Starfish CMS

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Solution & Interoperability Test Lab Application Notes

©2009 Avaya Inc. All Rights Reserved.

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Avaya Solution & Interoperability Test Lab

Application Notes for Starfish Provisioning Solution CMS

Integration Module with Avaya Call Management System

– Issue 1.0

Abstract

These Application Notes describe the configuration steps required to integrate the Starfish

Provisioning Solution CMS Integration Module with Avaya Call Management System (CMS)

using the ODBC interface. The CMS Integration Module allows the Starfish Provisioning

Solution to communicate with Avaya CMS and associate agent login IDs with a name and a

group(s). This module makes these associations by writing directly to the Avaya CMS

database via the ODBC interface. This solution allows customers to automate and streamline

the on-boarding and off-boarding of call center agents.

Information in these Application Notes has been obtained through DevConnect compliance

testing and additional technical discussions. Testing was conducted via the DevConnect

Program at the Avaya Solution and Interoperability Test Lab.

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1. Introduction These Application Notes describe the configuration steps required to integrate the Starfish

Provisioning Solution CMS Integration Module with Avaya Call Management System (CMS)

using the ODBC interface. The CMS Integration Module allows the Starfish Provisioning

Solution to communicate with Avaya CMS and associate agent login IDs with a name and a

group(s). This module makes these associations by writing directly to the Avaya CMS database

via the ODBC interface. This solution allows customers to automate and streamline the on-

boarding and off-boarding of call center agents.

The CMS Integration Module performs the following three functions:

Associates an Agent Login ID to a name and up to five groups using the AddAgent

script. The syntax of the command is:

AddAgent <loginID> <AgentName> <ACDNumber> <GroupNames>

Updates the name and group(s) associated with an Agent Login ID using the

UpdateAgent script. The syntax of the command is:

UpdateAgent <loginID> <AgentName> <ACDNumber> <GroupNames>

Removes the agent associations from Avaya CMS using the DeleteAgent script. The

syntax of the command is:

DeleteAgent <loginID> <ACDNumber>

Note: Examples of each script are provided in Section 8.3.

1.1. Interoperability Compliance Testing

The interoperability compliance test included feature and serviceability testing. The feature

testing focused on verifying that the CMS Integration Module can associate an agent login ID

with a name and up to five groups, modify the name and groups associated with an agent login

ID, and remove the name and groups associated with an agent login ID. In addition, error

conditions, such as specifying the wrong number of arguments for a script and specifying an

agent login ID or group that doesn’t exist, were also tested.

The serviceability test cases were performed manually to verify that the CMS Integration

Module could handle adverse conditions, such as server reboots and loss of network

connectivity.

1.2. Support

Contact Starfish associates for technical support of the CMS Integration Module.

Web: www.starfishassociates.com

Phone: (908) 203-4660

Email: [email protected]

http://www.starfishassociates.com/

mailto:[email protected]

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2. Reference Configuration

The following figure illustrates the network diagram used for the compliance test which included

the CMS Integration Module only without the complete Starfish Provisioning Solution product

suite.

LAN

Avaya Call Management

System (CMS)(90.1.1.100)

Starfish Provisioning Solution

CMS Integration Module

Avaya 4600 Series IP

Telephones (Agents)

Avaya S8300 Server with

G350 Media Gateway(90.1.1.110)

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3. Equipment and Software Validated The following equipment and software were used for the sample configuration provided:

Equipment Software

Avaya S8300 Server with G350 Media Gateway

Avaya Communication Manager

5.1.2

(R015x.01.2.416.4)

Avaya Call Management System R13.1ca.i

Avaya 4600 Series IP Telephones 2.8 (H.323)

Starfish Provisioning Solution CMS Integration Module on

Windows Server 2003

1.1

ODBC OpenLink Interface for CMS Integration Module 4.2

4. Configure Avaya Communication Manager This section provides the procedures for configuring Avaya Communication Manager. The

procedures include the following areas:

Verify Avaya Communication Manager Software Options

Administer Adjunct CMS Release

Administer IP Node Names for CMS and Processor Ethernet

Administer Processor Interface Channel

Administer Agent Login ID

The detailed administration of contact center devices such as ACD/Skills, VDNs, Vectors, and

Agents are assumed to be in place. These Application Notes will only cover how to establish the

CMS link and configure an agent login ID.

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4.1. Verify Avaya Communication Manager Software Options

Log into the System Access Terminal (SAT) to verify that the Avaya Communication Manager

license has proper permissions for features illustrated in these Application Notes. Use the

display system-parameters customer-options command to verify that the G3 Version field is

set to “V15” on Page 1, as shown below.

display system-parameters customer-options Page 1 of 11

OPTIONAL FEATURES

G3 Version: V15 Software Package: Standard

Location: 1 RFA System ID (SID): 1

Platform: 13 RFA Module ID (MID): 1

USED

Platform Maximum Ports: 900 67

Maximum Stations: 450 17

Maximum XMOBILE Stations: 0 0

Maximum Off-PBX Telephones - EC500: 450 0

Maximum Off-PBX Telephones - OPS: 450 0

Maximum Off-PBX Telephones - PBFMC: 0 0

Maximum Off-PBX Telephones - PVFMC: 0 0

Maximum Off-PBX Telephones - SCCAN: 0 0

(NOTE: You must logoff & login to effect the permission changes.)

Navigate to Page 6, and verify that the Call Center Release field is set to “5.0”, as shown below.

display system-parameters customer-options Page 6 of 11

CALL CENTER OPTIONAL FEATURES

Call Center Release: 5.0

ACD? y Reason Codes? y

BCMS (Basic)? y Service Level Maximizer? n

BCMS/VuStats Service Level? n Service Observing (Basic)? y

BSR Local Treatment for IP & ISDN? n Service Observing (Remote/By FAC)? n

Business Advocate? n Service Observing (VDNs)? y

Call Work Codes? n Timed ACW? y

DTMF Feedback Signals For VRU? n Vectoring (Basic)? y

Dynamic Advocate? n Vectoring (Prompting)? y

Expert Agent Selection (EAS)? y Vectoring (G3V4 Enhanced)? y

EAS-PHD? n Vectoring (3.0 Enhanced)? y

Forced ACD Calls? n Vectoring (ANI/II-Digits Routing)? y

Least Occupied Agent? y Vectoring (G3V4 Advanced Routing)? y

Lookahead Interflow (LAI)? n Vectoring (CINFO)? y

Multiple Call Handling (On Request)? n Vectoring (Best Service Routing)? y

Multiple Call Handling (Forced)? n Vectoring (Holidays)? y

PASTE (Display PBX Data on Phone)? n Vectoring (Variables)? y

(NOTE: You must logoff & login to effect the permission changes.)

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4.2. Administer Adjunct CMS Release

Use the change system-parameters features command and navigate to Page 12. Set the CMS

(appl mis) field to the software release of Avaya CMS. In this case, Avaya CMS “R13.1” is

used.

change system-parameters features Page 12 of 17

FEATURE-RELATED SYSTEM PARAMETERS

AGENT AND CALL SELECTION

MIA Across Splits or Skills? y

ACW Agents Considered Idle? y

Call Selection Measurement: current-wait-time

Service Level Supervisor Call Selection Override? n

Auto Reserve Agents: none

CALL MANAGEMENT SYSTEM

REPORTING ADJUNCT RELEASE

CMS (appl mis): R13.1

IQ (appl ccr):

ACD Login Identification Length: 0

BCMS/VuStats LoginIDs? y

BCMS/VuStats Measurement Interval: hour

BCMS/VuStats Abandon Call Timer (seconds):

Validate BCMS/VuStats Login IDs? n

Clear VuStats Shift Data: on-login

Remove Inactive BCMS/VuStats Agents? n

4.3. Administer IP Node Name for Avaya CMS and Processor Ethernet

Use the change node-names ip command to add entries for Avaya CMS and the Processor

Ethernet that will be used for connectivity. In this case, “cms” and “90.1.1.100” are entered as

Name and IP Address for the Avaya CMS server, and “procr” and “90.1.1.110” are entered as

Name and IP Address for the Processor Ethernet. The actual node names and IP addresses may

vary. Submit these changes.

change node-names ip Page 1 of 2

IP NODE NAMES

Name IP Address

cms 90.1.1.100

default 0.0.0.0

msgserver 90.1.1.111

procr 90.1.1.110

( 4 of 4 administered node-names were displayed )

Use 'list node-names' command to see all the administered node-names

Use 'change node-names ip xxx' to change a node-name 'xxx' or add a node-name

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4.4. Administer Processor Interface Channel

Assign a new processor interface channel with the change communication-interface processor-

channels command. Add an entry with the following values, and submit these changes.

Enable: “y”

Appl.: “mis”

Mode: “s” for server mode.

Interface Link: “p” for Processor Ethernet.

Interface Chan: TCP channel number for Avaya CMS. In this case “5002”.

Destination Node: Avaya CMS server node name from Section 4.3.

Destination Port: “0”

Session Local: Corresponding channel number in Proc Chan field. In this case “2”.

Session Remote: Corresponding channel number in Proc Chan field. In this case “2”.

The Interface Chan field contains the Avaya CMS TCP channel number, which is defined as

part of the Avaya CMS installation. For the compliance testing, the default TCP channel number

of “5002” was used.

change communication-interface processor-channels Page 1 of 24

PROCESSOR CHANNEL ASSIGNMENT

Proc Gtwy Interface Destination Session Mach

Chan Enable Appl. To Mode Link/Chan Node Port Local/Remote ID

1: y mis s p 5002 cms 0 2 2

2: n 0

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4.5. Administer Agent Login ID

Use the add agent-loginID n command, where “n” is the login ID. On Page 1, provide a

descriptive name in the Name field and configure the Password fields.

add agent-loginID 5302 Page 1 of 2

AGENT LOGINID

Login ID: 5302 AAS? n

Name: Starfish Agent 1 AUDIX? n

TN: 1 LWC Reception: spe

COR: 1 LWC Log External Calls? n

Coverage Path: AUDIX Name for Messaging:

Security Code:

LoginID for ISDN/SIP Display? n

Password: 5302

Password (enter again): 5302

Auto Answer: station

MIA Across Skills: system

ACW Agent Considered Idle: system

Aux Work Reason Code Type: system

Logout Reason Code Type: system

Maximum time agent in ACW before logout (sec): system

Forced Agent Logout Time: :

WARNING: Agent must log in again before changes take effect

On Page 2, specify the skill number in the SN field. In this example, skill number (i.e., hunt-

group) 52 should have been configured prior to this step. Specify the skill level in the SL field

per contact center requirements. Repeat this procedure for each agent login ID.

add agent-loginID 5302 Page 2 of 2

AGENT LOGINID

Direct Agent Skill:

Call Handling Preference: skill-level Local Call Preference? n

SN SL SN SL

1: 52 1 16:

2: 17:

3: 18:

4: 19:

5: 20:

6:

7:

8:

9:

10:

11:

12:

13:

14:

15:

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5. Configure Avaya Call Management System This section covers the configuration of Avaya CMS to allow the CMS Integration Module to

connect to Avaya CMS and grant access to the appropriate CMS database tables. It is assumed

that the following administration is already in place:

Create a new user account in the cms group for the CMS Integration Module using the

useradd –g command.

Configure the password for the user account using the passwd command.

After creating the Starfish user account in Avaya CMS, perform the following tasks:

Grant access permissions to the Starfish user in Avaya CMS to the agroups and

synonyms database tables

Add user to Avaya CMS

Provide write access to the Avaya CMS Dictionary

Add Agent Groups

5.1. Grant Access Permissions to User

Use the dbaccess utility on Avaya CMS to provide access permission to the Starfish user to the

agroups and synonyms tables in the cms@cms_ol database. The following command may be

used to grant permission to the user:

grant all on <table_name> to <user_name>

Perform the following steps to provide access permissions to the Starfish user.

1. Log in as “root” from the Avaya CMS console that uses the Solaris xterm environment.

2. Open a Solaris xterm window.

3. Change to the /opt/informix/bin directory.

4. Run the dbaccess utility in an xterm window.

5. The dbaccess utility interface is displayed with a DBACCESS menu as shown below.

Use the arrow keys to highlight the Database option, and then press Return.

DBACCESS: Query-language Connection Database Table Session Exit

Use SQL query language.

6. From the DATABASE menu, highlight the Select option, and then press Return (not

shown).

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7. From the SELECT DATABASE screen shown below, select the cms@cms_ol database,

and then press Return.

SELECT DATABASE >>

Select a database with the Arrow Keys, or enter a name, then press Return.

------------------------------------------------ Press CTRL-W for Help --------

cms@cms_ol

sysmaster@cms_ol

sysuser@cms_ol

sysutils@cms_ol

8. Exit from the DATABASE menu and return to the DBACCESS menu.

9. From the DBACCESS menu, use the arrow keys to select Query-Language. The SQL

menu is then displayed as shown below. From the SQL menu, select New to enter the

SQL editor.

SQL: New Run Modify Use-editor Output Choose Save Info Drop Exit

Enter new SQL statements using SQL editor.

----------------------- cms@cms_ol ------------- Press CTRL-W for Help --------

10. In the SQL editor, enter the grant all command as shown below to grant access

permissions to the agroups table followed by pressing the ESC key.

NEW: ESC = Done editing CTRL-A = Typeover/Insert CTRL-R = Redraw

CTRL-X = Delete character CTRL-D = Delete rest of line


grant all on agroups to starfish

11. From the SQL menu, select Run and press Return to execute the SQL command. If

successful, “Permission granted” is displayed at the bottom of the screen.


Run the current SQL statements.



Permission granted.

12. From the SQL menu, select New to enter the SQL editor and enter the next SQL

command.


Enter new SQL statements using SQL editor.


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13. In the SQL editor, enter the grant all command as shown below to grant access

permissions to the synonyms table followed by pressing the ESC key. The synonyms

table contains the association of agent name to agent login ID.

NEW: ESC = Done editing CTRL-A = Typeover/Insert CTRL-R = Redraw

CTRL-X = Delete character CTRL-D = Delete rest of line


grant all on synonyms to starfish

14. From the SQL menu, select Run and press Return to execute the SQL command. If

successful, “Permission granted” is displayed at the bottom of the screen.


Run the current SQL statements.



Permission granted.

15. Exit the dbaccess utility.

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5.2. Add User to Avaya CMS

Use a terminal emulator to connect to Avaya CMS, and log in with the proper credentials (i.e.,

not the Starfish account). The Main Menu is displayed. Navigate to User Permissions User

Data as shown below and hit Return. The User Permissions: User Data screen will be

displayed.

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In the User Permissions: User Data screen, specify the User ID of the Starfish user account and

set the Login ACD field to the appropriate ACD number. In this example, the agent login IDs

that will be associated to a name and group(s) are in ACD group “2”. Hit Return and then select

the Add option in the menu to the right. Hit Return again. The Starfish user has now been

added to Avaya CMS.

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5.3. Provide Write Access to the Avaya CMS Dictionary

Provide write access to Avaya CMS Dictionary to the “starfish” user. From the CMS Main

Menu, navigate to User Permissions Feature Access and hit Return to display the User

Permissions: Feature Access screen.

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In the User Permissions: Feature Access screen, specify “starfish” as the User ID and hit

Return. From the menu on the right, select Find one to retrieve the default settings for the user.

Next, set the Write column for the Dictionary feature to “y” and hit Return. Select Modify

from the menu and hit Return again.

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5.4. Add Agent Groups

Add the groups to which the agent login IDs will be associated. From the CMS Menu, navigate

to Dictionary Agent Groups. The Dictionary: Agent Groups screen will be displayed.

From the Dictionary: Agent Groups screen, specify the group name in the Agent group name

field (e.g., “sales”). Hit Return and select Add from the menu to the right. Hit Return again.

Repeat this step for each agent group to be added.

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6. Configure Starfish Provisioning Solution CMS Integration Module

This section provides the procedures for configuring the CMS Integration Module. The

procedures fall into the following areas:

Administer ODBC Interface

Administer the CMSInterface.properties File

Administer Log Settings

Note: Examples of the running the scripts for associating an agent login ID with a name and a

group(s) is provided in Section 8.3.

6.1. Administer ODBC Interface

Under Administrative Tools in Windows Server 2003, select Data Sources (ODBC) and

configure the ODBC interface as shown below. The ODBC configuration should include the

username discussed in Section 5 and the IP address of Avaya CMS. The remaining fields may

be configured as shown below. Once configured, the ODBC connection may be tested using the

Test Connection button. Click OK when done.

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6.2. Administer CMSInterface.properties File

The CMS Integration Module uses a configuration file, CMSInterface.properties, which

contains the following settings:

DBConnectionString – connection string to ODBC datasource

DBUsername – user to access the datasource

DBPassword – password to access the datasource with “DBUsername”

Below is an example of the CMSInterface.properties file used during the compliance test.

DBConnectionString=jdbc:odbc:starfish

DBUsername=starfish

DBPassword=starfish

6.3. Administer Log Settings

All transactions are logged in the CMSInterface.log file. The log file also displays the version

of the CMS Integration Module. The figure below displays a sample log file.

SPS-CMS Integration - 1.1

Cannot remove agent 2901 from groups. Agent not found in any group

Cannot delete agent 2901. Agent not found.



Agent 29101 deleted successfully


ACD Number provided in the argument (3rd argument) needs to be integer


Agent added successfully - 29101


ACD Number provided in the argument (3rd argument) needs to be integer







Agent 29101 modified successfully

Cannot remove agent 29101 from groups - No group contains this agent.

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Log file settings reside in a standard log configuration file called Log4j.properties. Below is an

example of the file used during the compliance test.

log4j.rootLogger=WARN , stdout, R

log4j.appender.stdout=org.apache.log4j.ConsoleAppender

log4j.appender.stdout.layout=org.apache.log4j.PatternLayout

# Pattern to output the caller's file name and line number.

log4j.appender.stdout.layout.ConversionPattern=%m%n

log4j.appender.R=org.apache.log4j.RollingFileAppender

log4j.appender.R.File=CMSInterface.log

log4j.appender.R.MaxFileSize=100MB

# Keep one backup file

log4j.appender.R.MaxBackupIndex=1

log4j.appender.R.layout=org.apache.log4j.PatternLayout

log4j.appender.R.layout.ConversionPattern=%m%n

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7. General Test Approach and Test Results The interoperability compliance test included feature and serviceability testing. The feature

testing focused on verifying that the CMS Integration Module can associate an agent login ID

with a name and up to five groups, modify the name and groups associated with an agent login

ID, and remove the name and groups associated with an agent login ID. In addition, error

conditions, such as specifying the wrong number of arguments for a script and specifying an

agent login ID or group that doesn’t exist, were also tested.

The serviceability test cases were performed manually to verify that the CMS Integration

Module could handle adverse conditions, such as server reboots and loss of network

connectivity.

The Starfish Provisioning Solution CMS Integration Module passed compliance testing.

8. Verification Steps This section provides the tests that can be performed to verify proper configuration of Avaya

Communication Manager, Avaya Call Management System, and the Starfish Provisioning

Solution CMS Integration Module.

8.1. Verify Avaya Communication Manager

Verify the status of the processor interface channel by using the status processor-channels n

command, where “n” is the processor channel number from Section 4.4. Verify that the Session

Layer Status is “In Service”, and that the Socket Status is “TCP connected”, as shown below.

status processor-channels 1

PROCESSOR-CHANNEL STATUS

Channel Number: 1

Session Layer Status: In Service

Socket Status: TCP connected

Link Number: p

Link Type: processor ethernet

Message Buffer Number: 0

Last Failure: None

At: 02/25/09 13:55

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8.2. Verify Avaya Call Management System

From the Main Menu, verify the status of the connection to Avaya Communication Manager by

selecting Maintenance Connection Status, as shown below.

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Enter the corresponding ACD(s) with which the agent login IDs is associated. For the

compliance testing, the corresponding switch connection is ACD system “2”. Press Return and

select Find one from the menu. Press Return again.

The switch connection status is displayed. Check the status in the Session and Connection

fields, as shown below.

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8.3. Verify CMS Integration Module

From the server where the CMS Integration Module resides, verify ODBC connectivity to Avaya

CMS using the Test Connection button on the OpenLink ODBC Setup window shown in

Section 6.1.

Next, open a command prompt window to run the AddAgent, UpdateAgent, and DeleteAgent

scripts. To check that the scripts successfully performed the desired operation on Avaya CMS,

verify that the appropriate name and group(s) were associated with the agent login ID using the

procedures in Section 8.3.4.

8.3.1. Run AddAgent Script

From the command prompt, run the following AddAgent command to associate agent login ID

“5302” with the name “John Smith” and the groups “sales” and “marketing”. Prior to running

this command, the agent login ID must be configured on Avaya Communication Manager as

described in Section 4.5 and the agent groups should already be configured on Avaya CMS as

described in Section 5.4.

C:\starfish\CMSInterface>AddAgent 5302 "John Smith" 2 sales marketing

The AddAgent command output is displayed below. The output may be displayed to the

console and/or the CMSInterface.log file.

C:\starfish\CMSInterface>echo off

** SPS-CMS Integration - 1.1



Agent 5302 added to group sales

Agent 5302 added to group marketing

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8.3.2. Run UpdateAgent Script

From the command prompt, run the following UpdateAgent command to modify the name and

groups associated with agent login ID “5302”. In this example, the name associated with agent

login ID “5302” is changed to “Ellen Klein” and only the “engineering” group is associated to

the agent login ID.

C:\starfish\CMSInterface>UpdateAgent 5302 "Ellen Klein" 2 engineering

The UpdateAgent command output is displayed below. The output may be displayed to the





Agent 5302 modified successfully

Agent 5302 removed from all groups

Agent 5302 added to group engineering

8.3.3. Run DeleteAgent Script

From the command prompt, run the following DeleteAgent command to remove the name and

group associations with agent login ID “5302”.

C:\starfish\CMSInterface>DeleteAgent 5302 2

The DeleteAgent command output is displayed below. The output may be displayed to the





Agent 5302 removed successfully from all groups


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8.3.4. Verify Agent Login ID Associations in Avaya CMS

To verify that the CMS Integration Module associated the appropriate name to the agent login

ID, check the Login Identifications in Avaya CMS. Form the CMS Main Menu, navigate to

Dictionary Login Identifications. The Dictionary: Login Identifications screen will be

displayed.

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From the Dictionary: Login Identifications screen, specify the Login ID and hit Return. From

the menu to the right, select List All and hit Return again.

The name associated with the Login ID is displayed on the next screen shown below and should

match the name specified as a script parameter.

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To verify that the CMS Integration Module associated the appropriate group to the agent login

ID, check the Agent Groups in Avaya CMS. Form the CMS Main Menu, navigate to

Dictionary Agent Groups. The Dictionary: Agent Groups screen will be displayed.

From the Dictionary: Agent Groups screen, specify the Agent group name associated with the

Login ID and hit Return. From the menu to the right, select Get contents and hit Return again.

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From the Dictionary: Agent Groups: Get screen, specify the Login IDs and hit Return. From

the menu to the right select List All and hit Return again.

The group name associated with the Login ID is displayed on the next screen shown below and

should match the name specified as a script parameter. Repeat this procedure if the login ID has

been associated with multiple groups.

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9. Conclusion These Application Notes describe the configuration steps required to integrate the Starfish

Provisioning Solution CMS Integration Module with Avaya Call Management System using the

ODBC interface. The CMS Integration Module is a component of the Starfish Provisioning

Solution, which wasn’t verified during this compliance test. All feature and serviceability test

cases were completed successfully.

10. References This section references the product documentation relevant to these Application Notes.

Administrator Guide for Avaya Communication Manager, Document 03-300509, Issue

4.0, January 2008, available at http://support.avaya.com.

Avaya Call Management System Switch Connections, Administration, and

Troubleshooting, Document ID 07-601582, February 2006, available at

http://support.avaya.com.

Starfish Provisioning Solution CMS Integration Module 1.0, contact Starfish Associates

for a copy of this document.

http://support.avaya.com/

http://support.avaya.com/

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Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by ® and ™

are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the

property of their respective owners. The information provided in these Application Notes is

subject to change without notice. The configurations, technical data, and recommendations

provided in these Application Notes are believed to be accurate and dependable, but are

presented without express or implied warranty. Users are responsible for their application of any

products specified in these Application Notes.

Please e-mail any questions or comments pertaining to these Application Notes along with the

full title name and filename, located in the lower right corner, directly to the Avaya DevConnect

Program at [email protected].

mailto:[email protected]

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