IPOCC9 1 7InstallationTaskBasedGuideIssue1 0

IP Office Contact Center Installation
Task Based Guide
Release 9.1.7
Issue 1.0
05 2016
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05 2016
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Table of Contents
Legal ........................................................................................ 2
Table of Contents ....................................................................................... 7
IP Office Contact Center ....................................................... 14

Overview .................................................................................................. 14
Flow Chart ............................................................................. 15

Planning the IP Office Contact Center Installation ............. 17
Site Preparation Checklist ........................................................................ 17
Planning Checklist ................................................................................... 17
IP Office Contact Center Requirements .............................. 18

IP Office Contact Center Capacities & License Requirements................. 18
IP Office Contact Center Server Requirements ....................................... 19
Server Hardware ...................................................................................... 19
Network / QOS Requirements.................................................................. 19
IP Office Contact Center Agent PC Requirements ................................... 20
Telephone Support for Use with IP Office Contact Center ....................... 20
Supported Trunks .................................................................................... 20
Virus Scan Software Considerations ........................................................ 20
IP Office Contact Center Required Information ........................................ 21
Server Preparation ................................................................ 22

Servers Computer Name......................................................................... 22
Windows Firewall ..................................................................................... 25
Time & Date Settings ............................................................................... 27
SNMP....................................................................................................... 28
Server User Name and Password ............................................................ 29
IP Address ............................................................................................... 29
Power Settings ......................................................................................... 29
Disabling DEP (Data Execution Prevention) Settings .............................. 33
IP Office Contact Center Server - Windows Updates ............................... 39
IP Office Contact Center Installation ................................... 40

Software Installation Checklist ................................................................. 40
Licensing ............................................................................... 65
Licensing Obtaining the MAC Address of the Server ............................ 65
Centralized WebLM server....................................................................... 74
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Creating the IP Office Contact Center Certificate via the IP Office

Server Edition Manager and Internet Explorer ................... 78
Creating a CSR using Microsoft Management Console
Certificates Snap-in .............................................................. 85
Create the CSR........................................................................................ 85
Download and Import the Signed Identity Certificate ............................... 88
Export the Signed Identity Certificate ....................................................... 89
Importing the Certificate into the IP Office Contact Center Server

............................................................................................... 90
Importing the IP Office Contact Center Certificate into the Windows Client
Internet Explorer ...................................................................................... 95
Google Chrome...................................................................................... 110
Mozilla Firefox ........................................................................................ 124
Importing the IP Office Contact Center Certificate into the Google Chrome book
............................................................................................................... 137
Enabling TAPI communication 9.1.X ................................. 148

IP Office Contact Center Administration Page ................. 152
Browser Requirements........................................................................... 152
Planning Checklist ................................................................................. 152
Configuration Wizard System Configuration Page .................................... 155
Configuration Wizard - Group and Profile Setup Page ................................. 165
Configuration Wizard - User Setup Page ...................................................... 172
Configuration Wizard Time Off Page ......................................................... 178
Configuration Wizard Preview Configuration Page .................................... 191
Preparing the Configuration Data For Use with the Excel

Spread Sheet ....................................................................... 197
Component Configuration Checklist ....................................................... 197
Importing Configuration Data (Data Import zipped file) via the Administration
Page .................................................................................................. 212
Importing Data to the PostgreSQL Database .................................... 219
Activating a Task Flow ........................................................................... 228
Importing the IP Office Configuration File only required if Auto

Synchronization is Disabled .............................................. 238
IP Office server configuration checklist ......................................................... 238
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Windows 2008 Server - Voice Control Speech ...................................... 252

Windows 2012 Server - Voice Control Speech ...................................... 252
IP Office and IP Office Contact Center Auto Synchronization

............................................................................................. 255
Use Cases of Synchronization ............................................................... 255
Limitations of Synchronization ............................................................... 258
Rules of Synchronization ....................................................................... 260
Synchronization error codes .................................................................. 263
Setting the Contact Center Application within IP Office Manager ........ 265
Creating a New Account for the Auto Synchronisation .......................... 268
How Auto Synchronisation works when creating a New

Agent/Supervisor in IP Office Manager ............................. 277
How to Disable the IP Office Contact Center Auto Sync Service
............................................................................................. 282
Confirm the IP Office Contact Center User configuration 285
IP Office Contact Center User Interface ............................ 287
Adding the server as a Trusted Site to Internet Explorer ....................... 287
Adding the Servers Host Name to the IP Office Contact Center User PCs Host
File ......................................................................................................... 289
Installing the Contact Center User Interface on the Agents PCs

............................................................................................. 292
Logging into the User Interface ......................................... 298
Viewing the Default Call Flow ................................................................ 302
Deploying IP Office Contact Center Chrome User Interface316

WebRTC ................................................................................................ 316
WebRTC Limitations .............................................................................. 316
Group Mapping Requirement ................................................................. 318
Prerequisites .......................................................................................... 320
Chromebook Requirements ................................................................... 320
Downloading and Installing the IP Office Contact Center Chrome User Interface
Application ............................................................................................. 321
WebRTC Gateway Configuration ........................................................... 330
IP Office Contact Center User Interface Agent Picture Management .... 338
Configuring a Virtual Agent Group ................................................................ 341
Configuring a WebUI Agent for Customer Data ............................................ 347
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Configuring a WebUI Agent Web Access to search on a presented call ...... 348
Configuring WebUI Threshold ....................................................................... 353
Configuring WebUI Variable ......................................................................... 355
Creating a Branding Logo ...................................................................... 355

Configuring Supervisor Access for IP Office Contact Center User Interface359
ICI Connector ...................................................................... 362

Overview ....................................................................................................... 362
Requirements ...................................................................... 364

Supported SAP Versions .............................................................................. 364
Supported Operating Systems ...................................................................... 364
Supported Languages ................................................................................... 364
Assignment SAP User Agent .......................................................... 364

System variables ............................................................................... 364
Free Seating ...................................................................................... 367
Assignment Topic default agent group ........................................... 367
Forced order code / FOC ................................................................... 367
Dialer with assignment to topic .......................................................... 367
IP Office ............................................................................................. 367
Scope of services .......................................................................................... 368
Mapping Agent State and SAP Workmode ................................................... 368
SAP Workmode............................................................................................. 368
Use of Item Attached Data / TaskTags by external connected components 369
Installation ..................................................................................................... 370
Installation of the Avaya License Client ........................................................ 370
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10
Installation of the ICI Connector on the IP Office Contact Center

Server .................................................................................. 371
Installing the IP Office contact Center ICI Connector ............................. 371
Adding the ICI Connector to the IPOCC Watchdog to Auto Start the connector
............................................................................................................... 376
Configuration of the ICI Connectors ....................................................... 387
Language-dependent Text block............................................................ 393
Settings for Telephony devices .............................................................. 393
Call number normalization ................................................. 393

Incoming numbers ................................................................................. 393
External Call Numbers........................................................ 394

Dialing from SAP ................................................................ 394
Configuration Check .............................................................................. 398
IP Office Contact Center Settings ...................................... 399

SAP Settings ....................................................................... 405
Configure SAP ....................................................................................... 405
Test the connection ................................................................................ 410
Error Analysis ......................................................................................... 411
TTraceConsole ...................................................................................... 411
TTrace prompts and their meaning: .............................................................. 412
Additional commands .................................................................................... 413
Connection to the Contact Center ................................................................. 414
Connection to SAP System ........................................................................... 415
Trace in SAP System (SOAP Messages) ..................................................... 415
TestTool TestUITabs.................................................................................... 417
Use of License .............................................................................................. 423
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11
Salesforce ........................................................................... 424

Introduction ............................................................................................ 424
How to check your Salesforce Service Cloud license ............................ 425
Supported Browsers .............................................................................. 425
Supported Features ............................................................................... 425
CRM Connector Deployment on IP Office Contact Center Server

............................................................................................. 426
Install the CRM Salesforce application onto the IP Office Contact Center Server
............................................................................................................... 426
Configure the CRMConnector properties file ......................................... 430
Installing ISA .......................................................................................... 435
Configuring ISA ...................................................................................... 436
Custom Console Component ................................................................. 436
Salesforce Console Features ........................................................................ 436
Adding a Custom logo to the Salesforce Console .................................. 436

Creating the Console App. ..................................................................... 439
Configuring Contact Centre .......................................................................... 445
Configuring the Softphone Layout ................................................................ 450
Screen Pop Settings .............................................................................. 452
Logging into ISA ................................................................. 455

Accepting the IP Office Contact Center Certificate prior to Logging into ISA455
Login to ISA ........................................................................................... 456
ISA UI Controls ............................................................................................. 458
Receiving Calls ............................................................................................. 460
Hold/UnHold .................................................................................................. 461
Drop Call ....................................................................................................... 461
Outbound Call ............................................................................................... 462
Consult .......................................................................................................... 463
Transfer ......................................................................................................... 466
Conference .................................................................................................... 466
Job Codes ..................................................................................................... 467
Wrap-Up ........................................................................................................ 468
Logout ........................................................................................................... 468
Screen Pop ............................................................................................ 469

Uninstalling the ISA Application ............................................................. 470
Troubleshooting the CRM Connector ............................... 472

Other Troubleshooting Considerations ......................................................... 472
Security ............................................................................... 474

Port Usage Tables ................................................................................. 474
Port Usage Table Heading Definitions .......................................................... 474
Table 1 Ports for IP Office Contact Center ................................................ 475
Table 2 Changes from IP Office Contact Center 9.1.2.0 to 9.1.6.0 ............ 481
IP Office Contact Center Components.......................................................... 482
Port Usage Diagram...................................................................................... 483
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12
Overview of TCP/IP Ports ............................................................................. 484

Understanding Firewall Types and Policy Creation ...................................... 486
Accessing Windows Security Events on the IP Office Contact Center Server

............................................................................................................... 487
OVA Deployment ................................................................ 493

Requirements for implementation IP Office Contact Center as OVA ........... 493
1. Install OVA on VMWare ......................................................................... 493
2. Setup Network:....................................................................................... 494
3. Set Computer Name .............................................................................. 494
4. Activate Windows ................................................................................... 494
5. Apply Changes to IP Office Contact Center .......................................... 494
6. Install IP Office Contact Center Licenses .............................................. 498
7. Import Configuration data in the IP Office and IP Office Contact Center498
Troubleshooting after OVA Installation ......................................................... 498
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13
IP Office Contact Center

Overview
The initial installation of IP Office Contact Center involves the installation of a number of
components:
The installation of the IP Office Contact Center software
Licensing
Preparing Configuration Data using the Configuration Wizard
o Or
Preparing the Configuration Data For Use with the Excel Spread Sheet
o Importing Data to the PostgreSQL Database
o Activating the Task Flow in Task Flow Editor
Installing the Contact Center User Interface on the Agents PCs
Note: The IPOCC IPO Sync service is automatically started and configured by default.
Therefore Auto Synchronization can be used in preference to a manual configuration
import regardless as to whether the configuration spreadsheet or Landing Page Wizard
is utilized.
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14
Flow Chart
Obtain all required information prior to installation of IP Office Contact Center. Refer to the IP Office Contact Center
Required Information section of this guide.
Check that all hardware components and Telephony and Internet services are in place. Refer to the Site Preparation
Check list and the Planning Checklist within this guide.
Check that IP Office Contact Center requirements are satisfied prior to installing the IP Office Contact Centre Software.
Refer to the IP Office Contact Centre Requirements section of this guide.
Prepare the IP Office Contact Center server for installation. Refer to the Server Preparation section of this guide.
Install IP Office Contact Center Software. Refer to the Software Installation Checklist and the IP Office Contact
Center Installation sections of this guide.
License the IP Office Contact Center system. Refer to the Licensing section of this guide.
Create the IP Office Contact Center Certificate There are a number of ways in which a certificate can be created.
Therefore refer to the guides Contents pages as to the certificate creation options that are available.
Import the Certificate to the IP Office Contact Center. Refer to the Importing the Certificate into the IPOCC Server
section of this guide.
Import the Certificate to the Windows client as required. There are a number of methods that can be utilized. Therefore
refer to the guides Contents pages as to the options that are available.
Backup the Clean IP Office Contact Centre Database
Configure the IP Office Contact Centre - Will the Configuration Spreadsheet, Configuration Wizard or Example Task Flow
Templates be used?
Configuration Spreadsheet utilized
Prepare the Configuration Data

Spread Sheet.
Refer to the
Preparing the Configuration
Data For Use with the Excel
Spread Sheet section of this
guide.
Import the Configuration File.

Database section of this guide.
Configuration Wizard utilized
Use the Configuration Wizard to

default configuration. Refer
Configuration
Wizard
Configuration Page
section
guide.
Task Flow Templates
create a
to the
System
of this
Refer to the Using

the New IPOCC Task
Flow Templates
Task Based Guide
Refer to the Importing Data to the PostgreSQL
Activate the default Task Flow. Refer to the Activating the Task Flow section of this
guide.
Import the Configuration file to the IP Office. Refer to the Importing the IP Office
Configuration File section of this guide. (Not required when Auto Sync is utilized).
Install the IP Office Contact Center User Interface software. Refer to the Installing the Contact Center User Interface on
the Agents PCs section of this guide.
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15
Flow Chart Continued

Log in to the User Interface. Refer to the Logging into the User Interface section of this
guide.
View and test the default Call Flow. Refer to the Viewing the Default Call Flows section
of this guide.
Note: The IPOCC IPO Sync service is automatically started and configured by default.
import to the IP Office regardless as to whether the configuration spreadsheet or Landing
Page Wizard is utilized.
OVA Deployments - Refer to the OVA Deployment section of this guide.
Check that the requirements for an OVA deployment of IP Office Contact Center are
satisfied prior to OVA installation. Refer to the Requirements for implementation of IP
Office Contact Center as OVA section of this guide.
Install OVA on VMWare - Refer to the Install OVA on VMWare section of this guide.
Setup Network - Refer to the Setup Network section of this guide.
Set Computer Name- Refer to the Set Computer Name section of this guide.
Activate Windows - Refer to the Activate Windows section of this guide.
Apply changes to IP Office Contact Center - Refer to the Apply changes to IP Office
Contact Center section of this guide.
Install IP Office Contact Center Licenses - Refer to the Install IP Office Contact Center
Licenses section of this guide.
Import the Configuration Data into the IP Office and IP Office Contact Center - Refer to the
Import the Configuration Data into the IP Office and IP Office Contact Center section
of this guide.
Optional Configuration Processes
Deploying IPOCC Chrome User Interface. Refer to the Deploying IP Office Contact
Center Chrome User Interface section of this guide.
Deploying the ICI Connector. Refer to the ICI Connector section of this guide.
Deploying Salesforce. Refer to the Salesforce section of this guide.
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16
Planning the IP Office Contact Center Installation

The checklists within this guide are designed to assist the technician during the
preparation and installation of IP Office Contact Center.
Site Preparation Checklist
Task
Description
Notes
Ensure all physical

components are
available on the
your network.
See IP Office Contact

Center Requirements
section of this guide
Ensure that the additional hard

disk drives for IP Office
server type are available.
(Optional, only if you want to use
Contact Recorder)

server
IP Office 9.1.6 server
XMPP server (optional
for chat functionality)
Agent workstations
Telephones
IP Office Server Edition,
IP 500 V2
Note: IP Office Contact
Center does not support
IP 500 V1.
Note: If an IP500V2 is to
be used, and an
additional Hard Disk
Drive is required, the
customer must have an
Application Server for
Contact Recorder. This
server must be
configured with the
additional Hard Disk
Drives installed.
Check whether the customer

requires features that require an
application server
The customer has a

500v2 and they require
WebRTC functionality.
Telephony and Internet services

are in place.
Please consult your

Service Providers for
details relating to Trunk
and Internet Service
provision.
For Call Recording

purposes, additional Hard
Drives are available from
Avaya.
For information about
adding additional hard
disk drives, see the
Installing Contact
Recorder for IP Office
guide. For information
about deploying IP Office
Server Edition see,
Deploying IP Office
Server Edition
Solution guide.
For information about
installing IP 500 V2 see
the Installing IP500/ IP
500 V2 guide.
With IP500V, an
Application Server is also
required if the customer
requires WebRTC
Planning Checklist
# Task
Description
Notes
1 Documents can be downloaded from

http://support.avaya.com by going to
Support by Product>Documentation.
Once you type the product name and
select the release number, you can
find the required documents for the
release.
Use the IP Office Contact

Center Task Based
Guides to ensure the
customer site is prepared
and gather the required
customer site-specific
data.
On the Avaya
Support Site, in the
Enter Your Product
Here field, type IP
Office Contact
Center.
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# Task
Description
Notes
2 Complete the Avaya IP Office Contact

Center Configuration
Worksheet.
Customer data includes:

Server information
Agent information
Job codes
Topic assignments
3 Or Use the Configuration Wizard to

create a default configuration
4 If required, install an additional Hard

Drive for Contact Recorder Call
Recording
The Configuration Wizard

can be used to replace
the DataImport/Import IP
Office configuration
process
Refer to the Installing
Contact Recorder for IP
Office guide.
Download and use

the Microsoft Excel
spreadsheet as a
template.
See Preparing the
Configuration Data
For Use with the
Excel Spread Sheet
section of this guide
Refer to the
Configuration Wizard
System
Configuration Page
5 Download documents
from the Avaya Support Site
Documents and
Downloads.
Use Avaya documents to

install and configure the
IP Office Server Edition or
IP 500 V2
6 Plan endpoint deployment.
Installation of endpoints
7 Ensure customer has

required components.
XMPP server
Agent workstations
On the Avaya
Support Site, in the
Enter Your Product
Here field, type IP
Office.
See Telephone
Support for Use with
IP Office Contact
Center section of
this guide.
Use the Site
preparation
checklist. In this
guide.
IP Office Contact Center Requirements

IP Office Contact Center Capacities & License Requirements
Please refer to the Avaya IP Office Contact Center Reference Configuration guide
for details relating to IP Office Contact Center Capacities and License requirements.
Note: To activate the Windows 2012 operating system you need a valid product
registration key. Contact Microsoft or an authorized reseller to procure the Windows
operating system. Microsoft operating system licenses are specific to the hardware and
limited to only 4 processors on that hardware. If you run the software on more than 4
processors, then you need additional licenses.
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IP Office Contact Center Server Requirements

IP Office Contact Center must be installed on a Server that meets the minimum
specifications.
for details relating to IP Office Contact Center Server requirements.
WARNING! No other applications should be installed on an IP Office Contact
Center Server (customer provided server, virtual server or IP Office Contact
Center appliance server). Applications may interact negatively with the IP
Office Contact Center software or affect the performance of the system
Server Hardware
Depending on the required capacity, there are two Turnkey Servers (Preconfigured
Servers) available for purchase from Avaya, Please speak to your reseller if required.
Base Server
Small Appliance Server (100 Agents or
less)
Large Appliance Server (250 Agents or
less)
Description
R220 IP Office Contact Center Server
(R9.1 Software pre-loaded)
R630 IP Office Contact Centre Server
(R9.1 Software pre-loaded)
Network / QOS Requirements

Network or QOS Feature
Network Speed
Network Delay
Packet Loss
1Gbps recommended and Full

Duplex. As bandwidth has to be
available on real time.
Less than 180ms
Less than 3%
Note: Before you can install IP Office Contact Center, you must ensure that the
appropriate servers are set up. For Appliance server specifications and
installation instructions, see the following documents at http://support.avaya.com:
Installing the Dell PowerEdge R630 Server
Maintaining and Troubleshooting the Dell PowerEdge R630 Server
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IP Office Contact Center Agent PC Requirements

IP Office Contact Center users PCs must meet certain minimum PC requirements.
for details relating to IP Office Contact Center Agent PC requirements.
IP Office Contact Center supports the following IP Office platforms running 9.1.6 FP
IP500 V2
IP Office Server Edition
Telephone Support for Use with IP Office Contact Center

The following telephones are supported for the IP Office Contact Center:
Avaya 1400 series telephones
Avaya 96x1 (H.323) telephones
Avaya 96x0 (H.323) telephones
IP Office Video Softphone - pre 9.1.6 i.e. can only be used with IP Office
Contact Center systems that have been upgraded to 9.1.6
Avaya Communicator for Windows Softphone 2.0.3+
Note: When Using the Avaya Communicator for Windows or a WebRTC device, it
cannot be used in Simultaneous mode. Consequently it cannot be used with a desk
phone associated with it. It must be used as a standalone device.
Supported Trunks
The Following Trunk Types are supported for Use with IP Office Contact Center
SIP
H.323
PRI (E1,T1,E1R2)
BRI
Virus Scan Software Considerations

The IP Office Contact Center has been tested with the following virus scan software:
McAfee 8.5.0i, 8.7.0i and 8.8.0i
F-Secure Anti-Virus for Windows Servers 7.00 and 7.2.0
Kaspersky 6.0.2.678
Panda Admin secure 2006
Symantec Norton Antivirus
Avira Server Security 2012
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IP Office Contact Center Required Information

For a successful installation to a take place, there are a number of configuration
parameters and details that should be obtained and checked with the customer. These
include:
What IP address will be assigned to the IP Office Contact Center server?

What is the IP Address of the IP Office?
What is the IP Office Contact Center Servers Host Name?
Is the Windows Firewall enabled on the server?
How many agent groups are required?
How many Agents are required?
How many Supervisors are required?
Does the customer intend to use IP Office Contact Center Chat services?
o If Yes, the XMPP Host Name and Domain is required.
Does the customer intend to use IP Office Contact Center Email services?
o If Yes, the UMR Domain is required.
Does the customer intend to record calls? (This will require the implementation of
Contact Recorder. Please refer to the IP Office Contact Center Contact Recorder
Configuration Task Based Guide).
Will the IP Office Contact Center system utilize Text to Speech?
o If so, please ensure that the IP Office Contact Center servers Voice
Control Speech configuration has been setup with the required
languages. See Windows 2008 Server - Voice Control Speech and
Windows 2012 Server - Voice Control Speech sections of this guide.
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Server Preparation
Servers Computer Name
The servers computer name should only be comprised of letters and digits. It should
not contain spaces or underscores. The name should also begin with a letter rather than
a digit.
The Server interfaces depicted in this guide include both the Windows 2008 and
Windows 2012 server interface.
1. The servers computer name can be found by selecting Start, right clicking
Computer, then selecting Properties.
With Windows 2012 Server, right click on the Windows icon and select System
Windows
2008 Server
Windows
2012 Server
A. Right Click
B. Windows 2012 Server
2. The name will be displayed. To change the name, click the Change Settings
link.
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3. The System Properties are displayed. From the Computer Name tab click the
Change button and define the name in the Computer Name field. Click the OK
button.
4. As the servers name has been changed, you will be prompted to reboot the
server. Click the OK button.
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5. Followed by the Close button.
6. You will be prompted to restart the server, click the Restart Now button.
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Windows Firewall
Ensure that the Windows Firewall is enabled on the IP Office Contact Center server.
1. The Firewall settings can be checked by selecting Start, Control Panel.
2. With Windows 2012 server, right click on the Windows icon and select Control
Panel.
Windows
2012
Server
Windows
2008 Server
A. Right click
3. Select the System and Security link.
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4. Followed by the Windows Firewall link.
5. Select the Turn Windows Firewall On or Off link. The firewall settings can be
checked / enabled.
Note: the Windows firewall must be enabled.
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Time & Date Settings

1. From the servers Control Panel activate daylight saving time when setting the
servers local time.
Windows
2008 Server
2. To define the Time and Date settings on a Windows 2012 server, click the
Clock, Language and Region link.
Windows
2012 Server
A. Windows 2012 Server
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3. Click the Change the time zone link.
Windows 2012
Server
A. Windows 2012 server

4. Activate daylight saving time when setting the servers local time.
Windows
2012 Server
SNMP
Do not activate SNMP on the IP Office Contact Center server.
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Server User Name and Password

The account used to administer the server requires administrative privileges.
IP Address
The IP Office Contact Center server requires a single static IP address utilizing TCP/IP
as the network protocol. IP Office Contact Center does not support the use of multiple
IP addresses on the same network card.
IP Office Contact Center does not support the use of multiple Network Interface Cards.
Power Settings
The IP Office Contact Center servers power settings should be configured as follows.
1. From the servers Control Panel, click the Power Options link.
2. With a Windows 2012 server, from the Control Panel select the Hardware link.
Windows
2012 Server

3. Click the Change power-saving settings link.
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Windows
2012 Server

4. Click the High Performance radio button, followed by the Change Plan
Settings link.
Windows
2012 Server

5. Click the Change advanced power settings link.
Windows
2012 Server

6. Ensure that the plan used has the following settings.
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o Set Turn off Hard Disks to Never.
Windows
2008 Server
A. Select the Power Plan to be utilized.
Windows
2012 Server

The servers settings can be viewed in a summarized manner from the Server Manager
interface.
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Server manager can be opened by clicking Start, followed by Administrative Tools

and Server Manager.
Windows
2012 Server
Windows
2008 Server
Windows
2008 Server
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Windows
2012 Server
Disabling DEP (Data Execution Prevention) Settings

Before the IP Office Contact Center Server is installed, the servers DEP Settings must
be configured.
1. Remote desktop to the server.
2. Right click on the Windows button and select File Explorer.
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Windows
2012 Server
3. Right click on This PC and select Properties.
Windows
2012 Server
4. Click the Advanced System Settings link.
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Windows
2012 Server
5. Click the Advanced tab.
Windows
2012 Server
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6. Click the Settings button from within the Performance panel.
Windows
2012 Server
7. Click the Data Execution Prevention tab.
Windows
2012 Server
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8. Select the Turn on DEP for essential Windows programs and services only
option. Then click the OK button.
Windows
2012 Server
9. Click the OK button and close any remaining windows.
Windows
2012 Server
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10. You will be prompted to restart the server, click the OK button.
Windows
2012 Server
11. Restart the IP Office Contact Centre server as required.
Windows
2012 Server
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IP Office Contact Center Server - Windows Updates

It is the responsibility of the customers network administrator to utilize WSUS (Windows
Server Updates Services) or other notification methods such as email notifications, to
alert them of any new security vulnerabilities.
Updates should be considered from the full set provided by Microsoft from their
Windows Update site and online catalog. These are also available to view in the WSUS
console if the company has WSUS deployed. This is preferred to any restricted delivery
of updates from a company server.
Technet publishes security bulletins on the following website:
https://technet.microsoft.com/en-us/security/bulletin and there is a link there to sign up
for email notifications.
Each bulletin provides a link to any update software that is available for the Windows
Server. Certain updates may also be selected from the Windows Update site.
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Note: The only relevant products for which updates maybe required are Windows
Server 2008 R2 and Windows Server 2012 and the roles installed on the IP Office
Contact Center server, no other applications or roles require updating.
All security category updates with a severity rating of Critical, Important or Unspecified
should be applied as soon as possible, ideally within 5 working days of notification.
Note: No other updates should be installed without authorization from Avaya, as to do
so may cause loss of functionality.
Note: Avaya recommend that Automatic Windows Updates are disabled.

Software Installation Checklist
#
Task
Description
Copy the installation

files from the DVD.
Install IP Office
Contact Center
Copy the contents of the IP Office

Contact Center-DVD (.iso) to a local
folder on the server (e.g. c:\install)
This will install the IP Office Contact
Centre server components. After
installing the server components of IP
Office Contact Center, import the data
using Dataimport.exe
Import the IP Office Configuration file to
the IP Office
Notes
The IPOCC IPO Sync

service is
automatically started
and configured by
default. Therefore
Auto Synchronization
can be used in
preference to a
manual configuration
import regardless as
to whether the
configuration
spreadsheet or
Landing Page Wizard
is utilized
Installing vcredist Files on the IP Office Contact Center Server

1. Remote desktop to the server.
2. Copy the IP Office Contact Center software from the cd to a folder created on
servers desktop.
3. Once the IP Office Contact Center software has been copied to the Windows
2008/2012 server, the installation can proceed.
4. Open the folder containing the IP Office Contact Center software. Double click on
the Server folder.
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Windows
2008 Server
Windows 2008 Server Example
Windows
2012 Server

5. Open the IP Office Contact Center Server folder
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Windows
2012 Server
6. The folder will contain a number of files including four vcredist installation files
Windows
2012 Server
7. Install the install vcredist_x64_2008.exe file by double clicking with the left
mouse button on the vcredist_x64_2008.exe file
Windows
2012 Server
8. Click Next.
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9. Click the I have read and accept the license terms check box, then click the
Install button.
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10. Click the Finish button.
11. Repeat this process to install the vcredist_x64_2010 file.
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Windows
2012 Server
Install button.
13. The installation of the file will commence.
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15. Repeat this process to install the vcredist_x86_2008 file
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Windows
2012 Server
16. Click the Next button.
Install button.
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18. The installation will commence.
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20. Repeat this process to install the vcredist_x86_2010 file.
Windows
2012 Server
Install button.
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Contact Center Software Installation

The IP Office Contact Center software can now be installed onto the server.
1. Open the folder containing the IP Office Contact Center software. Double click on
the Server folder.
Windows
2008 Server
Windows
2012 Server
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2. Open the IP Office Contact Center folder.
Windows
2012 Server
3. Double click on the SetupWizard icon.
Windows
2012 Server
4. Click the Accepted button.
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5. Click the Complete link.
6. The Settings for Avaya IP Office Contact Center installation screen is

displayed.
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7. In the Password field, enter a password for the Database System

Administrator Login. This password has a minimum length of 8 characters. The
passwords complexity is Medium i.e. requiring two character sets for example,
upper and lower case characters. Make a note of this password as it will be
required later in the process.
Note: This password is critical as is it used and referenced for any connections made to
the database and for importing data. It is also used when performing maintenance tasks
such as completing upgrades and Backup and Restore. Therefore a make note of the
password you create.
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8. Click the Install button.

9. The IP Office Contact Center components will install. This process takes
approximately 30 minutes to complete.
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10. As the components are installed, the status icons adjacent to the components
will change color from Grey to Green.
11. You will be notified when the installation of the IP Office Contact Center
Components has finished.
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12. Click the Finished button.
13. The system will display a message requesting the system be rebooted.
14. Click the OK button.
Windows
2008 Server
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A. Windows 2008 Server Example
Windows
2012 Server
B. Windows 2012 Server Example
15. Then click on the Start button on the servers desktop, followed by Restart.
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Windows
2008 Server
With Windows 2012 server, click the Settings icon, then click the Power icon followed
by Restart.
Windows
2012 Server
Windows 2012 Server

Select Application: Installation (Planned), then click the Continue button.
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Windows
2012 Server
Windows 2012 Server

16. Once restarted, log back into the server via remote desktop.
17. Once logged in, the Watchdog Configuration Wizard will be displayed. This
wizard will automatically run and check that the services have successfully
restarted.
18. The Watchdog will display a message once it has successfully checked the
services. This window will close automatically.
It is recommended that you check that the services have started.

19. To do this, from the servers desktop select Start followed by All Programs.
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Windows
2008 Server
With Windows 2012 server, click the down arrow icon and click the TT display
icon.
Windows
2012 Server
Windows 2012 Server

20. Select Avaya IP Office Contact Center.
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21. Select Trace System.
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22. Select TT Display.
23. The Trace Display window will open and show all the running services as
indicated by a green status icon. Any services that are yet to start will display a
grey icon; those that have just started will display a yellow icon. Any services that
have failed to start correctly will display a red icon. The service lights should
display as green within a few minutes.
Note: Until the IP Office Contact Center system is licensed the SMTP connector
will repeat a cycle from a green icon to a yellow icon and then a red icon.
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Licensing
A license file has to be installed on a Web License Manager (WebLM) service for the IP
Office Contact Center system. This can be achieved by using the Web License
Manager utility which is available as part of the IP Office Contact Center software
installation or on a centralized WebLM server. The license file is obtained from Avaya
and is generated based upon the Server Host ID of the server upon which the WebLM
service will be installed.
Note: If the IP Office Contact Center Server has multiple network adapters, disable all
NICs that are not used for IP Office Contact Center. ONLY ONE NETWORK CARD IS
SUPPORTED.
Note: The WebLM Service on the Server Edition / Application Server must not be used
for IP Office Contact Center Installations.
The Technician is required to:
Using WebLM, obtain the Server Host ID
Login to PLDS.
Obtain the required License file as per the Sales order.
Once received, the license file is applied using the WebLM utility.
It is good practice to check that the licenses have successfully been applied to
the server.
Any additional licenses required for the IP Office can be obtained using the ADI
utility.
If using a Centralized WebLM server to provide the WebLM service. Please
follow the Centralized WebLM service section.
For PLDS assistance please contact the Avaya Helpdesk Support:
APAC +65 6872 8700

Canada and CALA: +1 720 444 0130.
EMEA: +44 1483 309800,
Germany call +49 69 7505 1234
USA: -866-AVAYA IT (+1-866-282-9248) or 303-354-8999.
A complete list of IP Office Packaging and Order codes is available in the Avaya IP
Office Contact Center Reference Configuration guide.
Licensing Obtaining the MAC Address of the Server

1. Web License Manager can be opened on the server from a browser. From the
servers desktop, select Start followed by Internet Explorer.
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2. Enter the following address in Internet Explorers address bar:

https://xxxx:yyyy/WebLM
Where xxxx is the host name or IP address of the WebLM Service (IP Office
Contact Center server or Centralized WebLM server.
Where yyyy is 8443 for the WebLM service on the IP Office Contact Center
server or 52233 on the Centralized WebLM server.
Note: The WebLM address is case sensitive.
3. If a security warning is displayed, click OK.
4. A Security Certificate warning is displayed, click Continue to this website.
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5. The Web License Manager screen is displayed.
6. Enter the User Name: admin
7. Enter the Password: weblmadmin (The password is case sensitive).
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8. Click the Log On button.
9. You will be prompted to change the password. Enter weblmadmin in the Current
password field.
10. Enter and confirm the new password, then click the Submit button (The
password is case sensitive).
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11. A prompt will be displayed confirming that the password has been successfully
changed.
Note: This password is critical as is it used for access to the Web License Manager
utility. Therefore a make note of the password you create.
12. Log back into Web License Manager, with the new password you have just
created.
13. The Web License Managers interface is displayed.
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14. Click Server properties.
15. Make a note of the Server Host ID and choose WebLM Home.
16. Now using https://plds.avaya.com obtain your license file.
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17. Once you have your license file, go back to WebLM and click the Install License
link.
18. Click the Browse button and browse to the license file.
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19. Select the license file and click Open.
20. Then click the Install button.

21. You will be notified that the license file has been installed successfully.
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22. Click on the CIE link and the installed Licensed Features will be displayed.
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Centralized WebLM server

When using a Centralized WebLM server to supply the WebLM service. It is necessary
to update the IP Office Contact Center software to direct licence requests to the WebLM
service. This is done by using the Avaya License Client x64.msi file.
NOTE: This process will need to be used after upgrading the IP Office Contact Center
software to reestablish the link to the Non IP Office Contact Center WebLM service
1. Open the IP Office Contact Center software folder and choose the Server
folder.
2. Choose the IP Office Contact Center folder.
3. Choose the Setups folder.
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4. Choose to Install the Avaya License Client x64.msi.
5. Choose the Next button.
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6. Read the license agreement and then choose I accept the terms in the license
agreement and then select the Next button.
7. Choose Complete.
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8. In the License Server field type the name of the Server running the WebLM
service. Then if you are using Centralized WebLM server change the port to
52233. Then select the Next button.
9. The License client now installs and choose the Finish button when the
installation is complete.
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Creating the IP Office Contact Center Certificate via the IP

Office Server Edition Manager and Internet Explorer
We will use the IP Office to create a security certificate for the IP Office Contact Center
server.
1. Using an Internet browser, browse to https://XXX.XXX.XXX.XXX:7071 where
XXX.XXX.XXX.XXX is the IP address or host name of your IP Office Server.
2. Click to Continue to the website (not recommended).
3. Login into the IP Office Server Edition.
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4. Click the Settings Tab.
5. Scroll down until Certificates is displayed.
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6. Click the option to Create certificate for a different machine.
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7. Enter the details of the IP Office Contact Center Server.

A. Type the IP address of the IP Office Contact Center Server (for example.
192.168.42.5).
B. Type a password for the certificate to use (for example IPOffice123).
i. Minimum password length
: 8 characters
ii. Minimum number of uppercase characters
:1
iii. Minimum number of lowercase characters
:1
iv. Maximum allowed sequence length
: 4.
C. Type the Host Name of the IP Office Contact Center Server (for example
IPOCC).
D. Type DNS:Host name of IPO Office Contact Center Server, IP:IP Address
of Contact Center Server (for example DNS:IPOCC, IP:192.168.42.5)
Note: The Subject Alternative Name can contain the IP address, hostname and
FQDN and any combination of these values. The correct set is likely to depend on the
private or cloud deployment in question. On customer premises, the IP and hostname
is probably sufficient as they will be referenced to access the web server inside the
organization, otherwise reference to an FQDN may be required.
In a cloud deployment, reference is required to the external, public IP that is available
from the Internet / FDQN of the cloud server.
8. Click the Generate button.
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9. On the Warning screen, click the link to download the Certificate.
10. Click Save or Save as.
11. If Save as was selected, browse to a location and click the Save button.
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12. When the certificate has been saved, click the OK button.
13. Click the Logout button.
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14. Close the Internet browser by clicking the X button.
Note: As part of the configuration process, the type of certificates to be used must be
determined. The choice is to use IP Office Certificates or those from a trusted 3 rd Party.
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Creating a CSR using Microsoft Management Console

Certificates Snap-in
Create the CSR
1) If the selected CA provides instructions or utilities to generate CSRs using
Microsoft tools, those can be used in preference to the following steps providing
the correct format and content result. Any question on format or content should
be clarified with the CA.
2) The following steps cover use of the Microsoft Management Console Certificates
Snap-in to generate a CSR and process the signed identity certificate.
3) All steps must be carefully followed to avoid errors.
4) Further information on the snap-in and certificate operations can be found at:
https://technet.microsoft.com/en-us/library/cc771157.aspx
5) Ensure all naming information has been identified (Common name, Alternate
subject names, organization details etc.)
6) You must be logged in and run the console session as administrator.
7) To open the Microsoft Management Console (MMC):
Search box, type mmc. Click mmc.exe.
Click Start. In the
8) Click File > Add/Remove Snap-in.

9) Click Certificates > Add > OK.
10) Select Computer Account and click Next.
11) Select Local Computer and click Finish then OK.
12) Expand Certificates (Local Computer).
13) Right-click Personal, then click Select All Tasks > Advanced Operations >
Create Custom Request.
14) Click Next.
15) Select Proceed without enrolment policy and click Next.
Note: Include a single wildcard character * in the DNS SAN entry for the appropriate
sub-domain prefix. Only one sub-domain will generally be matched by the browser
(www can be excluded).
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16) Select (No Template) Legacy Key. This is an important step, without this
change the correct CSP cannot be selected.
Note: Always specify FQDN and hostname as DNS SAN entries if configuring
the server for access via an FQDN, with the FQDN first, otherwise specify just
the hostname, e.g. on CPE. The URL SAN entries should be omitted.
Some CAs may insist on FQDN entries and may not issue with hostname alone,
many will also ignore IP address entries (increasingly).
Include a single wildcard character * in the DNS SAN entry for the appropriate
domain prefix.
17) Select PKCS #10 and click Next.
18) In the Certificate Information section, click arrow button next to Details and
click Properties.
Note: some CAs may not issue certificates containing the Data encipherment
key usage, this should not impact proper SSL usage. The usages Key
encipherment and Digital signature are important
19) On the General tab, type the domain name of the certificate in the Friendly
Name field.
20) On the Subject tab, in the Subject Name field, enter the information below,
clicking Add after entering each type:
Note: Typically the street address and other company details are needed in the
subject for EV certificates, these are specified by the CA and are additional to the
standard subject DN attributes.
Type
Country
Value
Country Name (2 letter
code)
State
State or Province name
Locality
Organization
Organization Unit
Common Name
Email
Locality name
Organization name
Section/Department name
FQDN of server
Contact email address
Notes
The Country Name is a 2 letter code
defined by
https://www.iso.org/obp/ui/#home;
select Country codes, and click search
e.g. US
Spell out the state, do not abbreviate
otherwise the CSR will be invalid.
e.g. City
e.g. Company Name
e.g. IT
e.g. www.example.com
e.g. contact@example.com
21) Any entries not required (for example Organizational Unit Name) or not
requested by the CA should not be added.
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22) In the Alternative Name field, enter the information below, clicking Add after
entering each type:
Type
DNS
Value
DNS SAN entry
IP address (v4)
IP SAN entry
URL
URI SAN entry
Notes
The first Alternative Name field should
be DNS with the same value as the
Common Name.
e.g. www.example.com
e.g. example.com
e.g. 135.11.53.53
e.g. 135.11.53.63
e.g. sip:example.com
e.g. 135.11.53.53
23) On the Extension tab, select Key usage.

24) Select Non repudiation, Digital signature, Key encipherment, Data
encipherment, clicking Add after entering each option.
25) Unselect Make these key usages critical.
26) On the Extension tab, select Extended Key Usage.
27) Select Server Authentication, Client Authentication, clicking Add after
entering each option.
28) Unselect Make the Extended Key Usage critical.
29) Expand Basic Constraints. Select the checkbox Enable this extension. Clear
the checkbox Make the basic constraints extension critical.
30) On the Private Key tab, select Key type, select Exchange.
31) On the Private Key tab, select Key options > Key size, and set the value to
2048.
32) Select Make Private Key Exportable. Note: This step is important.
33) On the Private Key tab, select Cryptographic Service Provider, select
Microsoft Strong Cryptographic Provider (Encryption) only.
34) If presented, select Select Hash Algorithm, select Hash Algorithm and set the
value to sha256.
35) Review all entries; check the Key options > Key size, is still set to the value to
2048.
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36) Click OK then Next.

37) Enter the filename (e.g. yourdomain) and location to save the CSR to. Ensure
Base 64 is selected. Click Finish.
38) Open the CSR file yourdomain.req in a text editor and copy all of the text,
including the start and end lines.
39) Go to the CA and follow instruction to paste the full CSR into the SSL enrolment
form of the CA. If requested, the server software used to generate the CSR can
be specified as Microsoft, or Microsoft IIS 7. If requested, SHA-2 should be
selected for the hash algorithm. SHA-1 should not be used.
Download and Import the Signed Identity Certificate

1) After approval and generation, receive/download the certificate files from the CA.
There should be two or more files:
- The signed identity certificate which needs to be in PKCS#7/P7B or PEM
format
- Zero, one or more intermediate certificates in PEM format
2) Copy all to the original CSR directory.
3) On the same server the certificate request was created on, open the MMC
Certificates snap-in for the Local Computer account.
5) Right-click Personal, then click Select All Tasks > Import
6) Click Next.
7) Browse and select the signed identity certificate received from the CA, then click
Open.
8) Ensure that these options are always selected:
Mark the Private Key Exportable
Import all Extended Properties
Import all Certificates in the Chain
9) Click Next.
10) Select Place all certificates in the following store. Under Certificate Store,
make sure Personal is selected and click Next.
11) Complete the Certificate Import Wizard and click Finish.
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12) Check there is a key icon on the new certificate, if not the private key is not
present.
13) Repeat the import process to import the intermediate certificate file(s); there will
be no key icon with these new certificates. Again these must go into the
Personal certificate store.
14) Select the identity certificate and click Open, select Details and verify the
content are as expected. Select Certification Path and verify all the certificates
are present to the root certificate.
Export the Signed Identity Certificate

1) The identity certificate and its private key, root and intermediate certificate(s) are
now stored in the Local Machine Personal certificate store. These can now be
exported in an appropriate format for IP Office Contact Center.
2) On the same server the certificate request was created on, open the MMC
Certificates snap-in for the Local Computer account.
4) Right-click the identity certificate (the one with the key icon), then click Select All
Tasks > Export, click Next.
5) Select Yes, export the private key, click Next.
6) Select: Personal Information Exchange - PKCS #12 (.PFX) , Export all
Extended Properties, and Include all Certificates in the certification path if
possible
7) When prompted, a strong password should be used to secure the file. This
password will be requested when later importing into IP Office Contact Center.
8) Click Next.
9) Enter a filename (e.g. yourdomain) and then click Next, then Finish. The ID
certificate file yourdomain.pfx should be renamed yourdomain.p12 .
10) The PKCS#12 file yourdomain.p12 now has the identity certificate, private key
and all intermediate certificates.
11) yourdomain.p12 can now be imported into the IP Office Contact Center
deployment. Upload the file into the Web Administration site via the Certificate
tab, Upload Certificate menu item, this will setup the TLS certificates for all the
application web servers. The yourdomain.p12, root and intermediate certificate
files should be retained and used for recovery purposes. Note a password will
always be required to open the PKCS#12 file.
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Importing the Certificate into the IP Office Contact Center

Server
Once the security certificate has been created, it can be added into the IP Office
Contact Center Server.
Note: This is only supported with a P12 Certificate File generated on the IP Office
Server Edition / Application Server
1. Login to the page https://XXX.XXX.XXX.XXX:28443/Administration where
XXX.XXX.XXX.XXX is the host name or IP address of your IP Office Contact
Center server using the Administrator account (default password is
Administrator).
2. Click the Certificate button.
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3. Click Upload Certificate.
4. There is a default Certificate on the IP Office Server that is created during

installation. Choose the Click file button.
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5. Browse to the location of the p12 certificate and click the Open button.
6. Enter the Certificate password and then click the Apply button.
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8. The new certificate information is displayed.
9. If you enter the password incorrectly, a warning is displayed.

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10. Restart the IP Office Contact Center server.
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Importing the IP Office Contact Center Certificate into the Windows

Client Internet Explorer
Note: The following content illustrates the process utilizing a Windows 8.1 desktop and
may be different on other operating system.
1. Using Internet Explorer browser, browse to the IP Office Contact Center launch
page.https://XXX.XXX.XXX.XXX:28443/Administration, were XXX.XXX.XXX.XXX
is the IP address or host name of the server.
2. Click Continue to the website (not recommended).
3. Select the Red Shield icon to view the Security Report.
4. Click the option for View certificates.
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5. Click the Certification Path tab.
6. Click the ipoffice-root Certificate.
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7. Click the View Certificate button.
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8. Click the Details tab.
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9. Click the Copy to File button.
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12. Click the Browse button.
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13. Click the location and type a name and then select the Save button.
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16. A message screen appears telling you that the Certificate has been successfully
exported. Click the OK button to close.
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19. Click X to close the Window.
20. Browse to the location of the exported certificate.
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21. Using the Right Mouse Button on the Exported Certificate Click Install
Certificate.
22. Click the Store Location required and then select the Next button.
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23. Click Place all certificates in the following store and then select the Browse
button.
24. Click Trusted Root Certification Authorities and then select the OK button.
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27. Click the OK button to clear the message.
28. When you attempt to gain access to the IP Office Contact Center Server by
referencing the Host Name, a warning message is displayed.
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Client Google Chrome
Note: the following is the process on a Windows 8.1 desktop and may be different on
other operating system.
1. Using Google Chrome browse to the IP Office contact Center launch page.
https://XXX.XXX.XXX.XXX:28443/Administration, were XXX.XXX.XXX.XXX is
the IP address or host name of the server.
2. Move the mouse cursor over the red X and then select to View site information.
3. Click Certificate information.
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4. Click the Certification Path tab.
5. Click ipoffice-root certificate.
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6. Click the View Certificate button.
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8. Click the Copy to File button.
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12. Click the location and type a name and then select the Save button.
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15. A message screen appears stating that the Certificate has been successfully
exported. Click the OK button to close.
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18. Click the X button to close the Chrome window.
19. Browse to the location of the exported certificate.
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20. Using the Right Mouse Button on the Exported Certificate Click Install
Certificate.
21. Click the Store Location required and the select the Next button.
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22. Click the Place all certificates in the following store and then select the
Browse button.
23. Click Trusted Root Certification Authorities and then select the OK button.
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26. Click the OK button to clear the message.
27. When you attempt to access the IP Office Contact Center Server, you will not
receive a warning message.
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Client Mozilla Firefox
Note: the following content illustrates the process relating to a Windows 8.1 desktop
and may be different on other operating system
1. Using Mozilla Firefox browse to the IP Office Contact Center launch page.
2. Click I Understand the Risks and then select Add Exception button.
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3. Click the View button.
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5. Click the ipoffice-root certificate and then select the Export button.
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6. Click the location and type a name (adding .crt to the file name) and then select
the Save button.
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7. Click the Close button.
8. Click the Cancel button.
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9. Click the Tools button.
10. Click the Options button.
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11. Click the Certificates tab.
12. Click the View Certificates button.
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13. Click the Authorities tab.
14. Click the Import button.
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15. Browse to the exported Certificate and then click the Open button.
16. Click Trust this CA to identify websites and then select the OK button.
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17. The Avaya certificate are displayed, click the OK button.
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19. Close Firefox by clicking the X button.
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20. When the IP Office Contact Center Administration page is reopened, the warning
message is no longer displayed.
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Importing the IP Office Contact Center Certificate into the Google

Chrome book
1. Using Google Chrome browse to the IP Office Contact Center launch page.
2. Move the mouse cursor over the red X and then select to View site information.
3. Click Certificate information.
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4. Click Details.
5. Click ipoffice-Root Export.
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6. Click the location, type a name, Click Bas64-encoded ASCII, single

certificate and then select the Save button.
7. Click the X icon to close the window.
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8. Click the Tools icon
9. Click Settings.
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10. Scroll the Window down until show advanced setting is displayed.
11. Click Show advanced settings.
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12. Scroll down and select Manage certificates.
13. Click Authorities.
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14. Click Import.
15. Click the pull down option Base64-encoded ASCII, single certificate.
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16. Click All files.
17. Click the exported certificate and select the Open button.
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18. Click Trust this certificate for identifying websites.
20. The Avaya certificate is displayed. Click the Done button.
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21. Click the X button to close.

22. Click the X to close.
23. Click the X button to close the Chrome session.
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24. When you reopen the IP Office Contact Center Administration page the warning
is no longer displayed.
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Enabling TAPI communication 9.1.X

Due to changes in the default security setting in IP Office 9.1.X the TAPI interface is
disabled by default and needs to be enabled. Upgraded systems for 9.0.X builds should
not follow the configuration steps of this section.
1. Open IP Office Manager
2. Choose File Advanced Security Settings.
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3. Choose your IP Office and the select the OK button.
4. Using an account that can change the security settings, fill out the username and
password and choose the OK button.
Note: For 500v2 the default access User is security. For Server Edition it is
Administrator
5. Click the OK button, to clear an information screens if displayed.
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6. Click Services.
7. Click TAPI and then select the OK button.
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8. Click the Save button.
9. Click File and the Exit.
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IP Office Contact Center Administration Page

IP Office Contact Center 9.1.6 Feature Pack introduces a Web management interface
known as the IP Office Contact Center Administration Page. From this secure Web
Application Interface, a Configuration Wizard can be run to provide basic configuration
details of the IP Office Contact Center system.
The Administration will also provide the capability to:
Download and Upgrade IP Office Contact Center Agent Interface Client Software
The capability to download categorized logs Please refer to the IP Office
Contact Center Maintenance Task Based Guide for further details.
Test the connection between the IP Office Contact Center and the IP Office.
Note: The Administration Page can only be used to configure basic settings for
Telephony IP Office Contact Center systems. It can also be used to upload
certificates to the IP Office Contact Center Server. It cannot be used to configured
Email and Chat settings.
IP Office Contact Center Administration Page

Browser Requirements
Internet Explorer 11+

Firefox 32+
Chrome 39+
Planning Checklist
# Task
Description
Notes
1 Ensure you have

collected the following
configuration details
prior to running the
Configuration Wizard
System Configuration
The required Topic Numbers to
be utilized.
IP Office IP Address
IP Office System Password
IP Office Service Password
SIP Domain
The Topic Numbers

comprise the Topic
Code Prefix and the
Start Topic Code
Group Profile Setup

The Groups to be utilized
The Profiles and Privileges to be
assigned to the Groups
The privileges
available for
assignment are
Agent and
Supervisor
User Setup
The Users (Agents) to be
assigned.
The Profiles to be assigned with
the Users
Time Off Settings
The required Time Off Periods
and their recurrence patterns
To launch the IP Office Contact Center Administration page.

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1. Open your Web browser.

2. In your Web browsers address bar, enter https://<hostname of the IP Office
Contact Center Server>:28443/Administration/
3. If a Website security certificate warning is displayed, click the Continue to this

website link.
4. The IP Office Contact Center Administration page is displayed. Select the

Language to be used.
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5. The default User Name and Password required to login to the IP Office Contact
Center Administration page is Administrator. Enter Administrator in both the
Username and Password fields and then click the Login button. It is good
practice to change the default Administrator password used to access the
administrative interface of IP Office Contact Center.
6. The Login process will commence as indicated by a revolving circle.
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Configuration Wizard System Configuration Page

Note: The Wizard is to be used for quick deployment of simple IP Office Contact Center
systems that do not require the pre provisioning of Email or Chat. Profiles are preset for
Agents and Supervisors.
Note: If the Configuration Spreadsheet is to be utilized rather than the Configuration
Wizard, but you wish to import its configuration data via the System Configuration
page, please refer to the Importing Configuration Data via the Administration Page
Note: The Configuration Wizard will only be displayed for Servers that have not been
configured for use with IP Office Contact Center. In the example below, the IP Office
Contact Center is not in a default state, therefore the configuration Wizard is not
available as configuration settings are already present.
The Configuration Wizard navigation is completed using Next and Previous buttons.
The Maximum configuration limits that can be applied via the Wizard are:
100 Groups
20 Profiles
250 Users (Agent/Supervisor)
25 Time Off periods
7. If the IP Office Contact Center has not been initialized the Configuration Wizard
will start by displaying the System Configuration page. The Window is split into
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two panels. IP Office Data and IP Office Contact Center SIP Connection
Setup (CHAP Configuration). Some of the fields will be prepopulated, whist
other fields are highlighted with Required to indicate that these fields require
information to be added.
A. IP Office Contact Centre Host Name This field is prepopulated with

the IP Office Contact Centers Host name. Please refer to the Servers
Computer Name section of this guide for further details.
B. Topic Code Prefix By default this is 70
C. Start Topic Code By default this is 01
Note: The combination of the Topic Code Prefix and the Start Topic Code will
produce the first IP Office Contact Center Topic number. In the above example, Topic
7001 equates to Topic Code Prefix 70 plus Start Topic Code 01. The first Topic Number
can therefore be configured by utilizing the above two fields.
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D. IP Office IP Address Enter the IP Address of the IP Office System.

This is the IP Office LAN 1 IP Address. In the example below, the IP
Office LAN 1 IP Address is 192.168.42.3. The IP Office IP Address can be
viewed from IP Office Manager by selecting the IP Office System from the
Configuration panel, followed by LAN1. The IP address is displayed in
the IP Address field. (The IP address displayed in this example is for
illustrative purposes only).
E. IP Office Service Port This must be defined as 7070 for Server Edition
and 8443 for IP Office 500v2. The default is 8443.
F. IP Office System Password This is the System Password as defined

under the IP Offices Security Settings. To access the IP Offices
Security Settings, from IP Office Manager select File followed by
Advanced and Security Settings.
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Navigate to System, Unsecured Interfaces tab. The password is defined

under the System Password field. By default the System Password is
password. If the password is changed it can contain up to 31 characters.
G. IP Office Service User Name Administrator by default.
H. IP Office Service Password This is the same password as used with

the IP Office Administrator service account. The IP Office service
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Administrator password is Administrator by default and must be changed

in IP Office Manager. The Administrator Service User Details are available
from the IP Office Managers Security Settings. To access the IP Offices
Security Settings, from IP Office Manager select File followed by
Click Service Users followed by Administrator. The password can be

defined in the Password field.
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I. Local IP Address This field is pre populated . It references the IP

Address of the IP Office Contact Center Server upon which CHAP is
running.
J. Local Signal Port This field is prepopulated. It references the incoming

TCP port for SIP signaling.
K. DNS Server IP Address This field references the IP Address of the

DNS server used by the IP Office Contact Center Server. This will require
changing to the customers DNS server address to be used by the IP
Office Contact Center server.
L. IP Office Signal Port This field is prepopulated. It references the IP

Office port used for SIP signaling.
M. SIP Extension This field is prepopulated. It references the SIP

Extension number within the IP Office used to connect to CHAP. The SIP
extension requires configuration and must conform with the IP Office
extension numbering scheme and extension length.
N. SIP Password Enter the SIP Password as defined within IP Office

Manager against the IP Office Contact Center extension. This password
should meet the minimum requirement for passwords and the password
complexity rules as defined in IP Office Managers Security Settings >
General Settings. This password is numeric only.
O. SIP Domain - enter the SIP Domain (The SIP Domain is Case sensitive).
This must match the Domain Name set in the IP Office. The IP Office SIP
Domain settings can be accessed from IP Office Manager by selecting
System followed by LAN1 and clicking the VoIP tab. The Domain Name
will be displayed as defined in the Domain Name field. (Note the Domain
Name displayed below is for illustrative purposes only).
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8. Once all of the parameters have been completed, the administrator can test the
connection between the IP Office and IP Office Contact Center by clicking the
Test Connection button.
9. If any configuration parameters are incomplete, a warning message is displayed.

In this example, the IP Office IP Address and the IP Office Service Password
have not been defined. Click OK.
10. The corresponding errors will be highlighted by red exclamation mark symbols
adjacent to the fields in question.
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11. Enter the required details to correct the highlighted errors and retest the
connection by clicking the Test Connection button.
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12. If the test connection is successful, a notification message is displayed. Click

OK.
13. Click Next.
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Configuration Wizard - Group and Profile Setup Page

1. The Group and Profile Setup page is displayed.
From this page, Agent Groups and Profiles can be created. Agent and Supervisor
Privileges can also be assigned. By default a single Group 1 and two Profiles are
available.
2. To change the name of an existing Group, enter a new name in the Group
Name field.
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3. To add a new Group click the Add Group button and update the Groups name
in the Group Name field.
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4. The new Group is assigned against the next available Topic number. In this
example the new Group Sales has been assigned against Topic ID 7002.
5. Add additional groups as required.

6. By default there are Profiles created for Agents and Supervisors.
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7. To add a new Profile, click the Add Profile button.
8. The new profile is created.
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9. Enter a name for the Profile in the Profile Name field.
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10. Use the Privileges drop down to assign the required Privilege. The choices
available are Agent or Supervisor.
11. Click within the Group field and select the groups that are to be assigned against
this profile. In this example, a group named Support has been assigned. The first
group is assigned by default. Select any additional groups to be assigned.
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12. Click Next.
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Configuration Wizard - User Setup Page

1. The User Setup page is displayed. From this page ranges of Agents can be
assigned to Extensions and Profiles.
Note: Only users (relating to the agents) are created, therefore the extensions
associated for the users will have to be created manually via IP Office Manager.
2. To add new Users (Agents), enter the number of required users in the Number
of Users field.
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3. From the Profile Name drop down list select the Profiles to be assigned against
the users.
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4. In the Start Extension Number field, enter the first extension from which the
range of users will be created.
Note: If a single user is required, enter 1 in the Number of Users field and then select
the required Profile and the Extension Number to be assigned to the user.
5. Click the Add User button.
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6. The configured Users are displayed along with their assigned Profiles and
Extension Numbers.
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7. To change a Profile against an individual agent, click the Profile Name drop
down against the agent. Then select the required Profile.
8. In this example, Agent2100 name has been changed to Bob James by updating
the Name field and has been assigned the Supervisor Profile.
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9. Click Next.
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Configuration Wizard Time Off Page

From the Time Off page. The administrator can define the periods for example Public
Holidays, that the IP Office Contact Center will be closed.
1. There are two Time Periods available by default:
a. Christmas
b. New Year
Recurrence settings:
A. None: The Time Off period will not repeat. Therefore the Begin Week and
End Week fields will be disabled.
B. Daily - The Time Off period will repeat on a daily basis at the configured
Time.
C. Weekly The Time period will repeat on a weekly basis at the configured
day and time.
D. Yearly The Time Off period will repeat on a yearly basis at the
configured date and time.
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In the following example, a single Time Off period will be created.

2. To add a single Time Off period click the Add Time Off button.
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3. Enter a Name for the Time Off period, in this example the name Shutdown has
been added.
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4. As this is a one off event, the Recurrence has been set to None.
5. Click in the Start Date field, the current month is displayed. To select a different
month, click the current month.
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6. Then select the required month.
7. To select a year, click the currently displayed year and then the required year.
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8. Then select the required start date for this Time Off period from the displayed
calendar.
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9. In the Start Time field, enter the time from which this Time Off period will
commence.
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10. Repeat the process to add an End Date and End Time. The current date is
displayed in the End Date field. In this example, the End Date will be changed to
the 15th June 2016 with an End Time of 8:30am
11. The created Time Off period is displayed.
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In the following example, a Weekly recurring Time Off period will be created.
1. Click the Add Time Off button.
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2. Enter a Name for the Time Off period, in this example the name Fire Alarm Test
has been added.
3. As this is a weekly event, click the Recurrence drop down box and select
Weekly.
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4. From the Start Weekday drop down box, select the day this weekly Time Off
period will commence. In this example, Friday has been selected.
5. In the Start Time field, enter the time from which this Time Off period will
commence.
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6. Repeat the process to add an End Date and End Time.
7. The created weekly Time Off period is displayed.
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8. Once all the required Time Off periods have been created, click Next.
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Configuration Wizard Preview Configuration Page

The Preview Configuration page shows the configuration settings that have be created
in the previous four pages:
System Configuration
Group and Profile Setup
Users Setup
Time Off
1. If required, the administrative can select the Previous button to return to any of
the Configuration Wizards pages to make modifications as required.
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2. The Preview Configuration pages scroll bar can be used to view all of the
configuration settings previously entered.
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3. If all the settings are complete, click the Finish button.
4. An attention message is displayed. Read the message and once satisfied, click
Yes.
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Note: You will have to wait a minimum of 2 minutes before the Configuration Wizards
settings are applied. There are no progress bars to indicate how the configuration
changes are progressing.
5. You will be prompted, that the settings have been saved and that the IP Office
Contact Center requires restarting. Click Yes to logout and restart the services.
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6. Once the system has restarted, log back into the IP Office Contact Center
Administration interface.
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7. The system shows that the IP Office Contact Center system is no longer in a
default state.
8. The configuration changes that have been applied from the Configuration
Wizard, will be reflect in IP Office Contact Centers Windows client interface.
Therefore default Telephony Task Flows will be created for each of the Topics
created by the Configuration Wizard.
9. The Task Flows created by the Configuration Wizard are automatically activated.
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Preparing the Configuration Data For Use with the Excel

Spread Sheet
Note: This process is not required if the Configuration Wizard has been run.
Note: It is only possible to import the configuration spreadsheet into the clean database.
If a clean copy of the database is not backed up, then a full removal and reinstall will be
necessary before the configuration spreadsheet can be used.
Note: With IP Office Contact Center 9.1.7, a suite of default Task Flow Templates have
been created that can only be used with a new pre-populated configuration
spreadsheet. i.e. the original configuration spread sheet cannot be used with the new
Task Flow Templates.
To use the default Task Flow Templates, please refer to the IPOCC 9.1.7 Using the
New IP Office Contact Center Task Flow Templates Task Based Guide.
Component Configuration Checklist

# Task
Description
Complete Configuration
Spread Sheet
Backup IP Office Contact

Center Database
Complete each tab of the Spread

Sheet with the customers
configuration details.
Make a backup of the Database
before you attempt to Import the
Data configuration file
Import configuration data file.

(see Note* below)
Configure IP Office for
telephony.
Import the
DataImport.exe file.
Import the Configuration.csv file.
General system
Settings SIP extensions
Notes
Please refer to the

IP Office Contact
Center
Maintenance Task
Based Guide for
further details
Activate the Task
Flow editor
Note*: The IPOCC IPO Sync service is automatically started and configured by default.
import regardless as to whether the configuration spreadsheet or Landing Page Wizard
is utilized.
1. Browse to the Avaya IP Office Contact Center Configuration file located in the
Utilities folder.
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Note: This IP Office Contact Center configuration file was previously copied to the
servers desktop during the initial part of the configuration.
2. Open the file by double clicking on the Avaya IP Office Contact Center
Configuration spread sheet icon
3. The Excel file should be configured so that Macros are enabled. To do this click
on File, Save As, Macro Enabled Workbook.
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Note: It is important that the Workbook is saved with a path that contains no
spaces / (blank) characters.
4. The file will have an .xlsm extension.
5. Close the file.
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6. If you are using an older version of Excel, for example within the Office
Professional 2010 suite, you may have to manually enable Macros. Reopen the
file and click File followed by Options.
7. Select Trust Center. Click the Trust Center Settings button.
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8. Click Macro Settings. Select the Enable All Macros radio button. Click the OK
button.

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10. Save the Excel file. For example,

Avaya_IP_Office_Contact_Center_Configuration.xlsm
11. The workbook can now be completed by moving between each tab from left to
right and completing the configuration fields.
12. The first tab named Brief Instructions provides step by step instructions
detailing how to complete the workbook.
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Note: The Excel file can only be used for IP Office 9.1.6 (R9.1 FP1) Contact Center
Installations, i.e. a 9.0.2 or 9.0.3, 9.1.0 Excel file cannot be used for a 9.1.6 installation.
13. Tips to help you complete the workbook can be viewed by clicking the red tool tip
icon against specific fields.
14. The first tab to be completed is the Base Data tab.
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15. It is imperative that you enter the correct IP Office Contact Center Hostname,
XMPP Hostname, XMPP Domain and UMR Domain. Fields with a red
background must be configured.
In this example, the IP Office Contact Center server hostname of abcipocc has
been added.
Note: The servers computer name should only comprise of letters and digits. It should
not contain spaces or underscores. The name should also begin with a letter.
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16. This can be checked on the server by opening a command prompt and typing
hostname after the prompt.
17. The IP Office Contact Center servers hostname is displayed.
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18. From the Version drop down menu, ensure that you select the correct version of
IP Office software used for the installation. The Name PBXServer can be
changed to match the Host name of the Primary Server Edition.
19. If Chat and Email are not going to be used, these fields can be left as default.
20. If Chat is required, enter the name of the Chat (XMPP) server to be utilized in the
Name field. This name will identify the customers Chat server for example,
myxmppsrv
Note: Even if Chat or Email is not required, DO NOT delete the words CHANGE ME
from these fields.
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21. In the XMPP Hostname field, enter the Hostname of the customers XMPP
server.
22. In the XMPP Domain field, enter the Domain Name that is served by the XMPP
server.
23. If Email is to be utilized with IP Office Contact Center, in the E-Mail Domain field
enter the internally used Domain Name for email. Note that this is not the name
of the customers email server.
24. Select the Chap tab.

25. To support up to 250 agents, the required Number of Channels can be selected
depending on the number of agents required.
120 channels for up to 100 agents
300 channels for up to 250 agents
26. Select the drop down box adjacent to the Number of Channels field and then
select the number of channels in relation to the number of required agents.
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27. The number of Chap channels used for Queue Device and IVR will automatically
update depending on the Number of Chap Channels selected from the drop
down box.
In this example, 120 Channels have been selected and the Queue Device
updated to 60 Channels and the IVR updated to 30 channels.
In this example, 300 Channels have been selected and the Queue Device
updated to 200 Channels and the IVR updated to 50 channels
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28. In the LocalIPAddress field, enter the IP Address of the IP Office Contact
Center server.
29. In the PBXIPAddress field, enter the IP address of the IP Office.
30. In the SIP Domain field, enter the SIP Domain in lowercase letters. This must
match the Domain Name set in the IP Office Manager under System, LAN1,
VoIP tab, Domain Name.
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31. Enter the IP Address of the DNS server used by IP Office Contact Center.
32. The SIP Extension is used for communication between the IP Office Contact
Center and the IP Office. This will automatically be added to the IP Office
settings when the configuration file is uploaded to the IP Office.
Note: The SIP Extension must be unique and cannot conflict with any other IP Office
extension and must not be in the Topic Number range.
33. Repeat this process for the remaining tabs. Remember that the red tool tips are
available against the fields to assist with configuration.
Note that some of the tabs, for example the Agent and Profile tabs contain
hidden columns that should be expanded so that the configuration data can be
entered. The columns can be expanded by clicking on the plus (+) icons.
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Note: Your IP Office extensions must not be in the extension range 70xxx and 80xxx as
by default these ranges are used by IVR and QDED lines.
34. When all of the tabs have been populated with configuration data, click the Data
Import tab then click on the Create Data Import button.
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Note: If the Create Data Import button is inactive, there may be a problem
caused by a Microsoft Security update. Please refer to the IP Office Contact
Center 9.1.6 FP Maintenance Task Based Guide Troubleshooting section.
35. The Data Import file will be created.
36. Two files are created:
A. IP Office Configuration File

B. Data Import File
Importing Configuration Data (Data Import zipped file) via the Administration
Page
1. Using an Internet browser go to
https://XXX.XXX.XXX.XXX:28443/Administration where XXX.XXX.XXX.XXX is
the IP address or hostname of the IP Office Contact Center Server. Then enter
the User Name and Password by default Administrator and then click the Login
button.
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2. Click the Configuration link.
3. Click Upload Configuration.
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5. Select the DataImport.zip file created with the Excel spread sheet and then click
the Open button.
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6. The details within the zipped file are displayed on the right hand side of the
screen. Scroll down to see all of the details.
7. Scroll back up to the top of the details window.
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A. Enter the IP Office Service User Name. This is typically the IP Office
Administrator account.
The Conf access User name is populated with this name.
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Note: A service account on IP Office could have been created for AutoSync
purposes. That account can be used if created. Please refer to the Creating a
New Account for the Auto Synchronization section of this guide.
B. Enter the IP Office Service Password. This is typically the IP Office
Administrator account password. The Conf access Password is
populated with this password.
Note: A service account on IP Office could have been created for AutoSync
purposes. That accounts password can be used if created. Please refer to the
Creating a New Account for the Auto Synchronization section of this guide.
C. Enter the IP Office System Password. This is the IP Office system
password. The PBX password in the database is populated with this
password.
8. Click the Apply button. The configuration will be uploaded.
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9. A confirmation screen will be displayed when the configuration has been

successfully applied. Click Yes to logout and restart the services.
10. The Login page is displayed.
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Importing Data to the PostgreSQL Database

Note: This process is only followed if the configuration Data Import zipped file has not
been uploaded via the Administration Web Page.
37. Copy the Data Import file over to the IP Office Contact Center Server.
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38. From the servers desktop, right click and select Paste.
39. The Data Import file will be copied to the server.
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Note: Make a backup of the Database before you attempt to Import the Data
configuration file. Please refer to the IP Office Contact Center Maintenance Task Based
Guide for details relating to Database backups.
40. Double left click on the Data Import file to import the data.
41. The CCImportJobber screen is displayed. Enter the following and then click on
the Import data button.
A. Enter the IP Office Service User Name.
B. Enter the IP Office Service Password.
C. Enter IP Office System Password.
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42. The Data Import will be completed. Click the Finish button.
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43. Restart the server. From the servers desktop click Start followed by Restart.
With Windows 2012 server, click the Settings icon, then click the Power icon
followed by Restart.
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Windows 2012
Server
Windows 2012 Server

Windows 2012
Server
Windows 2012 Server

44. Once the server has rebooted, log back into the server via a remote desktop
connection.
45. Check that all of the servers components are running. To do this click Start
followed by All Programs, open the Avaya IP Office Contact Center folder.
Then open the Trace System folder.
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Windows 2008
Server
icon.
Windows 2012
Server
Windows 2012 Server

46. Click the TT Display link.
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Windows 2008
Server
47. Check that all components are running as indicated by green icons adjacent to
the components.
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Activating a Task Flow

Note: The Task flow will have to be activated manually when an IP Office Contact Center system has
been configured by utilising the Configuration Spreadsheet. When the Configuration Wizard has been
used, this process is automated.
The Task Flow can now be activated.

1. To do this click Start followed by All Programs, open the Avaya IP Office
Contact Center folder and then open the User Interface folder.
2. Double left click on the User Interface link.
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3. To login enter a Username and Password of Administrator
4. Click the Login button.
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5. The first time you login with Administrator account, you will be asked to change
the default password. Click the OK button.
6. The IP Office Contact Center interface is displayed.
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7. To change the Administrator default password, click File and then select Change
password..
8. In the Old Password field, enter the password Administrator, then enter and
confirm the new password. Click the OK button.
9. Click the OK button to complete the change password process.
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10. Click the Go to link and select Configuration.
11. In this example, the Agent tab has been selected and the imported agents
details are displayed. This indicates that the data has successfully imported to
the database.
12. Select Go to and select Task Flow Editor.
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13. The Task Flow Editor screen is displayed.
14. Click the Open folder icon
15. Select Import TF-Set and click the OK button.
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16. Do not enter a password. Click OK.
17. The Task Flow is displayed.
18. From the menu bar select Task flow set followed by Activate.
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19. The Task Flow is checked and then activated.
If an error is encountered within the Task Flow, please refer to the Error List section of
the IP Office Contact Center Maintenance Task Based Guide.
21. The Task Flow can now be closed. Select Task flow set followed by the Close
button.
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22. You will be prompted to save the changes. Click Yes.
23. The default Task Flow Set has to be defined. To do this click Task flow set
followed by Default task flow set
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24. You will be prompted that No default TF set configured. Click OK.
25. Select Import TF-Set followed by OK.
26. Do not enter a password, click OK.
27. The server is now configured. For more information on the Task Flow Editor refer
to the IPOCC 9.1.7 Task Flow Editor - Telephony Task Based Guide
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Importing the IP Office Configuration File only required if

Auto Synchronization is Disabled
Note: The process of manually importing the configuration file to the IP Office is only
necessary if AutoSync has been disabled.
Therefore importing the configuration file is not required if AutoSync is on (AutoSync is
enabled by default). Avaya do not recommended using the csv import into the IP Office.
As part of the installation process you will have previously completed the configuration
spread sheet in order to create the Data Import file. When the Data Import file is
created, a second Excel file is also created that includes the IP Office configuration
settings for IP Office Contact Center. These settings include details relating to the
agents, groups etc that can be uploaded to the IP Office.
IP Office server configuration checklist

#
Task
Description
1
2
Import the data file.

Configure general system settings.
Configuration.csv
VoIP
SIP Register
DNS
Notes
1. To import the configuration file, launch IP Office Manager and open the
configuration of the IP Office.
Note: If this is a new IP Office installation, due to Security enhancements, you will be
prompted to change the default System password when you first login to IP Office
Manager. This password can also be set from the IP Offices Security Settings
interface.
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If this password is changed, the IP Office Contact Centers PBX Configuration

Password must also be changed to match the IP Office Contact Centers system
password.
2. From IP Office Managers menu bar, select File followed by Import/Export then
select Import.
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3. Locate the IP Office Configuration file that was created when the Data Import file
was produced. To do this click the browser button and browse to the location of
the configuration file.
4. The Configuration file will be shown as being available for selection. Click the
check box adjacent to the file.
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A. The path to the files location is displayed.

B. The File Type is displayed.
Note: The file type must be set to CSV Text(.csv)
6. The configuration data is uploaded to the IP Office.

7. You will be prompted that the IP Office requires a System Reboot. Click Yes to
reboot the IP Office system.
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8. Click the Close button.
10. Once rebooted, the uploaded IP Office configuration can be checked by logging
back into IP Office Manager and clicking the User link. The users that were
created and uploaded to the IP Office Contact Center will be the same as those
uploaded to the IP Office Configuration.
Note: Only users (relating to the agents) are created, therefore the extensions
associated for the users will have to be created manually via IP Office Manager.
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11. A user called Contact Center is also created, that is associated with the SIP
extension that was previously defined in the Data Import spread sheet. This SIP
extension is used as a connection path between IP Office and the Contact
Center server.
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12. A short code is also created that is used for routing calls from the IP Office to the
IP Office Contact.
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Following steps are required irrespective of Synchronization being on or off.

13. Select the System link followed by the LAN1 tab. Then select the VoIP tab.
14. Ensure that the H323 Gatekeeper Enable check box is selected.
15. Ensure that the SIP Trunks Enable check box is selected.
16. Ensure that the SIP Registrar check box is selected.
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17. In the Domain Name field, ensure that the SIP domain is correct (in lower case
letters only).
Note: This is the SIP Domain name previously defined in the Data Import Spread
sheet under CHAP Server tab.
18. Select the TLS check box as TLS must be enabled. The default ports can be
used.
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19. Ensure that UDP and TCP are also selected. The default ports can be used.
20. Then click the OK button.
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21. Save the configuration back to the IP Office. Click the Save icon.
22. You will be prompted to complete an Immediate reboot of the system. Click OK.
The IP Office will reboot.
23. Once the IP Office has rebooted, the server will also require a reboot. Log back
into the IP Office Contact Center Server. From the servers desktop click Start
followed by Restart.
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With Windows 2012 server, click the Settings icon, then click the Power icon followed
by Restart.
Windows 2012
Server
Windows 2012 Server

Windows 2012
Server
Windows 2012 Server
24. Once the server has rebooted, log back into the server via a remote desktop
connection.
25. Check that all of the servers components are running. To do this click Start
followed by All Programs, open the Avaya IP Office Contact Center folder.
Then open the Trace System folder.
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Windows 2012
Server
icon.
Windows 2012
Server
Windows 2012 Server

26. Click the TT Display link.
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27. Check that all components are running as indicated by green icons adjacent to
the components.
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Windows 2008 Server - Voice Control Speech

For Text to Speech purposes, the IP Office Contact Center server can be configured
with Voice Control Speech capabilities.
1. Click the Start button, followed by Programs and navigate to the Avaya IP Office
Contact
Center
folder.
Open
the
folder
and
double
click
VCSpeechConfiguration.
2. The Text to Speech Voice files that can be used by the IP Office Contact Center,
can be selected from the required drop down boxes. The number of available
Text To Speech licenses can also be viewed from the Voice Control Speech
Configuration dialog box.
Windows 2008
Server
Windows 2008
Server
Windows 2012 Server - Voice Control Speech

1. From the servers desktop, click the Windows icon.
2. Click the down arrow icon.
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Windows 2012
Server
3. Click the VCSppechConfiguration icon.
Windows 2012
Server
4. From the Text To Speech Voice drop down boxes, the required Text to Speech
Voice to be used with IP Office Contact Center can be selected.
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Windows 2012
Server
Note: Voice Control Speech Configuration has different default values for Text-tospeech English Voice and Number of test to speech licenses on ISO deployment vs
OVA deployment:
ISO - English TTS Voice: None

OVA - English TTS Voice: Microsoft Anna
ISO - TTS licenses: None
OVA - TTS licenses: 90
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IP Office and IP Office Contact Center Auto Synchronization

An auto synchronization facility is available from IP Office Contact Center 9.1.2 . This
facility simplifies the process of provisioning agents and short codes that are used by IP
Office Contact Center. When users are created in the IP Office they can automatically
be created as agents within IP Office Contact Center and vice versa.
In a similar manner when Access Codes are created in IP Office Contact Center,
corresponding short codes will be automatically created within the IP Office system.
In summary, the following objects are synchronized:
Users in IPO <-> Agents in IP Office Contact Center (synchronized both ways)
Short codes in IPO <- Access codes in IP Office Contact Center (Synchronized
when Access codes are created in IP Office Contact Center).
IP Office Contact Center Agents whose profiles have telephony (Tel) enabled will
be synced to the IP Office.
The Telephony (Tel) check will be disabled from an IP Office Contact Center
agent profile, if the corresponding User is deleted from the IP Office system or if
the User Type is changed to None in User Telephony Supervisor settings and
vice versa.
Use Cases of Synchronization

The following list summarizes the cases when synchronization does and does not take
place.
Upgrade from 9.0.3 or 9.1 to 9.1.6
All agents in IP Office Contact Center will be added to the IP Office with type set
to IP Office Contact Center Agent.
If the same agent/user already exist in the IP Office, the type of that agent will
be changed to IP Office Contact Center Agent and IP Office data of that agent
will prevail. IP office data will prevail and the corresponding agent
extension/Login code is Updated as per IP office System.
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Fresh installation of 9.1.6

All IP Office Contact Center agents and Access codes created through Data
Import/ Landing page will be added to the IP Office along with the chap/Contact
center user. In case Contact Center is already present in the IP Office, the
contact center user is updated with the CHAP extension of IP Office Contact
Center.
Sync service start up
The synchronization process gathers data from both systems.
Sync waits for around 5 minutes to start the sync operation with IP Office on
service startup
The IP Office is the master of User data and IP Office Contact Center is the
master of Short codes.
All new agents created in IP Office Contact Center will be added to the IP Office
system and vice versa.
If there are any discrepancies or conflicts in data during startup, the IP Office
data will prevail.
Sync service up and running
Both the IP Office Contact Center and IP Office system are equally treated when
the synchronization service is running.
Adding a non IP Office agent in IP Office or adding non Telephony Agent in IP Office
Contact Center.
Synchronization does not have any impact
Restart of Synchronization service from the Windows service panel
Behavior same as Synchronization startup.
The IP Office will be the master of user data and IP Office Contact Center for
short codes
Disable Synchronization Service through Delete button in User Interface
Synchronization will ignore all the changes in both systems from that moment
When starting Synchronization again, the configuration details have to be
manually reentered
Network Disconnection from the IP Office
The Synchronization service will automatically restart if the disconnection occurs
for more than 60 seconds.
Once restarted the behavior will follow the same pattern as during
Synchronization startup.
User with Telephone enabled added in IP Office Contact Center
Creates IP Office Contact Center type agent in the IP Office with extension,
login code and user rights.
Creates an extension entry in the Telephone tab of the IP Office Contact Center
User Interface.
User with IP Office Contact Center agent type added in IP Office
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Creates an agent in IP Office Contact Center or enables the Telephone feature

for that IP Office Contact Center agent, if the agent already exists.
Creates an extension entry in the Telephone tab of IP Office Contact Center
User Interface.
Access code added in IP Office Contact Center

Corresponding short code is added in the IP Office
Access code deleted in IP Office Contact Center
Synchronization does not delete the short code in IP Office
Access code updated in IP Office
Synchronization will create the new access code, but will not delete the existing
short code. All IP Office Contact Center short codes deleted accidentally from IP
Office will be recreated in IP Office Contact Center by Synchronization during
next polling.
IP Office Contact Center Short codes added in IP Office
Synchronization will not have any impact, as short code Synchronization is one
way
User creation when IP Office is down/ IP Office denies the requested user
synchronization operation
Synchronization will not allow user creation in IP Office Contact Center, if it is not
able to complete the Synchronization in IP Office
This is applicable only if we create the user from IP Office Contact Center, i.e. it
is not applicable if the user is created in the IP Office.
Similarly Synchronization will prohibit the deletion of a Telephone, if that number
is assigned to an Agent within Agent tab
An Error will be shown in Administrators User Interface
Access code creation when IP Office is down
Synchronization will not deny access code creation, as short code
synchronization is completed through polling as per synchronization interval and
not in real time.
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Limitations of Synchronization
The following list details the limitations of the synchronization process.
Name/Telephony Name
IP Office Rules (no auto
sync)
Rules(no auto sync)
Auto Sync Rules
Maximum 15 characters. Names should not start with a space.

Do not use punctuation characters such as #, ?, /,^,>. Do not
provision a user with the Name admin.
Maximum 18 alphanumeric characters
Maximum 15 characters. Names should not start with a space.
Do not use punctuation characters such as #, ?, /,^,>. Do not
provision a user with the Name admin.
Extension Number
IP Office Rules(no auto
sync)
Range =2 to 15 digits. Users associated with IP phones or who

may log in as such devices should not be given extension
numbers greater than 7 digits.
IP Office Contact Center The number of the IP Office User. You can use maximum 9
Rules(no auto sync)
digits.
Auto Sync Rules
Maximum 9 digits. Users associated with IP phones or who may
log in as such devices should not be given extension numbers
greater than 7 digits.
Login code/Telephone password
IP Office Rules(no auto
The code that has to be entered, as part of a log in sequence, to
sync)
allow a users to make use of an extension as if it was their own
phone. This entry must be at least 4 digits for DS port users.
Login codes up to 15 digits are supported with Extn Login
buttons. Login codes of up to 31 Digits are supported with Extn
Login short codes.
IP Office Contact Center Maximum 9 numbers
Rules(no auto sync)
Auto Sync Rules
Maximum 9 numbers
Short code synchronization is only one way from the IP Office Contact Center to
the IP Office.
Depending on the PBX type (IP Office 500V2 or Server Edition) the
synchronization time will vary.
User should be created by following the rules applicable to both applications.
Server Edition Solutions A separate Web Service User should be created on

the Primary Server. When a Synchronize Security Database is completed from
Web Manager by clicking the Synchronize Service User and System
Password button, web service users will be created on all IP Office nodes in the
solution.
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When an IP Office Server Edition solution contains Expansion units, all IP Office
Contact Center users created through synchronization will reside on the Primary
Server Edition.
All expansion unit passwords must be synchronized with the primary server
otherwise the users from the expansion will not be in sync. This can be
automatically achieved through Synchronize Service User and System
password.
Short codes will not be deleted from the IP Office in any case, even if a customer
deletes the corresponding access code from the IP Office Contact Center.
A separate web service user should be created to avoid the risk of the
Administrator user account being locked.
When loss of connectivity with the IP Office occurs, the synchronization service
will restart synchronization operations only when the disconnection periods
exceed 60 seconds.
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Rules of Synchronization
The IP Office is master of the data (name, number and password), apart from the short
codes where the IP Office Contact Center is the master. New or changed short codes
for topics are always copied to IP Office. When short codes are deleted in IP Office
Contact Center they are never deleted from the IP Office.
Note: When exchanging extension numbers from one user to another, this process
should be completed by removing both extensions first. Then saving the configuration
and updating it again with the new Extensions. This configuration should be completed
in the IP Office and the IP Office Contact Center will be updated after 90 seconds.
Information:
Telephone numbers in IP Office Contact Center are necessary to start monitoring users
in IP Office Taskserver.
For newly created users in the IP Office, the IP Office Contact Center uses the same
configuration data as detailed in the Configuration spreadsheet (i.e. Profile, User rights).
The data is created or modified in IP Office Contact Center:
Scenario
IPO
Before synchronize
IPOCC
IPOCC Supervisor creates a

new agent.
Agent telephony name
Smith, number 4711,
password 004711
No interfering data in IPOCC
or IPO are present.
IPOCC Supervisor changes
the number of an agent.
New agent telephony
number 4722.
or IPO are present.
User name: N/A

User extension: N/A
User login code: N/A
User IPOCC Agent type:
N/A

the name of an agent.
New agent telephony name
Kennedy.
or IPO are present.
User name: Smith

User extension: 4711
User login code: 004711
Agent

the password of an agent.
New agent telephony
password 471100.
or IPO are present.
User name: Smith

Agent
IPOCC Supervisor delete an

agent.
Task type Telephony are
deleted from agent Smith.
or IPO are present.
User name: Smith

Agent

new agent.
Smith, number 4711,
password 004711
Interfering data in IPO are
present:
Other user (no agent) with
same name Smith exists.
new agent.
Smith, number 4711,
User name: Smith

none
User name: Smith

Agent
User name: Clinton

Agent telephony name:

Smith
Agent telephony
number: 4711
Agent telephony
password: 004711
Telephone number: N/A
Smith
Agent telephony
number: 4722
Agent telephony
password: 004711
Telephone number: 4711
Kennedy
Agent telephony
number: 4711
Agent telephony
password: 004711
Smith
Agent telephony
number: 4711
Agent telephony
password: 471100
N/A
Agent telephony
number: N/A
Agent telephony
password: N/A
Smith
Agent telephony
number: 4711
Agent telephony
password: 004711

Smith
Agent telephony
number: 4711
IPO
After synchronize
IPOCC
User name: Smith

User extension:
4711
User login code:
004711
User IPOCC Agent
type: Agent
User name: Smith
User extension:
4722
User login code:
004711
User IPOCC Agent
type: Agent
User name:
Kennedy
User extension:
4711
User login code:
004711
User IPOCC Agent
type: Agent
User name: Smith
User extension:
4711
User login code:
471100
User IPOCC Agent
type: Agent
User name: N/A
User extension: N/A
User IPOCC Agent
type: none
Agent telephony name: Smith

Agent telephony number: 4711
Agent telephony password:
004711
User name: Smith

User extension:
4711
User login code:
004711
User IPOCC Agent
type: Agent

004711

004711

Kennedy
004711

471100
Agent telephony name: N/A

Agent telephony number: N/A
Agent telephony password: N/A
Creation are rejected!

Agent has no Task type Telephony.
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password 004711
present:
same user extension 4711
exists.
the number of an agent.
New agent telephony
number 4722.
present:
same user extension 4722
exists.
none
Agent telephony
password: 004711
User name: Walton

none

Smith
Agent telephony
number: 4722
Agent telephony
password: 004711


the name of an agent.
New agent telephony name
Kennedy.
present:
same name Kennedy exists.
User name: Kennedy

none

Kennedy
Agent telephony
number: 4711
Agent telephony
password: 004711

Data is created or modified in IP Office:

Scenario
IPO
Service technician
creates a new user in
IPO with IPOCC Agent
type "Agent".
Name Lincoln, Extension
3411, Login code 003411
No interfering data in IPO
or IPOCC are present.
Service technician
modifies a existing user
in IPO.
Set IPOCC Agent type
"none" to "Agent".
Name Lincoln, Extension
3411, Login code 003411
Service technician
changes extension
number from an user in
IPO with IPOCC Agent
type "Agent".
New extension number
3433.
Service technician
changes name from an
user in IPO with IPOCC
Agent type "Agent".
New Name Nixon.
Service technician
changes login code from
an user in IPO with
IPOCC Agent type
"Agent".
New Login code 034110.
Service technician delete
a user in IPO with
IPOCC Agent type
"Agent".
Delete user completely
or set IPOCC Agent type
to "none".
Before synchronize
IPOCC
IPO
After synchronize
IPOCC
User name: Lincoln

Agent

N/A
Agent telephony
number: N/A
Agent telephony
password: N/A
User name: Lincoln

User IPOCC Agent type: Agent
Agent telephony name: Lincoln

003411
User name: Lincoln

Agent

N/A
Agent telephony
number: N/A
Agent telephony
password: N/A
User name: Lincoln


003411
User name: Lincoln

Agent

Lincoln
Agent telephony
number: 3411
Agent telephony
password: 003411
User name: Lincoln


003411
User name: Nixon

Agent

Lincoln
Agent telephony
number: 3411
Agent telephony
password: 003411
Lincoln
Agent telephony
number: 3411
Agent telephony
password: 003411
User name: Nixon

Agent telephony name: Nixon

003411
User name: Lincoln


034110

Lincoln
Agent telephony
number: 3411
Agent telephony
password: 003411
User name: N/A

User extension: N/A
User IPOCC Agent type: none
Agent telephony name: N/A

Agent telephony number: N/A
Agent telephony password: N/A
User name: Lincoln

Agent
User name: N/A

User extension: N/A
none
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Upgrade from previuos versions IP Office / IP Office Contact Center:

Scenario
Initial synchronisation
after upgrade IPO and
IPOCC to 9.1.6.
Comparison user name
(IPO) to Agent telephony
name (IPOCC).
User name / Agent
telephony name match.
Same number.
IPOCC to 9.1.6.
name (IPOCC).
User name / Agent
telephony name match.
Different numbers.
IPOCC to 9.1.6.
name (IPOCC).
User name / Agent
telephony name doesn't
match (no user with
name Truman present in
IPO).
User extension 5633
doesn't exists in IPO.
IPOCC to 9.1.6.
name (IPOCC).
User name / Agent
telephony name doesn't
match (no user with
name Truman present in
IPO).
User extension 5633
exists in IPO.
Before synchronize
IPO
IPOCC
After synchronize
IPO
IPOCC
User name: Truman

none

Truman
Agent telephony
number: 5633
Agent telephony
password: N/A
User name: Truman

Agent telephony name: Truman

123456
User name: Truman

none

Truman
Agent telephony
number: 3456
Agent telephony
password: N/A
User name: Truman


123456
User name: N/A

User extension: N/A
none

Truman
Agent telephony
number: 5633
Agent telephony
password: 005633
User name: Truman


005633
User name: N/A

none

Truman
Agent telephony
number: 5633
Agent telephony
password: 005633
Synchronisation are not possible!

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Synchronization error codes

Synchronization not responding
Reason: IPOCC Sync Service is not responding to particular request. The current
synchronization is still processing a sync service request with the IP Office. A restart of
the IPOCC Sync Service is required, if the message is repeatedly seen.
Synchronization rejecting operation
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Reason: IP Office rejected the synchronization operation request. Check the IP Office
configuration.
Synchronization Rejecting Simultaneous operation
Reason: Concurrent synchronization operations at exactly same time from different UI

are not supported. Please try the operation again.
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Setting the Contact Center Application within IP Office Manager

The first step in the synchronization process takes place within IP Office Manager. A
configuration parameter entitled Contact Center Application must be set to Avaya IP
Office Contact Center. To complete this task:
1. Using IP Office Manager, click System and then select the Contact Center tab.
2. From the drop down box, select Avaya IP Office Contact Center.
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4. Click the Save Icon.
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Creating a New Account for the Auto Synchronisation

It is recommended that a new IP Office account is created for the use of Auto
Synchronisation to avoid the Administrator account becoming accidently locked.
Note: The default Port 8443 relates to installations where an IP Office 500V2 is utilised.
If an IP Office Server Edition is utilized Port 7070 is used.
1. With IP Office Manager connected to the IP Office. Select File followed by
2. The Security Settings are now displayed.
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3. Using the Right Mouse Button on Service Users, click New.
4. In the New User Name field type IPOCCSync.
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5. In the New User Password and Re-enter New User Password fields type a
password for the new User. For example, IPoffice123 and then select the OK
button.
6. Use the slide bar against Right Group Membership until Business Partner. Is
displayed.
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7. Click the Business Partner Right Group Membership and then click the OK
button.
8. Click the Save icon.
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9. Now that the account has been created in the IP Office, we need to amend the
details in IP Office Contact Center with the new account. Login to IP Office
Contact Center and select Administration followed by Configuration and then
PBX
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10. Click PBXServer and then select the Edit button.
11. If your IP Office Contact Center has been upgraded from for example 9.0.3,
change the Version to R9.1.6 and then select the OK button.
12. Click the Conf.access button.
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13. The IPOffice Sync Configuration dialog box is displayed.
A.
B.
C.
D.
E.
IP Address
Port
User
Password
Sync Interval
: IP Office Address
: 7070 for IP Office Server Edition, 8443 for 500v2
: Web Service User in IP Office
: Password of Web Server User in IP Office
: Poll time for synchronization (default 2 minutes)
14. Change the User and Password to the newly created account.
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15. Change the Sync Interval and then click the OK button.
Note: The Sync Interval has a different effect on IP Office 500 V2 systems and IP Office
Server Edition systems. For IP Office 500 V2, user synchronization from IP Office and
access codes synchronization from IP Office Contact Center is dependent on the sync
interval. For Server edition, user synchronization is almost instantaneous both-ways
and only access code Synchronization from IP Office Contact Center is dependent on
Sync interval. Therefore if IP Office Server Edition is used, it is advisable to keep a
higher Sync interval, as Access codes are not frequently changed and do not require
the default synchronization of 2 minutes.
16. Click the OK button to confirm the changes.
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How Auto Synchronisation works when creating a New

Agent/Supervisor in IP Office Manager
With the New Auto Synchronisation feature. You can create a new Agent in the IP
Office using IP Office Manager or IP Office Contact Center. When the details for the
Agent are entered in either, an Auto Synchronization takes place and copies the details
over to the other system.
Creating a New Agent in IP Office Manager.
1. When creating a New Agent/Supervisor the following fields are used.
A. Agent/Supervisor Name.
B. The Logon Password for the IP Office Contact Center Client. This
password is the login code in IP Office. Not the user password.
This password is synced as IP Office Contact Center client login password only when
the user is created in IP Office for first time. It is not synced after that.
C. The Extension number of the Agent/Supervisor.
Note: The Number is used for the Auto sync function and must be defined. Agents are
still able to use any Extension number for which they have authorization.
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Note: Do not mark any User (Agent) as Ex Directory.
Note: The Full Name setting is also synchronised to IP Office with the Telephone name
of the Agent in IP Office Contact Center, if the agent is created in IP Office Contact
Center.
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2. Change the IPOCC Agent Type to Agent from None, when creating a new
Agent or Supervisor in IP Office Manager.
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3. Save the Configuration.
4. The Auto synchronisation will now create a new Agent in the IP Office Contact
Center.
5. The reverse can also take place if the New Agent/Supervisor is created in the IP
Office Contact Center. The auto synchronisation will create a new
Agent/Supervisor in the IP Office.
Note: Short codes should be consolidated to the solution level of IP Office Server
Edition. This process is completed through settings within IP Office Manager/Web
Manager. This will ensure that short codes are available at all systems in the solution
i.e. primary, secondary as well as expansion systems.
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The short code is created as part of the Auto Synchronisation process. It is useful to
note what the code references within IP Office Contact Center:
A) In the above example, Code 70XX represents the range of Topics used within IP
Office Contact Center.
B) The Telephone Number field references the IP Office Contact Center SIP Extension.
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How to Disable the IP Office Contact Center Auto Sync

Service
1. Click the PBX tab.
2. Click PBXServer and select the Edit button.
3. Click the Conf access button.
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4. Click the Delete button.
5. Click the OK button to return.
6. The Auto sync has now been disabled
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Confirm the IP Office Contact Center User configuration

Scenario: If the IP Office to which the IP Office Contact Center is attached to, has been
configured prior to the installation of the IP Office Contact Center, it may contain
configuration that can cause errors in the processing of call traffic when calls are being
passed to Agents at the same time. This may also be the case if the IP Office Contact
Center has been upgraded from 9.1.0. The following process will confirm the required
settings for the IP Office Contact Center User.
1. In IP Office Manager, locate the Contact Center User.
2. Scroll down until the Work hours User Rights field is displayed. This should be
Application. If it is not, change the setting to Application.
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3. Choose User Rights and select Application.
4. Check that Application Servers Group is selected.
5. If any changes are required, Save the configuration before closing IP Office
Manager.
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IP Office Contact Center User Interface

Adding the server as a Trusted Site to Internet Explorer
Each IP Office Contact Center Users PC must have the IP Office Contact Center
trusted site added to Internet Explorer.
To add the server as a trusted site to Internet Explorer:
1. Open Internet Explorer and select Internet Options.
2. Click the Security tab followed by Trusted Sites.
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3. Click the Sites button and add the hostname of the server in the following format:
http://<hostname>
Note: the server name in the screen capture below is for illustrative purposes only.
A similar process can be followed with Mozilla Firefox:

4. Open the Firefox browser and select, Tools followed by Options.
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Adding the Servers Host Name to the IP Office Contact Center User
PCs Host File
NOTE: Changing the IP Office Contact Center Users host file is not required if a DNS
entry has been created for the IP Office Contact Center server and the User is using the
DNS server.
Each IP Office Contact Center Users PC must have its host file amended to reference
the IP Office Contact Center servers hostname and IP address
The servers hostname can be checked from the servers command line:
1. Login to the server and from the start menu type cmd in the search box and
press enter.
Windows 2012 server
A. Right Click
2. Type hostname after the prompt.
3. The servers hostname is displayed. In this example the servers host name is
abcipocc
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4. The host name of the server should be added to each IP Office Contact Center
users PC. Navigate to C:\Windows\System32\drivers\etc.
5. Right click on the hosts file and open with for example notepad.
A. Right Click
6. Add the servers IP Address and host file details in the following format, for
example 192.168.42.50 abcipocc abcipocc
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A. IP Office Contact Center Servers IP Address

B. IP Office Contact Center Servers Host Name
7. Save the changes to the host file.
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Installing the Contact Center User Interface on the Agents

PCs
The Contact Center User Interface has to be installed on each agents PC. If the
software is not running on the agents PC, they will not be displayed in IP Office Contact
Center Real Time screens or Reports.
The IP Office Contact Center User Interface is supported in the following languages:
English
Italian
European French
Latin American Spanish
German
1. The software can be found on the IP Office Contact Center installation CD within
the Client folder.
2. It can also be downloaded from the IP Office Contact Center Administration

Page Download Link. Click the Download link, followed by IP Office Contact
Center Client.
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3. A dialogue box is displayed. Click the Save drop down box, followed by Save
As.
4. Save the client to the servers desktop.
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(1) Client Software available from IP Office Contact Center Installation CD

5. Copy the software on to each agents PC.
6. Double left click on the installation file.
7. The setup wizard is displayed. Click Next.
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8. Accept the License Agreement and click Next.
9. Click the Complete button.
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10. Enter the Host Name of the IP Office Contact Center server in the Hostname of
IP Office Contact Center Server field.
Note: The Hostname depicted below, is for illustrative purposes only.
11. All of the other settings can be left in their default state. Click Next.
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13. The installation will proceed.
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Logging into the User Interface

To login to the User Interface:
1. From the start menu, select Avaya IP Office Contact Center, open the User
Interface folder and double click on the User Interface icon.
With Windows 2012 server, select the down arrow icon followed by the User
Interface icon.
Windows
2012 server
Windows 2012 Server
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2. The User interface sign in screen is displayed.
3. In the Username field, enter the user name that has previously been configured
for this agent.
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4. From the Telephony Extension drop down box, select the extension to be used
by this agent.
5. Enter the password for the user in the Password field. The default password for
logging in to the agent user interface is cc123456
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6. Click the Login button.
7. The IP Office Contact Center user Interface is displayed.
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Viewing the Default Call Flow

As part of the installation process, the configuration data is added to the Macro enabled
Excel spreadsheet, in preparation for the configuration file to be uploaded to the IP
Office Contact Center server.
The spreadsheet includes data fields relating for example to Topics, Agent Groups
and Agents. As illustrated in the example below:
This data forms the basis of the default calls flows that can be utilized after the
configuration has been uploaded to the IP Office Contact Center server and the default
task flow set activated. (As outlined in section Activating a Task Flow section of this
guide).
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The task flows that reflect the data added to the configuration spread sheet can be
viewed as follows:
1. From the IP Office Contact Center User Interface select Go to followed by Task
Flow Editor.
2. Click the Open folder icon
3. Select Import TF-Set and click the OK button.
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4. Do not enter a password. Click OK.
5. If the Task Flow Set has previously been activated, you will be presented with
the following dialog box. To open a copy of the Default Task Flow Set, click the
OK button.
6. The Generate new task flow set window is displayed, enter a name for the task
flow as required. A password can also be entered to limit access to this Task
Flow set.
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8. The Task Flow is displayed.
9. Click the plus symbol, and the task flows will be displayed that correspond to the
number of Topics added to the configuration spreadsheet.
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10. The default call flow is illustrated below:
Note: The individual elements within the default Call Flow may require additional
configuration before they can be utilised to meet the customers specific requirements.
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The Call Flow comprises of the following Elements:

1. Telephones calls element
By double clicking on the Telephone Calls element, the Topic to which this Element will
be applied can be selected. In its default state, the call flow can direct an incoming call
to Topic 1.
2. A Logic element.
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The Telephone calls element is linked to a Logic element. A logic element can be used
to apply a logical condition to a step within the call flow. For example, it can be used to
test a Logic against a configured block time period. This will determine whether an out
of office message is played to callers when the Logic condition is satisfied, as defined
by the 1 in the condition. The call flow would therefore continue through the Elements
Y exit point. If the Logic condition is not met the call flow is directed through the
elements N exit point where it is linked to an addition Logic element labelled as a
Holiday.
3. An Announcement script element.
An Announcement script element can be used in conjunction with previously recorded

announcements. The recorded announcement is then assigned to the announcement
script element that can be referenced in the call flow. Within the default call flow, the
announcement script is reached when the Block Time elements condition is met.
4. A Logic element
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This Logic element can be used to determine whether there is a holiday as defined by a
configured Time off period. If the Logic condition is satisfied, as defined by the Time
specific Holiday key word, the call flow is directed to the announcement script as
previously discussed. If the Logic condition is not satisfied, the call flow is directed to
the T1 Task Trap.
5. A Task Trap element
The Task Trap will ensure that any waiting call will remain in the call flow when the out
of office period commences, as defined by a configured Block Period. For example, if
the block period is defined so that the office closes at 5:30pm, any call that is routed
through the call flow at 5:29 will remain and queue in the call flow.
6. A Prioritised Distributor element
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This element allows the calls within the call flow to be distributed in a prioritized manner.
In the default call flow, the first priority is to direct the call to a defined Personal
Contact. The second priority will direct the call to the Last Agent who previously spoke
to this caller. The third priority will direct the call to a Logic element. This will determine
if the call should be directed to an agent group, on the condition that there is a free
agent available to which the call can be directed.
7. A Personal Contact element
This element links to a configured customer record within IP Office Contact Center.
8. A Last Agent element.

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This element determines whether the last agent the customer spoke to on a previous
call, is available to take the customers new call. From the Topics Telephony tab, the
Routing can be selected and a Hold Duration can be defined, that will determine the
period of time the system will attempt to contact the last agent, before moving to the
next point in the call flow.
9. A Logic element
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This Logic element determines whether any agents are available and free to take a call
and if so, the call is then directed by the Y exit to Agent Group 1. If the condition
defined in the key word is not satisfied, the caller is directed to a New Task Element.
10. An Agent Group element
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If the condition of the Logic element determines that there are free agents available to
take the call, the call flow routes the call to Agent Group 1. The agent group must be
assigned with the agents who will be presented with Contact Center calls.
11. A New Task element
If the logic element determines that no agents are free, the call flow is directed to a new
task element that has a defined Task Condition. When the condition is satisfied the call
flow is directed to a Queue Full element. If not, the call flow is directed to an
announcement script that contains a recorded wait announcement.
12. A Queue Full element
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The Queue full element is used in conjunction with a configured Queue factor set
against a defined agent group. This will determine how many callers can queue based
upon the number of agents in the group and the assigned Agent Groups queue factor.
For example, a queue factor of 2 with 2 agents logged in would determine that 4 calls
can queue (2x2). In the default call flow, queued calls as determined by the queue
factor limit, are directed to an announcement script and a recorded wait message is
played to the caller. Additional calls beyond the limitation as defined by the queue factor
are directed to a drop element.
13. A Drop element
In this example, any calls that are presented beyond the limitation of the agents groups
configured queue factor and associated Queue Full element will be dropped.
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14. An announcement Script element
The announcement script will contain a recorded message. In this example a Wait
message played to queuing callers.
Note: The above definitions and descriptions of the default call flow are for guidance
only. The call flow will require amendment to reflect the individual customers call
routing/call flow requirements.
15. The call flow will require amending to reflect the customers own requirements.
The call flow can then be tested by dialling the Topic number for example, for
Topic 1 dial 701.
For further details relating to the configuration of Task Flows, please refer to the IP
Office Contact Center Task Flow Editor - Telephony Task Based Guide.
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Deploying IP Office Contact Center Chrome User Interface

IP Office Contact Center Chrome User Interface is a Chrome packaged application
designed and developed for use with Chromebooks, Chromeboxes and Chromebases.
The IP Office Contact Center Chrome User Interface application can be downloaded
from Googles Chrome Web Store.
Note: A Supervisor using IP Office Contact Center User Interface can only have a
maximum total of 25 Agents in the combined groups that they are authorized for
WebRTC
The application itself can use its own integrated phone via Web RTC. Therefore
eliminating the requirement to have an associated, separate handset.
Up to 250 agents can use the IP Office Contact Center User Interface application
simultaneously (with or without WebRTC telephony).
For systems with less than 30 agents connected to an IP Office P500v2, WebRTC
support is available via the use of an Application Server. For Server Edition systems,
there is no need for additional servers for WebRTC support.
Note: To use the WebRTC on the IP Office Contact Center User Interface you need to
access the application with HTTPS (Port 28443) and not HTTP.
WebRTC Limitations
All WebRTC SIP extensions MUST be defined on the Primary Server when a Primary
Server is part of the topology (none on Secondary Server, IP500V2 Expansion or Linux
Expansion).
Server Edition Primary Server - LAN1 of the Server Edition Server should be used as
the interface for WebRTC calls or when using the IP Office Contact Center User
Interface application as the interface into the IP Office Server Edition solution.
Note: Avaya does support the IP500V2 with WebRTC enabled on an Application
Server. Avaya does not support Resiliency (Primary -> Secondary) automatically.
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If WebRTC is to be utilized, ensure that the WebRTC Gateway service is started

automatically on the IP Office Server/Application server.
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Group Mapping Requirement

A Topic should always have 1:1 mapping with an Agent Group. Multiple topics being
mapped to an Agent Group is not valid as it will cause the Real time monitoring of
Groups in Chrome app/Web app to show incorrect data.
For E-mail only and Chat only topic, it is required to enable Telephony channel for the
default Topic to Agent Group mapping to exist (since this mapping is under the
Telephony tab in Topic configuration). This mapping is required for Real time monitoring
of Groups to work in Chrome app/Web app.
Without this mapping, the real time counters for the E-mail or Chat Topic will NOT be
displayed against any Group in Real time monitoring in Chrome app/Web app.
Topic and agent group mapping must match the mapping in the task flow for the
telephony, email, and chat channels. For example, if you create a new topic with
telephony, chat, and email enabled, this topic must be mapped to a specific agent
group. You must also enable the appropriate channels (in this case, telephony, chat,
and email) in the agent group. The task flow of all channels for the topic must map to
this agent group only. In case the Topic is mapped to a different agent group in the task
flow, it will cause the real time monitoring statistics for the Topic to be displayed against
incorrect agent group in Chrome app/Web app.
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Note: The Agent group field must be populated with the assigned agent group. This
affects customers who upgrade their systems from 9.0 releases, where issues may
occur if the agent group field is left empty.
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Prerequisites
A valid Google/Gmail account.

An IP Office SIP Extension with an IP Office Power User License created in IP
Office Manager For use with the WebRTC integrated phone.
If the WebRTC integrated phone is not used, each agents will require an
telephone that the IP Office Contact Center User Interface application can be
associated to.
IP Office 9.1.6 (FP1) required.
Chromebook Requirements
Chrome Book with minimum of 4GB RAM Storage 16GB.

Minimum screen resolution: 1366 x 768 pixels.
Chrome OS version 37 and above.
Planning Checklist
# Task
Description
1 Ensure that the Chromebook to be

utilized have the required minimum
specification
3 Download the IP Office Contact Center

Chrome User Interface application
from the Web Store
Each agent who is to use

the IP Office Contact
Center Chrome User
Interface application
requires access to a
Chromebook
The account is required
so that the user can enter
the Google Web Store to
download the application
The IP Office Contact
Center Chrome User
Interface application
4 If the WebRTC integrated phone is to

be used, ensure that the associated IP
Office User accounts have the required
license assigned.
For use with WebRTC an

IP Office User requires a
Power User License
assigned.
5 Ensure that you have pre-installed a

root certificate in both The IP Office
Contact Center server and the
WebRTC server(If used)
You must apply cerifcate

s or web certificate
warnings will be displayed
when you attempt to login
to the Chrome application.
6 As part of the IP Office Contact Center

Chrome User Interface installation
make sure you have the following
details to hand

Server Hostname
WebRTC Gateway
Hostname
2 Create a Google/Gmail account for use

with the IP Office Contact Center
Chrome User Interface application
Notes
A valid
Google/Gmail
account is required
prior to application
download.
See the section

Creating the IP
Office Contact
Center Certification
creation via the
IPOSE Manager
The WebRTC
Gateway Hostname
is required if the
WebRTC integrated
phone is to be used.
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The IP Office Contact Center User Interface offers the following functionality:
Answer Call
Make Call
DTMF
Hold/Unhold
Hangup/Release
Conference
Mute
Transfer
Supervisor type features (Listen, Intrude, Coaching, Whisper) - some of which
are available via short codes.
Downloading and Installing the IP Office Contact Center Chrome User

Interface Application
1. From the Chromebooks desktop, click the Launcher Icon.
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2. Click Web Store.
3. Click in the Search the store field.
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4. Type IP Office Contact Center Chrome User Interface in the search field and
press enter.
5. Choose the IP Office Contact Center Chrome User Interface application.
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6. To download the application click the + Add to CHROME button.
7. Click the Add button to enable the use of the Chromebooks microphone
(WebRTC Clients only using HTTPS).
8. The application is downloaded and is displayed under the App button.
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9. Choose the LAUNCH APP button.
10. Read the license agreement and Choose I accept the terms in the license
agreement.
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11. Choose the Next button.
12. The applications Welcome page is displayed. Click the Application setting icon
to configure the application.
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13. Enter the required Application Settings as required, when complete click the
Save button.
A. IP Office Contact Center Server Hostname - Enter the host name of the IP
Office Contact Center Server.
B. IP Office Contact Center Server port number (Default 28443)
C. Integrated Phone (WebRTC) (Default on)
On will use a WebRTC phone
Off will use an existing IP Office Extension.
D. WebRTC Gateway Hostname - Enter the host name of the WebRTC
Server
E. Web RTC Gateway port number (Default 7070)
F. Logging Level
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14. Depending on the use of the WebRTC Integrated Phone, additional configuration
details may be required.
Integrated Phone On
Integrated Phone off
Note: Ensure that you have pre-installed a root certificate.

Note: If the Integrated Phone option is to be utilized, WebRTC must be configured and
the IP Office User must have a Power User licence.
The Phone password is the Users Password is defined in IP Office Manager.
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15. Enter the login details for the agent and click the Sign In button.
16. The Agent can now log in and the IP Office Contact Center Chrome User
Interface is displayed.
17. The IP Office Contact Center Chrome User Interface is now ready for use.
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WebRTC Gateway Configuration

The WebRTC Gateway requires configuration from within IP Office Web Manager.
1. Login to IP Office Web Manager using the following address
https://<IPOffice System>:7070/WebManagement/WebManagement.html
2. The default username and password of Web Manager is Administrator. Note:

The password requires changing during IP Office installation
3. From the Applications menu, select WebRTC Configuration.
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Note: If the WebRTC Configuration link is not visible, ensure that the WebRTC
Gateway service has started.
4. From the WebRTC Gateway System Settings interface, enter the following
parameters:
A. Network Interface - Available Network interfaces of the Application Server

B. Local IP Address - IP address corresponding to the selected Network
Interface
C. Gateway Listen Port - Used for local SIP listening
D. SIP Trunk Listening Port
E. Logging level is set to Info by default, and can be changed to Debug,
Warning
Note: If a message appears stating that the user does not have sufficient rights for
WebRTC Configuration, then the IP Office Security Settings must be changed.
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Note: There are no Security Setting changes required if the IP Office has been
upgraded from 9.0 to 9.1, if the upgraded system is at default security setting.
If the upgraded system is not at default security settings then the message will be
displayed.
Therefore Login to IP Office Manager and select File, Advanced followed by

Security Settings.
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Select Rights Groups, followed by Administrator Group.
Click the External tab.
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Select the WebRTC Gateway Adminstrator check box followed by the OK

button.
Then Save the changes.
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5. Click the SIP Server Settings link. The Configuration mode is set to Auto by
default and configuration details are auto prepopulated.
Note: The WebRTC client currently supports TCP Transport Type only.
6. Select the Media Gateway Settings link. Configure the following settings as
required:
A.
B.
C.
D.
E.
RTP Port range - Private Used towards IP Office

RTP Port range Public - Used towards client
Codecs Audio - Listed in the prioritized order
Currently VP8 codec is supported for video calls
DTMF payload - 101 - RFC2833 default payload type used by webRTC Gateway
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Option 1 Native Remote Worker

A. Configuration Mode = Auto - Public IP Address and port details are auto
populated from LAN settings in IP Office
Configuration Mode = Manual - Public IP Address and ports are of
Router/NAT/Firewall details respectively
Port forwarding needs to be configured in the Router/NAT/Firewall for these ports

Option 2 Using Public STUN server
1) Click the Media Settings Gateway link.
2) Public STUN server can be used for remote worker configuration and the details
can be entered in the Media Gateway Settings field as illustrated below.
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Option 3 Using Public STUN and Public TURN server

Public STUN/TURN server can also can be used for remote worker configuration and
the details can be entered in the Media Gateway Settings field as illustrated below.
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IP Office Contact Center User Interface Agent Picture Management

An avatar can be added for individual agents who will be using the IP Office Contact
Center User Interface.
Individual picture images must meet the following specification:
120 pixel x120 pixel Portable Network Graphics (PNG)
Maximum size per file 50KB
To add an Agent Picture:
1. Login to the IP Office Contact Center Windows client. Click Administration and
then select Configuration. Then choose the Agent tab.
2. Select the required Agent for which an picture will be assigned. Then click the
Edit button.
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3. Click the builder button.
4. Browse to the image to be used and click the Open button.
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5. The image is uploaded; click the OK Button to confirm.
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6. Repeat this process to add pictures for each agent as required.

7. The avatars will now be displayed in the IP Office Contact Center User Interface.
Configuring a Virtual Agent Group

Note: This is a mandatory configuration process on IP Office Contact Center User
Interface application to function correctly.
1. Login to the IP Office Contact Center administration interface. Select Configuration
followed by Agent group.
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2. Click the Create Virtual AG button.
3. Enter the name ChromeAppAG for the group then click OK.
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3. The new Virtual Agent Group is displayed.
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4. All the existing Agents Group must now be mapped to the Virtual Agent Group.
Select the require Agent Group (Non ChromeAppAG) that contains the agents to be
mapped and click the Edit button.
5. Click the Virtual AG builder button.
6. Select the Virtual group that was previously created, then click the OK button.
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7. The Virtual Agent Group is assigned. Click the OK button.
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Repeat the above steps to assign all other agents groups as required.
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Configuring a WebUI Agent for Customer Data

Here you can add Tags to appear in the Customer Details section on the user interface.
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Configuring a WebUI Agent Web Access to search on a presented call

The Agents who are to use the Web User Interface from their IP Office Contact Center
Chrome User Interface application, require web access to be configured on their IP
Office Contact Center account.
1. Click the UI Config button.
2. Open the Agent folder.
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3. Double left click the agent who will use the Web User Interface from their IP Office
Contact Center Chrome User Interface application.
4. Select the Web UI agent tab.
5. Deselect the Default check box.
6. Click the Add button.
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7. In the URL Address field, enter the required websites address to be displayed.
8. Select the option to determine where the website will be displayed. Click the OK
button (If navigation is required within the browser window, it is recommended to use
the option in new browser window).
9. The website will be displayed, change the URL to reference the Webpage.
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10. Enter any additional websites as required. Then click the OK button.
11. From the IP Office Contact Center Chrome Interface application, the new web tabs
will be displayed.
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Configuring WebUI Threshold

Threshold configuration is offered in the upper part of a new Web UI tab within the UIConfiguration dialog.
For the defined monitoring values the following values can be defined:
Min.
Max.
Warning
Alarm
Warning displayed under Service Level
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Alarm Level under Service Factor
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Configuring WebUI Variable

Variable configuration is offered in the lower part of a new Web UI tab within the UIConfig dialog.
Variables can be added and removed.

The Display name can be renamed.
If the Variable Tag type is Number also a Min and Max value can be assigned.
The order in the list is used to display the variables in Web UI.
Creating a Branding Logo

A branding logo can be added to the IP Office Contact Center User Interface.
1. From the IP Office Contact Center Configuration page, click the System Menu,
followed by General.
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2. Click the System Image builder button.
3. Browse to the require image. Select the image and click the Open button.
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4. The image is displayed. Click the OK button.
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Configuring Supervisor Access for IP Office Contact Center User

Interface
If a Supervisor wants to use the IP Office Contact Center User Interface. You need to
give the Supervisors profile, the correct privileges.
1. Click Administration and the select Configuration.
2. Choose the Supervisor profile that your supervisor is assigned to and then
select the Edit button.
3. Click the Privileges button.
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4. Click the Configuration tab.
5. Click the Configuration tick box.
6. Click the Realtime Information tab.
7. Click the Realtime information tick box and then select the OK button.
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ICI Connector
Overview
ICI (Integrated Communication Interface) is an interface specified by SAP that can
connect to a SAP System.
The ICI Connector utilizes a SOAP HTTP (Simple Object Access Protocol) server to
provide features of the Contact Center to SAP Applications.
The ICI Connector implements an interface defined by SAP. At the time of writing this is
SAP Integrated Communication Interface Version 3.07.
Agent Features
Login/Logoff
Sign In/Out of Agent Groups
Pause
Wrap Up/After Call Work
Telephony Features
Answer ringing call

Make Call
Drop Call
Consultation
Conference
DTMF generation
Hold
Retrieve
Transfer
Deflect / Call Forward (not in ringing state)
Implemented Features
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Feature
Availability
Notes
Base Telephony
yes
Accept a call, hold a call, toggle between a hold and a

connected call, consultation call, transfer a call to another
destination w/o consultation, conference, dial pad, end a call
Call Center
Telephony
yes
Log on / log off, set ready or not ready, automatic wrap up and
finish (display of wrap up status only for agent state)
Pause codes
no
Supporting pause state / ready / not ready, but no special

pause codes
Agent Free
Seating
yes
Automatic Number Identification (ANI) Identify call number of
incoming caller. Find customer record based on ANI
ANI Lookup / DNIS

Identification
yes
Screen Transfer
yes
Via Item attached Data to transfer a call and customer data

from one agent to another
Presence
Information
yes
Only for agents connected via ICI Connector and for

Queues/Topics
Order Code Input
yes
Contact Center order code
Auto Registration
of Extensions
no
Auto
Deregistration of
Extensions
yes
Dialed Number Identification Service (DNIS) to identify the call

number, which caller has dialed. Used e.g. to assign a call to a
campaign
Deregsitration can occur by:

a) Timeout in SAP (Inactivity of the WebGui)
b) Configurable timeout in Contact Center ICI Connector
Sending DTMF
tones
yes
Simple CTI
yes
Number correction
during dialing
yes
Number correction
for display
yes
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Feature
Availability
Notes
Item- / Call
Attached Data
Handling
optional
Additional service effort :

Select data from a Contact Center Calltag and attach it to a call
User-User-Info (UUI)
User-Entered-Code (UEC)
Universal Call Id (UCID)
Requirements
Supported SAP Versions
The ICI Connector supports SAP CRM 7.0 EHP3.
Supported Operating Systems
ICI Connector is supported with the following operating systems.
Microsoft Windows 2008 R2 SP2

Microsoft Windows 2012 R2 SP2
Supported Languages
English
German
For the IP Office Contact Center ICI Connector to function there are a number
configuration features that have to be considered. These include:
Assignment SAP User Agent
The assignment of a SAP User to an IP Office Contact Center telephony agent is
associated via their IP Office Contact Center Login Name.
The agents defined IP Office Contact Center Agent System Name and the Telephony
Name must be entered in capital letters.
System variables
Following IP Office Contact Center CallTags must be configured:
Name: SAPCALLHANDLE
Type: System
Data Type: String
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Name: SAPCALLTAG
Type: System
Data Type: String
The Call Tags are inherited during Transfer and Conference call sequences.
Consequently Tags for consultation calls will be ignored.
Following screen capture illustrates a configuration example for the Call Tags
SAPCALLHANDLE.
1. To define a Call tag, from the IP Office Contact Centers administrative interface,
select System followed by Tag list
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3. Configure the Tag as illustrated below:
4. Repeat this process to create the SAPCALLTAG
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Free Seating
The agent data has to be configured in Contact Center.
If no Free Seating is offered (SAP Work Center Type 0), then each Contact Center
Agent has to be assigned a System Call Tag with the information of the predefined
extension number.
The name of the Tag (for example SAPAgentDefaultDevice as default) can be
configured in the ICI Connector.
Assignment Topic default agent group
For each IP Office Contact Center Topic an agent group has to be configured. The
assignment between Topic and Agent Group is utilized by the ICI Connector.
Forced order code / FOC
The feature forced order code of the Contact Center System is not supported.
Dialer with assignment to topic
You have to configure a system variable.
Example: SAPAgentOutboundDialTopic(default value)
You have to configure the system variable also in the ICI Connector configuration.
With the system variable you can configure a topic for each agent individually.
IP Office
Calls directed to the SAP system from IP Office Contact Center, must be in canonical
format for Customer Recognition to take place.
IP Office must distribute external call numbers in a format that includes the country
code.
For example: +Country/RegionCode (AreaCode) SubscriberNumber
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Scope of services
The ICI Connector provides the Telephony interface for IP Office Contact Center
agents.
Note: there is a differentiation between the SAP terms Queue and Agent Group and
the IP Contact Center Contact Center terms Topic and Agent Group.
A SAP user can logon/off from a group in the SAP interface. This simulates a logon/-off
from queues, as Topics in the Contact Center have an agent group assigned by default.
IP Office Contact Center Topics numbers are configured in SAP and calls can be routed
via Queue Presence Information in the corresponding Topics.
Mapping Agent State and SAP Workmode
Following table shows the transformation of Contact Center agent states and the SAP
Workmode
Note: the SAP User Workmode is a build state similar to the Telephony, E-Mail and
Chat states of IP Office Contact Center.
Agent State
SAP User Workmode
NotReady
Logged on - not ready
Undefinded
Pause
Pause
Ready
Logged on ready
Busy
BusyACD
PostWorking
PostWorking
Extended Logged on - not ready
ForcedOrderCode
Other states
Logged off
SAP Workmode
SAP User Workmode
Agent State
Pause
Logged on ready
Ready
Logged off
Sign off from agent group
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Use of Item Attached Data / TaskTags by external connected components

In the IP Office Contact Center any data can be transported by the task via the TaskTag
mechanism.
Project-specific recorded data from an IVR can be delivered by this mechanism to the
SAP System. The data is transferred in the attachedData with the
IciEvent_phoneCallChanged messages under the token
<Application id="Avaya_Contact_Center> .
The data has to be utilized in the SAP System by a special implementation.
SAP Workcenter Types
In the Contact Center System you configure the assignment workstation to the
telephone.
The ICI Connector supports following SAP Workcenter Types.
Number
Status
Explanation
No free seating
User-based workcenter
identification
Fully qualified domain name
Example:
raptor.pal.sap.corp
Hostname
Example: raptor
IP address
Example: 12.14.48.23
MakeCall via Topic

Outgoing calls initiated by the agent can be marked by an agent-specific topic-ID for
statistical reporting purposes in the Contact Center.
The caller number can be delivered to the called subscriber with an agent-independent
call number.
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Installation
The following components must be installed on the server:
Avaya License Client

ICI Connector
Installation of the Avaya License Client

To install the Avaya license client:
1.
2.
3.
4.
Start the License Client

Click on Install. The dialog License Client opens.
Click on Next. The dialog WebLM Parameter opens.
Enter the following data:
Field
Explanation
License Server
Enter the host name or the TCP/IP address of the license

server on which the license is to be installed
Port
Enter the port number of the Tomcat Web-Servers which the

license server (WebLM) uses. Normally you can use the
default port 8080
5. Optional:
Additional Master License Server (only for two server mode)
Field
Explanation
Master License Server
Optionally a master license server (WebLM)

can be configured. Enter the host name or the
TCP/IP address of the master license server
Port
Enter the port number of the Tomcat WebServers which the master license server
(WebLM) uses.
Normally you can use the default port 8080
5. Click on Next. The Ready to Install the Program dialog box appears.
6. Click Install. The installation takes approximately 5 seconds.
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Installation of the ICI Connector on the IP Office Contact

Center Server
Installing the IP Office contact Center ICI Connector
1. Open the IP Office contact Center software folder and click the CRM folder.
2. Click the Contact Center ICI Connector.
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4. Read and accept the License agreement and then click the Next button.
5. Click the Complete option and then select the Next button.
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6. Type in the Name of the ICI Connector field ICIConnector and then select the Next
button.
7. Type in the required fields and then click the Next button.
A. ICI Connector port (Default 1077).
B. Enter the PBX Taskserver name.
C. Enter the host name where the ICI Connector has been installed.
D. CORBA connection port (Default 2809).
E. Enter the host name or the TCP/IP address of the server where the Trace
system is running.
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Adding the ICI Connector to the IPOCC Watchdog to Auto Start the connector
The new ICI Connector must be added to the IP Office Watchdog to ensure that the ICI
Connector starts whenever the IP Office Contact Center is rebooted.
Note: The user which starts the ICI Connector must have administrator rights (writing
registry access)
1. Click the Windows icon.
2. Click the Watchdog Config button.
3. Click the Yes button.
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4. Click the Open button.
5. Browse to C:\Users\Administrator\Doucments\Avaya\IP Office Contact

Center\WDConfig and then click the WATCHDOG.xml file and select the Open button.
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6. Click the Scenarios button.
7. From the Runlevel panel click the Add button.
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8. Change the As level to 12 using the pull down and type in the Name field ICI
Connector. Then click the OK button.
9. Scroll down until you can see L12.
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10. Click L12 Name=ICI Connector and then click the Run- Add button.
11. Fill out the fields and then click the OK button.
A. Type ICI Connector
B. Type ICIConnector.exe
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C. Enter the location directory of the ICIconnector.exe (for example C:\Program Files
(x86)\Avaya\IP Office Contact Center\ICI Connector
D. Enter the ICI Connector name.
This is the name of the ICI Connector as defined during the Setup process
E. Type the location directory of the ICIconnector.exe (for example C:\Program Files
(x86)\Avaya\IP Office Contact Center\ICI Connector
F. Change the Delay until next start to 5
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12. Click the Save button to update the file.
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14. The IP Office Contact Center Watchdog must now be restarted (Note: This will stop all
contact Center Services). With the Right Mouse button click the Windows icon and
select Run.
Windows
2012 server
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15. Type services.msc and then click the OK button.
16. Scroll down until you can see the IPOCC Watchdog Service. Click the IPOCC
Watchdog and then select the Restart button.
17. Click the Windows Icon.
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Windows
2012 server
18. Click TTdisplay.
Windows
2012 server
19. You should now see at Step 12 the ICI connector starting.
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Configuration of the ICI Connectors

1. Click the Windows icon.
Windows
2012 server
2. Click the ICI Config Tool.
Windows
2012 server
3. Enter the user service and the service password and then click the Login button.
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4. Click GetData.
5. Click the +http:// field.
6. Use the + to expand the tree.
7. Double click to edit a field.
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8. Edit the settings required and then click the SetData button to save the settings. The
table below details the required paramaters.
Field
Explanation
NameServiceHost
Enter the name of the system where the name

service runs
Normally this is the Contact Center Server
NameServicePort
Enter the port of the CORBA connection to the

name service
Input to NameServiceHost and Port is
stringently required
Default: 2809
StringCatalog
Enter the directory and file name of the

language files
If only the file name is entered(default:
ICIConnector.lng), the file is searched in the
working directory of the ICIConnector
If a file is not found or has a wrong version, the
ICI Connector starts with an error message
displayed in TTrace
ICIPort
Enter the TCP port, where the ICI Connector

waits for SOAP requests from the SAP
system. Default 1077
PABXTSName
Enter the name of the Taskserver in the

Contact Center System
SubstSeperator
see below
InboundSubstRules
Enter the rules Default 00;49
OutboundSubstRules
For every rule a set of replacing characters is

required
Example: SubstSeperator = ;
00;0; means leading 00 is replaced by 0
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Field
Explanation
49;0; means leading 49 is replaced by 0
00;; means leading 00 is replaced by (empty
string)
You can have several rules. The rules are
referenced one after another beginning on the
left of the call number up to the first match
Note: The greater the number of rules created,
the longer the notification period for telephony
data
TelNumberHead
Own call number

For example 2392 for Avaya Hamburg
TelAreaPrefix
Prefix for national call number

For example 0 in Germany
TelAreaCode
local area code

For Example 40 for Hamburg
TelCountryPrefix
Prefix for international call number

For example 00 in Germany
TelCountryCode
TelInternalDeviceLength
International country code of the own location

For example 49 for Germany
Number of digits for the internal extension. If
the length of the phone number to be dialed
exceeds the TelInternalDeviceLength, the
phone number will be transformed using
OutboundSubstRules Default 4
TelOutsideLineAccess
Enter the external access code for outgoing

calls
TelInternalNumberExtensionEnabled
If the value is 1 the internal call numbers are

comprised of the TelCountryCode and
TelNumberAreaCode and TelNumberHead in
a long number format. Then customer
recognition is easier in SAP System. Default 0
TelInternationalCallMinLength
The minimal length of international call

numbers to be prepared for outgoing calls.
Default 12
ThreadPoolSize
The number of SOAPServerthreads, which

wait for requests of the SAP System which are
then processed. Default 35
WorkCenterType
FreeSeating setting. Default 0
EventThreadPoolSize
The number of SOAPClient-Threads, that send
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Field
Explanation
events (CallState Agentstate-changes) from
Contact Center as requests to the SAPSystem
by SOAP
WrapupDurationMinutes
The value used to manually extend the postprocessing time when extended by the SAP
agent
A Value == 0 will be set to 5 from ICI
Connector. Default 600
AgentDefaultDeviceKeyName
The name of the system variable for the

individual assignment
Agent to number of the telephony device
(WorkcenterType 0)
Default: SAPAgentDefaultDevice
AgentOutboundDialTopicKeyName
The name of the system variable for the

individual assignment
Agent to outbound topic
Default: SAPAgentOutboundDialTopic
AgentOutboundDialDefaultTopicName
The name of the default topic, if no outbound

topic is configured for the agent individually.
If the setting is empty or it does not exist in the
Contact Center configuration, a Makecall is
completed without a Topic assignment.
Default Th_ICI
RegisterDelaymSecs
Length in msec, to wait for signalling of an

already registered agent when subscribing of a
monitor for a device.
This value is the base for further timing
processes in ICI Connector.
E.g. after a an EndCall command maximum 5*
Register-Delay msecs.
will be waited for an acknowledge from the
PBX.
A value < 2000 will be set to 2000 by the ICI
SubscriptionTimeOutMinutes
This is a SAP timer

SAP User Subscriptions defines the Timeout
period after which subscriptions are
terminated. Once terminated, SAP GUI Web
Sessions no longer burden the system
A value == 0 will be set to 480 by the ICI
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Field
Explanation
ItemIdTimeOutSecs
The time frame after which Ids expire which

are generated by SAP request IciItem_create
and are reported as invalid to SAP.
A value < 5 will be set to 5 by the ICI
TraceHost
The name of the server on which the TTrace

Server runs.
TracePort
Is the port for the connection to the TTrace

Server.
Default: 10300
9. To check your Setting you can use the CheckTelNumberSubst button.

10. When you have finished, click the SetData button and the select the Close button.
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Language-dependent Text block

For messages and status displays in the SAP GUI the ICI Connector uses text blocks.
During the process of logging into the SAP System the user determines which language
is used for the text blocks.
The Text blocks are contained within the file ICIConnector.lng which are loaded by the
ICI Connector.
The following languages are supported:
DE (German)
EN (English)
Settings for Telephony devices

The devices used should be configured in Contact Center.
Call number normalization

Incoming numbers
Call numbers transferred to SAP have to be in the canonical format. For example, for a
German location the following data has to be configured.
TelInternalDevLength (length of internal extension)
e.g. 5 (four-digit extension, five-digit topic number)
TelNumberHead (line number)
e.g. 2392 Avaya (Hamburg)
TelAreaCode (prefix)
e.g. 40 Hamburg
TelCountryCode (country code)
e.g. 49 Deutschland
InboundSubstRules
e.g. 0049;49;000;;049;49;
For an internal extension of an agent for example 4711 494023924711 is transferred to
SAP (see configuration of TelInternalNumberExtensionEnabled).
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External Call Numbers

External call numbers have to be transferred in canonical format by IPO.
For example 069 7505 4711 (call number Avaya Frankfurt) has to be 49 69 7505 4711
from IPO.
External call numbers can be adapted by configuring InboundSubstRules.
When the call number presented from the IP Office is 00049403924711 by using 00;;0;;
it can be converted in 49403924711.
Dialing from SAP

To dial correctly from SAP (Dial, Consult) following data have to be configured.
TelInternationalCallMinLength (minimal length of international call numbers)
For example 11
TelInternalDevLength
For example 5
TelCountryPrefix (international prefix)
For example 00
TelAreaPrefix (national prefix)
For example 0
TelOutSideLineAcces (external access code)
For example 0
OutboundSubstRules
For example 49;00;1;0001;2;0002;3;0003;4;0004;5;0005;6;0006;7;0007;8;0008;9;0009;
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The general process of call number normalization:

For the call numbers to dial the outbound subst rules and the TelInternalDeviceLength
are used.
a) Internal number
SAP GUI DialPad input +12345
Check on internal call number (length <= TelInternalDeviceLength=5)
Yes, no further action
=> 12345 is dialed
b) Local area (without area code)

SAP GUI DialPad input +012345
No
OutboundSubstRules
No match, number is unchanged
-> 012345 is dialed
c) National call number

DialPad input +005715049208
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Check on internal call number (length <= TelInternalDeviceLength =5)

No
OutboundSubstRules
-> 005715049208 is dialed
2) national call number (to own local area)

DialPad input +004012345678
No
OutboundSubstRules
-> 004012345678 is dialed
d) International call number
DialPad input 000 41 44 878 14 14 (Switzerland)
No
OutboundSubstRules
-> 000 41 44 878 14 14 is dialed
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This means as rules for user in DialPad of SAP GUI:

Internal call number: without external access code
Local area number: with external access code e.g. prefix 0
National call number: (also to local area with prefix of local area) with external access
code + 0 so with leading 00
International call number: with leadingr 000
Call numbers directly from SAP database are always in format + 41 44 878 14 14
(Avaya CH)
For this call numbers by OutboundSubstRules always 000 is the prefix (4=> 0004)
A German call number +49402392 4711 is dialed as 0040 2392 4711 (49=>00).
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Configuration Check
In the configuration tool ConfigUI.exe you can check the configuration for call number
normalization by CheckTelnumberSubst.
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IP Office Contact Center Settings

It is necessary to create a Tag on each user that identifies each User to the SAP
connector. Therefore each Agent will only be able to use the defined Extension number.
Note: Each required user should be limited to their dedicated Extension number in IP
Office Contact Center.
1. Click System and then select Tag list.
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3. In the Name field type SAPAgentDefaultDevice and then click the OK button.
4. The New tag is displayed, click the OK button.
5. The Tag must now be assigned to each Agent. Click an Agent and then select the Edit
button.
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6. Click the Variables button.
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8. Click the builder button.
9. Scroll down until you can see the tag SAPAgentDefaultDevice.
10. Click the Tag SAPAgentDefaultDevice and then select the OK button.
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11. In the Value field, type the Extension number of the User and then select the OK button.
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14. Repeat this process for all other SAP users.
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SAP Settings
The following settings must be defined in the SAP System.
Configure SAP
Transaction sm59
Create a connection with the type HTTP Connection to External Serv.

1. From the Technical Settings tab, enter the data for the connection to the ICI
Connector.
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2. In the TargetHost field, enter the name or the IP address of the system where the ICI
Connector runs.
3. In the ServiceNo field, enter the ICI Port (see configuration ICI Connector)
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5. From the Logon Security tab, enter the security settings.
6. Check No Logon.
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7. Check SSL Inactive.
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8. From the Special options tab enter the HTTP protocol version.
9. To display a correct QueuePresence in the SAP GUI with the transaction

CRMM_IC_MCM_CCADM, the topics used in the Contact Center along with their name
and call number have to be configured.
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Test the connection

The connection between SAP System and ICI Connector can be tested by clicking the
Connection Test button.
To test the connection, the SAP System sends a SOAP request to the ICI Connector.
The ICI Connector receives the request and sends a response.
When the connection is verified, the following message is displayed.
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No connection
If no connection is established the following message is displayed in the status line.
Error Analysis
TTraceConsole
When using TTraceConsole the ICI Connector name is displayed under which the
configuration data is saved (In this example, ICI_PABX_HH1)
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TTrace prompts and their meaning:

TC_ICIConnector_Gen
Trace GeneralInfos - general Information
TC_ICIConnector_Obj
Trace Objects - logs the creation and deletion of data structures
TC_ICIConnector_Fct
Trace Functioncalls, logs protokolliert function calls and their parameters
TC_ICIConnector_Tsk
Trace TaskList provides additional information on Contact Center Task Objects
TC_ICIConnector_Msg
Trace Soap Messages - logs the replaced XML coded SOAP messages
TC_ICIConnector_Evt,
Trace Events - logs the events from TaskServer (Agent-,CallStates)
TC_ICIConnector_Con
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Trace Re/Connect - provides information regarding connections/reconnections to the

Contact Center
TC_ICIConnector_Tag
Trace TaskTags - provides detailed information on Call Tags transferred with the
Contact Center
TC_ICIConnector_NumAna
Trace PhoneNumberAnalyzer provides information on call number replacement/
normalization
TC_ICIConnector_DB
Trace DatabaseInterface provides log access to the DBServer and reported changes to
configuration data
TC_ICIConnector_Mon
Trace MonitorInfos - logs events from StatMonServer
Additional commands
PrintTaskByCCId,"CCId of a task, '*' or empty parameter = list of available datasets")
-
Provides detailed information on known tasks
PrintTaskByCallHandle, "ICICallHandle of a task, '*' or empty parameter = list of

available datasets")
-
Provides detailed information on known tasks
KillTaskByCallHandle,"enter ICICallHandle of a task to remove it from the system")

-
Kills the task identified by the CallHandle
KillTaskByCCId, "enter CCId of a task to remove it from the system")

-
Kills the task identified by the CCId
PrintMonitoredPep,"enter Devicenumber of PEP ,'*' or empty parameter = list of all

monitores Peps")
-
Provides detailed information regarding monitored extensions
PrintContainer,"enter ICIContainerId, i.e. DeviceNumber with leading '+' ,'*' or empty

parameter = list of all Container")
-
Provides detailed information regarding the Container subscribed by SAP
PrintUser,"enter ICIUserId, i.e. LoginName ,'*' or empty parameter = list of all User")
-
Provides detailed information regarding subscribed user (Contact Center

agents) by SAP
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PrintConfig,"Print ConfigData"
-
Provides detailed information regarding the configuration of the ICI Connector

and the data in the Contact Center configuration database
Connection to the Contact Center

By using TTraceConsole the status of the ICI Connector can be established.
If the connection to the Contact Center (TaskServer, DBServer, StatMonServer ) is
broken or not established, the log is generated as follows.
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Connection to SAP System

The connection between SAP and ICI Connector can be checked within the SAP
system by utilizing transaction sm59.
Trace in SAP System (SOAP Messages)
Enable TraceFunktion for the user with transaction su01 and the parameter
CRM_ICI_TRACELEVEL
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With the transaction crm_ici_trace the SOAP dialog between SAP and the ICI
Connector can be displayed for user, where SAPTrace is enabled.
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TestTool TestUITabs
By using the TestUITabs.exe the connection and interaction of the ICI Connectors with
the Contact Center can be tested. The Test Tool uses the same SOAP dialogs as the
SAP System.
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Note: When several instances of the Test Tool software are used, the
LocalSoapListenPort has to be unique for each instance.
The FreeSeating feature can be tested from the SubContainer tab.

By clicking the GetAttributes button within the SubUser tab, the attributes from the
Contact Center configuration are requested and displayed for the user. In this example
user KOHNKE1 who was previously defined from within the User field of the Settings
tab.
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The results are displayed as illustrated below.
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By selecting the check boxes as illustrated above, entering the devices number and
clicking the Subscribe button, the agent can be logged into the Contact Center. In this
example, the device address +1122 has been entered under the Telefony field.
Note: Each Telefony call numbers requires a leading +
From the Phone tab, Telephony functions can be tested.
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By clicking the Subscribe button, the device defined in the ContainerId field in this
example +1122 is monitored. By clicking the Dial button, the number entered as the
target for example +1123, is dialed.
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The results are displayed:
1123 is an internal call number and due to the substitution rules of the used test system,
1123 has been converted to 49 40 2392 1123.
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Use of License
As defined within WebLM.
https:/<WeblmServerName>:8443/WebLM/weblmviewstandardlic.jsp?product=CIE&id=
weblm.pagesidebar.main.menu.licensedproducts|{standard.product.name}
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Salesforce
Introduction
The IP Office Contact Center Salesforce Application (ISA) integrates the Salesforce
CRM Application with IP Office Contact Center. By using ISA, contact center agents can
use the Salesforce CRM application as their primary user interface. Therefore an agent
can handle voice calls, even if there is no IP Office Contact Center User interface
installed on the agents desktop.
ISA will be installed and configured on Salesforce, while CRM Connector is installed
and configured on the IP Office Contact Center Server. The agent will access the
Salesforce CRM application via their web browser. ISA can be deployed as a Console
App, or as a standard App.
Note: Some features such as screen popping, are not supported in standard mode.
Additionally, the standard mode app has limitations, therefore ISA should be deployed
in Console mode only.
Term
CRM
IPOCC
CTI
ISA
WSC
Description
Customer Relationship Management
Computer-Telephony Integration
IP Office Contact Center Salesforce Application
Web Services Collection
Planning Checklist
# Task
1 Ensure that a
Salesforce login
account is created to
access Salesforce.
2 Ensure that the IP

Office Contact
Center is running
version 9.1 FP
server (with working
Web Service
Collection and CRM
Connector (CRM
Connector setup is
show below).
3 Web Service
Collection and CRM
Connector in service
Description
This is required to
allow the IP Office
Contact Center
agent to login to
the Salesforce
platform.
IP Office Contact
Center version
9.1.6 FP is
required
Notes
Supported editions of Salesforce
are Enterprise Edition, Unlimited
Edition, Performance Edition
and Developer Edition. Service
cloud capability must be
available to agents.
If the customer has an existing
9.0.X system or 9.1.0 system,
the server will require upgrading
to IP Office Contact Center 9.1.6
FP. Please refer to the IP Office
9.1.6 FP Maintenance Task
Based Guide.
The details relating to these

services are included within this
guide.
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How to check your Salesforce Service Cloud license

Check under Administer - Company Profile Company information. Then under the
Feature License section check that there is a Service Cloud User field. This will
show how many service cloud licenses are available and how many are currently
consumed.
Whether Agents/User have been granted that capability can be checked under
Administer Users. Choose any user and check the Service Cloud User check box.
Supported Browsers
Firefox 32+
Chrome 39+
Supported Features
The following agent functionality is provided in ISA:
Login
Logout
Changing Agent State to Available/Not Available.
Sign-In/Sign-Out to Agent Groups
Answer Call
Release(Drop)
Hold/UnHold
Make Outbound Call
Consult
Transfer
Conference
Job Codes
Wrap-Up
The following Salesforce functionality is provided in ISA:
Call Log
Screen Pop
Click To Dial
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CRM Connector Deployment on IP Office Contact Center

Server
The following section describes the three main steps required to deploy the CRM
Connector:
Install the CRM Salesforce application onto the IP Office Contact Center Server
Configure the CRM Connector properties file
Restart the IP Office Contact Center Watchdog
Install the CRM Salesforce application onto the IP Office Contact Center
Server
1. Prior to Salesforce CRM being installed, the IP Office Contact Center Watchdog
must be stopped. Click the Windows icon and select Run.
Windows
2012 server
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3. Scroll down until the IP Office Contact Center Watchdog service is displayed.
Click the service and then select the Stop link.
4. Open the Install folder followed by the CRM folder.
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5. Click the CRMConnector x64
7. Read the End-User License Agreement and click I accept the terms in the
license agreement and then select the Next button.
8. Click Complete and then select the Next button.
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Configure the CRMConnector properties file

1. Browse to the location of the CRMConnector.properties file. The path is
dependent on where the TomcatWWW is installed
C:\Program Files (x86)\Avaya\IP Office Contact Center\Tomcat WWW
webapps\CRMConnector\WEB-INF\classes.
Or
C:\Program Files \Avaya\IP Office contact
Center\TomcatWWW\webapps\CRMConnector\WEB-INF\classes.
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1. Using the right mouse button, click to Open with on the file.
2. Click the option to open the file with Notepad.
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3. Edit the HTTPSESSIONTIMEOUT field to match. This value should be in sync

with Salesforce session timeout (in case CRMConnector is accessed from
Salesforce) and 3600 as a minimum. The Default figure is 3600.
Note: The Salesforce session time out value can be obtained by logging into
Salesforce, and navigating to Setup>Security Controls>Session Settings>Timeout
value
The Salesforce session timeout value is specified in hours. The default Salesforce
Session timeout value is 2 hours.
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5. Click Yes to save the updated file.
6. For the new Salesforce CRM connector to start, the IP Office Contact Center
Watchdog must be started. Click the Windows icon and select Run.
Windows
2012 server
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8. Scroll down until you can see the IP Office Contact Center Watchdog service.
Click the service and then click the Start button.
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Installing ISA
1. Ensure you are logged into Salesforce. The ISA package link is provided in the
release notes shipped with the IP Office Contact Center software.
2. Once you access the package URL, click the Continue button.
3. Approve Package API Access. Then click Next.

4. Click Security Level. Select Grant access to all users. All internal custom
profiles receive full access or select the option according to your organizations
security policy.
5. To install the Package, click Install. The package is installed and the following
screen is displayed.
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Configuring ISA
The following steps are required for the configuration of ISA:.
1.
2.
3.
4.
Configure a Console app.

Call Center configuration and Agent assignment.
Directory Numbers.
Configure Softphone layouts for screen popping (Optional).
Custom Console Component

Salesforce Console Features
Salesforce Console provides a dashboard interface that includes a navigation

tab.
The ISA window can be minimized and resized as required.
Uisng the Phone icon, the application can be minimized or restored.
Step by Step instructions relating to enabling the service console are available
from the following link:
https://help.salesforce.com/apex/HTViewHelpDoc?id=console2_define_app.htm
&language=en
Adding a Custom logo to the Salesforce Console

1. If you wish to add a custom company logo to your new Salesforce application,
the document (image file) must first be added to Salesforce. If the image file is
already present, please continue from step 9.
Note: The supported image size and format is (gif or jpeg 20KB 275x35 pixels
maximum).
2. Once logged into salesforce with your System Administrator account, click the +
button to display All Tabs.
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3. Click the Documents tab.
4. Click the New button.
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5. Parameters relating to the New Document must be defined. Therefore:

A. Enter a document name.
B. Enter a unique document Name.
C. Click the Externally Available Image check box.
D. Enter a description for the logo
6. Then click the Browse button.
7. Browse to the logo files location, select the file and then click the Open button.
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8. Click the Save button. The document (image file) has been uploaded.
Creating the Console App.

1. Click the Setup button.
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2. Under Setup, navigate to Build -> Create -> Apps, as illustrated below.
3. When Apps is selected, the following screen is displayed. Click the New button.
4. Select Console then click Next.
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5. Enter an App Label and App Name for the Console App as per the conventions
of your organization.
6. To provide a logo for the app, click Insert an Image. This is not mandatory. If a
logo is not required at this time, go to step 16.
7. Select the uploaded document for your logo. If the logo document is not
displayed, please recheck the format of your document.
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8. The logo is displayed. Click the Next button.
9. Select the Navigation Tab items to be displayed in console mode, then click the
Next button.
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10. Click the required radio buttons to determine how records will be displayed and
then click the Next button.
11. Select the Profiles to be used with the new application and then click the Save
button.
Next assign to profiles.
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12. The App configuration data will be saved. The app can be selected from the
Salesforce menu, which is available from the top right of the interface.
13. Once the console app (ISA Console in this case) is selected, your screen layout
will change. Further changes to the layout will occur, if additional configuration is
completed. Observe the area at the bottom right hand side. You will notice a
Phone icon, with the text Phone.
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14. Click on Phone, the softphone will pop. If IP Office Contact Center is
configured, the login screen is displayed as, illustrated below.
Configuring Contact Centre

Once ISA is installed, you will need to provide the IP address and port details of the IP
Office Contact Center Server.
1. Click on Salesforce. Open Setup followed by Build, Customize, Call Center,
Call Centers
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2. A getting started screen maybe displayed. If so, click the Continue button.
3. The installed Call Center Application will be displayed. Click on Edit.
4. Edit the Field below, and the click the Save button.
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5. Enter the IP Address of the IP Office Contact Center Server. Edit the port
number, as provided in CRM Connector. The default value is 28443.
A. IP Address to that of your IP Office Contact Center Server.

B. The port number, as provided in CRM Connector. Default value is 28443.
C. Refresh Timeout (seconds) is the time in seconds, which defines for how long
during a page refresh, the connection with the server will be maintained. If the
page refresh takes longer than this timeout, the Agent will be logged out. By
Default the value is 60 seconds.
D. On Call Keepalive (seconds) defines the interval time in seconds, after which
ISA will send a periodic keepalive message to IP Office Contact Center Server.
This is intended to keep the Agent session alive. By Default the value is 30
seconds.
Note: Care should be taking when changing these default timeout values.
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E. Use Directory for Contact Details. When enabled for internal calls, ISA will
display contact information, by searching the Contact Center Directory. Directory
Numbers are required for this function to be utilized.
F. Access code for external OutCC. This code is used for outbound dialing.
6. Each agent who requires access to the ISA must be defined. From the
Administer interface, click Manage Users followed by Users.
7. Click the Edit button adjacent to the required user.
8. To make the application available to that user, in the user configuration interface,
edit the Call Center field and select the Call Center look up button.
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9. Click the new Call Center Adapter link.
10. The Adaptor is now added, click the Save button.
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Configuring the Softphone Layout

The Softphone Layout determines how the screen pop utility functions.
Additional information is available from the following link:
https://help.salesforce.com/htviewhelpdoc?id=cti_admin_phonelayoutscreate.htm&siteL
ang=en_US
1. Navigate to Setup, Build, Customize, Call Center, Softphone Layouts.
Note: Layouts are not configured by default.
2. Click the New button.
3. Select the Is Default Layout checkbox. From the Select Call Type drop down
box, select Inbound.
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4. Click the options to be displayed for a call from Caller ID, Dialed Number.
5. Go to Add/Remove object to display which Salesforce database objects will be

displayed on a successful screen pop, along with the fields contained within the
object to be displayed.
6. An Account look up only displays one account. If multiple matches are found,
only the Account name is displayed. Account look up search parameters can be
added from the Available field to the Selections field.
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7. A Contact look up only displays one contact. If multiple matches are found only
the contact Name is displayed. Contact look up search parameters can be added
from the Available field to the Selections field.
8. A Lead look up only displays one Lead. If multiple matches are found only the
contact lead Name is displayed. Lead look up search parameters can be added
from the Available field to the Selections field.
Screen Pop Settings

The Screen Pop Settings provide further definition of how screen screen pops are
displayed.
Screen pops open within: Existing browser window
Determines where the screen pop will occur. It can pop within the existing
browser window, or it can pop into a new browser tab. (If the browser being used
does not support tabs, it can pop into a new browser window).
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No match records: Dont pop any screen
Determines what action will commence if no matches are found. The options are
to have no pop at all, or to pop to a new Salesforce object (e.g. a new Contact)
Single matching record: Pop detail page
Determines the action to perform with a unique match. The supported options
are:
o Dont pop any screen
o Pop detail page
Multiple matching records: Dont pop any screen
Determines the action to perform when multiple matches occur. The supported
options are:
o Dont pop any screen
o Pop to search page
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1. Once the required settings have been defined, click the Save button. ISA is now
available to those agents.
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Logging into ISA

Accepting the IP Office Contact Center Certificate prior to Logging into ISA
Before an agent can login to the IP Office Contact Center Salesforce App (ISA), the
certificate of the IP Office Contact Center Server must be accepted.
1. In your browser, enter the following URL:
https://<IP Office Contact Center Server IP Address>:28443/CRMConnector/
2. Ensure the port number is the same as stated in the CRMConnector
Deployment section.
3. Accept the certificate. If the certificate is not accepted, login to ISA will fail.
Note: When using the Chrome browser to access the URL, the following screen is
displayed.
Click Advanced. The following screen is displayed.
Click on Proceed to The certificate will be accepted.
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Note: If the internet connection is via a proxy, an exception needs to be added in the
browser for IP Office Contact Center Server. Unexpected Connection failures can
occur over a proxy connection.
Login to Salesforce using the Salesforce URL.
Login to ISA
Once the agent has logged into Salesforce, the IP Office Contact Center Salesforce
App(ISA) will be loaded in the bottom right side of the browser, as illustrated below.
NOTE: Salesforce provides a variety of default dummy data. Therefore a number of
default records may initially be displayed, in addition to your own records.
The agent must click on the Phone button to pop ISA.
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1. The ISA login screen is displayed. Enter:

a. The agents IP Office Contact Centers Username
i. Maximum length 30 characters
b. The agents IP Office Contact Center Password
c. The agents Extension.
2. Upon successful login, the Telephony controls will be displayed as illustrated

below.
Note: Unsupported UI controls will not be displayed
Note: Click-to-dial is enabled on Salesforce.com once an Agent successfully logs into

the Application. Click-2-dial will be disabled on Agent log off.
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Note: If an agent provides invalid credentials, an error message will be displayed

stating Invalid agent credentials.
To login into the CRM App User Interface, the user has to either click on the
Login button or tab to the Login button and press the Enter key or Space Bar to
activate the login process. Pressing the Enter key on any of the fields
(Username, Password, Extension) is not supported, as each field requires
validation.
Note: If a user is logged into ISA and the network connection with IP Office
Contact Center server is broken and the user then performs an operation in the
User Interface (for example, dials a number), the user is automatically logged out
of the User Interface. After a period of time and the following message is
displayed Connection to IPOCC Server was closed or lost unexpectedly.
Users will not be allowed to logout or change agent state from "Available" to
"Breaktime", when a call is in progress.
If a user is logged into ISA and is logged off from the Telephony via Supervisor
console or Agent console of the IP Office Contact Center thick User Interface,
the user is automatically logged off from ISA. The following message is displayed
Agent was logged off via Supervisor console or via external endpoint.
The opposite of the above scenario is also true, i.e. if a user is logged off from
the ISA App User Interface, then the user is also logged off from the Telephony
in the CC UI.
ISA UI Controls
The telephony UI buttons of ISA are shown below. The alignment of these buttons may
differ, if the app window is resized.
A. Agent Name
B. Agent Extension
C. Answer
D. Call Release / Drop
E. Hold / Unhold
F. Dial pad button
G. Consult
H. Transfer
I. Conference
J. Wrap Up
K. Job Code
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Note: The Agent State is visible on the top right, as a select option widget. The green
icon indicates that the agent is available. The red icon indicates that the agent is on
breaktime. The state of the agent can also be updated by the Supervisor or the Agent
themselves from the IP Office Contact Center User Interface. The changes are reflected
in ISA.
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Agent Group Sign-On/Off

Click on Groups, to display a list of groups as illustrated below. The Agent can check, or
uncheck the groups to which they are to be signed-in/off.
Receiving Calls
After successful login, Agents can receive incoming calls. When an incoming call is
presented to the agent, the Call Pickup button will be illuminated green. It will also
blink. Details about the incoming call are also displayed, as illustrated below.
A. Topic Name
B. Call Direction
C. Caller Name
D. Phone Number
E. Call Type
F. Call Alert Indicator
An Agent can accept a call by clicking on the Call Pickup button. Once the call is
answered, the conversation starts and the screen is updated as illustrated. The duration
and direction of the call is shown along with incoming contact details. The incoming
Contact must be pre-configured in Salesforce, otherwise the contact will be shown as
Unknown.
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Hold/UnHold
A Call can be put on hold by the agent or the other party. The Agent can put the call on
hold, by clicking on the Hold button. Once the call is placed on hold, the Hold button is
illuminated. The call status will also be modified.
The call can be taken off hold, by once again clicking the Hold button The status of the
call will change accordingly.
Drop Call
To drop/release a call, click on the Call Release button. The buttons color will change
to Red.
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Outbound Call
To make an outbound call, click on the Dial Pad button. A dialog box appears. Select
whether an internal or external number is to be dialed. In the Dial dialog box, enter the
number to be dialed, and then click the Dial button.
Once the Dial button is clicked, the dialog disappears and the status of the call and the
called party is displayed.
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Once the other party accepts the call, the call is connected. The call status is updated to
Conversation, as illustrated below.
Consult
During an ongoing call, an agent may wish to discuss/consult the call with another
agent. The agent clicks the Consult button. On clicking the consult button, a dialog box
opens.
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The agent enters the number of the extension to be consulted, and then clicks Dial. The
current call is placed on Hold. The status of the consult call is displayed.
A. The original call is placed on hold
B. Consult call
Once the other agent accepts the call, the conversation commences, as illustrated
below
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During the consult call (or between any two calls), the agent can switch between the
calls by clicking on the respective call area panel.
A. First Call Area
B. Second Call Area
After the consult call is completed, the agent clicks on the Call Release button. The
consult call is ended.
Note: Ensure that the consult call is the active call.
When the consult call ends, the original call is still in a Hold state. Therefore to
unhold the call the agent must once again click the Hold button.
To end the call, click the Call Release button.
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Transfer
To Transfer an existing call, the agent clicks the Dial Pad button, enters the number to
which the call is to be transferred. The original call is automatically placed on hold.
Once the other party has picked up the call, the call is connected. To complete the
transfer process, click the Transfer button.
Once the transfer button is clicked, the call is transferred from the agent.
Conference
During an ongoing call, an agent can conference another agent to join the call. The
agent clicks the Dial Pad button and dials the third party. The original call goes on
Hold.
When the other party accepts the call, they are ready to join the conference with the
original agent and the caller.
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To join these two calls in a conference, the agent clicks Conference button.
If the agent wishes to add another party into the conference, they follow the same
process. i.e. dial the number, connect the call and then click on the Conference button.
To drop out of the conference, click the Call Release button.
Job Codes
An Agent can add Job Codes relating to the call, by clicking on the Job Code button.
After clicking on the button, the agent will see a pop-up dialog as illustrated below.
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The agent can select the Job Code from the list and click Send. Job codes can be
manually added by entering the code in the box, clicking Add, and then selecting the
code and clicking Send.
Wrap-Up
If wrap up is configured, an Agent enters the wrap-up state after the call ends. By
clicking on the wrap-up button, the agent can end the Wrap up. When the agent is in
wrap-up, the timer shows the period left before wrap-up will expire.
Logout
To logout, click the Logout button.
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Call Log
By default, completed calls are logged and saved in Salesforce, when the
corresponding contact object is available.
If the incoming contact number is present in multiple objects of same or different type,
the call log will not be saved.
Calls logs for incomplete/abandoned calls will not be saved.
Call logs are saved to Salesforce Task object of the Contact.
The following fields are saved by ISA in Call logs.
o Contact id
o Subject (the default value "CALL" will be stored)
o Status- will always be stored as completed state
o Phone and email id will automatically be updated from contact
o Duration (in seconds)
o Call Type
Call Logs will always be displayed in the activity history of the contact.
Note: Call Logs are not a replacement for IP Office Contact Center call related reports.
The two are independent of each other. Salesforce Call logs, saves or updates the Task
object in Salesforce. Salesforce will only have information related to the current
User/Agent.
Topic Call : An inbound topic call initiated from customer will be saved in call log. The
topic call will be visible in comments field and will be saved in following format Topic
call - <topicnumber>
Screen Pop
Configure the softphone layout option as given under the Configuring Softphone
Layout section of this guide. Once the configuration is in place, the screen pop on calls
feature is enabled.
Note: Screen pop will occur on Inbound, and Outbound calls. The Phone Number
(Dialed or Incoming) will be used as the key to search for Salesforce objects.
Note: Screen Pop is not supported in Standard mode.
Known Issues:
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After screen pop occurs, Salesforce doesnt relinquish User Interface control to IP
Office Contact Center Salesforce App. Consequently the Agent is not able to type
anything in ISA dial pad. The workaround is that the Agent needs to click once in
Salesforce area, and then click on ISA.
https://success.salesforce.com/issues_view?id=a1p30000000SyTGAA0
Uninstalling the ISA Application
1. To uninstall the application, click on Setup and navigate to Build, followed by
Installed Packages.
2. Click on Installed Packages.
3. A list of installed packages is displayed. Identify the package to be uninstalled.

Click the Uninstall button.
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4. A confirmation screen is displayed including options to save the data associated

with the package. To uninstall the package, click on the checkbox adjacent to
Yes, I want to uninstall the package and permanently delete all associated
components.
5. Click the Uninstall button. A progress screen is displayed.
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6. The uninstall process can take a number of minutes to complete. The status of
the package is displayed in the Uninstalled Packages panel.
7. To completely remove the package, click the Del button. The package is deleted
from the SFDC a/c.
Troubleshooting the CRM Connector

In case of unexpected behavior in the Salesforce Application, please supply the log files
listed below to Avaya Support:
.
CRM Connector logs in IP Office Contact Center TTrace
Browser Console: This is a debugging display that is part of the users browser.
To obtain the log from the Browser Console, the browsers debugging tools will have to
be invoked. (This can be achieved in both Firefox and Chrome by pressing F12).
Once the debugging tools are displayed, use the tools to select the Console display.
Recreate the issue while the Console is displayed. When you have finished recreating
the issue, highlight the entire contents of the Console display and send the log entries
to Avaya Application Support.
Other Troubleshooting Considerations
A User cannot logout or change their agent state from Available to Break time,
when a call is in progress.
If a user is logged into the ISA App User Interface and is logged off from the
Telephony via Supervisor console or Agent console of the Contact Center User
Interface, the user will automatically be logged off from ISA App User Interface.
The following message is displayed: "Agent was logged off via Supervisor
console or via external endpoint."
If a user is logged off from the ISA App User Interface, the user is also logged off
from the Telephony in the Contact Center User Interface.
If a user is logged into the ISA App User Interface and is in idle state for a period
of 60 minutes, then session timeout occurs from the CRM Connector. In this
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case, the user is automatically logged off the User Interface and the following
message is displayed: "IPOCC Server session timed out for the logged in Agent."
If a user is logged into the ISA App User Interface and the network connection is
lost and they then attempt to use the interface for example, to dial a number, the
user is automatically logged out of the user Interface and the following message
is displayed: "Connection to IPOCC Server was closed or lost unexpectedly".
o A user will only receive a connection lost message when they perform an
operation via the interface, as the web socket connection is alive and
remains so for a long period, believing that connection will be restored.
Therefore the App is not notified of the loss of connection, until a request
is sent to server.
If the CRMConnector is already installed and the IP Office Contact Center Server
is upgraded, the CRMConnector will not be upgraded. The CRMConnector
would therefore require to be manually upgraded in a similar manner to a fresh
installation.
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Security
Port Usage Tables
Port Usage Table Heading Definitions
Source System: System name or type that initiate connection requests.
Source Port: This is the default layer-4 port number of the connection source.
Valid values include: 0 65535. A (C) next to the port number means that the
port number is configurable.
Destination System: System name or type that receives connection requests.
Destination Port: This is the default layer-4 port number to which the connection
request is sent. Valid values include: 0 65535. A (C) next to the port number
means that the port number is configurable.
Network/Application Protocol: This is the name associated with the layer-4 protocol
and layers-5-7 application.
Optionally Enabled / Disabled: This field indicates whether customers can
enable or disable a layer-4 port changing its default port setting. Valid values
include: Yes or No
No means the default port state cannot be changed (e.g. enable or disabled).
Yes means the default port state can be changed and that the port can either be
enabled or disabled.
Default Port State: A port is either open, closed or filtered.
Open ports will respond to queries
Closed ports may or may not respond to queries and are only listed when they can be
optionally enabled.
Filtered ports can be open or closed. Filtered UDP ports will not respond to queries.
Filtered TCP will respond to queries, but will not allow connectivity.
Description: Connection details. Add a reference to refer to the Notes section
after each table for specifics on any of the row data, if necessary.
Below
are
the
tables
which
document
the
port
usage
for
this
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Table 1 Ports for IP Office Contact Center

Source
System
Destination
Port
(Configurable
Range)
IP Office Contact
Center
25
SMTP
25
IP Office Contact
Center
110
POP3
110
IP Office Contact
Center
143
IMAP
143
IP Office Contact
Center
389
IP Office Contact
Center
465
SMTPS
465
IP Office Contact
Center
587
SMTP
587
IP Office Contact
Center
993
IMAPS
993
IP Office Contact
Center
995
POP3S
995
IP Office Contact
Center
2525
System
SMTP
IP Office
Contact Center
POP3
IP Office
Contact Center
IMAP
IP Office
Contact Center
LDAP
SMTPS
IP Office
Contact Center
SMTP
IP Office
Contact Center
IMAPS
IP Office
Contact Center
POP3S
IP Office
Contact Center
SMTP
Network /
Application
Protocol
Optionally
Enabled /
Disabled?
Default Port
State
Description
25
TCP
Yes
Open
C3000, SMTP module, Voice Unit
25
TCP
Yes
Open
110
TCP
Yes
Open
POP3IMAP4_connector (POP3)
110
TCP
Yes
Open
143
TCP
Yes
Open
143
TCP
Yes
Open
389
TCP
Yes
Open
Address Book Server/ Address Book

Admin for LDAP import
465
TCP
Yes
Open
465
TCP
Yes
Open
587
TCP
Yes
Open
587
TCP
Yes
Open
993
TCP
Yes
Open
993
TCP
Yes
Open
995
TCP
Yes
Open
995
TCP
Yes
Open
2525
TCP
Yes
Open
Port
(Configurable
Range)
POP3IMAP4_connector (IMAP)
C3000, SMTP module (only used in our
Google cloud product - SendGrid)
Source
System
Destination
Port
(Configurable
Range)
System
IP Office
Contact Center
Network /
Application
Protocol
Optionally
Enabled /
Disabled?
Default Port
State
Description
2809
TCP
Yes
Open
CORBA Naming service

Using CORBA Bidirectional GIOP.
Firewalls must open this port in both
direction
5056
TCP
Yes
Open
SIP Signaling (Unsecure only used in

Google Cloud behind firewall)
5060
TCP
Yes
Open
Port
(Configurable
Range)
User Interface
2809
IP Office Contact
Center
5056
IP Office Contact
Center
5060
IP Office
5100
IP Office
Contact Center
5100
TCP
Yes
Open
IP Office Contact
Center
5222
XMPP
(External or
IP Office)
5222
TCP
Yes
Open
Extensible Messaging and Presence

Protocol (XMPP) client connection
XMPP
(External or
IP Office)
5222
IP Office
Contact Center
5222
TCP
Yes
Open

Protocol (XMPP) client connection
IP Office Contact
Center
5223
XMPP
(External Only)
5223
TCP
Yes
Open

Protocol (XMPP) client connection over
SSL
XMPP
(External only)
5223
IP Office
Contact Center
5223
TCP
Yes
Open

Protocol (XMPP) client connection over
SSL
PostgreSQL
5432
5432
TCP
Yes
Open
Used by Web Admin, TaskReporting

viewer, AddressBook Server, Chat Task
Server, C3K Server, UMR client Adapter
IP Office Contact
Center
7070
7070
TCP
HTTP
HTTPS
No
Open
IP Office
IP Office
Database
IP Office
8080
8080
TCP
Incoming SIP Extension Signaling
Server Edition SyncProcess
IP Office
Contact Center
User Interface
SIP Signaling (unsecure)
No
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Core WebApplications (multiple

applications)
direction
Source
System
Destination
Port
(Configurable
Range)
IP Office Contact
Center
8443
IP Office Contact
Center
8443
System
IP Office
WebLM
Network /
Application
Protocol
Optionally
Enabled /
Disabled?
Default Port
State
Description
8443
TCP/HTTPS
No
Open
IP500V2 SyncProcess
Core WebApplications (HTTPS Port)
8443
TCP/HTTPS
No
Open
8443
TCP
No
Open
10001
TCP
No
Open
10300
TCP
No
Open
Port
(Configurable
Range)
WebLM
User Interface
8443
IP Office Contact
Center
10001
Watchdog
IP Office
Contact Center
User Interface
10300
TTrace Console
10300
IP Office
Contact Center
10300
TCP
No
Open
TTrace Console
10301
IP Office
Contact Center
10301
TCP
No
Open
TTrace Console
10302
IP Office
Contact Center
10302
TCP
No
Open
IP Office Contact
Center
18080
18080
TCP/HTTP
No
Open
IP Office Contact
Center
18443
18443
TCP/HTTPS
No
Open
TomCat
TomCat
IP Office
Contact Center
Web Admin
CRM Connector
Wallboard/DirectWS
WebUI (ChromeApp
and Browsers)
StatViewer
WebChatDialog
28080
Web Admin
28443
IP Office
Contact Center
WebLM
WebLM
direction
Internal
Trace
direction
Trace
Console
Data
Web Service Collection
Web Service Collection
TomCat
28080
TCP/HTTP
No
Open
28443
TCP/HTTPS
No
Open
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TomCat
Source
System
Destination
Port
(Configurable
Range)
System
Port
(Configurable
Range)
Network /
Application
Protocol
Optionally
Enabled /
Disabled?
Default Port
State
RTP/UDP
No
Open
Description
CRM Connector
Wallboard/DirectWS
WebUI (ChromeApp
and Browsers)
StatViewer
WebChatDialog
IP Office
40750-50750
IP Office
Contact Center
49152-53247
IP Office
Contact Center
User Interface
49901
49901
TCP
No
Open
Autodialer service
Used by IPOCC UI
direction
Open
database access service

Used by IPOCC UI
direction
Open
Database access service

Used by IPOCC UI
direction
Open
callflow configuration
Used by IPOCC UI
direction
Open
Task Manager service

Used by IPOCC UI
direction
IP Office
Contact Center
User Interface
49906
49906
TCP
No
IP Office
Contact Center
User Interface
49910
49910
TCP
No
IP Office
Contact Center
User Interface
49919
49919
TCP
No
IP Office
Contact Center
User Interface
49921
49921
TCP
No
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SIP Extension RTP ports
Source
System
Destination
Port
(Configurable
Range)
System
Port
(Configurable
Range)
Network /
Application
Protocol
Optionally
Enabled /
Disabled?
Default Port
State
Description
IP Office Contact
Center
49922
IP Office
Contact Center
49922
TCP
No
Open
Internal
UM database access service
IP Office Contact
Center
49923
IP Office
Contact Center
49923
TCP
No
Open
Internal
UM database access service
Monitoring Service
Used by IPOCC UI
direction
IP Office
Contact Center
User Interface
49924
User Interface
49940
IP Office Contact
Center
50796
IP Office Contact
Center
50797
49924
TCP
No
Open
IP Office
Contact Center
49940
TCP
No
Open
Direct TAPI port

(secure)
50796
TCP
Yes
Open
50797
TCP
Yes
Open
Direct TAPI port

IP Office
Contact Center
User Interface
51000
51000
TCP
No
User Interface
User Interface
51011
User Interface
51013
IP Office
Contact Center
IP Office
Contact Center
Messaging service
Used by IPOCC UI and Chrome App
direction
TCP
No
Open
51011
TCP
No
Open
51013
TCP
No
Open
479
IP Office port
Open
51001 51003
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IP Office port
UI SessionManager (UMR-Client,
StatViewer, TRViewer)
Used by IPOCC UI, Chrome App and
WSC
direction
IP Office
Contact Center
51001 51003
IPO Taskserver
UMR Admin
User Interface observes Addressbook
Admin Application.
Source
System
Destination
Port
(Configurable
Range)
System
Port
(Configurable
Range)
Network /
Application
Protocol
Optionally
Enabled /
Disabled?
Default Port
State
Description
direction
IP Office
Contact Center
User Interface
51014
51014
TCP
No
Open
User Interface observes UMR Textblock

Admin Application.
direction
IP Office
Contact Center
User Interface
51015
IP Office
Contact Center
51015
TCP
No
Open
Addressbook server
Used by IPOCC UI
direction
52000
TCP
No
Open
Chat Taskserver
direction
User Interface
52000
Web Service
Application
52100-52109
IP Office
Contact Center
52100-52109
HTTP
No
Open
Web Service
Application
52110-52119
IP Office
Contact Center
52110-52119
HTTP
No
Open
Web Service
Application
52120-52129
IP Office
Contact Center
52120-52129
HTTP
No
Open
Web Service
Application
52130-52139
IP Office
Contact Center
52130-52139
HTTP
No
Open
Web Service
Application
52140-52149
IP Office
Contact Center
52140-52149
HTTP
No
Open
IP Office Contact
Center
52233
52233
TCP
No
Open
WebLM
IP Office
Contact Center
User Interface
53002
User Interface
53009
IP Office
Contact Center
WSC DirectoryWS
WSC TaskWS
WSC MonitoringWS
WSC ManagementWS
WSC UMRWS
Only used in Cloud System
53002
TCP
No
Open
Report generator service

Used by IPOCC UI and Chrome App
direction
53009
TCP
No
Open
Media Store database Server

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Source
System
Destination
Port
(Configurable
Range)
System
Port
(Configurable
Range)
Network /
Application
Protocol
Optionally
Enabled /
Disabled?
Default Port
State
Description

direction
IP Office
Contact Center
User Interface
53010
Wallboard
55100
IP Office
Contact Center
53010
TCP
No
Open
55100
TCP
No
Open
Customer history view

Used by IPOCC UI
direction
Used by Wallboard
Table 2 Changes from IP Office Contact Center 9.1.2.0 to 9.1.6.0

Source
System
Destination
Port
System
Network /
Application
Optionally
Protocol
Disabled?
2525
TCP
Port Interface
(Configurable
Range)
SMTP
Default Port State
Description
Yes
Open
C3000, SMTP module (only used in our

Google cloud product - SendGrid)
Enabled /
IP Office Contact
Center
2525
WebUI (Browsers)
WebChatDialog
28080
IP Office
Contact Center
28080
TCP/HTTP
No
Open
Tomcat Agent Web UI and Customer

Web Page chat
WebUI (Browsers)
WebChatDialog
28443
IP Office
Contact Center
28443
TCP/HTTPS
No
Open
Tomcat - Agent Web UI and Customer

Web Page chat
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IP Office Contact Center Components

Component
IP Office Contact
Center
Interface
User Interface
Description
Home: Displays the home area.
Telephony: Displays the telephony area.
Realtime information: Displays the real time
information area.
Reporting: Displays the reporting area.
Agent Status Reports: Displays the agent
evaluation area.
Contact Detail Reports: Displays the contact
evaluation area.
Error list: Displays the date time, code, and
the error description.
Configuration: Displays the standalone
Configuration module.
UI Config: Displays the UI configuration area.
Task Flow Editor: Displays the standalone
Task flow editor module
IVR Editor: Displays the standalone IVR
editor module.
Dialer: Displays the standalone Dialer
module.
Email Configuration: Displays the Email
administration module.
Text Block Administration: Displays the Text
block administration module.
Address Book Administration: Displays the
Address book configuration module.
IP Office Contact
Center
IP Office Contact
Center
IP Office Contact
Center
IP Office Contact
Center
IP Office Contact
Center
IP Office Contact
Center
IP Office Contact
Center
Web UI (Chrome and

Browsers)
Web Admin
Web interface with Telephony, Email, Chat, real

time and historical reporting
Web based administration interface
Web Service
Programming interface
Wallboard
Real time monitoring
TTrace
Console, Trace interface
WebLM
Standard Avaya WebLM
WebChatDialog
Application managing Chat sessions with

customer Web Servers
Port Usage Diagram
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Overview of TCP/IP Ports

What are ports and how are they used?
TCP and UDP use ports (defined at http://www.iana.org/assignments/port-numbers) to
route traffic arriving at a particular IP device to the correct upper layer application.
These ports are logical descriptors (numbers) that help devices multiplex and demultiplex information streams. Consider your desktop PC. Multiple applications may be
simultaneously receiving information. In this example, email may use destination TCP
port 25, a browser may use destination TCP port 80 and a telnet session may use
destination TCP port 23. These logical ports allow the PC to de-multiplex a single
incoming serial data packet stream into three mini-streams inside the PC. Furthermore,
each of the mini-streams is directed to the correct high-level application because the
port numbers identify which application each data mini-stream belongs. Every IP
device has incoming (Ingress) and outgoing (Egress) data streams.
Ports are used in TCP and UDP to name the ends of logical connections which carry
data flows. TCP and UDP streams have an IP address and port number for both
source and destination IP devices. The pairing of an IP address and a port number is
called a socket (discussed later). Therefore, each data stream is uniquely identified
with two sockets. Source and destination sockets must be known by the source before
a data stream can be sent to the destination. Some destination ports are open to
receive data streams and are called listening ports. Listening ports actively wait for a
source (client) to make contact to a destination (server) using a specific port that has a
known protocol associate with that port number. HTTPS, as an example, is assigned
port number 443. When a destination IP device is contacted by a source device using
port 443, the destination uses the HTTPS protocol for that data stream conversation.
Port Type Ranges
Port numbers are divided into three ranges: Well Known Ports, Registered Ports, and
Dynamic Ports (sometimes called Private Ports).
Well Known Ports are those numbered from 0 through 1023.
Registered Ports are those numbered from 1024 through 49151
Dynamic Ports are those numbered from 49152 through 65535
The Well Known and Registered ports are assigned by IANA (Internet Assigned
Numbers Authority) and are found here: http://www.iana.org/assignments/port-numbers.
Well Known Ports
For the purpose of providing services to unknown clients, a service listen port is
defined. This port is used by the server process as its listen port. Common services
often use listen ports in the well known port range. A well known port is normally active
meaning that it is listening for any traffic destined for a specific application. For
example, well known port 23 on a server is actively waiting for a data source to contact
the server IP address using this port number to establish a Telnet session. Well known
port 25 is waiting for an email session, etc. These ports are tied to a well understood
application and range from 0 to 1023.
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Registered Ports
Unlike well known ports, these ports are not restricted to the root user. Less common
services register ports in this range. Avaya uses ports in this range for call control.
Some, but not all, ports used by Avaya in this range include: 1719/1720 for H.323,
5060/5061 for SIP, 2944 for H.248 and others. The registered port range is 1024
49151. Even though a port is registered with an application name, industry often uses
these ports for different applications. Conflicts can occur in an enterprise when a port
with one meaning is used by two servers with different meanings.
Dynamic Ports
Dynamic ports, sometimes called private ports, are available to use for any general
purpose. This means there are no meanings associated with these ports (similar to
RFC 1918 IP Address Usage). These are the safest ports to use because no
application types are linked to these ports. The dynamic port range is 49152 65535.
Sockets
A socket is the pairing of an IP address with a port number. An example would be
192.168.5.17:3009, where 3009 is the socket number associated with the IP address.
A data flow, or conversation, requires two sockets one at the source device and one
at the destination device. The data flow then has two sockets with a total of four logical
elements. Each data flow must be unique. If one of the four elements is unique, the
data flow is unique. The following three data flows are uniquely identified by socket
number and/or IP address.
Data Flow 1:
Data Flow 2:
Data Flow 3:
172.16.16.14:1234
172.16.16.14.1235
172.16.16.14:1234
10.1.2.3:2345
10.1.2.3:2345
10.1.2.4:2345
Data flow 1 has two different port numbers and two different IP addresses and is a valid
and typical socket pair.
Data flow 2 has the same IP addresses and the same port number on the second IP
address as data flow 1, but since the port number on the first socket differs, the data
flow is unique.
Therefore, if one IP address octet changes, or one port number changes, the data flow
is unique.
Socket Example Diagram
Client
HTTP-Get
Source 192.168.1.10:1369
TCP-info
Destination 10.10.10.47:80
Destination 192.168.1.10:1369
Web Server
Source 10.10.10.47:80
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Figure 1. Socket example showing ingress and egress data flows from a PC to a web
server
Notice the client egress stream includes the clients source IP and socket (1369) and
the destination IP and socket (80). The ingress stream has the source and destination
information reversed because the ingress is coming from the server.
Understanding Firewall Types and Policy Creation
Firewall Types
There are three basic firewall types:
Packet Filtering
Application Level Gateways (Proxy Servers)
Hybrid (Stateful Inspection)

Packet Filtering is the most basic form of the firewalls. Each packet that arrives or
leaves the network has its header fields examined against criterion to either drop the
packet or let it through. Routers configured with Access Control Lists (ACL) use packet
filtering. An example of packet filtering is preventing any source device on the
Engineering subnet to telnet into any device in the Accounting subnet.
Application level gateways (ALG) act as a proxy, preventing a direct connection
between the foreign device and the internal destination device. ALGs filter each
individual packet rather than blindly copying bytes. ALGs can also send alerts via
email, alarms or other methods and keep log files to track significant events.
Hybrid firewalls are dynamic systems, tracking each connection traversing all interfaces
of the firewall and making sure they are valid. In addition to looking at headers, the
content of the packet, up through the application layer, is examined. A stateful
inspection firewall also monitors the state of the connection and compiles the
information in a state table. Stateful inspection firewalls close off ports until the
connection to the specific port is requested. This is an enhancement to security against
port scanning (1).
The act of systematically scanning a computer's ports. Since a port is a place where
information goes into and out of a computer, port scanning identifies open doors to a
computer. Port scanning has legitimate uses in managing networks, but port scanning
also can be malicious in nature if someone is looking for a weakened access point to
break into your computer
(1).
Firewall Policies
The goals of firewall policies are to monitor, authorize and log data flows and events.
They also restrict access using IP addresses, port numbers and application types and
sub-types.
This paper is focused with identifying the port numbers used by Avaya products so
effective firewall policies can be created without disrupting business communications or
opening unnecessary access into the network.
Knowing that the source column in the following matrices is the socket initiator is key in
building some types of firewall policies. Some firewalls can be configured to
automatically create a return path through the firewall if the initiating source is allowed
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through. This option removes the need to enter two firewall rules, one for each stream
direction, but can also raise security concerns.
Another feature of some firewalls is to create an umbrella policy that allows access for
many independent data flows using a common higher layer attribute. Finally, many
firewall policies can be avoided by placing endpoints and the servers that serve those
endpoints in the same firewall zone.
Accessing Windows Security Events on the IP Office Contact Center

Server
To access Security Events on the IP Office Contact Center Server:
1. Click the Windows icon then select Administrative Tools.
Windows
2012 server
2. Double left click on Event Viewer.
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3. The Event Viewer is displayed.
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4. Expand the Windows Logs option by clicking on the arrow.
5. Click Security.
6. Double click on individual events to view their details.
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7. The Event Properties are displayed in two tabs:

General tab.
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Details tab.
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OVA Deployment
Requirements for implementation IP Office Contact Center as OVA
For details relating to the recommended specifications for the installation of IP Office
Contact Center utilising OVA on VMWare, refer to the IP Office Contact Center
Reference Configuration Guide.
Note: The OVA available from Avaya is based on Windows Server 2012.There is no
Windows Server 2008 R2 OVA available from Avaya.
Note: As IP Office Contact Center 9.1.6 does not have any new OVA provision, OVA
deployments should therefore use IP Office Contact Center 9.1 GA OVA and the
applications upgraded to IP Office Contact Center 9.1.6
The installation of the IP Office utilizing OVA on VMWare includes the following main
steps:
1.
2.
3.
4.
5.
6.
Install OVA on VMWare.

Setup Network
Set Computer Name
Activate Windows
Apply Changes to IP Office Contact Center
Upgrade to the latest version of IP Office Contact Center using the ISO image.
Refer to the IP Office Contact Center Maintenance Task Based Guide for details
relating to the upgrade instructions.
7. Install Licenses
8. Import Configuration data in IPO and IP Office Contact Center
1. Install OVA on VMWare
1. Start VMWare vSphere Client.
2. Login to your vCenter Server with your user name and password.
3. Select File followed by Deploy OVF Template and load/setup the provided IP
Office Contact Center OVA file.
4. Start the IP Office Contact Center Virtual Server machine and Launch virtual
machine console from vSphere client
5. During initialization of windows enter a new password for user Administrator.
6. During initialization of windows choose one of the following localizations
a. United States / English (United States)
b. Canada / English (Canada)
c. United Kingdom / English (United Kingdom)
d. Australia / English (Australia)
Note: Although Avaya support new languages for the user interfaces, it is very
important to note that the IP Office Contact Center Server must remain setup in English.
7. After completion of windows initialization, login as an Administrator
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8. On servers desktop you will find a number of useful shortcuts and a document
readme.rtf, which contains detailed instructions of the next configuration steps.
Steps after OVA Deployment
2. Setup Network:
9. In the System Tray the Network and Sharing Center is marked with an
exclamation point.
10. Right click and open Network and Sharing Center.
11. Click Ethernet and then Properties.
12. Remove the check from Internet Protocol Version 6 (TCP/IPv6) check box.
13. Select Internet Protocol Version 4 (TCP/IPv4).
14. Click Properties.
Note: DO NOT enable 'Obtain an IP address automatically'!
15. Enter the required IP address settings by completing the Use the following IP
address fields. According to your networking topology, adjust the IP address,
Subnet mask, Default gateway and Preferred DNS server settings..
16. Confirm by pressing OK
17. Press the Close button (twice).
3. Set Computer Name
18. Using the keyboard, press the Windows Key together with e.
19. With the explorer right-click on This PC and select Properties.
20. Behind Computer name click Change settings.
21. Click the Change button.
22. Change the Computer name as required and click OK. Use only computer
names with numbers (0-9) and letters (A-Z, a-z), no special characters can be
used!
23. Confirm the Popup window You must restart your computer to apply these
changes. At this point, continue without rebooting.
24. Press the OK button.
25. In the Popup window named You must restart your computer to apply these
changes click Restart Later.
4. Activate Windows
26. Click Activate Windows
27. Enter your Product key and then click Activate Windows.
28. Close all windows and reboot the server!
29. After reboot mark your new network as Private Network. Please note that in a
Private network the IP Office Contact Center server will not reply to any Ping
requests although Remote Desktop sessions to the servers will still be
connected.
5. Apply Changes to IP Office Contact Center
30. After the reboot has completed, log back in and open Services and stop the IP
Office Contact Center Watchdog service.
31. Click on the servers Windows button.
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Windows
2012 server
32. Open Administrative Tools.
Windows
2012 server
33. Double left click on the Services link.
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34. Select the IPOCC Watchdog service and then click on the Stop link.
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35. The Watchdog Service will stop.
36. This is indicated by only a Start link being displayed in relation to the
Watchdog Service.
37. Close the TT Display and TT Console applications!

38. Browse to the AdjustHostname.exe utility file located in the IP Office Contact
Centers Utilities folder.
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39. Wait while configuration is prepared. As soon as you are presented with dialog
enter password for Database Access. User: sa, Password: Administrator.
40. Click Apply.
41. Wait for completion of the AdjustHostname utility and then reboot the server!
6. Install IP Office Contact Center Licenses
Refer to the Licensing section of this guide.
7. Import Configuration data in the IP Office and IP Office Contact Center
Refer to the Preparing the Configuration Data For Use with the Excel Spread
Sheet section of this guide.
Or
Use the Configuration Wizard Refer to the Configuration Wizard System
Configuration Page section of this guide.
Troubleshooting after OVA Installation
If during the OVA installation the new network is marked as Public Network you will not
be able to ping the server or make a remote connection to the IP Office Contact Center
server.
If you have forgotten to mark your new network as Private Network, after the server
has restarted, you can re-mark from a Public to Private Network as follows:
:
1. Open Windows PowerShell by selecting the Windows button.
Windows
2012 server
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2. Click the Windows PowerShell button.
Windows
2012 server
3. Execute the command:

Set-NetConnectionProfile -NetworkCategory Private
4. The profile can be checked to validate that the changes have been made by
using this command
Get-NetConnectionProfile
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Avaya Documentation
http://support.avaya.com/
Avaya IP Office Contact Center Task Based Guides
IP Office Contact Center Configuration Maps
IP Office Contact Center Telephony User Interface Configuration
IP Office Contact Center Task Flow Editor -Telephony
IP Office Contact Center Reporting
IP Office Contact Center IVR Scenarios
IP Office Contact Center Contact Recorder Configuration
IP Office Contact Center Email & Chat Service
IP Office Contact Center Maintenance
IP Office Contact Center Dialler Configuration
Please note, only the IP Office Contact Center Task Based Guides listed above are
available from Avaya. Further IP Office Task Based Guide documentation as listed
below is available directly from ITEL. http://www.iteluk.com/
ITEL IP Office Task Based Guides
Initial Installation
1.
2.
3.
4.
5.
6.
7.
8.
9.
IP Office Configuration Maps

IP Office Hardware Installation
IP Office Initialisation
IP Office Manager
IP Office Voicemail Pro Initial Installation Guide
IP Office Small Community Networking
IP Office Customer Call Reporter Initial Installation Guide
IP Office Server Edition Configuration
IP Office Security Policies
UCM
10. IP Office Unified Communications Module

Core Telephony
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11. IP Office Telephony and Call Routing

12. IP Office Short Codes Summary
13. IP Office Hunt Group Setup and Operation
14. IP Office Conferencing
15. IP Office IP Telephony Guide
16. IP Office Computer Telephony Integration 1st Party
Users, Telephone & Softphone Configuration
17. IP Office Configuring IP Office Phones and User Accounts
18. IP Office Call Handling
19. IP Office Configuring the IP Office Softphone
Auto Attendant & Voicemail

20. IP Office Embedded Voicemail (Intuity Mode) Flowchart
21. IP Office Auto-Attendant Setup and Operation
22. IP Office Embedded Voicemail
23. IP Office Embedded Voicemail Flowchart
Voicemail Pro
24. IP Office Voicemail Pro Summary Guide
25. IP Office Voicemail Pro Voicemail User Guide
One X Portal & IP Office Applications
26. IP Office One X Portal Guide
27. IP Office One X Mobile Preferred Implementation
28. IP Office Plug-in for Microsoft Outlook
29. IP Office MS Lync Plugin
30. IP Office Avaya Flare
31. IP Office One X Mobile Essential
Customer Call Reporter CCR
32. IP Office Customer Call Reporter Configuration Guide
33. IP Office Customer Call Reporter Wallboard Guide
Contact Store & Receptionist Console
34. IP Office Contact Store
35. IP Office Receptionist Console
Maintenance
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36. IP Office Backup and Restore

37. IP Office System Status Application
38. IP Office Upgrade Guide
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IP Office Contact Center Installation

Task Based Guide

IP Office Contact Center Installation

IP Office Contact Center Installation

IP Office Contact Center Installation

IP Office Contact Center Installation

IP Office Contact Center Installation

Avaya Toll Fraud intervention

IP Office Contact Center Installation

IP Office Contact Center Installation

IP Office Contact Center ....................................................... 14

Flow Chart ............................................................................. 15

IP Office Contact Center Requirements .............................. 18

Server Preparation ................................................................ 22

IP Office Contact Center Installation ................................... 40

IP Office Contact Center Installation

Creating the IP Office Contact Center Certificate via the IP Office

Importing the Certificate into the IP Office Contact Center Server

Enabling TAPI communication 9.1.X ................................. 148

Preparing the Configuration Data For Use with the Excel

Importing the IP Office Configuration File only required if Auto

IP Office Contact Center Installation

IP Office Contact Center Installation

Windows 2008 Server - Voice Control Speech ...................................... 252

IP Office and IP Office Contact Center Auto Synchronization

How Auto Synchronisation works when creating a New

Installing the Contact Center User Interface on the Agents PCs

Deploying IP Office Contact Center Chrome User Interface316

IP Office Contact Center Installation

Creating a Branding Logo ...................................................................... 355

ICI Connector ...................................................................... 362

Requirements ...................................................................... 364

Assignment SAP User Agent .......................................................... 364

IP Office Contact Center Installation

IP Office Contact Center Installation

Installation of the ICI Connector on the IP Office Contact Center

Call number normalization ................................................. 393

External Call Numbers........................................................ 394

IP Office Contact Center Settings ...................................... 399

IP Office Contact Center Installation

IP Office Contact Center Installation

Salesforce ........................................................................... 424

CRM Connector Deployment on IP Office Contact Center Server

Adding a Custom logo to the Salesforce Console .................................. 436

Screen Pop Settings .............................................................................. 452

Logging into ISA ................................................................. 455

Screen Pop ............................................................................................ 469

Troubleshooting the CRM Connector ............................... 472

Security ............................................................................... 474

IP Office Contact Center Installation

IP Office Contact Center Installation

Overview of TCP/IP Ports ............................................................................. 484

Accessing Windows Security Events on the IP Office Contact Center Server

OVA Deployment ................................................................ 493

IP Office Contact Center Installation

IP Office Contact Center Installation

IP Office Contact Center

IP Office Contact Center Installation

IP Office Contact Center Installation

Backup the Clean IP Office Contact Centre Database

Configuration Spreadsheet utilized

Prepare the Configuration Data

Import the Configuration File.