Summary

No two IP Office configurations are alike. This results in some call flows not being handled as well as expected and can result in incorrect logging or Realtime statuses within Chronicall. Follow these tips closely to ensure the settings are as optimized as possible. Only after reviewing each of these sections should a development ticket be created.

NOTE: Call Twinning, Call Forwarding, and other Twinning/Forwarding features do not function with Chronicall/ACR and will not be supported.

NOTE: Some call flows such as "external call forwarding" (also called call forwarding to an external number) are unsupported from the phone system because they may contain call events that are not received to Chronicall/ACR in a timely manner. 

Double-check that we are getting all desired Users and Groups

• Ensure Ex-Directory is not enabled on any users that need to be shown.
• Ensure no Users or Groups have any special characters, like commas or apostrophes.
• TFTP Directory Read needs to be enabled to receive Agent and Group information. You can double-check this by reviewing the IP Office TFTP Settings section below.
• Remove as many Simultaneous Ringing Groups (Collective Ringing) from your configuration as possible. See our Simultaneous Ringing Groups section below for more information.

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IP Office TFTP Settings - IP Office 9.1 and older

If you are noticing communication or connection issues between your IP Office and Chronicall server, and are on IP Office 9.1 or older, implement these TFTP workarounds to improve the connection.

Steps for IP Office 9.0 and older

1. Within Avaya IP Office Manager navigate to File > Advanced Settings > Security Settings.
2. Navigate to Security > System > Unsecured Interface
3. Verify that TFTP Configuration Read and TFTP Directory Read are checked
   • TFTP Configuration Read is required for trunk information
   • TFTP Directory Read needs to be enabled to receive Agent and Group information
     
     
     
     
4. Save and merge any changes
5. You may need to restart Chronicall in order to see the new trunks
   
   

Steps for IP Office 9.1 and newer

On IPO 9.1  you can still pull trunks automatically from IP Office via the following steps. If this for some reason does not work, there are also steps to add them manually included below.

1. In Avaya IP Office Manager navigate to File > Advanced Settings > Security Settings
2. Navigate to Security > System > Unsecured Interface
3. Verify that TFTP Server and TFTP Directory Read are checked
4. Navigate to Services > Configuration
5. On the Service Security Level drop-down, ensure that you have Unsecure + Secure selected, then save and merge any changes.
   
   
   
   
6. Navigate back to the main Configuration page for Avaya Manager
7. Find the IP Office in question, and navigate to the Users for that IP Office
8. Find the NoUser, and navigate to the Source Numbers tab for NoUser
9. Add TFTP_CONFIGURATION_READ to the source numbers for that user, then save and merge any changes
10. You may need to restart Chronicall services to pull the new trunks
11. Schedule a reboot of the IP Office to occur after business hours
    • This will finalize the changes for the TFTP Workaround

Manually Add Trunks - IP Office 9.0 and older

You will need to enable the TFTP Directory Read option as above, however, the TFTP Configuration Read option has been removed and you will need to configure the trunks manually within Chronicall's System Setting for each IP Office Connection on 9.0 and newer.  If on 9.1, the steps above make up for the missing TFTP Configuration Read option and should automatically pull the trunk details.  If trunks are still not populating after following these steps, you can enter the trunks manually.

• NOTE: Only enter external trunks. Do not enter internal trunks such as an H323 line.

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Simultaneous Ringing Groups

• The data we get from these Collective Ringing patterns is inconsistent and can cause havoc on logging and Realtime
  • If possible, please use other ring patterns for improved logging
• Even if you can't get all of your groups to switch, switch as many as possible
• We cannot and will not guarantee a fix for logging/reporting errors if there are collective ring groups involved
• You can configure the "Simultaneous Ringing Groups" option within ACR or Chronicall’s System Settings to better handle groups that use collective ringing mode (as set in the hunt group configuration)
  • If a call goes to a group that has been added to the Simultaneous Ringing Groups, a Ringing event will be assigned to the Group rather than an Agent
  • This should help provide more consistency with reporting but is imperfect at best

 

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Use a Transfer Action for Hunt Group Voicemail

1. In the Queue or Still Queue Menu you can present the customer the option to leave the queue in order to leave a voicemail. Rather than send them to a Leave Mail action, please use a Transfer action
   
   
   
   
2. Within the Transfer action, you will need to enter a Short Code. The example below has a Short Code of 575
   
   
   
   
3. Configure the Short Code within Avaya IP Office Manager to go to a Voicemail Node. In the example below, we send the call to SalesVM
   • NOTE: The spelling of the Telephone Number must match what you created in VM Pro
     
     
     
     
4. Configure the Voicemail Node to send the caller to the appropriate voicemail box
   • This example shows the call going to the REALTIME Voicemail Box
     
     
5. These steps will ensure that Chronicall receives the voicemail event and is able to accurately report on your call flows

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Configuring a Voicemail Pro Transfer Action

It is important to leave the ‘Source of transfer’ field blank when configuring Transfer actions within the Voicemail Pro.

• Any characters within this section will change the data Chronicall receives in a negative way and create inaccurate logging.
• However, you can add characters to the Description field and report on that data as a Tag within Chronicall.
  
  
  
  

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Hunt Group Announcements

Calls will not show as queued for the Hunt Group unless the announcements are turned on and set for greater than zero seconds.  Calls will look like they went from Auto Attendant straight to the agent, bypassing the group entirely. In order for Voicemail Pro queue events to show up within Chronicall follow these steps:

1. Navigate to the HuntGroup > Announcements menu within Avaya IP Office Manager.
2. Check the Announcements On box.
3. Ensure that the Wait before the 1st Announcement is at least 1 second or longer.
4. To clean up the calls within Chronicall it is also recommended to disable the "Syncronize Calls" option.

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Hunt Group Queue Type

• For the best data, Xima recommends setting any groups with queuing enabled to use the Queue Type Assign Call On Agent Alert
• This will allow Chronicall to properly account for each agent ringing event on a phone call
• You can find this setting under Groups > Queuing as shown below.  
  
  

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Using IP Office Account Codes

There is an IP Office setting that can prevent account codes from appearing in Chronicall.

1. In Avaya IP Office Manager, open the System > Telephony > Show Account Code menu and make sure that the box is checked
   • If it is not checked, IP Office account codes will not be usable within Chronicall
     

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Extension Login & Logout

• Users should have "Force Login" enabled in IP Office Manager
• This ensures that the user is truly logged out of their extension when they log out, which results in more accurate data for Chronicall
• You can find this by selecting the User in question, then selecting the Telephony tab, and then Supervisor Settings
  
  
  
  

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Install Chronicall Near the Primary Server Edition

• If the environment includes a primary Server Edition along with multiple IP 500s, Chronicall should be installed on the same LAN as the primary Server Edition.