Configure IP Office and Voicemail Pro for Contact Center (Multimedia)

Overview

Chronicall's Multimedia and Avaya Call Reporting Contact Center works with the IP Office and Voicemail Pro to route calls to your liking. The steps below demonstrate how to configure the IP Office and Voicemail Pro to send calls to the Contact Center (Multimedia).

Note: This article assumes Contact Center (Multimedia) has already been installed. If it has not been installed, please see this guide.

IP Office

The IP Office needs to be configured to send calls to the Contact Center (Multimedia). We do this by creating IP Office Users with SIP extensions and placing those Users within a Hunt Group.

Note:  Depending on your configuration, you may want to allow your agents to place a call on hold without receiving another call. The steps to do so are found in this Best Practices guide.

Users and Extensions

Purpose: To create new User accounts in Avaya IPO for each 3rd Party IP endpoint or in the case of ACR, the Avaya IP endpoint license.

Once created, assign the User accounts to actual SIP extensions or create new SIP extensions so that Contact Center (Multimedia) can route calls to the actual agent.

  1. Open Avaya IP Office Manager
  2. Pull a local system configuration
  3. Navigate to the User menu under the IP Office that Contact Center (Multimedia) will be using

    User_Menu.png

  4. Either create a new User for each license of an Avaya 3rd Party IP Endpoint you wish to assign to Multimedia, or create one new User and stack the licenses (see Step 8 in this section for further explanation)
    • NOTE:  If ACR (Avaya Call Reporting) OEM, you will only need one new User to configure for the Avaya IP endpoint license
  5. Create the following settings in the new user's User tab:
    • Create a Name
    • Create a Password if you like, though for Contact Center (Multimedia) handsets this one doesn't matter
    • Re-enter the password in the Confirm Password field
    • Account Status set to Enabled
    • Full Name repeats the entry in the Name field
    • Extension that Multimedia/Contact Center will use
    • Profile drop-down set to "Basic User"
    • Select Exclude from Directory

      User_tab.png

  6. In the Voicemail tab
    • Remove "Voicemail On"

      Voicemail_Tab.png

  7. In the Telephony tab
    • Under the sub-tab of Call Settings
      • Select "Call Waiting On"

        Call_Waiting_On.png

    • Navigate to Telephony > Supervisor Settings
      • Enter a Login Code and Confirm Login Code
      • This is the password you will use in Chronicall to link the SIP Extension
      • Also make sure that Force Login is unchecked

        Supervisor_Settings.png

  8. If you have multiple End Point Licenses please refer to the IP Office Configuration section of our Single/Stacked SIP Extension guide to stack the licenses on one Contact Center (Multimedia) extension
  9. As you hit OK to add a new User, you will be prompted to add a new VOIP extension to be created and assigned to that User account. Select SIP Extension and select OK

    SIP_Extension.png

  10. Go to the new SIP Extension that was created. Verify that the User account that
    you created is assigned to the SIP Extension

    Extension_Menu.png

    Base_Extension.png

  11. Click on the VoIP tab and select from the Reserve License dropdown the option: ‘Reserve 3rd party IP endpoint license’
    • NOTE: If using Avaya Call Reporting please use 'Reserve Avaya IP endpoint license' instead
  12. Finally, make sure that the Re-invite Supported option is de-selected along with unselecting"Allow Direct Media Path"

    VoIP_Tab.png

  13. Save your changes

Application User Rights

Note: Only use with ACR (Avaya Call Reporting) Contact Center or when stacking end-point licenses

The prospective Contact Center (Multimedia) extension user(s) must be part of a User Rights Group with the option “Application Servers Group” checked.

  1. Navigate to the User Rights menu

    User_Rights.png
  2. If there is not already a User Rights Group by the name of "Application", create one

    Application_User_Rights.png

  3. Under the User tab of that new User Rights Group make sure that the "Application Servers Group" box is checked

    Application_Servers_Group.png

  4. Select the virtual handset(s) created above in the User Rights Membership > Members of this User Rights tab

    Members_of_this_User_Rights.png

  5. Save your changes

Stacked 3rd-party SIP endpoint licenses

The non-OEM extensions use 3rd-party SIP endpoint licenses and it is up to the client to know how many they have available. To utilize these licenses seamlessly when using more than one license, you need to add "ULI={License Count}" to the “Source Numbers” of the Multimedia User.

  1. Navigate to the User menu
  2. Open the Source Numbers tab
  3. Add ULI={License Count} to its Source Number list
    • NOTE: You can add up to 5 licenses per User, and the number of licenses an extension is assigned should match the number of 3rd Party SIP Endpoint licenses the WebLM has been provided.
    • You can see in the image below that extension 391 is set up to have three licenses under its Source Numbers

      ULI_Codes.png
  4. Save your changes
    • NOTE: Sometimes a PBX reboot is required to recognize the license change and to allow the registration

Hunt Group

Purpose: Create a Hunt Group in Avaya IP Office. This group is created to route calls to the provisioned IP Office Users and failover if necessary.

  1. Go to the Groups menu

    Group_Menu.png

  2. Right-click on Group and select "New"
  3. Create a new Group Name. In this example, we chose "Multimedia"
  4. Provide an appropriate Extension number
  5. Set Ring Mode to "Collective Call Waiting" and check the "Exclude From Directory" box

    Group_exclude.png

  6. Place all virtual handsets previously created within this group's User List by selecting "Edit"

    • Those virtual handsets created in the User and Extension section above


      User_List.png

  7. Select all virtual handsets that you want in this Hunt Group and use the Append button to place them into the Contact Center (Multimedia) Hunt Group

    Append_Hunt_Group_Membership.png

  8. Under the Queuing tab, please deselect the Queuing On box 

    Queue_Off.png

  9. Under the Voicemail tab disable voicemail by deselecting Voicemail On

    Voicemail_On.png

  10. For resiliency, go to the Overflow tab and choose an appropriate destination for calls to overflow to should the virtual handsets become fully utilized, unregistered, or the Contact Center (Multimedia) service fails
  11. Set Overflow Time (sec) to 2 seconds
  12. Set Overflow Mode to "Group"
  13. Set Immediate Overflow to "Off"
  14. Select Add... and configure which Hunt Group you would like as the Overflow group
    • In the example below, we added the Appointment Hunt Group as our Overflow group

      Overflow.png

  15. Press OK to register these changes

NOTE: You can also create a manual fallback option for one of your Users in order to bypass Contact Center (Multimedia) and only use Hunt Groups. This is useful during planned outages and for diagnosing issues with Chronicall/ACR that might require a service restart.

Incoming Call Route

Purpose: Create an Incoming Call Route to direct calls to Voicemail Pro. If you already have an Incoming Call Route you'd like to use then you may skip this step.

  1. Go to the Incoming Call Route menu and select an Incoming Call Route or create a new one

    Incoming_Call_Route.png

  2. In the Destinations tab, under the Destination field, type in the name you want (in our example we chose "VM:Multimedia") then hit OK

    VM_Multimedia.png

  3. Once these settings are configured, save and reboot the IP Office

Voicemail Pro

Create a Module

Purpose: Create a Call Flow entitled "Multimedia". If you already have a module that you'd like to use then you may skip this step.

  1. Right-click on Modules and select Add

    Add_Module.png

  2. A new window will appear with the heading "Adding a new start point". Type "Multimedia" in the name field and hit OK

    start_point.png

Menu Configuration

Purpose: Create a Menu in order to get callers to Contact Center (Multimedia) and route them to the desired skill. You can use a module of your choice or the module created above. 

  1. Select "Basic Actions"

    Basic_Action_Menu.png

  2. Select "Menu" and drag it onto the screen
  3. Double-click this new menu and create a greeting under the Entry Prompts tab whereby you greet the caller and provide them a menu, or Auto Attendant options

    Entry_Prompts.png

  4. Under the Touch Tones tab create your Menu options with at least 1 Touch-Tone selection
  5. We also recommend selecting the Timeout box and putting an appropriate time in seconds

    touch_tones.png

  6. For example, if the Auto Attendant's entry prompt is to "Press ‘1’ for ‘Tech Support’", please create a Transfer action from the Telephony Actions menu
    • NOTE: Assisted Transfers are NOT supported
      • In the event the virtual handset(s) are not answering, the overflow needs to be configured at the Hunt Group level of IP Office (please see the Hunt Group section above)
      • The use of Assisted Transfers will result in inaccurate call logging and missed recordings

        transfer_action.png

  7. Place the Transfer action into the call flow and link the Menu option 1 to the Transfer action

    Link_to_Transfer.png

  8. Inside the Transfer action
    1. In the General tab you can change the Token Name to better represent the transfer (e.g. "Transfer to Tech Support")

      Token_Name.png

    2. Under the Specific tab:
      • In the Destination field, enter in the Hunt Group extension created earlier for Contact Center (Multimedia) (in following our example Extension 661)
      • Leave the Source field blank otherwise this will interfere with call logging

        Specific_Destination.png

      • In the Description (displayed on phone) field, enter the name of the Contact Center (Multimedia) Skill group tag that this call should be routed to. Write down what you put here as you will use it when you program your Contact Center (Multimedia) Skills within Chronicall
      • The Description field is case sensitive so make sure it matches exactly!

        Description.png

  9. Repeat Step 8 for each Contact Center (Multimedia) Skill group with different menu selections until you have created all necessary transfer actions
  10. When setup is complete be sure to use the "Save & Make Live" option to implement your changes

    save_and_make_live.png

Chronicall Settings

SIP Extensions

Purpose: Configure Contact Center (Multimedia) to register with the IP Office Users configured earlier.

  1. Open Chronicall and navigate to Admin (System) > System Settings
  2. Expand Multimedia/Contact Center Voice Seat and select SIP Extensions

    Multimedia_Voice_Seat.png

  3. The SIP Extensions window will appear. Enter the User profile extensions created in Avaya IP Office under the SIP Extension field and the corresponding password from the same User extensions in the Password field

    SIP_Extensions.png

  4. If you have stacked licenses adjust the Licenses number to the appropriate amount and make sure that "Application Servers Group" is selected
  5. Press OK
  6. Select the Save button
  7. A Multimedia service restart will be needed after completion to initiate the registration request

Be sure to test your SIP extensions to ensure they are registered with Contact Center (Multimedia)!

  • NOTE: If you have issues with the handsets not registering please refer to this article.
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Table of Contents

    Environment

    Operating System

    • Windows

    PBX System

    • Avaya IP Office

    Chronicall Version