxy A provisioned Interaction SIP Proxy server.
DNS SRV Enter the domain name and protocol for the registration.
CAUTION
3-05
Stations
If you change a line configuration that is used in a registration group, all managed IP phones using it
will need to be reloaded before the changes take effect.
STATION APPEARANCES
Managed IP Phones typically have at least one Station Appearance which corresponds directly to
the physical phone. Station Appearances can be a station extension, or a label.
The station extension is used when the phone is being provisioned and can be used to call the
station directly.
The station access controls determine what classifications of calls can be made when no user
is logged on to the telephone.
3-06
Stations
3.2
Auto-Provisioning
RATIONALE
In most Interaction Center environments, the stations being deployed will require two SIPspecific settings:
The location of the Registrar Server
Unique SIP identity
This identity must match the settings configured in IC on the station object which represents that phone.
More advanced features such as TLS or the use of vLANs with the phones built-in switch will
require further configuration.
The system is currently supported by the ININ SIP Station, the ININ SIP Soft Phone, Polycom SIP
Phones and Audio Codes.
The process is split into two stages, the provisioning of new phones and the management of existing,
provisioned phones.
When a telephone first starts up, it issues a DHCP DISCOVER in order to obtain network configuration
information. In addition to all of the other configuration settings, the DHCP server in an IC environment
also provides the address of the IC server(s) which will be used for provisioning. This is done using
OPTION 160. The phone then contacts this server to request its configuration information. What
happens next depends on whether the phone is recognized by the provisioning server.
This tells the phone to place the label Setup next to the first line button and to send its SIP
REGISTER request to the Proxy defined in the <Stations-TCP> line. (This line is configured to
operate on the non-standard port 8060, or 8061 in the case of TLS.) The phone continues its start
up process and registers with the IC server. At this point a generic SIP identifier is used.
3-07
Stations
When the IC server receives a SIP INVITE request from the phone (due to the user attempting to
place a call), it transfers the call to a dedicated auto-provisioning IVR. This prompts the caller to
enter information which will identify the phone.
There are two methods to provision a phone:
1. Provisioning as an administrator. Delegated users with the IP Phone Provisioning Administrator
right can use this option. They will be prompted to enter the telephones extension, their user
extension and their IC password (PIN).
2. Provisioning as a user. Users with a default workstation defined can provision that workstation.
If this option is chosen, then they will be prompted only for their user extension and their IC
password (PIN).
After successful completion, IC records the MAC address of the phone against the Managed IP
Phone object and the phone restarts.
The name of the label to place next to the button and the SIP Identifier to use. These are both
configured on an appearance-by-appearance basis using the Station Configuration object.
3-08
Stations
3-09
Stations
3.3
3-10
Stations
DHCP OPTIONS
Option 67 carries the filename that is to be downloaded from the server specified in option 160 for
Interaction Center SIP stations. Often data put into option 67 does not actually appear in the DHCP
packet as option 67, but may be moved into the file field of the DHCP packet.
FIRMWARE
Once the phones have been directed to IC, subsystems handle the updating of the phone.
Polycom, Audiocodes, and ININ firmware are placed locally on the IC server during installation
and updated with Service Updates. They are located, by default, in the IC installation directory
(\i3\IC\Server\Firmware).
FOR YOUR
INFORMATION
For more detailed information on SIP lines and stations, review the SIP Application Note in the IC
4.0 Documentation Library.
FINALIZATION
Once the Managed IP Phone has received its firmware and files from the IC server, it will reboot
multiple times, and if it is using a passive or delegated assignment, enter a final provisioning state,
which may require administrator input via the TUI.
The phone will finalize its configuration based on station information in Interaction Administrator,
including, but not limited to:
Station Extension: reachable extension through IC
SIP Address (URL): registered SIP contact address
Access Control: types of calls the station can make, without a user logged on
Licensing: Basic Station, Client Access, ACD media
Multiple line appearances
3-11
Stations
3.4
Station Configuration
NAVIGATING THE STATIONS CONTAINER
The Stations Container in Interaction Administrator is used to display all stations configured in the
system, including Managed IP Phones.
The station types that can be created in the Stations container are:
Workstation A telephone with an associated PC on the network in the same domain as the
Interaction Center Server.
Stand-alone Phone A telephone that utilizes the Interaction Center server for phone calls but
is not associated to a PC.
Stand-alone Fax Machine An independent fax machine with its own line.
Remote Station A station assigned to a user or agent who runs Interaction Client outside of
the network domain of the IC server.
Unified Messaging A third-party unified messaging provider. This station type is only available
when a SIP or third-party UM license is present.
FOR YOUR
INFORMATION
Once a station entry is complete, the only way to change that stations name is to create a new entry
with the new name and configuration attributes and then delete the original station.
The Station Assistant offers the ability to create multiple stations by importing a .CSV file.
3-12
Stations
The Station Assistant offers an example of how this file should be formatted.
3-13
Stations
STATION TYPES
When creating stations individually, the type of the station must be decided at the time you create it
(if using the .CSV method, it is possible to assign a station type for multiple stations at once). Station
types can be chosen from global settings pulled from Templates contained in the Stations container.
SIP CONFIGURATION
For non-managed phones, it is necessary to manually enter the SIP Identification address of the
station in Interaction Administrator. This is the address that will be used for SIP registration. When
a SIP device sends a registration request to IC (for non-managed stations), the system attempts
to match the received SIP registration request with configured stations in IA. For this reason, it is
typically necessary to also configure the same address on the device.
3-14
Stations
FOR YOUR
INFORMATION
The User Portion and the Host combined create the full Address. The Host can be statically
assigned, or can be left blank by selecting Use User Portion Only. This is good for devices that pull IP
addresses from DHCP and may change IP address. Matching against the User Portion Only allows
this to happen without causing the Registration to be lost. When configuring SIP settings for a nonmanaged station, it is necessary to configure the Identification Address. Interaction Administrator
will not create the station without this setting.
CONTACT LINE
A line must be created for non-managed phone registration. These phones will typically be set to
port 5060 for SIP communication by default. The lines created during Setup Assistant use port
8060, and are reserved for Managed IP Phones.
DHCP OPTIONS
In previous versions of IC, option 66 was used to direct SIP phones to the TFTP server containing
configuration files, firmware, etc. for the phones. This option is still supported for IC 4.0, and can
be used to contain boot server host name information (IC server), and a secondary default record
for non-managed phones to find a provisioning server.
TEMPLATES
Templates allow for settings to be applied to a group of similar stations, typically they will be
assigned by station type or model.
The following templates are created during the installation of Interaction Center:
Remote Station
Standalone-Fax Machine
Stand-alone Phone, SIP
Unified Messaging
Workstation, SIP
3-15
Stations
STATION GROUPS
Station groups are a group of stations that share one extension. Station groups can be created using
one of the following types. These types determine how stations within the group are reached:
Group Ring
Sequential
Round-robin
CAUTION
FOR YOUR
INFORMATION
When using group ring, configurations of more than 20 stations will adversely effect the TS Subsystem.
Setting the station timeout allows for control over how long a call will alert at the stations within
the group. Stations already in use will not alert for a station group call, but if a user is logged into a
Interaction Client using a station that is part of the group, the interaction will appear in the users
Interaction Client.
Review Questions
Complete the review questions for this chapter in your study guide.
Labs
Complete the following labs in your lab manual:
Lab 1: Create Managed Stations
Lab 2: Provision Phones and Test
Lab 3: Create Managed IP Phone Template
Lab 4: Importing Managed IP Phones
3-16
Stations
Chapter
License Management
Licensing Overview
Licensing Users and Stations
www.inin.com/education
4.1
Licensing Overview
IC LICENSING OVERVIEW
IC uses a system management module for licensing. Customers can manage licenses on the IC
server and allocate those licenses more flexibly than in the past.
Customers who change and grow can easily view the status of their license on a specified
server and understand budgeting concerns to increase counts of features and functions on the
system. Customers can manage their licenses with Interactive Intelligence through the License
Management website.
This section is a summary of some important IC license information for new installations.
Server features and functionality are licensed per server, referred to as Feature Licenses. Each
server is licensed in a multi-server environment. Turn on features and functionality on each
server with the server feature licenses. The CIC server has a base server license with add-on
server features that can be purchased as a package or individually.
Client features are licensed by user or station, or mixed, based on the feature. These licenses
are referred to as Client Access licenses. These licenses are either Assignable or Concurrent.
An ACD Access license is required for ACD functionality. It can be assigned to users, stations,
or both.
The licensing structure includes a simplified port model. There are three types of ports:
External Call Ports, TIE line ports, and Outbound Dialing Ports.
All stations require a Basic Station license. Each client type does include a station.
You can also configure a remote station. All clients that logon to stations that are outside of
the domain will use a Remote License. This allows calls to be directed to their remote station,
such as a cell phone, home phone, or PBX phone.
Resellers typically order and generate the license. Customers should contact their reseller.
4-02
License Management
Host ID (Host ID for the MAC address of the network card on the IC server)*
Machine Name
*Interactive Intelligence licensing is based upon a Host ID for the IC server, instead of the MAC
address. (The Host ID is similar, but not identical to the MAC address.) A program called GetHostID
utility may be downloaded from the Support website at https://my.inin.com/support/products/ic40/
Pages/default.aspx (under IC 4.0 Utilities and Downloads) so that you can generate the Host ID
prior to installation.
4. After making the license selections, generate and view the license. The license file will be
hostid.i3lic.
5. Download the license file to the IC server or location accessible from the IC server.
LICENSE MANAGEMENT
The License Management page displays a listing of all licenses on the server. Display this page by
choosing the License icon in the button bar or click License Management on the File menu.
This is a display list only. You cannot add to, delete from, or copy or paste user or station license
assignments into this list.
This page displays how many days you have to renew the license before expiration in the lower
left corner. If license renewal is due within a specific time period, a message is displayed similar
to Your license is due for its annual registration in ## days. Please visit http://license.inin.com/
LicenseManagement/ReRegister.aspx to re-register the license.
4-03
License Management
LICENSE ALLOCATION
The License Allocation container displays a list of all licenses that have been allocated for use by
Interaction Centers License Manager. For each license, the following information is shown:
Name This is the license name, such as ACD Media 2.
Assignable Allowed This is the number of Assignable licenses purchased.
Assignable Configured This is the number of Assignable licenses assigned to users
or stations.
Concurrent Allowed This is the number of Concurrent licenses purchased.
Concurrent Configured This is the number of Concurrent licenses assigned to users
or stations.
Concurrent in Use This is the number of Concurrent licenses that are currently in use
by users or stations.
Notes This column shows text if the count exceeds the number of licenses.
Right-click the license you want to configure and select Properties. This opens the License Configuration
page. The License Configuration page allows administrators to add and delete users and stations, with a
tab for both Assignable and Concurrent. The bottom of the page displays the number of licenses and the
total number of licenses configured, based on the license allocation type.
4-04
License Management
4.2
License allocation method Assign an Assignable or Concurrent license to the user. Only one
license allocation method can be used per user.
Assignable The license is owned by the user and cannot be used by another user in IC.
Concurrent The license is a shared pool. Assign concurrent license if you want to share
licenses amongst users.
Client Access license Assigning this license to the user allows the client functionality of the
Interaction Client. Without this license assignment, the user cannot run the Interaction Client.
ACD Access license Select this check box if this user is an ACD user, then select the type of
ACD license. There are three types of ACD licenses:
Media 1 This license allows 1 interaction type at a specified time.
Media 2 This license allows 2 interaction types at a specified time.
Media 3 Plus This license allows 3 interaction types at a specified time.
If Media 1 or Media 2 type of ACD licenses is selected, you can click Interaction Types and
select the type of interaction from the list to apply to the license. Interaction Types are
unavailable if Media 3 Plus is selected.
Enable Licenses Select this check box to set the license settings to Active. If cleared, the
license settings on this page are ignored by the system.
FOR YOUR
INFORMATION
Enable License can be used to turn off the license consumption for a user, but keep the
settings intact.
Additional Licenses This is list displays additional licenses that are available. Select the
licenses you want to assign to the user.
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License Management
Click OK to save the changes. These license assignments are immediately reflected in the license
counts in the License Allocation container list.
LICENSING STATIONS
The License tab in Station Configuration for a station allows you to apply licenses per station.
Licensing Stations in IC is similar to licensing Users, with a few exceptions:
Licensed Machine Name This field allows this station to be associated to a specific machine.
Typically the Licensed Machine Name is the station name, but selecting the check box allows the
user to override this setting.
Basic Station License This license represents an audio path between IC and a station. This
license is not required, but without it the audio for the station will not play, and there will be no
dial tone. A non-audio station may be used for non-audio interactions, such as email interactions.
FOR YOUR
INFORMATION
Review Questions
Complete the review questions for this chapter in your study guide.
Labs
There are no labs associated with this chapter.
4-06
License Management
Chapter
www.inin.com/education
5.1
Lines Container
LINES CONTAINER
In the Interaction Center platform, and more specifically in Interaction Administrator, the term
lines is used as a generalized reference to individual SIP lines. SIP lines are VoIP protocol channels
of communication between the IC server and other SIP devices, such as SIP proxies, SIP gateways,
SIP Providers, and SIP phones. The Lines Container in Interaction Administrator contains all SIP
lines created for the IC Server.
The default prefix for these lines is Stations, unless the setting is changed during the initial run of
Setup Assistant. The lines appear in Interaction Administrator as Stations-TCP, Stations-UDP and
Stations-TLS in the Lines container.
FOR YOUR
INFORMATION
Any devices that use the standard ports, 5060 and 5061, will need an additional SIP line created for
Registration and communication.
5-02
Main details of SIP lines are covered in this module. Additional options are covered in the
Documentation Library.
Field
Active check-box
What It Does
Activates or deactivates the line in the IC system. You can not
deactivate a line if any calls are on the line. If you change line
configuration parameters or perform other line maintenance, you
may have to deactivate a line and then reactivate it in order for
the changes to take effect. For example, if you change the SIP line
transport protocol.
Note: Interactive Intelligence counts only active lines to determine whether
you are in compliance with your license agreement.
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Field
What It Does
Domain
Maximum Number
of Calls
Designates the maximum number of calls that the SIP line will
process. When the number of calls is reached, this line processes
no more calls.
Fax Protocol
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Field
What It Does
Note: This option is applicable only to TLS lines.
Converts the SIP address in the From header to use SIPS instead
of SIP. SIPS is a secure transmission that uses the URI format. For
example: <sips:+13178723000@ICServer:5061>.
If you do not select this option, IC converts all SIPS to SIP.
Calling Address
FOR YOUR
INFORMATION
Set the local address identification (display name and URI) which
will be attached to all outbound SIP messages on the line. You
can set the values for the two lines by clicking the ellipsis (...) to
open the Configure Line Value dialog box.
Identity (Out) options are covered in more detail in the Documentation Library on the Interaction
Support website.
5-05
Field
What It Does
Audio streams, have two possible routing configurations.
Audio Path
Field
What It Does
Transport Protocol
Audio Protocol
5-06
Field
What It Does
Security
Receive Port
The port number on which the SIP line will service requests. For
TCP/UDP the default port is 5060. For TLS the default port is
5061. The valid port range is: 1024 to 65535.
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Field
What It Does
Field
What It Does
Access
5-08
Stations-TCP|UDP|TLS Line Used for communication between Managed IP Phones and the IC
server. These three lines are created through Setup Assistant.
Gateway Line This line routes outbound to a PSTN-connected gateway. This line must be
created manually by an IC Administrator.
FOR YOUR
INFORMATION
5-09
More complex scenarios will require additional lines, and will need to be created by an Interaction
Center administrator.
FOR YOUR
INFORMATION
When an outbound call is made, Interaction Center refers to the Dial Plan to determine which line
the call should be placed on. Outbound calls that match the pattern will be directed to use a line that
is a member of the assigned Dial Group.
5-10
If an Outbound dialing pattern has no been assigned a Dial Group, IC will try to route the call across
the first active and available line it finds that has a working proxy address. Allowing IC to use any
available line may have an undesired effect, so use the Dial Groups and dialing patterns to properly
manage your outbound call flow.
Use for Reporting Selecting this check box causes Interaction Center to generate trunk group
usage statistics for reporting on the lines in this group.
CAUTION
Any line used in multiple line groups that are also used for reporting, may create duplicate statistics.
Use as Dial Group When this is checked, this line group can be used as a dial group in the Dial Plan
phone number configuration page.
FOR YOUR
INFORMATION
Hunt Selection Method Hunt Selection Method allows for some control over how IC will choose
from the lines within a Line Group (assuming there is more than one line in the line group).
Use for Private Line Assignment Private line assignments (PLA) allow you to assign trunk lines or
trunk line groups to a specific users extension or a phone classification. This provides a trunk line to
always be available to place a call. You might also use this feature to handle 911 emergency calls or
to always have a line available for a specific user.
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5.2
When you open the phone numbers configuration, you will see a number of Input Conversion
objects and Dial Plan objects already configured. These objects are based on the NANP (North
American Numbering Plan). The objects specific to your area were created automatically based
on the information you provided in Setup Assistant.
FOR YOUR
INFORMATION
For international number plans, it is recommended that you import your own dial plan or create
your dial plan in Interaction Administrator.
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Long Distance
NxxNxxXXXX
XX
1NxxNxxXXXX
Three-digit extensions
XXX
411 or Information
411
Four-digit extensions
XXXX
Five-digit extensions
XXXXX
900 Numbers
Six-digit extensions
XXXXXX
International Numbers
911
911
Company Operator
Local Telephone
Company Operator
00
Other Numbers
WILDCARD CHARACTERS
Wildcard characters are variables used to represent a range of numbers. Patterns can be represented
with wildcard characters consisting of dialable digits (09) plus any combination of digits and letters.
These digits and characters:
0 through 9
1 through 9
2 through 9
0 through 9, #, *,
Phone number patterns can consist of all digits, all wildcard characters, some non-dialing characters
such as + and /, or any combination. These three characters are not actually dialed, but they are
preserved as part of the stored phone number. The spaces these characters hold are also counted
when determining ordinal positions in the formatted number.
The + is used as a prefix to introduce a country code.
The / character is generally used as a prefix to introduce an extension for direct extension dialing.
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5.3
5-14
The initial elements of the Interaction Centers Dial Plan process were created when Setup
Assistant was initially run. The Setup Assistant also created the correct 7, 10, and 11-digit Dial Plan
entries based on the areas codes and telephone exchanges that were entered.
FOR YOUR
INFORMATION
If the Dial Plan portion in Setup Assistant was not completed, you will see only the default Dial Plan
objects, or if you opted to create your Dial Plan in Interaction Administrator, the Dial Plan page will
appear blank.
This view is referred to as the Single Table Format, and it provides a summary list of all Dial Plan
entries. It also allows you to add/remove or edit existing entries.
The Set Filter button (located at the top of the screen) allows you to select the Dial Plan objects to
display based on a location specification. (This will be covered in the Regionalization chapter.)
The Up and Down buttons allow you to order your Dial Plan objects. The order in which your objects
appear is important as it determines what object will be used for the call.
The Import and Export buttons allow you to import or export Dial Plan files (*.i3dplan).
The Simulate Call button allows you to test your Dial Plan changes before saving them.
Select an entry and click the Edit button, for details.
5-15
The fields at the top of the Edit Pattern page allow you to customize this entry by editing the
standardized number, selecting different classifications, and assigning the entry to specific locations.
The Location Filter field contains a list of several default options as well as any locations that you
have defined.
5-16
If youre looking to only add new exchanges to existing area codes, this is accomplished via the
Manage Lists button on the Regional Dial Plan tab.
The primary purpose of this feature is when you need to match many local exchanges to properly
identify local calls. Instead of creating a Dial Plan object for each local exchange, you can create a list
that multiple Dial Plan objects can use.
To add exchanges to existing lists, select the area code in the list, and click Add.
5-17
You can add each exchange individually, or use Dial Plan wildcard characters to indicate the exchange.
EXAMPLE
If all numbers within the 513 area code will be local, you can add Nxx to the list of entry numbers.
This tells the Dial Plan objects to process all calls dialed within the area code 513 as local calls.
EXAMPLE
5-18
If all exchanges between 840 and 849 (in the 513 area code) are local, rather than list each number
consecutively, you can represent all the exchanges between those numbers with the wildcard X
resulting in 84x in your numbers list.
Now, whenever a user dials any of the exchanges listed, the call will go out as a local call. Because we
have identified 10 digit dialing for this site, the caller will always have to dial the area code as well.
Phone numbers that can be identified by a pattern of numbers or an explicit set of numbers with a
purpose are called phone number classifications. For example, internal calls can be identified by the
Internal classification, Toll Free calls (Ex: 1-800) can be identified by the Toll Free classification, and
calls to emergency services (such as 911) can be identified by the Emergency classification.
5-19
These named groups of phone numbers are used to control individual users, workgroups, and
station dialing privileges in IC. For example, stand-alone phones may have only Emergency and
Internal dialing privileges, while members of the Sales workgroup may have full dialing privileges
provided in all classifications.
Interaction Center provides a number of default classifications.
CAUTION
You may change the descriptive titles, however, categories are internal values that are used by the
system when processing the call. It is recommended that you not change or remove these default
classifications or categories because the default functionality relies on these elements.
5-20
Clicking the Simulate Call button opens the Simulate Call window. Enter a number, and click
Simulate Call. The Call Results area displays how your call will be processed. This screen is very
helpful in simulating the various ways users may dial calls.
EXAMPLE
If a user dials 872-3000, you can simulate how the call will be processed:
The simulation shows the call going out as a local call even though the user dialed 11 digits. The
system will send 7, 10, or 11 digits to the telco depending on the Dial Plan configuration.
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5-22
Select the location where you wish to store the file. It is recommended that you perform this export
anytime you make changes.
5-23
You can opt to import an existing Dial Plan or create a new one.
If you have a working Dial Plan already (the one you exported), and you are simply going to add
some new area codes and exchanges, select the option to Create a new Dial Plan. You will then
import your previous Dial Plan and merge with the new one.
The area code, number of digits, and local exchanges are defined for the new Dial Plan.
FOR YOUR
INFORMATION
5-24
The new Dial Plan completely overwrites the existing Dial Plan.
Now, when you go back into Interaction Administrator and view your Dial Plan, you will see only the
Dial Plan objects for the area codes you just created.
5-25
The Import Dial Plan dialog box displays a list of Dial Plan objects available in the file.
The option to Replace Entire Dial Plan will completely replace the current Dial Plan with the one
being imported. If this option is not selected, the entries being imported will be merged with the
existing Dial Plan. If you dont want the Classifications merged into your existing Dial Plan, select the
option to Skip Classification Merge.
5-26
The Dial Plan changes are not committed until the dialog is closed.
FOR YOUR
INFORMATION
5-27
Your imported dial plan area code entries will be positioned at the bottom of your dial plan and will
never be used unless you move them higher in your dial plan. You will have to manually do this for
each entry.
5.4
DID/DINS Routing
CALL ROUTING OVERVIEW
IC supports multiple ways to route calls directly to users, workgroups, or stations based on Dialed
Number Identification Service (DNIS) numbers from the Central Office (CO).
Typically, companies buy or lease a block of phone numbers, which are directed to inbound lines or
channels. You can map each phone number to an individual user, a specific station (e.g., phone or
fax), or a workgroup.
Interaction Administrator allows the creation of DNIS map tables to route calls to IC queues
without modifying handlers. The way you choose to build the table typically depends on:
The number of lines you have with DNIS service
Whether you have a block of contiguous or non-contiguous phone numbers
Whether the queues all have the same number of digits in the extensions
Whether the destination extensions are fixed or if they are likely to change
The block of reserved numbers is 565-2100 through 565-2400. The user extension range is planned
using 21012199. DNIS mapping for user extension could result in 565-2101 through 565-2199.
Replace N Digits Enables a standardized, common phone number (e.g., main company
number) to be converted to DNIS routing and mapped to specific internal extensions. This is
useful for extensions with varying lengths.
5-28
EXAMPLE
A single number such as 565-2000 can be used in the Replace N Digits page and mapped to 3-digit
and 4-digit user extensions. 565-2000 could convert to 565-2310 for a user with a 3-digit extension
(310), and 565-2107 for a user with a 4-digit extension (2107).
Defer Substitution This option can only be used when either Prefix Substitution or Replace N
Digits has been configured. This option tells the system to defer the processing of DNIS routing
configured in the Phone Numbers container, and process (via handlers) other possible DID/DNIS
routing elsewhere in the system (e.g., MobileOfficeDID or IVR settings). This option can add
time to DNIS processing.
Review Questions
Complete the review questions for this chapter in your study guide.
Labs
Complete the following labs in your lab manual:
Lab 5: Create SIP Line and Line Group
Lab 6: Perform a Basic Functionality Test
Lab 7: Configure Inbound Fax Operations
Lab 8: Export Dial Plan
Lab 9: Add a New Area Code with Specific Exchanges
Lab 10: Add New Exchange to a List
Lab 11: Import Original Dial Plan and Modify
Lab 12: Add Speed Dial Plan
5-29
Chapter
Regionalization
IC Regionalization
www.inin.com/education
6.1
IC Regionalization
REGIONALIZATION
The Regionalization container in Interaction Administrator allows you to configure individual
locations for your environment.
LOCATION
This location defines a set of endpoints (lines, stations, and servers) that share a common dial
plan, and it defines Codec communications for the endpoints. A Codec mapping defines the list
of Codecs for two locations to communicate with each other sharing a common set of bandwidth
requirements. The stations and lines that are members of a Location define the dial plan entries that
are applicable to a locale they are operating in.
EXAMPLE
One example of a location could be a small satellite office either in the same city or another city or
state with all SIP phones serviced by the Interaction Center server in the headquarters office.
Another example of a location is a group of remote employees that use SIP phones over a VPN.
Yet another example is a remote peer-site office with its own IC server in a multi-site configuration.
6-02
Regionalization
SELECTION RULES
Use the selection rules to create prioritized lists of locations to select media servers and session
manager servers.
IC uses Interaction Media Server to process audio communications for an interaction between two
or more endpoints, such as a telephone call. To select a media server, IC uses Selection Rules. This
feature enables you to create prioritized lists of locations in Selection Rules configuration. You can
select a media server to service an interaction. (You can also select a session manager server to
service an interaction.)
Within a location, IC selects a media server, if more than one exists, based on the following criteria:
Available CPU resources
Number of resources in use
When an interaction that requires audio processing starts, IC searches, in order, each location in a
selection rules configuration. If a location does not have a media server or all media servers in that
location are busy, IC searches the next location in the Selection Rules configuration. This process
continues until IC finds an available media server.
FOR YOUR
INFORMATION
By default, IC has only one location: <Default Location>. When you create a device in IC, it is
assigned to the <Default Location> location. To use the selection rules effectively, define additional
locations and assign devices, such as stations, SIP lines, and media servers, to those locations.
For more information, see Interaction Media Server Technical Reference in the IC Documentation
Library on the IC Server.
CONFIGURATION
The Configuration page allows you to create a description of the server and identify whether or not
the IC server is housed at this location. You can also set the time zone and a designated time server for
the location.
6-03
Regionalization
FOR YOUR
INFORMATION
A warning will be presented if Regional Dialing Significant Digits causes an extension conflict.
COMMUNICATION
The Communication page defines the codec mappings between locations. If you wish to add or
delete a codec to your location, click the Modify button and select the codecs appropriate for
your environment.
6-04
Regionalization
If you wish to change any of the codec parameters, click the Set Parameters button. The SIP Codec
dialog box allows you to further tailor the codecs for your environment.
An example of an endpoint could be a SIP station located either in the current IC environment or in
a different area code than the IC server is located.
The Line/Station Endpoints configuration page allows you to select individual lines or stations as
endpoints for this particular location.
6-05
Regionalization
LOCATION FILTERING
Once Locations have been created in Interaction Administrator, endpoints (e.g., stations, media
servers, proxies, and line connections) can be assigned to locations. Routing decisions can be made
based on the endpoints involvement in a call. Location Filtering allows for location membership to
be considered for dial plan processing.
Location Filtering Locations are used to restrict or filter access to portions of dial plan entries.
The dial plan can be filtered using locations at two levels of entries:
Input Pattern
Dial Groups (line groups and dialed numbers)
Regionalization/Codec Mapping IC can select a lower-bandwidth codec for inter-location
calls to preserve WAN bandwidth.
A common use for Location Filtering is Emergency dialing. If offices are located in different
geographic locations, yet share one standard emergency dial string (e.g., 911), location filtering
allows dial plan to route that shared dial string (911) to the appropriate office / gateway / SIP line
emergency services, and the correct location is reached.
6-06
Regionalization
When configuring your locations, you must have a clear understanding of the use and application
of IC locations, the gateways, networks, and system software that connect locations, and you must
know how to customize the Regional Dial Plan in order to see the cost savings and benefits of these
Regionalization features.
A checklist is available to help you plan your regional Dial Plan.
Review Questions
Complete the review questions for this chapter in your study guide.
Labs
Complete the following labs in your lab manual:
Lab 13: Configure Media Server
Lab 14: Add A New Location
6-07
Regionalization
Chapter
www.inin.com/education
7.1
PROXY LICENSING
All Interaction SIP Proxy licenses have Business Continuity Manager (BCM) capability for remote
survivability. This means all Interaction SIP Proxy licenses include the Managed Proxy feature.
Load Balancing features are not included in the BCM license, but can be purchased as an add-on.
Additional licenses can also be obtained to enable media capabilities for call recording.
7-02
FOR YOUR
INFORMATION
When using the SIP Proxy in a remote office, only basic features are available during an outage. IVR,
Interaction Client, UM, ACD, and other IC features will not be available. You will be limited to the
features available in the Interaction SIP Proxy.
7-03
In production environments, it is recommended that you immediately change the user name
and password from the Administration tab on the proxy configuration page. This will prevent
unauthorized access and modification.
2015, Interactive Intelligence, Inc.
Routing Routing is configured in a routing table using patterns to identify calls presented to
the proxy.
This is similar to how Dial Plan is used in IC, however, the proxys routing table uses regular
expressions instead of the NANPA-based dial plan. The proxys routing table can process patterns
differently based on the originating device. The endpoint can be configured to check (using SIP
Options messages) to see if a Server Plan is connected before deciding to route the call. If the proxy
determines the connection to a destination device is down, the Proxy can continue to search
through the routing table for an Up connection.
The proxy can record calls based on specific routes. In such cases, the recording function is assigned
during the creation of the route entry.
7-04
Once identified, these can be introduced into the proxys routing table allowing the proxy to route
the same pattern differently, based on the originating device.
Access Lists Access lists allow or deny access to the SIP proxy service for a specific device, or an
entire network segment. Access lists rely on dotted decimal notation for IP addresses and subnet
masks. Allow lists should be reserved for well-trusted devices.
Protocols Supported protocols are UDP, TCP, and TLS with IC-supported cipher suites. Preferred
cipher suites are enabled by default.
7-05
STATUS FEATURES
The Interaction SIP Proxy allows for real-time updates of key components of SIP session
establishment. The status section allows administrators to monitor different aspects of the proxy
server setup.
Session Status Displays all the currently active sessions or calls. Active calls will have
completed the setup process and be engaged in a conversation.
Registration Status The Registration status page shows all SIP devices that have successfully
registered with the Interaction SIP Proxy.
7-06
Managed Interaction SIP Proxy registrations contain SIP aliases for registered devices such as:
A stations extension number or station name
A users extension
A users DID number
A contact address hyperlinked to a SIP alias
Server Status The server status field displays the SIP operational status of all devices added
into a server plan. Each server is periodically sent a SIP OPTIONS message; if a response is
received, the server is considered up and operational. If no response is received, the server is
considered down.
MEDIA FEATURE
The Interaction SIP Proxy can be configured to record the audio of calls routed through it. These
settings are configured on the Media tab. This includes media formats (codecs), cipher-suites for
SRTP recordings, and assigning a directory for storage.
7-07
The recording feature in the Interaction Proxy is designed for remote survivability. For example,
calls can be recorded when there is a WAN outage, and the IC server cannot be reached for
recording features. Note, however, that the recordings will be kept locally (local to the proxy) until
they are manually moved.
FOR YOUR
INFORMATION
The Media Features of Interaction SIP Proxy require additional licensing beyond the standard BCM
Proxy licensing. Please visit the Interaction SIP Proxy page on the Interactive Intelligence website
for more information: http://www.inin.com/solutions/Pages/SIP-Proxy.aspx.
7-08
twice for a total of 3 digits. [29][09]{6} will work as before, but will repeat the second set of
brackets 6 times for a total of 7 digits. The .*after the @ will match any character or digit an infinite
amount of times, allowing any host portion of the address to be matched.
Parentheses are used to identify sub expressions within the pattern. The value contained in
the outermost set of parenteses is represented by $1, while moving inward and left to right are
represented by $2, $3, etc. In this case, $1 would be a 10-digit number matching the NxxNxxXXXX
NANPA pattern.
ROUTING PATTERNS
The combination of routing patterns and server plans function in a manner similar to how
Interaction Center matches dial plan objects to SIP line groups.
Devices in the local network send SIP invitations to the proxy. The invitation will contain call
information which the proxy can use against patterns configured in the proxys routing table. The
proxy will use patterns from top to bottom in an attempt to find a matching pattern.
When a match is found, the associated server plan is referenced to determine the destination for
the SIP invitation. Server plans contain IP addresses of SIP-compliant devices on the local network,
typically an IC server, SIP gateway, or IP phone.
EXAMPLE
7-09
7-10
Managed Proxy status will change to a Pending Approval state. The IC admin must then configure
the proxy as a Trusted device in Interaction Administrator.
Once the Proxy has been trusted by Interaction Center, the Managed Proxy status screen will
change to indicate the connection is Activated.
7-11
Once the provisioning process is complete, the proxy will begin receiving updates from IC, including
Managed IP phone contract address information (i.e., station names and extensions, and user extensions
if users have the station assigned as a default workstation). These SIP aliases can be used to expedite call
routing. For example, if the proxy is supporting a small remote office, and the WAN connection is dropped,
the proxy can support call routing for stations and users based on their registered contact addresses.
CERTIFICATES (TLS/SRTP)
The Interaction SIP Proxy supports TLS / SRTP communication. For secure communication, the
Proxy can generate a certificate signing request (CSR) to be presented to the Certificate Authority.
The CA will generate a new certificate for import to the proxy. This will enable IC to trust the
proxy to establish TLS / SRTP communications.
As discussed earlier, the Media tab allows for SRTP cipher-suites to be enabled for secure audio
processing. SRTP communication in IC relies on secure SIP TLS sessions to be established.
ALERTS
The Interaction Proxy allows for email alerts to be sent in response to conditions that affect the
proxy functionality. Alerts are sent using SMTP or through SNMP traps.
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DIAGNOSTICS
The Diagnostics page allows direct access to the current SIP Proxy configuration file, tracelog data
files, and topic configuration settings.
7-13
Location Indicates which local directory is being used for logs on the proxy server.
CAUTION
Browsing to and opening a log file begins a download of the log file. Downloading large logs can
degrade responsiveness of the SIP Proxy.
Retention The default retention period for logs is seven days. This parameter can be changed,
however, doing so will require a reboot of the server, not just a restart of the proxy service.
Group Presets These items control how much information is generated in the tracelog
files and should be used with caution in a debugging scenario, and with the assistance of an
Interactive Intelligence Support Engineer. Increasing these to higher levels can render the SIP
proxy unusable in production deployments. The default setting for All Topics is Default.
Current Topic Levels This setting allows for finer control over log output than Group Presets.
These should be changed with assistance from Interactive Intelligence support engineers. The
default production setting for all topic levels is Status.
Review Questions
Complete the review questions for this chapter in your study guide.
Labs
There are no labs associated with this chapter.
7-14
Chapter
Interaction Switchover
Interaction Switchover
www.inin.com/education
8.1
Interaction Switchover
INTRODUCTION TO INTERACTION SWITCHOVER
IC supports an automated switchover system. If an IC Server fails, the server can switch control to
another mirror image IC Server in less than 30 seconds with minimal phone disruption. In addition,
the switchover scheme allows administrators to manually switch the active IC server with minimal
phone disruption.
SWITCHOVER TERMINOLOGY
IC Switchover requires a pair of IC servers, as well as the capability of other devices to support
multiple SIP servers. Each IC server has a corresponding server configured identically. One of the IC
servers is installed as the primary server, and the other is the backup server. The backup server
monitors the primary server for TS and UDP pings.
Primary Server The primary server processes all IC interactions, such as phone calls, faxes, web
chats, voicemail, etc.
Backup Server This is the failover system. The backup server is a mirror image of the primary
server, duplicating its hardware and software, including IC registry entries.
All components must be identical including:
An identical amount of RAM, disk space, number, and names of drives.
Operating system software and service packs, including identical services running (e.g., SNMP).
Same Administrator account name and password (e.g., ICAdmin) for logging onto Windows on
each server.
IC components and site names (the site name is case sensitive).
Application software, including email clients that use identical mailboxes, etc.
FOR YOUR
INFORMATION
Both Polycom SoundPoint IP phones and Audiocodes analog and digital gateways support
redundant proxy configuration. Each of these supported devices is able to send SIP messages to
multiple IC servers and failover to an active IC server when necessary, without the presence of a
dedicated SIP proxy. For more information on automated IC switchover, refer to the Automated
Switchover System documentation.
INITIATING SWITCHOVER
By default, the backup server starts the switchover procedure immediately when it detects:
The Primary Server is no longer sending UDP pings.
The Primary Server is no longer responding to TS pings that are sent from the Backup Server.
CAUTION
8-02
Interaction Switchover
It is possible that another subsystem could have severe problems that could render the
server unusable, but switchover would not initiate a switch as the subsystems it monitors are
responding normally.
2015, Interactive Intelligence, Inc.
UDP Ping
In the UDP ping process, the Switchover subsystem on the Primary Server sends datagrams to the
Switchover system on the Backup Server. If a UDP ping is not received for 5 consecutive seconds, a
switchover is triggered.
FOR YOUR
INFORMATION
The UDP ping is not always reliable on high traffic networks. For this reason, many customers prefer
to disable it. In such cases, you can create and set the Switchover UDP Monitor server parameter to
No or 0.
If you want to change the default timeout values, you can create and set the following server
parameters in Interaction Administrator on the active server:
Switchover UDP Maximum Ping Delay A switchover is triggered when the failure count
exceeds 5.
FOR YOUR
INFORMATION
Set this value to between 1 and 3600 seconds. The default value is 5 seconds.
Switchover UDP Initial Ping Delay Specifies the time in seconds that the Switchover system
on the backup server waits before starting to listen for datagrams from the active server. The
default value is 5 seconds.
Often a UDP ping failure shows up in the system event log and indicates that a network problem
occurred or that the active server hung for some reason. The event log can also indicate the
Switchover component failed or restarted.
TS Ping
The Telephony Services (TS) ping specifies the number of seconds that Switchover will wait for a TS
ping response from the active server before signaling a TS failure. The value should be between 5
and 60 seconds. The default is 10 seconds.
In the event Switchover doesnt receive the response in the specified time, it will pause and try
again. Should it fail a second time, it will switch to the backup server.
FOR YOUR
INFORMATION
The pause time is configured using the Switchover TS Failure Retry Delay. This parameter specifies
the number of seconds Switchover will wait after the active server fails to respond to a TS ping
before retrying. The value must be greater than 0 seconds. The default is 1 second.
The Switchover logs are required to diagnose the root cause of the switchover, but it may be
beneficial to scan the system event logs and switchover log to ensure it wasnt a lost network
connection that caused the ping to fail.
REGISTRY KEYS
Most of ICs key configuration data and all IC process tree information is stored in the IC servers
registry. During normal operation when the primary server is handling interactions, the switchover
system on the backup server monitors the IC part of the registry on the primary server. Anytime
a configuration change occurs or something triggers an IC registry key to change on the primary
server, that change is immediately copied and applied to the backup server. In this way, the backup
server stays synchronized with the primary (active) server and is ready to take over handling calls.
8-03
Interaction Switchover
IC DIRECTORIES
When key files are added, changed, or removed from the primary IC server, that change must be
reflected on the backup server. When the IC switchover service is started on the backup server, it
starts monitoring default directories on the primary server and mirrors all add, remove, and update
file operations to the backup server.
Do not mirror the \Work or \Logs directory on the IC server. Several IC processes write temporary
files to these directories that are not needed on the backup server.
INITIALMIRRORDIR PARAMETER
Directories listed for this parameter will only be copied the first time that the backup server
synchronizes with the primary server. Once the initial synchronization has occurred this parameter
will be ignored.
MIRROR EXCEPTIONS
Specifies extensions of any files that you do not want to mirror.
SUBDIRECTORY MIRRORING
To mirror subdirectories, place a + (plus) sign before the drive letter in the path.
EXAMPLE
FOR YOUR
INFORMATION
8-04
Interaction Switchover
Emails that contain HTML are converted to plain text, and markup is lost in case of a switchover.
Any attachment that might have been added to a draft email is not synchronized and must be added
again to the draft email after the switchover.
Chat interactions remain connected; the web user wont notice the switch happening. Intercom
chats remain connected as well, maintaining all the history information about the chat.
In case of a file transfer during a switch, the transfer might fail. In that case, the user must
re-initiate the transfer.
Callback requests remain in the system and continue to be routed after the switchover has
been completed.
REVERSING ROLES
After a switchover event, planned or unplanned, the roles of the two servers reverse, with the
former backup server now working as the primary.
When a switch occurs, Switchover notifies Telephony Services on the primary server that it must
stop and notifies Telephony Services on the backup to start.
The failed server is in a non-functioning state until the failure is resolved and the service is rebooted.
When IC starts up, Switchover queries the opposing machine to find out what state it is in,
primary or backup. If the other server is not available, the starting server will start up in primary
mode. If the opposing server is available and already in primary mode, the starting server will
start in backup mode.
8-05
Interaction Switchover
MANUAL SWITCHOVER
A manual switchover can be initiated to verify that the switchover pair will respond appropriately
when a switch occurs. To force a switch, click the Switch button. The manual switch will cause the
active server to cease taking calls and pass control to the Backup server. The switchover console is
useful for testing, and we recommend running it monthly during the maintenance cycle.
FOR YOUR
INFORMATION
After switchover, the former primary server is in a non-functional state until it has been rebooted.
8-06
Interaction Switchover
CAUTION
The backup server will not become the active server in the event that the primary server
experiences a failure when running in this state.
Manual Switch Only mode means the administrator MUST initiate the switch via the Switchover
Control Panel to make the Backup server become primary. Then, the SU should be applied to the
old primary. When SU installation is complete on the old primary, it will be rebooted and come
up as the backup server.
8-07
Interaction Switchover
Managed Polycom phones are directed to DNS to find IC servers on the network. In IC 4.0 with
current Polycom firmware, DNS SRV treats both proxies as a primary server and approaches them
as a failover pair (i.e., the phone will park on the responding server). Whichever server responds to
SIP messaging will be first to receive the next call.
8-08
Interaction Switchover
TROUBLESHOOTING SWITCHOVER
During an unplanned switchover, an emergency support ticket (Code Red) should be opened. Be
prepared to supply the following information to support.
Review Questions
Complete the review questions for this chapter in your study guide.
Labs
There are no labs associated with this chapter.
8-09
Interaction Switchover
Chapter
www.inin.com/education
9.1
INTERACTION SUPPORT
When an issue needs to be escalated to a higher tier, the Interaction Support team is available to
provide assistance through our Telephone IVR and the iSupport website.
The preferred method for contact is by phone through our global IVR. This contact method ensures
you will be able to quickly reach an engineer who is best equipped to assist with your specific issue.
The Interaction Support website offers a regional list of phone numbers and business hours. While
Standard Support is only available during regional business hours, Priority and Emergency Support
are always available.
9-02
9-03
iSUPPORT WEBSITE
The iSupport website is available for customers to submit a new Support Incident, access existing
Support Incidents, and to chat with a Support Engineer. The iSupport website can be accessed at
https://isupportweb.inin.com, or through the Interaction Support website at www.inin.com/support
once you have received your logon credentials.
There are also links to download the iSupport App (iOS and Android), which offers a mobile link to
Interaction Support and the ticketing system.
9-04
CAUTION
If you are dealing with an issue that would constitute a Code Red situation, call Interaction Support
directly through the Global IVR; do not submit an iSupport ticket.
Product The product related to this incident. If the issue or question is not product specific,
select Not Product Specific. If you dont see your product listed, please select Not Product
Specific, and make a note in the worknotes regarding the missing product name. If the
incident is not related to an Interactive Intelligence product, please contact the products
vendor for support.
Product Version The version and software revision of the product selected. If the issue or
question is not version-specific, or if you are not certain what version of the product is involved,
select Not Version Specific. If the appropriate version is not listed, please make note of the
missing version in the incidents worknotes and select the nearest version to proceed.
Worknotes A detailed description of the incidents issue or question. Some general
questions to consider:
Is this a production or development server?
Is this an upgrade or new installation?
Was it working before? What has changed on the system?
Have there been environmental changes (e.g., carrier, network, or power)?
Is this happening to all users?
Is the problem reproducible? What are the steps to reproduce it?
Are there specific error numbers and/or messages?
Have you looked in the Online Help or Support Knowledgebase?
Are there alternate contact persons?
9-05
9-06
Telephony Architecture Links to the Interaction Media Server 4.0 Support site.
System Requirements This section contains links to system hardware and software requirements,
a virtualization technical reference, and a link to the Interactive Intelligence Testlab.
Service Updates The latest Interaction Center Service Update (SU) and any relevant information
can be found in this section. There is also a preview summary link that can be used to see what might
be coming in the next Interaction Center SU.
Utilities and Downloads A majority of the utilities in this section are used during the initial
installation of or migration to a new version of Interaction Center. However there are some useful
post-installation tools such as:
CSV Managed IP Phone Lists Download the zip file containing two types of .CSV lists based
on 1) Template and 2) Type, Manufacturer, and Model. Use one of these lists to create new
managed IP phones and associated SIP Stations in the Interaction Administrator Managed IP
Phone Assistant.
Password Checking Tool Readme To improve system security, a password checking utility
is available to identify users on an IC server who have left their password at the default of
1234. The PWCheckU.exe utility can be found at the \I3\IC\Server root directory on the IC
4.0 Server. See the Readme for details.
9-07
9.2
9-08
TROUBLESHOOTING TIPS
It is important to gather information such as:
Types of calls affected and devices involved:
Internal (station-station) Involves phones and IC, maybe Media Server, maybe gateway,
and network.
External calls Can involve same elements as internal calls, but will also involve PSTN
(FXO or digital) gateway.
Conference calls Introduces dependency on conference resources.
Users affected Introduces configuration issues; permissions.
Frequency of problems Intermittent issues differ from constant conditions.
CRITICAL
Interactive Intelligence Support may ask you for a network capture. It is imperative that you or
someone else understands how to conduct a capture, and where in the network the capture should
be taken.
9-09
RecordingBaseUriLocal Local path on the Media Server where the calls are being stored as
they are being recorded (as .wav files).
RecordingBaseUriRemote Path to the share hosting the recordings on the Media Server.
This path is passed to TS and is used by Interaction Recorder as well, so it must be accessible
to the CIC Server. This path is unique to each Media Server you have. This will have the
recordings stored in the compression format specified on the Media Server.
Recordings are not being compressed in the specified format Specify the recording compression
format by using the RecordingMimeTypeDefault property on the Media Server. Remember, the
value for this must be specifiedthere is no drop-down list from which to choose. So ensure the
correct string has been entered. Currently, the following values are supported:
audio/PCMU
audio/PCMA
audio/L16
audio/GSM
If you do not type this correctly, you will see an error logged on the Media Server log. If you have
specified this correctly and the recording is still in an incorrect format, check what format is
specified in Recorder config.
Recorder will access the compressed recording from Media Server and then re-compress it if
you have specified a compression format on Recorder as well.
If you only want Media Server to compress recordings, and not recorder, then do NOT check
the compress recordings option in Recorder config.
9-10
QoS enablement issues with Media Server To enable QoS on Media Server, you need to set the
RTPQoSTaggingEnabled property on the Media Server. If you see problems after that, please make
sure that the NIC Driver version is correct. More information on this can be found in the Media
Server document under the Configuring Quality of Service section.
Media Server License is expiring soon, how do I create a new one? Please contact support, or
email the licensing team. Media Server licenses cannot be renewed or generated via the License
Management site currently.
How is a Media Server selected for a particular call? If you have more than one Media Server for
an xIC Server:
If you have a Media Server added to a region, then that Media Server will be used for all calls
for that region, as long as resources are available. If the Media Server in that region runs out
of resources, then any other Media Server from outside the region is chosen.
If there are no region-specific Media Servers, then one is chosen based on the load/utilization.
9-11
INTERACTIVE COMMUNITY
The Interactive Community is a free and public service provided by Interactive Intelligence to
promote an online community devoted to the sharing of ideas and information regarding Interactive
Intelligence software. You can access the community here: http://community.inin.com.
Opinions expressed on the Interactive Community are not those of Interactive Intelligence, and
Interactive Intelligence accepts no legal responsibility for their veracity or nature.
9-12
9.3
APPLICATION LOG
The Application Log contains events logged by applications or programs.
For example, a database program might record a file error in the application log. The developer of
the software program decides which events to record. When starting IC, numerous messages will
be written as the Remoco subsystem starts all the other subsystems. It can take several minutes for
all the functions of Interaction Center to start. It is the job of the Remoco subsystem to keep all the
Interaction Center processes running and Remoco will attempt to restart any process that fails. Any
error messages related to Interaction Center will appear in the Event Viewer under the Application Log.
This is the first place to check when trying to isolate a problem with the Interaction Center platform.
FOR YOUR
INFORMATION
9-13
Remoco Message 15008 indicates that all the Interaction Center subsystems and functions were
brought online without error. Look for this message to verify that the Interaction Center is fully started.
SECURITY LOG
The security log can record security events such as valid and invalid logon attempts, and events
related to resource use, such as creating, opening, or deleting files. This log should only be viewed
by Network Administrators, and is not generally useful for troubleshooting Interaction Center.
SYSTEM LOG
The System Log contains events logged by the Windows Server 2008 R2 system components. For
example, the failure of a driver or other system component to load during startup is recorded in
the System log.
9-14
WHAT IS MONITORED?
Perfmon can be configured to obtain specific data regarding the functioning and use of system
resources. There are many items, or counters, that can be monitored including Processors,
Processes, Threads, Memory, and Physical Disks.
9-15
Starting a Service By double-clicking on a particular service, you can modify the start-up
properties of that service.
CAUTION
9-16
A program that is not responding can sometimes freeze the server and cause other unrelated
programs and processes to fail. For this reason, we recommend that you do not use the Interaction
Center Server for other nonessential programs.
9-17
9.4
IC System Manager is a graphical user interface that can query, stop, restart, and trace the
Interaction Center server subsystems. The window lists information such as process tree
subsystems, startup order, status, PID (Process ID), elapsed time, CPU and memory usage, virtual
memory, thread count, and handler count.
Monitor Returns the most current data from a particular subsystem or all subsystems. You
can also set these subsystems to poll data at set intervals. You can find out the current state of
a subsystem, or view it over time using the Monitor menu.
Control This menu option allows you to stop and restart subsystems.
Trace Tracing is the logging of messages generated by subsystems that details actions
performed by that subsystem. These messages are recorded in a file and can be used to track
performance. Most subsystems start with all tracing set to a default level (which includes status
messages, warnings, and errors). The trace menu allows you to raise or lower the tracing levels
for each subsystem. Use Trace Configuration to set levels on the subsystems in the process tree.
Use All Trace Configuration to set levels on all the subsystems started by the Interaction Center.
If you want (or need) to change the location where tracing logs are stored, this utility can set the
new location.
View Use this to view or hide the toolbar and Status Bar
Help Provides help for the IC System Manager.
FOR YOUR
INFORMATION
9-18
CAUTION
Tracing levels should only be changed at the request of Interactive Intelligence Support, or someone
intimately familiar with its operation. All tracing levels can generate many megabytes worth of data,
potentially causing memory issues and filling disk space on your server.
One feature of this utility is that it allows you to reset all topics to their default tracing levels (the
levels set at after first installing Interaction Center). By default, some topics are set at 60 while
others are set at 41. That is why this function can be useful.
Also, if you contact Interaction Support with an Interaction Client, Interaction Center Business
Manager, or Interaction Attendant issue on a workstation, you may be required to gather logs for
those client-side applications. You can use Trace Configuration Utility to do this.
FOR YOUR
INFORMATION
Interaction Support recommends raising the relevant subsystem topics to level (80) Notes when
troubleshooting. However, while investigating issues with client applications, it is recommended the
topics be raised to level (100) Verbose.
IC LOG LOCATION
The Interaction Center system has built- in logging that can help you or an Interactive Intelligence
Support team member diagnose system behavior. The IC subsystems write system messages in the
form of logs. These logs are binary files that can be examined using the ININ Log Viewer.
The logs are stored in log files that are associated with the specified subsystem in the \I3\IC\Logs\
dates of the current week folder.
9-19
CAUTION
Opening the logs in the ININ Log Viewer on production servers is not recommended.
9-20
ININ Log Viewer Menu When you first open up a log, it will appear in a new Log Viewer window.
The Log Viewer also has a toolbar that allows you to quickly perform a multitude of functions by
clicking the appropriate icons.
File Allows you to open, reopen, or close log files. You can also snip data from the log or merge
multiple logs together into a new file.
Edit Provides options to copy entries and perform a basic search.
View Allows you to change how the log and messages are viewed.
Filter Allows you to filter the open log to view specific message types or threads. Typically,
filter is only necessary when troubleshooting a problem, as instructed by a support engineer.
You can filter by topic, context, or thread ID, or set a filter based on a search string. You can also
remove all current filters to return to the default view.
Search The Search menu allows you to search for a specific message or to jump to a specific
time stamp in the log.
FOR YOUR
INFORMATION
9-21
The IC SIPEngine log, if turned up to 80, will show all the SIP signaling used in a SIP session. Log
Viewer can be used to view SIP traces in this format.
9.5
Packet Captures
INTRODUCTION TO WIRESHARK
WHAT IS WIRESHARK?
Wireshark is a free, open source packet analyzer. It can be downloaded at www.wireshark.org/
download.html.
WIRESHARK FEATURES
Capture live packet data from a network interface
Display packets with very detailed protocol information
Open and save captured packet data
Import and export packet data to and from many other capture programs
Filter packets on many criteria
Search for packets on many criteria
Colorize packet display based on filters
Generate statistics
FOR YOUR
INFORMATION
You can convert capture files from one format to another by reading in a capture file and writing it
out using a different format. This makes Wireshark captures compatible with analyzers from many
other vendors.
9-22
Edit Contains items to find a packet, time reference, set your preferences, or mark one or
more packets (note: cut, copy, and paste are not presently implemented).
View Controls the display of the captured data, including the colorization of packets, zooming
the font, showing a packet in a separate window, and expanding and collapsing trees in the
packet details pane.
Go Contains controls to jump to a specific packet.
Capture Allows for starting and stopping captures and creating capture filters.
Analyze Contains items to manipulate display filters, enable or disable the dissection of
protocols, configure user specified decodes, and follow a stream.
Statistics Contains menu-items to display various statistic windows, including a summary of
the packets that have been captured, display protocol hierarchy statistics, and much more.
DISPLAY FILTERS
Wireshark is a useful utility for capturing and analyzing packets. Display filters can add to this
by allowing control over how captured packets are viewed (post-capture filtering). These filters
range from simple to complex and are created using a variety of operators and strings to create
filter expressions.
FOR YOUR
INFORMATION
If the Filter field turns green when entering data, the string is valid. If it turns pink, the string is
invalid / incomplete.
Searches can be run for various criteria, including protocols and device addresses.
9-23
The Expression button (next to the Filter field) can be used to display a list of filter expressions and
operators (Relations) to create strings for searching through compiled data.
Using Filter Expressions to create a filter for SIP to messages containing the SIP User address
71902 creates a string that Wireshark understands and will use to filter out all other non-relevant
data. The filter was created using:
Field Name = sip.to.addr SIP to address
Relation = Contains
Value (character string) = 71902
9-24
FOR YOUR
INFORMATION
9-25
EXAMPLE
Example: ip.addr == 172.16.1.107 searches packets containing a specific address. Furthermore, this
address can be searched as just a sender, or just a receiver.
A simple way to create expressions to search for specific IP addresses, either as source, destination,
or both, is to right-click in the Packet List Pane and select Prepare Filter or Apply Filter for a specific
packet containing the information you wish to search.
This specific filter displays all captured packets in which IP address 172.16.131.163 was the Source
(ip.src == 172.16.131.163).
VIEW FILTERS
The Menu / View options allow for a variety of custom controls for viewing and analyzing packets.
For many, the default colorization, for example, is difficult to read. Color rules can be applied for
conversations and other criteria to make it more usable.
9-26
A useful utility under the View options is the Time Display Format option. This enables the display
packets in the following ways:
Date and Time of Day
Seconds Since Beginning of Capture
Seconds Since Previous Captured Packet
Seconds Since Previous Displayed Packet
Seconds Since Epoch (1970-01-01)
These settings can be useful in determining delivery time of packets and time stamping packets
during post-capture analysis. If set to Seconds Since Previous Captured Packet or Seconds Since
Previous Displayed Packet, packetization rate and jitter levels can be identified. This example
shows packet number, time (Seconds Since Previous Displayed Packet [filtered for RTP]), Source /
Destination IP addresses, and the Protocol (RTP).
9-27
The Time column displays a reference time at the beginning, then each following packet is based
on packetization rate (approximately 20ms). Slight jitter can be seen in the RTP stream by quickly
analyzing the time column (displayed in milliseconds).
CAPTURE FILTERS
Unlike Display filters, Capture Filters affect the data that is captured, which can minimize the
amount of data you need to store for analysis.
It is possible to use existing capture filters or create new ones. The following steps will walk you
through the creation of a new Capture Filter for SIP:
From the Menu, select Capture / Capture Filters.
Click New, and enter SIP as the name for the filter.
In the Filter String field, enter the string tcp port 5060 and host 192.100.100.101. (This will
capture SIP messages to and from this IP address.)
Click OK to save the filter.
To use the filter, in the Menu select Capture / Options.
9-28
VoIP-SPECIFIC TOOLS
Wireshark has integrated some useful VoIP-specific tools into the interface, which makes it easier to
isolate and analyze SIP and RTP traffic above and beyond simple filtering.
The Statistics Menu provides, among other things, the ability to:
Create graphs
Isolate conversations
Gather statistical information per protocol
Analyze RTP traffic and extract audio
View VoIP calls, SIP tracing / session setup, and playback audio
9-29
GRAPHS
Many types of graphs can be created to display a variety of conditions. A simple graph can represent
jitter within an RTP stream.
CONVERSATIONS
It can be useful to drill down on conversations, or sessions between specific devices, or all sessions
for a specific protocol. The Conversations option under Statistics provides this functionality.
Protocol Statistics Provides statistical data per protocol or other filtering process. Can be used to
extract specific information from a data stream.
9-30
From this screen, it is also possible to save the audio payload as an .au file and playback in any
application that can play .wav files, such as Media Player.
9-31
In addition, there is an option to graph any of the sessions using the Graph button.
If the Player button is selected, the associated RTP stream(s) can be isolated and played back with
the embedded audio player. This allows for either or both streams to be played. In addition, statistical
information about the streams is displayed (duration of the call, jitter, and sequencing data).
9-32
WIRESHARK CAPTURES
Wireshark offers a default view for viewing captured packets. This view allows you to see time
stamp information, source and destination addresses, and protocols.
The main Wireshark window for viewing captures is split into three window panes:
Packet List Pane Shows a list of all captured packets. Selecting packets in this pane affects
what displays in the other two panes.
Packet Details Pane Provides a detail of the selected packet. This can include source and
destination port information, domain information within SIP packets, byte length, and other
information.
Packet Bytes Pane Displays data from the selected packet (bit-level information).
Review Questions
Complete the review questions for this chapter in your study guide.
Labs
Complete the following labs in your lab manual:
Lab 15: Stopping and Starting Services
Lab 16: System Manager
Lab 17: Installing and Using Wireshark
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10
Chapter
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10.1
Preventive Maintenance
AVOIDING PROBLEMS
After installation:
Create a change log for the system, and document any changes immediately.
When troubleshooting, be sure to implement only one change at a time. Document each change,
and then document the result.
New audio prompts require CCITT mu-law, 8-bit mono, 8-KHz sampling rate.
Consult the support website for anti-virus software requirements.
Document the telephony configuration, including a wiring diagram.
Label all cabling to the IC server.
Periodically review the consumption of resources to determine server load. Some examples of
resources to monitor include:
Line utilization
Station utilization
License consumption
CPU utilization
Memory Utilization
DO NOT make changes to an IC system during production hours. If you are a 24 x 7 site,
schedule changes for off peak hours.
Test any implementation changes before altering a production system.
Maintain an adequate spare hardware kit.
Do not put IC log files on a separate server. Store Log files on the IC server, and if possible, on
a separate hard disk from the system drive and the RAID array. We recommend RAID 1 for log
drives, however, for more robust sites with large database activity, RAID 10 is recommended.
Perform a server analysis before and after adding more load to the system.
Backup servers are production systems; do NOT treat them as test systems.
DO NOT install third-party software on an IC server unless approved by support. Installation
of third-party software has caused errors by altering and deleting critical files necessary to
the IC system.
Inform IC administrators of any potential changes to domain accounts, such as password changes.
FOR YOUR
INFORMATION
There is a KB article that outlines the necessary steps to ensure a successful change of the IC
Admin password: Reference KB Q100327191209459.
The Interaction Center is a telephony system. This system relies on the proper functioning of the
Central Office (CO) that is servicing any installation.
Peripheral server performance affects the IC system. Interaction Center often works in tandem
with various peripheral systems. The database servers, mail servers, and other systems used
by IC affect the performance of the IC system. Changes to the peripheral systems can cause
performance problems on the IC server.
Contact the IC admin when changes occur on peripheral systems.
Password changes in the messaging server, database server, or network can lead to a failure
on the IC system if the same change is not implemented on the IC server.
Thoroughly research and apply Windows Server 2008 R2 Group policies with caution. Inform
the IC administrator of any changes in Group Policy. Since these policies are reapplied at preset
intervals, a system may continue to function for hours or days and then suddenly fail (when the
new policy hits).
10-02
EXAMPLE
A policy affects the IC server. The problem caused by the policy is corrected only to occur again
when the policy is reapplied. A poorly designed or severely restrictive policy can adversely affect
an IC server.
CHANGE MANAGEMENT
Basic administrative changes like adding users, stations, or roles are expected. High-level changes,
like changes to the messaging server, database server, and the IC server itself, should not be made
without documenting these changes and including a back-out plan.
Examples of changes that could severely impact the IC system:
Changing server names or addresses
Changes to the domain name
Any changes to the database or db server
Loading software on the IC server or any servers used by the IC system
Making hardware changes to the IC system or any servers used by IC
Making service level changes through the telco provider
Restarting the IC server
Restarting a server used by the IC system
Changes to any peripheral device that can affect the system (e.g., changes to switches, gateways,
channel banks, and CSUs)
Changing Windows Server Group Policy Objects
Any permissions changes (includes Domain or IC rights and permissions)
CAUTION
Changes such as those listed can severely impact the performance of the IC system. Be proactive
when considering changes to the IC system or any servers used by the IC system. Plan to
implement changes during low or nonproduction hours. Have a backout plan in case there are
unexpected results.
FAULT TOLERANCE
Fault resilient servers have the following common characteristics.
Redundant, hot-swappable power supplies Internal hot-swappable, redundant power supplies
come in at least two varieties: Load-sharing and non load-sharing power supplies.
Multiple redundant fans We recommend at least three fans. The ventilation system of the
fault-resilient server should force cooling air through a plenum chamber and across all the cards
to cool the entire system.
Redundant or hot-swappable disk drives RAID-10 is the recommended RAID configuration.
RAID 5 is no longer supported.
Self-monitoring system with notification The best fault resilient PCs have self-monitoring
systems to notify the system administrator (and ideally the operating system) of a component failure.
Mean Time Between Failures (MTBF) The predicted elapsed time between inherent failures
of a system during operation. MTBF is the calculation of the arithmetic mean (average) time
between failures of a system component. The MTBF is an important consideration in determining a
preventive maintenance schedule and spare component inventory.
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Other Requirements for a Fault Resilient System The following is a list of additional
considerations to ensure a fault tolerant network:
Spares kit for important hardware components
Additional disk drive
A power supply
A single board computer
Cooling fan
Network card
Memory chips
Video card
Monthly
Physical check of all cables connected to the IC server. Make sure that there are no loose or
frayed cables. Make sure that they are securely connected.
Conduct a Switchover test.
Weekly
Test the UPS that connects to the IC server.
Check the amount of free space on the hard drive.
FOR YOUR
INFORMATION
If Support asks you to turn on detailed tracing for troubleshooting purposes, you need to check the
available space much more frequently. Check either daily or possibly even hourly. Contact Support
for any unexplained usage of the available space, especially if it is in large increments.
Daily
Back up the hard disks on the IC server.
Run differential nightly backups and a full backup during the weekend.
Monitor the Event logs for any STOP errors.
FOR YOUR
INFORMATION
In a stable system, monitoring the Event logs should only take a few moments because you should
not find many errors.
Use SNMP to monitor for any STOP errors and have the error emailed to the appropriate
personnel for troubleshooting.
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Consult the Technical Reference document Data Backup for detailed information on relevant
subdirectories included in the backup of the \I3\IC directory.
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In the Session Manager section in Supervisor, do you see clients logged on on each listed
Session Manager?
Do they have free drive space?
Lastly, check IC System Manager and see if all the subsystems are up and if any have
significantly different up times?
3. If you are a Microsoft customer, perform the MS Health Check.
4. If you need to check specific IC functionality follow the Health Check page in the appropriate
Self-Help section of the support website.
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10.2
10-07
Be sure to check the Support website often for Service Updates. Keeping the system up-to-date
reduces the potential for unexpected server downtime. For sites using custom handlers, note that
the SU will ONLY update base handlers.
Review Questions
Complete the review questions for this chapter in your study guide.
Labs
Complete the following labs in your lab manual:
Lab 18: Perform Hands-on Troubleshooting
Lab 19: Deployment Scenario
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