Avaya AES TCC integration guide

Goals

The goal of this document is to provide knowledge, reference, and procedural information necessary to understand a proposed Avaya/Tenfold integration using TSAPI, and to configure the Avaya equipment to support the integration.

This document is NOT intended as a specific system or network design document. If further clarification is needed, consult with your telephony vendor.

Terminology

To ensure a common frame of reference, this guide uses the following terms in conjunction with this Avaya integration:

• AES: Application Enablement Services. The AES server in an Avaya contact center hosts software that provides CTI events.
• TSAPI: Telephone Services Application Programming Interface. Avaya TSAPI is software that provides the call control events and metadata to Tenfold.
• DMCC: Device and Call Control APIs. Tenfold uses the DMCC APIs to communicate with AES.
• TCC: Tenfold Cloud Connect - Responsible for receiving events from Avaya and sending them to Tenfold Web Services to be processed.
• Tenfold Cloud: Receives events from TCC and takes further action, such as querying and saving to the CRM.

Customer responsibilities

You are responsible for supplying the physical and/or IP connections to your telephone system and LAN, and for obtaining and loading any licensing required by Avaya. You are also responsible for configuring Avaya system components to support the Tenfold integration.

Integration overview

The Avaya integration allows Tenfold to receive call-related events and metadata from the AES. These call events are received by Tenfold Cloud Connect (TCC) and published to Tenfold Cloud.

Avaya requirements

Licensing requirements

• One (1) TSAPI basic user license per extension/agent monitored by Tenfold, plus any physical transport (C-LAN, AES server, etc.) as appropriate.
• One (1) DMCC license for the Tenfold Avaya integration user in order to monitor agent login/logout events. DMCC licenses are not needed per agent. DMCC is used to get the device ID for each user but this does not consume a license.
• One (1) agent ID per agent.

The TSAPI basic user license is often referred to as either an "agent-based license" or a "station based license." It is intended for applications that want to monitor or control a station or monitor an ACD split. In the license file it is referred to as a "Simultaneous User" license. It is scaled in terms of the number of agents, stations, or ACD splits that you want to monitor and control.

The TSAPI basic user license requires that you license and enable Computer Telephony Adjunct Links on Communication Manager.

Firmware version required

• Avaya Communication Manager: 7.1 or later
• Avaya AES: version 7.1 or later

Network requirements from TCC to Avaya AES

• TCP port 4721 (or 4722 if required)

Advisories

• The current Tenfold release does not support SIP agents.
• The current Tenfold release does not support transfer/conference of a call to a PSTN destination.
• In the conference scenario, when the PSTN party drops from the conference first, each agent desktop continues to reflect connection to the PSTN party.
• By design, Tenfold establishes two separate DMCC sessions with Application Enablement Services: one for device monitoring and call control, and the other for agent state queries.
• By design, after an agent logs out of ACD, Tenfold, and Salesforce.com, Tenfold retains the monitoring session on the associated agent station.
• After multiple Ethernet disruptions to the Tenfold Cloud Connect server, skill group monitors are removed and not re-established. This does not appear to have any negative impact to desktop reflection and handling of subsequent calls.
• When a call experiences a 60-second Ethernet disruption to the Tenfold Cloud Connect server, that call cannot be dropped from the agent desktop post link recovery. The workaround is to use the agent telephone to drop the active call.
• After a busyout and release of CTI link on Communication Manager, active device monitors are removed on Communication Manager and Application Enablement Services and are not re-established by Tenfold. The workaround is for the administrator to manually restart tcc.service on the Tenfold Cloud Connect server.
• If you leverage AACC in your contact center and are purchasing agent status features from Tenfold, please notify Tenfold so we can discuss integration options.
• If leveraging agent status with Tenfold, the station must be logged in prior to signing in as an agent via Tenfold.
• One-X Communicator has a known limitation where reason codes may not be reflected properly when leveraging a third-party integration. Avaya Agent for Desktop does not have this same limitation. Avaya Agent for Desktop may require that reason codes are configured via Site Administration (Avaya utility) to display reason codes properly.
• Do not use the same skill on multiple TCC instances as this will cause issues with SIP extensions.

Required information

To perform an installation, you will need the following information.

Important

Completing the TCC x Avaya AES Prerequisites document is required prior to Integrating TCC.

Tenfold requirements

Tenfold Cloud Connect is an On-Premise agent that connects your PBX with Tenfold Cloud. The agent is deployed as a service running on a Linux server that retrieves the phone events from your PBX via the LAN; it then forwards these events to Tenfold Cloud for processing and handling. In addition, the agent enables the Tenfold UI to issue commands, such as call controls and setting the agent status..

TCC host requirements

A server or workstation that can be left on and operational 24x7.

Operating system (OS) requirements

• Ubuntu Server 18.04 LTS or later
• CentOS 7.5 (CentOS 8.x not recommended, EOL: Dec 2021)
• Supported Red Hat Enterprise Linux
• Windows Server 2019 with Desktop Experience
• Windows Server 2016 with Desktop Experience

Hardware requirements

• Quad-Core Processor
  • 2.3 GHz minimum
  • Hyper-threading enabled
• 16 GB RAM Memory
• 250 GB Free Hard Disk Space (minimum HD speed: 7200RPM)

Network specifications

• Gigabit Ethernet between TCC and AES Servers
• Virtual Environments are supported
• Must have access to the internet
• TCP port 4721 or 4722 to Avaya AES (bidirectional)
• ICMP requests must be allowed from TCC for all hops to Tenfold Cloud and for all hops to the phone system

External firewall access required

• ccm.tenfold.com:443 (Outbound HTTPS and Long-Lived WebSocket)
• events.tenfold.com:443 (Outbound HTTPS)
• downloads.tenfold.com:443 (Outbound HTTPS)

Whitelist list

Additional Tenfold whitelist domains are documented in the Tenfold Services IP Address/Domain Allow-list.

Testing firewall configuration

Ensure you can run the following commands from TCC in order to test your firewall configuration

Avaya configuration

The Avaya Administrator should complete the actions outlined in this guide: https://www.devconnectprogram.com/fileMedia/download/b7d57979-adc1-4d0e-bbee-32880f782fc8.