Avaya CCE and AES Compatability Chart

Many of you have requested for Avaya CCE and AES Compatability chart through email. Here is the chart for your reference

	CCE 2.0.x	CCE 2.1	CCE 2.1.1	CCE 3.0.x
CVCT 3.x to 11.x with CVCT Client	Y	Y	Y	N
Avaya CT 1.3 with Avaya CT Client 1.3	Y	Y	Y	N
Avaya CT 1.3 with AES Client 3.1.1	Y	Y	Y	Y
AES 3.0 with Avaya CT Client 1.3	N	Y	Y	N
AES 3.0 with AES Client 3.1.1	N	Y	Y	Y
AES 3.1 with Avaya CT Client 1.3	N	N	Y	N
AES 3.1 with AES Client 3.1.1	N	N	Y	Y
AES 4.0 with Avaya CT Client 1.3	N	N	Y	N
AES 4.0 with AES Client 3.1.1	N	N	Y	Y
AES 4.1 with AES Client	N	N	Y	Y
AES 4.2 with AES Client	N	N	Y	Y

Predictive outbound in Genesys(Avaya pbx)

Intended Audience: If you want to configure outbound in predictive mode in Genesys CTI and Avaya pbx.

Prerequisites: Genesys framework and Outbound solution (OCS and OCM)

Before beginning the work, ensure that your Avaya pbx has Call classifier card configured with enough number of call classifier ports.

Predictive dialing needs Vector Destination Numbers (VDNs) to be configured both in the switch and Genesys CME.

You can verify with Avaya personnel to create a VDN on the switch.Make a note of the VDN created. Now create and configure the same VDN on CME. VDN in CME is  a DN of type route point with switch-specific type as 2. Done ? now you can consider as half way through!

Make sure from the Avaya personnel that the VDN has Class of Restriction (COR) configured to allow outbound dialing. You can test the same by making a call from that VDN manually.

Now we will go to the routing part. In IRD, create a simple strategy to route the calls to an agent group. Load the strategy on to the VDN.

Now create a calling list with outbound numbers. Logon your agents. Start your OCM and run the campaign. In IRD's monitoring view of the strategy,[polldaddy poll=1061554] see if the calls are routed.

Can you see the call in agent desktop?. Cheers! :)

NO ? Post your error code in this blog and Lakshmi is there to help you :))

Network Logging in Genesys

How to configure network logging in Genesys ?

Network logging in Genesys is a multi-step process. First, the application sends the log record to Message Server. Message server sends record to update in DB.

1. Create Log Database 

2  Initialize the database using the scripts in Message Server installation folder

3. In Message Server, add connection to LogDAP

4. In Message Server, set property 'messages\db_storage' as "true"

5. From any application object (like T-Server), add connection to the Message Server

Please note that log level should be set to network for any centralized logging. 

It is simple, isn't it?

CTI link bouncing

Yes.. This could be a rare scenario as you think. But if you have used T-server with switch simulator,chances are more that you could have encountered this problem.

In this case, the T-server disconnects from the switch and status changes to "Service Unavailable".But after a while, the switch - Tserver connection is restored and the status becomes "started". Again, this doesn't last for much time. Just wait for some 45 seconds and the link goes down. And this game continues to give the same trouble.

Solution: In T-server, the option ts-tp-enabled should be set to false and this will fix the problem if you are as lucky as i am.. :)

How to start Oracle Database in Solaris

Starting the Oracle Database

Follow the below mentioned steps to start the oracle database

• sqlplus /nolog


• connect username/password as sysdba


• On sqlplus prompt, type startup

This will start the oracle database instance successfully.

Starting the Listener

The listener can be started before or after the database instance is started, it doesn't matter. You can start the listener with a simple lsnrctl start:

bash-2.05$ lsnrctl start
LSNRCTL for Solaris: Version 10.1.0.2.0 - Production on 11-OCT-2004 15:42:55
Copyright (c) 1991, 2004, Oracle.  All rights reserved.
Starting /u01/app/oracle/product/10.1.0/db_1/bin/tnslsnr: please wait...

TNSLSNR for Solaris: Version 10.1.0.2.0 - Production
System parameter file is /u01/app/oracle/product/10.1.0/db_1/network/admin/listener.ora
Log messages written to /u01/app/oracle/product/10.1.0/db_1/network/log/listener.log
Listening on: (DESCRIPTION=(ADDRESS=(PROTOCOL=tcp)(HOST=10.10.0.130)(PORT=1521)))
Connecting to (DESCRIPTION=(ADDRESS=(PROTOCOL=TCP)(HOST=10.10.0.130)(PORT=1521)))
STATUS of the LISTENER
------------------------
Alias                     LISTENER
Version                   TNSLSNR for Solaris: Version 10.1.0.2.0
Start Date                11-JUL-2008 15:42:55
Uptime                    0 days 0 hr. 0 min. 0 sec
Trace Level               off
Security                  ON: Local OS Authentication
SNMP                      OFF
Listener Parameter File   /u01/app/oracle/product/10.1.0/db_1/network/admin/listener.ora
Listener Log File         /u01/app/oracle/product/10.1.0/db_1/network/log/listener.log
Listening Endpoints Summary...
  (DESCRIPTION=(ADDRESS=(PROTOCOL=tcp)(HOST=10.5.11.118)(PORT=1521)))
Services Summary...
Service "genesys" has 1 instance(s).
  Instance "genesys", status UNKNOWN, has 1 handler(s) for this service...
The command completed successfully

Deployment Sequence for Genesys Inbound Voice Solution

I received emails requesting for Genesys deployment sequence for inbound voice solution. As informed to you earlier by email, please find the deployment sequence as below

I prefer manual installation of the components and you may use the wizard to install components from Management layer onwards.

1. Configuration Layer

• DB Server (providing access to the Configuration Database)


• Create & Initialize Configuration Database with appropriate access


• Configuration Server


• Encrypt password in configuration file using command line argument as

"confserv -p <section name> <password value>"

• Configuration Manager


• Configuration Server Proxy (optional)


• Configuration Import Wizard (optional)


• Configure Host in Configuration Manager

2. Management Layer

• Log DB Server (providing access to the Centralized Log Database)


• LogDAP


• Message Server


• Create and Initialize Centralized Log Database


• Local Control Agent


• Solution Control Server (SCS)


• Solution Control Interface (SCI)

To view logs in SCI, you need to set "db_storage" option in Message server to "true"

Please Install "FlexLM License Manager" before the Media Layer implementation.

3. Media Layer

• T-Server

4. Services Layer

• DB Server


• Routing Stat Server


• Routing Message Server


• URS


• IRD (GUI Application to create, load and monitor strategies)


• Reporting Stat Server


• CCPulse+ (GUI Application to view real time reports)

I haven't included historical reporting here, as I feel most of the customers will be migrating for Call Concentrator (CCon) or Interaction Concentrator (ICON)

transition time: Configuration Parameter for Routing

"transition_time" is the important configuration parameter for Genesys routing solution. It defines the minimum time URS waits between routing the interaction to the agent. This option avoids routing multiple interactions to the same agent.

For example, transition_time is configured as 10 seconds.

• Agent (agent1) logged in and made available by 10:00:00 AM


• At 10:05:00, URS receives the interaction and routes the call to the Agent(agent1)


• At the same time, URS receives another interaction and searching for the target


• Till the transition time expires i.e) 10:05:10, URS will not consider the Agent (agent1) is available for the interaction