AACC / UC Integration

Technical Overview

Confidential
Confidential –– for
for internal
internal Avaya
Avaya use
use only
only
 Agenda
• Architecture Overview
– AACC High Level Architecture
• Aura Integration (MES / Standalone)
• Aura Integration (Softphone / Physical Phone)
• UC Commissioning for AACC
• User Interface for Agents
• AACC Call Flows
• AACC Login / Logout
• Incoming CC Voice Call
• Incoming Personal Call
• Shuffling
• Music On Hold
• Hot Desking
• Q&A
 AACC (MES)
SIP-Specific Agent Desktop
Components
CCT AAAD

CCMS
ASM TFE
CCMA
TSM
OAM
TR87 –

Bridge
Controlled

OAM
Taskflow SGM AML Phoneset
Editor CMF (H.323)
SGM SP RadV

SIP
.NET
H.323
TR87

SIP
AMS Aura MES
Conf Dialog SM

Announcement
CM

AES
 AACC (Standalone)
SIP-Specific Agent Desktop
Components
CCT AAAD

CCMS
ASM TFE
CCMA
TSM
OAM
TR87 –

Bridge
Controlled

OAM
Taskflow SGM AML Phoneset
Editor CMF (H.323)
SGM SP RadV

SIP
.NET
H.323
TR87

SIP
AMS
Conf Dialog SM

Announcement
CM

AES
 AACC (Physical phone)
SIP-Specific Agent Desktop
Components
CCT AAAD

CCMS
ASM TFE
CCMA
TSM
OAM

Bridge
OAM
Taskflow SGM AML
TR87 –
Editor CMF Controlled
SGM SP RadV Phoneset
(H.323)

SIP
.NET
H.323
TR87

SIP
AMS Aura MES
Conf Dialog SM

Announcement
CM

AES
 UC Commissioning for AACC
CM config steps
• UC Platform Integration Guide (NN44400-521)
– Chapter 5 – Communication Manager config steps
– http://support.avaya.com/css/P8/documents/100142007
• Agent Station config:
– 2 line appearance, last line restricted
– Shuffling enabled
– Softphone enabled
• Routing plan config
– Enable agents to dial AACC
– Enable AACC to route calls to Agents
• Numbering plan tables
– Enable AACC to see the from address if coming from an agent on CM
• NCR on, IMS off
• GRATARP (for HA)
 UC Commissioning for AACC
AES config steps
• UC Platform Integration Guide (NN44400-521)
– Chapter 9 – AES config steps
– http://support.avaya.com/css/P8/documents/100142007
• Enable CTI link between CM and AES
• Enable TR87 on AES
• Configuring Security on AES (Certificates)
• TCP Retransmission count (for HA systems)
 UC Commissioning for AACC
SM config steps
• UC Platform Integration Guide (NN44400-521)
– Chapter 8 – SM config steps
– http://support.avaya.com/css/P8/documents/100142007
• Create SIP Entity for AACC
• Create SIP Entity link for AACC
• Create a routing policy for SM to AACC
• Create a routing policy for SM to CM (so AACC can invite agents)
• Create a dial pattern from SM to AACC
SIP Fundamentals (for AACC)
• RFC 3261 (http://www.cs.columbia.edu/sip/drafts/rfc3261.pdf)
• User Agents (CM / AMS)
• Back to Back User Agent (SGM component in AACC)
• Voice Proxy (SM)
• CTI Proxy (AES)
• Session Description Protocol (SDP)
http://www.faqs.org/rfcs/rfc2327.html
• INFO (with xml encoded bodies for CSTA && AMS communication)
Agent Interface in AACC
AAAD versus Phoneset control

– AACC supports both a phoneset and a CTI client (AAAD).

– Challenge is to keep both CTI client and phoneset in sync.
– This is achieved via the TR87 integration.
– Agent telephony operations are performed via TR87 requests:
• Answer, Release, Hold, Restore, Transfer, Conference, MakeCall.
– CC operations are performed via AAAD
• Login, Logout, Ready, Not Ready, Activity Codes (all MM funcions)
• Observe, Barge In, Call supervisor, Emergency Key
 Agent Interface (1)
+

• AAAD + phoneset (H.323 / SIP) or Integrated AAAD (H.323 only)

• No phoneset support for CC specific operations
– Login / Logout
– Ready / Not Ready
– Not Ready Reason codes / Activity codes
– Observe, Barge-In, Call Supervisor
• Two call appearance supported on Agent phoneset (Aura)
• Contact information obtained from AAAD
– Limited ability to update the agent display on the phoneset.
However AAAD can display the required information.
 Agent Interface (2)
• Agent Log In
– Agent logs in and become available via the Avaya Aura Agent
Desktop (AAAD)
– Once an agent connects to AAAD, AACC begins to monitor and
control the phoneset via TR87
• Agent can then monitor and control the phoneset via AAAD
– AAAD displays calls landing on their phoneset
– Can instruct the set to answer a call
– Agent can make DN calls using AAAD
• Instructs their acquired set to make a call via TR87
• Phoneset can also be used to perform supported telephony
operations
• Agent can set their CC state via AAAD (eg, Not Ready)
 Agent Interface (3)
• Once the Agent has logged in they will start to receive incoming calls from
customers.
• Customer calls can originate from the:
– PSTN – Call is routed via a G4xx gateway, the CM, the SM to AACC
– SIP network – Calls are routed via the SM to AACC
– CM – Calls are routed via the SM to AACC
• CC calls are routed from AACC to agent phonesets via the SM and CM
• Incoming and outgoing DN calls are managed by the CM
 Agent Interface (4)
• Supported Agent operations

Operation phoneset AAAD

Answer / Release
√ √
Hold / Restore
√ √
Make Call
√ √
Transfer / Conference
√ √
Call Supervisor
X √
Observe / Barge-In
X √
DTMF Tones
√ √
Ready / Not Ready
X √
Login / Logout
X √
Activity Codes/Reason Codes
X √
Emergency
X √
SIP CC Call Flows
 Agent Login / Logout

• There are 3 basic steps for Agent Login in AACC

1. Agent logs into the CM phoneset (using extension #)
2. Agent connects to AAAD using credentials
3. Agent logs into AACC (via AAAD).

• There are 3 basic steps for Agent Logout in AACC

1. Agent logs out of AACC (via AAAD)
2. Agent disconnects from AAAD.
3. Agent logs out from phoneset

17
 AACC AES
AAAD

Connect (Credentials)

INVITE (RequestSystemStatus)

200 OK (RequestSystemStatus
Response)

AAAD Connects ACK

to AACC

TR87 session is INFO (MonitorStart)

established with 200 OK (MonitorStartResponse)

AES.
INFO (SnapshotDevice)

200 OK

Connect Response
 AACC AES
AAAD

Disconnect

INFO (MonitorStop)

200 OK
(MonitorStopResponse)

AAAD
Disconnects BYE

from AACC
200 OK
TR87 session is
destroyed. Disconnect Response
 Routing contact center call to Agent (SIP and RTP
Messaging)

Agent workstation
8
1
5

PSTN
AMS
4

7 CCT CCMS 1

7 6 3

G4xx
2 gateway

SIP
.NET
H.323
TR87
ISDN/POTS
H.248
 Incoming Contact Center Voice Call
SIP Messaging View

• The next two slides detail the SIP messages that are passed
between the main SIP components in the AACC solution – namely
SM, AES, AMS and AACC.
• The call flow illustrates the following steps:
1. An incoming call from a customer to the RoutePoint Address on
AACC
2. Providing the customer with a Treatment from the Script
(Ringback, Music, RAN)
3. Routing the customer to an agent
4. Agent releases the call
Customer AACC AMS AGENT/CTI
INVITE (SDP CUST)
INVITE (SDP CUST)
100 Trying
200 OK (SDP CONF) • Customer - via SM
200 OK (SDP CONF)
ACK
ACK
INFO (Ringback)
• Agent – via SM
200 OK
(and proxied on to CM)
Late
SDP INVITE • CTI – TR87 events to AES
100 Trying
200 OK (SDP CONF2)
INVITE (SDP CONF2)
100 Trying
DeliveredEvent
200 OK
180 Ringing
200 OK (SDP)
200 OK (SDP)
AnswerCall
200 OK

200 OK (SDP AGT)

200 OK (SDP AGT)

ACK

ACK
Established Event
200 OK
Customer AACC AMS AGENT/CTI

BYE
200 OK
• Customer - via SM
BYE
200 OK • Agent – via SM
BYE (and proxied on to CM)
200 OK
• CTI – TR87 events to AES
BYE

200 OK

Connection Cleared Event

200 OK
 Routing personal call to Agent

Agent workstation
1

PSTN
AMS

4 CCT CCMS 5 1

3
3

G4xx
2 gateway

SIP
.NET
H.323
TR87
ISDN/POTS
H.248
 Incoming Personal Call
SIP Messaging View

• The next slide details the SIP messages that are passed between
the main SIP components in the AACC solution – namely SM,
AES, AMS and AACC for a personal call.
• The call flow illustrates the following steps:
1. An incoming personal call from a customer directly to an agent
2. Agent answers the call via AAAD
3. Agent releases the call
Customer AACC AMS AGENT/CTI

• CTI – TR87 events to AES

DeliveredEvent
200 OK

AnswerCall
200 OK

Established Event
200 OK

Connection Cleared Event

200 OK
 Shuffling
• In an attempt to reduce the number of DSP resources used in a call flow CM
employs a technique known as ‘shuffling’.
• It is the act of renegotiating the media on an established SIP Dialog, to
update the anchor point of the media.
• In an AACC call flow the media path (RTP) for all H.323 agents goes
through the Media Card on the CM when the call is being established. This
uses up scarce (and expensive) DSP resources.
• Once the call has been established, CM then shuffles the media path off the
Media Card out to the H.323 endpoint.
• This is achieved by exchanging SDPs between CM and the AMS, and thus
results in a number of SIP ReInvite messages
 Shuffling: RTP Flow

Agent workphoneset
4
1
3
PSTN
MAS

CCT AACC
2

G4xx
gateway

SIP
.NET
H.323
TR87
ISDN/POTS
H.248
Customer AACC AMS AGENT/CTI
INVITE (SDP CUST)
INVITE (SDP CUST)
100 Trying
200 OK (SDP CONF) • Customer - via SM
200 OK (SDP CONF)
ACK
ACK
• Agent – via SM
INVITE
(and proxied on to CM)
100 Trying
• CTI – TR87 events to AES
200 OK (SDP CONF2)

INVITE (SDP CONF2)

180 Ringing

200 OK (SDP Media Card)

ACK (SDP Media Card)

ACK

Shuffling

ReINVITE
ReINVITE

200 OK (SDP CONF2)

200 OK (SDP CONF2)

ACK (SDP Station)

ACK (SDP Station)

 Music on Hold in AACC
• Since AACC relies on TR87 for all agent operations music on hold needs to
be provided from the switching infrastructure (i.e. CM).
• The reason for this is that there is no means of differentiating a CC call with
a personal call from the switch’s perspective, and so providing MOH from
the AMS (via an event handler) would result in duplicate Music files being
played into the customer conference.
• The switch will also provide MOH to customers on hold during a
consultation call.
• Scripted Music, where a Give Music command is used in OD, is still
provided via the AMS, since the switch has no knowledge of the media
being played to customers at this point in the call flow.
 Hot Desking
Hot-desking
• In AACC, each agent is defined with their unique extension.
• Agent logs into an endpoint (phoneset) with their extension details
– Note: With the integrated H.323 soft-phone, the agent only logs in on
the agent desktop application
• Since the agent can login to their extension from any physical phoneset this
inherently provides the hot-desking capability.
• Impact is that all agent phonesets must be configured on the CM
– 300 agent CC. 3 shifts of 100 agents
– Require 100 physical phonesets
– Require 300 configured phonesets on CM
 Installation and Commissioning Useful Links

• AACC Documentation – including application notes

(http://support.avaya.com/css/Products/P0793)

• UC Platform Integration Guide (NN44400-521)

– Chapter 5 – Communication Manager config steps
– Chapter 6 – SES config steps
– Chapter 7 – SMGR config steps
– Chapter 8 – SM config steps
– Chapter 9 – AES config steps
http://support.avaya.com/css/P8/documents/100142007
 Terminology
• AACC - Avaya Aura Contact Center
• AAAD - Avaya Aura Agent Desktop)
• CSTA == TR87 (CTI Signalling)
• MBT – Midsize Business Template (All Aura components on single platform)
• MES (Midsize Enterprise Solution) – next generation MBT.
• ASM = Avaya Session Manager
• CM = Communications Manger
• AES = Application Enablement Server
• SM = SIP Enablement Server
• SMGR = Systems Manager
• RPA = Route Point Address (== CDN)
• AMS = Avaya Media Server (aka MAS, Media Server)
• MOH = Music On Hold
• OD = Orchestration Designer
 Troubleshooting
D:\Avaya\Logs\CCMS\CCMS_SGM_SIPMessages0.log
SIP-Specific Agent Desktop
Components
CCT AAAD

CCMS
ASM TFE
CCMA
TSM
OAM
TR87 –

Bridge
Controlled

OAM
Taskflow SGM AML Phoneset
Editor CMF (H.323)
SGM SP RadV

SIP
.NET
H.323
TR87

SIP
AMS Aura MES
Conf Dialog SM

Announcement
CM

AES
 Q&A

Confidential
Confidential –– for
for internal
internal Avaya
Avaya use
use only
only
 Backup

Confidential
Confidential –– for
for internal
internal Avaya
Avaya use
use only
only
 AACC & Aura Presence Services
SIP-Specific Agent Desktop
Components
CCT AAAD

XMPP
CCMS Cilent
ASM TFE
CCMA
TSM
OAM
TR87 –

Bridge
Controlled

OAM
Taskflow SGM AML Phoneset
Editor CMF (H.323)
SGM SP RadV
XMPP XMPP
SIP
.NET
H.323
TR87

SIP
AMS Aura MES
Conf Dialog SM

Announcement
CM

Aura PS

AES
 AACC (SIP Endpoints)
SIP-Specific Agent Desktop
Components
CCT AAAD

CCMS
ASM TFE
CCMA
TSM
OAM
TR87 –

Bridge
Controlled

OAM
Taskflow SGM AML SIP
Editor CMF Endpoint
SGM SP RadV

SIP
.NET
H.323
TR87

SIP
AMS Aura
Conf Dialog SM

Announcement
CM

AES