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answerpro.doc
Avaya Solution & Interoperability Test Lab
Application Notes for XTEND® Communications
AnswerPro™ with Avaya™ IP Softphone - Issue 1.0
Abstract
These Application Notes describe the configuration steps required in order for XTEND
Communications AnswerPro to successfully interoperate with the Avaya™ IP Softphone on
the Avaya™ S8700 Media Server. Features and functionality were validated and
performance testing was conducted in order to verify operation under load. Information in
these notes has been obtained through compliance testing and additional technical discussions.
Testing was conducted via the DeveloperConnection Program at the Avaya Solution and
Interoperability Test Lab.
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1. Introduction
These Application Notes describe the compliance-tested configuration utilizing Avaya™ IP
Softphone and XTEND Communications AnswerPro. XTEND does not allow end customers to
install or customize the AnswerPro application. As such, this document will address the
configuration steps required to allow the Avaya™ IP Service Provider within Avaya™ IP
Softphone to interoperate with XTEND Communications AnswerPro.
XTEND Communications AnswerPro is a Windows-based CTI application that provides
telephone operators visual access to advanced telephony capabilities from their desktop
computer. Before agents answer the phone, AnswerPro delivers information about the call along
with the reason for the call, through a desktop client.
As seen in Figure 1, Avaya™ Communication Manager runs on the Avaya™ S8700 Media
Server. In this sample configuration, Avaya IP Telephones and Avaya Softphones are
provisioned. The P133s are functioning as Layer 2 switches. Since the configurations of the
Avaya P133s are not specific to the solution, they are not discussed in these Application Notes.
Avaya S8700
Media Servers
Avaya G600
Media Gateway
192.45.100.30
CLAN:
192.45.100.36
MEDPRO:
192.45.100.39
Avaya P133 Avaya P133
XTEND AnswerPro
Avaya IP Softphone
Avaya IP
Telephone
Network
Figure 1: Avaya DeveloperConnection Compliance Test Configuration
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2. Equipment and Software Validated
The following equipment and software were used for the sample configuration provided:
Equipment Software
Avaya™ S8700 Media Server
Avaya Communication
Manager 1.3
Avaya™ IP Telephone R1.8
Avaya™ IP Softphone R4 V1 Service Pack 3
XTEND Communications AnswerPro Version 10.2.71
3. Configure the Avaya IP Telephone
1.
Change the station parameters by entering the command change station 68100. Go to the third
page and change the button assignment as shown below. Note that XTEND must be made aware
of the position of this key to customize AnswerPro.
change station 68100 Page 3 of 4
STATION
SITE DATA
Room: Headset? n
Jack: Speaker? n
Cable: Mounting: d
Floor: Cord Length: 0
Building: Set Color:
ABBREVIATED DIALING
List1: List2: List3:
BUTTON ASSIGNMENTS
1: call-appr 7:
2: call-appr 8:
3: call-appr 9:
4: 10:
5: 11:
6: 12: release
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4. Configure the Avaya IP Service Provider for AnswerPro
XTEND does not allow end customers to install or customize the AnswerPro application. As
such, this section will address the configuration steps required to allow the Avaya™ IP Service
Provider within Avaya™ IP Softphone to interoperate with XTEND Communications
AnswerPro.
1.
Install Avaya™ IP Softphone as per the installation manual.
2.
Start the Avaya IP Softphone. Select Settings from the menu bar and select Login Settings.
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3.
Select the Call Control tab. Select Other TAPI Application. In the Name field, enter
XTENDTapiInterface. In the Path field, enter the full path of the XTEND phone application.
In this configuration, the value “c:\console\xntapi.exe” was entered.
4.
Click OK to save the changes.
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5.
From the menu bar, select File -> Log In. Enter the extension and password of the IP telephone.
For the Configuration field, select Log into IP Telephone. Click the Discover button to
populate the IP Telephone Address. Alternatively, enter the IP address of the IP Telephone.
Click the Login button.
6.
When prompted, press the “#” key on the IP Telephone. Once logged in, the XTEND TAPI
application will start.
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7.
On the desktop, double-click the XTEND Console application. Enter the appropriate credentials
to log in to the application.
5. Interoperability Compliance Testing
Interoperability compliance tests included feature, functionality, and performance testing.
Feature and functionality testing examined AnswerPro’s ability to provide telephony features
such as making, receiving, transferring, and conferencing calls. Feature and functionality was
verified using manual methods. Performance testing was conducted using call generation and
desktop manipulation tools.
6. Verification Steps
This configuration was verified in a test environment with the use of network tools. In the field,
the following verification steps can be performed to test the interoperability at stages where
incorrect configuration is most likely to occur.
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1) Network Connectivity – Ping between the media server and the PC running
AnswerPro, and from AnswerPro to the IP Telephone.
2) Telephony Connectivity: Station – Place calls to and from the IP Telephone.
Verify that each call completes and a talk path is present.
3) Application Connectivity: Place calls to and from the IP Telephone. Verify that
IP Softphone correctly displays the call information.
The status station command on Avaya Communication Manager may be used to monitor the
events at the station.
7. Support
XTEND Communications provides technical support, which can be reached at 212-951-7670
during normal business hours. After hour emergency support is available at 212-570-7363.
Alternatively, they can be reached by sending email to [email protected].
8. Conclusion
These Application Notes describe the configuration steps required to configure XTEND
Communications AnswerPro to successfully interoperate with the Avaya™ IP Service Provider
that is part of the Avaya™ IP SoftPhone. Features and functionality were tested, and
performance testing was conducted to validate the solution.
9. Additional References
The following document may be used for more information:
• Administration for Network Connectivity for Avaya MultiVantage™ Software – Document
ID 555-233-504, available at http://support.avaya.com/.
• Administrators Guide for Avaya MultiVantage™ Software – Document ID 555-233-506,
available at http://support.avaya.com.
• XTEND Communications User Documentation for AnswerPro
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©
2003 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
DeveloperConnection Program at [email protected].
/