Avaya Solution & Interoperability Test Lab

Application Notes for Resource Software International

Shadow Call Management System with Avaya IP Office
Server Edition – Issue 1.0

Abstract

These Application Notes describe the configuration steps required for Resource Software
International Shadow Call Management System (Shadow CMS) to interoperate with Avaya IP
Office Server Edition. Resource Software International (RSI) Shadow CMS is a call reporting
application.

In the compliance testing, RSI Shadow CMS used the DevLink3 interface from Avaya IP
Office to monitor agent users and provided real-time agent status and cradle to grave reporting.

Readers should pay attention to Section 2, in particular the scope of testing as outlined in
Section 2.1 as well as any observations noted in Section 2.2, to ensure that their own use cases
are adequately covered by this scope and results.

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 for RSI Shadow CMS to
interoperate with Avaya IP Office Server Edition. Shadow CMS is a call reporting application.

The Avaya IP Office Server Edition configuration consisted of two Avaya IP Office systems, a
Primary Linux server and an Expansion IP500V2 that were connected via Small Community
Network (SCN) trunks. In the compliance testing, RSI Shadow CMS server used DevLink3
interface to connect to the Primary Linux Server and monitored groups and users on both the
Primary and Expansion systems.

In the compliance testing, Shadow CMS used the DevLink3 interface from IP Office Server
Edition to monitor agent users and provided real-time agent status and cradle to grave reporting.

The DevLink3 interface was used by Shadow CMS to obtain configured system resources from
IP Office such as configured hunt groups and agent users, and to obtain real-time agent status
and call events. The obtained information was used to produce real-time agent status and cradle
to grave reporting, which were accessible via the Shadow CMS web interface.

2. General Test Approach and Test Results

The feature test cases were performed both automatically and manually. Upon start of Shadow
CMS, the application automatically sends DevLink3 commands to obtain configured hunt
groups, users and hunt group membership information from both the Primary and Expansion
systems.

For the manual part of the testing, calls were made from the PSTN and from local users to the
hunt groups and agent users on both the Primary and Expansion systems. Necessary user actions
such as hold/reconnect were performed from the user telephones to generate events for the
various call scenarios.

The serviceability test cases were performed manually by disconnecting and reconnecting the
Ethernet connection to the Shadow CMS server.

The verification focused on the cradle to grave reporting and real-time agent status reflection.

DevConnect Compliance Testing is conducted jointly by Avaya and DevConnect members. The
jointly-defined test plan focuses on exercising APIs and/or standards-based interfaces pertinent
to the interoperability of the tested products and their functionalities. DevConnect Compliance
Testing is not intended to substitute full product performance or feature testing performed by
DevConnect members, nor is it to be construed as an endorsement by Avaya of the suitability or
completeness of a DevConnect member’s solution.

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Avaya recommends our customers implement Avaya solutions using appropriate security and
encryption capabilities enabled by our products. The testing referenced in these DevConnect
Application Notes included the enablement of supported encryption capabilities in the Avaya
products. Readers should consult the appropriate Avaya product documentation for further
information regarding security and encryption capabilities supported by those Avaya products.

Support for these security and encryption capabilities in any non-Avaya solution component is
the responsibility of each individual vendor. Readers should consult the appropriate vendor-
supplied product documentation for more information regarding those products.

For the testing associated with these Application Notes, the interface between Avaya IP Office
Server Edition and Shadow CMS did not include use of any specific encryption features as
requested by RSI.

2.1. Interoperability Compliance Testing

The compliance testing included feature and serviceability areas.

The feature testing call flows included calls within the primary IP Office, calls within the
Expansion IP Office, as well as calls between the two IP Office systems. The feature testing
focused on verifying the following on Shadow CMS:

• Use of DevLink3 ReadFile commands to obtain hunt groups, users and hunt group
membership information.

• Use of DevLink3 extension events to provide real-time reporting of user status for do-not-
disturb and hunt group membership features.

• Use of DevLink3 call events to provide cradle to grave reporting for various call scenarios
including internal, external, inbound, outbound, drop, hold/reconnect, blind/attended
transfer, blind/attended conference, voicemail coverage, voicemail retrieval, hunt group,
hunt group queuing, hot desking, park/unpark, forwarding, multiple users, multiple calls, ,
long duration, overflow, fallback and mobile twinning.

The serviceability testing focused on verifying the ability of Shadow CMS to recover from
adverse conditions, such as disconnecting and reconnecting the Ethernet connection to the
Shadow CMS server.

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2.2. Test Results
All test cases were executed and verified. The following were observations on Shadow CMS
from the compliance testing.

• User feature configuration changes on IP Office Manager cannot reflect in real-time on

Shadow CMS due to nature of the interface. Devlink3 events are only generated for stations
events happening directly on a phone due to user action. A workaround is to restart the
Shadow CMS service to force a re-synchronization with IP Office or to wait for re-query of
all devices during midnight rollover routine by Shadow CMS.

• User feature status changes via short codes may not always be reflected by Shadow CMS,
and the recommendation is to always use the programmed buttons on the user telephones.

• Shadow CMS by design does not show inbound ringing events. It shows the status once the
calls are connected.

• Set A uses hot desking and logs into Set B as Set A. When Set A logs out of Set B, Set B
logs in automatically with its own extension however the dashboard of Shadow CMS is not
aware of this since there is no event sent to it from IP Office Manager. To send an event, Set
B can re-login or will show the correct status after the midnight rollover routine of Shadow
CMS.

• During transfer and conference calls, after the party that transferred the call or when the
party that initiated the conference drops off, Shadow CMS grid still shows that the call is
connected for these users. The grid clears when the call ends.

• After a park/un-park call is completed, dashboard shows the name of the user that parked the
call to “Park”. The proper name is reflected if the user re-login or after the midnight rollover
routine of Shadow CMS. RSI is aware of this issue and is investigating.

• Shadow CMS by design provides information on Do Not Disturb feature however it does
not provide information on Call Forward, Follow Me, Overflow etc.

2.3. Support
Technical support on Shadow CMS can be obtained through the following:

• Phone: (800) 891-6014

• Email: [email protected]
• Web: www.telecost.com

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3. Reference Configuration
The configuration used for the compliance testing is shown in Figure 1. The IP Office Server
Edition configuration used in compliance testing consisted of a Primary Linux Server and an
Expansion IP500V2 system, with SCN trunks connectivity between the two systems. Each IP
Office system has connectivity to the PSTN, for testing cross systems PSTN scenarios. Shadow
CMS connects to the Primary system via DevLink3 however gets all the call events from both
Primary and Expansion systems.

The detailed administration of general devices such as Voicemail Pro, hunt groups and agent
users are assumed to be in place and are not covered in these Application Notes.

Figure 1: Compliance Testing Configuration

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

Equipment/Software Release/Version
Avaya IP Office Server Edition on Primary Linux
11.0.0.0.0 build 849
server
Avaya IP Office 500 V2 Expansion 11.0.0.0.0 build 849
Avaya IP Deskphones:
- 1140E (SIP) 4.4.23
- J129 (SIP) 2.0.0.0.45
-9641G (H.323) 6.6506
-1608-L (H.323) 1.3110
Avaya 9508 Digital Phone 0.60
Resource Software International Shadow CMS on 5.2.0.0
Windows 2008 R2 Standard SP1

Note: Compliance Testing is applicable when the tested solution is deployed with a standalone
IP Office 500 V2 and when deployed with IP Office Server Edition in all configurations.

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5. Configure Avaya IP Office
This section provides the procedures for configuring IP Office Server Edition. The configuration
shown here is only required to be carried out on the Primary system of Avaya IP Office Server
Edition. The procedures include the following areas:

• Verify license
• Administer system interfaces
• Administer rights groups
• Administer service users

From a PC running the IP Office Manager application, select Start  Programs IP Office 
Manager to launch the Manager application. Select the proper IP Office system, and log in using
the appropriate credentials. The Avaya IP Office Manager for Server Edition screen is displayed
as shown in the screen below.

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5.1. Verify License
From the configuration tree in the left pane, select the Primary System which in this case is
DevCon IPO Sev1 and then navigate to License to display a list of licenses in the right pane.
Verify that there are valid licenses for CTI Link Pro as shown below.

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5.2. Administer System Interfaces
From the configuration tree in the left pane for the Primary System, select File  Advanced 
Security Settings from the top menu.

The Avaya IP Office Manager for Server Edition – Security Administration screen is
displayed. Select Security  System from the left pane, to display the System screen in the
right pane.

Select the Unsecured Interfaces tab, and make certain TAPI/DevLink3 is checked, as shown
below.

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5.3. Administer Rights Groups
From the Avaya IP Office Manager – Security Administration screen shown in Section 5.2,
select and right-click on Rights Groups in the left pane, followed by New from the pop-up list
to add a new rights group.

The New Rights Group Details dialog box is displayed. For Group Name, enter a descriptive
name, as shown below.

The Avaya IP Office Manager for Server Edition – Security Administration screen is
updated, with Rights Group: DevLink3 shown in the right pane, where DevLink3 is the name
of the newly added rights group.

Select the Telephony APIs tab in the right pane, and check DevLink3, as shown below.

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5.4. Administer Service Users
From the Avaya IP Office Manager – Security Administration screen shown in Section 5.2,
select and right-click on Service Users in the left pane, followed by New from the pop-up list to
add a new service user. The New Service User Details dialog box is displayed. Enter desired
name and password, as shown below.

The Avaya IP Office Manager for Server Edition – Security Administration screen is
updated, with Service User: RSIshadowCMS shown in the right pane, where
RSIShadowCMS is the name of the newly added service user from above. Scroll the Rights
Group Membership in the bottom right pane as necessary and check the newly added rights
groups from Section 5.3, in this case DevLink3.

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6. Configure Resource Software International Shadow CMS
This section provides the procedures for configuring Shadow CMS. The procedures include the
following areas:

• Launch web interface

• Administer Avaya IP Office connection

The configuration of Shadow CMS is typically performed by RSI Support Services. The
procedural steps are presented in these Application Notes for informational purposes.

6.1. Launch Web Interface

The Shadow CMS can be configured using the Shadow CMS – Shadow Voice and Data
Management window. To access this window, from the server where Shadow CMS is installed,
navigate to Start  All Programs  RSI  Web CMS  Web CMS Configuration
Console.

The Web Configuration Control Panel window is seen as shown below. Ensure that the Server
Status button is green. If it is in red status, then click on the power button to start the server. Now
click on the link that shows the IP Address of the server where Shadow CMS is installed.

Note that if the server status is green, then the Shadow CMS – Shadow Voice and Data
Management can also be launched from another PC by typing the IP Address of the Shadow
CMS server in a web browser.

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Enter the Username and Password credentials and click the Login button.

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6.2. Administer Avaya IP Office Connection
Once the proper credentials are entered from the previous section, the Shadow CMS – Shadow
Voice and Data Management screen is seen as shown below. From this screen navigate to
System Configuration  PBX Connection Settings and configure the following:

• PBX Driver: Select Avaya IP Office from the drop-down menu.

• CDR: Select Avaya IP Office – DevLink 3 (WinLink 2) from the drop-
down menu.
• Server IP Address: Enter the IP address of IP Office Primary System.
• User Name: Enter the name configured in Section 5.4.
• Password: Enter the password configured for the above User Name in Section
5.4.
• Data Type: Select DevLink 3 (DevLink2 Formatted) from the drop-down
menu.

Retain default values for all other fields and click the Apply Changes Now button.

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From the above screen, click on the Show Debug Messages button and the Debug Messages
screen is shown as seen below. If all the configuration from above is correct, user will see the
successful connection messages to DevLink3 of Avaya IP Office.

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7. Verification Steps
This section provides tests that can be performed to verify proper configuration of IP Office and
Shadow CMS.

7.1. Verify Avaya IP Office

From a PC running the IP Office Monitor application, select Start  All Programs  IP
Office  Monitor to launch the application, and connect to the IP Office Primary system.

The Avaya IP Office SysMonitor screen is displayed. Select Status  TCP Stream Data from
the top menu.

The TCP Streams screen is displayed. Verify that there is an entry corresponding to the Shadow
CMS server, with the IP address of the Shadow CMS server in the Dst Addr column. Also
verify that the pertinent entry has the State as Established.

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7.2. Verify Resource Software International Shadow CMS
This section provides tests that can be performed to verify Shadow CMS Cradle To Grave, Call
Detail and real-time Dashboard reporting.

Place an incoming trunk call from PSTN to a hunt group with an available agent. Answer the call
at the agent and perform a few actions such as hold/resume before ending the call.

Follow the procedures in Section 6.1 to access the Shadow CMS web interface. From the tabs in
top row, select the required functions. Example below shows screen shots of Call Detail, Cradle
To Grave and Dashboard tabs.

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8. Conclusion
These Application Notes describe the configuration steps required for Resource Software
International Shadow CMS to successfully interoperate with Avaya IP Office Server Edition
using DevLink3. All feature and serviceability test cases were completed with observations
noted in Section 2.2.

9. Additional References
This section references the Avaya documentation relevant to these Application Notes. The
Avaya product documentation is available at http://support.avaya.com.

1. IP Office™ Platform 11.0 Installing and Maintaining the IP Office Application Server,
15-601011 Issue 13c - (Tuesday, May 22, 2018).
2. IP Office™ Platform 11.0 Deploying IP Office Basic Edition, 15-601042 Issue 33g -
(Tuesday, May 22, 2018).
3. Administering Avaya IP Office™ Platform with Manager, Release 11.0 May 2018.
4. IP Office™ Platform Description of Devlink3 API Introduced in Release 10.0, Issue 1.0.

Product Administration and User Guide documentation for RSI products can be obtained directly
from RSI.

1. Shadow CMS (Web) UserGuide.pdf

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©2018 Avaya Inc. All Rights Reserved.
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].

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