Avaya ITEL Reporting for Contact Center Service Guide

RS; Reviewed: SPOC 12/7/2010

Solution & Interoperability Test Lab Application Notes

1 of 44

ITEL_BCM60

These Application Notes describe the configuration steps required for the ITEL Reporting for

Contact Center v5.0.450.2 and the Avaya Intelligent Contact Center software to successfully

interoperate with Avaya Business Communication Manager (BCM) Release 6.0.

ITEL Reporting for Contact Center 5.0 uses the XML Contact Center Reporting Interface (XML stream, logs into Avaya BCM Release 6.0, and retrieves all of the data that is currently in the BCM). It is a Contact Center application which gathers real time data and historical statistical data from the BCM Intelligent Contact Center (ICC) and uses these two data sources to populate real time screens and create historical reports.

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.

Avaya Solution & Interoperability Test Lab

Application Notes for ITEL Reporting for Contact Center v5.0.450.2 with Avaya Business Communication Manager, Release 6.0 – Issue 1.0

Abstract

RS; Reviewed: SPOC 12/7/2010

Solution & Interoperability Test Lab Application Notes

2 of 44

ITEL_BCM60

1. Introduction

The objective of this interoperability compliance testing is to verify that the ITEL Reporting for Contact Center (RCC) v5.0.450.2 software can parse data that is currently in the Business Communication Manager (BCM), write the data to its own database and then use the data to

populate the reports.

1.1. Interoperability Compliance Testing

The focus of the compliance testing was primarily on verifying whether the ITEL RCC v5.0.450.2

software can establish an HTTP/HTTPs session with Avaya BCM release 6.0, retrieve all data

from the BCM, and populate the data to the real time screens and create historical reports.

1.2. Support

Technical support for ITEL can be obtained by contacting ITEL via email at support@itel-

business-solutions.com or by calling +44 (0) 1244 670200.

2. Reference Configuration

Figure 1 illustrates the test configuration used during the compliant testing event between the BCM rel. 6.0 and the ITEL RCC v5.0.450.2.

RS; Reviewed: SPOC 12/7/2010

Solution & Interoperability Test Lab Application Notes

3 of 44

ITEL_BCM60

Equipment

Software/Firmware

Avaya BCM50r5

System software version : 10.0.1.02.115 SW Version : Avaya BCM50 Release 6

Avaya Telephones

I2007 (IP) – Used as agents on BCM 2004P2 (IP) – Used to call into the BCM agent sets.

0621C7G 0602B76 ITEL RCC

v5.0.450.2

Figure 1: Test Bed Connection Diagram for RCC

3. Equipment and Software Validated

BCM rel.6.0 with the XML Contact Center Reporting Interface enabled (key coded).

RS; Reviewed: SPOC 12/7/2010

Solution & Interoperability Test Lab Application Notes

4 of 44

ITEL_BCM60

4. Configure on BCM

This section describes the steps to configure the BCM for the RCC.

4.1. Configure Line and Agent

The BCM configurations for RCC can be performed through Business Element Management only. The configuration procedure is provided below.

- Download Business Element Manager (BEM) software from https://IP Address of BCM

Server/index.htm and install it on a Windows PC.

- Double-click the BEM icon installed to launch Business Element Manager as shown on Figure 2 below.

- Enter a valid User ID and Password.

Figure 2: Login Screen

RS; Reviewed: SPOC 12/7/2010

Solution & Interoperability Test Lab Application Notes

5 of 44

ITEL_BCM60

To configure a line, navigate to Telephony > Lines > All Lines from the Configuration tab as shown in Figure 3 below, select a line that is available, one line corresponds to one Directory Number (DN).

Figure 3: Line Configuration

As shown in Figure 3, for example, line 128 is known as the target line. The DN 22305 is known as the public received number. Line 128 corresponds to DN 22305. When a user dials DN 22305, line 128 will ring.

Go to the Configuration tab and then navigate to Telephony >Sets > Active Sets, select one DN to configure a set as an agent.

- Select the Capabilities and Preference tab (as shown on Figure 4).

- Select a DN and then access the Button Programming tab for that DN.

- Select Key 1 from the phone screenshot demo.

- Select “Feature: CC Login/Logout (F904)” from the Value drop-down menu in

the dialog box and click on the OK button to complete.

- Do the same for Key 2 from the phone screenshot demo with dialog box of

Value as “Feature: CC Busy/Ready (F908)” as show on Figure 5.

RS; Reviewed: SPOC 12/7/2010

Solution & Interoperability Test Lab Application Notes

6 of 44

ITEL_BCM60

Figure 4: Active Sets – Feature CC Login/Logout

RS; Reviewed: SPOC 12/7/2010

Solution & Interoperability Test Lab Application Notes

7 of 44

ITEL_BCM60

Figure 5: Active Sets – Feature CC Busy Ready

RS; Reviewed: SPOC 12/7/2010

Solution & Interoperability Test Lab Application Notes

8 of 44

ITEL_BCM60

The Line Pool access has to be provided to the agent set to make outgoing calls. To configure Line Pool access, go to the Configuration tab, navigate to Telephony > Dialing Plan > Line Pools. Select BlocA and click on the Add button to add a DN to the Line Pool Access as shown in Figure 6.

Figure 6: Line Pool Access

RS; Reviewed: SPOC 12/7/2010

Solution & Interoperability Test Lab Application Notes

9 of 44

ITEL_BCM60

Figure 7 shows the added DN in the BlocA Line Pool.

Figure 7: Line Pool Added

RS; Reviewed: SPOC 12/7/2010

Solution & Interoperability Test Lab Application Notes

10 of 44

ITEL_BCM60

4.2. Configure Contact Center Reporting Data stream

After launching the Business Element Manager as shown in Figure 2, follow the steps below to launch the Contact Center on the BEM:

- From the Task Navigation Panel as shown in Figure 3, under the Configuration

tab, Navigate to Applications > Voice Messaging/Contact Center.

- Click on the Launch CallPilot Manager (not shown).

The Contact Center will appear as shown in Figure 8. On the left menu column, click on the Contact Center to display a menu options list. Then click on the General Properties as shown in red oval of Figure 8 below.

Figure 8: Contact Center Main Screen

RS; Reviewed: SPOC 12/7/2010

Solution & Interoperability Test Lab Application Notes

11 of 44

ITEL_BCM60

The Contact Center Properties page will be shown in Figure 9 below. Provide information to enable the CC reporting data stream by following the steps below:

- Enter the password on the CC Reporting Server Password textbox (CCRS is the

default password).

- Re-enter the password to confirm.

- Check on the Enable CC Reporting Data Stream check-box.

- All other attributes are left as default values.

- Click on the Submit button to save the set up information.

Figure 9: General Properties

RS; Reviewed: SPOC 12/7/2010

Solution & Interoperability Test Lab Application Notes

12 of 44

ITEL_BCM60

4.3. Create Agent list

The following steps will show how to add an Agent to an Agent List on the Contact Center:

- On the Contact Center page as shown in Figure 8, under the Contact Center menu

options list, click on the Agent List.

- Click on the Add button as shown in Figure 10 below.

Figure 10: Add List

RS; Reviewed: SPOC 12/7/2010

Solution & Interoperability Test Lab Application Notes

13 of 44

ITEL_BCM60

The page Add Agent details page will appear as shown in Figure 11. Follow the instruction below to enter details information for an agent.

- Agent ID and Name are generated automatically.

- Check on Supervisor check-box if the agent will be a supervisor else this box will

remain unchecked.

- From Missed Call Option drop down menu list, select the “Make Not Ready

(Return To Skillset)”.

- All the other attributes are left as default values or changed as required.

- Click on the Submit button to save the configured information.

Figure 11: Add Agent

RS; Reviewed: SPOC 12/7/2010

Solution & Interoperability Test Lab Application Notes

14 of 44

ITEL_BCM60

4.4. Create SkillSet list

A configured Intelligent Contact Center requires at least one skill set per agent or group of agents. The following steps will show how to add a skill set to a SkillSet List on the Contact Center:

- In order to associate an agent directory number (DN) to a specific skill set, from

Figure 3, select under Task Navigation Panel, Configuration tab > Telephony > Sets > Inactive DNs.

- Select one DN with Model as „Application‟ as shown on Figure 12 below.

- On the Contact Center page as shown in Figure 8, under the Contact Center menu

options list, click on the Skillset List.

- Click on the Configure link highlighted in red oval as shown in Figure 13 below.

Figure 12: Application DN