IC72admin1

Avaya Interaction CenterRelease 7.2 IC Administration Volume 1: Servers & Domains Release 7.2 May 2009 © 2005 to 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the Avaya Support Web site: http://www.avaya.com/support License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE http://support.avaya.com/LicenseInfo/ ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server. Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: http://support.avaya.com/ThirdPartyLicense/ Preventing toll fraud "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: http://www.avaya.com/support Trademarks Avaya and the Avaya logo are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All other trademarks are the property of their respective owners. Downloading documents For the most current versions of documentation, see the Avaya Support Web site: http://www.avaya.com/support Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Support Web site: http://www.avaya.com/support Contents Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 17 17 18 18 19 21 21 23 24 24 25 25 26 26 27 27 28 28 29 29 29 29 30 31 31 32 33 33 34 35 36 36 36 37 37 38 38 39 Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 1: Administration overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Determining the structure of Avaya IC . . . . . . . . . . . . . . . . . . . . . . . . . . . Implementing Avaya IC structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Overview of IC Manager . . . . . . . . . . . . . Sorting and resizing columns. . . . . . Option selection methods . . . . . . . . Selecting multiple items . . . . . . . . . Customizing IC Manager . . . . . . . . . . Locking IC Manager . . . . . . . . . . . . . Exiting IC Manager. . . . . . . . . . . . . . Getting help . . . . . . . . . . . . . . . . . Running multiple instances of IC Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Avaya IC administration tasks . . . . . . . . . . . . . . . . . . . Managing sites . . . . . . . . . . . . . . . . . . . . . . . . . . Create Site . . . . . . . . . . . . . . . . . . . . . . . . . . Edit Site. . . . . . . . . . . . . . . . . . . . . . . . . . . . Delete Site . . . . . . . . . . . . . . . . . . . . . . . . . . Changing the administration password . . . . . . . . . . . . Backing up and restoring server configuration information . Backing up the configuration file of the Directory server. Restoring the Directory server . . . . . . . . . . . . . . . Setting database connection information . . . . . . . . . . . Setting IC Manager log levels . . . . . . . . . . . . . . . . . . IC Manager log file maintenance . . . . . . . . . . . . . . . . Setting environment information . . . . . . . . . . . . . . . . Monitoring alarms . . . . . . . . . . . . . . . . . . . . . . . . CIRS alarms . . . . . . . . . . . . . . . . . . . . . . . . . Resetting the system time zone on Avaya IC systems . . . . Tuning and maintaining your Avaya IC database . . . . . . . Configuring clusters. . . . . . . . . . . . . . . . . . . . . . . Creating Clusters . . . . . . . . . . . . . . . . . . . . . . Editing Clusters . . . . . . . . . . . . . . . . . . . . . . . Deleting Clusters. . . . . . . . . . . . . . . . . . . . . . . Mapping clusters. . . . . . . . . . . . . . . . . . . . . . . IC Administration Volume 1: Servers & Domains May 2009 3 Chapter 2: Domains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting up your domains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating your domains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Assigning servers to a domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating failover domains. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Preconfigured Failover Domains . . . . . . . . . . . . . . . . . . . . . . . . . . . . Assigning agents to the domains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 3: Managing servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Changing server information General tab . . . . . . . . Server tab . . . . . . . . Configuration tab . . . . Debug tab . . . . . . . . Advanced tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 43 44 45 46 47 51 53 55 59 59 61 61 62 64 65 67 67 68 70 71 71 72 72 74 76 76 77 77 78 78 78 79 80 81 81 82 Creating a server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Determining server start up or shutdown dependencies . Server startup dependencies . . . . . . . . . . . . . . IC Shutdown Dependencies. . . . . . . . . . . . . . . Starting or stopping a server . . . . . . . . . . . . . . Updating server information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Copying or moving a server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Deleting servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Synchronizing multiple Directory servers . . . . . . . . . . . . . . . . . . . . . . . . . Configuring Web Management servers . . . . Understanding Web Management servers . WebACD server statistics . . . . . . . . . . Working with WebACD tasks . . . . . . . . Reassigning email tasks . . . . . . . . Cancelling tasks . . . . . . . . . . . . . Viewing ICM service status . . . . . . . . . Viewing historical chat logs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 4: Email services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Email template administration . . . . . . . . . . . . . . Email templates with attachments . . . . . . . . . . Organizing your content . . . . . . . . . . . . . . . Associating resolve statuses with email templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 IC Administration Volume 1: Servers & Domains May 2009 Deleting email templates . . . . . . . . . . . . . . . Creating folders and sub-folders . . . . . . . . . . . Modifying a folder . . . . . . . . . . . . . . . . . Creating statuses . . . . . . . . . . . . . . . . . . . Modifying a status . . . . . . . . . . . . . . . . . Answered Status . . . . . . . . . . . . . . . . . . Applying an autoresponse template to a status . Creating templates. . . . . . . . . . . . . . . . . . . Associate a template with a status . . . . . . . . Modifying a template . . . . . . . . . . . . . . . Template macros . . . . . . . . . . . . . . . . . . . File attachments . . . . . . . . . . . . . . . . . . . . Sample message templates . . . . . . . . . . . . . . Example message template . . . . . . . . . . . . Example status template . . . . . . . . . . . . . Example autoresponse loop detection template Example rejection template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 84 84 85 86 87 87 88 88 88 89 90 91 91 91 92 92 93 94 94 95 95 96 96 96 96 98 98 99 99 99 100 101 101 102 104 104 106 106 107 Avoiding an email auto response loop . . . . . . . . . . . . . . . . . . . . . . . . . . . Formatting email text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Changing the message format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Formatting an HTML email message . . . Formatting message text . . . . . . . Aligning text . . . . . . . . . . . . . . Changing the font colors . . . . . . . Creating a bulleted or numbered list . Inserting an image . . . . . . . . . . . Email accounts. . . . . . . . . Adding an email account . General tab . . . . . . . Outgoing Email Server Incoming Email Server Templates tab . . . . . Filter tab . . . . . . . . Miscellaneous tab . . . Testing an email account . Creating Email filters . . . Deleting an email account. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Email approval process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Create a routing hint for email approval . . . . . . . . . . . . . . . . . . . . . . . . Create an approval workgroup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IC Administration Volume 1: Servers & Domains May 2009 5 Create an approval queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Create agents for the approval workgroup . . . . . . . . . . . . . . . . . . . . . . Configure the IC Email server to analyze outbound emails . . . . . . . . . . . . . Chapter 5: Additional configuration options . . . . . . . . . . . . . . . . . . . . . . . . . Creating new records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Changing records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Deleting records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Default properties . . . . . . . . . . . . . . . . Chat table folder . . . . . . . . . . . . . . . CIRS record properties . . . . . . . . . ICM record properties . . . . . . . . . . Resource Manager table folder . . . . . . . Telephony table folder. . . . . . . . . . . . ACD Name record properties . . . . . . Link Group record properties . . . . . . TS Group record properties . . . . . . . Voice Chat table folder . . . . . . . . . . . IPGateway record properties . . . . . . Voice Media Manager record properties Website table folder . . . . . . . . . . . . . WorkFlow table folder . . . . . . . . . . . . Agent Search record properties . . . . RoutingHint record properties . . . . . VoiceChat record properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108 109 109 111 112 113 113 114 114 114 115 118 118 118 119 119 119 119 120 121 123 123 124 125 127 129 130 131 132 133 133 134 135 136 137 139 140 141 Chapter 6: Using Content Analyzer for automated email processing . . . . . . . . . . . . Setting up Content Analyzer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Customizing the display of warning messages . . . . . . . . . . . . . . . . . . . . Designing the topic trees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating topic trees . . . . . . . . . . . . . . Working with topics . . . . . . . . . . . . Copying, moving, and deleting topics Assigning samples to topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Working with samples . . . . . . . . . . . . . . . Tagging samples and creating sample sets . Creating a list of samples . . . . . . . . . . . Associating topics and creating sample sets Creating individual samples . . . . . . . . . Working with Knowledge Bases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 IC Administration Volume 1: Servers & Domains May 2009 Creating a Knowledge Base. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Training a Knowledge Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Interpreting training results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Validating a Knowledge Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146 Interpreting validation results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148 Using the precision and recall scores to verify the accuracy of the Knowledge Base 148 Putting the validated Knowledge Base into production . . . . . . . . . . . . . . . . . Maintaining your Knowledge Bases . . . . . . . . . . . . . . . . . . . . . . . . . . . . Updating topic trees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Synchronizing a Knowledge Base . . . . . . . . . . . . . . . . . . . . . . . . . . . Maintaining your samples and sample sets . . . Examining sample sets . . . . . . . . . . . . Creating new sample sets from existing sets Removing sample sets . . . . . . . . . . . . Removing samples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150 152 152 154 155 155 156 157 158 159 160 160 161 161 162 162 162 162 162 163 163 163 163 165 166 167 167 167 168 169 170 170 Chapter 7: Avaya IC Report Wizard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the Avaya IC Report Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . The Report Wizard interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Displaying detailed contact information . . Contact tab . . . . . . . . . . . . . . . . Contact group . . . . . . . . . . . . Media Interaction group . . . . . . . Routing Event group. . . . . . . . . Task Performed group. . . . . . . . Retrieving basic contact information. . Retrieving contacts by answer time Retrieving contacts by Media Type . Retrieving contacts by VDU ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Specifying what data the Report server collects . . . . . . . . . . . . . Core Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reference Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . The Mapping specification . . . . . . . . . . . . . . . . . . . . . . . Creation rules table . . . . . . . . . . . . . . . . . . . . . . . . . Field expressions table . . . . . . . . . . . . . . . . . . . . . . . Customizing the data model . . . . . . . . . . . . . . . . . . . . . . Difference between the EDUID stored in Report Server and DUStore Modifying creation rules and field expressions . . . . . . . . . . . . . . . . . . . . . . Creation Rules tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IC Administration Volume 1: Servers & Domains May 2009 7 Field Expressions tab . . . . . . . . . . . Viewing and creating rules and expressions Field expression functions . . . . . . . . . . Complex Expressions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171 172 173 174 177 178 179 179 179 180 180 180 181 181 181 182 182 182 183 183 183 183 183 184 184 184 185 185 186 186 186 187 188 189 189 190 190 Appendix A: Database tuning and maintenance . . . . . . . . . . . . . . . . . . . . . . . Consulting a qualified database administrator . . . . . . . . . . . . . . . . . . . . . . Database tuning guidelines . . . . . . . . . . . . Database table growth rates . . . . . . . . . Consequences of table growth . . . . . . Strategies for table growth . . . . . . . . Tables to watch in IC Repository . . . . . Tables to watch with Email Management Database queries . . . . . . . . . . . . . . . Strategies for frequent database queries Queries to watch . . . . . . . . . . . . . . Transaction logs . . . . . . . . . . . . . . . . Recommended transaction log mode . . Strategies for transaction logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Database maintenance . . . . . . . . . . . . . . . . Scheduling maintenance procedures . . . . . . Using database tools to check performance . . Frequency of performance checks . . . . . . Reacting to changes in performance metrics Creating a backup strategy . . . . . . Backup responsibilities . . . . . . Types of backups . . . . . . . . . Minimum frequency of backups . Recommended backup strategies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating a purging strategy . . . . . . . . . . . . Considerations for a purging strategy . . . . Recommended criteria for purging strategy . Running optimization procedures . . . . . . Relationships between database tables . . . Historical contact data . . . . . . . . . . . . Email contact data . . . . . . . . . . . . . . . Chat contact data . . . . . . . . . . . . . . . Related documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 IC Administration Volume 1: Servers & Domains May 2009 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ADU tab . . . . . . . . . . . . . . . . . . . . Debug tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CAAdmin (Content Analyzer Administration) server General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Debug tab. . . . . . . . . . . . General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Alarm tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Debug tab. . . . . . . . . . . Blender server . . . . . . . . . . . . . General tab . . . . . . . . . . . . . . . . . . . . ADU (Agent Data Unit) server General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Debug tab. . . . . . . . . . . . . . CAServer tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CA (Content Analyzer) server General tab . . . . . . . . . . Persistence tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Appendix B: Server configuration reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Watch tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Debug tab. . . . Configuration tab Debug tab. . . . . . . . . . . . General tab . . . . . . . . . . . . . . . . . . . . Alarm server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CAAdmin tab . . . . . . . . . . . . . . . . . . . . . Data server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . General tab . . . . . . . . . . . . . . . . . . . Before configuring servers . . . . . . . . . . . . . DataServer tab IC Administration Volume 1: Servers & Domains May 2009 9 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuration tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . General tab . . . . . . . . . . . . . . . . . . . . . . . . . . 191 193 194 194 195 200 201 201 202 202 202 203 205 206 206 206 207 208 208 209 210 211 211 212 213 213 213 214 214 215 216 217 217 217 218 219 219 219 220 Attribute server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Advanced tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ComHub server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ComHub tab Debug tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Attribute tab Debug tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Blender tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Debug tab. . . . . . . . . . . . . . . . . . . . . . . . . . .DataServer tab for IBM DB2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . General tab . . . . . . . DataServer tab for ODBC . . . . . . . . . . . . . . . . . . . . . . . General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Event Collector server . . . . . . . . . . . . . . . . . Directory server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Email server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . EAI Workflow server . . . . . . . . . . . . . . . . . . . Advocate tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . General tab . . . . . . . . . Debug tab. . . . . . . . . . . . . . . . . . . . . . . . . . Event Collector Bridge tab Debug tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . General tab . . . . . . . . . . . . . . . . . . . . . . . . . . Event Collector Bridge server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . EDU (Electronic Data Unit) server General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Persistence tab. . . . . . . EDU tab . . . . . . . . . . . . . . . DUStore tab Debug tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . 220 221 223 225 227 227 227 228 229 229 229 230 230 231 231 231 232 232 233 238 239 240 240 241 242 243 243 243 243 244 244 244 245 246 246 247 248 248 249 EAI server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . Directory tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . DataServer tab for MSSQL Server DataServer tab for Oracle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . EventCollector tab . . . . . . . HTTPConnector tab Debug tab. . . . . . . . . . . HTTP Connector server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . HttpVOX server . . . . . . . . . . . . . . . . . . . . . . . . HttpVOX tab Debug tab. . . . . . . . . . . . . . EAI Email server . . . . . . . . . . . . . . 10 IC Administration Volume 1: Servers & Domains May 2009 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . DUStore server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Debug tab. . . General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . General tab . . . . . . . . . . . . . . . . . General tab . . . . . . General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Report tab . . . Long polling . . . . . . . . . . . . . . . . General tab . . . . . . . . . . Short polling . . . . . . . . . . . . . . . . . . . Poller tab . . . . . . . . . . . . . . . . . General tab . . . . . . . . . . . . . . . . . . . . . . . .ICEmail tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Paging server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuration tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Polling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Debug tab. . . . . . . . . . . . . . . . . . . . . . . . . JavaAppBridge tab . . . . . . . . . . . General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Debug tab. . . . . Debug tab. . . . . . . . . . . . . . . . . . . . . . . . License server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Paging tab . . . Configuration tab Debug tab. . . . . . . . . . . . . . . . . . . . . Debug tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ORB tab. . . . . . . . . . . . . . . . Debug tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Java Application Bridge server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Resource Manager tab. . . . . . . . . . . . . . . . . . . . . . . . . Poller server . . . . . . . . . . . . . . . . . . General tab . . . . . . . . . . . . . . . . . . . . . License Server tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Debug tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Advanced tab. . . . . . . . IC Administration Volume 1: Servers & Domains May 2009 11 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . General tab . . . . ORB server . . . . . . . . . . . . . . . . . . Resource Manager server . . . . Notification server . . . . . . . . . . . . . . . . . . . 249 251 252 252 254 256 257 257 257 258 259 260 260 261 263 263 263 264 265 265 266 266 267 267 267 268 269 269 269 270 271 271 271 273 273 274 274 274 275 275 Report server. . . . . . . . . . . . . . . . . . . . . . Notification tab . . . . Debug tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Debug tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Debug tab. . . . . . . . . . . . TSQS tab for Nortel Symposium Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . VRU tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuration tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . SiebelASIS server . . . . TS tab for Aspect CallCenter . . . . . . . . . . . . . . . . Hetero-switch tab . . . . . . . . . . . . . . . . . . . . . . . . VOX server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuration tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Debug tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . TS tab . . . . . . . . . . . General tab . . . . . . . . . . . Debug tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuration tab . . . . . . . TS tab for SIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . TS tab for Nortel Meridian Link . . . . . . . . . . . . . . . . . . . . . . . . . . . TSQS tab . . . . . . . . . . . . . . . . . . . . VOX tab . TS tab for Avaya Communication Manager (CM) Configuration tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . TSQS tab for Cisco CCM . . . . . . . . . . . . . . . . TSQS tab for Avaya Communication Manager (CM) TSQS tab for Aspect CallCenter . . . . . . . . . . . . . . . . . . . . . . 276 276 276 277 277 278 279 283 285 290 290 294 294 298 299 303 307 309 309 310 311 311 311 312 313 314 315 317 319 321 322 322 323 324 325 325 325 331 332 332 Telephony Queue Statistic servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . SiebelAICD server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . General tab . . . . . Configuration tab . . . . . . . . . . . . . . . . . . Configuration tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .SiebelAED server . . . . . . . . . . . General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . TSQS tab for Nortel Meridian Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . TSA tab . . . . . . . . . . . . . Configuration tab Debug tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 IC Administration Volume 1: Servers & Domains May 2009 . . . . . . . . . . . . . TS (Telephony) servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . TSA (Telephony Services Adaptor) server . . . . . . . . . . . . . . . . . . . . . . TS tab for Cisco CCM . . . TS tab for Nortel Symposium . . . . . Advocate tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Avaya Agent desktop client logs . . . . . . . . . . . . . . . . . . . . . . About activity and error logs . . . . . . . . . . . . . Workflow server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Additional troubleshooting information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . WACD tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuration Tool settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About debug levels . . . . Avaya Agent Web Client logs . . . . . . . . . . . . . WebACD server . . . . . . . Avaya Agent Web Client log customization . . . Appendix C: Typing special characters . . . . Debug tab. . . . Avaya IC server logs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . VESP logs . . . . . . . . . . . . . . . . . . . . . . . . . . . WSCallback tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . WorkFlow tab. . . . . . Avaya Agent Web Client log retention . . . . . . WAA tab . . IC Administration Volume 1: Servers & Domains May 2009 13 . . . . . . . . . . . . . . Advocate tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Debug tab. . . . . . . . . . . . . . . . . . . . . Channels tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Avaya Agent Web Client application logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . General troubleshooting information Acquiring system information . . . . . . . . . . . . . . . . . . . . . . . Controlling Avaya Agent Web Client client-side logging Avaya Agent Web Client installation logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .WAA (Web Advocate Adaptor) server General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Debug tab. . . Appendix D: Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuration tab Debug tab. . . . . . . . . . . . . . . . . . . . Avaya IC logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Recommended server parameter settings . . . . . . . . . . . . . . . . . . . . . . . . . . . 333 333 333 335 336 336 336 339 339 341 342 342 343 344 345 345 346 349 351 353 356 359 363 364 364 365 365 365 366 366 366 367 367 368 368 368 369 370 Web Scheduled Callback server General tab . . . . . . . . . . . . . . . . . . . . . . . . Voice device deleting problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 IC Administration Volume 1: Servers & Domains May 2009 . . . . . . . . . . . . .temp for Write . IC Manager problems . . . . . . . . . . . . . . Blender server problems . . . . . . . . . . . . . . . . . . . . . . . . . . <WorkflowServerName>. . . . . . . .IC Manager logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Testing the connection to a Definity switch Unable to Connect to Database . . . Cannot assign properties to IC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Servers failing without generating alarms . . . . . . . . . . . . . Failed to Initialize DB . . . . . . . . . . . . . . Avaya Agent instability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ADU server problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 370 371 375 375 376 377 377 377 377 378 378 378 379 379 379 380 380 381 382 383 383 384 384 384 385 385 385 385 386 386 386 386 387 387 387 387 388 389 389 389 Setting trace levels for an agent . . . . . . . . . . . . . . . . . . . . . Error in F_Open_Direct_Connection . . . . . . . . . . . . . Could Not Encode UUID . . Server problems . . . . . . Email templates are not displayed . . . . . . . . . . Solaris telnet problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Properties not displayed for an agent . . . . . . . . . . . . .imp file not found . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . [Service|Server] Not Available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server Communication Failed . . . . . . . . . . . . . . No Listing for Home Server for that VDU . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Cannot Open ds. . . . . . . . . . . . . . . . . . . . . Cannot Request of DUStore (Losing ADUs) . . . Server failover problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Interpreting log files . . . . . . . . . . . . . . . . . . . . . Implementation Not Found . . . . . . . Lost Connection to the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Unable to Create Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . General failover issues . . . TS Service Is Not Available . . . . . IC Manager error messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Time Out . . . . . . . . . . . . . . . . . . . . . . . . Working directory is not set . . . . . . vesp. . . . . . . . . . . . . . . . . . . . . . . . . Directory Server issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . Alarm Monitor does not pop up. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Enabling client connection logging Disabling client connection logging . . . . . . . . . . . Servers dying or failing to start. . . . . . . . . . . . . . . . . . . .Run Request Failed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Debugging steps for failed escalations and actions . . . . . . . . . . . . . . . . Troubleshooting the Java Application Bridge . . . . . . . . . . . . . . . . . Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . EDU server problems . . . . . . . . . . . . . . . . . . . . . . . . . . . TS Queue Statistics server problems . . . . . . . . . . 390 390 390 391 391 391 391 393 393 393 394 396 396 397 397 398 398 399 400 401 402 403 405 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Can’t open ds. . . . . . . . . . . . . . . . . . .Directory Server problems . . . . . . . . . Avaya Agent Web Client problems . . . . . . . . . . . . . . . . . . . . Troubleshooting agent issues with the Java Application Bridge Troubleshooting agent login issues . . . . . . . . . . . Telephony Server problems. . . . . . . . . . . . . . . . . . . ds. . . . Troubleshooting general Avaya Agent Web Client issues . . . . . . . . . . . . . . . . . . . . . . . . . Agent becomes unavailable when email with large message body arrives Notification server problems . . . . . . . . . . . . . . . . IC Email server problems . . . . . . . . . . . . . . . . . . . . . . . .tmp for write alarm . . . . . . . . . . Report server problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . going into readonly alarm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .ffd file is out of sync . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ADU and EDU request problems . . . . . . . . . . . . . . . . . . . . . Email logs . . . . . . . . . . . . . . . . . . Workflow server problems . IC Administration Volume 1: Servers & Domains May 2009 15 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Index . . . . . . . . . . . . . . Logging for Avaya Agent Web Client. . . . . . . . . . . . 16 IC Administration Volume 1: Servers & Domains May 2009 . The audience for this guide includes: ● ● ● ● Application consultants Integration consultants Avaya BusinessPartners Customers IC Administration Volume 1: Servers & Domains May 2009 17 . deleting. You should use this guide as an information source for adding. This guide describes domain and server administration using IC Manager. Audience This guide is intended primarily for the customers using Avaya Interaction Center. and monitoring IC servers on your Avaya IC system.Preface This section contains the following topics: ● ● ● ● Purpose on page 17 Audience on page 17 Related documents on page 18 Availability on page 18 Purpose The purpose of this guide is to provide detailed information about Avaya Interaction Center (IC). modifying. Related documents The following IC documents are related to IC Administration Volume 1: Servers & Domains: ● ● ● ● ● ● IC Administration Volume 2: Agents. & Queues Agent Data Unit Server Programmer Guide Core Services Programmer Guide Electronic Data Unit Server Programmer Guide IC Telephony Connectors Programmer Guide IC Integration with VP/IR Availability Copies of this document are available on the Avaya support Web site. 18 IC Administration Volume 1: Servers & Domains May 2009 . ● There is no charge for downloading documents from the Avaya Web site.com/ support. http://www. Customers.avaya. or the behavior of the agent’s applications. A domain specifies which servers work together. Properties Device Server Site IC Administration Volume 1: Servers & Domains May 2009 19 . and the Directory server maintains an accurate list of agents and servers on the system. An Avaya IC system accesses the database to retrieve the property settings. e-commerce software. Properties can be used to define the colors displayed on a workstation. the properties are stored in the Avaya IC database. workgroups. tenants. several servers must interact to handle the contact. Customers are routed to the best resource at the contact center and the details of their transactions are recorded and stored by Avaya IC. A channel specific queue. A set of servers that work together to service requests. (Agents are sometimes called Customer Support Representatives). and ACD (automatic call distribution) telephone switches. email. IVR (interactive voice response) units. servers. Customizable settings assigned to the Avaya IC environment. These connectors link the different media systems to the Avaya IC Engine to provide a single point of control across all of the channels. Avaya IC includes a set of media connectors that link to email systems. The system administrator should understand the following terms as they are used on the Avaya IC system: Term Agent Domain Definition The individual who receives and handles contacts at the contact center. the Telephony server is responsible for receiving messages from the telephone switch and passing the information along to other servers. or a parking area. After assignment. When a contact enters Avaya IC. linking. and call flow optimization. When contacts are placed in a queue. The software that performs functions in Avaya IC. or queues. For example. chat. a virtual queue.Chapter 1: Administration overview Avaya Interaction Center (Avaya IC) is a complete multi-media system that enables the contact center to route and manage transactions across multiple channels including voice. they are held indefinitely until an agent becomes available. or agents. To support all of these channels. Avaya IC uses the site information when it makes routing decisions. they are routed to the next available agent. and web based e-commerce. The physical location of agents. When contacts are placed in a parking device. the shape of the buttons. Agents are assigned to domains to determine the servers that will service their requests. In a set. Tenants are usually organizations within your company. and content resources. A set of agents or queues grouped together so that the administrator can view pertinent information about them in the context of the group. A set of two identical servers grouped together to achieve the redundancy. An agent or queue can belong to multiple tenants. You can create separate groups for two IC Email or two WebACD. For example. agents can be grouped based on the type of contacts they handle or by their department name. queues. A tenant is used to define the security and administrative boundaries around data. or two Poller servers. one server acts as a primary server and the other server as a secondary server. they can be the individual companies that use your services. but a workgroup can only belong to a single tenant.Term Tenant Definition A set of workgroups organized around a particular business function. Workgroup Cluster This section contains the following topics: ● ● ● ● Determining the structure of Avaya IC on page 21 Implementing Avaya IC structure on page 21 Overview of IC Manager on page 23 Avaya IC administration tasks on page 28 20 IC Administration Volume 1: Servers & Domains May 2009 . but if you outsource webhosting services. so it makes sense to define your domains before you define your agents. The first time you use this account to login in to Avaya IC Manager after your database has been configured. must be installed. Tip: Implementing Avaya IC structure Once you have decided the structure of your Avaya IC environment. see Overview of IC Manager on page 23. domain. The interconnected nature of Avaya IC makes it both powerful and complex. emails. For details. Select Start > Programs > Avaya Interaction Center 7. or chat requests come into your contact center. see your System Administrator. For details about the IC Manager interface. configured. specifically the ORB server. see Changing the administration password on page 29. Otherwise you would have to assign all of your agents to the default domain and move them later.2 > IC Manager. Password: admin). For details. For detailed instructions. see IC Installation and Configuration. faxes. as each element builds on the ones before it.Determining the structure of Avaya IC Before you begin working with the Avaya IC software. and only one. If your ID does not have administrator privileges. Note: To begin using IC Manager 1. you should plan the implementation of the system and how it should behave when telephone calls. an agent must be assigned to one. The program displays the IC Manager Login dialog box. Note: IC Administration Volume 1: Servers & Domains May 2009 21 . the Alarm server. and running before you can run IC Manager. Tip: For example. your Windows logon ID must have administrator privileges on a computer running IC Manager. Note: In order to use IC Manager. and the Directory server. you can implement that structure using IC Manager. enter your login ID and password. If you already have a user account with at least minimum required security privileges. you must change the default password for security reasons. Note: The Contact Engine servers. see Setting agent security information on page 96. If user accounts have not yet been set up. 2. use the out-of-the-box administrative account (login ID: Admin. then click OK. If you have entered correct user name and password. You can implement the required structure by: Note: Before you can configure agent. the database must be created and seeded as described in the IC Installation and Configuration guide. and Directory servers are running. ensure that ORB. or workgroup administration. tenant. Note: 22 IC Administration Volume 1: Servers & Domains May 2009 . If login is unsuccessful.If the login is successful. check your user name and password. the main IC Manager main window appears. Alarm. The main IC Manager window displays information about the servers. and monitor the activities of servers. Codes. delete. and devices in Avaya IC. Toolbar 3. configurations. Status Bar 7. The default user account. Toolbar: Contains buttons for frequently used menu options. Left Pane 7 5. codes. IC Administration Volume 1: Servers & Domains May 2009 23 . and devices. and devices on Avaya IC. Menu Bar 2. configure. The amount of information IC Manager displays is based on your security privilege. IC Manager lets you start and stop Avaya IC servers. 1 2 3 4 5 6 1. agents. Users with less privileges can only see a subset of options. With IC Manager. agents. has full access to all options on all screens. Tabs 4. Alarm Summary The IC Manager window consists of: Menu bar: Contains menus that list the IC Manager options. Admin. Right Pane 6.Overview of IC Manager IC Manager is an administration and system management tool that lets you manage. and modify information for agents. You can also configure the channels that are used by the agents to handle contacts. The information presented in this manual assumes that you have access to all options. Configuration. and monitor the components of Avaya Interaction Center (Avaya IC). (You can also create user-defined tabs as described in Customizing IC Manager on page 25. Some buttons will be unavailable based on the current pane selections. or Devices. Agents. you can add. Tabs: Lets you display the manager screens for Servers.) Select the appropriate tab to display the desired manager dialog. The list of available menus changes based on the selected tab. servers. then the right pane shows only the servers in that domain. (In the example above. such as Working or Ready. so the left pane shows a tree view of all the domains defined in Avaya IC. (In the example above. An Alarm Summary that informs you of messages from Avaya IC. Option selection methods There are several ways to perform a task in IC Manager. For example. Whenever an alarm is raised in Avaya IC. this manual describes the most convenient method to perform a task. The description of the alarm message is also displayed on the Status Bar. All Domains is selected in the left pane. If a single domain is selected. so information about the servers in all of the domains is listed in the right pane.) The right pane contains details about the element selected in the left pane.Left and Right panes: Displays information for the selected manager. An alarm is a message alerting you to an unexpected situation. The left pane contains a tree structure that shows the elements within the selected manager. or double-click the server name. Tip: ● Whenever there is network communication (when IC Manager communicates with Avaya IC Engine server) a network icon is displayed next to the alarm monitor. see Monitoring alarms on page 35. such as a server becoming unavailable. For details. click Edit on the toolbar. Tip: You can display the Alarm Monitor dialog either by clicking the Alarm Summary button on the toolbar of by accessing Alarm Monitor from the Tools menu. Sorting and resizing columns You can change the way IC Manager displays the information on a tab by sorting or resizing a column. to edit a server definition you can right-click and select Edit. You can: ● ● ● Sort a column in ascending order by clicking on a column header Sort a column in descending order by holding Shift and clicking on a column header Resize of the columns by dragging the column heading borders.) Status bar: Notifies you of various activities: ● ● The current state of IC Manager. Where multiple options are available. The information it displays depends on the type of element selected. the Server tab is selected. 24 IC Administration Volume 1: Servers & Domains May 2009 . the graphic on this button changes to alert you. This lets you select non-contiguous items. such as a list of agents in the Agent Manager. Select an item and then hold down the Ctrl key while clicking on additional items. To customize the IC Manager window 1. Tip: If you select a large number of agents in multi-edit mode. This selects all of the items between the first and second item that are selected. Therefore. you need to log in to each system and perform the customizations manually. or native O/S executable files. it can take IC Manager several minutes to process record change requests.Selecting multiple items While viewing a list of items. If you login with the user name Admin and customize IC Manager. Avaya recommends that you process agents in smaller groups to improve overall performance. Select Tools > Customize. you can add toolbar buttons to IC Manager that let you launch and manage Java components. Note: IC Manager maintains the customizations on a per-user name. you must log into IC Manager and perform the customization steps for each user name separately. if you want the user name Admin to have the same customizations on several different systems. 2. Select an item and then hold down the Shift key while clicking on a second item. When you add a Java component. you can also add a new tab to IC Manager that lets you manage the component directly. The Customize dialog box is displayed with a list of applications that you have already added. Click the Create new external tool button. Java frames. ● Tip: Customizing IC Manager Using the Customization option. IC Manager may not respond to any other requests. During this time. you can select multiple items in the list in the following ways: ● Shift + click. Hold the mouse pointer on a button to display the tooltip. Additionally. then a person logging in with the user name Supervisor can not see those customizations. if you want a particular customization to be available to several different users. per-computer basis. Control + click. Note: IC Administration Volume 1: Servers & Domains May 2009 25 . 7. select Manager > Save to commit the change to IC Manager. Not all Java components can be added to this tab. or an Executable. You can also lock the IC Manager system by selecting Manager > Lock. The class must exist in your class path. You can select Java Component. 4. Enter the name in the Name field. In the main IC Manager window. Exiting IC Manager To end the IC Manager session 1. For an Executable.3. You have to click the Lock button on the toolbar to lock the IC Manager system. Locking IC Manager You can prevent an unauthorized access to the IC Manager whenever the system is left running and unattended. 2. 5. Discard your changes and return to IC Manager without adding the component by clicking Cancel. Note: In IC Manager. you can create new tab for a Java Component by selecting the Add to tab panel check box. ● 8. you can unlock it by entering the correct admin password. Select Manager > Exit. enter the path of an executable file in the Executable field and enter the arguments that are required for an executable in the Arguments fields. 26 IC Administration Volume 1: Servers & Domains May 2009 . The name appears on the button or the tab. Java Frame. enter the class name in the Class field. The class name is applicable if you are adding a Java Component or Java Frame. Add the new component but keep the Customize dialog open and available by clicking Set. From the drop-down list. 6. Click Yes. At this point you can: ● ● Note: Add the new component and return to the main IC Manager window by selecting Ok. For a Java Component or a Java Frame. Once the IC Manager system is locked. select the type of application that you want to add. which displays the name and version of the IC Manager. ! CAUTION: CAUTION: Simultaneous administration of servers. IC Manager does not lock that record. and Directory server tables in more than one IC Manager can cause corruption of configuration files and loss of configuration data. For example: ● ● Only use one instance of IC Manager at a time to administer servers. Note: The Help button displays the online help for the current window. you can access Alarm Monitor by selecting Tools > Alarm Monitor. If you plan to have more than one instance of IC Manager. which displays information about the IC server alarms. Help entry for the currently selected tab in IC Manager. Note: Running multiple instances of IC Manager IC Manager does not support concurrent administration. which displays the administration information about Avaya IC Manager. This option is available in the Help menu of the Alarm Monitor window. and assign the appropriate permissions to the login ID for that administrator. ● IC Administration Volume 1: Servers & Domains May 2009 27 .Getting help You can access online help either through the Help menu or through the Help toolbar button. Another administrator can open and update the same record. The Help menu contains: ● The Help Topics option. Even if different records are updated. You can access the complete IC Manager help through this option. Do not allow administrators to log in to more than one instance of IC Manager with the same login ID and password. The IC Manager online help is displayed in a Web browser that is default to your system. Determine which Avaya IC elements an administrator can update. you must clearly define the administrative policies for Avaya IC. In the IC Manager. ● Note: ● ● The About IC Manager option. domains. The Alarm Monitor Help option. such as a server or agent record. Note: This entry is optional and it appears for the tab for which the help is available. When an administrator selects and updates a record. data corruption can occur. To run multiple instances of IC Manager. 28 IC Administration Volume 1: Servers & Domains May 2009 . you need to select Manager > Save. the program must be installed separately on each of the administrator’s machines. You can access the latest changes by selecting Manager > Refresh. For installation instructions. so each installation must be performed separately. IC Manager is not notified of changes that are made by other running instances of IC Manager or Avaya Agent Web Client. If you exit IC Manager without saving the updated settings. Currently. see IC Installation and Configuration. You should set up a site for each physical location in your company so that Avaya IC can use that information when making routing decisions. Note: Managing sites A site is a physical location that agents or servers can occupy in your Avaya IC environment. Avaya IC administration tasks The following tasks affect the performance of Avaya IC: ● ● ● ● ● ● ● ● ● ● ● Managing sites on page 28 Changing the administration password on page 29 Backing up and restoring server configuration information on page 30 Setting database connection information on page 32 Setting IC Manager log levels on page 33 IC Manager log file maintenance on page 33 Setting environment information on page 34 Monitoring alarms on page 35 Resetting the system time zone on Avaya IC systems on page 36 Tuning and maintaining your Avaya IC database on page 36 Configuring clusters on page 37 Note: If you want to save your configuration settings. IC Manager restore the earlier settings. There is currently no mechanism to perform multiple installations at one time. To change the IC Manager password 1. In the IC Manager window click the Agent tab. The selected site is deleted from the list. Select a site from the list and click Edit. you need to change the default password for the Admin account. Edit Site To edit a site 1. The new site is added in the list. Select Tools > Site. Edit the name and description for the selected site. Changing the administration password To ensure the security of the system. Ensure that you are deleting the correct site and click Ok. Click Ok. The default Admin account will be prompted the first time you log in. The updated site appears in the list. 2. The Site Editor window opens. Click Ok. Delete Site To delete a site 1. 3. The Site Editor window opens. The Site Editor window opens. 2. 3. Select a site from the list and click Delete.Create Site To create a site 1. IC Administration Volume 1: Servers & Domains May 2009 29 . Select Tools > Site. 2. 3. Click New and enter the name and description for the new site. You have to change the password the first time you log in to IC Manager after your database is configured. Select Tools > Site. Tip: These backup procedures only save server information. Tip: 30 IC Administration Volume 1: Servers & Domains May 2009 . Enter the new password in the Password and the Confirm fields. double-click the Login Id Admin. 6.ffd on its local computer. see IC Administration Volume 2: Agents. The new password takes effect the next time you login to the IC Manager.2. In the right pane. Customers. The directory server writes the server information to a repository file called IC_INSTALL_DIR\IC72\etc\ds. select IC > Administrators. Avaya recommends that you create a backup copy of the Directory server’s repository file after configuring the servers. 4. 5. 3. Click the Security tab. so it is recommended that you also backup the database. The Admin@User1 window opens. & Queues. Note: You can not keep the Password field blank. Consult with your database administrator to perform backup procedures on the database. For details about Agent/Security password properties. Note: Backing up and restoring server configuration information Because the Directory server provides access to all data. User1 is the domain name for the Admin user. and that you continue to do backups on a routine basis. Click Ok. it keeps track of all server configuration settings entered in IC Manager. In the left pane. double-click the parent Directory server (marked with an asterisk [*]). In the Backup field. 6. Note: All configuration changes since your last backup will be lost. Note: IC Administration Volume 1: Servers & Domains May 2009 31 . The file must be in the home directory of the Directory server (default: IC_INSTALL_DIR\IC72\etc). In the IC Manager window. In the left pane. In the right pane. In the right pane. 4. 5. 7.ffd is a reserved filename in the Avaya IC system. 6. Note: Restoring the Directory server To restore the Directory server from a previously created backup directory file 1. 3. you need to enter a name other than ds. IC Manager creates the backup file on a computer running the parent Directory server. 2. Click OK. In the left pane. Click the Directory tab. Click the Directory tab. click the Server tab. enter the backup filename. Click Ok.Backing up the configuration file of the Directory server To back up the configuration file of the Directory server 1. 5. Therefore. The default directory for backup file is IC_INSTALL_DIR\IC72\etc. Enter the previously created backup filename in the Restore field without the FFD extension. 4. IC Manager automatically adds an FFD extension to the specified filename. Click Start. double-click the parent Directory server (marked with an asterisk [*]). Click Start. The Directory@Default window opens. select the All Domains node. click the Server tab. Note: The name ds. 2. select the All Domains node. 7. In the IC Manager window. 3. see the IC Database Designer Application Reference.Setting database connection information Database connections define the properties needed to access a database through an Avaya Data server. You use the data source connection name when you define a table to let Database Designer and the application know where the table is located. Note: The right pane presents a tree view listing all of the data sources and their associated connections and connection sets. To display database connection information. Select any element to view its details in the left pane. To make sure you are viewing the most recent database connection information. 32 IC Administration Volume 1: Servers & Domains May 2009 . Note: If the administrator changes the database connection information in Database Designer while you are running IC Manager. those changes will not be reflected in IC Manager automatically. Each connection set contains one or more of the data sources used in the application. A connection set links the data sources with the physical database connections. select Tools > IC Data Sources. select Manager > Refresh. IC Manager displays the IC Data Sources dialog box. the IC Data Source Connections dialog box displays the connection and connection set information for all of the databases defined in your application ADL file through Database Designer. For details about creating connections and connection sets. If you need to access tables from more than one data source in your application. such as the application database and IC Repository. In IC Manager. include a connection for each data source in your connection set. Each database connection represents one data source where the tables used by an application are located. The scale of severity level ranges from 0 (the least) to 4 (the most logging done). 4.log CtiNmi. 5. see in Note: IC Manager log file maintenance IC Manager logs do not write over themselves when they get to a certain size. The following IC Manager logs reside in the IC_INSTALL_DIR\IC72\logs subdirectory: ● ● ● ● General_<username>. Note: For information about changing the logging level for an individual server. 2. more detail information is stored in the log file. IC Administration Volume 1: Servers & Domains May 2009 33 . You should use the Windows File Explorer to periodically delete the IC Manager logs to avoid any problems.Setting IC Manager log levels You can set the logging level according to which IC Manager writes to its log files. To set the logging level 1.log Admin. In the IC Manager. see . Click Ok. they continue to grow until you delete them or until they run out of disk space.log. Click the Logging tab.log For information about interpreting logs. select the severity level. From the Logging type drop-down list. 3. ! CAUTION: CAUTION: Increasing the logging of activity on Avaya IC may degrade the system performance. The higher the level you set. Select the Enable logging check box. Instead. ICManager_<username>. select Manager > Options. You should use minimal logging unless you encounter problems with Avaya IC. The default file is: IC_INSTALL_DIR\IC72\ etc\sc.xml. Click this button to import a saved XML configuration file. Specifies the browser to be used for Web services. Timer (minutes) Browser Import Configuration Export Configuration 34 IC Administration Volume 1: Servers & Domains May 2009 . Systems with an incorrectly configured DNS environment can experience a significant slowdown as IC Manager tries to resolve the hostname of an IP address. To enable or disable the hostname resolution. you do not need to select a browser in this field. or reload configuration options by selecting Manager > Options and clicking the Environment tab. Determines how frequently IC Manager performs such activities as server status pings. you have to select or clear this check box. export. If the default browser on your system is Internet Explorer. IC Manager performs a host information search on the servers that are running Avaya IC services to convert their IP addresses to hostnames.Setting environment information You can set the Avaya IC environment options and import. The configuration file contains the settings for the servers in the Avaya IC system. This option enables you to disable the Hostname resolution process to conserve system resources. Click this button to export the current configuration settings in an XML file. The available options are: Option Hostname Resolution Description By default. Click Ok. Selecting this menu item toggles between the two display modes. To select domains 1. (If this option is not available. 4. When IC Manager receives an alarm message. 2. (If you want each instance of an alarm to be individually listed. It also displays the alarm message besides the icon. select Options > Filter Duplicates. you must re-synchronize IC Manager and the Alarm servers by selecting Alarm > Re-monitor. These alarms alert you to unusual situations or provide additional information.) You can display a subset of alarms by selecting either one or more domains or host systems (systems on which servers are located) to be monitored. From the Alarm Monitor. select Alarm > Domains. From the Alarm Monitor. Enter the names of the hosts to be monitored and click Ok. To remove domains 1. From the Alarm Monitor. 4. select the domain that you want to add and click Add. IC Manager begins monitoring alarms from only the selected domains. IC Manager begins monitoring alarms from only the selected domains. 3. To view alarms and change alarm settings.) Alarms are displayed in reverse chronological order with the most recent alarms displayed at the top in the list. To remove a domain. 3. You can add all the domains by clicking Add All. From the Available Domains list. the first column displays the number of times the alarm has been received. you may not have the correct security privileges. In the Selected Domain list. IC Administration Volume 1: Servers & Domains May 2009 35 . Click Delete. To check your privileges. If duplicate alarms are generated. select the domain that you want to remove. 2. select Alarm > Hosts. select Alarm > Domains. If service between IC Manager and the Alarm servers is interrupted at any time. talk to your Avaya IC administrator. 2. select Tools > Alarm Monitor. Click Ok.Monitoring alarms Alarms are messages displayed by Avaya IC. it changes the Alarm Monitor icon in the bottom right corner of the main IC Manager window. select it in the Selected Domain list and click Delete. To select host systems 1. 36 IC Administration Volume 1: Servers & Domains May 2009 . you can safely ignore the alarm. select Alarm > Clear Alarms. the Alarm Monitor beeps when an alarm arrives. restart your servers and clients so that they synchronize properly with the new time zone setting. After you finish setting the system time zone. the Alarm Monitor displays each alarm only once and provides a counter showing how many times that particular alarm has occurred.To clear the alarms from the Alarm Monitor and reset the Alarm Monitor icon on the main IC Manager window. To raise a test alarm. the Alarm Monitor opens automatically when an emergency alarm is received. the Alarm Monitor does not change the Alarm Monitor icon when a low-level alarm is received. If cleared. so it sends an alarm to IC Manager. Pop Up On Emergencies: If selected. select Alarm > Clear Alarm Button. CIRS alarms The CIRS (Central Internet Routing Service) servlet is a load-balancing servlet for Web Management. To clear just the Alarm Monitor icon. Ignore Low Priority Alarms: If selected. and the Avaya Agent clients. This servlet is used only if you have multiple ICM servers. you need to stop all instances of IC Manager. If it is not used. You can set the following preferences from the Options menu: Filter Duplicates: If selected. otherwise. the Alarm Monitor displays each instance of an alarm individually. the Avaya IC servers. select Test > Raise Alarms or Test > Raise Emergency Alarm. Resetting the system time zone on Avaya IC systems Before you reset the system time zone on any system running IC Manager or Avaya Agent. Beep on Alarm: If selected. the website cannot find it. Tuning and maintaining your Avaya IC database You should regularly tune and maintain your Avaya IC database to make sure that it runs as efficiently as possible and that it does not take up unnecessary space. you need to select the primary server and a secondary server to be included. Each server in a cluster acts as a redundant server to another. Click Ok. Topics include: ● ● ● ● Creating Clusters on page 37 Editing Clusters on page 38 Deleting Clusters on page 38 Mapping clusters on page 39 Creating Clusters In IC Manager. 5. An error message appears. This section include topics for configuring the clusters.Configuring clusters Avaya IC has provided redundancy support for Email. In each cluster. ● ● Poller Cluster on page 37 ICEmail Cluster on page 38 Poller Cluster It is a cluster of two poller servers. For example. Poller. On the toolbar. To create a poller cluster 1. To achieve redundancy. 6. or a poller cluster for two Poller servers. and WebACD servers. which is called as Cluster. If there is no email or poller server available to create the corresponding cluster. you need to form a group of two identical servers. only one server is active or functional at a time. Type the Poller cluster name in Cluster Name. IC Administration Volume 1: Servers & Domains May 2009 37 . 2. and WebACD server. select Services > Cluster Configuration. click New. you can create separate clusters for Email and Poller servers. One server acts as a primary server and the other acts as secondary server. Select the secondary server from the Secondary Server drop-down list. 3. Poller. In IC Manager. Select the primary server from the Primary Server drop-down list. You can add one additional server for each Email. 4. While creating a cluster. you can create an email cluster for two Email servers. Poller. To delete a cluster 1. 2. Again click Edit selecting the same cluster. Click the tab for the cluster that you want to remove. If you want to modify the nonfunctional server to a different server. 4. Click Ok. 3. you can modify the server.ICEmail Cluster It is a cluster of two Email servers. and WACD clusters. you must remove the nonfunctional server from the cluster by selecting the NO SELECTION option in the corresponding drop-down list and then selecting the new server from the same drop-down list. 2. Click Ok. 6. 2. On the toolbar. select Services > Cluster Configuration. 3. 6. click New. 7. In IC Manager. Type the IC Email cluster name in Cluster Name. While editing a cluster. which is currently not running or not functional. Select NO SELECTION option from the drop-down list. select Services > Cluster Configuration. Deleting Clusters In IC Manager. In IC Manager. On the toolbar. Select the new server from the drop-down list. Select the primary server from the Primary Server drop-down list. 4. 38 IC Administration Volume 1: Servers & Domains May 2009 . 5. select Services > Cluster Configuration. you can edit the IC Email. Note: The secondary server should be different from the primary server. Click the ICEmail tab. To create a IC Email cluster 1. To edit a cluster 1. In IC Manager. Note: Editing Clusters In IC Manager. Select the secondary server from the Secondary Server drop-down list. you can delete only the IC Email and Poller clusters. Click Ok. which is indicated by the red or orange icon. 7. 5. click Edit. which is indicated by the red icon. In IC Manager. the ICEmail Cluster drop-down list displays all the available email clusters which are not mapped with the poller cluster that you have selected. 2. 7. Click Ok. Note: Avaya IC supports mapping of only IC Email and Poller clusters. the emails needs to be fetched. you should create a new map. Note: To creat a new clustermap 1. 2. 4. Note: After you select the poller culster. select Services > Cluster Configuration. Click New. select Services > Cluster Configuration. Click Yes to confirm. In IC Manager. 5. From the Poller Cluster drop-down list. Mapping the clusters automatically maps the functional server in each cluster. 4. Click Delete. To delete a clustermap 1. On the toolbar. Click the ClusterMap tab. click Delete. 6. select the email cluster. From the IC Email Cluster drop-down list. select poller cluster. 3. 3. Select the clustermap that you want to edit. In IC Manager. 6. Avaya recommends that instead of editing the poller cluster. Mapping clusters Cluster mapping helps you to map the Poller cluster with IC Email cluster. Note: IC Administration Volume 1: Servers & Domains May 2009 39 . Click Ok. 4. select poller cluster. From the IC Email Cluster drop-down list. 3.3. 5. Select the clustermap that you want to delete. Click the ClusterMap tab. Click the ClusterMap tab. select Services > Cluster Configuration. Mapping these clusters let the IC Email cluster know from which poller cluster. 2. Click Edit. To edit a clustermap 1. From the Poller Cluster drop-down list. 4. select the email cluster. 40 IC Administration Volume 1: Servers & Domains May 2009 . Using the Workflow server as an example: ● Instantiating multiple Workflow servers to run on different systems helps to increase the number of contacts that your contact center can handle. you need to be sure that you have a high-bandwidth connection between the two or system performance will be adversely affected. Email. Dividing the routing. ● You may also want to perform workflow routing and task blending by the individual channels. you assign agents to those domains to determine which group of servers will service their requests. with a secondary domain on your backup server. The failover order defines how the members of a domain failovers to servers in other domains. Tip: Once you have created your domains. For details about deploying Avaya IC on you domain. you can set up a primary domain on your main server. Avaya IC is a highly configurable environment that gives you flexibility in defining the server to server and client to server communication flow. it can failover to the secondary server without disrupting in service. IC Administration Volume 1: Servers & Domains May 2009 41 . Domains can be used to help partition servers into functional services that process Chat. email. If you specify a failover domain at a remote site. see IC Installation Planning and Prerequisites. or across multiple systems. If there is a problem with a server in the primary domain. the requests to that server are routed to a server in the failover domain on the second site. You can set up domains to contain their own EDU and Workflow servers designed to handle contacts from voice. see Managing sites on page 28. Tip: Avaya recommends that you plan your failover policy carefully. Each group of inter-connected servers is called a domain. (For information on creating sites. Avaya IC servers are location independent and can be hosted either on the same system. This allows you to increase the performance of your Avaya IC system and enable it to handle higher contact rates. blending. and application support across multiple servers increases the bandwidth of Avaya IC to handle more contacts. and Voice contacts. Domains can span servers at different locations and multiple domains can share the same server.) A failover order is associated with each domain. You can configure domains to accommodate your hardware architecture whether it is located at different sites or on multiple systems at one site. and chat channels. you can set up domains on the different sites. For example. If a server becomes unavailable on one site.Chapter 2: Domains When a contact enters Avaya Interaction Center (Avaya IC). several servers must interact to handle that contact. In multi-site organizations. This section contains the following topics: ● ● ● ● ● Setting up your domains on page 43 Creating your domains on page 44 Assigning servers to a domain on page 45 Creating failover domains on page 46 Assigning agents to the domains on page 51 42 IC Administration Volume 1: Servers & Domains May 2009 .The following figure shows the Domain Manager window. All servers and agents need to communicate with the core servers. you should keep the following points in mind: ● You should use logical names that include your site name. domain. You can have multiple ORB servers in the same domain if those servers all reside on different physical devices. so you should install those servers on a system that is easily accessible from everywhere within Avaya IC. and Directory server either in the domain itself or in an associated failover domain. Alarm server. IC Administration Volume 1: Servers & Domains May 2009 43 . If you add an agent or server to a second domain. the name of the agents’ workgroup.Setting up your domains While you are deciding on the domains that you need in your Avaya IC environment. Assigning servers to a domain on page 45. follow the steps in: ● ● ● ● Creating your domains on page 44. Creating failover domains on page 46. IC Manager automatically deletes that agent or server from the first domain. with the possible exception of the ORB server. ● ● ● ● Once you have decided on the domains you need in your Avaya IC configuration. If these servers do not exist. Assigning agents to the domains on page 51. You must include at least an ORB server. and only one. or the type of channel. Domains should not contain multiple servers of the same type. Servers and agents needs to find ORB/Directory/Alarm in their failover list. Agents and servers must belong to one. then Avaya Agent will not function correctly. 3. In IC Manager. The spaces are not allowed in the domain name. The new domain name is added in the All Domains list in the left pane of Domain Manager.Creating your domains The installation procedure creates a complete domain structure named Default. Note: Avaya IC requires that the Default domain remain in the system. In the Items section. Enter the name of the new domain. 2. If you are running multiple instances of IC Manager to administer Avaya IC. Click Ok. Note: To create a new domain 1. The domain name must start with an alphabetic character. select Servers. 5. Click New. but you cannot delete the Default domain. The installation creates other domains as well but they do not have servers configured for them. select Manger > Refresh on each instance of IC Manager to make each instance of IC Manager aware of the changes. The Domain Manager opens. 4. 44 IC Administration Volume 1: Servers & Domains May 2009 . The domain name can be maximum of 19 characters including underscore. An instance of each of the Avaya IC core servers is placed in the domain. 6. You can create additional domains for your contact center. You can use or modify this structure to whatever extent is necessary. click the Domain button on the toolbar. the Attribute. so if you want take a server out of a particular domain. but you might want to assign the servers to a different domain. Click OK after you have assigned all required servers to the domain. In the Items section. and Workflow servers because these servers do not failover. If you are running multiple instances of IC Manager to administer Avaya IC. In the left pane.) To assign servers to domains 1. 4. Note: A server must belong to a domain. see Creating a server on page 65. 5. servers are assigned to the Default domain when they are created. 2. Click Add to move the selected server to the Members list. The only exceptions to this rule are the ORB server.Assigning servers to a domain By default. 6. 7. select Servers. see IC Installation Planning and Prerequisites. 3. select the name of the domain to which you want to add servers. In IC Manager. click the Domain button on the toolbar. you need to move that server into a different domain or delete the entire server. select Manager > Refresh on each instance of IC Manager to make each instance of IC Manager aware of the changes. but you should not include multiple servers of the same type or there could be confusion during the failover process. as the same server cannot exist in multiple domains. Each server name must also be unique. You can assign any number of servers to a domain. (For instructions on creating servers. Note: IC Administration Volume 1: Servers & Domains May 2009 45 . The Domain Manager opens. In the right pane. This is especially important if you want all of the clients to communicate with the same server. select a server from the Available list that you want to add to the selected domain. For deployment scenarios. they will be used in the order specified. see Advanced tab on page 64. Avaya strongly recommends that you carefully pre-plan your server failover strategy before proceeding. If you specify multiple domains to be used for failover. 5. Click Add to move the backup domain into the Members pane. its client’s requests are redirected to an alternative server. 6. In the Items section. Failover domains must be added to the appropriate failover lists because. A client or server logs in to the IC system by a request to the Directory server. click the Domain button on the toolbar. making sure you do not move any of the failover domains before the primary domain. we assume that the requester is in the Default group. While membership in a domain determines how the domain members communicate to servers. 2. 7. In IC Manager. Note: Failover order can also be set on a server-by-server basis. In the left pane. 8. 4. 3. To establish the failover order for a domain 1. The Domain Manager opens. see Server failover problems on page 379. For details. For more details. Click Ok. see IC Installation Planning and Prerequisites. Use the Up Arrow and Down Arrow buttons located above the Members list to rearrange failover order. In the right pane. If there is no information available to identify the domain of the client or domain of the server making the request when the request is invoked. Select the backup domain from the list in the Available pane. select Servers. For information about troubleshooting failover problems.Creating failover domains If a server becomes unavailable in the process of operation. only servers in failover domains can be reached by servers in different domains. it also defines how failover is performed for all servers. The client is said to have failed over to the alternate server. If you are running multiple instances of IC Manager to administer Avaya IC. click the Failover tab. This client can be either an agent’s desktop application or another server. select Manger > Refresh to make this instance of IC Manager aware of the changes. Note: 46 IC Administration Volume 1: Servers & Domains May 2009 . select the domain for which you want to specify the failover order. For details about the appropriate configuration for your site. you need to modify Email domain failover sequence to have a domain that has an ADU server. Preconfigured domain Default Members ● ● ● ● ● Failover path ● Alarm server Directory server License server ORB server JavaAppBridge server None Default Core2 Email ● ● ● Core2 Default Email Email_Helper Default Core2 Note: In case you modify the Analyze Workflow to access the ADU server. see the deployment scenarios in IC Installation Planning and Prerequisites. The following table describes the preconfigured domains.Preconfigured Failover Domains Avaya IC includes several domains that are preconfigured with failover paths. None ● ● ● ● Email_Helper None ● ● ● Email_Helper Default Core2 Email2_Helper Default Core2 Email2_Helper None ● ● ● IC Administration Volume 1: Servers & Domains May 2009 47 . Preconfigured domain Prompter1 Members None Failover path ● ● ● ● ● ● ● ● Prompter1 Prompter2 Default Core2 Voice1 Voice1_Helper Voice2 Voice2_Helper Prompter2 Prompter1 Core2 Default Voice2 Voice2_Helper Voice1 Voice1_Helper User1 User2 Prompter1 Prompter2 Default Core2 Voice1 Voice1_Helper Voice2 Voice2_Helper Email Email2 Email_Helper Email2_Helper Web Web_Helper Web2 Web2_Helper Prompter2 None ● ● ● ● ● ● ● ● User1 None ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● 48 IC Administration Volume 1: Servers & Domains May 2009 . Preconfigured domain User2 Members None Failover path ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● User2 User1 Prompter2 Prompter1 Core2 Default Voice2 Voice2_Helper Voice1 Voice1_Helper Email Email2 Email_Helper Email2_Helper Web Web_Helper Web2 Web2_Helper Voice1 Voice1_Helper Voice2 Voice2_Helper Core2 Default Voice1_Helper Voice2_Helper Core2 Default Voice2 Voice2_Helper Voice1 Voice1_Helper Core2 Default Voice1 None ● ● ● ● ● ● Voice1_Helper None ● ● ● ● Voice2 None ● ● ● ● ● ● IC Administration Volume 1: Servers & Domains May 2009 49 . configure the server groups on the Advanced tab as follows: Web: Priority Value = 1 ● ● ● ● ● Web_Helper None Web_Helper Default Core2 Web2_Helper Default Core2 Website Web Voice1 Voice1_Helper Default Core2 Web2_Helper None ● ● ● Website None ● ● ● ● ● ● 50 IC Administration Volume 1: Servers & Domains May 2009 . configure the server groups on the Advanced tab as follows: Web: Priority Value = 1 ● ● Web2 None Web2 Web2_Helper ● Default ● Core2 Note: If you do not configure the Event Collector server to monitor the ADU server in this domain.Preconfigured domain Voice2_Helper Members None Failover path ● ● ● ● Voice2_Helper Voice1_Helper Core2 Default Web None Web Web_Helper ● Default ● Core2 Note: If you do not configure the Event Collector server to monitor the ADU server in this domain. Select an agent from the Available pane. see IC Administration Volume 2: Agents. Note: IC Administration Volume 1: Servers & Domains May 2009 51 . Click OK. & Queues. Note: You can select multiple agents by holding Shift while selecting a contiguous set of agents. You can use domains to distribute agents across multiple IC servers to achieve horizontal scalability. select Agents in the Items box at the top of the window. To assign agents to domains 1. you must assign the agent to a new domain. This adds an agent to the domain and update the database. 5. If you add an agent to a second domain. In the Domain Manager. Select the name of the domain to which you want to assign the agents. 4. The agents that you can assign to the domain are listed in the Available pane and the agents that are already assigned to the domain are listed in the Members pane. The agent is then automatically removed from the previous domain. or Ctrl while selecting a non-contiguous set of agents. IC Manager deletes that agent from the first domain. Click Add to move the agent to the Members list for the selected domain. 3. To remove an agent from a domain.) For instructions. You can use the Domain Manager to assign agents to domains. Each agent can be assigned to only one domain. 2. but the preferred method is to specify the agent’s domain when you create the agent in the Agent Editor. (You must specify a domain when you create the agent record. Customers.Assigning agents to the domains Agents are assigned to domains based on the services they are accessing and their network location relative to those services. 52 IC Administration Volume 1: Servers & Domains May 2009 . select All Domains in the left pane The servers in a single domain.) The membership of a server to a domain defines how it will communicate with other servers. select that domain in the left pane Tip: When the Server Manager is initially displayed. you must select a specific domain to view the servers in that domain. The Advanced status information.Chapter 3: Managing servers IC Manager lets you add servers to Avaya Interaction Center (Avaya IC). Avaya recommends that the server name should be different from the interface name to prevent confusion. All Domains is selected by default. If the Auto Update option is enabled in the Server menu. To display the Server Manager. If Auto Load is disabled. this option is not recommended for large contact centers. A domain is a set of servers that respond to requests from clients. view or modify server information. The left pane of the Server Manager lists the domains that have been created in Avaya IC. select the server and select Status in the toolbar. For instructions on adding domains to Avaya IC. and perform other management tasks based on the security level you have been assigned. To view: ● ● All available servers. click the Server tab in the IC Manager window. the status column is updated automatically. The status of the server can be Up or Down. (For details. Tip: The right pane of the Server Manager contains a table that displays the following information about each server: Field Type Name Description The type of the server. To view the status. Domain Status IC Administration Volume 1: Servers & Domains May 2009 53 . However. The name of the server. disable the Auto Load option on the Server menu. see Creating your domains on page 44. assign servers to domains. To improve start-up performance. is available from the Advanced tab of Server Editor. see Creating your domains on page 44. which is not updated automatically. Naming servers eliminates confusion when multiple servers of the same type are installed. The domain name of the server. For a list of default port numbers for components in Avaya IC. see IC Installation and Configuration. By default the IP address is used unless you enable hostname resolution in the Options dialog of IC Manager. The period of time since this server was last started. Port Uptime To sort the list of servers in ascending order. hold Shift and click the column header. To sort the list of servers in a descending order.Field Host Description The system on which the server is installed. click between the column headings and drag the black line to the desired size. select Server > Auto Sort. click on a column header. The port number being used by this server to communicate with clients and other servers. To automatically sort the list by the first column. To change the size of the columns. This section contains the following topics: ● ● ● ● ● ● ● ● ● Server overview on page 55 Changing server information on page 59 Creating a server on page 65 Determining server start up or shutdown dependencies on page 67 Updating server information on page 71 Copying or moving a server on page 71 Deleting servers on page 72 Synchronizing multiple Directory servers on page 72 Configuring Web Management servers on page 74 54 IC Administration Volume 1: Servers & Domains May 2009 . Each CAServer is configured to open one or more knowledge bases built with Content Analyzer. and saving of Knowledge Bases. It can be configured to run blending flows when any agent state changes. Acts as a communications bridge between the ICM server and the WebACD server for chats. Receives and propagates alarms to interested clients. Handles administrative requests for the optional Content Analyzer feature of Avaya IC. Data. see Chapter 6: Using Content Analyzer for automated email processing on page 127. It also helps the WebACD server respond to agent request such as logon or logoff. and SQL server connections. The Blender server can also be configured to raise alarms or run flows when agent or queue ADU thresholds are exceeded. Permit Avaya IC clients and servers access to a database server regardless of the database type. If you are using Business Advocate. The following table describes the out-of-the-box Avaya IC servers: Server Name ADU server Description Holds up-to-date information on all active agent and queue data units in the Avaya IC system. see ICM record properties on page 115. Also sends SNMP traps to the configured trap sinks if SNMP is enabled. Oracle. using only their Avaya IC accounts. training. Assists in passing administration information to the WebACD server from a web-based interface. (For details on the ICM server. ODBC. they are ready for use by the production Content Analyzer server (CAServer). Handles runtime language determination and analysis of text within an email in conjunction with the IC Email server. this server also contains statistics for the Business Advocate service classes.Server overview Avaya IC is made up of servers that interact with each other to provide its functionality. The CAAdmin server supports the creation. It is used to notify problems to the interested clients or send informational messages. All Data servers support connection pooling. Alarm server Attribute server Blender server CAServer (Content Analyzer) server CAAdmin server ComHub server Data servers IC Administration Volume 1: Servers & Domains May 2009 55 . After the Knowledge Bases are created using this process.) Controls agent availability across the different channel types and monitors ADU change events. Provides tracking of user web page browsing sessions for DataWake. validation. For details. There are five types of Data servers that handle DB2. This server also provides website property event notifications between the website and the ICM server. voice) in the Avaya IC system. Maintains all active Electronic Data Units (EDUs). Functions as a gateway between the Event Collector server and Business Advocate. Queues. see Avaya IC for Siebel 8 Integration.Server Name Directory server Description Looks up the agent. automatic replies and manage traffic flow to Subject Matter Experts and Approval agents. and EAI Workflow server are used when you integrate Siebel 8 with Avaya IC. Collects events published by the Avaya IC ADU and Directory servers. workgroup. It also can handle filtering (with a workflow server) of spam. For details. and IMAP4 servers. and server configuration information for other servers in the Avaya IC system. and associated administrative data that supports Avaya OA real time and historical reporting. EDU) by letting idle data units be pushed out of memory to make room for active data units. It is used in cases of failure recovery because it allows data units to persist across server shutdowns. Permits Avaya IC server requests to be made as HTTP requests and serves Prompter pages. tenant. which forwards the data to the Avaya OA Real-time subsystem to support real-time and historical reporting requirements. The server sends this data to the Event Collector server. Serves as the backup store for the data unit servers (ADU. Ensures that the features and agents that have been purchased can be run. Allows the Avaya Agent Web Client application to communicate with IC servers. In addition. The EAI server. queue. This server queries Business Advocate data and collects Business Advocate administration events that are published to Microsoft Message Queuing (MSMQ) by Business Advocate. Manages all polling and forwarding of emails into the System from customer to agent. This server works closely with workflows to accomplish these goals. see the Operational Analyst Installation and Maintenance Guide. DUStore server (Data Unit persistent Store) EAI servers EDU (Electronic Data Unit) server Event Collector server Event Collector bridge HTTP Connector server IC Email server JavaAppBridge server License server 56 IC Administration Volume 1: Servers & Domains May 2009 . Each data unit represents a contact (chat. This server is a generic HTTP interface server. This server is used by all channel servers and clients to keep track of and update contact information. email. IC Manager uses the Directory server for administrative purposes. It communicates with each of the installed Web License Manager components. EAI Email server. For details. These events contain data representing state changes impacting Agents. Integrates with SMTP. POP3. This server also handles customer account management and authentication for Web Self-Service. Oversees and starts the other Avaya IC servers. Interacts with POP3. This server is used when you integrate Siebel 8 with Avaya IC and is used to pass work-related information. see Avaya IC for Siebel 8 Integration. and EAI Workflow servers are used when you integrate Siebel 8 with Avaya IC. messages. Matches agents to contacts in a Business Advocate environment. Serves as the connector server for the voice channel. see Avaya IC for Siebel 8 Integration.Agent Server for Integration with Siebel (ASIS) server Siebel EAI (Enterprise Application Integration) servers TS (Telephony) server TS Queue Statistics IC Administration Volume 1: Servers & Domains May 2009 57 . It interfaces with a PBX and monitors phone calls and control routing of telephony requests. This server brokers messages so they get sent to the proper agents and WebACD server. and store them in a database. It uses the EDU server to record information on incoming or outgoing phone calls. The EAI server. between Avaya IC and Siebel. the data unit is passed to the Report server. For details. (Also called the Voice Connector server. such as commands and events. and IMAP4 servers to polls e-mails from the exchange server that you have configured. The Notification server provides email lifecycle support by alerting agents to potential delays in email processing. Serves as a communications bridge between Avaya Agent and the WebACD server. For details. For details. EAI Email server. faxes. or alerts) in the future. Records data unit information for the EDU and ADU servers. either specifically by an agent or based on escalation and action rules. see Avaya IC for Siebel 8 Integration. ORB server Paging server Poller Server Report server Resource Manager server Siebel AICD (Adaptive Interaction Center Driver) server Siebel . This server handles requests and event communication for all agents and is used instead of the Avaya Agent application for Avaya IC for Native Siebel configurations. The Report server writes its information into the IC Repository database. This server may run mapping rules to convert an EDU into the appropriate format for reporting.Server Name Notification server Description Allows Avaya IC components to schedule events (the delivery of email. Any host system that is to run Avaya IC servers must have an ORB server installed and running. When Avaya IC terminates an EDU or ADU.) Monitors the telephony channel and keeps up-to-date queue statistics in the ADU server (such as contact count and age of oldest contact). The Avaya EAI servers provide the communication links between Avaya IC and Siebel so that Avaya IC workflows can read and write customer data. The reporting tools use this information to generate historical reports. Web Scheduled Callback server Workflow server 58 IC Administration Volume 1: Servers & Domains May 2009 . if your Avaya IC system includes multiple server machines. agent blending. you can install secondary Workflow servers dedicated to specific media contacts on the secondary machines.Server Name TSA (Telephony Services Adaptor) server VOX server Web Advocate Adaptor (WAA) server WebACD (Web Automatic Call Distributor) server Also called: WACD Description Manages server interactions for Business Advocate that are required for voice contacts. For example. and generic business logic. It makes use of the Attribute. Business Advocate requires a TSA server for every switch in your Avaya IC system. Workflows can be run by direct invocation or as a result of receiving events from another server. Manages server interactions for Business Advocate that are required for chat contacts and email contacts. letter generation. It provides the IVR with the ability to make Telephony server and EDU calls. Schedules callbacks requested from a public website. This server is responsible for assigning tasks to agents and tracking the different states such interactions undergo. Interfaces with Interactive Voice Response units (IVRs). The Workflow server can handle specific tasks. The Call distributor for chats and emails. IC EMail and ComHub servers to complete support operations such as managing agent logon/logout states and the actual administration of the interactions. You can distribute these responsibilities across multiple Workflow servers to maximize performance and response from the server. agent scripts. Processes workflows that route contacts and implement business rules. Creates a chat and a callback task at the scheduled time. such as media routing. Paging. not only TS. such as their names. use TS_Voice1 as the name of your Telephony server. certain configuration parameters must be set when servers are installed. Data_Oracle_Default. In a single site environment. you must be logged in with Administrator credentials. This information is placed in the directory when the server is installed and should not be altered. Name: The server name can be up to 32 characters long (without spaces) and must be unique. ● ● ● ! Important: Important: Do not use the name localVDU or localADU for EDU or ADU servers. Domain: The domain to which the server belongs. For example: ADU_London_User1. The options for each tab are described in the following sections. locations. For example. For example. you should name all other servers <servername>_<domainname>. These names are used when the servers are taken off-line to prevent communication with other EDU and ADU servers. see IC Installation Planning and Prerequisites. and configuration settings. For example. Note: For detailed server deployment guidelines. Avaya IC may encounter errors during operation. IC Manager displays the Edit Server window. The tabs displayed in the Edit Server window vary depending on your security level. Avaya recommends that: ● You should name your Data servers Data_<databasetype>_<domain>. To view all of the tabs. Do not set the server name same as the server type. For example: ADU_User1. In a multi-site environment. double-click the server name from the list on the Server Manager in the IC Manager window.Changing server information The Avaya IC Directory Server stores certain information about servers. you should name all other servers <servername>_<sitename>_<domainname>. You can change the assignment of a server to a domain on this tab. Note: General tab The General tab displays information about the server’s location and status. IC Administration Volume 1: Servers & Domains May 2009 59 . Sometimes it is necessary to change this information. To change information about a server. Select a name from the drop-down list. ORB starts that server when the ORB itself starts up. Once the name. which is essential for some operations. domain. The server will automatically start if there is request from the client or other servers. and host are selected. you do not need to complete this field.ffd files are located (default: C:\ Program Files\Avaya\IC72\etc) Port: The port number being used by the server to communicate with clients (default: the next available number). For a list of default port numbers for components in Avaya IC.Host: The name of the host system on which the server resides. Enabling Autostart on a server does not restart the server if it is shutdown from IC Manager. the following three fields are filled in automatically. or enter another system name. This allows the server to write to the Directory server. 60 IC Administration Volume 1: Servers & Domains May 2009 . For example. (This option is disabled for ORB servers. It lists all systems in the network that contain an ORB server. see IC Installation Planning and Prerequisites.) Avaya recommends that you manually start the server to validate its configuration before enabling the Autostart option. Security: Select Security to give the server security privileges. Note: Auto Start: Select Autostart if ORB should automatically and immediately restart the server if the server fails or abnormally terminates for any reason. This information cannot be modified. at system start up. The third section provides information about the server’s status that IC Manager refreshes automatically.imp and the ds. Executable: The path to the server executable file (default: C:\Program Files\Avaya\ IC72\bin) Note: If you are adding a data server. which can be changed if needed: Directory: The directory in which the vesp. It will be filled in automatically. but parameters for custom servers can be entered on the Configuration tab. In Server Editor. 3. 2. select the format of the parameter: ● ● Couple (containing a name and a value). When you click OK or Apply. click the New button. IC Manager checks values to ensure that they do not violate any restrictions. Click OK. 5. see Determining server start up or shutdown dependencies on page 67. On the toolbar. ! CAUTION: CAUTION: You should enter data only for the standard Avaya IC servers on the Configuration tab under the direction of Avaya Technical Support. Note: Configuration tab Configuration parameters are additional instructions that IC Manager runs when a server starts. The server-specific configuration parameters for all of the standard Avaya IC servers are described in Appendix B: Server configuration reference on page 191. In the Name field. you must stop and restart the server for the new settings to take effect.Server tab If there are any options or configuration parameters specific to the type of server you are creating or editing. IC Manager provides default values for most of these options when the server is first installed. IC Manager displays the CTI Type Editor. IC Manager displays those options on a server-specific tab in the Server Editor. 6. You set the configuration parameters for the Avaya IC servers on the server-specific tab. such as a minimum or maximum value. IC Manager does not do any error checking on the parameters entered on this tab. enter the value to be stored in the directory. In the Value field. IC Administration Volume 1: Servers & Domains May 2009 61 . Note: If you modify configuration parameters. Sequence (containing a comma-separated list of couples). 4. To add a configuration parameter 1. enter the name of the field to which you are adding the parameter. click the Configuration tab. From the CTI Type drop-down list. and you should use caution when modifying these values. For instructions. ) ! CAUTION: CAUTION: You should only change the settings on this tab under the direction of Avaya Technical Support because writing excess information to log files can degrade the performance of the system. The minimum is 1000 bytes and the maximum is 50. Enter the maximum size of the log file. problems may arise in the Avaya IC system. The length of time that Avaya IC should wait for a response from the server before determining that the server has failed.560.. Because logging requires system resources. The amount of information written to a log file of a server and the maximum size of the log file are established on the Debug tab. Note: Ping Interval must be at least twice as long as Ping Timeout. Avaya IC will ignore that value and use (Ping Timeout)*2 for the Ping Interval.000 bytes.000 bytes.Note: Note: If you modify configuration parameters. (The type of server determines what debug parameters are available on this tab. where 0 is the lowest level of logging and 3 is the highest. The log files are named as server name with an extension log. Log File Size Ping Interval (sec) Ping Timeout (sec) Trace Levels 62 IC Administration Volume 1: Servers & Domains May 2009 .000. Enter the number of seconds between messages that are sent to a server to determine if it is running. The minimum is 1 second. Click the Ellipses (. The common debug parameters are: Parameter Data Query Log Level Description Select a number from 0 to 3. each Avaya IC server creates a log file containing information about the activity of the server. you must stop and restart the server for the new settings to take effect.. you should select a minimal logging level unless you are trying to diagnose a specific problem. The default log file size is 2.) and select the desired elements. see About activity and error logs on page 365. To assist in diagnosing problems. For details about log files. Debug tab Occasionally. If you enter a value that is less than twice Ping Timeout. The ensuing message box asks you if you want these trace levels to be effective on future server restarts.The available trace elements are: Trace Level explain flush Description Records detailed messages about the failover decisions that the Avaya IC servers make. If the server is running. IC Administration Volume 1: Servers & Domains May 2009 63 . (This slows the system dramatically. User definable trace levels (get and set trace level functions). Click No to make changes for this login session only. Measures the time a method request takes. This is a deprecated interface that is not supported on all servers. This slows system performance dramatically. the idl and flush trace levels should be checked.) Turns on additional memory checking. heap idl mem msg shiptime tfunc timing usr1-usr8 If trace levels are modified. It should be used only for development. Note: If debugging is required from Avaya Technical Support. All method invocations are written to the corresponding log file. rather than waiting for the buffer to fill before flushing to the log file. Be advised that enabling the debugging functionality can reduce system capacity. you are asked if this change should be applied immediately. print text string and information about what happened whenever the timer goes off. see Appendix B: Server configuration reference on page 191. Note: Other debug parameters may appear on this tab depending on what server you are working with. ● ● Click Yes to make the changes permanent. Higher level trace that is more human-readable than msg. Higher level message trace that is used primarily for debugging. For a description of the server-specific debug variables. Records when a request was actually sent out. it is immediately written to the log file. Trace all vesp_calloc and vesp_free calls. For timed functions. click Ok or Apply. When anything is written to the log buffer. 3. Server Status button: Use this option to view a dialog box with server-specific information such as the refresh interval for this dialog box and the server’s UUID. Click Ok. On the Advanced tab of the Server Editor dialog box. In the Server Groups dialog box. If the server has shut down. ! Important: Important: These buttons should be used only under the direction of Avaya Technical Support. Repeat these steps for each domain that needs to failover to this server. click OK. IC Manager writes the heap. 64 IC Administration Volume 1: Servers & Domains May 2009 . failover is done on a server-by-server basis instead of on a domain-by-domain basis. Cache. Server Group button: Use this option to override the domain failover policy for any server except for the CAAdmin server. When you select one of the buttons. and Network buttons : Heap.Advanced tab The Advanced tab for all servers contains: Heap. or network information corresponding to a server to a log file of that server. Cache. Click Ok. 4. b. 7. In the Value field. double-click on the server that you want to use as the failover server for other servers in this group. To set up server groups: 1. leftover data from the last status request may be displayed. click the Ellipsis (…) button next to Server Group. 5. 6. In the Name field. 2. On the Server tab of IC Manager. enter the domain name of the servers that you want to failover to this server. Network are deprecated interfaces that are not supported on all servers. In the Server Groups dialog box. The refresh interval should not be less than 10 seconds to prevent excess server load. When you set up server groups. click New. enter one of the following numbers to identify the priority of the domain: ● ● 1 for a higher priority domain 2 for a lower priority domain c. In the CTI Type Editor dialog box: a. cache. Click Ok to close the Server Editor. In most cases. click the Server tab 2. The description of the server must exist in the IDL for IC Manager to recognize it. Click OK to add the server to the list of servers. click the Create Server button. Customers. However. contact Avaya Technical Support. make sure you examine the deployment information in IC Installation Planning and Prerequisites. For details. (For details on the IDL. you can create several instances of a particular server and assign them to different domains so that they can failover in a predetermined pattern. All of the ORB servers in the directory are automatically updated to include the new server. On the toolbar. Enter server information as described in Changing server information on page 59. before you add your servers to your domains.Note: Note: For information about creating a failover mechanism for domains. Select the server type for a standard Avaya IC server. & Queues. Select Server > Update to ensure that all servers are aware of the changes. If you are running multiple instances of IC Manager to administer Avaya IC. the Voice channel configuration property autoloadint must be set to True. For information about troubleshooting failover problems. To add a new server 1. 5. The new server executable and any required files must first be installed as described in IC Installation and Configuration. 6. Note: IC Administration Volume 1: Servers & Domains May 2009 65 . Avaya IC treats it as a custom server. 4. In IC Manager. IC Manager displays the Edit Server window. 3. see IC Administration Volume 2: Agents. see Creating failover domains on page 46. as described in Assigning servers to a domain on page 45. select Manger > Refresh to make this instance of IC Manager aware of the changes.) In addition. see Server failover problems on page 379. Creating a server The following procedure does not actually install an executable on the server system. ENV field: Lets you specify server-specific environment variables in the format variable_name=value (the variable name and value are case-sensitive). Avaya IC uses the server type as the interface identifier when a request is sent to this server. Note: If you enter your own server type. (For details about the Directory server.When you create servers. If an ORB server has been installed via a secondary install (as described in IC Installation and Configuration).) ● 66 IC Administration Volume 1: Servers & Domains May 2009 . Do not add more than one Directory sever per host system. Be sure to select the correct domain. you must exit and log back in to IC Manager to make IC Manager aware of the new ORB server. see the Core Services Programmer Guide. note the following: ● ● Do not add more than one ORB server per host system. and database size. the number of queued emails. you need to pay attention to the order in which the systems are shut down because of the impact on other Avaya IC services. you can try to reduce the sever load by adjusting some of these dependencies. As servers are started. you should exercise caution because starting or stopping Avaya IC processes in the wrong order can lead to data loss or system errors. If your servers are taking a long time to start. and Data servers to be running. at minimum. CIRS. However. These plugins are independent from the WebSphere plugin used with Avaya Agent Web Client. if your Avaya IC installation spans multiple systems. and ICM Bridge (Attribute server) are dependent on several Avaya IC servers. Note: If IC Manager is running and the Alarm server should fail. Avaya IC prompts the administrator to re-monitor alarms immediately. requires the Directory. Tip: To view the state of each server. Avaya IC uses the following Web Server plugins: WebAdmin: Required for serving WACD admin pages Datawake: Captures DataWake information Jakarta Plugin: Connector between Tomcat and the Web Server These plugins are available on IIS. Server startup dependencies Servers can be started: ● ● ● Explicitly by an administrator Automatically when the system on which they reside is started As a result of a request from a client Tip: The start up time required for each server depends on factors. ORB. IC Website (Tomcat). Note: The ICM. such as user population. In addition. use the Alarm Monitor in IC Manager. that server’s state will change to Up and ORB server sends informational messages to the Alarm Monitor.Determining server start up or shutdown dependencies Starting and stopping servers in Avaya IC is a simple process. These components perform a client login that. IC Administration Volume 1: Servers & Domains May 2009 67 . SunONE webserver and IBM HTTP Server. Alarm. you should always start the Avaya IC components (including all servers and services) before you start the Avaya OA components. the VOX server must be started first. (For details. The VOX server will attempt to connect to the configured IP address and port. is restarted. you should: ● Do so during a scheduled maintenance period where clients are shutdown and incoming activity can be curtailed. At the prompt. In IC Manager. for the length of time specified in the VOX server’s Maximum Wait Time and Disable Wait parameters. If you are using Avaya Operational Analyst. The JavaAppBridge cannot be started or stopped from IC Manager. Therefore. If you stop a server used by a client and failover is configured. The JavaAppBridge is started when the Avaya Agent Web Client application server starts. you should start the IVR first. or another disruption in service occurs. 68 IC Administration Volume 1: Servers & Domains May 2009 . Use IC Manager’s Server Shutdown facility in order to ensure the correct communication flow between Avaya IC components.The VOX server interfaces with an IVR (Interactive Voice Response) Unit. active clients may either raise alarms or show error dialogs and potentially fail if the server is down long enough. The connections to the backup server will remain active until the client logs out. Select Server > Shutdown. 3. If you need to shutdown an Avaya IC service. IC Shutdown Dependencies Common reasons for stopping an Avaya IC service include: ● ● ● Upgrading to a new version Performing regular maintenance Changing configuration ! Important: Important: Shutting down any Avaya IC process or system may have an impact on agent clients and dependent processes. click the Server tab. all Avaya IC clients. The Server Shutdown facility ensures that all Avaya IC processes on that machine are shutdown in the correct order. If failover is not configured and you stop an Avaya IC server. If the VOX server connects to an external IVR. 2. you should only do so during non-business hours unless you are dealing with an emergency situation. see VOX server on page 325. Avaya IC stops all of the servers on the selected host in the appropriate order.) If the IVR connects to the VOX server. specify the host whose servers you want to shutdown. To use this facility: ● 1. It does not shutdown dependent Avaya IC processes located on other machines. the clients should fail over from their primary to their backup servers. and the services at the site that should be stopped. Without a Data server. requests will failover based on the server configuration and the failover strategy implemented at your site. If you need to shutdown individual Avaya IC servers. If the stopped process does not recover in time.) Without the Event Collector. Avaya IC processes should be restarted as soon as practical in order to minimize the impact on clients. or when client requests trigger the server to restart. you need to consider the impact it will have. Event Collector ORB server IC Administration Volume 1: Servers & Domains May 2009 69 . IC Manager may report some servers as being stopped while they are actually finishing important clean up tasks such as committing data to the database. Other dependent clients (both agent clients and Avaya IC processes) may need to be shutdown first. other servers will be unable to access the database. To confirm that an Avaya IC process has shutdown properly. The following list reflects the impacts beyond the immediate services provided by the server: Server Alarm Data server DUStore Impact This is typically the last to be shutdown so that other servers can still submit alarms. If you have configured the ADU and EDU servers to persist data units. Dependent clients will attempt to reconnect if they lose communication with an Avaya IC process.Before stopping the services on a system. In many cases. real time statistics will not be collected by OA for the associated domain. If the ORB server is not running. see ADU (Agent Data Unit) server on page 194 and EDU (Electronic Data Unit) server on page 232. This server is responsible for process management. Shutting down the DUStore server before the EDU or ADU servers will result in data units not being saved. use the System Administration tools provided with your operating system to verify that the process is no longer active. it is vital that you follow the correct shutdown order to prevent data loss. these servers become dependent on the DUStore server. the processes restarts automatically when the system comes back up. no other Avaya IC server can start. Stopping a server results in a disruption of the services provided by that server. (For details about data unit persistency. Select the IP addresses (or host names. IC Manager shuts down all of the servers on the selected systems. but you can stop only one server at a time. 70 IC Administration Volume 1: Servers & Domains May 2009 . navigate to the Avaya IC bin directory and enter icadmin help on the command line. depending on your system configuration options) of the systems whose servers you want to shut down. Click OK. 4. click Start Server or Stop Server buttons. 2. In the right pane. In the left pane. The Status column displays the updated status of the server. You can also use the icadmin utility to shutdown any server. select Server > Shutdown. In IC Manager. (For details. select the server from the list of servers.) To start or stop any other server 1. you must use the icadmin utility. 3. select All Domains. IC Manager displays an alarm message. For details. 3. If the system cannot start a server. In IC Manager. 2. To stop all Avaya IC servers on one or more systems that have an ORB server installed 1. or you can run icadmin so <hostname> if your host has multiple network interface cards. IC Manager lets you start multiple servers at the same time. navigate to the Avaya IC bin directory and enter icadmin help on the command line. click the Server tab. IC Manager displays the Shutdown dialog box listing all of the systems on which an ORB server is installed.Starting or stopping a server To start the ORB server. On the toolbar. You can either run icadmin so from the command line of the ORB server’s host system. To avoid re-entering all the configuration values. Use Start Server and Stop Server buttons on the toolbar to start and stop servers. click the Server tab.Updating server information When server information is changed. The server is given a new port number (one higher than the highest port number on this system) and a new name (the old name with _Copy appended). right-click the server that you want to copy and select Copy. select Server > Commit to save changes to the directory. the server that was changed must be stopped and restarted. the changes must be reflected in three areas before they take effect: ● For configuration changes to take effect. 3. If multiple instances of IC Manager are used for concurrent administration. select Manager > Refresh to update the server and domain information and make all instances of IC Manager aware of the changes. IC Manager automatically updates the directory if the Auto Commit option is enabled on the Server menu. In IC Manager. 2. In the right pane. deletions. All other configuration parameters are copied from the old server to the new one. IC Administration Volume 1: Servers & Domains May 2009 71 . Avaya recommends that you change the default name. This propagates all server additions. IC Manager displays the Server Editor. and changes to the ORB servers. To make a copy of a server 1. select Manager > Update ORB Servers. Click Apply or OK to add the server to the IC Manager window. you can make a copy of a server through IC Manager. To force the update of all ORB servers. and move it to the new host machine. If this option is not enabled. rename the new server. ● ● ● Copying or moving a server You may want to move or copy a server to another host system on the system. Deleting servers To delete a server in IC Manager 1. Note: When adding a new Directory server 1. This Directory server is called the parent or master.) 2.) 72 IC Administration Volume 1: Servers & Domains May 2009 . they share one common directory. Using IC Manager. It is identified by an asterisk (*) in IC Manager. Copy the backup directory file from the host system of the first Directory server to the host system of the new Directory server. It re-synchronizes with the parent Directory server before it starts. 4. Deleting a server that is being used by a client or other process may adversely affect the system and result in data loss. see Starting or stopping a server on page 70. When multiple Directory servers are installed over a wide area network (WAN). If there is only one Directory server in Avaya IC. One Directory server must be responsible for synchronizing the directories and ensuring that changes made by one Directory server are reflected throughout the network. In the right pane. (For details. right-click the server that you want to delete and select Delete. Synchronizing multiple Directory servers The Directory server is responsible for maintaining a list of all the servers in Avaya IC. start the new Directory server. ! CAUTION: CAUTION: Use this feature with caution. Ensure that the host system of this new server is running an ORB server. and that may take a few moments. 2. create the new Directory server. click the Server tab. as described on Backing up and restoring server configuration information on page 30. In IC Manager. Note: Avaya recommends that the parent Directory server be physically located at the site where the majority of changes to the directory occurs. Using IC Manager. see Creating a server on page 65. (For details. it is automatically assigned parent status. Backup the original Directory server. 3. Increasing the succeeding update lag causes a delay before the parent sends an update to each succeeding child. ● IC Administration Volume 1: Servers & Domains May 2009 73 . 2. In IC Manager. 5. IC Manager displays the Edit Server window. In the right pane. Avaya recommends using a setting of 5 seconds. When importing information from a list to the directory. set the update lag value to 0 or 1. During normal operation. 3.To change the parent Directory server 1. 4. Avaya recommends using a setting between 10 and 90 seconds. Click the Directory tab to display the configuration options. click the Server tab. Note: You must select a new server to change the existing parent Directory server. Double-click the server. and IC Manager automatically clears the check mark for the Directory server which was previously parent. Note: The timing of directory updates is affected by the update lag settings on this tab as well as by the Auto Commit option on the Server menu: ● Increasing the first update lag causes a delay before updates are sent from this directory. select the Directory server to be assigned as the parent. Select the Parent check box. When importing information to the directory. The check mark indicates that the server is now the parent. see Chapter 6: Using Content Analyzer for automated email processing on page 127. which provides them with a self-help source of information. from the company’s Website. (For details. Customers. For details.Configuring Web Management servers Avaya Web Management is the part of Avaya IC that provides real-time communication via web and email for personalized customer support. see IC Administration Volume 2: Agents. It lets companies offer their customers almost immediate access to a contact center agent. Customers click a button on the site to send email or request a chat session (a real-time text conference). agents can also collaborate with a customer using shared browsing. see IC Administration Volume 2: Agents. & Queues.) 74 IC Administration Volume 1: Servers & Domains May 2009 . Web Management can auto-respond to some customer emails to let them know that their messages have been received by the system. If you are using Avaya Content Analyzer. Web Management routes the request to an agent who can quickly interact with the customer. Frequently Asked Question database Customers can also use the Web Self-Service feature to search a Frequently Asked Question (FAQ) database on the company’s site. In addition. Shared browsing During the chat session. it can attempt to answer the more common questions by comparing keywords in the customer’s message to the FAQ database. or customer service representative. This optional feature of Web Management lets an agent: ● ● ● Synchronize their browser with customer so that they both can view the same information Send information (such as a URL) directly to the customer’s browser Assist a customer with filling an online form using the Shared Browsing feature (although the agent cannot submit the form for the customer). & Queues. For details. Customers. ● Customer client Customers accessing the website of your company use a customer client. The Customer HTML Chat Client is available with Avaya Web Management (Web Management). & Queues. IC Administration Volume 1: Servers & Domains May 2009 75 . customer. see IC Administration Volume 2: Agents. For information about installing the Avaya Agent Web Client application server. The Customer HTML Chat Client provides functionality in an HTML format that does not require contact center customers to install the Sun JVM on their systems before they can chat with an agent. and tenant administration is discussed in IC Administration Volume 2: Agents. while agent. request a chat session or use your self help library. which consists of web pages designed to work with Avaya Agent. the customers of your company and potential customers can send an email. & Queues. From these pages. Customers. see IC Installation and Configuration. For details about this application. see the Avaya Agent User’s Guide. ● IC Manager System administrators use the IC Manager to configure and manage the Web Management servers and environment. Customers.Web Management interfaces Web Management provides different interfaces for different users: ● Avaya Agent Contact center supervisors and agents use the Avaya Agent to interact with customers via Email and Web sessions. For details. This chapter discusses server administration. The dwsensor plugin is used for recording DataWakes. select Server Status & Statistics in the Server Administration section. see Managing servers on page 53. For details about these servers. or view agent status for the Web and email channel.Understanding Web Management servers Web Management uses the following servers: ● ● ● ● ● ● Data server Communication Hub (ComHub) server Web Agent Automatic Contact Distributor (WACD or WebACD) server Attribute server Paging server Internet Call Manager (ICM) service For details on setting the properties for ICM service. The plugin sends information about a users path through a Web site to the Attribute server for recording in the data store. the number of chat and email tasks received since the last restart. cancel chat tasks. 2. select Currently Running Tasks at the bottom of the page. two Web Management filters are installed on the web server: ● The WebAdmin plugin instructs the web server on how to handle certain types of administrative requests from a web browser. In addition. ● WebACD server statistics The Interaction Center WebACD Server page in the IC Web Management Administration Tool lets you to view WebACD server status. (For details. such as server uptime. In IC Manager. see IC Installation and Configuration. see Chapter 5: Additional configuration options on page 111. select Services > WebACD.) 76 IC Administration Volume 1: Servers & Domains May 2009 . cancel or re-queue active email tasks. To access the WebACD server page 1. To view the active tasks. In the left pane. For information on installing this service. The IC Web Management Administration Tool displays the Server Status & Statistics page that shows the top level WebACD information. see Working with WebACD tasks. allowing dynamic generation of HTML content for administering the WebACD server. below. and the number of active tasks. which shows task information. question asked (or email subject line). Select RequeueTask(s). if an agent cannot finish the emails in their queue. inactive. Reassigning email tasks If an email task is active. To view the next page of tasks. In the left pane. you can tell Avaya IC to send the task back to the qualification workflow so that it can be reassigned to a different agent. Using the drop-down lists at the bottom of the Task List page. select Services > WebACD. select Active Tasks in the Server Administration section. enter the maximum number of tasks you want to see in the Max Tasks field and select Restart. inactive. Sort the tasks from oldest to newest or vice versa ● To change the number of tasks displayed per page. click Next. or deferred email task that you want to reassign. Web Management removes the email task from the queue of an agent and sends it back to the qualification workflow so that it can be reassigned to a new agent. In the task list. IC Administration Volume 1: Servers & Domains May 2009 77 . 2. the administrator can reassign those emails without having to log in under the agent’s logon ID. priority. you can: ● Filter the task list by agent name. 2. and agent and routing information. In IC Manager. click Restart. priority. The IC Web Management Administration Tool displays the Task List page. To remove an email task from the queue of an agent 1. task type. To refresh the list and return to the first task. or deferred.Working with WebACD tasks To view information about currently running tasks 1. select the check box in the leftmost column for each active. such as the task ID. task type (queue). and conversation (media) type. That way. even if they have not been accepted by an agent. In the left pane. Select a task ID from the drop-down list at the top of the page and click Submit Query. select the check box in the leftmost column for each task that you want to cancel. 2.Cancelling tasks To cancel a currently running task 1. Note: Viewing ICM service status An information alarm is displayed in IC Manager when the ICM server is stopped or started. 3. 2. Note: Email tasks will be recorded as abandoned if the tasks are cancelled in this manner. Click Cancel Task(s). In the task list table. Viewing historical chat logs To view the chat log associated with a particular task 1. select Services > Web Response Unit. In IC Manager. 4. 78 IC Administration Volume 1: Servers & Domains May 2009 . Select View Transcripts. select Web Self-Service Console. \IC Admin Online Help\Template Manager Online Help\StartTemplateMgrHelp. 6. 10. 7. In the “Creating templates” section. Delete the sections from Email accounts to the end of the file (Email Accounts. This section contains the following topics: ● ● ● ● ● Email template administration on page 80 Avoiding an email auto response loop on page 93 Formatting an HTML email message on page 95 Email accounts on page 98 Email approval process on page 106 IC Administration Volume 1: Servers & Domains May 2009 79 .1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Chapter 4: Email services A portion of this file is also used for the stand alone Email Template Manager help (at least until they can be convinced to change the help link so that it goes into the main IC Manager help). 2. 4. Delete the opening paragraphs up until the first 1Heading (Email template administration). 9. set the XRef to the IC Email server to point to IC Admin volume 1. Promote all 2Heading paragraphs to 1Heading. 5. Delete the one graphic under Organizing your content. IC Manager provides support for the following email services: ● ● ● ● ● Email templates Avoiding email autoresponse loops Email accounts Email filters Email approval process You can configure these services and filters using the IC Manager.. Delete all text flagged HelpOnly. Email filters. Change chapter title to Email template administration and delete now-redundant 1Heading. I use . To create the Email Template Manager help: 1. 8.fm. Saved this file under a new name. and Email approval process) 3. Promote desired 3Heading paragraphs to 2Heading (some I leave in the original topic instead of splitting out--like the ones in the Example template section. Turn all text flagged PrintOnly to unconditional text. Be creative and promote your products and services on every outgoing message. for instance. 80 IC Administration Volume 1: Servers & Domains May 2009 . or to automatically inform users about the status of their messages. and contact information. require an agent to research the answer to a customer’s question. Templates can also be used to add a header or footer to each outgoing message. ● ● ● You can access the Email Template Administrator. You need to enter your IC Manager login and password. Your customers know they’re being looked after. and to provide additional information on agent replies to user email. Message templates are used in several places by Email Management: ● ● ● To acknowledge receipt of an incoming message. and provide a tracking number To apply header and footer text automatically to every outgoing message To send rejection messages to users who are not on a list of validated email addresses for private message queues To append form letter text to replies sent by agents 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Here are some ways to make the most of Email Management’s templates: ● Customize your Message Response templates for each queue. Remember. each queue can have its own set of headers and footers.1 2 3 4 5 6 7 8 9 10 11 ● Email template administration Message templates are form letter responses that Email Management uses to automatically answer email. and haven’t been forgotten. Use the Rejection template to promote a prepaid members-only email support subscription service or other by-invitation messaging service. that automatically sends a form letter to the customer on every outgoing message advising them of the reason for the delay. Some support messages. pointers to your web site. Include answers to frequently asked questions. Use Status templates to keep customers informed about the progress of their inquiries. Use the Header and Footer information to add text to the beginning and end of every message sent by an agent. by selecting Services > Mail Template Administration in IC Manager. Agents apply a status through a web form in Email Management. email resources can be created. These should be created and used if the agent wants to use resources with attachments. These resources are seperate from email template resources. Avaya Agent only supports use of the text part of the template. bcc. This is especially important when the email resource has been defined as part of the global resources hierarchy. The template in the agent resources does not display any associated attachments. subject. Organizing your content The Template / Status tab allows you to organize templates and statuses in folders.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Email templates with attachments Email templates with attachments are primarily used when using the templates as part of the IC Email auto-response functions. Email resources allow the agent to specify the to. Care should be taken to ensure that the attachments specified are accessible from the agent’s system. If resources have to be used where attachments need to be specified. thus creating a tree structure that groups items in a logical way. cc. IC Administration Volume 1: Servers & Domains May 2009 81 . body and attachments when creating the attachment. To do this. the contact is released and the associated email template is sent to the customer. and a set of resolve statuses that have been created in IC Manager with the Messages set to this status should be treated as answered option set. You can also create sub-folders in any number of levels. precede the item name with a punctuation character such as an exclamation point (!) or asterisk (*) that sorts ahead of the alphabetic characters. or according to any other logically consistent pattern. or by department. then moving the templates and statuses into folders. sub-folders. for instance resolve statuses that do not send an autoresponse. Resolve statuses have the option of being associated with an email template. You may want certain items. the more productively your agents can use these templates when responding to customer messages. You organize your templates and statuses by creating and naming folders. If resolve statuses are configured. 82 IC Administration Volume 1: Servers & Domains May 2009 . The sub-menu becomes visible when there are resolve statuses configured.1 2 3 4 5 6 7 8 9 You can organize templates and statuses in folders by topic. otherwise you and your agents may have to spend more time than necessary searching for items in the list. the sub-menu remains visible until the wrap-up phase is entered. Tip: 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Associating resolve statuses with email templates The Release with Reason sub-menu in Avaya Agent Web Client consists of folders. The more care you take to organize your templates in this window. however you should take care not to create a structure that is more complex than it needs to be. to always appear at the beginning of the list so your agents can locate them easily. Tip: Items in this list are sorted alphabetically. When you select the resolve status. Click Ok. 3. Locate and select an email template that you want to remove. 2. all the items in the folder are deleted as well.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 The following window is displayed in IC Manager when creating resolve statuses. To delete email templates 1. Email templates are built elsewhere in IC Manager. Deleting email templates You can delete email templates that you do not required any more. Click Delete. If you delete a folder. but they can be associated with a resolve status in this window. The Name field for each configured status is used as the display name in the release reasons sub-menu. IC Administration Volume 1: Servers & Domains May 2009 83 . Click OK. Note: If the Email Template Administrator does not open. then select Properties to pop up the Folder Properties property sheet. Customers. Enter the name of the folder in the Name field. Click OK. IC Manager displays the Email Template Administrator. Browse the list of folders and templates until you find the folder you wish to modify. Click Content.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 To modify a folder 1. select Services > Email Template Administration. Click Content. select Services > Email Template Administration. From IC Manager. & QueuesSystem/ Configuration property descriptions. 6. 2. Ensure that the EmailLoginServer property is correctly specified in the System/ Configuration section of the Group Manager for the IC system entity. Note: Creating folders and sub-folders Folders can contain statuses. or sub-folders. 2. 4. see IC Administration Volume 2: Agents. From IC Manager. 3. templates. 3. 5. Each folder must have a unique name. 4. Click New Folder. IC Manager displays the Email Template Administrator. 5. Make any necessary changes. For details. To create a folder 1. Modifying a folder 84 IC Administration Volume 1: Servers & Domains May 2009 . Click New. 4. If prompted. an agent may need to resolve a message without sending a response to the customer. Otherwise.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Language Chinese. Enter the name of the status in the Name field. Simplified Chinese. 2. (For example. When the agent views the list of statuses. ! Important: The Filter by Language option is available only with Avaya Agent desktop. when an issue has been resolved and requires no further action. To associate a status with a language. select Services > Mail Template Administration. If you have created multiple folders under the Content list. log in to the Email Template Administrator using login ID and password for IC Manager. The Email Template Administrator displays the New Status Properties dialog box. Do not include an underscore (_) in the status name unless you want to associate a language code with this status. append an underscore and one of the following language codes to the status name. 3. IC Administration Volume 1: Servers & Domains May 2009 85 . If you associate a language code with a status. This option is not available with Avaya Agent Web Client. Traditional English French German Code zh zh_TW en fr de Important: Creating statuses In certain circumstances. they will only see those statuses (and their associated status templates) that are associated with the selected language. Avaya Agent removes the underscore and the language code from the status name. Click New Status. you should add your own language identifier that is not preceded by an underscore. when an agent using Avaya Agent selects the Filter by Language option. 6. 5. Therefore. select the Content node in the tree. Click New. Avaya Agent displays this status name in the list of available statuses for agents. select the desired folder where you want to create a new status. if you want to make it clear that a given status is associated with a given language. In IC Manager.) To add a new status 1. Make the necessary changes. 3. 5. select Services > Email Template Administration. Click OK. If the status indicates a resolution of the issue that requires no further action by the agent. Confirm the deletion at the prompt. Status descriptions are sorted alphabetically in the Content list window. ● 8. To send an auto-response message to the user when an agent assigns this status to a message. 2. To permanently remove (delete) a status from the list. 86 IC Administration Volume 1: Servers & Domains May 2009 . Select a template to send. Click OK to close the Status Properties dialog and add the new status.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Language Italian Japanese Korean Portuguese Spanish Thai 7. Browse the list of folders and templates until you find the status you wish to modify. select the status name from the list and select Properties. Click Content. select the status name from the list then select Delete. In IC Manager. Repeat the procedure for each status you wish to add. 4. You can select from the following options: ● Code it ja ko pt es th Messages set to this status should be treated as answered. Modifying a status To edit a status 1. Send template for this status. To edit or view the settings for a status. Select Properties to pop up the Status Properties property sheet. Browse the list of folders and templates until you find the status you wish to modify. If the status indicates a resolution of the issue that requires no further action by the agent. select the Send template for this status check box. You can automatically send a message to a user each time an agent changes the message status. This text will appear in the list of statuses in the Avaya Agent Resolve Message dialog box. To send an auto-response message to the user when an agent assigns this status to a message. d. IC Administration Volume 1: Servers & Domains May 2009 87 . select Services > Email Template Administration.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Answered Status Certain message statuses can be designated as answered. Click Content. 3. Applying an autoresponse template to a status Agents can manually assign a status to an incoming message. see Creating templates on page 88. and can be used to provide information on the total number of messages answered for a specified reporting period. or that it was forwarded to a supervisor or another agent for action. Select Properties to pop up the Status Properties property sheet. 4. 5. Click New to open the New Status dialog box. fill in the name of the status to assign. Select a template to send. to indicate for instance that the issue is being researched. When you finish filling in status information. To define Answered status 1. On the Status Properties dialog box. Associate the template with an autoresponse status: a. select the Messages set to this status should be treated as answered check box. Create a template. c. For more information. This information is recorded in Email Management’s statistical databases. click OK. 2. In IC Manager. 2. To apply a template to a change of status 1. select the Messages set to this status should be treated as answered check box. To turn on Answered status. e. Click Content. b. 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 To create a template 1. select Services > Email Template Administration and click Content. but the workflow can do additional processing before it determines which template to send. This is similar to the FAQ feature. enter the name of the template. On the Attachments tab. 7. Browse the list of folders in which you wish to add the template. Click OK when you finish creating the template. On the General tab. On the Message tab. Associated with agent-selectable statuses to resolve messages and send a prepared reply to a frequently asked question (FAQ). 6. 3. In IC Manager. Associate a template with a status You can automatically associate a status with a template. 4. which can be sent to a user when a message is resolved to the status corresponding with this template. such as autoresponder loop detection and blank message detection. click Add to browse for a file to attach to this template. Modifying a template To edit a template 1. select Services > Email Template Administration and click Content. Templates can also be sent automatically in response to certain system events. enter a message in the Message window. 88 IC Administration Volume 1: Servers & Domains May 2009 . In IC Manager.1 2 3 4 5 6 7 8 ● ● Creating templates Templates in Email Management can be ● Associated with queues to send automated reply messages. the template text will be sent automatically to the customer as a reply. When your agents resolve a message with this status. select the Create associated status to automatically create a status using this template check box. headers and footers. Click New. You can attach one or more files to the template. then click New Template. (Optional) Select Use original message subject if you want autoresponse to use the subject of the incoming email You can ignore the Use original message subject check box if you want a new subject in the Subject field. 5. 2. Sent as an automated response based on the rules defined in a workflow. To do so. 8. queue name. The text from the "footer template" specified for this queue. Email Management recognizes and translates the following template macros: Macro %AGENTNAME% %DATE% %MESSAGESTATUS% %POOLFOOTER% %POOLHEADER% %POOLNAME% %QUOTEMESSAGE% %RECIPIENTNAME% %SUBJECT% %TEMPLATENAME% Translation The responding agent login ID (used only in "Reply" template). Template macros Template macros allow you to personalize a form letter response to a user with variable information such as date and time. Use Template Macros to insert variable information such as date. as configured in eContact Web Manager IC Administration Volume 1: Servers & Domains May 2009 89 . copy. The Editing window on the Message tab uses standard editing keys to cut. it scans the text for macros it recognizes (text surrounded by the % character). Macros are not translated when they are used in items that are copied and pasted from the Response Library. or click Cancel to discard your changes. Click Ok when you finish editing your template. Current date in system date format. Note that template macros are translated only in automatic responses and status responses. and tracking number. and paste text. 3. The text of the original message. The text from the "header template" specified for this queue. queue name and tracking number. time. and fills in the text referenced by the macro. The message status description. Click the Message tab to edit the template text. Email Management replace the macros with the corresponding information when it sends your message template to a user. Browse the list of folders and templates until you find the template you wish to modify. message status.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 2. The queue name. 4. The result is a message that can include variable data such as time. and queue name in your templates. When Email Management sends a template message to a user. The message recipient email address The subject line of the message The name of the template. and select Properties. it directs users to reply to the message queue. Tips for creating macros ● The Agentname macro inserts the login ID of the agent responding to a message from a user. This is useful when you use the same generic template for more than one status autoresponse messages. the message date and the message time. headers. In IC Manager. select Services > Email Template Administration and click Content. ● When an agent assigns a Status to a message.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Macro %TIME% %TRACKINGNUMBER% Translation Current time in system time format Tracking number For an example of a message template that uses macros to fill in the recipient’s name. To attach a file to a template 1. The Messagestatus macro can be used here to briefly explain the reason for the change of status ● Poolname is the name of the queue associated with the mail account of a user. the queue name. You can use the Messagestatus macro to insert the status text (defined in Email Template Administrator) in the autoresponse template associated with the status. and footers. Email Management can optionally send an autoresponse message to the user. Date and Time macros are filled in with the current system date and time These macros are mainly useful to indicate the date and time of an automated response to the message from a user. However if you wish. It should not be used in automatic responses to the original message from a sender. However. which allows Email Management to maintain a continuous exchange of messages. These queues are not the same queues used in routing of email tasks. you can also refer to it in the text of an autoresponse message. see Example message template on page 91. to deal with the message from a user. The tracking number is always included in the subject line of the message. Email Management does not provide this information in replies. This macro is valid in "Reply" templates. The Trackingnumber macro inserts the unique tracking number assigned by Email Management to the original message from a user. ● ● File attachments Email Management allows you to attach one or more files to send with a template. 90 IC Administration Volume 1: Servers & Domains May 2009 . because at that point Email Management has assigned only a message queue. not an agent. Example status template Dear %recipientname%. Messages are normally answered within one business day. The total size of the template plus its attachments may exceed the capacity of some email servers and email programs. This will help our staff locate and review your correspondence with us. please refer to the tracking number at the top of this message. please refer to the tracking number at the top of this message. Example message template Dear %recipientname%. This is an automated response from %poolname%. We received your reply on %date% at %time%. Click Add to select a file to attach to the template. This is an automated response from %poolname%. not all email programs can receive multiple attachments.1 2 3 4 Note: 2. 3. In the event you need to contact us regarding your original message. Although you can attach any number of files to a template. Our staff are currently investigating the questions you asked in your message. In the event you need to contact us regarding your original message. IC Administration Volume 1: Servers & Domains May 2009 91 . 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Sample message templates The following sample templates illustrate how you can use variables to personalize an automatically-generated email message. You should hear from one of our staff shortly. Thanks once again for writing. Click the Attachments tab. then select Properties. Note: The ability to receive and save attachments depends on the capabilities of the recipient’s email system. and hope to have an answer for you shortly. Browse the list of folders and templates until you find the template you wish to modify. Our staff is available to respond to messages during regular business hours. excluding holidays. We received your message on %date% at %time%. You should be receiving a personal response by email from one of our staff shortly. This will help our staff locate and review your correspondence with us. Thanks once again for writing. We regret that we were unable to deliver your message because the return address on your email did not match the list of addresses recognized for this message pool. however confirmation will not be sent. Example autoresponse loop detection template Example rejection template Dear %recipientname%. If you are not registered in our customer files. Thank you for your interest in Avaya Incorporated.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Because we have received 10 email messages from your email address within the last 24 hours. You should hear from one of our staff shortly. 92 IC Administration Volume 1: Servers & Domains May 2009 . we invite you to contact us by telephone to enroll in our support program. Please check the configuration of your email program to confirm that the return address is the same as the one registered to you in our customer files. then send your message again. Any further mailings will be accepted. we will not send any further automated response messages to you for the next 24 hours. This is an automated response from %poolname%. In the Loop Detection Template field. From the Email Address list. or "both". users can configure their email application to notify a sender that the user is on vacation or away from their desk for the day. see Avaya IC Media Workflow Reference. select Services > Email Accounts. the flow should bypass the SmartAck block. Select the Loop Detection check box.) To turn on autoresponse loop detection 1. Email Management responds one more time with a template. A situation can quickly develop where autoresponders at each end get into a never-ending dialog loop. 4. 2. These automatic messages can create serious problems for programs such as Email Management if it is configured to respond automatically to all incoming messages. and agent replies are routed back to the customer. You can select one of the following loop detection types: Avoiding an email auto response loop IC Administration Volume 1: Servers & Domains May 2009 93 . (For a sample template.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 6. select the template used to send a final message to a customer after the message loop count is exceeded. For example. if not set then looks for "from") from address reply to address Both from address and reply to address Many email users configure their email applications to automatically send a response every time an email message is delivered to the user’s mailbox. If the value of this field exceeds the desired value. "reply to address". 3. In IC Manager. Email Management allows you to limit possible autoresponder loops by specifying a maximum number of messages that will be automatically responded to from any email address in a 24-hour period. make sure that the flow looks at emailcount field in the EDU. Loop detection sender from replyto both Description Sender (first looks for Reply-To. To avoid this issue. double-click the email address for which you want to turn ON the autoresponse loop detection. If the number of messages from a user reaches that value. (For details about the email workflows.) Email loops can also be generated by workflow-initiated acknowledgements. Loop detection type is based on "sender". 5. then stops autoresponding to that user. select the loop detection type. From the Loop Detection Type drop-down list. Click the Miscellaneous tab. "from address". see Example autoresponse loop detection template on page 92. Messages continue to be routed to agents. italics. & Queues. the approver can change the format of the message. Customers. Avaya recommends that all email approvers set their email preferences to read incoming emails in HTML format. With HTML format. If a customer sends an email with stationary or a background image. New outbound emails use the default format set in your preferences. Click Ok. enter the maximum number of automated responses that you want the customer to receive in a 24-hour period. This section includes the following topics: ● ● Changing the message format on page 94 Formatting an HTML email message on page 95 Changing the message format The type of email message determines the message format: ● Replies and forwarded emails automatically use the same message format that Avaya Agent Web Client uses to display the original incoming email. your reply is also in HTML format. Note: Web Agent does not support stationary or background images in emails. You can also view and insert images in an email message. if Avaya Agent Web Client displays an incoming email in HTML format. see IC Administration Volume 2: Agents.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 Note: 7. Web Agent displays all other HTML formatting in the message. This setting ensures that Avaya Agent displays all emails that require approval in the format selected by the agent. Plain text does not support text formats or images. 8. Web Agent does not display the stationary background. For example. Email Management will not automatically respond to messages that exceed this count. However. To set the default format for all new outbound email messages. In the Loop Detection Count field. Formatting email text Avaya IC supports the following text formats for email messages and resources: Plain text format: Plain text does not support any special formats in the body of an email message. ● 28 29 30 31 32 33 If a reply or other outbound email is sent to an approver for quality assurance. 94 IC Administration Volume 1: Servers & Domains May 2009 . including any embedded images. you can emphasize words with bold. HTML format: HTML supports special formats in the body of an email message. For example. you can format the message text. or colors. ● ● ● ● ● Bold Italic Underline Font Font Size IC Administration Volume 1: Servers & Domains May 2009 95 . you will lose all formatting. On the HTML formatting toolbar. replies to customers. images.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 To change the message format. select one of the following options from the drop-down list on the HTML formatting toolbar: ● ● HTML Plain Text ! Important: Important: If you change the format of an email message from HTML to Plain Text. Formatting an HTML email message You can format all HTML email messages that you have received. and forwarded emails. click one of the following buttons. Select the text you want to format. and other content that is not supported in plain text. including the new outbound emails. This section includes the following topics: ● ● Formatting message text on page 95 Aligning text on page 96 Changing the font colors on page 96 Creating a bulleted or numbered list on page 96 Inserting an image on page 96 16 ● 17 ● 18 ● 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Formatting message text To format message text 1. 2. 2. Foreground Color to change the color of the text. click one of the following buttons. click one of the following buttons: ● Highlight Color to change the background color of the text. 96 IC Administration Volume 1: Servers & Domains May 2009 . On the HTML formatting toolbar. Contact your supervisor if you cannot access this directory. click one of the following buttons: ● ● Bullets Numbering Inserting an image You can insert any image that is located in a shared directory designated by your supervisor. Creating a bulleted or numbered list To create a bulleted or numbered list 1.1 2 3 4 5 6 7 ● Aligning text To align text 1. On the HTML formatting toolbar. 2. 2. ● Align Left Center Align Right 8 ● 9 10 11 12 13 14 15 16 17 ● Changing the font colors You can change the background color of selected text and the color of the text. In the Font Color dialog box. Select the text you want to format. 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 3. To change font color 1. Select the text you want to align. On the HTML formatting toolbar. double-click the color you want to apply. Select the paragraphs that you want to include in a bulleted or numbered list. click Insert Image. in the Image URL field. IC Administration Volume 1: Servers & Domains May 2009 97 . Place your cursor where you want to insert the image in the email message. If possible. If you do not know the image location. select Browse and navigate to the file that you want to attach and select the file. type the location of the image. use a link to an image on a Web server that the customer can access. The size of an email work item increases with each embedded image. especially an email that contains one large image or many smaller images. 2. 3. Avaya recommends that you do not insert too many images in an email work item.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Note: Note: You can only insert images from directories specified by your supervisor. In the Insert Image Location dialog box. Some customers may not be able to download a large email. To insert an image: 1. On the HTML formatting toolbar. Click OK. 4. 1 2 3 4 5 6 7 8 9 Note: Email accounts Email Management polls mailboxes on your POP3 (Post Office Protocol version 3) server or IMAP4 (Internet Message Access Protocol version 4) server for incoming messages. you can then add it to Email Management using the following procedure: 1. Email Management assigns the message to a queue where agents assigned to that queue can answer it. Because the procedure for creating user names differs depending on what POP3 or IMAP4 server you are using. When a message arrives at your site addressed to one of these email accounts. Some commonly used email accounts include "support". 3. you must also create these email accounts and passwords on your POP3 and IMAP4 servers. When you have verified that the mailbox has been created and is working properly. Click New to display the New Email Account property sheet. The Email Accounts dialog box opens. you should first verify that the mailbox you wish to add has been created on your POP3 and IMAP4 server. 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Adding an email account Before using IC Manager to add email accounts to Email Management. You should also make a note of the login ID and password. From the IC Manager. Note: In order for Email Management to receive email at these addresses. Fill in the fields on the following tabs: ● ● ● ● ● ● General tab Outgoing Email Server Incoming Email Server Templates tab Filter tab Miscellaneous tab 98 IC Administration Volume 1: Servers & Domains May 2009 . it does not create the email account on your POP3 or IMAP4 server. "sales" and "info". IC Manager only links to an existing mailbox. 2. you should consult the documentation for your POP3 and IMAP4 software for instructions on how to add user names. select Services > Email Accounts. Note: You can also disable the email account by selecting the Disable Account check box. In this field. To use a different return address. In Avaya IC 7. The email accounts then fetches the email from the selected poller cluster. Outgoing Email Server The Outgoing Email Server tab contains information on how this email account should connect to your SMTP server to send messages. select the tenant that will be associated with this email account. For details about testing this server. ● ● Incoming Email Server The Incoming Email Server tab contains information on how this email account should connect to your POP3 and IMAP4 servers to retrieve messages. all the emails remains on the email server. Outgoing Email Server (SMTP) Port.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 General tab The General tab contains general information about the email account that you want to configure. you have to enter the name of the folder from which you want fetch the emails. Outgoing messages (replies from agents) are sent through an SMTP (Simple Mail Transport Protocol) server that is configured to allow connections from your Email Management server system. Enter the network address for the SMTP server you would like to use here. IC Administration Volume 1: Servers & Domains May 2009 99 . The return address is the address that appears in the “From” field in an email response sent to the customer from this account. and from agent systems on your network. Test. You can select POP3 or IMAP4 from the drop-down list. The button that you can click to test the specified SMTP server. If you select IMAP4. You must select the poller cluster name from the Owner Name drop-down list. You can specify: ● Email Account Type. see Testing an email account on page 102. You can specify: ● Outgoing Email Server (SMTP). you can also use IMAP4 protocol for receiving the emails. The port number which is used by the specified SMTP server. Note: You must create the poller cluster to select the Owner Name. Note that Email Management can manage mailboxes in any number of domains so long as it has the necessary information to log onto the POP3 or IMAP4 server. In IMAP4. IC Manager automatically fills in this address with [email protected]. select it from the Return address drop-down list. you need to enter the mailbox name and domain exactly as they are configured in your POP3 or IMAP4 server. the Mail Folder Name field becomes visible. In the Tenant drop-down list. In the Name and Domain fields. and if Email Management is configured to use Secure Password Authentication when logging onto POP3 accounts. This is the port number used by POP3 or IMAP4 servers for receiving mails. If you select this option. Select this check box to enable Authentication Type. Use Secure Authentication. see the IC Installation and Configuration guide. New Message: The text of this template will be automatically sent to a customer when a new email is received from that customer. 100 IC Administration Volume 1: Servers & Domains May 2009 . the port number for POP3 sever is 110 (995 if TLS is enabled) and IMAP4 server is 143 (993 if TLS is enabled). Click this button to test the email account for incoming mail server. which is 993/ 995. If no protocol match takes place. For more information. see Testing an email account on page 102. Select this field to enable the TLS (Transport Layer Security) for the mails that are fetched from this email account. If the POP3 server supports Secure Password Authentication. The POP3 or IMAP4 protocol normally uses plain text name and password to log on a user. the IMAP4/POP3 works on the SSL port. This means that there is a possibility that a user on the same local area network could intercept and view passwords as they are transmitted between Email Management and the POP3 or IMAP4 servers. Incoming Email Server Port. the logon account. For details about testing the incoming server. ● 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 ● ● ● ● Test. For details about testing this server. the POP3 password will be scrambled rather than being sent as plain text. Follow Up: The text of this template is sent when a reply is received from a customer or when a follow up email is received from a customer. Footer: The text in this template will be appended to the end of any email to a customer. Email Management will use plain text to send the user ID and password. Use TLS. Secure Password Authentication is a challenge-response protocol used by the operating system’s security subsystem to prevent passwords from being sent through the network in a plain text format. Templates tab The Templates tab lets you specify the following templates: Header: The text in this template will be inserted at the top of any email to a customer. Enter the network address of the selected server where the email accounts are configured. If any of these settings are incorrect. By default. Authentication Type. and password in the appropriate field. POP3 or IMAP4 servers require users to log on with a user name and a password in order to retrieve email.1 2 3 4 5 ● Incoming Email Server. Email Management will not be able to connect to the IC Email server. see Testing an email account on page 102. Note: At a time. From the Select Response Library template section. see Email server on page 248.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Bounce Mail: The text of this template will be automatically sent in response to a message that has been rejected. 4. Filter tab You can use the Filter tab to specify the following filter option: ● Filter Type. Miscellaneous tab You can use the Miscellaneous tab to specify the following options: ● Override global email checking scheduler. If you have selected Override global email checking scheduler. Click Ok. 2. If you change the seconds in New email check frequency to a number 10 or less. The field is enabled only if you select the filter type as VALID_EMAIL_LIST. You must manually change the number. Reject From. The field is enabled only if you select the filter type as INVALID_EMAIL_LIST. enter the number of seconds between email checks in this field. ● For information about creating filters. Note: ● Accept From.) New email check frequency (sec). Email management rejects mails that comes from any email address mentioned in the Reject From list. Click the button after the appropriate field. select the template you want to use. The name of the selected template is displayed in the Name field. For details about creating templates. Select the Use Resources check box. Select this check box if you want this account to check for new messages either more or less frequently than the global setting that was specified for the IC Email server. ● IC Administration Volume 1: Servers & Domains May 2009 101 . see Creating templates on page 88. see Creating Email filters on page 104. only one filter is active. the down arrow becomes disabled. IC Manager displays the Select Header Resource dialog box. Select the type of filter to be enabled for this email account. (For details about the IC Email server settings. To select a template 1. Email management rejects mails that comes from an email address that is not in the Accept From list. Click the button to enter email addresses. Click the button to enter email addresses. 3. Blank Template Detection: Select the check box to enable Blank Email. If you want to send a sample email as well as test the connection. An incoming email contact is considered to be a duplicate if all of the following parts of the contact are identical to those in a previous contact: ● ● ● ● From address To address Subject Body ● ● Loop Detection. Loop detection is based on "sender". IC Manager displays the Email Account Test dialog box. an email with no body text) is received from a customer. In IC Manager. you can send a test message using the SMTP server to find out if the server is running and the email account is working. Blank Email: The text of this template will be automatically sent to a customer when a blank email (for example. Loop Detection Count: This field specifies the maximum number of acknowledgements that should be sent to a specific customer in any 24 hour period. Loop Detection Type. select an email account for which you want to test outgoing email server. Select the check box to enable the Loop Detection Type field. click Outgoing Email Server tab. 6. select the Send a test message using this account check box. Click Edit to display the Properties dialog. IC Manager creates an email with: ● A dummy address in the From field 102 IC Administration Volume 1: Servers & Domains May 2009 . The option does not check outbound email contacts. ● 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 ● ● ● Testing an email account With IC Manager. Loop Detection Template. Select the check box to enable the checking of duplicate message received by an agent. 3. Using IC Manager’s email account testing functionality. Click the button to select the template for the loop detection type selected above. "reply to address" or "both". In the Email Accounts dialog box. "from address". 2. In the Properties dialog.1 2 3 4 5 6 7 8 9 10 11 ● Duplicate Message Checking. select Services > Email Accounts. To test the outgoing email server 1. Selecting this options ensures that duplicate messages are not received. you can test the connection to the SMTP server for outgoing email messages and to the POP3 or IMAP4 server for incoming email messages. 4. Click Test. 5. To test the incoming email server 1. Click the Incoming Email Server tab on the Properties dialog. you can change the value in the appropriate field. The phrase "Test mail message" in the Body field. Click Test to display the POP3 test dialog box. 7. Click Test to display the SMTP test results dialog box. 2. If you want to change any of the default information. it sends that email to the SMTP server. When you click Test. IC Administration Volume 1: Servers & Domains May 2009 103 . You can use this option to generate multiple test emails and compare the timestamp in their subject lines.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 ● ● ● The selected email account in the To field The current timestamp in the Subject field. & QueuesManaging the FAQ database on page 181. 2. 104 IC Administration Volume 1: Servers & Domains May 2009 . Click New.com.. Email Management forwards the email to the Bounced Message Email Address specified on the General tab of the Email Accounts. Rejects all email from the domain public. Customers. 4.com".1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Note: Creating Email filters The Email Filters option is a feature of Email Management that lets the administrator define user names or domains that will not be allowed to send messages to Avaya IC email accounts or queues. Use this option if there are certain user names or domains that should never be able to send messages to any of your Email Management email accounts or queues. click OK to save your settings. 2.com Result Rejects email from the address friend@public. (Avaya IC does not do this check automatically.com Rejects email from the user name friend at any domain. Fill in the address to filter. click the Ellipses (. When you have finished setting up the email filters. You can filter a complete mailing address.. To add an email filter 1. see IC Administration Volume 2: Agents.com". those emails must be reassigned before the account can be deleted. The following examples show valid email filters: Filter friend@public.) For details about working with FAQ documents. or on a substring within the email address. you cannot delete that email account. If an incoming message matches a filtered address. Note: If you have deleted email tasks for an email account from the WebACD Admin page.com friend@ @public.) button for Accept From or Reject From. such as "@public. 3. Make sure that the email account you want to delete does not have any pending emails. On the Filter tab. Make sure that the email account is not associated with any FAQ documents. such as "friend@public. If it does. Deleting an email account To delete an email account 1. Select Delete and confirm the deletion at the prompt. select the account you want to delete.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 3. Select Services > Email Accounts. 5. IC Administration Volume 1: Servers & Domains May 2009 105 . In the Email Accounts dialog box. 4. an inbound email contact had routing hints for en and sales. suspectcontent Used for Avaya IC systems that use Content Analyzer for email analysis. Create one of the routing hints described in the following table. The RoutingHint table in the Directory server must include these three routing hints. you need to: Create a routing hint for email approval on page 106 Create an approval workgroup on page 107 Create an approval queue on page 108 Create agents for the approval workgroup on page 109 Configure the IC Email server to analyze outbound emails on page 109 6 ● 7 ● 8 ● 9 ● 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 The RoutingHint table must include an email queue that matches the routing hint for email approval and the routing hints found for the original inbound email contact.1 2 3 4 5 ● Email approval process You can configure Email Management to send outbound email contacts to an approver for review. The outbound email contact has a routing hint for approvalrequired. For information on the outbound email workflow. Routing hint approvalrequired Description Used for Avaya IC systems that use Analyze with Keyword for email analysis. The three routing hints must be associated with the approval email queue and the same tenant. Create a routing hint for email approval To set up email approval. 106 IC Administration Volume 1: Servers & Domains May 2009 . see Avaya IC Media Workflow Reference. With this configuration. you must create an approval routing hint for the Set Routing Hint block in the outbound email workflow. depending on whether your Avaya IC system includes Content Analyzer. For example. To set up an approval process. Email Management can send the outbound email contact to the approval workgroup that is associated with the approval email queue. see IC Installation and Configuration. For information on how to create the email approval routing hint. see Workgroups in IC Administration Volume 2: Agents. Select OK. enter ApprovalTeam. For example. IC Administration Volume 1: Servers & Domains May 2009 107 . In the Create New Workgroup dialog box. select Tools > Groups. The Group Manager creates a new workgroup on the same level as the Default workgroup.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Note: Create an approval workgroup To create an approval workgroup: 1. In the Group Manager window. 5. In IC Manager. Customers. Leave this blank. 6. Select OK in the Create New Workgroup dialog box. 3. Select Create New Workgroup. 2. Select Owners from the drop-down list. The Group Manager displays a Default Workgroup in the Membership tab on the right pane. double-click DefaultTenant in the left pane. Enter a description of the workgroup. 4. & Queues. complete the fields in the following table: Field Workgroup Name Description Notification Method Notification Address Recommended entry Enter a name for the approval workgroup. Note: For details about workgroups. Enter a name for the email queue. click the Device tab. 2. In the Device Editor (Email) dialog box. enter approverqueue.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Addressable Check this box if you want the agents to see the queue in the agent directory. 4. This is the workgroup that you created in Create an approval workgroup on page 107. enter 00:30:00 to set thirty minutes as the maximum amount of time that an outbound email should spend in the queue. Minimum agents 1 Service Level Priority Assign a priority to the queue. select Email Queue and click OK. Select the site of your IC Email server. Enter the minimum number of agents who must be active to use the queue. Workgroup Enter the name of your approval workgroup. For example. For example. Description For example. In the New Device dialog box. For example. and seconds in the format HH:MM:SS Site Name Field Id Recommended entry Enter the identifier for the queue. Enter the number of hours. minutes. The name cannot contain: ● Spaces ● More than 32 characters if you want this queue to accept transfers from the Unified Agent Directory. In IC Manager. 3. enter approverqueue. Select Device > New Device. click the General tab and enter the information for the fields mentioned in the following table: 108 IC Administration Volume 1: Servers & Domains May 2009 . enter 1. Create an approval queue To create an approval queue: 1. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Note: 5. For details. 4. The agents in this workgroup will be responsible for approving all email contacts marked for approval. For details. see Avaya IC Media Workflow Reference. Customers. & Queues. 6. In IC Manager. Click Apply. Select Manager > Refresh. you need to: 1. Customers. Note: For details about queues. see Creating devices in IC Administration Volume 2: Agents. Avaya IC will now run the analyze outbound email workflow that has been uploaded to the Workflow server. Click OK. IC Administration Volume 1: Servers & Domains May 2009 109 . see Creating a new agent in IC Administration Volume 2: Agents. Click the Analysis tab. & Queues. Create agents for the approval workgroup You must create at least one agent for the approval workgroup. Click OK. double-click the IC Email server in the list of servers. 2. Configure the IC Email server to analyze outbound emails To have the IC Email server analyze all outbound emails. 3. 7. Select the Run Outbound Email Flow check box. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 110 IC Administration Volume 1: Servers & Domains May 2009 . Chapter 5: Additional configuration options The Configuration tab for global settings lets you enter additional configuration options for: ● ● ● ● ● Text chats Telephony servers Voice chats Tenant websites Workflows To set these options. The left pane shows the available table folders in a tree structure format. or when you create a new record. the fields contained in the selected record. Select any table. view the records in that table. You can add new records to a table. the editable fields for that record. click the Configuration tab in IC Manager. the Configuration tab includes the following table folders and tables: Table Folder Chat Resource Manager Telephony Tables CIRS (Central Internet Routing Service) ICM (Internet Call Manager) LRM (Logical Resource Manager) ACD Name Link Group TS Group IPGateway Voice Media Manager Website Context Configuration Agent Search RoutingHint VoiceChat Voice Chat Website WorkFlow IC Administration Volume 1: Servers & Domains May 2009 111 . The right pane shows either a list of records for the table selected in the tree. but you cannot add new tables or table folders. Out-of-the-box. Select the symbol next to any table folder to expand that folder and show the tables within it. click New Record. see Default properties on page 114. 5. For details about setting up all of these options. select a table to which you want to add the record. 2. Repeat the above steps to add more new records to the currently selected table. 112 IC Administration Volume 1: Servers & Domains May 2009 . IC Manager denotes required fields with an asterisk (*).For a list of the default properties associated with these tables. This section contains the following topics: ● ● ● ● Creating new records on page 112 Changing records on page 113 Deleting records on page 113 Default properties on page 114 Creating new records To add a record to a table 1. IC Manager displays the table updated with new records. Enter the appropriate information in the fields displayed in the right pane. In the left pane of IC Manager. Right-click in the right pane and select Show Advanced Properties to view advanced properties. 3. On the toolbar. 4. see IC Installation and Configuration. 6. Click OK to save your changes or Cancel to discard them. If there are several records in the table. IC Administration Volume 1: Servers & Domains May 2009 113 . 4. If there is only one record in the table. select the appropriate record in the list in the right pane. Click OK to save your changes or Cancel to discard them. IC Manager displays it in the right pane. select the appropriate record in the list in the right pane and click Edit on the toolbar. IC Manager denotes required fields with an asterisk (*). Repeat the above steps to updated records from the currently selected table. In the left pane of IC Manager. If there are several records in the table. 2. 3. Deleting records To delete a record 1. If there is only one record in the table. Right-click in the right pane and select Show Advanced Properties to view advanced properties. Change the appropriate information in the fields displayed in the right pane. select the table that the record is in. IC Manager displays the table with updated records.Changing records To change an existing record 1. 2. On the toolbar. click Delete. 5. 3. IC Manager displays it in the right pane. In the left pane of IC Manager. Click Apply. select the table that the record is in. CIRS Hostname CIRS Port 114 IC Administration Volume 1: Servers & Domains May 2009 . right-click and select Show Advanced Properties from the pop-up menu): Property Name Global CIRS Name Description Enter the name of the CIRS. Right-click in the right pane and select Show Advanced Properties. Chat table folder The Chat table folder contains the CIRS and ICM tables. Select the Avaya IC site that this server is associated with. CIRS Active IC Site Advanced Properties CIRS Servlet Port Enter the CIRS port number.Default properties Out-of-the-box. Must match the dsObject parameter in the etc/cirsSystemParms. External clients use this parameter to determine which ICMs to use. The CIRS server uses this parameter to determine which CIRS record to read for configuration. TESTBOX. 2. see IC Installation Planning and Prerequisites. CIRS record properties The CIRS servlet is a load-balancing servlet for Web Management that is used if you have multiple ICM servers. To view the advanced properties 1. see IC Installation and Configuration.xyzcorp. Select this check box if the CIRS is active. Enter the port number. the Configuration tab includes standard and advanced properties for the records within each table. Select an existing record or create a new record. For example. The name and domain of the machine that hosts the CIRS server. For a list of default port numbers for components in Avaya IC. For a list of default port numbers for components in Avaya IC. Records in the CIRS table can have the following properties (to view the advanced properties listed below.txt file.com. txt file. Enter the name of the machine that hosts the CIRS server used for load balancing. Note: ICM Active ICM Server Name SMTP Host Chat Transcript Directory Style Sheet Directory CIRS Host ICM Property Management Debug Level ICM Toolkit Debug Level ICM Debug Level IC Administration Volume 1: Servers & Domains May 2009 115 . For a list of default port numbers for components in Avaya IC. Enter the port number. see IC Installation Planning and Prerequisites. Enter the directory where Avaya IC stores the style sheets used to format emails that include chat transcripts. ICM record properties Records in the ICM table can have the following properties (to view the advanced properties listed below. The server uses this parameter to determine which ICM record to read for configuration. Select a number from 0 to 4. External clients use this parameter to determine which ICMs to use. Enter the fully-qualified domain name of the machine that hosts the primary ICM server. Select a number from 0 to 4.Property Name No Resource URL Util Port Description Enter the URL used if no resources are available. where 0 is the lowest level of logging and 4 is the highest. right-click and select Show Advanced Properties from the pop-up menu): Note: These properties are options. where 0 is the lowest level of logging and 4 is the highest. Select a number from 0 to 4. where 0 is the lowest level of logging and 4 is the highest. Enter the directory where Avaya IC stores the chat transcripts. The out-of-the box ICM can still operate without configuring these options. Enter the fully qualified domain name of the machine that hosts the SMTP server. Property Name Global ICM Name Description Enter the name for the ICM server. Must match the dsObject parameter in the etc/systemParms. Select this check box if the ICM is active. enter 60 600 1200 Represents the following parameters for configuring caller connections in seconds: ● checkInterval. How long to wait before disconnecting a connection due to inactivity CIRS Connectivity Options Caller Connectivity Options ICMBridge Connectivity Options 116 IC Administration Volume 1: Servers & Domains May 2009 . How long to wait before disconnecting a connection due to inactivity Enter three sets of seconds separated by spaces. How often to check the state of the connections ● sendInterval. How often to check the state of the connections ● sendInterval. enter 60 600 1200 Represents the following parameters for configuring CIRS connections in seconds: ● checkInterval. How often to send a keepalive event across the connection ● disconnectInterval. For example. How often to check the state of the connections ● sendInterval. How often to send a keepalive event across the connection ● disconnectInterval.Property Name Advanced Properties Agent Connectivity Options Description Enter three sets of seconds separated by spaces. enter 60 600 1200 Represents the following parameters for configuring ICMBridge connections in seconds: ● checkInterval. enter 60 600 1200 Represents the following parameters for configuring agent connections in seconds: ● checkInterval. How often to check the state of the connections ● sendInterval. For example. How long to wait before disconnecting a connection due to inactivity Enter three sets of seconds separated by spaces. How often to send a keepalive event across the connection ● disconnectInterval. How long to wait before disconnecting a connection due to inactivity Enter three sets of seconds separated by spaces. How often to send a keepalive event across the connection ● disconnectInterval. For example. For example. To enable tunnelling 1. Enter the port number. Select the Attribute server from the drop-down list. the ICM server runs the workflow from the Transcript Added Flow Name field when Avaya IC processes chat transcripts. such as Notepad. see IC Installation Planning and Prerequisites. Use the up and down arrows to select the desired number of minutes. Enter the directory and file name of the PDM. For a list of default port numbers for components in Avaya IC. For a list of default port numbers for components in Avaya IC. 3. see IC Installation Planning and Prerequisites. see IC Installation Planning and Prerequisites. see IC Installation and Configuration. This parameter specifies how long the ICM server waits before checking the chat transcript directory and processing the transcripts to email to customers and save to the database. Enter the host name for the CIRS server.Property Name IC Site Transcript Poll Interval Description Select the Avaya IC site that this server is associated with. see IC Installation Planning and Prerequisites. Ensure that the $tunnelEnabled$ parameter is set to True. When you select this check box.txt file in an ASCII editor. For a list of default port numbers for components in Avaya IC. Enter the port number. Enter the port number. 2. Go to the system that hosts the ICM server. Open the callerap. For a list of default port numbers for components in Avaya IC.xml file. named: icmname_website. Enter the desired size for the ICM website integration log. For a list of default port numbers for components in Avaya IC. Select this check box only if your Avaya IC system includes integration with another system.log Enter the port number. Enter the port number. CIRS Host CIRS Port PDM Path Attribute Server Maximum Property Management Log Size Tunnel Port Agent Server Port Caller Port Util Port Enable Transcript Added Flow IC Administration Volume 1: Servers & Domains May 2009 117 . ) 118 IC Administration Volume 1: Servers & Domains May 2009 . (You cannot use spaces or special characters. For details.Property Name Transcript Added Flow Name Description Name of the workflow to run when Avaya IC processes the chat transcript. This parameter is only required if additional event data is needed in the workflow. Records in the LRM table can have the following properties: Property Name Name Description Description The alphanumeric name of the LRM. Link Group. see IC Business Advocate Configuration and Administration. Note: You do not need to set this parameter to run an icm. ACD Name record properties Records in the ACD Name table can have the following properties: Property Name ACD Name Description The alphanumeric name of the ACD.Run request when the server processes the chat transcript.transcriptadded workflow. (You cannot use spaces or special characters. Use the format project_name. Telephony table folder The Telephony table folder contains the ACD Name. Transcript Added Flow Event Resource Manager table folder The Resource Manager folder lets you define the LRMs needed for Business Advocate.) A description of the LRM. and TS Group tables.flow_name in this field. Avaya IC does not include a sample transcript added workflow. Name of the event to send in a WorkFlow. IPGateway record properties Records in the IPGateway table can have the following properties: Property Name Name IP Address Description The alphanumeric name of the gateway. The IP address for the gateway.) A description of the link group. Voice Chat table folder The Voice Chat table folder contains the IPGateway and Voice Media Manager tables.Link Group record properties Records in the Link Group table can have the following properties: Property Name Name Description Group Description The alphanumeric name of the link group. The Telephony servers that handle the CTI link to the group table in Avaya IC. All servers in the link group must have the same ACD name and belong to the same switch. IC Administration Volume 1: Servers & Domains May 2009 119 . For details about link groups. (You cannot use spaces or special characters. see IC Business Advocate Configuration and Administration. Do not create a link group that includes Telephony servers that belong to more than one switch. Click the button to display the Group dialog box where you can add or remove Telephony servers from the current group. TS Group record properties Records in the TsGroup table can have the following properties: Property Name Name Group Description The name of this group of Telephony servers. The maximum number of supported calls. Records in the Voice Media Manager table can have the following properties: Property Name Name IP Address Port Description The alphanumeric name of the VMM. For a list of default port numbers for components in Avaya IC. ACD Name Site Route Point Capacity Active Voice Media Manager record properties The Voice Media Manager (VMM) serves as a proxy between the VoIP applet and the gateway. see IC Installation Planning and Prerequisites. The Avaya IC site associate with the gateway. The name of the ACD file associated with this gateway. The IP address for the VMM. This value must be less than or equal to 31. The dialable number that the gateway uses to route calls. The port for the VMM.Property Name Port Description The port for the gateway. Select this check box if the VMM is active. For a list of default port numbers for components in Avaya IC. Site Active 120 IC Administration Volume 1: Servers & Domains May 2009 . Select this check box if the gateway is active. The Avaya IC site associate with the VMM. see IC Installation Planning and Prerequisites. if you use localhost in the URL the first time. the URL will be: http://<hostname>/support/public Context Active CIRS Name Website Debug Level Default hostname for context IC Site Servlet context name IC Administration Volume 1: Servers & Domains May 2009 121 .Website table folder The Website table folder contains the Website Context Configuration table. the URL will be http://localhost/ website/public. The ICM server uses this parameter to determine which ICM record to read for configuration. Select a number from 0 to 4. It is used by external clients to determine website context name. This name is used by external clients to determine the location of your customer-facing Website. if you enter support for a customer support Website. Web Management uses the value that you use in the URL when you access the customer-facing website for the first time. This is the web application name in the Tomcat server. The name of your Website servlet. Enter the name of the CIRS server to which the ICM CIRS servlet connects to perform load-balancing for chat contacts.txt file Select this check box if external clients should use this configuration. Web Management uses this as the default machine_name in the URL for the customer. For example. This value is part of the URL used to access the customer-facing Website. For example. website. Records in this table can have the following properties: Property Name Global Name Description Enter the global name (for example. website). If you enter a value in this field. For example. Enter the name of the machine that hosts the website. where 0 is the least level of logging and 4 is the greatest level. If you leave this field blank. This property is not currently used. Must match the dsObject parameter in the etc/ systemParms.facing Website. This box must be checked for the Website to function. Enter the maximum file size. Used by external clients to determine website protocol.Property Name Default internet protocol Description Select a protocol from the drop-down list. The length of time the client should wait for a response from the server before the client assumes the server has shut down. Default port for context Advanced Properties Admin Pages Active Public Pages Active Maximum website debug file length Toolkit Debugging Level for Website Path to PDM metadata file Select this check box if the administration pages should be accessible. see IC Installation and Configuration. If you leave this blank. Enter the default port number for the website’s HTTP connection. the Website tries to locate the Attribute server.xml Attribute Server Select the Attribute server from the drop-down list. where 0 is the least level of logging and 4 is the greatest level. This is the Attribute server to which the website connects to send or receive property management and self-service FAQ updates. Select a number from 0 to 4. The default path and file name are: IC_INSTALL_DIR\IC72\etc\pdm. Enter the directory path and file name of the PDM XML metadata file. The length of time that should pass between "Keep Alive" messages if the Heartbeat Enabled parameter is selected. For a list of default port numbers for components in Avaya IC. Select this check box if the public pages should be accessible. Select this option to have the client send periodic "Keep Alive" messages to the server. Heartbeat Enabled Heartbeat Interval Heartbeat Timeout interval 122 IC Administration Volume 1: Servers & Domains May 2009 . the agent state cache update will be stopped. After setting this property. RoutingHints. For details about workflows. see IC Installation and Configuration. For details about configuring these properties. If this time interval has to be overridden. An integer representing the time interval (in seconds) between two subsequent updates of the cache of the state of all agents in the system. If this value is set to 0. Agent Search record properties Records in the Agent Search table can have the following properties: Property Name Name Description The "update_agentstate_cache" flow under the project "sys_agentsearch" updates the cache of the state of all agents in the system if the time interval for such an update request is more than 600 seconds. this property could be used to set the name of the configuration parameter the flow should look into for overriding the default time interval of 600 seconds. the "update_agentstate_cache" flow must be modified to look into this property value. and Voice Chat tables. see Avaya IC Media Workflow Reference.WorkFlow table folder The WorkFlow table folder contains the Agent Search. Value IC Administration Volume 1: Servers & Domains May 2009 123 . RoutingHint record properties For details about creating Routing Hints. The tenant that this routing hint applies to. see Avaya IC Media Workflow Reference. For a: ● Voice contact. the hint must be Routing Hint associated with an FAQ document (For details. see IC Installation and Configuration. For information about implementing Routing Hints. & Queues. Tip: To specify a queue as a routing hint. Customers. 124 IC Administration Volume 1: Servers & Domains May 2009 . Tip: You can find the voice queue ID in the Queue ID column on the Device tab. Note: This field is reserved for use by Business Advocate in Avaya IC. the hint must be a routing hint that would be determined on analyzing an email either by a keyword search or by using the Content Analysis server. Voice Queue Id Chat Queue Id Email Queue Id Category/Qualifier Tenant Advanced Properties User Defined Advanced users of the system may use this property to map any value to the specified Routing Hint. enter the information found in the ID column on the Device tab. A valid chat queue ID (or Device number) to which the hint specified in the Routing Hint property must be mapped. The category or qualifier for the Routing Hint. see IC Administration Volume 2: Agents. ● Chat contact. A valid voice queue ID (or Device number) to which the hint specified in the Routing Hint property must be mapped. a DNIS or an ANI is a valid hint.) ● Email contact. Records in the RoutingHint table can have the following properties: Property Name Routing Hint Description A hint for routing a contact. A valid email queue ID (or Device number) to which the hint specified in the Routing Hint property must be mapped. Enter the number of seconds that the workflow should wait before it times out. IC Administration Volume 1: Servers & Domains May 2009 125 . This entry represents how many seconds a gateway should have to respond to a MakeCall request.VoiceChat record properties Records in the VoiceChat table can have the following properties: Property Name Name TImeout Description Enter the name of the IV chat flow. 126 IC Administration Volume 1: Servers & Domains May 2009 . Route the email to the appropriate agent or group based on the topic of that email. If you want to use this feature. Italian. Korean.Chapter 6: Using Content Analyzer for automated email processing Avaya Interaction Center includes an optional component called Avaya Content Analyzer. emails written in Spanish can be sent to an agent who can read Spanish. German. contact your Avaya Sales representative. If content analysis indicates that an outbound email might contain inappropriate content. Content Analyzer can be used in conjunction with the email quality assurance process to provide screening of agent replies for suspect contents. the workflow can forward the email to a supervisor for review before it is sent to the customer. Create an intelligent automated response that can be sent back to the customer without requiring agent intervention. or emails in unsupported languages can be sent to a supervisor for further investigation. English. French. Content Analyzer uses natural language processing and statistical analysis on the text of the message to categorize it based on a set of pre-defined topics in a content analysis Knowledge Base. Japanese. Note: Content Analyzer is not automatically included with Avaya IC. Find a set of suggested responses in the Web Self-Service database that can be forwarded to the agent along with the original email. For example. IC Administration Volume 1: Servers & Domains May 2009 127 . When an email contact comes into your contact center. ● ● ● ● In addition. Create an auto acknowledgement for customer emails. The results of this analysis can be used to: ● Identify the language the email is written in so that email workflows can make more intelligent routing decisions. Note: Content Analyzer can identify emails written in: Chinese. you must purchase a separate license for it. For details on creating workflows. and Spanish. Portuguese. For details. see Avaya Workflow Designer User Guide. The basic Content Analyzer interface is shown below: This section contains the following topics: ● ● ● ● ● ● ● ● Setting up Content Analyzer on page 129 Designing the topic trees on page 131 Creating topic trees on page 132 Working with samples on page 135 Working with Knowledge Bases on page 141 Putting the validated Knowledge Base into production on page 150 Maintaining your Knowledge Bases on page 152 Maintaining your samples and sample sets on page 155 128 IC Administration Volume 1: Servers & Domains May 2009 . Open the Content Analyzer Administrator by selecting Content Analyzer in the IC Manager toolbar or selecting Tools > Content Analysis. IC Administration Volume 1: Servers & Domains May 2009 129 . tag them with the topics created in the topic trees. Create and save one or more Topic Trees that reflect the structures you decided on in Step 2. 3. you could have one structure for incoming emails and another structure for outgoing emails. tagged. see Designing the topic trees on page 131. (For example. see Creating topic trees on page 132. For details. 5. 9. For details. you might end up with one structure for each task type. Train the Knowledge Base using a set of samples that you have collected. see Working with samples on page 135. For details. 6. Collect emails. Validate the Knowledge Base by having Content Analyzer analyze a selected sample set to evaluate the effectiveness of the trained Knowledge Base. 4. For details. and save them as samples. 8. so it is very important to design them carefully before you begin implementation. see Putting the validated Knowledge Base into production on page 150. For details. For details. Decide what topics Content Analyzer should use to categorize the emails that it processes. Put the validated Knowledge Base into production. and saved. The Content Analyzer Administrative server must be up and running before you can begin working with Knowledge Bases. 7.Setting up Content Analyzer Before Content Analyzer can begin processing your company’s emails. 2. For details. see IC Installation and Configuration and CAAdmin (Content Analyzer Administration) server on page 212. see Validating a Knowledge Base on page 146. If you want Content Analyzer to handle several different types of tasks. see Training a Knowledge Base on page 143. for use in training and validating content analysis Knowledge Bases. you need to: 1. and the IC Email server must be up and running before you can search for new samples from existing emails in the IC Contact Center. Create and configure the Content Analyzer Administrative server. For details. or sample sets. see Creating a Knowledge Base on page 142.) These topic structures will form the framework of your Knowledge Bases. Create one or more Knowledge Bases and associate each of them with the appropriate Topic Tree. and how to arrange those topics in a tree structure. Select User Options on the Content Analyzer toolbar.Customizing the display of warning messages The warning dialog boxes in Content Analyzer have a check box at the bottom called Show This Dialog Again? that lets you suppress subsequent appearances of that dialog box. so each time you log in to any machine you have used before. In the User Options dialog. You can either use this check box to suppress the warnings individually. Note: To do so: 1. select either Enable All Warnings or Disable All Warnings. or you can use User Options to suppress (or re-enable) all of the warnings at once. Select OK. 130 IC Administration Volume 1: Servers & Domains May 2009 . it will display or suppress those warnings based on your previous selections on that machine. Note: Content Analyzer remembers your settings for each warning dialog box across sessions on an individual machine. 2. 3. see Avaya Workflow Designer User Guide. or flag the email for further review by a supervisor.) In order for Content Analyzer to make useful classification decisions. then Content Analyzer may return a list of possible matches that is too long to be easily processed. The topics at the end of each branch (the leaf node) should be the most specific topics in that path. see Maintaining your Knowledge Bases on page 152. If you create a small number of topics. If you create a large number of topics. If it does not.) After you have created your topic nodes. For details about tuning an already-existing Knowledge Base. These documents can then be delivered to the processing agent as suggested responses along with the email. then you need to go back and evaluate both your samples and your topic trees. Content Analyzer sends the list of matches and confidence scores back to the workflow.Designing the topic trees Every Content Analyzer Knowledge Base has an associated topic tree. the topic tree must be as robust and logically structured as possible. After a workflow sends an email to Content Analyzer for processing. which forms the underlying structure of the Knowledge Base. If your contact center deals with emails written in more than one language. generate auto-responses. Before you create the actual topic tree. It then uses that information to search the Web Self-Service database for matching documents. For details on creating a topic tree. and then create the appropriate topics under each language. along with a confidence score for each match. After you have created one and trained its associated Knowledge Base. see Creating topic trees. make sure you know what topics you need and how they should be related. You should define one language node for each language you want to use. or if your business model changes and Content Analyzer no longer produces the results you need. you need to test the system thoroughly to make sure Content Analyzer produces the results that you expect. & Queues. Content Analyzer uses those samples to build analysis rules so that it can analyze email texts and classify them according to the topics in your Knowledge Base. Avaya recommends that the second level branch nodes in your tree be language nodes. then emails may get lumped together even when they are very different. contact your Avaya Technical Support representative. Along with the associated topics. (For details on setting up a Web Self-Service database. If your company uses the Web Self-Service feature of Avaya ICs Web Management. There is one topic at the top (the root node) that provides the name of the tree and one or more levels of general topics below that (the branch nodes). IC Administration Volume 1: Servers & Domains May 2009 131 . (For details about multi-language support in Content Analyzer. below. you collect samples and assign them to those nodes. where they can be used to make routing decisions. the workflow can retrieve the topic pathname and keywords associated with any matched topics. For details on creating a workflow. each node can also have a set of associated keywords. you can use these keywords to map the topics in your Knowledge Bases to the documents in your Web Self-Service database. This analysis results in a list of the topics that the email matches. see IC Administration Volume 2: Agents. Customers. Creating topic trees is an iterative process. 2. See the following figure: 3. Enter the name for this tree. Note: 132 IC Administration Volume 1: Servers & Domains May 2009 . Note: Content Analyzer saves all topic trees. You can change the name using the Name field in the Selected Node section. (Topic names are for identification purposes only. not just the current one. with one showing the structure of all the topic trees you have defined and the other showing details about the selected node and its children. select Topic Tree Management. Select OK. right-click the root node and select Add Language. If this is going to be a multi-language tree. Content Analyzer displays the Add Tree dialog box. Create lower-level topic nodes by right-clicking on the node under which you want to add the new topic and selecting Add Topic from the pop-up menu. The right pane is divided into two vertical sections. Select Save to save your changes. In the left pane.) Repeat this step for each topic you want to add. Select Add Tree in the toolbar or right-click in the section labelled Add or Paste New Trees Here and select Add New Tree from the pop-up menu. Repeat this step for each language node you want to add. 6. In the Name field of the Selected Node section. 7. 4.Creating topic trees To create a topic tree: 1. Open the Content Analyzer Administrator by selecting Content Analyzer in the IC Manager toolbar. 5. select the desired language from the drop-down list. Content Analyzer adds a new topic called New Topic. They do not affect the way Content Analyzer matches emails to topics. IC Administration Volume 1: Servers & Domains May 2009 133 . right-click that node and select Paste. Tip: Note: Copying. Add keywords: Keywords map the topic to the documents in your Web Self-Service database. Note: The AnalyzeCA workflow uses these keywords to search the Web Self-Service database for documents that can serve as suggested responses. or periods. Keywords cannot contain spaces. Make sure that both you and your workflow designer agree on what keywords to use. Into a new tree. (For details about what happens when you perform these operations on nodes that have associated samples. Korean. right-click in the area labelled Add or Paste New Trees Here and select Paste New Tree. You can enter Japanese. To add them. move. Tip: If you do not have a specialized language keyboard. see Appendix C: Typing special characters on page 359. and deleting topics You can copy. you can: Change its name: Select the topic and then click in the Name field in the Selected Node section. Copy (or move) a node and all its children to another location: Right-click the top-most node and select Copy Subtree (or Cut Subtree). moving.) To: Copy a single node: Right-click the node that you want to copy and select Copy Node. For a complete list of character codes. separate them with a semi-colon. commas. To add multiple keywords. Then right-click the node under which you want the copy to appear and select Paste. and Chinese characters in a localized Windows environment using the Windows IME (Input Method Editor).Working with topics Once you have added a topic. select the node and then click in the Keys field in the Selected Node section. To specify that the selected nodes should be copied (or moved): ● ● Under a node in an existing tree. or delete nodes and subtrees. you can enter accented characters by holding the ALT key while typing the standard four digit code for that character on your numeric keypad. see Updating topic trees on page 152. Enter the new name and press Enter. then you must paste it under the root node of an existing tree. Tip: 134 IC Administration Volume 1: Servers & Domains May 2009 . Content Analyzer changes all of the affected topic names to red and puts the note ‘[deleted]’ after them. and paste it under the root node. you can restore any deleted nodes. then you must paste it into the area labelled Add or Paste New Trees Here to create a new tree. You cannot add language nodes under anything other than a root node. you need to assign samples to each node so that Content Analyzer can build the analysis rules that allow it to match incoming emails to the topics in your tree. right-click the parent of the deleted topic nodes and select Undelete Subtree from the right-click menu. right click on the tree's root node and select Restore Tree. select Copy Subtree. Tip: Delete the topic and all its children: Right-click the topic and select Delete Subtree from the pop-up menu. create the topic structure once under one language node. then right-click that language node. Content Analyzer undeletes the node and all the nodes under it. Tip: If there are unsaved changes in a topic tree and you wish to cancel those changes. If the parent is marked as deleted.) To restore previously-deleted nodes. For details.Note: Note: If the subtree that you are copying or moving begins with a language node. and Training a Knowledge Base on page 143. see Working with samples. Select the language node in the pasted subtree and choose a new appropriate language in the Selected Node table for the newly-copied subtree. (Content Analyzer does not actually remove the deleted topics until you save the tree. Content Analyzer restores the selected topic tree to the last version saved in the database. then checks the node’s parent. If you copy or move an entire tree that contains language nodes. Tip: If you want to duplicate the same topic structure under multiple language nodes. It continues working up the tree until there is a path of undeleted nodes from the root to the first node you restored. Until that time. below. Content Analyzer restores that node as well. Assigning samples to topics Once you have set up your topic nodes. (For details about importing messages from previous versions of Avaya IC. see Maintaining your Knowledge Bases on page 152. To create samples for Content Analyzer: 1. 6. When Content Analyzer analyzes an email. then Content Analyzer will probably produce unsatisfactory results. Therefore. it does not provide Content Analyzer with enough information to process a new email message. Search.Working with samples A topic tree provides the structure. If you want to create some samples by hand. then combine those samples into sample sets. contact your Avaya Technical Support representative. see Validating a Knowledge Base on page 146. If your samples contain overlapping topics or do not really match the topic that they are associated with. existing emails in the IC database and select from the search results a representative group of samples and associate them with topics from a topic tree created earlier. import them into the qem_message table in the ccq database. see Tagging samples and creating sample sets on page 136. By itself. Train your Knowledge Base so that it builds the proper analysis rules based on the samples you have associated with each topic. This analysis determines whether the text matches any topic or topics in the Knowledge Base’s topic tree. For details. organize.) 2. 3. and tag your samples as carefully as possible. using various search criteria. The intelligence of your Knowledge Base comes from the samples that you associate with each topic in your tree. or skeleton. For details. If you need further assistance. IC Administration Volume 1: Servers & Domains May 2009 135 . you should compile. it performs the analysis using the rules it generates from the text samples you associate with the Knowledge Base during the training process. then Content Analyzer can make extremely accurate matches. For details. 4. see Training a Knowledge Base on page 143. If your samples are clearly defined and properly associated with their topics. Use a sample set to validate the accuracy of your Knowledge Base. If you want to use emails that are not already stored in your Avaya IC database. see IC/OA Software Upgrade and Data Migration. 5. For details. see Creating individual samples on page 140. of your Knowledge Base. Periodically add new samples so that you can re-tune your Knowledge Base with updated information. ) ● ● 136 IC Administration Volume 1: Servers & Domains May 2009 .) When you tag your samples. (Samples can be tagged to multiple topics if they apply to both child and parent nodes. at least two of the child nodes must have associated samples. but you cannot change the samples that are in that set. (For details. you can delete that set.) If a node has more than one child. Tip: Because you cannot add or delete samples from an existing sample set. Avaya recommends the following: ● If a node has only one child. Content Analyzer removes the associations between the samples in the set and the set itself. After you have tagged the samples. you may want to create a series of small sample sets and then combine them together to form increasingly larger sets until you have created your ideal training sample set. you need to tag each sample with the topics it is associated with. Every topic in the tree should have at least 30 to 40 samples associated with it.) After you create a sample set. (The samples themselves can belong to any number of sample sets. see Creating new sample sets from existing sets on page 156. It does not delete the actual samples themselves. you can create those samples by hand. If you delete a set. both the parent and the child node must have associated samples. see Creating individual samples on page 140. you can create sample sets that you can use to train and validate the Knowledge Base so that Content Analyzer can begin processing new emails. however. For details. (They can be the same samples. A sample set is a named collection of samples that can be used to train and validate a Knowledge Base.Tagging samples and creating sample sets Once you have collected emails to use for your samples. Tip: If you cannot find an appropriate sample for a given topic. plus the time from 12:00 AM Thursday to the current time of 3:00 PM Thursday. if you specify the minimum search time 1 day at 3:00 PM on a Thursday. (When Content Analyzer determines the value for n. (To view both types of messages. select Both in this field.) If you select Incoming. as shown below: 2. Content Analyzer displays the Add Samples tab. Content Analyzer includes time span from 12:00 AM Wednesday to 12:00 AM Thursday. You can restrict messages by: ● Incoming or outgoing by selecting the Date check box and then selecting the appropriate choice from the drop-down list. months. For example. use the Search Samples section to find the emails you want to look at from those already in the Avaya IC database. You can limit the list to incoming or outgoing messages within the last n number of days. If you select Outgoing. Date by selecting the Date check box. Content Analyzer searches for agent replies to a customer.) ● IC Administration Volume 1: Servers & Domains May 2009 137 . it takes the last full unit starting at the previous midnight and adds the current time. Content Analyzer searches for regular incoming email and any replies from a customer. or years. Open the Content Analyzer Administrator and select Sample Management in the left pane. On the Add Samples tab.Creating a list of samples To create a list of samples: 1. for a total of 39 hours. for example. When you are satisfied with your search list. enter an asterisk (*) in the Search words field. see Associating topics and creating sample sets on page 139. then that exact phrase must appear in the email for it to be a match. “book” would match “Book”. you can specify whether the message should be at least or at most the number of bytes specified in the bytes field. You cannot use any other wildcards in this field or specify a logical NOT or OR search. If you enter a phrase. “bookbag”. Content Analyzer will match substrings. “notebook”. as one of your search terms. When you have finished adding your search criteria. Content Analyzer may display one or more progress bars showing the status of the search. adjust your search criteria. body. Tip: While the search is progressing.) Because you cannot add samples to an existing set. select Conduct Search. all the samples you want grouped into the set must be displayed in the Search Results list. (If you do not select the Add to current search results check box. you can select the Up Arrow to collapse the Search Messages section so that you can view the maximum number of search results at a time. you can begin associating topics with emails as soon as they are displayed in the Search Results list. then select Conduct Search again. ● Message size by selecting the Message size check box. If you want to specify that there must be some text in the selected fields but you do not care what the text actually is. 3.● Search words by selecting the Search words check box. or From address. If you select this option. To address. you can enter a comma-delimited list of search terms in the associated text field. If you select this option. such as “home computing”.) 4. then Content Analyzer replaces the contents of the Search Results list with the results of the new search. (For details. Tip: 138 IC Administration Volume 1: Servers & Domains May 2009 . select the Add to current search results check box. Content Analyzer performs a case-insensitive AND search for all of the search terms you enter in this field. subject and body. and then specify whether the terms can appear in the subject. If you want to add more samples to the search list. In addition. they must belong to the topic tree that you selected when you created the Knowledge Base). or samples. Select the relevant topics and select Apply.There are at least 2 unique samples assigned to its sibling topics. Note: When you assign samples to a topic. 4.and . All of the samples that you intend to put into a sample set must be associated with at least one topic from the same topic tree. Content Analyzer displays the subject and body of the sample in the preview area below the Search Results list.At least two of those samples are unique to that topic and not assigned to any other topic in the tree . make sure that: . If all of the samples assigned to a particular topic are shared with other topics. select the appropriate topic tree from the Select Tree drop-down list. Content Analyzer displays a list of all the topics in that tree. you can select all contiguous samples between that sample and a second sample by clicking on the first sample and Shift+clicking on the second sample. In the area below the Search Results list.) Tip: The Topic column shows the number of topics with which the given sample is associated. Content Analyzer may not successfully train that topic because it might not be able to distinguish between that topic and the ones with which it shares samples. 3. Tip: Note: Tip: IC Administration Volume 1: Servers & Domains May 2009 139 . Select the sample in the Search Results list. Repeat this step until all relevant topics have been associated with the selected samples. Content Analyzer associates the selected topics with the sample. For each sample that you want to add to the sample set. Tip: Once you have selected a sample. (Content Analyzer automatically checks the Add box when you associate a sample with a topic.Associating topics and creating sample sets To associate a sample with one or more topics and create the sample set: 1. you can include non-contiguous samples by Control+clicking on those samples. 2. All of the samples that you want to use to train a particular Knowledge Base must be tagged to the topic tree that is associated with the Knowledge Base (in other words. you selected in the Search Results list. make sure that the check box in the Add column is selected. this is a good way to add samples that can be used to identify emails with inappropriate language or proprietary company information. and go to the Add Samples tab.5. then save the samples as a sample set at the prompt. Korean. select Sample Set. repeat this procedure for the second tree. Specify whether this sample applies to inbound or outbound emails. Tip: If you want to use the same sample (or samples) in a sample set associated with two different trees. Enter the subject and body text for this sample. Content Analyzer displays a dialog box that presents options to save the samples as a sample set or to keep them as individual samples. see Working with Knowledge Bases on page 141. Content analyzer saves them as individual samples. If they are associated with topics from the same topic tree. Content Analyzer creates two sample sets with overlapping samples. Tip: After you have tagged your samples. you need to do that in two steps: First. 4. To save them as a sample set. If the sample you selected are associated with topics from multiple topic trees. then select Save. you can create and train your Knowledge Base. associating whatever samples are associated with the first tree to topics in the second tree. For details. When you are done. Select Create New Sample in the toolbar. For a complete list of character codes. select Sample Management in the left pane. select Save in the toolbar. 2. Second. If you are going to use Content Analyzer to check outbound emails. If you do not have a specialized language keyboard. If you want to enter characters of these Eastern Asian languages in English Windows environment. associate the samples you want to use with the first tree and select Save. To create a new sample: 1. You can enter Japanese. Creating individual samples If you cannot find a sample that you want to associate with a particular topic. Open the Content Analyzer Administrator. 3. you must install these languages and enable the language-specific input service from Regional and Language Options in the Windows Control Panel. you can create it manually. you can enter accented characters by holding the ALT key while typing the standard four digit code for that character on your numeric keypad. see Appendix C: Typing special characters on page 359. Content Analyzer moves the focus to the preview area on the Add Samples tab and turns on Edit mode. and Chinese characters in a localized Windows environment using the Windows IME (Input Method Editor). 140 IC Administration Volume 1: Servers & Domains May 2009 . enter a name for the new sample set. Create one or more Knowledge Bases and associate each of them with the appropriate Topic Tree. select Save in the toolbar. For details. 2. Content Analyzer adds the sample to the Search Results window. 6. 4. tagged. see Putting the validated Knowledge Base into production on page 150. Select the topics that you want to associate with this sample. 7. To save the sample to the database. see Validating a Knowledge Base on page 146. Put the validated Knowledge Base into production. 3. For details. Train the Knowledge Base using a set of samples that you have collected. Select Save. and saved. see Training a Knowledge Base on page 143. To do so: 1. see Creating a Knowledge Base on page 142. For details. For details. Working with Knowledge Bases After you have created your topic trees and organized your samples into sample sets. you can create a Knowledge Base that Content Analyzer will use to evaluate new emails in a production environment. Validate the Knowledge Base by having Content Analyzer analyze a selected sample set to evaluate the effectiveness of the trained Knowledge Base.5. IC Administration Volume 1: Servers & Domains May 2009 141 . Content Analyzer displays a message confirming that the Knowledge Base has been successfully created. 6.) 5. Select the topic tree for the Knowledge Base from the drop-down list. (For details. Select Create blank. if you specify a mapped drive. 7. that drive must be mapped on the machine hosting the Content Analyzer Administrative server as well. select the languages that will be associated with this Knowledge Base. If the selected topic tree includes language nodes.Creating a Knowledge Base To create a Knowledge Base: 1. Otherwise. ! CAUTION: CAUTION: If you do not select a language. For details. 2. then the Knowledge Base will automatically use those languages. This can consume a significant amount of resources on all of the machines on which the Content Analyzer servers run. 142 IC Administration Volume 1: Servers & Domains May 2009 . 4. Save the Knowledge Base by selecting Save in the toolbar and entering a fully-qualified name for the Knowledge Base. you need to train it. see Training a Knowledge Base on page 143. Enter a descriptive name for the Knowledge Base. Content Analyzer displays the Create New KB dialog box. see Creating topic trees on page 132. Open the Content Analyzer Administrator and select KB Management in the left pane. Content Analyzer configures the Knowledge Base to use all of the languages that Content Analyzer supports. Select New in the toolbar. See the following figure: 3.) Once you have a blank Knowledge Base. (For example. The specified path must be accessible from the machine on which the Content Analyzer Administration server is running. In the Training section. Select KB Management in the left pane. When it is finished. Content Analyzer displays the Train and Validate KB dialog box. Select Train/Validate in the toolbar. You can use the training results to make sure that each topic in your Knowledge Base was trained with a reasonable number of samples. For details. then select the Knowledge Base that you want to train in the list shown in the right pane. it displays the results in the Training Results dialog box. you can proceed to the validation step. To train a Knowledge Base: 1. 2. If the distribution looks good. you can use that sample set for new or incremental Knowledge Base training. Note: IC Administration Volume 1: Servers & Domains May 2009 143 . To use additional samples to update a previously-trained Knowledge Base. as described in Validating a Knowledge Base on page 146. If you have an untrained Knowledge Base or you want to remove any previous training from a previously-trained Knowledge Base. 4. see Associating topics and creating sample sets on page 139. select the sample set you want to use from the Sample Set drop-down. select Train. When you train a Knowledge Base. See the following figure: 3. Content Analyzer goes through all of the samples in the selected sample set and develops the analysis rules that it will use when processing a new email. see Creating new sample sets from existing sets on page 156. use incremental training. (If you want to view or change the contents of this sample set.Training a Knowledge Base After you have tagged your samples and created a sample set. use new training. If you want to add to the training that has already been done on an existing Knowledge Base.) Note: Make sure that the sample set you select has enough uniquely-assigned samples so that Content Analyzer can train the Knowledge Base correctly. select Incremental Train. To train the Knowledge Base for the first time (or to remove any previous training information and start over again). see Interpreting training results on page 145. Note: When the training is finished. Instead. the Knowledge Base will be partially re-trained. Note: If you cancel incremental training. 144 IC Administration Volume 1: Servers & Domains May 2009 . For information on interpreting these results. Although it is possible to do the initial training using Incremental Train. Content Analyzer displays the results in the Training Results dialog box. that option generally requires more samples during the initial training to achieve the same level of accuracy as Train. Content Analyzer does not return the Knowledge Base to it’s previous condition. Content Analyzer displays a message window stating that training is in process along with a training progress bar.Tip: Tip: Avaya strongly recommends that you select Train for the initial training of a Knowledge Base. Incremental training is intended to refine the training of a previously trained Knowledge Base only. you can gather more information about the Knowledge Base by validating it. If not. The number of samples accepted and rejected by the training process. Time spent training the Knowledge Base. This could be because a sample in the sample set was not associated with any topics in the Knowledge Base. It is possible that some samples are tagged with topics that no longer exist in the Knowledge Base. If there are obvious places where additional samples are needed. For details.SERVER FAILURE .Training succeeded but there were rejected samples.SUCCESS . as discussed in Training a Knowledge Base on page 143. Status of the training. If Content Analyzer rejected a large number of samples.The Content Analyzer administrative server went down or became otherwise inaccessible during the training. Tip: If you want to save the results for future reference. you should add those samples using incremental training. Number of topics trained. If you encounter this message. . ● ● ● ● ● Number of samples processed. see Validating a Knowledge Base on page 146. This section includes the: ● ● ● Name of the sample set being processed.Training succeeded without any problems. verify that the number of samples used during the training matches the number of samples contained in the sample set. or because the Content Analyzer administrative server returned a warning message during training. you need to examine your sample set carefully to determine why. Average time spent per message. First. Content Analyzer saves the training results to the specified path and file name. Time and date when processing began. .WARNING . This summary section is followed by a list of the topics in the topic tree and the number of emails assigned to each topic during this training session.Interpreting training results The training results begin with a summary section at the top of the file. select Save Results and specify a path and filename (this path is relative to the machine running IC Manager). make sure that the Knowledge Base is synchronized with its associated topic tree. The most common statuses are: . Tip: IC Administration Volume 1: Servers & Domains May 2009 145 . you might require a high Precision score. 146 IC Administration Volume 1: Servers & Domains May 2009 . Before you validate your Knowledge Base. see Interpreting validation results on page 148. that is. the number of texts correctly matched to a topic divided by the total number of texts that should have been matched to this topic. (For details. Recall is the percentage of texts that actually belong to the category and are recognized as such by Content Analyzer. see Using the precision and recall scores to verify the accuracy of the Knowledge Base on page 148. Select KB Management in the left pane. see CA (Content Analyzer) server on page 214. you should decide what Precision and Recall scores you consider acceptable for this Knowledge Base. Once you have decided what balance you want between Precision and Recall. To validate a Knowledge Base: 1.Validating a Knowledge Base When you validate a Knowledge Base. that is. For details on the scores. That way you can be confident that when Content Analyzer returns a topic.) Precision is the percentage of all emails identified by Content Analyzer as being in a category that actually belong to this topic. if this Knowledge Base is going to be used for an auto-response system. you can change the Knowledge Base’s threshold and limit parameters. If you get satisfactory validation scores. you can validate your Knowledge Base using various threshold and limit parameters to see what results you can expect in a production environment. It compares its results to the “correct” answers you provided when you associated the samples with the topics in the topic tree. On the other hand.) If you do not get satisfactory validation scores. the number of texts correctly matched to a topic divided by the total number of texts returned as matches for this topic. Select Train/Validate in the toolbar. This comparison produces a set of Precision and Recall scores that you can use to verify the accuracy of your Knowledge Base. and then examine the resulting Precision and Recall scores. Content Analyzer displays the Train and Validate KB dialog box. that topic has a very high probability of answering the customer’s question. (For details on how to interpret these scores. For example. Content Analyzer takes the samples in the specified sample set and processes them as if they were a set of incoming emails. you can associate the Knowledge Base with an operational CAServer. if this Knowledge Base is going to be sending its responses to a human agent for review. then select the Knowledge Base that you want to validate in the list shown in the right pane. 2. you might be able to accept a lower Precision score but want a higher Recall score so that you increase the odds of the agent receiving the correct response (even if he or she has to eliminate the incorrect responses manually). it may be necessary to retrain the Knowledge Base. Each time you validate. For information on interpreting these results. This sample set must be associated with the same topic tree that is associated with the Knowledge Base. like 10. This parameter affects the Precision and Recall scores for your Knowledge Base. Select Validate. specify the minimum score (confidence level) for text-to-topic matches that must be met before Content Analyzer considers the email a match for a given topic (the value can be between 0 and 100). (If you want to view or change the contents of this sample set. 6. In the Threshold field.) 4. Tip: Start with a large increment. see Creating new sample sets from existing sets on page 156. specify the maximum number of text-to-topic matches that Content Analyzer will return for any given email. and then switch to a smaller increment as you narrow the threshold range that produces the best scores.3. Tip: IC Administration Volume 1: Servers & Domains May 2009 147 . see Interpreting validation results on page 148. although its impact is probably less than that of the threshold setting. Content Analyzer processes the samples in the sample set and displays the results in the Validation Results dialog box. 5. In the Limit field. select the sample set you want to use from the Sample Set drop-down. Avaya recommends that you start with the default value of 50 and then change it incrementally to determine the threshold that yields the best Precision and Recall scores for your needs. In the Validation section. Macro-average Recall . Number of topics validated. Minimum Match Threshold set when the Knowledge Base was validated. For each topic. ● ● ● Using the precision and recall scores to verify the accuracy of the Knowledge Base The Precision and Recall scores help you judge the accuracy of your Knowledge Base. Average time spent per message. Macro-average Precision .the average recall score across all samples used during validation. Validation status. the Precision score. These two scores have an inverse relationship to each other. 148 IC Administration Volume 1: Servers & Domains May 2009 . Time spent validating the Knowledge Base. Content Analyzer shows the number of samples used for validating the topic. Micro-average Recall . the goal is to have both of these numbers be as close to 1. you might want the Precision scores for the relevant topics to be very high to ensure that matches to those topics are more likely to be correct.Interpreting validation results The validation results begin with a summary section at the top of the file. This summary section is followed by a list of the topics in the topic tree. This summary includes: ● Micro-average Precision . Match Count Limit set when the Knowledge Base was validated. and as close to each other. and the Recall score.0. If this Knowledge Base is for a specialized purpose (such as sending auto-responses or evaluating outbound emails). The topic list is followed by a summary of the overall Precision and Recall scores.the average precision score across all topics in the tree. as possible. If this Knowledge Base is going to be used for typical email processing tasks. Time and date when processing began. Number of samples processed. and they are both affected by the threshold and limit settings you selected when you validated the Knowledge Base. This section includes the: ● ● ● ● ● ● ● ● ● Name of the sample set being processed.the average recall score across all topics in the tree.the average precision score across all samples used during validation. ) Repeat this step until all topics have an acceptable precision and recall score.To evaluate the accuracy of your Knowledge Base: 1. then consider whether they should be combined with other topics in the tree. Retrain and re-validate the Knowledge Base using either new or incremental training and examine the precision and recall scores again. Tip: IC Administration Volume 1: Servers & Domains May 2009 149 .) Tip: You can save the last set of validation results for future reference by selecting Save Results in the Validation Results dialog box. If these scores do not meet the goal for this particular Knowledge Base. see Putting the validated Knowledge Base into production on page 150. make note of the Minimum Match Threshold value. 3. You will need that value when you begin using the Knowledge Base to process incoming emails. If the scores for all topics are uniformly low. (For details. 2. look at the micro and macro scores in the summary section. specifying a new threshold and limit value. see Training a Knowledge Base on page 143. c. then there could be a design issue and you should: a. and re-validate again with different threshold and limit scores if necessary. Verify that the topic structure accurately reflects the types of emails your company receives. If a few of the topics are low. see Validating a Knowledge Base on page 146. run the validation program again. (For details. (For details. b. When the topic scores are uniform. You may need to add or delete samples from each topic to improve the analysis rules Content Analyzer builds when you train the Knowledge Base. Repeat this step until you get acceptable micro and macro scores. Make sure that the samples that you associated with each topic are truly representative of the topic. Look at the precision and recall statistics for each topic.) Examine the new micro and macro scores. When all of the precision and recall scores are at an acceptable level. the fully-qualified Knowledge Base file location. you can put the validated Knowledge Base into production. The name of the Knowledge Base. to use this Knowledge Base. AnalyzeCA and OutboundCA. Modify the email workflows. the minimum matching threshold.Putting the validated Knowledge Base into production Once you are satisfied with the results of the validation. If you want to use the results returned by Content Analyzer to search the Web SelfService database for suggested responses. 3. see Starting or stopping a server on page 70. For details. The specified path must be accessible from the machine (or machines) on which the Content Analyzer Administration server and the operational CAServer are running. you need to: ● Specify the name of the operational CAServer in the Content Analysis GetLanguage workflow block Specify the name of the operational CAServer and the Knowledge Base name in the Content Analysis GetMatchedCategory workflow block Specify the minimum score (confidence level) for each match returned by Content Analyzer Specify the maximum number of text-to-topic matches that Content Analyzer will return for any given email ● ● ● In the Content Analysis QACategory workflow block of the OutboundCA workflow. you need to specify: ● ● ● ● The name of the operational CAServer. create a new CAServer and specify the Knowledge Base name. In the AnalyzeCA workflow. If this Knowledge Base is not associated with an operational CAServer. For details about how to do this. see Avaya IC Media Workflow Reference. see CAAdmin (Content Analyzer Administration) server on page 212 and CA (Content Analyzer) server on page 214. 2. The minimum score for the match. make sure that: ● You have included keywords with the topics of the topic tree associated with the Knowledge Base. you will see a series of warnings telling you to stop and then restart that server so that it will use the updated Knowledge Base. If the Knowledge Base is already associated with an operational CAServer. and the language for the Knowledge Base. Save the Knowledge Base by selecting Save in the toolbar and entering a fully-qualified name for the Knowledge Base. For details about these workflows. To do so: 1. 4. The path name of Category (topic) to match for. 150 IC Administration Volume 1: Servers & Domains May 2009 . IC Administration Volume 1: Servers & Domains May 2009 151 . see Avaya IC Media Workflow Reference. 5. The GetSuggestedResponse workflow block in the AnalyzeCA workflow specifies that the workflow should use topic keywords in the search. For details.● The documents that you want to use as suggested responses in the Web Self-Service database include these keywords. see Maintaining your Knowledge Bases on page 152. ● For details about the AnalyzeCA workflow. you should validate your Knowledge Base with a set of current emails to make sure the topics are still relevant. Periodically. preferably in the language specific Document Title field. see Training a Knowledge Base on page 143.Maintaining your Knowledge Bases Once you have initially trained your Knowledge Bases. (For details. see Updating topic trees on page 152. Tip: If there are unsaved changes in a topic tree and you wish to cancel those changes. you may need to update the underlying topic tree to match the changes in your contact center.) 3. Tip: When you copy. For details. It does not change the contents of any sample sets. or delete old topics. As time goes on. Use that sample set to validate the Knowledge Base and examine the results. the samples remain in their sample sets. Content Analyzer copies the nodes and gives you the option of copying the sample associations as well. Continue creating new sample sets and incrementally training the Knowledge Base until the validation scores have returned to an acceptable level. If retraining is not enough.) 4. restructure current topics.) If you paste nodes across trees. you should retrain your Knowledge Bases to adjust for changes to the topics that occur in the emails your contact center receives. or delete nodes that have samples already associated with them. you can specify two options: ● 152 IC Administration Volume 1: Servers & Domains May 2009 . and you need to update the underlying topic tree as the topics your contact center handles change. You may have to add new topics. see Tagging samples and creating sample sets on page 136. right click on the tree's root node and select Restore Tree. however. (For details. you can begin using Content Analyzer. use the sample set you created to incrementally train the Knowledge Base. (In other words. move.) 2. and then create a new sample set and run the validation procedure again. but some of them are now tagged with additional topics. To maintain a Knowledge Base: 1. (For details. If you select this option. If the validation scores are too low. Periodically create a sample set from recent emails received at your contact center. the following processing takes place (all of these actions can be undone until you save the topic trees): ● If you paste nodes from one part of a tree into another part of the same tree. see Validating a Knowledge Base on page 146. Updating topic trees Sometimes just retraining the Knowledge Base is not enough. Content Analyzer restores the selected topic tree to the last version saved in the database. Content Analyzer takes each sample that was associated with the original nodes and tags those samples with the newly-copied nodes as well. Content Analyzer will permanently delete it. you need to paste in the nodes in two stages: First. then Content Analyzer removes that sample from any sample sets associated with that tree. If you want to copy the sample sets from some trees but not others. then Content Analyzer removes any sample associations from those nodes. Content Analyzer will name the new sample set Camping(2). For details. Content Analyzer does not copy the sample sets for the second set of nodes. you need to synchronize the changed tree with its associated Knowledge Base. Otherwise. For example.Copy sample sets? Select this option if you want Content Analyzer to create the same sample set structure in the new tree that exists in the source tree. see Synchronizing a Knowledge Base on page 154. When you save the tree. If the sample is no longer associated with any topics in any tree. When you are done.Maintain sample associations? Select this option if you want the samples from the old tree to be tagged with the new nodes as well. Content Analyzer looks at the last setting for this option and either copies the sample sets from all newly-pasted nodes or from none of them. Samples in the source tree’s sample sets are copied to the corresponding sets for the new tree if those samples are associated with at least one topic in the new tree. When you are done. If a sample is no longer associated with any topics left in a particular tree. . (This includes individually created samples. Then paste in the nodes whose sample sets you do not want to copy. save the trees. Note: This option applies to all nodes pasted into the topic tree regardless of where they came from.) When you have finished updating your topic tree. ● Note: If you cut or delete nodes. If you have created a sample manually. clearing the Copy Sample Sets option. IC Administration Volume 1: Servers & Domains May 2009 153 . then Content Analyzer removes the sample from all sample sets associated with the trees and from the sample database. if the source sample set is called Camping. make sure that it is still tagged to a topic before you save your topic trees. If you select this option. Content Analyzer derives the names of the new sample sets from the names of the old ones. save the trees and let Content Analyzer recreate the sample sets.. Content Analyzer creates the new tags when you save the topic trees. paste in the nodes whose sample sets you want to copy and select the Copy Sample Sets option. however. you need to communicate those changes to the associated Knowledge Base. see Training a Knowledge Base on page 143. ● 154 IC Administration Volume 1: Servers & Domains May 2009 . 4. To do so: 1. Select KB Management in the left pane. You will need to incrementally train any new topics. Select the Synchronize KB button. (For details. The differences between the topic structure in the Knowledge Base and the topic tree are shown at the bottom of the Synchronize KB window. then select the Knowledge Base that you want to synchronize in the list shown in the right pane. Content Analyzer adds the new language to the list of those supported by the Knowledge Base. select Save. Content Analyzer updates the Knowledge Base with the new topic tree structure and shows the synchronized version in the left pane. Emails cannot be categorized to the new topics until the new topics are properly trained. 2. To save the synchronized Knowledge Base.) If you have added a language node to the topic tree. Content Analyzer displays the Synchronize KB dialog box that shows the Knowledge Base on the left and the associated topic tree on the right.Synchronizing a Knowledge Base If you have updated a topic tree. Select Synchronize. See the following figure: 3. When you synchronize a trained Knowledge Base: ● Content Analyzer retains the training for any topics that still exist in the tree. Because you cannot remove a sample from the database if it is associated with a sample set. Because you cannot add new samples to an existing sample set. 2. some of your sample sets may become outdated as the samples age. see Removing sample sets on page 157. You can use the old sets as the basis for the new ones if there are samples in the old set that are still relevant. 3. see Removing samples on page 158. Tip: IC Administration Volume 1: Servers & Domains May 2009 155 . Select the Remove Samples tab. as described in Creating new sample sets from existing sets on page 156. Open the Content Analyzer Administrator and select Sample Management in the left pane. For details. For details. Content Analyzer displays all of the samples in the sample set in the Search Results list. the first thing you need to do is remove the sample from any associated sample sets. after synchronization Content Analyzer will no longer classify emails as belonging to the deleted topics. You can also remove the outdated sample sets so they no longer appear in the various Sample set drop-down lists. and select Conduct Search. Examining sample sets To examine the members of a sample set: 1. clear all of the other search criteria. you need to replace the outdated sample sets with newer versions. you may want to remove outdated samples from the database so they do not impact search times.) Similarly. Maintaining your samples and sample sets Over time. Tip: You can also examine sample sets using the Train and Validate KB dialog box. Select the sample set in the Search Criteria section.● If you have deleted topics from the topic tree associated with the Knowledge Base. see Creating new sample sets from existing sets on page 156. (For details. Select KB Management in the left pane. To do so: 1. 156 IC Administration Volume 1: Servers & Domains May 2009 . and select Conduct Search. Select the appropriate check box in the search results window for the samples you want to use in the Search Results list. A sample dialog box is shown below: 5. select Add to current search results. Content Analyzer displays the Examine/Create Sample Set dialog box with the samples from the selected set already displayed in the Search Results list. In the Training section. enter the desired search criteria in the Search Criteria field. Select Train/Validate in the toolbar.Creating new sample sets from existing sets You can use a feature in the Train and Validate KB dialog box to create a new sample set from existing sample sets. then select a Knowledge Base in the right pane whose topic tree uses the sample set that you want to use as a base for the new set. select the sample set you want to use as the basis for the new set from the Sample Set drop-down. 3. 4. Select Examine/Create Set. 6. 2. To add more samples to the new sample set. Content Analyzer displays the Train and Validate KB dialog box. 8. select View Topic Distribution under the topic tree information. Select the Remove Samples tab. Content Analyzer might show a subset of the samples contained in the selected set. but does not delete the actual samples. Note: If you enter other search criteria. the selected samples. select Create sample set. regardless of how many samples are displayed in the Search Results list. If the distribution needs to be adjusted. Content Analyzer displays the Create Sample Set dialog box. 5. see Removing samples on page 158. If you delete a sample set. Content Analyzer deletes the entire set. For details about deleting a sample from the database. Content Analyzer displays the topic distribution for the selected samples in the Search Results list. Content Analyzer removes the sample set and its corresponding sample associations. This does not mean that Content Analyzer will only delete the selected samples however. To group the selected samples into a sample set.Tip: Tip: You can select the check box for all of the samples. To delete a sample set: 1. the top or bottom 50% of the samples. Content Analyzer deletes the sample set association and the sample set itself. or the odd or even numbered samples by right-clicking in the Search Results list and selecting the appropriate item from the pop-up menu. 3. select more samples as described in the previous step. 4. 7. 2. Open the Content Analyzer Administrator and select Sample Management in the left pane. Note: IC Administration Volume 1: Servers & Domains May 2009 157 . Select Conduct Search. Content Analyzer creates a new sample set containing the samples that you have selected. To view the number of samples assigned to each topic in the topic tree. Specify the sample set you want to remove by selecting it from the Sample Set drop-down list in the Search Criteria section. Select Remove in the toolbar and confirm the deletion. Enter the name of the sample set and then select OK. Removing sample sets When you delete a sample set. see Removing sample sets on page 157. If you want to specify that there must be some text in the selected fields but you do not care what the text actually is. You can limit the search results by: ● Date by selecting the Date check box. Message size by selecting the Message size check box. or From address. 3. you can limit the list to incoming or outgoing messages that are older than n number of days. ● ● 4. 158 IC Administration Volume 1: Servers & Domains May 2009 . Therefore.) To remove a sample from the database: 1. select the Up Arrow to collapse the Search Messages section so that you can view the maximum number of search results at a time. To address. By default. If you search samples by Date.Removing samples You cannot delete a sample from the database if that sample is associated with any sample sets. If you want to keep any of the listed samples. body. enter an asterisk (*) in the Search words field. 7. all of the samples in the Search Results section are selected. 2. Open the Content Analyzer Administrator and select Sample Management in the left pane. you can specify whether the message should be at least or at most the number of bytes specified in the bytes field. Search words by selecting the Search words check box. 6. or years. and then specify whether the words can appear in the subject. If you select this option. When you are satisfied with your search list. subject AND body. Confirm the removal at the prompt. clear the check boxes at the beginning of the appropriate list entries to retain those samples. you can enter the search words in the associated text field. If you select this option. (For information on removing sample set associations. Select Remove in the toolbar to delete the selected samples. months. 5. When you have finished adding your search criteria. Select the Remove Samples tab. 8. Create a list of samples that you can remove by selecting Not in a sample set from the Sample Sets drop-down list in the Search Criteria section. select Conduct Search. you must first remove all existing sample set associations on a particular sample before you can physically delete it from the database. You use the Report Wizard to: ● ● Display contact data that was placed in the repository database by the Report server Specify the mapping rules that define what data the Report server should store in IC Repository This section contains the following topics: ● ● ● ● Using the Avaya IC Report Wizard on page 160 Displaying detailed contact information on page 161 Specifying what data the Report server collects on page 163 Modifying creation rules and field expressions on page 170 IC Administration Volume 1: Servers & Domains May 2009 159 .1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Chapter 7: Avaya IC Report Wizard The Avaya IC Report Wizard is a user interface for viewing and reporting on the IC Repository database. Mapping Administration: To store contact information in your database. how long each routing event segment took. This tab is generally used by database administrators and system developers. you can: ● Perform simple queries to answer questions. The Mapping Administration tab lets you define the mapping rules that associate each piece of data with the field it belongs in. 160 IC Administration Volume 1: Servers & Domains May 2009 . Note: Your user name must have database access to use IC Repository. including what channels were involved. see Displaying detailed contact information on page 161. you must map contact data to database tables and fields in the repository database. and what wrap up codes were associated with the contact Assess whether you need to add more agents based on the amount of time contacts are spending on hold or in an inactive state Create ad-hoc reports based on the information in the IC Repository database For details. At the database login window. what queues were used. On the Contact Explorer tab. enter your system user name in the Name field. see Specifying what data the Report server collects on page 163. Select Start > Programs > Avaya Interaction Center 7.2 > ReportWizard. information about those contacts is stored in the repository database. Click Ok. such as “How many contacts did we handle last year?” and “How many contacts did a particular agent handle on a particular day?” Follow a contact all the way through the Avaya IC system. 3. This section contains the following topic: ● The Report Wizard interface on page 160 The Report Wizard interface The Report Wizard has two tabs: Contact Explorer: When contacts are handled in your contact center. For details. 2. and your password in the Password field.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 ● ● ● Note: Using the Avaya IC Report Wizard To start the Avaya IC Report Wizard application: 1. Chat containers with chat event information.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 Note: Displaying detailed contact information The Report Wizard's Contact Explorer tab displays the details of all the contacts in your IC Repository database based on your specific requirements. such as: ● The type of contact (email. chat. When you click a contact in the Grid. if you enter VDU ID in the Contact and search for the contacts. For example. being processed by the agent. the Report Wizard backfills the contact information into the Contact frame where you can see the details about that contact. who handled the contact The queue or service class that was used to route the contact to the agent The amount of time the contact spent in the queue. or agents. If necessary. the Report Wizard displays detail information of that VDU ID. On the Contact tab. and being wrapped up by the agent The wrap up codes associated with the contact by the agent ● ● ● ● This section contains the following topics: ● ● Contact tab on page 161 Retrieving basic contact information on page 162 Contact tab In the Contact tab. you can view the agents’ activities and the events that occurred while the contact was in the system. Email Management containers with email event information. and the details relevant to the associated channel The agent. Note: A container is a grouping of values in an EDU under a common name. 28 29 30 31 32 33 IC Administration Volume 1: Servers & Domains May 2009 161 . or voice). the Routing Event group is populated by: ● ● ● Telephony (voice) containers with voice event information. you can create additional containers for your application. Some standard containers are maintained by the Avaya IC application. as described in Electronic Data Unit Server Programmer Guide. Media Interaction group This group contains the information that is media instance specific. 162 IC Administration Volume 1: Servers & Domains May 2009 . all of the agents who participated in that contact. the transcript and user name for chat contacts. and any callback information associated with the contact. and any other contact-specific information in the Avaya IC database. whether the contact was inbound or outbound. Retrieving basic contact information The following examples illustrate how you can access different contact information through the Contact Explorer tab using both standard and advanced search constraints. and the tracking ID and subject for email contacts. Note: For email. the replies and forwards associated with an inbound email are shown as separate outbound media interaction records on the same contact. Therefore. It is also a place where task level data can be added for business value reporting or other needs. The Contact group is where you specify what interactions you are interested in viewing. For specific media types. the date the contact was created. It includes such information as a link to the customer. when you select a contact. it also has such information as ANI and DNIS for voice contacts. see the Report Wizard online help. For a detailed list of all the advanced search options in the Report Wizard.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Contact group In Avaya IC. Note: Avaya IC creates a new record for each new party added to the contact. The Routing Event group displays the information on routing to the party. as well as the actions of the party in the contact. you can then access all of the media events that are associated with that contact. the contact record is the central point into which all aspects of the interaction are linked. such as the direction and duration of the media instance. Note: Routing Event group The routing event stores any information involved with a specific party working the contact. Note: Task Performed group This group is used to organize the wrap-up information entered by the agent. Go to the Contact tab. In the Contact group. enter VDU ID for which information is required. see the Avaya OA documentation. Go to the Contact Explorer tab. You can then use Avaya Operational Analyst (Avaya OA) to generate detailed reports on this data to determine the important trends and identify problem areas. select email from combo box. In the Contact group. Retrieving contacts by Media Type To retrieve all contacts that handled email or voice or chat: 1. 3. The Report Wizard displays all of the contacts that handled email in the Media Interaction tab.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Retrieving contacts by answer time To retrieve all contacts that took longer than 50 seconds to answer: 1. In the Routing Event group. In the Contact group. 2. 2. enter >50 in the Answer Time field. click Search. In the Media Interaction group. Retrieving contacts by VDU ID To retrieve all contacts that have VDU ID: 1. The Report Wizard displays all of the contacts that have an answer time greater than 50 seconds in the Contact browser. Go to the Contact Explorer tab. Specifying what data the Report server collects The Avaya IC Report server uses rules stored in the creationrules and fieldexpressions tables to extract the data from an EDU and place it into specific IC Repository database fields. (For details. In the Media Interaction group. click Search. 3. The Report Wizard displays all of the information of that VDU ID. 2. click Search.) This section contains the following topics: IC Administration Volume 1: Servers & Domains May 2009 163 . 3. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 ● ● ● ● ● Core Tables on page 165 Reference Tables on page 166 The Mapping specification on page 167 Customizing the data model on page 168 Difference between the EDUID stored in Report Server and DUStore on page 169 164 IC Administration Volume 1: Servers & Domains May 2009 . the out-of-the-box creation rules add records to the following IC Repository tables: IC Administration Volume 1: Servers & Domains May 2009 165 . or active and inactive states on a contact. see Viewing and creating rules and expressions on page 172. This table contains a record for each initial interaction regardless of how many medias were utilized. This table contains a record for each agent or autoagent that handles the contact. as well as the agents involved with a specific contact.) The core tables are: Table Name Description agentsegment contact mediainteraction mediasegment routingattempt routingevent sessionsegment taskperformed taskperformedcode Core Tables For each contact created in Avaya IC. and you can create additional containers to suit your application. Note: Some standard containers are supplied by Avaya. (For details. and outcome codes. For a complete list of the out-of-the-box mapping rules. The agentsegment table has a one to one relationship with the routingevent because Avaya IC is actually recording the agent's involvement with the contact. use the Mapping Administration tab. For details. The data contained is overall duration and direction of the contact as well as any callback information associated with the contact.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 taskperformed agentsegment routingevent It is used for grouping the media instances involved. This table contains a record for each selection made in the agent “wrap-up” dialog providing the category. A routing event is a record that describes the routing of a contact to a specific agent or autoagent for handling. The M:N aspects of this table are not used. reason. wrap-up information. see Electronic Data Unit Server Programmer Guide. contact A contact is an event that occurs each time a customer establishes communication with the call center. There is also duration and counter information summarizing agent's acceptance. Tasks are specific transactions that are completed to meet a customer’s requirement. This table contains specific information about the agents working the contact center. & Queues. For details about agents. Information about the products available through the enterprise. An agent is an employee who handles contacts at the contact center. This table contains specific information about customers who have previously contacted the contact center. Customers. 166 IC Administration Volume 1: Servers & Domains May 2009 . Examples of reference tables are shown in the following table. see IC Administration Volume 2: Agents. The core tables that are populated by the Report server may include key fields that reference these other tables. Reference Tables The data model includes several reference tables.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Note: This information is not populated in the out-of-the-box Avaya IC system. Product Agent Table Name Customer Description A customer is a person or organization that is doing business with an enterprise. The creationrules table contains the following fields: Field Name Field Description The Mapping specification When the Report server starts up.connect. The creationrules table defines which EDU names will trigger creation of a record in the database. For example: count(voice.*. the field expression can specify an EDU name with the null special token .*). syntax (for example. it loads the mappings from the creationrules and fieldexpressions tables. as well as some functions like count (which returns a count of the number of EDU names that match the wildcard). IC Administration Volume 1: Servers & Domains May 2009 167 . The content of these two tables determine what EDU data is stored. voice.connect.1. such as the difference between two EDU name values. The pattern to trigger the record creation.2. see Field expression functions on page 173. For example. the Report server should fill in the field with the corresponding value from the same container (voice.1. For details..hold. Field expressions can also contain arithmetic expressions. The Report server takes the terminated EDUs from the EDU server and maps the values to a database.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 pkey* tablename creationrule key The name of the table to receive the record. Creation rules table Field expressions table The fieldexpressions table defines how to populate the database fields in the table by associating the field name with a matching field or expression in the EDU.connect). and so on).leg_id matches every voice container with a leg_id and creates a database record for each one. The names used in these rules can be container names or a wildcard. voice. When the associated creation rule uses a wildcard. voice. This indicates that for each record created by the creation rule.. Restarting the Report server. see Modifying creation rules and field expressions on page 170. 4.) 3. Modifying the out-of-the-box reports to analyze the customized data. The name of the field. (For details. Customizing the data model Customizing the IC Repository data model and setting up the mapping process is very important. Note: You can extract customer-specific information from an EDU by: 1. as the out-of-the-box EDU values the Report server extracts may not provide enough information for your contact center. Note: The contents of EDUs can vary greatly from site to site and only some of the EDU names are standard across all switches. Avaya IC lets you customize the data model and the data extraction process so that you can store whatever information you need from the EDUs available in your Avaya IC system. If you want to add information to the creation rules table. make sure that the names you specify are available on all the switches in use at your installation. Using Database Designer to add the fields to the tables and then reconfiguring the database. see IC Database Designer Application Reference. Using the Mapping Administration tab in the Avaya IC Report Wizard to add rules in the mapping tables to specify how the EDU names map to the new database fields. (For details.) 168 IC Administration Volume 1: Servers & Domains May 2009 . The expression of the field contents.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 The fieldexpressions table contains the following fields: Field Name pkey* creatrules_key fieldname fieldvalue Field Description key The foreign key of the creation rule. (For details.) 2. see the Avaya OA documentation. The EDU server issues a Report.auRevoir to the Report server.end to the Report server.end) the EDUID to the Report server for proper storage in the IC Repository database. For details about EDUs and configuring persistence. If the Enable Persistence property for the EDU server has been selected.EventsIn method for a VDU. the EDU server first retrieves the EDUID from the DUStore (DUStore. This means that either all of the clients of the EDUID have terminated their interest in the EDUID or the EDU server forces a termination of the EDUID. IC Administration Volume 1: Servers & Domains May 2009 169 .EventsIn method for a VDU.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Note: Difference between the EDUID stored in Report Server and DUStore The Report server stores EDU IDs that have been terminated by the EDU server.Store to the DUStore server and sometimes a Report. but that need to be moved from the EDU server's memory. then the DUStore server stores EDU IDs that are still active (there exists clients that still have interest in the EDUID). Note: When all clients of an EDUID stored in the DUStore have terminated interest in the EDUID.Retrieve). see Electronic Data Unit Server Programmer Guide. then the EDU server sends (Report. The EDU server issues a DUStore.EventsIn for a VDU. not in “agent” containers. The VDU/EDU name that triggers records to be created for the specified table. Modifying creation rules and field expressions Creation Rules tab Select a table in this list. The Report Wizard fills in the appropriate fields on the Mapping Administration tab: 170 IC Administration Volume 1: Servers & Domains May 2009 . The history associated with this record. This tab contains two tabs: Creation Rules and Field Expressions. The Report Wizard’s Mapping Administration tab lets you modify the creationrules and fieldexpressions tables. Field Name Create Record in Table For Each VDU Entry Matching Description Rulestatus History Description The name of the table where the record will be created. Whether the rule is active or inactive. VRUs typically record information in “ivr” or “vru” containers. A description of the creation rule. For example. These EDU names can be wildcards such as agent.*.1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Multiple entries are allowed for one table. Agent Event records might be generated by an VRU as well as by an agent. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Field Expressions tab The Field Expressions tab contains information about the fields in the table that are populated as a result of adding a new record. The following table describes the fields in the Field Expressions tab: Field Name Populate Field With VDU Value Description The name of the field to be populated with data from the EDU. The VDU/EDU name value from the EDU server to put into the field. Note: EDU names can contain the null special token .. syntax (for example, voice..connect). This indicates that for each record created by the creation rule, the Report server should fill in the field with the corresponding value from the same container (voice.1.connect, voice.2.connect, and so on). This lets you specify a series of events that can repeat as many times as necessary, and enables the Report server to match each container in the EDU with the record it refers to. For more details, see Field expressions table on page 167. Created By Rule Description Rulestatus History A link to the rule that governs this activity. A description of the field expression. Whether the expression is active or inactive. The history associated with this record. IC Administration Volume 1: Servers & Domains May 2009 171 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Viewing and creating rules and expressions To define how the data is mapped to the database, select the table and creation rule in the Creation Rule tab and the EDU name in the Field Expression tab. To select the table and creation rule: 1. Click Search in the Creation Rules tab. The browser displays a list of the available tables with their corresponding creation rules. 2. Select a table in this list. The Report Wizard fills in the appropriate fields on the Configuration tab. To select the EDU name to trigger the creation of records for the table: 1. Click Search in the Field Expressions group. The browser displays a list of the fields and expressions for the selected table. 2. Select the field in this list. The Report Wizard fills in the appropriate fields in the Field Expressions group. To apply the mapping configuration to the database: 1. Click Change in both tabs. 2. Modify the fields. 3. Click Update to incorporate the mapping definition, or Clear to discard changes. To create a new creation rule or field expression, Click New. 172 IC Administration Volume 1: Servers & Domains May 2009 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 Other arithmetic expressions (+, *, /) are also permitted. More complex calculations can be performed when a report is run, or by an IC Script attached to a pre-update trigger on one of the database tables being populated. Note that the sum() and count() functions can specify EDU names with wildcards. For example, if Agent 1 talked to a customer for 185 seconds and put them on hold twice, once for 15 seconds and once for 25 seconds, and then Agent 2 spoke to that customer for 60 seconds and put them on hold for 5 seconds, the corresponding EDU would contain the following name/value pairs: ● ● ● ● ● Field expression functions The following expressions can be used in field expressions: Expression count(attr) Description The number of times a name occurs in the EDU. This would be used with container names which contain wildcards. Thus count(ts.*) would return 3 if there are names “ts.1”, “ts.2” and “ts.3”. Sum of values for an attribute or expression. This would be used with container names which contain wildcards. An example would be to sum the hold times for a call which would be the expression sum(ts..recon.*) - sum(ts..hold.*). Substitute a literal value if an EDU name has an entry in the EDU. This would be useful for EDU names that have an empty value. The difference between two expressions. This is mainly needed to obtain time intervals from two EDU names, but can also be used with sum(). sum(attr) ifexist(attr,literal) exp1r - expr2 voice.1.talktime = 185 voice.1.holdtime.1 = 15 voice.1.holdtime.2 = 25 voice.2.talktime = 60 voice.2.holdtime.1 = 5 In the Routing Event table, count(voice..holdtime.*) would evaluate to 2 for the first record and 1 for the second. IC Administration Volume 1: Servers & Domains May 2009 173 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 An EDU name in a field expression that contains .. must match a name (with wildcards) in one of the creation rules for this table. For example, it would not be legal to specify a field value of agent..wrapup if the table creation rule is voice.*.leg_id. If you want to associate some values from one container (for example, agent) with a record for another container (for example, voice) then you need a separate table and a way to link the table records together. This might involve adding an EDU name to assist in the association. For example, an EDU name agent..voice could have the same value as voice..session, in which case they act as the join between two records. In the creation rules, tables that specify names with wildcards must also specify the parent table that is linked to. For example, the Queue table has Routing Event as parent, so all Queue records must be linked to the appropriate Routing Event record. Alternatively, you could have a special function in the field specifications, key(parenttable), which would be used to fill the foreign key fields. This is only needed if the parent table's key is a serial type, and thus automatically generated. Otherwise it could be filled from an EDU name. Complex Expressions The field expressions that are used with Advanced Reporting Tools were designed to handle basic data extraction from the EDU to the IC Repository database. To create more complex expressions, the following two options are available: ● Compute the expression at report time (usually this is done in Cognos). For details, see the Avaya Operational Analyst documentation. Write an IC Script function that is fired just prior to the record being updated to fill in the field(s) with the complex expression. For details on writing IC Scripts, see IC Scripts Language Reference. ● 174 IC Administration Volume 1: Servers & Domains May 2009 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 IC Administration Volume 1: Servers & Domains May 2009 175 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 176 IC Administration Volume 1: Servers & Domains May 2009 Appendix A: Database tuning and maintenance How you tune and maintain Avaya IC and Avaya OA databases can significantly impact the performance of the Avaya IC system. This section describes some general guidelines that you should follow when you tune and maintain these databases. Many conditions that are unique to each contact center can affect how you implement these guidelines. These conditions include contact volume, number of sites, and number of agents at each site. This section includes the following topics: ● ● ● ● ● ● Consulting a qualified database administrator on page 178. Database tuning guidelines on page 179. Database maintenance on page 183. Creating a backup strategy on page 184. Creating a purging strategy on page 186. Related documentation on page 190. IC Administration Volume 1: Servers & Domains May 2009 177 Consulting a qualified database administrator Before you deploy Avaya IC and Avaya OA databases or create a maintenance schedule for these databases, you should consult a qualified database administrator (DBA) or systems integrator. The DBA must possess an in-depth knowledge of database fundamentals for the installed RDBMS and operating system. Do not use personnel who are not familiar with the RDBMS to perform database deployment or maintenance tasks. The DBA should be involved in the following tasks: ● ● ● Determining the optimal deployment for the Avaya IC and Avaya OA databases. Installing and configuring the RDBMS and the databases hosted in the RDBMS. Monitoring the databases with RDBMS tools in a development environment and performing maintenance procedures, such as determining an optimal set-up and a maintenance procedure. Monitoring the databases with RDBMS tools in the production environment and performing maintenance procedures, if necessary, such as: - Adjust the RDBMS deployment and set-up. - Adjust the maintenance schedule. - Re-index the database tables. - Defragment the database tables. - Devise an optimal data placement strategy that can include: ● ● ● ● Locate database tables in different disks. Split table spaces across different disks. Store data on different disks than the operating system and RDBMS software to minimize I/O contention. 178 IC Administration Volume 1: Servers & Domains May 2009 a qualified DBA should monitor the performance of the database and adjust the tuning and deployment. Database queries on page 181. especially tables in IC Repository. and row chaining. This section identifies some tables that you need to watch.Database tuning guidelines Database tuning should be one of the regularly scheduled maintenance tasks for Avaya IC and Avaya OA databases. if necessary. This section includes the following topics: ● ● ● ● Consequences of table growth on page 179. Tip: Database table growth rates The configuration of an Avaya IC system impacts the growth rate of the database tables. Transaction logs on page 182. IC Administration Volume 1: Servers & Domains May 2009 179 . After you complete the initial deployment and configuration of the databases. This section describes some of the issues that can require updates to the database tuning and some suggestions of how to handle these issues. This section includes the following topics: ● ● ● Database table growth rates on page 179. Consequences of table growth If database tables grow too large. Tip: The documentation provided with the RDBMS includes tuning suggestions. Strategies for table growth on page 180. Tables to watch with Email Management on page 180. updates to existing data can cause fragmentation of the data in the tables. These consequences can seriously impact the performance of an Avaya IC system. However. a qualified DBA should monitor the growth of all tables in Avaya IC and Avaya OA databases. Consult a qualified DBA and that documentation for additional tuning guidelines and information on how to implement the recommended tuning strategies. row migration. Tables to watch in IC Repository on page 180. Locate the database tables with a high rate of growth across multiple disks on the database machine. ● ● ● Tables to watch in IC Repository For all Avaya IC systems. the following database tables in the CallCenterQ database will grown in parallel: ● ● qem_message qem_messagestatlog 180 IC Administration Volume 1: Servers & Domains May 2009 . Update table statistics. the following database tables in IC Repository will grow in conjunction with the number of transactions: ● ● ● contact routingevent mediainteraction Tables to watch with Email Management For Avaya IC systems with Email Management. you can do one of the following: ● ● Partition tables. Re-index the tables.Strategies for table growth If some database tables have grown so large that they have impacted performance. Include defragmentation of the database in the regular maintenance schedule. the following database queries occur frequently during normal operation: ● ● Queries for customer record data Queries for agent login data IC Administration Volume 1: Servers & Domains May 2009 181 . that procedure does not age out of memory. Strategies for frequent database queries To enhance the performance of an Avaya IC system. Queries to watch on page 181. However. a qualified DBA should monitor the frequency of queries against the Avaya IC database. This section identifies some queries that you need to watch. Queries to watch For all Avaya IC systems. make sure that all frequently run stored procedures are pinned to the cache. When you pin a stored procedure to the cache. The configuration of an Avaya IC system and the workflows in that system impact the frequency of database queries. This section includes the following topics: ● ● Strategies for frequent database queries on page 181.Database queries Most components of Avaya IC perform database queries through the Data server. For Oracle. This section includes the following topics: ● ● Recommended transaction log mode on page 182. such as additions. Strategies for transaction logs on page 182. use archive log mode. deletions. and some strategies you can implement to take maximum advantage of transaction log capabilities. Adjust the size of the transaction log file to prevent the file from expanding too frequently. Strategies for transaction logs To avoid serious impact to the performance of an Avaya IC system. ● ● 182 IC Administration Volume 1: Servers & Domains May 2009 . Adjust the growth increment percentage to prevent the file from growing by too small a value. Recommended transaction log mode Avaya recommends that you configure transaction logs in the following modes: ● ● ● For DB2. For SQL Server use transaction log mode. You can use the transaction log to assist with the backup recovery of an Avaya IC database. and updates. This section describes the recommended mode for transaction logs. monitor the size of the transaction logs and do the following. use log retain mode. if necessary: ● Create the transaction log on a physically separate disk or RAID (redundant array of independent disks) device.Transaction logs The transaction log captures changes to data. Database maintenance In addition to periodic tuning. such as Purge or Aggregation recovery. Consider the following guidelines when you schedule maintenance procedures: ● ● If possible. This section includes the following topics: ● ● Scheduling maintenance procedures on page 183. Avaya recommends that you perform this check at least once per week. review the contact load reports and schedule all backups to run during low traffic periods. as database tables grow. see Database tuning guidelines on page 179 and the documentation provided with the RDBMS. a qualified DBA should regularly monitor and perform maintenance on the Avaya IC and Avaya OA databases. do not schedule a backup to run at the same time as system-scheduled jobs. database queries can take longer to complete. Using database tools to check performance on page 183. For example. When the database tools show that the metrics have changed. Scheduling maintenance procedures Certain maintenance procedures. performance metrics will change. Reacting to changes in performance metrics As data is added to the database. For guidelines on how to tune the database. IC Administration Volume 1: Servers & Domains May 2009 183 . For a 24-by-7 contact center. ● Using database tools to check performance Each supported RDBMS includes a set of database tools that a qualified DBA can use to monitor the performance of the database and determine when the database needs to be tuned. can impact database performance. such as backups and re-indexing. For Avaya OA databases. schedule all backups during non-business hours. a qualified DBA should tune the database. Frequency of performance checks Include a performance check with the database tools in your regular database maintenance schedule. As part of their backup responsibilities. Schedule regular backups. Types of backups on page 184. An incremental backup captures only the changes that have occurred in the data since the last backup. This section includes the following topics: ● ● ● ● Backup responsibilities on page 184. Recommended backup strategies on page 185. Types of backups Avaya recommends that your backup strategy include a combination of incremental backups and full backups. To restore from incremental backups requires a full backup and all incremental backups since the full backup. either full or incremental. Minimum frequency of backups on page 185. A full backup captures a snapshot of a database at a point in time. Backup responsibilities A trained DBA or other qualified person should customize and perform all of your backup operations. Manage tape backups to ensure that the tapes for all databases are backed up and labelled correctly.Creating a backup strategy This section describes the general guidelines for a database backup strategy. This backup provides a copy of the entire database from which the databases could be restored in the event that the database is lost or corrupted. the DBA should: ● ● ● Define the types of backups required. 184 IC Administration Volume 1: Servers & Domains May 2009 . Minimum frequency of backups Schedule regular backups of all Avaya IC and Avaya OA databases. The following table summarizes the backup strategies recommended by Avaya. These factors can change over time. Contact load Small Backup strategy ● ● ● Full backup of all databases daily Transaction log backups every 30 minutes for Microsoft SQL Server and IBM DB2 Archive log backups every 30 minutes for Oracle Full backup of all databases weekly Incremental backups daily Transaction log backups every 30 minutes for Microsoft SQL Server and IBM DB2 Archive log backups every 30 minutes for Oracle Full backup of all databases weekly Incremental backups daily Transaction log backups every 30 minutes for Microsoft SQL Server and IBM DB2 Archive log backups every 30 minutes for Oracle Medium ● ● ● ● Large ● ● ● ● IC Administration Volume 1: Servers & Domains May 2009 185 . Avaya recommends the following as a minimum backup frequency: ● ● Perform a full backup once a week. Recommended backup strategies The contact load and database activity of a contact center determines the best backup strategy for a contact center. and the results of the performance checks to determine if you need to adjust your backup strategy to better protect your data from loss. Perform an incremental backup once each day. Periodically review the Avaya OA reports on contact load and agent activity. Considerations for a purging strategy When you create a purging strategy.Creating a purging strategy This section describes general considerations and guidelines for a strategy to purge and archive data in database tables. These guidelines apply to all supported RDBMS. Chat contact data on page 190. Email contact data on page 189. Recommended criteria for purging strategy Avaya recommends that you use the createtime field in the Contact table of IC Repository as the main criteria to drive your purging strategy. This section includes the following topics: ● ● ● ● ● ● Considerations for a purging strategy on page 186. Historical contact data on page 189. 186 IC Administration Volume 1: Servers & Domains May 2009 . you must consider those customizations and any new table relationships when you create a purging strategy. Recommended criteria for purging strategy on page 186. consider the following: ● ● ● Relationships between the tables in an Avaya IC database Relationships between the tables across more than one Avaya IC database Criteria that will drive the purging strategy ! Important: Important: If the Avaya IC system includes a customized database schema. Relationships between database tables on page 188. or in the case of 24x7 sites. particularly when large numbers of rows are being deleted. at the least busy times. indexing of contact or mediainteraction tables may lock the respective indexes for those tables. to improve performance of queries and other sql operations. However. INSERTs into those tables will fail. IC Administration Volume 1: Servers & Domains May 2009 187 . For example. or in the case of 24x7 sites. However. Purging is recommended to streamline the historical tables on the database. The purge process should be run during maintenance windows when IC is down. at the least busy times.Running optimization procedures Avaya recommends running optimization procedures to reindex the tables on the database. the DELETE operation. which will cause ROLLBACKs. causing ROLLBACKs on the transaction logs. the optimization procedure will impact the performance of IC. Optimizating should be run during maintenance windows when IC is down. In that case. may tend to lock the indexes on the tables as well. This implies the same problem as the optimization process for the ReportServer INSERTs. The following diagram identifies some tables in IC Repository and the CallCenterQ database.Relationships between database tables Before you create a purging strategy. 188 IC Administration Volume 1: Servers & Domains May 2009 . you must review and consider the relationships between the database tables. and the relationships between these tables. you can use the createtime field in the qem_message table. The following table describes those tables. For Oracle databases only. qem_messagestatlog qw_text The CallCenterQ database includes circular relationships between the qem_message table and the qem_messagestatlog table. Avaya recommends that you use the createtime field in the Contact table as the main criteria for your purging strategy. The createtime field contains the date and time that a contact was first processed by Avaya IC. IC Administration Volume 1: Servers & Domains May 2009 189 . A secondary table that holds a duplicate history which is used internally to link related email contacts. Email contact data Email contact data includes data about each email contact and a history that links related emails.Historical contact data Historical contact data is the data that relates to the processing of a contact. If your Avaya IC system includes Email Management. Avaya does not recommend this approach. and you choose not to use the Contact table in IC Repository. These relationships require you to clear some of the values from the foreign field. including the date and time that the email contact was first processed and the body of the email message. Historical contact data is keyed off the Contact table in IC Repository. use the createtime field in the Contact table. However. Database table qem_message Description The primary table that holds data about each email contact. Email contact data is keyed off the tables in the CallCenterQ database. To create a purging strategy that focusses on historical contact data. The data in this field works well as the main criteria for purging. A table that holds the blob data in the messagebody field of the qem_message table. The messagebody field in qem_message contains an integer for the key to the record in the qw_text table that contains the actual text blob. You do not need to purge any related tables in the Avaya IC databases when you purge chat transcripts. This table does not include a field that identifies the date of each transcript. However. You can purge chat transcript data separately. Each group of chat contact data is distinct. Avaya does not recommend this approach. The data for these features is in the following database tables: DataWake history: The w_datawakesession table in the CallCenterQ database contains the DataWake history. However.Chat contact data Chat contact data can include the DataWake history and the transcripts of chat contacts. depending upon whether the Avaya IC system includes these features. You must identify the transcripts from the selection of records available to be purged from the mediainteraction table. Avaya does not recommend this approach. You can use the dt_begin field in the w_datawakesession table as the criteria for purging. Chat transcripts: The mediainteraction table in IC Repository contains the information about the chat transcripts. Related documentation Consult the following documentation when you create a deployment and maintenance strategy for Avaya IC and Avaya OA databases: ● ● ● IC Installation Planning and Prerequisites OA Maintenance and Troubleshooting Documentation provided by the manufacturer of the RDBMS 190 IC Administration Volume 1: Servers & Domains May 2009 . ! CAUTION: CAUTION: Use caution when modifying server configuration parameters because errors can seriously impact your Avaya IC system. Starting and stopping servers must be done carefully because it can impact the regular operation of Avaya IC or result in data loss. see Determining server start up or shutdown dependencies on page 67 for more detailed information. This becomes even more critical when you need to stop multiple servers due to dependencies between the servers. Before starting and stopping servers on Avaya IC. You should set your security privileges accordingly. If you modify configuration parameters for a server.Appendix B: Server configuration reference This section describes the server-specific configuration parameters for all of the standard Avaya IC servers. This section contains the following topics: ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ADU (Agent Data Unit) server on page 194 Alarm server on page 202 Attribute server on page 206 Blender server on page 208 CAAdmin (Content Analyzer Administration) server on page 212 CA (Content Analyzer) server on page 214 ComHub server on page 217 Data server on page 219 Directory server on page 227 Directory server on page 227 DUStore server on page 229 EAI server on page 231 EAI Email server on page 231 EAI Workflow server on page 231 EDU (Electronic Data Unit) server on page 232 Event Collector server on page 240 Event Collector Bridge server on page 243 HTTP Connector server on page 244 IC Administration Volume 1: Servers & Domains May 2009 191 . you must stop and restart the server for the new settings to take effect. ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● HttpVOX server on page 246 Email server on page 248 Java Application Bridge server on page 252 License server on page 257 Notification server on page 260 ORB server on page 265 Paging server on page 267 Poller server on page 269 Report server on page 271 Resource Manager server on page 274 SiebelAED server on page 276 SiebelAICD server on page 276 SiebelASIS server on page 276 TS (Telephony) servers on page 277 Telephony Queue Statistic servers on page 311 TSA (Telephony Services Adaptor) server on page 322 VOX server on page 325 WAA (Web Advocate Adaptor) server on page 333 WebACD server on page 336 Web Scheduled Callback server on page 342 Workflow server on page 345 Recommended server parameter settings on page 353 192 IC Administration Volume 1: Servers & Domains May 2009 . The following characters are reserved because they have special meaning in Avaya IC. These characters cannot be present in the values of any server configuration. do not use these reserved characters. \ " Description Left parentheses Right parentheses Left bracket Right bracket Left brace Right brace Comma Backslash Quotation mark IC Administration Volume 1: Servers & Domains May 2009 193 . When entering text in the server configuration fields. Character ( ) [ ] { } .Before configuring servers Read this section before you configure the servers described in this chapter. Select the IP address of the system from the drop-down list. and provides services for clients to interact with an agent's record. General tab Field Name Domain Recommended entry ADU_<domain> Select the Avaya IC domain for the server from the drop-down list. or enter the IP address if it is not in the list. When an agent logs into Avaya Interaction Center (Avaya IC). When you select the host. Notes Include the domain in the server name to identify the server. the ADU server terminates that agent’s ADU.ADU (Agent Data Unit) server The Agent Data Unit (ADU) server is responsible for tracking the state of agents at the contact center. For details. which is a record of the agent's session on Avaya IC. For example. select Voice from the drop-down list if the server is in the Voice domain. IC Manager fills in the fields for Directory. refer to Agent Data Unit Server Programmer Guide. When an agent ends a session on Avaya IC. Port. Host 194 IC Administration Volume 1: Servers & Domains May 2009 . stores open ADUs. It creates new ADUs. The ADU server manages the ADU throughout its lifecycle. ADUs are also used to represent queues and other entities. and Executable. the ADU server creates an Agent Data Unit. Minimum is 1 second. Scan Interval (sec) Enter the number of seconds to wait between checking various ADU server timers. Assume that other timers in the ADU could be off by as much as (this interval + 1) to start. Notes Inactive means that none of the clients interested in this ADU has read or written anything to the ADU in this period of time. IC Administration Volume 1: Servers & Domains May 2009 195 . if an agent in your contact center typically works a nine hour shift (including lunch). maximum is 12 hours. For example. the agent is logged out. No User Interval (sec) Enter the minimum number of seconds an ADU may reside in memory after all of the clients have terminated their interest in it. Default is 60 seconds. Minimum is 1 second. While testing to see if ADUs are being retired when they should be. Very low values may cause thrashing if cooperating applications allow any gap passing ADUs among themselves. When the ADU is terminated because of idle time. Default is 4 seconds. Make sure that the number of minutes entered in this field is greater than the length of a typical agent’s shift. Random Kill Interval (sec) Random intervals are useful when a large number of ADUs are simultaneously terminated causing the IC Repository and the DUStore server to be flooded with requests. Handling the requests over a 2-minute period decreases database server stress. Enter the maximum number of seconds an ADU stays in memory after the usual timers have expired.ADU tab Field Idle Time (min) Recommended entry Enter the number of minutes an ADU may remain inactive before being terminated. Minimum is 1 minute. the range is 1 to 120 seconds. maximum is 60 seconds. maximum is 60 minutes. lower values make for more predictable behavior during prototyping and testing. enter 540 in this field. Default is 90 minutes. Default is 30. 1 is also an appropriate setting. more predictable timing and better memory usage result from a setting of 1. In situations where this is unlikely. Higher values may save some CPU time. is considered for Suspension. Enter the initial amount of memory allocated for data belonging to each ADU.192 Enter the number of seconds before an ADU. Maximum is 1200 seconds (20 minutes). Default is checked. Default is 1024. Increase the pool size if a large amount of data is stored and performance needs to be improved. Default is 8. The default varies by release. the ADU server sends an alarm and forcibly terminates the oldest one to make room for each new one. Checking this field displays the "filter" parameter.096 Notes If more than this number of ADUs are created. Pool Growth Increment 196 IC Administration Volume 1: Servers & Domains May 2009 . Always set this value explicitly. Minimum is 1 second. To start. this should be equal to the number of agents in the contact center (or across all contact centers in a WAN environment). Allowed Assigns Enter the number of clients interested in assigning to ADU servers. which is suspended by use of the Suspend method by all users. This parameter can be overridden by a higher value in the Suspend method. This value should be somewhat greater than the number of agents and VRU lines using this server to handle calls. plus a few extra. Default is 5 seconds. Enter the amount of memory (in MB) by which to increase pool size allocation when more memory is needed to store strings or events.Field Max Active ADUs Recommended entry Enter the maximum number of ADUs that the ADU server keeps active at the same time. Suspend Interval (sec) Advanced Properties Enable Reporting Interface Pool Size Check to enable reporting. Default is 2000. Default is 4. which is described at the end of this table. Notes This parameter does not limit the number of fields. the server must reallocate space. High values (over 100) may affect the accuracy of the scaninterval parameter. which is generally recommended. the ADU server keeps all revisions. Default value is 2 (20 milliseconds). A setting of 4 is recommended for voice and chat. set gencount to voice. Enter the interval value. High values may increase Eventsink throughput. If using containers. Enter the maximum number of events to be kept in memory for each ADU. Enter the number of revisions of a value kept for access with the GetValuesHistory() method. email. the earliest instance is deleted. voice. increase this value to 256 or 512.+ creates voice.4. for the IC Toolkit's Select() method. For Example. Low values may conserve memory. If this 0 is entered. Specify the percentage of memory that is free in the ADU pool. voice. Default is 25. Default is 1. Default is 256. and ts. but when this number is exceeded. If more instances than this number are created.1 is deleted. "voice. Enter the number of instances of a subcontainer created with the + token that can exist at one time. in hundredths of a second. when the ADU server will repack the pool to save memory. The gencount must be set for the "voice". "chat. When voice. and "email" containers on the Configuration tab using the following name/value pairs: "gencount".2 is deleted and so on. Poll Wait (ms) Low values increase CPU utilization. Pool Re-Pack (%) Sites at which performance is critical and memory is plentiful should consider using a value of 100. "email. which could result in a failure due to lack of system resources. The containers that must be configured with instance limits are chat.5 is created.<integer>. "chat". Default is 0.10" Maximum Number of Cached ADU events Subcontainer Instances IC Administration Volume 1: Servers & Domains May 2009 197 . When voice.4" "gencount".4" "gencount". in the format <containername>.Field Initial Number of Fields Recommended entry Enter the number of fields expected in an ADU. limit the number of subcontainers of the ts container. Default is 128.3. voice. A setting of 64 is recommended as a reasonable number of events to be kept in memory. which specifies no limit (all instances of a subcontainer are kept). Maximum Number of Revisions Caution: Do not enter 0 in this field. If the Assign fails (the request function itself fails). The retry is only attempted if the Assign callback reveals an error or a ServerFailed event arrives.Field Retry Interval (sec) Recommended entry Enter the number of seconds to wait between automatic attempts to reassign to IC servers. the offending ADU server is removed from the list and not retried automatically.FailADUCon alarm. Reset Interval Enter the number of seconds to wait between attempts to reassign to servers after receiving an ADU. It performs a synchronous DS call for a list of ADU servers and attempts an asynchronous Assign to any of them that it isn't already assigned to. Default is 60 (1 minute) Minimum is 6 seconds Maximum is 172800 seconds (48 hours) Notes It is not recommended to set this value below 30 seconds in a production environment. Default is 2 seconds. Minimum is 0 Maximum is 172800 seconds (48 hours) 198 IC Administration Volume 1: Servers & Domains May 2009 . ) Use of wildcards is permitted. Each element must be entered on a separate line. Use this parameter with care. Filtering elements from the End event may adversely affect reporting capability. Use this parameter with care. The data parameter encompasses all event types. Examples: –data +change only change and end events are stored: +change –data only end events are stored Note that drop and watch events are sent to clients but are not included with the +data filter. all data elements are stored. If this parameter is not used. all data elements are sent. user. If this option is not set. End events cannot be filtered out. Notes Enter each element on the Edit dialog. The ADUID field is always stored. transfer. a minus sign (–) excludes the event type from storage. with subsequent lines taking precedence.Field Data Element Names Recommended entry Enter the names of the data elements in ADU events to be sent to the server specified on the Event Sink option. This field is enabled when the "Enable Reporting Interface" field is checked. Names of data elements in ADU events to be sent to the server are specified with the Eventsink configuration parameter. Event types are start. The use of wildcards is permitted. and data. (The ADUID field is always stored. -data is the default. Filter Set the filter to determine which ADU events are sent to the Report server. change. delete. IC Administration Volume 1: Servers & Domains May 2009 199 . filtering elements from the End event may adversely affect reporting capability. Each filter criterion must be entered on a separate line. A plus sign (+) marks the event type for storage. Used with the Find method. For example. site. ignore this field. Default is blank. Enter the name of one of the fields used to identify the ADU in the DUStore server. Used with the Find method. Info Field 2 Info Field 3 For example. Notes ADUs are pushed into the database from the ADU server’s memory by the DUStore server. Used with the Find method. Checkpoint frequency (secs) Enter the minimum interval period in seconds between requests to checkpoint a specified ADU into the DUStore server. A value of –1 means do not checkpoint. Enter the name of one of the fields used to identify the ADU in the DUStore server. Used with the Find method. queueid. If check pointing is enabled. loginid. Default is blank. Enter the name of one of the fields used to index the ADU in the DUStore server. Enter the name of one of the fields used to identify the ADU in the DUStore server. For example.Persistence tab Field Enable Persistence Recommended entry Select to enable the ADU server to offload storage of old ADUs to a database. Info Field 4 Additional info field with no default value. Default is site. For example. the ADUs are saved at a regularly specified interval. Default is media. type. This is used for failure recovery because ADUs persist across server shutdowns. Otherwise. 200 IC Administration Volume 1: Servers & Domains May 2009 . Info Field 5 Additional info field with no default value. Used with the Find method. media. Enter the name of one of the fields used to identify the ADU in the DUStore server. Enter the name of one of the fields used to identify the ADU in the DUStore server. Enter the name of one of the fields used to index the ADU in the DUStore server. Lookup Field 1 (indexed) Lookup Field 2 (indexed) Info Field 1 For example. Controls the number of terminated ADUs that are removed by the server at one time. Set these parameters on the Configuration tab Field autostart Recommended entry Specify if the server should automatically start at the same time as the ORB server. IC Administration Volume 1: Servers & Domains May 2009 201 . Info Field 7 Additional info field with no default value. Default is blank. Info Field 8 Additional info field with no default value. Advanced Properties Database Search on Create Enter 1 to enable a DUStore search on the FindOrCreate over the WAN. Default is selected. Enter the name of one of the fields used to identify the ADU in the DUStore server.Field Info Field 6 Recommended entry Enter the name of one of the fields used to identify the ADU in the DUStore server. false. Setting this parameter too high results in network congestion problems. Default is blank. Set ADU server timestamp format. Default is 60 Minimum is 1 The default value of 50 is recommended for most deployments. Notes Additional info field with no default value. Notes Values: true. timetype Value: gmt Debug tab The Debug tab does not include any ADU server-specific parameters. Enter the name of one of the fields used to identify the ADU in the DUStore server. Default is blank. DUStore ADU Batch Size Configuration tab The following configuration parameters are not presented on the ADU tab in IC Manager. It sends alarms (received as events) to client applications that are interested in obtaining events from one or more sources. It supports SNMP trap generation to enable easy integration across the Avaya products into an end-to-end SNMP based management platform. When you select the host. For the detail information about Watcher status. Port. Host 202 IC Administration Volume 1: Servers & Domains May 2009 . IC Manager fills in the fields for Directory. you must restart the Alarm server for these changes to take effect. Select the IP address of a system from the drop-down list. The Alarm server serves three major purposes: ● ● It receives alarms generated by server and client applications. For more information. and Executable. which allows for intervention by systems personnel or software. Notes Include the domain in the server name to identify the server. Alarm server The Alarm server allows an Avaya IC client or server to generate alarms when there are problems with the system or a component. see the Agent Data Unit Server Programmer Guide. Note: If you modify SNMP configuration for the Alarm server. refer to Core Services Programmer Guide. you can view the server status by clicking the button next to Server Status. you need to use the listadu command.Advanced tab On this tab. For example. select Default from the drop-down list if the server is in the Default domain. The Alarm server enables client applications to receive these alarms as events. or type in the IP address if it is not in the list. ● For details. Note: General tab Field Name Domain Recommended entry Alarm_<domain> Select the Avaya IC domain for the server from the drop-down list. and the trap is reset. Default is unchecked (disabled). Default is 5. IC Administration Volume 1: Servers & Domains May 2009 203 . When unchecked. Propagate Check to have the alarms received by this Alarm server distributed to other Alarm servers. DS.BadString to be sent once. After <minutes> have elapsed. When enabled. Time threshold for propagation (in min) Enable SNMP Enables/disables SNMP.RepeatedAlarm is sent with information about the repeated alarm. When checked. followed by a RepeatedAlarm alarm message with a low priority. discarded for 15 minutes. the alarm Alarm. When checked. additional <alarmnames> are discarded for the time specified in <minutes>.Alarm tab Field Suppress Alarms Recommended entry Suppresses alarms. receive alarms from that Alarm server as well. Maximum Size of Queue When the Alarm server receives more alarms than specified here.BadString 15 low would cause the alarm DS. Specifies the time threshold in minutes used for propagation. Enter in the format: <alarmname> <minutes> <priority> Notes Once an alarm with the given <alarmname> is sent. Default is checked. Using a value of 0 indicates there is no time threshold and all alarms will be propagated. Default is 500. Alarms older than the specified number of minutes will not be propagated. disables SNMP and does not generate traps. For example. clients assigned to another Alarm server. enables SNMP and generates traps. criteria and all other SNMP properties on the subsequent page are displayed. Specifies the maximum size of the propagation queues. the oldest alarm in the queue is removed and the new alarm is pushed into the queue. 27.1@135. Trap Sinks Specify the trap sinks interested in receiving alarm events.157. this is the administratively assigned name for this managed node.Field Criteria Recommended entry Specify the filter criteria to use in generating traps for alarm events. A MIB-2 system group object. Specify the system contact. Notes For example. jsmith@avaya. 204 IC Administration Volume 1: Servers & Domains May 2009 . Do not enter quotes because using quotes causes IC Workflow server issues. A MIB-2 system group object. The default value means that traps will be sent for all emergency. Do not enter quotes because using quotes causes IC Workflow server issues. AIC_7. Default is public. Enter the IP Address of the host and its port number delimited by: For example: 135. high and low alarms. enter priority=emergency for all emergency alarms. Default is *.com Do not use quotes because using quotes causes IC Workflow server issues. this is the identification and contact information of the contact person for this managed node.115:500 If the port is not specified.157.27. System Contact System Name Specify the system name. For example. For example. the trap receiver runs on the default port of the machine with that IP address. If you enter the IP address and no port. Community Specify the community used by Master Agent to authenticate SNMPV1/V2c messages. The Assign and the Monitor methods accept criteria as a parameter. Requests for a different community will not be processed and an authentication failure trap is sent to the requesting NMS.115 Do not enter quotes because using quotes causes IC Workflow server issues. the default port (162) is used. Notes The UDP port specified here should be available for use. the Master Agent process will not be started and the Alarm server will raise the alarm SNMP Not Functional. Default is 705. If all retries fail. the Master Agent process will not be started and the Alarm server will raise the alarm SNMP Not Functional. Default is 161. If the specified TCP port is being used by another process. it tries to restart the SNMP server every 10 ms until it completes the specified number of retries. IC Administration Volume 1: Servers & Domains May 2009 205 . If the specified UDP port is being used by another process.Field Master Agent Port Recommended entry Enter the UDP port number on which the Master Agent listens and reads SNMP messages. Master AgentX Port Enter the TCP port number on which the Master Agent listens and reads agentx messages from the Subagent. Enter the number of times to try to restart a failed SNMP server. If the Alarm server fails to start the master agent process. Retry Limit Debug tab The Debug tab does not include any Alarm server-specific parameters. The TCP port specified here should be available for use. the Alarm server sends an alarm describing the situation. Domain Select the Avaya IC domain for the server from the drop-down list. Provides Website property event notifications between the Website and the ICM server. see IC Installation and Configuration. Provides tracking of user Web page browsing sessions for DataWake. For example. Check this field if: ● The Avaya IC system includes DataWake ● You want this Attribute server to track the Web pages browsed by a Website customer.Attribute server The Attribute server performs the following tasks: ● Acts as a communications bridge between the ICM server and the WebACD server for chat contacts. When you select the host. Port conflicts can cause serious problems within the Avaya IC system. IC Manager fills in the fields for Directory. and Executable. Field Port Recommended entry If you must change the default. Port. Host Attribute tab This server does not have any advanced properties. Check this field. Enable Datawake Recording Enable ICM Bridge 206 IC Administration Volume 1: Servers & Domains May 2009 . Select the IP address of a system from the drop-down list. ● ● General tab Field Name Recommended entry Attribute_<domain> Notes Include the domain in the server name to identify the server in the list of servers. or enter the IP address if it is not in the list. select Web from the drop-down list if the server is in the Web domain. where 0 is the lowest level of logging and 4 is the highest. change the default password for this account. Because logging requires system resources.Select New.Select OK. . Because logging requires system resources. Select a number from 0 to 4.com.xyzcorp.Accept the default port number or change to an available port. Select a number from 0 to 4. Debug tab You can access the following Attribute server-specific debug parameters on the Debug tab. ICM Bridge Log File ICM Bridge Log Level Enter the name of the ICM Bridge log file. The default log file name is icmbridge. Enter the password for the account in the IC Login field. Advanced Properties Default WACD Cluster The cluster name of WebACD. this field uses the icmbridge account that is provided with Avaya IC.Enter the name and domain of the machine that hosts the ICM server. you should select a minimal logging level unless you are trying to diagnose a specific problem. The default log level is 2.log. Notes The default log file name is attrsvr.log. enter TESTBOX. Important: Do not use the Administrative account for IC Manager or any other account for which the password may change. . If you have not already done so. . you should select a minimal logging level unless you are trying to diagnose a specific problem.Field IC Login Recommended entry By default. For example. You can only view the name. In the ICM Servers dialog box: . Field Attribute Server Log File name Attribute Server Log Trace Level Recommended entry Enter the name of the Attribute server log. ● ● IC Password ICM Servers Select the Ellipsis (…) button.Select Enabled. . The default log level is 2. where 0 is the lowest level of logging and 4 is the highest. IC Administration Volume 1: Servers & Domains May 2009 207 . General tab Field Name Domain Recommended entry Blender_<domain> Select the Avaya IC domain for the server from the drop-down list. and Executable.Blender server The Blender server controls agent availability across the different channel types and monitors ADU change events. Host 208 IC Administration Volume 1: Servers & Domains May 2009 . Notes Include the domain in the server name to identify the server. IC Manager fills in the fields for Directory. Port. or enter the IP address if it is not in the list. you will not be able to start the Blender server. It can be configured to run blending flows when any agent state changes. Select the machine’s IP address from the drop-down list. The domain for a Blender server must meet one of the following guidelines: ● The Blender server must be in the same domain as a Workflow server and an ADU server. When you select the host. OR ● The failover path for the domain of the Blender server must include a Workflow server and an ADU server. ! Important: Important: If the Blender server domain does not include a Workflow server and an ADU server. select Default from the drop-down list if the server is in the Default domain. The Blender server can also be configured to raise alarms or run flows when agent or queue ADU thresholds are exceeded. For example. or those servers are not in the failover path for the Blender server. Flow Set Enter the name of the workflow project that contains the Blender flows. The initialization data name contains values to be added to indata when InitRule is run. Notes If you only have one Workflow server and one Blender server. IC Administration Volume 1: Servers & Domains May 2009 209 . The default name is blender. If your configuration includes multiple Workflow and Blender servers. select the Workflow server that you created to work with this Blender server. Enter the name of the Client Logout workflow. InitRule has an indata Event and outdata Event that fill in indata with a string (InitName) and seqcouple (InitData). Enter the name of the workflow that initializes the Blender server. Field WorkFlow Server Recommended entry Select the Workflow server used by this Blender server from the drop-down list. Initialization Data You can leave this field blank. The name to add to indata when InitRule is run. Initialization Flow Default name is initialization. Optional field. Default name is clientlogin. Default name is clientlogout. Client Login Flow Client Logout Flow Enter the name of the Client Login workflow. Initialization Data Name Optional field. You can leave this field blank.Blender tab This server does not have any advanced properties. select Workflow_system. You can select: . it is the Queue ID.generate an alarm . The attribute of the ADU to watch. click New to display the Watch Editor where you can define the items you want to watch for. and call flow optimization. Agent or Queue.run a flow . contacts handled. The action to take when a watch criterion is met. and contact offered. For a queue. abandoned. The identifier of the ADU.alarmonly . contact count.alarmandflow . Some of the attributes that may be selected are oldest. it is the agent’s login ID. linking. servers.flowonly ." A pull down menu provides the options. For an agent. you can select this option if you want the Blender server to generate another alarm if a change event’s attribute has not changed. or queues. You can specify: Field Type Queue ID Site Notes The type of ADU to be "watched. Avaya IC uses the site information when it makes routing for routing decisions. The physical location of agents.Watch tab Field Enable watchlist Multiple alarms Notes Select this option to enable the Blender server’s watchlist functionality. If you have enabled the watchlist. The media channel upon which the contact was received by Avaya IC. The name of the flow to run when a watch criterion is met. Media Flow Attribute 210 IC Administration Volume 1: Servers & Domains May 2009 .generate an alarm and run a flow Watch action After you enable the watchlist. Notes Value: integer Default: 5 retry_workflow Value: integer Default: 10 retry_wait_period Value: integer Default: 3 Debug tab The Debug tab does not include any Blender server-specific parameters. you can watch the number of contacts handled by the queue or agent by selecting contactcount in the Attributes field. For example. the number of times the Blender server should retry assignment to the server before terminating itself. the number of times the Blender server should retry assignment to the server before terminating itself.Field Operator Notes The comparison operator to use when selecting items to watch. The oldest attribute would have a time format to indicate its time in Avaya IC. Field retry_adu Description During startup or in the event of an ADU server failure. During startup or in the event of a Workflow server failure. contactcount would have a value format for a number. This parameter can be Value or Time based on the attribute selected in the above parameter. This parameter is used in conjunction with the Value parameter. If you select < (less than) in this field and enter 200 in the following Format parameter. IC Administration Volume 1: Servers & Domains May 2009 211 . Value Configuration tab The following configuration parameters are not presented on the Blender tab in IC Manager. The number of seconds for the Blender server to wait between each retry assignment. For example. The Op parameter lets you define a limit from which to watch. Set these parameters on the Configuration tab. Avaya IC watches the number or contact under 200 for the designated agent or queue. The value of the attribute to be watched. ) The Administrative server is used to create.CAAdmin (Content Analyzer Administration) server If you have purchased the optional Avaya Content Analyzer feature of Avaya IC. When you select an administrative task.kb and save it to the directory S:\ KBs. the selected server may not have access to the Knowledge Base that you want to work with. For details. (For example. 212 IC Administration Volume 1: Servers & Domains May 2009 . Avaya IC checks to see if there is a CAAdmin server already running. If none of the defined servers starts.) Tip: You should also make sure that this storage location is accessible to the operational CAServer that will be associated with the Knowledge Base. If so. For example. it uses that server to perform the task. Avaya IC either uses the currently-running CAAdmin server or starts one at random. it randomly selects one (regardless of domain) and attempts to start it. then the currently-running CAAdmin server will not be able to access S:\KBs\mykb. Ensure that all server systems refer to the Knowledge Base storage area in the same way. (If you have not purchased the Content Analyzer feature. it should be mapped to drive S on all of the server systems running a CAAdmin server. if the storage device is mapped to drive S on one CAAdmin server. Content Analyzer prompts the user to configure a new CAAdmin server. if you have multiple CAAdmin servers defined on multiple platforms. if you create a Knowledge Base called mykb. train. the CAAdmin server saves the Knowledge Base to the physical location that is mapped to the S drive on a server system. see CA (Content Analyzer) server on page 214. you need to create an administrative server for your Content Analyzer environment.kb.kb with the Knowledge Base. Tip: To avoid this problem. and maintain the Content Analyzer Knowledge Bases. or if the KBs directory is not shared between the server systems. If not. If the attempt is unsuccessful. The potential problem is that the selection of the server is completely random. Later on if you want to train that Knowledge Base. If drive S for that new server is not mapped to the same physical location that the original CAAdmin server used. it tries another one and continues the process until it has tried all of the available servers. and. This domain-independent technique provides a slightly different version of failover than the general failover policy in IC Administration Volume 1: Servers & Domains. this server will not start. and it saves the fully-qualified name S:\KBs\mykb. Port. IC Administration Volume 1: Servers & Domains May 2009 213 . For example. Host Select the machine’s IP address from the drop-down list. Windows: IC_INSTALL_DIR\IC72\oem\banter\ nlpdata Unix (Solaris or AIX): IC_INSTALL_DIR/IC72/oem/banter/ NLPdata Debug tab The Debug tab does not include any CAAdmin server-specific parameters.General tab Field Name Domain Recommended entry CAADmin_<domain> Select the Avaya IC domain for the server from the drop-down list. select interaction_center. Field IC Data Source Path to NLP Data Recommended entry Select the Interaction Center Data Source. Enter the directory path to the NLP data. When you select the host. Notes If you used the default name. Notes Include the domain in the server name to identify the server. select Email from the drop-down list if the server is in the Email domain. and Executable. This server should be in the same domain as the IC Email server. or enter the IP address if it is not in the list. IC Manager fills in the fields for Directory. CAAdmin tab This server does not have any advanced properties. CA (Content Analyzer) server If you have purchased the optional Avaya Content Analyzer feature of Avaya IC. If you make changes to any of the associated Knowledge Bases (such as retraining. or renaming). It must be active whenever you want to process emails coming into the Avaya IC system. this server will not start. select Email from the drop-down list if the server is in the Email domain. This server should be in the same domain as the IC Email server. you need to create at least one operational Content Analyzer server in your Content Analyzer environment. Notes Include the domain in the server name to identify the server. synchronization. IC Manager fills in the fields for Directory. or enter the IP address if it is not in the list. If you have not purchased the Content Analyzer feature. The server classifies customer emails at operation time so it must be configured with one or more trained and validated Content Analyzer Knowledge Bases. Host Select the machine’s IP address from the drop-down list. you need to stop this server and restart it so that it picks up the changes. and Executable. Port. 214 IC Administration Volume 1: Servers & Domains May 2009 . For example. General tab Field Name Domain Recommended entry OperationCA_<domain> Select the Avaya IC domain for the server from the drop-down list. When you select the host. Windows: IC_INSTALL_DIR\IC72\oem\banter\ nlpdata Unix (Solaris or AIX): IC_INSTALL_DIR/IC72/oem/banter/ NLPData Select Knowledge Base to display the Knowledge Base dialog box. KB File Location Threshold Language IC Administration Volume 1: Servers & Domains May 2009 215 . To avoid confusion. Select New and enter the language codes for the languages that you want associated with the Knowledge Base. Leave this blank or set it to the final value you used during validation. select interaction_center. you should use the name that you specified when you created the Knowledge Base in IC Manager. enter a colon (:) between each code. Field IC Data Source Path to NLP Data Recommended entry Select the Interaction Center Data Source. to specify English. Note: To specify multiple language codes. Enter the directory path to the NLP data. Notes If you used the default name. Enter the fully-qualified location of the Knowledge Base file you created after validation. For example. you would specify en:de:fr. Click the button in this field to display the Language dialog box. To add a Knowledge Base. Knowledge Base Enter the name of the Knowledge Base associated with this server. click New on the toolbar and fill in the following fields: Field Name Notes Enter a name for the Knowledge Base.CAServer tab This server does not have any advanced properties. German and French. For details about entering a Knowledge Base. see below. This is the same Knowledge Base Name as displayed in Knowledge Base Management in IC Managers content analysis administration window. You can use the following language codes: Language Chinese. 216 IC Administration Volume 1: Servers & Domains May 2009 . Simplified English French German Italian Japanese Korean Portuguese Spanish Russian Thai Code zh en fr de it ja ko pt es ru th Debug tab The Debug tab does not include any CAServer server-specific parameters. com. Port conflicts can cause serious problems within the Avaya IC system. and helps the WebACD server to respond to agent requests. Notes For example. enter TESTBOX. General tab Field Name Domain Recommended entry Comhub_<domain> Select the Avaya IC domain for the server from the drop-down list. When you select the host. Accept the default port of 4001 or enter a new port. This server also assists in passing information from a web-based interface to the WebACD server. Host ComHub tab This server does not have any advanced properties. such as logon or logoff. Service Port If you must change the default. For example. IC Administration Volume 1: Servers & Domains May 2009 217 . or enter the IP address if it is not in the list.ComHub server The ComHub server provides a communications hub for the Web Management and Email Management servers. select Web from the drop-down list if the server is in the Web domain. Notes Include the domain in the server name to identify the server.xyzcorp. Port. see IC Installation and Configuration. and Executable. Field Host Name Recommended entry Enter the fully-qualified domain name of the machine that hosts the ComHub server. Select the machine’s IP address from the drop-down list. IC Manager fills in the fields for Directory. . Notes If you used the default name. Notes The default log level is 3. Field Data Query Log Level Recommended entry Select a number from 0 to 4.Field IC Data Source Threads Recommended entry Select the Interaction Center Data Source. The default log file name is . Enter the name of the Comhub server log. you should select a minimal logging level unless you are trying to diagnose a specific problem.log. The default entry is 10. Accept the default or enter a number of threads. Because logging requires system resources. select interaction_center. Debug tab You can access the following ComHub server-specific debug parameters on the Debug tab. The default log file name is ./ logs/comhub. 218 IC Administration Volume 1: Servers & Domains May 2009 .log. where 0 is the lowest level of logging and 4 is the highest./ logs/wcservlet. The number of threads that can be constructed to handle communication tasks. Log Device Filename Comhub Log Filename Enter the name of the Log Device file.. 2. refer to Core Services Programmer Guide and IC Installation Planning and Prerequisites. For example: ● DataServerMSSQL ● DataServerOracle ● DataServerDB2 ● DataServerODBC Select the Avaya IC domain for the server from the drop-down list. For details.Data server The Data server monitors and processes requests between Avaya applications and their databases. When you select the host. include the domain in the server name to identify the server. Domain Host Debug tab The Debug tab does not include any Data server-specific parameters. Tip: For all secondary Data servers. The Data server lets you create database-independent applications using the Data server’s libraries instead of database libraries. select Default from the drop-down list if the server is in the Default domain. or enter the IP address if it is not in the list. and Executable. General tab Field Name Recommended entry Enter a logical name for the Data server. Select the IP address of the machine that hosts the server. For example. IC Administration Volume 1: Servers & Domains May 2009 219 . You need this name to configure IC Repository database. IC Manager fills in the fields for Directory. Port. In the Interaction Center 7. the Data server can be configured to operate with several databases. Notes Include the type of database on your Avaya IC system in the name. The Data server provides database independence for Avaya applications because the connection information that is stored in the IC Data Source determines which database the application connects to and which style of SQL to generate. Default is 1. These threads accept requests from the Data server clients and queues them for execution in the database. Minimum is 1. Advanced Properties Database Connection Timeout (min) Enter the number of minutes after which the Data server closes an inactive database connection. DB Heart Beat Interval (min) The number of minutes at which the system checks to see if the database is still up and running or detects that it is down. Enter the number of requests in the thread pool. Prevents an inactive database connection from remaining allocated. Default is 30. Request Handler Thread Pool Size DB Connection Pool Size Enter the number of connections in the pool. The password that corresponds to the database login name used by the Data server to access databases. Default is 15. Enter the number of minutes at which to poll the system for database connectivity. Enter your database password. Maximum number of threads that handle client requests in the Data server. ● ● ● ● DataServer tab for IBM DB2 on page 220 DataServer tab for MSSQL Server on page 221 DataServer tab for Oracle on page 223 DataServer tab for ODBC on page 225 DataServer tab for IBM DB2 The settings on this tab pertain to the Data server using an IBM DB2 database. Field DB Login DB Password Recommended entry Enter your database login name. Notes The name used by the Data server to access databases. 220 IC Administration Volume 1: Servers & Domains May 2009 .DataServer tab Use the following DataServer tab that corresponds to the database for which you are configuring the Data server. Maximum number of database connections to open in a connection pool. Default is 10. IC Administration Volume 1: Servers & Domains May 2009 221 . Default is 15. Check this field to enable the Data server to check for certain warnings. These threads accept requests from the Data server clients and queues them for execution in the database. Notes If the system finds the database is down. Default is unchecked. Enter your database password. Maximum number of database connections to open in a connection pool. Notes The name used by the Data server to access databases. Default is 30. Enter the number of requests in the thread pool. Warning Levels (on/ off) If checked. Default is 5. Field DB Login DB Password Recommended entry Enter your DBA user name. the server checks for the following warnings: ● High record count ● High SQL execution time ● High queried time (waiting time in the Data server) DataServer tab for MSSQL Server The settings on this tab pertain to the Data server using a MSSQL Server database. Request Handler Thread Pool Size DB Connection Pool Size Enter the number of connections in the pool. the interval (seconds) at which the system checks to see if the database is back up and running. Maximum number of threads that handle client requests in the Data server. The password that corresponds to the database login name used by the Data server to access databases.Field DB Retry Interval (sec) Recommended entry Enter the number of seconds after which the Data server should try to reconnect to the database after detecting a connectivity problem. Minimum is 1. Field Advanced Properties Database Connection Timeout (min) Recommended entry Notes Enter the number of minutes after which the Data server closes an inactive database connection. Default is 10. in seconds. Default is 60. a SQL operation at the database will timeout if the database does not respond within this time period. DB Heart Beat Interval (min) The number of minutes at which the system checks to see if the database is still up and running or detects that it is down. DB Retry Interval (sec) DB Login Timeout (in seconds) MSSQL Server only DB Query Timeout (in seconds) MSSQL Server only Warning Levels (on/ off) If checked. in seconds. Check this field to enable the Data server to check for certain warnings. Enter the number of seconds after which the Data server should try to reconnect to the database after detecting a connectivity problem. Default is 5. If the system finds the database is down. after which the Data server’s open connection request to the database will timeout if the database does not respond within that time period. Default is 1. Enter the number of minutes at which to poll the system for database connectivity. Enter the period of time. Prevents an inactive database connection from remaining allocated. the interval (seconds) at which the system checks to see if the database is back up and running. Default is 60. the server checks for the following warnings: ● High record count ● High SQL execution time ● High queried time (waiting time in the Data server) 222 IC Administration Volume 1: Servers & Domains May 2009 . Default is unchecked. Enter the period of time. Default is 15. Maximum number of database connections to open in a connection pool. Enter the pathname of the home directory of the Oracle database. Advanced Properties Database Connection Timeout (min) Enter the number of minutes after which the Data server closes an inactive database connection. Request Handler Thread Pool Size DB Connection Pool Size Enter the number of connections in the pool. Prevents an inactive database connection from remaining allocated. Default is 30. This home directory overrides the home directory specified in the IC Data Source parameter. Enter the number of minutes at which to poll the system for database connectivity.DataServer tab for Oracle The settings on this tab pertain to the Data server using an Oracle database. Default is 1. Field DB Login DB Password Oracle Home Directory Recommended entry Enter the database account name. DB Heart Beat Interval (min) The number of minutes at which the system checks to see if the database is still up and running or detects that it is down. Minimum is 1. Default is 10. The password as configured in the Oracle database. Enter the number of requests in the thread pool. Oracle Data server only. These threads accept requests from the Data server clients and queues them for execution in the database. Enter the password for the database account. Notes The database login name used by the Data server to access databases. Maximum number of threads that handle client requests in the Data server. IC Administration Volume 1: Servers & Domains May 2009 223 . Default is 5. the server checks for the following warnings: ● High record count ● High SQL execution time ● High queried time (waiting time in the Data server) 224 IC Administration Volume 1: Servers & Domains May 2009 . Notes If the system finds the database is down.Field DB Retry Interval (sec) Recommended entry Enter the number of seconds after which the Data server should try to reconnect to the database after detecting a connectivity problem. Default is unchecked. Warning Levels (on/ off) If checked. the interval (seconds) at which the system checks to see if the database is back up and running. Check this field to enable the Data server to check for certain warnings. If the system finds the database is down. the interval (seconds) at which the system checks to see if the database is back up and running. Enter your database password. Enter the number of seconds after which the Data server should try to reconnect to the database after detecting a connectivity problem. Request Handler Thread Pool Size DB Connection Pool Size Enter the number of connections in the pool. Minimum is 1. DB Heart Beat Interval (min) The number of minutes at which the system checks to see if the database is still up and running or detects that it is down. Maximum number of database connections to open in a connection pool. The password that corresponds to the database login name used by the Data server to access databases. These threads accept requests from the Data server clients and queues them for execution in the database. Advanced Properties Database Connection Timeout (min) Enter the number of minutes after which the Data server closes an inactive database connection. Default is 1. Notes The name used by the Data server to access databases. Enter the number of requests in the thread pool. DB Retry Interval (sec) IC Administration Volume 1: Servers & Domains May 2009 225 . Default is 30.DataServer tab for ODBC The settings on this tab pertain to the Data server using an ODBC database. Field DB Login DB Password Recommended entry Enter the ODBC database name. Enter the number of minutes at which to poll the system for database connectivity. Maximum number of threads that handle client requests in the Data server. Default is 5. Prevents an inactive database connection from remaining allocated. Default is 10. Default is 15. which is: SELECT DISTINCT {fn NOW() FROM qw_keys If checked. Default is unchecked. Check this field to enable the Data server to check for certain warnings. the server checks for the following warnings: ● High record count ● High SQL execution time ● High queried time (waiting time in the Data server) Warning Levels (on/ off) 226 IC Administration Volume 1: Servers & Domains May 2009 . Notes This overrides the default ODBC SQL.Field SQL query to fetch DateTime Recommended entry Specify an alternate SQL for fetching datetime from the ODBC database. Directory server The Directory server (DS) provides a common directory of resources that are available in Avaya IC. Directory entries include users, Telephony servers, telephony resources, and other logical and physical elements. The DS also stores agents, queues, and workgroups in the database. For details, refer to Core Services Programmer Guide. General tab Field Name Domain Recommended entry Directory_<domain> Select the domain from the drop-down list. Select the machine’s IP address from the drop-down list, or enter a new IP address. Select the check box for this property. Notes Include the domain in the server name to identify the server. For example, select Default from the drop-down list if the server is in the Default domain. When you select the host, IC Manager fills in the fields for Directory, Port, and Executable. Automatically starts the Directory server when you start the machine. Host AutoStart Directory tab Field IC Data Source Recommended entry Select the IC Repository data source from the IC Data Source drop-down list. Check this box if this Directory server will be the parent directory server. Enter the name of a backup file to be created. This file used a backup copy of the directory. Click the Start button to create the file in the server’s home directory. Notes If you used the default name, select repository. The parent Directory server synchronizes the directories for all Directory servers. Avaya IC appends an .ffd extension to the file name. Is Parent Backup IC Administration Volume 1: Servers & Domains May 2009 227 Field Restore Recommended entry Enter file name of the backup file used as the name of the directory you want to restore. Click the Start button to restore the directory. Enter the number of seconds that the Directory server waits before sending updates to the first of its children. Notes The file name you enter must be a previously created backup directory file. First update lag (sec) During normal operation, set this value to 0. (A small delay occurs automatically.) There is no maximum value. If this value is greater than 0, the Advanced tab contains a couple with the name "PropagationDelay" and a value equal to the current buffer updates setting. During normal operation, set this value to 0 or 1. There is no maximum value. If this value is greater than 0, the Advanced tab contains a couple with the name "LagBetweenChildren" and a value equal to the current childlag setting. Succeeding update lag (sec) Enter the number of seconds that the Directory server pauses before sending an update to the next child. Advocate tab Field Enable Advocate Recommended entry Select this check box to enable the optional Avaya Business Advocate feature. Note: Before you check this field, ensure that the Business Advocate database has been created and the DB connection has been properly configured. (For details, see IC Database Designer Application Reference.) Notes Avaya Business Advocate is a resource management tool that routes contacts through work distribution intelligence. 228 IC Administration Volume 1: Servers & Domains May 2009 Debug tab The Debug tab does not include any Directory server-specific parameters. DUStore server The DUStore server manages the DUs (EDUs and ADUs) that are created by Avaya IC. DUStore can store all types of DUs, but most of the time only Email DUs are stored. This is because email tasks can remain inactive for long periods of time. The DUStore server interfaces to a database of inactive EDUs. It stores the EDUs in the database in their entirety. When an EDU server method is invoked for an EDU that is no longer in memory, the DUStore server restores the EDU as if it were assigned to an active contact. For details, refer to Electronic Data Unit Server Programmer Guide. General tab Field Name Domain Recommended entry DUStore_<domain> Select the Avaya IC domain for the server from the drop-down list. Notes Include the domain in the server name to identify the server. Include the DUStore server in the same domain as the EDU server for the channel. For example, select Email_Helper from the drop down list if this server handles email contacts. For details about recommended domains, see IC Installation Planning and Prerequisites. When you select the host, IC Manager fills in the fields for Directory, Port, and Executable. Host Select the machine’s IP address from the drop-down list, or enter the IP address if it is not in the list. IC Administration Volume 1: Servers & Domains May 2009 229 DUStore tab Field IC Data Source Recommended entry Select the IC Data Source, which is the ADL file, for the IC Repository database. Enter the number of days that Avaya IC holds an EDU in absence of other information. Default is 60 days. Enter the number of EDUs the DUStore retires to the database when it scans the system for expired EDUs. Default is 1000. Enter the period of time, in minutes, the server scans for expired EDUs. Default is 15. Higher values may save some CPU time; lower values make for more predictable behavior during prototyping and testing. Assume that other timers in the EDU could be off by as much as (this interval + 1) to start. Notes If you used the default name, select repository. After this period, the DUStore deletes the EDU from the DUStore table and retires the EDU to the database. Default deletion age (Days) Deleted per scan Scan Interval (min) Purge Alarm Check to raises an alarm if a delete scan finds any EDUs that meet the criteria for deletion and retirement to the database. Default is checked. Advanced Properties Table Enter the name of the table in which the DU data is stored. Default is qw_dusotre. Debug tab The Debug tab does not include any DUStore server-specific parameters. 230 IC Administration Volume 1: Servers & Domains May 2009 EAI server The EAI server is only used when you integrate Siebel with Avaya IC. For details, see Avaya IC for Siebel 7 Integration. EAI Email server The EAI Email server is only used when you integrate Siebel with Avaya IC. For details, see Avaya IC for Siebel 7 Integration. EAI Workflow server The EAI Workflow server is only used when you integrate Siebel with Avaya IC. For details, see Avaya IC for Siebel 7 Integration. IC Administration Volume 1: Servers & Domains May 2009 231 EDU (Electronic Data Unit) server The EDU server creates, stores, and manages EDUs on Avaya IC. It creates EDUs in response to requests from Avaya servers and client applications. The EDU server manages an EDU throughout its lifecycle. It stores open EDUs, records events, and provides services that enable clients to interact with a contact. When adding a new EDU server to Avaya IC in IC Manager, the Initialize EDU dialog is displayed. Designate the media type for which to optimize the EDU server from one of the following: ● ● ● Voice Chat Email For details, refer to Electronic Data Unit Server Programmer Guide. General tab Field Name Recommended entry EDU_<domain>_<media> Notes Include the domain in the server name to identify the server. For example, if you must create an EDU server for voice media, enter EDU_Voice1_Voice. The domain for the EDU server depends upon which channel the EDU server handles. For voice contacts, add the EDU server to the same domain as the associated Telephony server. For chat and email contacts, add the EDU server to a "Helper" domain. For example, select Email_Helper from the drop down list if this server handles email contacts. For details about recommended domains, see IC Installation Planning and Prerequisites. When you select the host, IC Manager fills in the fields for Directory, Port, and Executable. Domain Select the Avaya IC domain for the server from the drop-down list. Host Select the machine’s IP address from the drop-down list, or enter the IP address if it is not in the list. 232 IC Administration Volume 1: Servers & Domains May 2009 EDU tab Field Idle Time (min) Recommended entry Enter the maximum length of time, in minutes, that Avaya IC should maintain an EDU record if a contact is idle. Default varies by channel: voice = 60 email = 30 chat = 45 Enter the minimum number of seconds an EDU may reside in memory when there are no users active for it. Default varies by channel: voice = 1,800 email = 120 chat = 90 Minimum is 1 second, Maximum is 60 minutes. Enter the maximum number of seconds an EDU stays in memory after the usual timers have expired. Default varies by channel: voice = 30 email = 120 chat = 60 Notes Make sure that the number of minutes entered in this field is greater than the length of a typical contact. Minimum is 1 minute Maximum is 15 hours Very low values may cause thrashing if cooperating applications allow any gap passing EDUs among themselves. No User Interval (sec) Random Kill Interval (sec) Random intervals are useful when a large number of EDUs are simultaneously terminated causing the IC Repository and the DUStore server to be flooded with requests. Handling the requests over a 2-minute period decreases database server stress. In situations where this is unlikely, more predictable timing and better memory usage result from a setting of 1. While testing to see if EDUs are being retired when they should be, 1 is also an appropriate setting. Higher values may save some CPU time; lower values make for more predictable behavior during prototyping and testing. Assume that other timers in the EDU could be off by as much as (this interval + 1) to start. Scan Interval (sec) Enter the number of seconds to wait between checking various EDU server timers. Default varies by channel: voice = 4 email = 3 chat = 6 IC Administration Volume 1: Servers & Domains May 2009 233 Field Max Active EDUs Recommended entry Enter the maximum number of EDUs that the EDU server keeps active at the same time. Default varies by channel: voice = 2,048 email = 20,000 chat = 2,048 Enter the number of clients interested in assigning to EDU servers. Default is 8,192 for all channels. Enter the initial amount of memory allocated for data belonging to each EDU. Default varies by channel: voice = 8,000 email = 5,000 chat = 10,000 Notes If more than this number of EDUs are created, the EDU server sends an alarm and forcibly terminates the oldest one to make room for each new one. Allowed Assigns To start, this should be equal to the number of agents in the contact center (or across all contact centers in a WAN environment), plus a few extra. Increase the pool size if a large amount of data is stored and performance needs to be improved. Pool Size Advanced Properties Enable Reporting Interface Pool Growth Increment Check to enable reporting. Default is checked for all channels. Enter the amount of memory (in mg) by which to increase pool size allocation when more memory is needed to store strings or events. Default is 1024 for all channels. Enter the number of fields expected in an EDU. Default is 128 for voice and email, 256 for chat. If using containers, increase this value to 256 or 512. This parameter does not limit the number of fields, but when this number is exceeded, the server must reallocate space. Checking this field displays the "filter" parameter, which is described at the end of this table. Initial Number of Fields 234 IC Administration Volume 1: Servers & Domains May 2009 Default varies by channel: voice = 128 email = 64 chat = 192 Enter the number of instances of a subcontainer created with the + token that can exist at one time. limit the number of subcontainers of the ts container.2 is deleted and so on. "chat".5 is created. If this 0 is entered. Enter the maximum number of events to be kept in memory for each EDU. High values (over 100) may affect the accuracy of the scaninterval parameter. A setting of 4 is recommended for voice and chat. Maximum Number of Cached EDU events Subcontainer Instances For Example. Enter the number of revisions of a value kept for access with the GetValuesHistory() method. Notes Sites at which performance is critical and memory is plentiful should consider using a value of 100. when the ADU server will repack the pool to save memory. voice. in the format <containername>. "email. which could result in a failure due to lack of system resources. in hundredths of a second.<integer>. "chat.4" "gencount". Default varies by channel: voice = 20 email = 15 chat = 10 Enter the interval value. Low values may conserve memory. Default is 1 for all channels.10" IC Administration Volume 1: Servers & Domains May 2009 235 . High values may increase Eventsink throughput. Poll Wait (ms) Low values increase CPU utilization. Default is 0. Maximum Number of Revisions Caution: Do not enter 0 in this field. "voice. voice. the earliest instance is deleted. Default value is 2 (ms) for all channels.4. which is recommended. A setting of 64 is recommended as a reasonable number of events to be kept in memory.3. the EDU server keeps all revisions. The gencount must be set for the "voice". which specifies no limit (all instances of a subcontainer are kept).4" "gencount".1 is deleted.Field Pool Re-Pack (%) Recommended entry Specify the percentage of memory that is free in the ADU pool. When voice. set gencount to voice. If more instances than this number are created. and "email" containers on the Configuration tab using the following name/value pairs: "gencount". for the IC Toolkit's Select() method.+ creates voice. When voice. Default is 30 seconds for all channels. is considered for Suspension. all data elements are stored. Reset Interval (sec) Enter the number of seconds to wait between attempts to reassign to servers after receiving a VDU. which is suspended by use of the Suspend method by all users. Data Element Names Suspend Interval (sec) Enter the number of seconds before an EDU. The retry is only attempted if the Assign callback reveals an error or a ServerFailed event arrives. The EDUID field is always stored. the offending EDU server is removed from the list and not retried automatically.Field Retry Interval (sec) Recommended entry Enter the number of seconds to wait between automatic attempts to reassign to IC servers. Use this parameter with care. Default is 60 (1 minute) for all channels. Minimum is 6 seconds Maximum is 172800 seconds (48 hours) Notes It is not recommended to set this value below 30 seconds in a production environment. It performs a synchronous DS call for a list of EDU servers and attempts an asynchronous Assign to any of them that it isn't already assigned to. This parameter can be overridden by a higher value in the Suspend method. If this option is not set. Minimum is 0 Maximum is 172800 seconds (48 hours) Enter the names of the data elements in EDU events to be sent to the server specified on the Event Sink option. filtering elements from the End event may adversely affect reporting capability. Default is 2 seconds for all channels. 236 IC Administration Volume 1: Servers & Domains May 2009 . The use of wildcards is permitted. Enter each element on the Edit dialog. If the Assign fails (the request function itself fails).FailVDUCon alarm. Minimum is 1 Maximum is 1200 seconds (20 minutes). Notes Filter The data parameter encompasses all event types.Field EDU Data Percent Recommended entry Enter the percentage of EDUs sent to the EDU data feed to be used for random sampling.) Use of wildcards is permitted. Each filter criterion must be entered on a separate line. Names of data elements in ADU events to be sent to the server are specified with the Eventsink configuration parameter. with subsequent lines taking precedence. change. Use this parameter with care. A plus sign (+) marks the event type for storage. a minus sign (–) excludes the event type from storage. -data is the default. Filtering elements from the End event may adversely affect reporting capability. Examples: –data +change only change and end events are stored: +change –data only end events are stored Note that drop and watch events are sent to clients but are not included with the +data filter. If this parameter is not used. Each element must be entered on a separate line. This field is enabled when the "Enable Reporting Interface" field is checked. delete. End events cannot be filtered out. all data elements are sent. user. IC Administration Volume 1: Servers & Domains May 2009 237 . Minimum is 0 Maximum is 100 Set the filter to determine which EDU events are sent to the Report server. and data. (The ADUID field is always stored. Event types are start. transfer. Default is 0 for all channels. Enter the name of one of the fields used to identify the EDU in the DUStore server. loginid. Used with the Find method. type. For example. This is used for failure recovery because EDUs persist across server shutdowns. Enter the name of one of the fields used to index the EDU in the DUStore server. Avaya recommends you do this for email. Default is site. Persistence Service Name Database Search on Create Lookup Field 1 (indexed) Lookup Field 2 (indexed) Info Field 1 Info Field 2 Info Field 3 For example. the EDUs are saved at a regularly specified interval. Enter the name of one of the fields used to index the EDU in the DUStore server. Default is media. For example. For example. For example. Default is checked. Default is DUStore. Check to enable a DUStore search on the FindOrCreate over the WAN. but not for voice and chat. queueid. 238 IC Administration Volume 1: Servers & Domains May 2009 .Persistence tab Field Enable Persistence Recommended entry Select to enable the EDU server to offload storage of old EDUs to a database. Used with the Find method. Used with the Find method. Used with the Find method. media. site. Advanced Properties Checkpoint frequency (secs) Enter the minimum interval period in seconds between requests to checkpoint a specified EDU into the DUStore server. Notes EDUs are pushed into the database from the EDU server’s memory by the DUStore server. If check pointing is enabled. A value of –1 means do not checkpoint. Used with the Find method. Enter the name of one of the fields used to identify the EDU in the DUStore server. Enter the name assigned to the Persistence server used by the EDU server. Enter the name of one of the fields used to identify the EDU in the DUStore server. Default is 50 Minimum is 1 Notes Additional info field with no default value.Field Info Field 4 Recommended entry Enter the name of one of the fields used to identify the EDU in the DUStore server. Default is blank. Enter the name of one of the fields used to identify the EDU in the DUStore server. Default is blank. Debug tab The Debug tab does not include any EDU server-specific parameters. Info Field 7 Additional info field with no default value. Default is blank. Info Field 8 Additional info field with no default value. Default is blank. Enter the name of one of the fields used to identify the EDU in the DUStore server. IC Administration Volume 1: Servers & Domains May 2009 239 . Info Field 5 Additional info field with no default value. DUStore EDU Batch Size The default value of 50 is recommended for most deployments. Enter the name of one of the fields used to identify the EDU in the DUStore server. Enter the name of one of the fields used to identify the EDU in the DUStore server. Setting this parameter too high results in network congestion problems. Controls the number of terminated EDUs that are removed by the server at one time. Default is blank. Info Field 6 Additional info field with no default value. see Operational Analyst Installation and Configuration. select OA from the drop-down list if the server is in the OA domain. and outbound job statistics. Select the IP address of a system from the drop-down list. IC Manager fills in the fields for Directory. Host 240 IC Administration Volume 1: Servers & Domains May 2009 . or enter the IP address if it is not in the list. including agent data. If you have more than one real-time subsystem. service class data. you need more than one Event Collector server. Port. Each Event Collector server has a one-to-one relationship with the associated Avaya OA real-time subsystem to which it sends data. and Executable.Event Collector server The Event Collector server collects many types of data from ADU servers. queue data. For example. For details about this server. General tab Field Name Domain Recommended entry EventCollector_<domain> Select the Avaya IC domain for the server from the drop-down list. Notes Include the domain in the server name to identify the server. When you select the host. If you assign the same value. Real-time System IDs are numeric values that a system administrator assigns and associates with a Real-time subsystem. IC Administration Volume 1: Servers & Domains May 2009 241 . For details. Domains to Monitor Click the Ellipsis (…) button and in the Domains to Monitor dialog box: ● Click the >= button. ● Repeat to select all the required domains. if the agents at site taos are configured to be in domains taos_user1 and taos_user2. and the ADU servers monitoring those agents are in domains taos_voice1 and taos_voice2.EventCollector tab This server does not have any advanced properties. Field Site Recommended entry Select the site where this server is located from the drop-down list. Real-Time System ID Enter the Real-time System ID associated with the real time system that receives data from this Event Collector server. see Operational Analyst Installation and Configuration. ● From the drop-down list. ● Click OK. do not use the same value for the Real-time System ID. The list of monitored domains for an Event Collector server must include all the domains at the site that contain agents and all the domains containing ADU servers that monitor agents at the site. taos_voice1. then the Event Collector for site taos must be configured to monitor domains taos_user1. The order that the domains are listed does not matter. Notes The Event Collector server must be in the same site as the Telephony Queue Statistics server (or servers) from which the Event Collector server collects Telephony Server Queue statistics. Do not add the same domain twice. the connection to the servers cannot stay active. select a domain. Caution: If the Avaya IC system includes more than one Event Collector server. For example. and taos_voice2. taos_user2. This will cause errors in the Avaya OA historical data. the connection to the servers cannot stay active. do not use the same value for the Data Manager Host. Monitor WAA Do not check this box unless the Avaya IC system includes Business Advocate for chat contacts or email contacts. 242 IC Administration Volume 1: Servers & Domains May 2009 . An Event Collector server can use one of the following algorithms: ● AGENT_LOAD_BASED (for agent load) ● CHANNEL_LOAD_BASED (for media channel load). Only one Event Collector server in Avaya IC system can monitor the WAA. Notes This is the name or IP address of the machine that hosts the Avaya OA Real-time system that receives data from this Event Collector server. Avaya recommends that you locate this Event Collector server at the same site as the WAA server. Specifies whether this Event Collector server listens to service class details for chat contacts or email contacts. Debug tab The Debug tab does not include any Event Collector server-specific parameters. Agent Availability Algorithm Select the Agent Availability Algorithm to be used for this Event Collector server. If you assign the same value.Field Data Manager Host Recommended entry Enter the Data Manager Host for this Event Collector server. For Business Advocate only. Caution: If the Avaya IC system includes more than one Event Collector server. Event Collector Bridge server The Event Collector Bridge server functions as a gateway between the Event Collector server and Business Advocate. This server queries Business Advocate data and collects Business Advocate administration events that are published to Microsoft Message Queuing (MSMQ) by Business Advocate. The server sends this data to the Event Collector server, which forwards the data to the Avaya OA Real-time subsystem to support real-time and historical reporting requirements. For details about this server, see Operational Analyst Installation and Configuration. General tab Field Name Domain Recommended entry ECB_<domain> Select the Avaya IC domain for the server from the drop-down list. Select the machine’s IP address from the drop-down list, or enter the IP address if it is not in the list. Notes Include the domain in the server name to identify the server. For example, select OA from the drop-down list if the server is in the OA domain. When you select the host, IC Manager fills in the fields for Directory, Port, and Executable. Host Event Collector Bridge tab This server does not have any advanced properties. Field Advocate Host Recommended entry Enter the name of the primary Business Advocate host system. Notes This is the host name as known to the MSMQ subsystem for the first installed Logical Resource Manager. Important: Do not use an IP address for the Business Advocate host name. Debug tab The Debug tab does not include any Event Collector Bridge server-specific parameters. IC Administration Volume 1: Servers & Domains May 2009 243 HTTP Connector server The HTTP Connector allows Avaya IC server requests to be made as HTTP requests and serves Prompter pages. This server also handles customer account management and authentication for Web Self-Service. This server is a generic HTTP interface server. General tab Field Name Domain Recommended entry HTTPConnector_<domain> Select the Avaya IC domain for the server from the drop-down list. Select the machine’s IP address from the drop-down list, or enter the IP address if it is not in the list. Notes Include the domain in the server name to identify the server. For example, select Default from the drop-down list if the server is in the Default domain. When you select the host, IC Manager fills in the fields for Directory, Port, and Executable. Host HTTPConnector tab This server does not have any advanced properties. Field IC Data Source Recommended entry Select the application name associated with the server. This name should match the IC Data Source setting for the corresponding Workflow server. Select the name or type of the Workflow server that this connector should use to execute Workflows and Prompter flows. Accept the default or enter a new directory path. The directory where the server looks for java script and error pages to serve to prompter and agent applications. Always consider as the relative path from the AVAYA_IC72_HOME. Notes If you used the default name, select interaction_center. Workflow Server Doc Directory 244 IC Administration Volume 1: Servers & Domains May 2009 Field Start Page Recommended entry Accept the default or enter a new file name. Enter 9170 for default port. Notes The name of the file that the Prompter serves when a client asks for a director. The server uses this port for HTTP requests. If you must change this port, see IC Installation and Configuration for a list of the default port numbers used by the other Avaya IC servers. Port conflicts can cause serious problems within the Avaya IC system. Note: If you are running multiple HTTPConnector servers on the same machine, ensure that they use different ports. HTTP Port Request Timeout (sec) Enter the number of seconds that the HTTP Connector should wait for a response from one of its clients. The upper limit of the response time (in seconds) of the Workflow server. The HTTP Connector assumes the current HTTP request from the client has timed out if it did not receive a response from the Workflow server within this time interval. The default is 60 seconds. Session Timeout (sec) Enter the time in seconds that the agent has to complete a page and submit the information back to the server. The maximum idle time for a session. Agent needs to complete and submit the information of the current page within the specified interval value. The HTTP Connector assumes the session as timed out if it did not receive any response from the agent within this time interval. The default is 600 seconds. Debug tab The Debug tab does not include any HTTP Connector server-specific parameters. IC Administration Volume 1: Servers & Domains May 2009 245 HttpVOX server The HttpVOX Server acts as an entity that connects Avaya IC with VP/IR using HTTP. The HttpVOX Server plays an intermediary role or processing the requests coming from VP/IR, sending and receiving messages from both IC and VP/IR. General tab Field Name Domain Recommended entry HttpVOX_<domain> Select the Avaya IC domain for the server from the drop-down list. Select the IP address of the system from the drop-down list, or enter the IP address if it is not in the list. Notes Include the domain in the server name to identify the server. For example, select Default from the drop-down list if the server is in the Default domain. When you select the host, IC Manager fills in the fields for Directory, Port, and Executable. Host 246 IC Administration Volume 1: Servers & Domains May 2009 HttpVOX tab This server does not have any advanced properties. Field VRU Port Extensions/VNDs Recommended entry Notes Click the Ellipses (...) button next to this field to add a new VRU extension. You can add a range of extension numbers or a single extension number. Note: HttpVOX supports up to 12 digits as the maximum VRU extension length. Create EDUs Select the check box if your call is first connecting to VP/IR. Selecting this check box enables the HttpVOX Server to create the EDUID and returns it to the VP. If this check box is not selected and the call first connects to VP/IR, HttpVOX Server cannot create the EDUID. Note: You should not select this check box, if your call is not connecting to VP/IR first. Network IVR Select the check box if your call is first connecting to VP/IR. Selecting this check box displays the pseudo-ANIs and pseudo-ANI Timeout (sec) fields. Note: You should not select this check box, if your call is not connecting to VP/IR first. IC Administration Volume 1: Servers & Domains May 2009 247 Field pseudo-ANIs Recommended entry Notes Pseudo-ANIs values can be a single number or can be a range of numbers separated by hyphen. For example: 100-102. Before transferring the call to Avaya IC, DD takes the value specified in this field and sends the pseudo-ANIs value to Telephony Server. If pseudo-ANIs value is present, Telephony Server does not create the EDUID. Telephony Server sends a request to the HttpVOX server for the EDUID related to that Pseudo-ANI. For more information about Pseudo-ANIs, see Transferring a call from a network VRU on page 109 Pseudo-ANI timeout is the time for which the HttpVOX waits for the DD to take the Pseudo-ANI Value. pseudo-ANI Timeout (sec) Debug tab The Debug tab does not include any HttpVOX server-specific parameters. Email server The Email server interacts with Poller and SMTP servers for polling and forwarding of emails into the Avaya IC system from customer to agent. Through workflows, the IC Email server also handles the filtering of spam, the delivery of automatic replies, and the management of traffic flow to external agents and approval agents. 248 IC Administration Volume 1: Servers & Domains May 2009 General tab Field Name Domain Recommended entry Email_<domain> Select the Avaya IC domain for the server from the drop-down list. Select the IP address of the system from the drop-down list, or enter the IP address if it is not in the list. Notes Include the domain in the server name to identify the server. For example, select Email from the drop-down list if the server is in the Email domain. When you select the host, IC Manager fills in the fields for Directory, Port, and Executable. Host ICEmail tab You can set the following parameters on the ICEMail tab (to view the advanced properties listed below, right-click and select Show Advanced Properties from the pop-up menu): Field IC Data Source Run Analyze Flow Recommended entry Select the Interaction Center Data Source. Select this field. Notes If you used the default name, select interaction_center. Check this field if you want: ● The Email server to invoke an email analysis workflow to assist in the routing of incoming email contacts. ● To use Analyze with Keywords or Content Analyzer to process incoming email. You must also complete all steps to configure Email workflows to use email analysis. For details, see the Avaya IC Media Workflow Reference. IC Administration Volume 1: Servers & Domains May 2009 249 Field Run Outbound Email Flow Recommended entry For the initial installation of Avaya IC, clear this field. Notes Select this field if you want to: ● Have Avaya IC analyze outbound email. ● Have a supervisor approve outbound email. ● Use Analyze with Keywords or Content Analyzer to process outbound email. You must also complete all steps to configure Email workflows to use email analysis. All IC Agents communicates with the IC Email server on this port. If more than one IC Email server is configured on the same host computer, ensure that the port number is different for each IC Email server. Specifies the port on which the built-in HTTP server will listen. This is the port that is used if the specific server ports are not set. If this value is 0, the port defaults to the value set in the advanced property: HTTP Port for Admin Interface. If you must change this port, see IC Installation Planning and Prerequisites for a list of the default port numbers used by the other Avaya IC servers. Port conflicts can cause serious problems within the Avaya IC system. If more than one IC Email server is configured on the same host computer, ensure that the port number is different for each IC Email server. AgentPort Accept the default or change if required. Template Admin Port Accept the default or change if required. Advanced Properties Database Query Retries Accept the default or change, if required. Determines the maximum number of times that the IC Email server will retry database queries if they fail. If this number of retries is exceeded, the IC Email server will shut itself down. 250 IC Administration Volume 1: Servers & Domains May 2009 The length of time that the server should wait if a VESP request fails before trying again. right-click and select Show Advanced Properties from the pop-up menu. The number of threads that can process email objects concurrently on the IC Email server state machine.000 bytes. Select a trace level from 0 to 10. The default log file size is 2.000.000 bytes. Click the Ellipses (. The length of time that the server should wait before sending another Outbound Email event. To view the advanced properties listed below. where 0 is the lowest level of trace and 10 is the highest. Determines the number of log files to retain.Field Analyze Flow Timeout (sec) Outbound Email Flow Timeout (sec) Process Request Threads Process Events Threads IC Server Retry Interval (sec) Email Threads Recommended entry 300 Notes The length of time that the server should wait before sending another Analyze event. The number of threads per load that should be run to process VESP requests. 300 5 1 10 10 Debug tab You can access the following Email server-specific debug parameters on the Debug tab. Field Log File Size Notes Enter the maximum size of the log file. see Debug tab on page 62 Logs Email server events. Log File Count Log Day Count Trace Levels System Log Trace Levels IC Administration Volume 1: Servers & Domains May 2009 251 ..) button next to Trace Levels and select the required elements.560. For more information. Determines the number of days to retain old log files. The number of threads that should be run to process events sent to the server. The minimum is 1000 bytes and the maximum is 50.. select User1 from the drop-down list. use the User domain that contains the majority of agents at that site. Domain Host Enter the IP address of the machine that hosts Avaya Agent Web Client. General tab The following table describes the fields on the General tab: Field Name Recommended entry Enter a name for the Java Application Bridge. you do not need a Java Application Bridge in each User domain. Ensure that the domain with the Java Application Bridge fails over to the following domains: ● Itself ● The Default domain ● All domains with an ADU server For details.Java Application Bridge server This server allows the Avaya Agent Web Client application to communicate with IC servers. JavaAppBridge_<Avaya Agent Web Client_machine> Select an Avaya IC User domain for the Java Application Bridge from the drop-down list. If the Avaya IC system includes Avaya Agent Web Client at different sites. For example. For example. If the Avaya IC system includes agents in multiple domains. 252 IC Administration Volume 1: Servers & Domains May 2009 . Assign the Java Application Bridge to the same User domain as the majority of the agents who use Avaya Agent Web Client. see IC Installation Planning and Prerequisites. Notes Include the name of the system that hosts the Application server to identify the location of the JavaAppBridge. Directory Enter the path to the etc directory for Avaya Agent Web Client. Notes You can use any available port in the 9000 range for the Java Application Bridge. Tip: This entry exists because this is a required field in IC Manager. For example. the path would be: C:\Program Files\Avaya\ IC72\etc Leave the default entry. Avaya recommends that you use port 9002. Executable Enter jabsrv IC Administration Volume 1: Servers & Domains May 2009 253 . If you do not host other Avaya IC servers on the same system as Web Connector. No separate executable exists.Field Port Recommended entry Enter a port assignment for the Java Application Bridge. if you used the default. For example enter: IC_INSTALL_DIR\IC72\etc where IC_INSTALL_DIR is the path to this directory on the Web Connector system. To refresh the Agent List. agents must log out and log in again. Refresh Global Resources Select this field after a supervisor creates or updates Global Resources. Use the password of the agent account that you created when you configured an agent account for the Java Application Bridge. enter dcobridge1. The Java Application Bridge caches the global resources available for the associated application server. Note: The list of agents displayed in Agent List does not include agents logged in to Avaya Agent or to Avaya Agent Web Client application servers that use a different Java Application Bridge. agents will not have access to the new or updated resources. Note: If you do not refresh global resources. Agent List No entry required. Displays a list of the agents who are currently logged in to the Avaya Agent Web Client application server for this Java Application Bridge. To see the updated global resources. For example. enter dcobridge1.JavaAppBridge tab The following table describes the fields on the JavaAppBridge tab: Field IC User Recommended entry Enter the name of the agent account for this Java Application Bridge server. 254 IC Administration Volume 1: Servers & Domains May 2009 . For example. After a supervisor changes the available global resources. IC Password Enter the password of the agent account. this field refreshes the cache and makes the changes to global resources available to the agents. close and re-open the Server Editor for the Java Application Bridge. You can also use the Agent List field to force the log out of an agent. Notes Use the agent account that you created when you configured an agent account for the Java Application Bridge. this Java Application Bridge will support. Notes The Java Application Bridge caches email templates available for the associated application server.. Event Dispatcher Pool Size Valid values are 1 to 1000. In the message that advises the refresh has been successfully scheduled. Refresh Address Book After the supervisor creates. Advanced Properties Supported Domains Enter the domains. agents must log out and log in again. Default is 10. To see the updated email templates. IC Manager displays an alarm in Alarm Monitor to advise whether the refresh was successful. After a supervisor changes one or more addressable agents or queues. For agents to see the changes in the Address Book. click Yes. agents will see updates to agents or queues in their Address Books. of the event dispatcher queue.Field Refresh Email Templates Recommended entry Select this field after a supervisor creates or updates email templates. updates. 3. IC Administration Volume 1: Servers & Domains May 2009 255 . Enter the pool size. this field refreshes the cache for the Address Book. Click the Ellipses (.. An empty value means that all domains are supported. they must do one of the following: ● Refresh their Address Book views.) button next to Refresh Address Book. Note: If you do not refresh email templates. or deletes an addressable agent or queue in IC Manager: 1. 2. After a supervisor changes the available email templates. ● Log out and log in again. Users not included in this semicolon separated list will be rejected. In the warning message that agents may experience slowdowns when you refresh the Address Book. Note: If you do not refresh the Address Book. separated by a semicolon. The Java Application Bridge caches agent and queue information for the Address Book. this field refreshes the email templates cache. agents will not have access to the new or updated templates. in threads. click OK. 256 IC Administration Volume 1: Servers & Domains May 2009 . Enter the maximum number of threads to allocate for assigning and deassigning.Field Assign Thread Pool Minimum Recommended entry Enter the minimum number of threads to allocate for assigning and deassigning. Default is 25. Assign Thread Pool Maximum Valid values are 10 to 2000. Default is 75. Notes Valid values are 10 to 2000. Debug tab The Debug tab does not include any Java Application Bridge server-specific parameters. Host License Server tab You can set the following parameters on the License tab (to view the advanced properties listed below. Port. For example. Notes IC Administration Volume 1: Servers & Domains May 2009 257 . General tab Field Name Domain Recommended entry License_<domain> Select the Avaya IC domain for the server from the drop-down list. and Executable. right-click and select Show Advanced Properties from the pop-up menu): Field Warn about upcoming license expiry Alarm on no licenses Recommended entry Select this field. or enter the IP address if it is not in the list. select Default from the drop-down list if the server is in the Default domain. IC Manager fills in the fields for Directory. Notes Include the domain in the server name to identify the server.License server The License server ensures that Avaya IC can run the features and agents that have been purchased. This server also communicates with each of the Web License Managers in an Avaya IC system. When you select the host. Select the machine’s IP address from the drop-down list. Select this field. Default is 96 hours. Time in advance of expiry (hours) If you selected Warn about Upcoming License Expiry.xyzcorp. 258 IC Administration Volume 1: Servers & Domains May 2009 .com:8443/ WebLM/LicenseServer Important: Avaya recommends that you do not use the IP address of the machine in the URL. enter the amount of time before the license expires that you want to be warned.Field WebLM Server URL Recommended entry Enter the URL of the server page for a WebLM License Manager. Note: The URL for the WebLM is case-sensitive. Notes The default URL is https:// <machine_name>. <domain>:<webLM_port>/WebLM/ LicenseServer For example: https:// testbox. Debug tab The Debug tab does not include any License server-specific parameters. In this mode Avaya IC is restricted for performing operations. Avaya IC becomes virtually nonfunctional. the new Days Left of Grace field appears in the server status list. Once the grace period becomes 0. In the Grace mode. you can view the license server status information by clicking the button next to Server Status. Avaya IC shifts to the Normal Mode. the License Server enters in the Restricted mode and the Days Left of Grace field is removed from the list.Advanced tab On this tab. the Server Status list does not display the Days Left of Grace field. When the License Server enters the Restricted mode. In this mode. The feature servers and agents are unable to get licenses. License Server displays this mode when the WebLM is not running. The grace period starts from the 30 day and counts down to 1 day. License Server able to retrieve the licenses for both feature servers and the agents. The License Server remains in this mode for 30 days. If all the errors are rectified within the grace period of 30 days. or any other failure where the License server is not able to communicate with the WebLM. Following table explains about the important fields that displays the status of the licensing or working of Avaya IC: Field Mode of Operation Mode Normal Mode Notes License Server displays this mode when the WebLM is running with the correct license file and License server is is able to communicate with the WebLM. Avaya IC operates as in the Normal mode. When License Server enters in this Mode. Grace Mode Restricted Mode Days Left of Grace IC Administration Volume 1: Servers & Domains May 2009 259 . This field displays the number of days left as the grace period for updating the license files. there is a network outage. For example. Avaya application clients poll the qw_alert table to pick up events stored there for them. If the notification type is "Alert". it starts the notification process. pager. select Email from the drop-down list if the server is in the Email domain. When you select the host. and report scheduling services to Avaya applications. IC Manager fills in the fields for Directory.) Note: The Notification server does not encode email headers in a multi-lingual environment. It also provides access to other server-side communication services like fax. or enter the IP address if it is not in the list. and Executable. This reduces costs and administration expenses. notifications. see Polling on page 263. Select the machine’s IP address from the drop-down list. if so. it verifies that the entry is valid and. Host 260 IC Administration Volume 1: Servers & Domains May 2009 .Notification server The Notification server provides scheduling and escalation rules. email and printing. the it places the event in the qw_alert database table. When Notification server finds an event marked for escalation. Note: General tab Field Name Domain Recommended entry Notification_<domain> Select the Avaya IC domain for the server from the drop-down list. The Notification server polls the qw_events database table for events placed there by Avaya application clients. Port. It can be used to fax documents through a server-based fax installation. Notes Include the domain in the server name to identify the server. (For details about polling. eliminating the need for fax capability on each individual agent’s machine. Notification tab You can set the following parameters on the Notification tab to view the advanced properties listed below. enter MailSrvExchange. For example. You can also configure multiple Notification server agents. Notes If the Avaya IC system does not include any applications. Enter the name of your Email server. Agent #0 is the default. SMTP Server Name SMTP Domain Default Sender Email Address Poll Interval (sec) Poll Future (sec) Search Limit 60 86. Number of seconds between polls. The default equals 24 hours. Notification Agent Fire Direct Notification Check this field. The name of the work schedule the server should use to determine business time. you cannot specify an Agent #0. where Agent #1 is for all escalations and Agent #2 is for email and printer. Number of seconds for a long poll. Note: Do not use an agent address as the Default Sender Email Address. Note: If you configure multiple Notification server agents. Enter the domain where your IC Email server is located Enter a valid email address that acts as the sender of the notification emails. enter xyzcorp. and catches all messages. if desired. The number representing the agent for which this service instance responds. Number of database records for Notification Server to process at the same time. or enter another agent number.400 250 Work Schedule Name Enter the name of the work schedule.com. This is the server that Avaya IC uses for outbound email. Accept the default. IC Administration Volume 1: Servers & Domains May 2009 261 .com For example. For example. Select this option if the server should fire notifications. enter notify@xyzcorp. if desired. because Agent #0 responds to all messages. select interaction_center. right-click and select Show Advanced Properties from the pop-up menu: Field IC Data Source Recommended entry Select the data source for the application in the Avaya IC system. if desired. /bin/qwscript..sh Max Script Invocations (Unix Only) Fax Address Format Default: 20 Default: [FAX <fullname> / <faxnumber>] FAX Mapi Profile (Windows only) 262 IC Administration Volume 1: Servers & Domains May 2009 .Field Fire Escalations Fire Scheduled Reports Language Recommended entry Check this field. enter the maximum number of times the Notification script should be invoked. Simplified) ● ko (Korean) ● ja (Japanese) ● th (Thai) ● zt (Traditional Chinese) ● ru (Russian) Advanced Properties Notification Script (Unix Only) For Unix systems. For details. enter the name of the script that the server should run when it sends a Notification. enter the MAPI profile name that the Notification server should log into. Select the language in which data for this server will be written. Notes Select this option if the server should send scheduled escalations. see your fax application’s software documentation. Check this field. if desired. For Unix systems. Default: . The allowable codes are: ● en (English) ● fr (French) ● de (German) ● es (Spanish) ● it (Italian) ● pt (Portuguese) ● zh (Chinese. For Windows systems. Fax format to use when sending a fax. Select this option if the server should run scheduled reports. if desired. Those items in the table not scheduled to trigger in the next 24 hours have their state changed to future. the font name that will be used for printed messages. enter the size of the font to use for the printed message’s body text. Polling The Notification server handles events using both short and long polling. you could enter Courier. Short polling At regular intervals defined in the database table setup the qw_events table is polled to locate events with state = new.Field Print Font (Windows only) Recommended entry For Windows systems. Enter the number of seconds the Notification server should wait before trying to reconnect to the database if the connection is lost. For Windows systems. invalidated qw_events records and their corresponding internally scheduled events are deleted. IC Administration Volume 1: Servers & Domains May 2009 263 . Those scheduled to initiate or trigger within the next 24 hours are scheduled internally and their state is changed to scheduled. For Windows systems. This string must match the font name as it is listed in the Windows font list. For example. Arial. enter the size of the font to use for the printed message’s subject line. New records which are due to trigger after the next long poll have their state set to future. Notes Default: Courier Print Font SSize (Windows only) Default: 24 Print Font BSize (Windows only) Default: 12 Interval to wait for DB reconnection Default: 300 Debug tab The Debug tab does not include any Notification server-specific parameters. or Times New Roman. For each new qw_events record. Long polling At regular intervals defined in the database table setup the qw_events table is polled to locate events with state = future. 264 IC Administration Volume 1: Servers & Domains May 2009 . Those items scheduled within the next 24 hours are scheduled internally and their state changed to scheduled. select Default from the drop-down list if the server is in the Default domain. Port. stops. When you select the host.ORB server The ORB server controls and maintains the IC servers on the system. For example. For details. General tab Field Name Recommended entry Enter a name for the ORB server. or enter the IP address if it is not in the list. ORB servers on different machines communicate with each other to find the correct resource for a client request. ORBServer. Select the Avaya IC domain for the server from the drop-down list. If the requested server is not on the ORB server’s machine. Select the machine’s IP address from the drop-down list. Notes For all secondary ORB servers. include the domain in the server name to identify the server. Every machine on Avaya IC that runs servers must have an ORB server running on it. the request is routed to the correct ORB server on the other machine to handle the request. If a server is not yet started. The ORB server starts. and monitors the status of any server on its machine. Domain Host IC Administration Volume 1: Servers & Domains May 2009 265 . IC Manager fills in the fields for Directory. For example. the ORB server starts it. and Executable. refer to Core Services Programmer Guide. Default is 15 seconds. Enter the number of seconds the ORB server should wait for a server to shut down before moving on to shut down other servers.ORB tab Field Server Start Timer (sec) Recommended entry Enter the number of seconds the ORB server should wait between attempts to start a server. 266 IC Administration Volume 1: Servers & Domains May 2009 . Default is 180 seconds. Notes Use the minimum numbers of seconds that you want the server to wait. Debug tab The Debug tab does not include any ORB server-specific parameters. Server Shutdown Timer (sec) Use the minimum numbers of seconds that you want the server to wait. Domain Enter the domain of the system that hosts the Paging server. For example. and Executable. IC Administration Volume 1: Servers & Domains May 2009 267 . Important: The Avaya IC agent desktop application uses this host name to connect to the Paging server. Notes Include the domain in the server name to identify the server. Select the machine’s IP address from the drop-down list.Paging server The Paging server serves as a communications bridge between Avaya Agent and the WebACD server. IC Manager fills in the fields for Directory. Notes For example. For example. Port. This server brokers messages to ensure they are sent to the correct agents and to the WebACD server. Host Paging tab Field Host Name Recommended entry Enter the name of the system that hosts the Paging server. enter TESTBOX. General tab Field Name Domain Recommended entry Paging_<domain> Select the Avaya IC domain for the server from the drop-down list. make sure that the domain for those agents fails over to the domain that includes the Paging server. or enter the IP address if it is not in the list. Make sure that the agent machine can use the host name to communicate with the machine that hosts the Paging server. select Web from the drop-down list if the server is in the Web domain. ! Important: Important: When you create Avaya IC accounts for agents who handle chat contacts. When you select the host.com. enter xyzcorp. com.Field Service Port Recommended entry 4200 Notes If you must change the default.xyzcorp. 268 IC Administration Volume 1: Servers & Domains May 2009 . see IC Installation and Configuration for a list of the default port numbers used by the other Avaya IC servers. If you must change this port. For example. ComHub Host Name Enter the fully-qualified domain name of the machine that hosts the ComHub server. The service port for the ComHub server. enter TESTBOX. Note: If you change the default. Debug tab The Debug tab does not include any Paging server-specific parameters. Advanced Properties Comhub Port Accept the default of 4001 or enter a new port number. Port conflicts can cause serious problems within the Avaya IC system. Port conflicts can cause serious problems within the Avaya IC system. see IC Installation and Configuration. you must also change this port for the WebACD server and the ComHub server. Determines the maximum number of email contacts retrieved from a POP3 or IMAP4 server over a single connection. You can override this property per mail account. Specifies the default number of seconds that the server waits between checking for new contacts on a POP3 or IMAP4 server. polls e-mails from the exchange server that you have configured. When you select the host. General tab Field Name Domain Recommended entry Poller_<domain> Avaya IC Notes Include the domain in the server name to identify the server. Port. For example. and Executable. and store them in a database.Poller server The Poller server interacts with POP3. 240 Advanced Properties IC Administration Volume 1: Servers & Domains May 2009 269 . select Poller from the drop-down list if the server is in the Poller domain. Host IP address of the Poller server Poller tab Field IC Data Source Maximum messages Retrieved per POP3 Cycle POP3 Cycle Wait Time (sec) Recommended entry Interaction Center data source 240 Notes The default data source name is: interaction_center. and IMAP4 servers. IC Manager fills in the fields for Directory. This duration is the interval between the closing of a session and opening a new session with POP3 or IMAP4 email server for the same email account. The number of threads that should be run to process events sent to the server. Process Request Threads Process Event Threads Maximum Email Size to be Downloaded (in MB) Debug tab The Debug tab does not include any Poller server-specific parameters. the IC Email server will shut itself down. The maximum email size that can be downloaded. if required. Notes Determines the maximum number of times that the IC Email server will retry database queries if they fail. If this number of retries is exceeded. 270 IC Administration Volume 1: Servers & Domains May 2009 . The number of threads per load that should be run to process VESP requests.Field Database Query Retries Recommended entry Accept the default or change. Options are: ● repository ● interaction_center Notes If you used the default name. or enter the IP address if it is not in the list. Notes Include the domain in the server name to identify the server. This is the number of threads that are able to handle requests simultaneously. Select the machine’s IP address from the drop-down list. select repository. When you select the host. Host Report tab Field IC Data Source Recommended entry Select the IC Data Source for the IC Repository database. Default is 10.Report server The Report server is used by the ADU server and the EDU server to record data unit (DU) information needed for historical reporting. it is passed to the Report server. Port. and Executable. IC Manager fills in the fields for Directory. For example. Default is q_reportsrever. Request Handler Threads IC Administration Volume 1: Servers & Domains May 2009 271 . The Report server may run mapping to convert the data unit into the appropriate format for reporting before it writes the information to the IC Repository. General tab Field Name Domain Recommended entry Report_<domain> Select the Avaya IC domain for the server from the drop-down list. Enter the number of threads in the request handler pool. select Voice1 from the drop-down list if the server is in the Voice domain. When a data unit is terminated. Advanced Properties Focus Enter the name of the Avaya application focus dedicated to creating reports. If the Report server fails or the machine on which the Report server is inadvertently stopped. the persist (*. Enter the number of threads that will update the HUB EDU from the child EDU when the Child EDU is retired. A file named <eduid>. Enable Spooling 272 IC Administration Volume 1: Servers & Domains May 2009 . It is recommended this check box always be checked.per) files help the Report server build its internal queue for EDUs. Notes Child EDU to HUB Mapper Threads Saved File Reader Threads This parameter is applicable only in Persistent mode.per is created per EDU termination in the IC_INSTALL_DIR\IC72\persist directory.Field Database Writer Threads Recommended entry Enter the number of threads that will write EDUs to the database. This ensures none of the EDUs are lost. Persistent mode is enabled by checking the Enable Spooling field on this window. Select this to place the Report server in Persistent mode. When the Report server writes the data from this EDU to the database. it deletes this file. Default is 1. Default is 1. Default is 1. Enter the number of threads that put EDUs back in queue from the file system when the database connection come up after being down. Default is checked. Configuration tab The following configuration parameters are not presented on the Report tab in IC Manager. where 0 is the lowest level of trace and 10 is the highest level. then the Report server saves an incoming Report.EventsIn request to a temporary file called temp\<EDUID>. Trace messages are only written to the log if this parameter is set to 11. IC Administration Volume 1: Servers & Domains May 2009 273 .tmp. Notes Value: integer Default: 0 archivetype Value: integer Default: 0 Debug tab You can access the following Report server-specific debug parameters on the Debug tab: Field Server Trace Level Notes Select a trace level from 0 to 11. Field retrycount Description The number of additional attempts to process incoming requests in the event of a database error or a lost connection to an EDU server. Set these parameters on the Configuration tab. If this parameter is set to 1. The Resource Manager server intelligently assigns contacts to available agents and maintains the universal queues for Business Advocate. If this server is one of a pair. General tab Field Name Domain Recommended entry ResourceManager_<domain> Select the Avaya IC domain for the server from the drop-down list. or enter the IP address if it is not in the list. Port. When you select the host. The Resource Manager server is a Windows only server. Notes Include the domain in the server name to identify the server.Resource Manager server The Resource Manager server is a Business Advocate server. You do not require this server for Avaya IC systems that do not include Business Advocate. Host Resource Manager tab This server does not have any advanced properties. Notes A Logical Resource Manager can include one Resource Manager server. use Business Advocate Component Manager to set the server role. 274 IC Administration Volume 1: Servers & Domains May 2009 . The Resource Manager server needs to be in a unique Avaya IC domain. and Executable. or a pair of Resource Manager servers where one is active and the other standby. IC Manager fills in the fields for Directory. Field LRM Recommended entry Select the name of the Logical Resource Manager for the Resource Manager from the LRM drop-down list. Select the IP address of the machine from the drop-down list. set this field to 1. ChannelWeightFactorEmail Debug tab The Debug tab does not include any Resource Manager server-specific parameters. The weight factor determines the percentage of contacts routed to the voice channel. set this field to 2. If agent max email = 1.Configuration tab The following configuration parameters are not presented on the Resource Manager tab in IC Manager. ChannelWeightFactorChat Assign a weight factor to the chat channel based on how the agents are configured to handle contacts. if agent max voice = 2. Notes Example. IC Administration Volume 1: Servers & Domains May 2009 275 . Agents can handle multiple emails at a time. Set these parameters on the Configuration tab. The weight factor determines the percentage of contacts routed to email channel. The weight factor determines the percentage of contacts routed to the chat channel. If agent max chat = 1. if two agents are configured to handle a total of two contacts. This enables agents to handle 1 voice and 1 at a time. Agents can handle multiple chats and a time. set this field to 1. Assign a weight factor to the email channel based on how the agents are configured to handle contacts. Field ChannelWeightFactorVoice Recommended entry Assign a weight factor to the voice channel based on how the agents are configured to handle contacts. 276 IC Administration Volume 1: Servers & Domains May 2009 . see Avaya IC for Siebel 7 Integration.SiebelAED server The Siebel AED server is only used when you integrate Siebel with Avaya IC. see Avaya IC for Siebel 7 Integration. see Avaya IC for Siebel 7 Integration. For details. For details. SiebelAICD server The Siebel AICD server is only used when you integrate Siebel with Avaya IC. SiebelASIS server The Siebel ASIS server is only used when you integrate Siebel with Avaya IC. For details. hang up a call) by invoking TS methods. For example. Using the TS. ● ● ● ● ● ● Avaya Communication Manager Aspect CallCenter Nortel Meridian-1 via Meridian Link Nortel Meridian-1 via Symposium Call Center Server Cisco CCM SIP For information about specific versions of these switches supported in the current release of Avaya IC. You can configure the Telephony server to operate with the supported versions of the following switches. Port. automatic call distribution (ACD) systems. or enter the IP address if it is not in the list. IC Manager fills in the fields for Directory. Domain Select the Avaya IC domain for the server from the drop-down list. other servers and clients in Avaya IC request telephony services (such as transfer or route a call. Select the machine’s IP address from the drop-down list.TS (Telephony) servers The Telephony server (TS) is the Avaya server software responsible for linking Avaya IC to CTI products. Host IC Administration Volume 1: Servers & Domains May 2009 277 . General tab The settings on this tab pertain to all of the supported switches. such as private branch exchange (PBX) systems. These servers and clients also assign to the Avaya TS to receive telephone-related events. select Voice from the drop-down list if the server is in the Voice domain. and Executable. see IC Installation Planning and Prerequisites. refer to the IC Telephony Connectors Programmer Guide. and interactive voice response (IVR) units. For details. When you select the host. Field Name Recommended entry TS_<domain>_<switch> Notes Include the name of the domain and the name of the switch in the server name to identify the server. ● ● ● ● ● ● TS tab for Avaya Communication Manager (CM) on page 279 TS tab for Aspect CallCenter on page 285 TS tab for Nortel Meridian Link on page 290 TS tab for Nortel Symposium on page 294 TS tab for Cisco CCM on page 299 TS tab for SIP on page 303 278 IC Administration Volume 1: Servers & Domains May 2009 .TS tab Use the following TS tab that corresponds to the switch for which you are configuring the Telephony server. Default is checked. The protocol to be used between the TS and the ACD. see IC/OA Software Upgrade and Data Migration. If checked. but IC Manager sets this value to 1. If your system includes TS with CM switch with Avaya software. ACD Link Enter the IP address (or a name if it can be resolved into an IP) of the MAPD card set. The TS uses this information to retrieve the queues for internal monitoring. not stations. Notes The name of the ACD that this TS is serving from a pick list of names assigned to the ACD during system configuration. There is no default value in the TS. Check to enable call control on every call. ACD Type ACD Model ACD Protocol Select Avaya Select Definity Select asai Site Select the site of your TS. enables the TS to monitor calls. Signal Number The signal extension number of the ASAI line associated with each TS. the TS creates call containers to store information about the different legs of calls. IC Administration Volume 1: Servers & Domains May 2009 279 . the TS will not be able to establish the link between users. Select the site that this server is associated with. Advanced Properties Enable Call Containers Check to create call containers for the TS. The model of the ACD that corresponds to the selected ACD Type. Field ACD Name Recommended entry Select the name of the ACD assigned to the Avaya switch. if it is not specified. Specify a signal number when configuring multiple Avaya users on a single machine. Maximum length is 8. The type of ACD with which the TS will communicate. The signal number is mandatory. Call Control If checked. Maximum length is 32. The device through which the TS communicates with the ACD. on the system.TS tab for Avaya Communication Manager (CM) The settings on this tab pertain to the versions of Avaya Communication Manager (CM) supported in the current release of Avaya IC. ts. Enter the number of digits on the external extension numbers used by the contact center. Default is 2. Enter the period of time. Check to give containers for agent states entries in the 6. the TS issues a request for wrap up on behalf of the client. Wrap up Server Time to Live (min) If unchecked. that the TS waits for the wrap-up process to be completed by the client. which did not carry ANI information. Default is checked.loginid.Field Enable Agent Containers Use 5. the TS issues a request for wrap up on behalf of the server Call Plan This helps identify the call as internal to the switch. Default is checked. Default is 50. If unchecked. that the TS waits for the wrap-up process to be completed by the server. for incoming calls.6 style. For details. Example. Default is 6. Use 6. Default is checked. For details. in minutes. Default is unchecked. Enter the default ANI value. Check to have the TS wait for the wrap-up process to be completed before removing the call information from memory.0 style. Thread Pool Size Queues Owned The TSQS should not be associated with this queue in any way. the TS may remove the call information from memory before wrap-up is complete. in minutes. Enter the name of the queue or queues for which the TS is responsible for creating queue ADUs. Enter the number of threads to allocate for the server thread pool.0 State Fields Wrap up by Client Wrap up Client Time to Live (min) If unchecked. voice. Enter the period of time. Check to give containers for agent states entries in the 5. Notes If checked. Example.loginid. Default is 15. refer to IC Telephony Connectors Programmer Guide. refer to IC Telephony Connectors Programmer Guide.6 State Fields Recommended entry Check to turn on agent containers for the TS. Default ANI 280 IC Administration Volume 1: Servers & Domains May 2009 . the ADU containers for the TS are turned on. Default is 120. in milliseconds. Default is checked.Field Suppress Logout Event Recommended entry Check to ignore the logout event generated when the agent presses “Logout” on the hard phone. to keep route request information in memory. to keep the call information in memory. Default is unchecked. that a CtsCallRecord can remain in memory before the TS cleans it up. Wait Time Before Merge Call (ms) Route Timeout (sec) Wait Event During xfer Abort on Link Down Call Record Time to Live (hours) Enable Reason codes The application can use reason codes for agent logouts and agent changeState to Busy. In this case. Default is unchecked. Enter the length of time. IMPORTANT: When this parameter is set to true. the TS also suppresses logout events that are caused by an agent logging out of the hardphone. in hours. Default is 50. Clear the check box to merge the call after acknowledge (ACK) instead of waiting for an event during transfer/ conference. Call Timeout (sec) Enter the length of time. Select the check box to abort (stop) the TS if the link goes down. in seconds. the softphone and hardphone become out of sync. in seconds. IC Administration Volume 1: Servers & Domains May 2009 281 . Default is 24. Default is 7200. A TpDisconnected event is generated for this record. Check to configure the ACD for reason codes. Notes This setting allows for Multiple Queue Assignment support because the agent can logout from the hard phone without terminating the softphone session. Enter the length of time. to wait before sending a merge call. Enter the maximum period of time. ACD Mode This field must be set to EAS for the TS to support CVLAN Agent Events. If this field is set to ACD. Valid values are debug. Select the desired log level for TSV5. info. and error. Valid values are debug. Dial by Equipment If you are using Avaya Business Advocate. Default is EAS. Select the desired log level for Cpbx. Default is info. Check to determine if the ACD requires the destination to be reached by equipment. info. Default is info. Notes This is only used if reason codes are enabled.x and higher. Valid values are debug. Default is checked. the TS will not receive agent events. ACD Version RONA via Call Divert Request Enables RONA (Redirect on No Answer). and error. warning. info. Enter the version number of the switch software. For example: Enter 10 for Avaya DEFINITY version 10. RONA indicated via Call Divert Enables the switch to send a divert event when RONA is in progress. Ccti Trace Level Cpbx Trace Level TsV5 Trace Level 282 IC Administration Volume 1: Servers & Domains May 2009 .Field Default Aux Reason Codes Recommended entry Enter the code to use when the agent does not enter a code when changing their state to Busy. Default is checked. Default is 0. Select the desired log level for Ccti. Default is unchecked. Default is info. do not check this field. warning. warning. Select the ACD mode that is compatible with the settings of the switch. Enter 3 or later for Avaya Communication Manager supported version 3. This tells the TS that the switch is capable of handling a call deflection (divert) on an alerting device or if the call needs to be answered before it can be transferred or conferenced to another destination. and error. Cutthrough Waittime Enter the number of seconds the TS will wait for an event after it receives a C_CUT_THROUGH event. Values: 0 . the pause duration length 0. the tone duration length 0. If this value is set out of the 6 to 35 range. If this value is set out of the 4 to 10 range.30 (seconds). If you enter 10. IC Administration Volume 1: Servers & Domains May 2009 283 . If set to "false". This value specifies the length of the pause between tones in 01 second increments. Notes This value specifies the length of each DTMF tone in 01 second increments. Default is 35. Configuration tab The following configuration parameters are not presented on the TS tab in IC Manager. the default value of 35 is set automatically. Once this time expires. the TS assumes the call has been answered.35 is applied at the switch. If you enter 35. queue names will be set to lower case. the default value of 10 is set automatically.Field DTMF Tone Duration Recommended entry Enter the duration length of each DTMF tone between 6 and 35. Set these parameters on the Configuration tab: Field allow_names_mixed_ case Recommended entry Enter "true" to enable processing of queue names in the case that comes in. Notes Values: true or false.01 is applied at the switch. Default is 10. DTMF Pause Duration Enter the duration length of each DTMF pause between 4 and 10. If the ANI is ***** or #####. the TS assumes the call has been answered.Field blockedani Recommended entry Enter the ANI number you want to display if the ANI currently displays as ***** because the caller has caller ID blocked. Values: 0 .30 (seconds). translates to this value. translates to the default ANI specified in the Default ANI parameter. cutthrough_waittime 284 IC Administration Volume 1: Servers & Domains May 2009 . Enter the number of seconds the TS will wait for an event after it receives a C_CUT_THROUGH event. Notes If an ANI is not present. Once this time expires. The type of ACD with which the TS will communicate. Default is 7. Enter the link definition on the Aspect switch. Monitored Agent Group IC Administration Volume 1: Servers & Domains May 2009 285 . The TS uses this information to retrieve the queues for internal monitoring. Avaya IC automatically selects AspectCMI when ACD Type of Aspect is selected. Enter the number assigned to the agent group to monitor. For a list of default port numbers for components in the Avaya IC suite. see IC Installation and Configuration. Aspect9 applies to all the supported versions of the Aspect ACD. If this field is empty. Do not complete this field if the TS is monitoring all the agent groups on Avaya IC. the server uses the machine name of the ACD.TS tab for Aspect CallCenter The settings on this tab pertain to the versions of Aspect CallCenter supported in the current release of Avaya IC. The Data Interlink number from the Aspect ACD thE TS uses to communicate with the ACD. Notes The name of the ACD that this TS is serving from a pick list of names assigned to the ACD during system configuration. ACD Type ACD Model ACD Protocol Select Aspect Select Aspect9 Select AspectCMI Site Select the site of your TS. Default is -1. Enter the TCP/IP port where the TS needs to create a connection. The protocol to be used between the TS and the ACD. Enter the Data Interlink number. Aspect Contact Server Host Data Interlink Number Aspect Header Device Enter the IP address of the machine that hosts the Aspect Contact server.046. Field ACD Name Recommended entry Select the name of the ACD assigned to the Aspect switch. Select the site that this server is associated with. Check this box if you want the TS to monitor all agent groups. Enter the Call Control Table number used to perform blind transfers. This overrides the entry in the Monitored Agent Group field. Default is -1. Enter the Call Control Table number used to make calls within the Aspect switch. Enter the Call Control Table number used to make calls external to the Aspect switch. Default is -1. Default is unchecked. Default is -1. Enter the number assigned to the super agent group to monitor. Enter the Call Control Table number used to route calls external to the Aspect switch. Default is -1. Default is -1. Notes Do not complete this field if the TS is monitoring all the trunk groups on Avaya IC. Make Call CCT External Calls CCT Route CCT Transfer CCT Transfer Init CCT Predictive CCT 286 IC Administration Volume 1: Servers & Domains May 2009 . Enter the Call Control Table number used during call transfers. Default is -1. Default is unchecked. Enter the Call Control Table number used during predictive operations. Default is -1. Leave this field blank if you do not want the TS to monitor the super agent group.Field Monitored Trunk Group Monitor All Agent Groups Monitored Super Agent Group Monitor All Trunk Groups Blind Transfer CCT Recommended entry Enter the number assigned to the trunk group to monitor. Default is -1. This overrides the entry in the Monitored Trunk Group field. Enter the Call Control Table number used during transfer init operations. Select this field if you want the TS to monitor all trunk groups. Default is -1. the TS issues a request for wrap up on behalf of the client. Default is 6. Wrap up Client Time to Live (min) If unchecked. Enter the name of the queue or queues for which the TS is responsible for creating queue ADUs. If checked. refer to IC Telephony Connectors Programmer Guide. Default is 15. Wrap up Server Time to Live (min) If unchecked. Default is unchecked. voice. the ADU containers for the TS are turned on. Check to give containers for agent states entries in the 6. Check to have the TS wait for the wrap-up process to be completed before removing the call information from memory. The TSQS should not be associated with this queue in any way. the TS creates call containers to store information about the different legs of calls. Default is 50.0 style. Default is checked. If checked. Example. Check to turn on agent containers for the TS. Default is checked.Field Recommended entry Notes Advanced Properties Enable Call Containers Enable Agent Containers Use 5. Default is checked. the TS may remove the call information from memory before wrap-up is complete. in minutes. Default is checked. For details.loginid.0 State Fields Wrap up by Client Check to create call containers for the TS. that the TS waits for the wrap-up process to be completed by the server. Thread Pool Size Queues Owned IC Administration Volume 1: Servers & Domains May 2009 287 . Enter the number of threads to allocate for the server thread pool. For details.6 State Fields Use 6. in minutes. ts. Enter the period of time. If unchecked. Enter the number of digits on the external extension numbers used by the contact center. that the TS waits for the wrap-up process to be completed by the client. Check to give containers for agent states entries in the 5.loginid. Enter the period of time. refer to IC Telephony Connectors Programmer Guide. Default is 2. Example.6 style. the TS issues a request for wrap up on behalf of the server Call Plan This helps identify the call as internal to the switch. Monitor Route Point RONA via Call Divert Request This tells the TS that the switch is capable of handling a call deflection (divert) on an alerting device or if the call needs to be answered before it can be transferred or conferenced to another destination. On the Aspect TS. It is restarted automatically. Enter the maximum period of time. for incoming calls. Notes Abort on Link Down Allow Unregistered Subtype Application Data If enabled. Check to indicate this switch is capable of persistent application data. which did not carry ANI information. Check to provide backwards compatibility with the old data synchronization mechanism. in hours. Aspect Header Upper Call Record Time to Live A TpDisconnected event is generated for this record. Default is 24.Field Default ANI Recommended entry Enter the default ANI value. RONA indicated via Call Divert Check to enable the switch to send a divert event when RONA is in progress. Default is unchecked. Default is unchecked. Check to enable RONA (Redirect on No Answer). 288 IC Administration Volume 1: Servers & Domains May 2009 . Check to post the aspect_header to the switch in upper case format. Default is unchecked. the TS does not have to manually restarted. that a CtsCallRecord can remain in memory before the TS cleans it up. Check to enable the switch to monitor route points internally. Default is checked. the Route CCT is used to handle route events in place of divert. Default is unchecked. Default is checked. Check to abort (stop) the TS if the link goes down. warning. warning. info.Field Request Timeout (sec) Recommended entry Enter the period of time. warning. Valid values are debug. Default is info. Default is d. Default is 5. EDU updates are triggered by CCT SendData/SendConnect commands. in seconds. Indicates the call variable in which the DNIS should be stored. Advocate users should set this value as high as possible (999) to provide ample time to deliver the call from the queue to the agent. Check to allow EDU updates. TSV5 Trace Level Ccti Trace Level Select the desired log level for TSV5. Default is 15. and error. for the TS to wait for a response after posting a request to the switch. info. Default is info. Notes Route Point Time to Live (sec) After this specified period of time. a TpDisconnect event is posted to the call. Select the desired log level for Cpbx. Select the desired log level for Ccti. Default is checked. and error. Default is a. Valid values are debug. Cpbx Trace Level EDU Updates ANI Call Variable DNIS Call Variable IC Administration Volume 1: Servers & Domains May 2009 289 . Default is info. Indicates the call variable in which the ANI should be stored. Enter the number of seconds a call can remain on an unmonitored route point before the TS cleans it up. info. and error. Valid values are debug. ACD Type ACD Model ACD Protocol Select Nortel Select Meridian Select MLP. Field ACD Name Recommended entry Select the name of the ACD assigned to the switch. queue names will be set to lower case. Enter "true" to have the TS try to log the agent in continually until the login succeeds. Enter a single character value to indicate the Aspect data variable in which the dialed digits number string will be placed during Make Calls and Blind Transfers.Configuration tab The following configuration parameter is not presented on the TS tab in IC Manager. Set this parameters on the Configuration tab: Field allow_names_mixed_ case Recommended entry Enter "true" to enable processing of queue names in the case that comes in. If set to "false". The model of the ACD that corresponds to the selected ACD Type. Default is D. Use A to allow 20 characters for the DNIS value. Notes The name of the ACD that this TS is serving from a pick list of names assigned to the ACD during system configuration. digits_in_data_x Values: A to D force_logout_for_ login Values: true or false TS tab for Nortel Meridian Link The settings on this tab pertain to the versions of Nortel Meridian1 running Meridian Link supported in the current release of Avaya IC. 290 IC Administration Volume 1: Servers & Domains May 2009 . Notes Values: true or false. The type of ACD with which the TS will communicate. The protocol used by Meridian Link Module. Check to give containers for agent states entries in the 5. refer to IC Telephony Connectors Programmer Guide. Check to have the TS wait for the wrap-up process to be completed before removing the call information from memory. For details. For details. the TS issues a request for wrap up on behalf of the client.0 State Fields Wrap up by Client Wrap up Client Time to Live (min) If unchecked.0 style. refer to IC Telephony Connectors Programmer Guide. the TS creates call containers to store information about the different legs of calls. that the TS waits for the wrap-up process to be completed by the client. Default is checked. Enter the period of time. If checked. The logical identifier is established in the CT Connect server configuration program. Check to give containers for agent states entries in the 6. Use 6. Check to turn on agent containers for the TS.6 style. IC Administration Volume 1: Servers & Domains May 2009 291 . Default is checked. The TS uses this information to retrieve the queues for internal monitoring.loginid. Default is unchecked.6 State Fields Check to create call containers for the TS. Link The logical identifier for the MLP link. The Link establishes a path between a CT Connect client and a given PBX interface.loginid. Advanced Properties Enable Call Containers Enable Agent Containers Use 5. Default is 15. If unchecked. Example. the ADU containers for the TS are turned on. the TS may remove the call information from memory before wrap-up is complete. Example. Default is checked. ts. The Node needs to translate to an IP address via DNS or host table. voice. Default is checked. in minutes.Field Site Recommended entry Select the site of your TS. Notes Select the site that this server is associated with. which is defined in CT Connect. Node Enter the hostname or IP address of the server where CT Connect is running. If checked. Notes If unchecked. Enter the default ANI value. Default is checked. that a CtsCallRecord can remain in memory before the TS cleans it up. Check to log the user out before attempting to login. Default is 24. Check to indicate this switch is capable of persistent application data. Enter the name of the queue or queues for which the TS is responsible for creating queue ADUs. Check to abort (stop) the TS if the link goes down. Logout Before Login Dial by Equipment If you are using Avaya Business Advocate. in hours. in minutes. that the TS waits for the wrap-up process to be completed by the server. Default is 2. Default ANI Abort on Link Down Application Data Call Record Time to Live A TpDisconnected event is generated for this record. Thread Pool Size Queues Owned The TSQS should not be associated with this queue in any way. Enter the maximum period of time. 292 IC Administration Volume 1: Servers & Domains May 2009 . Default is 6. Enter the number of threads to allocate for the server thread pool. Default is 50. the TS issues a request for wrap up on behalf of the server Call Plan This helps identify the call as internal to the switch. Enter the number of digits on the external extension numbers used by the contact center. Check to determine if the ACD requires the destination to be reached by equipment. Default is checked. do not check this field.Field Wrap up Server Time to Live (min) Recommended entry Enter the period of time. for incoming calls. which did not carry ANI information. Default is checked. Default is checked. Default is unchecked. It also allows for Multiple Queue Assignment support because the agent can logout from the hard phone without terminating the softphone session. Check to indicate this switch is capable of monitoring route points internally. Enter the number of seconds a call can remain on an unmonitored route point before the TS cleans it up. This setting provided backward compatibility with the TS Meridian.Field Make Busy After Logout Recommended entry Check to set the phone set to the MakeBusy phone state after logout is concluded. the softphone and hardphone become out of sync. Default is unchecked. Default is unchecked. info. RONA indicated via Call Divert TSV5 Trace Level Check to enable the switch to send a divert event when RONA is in progress. Default is info. Notes Monitor Route Point Route Point Time to Live (sec) After this specified period of time. Advocate users should set this value as high as possible (999) to provide ample time to deliver the call from the queue to the agent. IMPORTANT: When this parameter is set to true. Suppress Logout Event Check to ignore the logout event generated when the agent presses “Logout” on the hard phone. IC Administration Volume 1: Servers & Domains May 2009 293 . RONA via Call Divert Request Check to enable RONA (Redirect on No Answer). In this case. Default is 5. Select the desired log level for TSV5. warning. version 5. a TpDisconnect event is posted to the call. This tells the TS that the switch is capable of handling a call deflection (divert) on an alerting device or if the call needs to be answered before it can be transferred or conferenced to another destination. Default is unchecked. Valid values are debug. and error. the TS also suppresses logout events that are caused by an agent logging out of the hardphone.1. The type of ACD with which the TS will communicate. queue names will be set to lower case. Notes Valid values are debug. Default is info. Valid values are debug. ACD Type ACD Model ACD Protocol Select Nortel Select Symposium Select MLS 294 IC Administration Volume 1: Servers & Domains May 2009 . and error. info. The model of the ACD that corresponds to the selected ACD Type. warning. Set this parameters on the Configuration tab: Field allow_names_mixed_ case Recommended entry Enter "true" to enable processing of queue names in the case that comes in. Cpbx Trace Level Configuration tab The following configuration parameter is not presented on the TS tab in IC Manager. warning. Default is info. TS tab for Nortel Symposium The settings on this tab pertain to the versions of Nortel Meridian1 running Symposium Call Center Server supported in the current release of Avaya IC. and error. The protocol used by Symposium Call Center Server. Select the desired log level for Cpbx. If set to "false". info. Field ACD Name Recommended entry Select the name of the ACD assigned to the switch. Notes Values: true or false. Notes The name of the ACD that this TS is serving from a pick list of names assigned to the ACD during system configuration.Field Ccti Trace Level Recommended entry Select the desired log level for Ccti. 0 State Fields Wrap up by Client Wrap up Client Time to Live (min) If unchecked.6 State Fields Check to create call containers for the TS. Node Enter the hostname or IP address of the server where CT Connect is running. The Link establishes a path between a CT Connect client and a given PBX interface. Default is 15. Advanced Properties Enable Call Containers Enable Agent Containers Use 5. Check to give containers for agent states entries in the 5.Field Site Recommended entry Select the site of your TS. Use 6. The Node needs to translate to an IP address via DNS or host table. refer to IC Telephony Connectors Programmer Guide. that the TS waits for the wrap-up process to be completed by the client. The logical identifier is established in the CT Connect server configuration program. Check to have the TS wait for the wrap-up process to be completed before removing the call information from memory. Default is unchecked. in minutes. the TS issues a request for wrap up on behalf of the client.loginid. Example. the ADU containers for the TS are turned on. If checked. Default is checked. The TS uses this information to retrieve the queues for internal monitoring. Default is checked. the TS creates call containers to store information about the different legs of calls. If unchecked. refer to IC Telephony Connectors Programmer Guide. the TS may remove the call information from memory before wrap-up is complete. Default is checked. ts. Check to turn on agent containers for the TS.6 style. Notes Select the site that this server is associated with. Check to give containers for agent states entries in the 6. IC Administration Volume 1: Servers & Domains May 2009 295 . voice.loginid. If checked. Link The logical identifier for the MLS link. Example. which is defined in CT Connect. Enter the period of time. Default is checked.0 style. For details. For details. Enter the number of threads to allocate for the server thread pool. the TS issues a request for wrap up on behalf of the server Call Plan This helps identify the call as internal to the switch.Field Wrap up Server Time to Live (min) Recommended entry Enter the period of time. that a CtsCallRecord can remain in memory before the TS cleans it up. in minutes. 296 IC Administration Volume 1: Servers & Domains May 2009 . in hours. Logout Before Login Dial by Equipment If you are using Avaya Business Advocate. do not check this field. Enter the maximum period of time. Enter the number of digits on the external extension numbers used by the contact center. Check to indicate this switch is capable of persistent application data. Default ANI Abort on Link Down Application Data Call Record Time to Live A TpDisconnected event is generated for this record. Default is checked. Default is checked. Default is checked. Check to abort (stop) the TS if the link goes down. Default is 24. Default is 50. Default is 6. Thread Pool Size Queues Owned The TSQS should not be associated with this queue in any way. for incoming calls. Default is checked Check to determine if the ACD requires the destination to be reached by equipment. Check to log the user out before attempting to login. Default is 2. Enter the default ANI value. Notes If unchecked. which did not carry ANI information. that the TS waits for the wrap-up process to be completed by the server. Enter the name of the queue or queues for which the TS is responsible for creating queue ADUs. a TpDisconnect event is posted to the call.1. Check to indicate this switch is capable of monitoring route points internally. Advocate users should set this value as high as possible (999) to provide ample time to deliver the call from the queue to the agent. Notes Monitor Route Point Route Point Time to Live (sec) After this specified period of time. Select the desired log level for TSV5. info. This setting provided backward compatibility with the TS Meridian. Default is unchecked. Default is unchecked. IC Administration Volume 1: Servers & Domains May 2009 297 . RONA indicated via Call Divert TSV5 Trace Level Check to enable the switch to send a divert event when RONA is in progress. Default is info. and error. Default is unchecked. Enter the number of seconds a call can remain on an unmonitored route point before the TS cleans it up. In this case. RONA via Call Divert Request Check to enable RONA (Redirect on No Answer). Default is unchecked. warning. the TS also suppresses logout events that are caused by an agent logging out of the hardphone. Suppress Logout Event Check to ignore the logout event generated when the agent presses “Logout” on the hard phone. version 5. IMPORTANT: When this parameter is set to true. Valid values are debug. This tells the TS that the switch is capable of handling a call deflection (divert) on an alerting device or if the call needs to be answered before it can be transferred or conferenced to another destination. Default is 5. the softphone and hardphone become out of sync.Field Make Busy After Logout Recommended entry Check to set the phone set to the MakeBusy phone state after logout is concluded. It also allows for Multiple Queue Assignment support because the agent can logout from the hard phone without terminating the softphone session. Notes Values: true or false. 298 IC Administration Volume 1: Servers & Domains May 2009 . Set this parameters on the Configuration tab: Field allow_names_mixed_ case Recommended entry Enter "true" to enable processing of queue names in the case that comes in. queue names will be set to lower case. If set to "false".Configuration tab The following configuration parameter is not presented on the TS tab in IC Manager. Field ACD Name Recommended entry Select the name of the ACD assigned to the switch. Specifies the secondary port number to which the socket connection needs to be made. The protocol used by Cisco CCM. The hostname is used to establish a TCP/IP connection.TS tab for Cisco CCM The settings on this tab pertain to the Generic TS running Cisco. Primary Host A Enter the IP address of the system which hosts the CTI OS service. A check box that specifies if Application gateway should be initialized. The hostname is used to establish a TCP/IP connection. Enter the TCP/IP port where the TS needs to create a connection. The model of the ACD that corresponds to the selected ACD Type. Route Point option is required if application gateway is configured. Specifies the secondary hostname where the Cisco CTI OS Server resides. Enter the IP address of the system which hosts the CTI OS service. ACD Type ACD Model Select Cisco Select ICM ACD Protocol Site Select CTIOS Select the site of your TS. Notes The name of the ACD (switch) that this TS is serving from a pick list of names assigned to the ACD during system configuration. Specifies the primary port number to which the socket connection needs to be made. Primary Port A Secondary Host A Secondary Port A Peripheral ID Enable Route Point IC Administration Volume 1: Servers & Domains May 2009 299 . The site that this TS is associated with. The type of ACD with which the TS will communicate. Enter the Peripheral gateway ID of CTIOS. Enter the TCP/IP port where the TS needs to create a connection. Specifies the primary hostname where the Cisco CTI OS Server resides. The TS uses this information to retrieve the queues for internal monitoring. The numerical PBX peripheral ID. 0 State Fields Wrap up by Client Wrap up Client Time to Live (min) If unchecked. Example. For details. the TS issues a request for wrap up on behalf of the client. the ADU containers for the TS are turned on. voice. that the TS waits for the wrap-up process to be completed by the client. that the TS waits for the wrap-up process to be completed by the server. Check to have the TS wait for the wrap-up process to be completed before removing the call information from memory.loginid. Check to give containers for agent states entries in the 6. If unchecked. Enter the period of time. The port number is required only if the enable_route_point option is true otherwise this text box should not be visible. Default is checked. Default is checked.6 style. Default is unchecked. Select this to give containers for agent states entries in the 5. Dials by Equipment Select this check box. It is required if Route Point option is selected. Enter the period of time. Default is 15. Notes Specifies the port number for the application gateway to listen on.loginid. in minutes.6 State Fields Select this to create call containers for the TS. Wrap up Server Time to Live (min) If unchecked.Field Application Gateway Port Recommended entry Enter Application gateway port number.0 style. Default is checked. Default is 2. refer to IC Telephony Connectors Programmer Guide. refer to IC Telephony Connectors Programmer Guide. ts. Specifies that dials by equipment needs to be selected. the TS issues a request for wrap up on behalf of the server 300 IC Administration Volume 1: Servers & Domains May 2009 . Default is checked. Advanced Properties Enable Call Containers Enable Agent Containers Use 5. For details. the TS creates call containers to store information about the different legs of calls. Use 6. the TS may remove the call information from memory before wrap-up is complete. Select this to turn on agent containers for the TS. in minutes. Example. If checked. If checked. and error layer. Notes This helps identify the call as internal to the switch. Valid values are debug. Enter the number of threads to allocate for the server thread pool. Default is info. warning.Field Call Plan Recommended entry Enter the number of digits on the external extension numbers used by the contact center. warning. Select this to abort (stop) the TS if the link goes down. info. Select the desired log level for the Cpbx layer. Default is 7200. info. which did not carry ANI information. Enter the length of time. Default is 6. Default ANI Call Timeout (sec) Abort on Link Down Route Point Time to Live CTI OS Heartbeat CTI OS Max Heartbets Ccti Trace Level Valid values are debug. Select the desired log level for TSV5. info. for incoming calls. Default is 50. Enter the name of the queue or a comma separated list of queues for which the TS is responsible for creating queue ADUs. in seconds. warning. Valid values are debug. Default 2 Default 5 Default 3 Select the desired log level for the Ccti layer. Thread Pool Size Queues Owned The TSQS should not be associated with this queue in any way. to keep the call information in memory. and error layer. Enter the default ANI value. Default is checked. and error layer. Cpbx Trace Level TSV5 Trace Level IC Administration Volume 1: Servers & Domains May 2009 301 . Default is info. Default is info. This field is used to control the DTMF Tone duration. Min.Field DTMF Pause Duration DTMF Tone Duration Route Response Variable Recommended entry Enter the DTMF Pause Duration time. is 10. value is 4 and Max. EDU ID Variable Enter the value of EDU ID Variable. Allows the user to specify a particular call variable in which the route destination has to be sent to the Application gateway. Allows the user to specify a particular call variable in which the EDU ID will be attached for a particular call. Enter the value of Route Response Variable. Notes This field is used to control the DTMF pause duration. value is 6 and Max. Default value is 9. is 10. 302 IC Administration Volume 1: Servers & Domains May 2009 . is 35. Min. Default Value is 35. Default value is 10. is 1 and Max. Min. Min. Enter the DTMF Tone Duration time. Default Value is 10. is 10. is 1 and Max. TS tab for SIP The settings on this tab pertain to the Generic TS running SIP.8. ACD Type SBC Type ACD Protocol Select SIP Select CM Select SIP Site Select the site of your TS. The common password for all route points configured in any TSA. It cannot be the park device with wait treatment style 1. for example. The IP address or FQDN of the SIP Registrar. Field ACD Name Recommended entry Select the name of the ACD assigned to the switch. The protocol used by the Application Link Server to communicate with the TS and the switch. 62011. The TS uses this information to retrieve the queues for internal monitoring. Note: One SIP TS can have only one B2BUA. 47000. This is mandatory property. Its required format is: sip:avaya. This is mandatory property. The model of the ACD that corresponds to the selected ACD Type. Notes The name of the ACD (switch) that this TS is serving from a pick list of names assigned to the ACD during system configuration.com The property is used for Digest Authentication. for example sip:135. This is mandatory property. Password for the B2BUA. The route point or phone number. This is mandatory property. The address must be a valid SIP URI and starts with sip. This is advanced and optional property. SIP B2B Device User name of single B2BUA within the SipTS.125. The IP address or FQDN of the SIP Proxy. For example. The type of ACD with which the TS will communicate. The site that this TS is associated with. SIP B2B Password SIP Domain SIP Fail Device SIP Outbound Proxy SIP Protection Domain The SIP domain name SIP RoutePoint Password IC Administration Volume 1: Servers & Domains May 2009 303 .52. Enter the number of digits on the external extension numbers used by the contact center. For details.loginid. Check to turn on agent containers for the TS. Default is 6. Wrap up Server Time to Live (min) If unchecked. Enter the period of time. in minutes. ts. the TS may remove the call information from memory before wrap-up is complete. in minutes. Thread Pool Size 304 IC Administration Volume 1: Servers & Domains May 2009 . For details. If checked. Default is 2.6 style. that the TS waits for the wrap-up process to be completed by the server. Enter the period of time. Use 6.loginid. If checked. Example. the TS creates call containers to store information about the different legs of calls.0 State Fields Wrap up by Client Wrap up Client Time to Live (min) If unchecked. Default is 15. the TS issues a request for wrap up on behalf of the server Call Plan This helps identify the call as internal to the switch. refer to IC Telephony Connectors Programmer Guide. Check to give containers for agent states entries in the 5. Example. refer to IC Telephony Connectors Programmer Guide. Default is checked. the ADU containers for the TS are turned on. Default is 50.0 style.Field Recommended entry Notes Advanced Properties Enable Call Containers Enable Agent Containers Use 5. Default is checked. If unchecked. Default is checked. Default is checked. the TS issues a request for wrap up on behalf of the client. Check to give containers for agent states entries in the 6. Default is unchecked.6 State Fields Check to create call containers for the TS. that the TS waits for the wrap-up process to be completed by the client. Check to have the TS wait for the wrap-up process to be completed before removing the call information from memory. voice. Enter the number of threads to allocate for the server thread pool. Enable Reason Codes RONA via Call Divert Request Indicates the TS can use TS. if the TS is performing a RONA in a Business Advocate environment. Ericsson MD110 does not provide a divert event when a call is given RONA treatment by the switch.Divert to move calls on a TS. Notes The TSQS should not be associated with this queue in any way.Rona() redirect. Default ANI SIP Register Timer Abort on Link Down Call Record Time to Live A TpDisconnected event is generated for this record. Default is selected. the switch provides a divert event by virtue of the TS issuing a divert request to the switch. Hence. Select this to enable RONA (Redirect on No Answer). Default is selected. It also tells the TS that the switch is capable of handling a call deflection (divert) on an alerting device or if the call needs to be answered before it can be transferred or conferenced to another destination. for incoming calls. Enter the maximum number of hours a CtsCallRecord can remain in memory before the TS cleans it up. Enter the default ANI value. IC Administration Volume 1: Servers & Domains May 2009 305 . RONA indicated via Call Divert Check to enable the switch to send a divert event when RONA is enabled on IC and in progress. uncheck this parameter. In this case. check this parameter. Default 3600 Check to abort (stop) the TS if the link goes down. the TS will try to divert the call and simulate a RONA when alerting at the agent’s extension.Field Queues Owned Recommended entry Enter the name of the queue or a comma separated list of queues for which the TS is responsible for creating queue ADUs. Select this check box. If RONA is enabled on the switch. In a Business Advocate scenario. which did not carry ANI information. Default is 24. Default is info. info. Default is checked. 306 IC Administration Volume 1: Servers & Domains May 2009 . Check if the switch requires the destination to be reached by equipment or phone (agent). Default is checked. Dial by Equipment Monitor Route Point Route Point Time to Live (sec) Single Step Transfer Check if the interface supports a single step transfer as one operation instead of a combination of transfer init followed by transfer complete. warning. Default is unchecked. Default is info. Default is info. After this specified period of time.Field Ccti Trace Level Recommended entry Select the desired log level for the Ccti layer. and error layer. Valid values are debug. and error layer. Cpbx Trace Level TSV5 Trace Level SIP Message Log DTMF Tone Duration DTMF Pause Duration Application Data Default is 35 Default is 10 Check if the switch is capable of persistent application data. Notes Valid values are debug. Check to indicate this switch is capable of monitoring route points internally. Default is checked. Valid values are debug. warning. Default is checked. Select the desired log level for TSV5. info. and error layer. Default is 5. If you are using Avaya Business Advocate. Select this check box to log the message received from the reSIProcate library. Select the desired log level for the Cpbx layer. a TpDisconnect event is posted to the call. Enter the number of seconds a call can remain on an unmonitored route point before the TS cleans it up. info. warning. Advocate users should set this value as high as possible (999) to provide ample time to deliver the call from the queue to the agent. do not check this field. Enter the reserved DNs that will be used for hetero switching. Default is unchecked. Default is 24. Check to indicate the ANI should be validated when the TS receives call in a reserved DN. Check to have the TS check the Local ANI parameter prior to routing the call. ANI Validation Queue Time to Live (hr) Hetero Lifetime (sec) Use DNIS Use Local ANI TS Group Reserved DN Table Multiple ANI Table Dial Translation Table IC Administration Volume 1: Servers & Domains May 2009 307 . Default is checked.Hetero-switch tab The settings on this tab pertain to all of the supported switches. Enter the name of the group to which this TS is assigned. that reserved DNs should reside in the Locked state. Enter the s of the ANIs that will be used for hetero switching. Default is 5. Default is unchecked. TS groups are defined on the IC Manager Configuration tab. Specifies the translation rules for PSTN number translation rules. Check to have the TS use DNIS resolution when a call arrives at a reserved route point. Field Enable Hetero Switch Transfer Default Route Point Recommended entry Check to enable the Multi Site Heterogeneous Switch feature. in seconds. an entry for a queue that is supported by another TS should stay in the queue. Used for speed dialing. in hours. Notes Checking this parameter displays the other parameters listed in this table. Enter the period of time. Enter the period of time. Enter the default destination for route point calls received to which the ANI does not match. Default is unchecked. Field Advanced Properties Transfer Resolution Table Recommended entry Notes Specifies the parameters for transfer resolution between Telephony servers Multiple lines of four fields that contain: ● Alias (or UUID) of the destination TS to which this rule applies. ● Value indicating if connection to the destination TS can be done using ISDN UUI. Check to enable trunk to trunk transfer for the switch and the TS. Specifies the type of Take Back and Transfer to be implemented. 308 IC Administration Volume 1: Servers & Domains May 2009 . Default is inband. ● Sequence of numbers to be prepended to the device number in the ADU that are used to reach the destination TS. ● Value indicating if the connection to this TS supports Take Back and Transfer. Take Back and Transfer Sequence Take Back Transfer Type Trunk to Trunk Transfer Enabled Specifies the sequence to transmit to activate Take Back and Transfer. queue names will be set to lower case. This setting is not required for TSes that handle incoming call processing and are not associated with any link group. IC Administration Volume 1: Servers & Domains May 2009 309 . Configuration tab The following configuration parameter is not presented on the TS tab in IC Manager. The TS sends the call to a wait treatment queue where the Resource Manager finds another agent for the call. Set this parameters on the Configuration tab: Field allow_names_mixed_ case Recommended entry Enter "true" to enable processing of queue names in the case that comes in. Notes Values: true or false. This setting is required on every TS that hosts Advocate agents and does not have an associated TSA server in its IC domain. Notes Checking this parameter displays the other parameters listed in this table. Field Enable Advocate Recommended entry Check to enable the optional Avaya Business Advocate feature. The wait treatment queue ID is created in the Device Manager of IC Manager. Select the ID of the wait treatment to route a call that is not answered. Optional Backup Link for Advocate Select the link to you as a backup in the event the primary CTI link goes down. If set to "false". Default is unchecked.Advocate tab The settings on this tab pertain to all of the supported switches. Default RONA Destination RONA (Redirect on No Answer) is used to re-route a call that was not answered by the agent to whom it was originally sent. 310 IC Administration Volume 1: Servers & Domains May 2009 .Debug tab The Debug tab does not include any Telephony server-specific parameters. When running On the Communication Manager (CM) switch.Telephony Queue Statistic servers The Telephony Queue Statistics server (TSQS) is the Avaya IC server that monitors the voice channel and maintains queue statistics in the Agent Data Unit (ADU) server. see IC Installation Planning and Prerequisites. Select the machine’s IP address from the drop-down list. For details. ● ● ● ● ● Avaya Communication Manager Aspect CallCenter Nortel Meridian-1 via Meridian Link Nortel Meridian-1 via Symposium Call Center Server Cisco CCM For information about specific versions of these switches supported in the current release of Avaya IC. IC Manager fills in the fields for Directory. Port. the TSQS relies on the Avaya TS to interact with the switch. General tab Field Name Domain Recommended entry TsQueueStatistics_<domain> Select the Avaya IC domain for the server from the drop-down list. refer to IC Telephony Connectors Programmer Guide. the TSQS interacts directly with the switch. The TSQS an be configured to operate with the supported versions of the following switches. On Aspect CallCenter and Nortel Meridian switches. IC Administration Volume 1: Servers & Domains May 2009 311 . select Voice from the drop-down list if the server is in the Voice domain. Notes Include the domain in the server name to identify the server. When you select the host. and Executable. Host Debug tab The Debug tab does not include any Telephony Queue Statistics server-specific parameters. or enter the IP address if it is not in the list. For example. TSQS tab Use the following TSQS tab that corresponds to the switch for which you are configuring the TSQS. ● ● ● ● ● TSQS tab for Avaya Communication Manager (CM) on page 313 TSQS tab for Aspect CallCenter on page 314 TSQS tab for Nortel Meridian Link on page 317 TSQS tab for Nortel Symposium Call Center on page 319 TSQS tab for Cisco CCM on page 321 312 IC Administration Volume 1: Servers & Domains May 2009 . Select Avaya. Enter the number of seconds between updates to the ADU server with queue statistics.6. Default is 10 seconds. The site used by your TS configured for the Avaya switch. Site ACD Type ACD Model ACD Protocol Advanced Properties Update Interval (secs) Select the site where the TSQS is located. Field ACD Name Recommended entry Select an ACD Name. Default is unchecked.SetValues command even if none of the parameter values changed. Displays Definity after you select Avaya as ACD Type. Each TSQS on the system must have a unique ACD Name. Enter the maximum number of calls to track in a single queue.096 Maximum Calls per Queue IC Administration Volume 1: Servers & Domains May 2009 313 . Lets the TSQS keep the oldest field in the ADU as the length of time (in seconds) that the oldest call is in queue. Provides a pick list of name(s) assigned to the switch during system configuration. Oldest ADU Timestamp Forced ADU Update Check to enable the server to issue an ADU. The ACD Protocol used by your TS configured for Avaya switch. Notes The name of the ACD (switch) that this TSQS is serving. Select asai. The ACD Type option used by your TS configured for the Avaya switch. The default uses the timestamp of when the oldest call arrived. Select this to enable backward compatibility to eContact 5. Default is unchecked. The ACD Model option used by your TS configured for the Avaya switch.TSQS tab for Avaya Communication Manager (CM) The settings on this tab pertain to the versions of Avaya Communication Manager supported in the current release of Avaya IC. Default is 4. Field ACD Name Recommended entry Select an ACD Name Notes The name of the ACD (switch) that this TSQS is serving. Oldest ADU Timestamp 314 IC Administration Volume 1: Servers & Domains May 2009 . Switch Port Advanced Properties Update Interval (secs) Enter the number of seconds between updates to the ADU server with queue statistics. Default is 8000. Lets the TSQS keep the oldest field in the ADU as the length of time (in seconds) that the oldest call is in queue. Select Aspect. Select AspectCMI Switch Name Enter the IP address of the link that connects the switch to the TSQS. Site ACD Type ACD Model ACD Protocol Select the site where the TSQS is located. Provides a pick list of name(s) assigned to the switch during system configuration.TSQS tab for Aspect CallCenter The settings on this tab pertain to the versions of Aspect CallCenter supported in the current release of Avaya IC. Each TSQS on the system must have a unique ACD Name. Select the ACD Protocol option used by your Telephony server configured for the Aspect switch. Enter the port number used by the switch. The default uses the timestamp of when the oldest call arrived. This is different from the IP address used by the switch. Check to enable backward compatibility to eContact 5. Aspect9 applies to all the supported versions of the Aspect ACD. Default is unchecked. The Site used by your TS configured for the Aspect switch The ACD Type option used by the TS configured for the Aspect switch.6. Select Aspect9. Default is 10 seconds. Sets or returns the base TCP/IP port of the Aspect ActiveX control.Field Forced ADU Update Recommended entry Check to enable the server to issue an ADU. Set these parameters on the Configuration tab: Name log_file log_size log_level auto_activate base_port infograms Default Value NULL 10. Size of the TSQS log file. Default is 10.000 3 TRUE 9000 the infogram value mapped to the Aspect CallCenter switch. Notes Switch Poll Interval (sec) Configuration tab The following configuration parameters are not presented on the TSQS tab in IC Manager. First part of the IP octet composing the IP address used to monitor Aspect RealTime Data Server messages. stats_infogram_num ip_octet_1 Infogram number that contains the queue statistics.SetValues command even if none of the parameter values changed. which is 110 in this example. 110 225 Description Name of the TSQS log file. Default is unchecked. Enter the number of seconds between TSQS requests for queue information from the switch. Sets the auto activate property of the Aspect ActiveX control. The infogram number that the Aspect ActiveX control will listen for. Determines the level of information that should be in the log file.000. IC Administration Volume 1: Servers & Domains May 2009 315 . Use the same value that is used for the "stats_infogram_num" parameter. the Aspect ActiveX control uses the IP address defined in the ip_octet_1.10. the Aspect ActiveX control listens for infograms on the port that is defined in the base_port parameter. ip_octet2. ip_octet_3 10 ip_octet_4 10 use_default_IP FALSE use_default_port TRUE 316 IC Administration Volume 1: Servers & Domains May 2009 .0. the Aspect ActiveX control listens for infograms on IP 224. If set to TRUE. and ip_octet4 parameters. Third part of the IP octet composing the IP address used to monitor Aspect RealTime Data Server messages. If set to FALSE. the Aspect ActiveX control listens for infograms on port 9000.0.Name ip_octet_2 Default Value 10 Description Second part of the IP octet composing the IP address used to monitor Aspect RealTime Data Server messages. If set to false. If set to TRUE. Fourth part of the IP octet composing the IP address used to monitor Aspect RealTime Data Server messages. ip_octet3. Provides a pick list of name(s) assigned to the switch during system configuration. The ACD Model option used by your TS configured for the Nortel switch using Meridian Link Module. Default is 10 seconds. Select Nortel. Site Select the site where the TSQS is located. The ACD Protocol option used by your TS configured for the Nortel switch using Meridian Link Module. ACD Protocol Select MLP. The site used by your TS configured for the Nortel switch using Meridian Link Module. Enter the port number used by the switch. Switch Name Enter the name or IP address of Meridian Max to which the switch connects through MLP. Switch Port Advanced Properties Update Interval (secs) Enter the number of seconds between updates to the ADU server with queue statistics. The ACD Type option used by your TS configured for the Nortel switch using Meridian Link Module. ACD Type ACD Model Select Meridian.TSQS tab for Nortel Meridian Link The settings on this tab pertain to the versions of Nortel Meridian 1 running Meridian Link supported in the current release of Avaya IC. IC Administration Volume 1: Servers & Domains May 2009 317 . Notes The name of the ACD (switch) that this TSQS is serving. Field ACD Name Recommended entry Select an ACD Name. Each TSQS on the system must have a unique ACD Name. Default is 44245. This setting is defined when the switch administrator configures the Meridian Max. Default is unchecked.6. Enter the number of seconds between TSQS requests for queue information from the switch.Field Oldest ADU Timestamp Recommended entry Check to enable backward compatibility to eContact 5.SetValues command even if none of the parameter values changed. Enter the Nortel Vendor Id number corresponding to your switch. Notes Lets the TSQS keep the oldest field in the ADU as the length of time (in seconds) that the oldest call is in queue. Switch Poll Interval (sec) Vendor Id 318 IC Administration Volume 1: Servers & Domains May 2009 . Default is unchecked. Default is 10. Forced ADU Update Check to enable the server to issue an ADU. The default uses the timestamp of when the oldest call arrived. Provides a pick list of name(s) assigned to the switch during system configuration. The ACD Protocol option used by your TS configured for the Nortel Meridian switch using Symposium Call Center Server. Select Nortel. The site used by the TS configured for the Nortel Meridian switch using Symposium Call Center Server. ACD Protocol Select MLS. Switch Port Advanced Properties Update Interval (secs) Enter the number of seconds between updates to the ADU server with queue statistics. Default is 8000. IC Administration Volume 1: Servers & Domains May 2009 319 . Site Select the site where the TSQS is located.TSQS tab for Nortel Symposium Call Center The settings on this tab pertain to the versions of Nortel Meridian 1 running Symposium Call Center Server supported in the current release of Avaya IC. The ACD Model option used by your TS configured for the Nortel Meridian switch using Symposium Call Center Server. This setting is defined when the switch administrator configures the Symposium Call Center Server. Enter the port number used by the switch. ACD Type ACD Model Select Symposium. Switch Name Enter the name or IP address of the Symposium (directory) to which the switch connects through MLS. Field ACD Name Recommended entry Select an ACD Name. Default is 10 seconds. Notes The name of the ACD (switch) that this TSQS is serving. The ACD Type option used by your TS configured for the Nortel Meridian switch using Symposium Call Center Server. Each TSQS on the system must have a unique ACD Name. Enter the Symposium User ID. Switch Poll Interval (sec) Symposium User Id Symposium Password 320 IC Administration Volume 1: Servers & Domains May 2009 . Enter the number of seconds between TSQS requests for queue information from the switch. The default uses the timestamp of when the oldest call arrived. Default is nortel. Default is unchecked. Notes Lets the TSQS keep the oldest field in the ADU as the length of time (in seconds) that the oldest call is in queue.SetValues command even if none of the parameter values changed. Forced ADU Update Check to enable the server to issue an ADU. Default is sysadmin. Default is unchecked.Field Oldest ADU Timestamp Recommended entry Check to enable backward compatibility to eContact 5. Default is 10.6. Enter the Symposium Password. The ACD protocol option used by your TS configured for the Cisco CCM switch. Field ACD Name Recommended entry Select the name of the ACD assigned to the switch. The site used by the TS configured for the Nortel Meridian switch using Symposium Call Center Server. Provides a pick list of name(s) assigned to the switch during system configuration. The ACD Type option used by your TS configured for the Cisco CCM switch. Site Select the site where the TSQS is located. The ACD Model option used by your TS configured for the Cisco CCM switch. IC Administration Volume 1: Servers & Domains May 2009 321 . Notes The name of the ACD (switch) that this TSQS is serving. The password for the configured database. Select Cisco ACD Type ACD Model Select ICM ACD Protocol Select CTIOS DB Server Name DB Name DB Login DB Password Advanced Properties Update Interval (sec) Oldest ADU Timestamp Force ADU Update Maximum Calls Per Queue 4096 10 The user name for the configured database.TSQS tab for Cisco CCM The settings on this tab pertain to the versions of Cisco CCM switch supported in the current release of Avaya IC. Each TSQS on the system must have a unique ACD Name. select Voice1 from the drop-down list if the Telephony server is in the Voice1 domain. 322 IC Administration Volume 1: Servers & Domains May 2009 . IC Manager fills in the fields for Directory.TSA (Telephony Services Adaptor) server The Telephony Services Adaptor (TSA) server is a Business Advocate adaptor for the Telephony server. For example. Host Select the IP address of the machine from the drop-down list. The TSA server must be in the same domain as the Telephony server that the TSA server services. Notes Include the domain in the server name to identify the server. or enter the IP address if it is not in the list. When you select the host. General tab Field Name Domain Recommended entry TSA_<domain> Select the Avaya IC domain for the server from the drop-down list. Port. and Executable. The TSA server manages server interactions for Business Advocate that are required for voice contacts. Business Advocate requires a TSA server for every switch in your Avaya IC system. see IC Business Advocate Configuration and Administration. advocate. include the destination DN of the backup link when you set up contact handling.<workflow> This field is case-sensitive. advocate. ● Click OK. enter <workflow_project>. and in the Contact Handling dialog box: ● Click the New button. For a custom workflow. Use all lower case letters. and in the LRM dialog box: ● Click the New button. ● Accept the default Qualification Flow or enter a custom workflow that sets qualifiers for voice contacts.TSA tab This server does not have any advanced properties. ● In the Destination field. Note: For a complete description of this field. You can assign multiple Logical Resource Managers to a TSA server. ● Select a Logical Resource Manager from the drop-down list. If the TSA server monitors a backup CTI link as well as a primary link.handle_exception. The default workflow is the sample routing exception workflow. The default workflow is the sample routing exception workflow. Contact Handling If you select default. Field LRM Recommended entry Click the Ellipsis (…) button.qualifyvoice_adv. Transfer Exception Flow IC Administration Volume 1: Servers & Domains May 2009 323 . Click the Ellipsis (…) button.handle_exception. enter <workflow_project>. <workflow> This field is case-sensitive. Use all lower case letters. ● Click OK. enter a DN that you want the TSA server to monitor or use the default. For a custom workflow. The default qualification workflow is advocate. the TSA server handle all contacts to the Telephony server that have not been specifically assigned with a Destination DN. ● Accept the default Exception Flow or enter the routing exception workflow for the TSA to use for voice contacts. Accept the default or enter a custom workflow to handle exceptions for transferred voice contacts. ● Repeat these steps for each Logical Resource Manager that you want the TSA server to manage. Notes Assign at least one Logical Resource Manager to each TSA server. Debug tab The Debug tab does not include any TSA server-specific parameters. 324 IC Administration Volume 1: Servers & Domains May 2009 . see IC Business Advocate Configuration and Administration guide. Select the buddy TSA from the drop-down list. Notes Only for SIP TS For more information on the Buddy TSA.Field Enable Sip for TSA Buddy TSA Recommended entry Select this check box. If this parameter is set to 0 (the default). For details. Port.VOX server The VOX server is the connector used by Interactive Voice Response units (IVRs) to communicate with the Avaya Telephony server. refer to VOX Server Programmer Guide. and Executable. Domain Select the Avaya IC domain for the server from the drop-down list. For example. Since connect attempts are done synchronously. When you select the host. Select the machine’s IP address from the drop-down list. Notes The Workflow server that you created for the VOX server. Host VOX tab Field Workflow Server Maximum Wait Time Recommended entry Select the Workflow server for IVR contacts. General tab Field Name Recommended entry VOX_<domain>_<IVR> Notes Include the name of the domain and the IVR in the server name to identify the server. IC Manager fills in the fields for Directory. select Voice from the drop-down list if the server is in the Voice domain. Enter the maximum number of seconds the VOX server waits for a connection to an IVR. This value needs to be greater than the value of Disable wait. Default is 8. the VOX server will try until a system-defined limit is reached. The VOX server sends and receives messages from both environments. IC Administration Volume 1: Servers & Domains May 2009 325 . or enter the IP address if it is not in the list. If an attempt by the VOX server to connect to an IVR takes more seconds than the value set here. the attempt is aborted. Note: This parameter has no effect if the IVR is of the kind that connects to the VOX server. you should set this parameter for IVRs that tend to become available and unavailable frequently. Show Pings Wait for New Call If the designated time expires. stop and restart the VOX server to reconnect to the IVR. Default is 6.IncomingCall. Port 3000 is recommended. Default is unchecked. Port conflicts and cause serious problems within the Avaya IC system. and the failed attempt took more than the maximum number of seconds in this field. Enter the port number of the VOX server expected to listen for the VRU to connect.IncomingCall. the VOX server waits until a system-defined limit is reached. the VOX server raises an alarm (Late) and ignores the TS. Check to include pings in the log. see IC Installation and Configuration for a list of the default port numbers used by the other Avaya IC servers. Notes If the VOX server disconnects from the IVR.event. disables the listener. VOX Listener Port If you must change this port.Field Disable Wait Recommended entry If an attempt by the VOX Server to connect to an IVR fails. Default is 10.newcall after it receives a TS. the VOX server disables all future attempts to connect to that IVR. 326 IC Administration Volume 1: Servers & Domains May 2009 .event. Default is 0. This value needs to be less than the value of Maximum Wait Time. If set to 0. Enter the time (in seconds) that the VOX server will wait for VOX. newcall that was produced by a second call coming in after an aborted call.Disconnect.event. (On a system.Disconnect. Recommended entry Enter the time (in seconds) that the VOX server will wait for VOX.newcall should indicate that the call did not arrive at the VRU.newcall with which it should be associated.Disconnect precedes the VOX. the VOX server waits until a system-defined limit is reached. VRU.event after receiving a VOX. In general. produced by the same telephone call that produced the TS. IC Administration Volume 1: Servers & Domains May 2009 327 .newcall.newcall will ever be received for that call. a TS. the VOX server raises an alarm (Late) and ignores the VOX.Field Wait After Disc. 0 seconds is an acceptable value. If set to 0. If the designated time expires. a delay in processing might cause a VOX.event. The logic is that a VOX.newcall. Wait For Incoming Call Enter the time (in seconds) that the VOX server will wait for TS.newcall request. Default is 1. Default is 8. Therefore.) This parameter helps prevent misassociations from occurring if the TS.newcall request.Disconnect with a second call's VOX.Disconnect that ends it can "cross". the VOX server raises an alarm (Abandon) and ignores the TS. No VOX. However. or network that is heavily loaded—and VRU messages are subject to delays from all three— messages can be delayed by 2 seconds or more.newcall for a call and the TS.newcall after receiving a TS. This parameter will never cause the VOX server to wait longer than the Wait For New Call parameter would allow. should still arrive significantly faster than a VOX. so the VOX. Notes If the designated time expires.Disconnect message that precedes a VOX.Disconnect.newcall to be emitted a few seconds late. there should be no misassociation of an aborted call's TS.IncomingCall. if an appropriate maximum time is chosen. whenever the VOX server receives a TS.IncomingCall. a second TS.Connect. This parameter has no effect on the Wait For New Call parameter. it pretends that it has seen a following TS. and describes each call received. Scripter Method Debug Output Enter a filename to initialize a special debugging facility. This output is an analysis of most of the traffic between the IVRs and the VOX server. This is not recommended.event will cause it to abandon the first call (raising the alarm NoDeliver) and take up the second. Default is 0 (disables this check). If unchecked (off).IncomingCall.Connect. If the VOX server does not get a TS. Maximum is 15.IncomingCall. a TS.event.event from the Telephony Server and the VOX.IncomingCall.event before proceeding with call handling.event and does not wait.Field AssignOK Recommended entry Clear this check box to turn the AssignOK informational alarm off.newcall from the IVR.event before the VOX server will proceed with call handling.Connect. Default is checked.event must be followed by a TS. before the debug code assumes that something is wrong. 328 IC Administration Volume 1: Servers & Domains May 2009 . Default is selected. Turns off/on the requirement that the VOX server wait for a TS.event.Connect. Incoming/NewCall range (sec) Enter the number of seconds that may pass between a TS. The debugging facility places its output in the file indicated. Used with the Debug Output parameter. Notes Wait for Connect If checked (on). If selected.newcall command. Maximum is 45. Notes Used with the Debug Output parameter.newcall from the IVR.Connect.Create request upon receipt of a VOX. Default is unchecked. No Telephony Server If checked. use the exclamation point (!) in association with the relevant Extensions parameter values. Instead. Disconnect/Gone range (sec) Used with the Debug Output parameter.Field Connect/NewCall range (sec) Recommended entry Enter the number of seconds that may pass between a TS. Enter the number of seconds that may pass between a TS. before the debug code assumes that something is wrong.event from the Telephony Server and the VOX. do not check this parameter. before the debug code assumes that something is wrong. (The usual reason that no Telephony Server is available is because a network VRU is being used. Otherwise it is the Telephony Server's responsibility to request the creation of an EDU. Maximum is 10. This parameter has no effect on the Wait For New Call parameter. IC Administration Volume 1: Servers & Domains May 2009 329 . or because no PBX is being used. Default is 0 (disables this check). This parameter has no effect on the Wait For New Call parameter.) In the unusual case where some lines are controlled by a TS and some are not. this causes the VOX server to issue a VDU. informs the VOX server there is no Telephony Server available.Disconnect. Default is 0 (disables this check).event from the Telephony Server and the VOX.gone from the IVR. The one hundred values 6175551200 through 6175551299 ● 6175551200-6175551299 . pseudo-ANI Timeout (sec) Used only with network IVRs. it issues a VOX. The VOX server responds with a pseudo-ANI and preserves an association between the supplied pseudo-ANI and the provided EDUID. When a network VRU is ready to transfer a call. Default is 20. The time (in seconds) that the VOX server waits before breaking the association between a pseudo-ANI and an EDU.The single value 6175551212 ● 61755512XX . A comma-separated list of pseudo-ANIs that can be used when transferring calls.The one hundred values 6175551200 through 6175551299 ● 6175551200-99 . If more than one VOX server is being used.The one hundred values 6175551200 through 6175551299 A list containing the elements: 6175551208. each VOX server must have a unique list of pseudo-ANIs. Elements in the list may have one of the following four forms: ● 6175551212 . Notes The size of this list determines the maximum number of transfers involving a network IVR that can be in progress at any give time. for no longer than the time specified by this parameter.6175551209.61755512 1X.pseudo_ani request to the VOX server with the EDUID of the call for which it wants the pseudo-ANI.Field pseudo-ANIs Recommended entry Used only with network IVRs.6175551220-4 would assign all the numbers 6175551208 through 6175551224 to be available as pseudo-ANIs. 330 IC Administration Volume 1: Servers & Domains May 2009 . Minimum 10. you can enter the service name. Field VRU System Name Recommended entry Enter the IP address of the IVR. Avaya IC issues alarms. then go to the VOX tab and enter the listener port in the VOX Listener Port field. Port 3000 is the port that the CONVERSANT® System for Interactive Voice Response uses. Default is 3000. Enter the expected time (in seconds) between pings for the IVR. Notes You must have defined a mapping between the network name of the IVR and the IP address of the IVR. TCP/IP Port Initiate connection to VOX Select this field if the IVR connects directly to the VOX server. If the IVR listens for a connection from the VOX Server. If the IVR connects directly to the VOX Server. Default is unchecked.VRU tab Press the New vru button to display the following fields on the VRU Editor dialog. Leave this field blank to disable this parameter. If your system supports named ports ("services"). If the IVR does not issue pings at least this quickly. Enter the Port through which the VOX server connects to the IVR. This parameter is displayed when the "Initiate connection to VOX" setting is selected. Ping Time IC Administration Volume 1: Servers & Domains May 2009 331 . enter 0 in this field. The service name must not start with a digit. If the IVR connects directly to the VOX Server. enter the VOX Listener Port on the VOX tab. leave this field empty. Set this parameter on the Configuration tab: Field complete_timeout_alarm Recommended entry When set to true. For example. Default is true. you can associate multiple phone and channel numbers in a single entry. sends an alarm when the ANI used to transfer the call is being reused without knowing if the call reached its destination. Enter the telephone line extension number to associate with the Channel number. Notes IC Manager completes this field with the IVR system name. 4101 with channel 1. Extensions Channel Enter the Channel number that the IVR uses to recognize the line number in the Extension field. Notes Values: true . Debug tab The Debug tab does not include any VOX server-specific parameters. If the line numbers are sequential.Press the New Line button to display the following fields on the VRU Line Editor dialog. If the line numbers have leading zeros. enter: 4100-4104 in this field and 0 in the Channel field to associate extension 4100 with channel 0. a range preserves the zeros only if all line numbers in the range have the same number of digits. 332 IC Administration Volume 1: Servers & Domains May 2009 . Configuration tab The following configuration parameter is not presented on the VOX tab in IC Manager.false. Field VRU Recommended entry Displays the IP address of the IVR that you entered at the VRU Editor tab. WAA tab You must select the Configure Advocate for Email Channel and Configure Advocate for Chat Channel fields to view the other fields on this tab. IC Manager displays the remaining fields required to configure the email channel. or enter the IP address if it is not in the list. This is the Logical Resource Manager that the Web Advocate Adaptor server will communicate with for email contacts.WAA (Web Advocate Adaptor) server The Web Advocate Adaptor (WAA) server is the Business Advocate adapter for the WebACD server. and Executable. Port. For example. Host Select the machine’s IP address from the drop-down list. The WAA server manages server interactions for Business Advocate that are required for chat contacts and email contacts. Email LRM IC Administration Volume 1: Servers & Domains May 2009 333 . Select a Logical Resource Manager from the drop-down list. When you select the host. Field Configure Advocate for Email Channel Recommended entry Select this check box if you want Business Advocate to route email contacts. IC Manager fills in the fields for Directory. select Web from the drop-down list if the server is in the Web domain. The WAA server must be in the same Avaya IC domain as the WebACD server. Notes After you select the check box. General tab Field Name Domain Recommended entry WAA_<domain> Select the Avaya IC domain for the server from the drop-down list. Notes Include the domain in the server name to identify the server. advocate. To use a custom workflow. advocate. Email Routing Exception Flow Accept the default workflow or enter a custom workflow for the WAA server to use for email contacts. Use all lower case letters. Accept the default workflow or enter a custom workflow for the WAA server to use to route chat contacts. advocate. enter <workflow_project>. IC Manager displays the remaining fields required to configure the chat channel. Use all lower case letters.route_exception. enter <workflow_project>.qualifychat_adv. Use all lower case letters. advocate.Field Email Qualification Flow Recommended entry Accept the default workflow or enter a custom workflow for the WAA server to use to route email contacts.<workflow> This field is case-sensitive. The default is the sample chat qualification workflow.<workflow> This field is case-sensitive. The default is the sample transfer exception workflow.<workflow> This field is case-sensitive. This is the Logical Resource Manager that the Web Advocate Adaptor server will communicate with for chat contacts.route_exception. Email Transfer Exception Flow Accept the default transfer exception workflow or enter a custom workflow for the WAA server to use for email contacts. Use all lower case letters. The default is the sample email routing exception workflow. Chat LRM Chat Qualification Flow Chat Routing Exception Flow Accept the default workflow or enter a custom workflow for the WAA server to use for chat contacts. The default is the sample chat routing exception workflow. For a custom workflow. enter <workflow_project>.<workflow> This field is case-sensitive. Notes The default is the sample email qualification workflow. Configure Advocate for Chat Channel Select this check box if you want Business Advocate to route chat contacts. 334 IC Administration Volume 1: Servers & Domains May 2009 .route_exception.qualifyemail_advocate To use a custom workflow. enter <workflow_project>. For a custom workflow. enter <workflow_project>. To use a custom workflow. Select the Logical Resource Manager that handles chat contacts.<workflow> This field is case-sensitive. After you select the check box. Use all lower case letters. advocate. Advanced Properties Default WACD Cluster Default WebACD cluster name configured.<workflow> This field is case-sensitive. Debug tab The Debug tab does not include any WAA server-specific parameters.route_exception.Field Chat Transfer Exception Flow Recommended entry Accept the default workflow or enter a custom workflow for the WAA server to use for chat contacts. Notes The default is the sample transfer exception workflow. IC Administration Volume 1: Servers & Domains May 2009 335 . Use all lower case letters. enter <workflow_project>. For a custom workflow. advocate. For example. WACD tab This server does not have any advanced properties. It makes use of the Attribute. and Executable. Notes Include the domain in the server name to identify the server. Field Host Name Domain Recommended entry Enter the name of the system that hosts the WebACD server.WebACD server The WebACD server is the call distributor for chats and emails. This server is responsible for assigning tasks to agents and tracking the different states such interactions undergo. Enter the domain of the system that hosts the WebACD server. Default is 4010 Notes For example. Enter or select the machine’s IP address from the drop-down list. When you select the host. enter xyzcorp.com. select Web from the drop-down list. IC Manager fills in Directory. Port. see IC Installation and Configuration for a list of the default port numbers used by the other Avaya IC servers. IC Data Source Default is interaction_center 336 IC Administration Volume 1: Servers & Domains May 2009 . Service Port If you must change this port. Email and Comhub servers to complete support operations such as managing agent logon/logout states and the actual administration of the interactions. Paging. enter TESTBOX. For example. Port conflicts can cause serious problems within the Avaya IC system. General tab Field Name Domain Host Recommended entry WebACD_<domain> Select the Avaya IC domain for the server from the drop-down list. Default is 80.com. Port conflicts can cause serious problems within the Avaya IC system. see the Avaya Agent User Guide.Field WACD Webserver Recommended entry Enter the name and domain of the system that hosts the Web Administration pages.xyzcorp. If you must change this port. then this value specifies the number of seconds that the WebACD server will wait for confirmation from that agent before it reassigns the contact to another available agent. For example.com. The default website context is website. see IC Installation and Configuration. Notes For example. Port conflicts can cause serious problems within the Avaya IC system. enter TEXTBOX. Port Protocol Select the protocol that you use to connect to the Website. enter TESTBOX. see IC Installation and Configuration for a list of the default port numbers used by the other Avaya IC servers. Default service port is 4001. Enter the port that the WebACD server uses for connections with Web applications. IC Administration Volume 1: Servers & Domains May 2009 337 . Default port is 80 unless you plan to configure SSL for your website. Comhub Port Website Context Enter the name of the Web application used for Web Management. Enter the service port for the Comhub server. For details on SSL.xyzcorp. If you must change this port. Select http unless you plan to configure SSL for your Website. see IC Installation and Configuration for a list of the default port numbers used by the other Avaya IC servers. Comhub Host Name Enter the fully-qualified domain name of the system that hosts the ComHub server. Default is 100 Agent Timeout (secs) If the WebACD assigns a contact to an agent who has turned on the "Wait for agent confirmation before accepting a contact" option in Avaya Agent. For details about setting this option. etc. 338 IC Administration Volume 1: Servers & Domains May 2009 . The WebACD server automatically wraps and completes a task after an customer or agent has timed out. 5. For example. Enter the period of time that the WebACD should wait between cleaning up threads from timed out and abandoned chat tasks. Task Wrap Timeout (secs) No recommended entry Interval Between Cleanup (mins) No recommended entry Max Allowed Queue Time (mins) No recommended entry Summary Interval (mins) No recommended entry Requalify Contacts No recommended entry Default Email Cluster Select the email cluster name. Enable this option if you want the WebACD server to re-run the Qualify workflow on unassigned tasks. 12. then the WebACD will write summaries at 12:00. then wraps and completes the task. 12:10.Field Max Display Tasks Recommended entry No recommended entry Notes Enter the number of currently active tasks to display per request in the WebACD administration pages.) If you set the interval to 5 minutes. 10. 6. Enter the period of time that the WebACD should wait between creating summary records. Enter the maximum time that a chat task can stay in a queue before it is considered to be dead or abandoned. Email cluster contains two Email servers. if the Avaya Agent shuts down and the user is forced to end the consultation. 12:05. or 15. you can use 4. the WebACD server waits until the amount of time specified in the wrap-up timeout parameter has passed. The Email cluster helps you to achieve redundancy for Email servers. but you cannot use 8 or 9. This interval must be an even divisor of 60 (for example. 4. Click Ok. In IC Manager click the Server tab. To do so: 1.emailservername Value . Configuration tab This tab allows you to enter additional configuration parameters for the WebACD server. Enter: ● ● Name . In the Server Editor dialog box. 6. double-click the WebACD server to edit the properties. In the right pane. IC Administration Volume 1: Servers & Domains May 2009 339 . 2. Field Enable Advocate Recommended entry No recommended entry Notes Select this check box to use Advocate to route calls within your Avaya IC system.<IC Email system name> where the name must be emailservername (all lowercase) and the value is the name of the system on which the IC Email server is running. including the following configuration parameters: ● ● ● emailservername on page 339 ronaenqueueworkgroup_chat on page 340 ronaenqueueworkgroup_email on page 340 emailservername: If you install the IC Email server on a different system from the WebACD server. 5. you need to enter the emailservername configuration parameter for the WebACD server.Advocate tab This tab does not have any advanced properties. click the Configuration tab. 3. Click New. enter the ronaenqueueworkgroup_chat configuration parameter for the WebACD server. 340 IC Administration Volume 1: Servers & Domains May 2009 . as described in the following table: Value 0 1 Description The WebACD server will not add a chat contact to the queue for the agent's workgroup upon RONA. 2. This is the default behavior for RONA. In IC Manager click the Server tab. This parameter has two possible values. In the Server Editor dialog box. To use the ronaenqueueworkgroup_chat parameter to change the default RONA behavior: 1. ronaenqueueworkgroup_email: If you want to override the default behavior of the WebACD server when an email contact enters RONA. as described in the following table: Value 0 1 Description The WebACD server will not add an email contact to the queue for the agent's workgroup upon RONA. The WebACD server will add a chat contact to the queue for the agent's workgroup upon RONA. 3. double-click the WebACD server to edit the properties.0 6.ronaenqueueworkgroup_chat Value . You do not need to add this parameter to use this setting.ronaenqueueworkgroup_chat: If you want to override the default behavior of the WebACD server when a chat contact enters RONA. Enter: ● ● Name . Click New. 4. Click Ok. enter the ronaenqueueworkgroup_email configuration parameter for the WebACD server. In the right pane. 5. This parameter has two possible values. The WebACD server will add an email contact to the queue for the agent's workgroup upon RONA. This is the default behavior for RONA. click the Configuration tab. You do not need to add this parameter to use this setting. 4. where 10 is the lowest level of trace and 100000 is the highest. In IC Manager’s Server tab. In the Server Editor dialog box.To use the ronaenqueueworkgroup_email parameter to change the default RONA behavior: 1. Select a trace level from 10 to 100000. Debug tab You can access the following WebACD server-specific debug parameters on the Debug tab: Field Log Trace Level Notes Logs WebACD server events. Enter: ● ● Name .0 5. 2. double-click on your WebACD server so that you can edit its properties. select the Configuration tab. IC Administration Volume 1: Servers & Domains May 2009 341 . 3.ronaenqueueworkgroup_email Value . Select New. Select OK. Select Web from the drop-down list if the server is in the Web domain. Host Select the machine’s IP address from the drop-down list. IC Manager fills in the fields for Directory. 342 IC Administration Volume 1: Servers & Domains May 2009 . Notes Include the domain in the server name to identify the server. and Executable. Port.Web Scheduled Callback server The Web Scheduled Callback server retrieves the scheduled call from the database and delivers it to the agent as a Chat & Callback task. or enter the IP address if it is not in the list. The Web Scheduled Callback server is also responsible for the following tasks: ● ● ● Establishing a connection with the repository database Polling the database at regular intervals to find the scheduled call Creating a Chat&Callback task at a scheduled time General tab Field Name Domain Recommended entry WSC<domain> Select the Avaya IC domain for the server from the drop-down list. When you select the host. The Web Scheduled Callback server must be in the Web domain. Call Timeout Interval (sec) IC Login IC Password Advanced Properties Schedule Interval (sec) Enter the number of seconds after which database polling for scheduling callback will begin. Default is dcobridge1 Select the Ellipsis (…) and specify the password for the IC Login. Enter the IC Login username. Default is 120.WSCallback tab This tab does not have any advanced properties. Displays 100 Read only field. Indicates the main class used by the WSCallback server. Select the database source to use for database operations. Read only field. Call queue size IC Data Source Data Network Pool Size Main Class Sysuser mode IC Administration Volume 1: Servers & Domains May 2009 343 . Enter the maximum number of callbacks that you can schedule at runtime. Displays 2 Indicates the number of objects to be cached by the DCO Bridge. Indicates the Vesp User Mode used when logging to the Multi Threaded Toolkit (MTT). Default is 60. Displays com/avaya/callback/ WSCallback Read only field. Enter the number of seconds after which the request times out if it is not routed to an agent. Default is 5000. Default is interaction_center. Notes The WSC contacts are sent to the ICM server that you specify here. Field ICM Server Name Recommended entry Enter the name of the machine where the ICM server is installed. Indicates the Vesp interface used by the WSCallback server Determines if the WSCallback server should copy the vesp. Sends a Ready signal to the ORM server.avaya. Display the java classpath Send OrbReady Java ClassPath Debug tab The Debug tab includes the following Web Scheduled Callback server specific parameters. Notes Log Level 344 IC Administration Volume 1: Servers & Domains May 2009 . Displays com/avaya/callback/ WSCallback Read only field. Displays com.imp file from the primary machine and managed its updates. Displays false Notes Indicates the Vesp Bridge internal class used to implement the VespFactory interface.Field Vespfactory classname Vesp interface Vesp localorb Recommended entry Read only field. Displays WSCallback Read only field. Field Log File Recommended entry Enter the name of the file where the logfile is written for this server.vesp. VespFactory Read only field. Default is 3. Vesp requesthandler Read only field.log Select the logging level. Displays true Read only field. Indicates the default Vesp Request Handler used by the WSCallback server.ie. Default is wscallback. General tab Field Name Domain Recommended entry Workflow_<domain> Select the Avaya IC domain for the server from the drop-down list. IC Manager fills in the fields for Directory. letter generation. Port. select Users1 from the drop-down list if the server is in the Users1 domain. When you select the host. Select the machine’s IP address from the drop-down list.Workflow server The Workflow server processes workflows that route contacts and implement business rules. For example. The Workflow server can handle specific tasks. agent blending. and Executable. agent scripts. and generic business logic. You can distribute these responsibilities across multiple Workflow servers to maximize performance and response from the server. Workflows can be executed by direct invocation or as a result of receiving events from another server. such as media routing. For example. if your Avaya IC system includes multiple server machines. or enter the IP address if it is not in the list. Notes Include the domain in the server name to identify the server. you can install secondary Workflow servers dedicated to specific media contacts on the secondary machines. Host IC Administration Volume 1: Servers & Domains May 2009 345 . it will complete before being unloaded. The queue-workflow information is required by contact routing flows in a Blender environment. Notes You can choose to update file-based workflows and workflows stored in the database.WorkFlow tab Field Reload Flows Recommended entry Click this button to reload workflows in the Workflow server. Update the variable whenever any change is made to the queue.flowname Note: Preloading a large flow can slow down server startup. If the workflow is currently running. If you used the default name. the workflow is not reloaded. IC Data Source Select a data source from the drop-down list. When the event actually occurs. Unload Flow Click this button to unload a workflow from the server. Avaya IC can run the flow without having to load it first. If you have a workflow that must react very quickly when the event triggering it is received by Avaya IC. Syntax: projectname. Preload Flows Click the Ellipsis (…) and specify the workflow to be loaded when the server is first started. Select Force immediate reload to reload all currently loaded flows even if the version numbers are the same. 346 IC Administration Volume 1: Servers & Domains May 2009 . select interaction_center. use the Preload Flows option to have that flow ready and waiting in memory. When the workflow is next requested. If the version has not been incremented. select the Interaction Center data source. the latest version of the workflow will be loaded from the Database or File System. For most Workflow servers. You will be prompted to enter the workflow name. and whether to force an immediate reload rather than wait for running workflows to complete execution. Run Flow Click this button to run a workflow that updates the variable that contains queue-workflow information. Enter the workflow name. You must manually increment the workflow version number. Workflows in this list are not guaranteed to execute in any particular order in relation to themselves. You can specify multiple Startup Scripts.update_qw_cache as a synchronous startup workflow. Click the Ellipsis (…) and specify the Directory server tables to be pre-loaded in memory at startup. but that parameter can set only one flow. If the Workflow server fails when it runs a workflow. use this field to check each block as the workflow runs to ensure that the block does not corrupt the Heap. Click the Ellipsis (…) and specify the workflow to be run when the Workflow server starts. Notes For example. Enable Heap Validate Do not select this field unless: ● Instructed by Avaya Technical Support ● Debugging a workflow IC Administration Volume 1: Servers & Domains May 2009 347 . Accept the default or enter a number of threads. see Avaya IC Media Workflow Reference.Field Synchronous Startup Flows Recommended entry Click the Ellipsis (…) and specify the workflow to be loaded before the startup workflows and before the server accepts requests. or arriving requests. Startup Flows Semaphores Click the Ellipsis (…) and specify the list of semaphores used by the workflows. Impacts performance of the Workflow server if checked. For details about semaphores. This field is for debugging workflows only. Note that the Initial Script field also specifies a flow to be started. Initial Script. Workflow servers that run contact routing workflows need to run web_routing. These workflows are run in addition to Initial Startup Script. Directory tables Event Threads The default entry is 10. The number of threads that are listening and available to process events sent to the server. you should also select Database from the Script Source drop-down list. If you select this check box. Script Source Select one of the following from the drop-down list: ● Database ● File Accept the default of "flows" unless you have stored the workflows in another directory. If this check box is cleared. Accept the default 10 or enter new value. or if your workflows require database access during processing. 348 IC Administration Volume 1: Servers & Domains May 2009 . The name of the directory from which flows are loaded. Flow Directory Worker Threads The number of threads that should be dedicated to workflow execution. Enable Java Support For Script Java Class Path Java Library Path Other JVM Options Java Log Level Select this check box to enter the information for java class. If your workflows do not need to access the database.SetNextConnection. Default is Database.Field Advanced Properties Enable DB Access Recommended entry Notes Select this check box if you want to load the workflow from the database. the server loads the workflows from the directory specified in the Flow Directory field and does not establish a connection with the database. Range is 0 to 255. Accept the default of 64 or enter a new value greater than 64. clearing this option can make them run more efficiently. 0 disables the ability to go back. Accept the default of 10 or enter a new value from 0 to 255. Event Threads Backup Length Specifies how many previous blocks are remembered for use with the "go back" capability of Script. which can yield improved security and efficiency. Specifies whether the workflow server should obtain workflows from the database or from a file. no matter where the request originates. Select this check box if you want this channel to handle events from only one the specific server that you select from the Service drop-down list. Note: When you select this field. check the Global field to create a channel to handle IVR workflow requests from the VOX server. create a global channel and an association between the event and workflow in the global channel. If you check this field. the Workflow server will not be able to communicate with that Telephony server. Channel Range No entry necessary. For example. You can access the Channel Editor and Channel Association dialog boxes from the Channels tab. Warning: Do not check this field if you want the Workflow server to handle events from a server that has the same name as the server type. such as voice or email. The Workflow server tries any event or special request that is not media-specific against global channels. and you need this Workflow server to communicate with more than one server. The following examples show the recommended entries for the voice channel. Completed by IC Manager By Server ● ● Do not select this check box if you want this channel to handle events from all servers of the type that you select from the Service drop-down list. ● Notes Use the Global field to create a global channel and association. For example. IC Administration Volume 1: Servers & Domains May 2009 349 . the other fields on the Channel Editor dialog box are greyed out and unavailable. you must create another channel for that server. as described in VOX Server Programmer Guide. ● Select this check box to create a channel that is not related to a specific media or server. Global channels allow you to specify associations between events and workflows that need to be handled uniformly.Channels tab The Channels tab lets you specify which flow should be run when a particular event is received by the Workflow server. If you need the Workflow server to handle an event that is not media-specific. Channel Editor dialog box fields Field Global Recommended entry Do not select this check box to create a channel for a specific server or media. if you check this field and select a Telephony server named “TS”. to see criteria for the Telephony server. For example. Enter the criteria you want the workflow to use for the event.incomingcall Note: This field is case-sensitive. For example.Field Service Recommended entry Select a server or type of server from the drop-down list. Recommended entry Notes Completed by IC Manager Completed by IC Manager For example. see the description of the Assign method in the Programmer Guide for that server. For a detailed description of the criteria for each server and server type. for the voice channel. see IC Telephony Connectors Programmer Guide. enter: TS. Notes Whether you can select a server or a type of server.IncomingCall Note: This field is case-sensitive. Flow Enter the contact routing workflow for the channel as <workflow_project>. For example. if you use the sample workflow. depends up whether or not you checked the By Server field. you can enter a criteria for the workflow to route calls that arrive at a routing point. Criteria Channel Association dialog box fields Field Channel Range Service Interface Event Enter the name of the event that triggers the workflow in the Flow field. enter ts.<r outing_workflow> 350 IC Administration Volume 1: Servers & Domains May 2009 . multiprocessor systems handling multiple phone switches. checking this option is a first step in isolating the problem. Specifies how many Assignments you plan to use with the Association mechanism. Assign Count Accept the default or enter a number for the count. where 0 is the lowest level of logging and 4 is the highest. you should select a minimal logging level unless you are trying to diagnose a specific problem. Raising this value lets the server handle more associations. Note: Checking this option can adversely affect performance. Synchronous Execution Select this check box only if advised by support personnel. Variables In Status Select this check box if you need to debug the server. IC Administration Volume 1: Servers & Domains May 2009 351 . If sporadic failures are experienced. A flag that determines if the current values of global server variables (Script.GlobalSet) are copied to the results of a GetStatus method. which is almost always adequate. which may be useful for large. and can be decreased to save a little memory. Notes Default is 0. This forces the server to avoid allowing multiple threads to execute simultaneously by sharing the VM during idle periods. Because logging requires system resources. The default is 2047.Debug tab You can access the following Workflow server-specific debug parameters on the Debug tab: Field Data Query Log Level Recommended entry Select a number from 0 to 4. When checked. 352 IC Administration Volume 1: Servers & Domains May 2009 . this parameter traces the execution of flows on the system to tell you how long each block takes to run and how much time the thread spends blocked while waiting for something to become available. print statements are written to the log file. The default for this parameter is unchecked because writing print statements to the log file is costly in terms of system execution time.Field Enable Print Recommended entry Check this option if you need to debug the server. Notes When checked. Trace Execution of Flows Select this check box only if you need to debug the workflows run by this server. This parameter can be enabled to debug the server using print statements. 000 emails per hour 100 chats per hour You can use these settings as a baseline to help you tune your own Avaya IC system.logfilesize 5 10.00 0 30 ComHub server Data server (for Voice contacts) Threads DB Connection Pool Size Request Handler Thread Pool Size Database Connection Timeout 45 45 10 IC Administration Volume 1: Servers & Domains May 2009 353 . Advanced property on the DataServer tab. For details.000 voice calls per hour 1. Note: Attribute server icmbridge. see Attribute server on page 206.000. Server Type/ Alias ADU servers Parameter Idle Time Value 600 Notes On the ADU tab. see ComHub server on page 217. On the ComHub tab. For details. see Data server on page 219. On the DataServer tab. see Configuration tab on page 61. For details. This should be slightly longer than the longest agent shift. For details.processthreads Icmbridge.Recommended server parameter settings The following table shows recommended server parameter settings if your call center has the following contact volume: ● ● ● 15. see ADU (Agent Data Unit) server on page 194. Enter these parameters on the server’s Configuration tab. Note: For information about setting Configuration tab parameters. 354 IC Administration Volume 1: Servers & Domains May 2009 . Advanced property on the DataServer tab. see Data server on page 219. Data server (for Chat tasks) DB Connection Pool Size Request Handler Thread Pool Size Database Connection Timeout EDU server (for Voice contacts) Idle Time No User Interval Random Kill Interval Scan Interval Max Active EDUs Allowed Assigns EDU server (for Email contacts) Idle Time No User Interval Random Kill Interval Scan Interval Max Active EDUs Allowed Assigns On the EDU tab.Server Type/ Alias Data server (for Email contacts) Parameter DB Connection Pool Size Request Handler Thread Pool Size Database Connection Timeout Value 30 45 10 30 15 10 90 120 120 3 8048 8192 120 120 120 3 50000 8192 120 120 120 3 50000 8192 Notes On the DataServer tab. see EDU (Electronic Data Unit) server on page 232. For details. On the DataServer tab. see EDU (Electronic Data Unit) server on page 232. see Data server on page 219. On the EDU tab. For details. For details. EDU server (for Web contacts) Idle Time No User Interval Random Kill Interval Scan Interval Max Active EDUs Allowed Assigns On the EDU tab. For details. see EDU (Electronic Data Unit) server on page 232. For details. Advanced property on the DataServer tab. For details. Report Server (for Email contacts) Database Writer Threads Request Handler Threads Enable Spooling TSA threadpool WAA threadpool 60 IC Administration Volume 1: Servers & Domains May 2009 355 . see TSA (Telephony Services Adaptor) server on page 322. see WAA (Web Advocate Adaptor) server on page 333. Enter this parameter on the server’s Configuration tab. see Report server on page 271.800 30 30 1. For details.800 5 10 selected 5 10 selected 60 Notes On the ICEmail tab. For details. Advanced property on the Analysis tab. see Email server on page 248. For details.Server Type/ Alias IC Email server Parameter Database Query Retries Maximum Messages Retrieved per POP3 Cycle POP3 Cycle wait time IC Server Retry Interval Analyze Flow Timeout Email Threads Processor Request Threads Outbound Email Flow Timeout Value 10 240 15 20 1. see Report server on page 271. Advanced properties on the Report tab. For details. Enter this parameter on the server’s Configuration tab. Report server (for Voice contacts) Database Writer Threads Request Handler Threads Enable Spooling Advanced properties on the Report tab. see Workflow server on page 345. Worker Threads Workflow server (for Analyzing contacts) Event Threads 64 40 Worker Threads Workflow server (for qualifying Email contacts) Workflow server (for Chat contacts) Event Threads 64 40 Worker Threads Event Threads 64 40 Worker Threads 64 Configuration Tool settings To set the appropriate web configuration settings: 1. Enter these parameters on the server’s Configuration tab.000 40 On the WorkFlow tab. see Workflow server on page 345. For details. Advance property on the WorkFlow tab. select Programs > Avaya Interaction Center 7. For details. For details. From the Windows Start menu. On the WorkFlow tab.Server Type/ Alias WebACD server Parameter Agent Timeout Value 300 Notes On the WACD tab. see Workflow server on page 345. For details.2 > Config Tool.000. 356 IC Administration Volume 1: Servers & Domains May 2009 . On the WorkFlow tab. see WebACD server on page 336. Advance property on the WorkFlow tab. see Workflow server on page 345. Advance property on the WorkFlow tab. QualifyFlowTimeout taskthreads LogDevice_File_maxnum LogDevice_File_maxsize Workflow server (for Voice contacts) Event Threads 1800 30 50 3. Advance property on the WorkFlow tab. For details. On the WorkFlow tab. IC Administration Volume 1: Servers & Domains May 2009 357 . Click Apply Settings. On the Web tab. Set the following parameters (which appear at the bottom of the Config Tool dialog box) as shown: ● ● Website JVM options: –Xms128m –Xmx512m ICM JVM options: –Xmx128m –Xmx512m 4. For details about the Configuration Tool. right-click and select Show Advanced Properties. 3. see IC Installation and Configuration.2. 358 IC Administration Volume 1: Servers & Domains May 2009 . guillemotleft Not sign Soft hyphen ® ¯ ° ± ² ³ ´ µ Registered trademark Macron accent Degree sign Plus or minus Superscript two Superscript three Acute accent Micro sign Character Code 0161 0162 0163 0164 0165 0166 0167 0168 0169 0170 0171 0172 0173 0174 0175 0176 0177 0178 0179 0180 0181 IC Administration Volume 1: Servers & Domains May 2009 359 .Appendix C: Typing special characters If you want to add one of the following special characters to a topic keyword or in a sample email. press and hold the ALT key and enter the associated four digit code on your numeric keypad: Character ¡ ¢ £ ¤ ¥ ¦ § ¨ © ª « ¬ Description Inverted exclamation Cent sign Pound sterling General currency sign Yen sign Broken vertical bar Section sign Umlaut (diaeresis) Copyright Feminine ordinal Left angle quote. tilde Capital A. dieresis or umlaut mark Capital Eth. circumflex accent Capital I. acute accent Capital E. dieresis or umlaut mark Capital I. grave accent Capital I. guillemotright Fraction one-fourth Fraction one-half Fraction three-fourths Inverted question mark Capital A. grave accent Capital A. Icelandic Character Code 0182 0183 0184 0185 0186 0187 0188 0189 0190 0191 0192 0193 0194 0195 0196 0197 0198 0199 0200 0201 0202 0203 0204 0205 0206 0207 0208 360 IC Administration Volume 1: Servers & Domains May 2009 . circumflex accent Capital E. grave accent Capital E. circumflex accent Capital A. cedilla Capital E. ring Capital AE dipthong (ligature) Capital C. acute accent Capital I.Character ¶ · ¸ ¹ º » ¼ ½ ¾ ¿ À Á Â Ã Ä Å Æ Ç È É Ê Ë Ì Í Î Ï Ð Description Paragraph sign Middle dot Cedilla Superscript one Masculine ordinal Right angle quote. acute accent Capital A. dieresis or umlaut mark Capital A. circumflex accent Small a. circumflex accent Capital U. slash Capital U. acute accent Capital THORN. grave accent Capital O. Icelandic Small sharp s. acute accent Capital U. dieresis or umlaut mark Multiply sign Capital O. ring Small ae dipthong (ligature) Small c. acute accent Small a. tilde Small a. grave accent Small a.Character Ñ Ò Ó Ô Õ Ö × Ø Ù Ú Û Ü Ý Þ ß à á â ã ä å æ ç è é ê ë Description Capital N. German (sz ligature) Small a. acute accent Small e. grave accent Small e. cedilla Small e. dieresis or umlaut mark Small a. circumflex accent Capital O. circumflex accent Small e. grave accent Capital U. dieresis or umlaut mark Character Code 0209 0210 0211 0212 0213 0214 0215 0216 0217 0218 0219 0220 0221 0222 0223 0224 0225 0226 0227 0228 0229 0230 0231 0232 0233 0234 0235 IC Administration Volume 1: Servers & Domains May 2009 361 . tilde Capital O. tilde Capital O. dieresis or umlaut mark Capital Y. acute accent Capital O. Icelandic Small y. dieresis or umlaut mark Division sign Small o. tilde Small o. grave accent Small i. dieresis or umlaut mark Small eth. Icelandic Small n. circumflex accent Small u. acute accent Small o. dieresis or umlaut mark Character Code 0236 0237 0238 0239 0240 0241 0242 0243 0244 0245 0246 0247 0248 0249 0250 0251 0252 0253 0254 0255 362 IC Administration Volume 1: Servers & Domains May 2009 . acute accent Small u. circumflex accent Small o. circumflex accent Small i. grave accent Small o. grave accent Small u. slash Small u. acute accent Small i.Character ì í î ï ð ñ ò ó ô õ ö ÷ ø ù ú û ü ý þ ÿ Description Small i. dieresis or umlaut mark Small y. tilde Small o. acute accent Small thorn. Appendix D: Troubleshooting This appendix presents some of the most common error conditions and messages that you might encounter while using the Avaya Interaction Center. This section includes the following topics: ● ● ● ● ● ● ● ● Additional troubleshooting information on page 364 General troubleshooting information on page 364 Avaya IC logging on page 366 Setting trace levels for an agent on page 376 IC Manager problems on page 377 IC Manager error messages on page 382 Server problems on page 389 Avaya Agent Web Client problems on page 398 IC Administration Volume 1: Servers & Domains May 2009 363 . there are several things you can do to gather general information that you can report to technical support. Troubleshooting information General Avaya IC troubleshooting and configuration issues Workflow and block issues Workflow server. including issues logging in Documentation IC Installation and Configuration Avaya IC Media Workflow Reference Avaya IC Workflow API Reference IC Installation and Configuration IC Business Advocate Configuration and Administration ● ● ● IC Installation and Configuration Avaya Agent User Guide Avaya Agent Web Client online help General troubleshooting information When you encounter a problem. The following table describes where you can find some additional troubleshooting information. Avaya Full Text Search Engine issues Business Advocate issues Agent desktop application issues.Additional troubleshooting information You can also find troubleshooting information in other Avaya IC documentation. For details. and Blender server issues. You need to determine what files are installed on your system and examine the activity and error logs for any events and alarms leading up to the problem. see: ● ● ● Acquiring system information on page 365 About activity and error logs on page 365 About debug levels on page 365 364 IC Administration Volume 1: Servers & Domains May 2009 . HTTP Connector server. For details. You can set the debug level for: ● ● Servers on the Debug tab in the Server Editor.Acquiring system information During troubleshooting you may need to know what files are installed on your machine. IC Manager on the Logging tab. see Setting IC Manager log levels on page 33. Enter MSINFO32. ● IC Administration Volume 1: Servers & Domains May 2009 365 . see Setting trace levels for an agent on page 376. perform the following procedure: 1. see Debug tab on page 62. 3. To facilitate determining which support files are installed. troubleshooting the problem can be greatly enhanced if the events and alarms leading up to the problem are available. Agents in the Agent Properties settings. For details about activity and error logs. see: ● ● ● About debug levels on page 365 Avaya IC logging on page 366 Interpreting log files on page 371 About debug levels The types of messages that the Avaya IC components write to the log files depends on the debug level set for each component. Select Run. About activity and error logs When a problem occurs in Avaya IC. Select the Start button. 2. For details. For details.EXE. Avaya IC logging The log files are usually in the IC_INSTALL_DIR\IC72\logs subdirectory. The following descriptions will provide a location if a log file is not located in the IC_INSTALL_DIR\IC72\ logs subdirectory. This section includes the following topics: ● ● ● ● ● Avaya IC server logs on page 366 Avaya Agent Web Client logs on page 366 Avaya Agent desktop client logs on page 370 IC Manager logs on page 370 Interpreting log files on page 371 Avaya IC server logs Log files are created for each server in Avaya IC. They can contain all events and alarms connected with the server. The file name is the <alias_name>.log, where alias_name is the name displayed in the Name column of the IC Manager. These logs are created in the server’s log directory. (For details on setting the log directory, see the appropriate server in the Appendix B: Server configuration reference on page 191. Avaya Agent Web Client logs This section describes the out of the box log files that are available when you install the Avaya Agent Web Client software. When you collect Avaya Agent Web Client log files for support personnel, you need to collect VESP log files, and Avaya Agent Web Client application log files. This section includes the following topics: ● ● ● ● ● ● Avaya Agent Web Client log customization on page 367 Avaya Agent Web Client log retention on page 367 Controlling Avaya Agent Web Client client-side logging on page 368 Avaya Agent Web Client installation logs on page 368 Avaya Agent Web Client application logs on page 368 VESP logs on page 369 366 IC Administration Volume 1: Servers & Domains May 2009 Avaya Agent Web Client log customization You can modify the log properties for an existing Avaya Agent Web Client application log or create a new Avaya Agent Web Client application log with the log4j.xml file on the Web Connector system. A default log4j.xml file is installed with every Avaya Agent Web Client deployment. If you are familiar with XML and log4j, you can modify the log4j.xml file to customize your Avaya Agent Web Client logging. For details about the Avaya Agent Web Client application logs, see Avaya Agent Web Client application logs on page 368. ! Important: Important: Avaya recommends that you do not modify any parameters other than log level for the default Avaya Agent Web Client application log files. Additional modification of the default log files could cause important troubleshooting information to be lost. You can edit the log level in the log4j.xml file to be trace, debug, info, warn, error, or fatal. The following example shows where you would change the log level for a particular log. <logger name="com.avaya.ic.presentation.GatewayFilter" additivity="false"> <level value="error"/> <appender-ref ref="DebugAppender"/> </logger> You can also create additional logs using the log4j.xml file. For details about modifying the log4j.xml file, go to http://logging.apache.org/log4j/1.2/index.html. If you only change the log levels in the log4j.xml file, you do not need to restart the Web Client Application server. For updating log4j changes, update the Java Application Bridge server in IC Manager. If you modify any other parameters in this file, you must restart the Web Client Application server. The Agent/Desktop/WebClient properties limit the log4j.xml file configuration. For details about the Agent/Desktop/WebClient properties, see IC Administration Volume 2: Agents, Customers, & Queues. Avaya Agent Web Client log retention By default, Avaya Agent Web Client logs are automatically deleted even if they are less than 90 days old. Log file retention depends on the frequency of log rollover and the space required for a given installation. You can estimate the disk space required and the log rollover frequency by looking at the log growth rate in a pre-production environment with a representative work load. The space required for log files and the time available for taking a backup before the logs rollover are both functions of the following variables: ● Number of concurrent agents. IC Administration Volume 1: Servers & Domains May 2009 367 ● The number of voice work items per hour, number of emails per hour, and the number of chats per hour received by an agent. Logging configuration in the Log4j file. For example, the log level provided, subsystems being logged, number of backup files before the log rolls over. ● Controlling Avaya Agent Web Client client-side logging Client-side logging is controlled through IC Manager by the Agent/Desktop/ WebClient.LogLevelClient property. Avaya Agent Web Client installation logs The Avaya Agent Web Client installation logs are located in IC_INSTALL_DIR/IC72/, where IC_INSTALL_DIR/IC72/ is the location where you installed the Avaya Agent Web Client software. The Avaya Agent Web Client software writes to the following logs during the installation: ● ● WebConnector_InstallLog icwinserversuite_InstallLog Avaya Agent Web Client application logs The Avaya Agent Web Client application logs are located in IC_INSTALL_DIR/IC72/ tomcat/logs, where AppServerRoot is the location where you installed the Web Connector software. These logs can be modified with the log4j.xml file. For details, see Avaya Agent Web Client log customization on page 367. The Avaya Agent Web Client application logs are: ● AvayaConfig.log This log captures the current Avaya Agent Web Client system configuration information. ● AvayaDebug.log This log contains all logging information generated by the Avaya Agent Web Client system. This log includes Trace, Debug, Info, Warning, Error, and Fatal messages. ● AvayaErrors.log This log contains all error messages generated by the Avaya Agent Web Client system. This log contains Warnings, Error, and Fatal messages. ● AvayaQueueSize.log This log contains information about internal Java queues. This log does not contain contact center queue data. 368 IC Administration Volume 1: Servers & Domains May 2009 ● AvayaAlarm.log This log contains all alarms generated by the Avaya Agent Web Client system and sends the alarms to IC Manager. VESP logs The VESP logs are located in IC_INSTALL_DIR\IC72\logs, where IC_INSTALL_DIR is the location where you installed the Avaya IC application. The VESP logs are: ServerName.log: ServerName is the name of your WAS system. This log contains information about outbound data requests and inbound responses between Avaya Agent Web Client and all Avaya IC servers except the Data Server. DCOBridge.log: This log contains information about outbound data requests and inbound responses between Avaya Agent Web Client and the Avaya IC Data Server. IC Administration Volume 1: Servers & Domains May 2009 369 Avaya Agent desktop client logs Log files are created for: ● Clients that communicate with Avaya IC through Avaya Agent. The filenames are vtel_<username>.log, ICAgentClient_<username>.log, ICAgentClient_<username>_AgentStatistics.log, and v<username>_vtel.log. For example, if the agent’s login ID is user1, then the client logs for that agent are named vtel_user1.log, ICAgentClient_user1.log, ICAgentClient_user1_AgentStatistics.log, and vuser1_vtel.log. Note: The Agent Statistics log is optional. If you do not see it, make sure that the AgentStatisticsLoggingEnabled property in the Agent/Desktop section is set to Yes. (For details, see IC Administration Volume 2: Agents, Customers, & Queues.) When the maximum log file size is reached, Avaya IC copies the existing file to ICAgentClient_<username>_AgentStatistics.log.old and continues logging in a new file. Note: ● Each session number associated with a user on the client machine. (A session number is a number created by Avaya IC to keep track of each user’s connection to the system.) The log file contains all events and alarms associated with this session, and it is called <loginID>.log. Web agent logs created in the IC_INSTALL_DIR\IC72\webagent\logs subdirectory. ● IC Manager logs A log file called General_<username>.log is created whenever IC Manager is started. The IC Manager log contains the following message categories: ● ● ● ● ● ● General messages Event messages Communications messages Utilities messages Data messages CtiNmi (toolkit communication) messages - While a user is logging in, IC Manager writes CtiNmi messages to CtiComm.log and Admin.log. - After the login process has completed, IC Manager writes CtiNmi messages to ICManager_<username>.log. 370 IC Administration Volume 1: Servers & Domains May 2009 Log files contain minimal information by default. For details about changing the amount of information that gets logged, see Setting IC Manager log levels on page 33. For an annotated example of a log file, see Interpreting log files on page 371. Interpreting log files Server and user log files contain a great deal of information. Interpreting them requires an understanding of how Avaya IC writes information to the log file. (Note that the IC Manager log file General.log is not written in this format.) The following annotated example shows how you interpret a log file. Log files begin with one or more blank lines and 5 dashes. ----- ------------------------------------------------------- Any information about the log itself is on a line starting with a dash (-). The first 5 characters tell you what kind of information is being given. Five dashes means the beginning of logging, and they are the first thing written when a server gets a log file opened. -UTC- 2001-07-19 13:07:22 UTC is the GMT (now called UTC) time when this was written. ? appears if the time is not known. -LTM- 2001-07-19 09:07 LTM is the local time when this was written. Seconds are left off because it is the same as UTC seconds. You can use these two fields, if present, to work out the offset from UTC time. ? appears if the local time is unknown. -LOG- f:/Avaya/IC72/logs/EXAMPLE.log LOG is the name of this log file. -VER- 9, MTT (7.2.0.305) Jul 19 2001 VER is the toolkit’s version number, toolkit name, and the build date. (The format of this date may vary based on the compiler being used.) -SYS- Win: 5.0:2195 Service Pack 2 The system the server is running on. -SEC- 1 SEC is the section number; each time the log wraps this is increased by one. -LCE- LCE is the locale of the system. After the group of headers that show a server starting, there are one or more blank lines that signal the end of headers. @20010719 13:07:22.465 #197 <ServerId> [X:\source\mttoolkit\mttoolkit.cpp@4991] EXAMPLE (ANI) 3a7713f0000000007f0000011f480002 (127.0.0.1 8008) 1, Server v1 The above is a very simple log entry. It is introduced by a line that starts with an @, and it continues for 0 or more lines that start with a space character. (In this case, there are two additional lines.) A log entry ends with a new line character. IC Administration Volume 1: Servers & Domains May 2009 371 After the @ is the year, month, and day in UTC, format yyyymmdd. The date is followed by the hour:minute:second.millisecond time in UTC. Hour, minute, and second are always two digits and milliseconds is always three digits. Note: Some systems cannot report time to the millisecond accurately, so if you see values that consistently make 10ms jumps, it probably means that the system clock only ticks once every 10ms, and you cannot get any better accuracy. Note: After the time is a field that starts with a # (in the above example it is #197). This number is the thread ID of the thread writing this log entry, in decimal. After the time and optional thread ID is the log entry’s name, enclosed in <> characters (in the above example this is <ServerId>). The name is limited to 63 characters and should not contain anything but upper and lower case letters and digits. IC Manager uses this name as part of subsequent log entries. Finally, in []’s, is the source code file name, an @, and the source code line number (in the above example this is [X:\source\mttoolkit\mttoolkit.cpp@4991]). The compiler provides these values, but it will usually contain the full path. (The format of this parameter will vary for Unix systems.) The two lines that follow are unique to the <ServerId> entry. They are alias (interface) uuid (ip port) server'sIver server'sVersionString Here's a more typical entry: @20010719 13:07:22.465 <RequestOut> [X:\source\mttoolkit\mttoolkit.cpp@3017] Text: [DS.GetFewRecords("","type=srv&UUID=3a7713f0000000007f0000011f480002",{1,0})] Source =3b56db8a000000007f0000011f480002 Session=3b56db8a000100007f0000011f480002 Request=3b56db8a000200007f0000011f480002 The header lists a RequestOut entry; this code is sending a request out to a destination. This takes a common form: lines that contain text that is complex but may be parsable are introduced with a tag and a colon; lines that introduce a single field are introduced by a tag and an equal sign. Spaces are permitted before the : or =. Many entries use this format, to simplify parsing. @20010719 13:07:22.495 <ReplyIn> [X:\source\mttoolkit\mttoolkit.cpp@1636] Text: [DS.GetFewRecords.response("","type=srv&UUID=3a7713f0000000007f0000011f480002",{1,1,{0 ,14, {"type","srv"},{"UUID","3a7713f0000000007f0000011f480002"},{"_dsg","{0,1,{\ "Default\",\"1\"}}"},{"alias","EXAMPLE"},{"configuration","{0,0}"}, {"creation_timestamp","2001-01-30 14:20:16"},{"executable","y:\\lib\\ mttool.exe"},{"group","Default"},{"home","F:\\Avaya\\IC72\\ etc"},{"key","7da"},{"name","ANI"},{"security","None"},{"servergroups","{0,1,{\ "Default\",\"1\"}}"},{"update_time","2001-07-10 14:52:20"}}})67108881] Session=3b56db8a000100007f0000011f480002 Request=3b56db8a000200007f0000011f480002 @20010719 13:07:22.495 <RequestOut> [X:\source\mttoolkit\mttoolkit.cpp@3017] Text: [ORBServer.obj_is_ready("3a7713f0000000007f0000011f480002")] Source =3b56db8a000000007f0000011f480002 Session=3b56db8a000100007f0000011f480002 Request=3b56db8a000300007f0000011f480002 @20010719 13:07:22.705 <ReplyIn> [X:\source\mttoolkit\mttoolkit.cpp@1636] 372 IC Administration Volume 1: Servers & Domains May 2009 Text: [ORBServer.obj_is_ready.response("3a7713f0000000007f0000011f480002")67108881] Session=3b56db8a000100007f0000011f480002 Request=3b56db8a000300007f0000011f480002 @20010719 13:07:28.103 <RequestIn> [X:\source\mttoolkit\mttoolkit.cpp@1950] Text: [#3a7713f0000000007f0000011f480002.Exit(0)][40] In an inbound request, you can see the CTX line, below, which contains loginid@domain, user security bits, cobject. CTX: Admin@Default, 2147483647, 3b56d87700010000c0a800641b580002 Source =3a7713f0000000007f0000011f480002 Session=3b56d87e000c0000c0a800641b580002 Request=3b56db9000000000c0a800641b580002 @20010719 13:07:28.103 <ReplyOut> [X:\source\mttoolkit\mttvnet.cpp@2484] Text: [#3a7713f0000000007f0000011f480002.Exit(0)][40] Source =3a7713f0000000007f0000011f480002 Session=3b56d87e000c0000c0a800641b580002 Request=3b56db9000000000c0a800641b580002 @20010719 13:07:28.303 <AllClear> [X:\source\mttoolkit\mttvnet.cpp@2336] !Shutdown finished Text that is not intended for parsers starts with a ! or a % @20010719 13:07:28.313 <Logout> [X:\source\mttoolkit\mttoolkit.cpp@1182] -END- 2001-07-19 13:07:28 If the log had wrapped, this would have been -NXT-, not -END-. But the application exited, so the END marker appears. Log files can end with one or more blank lines, to provide visual spacing if the server restarts and appends to this file again. Here is another example. In this one, ExpFailover and Timer have been turned on. -----UTC-LTM-LOG-VER-SEC------------------------------------------------------------------2001-07-19 20:15:54 2001-07-19 16:15 f:/Avaya/IC72/etc/EXAMPLE.log 9, MTT Jul 19 2001 1 @20010719 20:15:54.093 <ServerId> [X:\source\mttoolkit\mttoolkit.cpp@4990] EXAMPLE (ANI) 3a7713f0000000007f0000011f480002 (127.0.0.1 8008) 1, Server v1 @20010719 20:15:54.093 <FailoverExp> [X:\source\mttoolkit\mttoolkit.cpp@2370] !Possible destinations: 1 for 3b573ffa000200007f0000011f480002 (DS.GetFewRecords) using domain Default 1: 39c11fae000100007f0000011f410002 (0) By Alias (no other choices considered) The code has requested a DS.GetFewRecords. Failover Explanations have been turned on, so the code is explaining that it has only found one possible destination for the request because the given named matched an existing Alias, precluding other matches. Choices are listed as choicenumber: uuid (priority) reason... with a priority of (0) being highest (and reserved for exact matches). @20010719 20:15:54.093 <RequestOut> [X:\source\mttoolkit\mttoolkit.cpp@3016] Text: [DS.GetFewRecords("","type=srv&UUID=3a7713f0000000007f0000011f480002",{1,0})] Source =3b573ffa000000007f0000011f480002 Session=3b573ffa000100007f0000011f480002 Request=3b573ffa000200007f0000011f480002 @20010719 20:15:54.328 <ReplyIn> [X:\source\mttoolkit\mttoolkit.cpp@1635] IC Administration Volume 1: Servers & Domains May 2009 373 {"security".218 <RequestIn> [X:\source\mttoolkit\mttoolkit.obj_is_ready 67108881 @20010719 20:15:58."Default"}.{"group".{1."{0.{"alias".{"configuration".cpp@2484] Text: [#3a7713f0000000007f0000011f480002.exe"}. This is because the server was started by hand without being given the ORB Server’s UUID.{"creation_timestamp".421 <AllClear> [X:\source\mttoolkit\mttvnet."7da"}."2001-07-10 14:52:20"}}})67108881] Session=3b573ffa000100007f0000011f480002 Request=3b573ffa000200007f0000011f480002 @20010719 20:15:54.{"key"."2001-01-30 14:20:16"}.cpp@1949] Text: [#3a7713f0000000007f0000011f480002.Exit(0)][351] Source =3a7713f0000000007f0000011f480002 Session=3b56f4ee00020000877b19791b580002 Request=3b573ffe00000000877b19791b580002 @20010719 20:15:58.437 <Logout> [X:\source\mttoolkit\mttoolkit."3a7713f0000000007f0000011f480002"}.response("".{"executable".{"servergroups".531 <ElapsedTime> [X:\source\mttoolkit\mttoolkit. @20010719 20:15:54.{"update_time". 3b56f4e500010000877b19791b580002 Source =3a7713f0000000007f0000011f480002 Session=3b56f4ee00020000877b19791b580002 Request=3b573ffe00000000877b19791b580002 @20010719 20:15:58."ANI"}. so it is using the interface name instead.0}"}.{"type".GetFewRecords."{0.328 <FailoverExp> [X:\source\mttoolkit\mttoolkit.1.1."EXAMPLE"}."y:\\lib\\mttool.obj_is_ready("3a7713f0000000007f0000011f480002")] Source =3b573ffa000000007f0000011f480002 Session=3b573ffa000100007f0000011f480002 Request=3b573ffa000300007f0000011f480002 @20010719 20:15:54.obj_is_ready) using domain Default 1: 39c11fae000000007f0000011f400002 (1) By Interface name match In this example.{\ "Default\".GetFewRecords 67108881 The elapsed request timer has been turned on.2001-07-19 20:15:58 374 IC Administration Volume 1: Servers & Domains May 2009 . @20010719 20:15:54.cpp@1635] Text: [ORBServer.328 <RequestOut> [X:\source\mttoolkit\mttoolkit. so this gives timeInMS requestId requestName returnValue.cpp@2336] !Shutdown finished @20010719 20:15:58.cpp@3016] Text: [ORBServer."srv"}.{0 .{"_dsg".{"home". not by UUID.1.14.cpp@1181] -END.cpp@2370] !Possible destinations: 1 for 3b573ffa000300007f0000011f480002 (ORBServer. the request to the ORB server is going by name. which slowed it down considerably."{0."type=srv&UUID=3a7713f0000000007f0000011f480002".Text: [DS. 2147483647.531 <ReplyIn> [X:\source\mttoolkit\mttoolkit.328 <ElapsedTime> [X:\source\mttoolkit\mttoolkit.{\ "Default\"."F:\\ Avaya\\IC72\\ etc"}.Exit(0)][351] CTX: Admin@Default. Note that this request took an unusually long time.{"name".\"1\ "}}"}.cpp@3157] 203ms 3b573ffa000300007f0000011f480002 ORBServer.cpp@3157] 234ms 3b573ffa000200007f0000011f480002 DS."None"}. In this case it was because the DS was running in debug mode with a lot of internal logging turned on.{"UUID".response("3a7713f0000000007f0000011f480002")67108881] Session=3b573ffa000100007f0000011f480002 Request=3b573ffa000300007f0000011f480002 @20010719 20:15:54.obj_is_ready.218 <ReplyOut> [X:\source\mttoolkit\mttvnet.\"1\"}}"}. 2. select the Configuration tab. IC Administration Volume 1: Servers & Domains May 2009 375 . In the Server Editor dialog box. select the Configuration tab. 3. In IC Manager. To disable client connection logging: 1. select the IC Email server from the list of servers on the Server tab. 4. 2.1 5. Disabling client connection logging The following instructions assume that you have previously enabled client connection logging. Select OK. 4. In IC Manager. Select OK. 3. Enter: ● ● Name . In the Server Editor dialog box.Enabling client connection logging To enable client connection logging: 1. you do not need to take any steps to disable client connection logging. If you have not already done so. Select New.ClientConnectionsLogging Value . Change the value of the ClientConnectionsLogging parameter to 0. select the IC Email server from the list of servers on the Server tab. ● The following agent trace properties are for Avaya Agent: . 376 IC Administration Volume 1: Servers & Domains May 2009 . In the right pane.Setting trace levels for an agent To turn on agent trace IDL and flush for an agent: 1. 2. 3. Select OK to close the Agent Manager. 6.Agent/Desktop/WebClient.LogLevelServer ! Important: Important: Enabling lower levels of logging could result in performance degradation. Repeat this procedure as needed for the agent trace properties.LogLevelClient . 8. IC Manager displays the Agent Manager for the selected agent. Select OK. 5. scroll down and select the appropriate properties section. Select trace from the Property drop-down list.TraceLevel . Open IC Manager and select the Agent tab. In the Property Value field. enter idl. 7. In the Sections list. In the right pane. select the Create New Setting button.Agent/Desktop/WAC.Voice/Configuration. double-click the name of the agent that you want to monitor. IC Manager displays the Assign Properties dialog box.QUI/General. the Chat application may run out of memory if the log level is set to anything except 6-Fatal or 5-Error.DebugLevel ● The following agent trace properties are for Avaya Agent Web Client .trace . 4. Select the Properties tab. For example.flush. 10.Agent/Desktop/WebClient. 9. If you are in the Analysis mode. csh. select the Assign (-) button to return to Assign mode where you can assign properties to IC.IC Manager problems This section covers the following issues you might encounter while using IC Manager: ● ● ● ● ● ● ● ● ● Solaris telnet problems on page 377 Alarm Monitor does not pop up on page 377 Cannot assign properties to IC on page 377 Properties not displayed for an agent on page 378 Servers dying or failing to start on page 378 Servers failing without generating alarms on page 378 Server failover problems on page 379 Voice device deleting problems on page 380 Email templates are not displayed on page 381 Solaris telnet problems Problem If you start a Solaris ICM server and a Tomcat server from a telnet window. you will receive an ICM server stopped alarm in IC Manager. Cannot assign properties to IC When you try to assign properties to the IC environment. you cannot be in the Analysis (+) mode. close the Alarm Monitor window. Alarm Monitor does not pop up The Alarm Monitor window does not pop up when an alarm is raised. or bash. The solution is to use another shell . and exit telnet. IC Administration Volume 1: Servers & Domains May 2009 377 . Solution This alarm occurs only when you use the bourne shell. The process started from the shell is terminated when you exit the shell.ksh. Check to see of the Alarm Monitor has a minimized icon on the toolbar of this window. If so. Properties not displayed for an agent When you select the Properties tab at the Agent Editor. If you still cannot solve the problem. select Tools > Alarm Monitor and examine the information it contains. verify that the Alarm server is up and running. select the Analysis (+) button. To do so: 1. The reason for this is that the Property Editor only shows the properties that are assigned to a node in the Avaya IC environment. 2. there are no properties displayed for the agent. you need to manually assign IC Manager to monitor the alarms. To display all of the properties that are inherited by that node. 378 IC Administration Volume 1: Servers & Domains May 2009 . If the Alarm server is restarted while IC Manager is still running. contact Avaya Technical Support. Select the Alarm drop-down list in the Alarm Monitor window. Select the Alarm Monitor button on the lower right corner of the IC Manager main window to display the Alarm Monitor window. Servers dying or failing to start If the Avaya IC servers are stopping or can’t be started. Select Re-Monitor. Servers failing without generating alarms If you know that servers are failing and IC Manager is not notifying the Alarm Monitor. 3. a call is still outstanding and the error "Add Contact Error" appears. 9. Each of the attribute server groups have two failover domains assigned to them. Move each server back to the domain that you want to use as its second failover domain. 7. {"default". 8. 3. Commit your changes to the database. If the WAN is set up properly. you can select a functioning child Directory Server to be the new parent. Assign all of the servers that have the incorrect format to the test domain. Directory Server issues If the machine running the parent Directory Server suffers a catastrophic failure and is unable to recover for an extended period of time.imp file is now correct. The agent should manually transition back to Available state if this occurs. General failover issues If.2 {"site2unix". IC Administration Volume 1: Servers & Domains May 2009 379 . after failover recovery. 6. Blender.Server failover problems If your servers are not failing over to a secondary domain in the manner that you expect. Note which servers do not have the correct format and close the vesp. Verify that the vesp. 4. change/add agent properties. If the ADU. change failover settings. or Workflow servers were impacted by a failure. Start IC Manager and select Tools > Domains.imp file: 1. Save your changes. Create a new domain in the tree structure called test. first make sure that the WAN is correctly configured.imp file. the agents will go into AuxWork on the first call. change/add Avaya IC data sources. 2. The format of each server should be: attribute servergroups {0. and Avaya OA reports will be impacted. To restore administrative operations. 5. check the vesp. Select the Servers radio button. Avaya IC administrative operations such as add/delete/ update server configurations. perform a reset phones.imp file. "2"} If any server does not have the correct format in the vesp. "1"}. 5. Note: Avaya Agent instability During a failover scenario. the following problems occurs: ● ● A voice device different than the voice device you have selected is deleted After deleting a voice device. They should simply wait for a moment or two to give the system a chance to recover. Select OK. the software will fail over and recover its ability to function. In IC Manager. Switch To/ Retry dialog boxes may start popping up and the recovery of the Avaya Agent software may be threatened. Select Apply. In most cases. Voice device deleting problems Problem: If you have created voice devices with same queue IDs on different ACDs and if you try to delete a voice device. 4. double-click on the child Directory Server that you want to set as the parent server. Note: If the machine hosting the Directory Server encounters network failures while the machine is otherwise unaffected. In some cases. Make sure the value of Parent_Child_State is Parent and Database_State is ReadWrite. You should inform agents that whenever there has been a temporary outage of the system and they receive Switch To/Retry dialog boxes. IC Manager displays the Server Editor. 3.Note: Note: You should use this option only if the machine running the parent Directory Server is expected to be unavailable for a significant period of time. Select the Is Parent check box. but it is likely to be prone to hanging and further Switch To/Retry dialog boxes. Select the Advanced tab and select the ellipses button (. Select the Directory tab. When you change the parent to a child and select a new parent. the Avaya Agent will not even recover. 2. they should minimize the amount of clicking. 6. To change to a different parent Directory Server: 1. restart the Directory Server on that machine only after network problems are resolved to ensure that it is able to re-synchronize its information. 7. you cannot delete any other voice device 380 IC Administration Volume 1: Servers & Domains May 2009 .. this change is permanent and will not be automatically rolled back when the former parent Directory Server is re-enabled.) next to Server Status.. if an agent keeps clicking the mouse in the Avaya Agent. IC Administration Volume 1: Servers & Domains May 2009 381 . After that remove the temporary server from the default email cluster. Following are the reasons and their corresponding solutions: ● The password has changed for a user with which you have logged in to IC Manager. see the IC Installation and Configuration guide. ● Servers in the default email cluster are not running. You must create the required voice devices those were deleted incorrectly. ● Server in the default email cluster is deleted without removing them from the email cluster configuration. the email templates are not displayed for an Email account. see the IC Installation and Configuration guide. Solution: Configure the default email cluster in WebACD. ● Default email cluster is not configured for one of the WACD servers. For more information. For more information. You can configure the default email cluster in WebACD. Solution: Start the email servers in the default email cluster. Email templates are not displayed Problem: In IC Manager. you must refresh IC Manager by selecting Manager > Refresh. Alarm Monitor displays the Invalid Password alarm. Solution: Create a temporary email server and add it to the default email cluster. Solution: Logout from the IC Manager and re-login.Solution: After you delete a voice device. temp for Write on page 383 Cannot Request of DUStore (Losing ADUs) on page 383 Could Not Encode UUID on page 384 Error in F_Open_Direct_Connection on page 384 Failed to Initialize DB on page 384 Implementation Not Found on page 385 Lost Connection to the Database on page 385 No Listing for Home Server for that VDU on page 385 Server Communication Failed on page 385 [Service|Server] Not Available on page 386 Time Out on page 386 TS Service Is Not Available on page 386 Unable to Connect to Database on page 387 Unable to Create Agent on page 387 vesp.imp file not found on page 387 <WorkflowServerName>.Run Request Failed on page 387 Working directory is not set on page 388 382 IC Administration Volume 1: Servers & Domains May 2009 .IC Manager error messages This section covers the following IC Manager error messages: ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● Cannot Open ds. 2. 2. Select the DUStore server in the Server tab of the IC Manager window.Cannot Open ds. Cannot Request of DUStore (Losing ADUs) The system returns this alarm when you are losing ADUs: Cannot request of DUStore. IC Administration Volume 1: Servers & Domains May 2009 383 . 4.temp for write To resolve this problem. 4000300 (losing ADUs) This error is raised when you cannot store ADUs in the DUStore server. the server is not running and it needs to be started. Select the Advanced tab on the Server Editor dialog. To resolve this problem. IC Manager may not be able to display the seed data properly. Select the ADU server on the Server tab of the IC Manager window. If only the UUID is listed. Check the status information in the middle portion of this screen.temp file: Cannot open ds. To check the ADU server parameters: 1. 3. Select the Enable Persistence parameter if necessary. 3. If you encounter this error. first check to see if your ADU server has Persistence enabled. Select OK to save your changes.temp for Write The system returns this alarm while attempting to open the ds. To check the DUStore server status: 1. verify that the account that launches the Avaya IC environment has write privileges to the IC_INSTALL_DIR\IC72\etc directory. Then check to see if the DUStore server is running correctly. Select the ADU tab on the Server Editor dialog. . replace the IP address in the Host field with the fully qualified hostname (i. To resolve this issue. myhost. This is usually due to incorrect account information. Note: Failed to Initialize DB The system returns this alarm while attempting to connect to a database: Failed to initialize DB (DCO_InitializeConnections failed)!! This alarm is raised by the Directory Server when it cannot establish a connection to the database through the Data server.com). confirm that the database home that is specified in your database connection or Data server configuration points to a valid Oracle client installation running on the same machine as the Data server. Note: If the database home parameter is different in the database connection and the Data server configuration file. Error in F_Open_Direct_Connection The system returns one of these alarms when creating an Oracle database using Database Designer: Error in F_OPEN_DIRECT_CONNECTION:Error while trying to retrieve text for error ORA-12538 Database Error:In<login>Error while trying to retrieve text for error ORA-12514 To resolve this problem. 384 IC Administration Volume 1: Servers & Domains May 2009 . You should validate that this machine is correctly configured for your network. If you are unable to resolve the network issues. Avaya IC used the value specified in the Data server configuration.e. verify that the Data server is configured with the correct database user name and database password.acme. It may be that the server machine on which the primary ORB server is running is unable to perform a reverse resolution on the hostname.Could Not Encode UUID The system returns this alarm when creating an instance of a server in IC Manager: Could not encode UUID This alarm usually results from a network or domain name system problem when IC Manager is creating an instance of a server in the Avaya IC environment. pause a few seconds and retry the start attempt. If you are trying to refresh the server. Select the Directory Server in the Server tab of the main IC Manager window. If the problem persists. Re-instate the deleted EDU server. contact Avaya Technical Support. For assistance.Implementation Not Found The system returns this alarm while starting servers on IC Manager: Implementation Not Found This alarm is displayed if IC Manager or the servers have not received notification of a new server. Internal error. No Listing for Home Server for that VDU The message: USER:ffffffff:No listing for home server for that vdu indicates that an EDU server was deleted while it was still being used by the production Avaya IC environment. Select Manager > Update ORB Servers. If the problem continues. Lost Connection to the Database The system returns this alarm when you are trying to access a database: Error in f_select:Lost connection to the Database The system cannot connect to your database. Select Server > Update. you can update the Avaya IC environment: 1. examine the server and IC Manager error logs. Server Communication Failed. To solve this problem. Server Communication Failed This is a generic message that indicates a problem with the communication between servers. as described in About activity and error logs on page 365. wait a few minutes and try again. IC Administration Volume 1: Servers & Domains May 2009 385 . 2. 3. Confirm that the database is running and start it up if necessary. If you cannot stop the server through IC Manager.17. To use this utility: 1. If it is. To find possible reasons for this problem. 386 IC Administration Volume 1: Servers & Domains May 2009 . you may have to stop it and restart it. such as processexplorer or pskill from http://www.178 1 where 135. Time Out The system may return this error when communicating with a server: Time Out Ensure that the server is running. right-click the server in IC Manager and select Properties. If you need to find out the server’s executable name. you can use a third-party tool to kill the server process.[Service|Server] Not Available The system returns this alarm while starting servers on IC Manager: [Service|Server] Not Available This alarm is generally displayed when IC Manager is attempting to start up a server.123. This problem is typically related to incorrect configuration parameters entered for the server. Enter asai_test -m <switch_name> <signal_number> For example: asai_test -m 135. To resolve this problem.17. Go to C:\Program Files\Avaya\CVCT\CVLAN\utils 2. For details about the CVLan Client software. install the CVLan Client before starting the Definity Telephony server in IC Manager.sysinternals.123. The name is shown on the General tab. Testing the connection to a Definity switch Avaya provides a utility that tests the connection to a Definity switch. TS Service Is Not Available The system returns this alarm while attempting to start a Telephony server for a Definity switch: TS service is not available This alarm is raised because the system requires the installation of CVLan Client to successfully connect to a Definity switch.com.178 is the switch hostname and 1 is the signal number. see IC Installation Planning and Prerequisites. check the Alarm monitor and the server log files. check the Alarm Monitor for alarms from the Data server. you can copy it from some other machine (such as the machine running the primary Data server). You should also verify that this user is using a valid Avaya IC user name and password.Run request failed.Run Request Failed The system returns this alarm when starting the Blender server: <WorkflowServerName>. make sure that the Blender server is configuration to use the correct flowset.imp file not found If you see this message. If the file is missing. To resolve this problem.imp file not found Ensure that a vesp.Unable to Connect to Database The system returns this alarm while attempting to connect to a database: Unable to connect to database DCO_Initialize failed This alarm is raised by a server that requires database access. IC Administration Volume 1: Servers & Domains May 2009 387 . see Avaya IC Media Workflow Reference. For details about Blender flows. vesp. <WorkflowServerName>. If all of the IC Scripts are present. To fix this problem. server can’t start This alarm is displayed when the Blender server cannot start because a flow that is specified in its configuration was not found.imp file exists in the IC_INSTALL_DIR\IC72\etc directory. then none of the servers will be able to start: vesp.log log file for details. and that the flowset has been uploaded to the associated Workflow server. check the general_<username>. Unable to Create Agent The system returns this message when an agent attempts to log in: Unable to create agent Make sure that all of the IC Scripts have been pushed to the database. For details about setting the working directory. see Advanced agent settings on page 147. 100-014-1308-Error-Solution=The directory location that the working directory property points to is not accessible from the Application Server. Until that is fixed. 388 IC Administration Volume 1: Servers & Domains May 2009 . please contact your IC Administrator. the agent will see the following messages: 100-014-1308-Error=Email and chat channel have been disabled since the working directory is not accessible. the chat and email channel and other functionality such as agent resources that needs this location will not work correctly. Please logout and login again.Working directory is not set If the working directory is not set. If the problem persists. the Blender server will fail. An ADU timeout can cause problems. To fix this. the ADU for the agent will timeout.Server problems This section provides troubleshooting information for the following servers: ● ● ● ● ● ● ● ● ● ● ADU server problems on page 389 Blender server problems on page 389 Directory Server problems on page 390 EDU server problems on page 391 IC Email server problems on page 391 Notification server problems on page 393 Report server problems on page 396 TS Queue Statistics server problems on page 397 Workflow server problems on page 397 Telephony Server problems on page 398 ADU server problems If an agent is logged into an Avaya IC agent desktop application for longer than the idle time set in the ADU server. such as inconsistent data in Avaya OA reports and the inability to defer email contacts. make sure the ADU server is running and then restart the Blender server. Blender server problems If the ADU server is not available when the Blender server attempts to start. IC Administration Volume 1: Servers & Domains May 2009 389 . To avoid this issue. ensure that the idle time is always longer than a typical agent’s shift and that all agents log out of Avaya IC at the end of their shift. ds. Ensure that there is still room on the machine on which Avaya IC is installed. To do so: 1. ● If the directory is writable and there is still space on the machine. 5. If it says: ● ● ReadWrite. Make sure that the out of sync Directory Server is in a READWRITE state. IC Manager opens the Server Editor for that server.Directory Server problems For Directory Server failover problems. To do so: 1. On the Directory Server machine. Can’t open ds.tmp for write alarm If you see the alarm "Can't open ds. ReadOnly. see Directory Server issues on page 379. Select the ellipses (. stop and restart the Directory Server.": ● Ensure that IC_INSTALL_DIR\IC72\etc is writable by the owner of Directory Server process (dssrv).ffd and restart that Directory Server. 390 IC Administration Volume 1: Servers & Domains May 2009 . In the Backup field.tmp for write .. Select the Directory tab. Look at the Database_State parameter. 3. specify a file name and select Start to create the back up. On the Server tab in IC Manager. 3.ffd file is out of sync: ● ● Make sure that the parent Directory Server is up and running. 4. On the Server tab in IC Manager. Select OK to save the changes.ffd file is out of sync If the ds.ffd file does not exist. if the ds. rename the back up file you created above to ds. double-click on the Directory Server that is raising the alarm.. update the Directory Server. double-click on the out of sync Directory Server. make sure you manually back up your server configuration. 2. Select the Advanced tab.. 2.. 4.) next to Server Status. 2. Double-click on the Directory Server that is producing the alarm.log) records IC Email server activity. 4. If you are having problems accessing retired EDUs.. To do so: 1. it means that Avaya IC is trying unsuccessfully to associate an EDU with the EDU server to which it was assigned. 5. bring up a another machine with the same IP address as the old machine and run the EDU server on it (in effect. bring that same EDU server back up on different hardware). The following log files are stored in your IC_INSTALL_DIR\IC72\logs directory: ● The ICEmail server log (<ICEmailAlias>. make sure that the EDU server that originally handled the EDU is available. If it is not. first read the log files to determine the reason. you must re-instate the EDU server on the system. select the Server tab.going into readonly alarm If you frequently see the "going into readonly. 3. To fix this problem. Enter 180 in the Ping Timeout field. Select OK to save the setting. Select the Debug tab. IC Administration Volume 1: Servers & Domains May 2009 391 . Some of the information in this log file includes agents requesting a message. In IC Manager. IC Email server problems This section includes the following topics: ● ● Email logs on page 391 Agent becomes unavailable when email with large message body arrives on page 393 Email logs Email messages coming into the Avaya IC system are handled by the IC Email server. If the server does not work as expected. or changing their status. The EDU server that it is looking for was deleted and is still needed for production.. EDU server problems If you see the error message "USER: No listing for home server for that vdu" in the log file. replying to a message." alarm. Contact Avaya Technical Support for assistance. increase the ping timeout to 180 seconds. Tip: 392 IC Administration Volume 1: Servers & Domains May 2009 .log) records IC Email SMTP related activity. or use the automatic log rotation settings on the IC Email server’s Debug tab to archive your logs. use the Test Mail Account on all mail accounts to verify that your POP3 accounts are correctly set up. Note: This log is created only if you set the log Trace Level to 5. Note: You should delete log files periodically to prevent excessive use of disk space. Avaya IC creates new log files the next time a logged event takes place. Some of the information in this log file includes detailed communication between ICEmail and SMTP servers.● The ICEmail SMTP log (<ICEmailAlias>_smtp. Tip: If mail is not coming into the IC Email server at all. Data server. Notification server problems The first thing is to verify that all the necessary processes are up and running. To avoid degradation of system performance. Configure your POP3 server to send excessively large emails to a separate email account for review.Agent becomes unavailable when email with large message body arrives Avaya IC does not provide any built in protection against excessively large email messages. The agent who receives the email may become unavailable until the email is removed from the queue. Depending on where the error occurs. configure the Agent/Desktop/Email. ● ● IC Administration Volume 1: Servers & Domains May 2009 393 . If an excessively large email message arrives. To insure proper operation. the Avaya application’s error log may also be helpful. Paths and other settings specified for the Notification server are valid. configure your POP3 server so that it does not route excessively large email messages into the Avaya IC system. Data server process date and time should be close to the Notification server process date and time. Polling Interval for the Notification server is not set to 0 (zero) in IC Manager. Data server is up and running by checking its status in IC Manager. system performance can degrade.RONATimeout agent property appropriately based on your email handling needs. Avaya recommends that you do the following: 1. ● ● ● Logging When searching for errors: ● Notification server. and database vendor's server logs may all show error conditions. Windows Event Viewer shows possibly-related events. 2. To avoid an impact on an agent. Make sure that the: ● ● The Notification server running by checking its status in IC Manager. Check the Notification server log to see if Notification server is running and/or polling.) Check the Notification focus in one of the applications to ensure that the escalations and actions are configured correctly. In the Avaya client. (For information about agent roles. Email sent from the application. see IC Administration Volume 2: Agents. . the qw_when dates should be for current or future dates only as events are removed from this table once they’re fired. and Group Members all exist and are properly configured.) ● ● ● In the Avaya client.If you are using MAPI. Error or Warning messages will appear in the log if the records had a problem from the application side. (For details about setting the Data Query Log Level. open the Outlook profile that the Notification server is using and check the Sent folder.Debugging steps for failed escalations and actions If escalations and actions are not firing properly: ● Make sure that all recipients have the Support role enabled. domain name. increase the Data Query Log Level to 3 and resubmit the request. If so. enable Show SQL and reproduce the steps that trigger the escalation or action to see if INSERT into qw_events occurs. The smtp. see Notification server on page 260. ensure that the MAPI profile name matches the login name used by the Notification server. check the IC Email server name. see IC Database Designer Application Reference). Only agents with this role can receive notifications. Customers. & Queues .If you are using SMTP. Check if qw_events table has any records. and if the event records are being processed correctly. uses the name of the application as the sender. and default email sender name. If it says it sent the email but the email did not actually arrive. If it did not send successfully. There must also be an email address defined in your email system that matches the login name/profile name as well as for the name of the application. you can check the Notification server log to see whether the server claims to have sent the email. Owners. If not. ● ● ● 394 IC Administration Volume 1: Servers & Domains May 2009 . in the form of escalations or scheduled reports. enable the Script Debugger to verify that ScheduleEscalations or RunActions are activated (For details. Check that client MAPI or SMTP email sent through Notification server succeeded: .log file in the Temp directory will have a record of whether or not the SMTP server accepted the email. Use IC Manager to confirm that the Workgroups. notifymetho d values Incorrect workgroup. The workgroup table was incorrectly set up. or an invalid key was inserted when the event was scheduled.loginname values Incorrect employee. The employee record corresponding to the groupmember has been deleted. The employee table was incorrectly set up. The corresponding workgroup record has no groupmember record linked to it having tier equal to that specified in qw_events.fax values Incorrect employee. Check the workgroup table using the Administration Focus. Invalid workgroupkey value Invalid or missing groupmember records Incorrect workgroup. Check the employee table using the Administration Focus. Check the groupmember table and the tier specified in the escalation table using the Administration Focus. The workgroup table was incorrectly set up. The employee table was incorrectly set up. The employee table was incorrectly set up. Check that events are being scheduled with a valid workgroupkey in the update triggers. Check the groupmember table using the Administration Focus. Check the groupmember table using the Administration Focus.tier. The corresponding workgroup record has been deleted.If escalations trigger but no messages are received. Check the employee table using the Administration Focus. The employee table was incorrectly set up. or an invalid key was inserted when the event was scheduled.notificatio naddr values Incorrect groupmember. The groupmember table was incorrectly set up. Check the employee table using the Administration Focus.notifymet hod values Missing employee record Incorrect employee.email values Incorrect employee. Check the workgroup table using the Administration Focus. What to do Check that events are being scheduled with a valid employeekey in the update triggers. check the following: Reason Invalid employeekey value Possible Cause The corresponding employee record has been deleted.pager values IC Administration Volume 1: Servers & Domains May 2009 395 . Check the employee table using the Administration Focus. ● ● 396 IC Administration Volume 1: Servers & Domains May 2009 . 4.bad for each issue to the directory listed in the Persist Directory parameter. see below.) button next to the Server Status field. the database is unavailable. IC Manager displays the status of the Report server. such as the database table being locked because some other application was using it or such as the transaction log being overloaded. look at the Events Failed to be Written (Since Start) field near the bottom of the list. There are data issues because some columns are not correctly mapped in the EDU. Requests in the bad file are formatted as "<name>"=<value>. Select the Ellipses (. see Specifying what data the Report server collects on page 163. If. 3. it maps that request to the database.Report server problems To check the status of the Report server: 1.) The data only needs to be changed slightly. for some reason. you can resubmit the request by changing the name of the file to <EDUID>. If there are issues. If: ● It is something temporary. On the Server tab in IC Manager. the Report server saves the request to a file called <EDUID>.fix files it finds in the persist directory.fix. (For details. the Report server will have written a file named <EDUID>. you can modify the <EDUID>. The Report server automatically executes the commands in all <EDUID>.bad in the Report server’s persist directory. you may need to modify the mapping rules..fix. Select the Advanced tab. 2. For information about fixing these problems. Each bad file also includes all log information related to this request so that you can troubleshoot the issue without needing to reference the complete Report server log.. ADU and EDU request problems When the Report server receives an EventsIn request from either an ADU or an EDU server. double-click the Report server whose status you want to see. You can use the log information to determine where the problem occurred. To see how many ADU and EDU requests have failed since the server started.bad file and rename it as <EDUID>. The Report server will read the corrected file and process it again. Avaya recommends setting this value to 1 if the Report server logs more than 10 failed requests per week.exe) are still running. you can increase retrycount parameter.<integer number> where the Value is the number of times you want the Report server to retry a request. The server could not start the workflow. In the Server Editor dialog box.exe and NBNmSrvc. IC Administration Volume 1: Servers & Domains May 2009 397 . make sure that any workflows designated as synchronous startup flows are loaded into the database and are running correctly. 4. or could not load it from the database. The workflow does not finish quickly enough.retrycount Value . you cannot restart the server if either of the TS Queue Statistics server services (tsqs_rti. Select OK. and the Workflow server times out. 2. Select OK. The workflow encounters any exception during execution. 3. 6. Enter: ● ● Name . TS Queue Statistics server problems If the TS Queue Statistics server for Nortel Symposium crashes on Windows. The Workflow server will exit if it encounters any of the following situations while running a workflow from the synchronous startup list: ● ● ● ● The server could not find the workflow. Select New. Workflow server problems If the Workflow server does not start successfully. 5. To do so: 1. select the Configuration tab. Double-click the Report server in the Server tab of IC Manager.If you want the Report server to automatically retry submitting a failed EDU or ADU request. Telephony Server problems An agent must have the same site as the Telephony server to which the agent is assigned. Then remember to change it back. For information about how to customize Avaya Agent Web Client. see Avaya Agent Web Client Customization. Change one of the values that the TS does monitor such as queue on the voice form in addition to also changing the site membership. As a result. If the agent site does not match. the Telephony server does not receive a change event. the agent receives a "not in local directory" error and cannot receive voice contacts from the Telephony server. and you change the agent site after you assign the agent to a Telephony server. This section includes the following topics: ● ● ● ● ● Troubleshooting general Avaya Agent Web Client issues on page 399 Troubleshooting the Java Application Bridge on page 400 Troubleshooting agent issues with the Java Application Bridge on page 401 Troubleshooting agent login issues on page 402 Logging for Avaya Agent Web Client on page 403 398 IC Administration Volume 1: Servers & Domains May 2009 . Avaya Agent Web Client problems This section contains problems you may encounter with Avaya Agent Web Client. All channels display an hourglass and after a few seconds the "network loss connection" message box appears. as described in IC Installation and Configuration.Troubleshooting general Avaya Agent Web Client issues The following table contains some problems you may encounter with Avaya Agent Web Client. Automation Server cannot create object" For Solaris or AIX.sh script. you must stop and restart the Web Client server for Avaya Agent Web Client. For details. this problem occurs because the working directory property was not set to a valid directory. Java Application Bridge does not start on Solaris or AIX. Avaya Agent Web Client does not function correctly if default shell is changed after installing Avaya Agent Web Client software. Avaya Agent Web Client displays the following message: "Maybe security settings are too high. For details. configure the security settings in the Internet Options of Internet Explorer as described in IC Installation and Configuration. When agent receives a contact. but never becomes available. IC Administration Volume 1: Servers & Domains May 2009 399 . . Verify that you started the Web Client Application server and application for Avaya Agent Web Client with the aawclient. Recommended Solution Typically. On the agent machine. Customers. see IC Installation and Configuration. see IC Administration Volume 2: Agents. Problem Avaya Agent Web Client appears to start. & Queues. If you change the default shell. the Java Application Bridge fails to start because it is in the wrong domain. then attempt to refresh the Address Book again. Description Typically. Wait a short period of time. verify that the Web Client server that hosts Avaya Agent Web Client is up and running. If the refresh fails again.log Identifies a problem with the an entry in the UNC to UNIX Path Mapping table. then: 1. 2. If necessary. Problem Java Application Bridge does not start. One or more of UNC to Unix path mappings are invalid and have been ignored. see Java Application Bridge server on page 252. 2. or the Web Client server is not up and running. Restart the Web Client application server for Avaya Agent Web Client. Verify all of the entries in the UNC to UNIX Path Mapping field. Identifies a problem with the an entry in the UNC to UNIX Path Mapping table. After refreshing Java Application Bridge.log ● DCOBridge_<username>. Correct the invalid entries in the UNIX Path column of the UNC to UNIX Path Mapping field. ● There are no network issues. a refresh of the Address Book fails for the following reasons: ● Database failure ● Slow response from database ● Network problems One or more of the UNIX paths are not accessible. Correct the entry in the UNIX Path column of the UNC to UNIX Path Mapping field. do the following: 1. check the logs and verify that: ● The database is up and running. Recommended Solution Verify that the Java Application Bridge is in an Avaya IC User domain and that domain has the correct failover path. Verify that all UNIX paths are accessible from the system that hosts the Web Connector. 400 IC Administration Volume 1: Servers & Domains May 2009 . For details. If the Java Application Bridge is in the correct domain. so some attachments might not be accessible Alarm is generated if the Web Client Application server cannot access a UNIX path. so some attachments might not be accessible Alarm is generated if the Web Client application server finds invalid entries in the UNC to UNIX Path Mapping field.log ● AvayaErrors. Restart the Web Client Application server for Avaya Agent Web Client. Check the following logs for messages: ● AvayaDebug.Troubleshooting the Java Application Bridge The following table contains problems you may encounter with the Java Application Bridge. see the following messages in Alarm Monitor: ● ● Refresh on Address Book cache failed Refresh on Address Book filter failed Typically. 4. an agent sees the following message: Failed To Schedule Address Book Refresh This error message typically occurs because the Refresh button was pressed before the previous refresh was completed. Problem Agent cannot log in to Avaya Agent Web Client. 2. Select the JavaAppBridge tab. then the Web Client Application server that hosts Avaya Agent Web Client has a problem with resources. 2. close and re-open the Server Editor for the Java Application Bridge. To refresh the Agent List and confirm that the agent is logged out. Wait several minutes. This error message typically occurs because the Java Application Bridge cannot schedule a refresh. If the second attempt fails. Review the list to see whether the agent is still logged in to the application server. Click OK in the Success message. In IC Manager. If the agent still displays in the list.Troubleshooting agent issues with the Java Application Bridge The following table contains problems agents might encounter with the Java Application Bridge. Wait until the status bar in Avaya Agent Web Client displays a message with the results of the previous refresh. Description Agent lost connectivity to Avaya Agent Web Client and appeared to be logged out. Refresh the Address Book again. 3. select Agent > Force Logout. double-click the Java Application Bridge. If an agent sees this message. then try to refresh the Address Book. the agent should: 1. 2. Select the Ellipsis (…)button next to Agent List. When attempting to refresh Address Book in Avaya Agent Web Client. the agent should: 1. Avaya Agent Web Client displays a logout notification message on the agent machine. 6. IC Administration Volume 1: Servers & Domains May 2009 401 . Recommended Solution Verify that the agent was completely logged out of the Web Client application server: 1. 5. If an agent sees this message. an agent sees the following message: Address Book Refresh Request Already Pending When attempting to refresh Address Book in Avaya Agent Web Client. you cannot access the start page for Avaya Agent Web Client without including the port in the URL. Recommended Solution Verify that you have completed all of the prerequisites for the agent machine. This problem can occur if Avaya Agent Web Client cannot locate the required DLL file. Verify that the environment or system variable is set correctly. ● Verify that the proxy and security settings in the browser have been configured correctly. . The Web Connector is hosted on a Windows or Solaris system. ensure that the Website for the Avaya Agent Web Client log in page in the Trusted Sites list for Internet Explorer. For example. You cannot log in to Avaya Agent Web Client and the systemout log contains DCO bridge errors. the environment variable should be set to C:\Program Files\Avaya\IC72 For Solaris and AIX. Additional troubleshooting information is available in the Avaya Agent Web Client online help. For details. verify that you started the Web Client application server and application for Avaya Agent Web Client with the aawcclient.Troubleshooting agent login issues The following table contains some problems you may encounter when an agent logs in to Avaya Agent Web Client. verify that the AVAYA_IC72_HOME environment variable is correctly set to IC_INSTALL_DIR\IC72\ For example. This problem can occur if the HTTP Web server is configured. For Windows. see IC Installation and Configuration.sh script. 402 IC Administration Volume 1: Servers & Domains May 2009 . if you installed in the default directory. Problem The Web browser acts strangely when you attempt to open Avaya Agent Web Client. as described in IC Installation and Configuration ● Make sure Sun java plugin was chosen as default in the browser and Microsoft JVM is un-checked. Logging for Avaya Agent Web Client The following table contains information about logging for Avaya Agent Web Client. as described in IC Installation and Configuration.LogLevelServer For the log4j loglevel: ● In the log4j. verify that the value of the following agent property is set to avaya_agent: Agent/Desktop/WebClient/Template. ● Set the value of loglevel to trace or debug.LogLevelClient For procedures. ● Redeploy the application WAR file. see IC Installation and Configuration. A typographical error in the name or the value of any of these settings can stop you from logging in to Avaya Agent Web Client. set the value of the following agent property to the desired level (trace or debug): Agent/Desktop/WebClient. but remains frozen. 2. Recommended Solution 1. Changing the log level for: ● Avaya Agent Web Client IC Administration Volume 1: Servers & Domains May 2009 403 . Problem Changing the log level on browser? Recommended Solution In IC Manager. For details. ● Save the log4j. Customers. If your network includes a proxy server. see IC Installation and Configuration.Problem The Avaya Agent Web Client start page returns an error when you attempt to log in. The LogLevelServer agent property and the log4j loglevel work together. navigate to the loglevel entry below the root element. see IC Administration Volume 2: Agents.xml file. set the value of the following agent property to the desired level (trace or debug): Agent/Desktop/WebClient. In IC Manager. You must update both of these items to get desired level of logging. For details. & Queues.xml file. Avaya Agent Web Client opens after you log in. . For the LogLevelServer property: ● In IC Manager. verify that the proxy settings in the Avaya Agent Web Client runtime settings are correct. Verify that the names and values of the Avaya Agent Web Client runtime settings are correct. 404 IC Administration Volume 1: Servers & Domains May 2009 . . . . . . . . . . alarms . . . . . Agent_Search table . . definition . . . . . 123 . . agent activity. . . . . 208 . . . . . . . . . . autoresponse templates. . . . email format. re-establishing monitoring . beep on alarm . 45 . . . . . defined . . . . . . . . . . . . . . Avaya Agent resetting system time zone . . . . . . . 55 . . . . . . . . . Auto Load for servers . . . . . . . . . . . . . . . . . . .118. . . . . . . . . . . . . 107 . . . alias name for a server . . . . . . Avaya Agent Web Client troubleshooting . . . . . . . failover information . . . . . 194 . . . . . . 112 . . . . . . . . . . . . . . . 137 . . . . . . . . . . . autoresponse loop detection template example . . . . . . . . . . . . . . . . . . . . 21 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . approval process approval queue . . . . . . . . Autostart. . . . . . . . . . . . 29 . defined . . . . . . . . . . 59 . . . . . . . . . . . . . . . . admin default account . . . . . 95 104 . . Automatic update option . . . . . . 87 . . . . . . . . changing configuration records . 55 . . Agentname macro . . . . . . . environment setting . . . . . . . . . . . . . . . . . . . . . 30 . . . . . . . . . . . . . associating samples with topic nodes . . . . . . . . . . . . . . . . . . . . . for servers . 55 . 51 . . 93 54 53 92 87 93 60 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 B backup the directory server . . . general . . . . . . . . . Attribute server configuration parameters . . . . . . approval workgroup . . 136 . . 65 . . . 207 . . . . . . . . . 161 . . . . . Avaya Interaction Center. . setting up . . . . . . . . . . . . . . . . . . viewing . . administration server for Content Analyzer . 206 . 212 . . . . . . . . . . 35 . . . defined . . . . . . . . . . . . . . . Alarm server configuration parameters . 55 . . . . . . . . . Alarm Monitor . . . . . . . . . . . 108 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400 . . . . . . . 64 . . acquiring system information . 55 . . . . . . . . . . analyze flow . . . . . . 394 . . . . . . Add Samples tab . . . . Blender server configuration parameters. 202 . . . 53 IC Administration Volume 1: Servers & Domains May 2009 405 . . . . 36 . . . . 365 . the Admin password . . . . . . . . . . . . troubleshooting . . . . . . . . . overview . . . . 35 . 113 . 36 . . . . . . . . . . . servers to domains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Index auto response loop . . . . . . . . . . . . . . . . 35. . . . . . . . . autoresponse threshold . adding email filters . . . answered status . . . . . . . . . . . . 34 C CA server configuration parameters. . . . . . . . . . . . . . . . troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . actions. . . . . . . . . . . . . . . . . . . . . . bounced message email address browser. . . . . . . . . . . . . . . . . 51 . . . . . . . . . . . . . . Auto Sort. . . . . . . 36 . . . . . 249 . . . . . . . . . . . . . . . . . . . . . . . 36 . . . . . . . . . . . . . . . . . . . . . . . . . . bold . . . 21 . . . . . . . . . . . . . . . . 214 . CAAdmin server configuration parameters. 214 . . . . . . . . . . . . . 106 . . . . . . . . . . . . . . . . . . . . . . 104 . . . . . . 94 . Cache button . . . . . . . . 45 . . . . . . filter duplicate . logging in . . . . . . . . . . . . ICM bridge . . . . . . . implementing structure. . . . . . . . . . defined . . . . . . . . . . . . . . 19 . . Avaya IC determining structure . . . . . . . . . . . defined . . . . . . . . . . servers . . . . new configuration records . . . . . . . . . . . . . . . . . 119 . 377 . . . . . . . 90 . . . . . . . . . . . . assigning agents to domains . . . . . . . . . 19 . . . CAServer configuration parameters. . . . . . . . . 55 . . . . . . 212 . See Avaya IC avoid auto response loop . . . 398 399 403 402 . logging . . . . . . . . . . 21 . . . . . . . . . . . agents assigning to a domain . . defined . . ADU server configuration parameters . . . A AcdName table . . . troubleshooting . . . . . . . . . . . . . . . channels . . . . . . . . . . . . . . . . . . . . . . . . 71 44. operational server for . . . . . . . . . samples . . . . . . . . . creation rules creating . . . . . . . debugging. . . . . . . defined . . . . . . . . . . . . . . . . . 25 . . . . . . . . . . . . Knowledge Bases . . . . . . primary . . . . . . . . . . . . . 67. . . . . 160 . error logs for . . . . . . . . . . . . . customers viewing contacts for . . . . . . . . . . . . . debug levels for ComHub server . . . . . 248 . . saving . chat logs. . . . . . . . . . . . . . . . . . . . Chat table folder . . . . . sample sets . Contact Explorer focus about . . . . . . . . . 167. configuring Email server . . . . . . . . Creation Rules tab . . . . . . . . 55. . . 206 . . . . . . . . . . . . . . . . . . . . 62 365 . . . . . . . . . . . setting for IC Manager . . . . 32 . . . . . . . . . . . . . . . . . . . . servers . 161 . . . . . approval queue . . . sites . . new configuration records . . . for WebACD server . . configuration settings. . . . . . . . . . . . . . . overriding default Chinese characters. . . . . . . . . . . . . 112 139 156 . . . . 32 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . mapping information for IC Repository . . default admin account . . . 61 . . . domain information . . . 84 142 . . . . . 65. . . . . . . . . . 32 . . . . . . . . . . . . . . . . . . . 113 copying servers . viewing historical . . . . . . . . . basic interface . 172 . . . . 24 . . . . . . . . 191-?? . . . . . . for servers . . . . . . 163. . . 209 . . . . . . . . . . . . . . . . . . Configuration tab . . . . . Contact group . 248 . 45. . . . . . . . . . . . 111 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114 . . container . . . . Data server configuration parameters. entering . 101 . . . . . . configuration parameters . . . . . . . . . topic nodes . . . . 163 . . . . . . IC Repository . . . . . . . . 129 . . . . . . . 36 . . . . codes for special characters . . . . . . . . . . . . contacts retrieving by answer time . . . 161 . . . connections . . . . . . . . . 46. . 212 . defined . . . . . . . . . . . . . . . . . . . . CIRS alarm if not found . . . . . . . . . . . . . . . 19 406 IC Administration Volume 1: Servers & Domains May 2009 . . . . . . . . Contact Explorer tab Contact tab Contact . . . . . . . . . . . . for IC Email server. . . . . . . . 32 . . . . . . . . . . . . . using. . . . . . . 153 . . . . . . . . . 25 . . . 113 . topic trees . 112 . . 55 . . . columns sorting and resizing . . . . . 55 . . . . . . . . . . . . . . . . . . . . . . . a sample database . . . . . . checking for email. . . . copy sample sets . . . 61. . client login flow . . . . . . . . . . . 161 . . . secondary . . . . . 32 . . . . . . . . . . . . . modifying . . . 170 . . . . . . . . . . . . . topic trees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 132 . . 20 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 . . adding new records . . . . email template folders . . . 190. . . . sample sets from existing sets servers . . . . . . . . . 217 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 . . . . . . . . 133 . . . . . 28 . . . . . cluster definition . . . . . . . . commands newcall. 32 76. . . . 170 . . . . . creating a list of samples . . Control+click . . . . . . . . . . . . viewing details of . . . . . . . . . . . . . deleting records . . . . . . . . overview . . . . . . customizing IC Manager . . . . . . . . . . . . . . . . . . creationrules table . . . . . . . . . . . . . 327 . . . . . . . . . . . . . 71 . . . . . . templates . . . . . . . . . . . . . . 359 . 160 . . Date macro . . . 128 . . 131 . . . . . . . . . . . . . data sources . . . . . 33 . . . . . . . . . . . . . . . . . 137 135 108 . . . . . . . . . . . . . . . . . 114 . . . . . . . . . 219 . . . . . . . . . . editing records . 162 . . . . . . . . . Commit option for servers . . properties table . . . . . . 161 . . Debug tab . . database connections. . . . . . . .servers . . . . . . . . . . . . 65 . . . . . . . . . . . . . . . setting up . . concurrent administration . . . . . . . . . . . . . . . . 114-125 . . . . . 218 251 . . . . . . . . . 168 D Data Connector server connecting to . . . . . . . . . . . 161 . . . . . . . . 65 . default properties . . . clearing alarms . . DataWake . . . . . . . . 71 . . . . . . . . . . . . . . . . 62 341 . . . . ComHub server configuration parameters . . . . . . . . . database connecting to . . . . . . . . . . . . . . . . . . . 32 . . . . . . . . . . . . 90 . . . . . . . . . . 214 . . . . . . . . . . . . . . . . . . . . 135 . . . 170 . . 127 . . . . 21 . . 133 . . . . . . . . . . . . Content Analyzer administration server for . . 162 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . definition Avaya IC terms . . . . 28 . . . . . . . . . retrieving records from IC Repository . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . domain information. . . . . sample set . . . . 34 F failover . . . . . . . . . . . . . .failover . . . . . . . . . synchronizing multiple . . . . . . . . . . . assigning agents to . . . . . . . . . 56 . . . . . . . 56 email services . . 94 Email Management approval process . . . . . . . . . 113 . . . . . . . . . . . . . . . . . . . . 106 auto response loop avoidance . . . . 365 sample sets . . 56 Event Collector server configuration parameters. . . . . . . . . 134 . . . . . . . . . 240 defined . . . . . . . . . 95 email accounts . . . . . . . . . . troubleshooting for . . . 59 . . . 34 error logs examining. . . . . . . . . 104 email formats HTML . servers . . . . . . . . . . . . . . . . . . . defined . . . . . . . . . . . . . . . 56 . . . . . . 79 email template administration . . 98 adding . . . 146 . . 146 . . . . . 98 bounced messages . . . . . . Domain Manager screenshot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371 error messages IC Manager . definition . . . . . . . . . . . . . . . . . 231 . . . . . device approval queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155 existing sample sets. . . . . . . . . 59 . deleting servers from . . . . . . . . . . . . . . . . . . . . . . . . . 229 . . 94 formatting . server failover . . . . . . . . 71 . . . . . . . . . . . . . . . . . . . . . . 231 . . . . . . . . . . . . topic nodes . . . . . . . . . . . . . . . . . . . . . . 227 . . . . . . . . . . . . . environment setting. . . . . . . . . setting up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 environment information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 EventCollector server configuration parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 366 . . . . 240 EventCollectorBridge server configuration parameters. 46 IC Administration Volume 1: Servers & Domains May 2009 407 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . DUStore server configuration parameters . . sample sets . . . . . . . . 382-387 Notification server . . . . . email templates . . . . . . . . . . . . . . . 30 . . . . . . . . . . . . . definition of . . delaying updates to . . . 93 Email server about . . defined . . . . . 94. . . . . . . . . . . . . . . . . . 231 . . . . . . 76 E EAI Email server configuration parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243 examining error logs . . . . . . . . . . . . IC Manager main window . . . . . . . . . . . . . . . . . . . . . 136 . . . . . . . . . . . . . domain adding servers to . . . . . . . . . . . . . . . . . . . . 41 . . . . . directory changing server information in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365 interpreting . . . . setting . . recall score . 158 . . . . . EAI Workflow server configuration parameters . . . . . . . . . . . . . . 248 defined . . . . . . . . . . . . . 56 . . . . . . . . . . . . . . . . . . . . 34 exporting server settings . . . . for log files . . . . . 157 . . . . . 26 export configuration. . . . . updating server information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 . . . . . . . . . . . . . . . . . 232 defined . . . . . . . . . . . . . . . . 94 plain text . . . creating . . . . Edit Server window. . . . . . . . . . . . . . . . . . . . . . . . 45 51 44 19 45 35 41 46 59 43 65 42 . . . . . . . . . . 23 . . . . overview . . . . . . . . . . 80-92 email. . . . . . . . . . . . 102 email filters . . . . . . . . 56 email changing format . . . . described EDU server configuration parameters . . . . . . . . . . samples . . . . . . . 95 HTML . setting for a server . . . . . . . . . . 83 . . . . . . . . . . . . Directory server backing up . . . . . . . . . . . . . . . . . . . dwsensor plugin . 72 . . . monitoring alarms. . . . . . . . 248 configuration parameters. . . . . . . . . . 72 . . . . . . . . . . . . . . . . . . . . . 94 formatting text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . deleting configuration records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . configuration parameters . . . . . 394 ENV field. . . . . . 394 Event collector bridge defined . . using as the basis for a new set 156 exiting IC Manager . . 19 . . . . 101 testing . defined . . 104 overriding default check time . . . . . . . . . . . . . 108 . . . . . . . . . precision score . . 395 escalations troubleshooting . . . . . . . . . . . . . . . . . . . . . EAI server configuration parameters . . . . . . . . . . . . . . hosts option for alarms . . . . . . . . file attachments with templates . . . . . . saving data in . . . . . email messages . . . . . 78 . . . . . . . . . 133 JavaAppBridge server configuration parameters. 145 . . log file for . . . . . . . . Routing Event . . initialization flow . . . . . . . 133 Knowledge Bases creating . . . . 162 . . . . . . . . . . icadmin utility . . . 94 . formats . . . . . . focuses in Report Wizard . . . . . . . exiting . . . resetting system time zone . historical chat logs . . . . 36 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . filter duplicates. . . . . . . . . . . . 162 H headers in email templates . . . . . . . . . 21 . . . . . . . . . . . . . . . 160 . . . . . . . IC Manager customizing . . . . . . . . . HTML. . . 246 I IC Email server domain information . . . . . . italic . . 64 . . text formats .defined . . . . . . Field Expressions . . . . . . . . . . . . . . . . . . . . . . . changing format . . . . . formatting . . . . . . . . . . . . 24 . . . . help. . . . . . . . . . . . . . 95 . . . . . . . . . . . . . . . folders. . . . 370 . . . . . . . . . . specifying for an individual server FAQ database . . 119 . . . . . . importing server settings . . . . . . . . . . . . . . . . . . 65 . . . . . . . . . . hostname resolution . . . . . . . . . . . . . . . . using . . . . . . . . . . . . . . . . . . locking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162 . . . . . . . . ignore low priority alarms . . . . . . . . . . 95 . . . . . . . . . . . . troubleshooting . . . . viewing status of . . . . . . . . . . . entering. . . . . . . 171 . . . formatting email . . . . . . . . . . . . . . . . . . . . 115 . . . . . . . . . . . . . . . . . . . . . . overview . . . . . 70 . . . . . . . . . . . . . . . . . . . . IC Repository customizing and mapping . . . . . . . 167. . . . . . . . . . . . . . . . 25 382-387 . . . . . . . . . 36 . . . . . . . . . . . . . 95 . . . . . . . . . 56 408 IC Administration Volume 1: Servers & Domains May 2009 . . . . . . . Media Interaction . . . . . . . . . 170 . . . . . . . . . 244 HTTPVOX server configuration parameters. . . for alarms . . ICM Bridge enable . . described . . . . . . . . . . . . . . . running multiple versions. . . . . . . . . . . . . functions for . . . . 101 . . . . . . accessing online . . . . . . . . . . 172 . . . . . . . fieldexpressions table . . . . 80 64 27 78 34 35 94 94 95 95 94 J Japanese characters. . . . . . . . . . . . . . . . . 252 defined . . . . . . . . . . . . . . . 34 100 209 G General tab for email accounts for servers . . . . . . . . . . . . . . . 27 377-379 . . . . 26 . . . . . . . . . 206 . . . . . . . . . . . . . . . 23 . . ICM service properties for . . . . . . . . . . . Task Performed . . domains that do not failover . . . . . . 171 163. . . . . HTML email about . . 34 . . . . . . . . . . . . . . . . . . . . . . . . 207 . . . . . . . . . . formats changing . . . Filter tab for email accounts . . 99 . . . . . . . . . . . . . . . . . . . . . . . . 74 configuration parameters. . 170 . . . . footers in email templates . . . . . . . . specifying . . . . 36 . . . . . . . . 45 . . . 142 interpreting training results . . . . . 56 K keywords for topics . . . . retrieving records from . . . 173 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . field expressions creating . . . . . . . . . . . . . . . . . . . . . . . . . . 90 . . . . . . . . . . . . . . . . . . . . . . 80 . 371 . . . . . 84 . . . . . . 168 162 159 . . . . . 41 . . . . . . 162 . . . . . . . font formats. . . . . . . . . . . . . . . . . . . . . . . . . . . Field Expressions group . . . environment setting . . . . . . . . . . . . . . . . . . incoming email server. . . . . . . . HTTPConnector server . . . . . . . . . . . . error messages . . . . . . . . . . . 94 . . . . . . . . group Contact . . . . . . . . . . . . . . . . . . . . . . IPGateway table . . . . . . . . . . . Heap button . . . . . . . . . . . . frames. . . . . . . . . modifying . 26 . . . . . . . . . . . . . . . . . . . . problems . . . . . . . for email templates . . . . . . . . . 379 . . . 59 . . . . . . . . . import configuration. . . . . . . . HTTP Connector server defined . . ICM server ICM bridge . . . . . . . See Avaya IC interpreting error logs . . . . . . . Interaction Center. . . . . . . . . . . 394 . . . . . . . . . . . 403 . . . . . . . . . . Content Analyzer . . . . 62 271 . . . . . Media Interaction group . . . . . . . . . . . . . . . . . . outgoing email server. . . . . . . . . . . 99 146 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133 N network activity . .interpreting validation results maintaining . menu bar. . . . . . . . . . . . . . . . . . . . email template administration IC Manager . . . . . . 57 263 . . . . . . . . . 61 IC Administration Volume 1: Servers & Domains May 2009 409 . . . . . . . . . . . . . . . . . . . . . . Korean characters. . . . . . Notification server checking email sent with . . . . ORB server adding secondary . for the Report Wizard . . . . . . . . . validating . . . . . . . for servers . . 21 O online help. 23 P Paging server defined . POP3 server specifying account name . . . . . accessing . . . . . . . . . . . . 154 . . . 148 . . . . 26 . . . . 218 . . . . . 80 . . . . . . . . . . . . . . for IC Email server . . . . 152 . . . . . . . . . 148 . . . . . for ComHub server . . . . . . error messages . . . . . . . . . . . . . . . 148 . 366 . . . . . 23 . . . . . . . . . . . . maintaining Knowledge Bases . . . . . changing for the Directory server password authentication for email accounts . . . 73 . . . . . . . . . 341 . parent directory. . . . . . . sample associations . . . . . . . . . . . . . . . . . . . . described . . . . . 89 . . . 365 . 127 80 23 55 74 M macro-average precision . . . . . . . . . . . 100 . . . . . 43 . . . . . . . . . . . . . . . 57 . . . . . . . . . 19 . . mapping specification. . . . . . . . . 35 . . . . . . . . . . . . . . . Mapping Administration tab . . . . . . . . . . micro-average precision . 371 . . . . . . . . . . precision score . . . . . . . . . . . . . . . . . 377 . . . . . . . . for IC Manager . Poller server configuration parameters. . . . . . . . . . . . . . . . . . . . . . . 24 . . . . . . . . pop up on emergencies . . . 78 . . main window. macros for templates . . . . . . . changing for Admin account . . . working with . . . 148 . . . . . . . . . . polling . . . 251 . . ping interval. . . . 99 . . . . . . . . . . 66 . . . . . . . . . . . . . . . . . . . . . putting into production . . . . . . macro-average recall . . . . . . . . . . . . . . . . . . . . servers . monitoring alarms . . . . . . . . . . . . . . . . . . . . . . definition . . . . . . . . . . . . . . . . . . . . . . components of . . 27 . locking IC Manager . improving . for servers . . . . Web Management . . . . . . . . . . . . . . log files . . 141 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . log levels . . . specifying overview . . . . . 152 . . . . . . . . . . . . . . . . . . multiple servers in a domain . . . . . . . 90 . . . . for WebACD server . . . . performance. . . . . . 146 . . . . . . message response templates . . . . . . . . . . . . . . . solving problems . synchronizing. . . . . starting . . . . . . . . . . See troubleshooting properties assignment problems . . . . . . 257 . . . . . . . . . 33 . . . . . . outbound email flow . . . . . . Messagestatus macro . 394 . . . . . . . . 56 . . . . . . . . . primary data sources . . . specifying connection information . . . . . . . . . . . examining . . . . . newcall . . . . . . . . . . . of past chats . . . . . . . . . . . troubleshooting mail sent with Mapping Administration focus about . . . . . . . . . . defined . . . . . . . . . . . . . 133 . . . . . . . . . . . . . . . . . . . 25 . . 32 . . . . . . 150 . . . . . . . . selecting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . interpreting . . . . . . . . . . . . . . . . 57 . . . . . . . . . . . . . . . . . . . . 148 . . . . . . 162 . . message template example. . . . . . . . 160 . . training . . . . . . Poolname . . . . . . . . . . 36 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . MAPI. polling for the Notification server . . . . . . . defined . . . . . . . . . 153 . . 143 . . . . . . . . . . . . . . . . . . . . entering . . . . . . . . . . . . . . . . . . . . micro-average recall . . . . . 167 . . . 19 . . . problem solving. . . . . . . . . . . . 170 . . . . . . . . . . . . . . 90 . . . . . . . . . . . moving topic nodes . . . . . . . . 64 . . . . . . . . . . . . Miscellaneous tab for email accounts . defined . . . . . . . . . . . . . 70 250 . . . . . . . . . . 53 . . . 395 263 393-395 . . . . . . . . . . . . . . . . . . . logging in to IC Manager . 62 . . . . for log files . . . . . 101 . . . . . . Network button . . . . . . . 99 . . . . . . size for . . 57 L License server configuration parameters defined . . . . . 91 . . . 327 . multiple items. . 62 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 . . . . . . . . . . . . configuring . . . . . . . . . . maintaining . . 54 . . . . 137 140 135 155 158 137 136 . . . . . . 72 . . . . . . . . . . . . . . . . . . . . . . . . . . 124 . . . . . . . . . . sample sets associating with topics . . . . . . . . . . . . . . . . . . . . . . . . . 93 . . 24 . . . . . . . . . . . . . . . . 36 . . . . . . . 44. . . . . . changing server information . . . . . . . . 19 . . . . . . 136 . . . right-click menus . set password. . selecting multiple items . . . . . . . . . . . 156 . . . . . . . . . . . . 67. . . . . refresh domains . . . . . . . . . . . . . 55 . 71 . . . . 108 queues viewing usage of . running multiple versions of IC Manager . . . 31 . . . . . . . . . in Content Analyzer . . . . . . . . example of . . . . . . . . . 162 . . . Routing Event group . . . . . . . . . 165 . . . . . . . . . . . . rejection template . . . . . 191-?? . . . . . . . . . . . . . . . . . . . 90 . . . . . . . . . .not displayed for agents . . . . . . reference tables . . . . . . . . . . 25 . . . . . . . . . . 60 . . creating individual . . . . . . . . . . . . auto response loop avoidance . 160 . . . . . 71 . 157 . . . . . . . . . . . core tables . Report Wizard about . . . 57 . . . . . 166 . . . . . . . . . . . . . . . . . . . . . . . . failing to start . 65. . . . . . . . . . . . . . . . . . . . . . . . . . . . removing . . . . . . . . . . . . . . . . . . . . . . . . . setting up approval workgroup . . . . . . . . . . . . . . connections to security for servers . . . 274 . . . . . . 57 . . . . . . . . . server alias name . . . . . . 60 . . . . . . . . . . recall score . Reply template . . . . . copying . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 . . . . . . . . . . . . . . . . . . . . . deleting . . . Resource Manager server configuration parameters . . saving configuration settings . . . . 60 . . . . . . definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 . . . . . . . . . . . . . . . 61 . . . . . . . . 160 . . . . . cache and network . . . . . . . . . . . . 53 . . . . . . . . . . . . 61 . properties . . . . . . failover for an individual server . . . . . servers . . . . . . . . . . 34 . . . . . . . . . using to save data . . heap. . . . . . . . . . . . . . . . sorting . . . . .xml file . . 65 . . . . . . 80 . . 143 . . . . . creating . . 155 . . Server tab for email accounts . . . . . 159 . . 64 . . 107 . . . . . . . . . . . . mapping specification . . . . . password authentication . . . groups for failover . . . . . . . ResourceManager server configuration parameters . . 64 . . . . 64 . . . . . . . . . . . . . . . . . . . . . . . . 99 . . . . . . . . . . . . . . 378 . . . 53 . . . . . . Resource Manager defined . . . . autostart . maintaining . . . . . servers Email . . . . . . . . . definition . . . . . . . . . . . . . . . . . . . 28 . . . . . . 64 . . . . . . . . . . . . . . . . . . . Server Manager . . . 274 . . . . . . 100 . 248 . . . . . . . 45. . . . . . . . . . 59 . 378 Q queue approval . . . . . . 139 . . . 29 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Auto Load. . . . . . . . . . . . . . search criteria . . . . . . . . . . . . . . . 207 . . . . . . . . focuses in . . . . . . . . examining . . . creating from existing . 163 . . . . . . . . . . . . . . . . Content Analyzer . samples creating a list of . . 146 . 167 . . . . . . . . . . . . 35 . . . . . . . 271 . . . . . . . . 71 . resizing columns . . . ICM . . . . . . . . . . . security for . . . . 24 . . . maintaining sample database. . . . . . . . . . . . defined . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . importing and exporting settings . . re-monitor option for alarms . . . . . . . . . . . . . . 159 . . . sc. . . . . . . . . . . . . . . . . 27 S sample associations. . . . . . . . . . . . . 32 . . . . 92 . . . . . . . . . . . . . . . . . . . . . . . 46 . . configuration parameters. . 161 R raise emergency alarms . . . . . . . . . . using. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . status of . . . . . . . . . . . . . . . . . . . . 53 . . . . . . . . . . . . . . . . updating the directory . . . . RoutingHint table . . removing . multiple servers in a domain . . . . . Server Manager . . . . . . . . . . . . Report server configuration parameters . . . . . . . . . . restoring the directory server . . 59 . Avaya IC . . . . 21 129 410 IC Administration Volume 1: Servers & Domains May 2009 . . . 155 for training . synchronizing Directory servers . . . . . . . 70 . . . . . 153 . . . . . . . . . . . . . 41 . . . . . tagging . specifying data collected by . . . . . . . . starting and stopping . . . . overview . . . . . . . . . . . . . where hosted . . . . . . . for Admin . secondary data sources. . . . . 43 . . . . . . . . . . . for email messages . . . . . 81 . . . . . . . . . . . . . . . . . . . . . . . . . 21 . . . . 57 . . . . . . . . . agent issues . . . . resetting . . . . . . 57 . . . . 23 tagging samples . . . . . . . . . . . . . . . . . . . 89 . email accounts . 62 . . . . . . . for email templates . . . . 276 . . . . . . . . . . . . . . Siebel EAI server defined . . . . designing . . . . . . . . . . Status icon . . . . 95 93 90 34 . . Siebel Agent server defined . . . . . . . . . . . . . 70 . 78 . . . . . 154 . . training a Knowledge Base . tagging samples . . . . . . . modifying . . . . . . . . . . 87 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 . . . . . . . . 394 . . 53 . . . . timer environment setting . . . . . . . . . . . . status template . . . . . . . . . Telephony table folder . . . . . . . . . . . . . . . . of WebACD server . . . 25 . . . . Debug tab . . . . . . . . . . . . . . statuses for . . . . . . . Siebel ASIS server configuration parameters . . . . . . . . . . . . . . . . . . . tenants definition . . . . 24 . . . . . . . . . . template macros . troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . general . . . . . . . . . 87 . . . . . . . . . . Trackingnumber macro . . . . . . . Templates tab for email accounts . . . . . . . . . . . . . . . improving . . defined . . . . . . . . . 87 . . . . . . . . . . . . . . . . . 53 . . . . . . . . . . . . . . . . 87 . . . . . . . . . . . . . . . . . . 36 T tab Creation Rules . . 133 132 131 136 152 139 133 . . . . . . . . . . . . . . 88 100 . . . . . . . . . status bar. . . . . . . . . . . . . . . . . . . . . . 20 . . . . . . . . system time zone. . training results. . . troubleshooting mail sent with sorting columns . . . . . . . . . . . . . . 76 . . . . . . . . . . . . Task Performed group . . . . . . . . . . . . . . . . topic trees copying nodes . . . . . . . . . . 162 . . . . . . . . . . 359 . . . . synchronizing a Knowledge Base . . . . . . . . . . . . . . . . . 32 43 34 65 28 74 25 . . 88 . . . . . . 28 . . . . . . templates associating status with . . . . . Time macro . . . . . . . Telephony Services Adapter (TSA) server defined . . Web Management servers . working with. 90 143 145 . . . . . . . . 102 . . . . . . domains . . . . . . environment information . . . . . . . . . . . . . . . . 85. . . . . . . . . samples . . . . . . . text formats . . 365 . . . . . . . . . . Avaya Agent Web Client . . . associating with email accounts . . . . status of servers . . . . . . . . . . . . . site creating . . . creating . . . . . . . . . . . . . . . . . . . . . . . . . SMTP. . . . . . 91 85. . . . . . Template/Status tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . start-up performance. . . . . . . . . . logging in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . structure of Avaya IC . . . . . . . . . . . . . Siebel AICD server configuration parameters . . . . . . . . . . . . . special characters codes for . . described . . . of ICM service . . . . . 19 . . . . . . . 80 . . . 62 . . . . . . . . . . . . . . . . . . . . . . . . 62 365 IC Administration Volume 1: Servers & Domains May 2009 411 . . . . . . . . . . . . . . . . . . . . . updating . . . . . . . associating with templates. . . logging . . . . . servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . of Knowledge Base training . sites . . . . 91 . . . . transcripts . . . . . server information . . . . . . . . . 36 . . . . . . . . 54 . . . . . . . . . . . . . . . . . . 133 . . . . . . . . . . . 88 80-92 . . . . . . actions and escalations . . . . . . . . . . . . . . threshold. . . . . . . . . autoresponse . . . . 78 363 394 400 398 399 403 402 . described . . . . autoresponse . . . . . . status applying autoresponse template . . . . . topics associating with sample sets . . . . . . . 170 tabs. . example . . . . testing alarms . . . . . . . error logs . . . . . . 276 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 . . . . . . . . . . . . . . . . . . 57 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . implementing . . for log files . . described . . . . 136 . . . . . . . toolbar adding buttons to . . . . . . . . . . . . . . . . . . . . . . 118 . of log files . . . 24 . . . . . . . . . . . . . . . creating . . . . . . . . . . . . . . . . . . . . . typing . . . . . . . . trace levels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Shift+click . . . . . 58 . . definition . . . . 100 . . . . . . . . . . . . . . . . . . . . . . .database connections . . . 21 . . . 88 . . . . . interpreting . . . . . . . . . . . . . . system information acquiring . starting the ORB server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 . . size. . . . . . . . . . . . . . . . . 276 . 277 . . Telephony server configuration parameters. . Siebel AED server configuration parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 . . . . . 333 . 121 . .IncomingCall . . . . . . . . . . . . . . . . . WebScheduleCalllback server configuration parameters. . . . . . . . . . . . . 336 412 IC Administration Volume 1: Servers & Domains May 2009 . . . . . . . . . . . . . . . . . . . . . . . the Directory server. updating server information .newcall. . . . . . . . . . . . . . . . . . . 364 . . workgroup approval . . . . . . . IC Manager messages . . . WebAdvocateAdaptor server configuration parameters. . . . . 327 W Web Advocate Adapter (WAA) server defined . . . . . . . Java Application Bridge . . . . . . . . 400 . . . 359 U underline . . . . . . . . . . . . . . . . typing special characters . . update lag . . . . . . . 71 . 58 . . . . . . . domain information . . . . . . status of a server . . . . 58 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . TSQS server configuration parameters defined . . . . . . . . . . . . WebAdmin plugin . . . . . TS. . . . . . . . .general information . . . . . WorkFlow table folder . server list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 350 . . . . . . . . . . . . . . . . . . . . . . . interpreting error logs . 349 345 . . . . . . . . . . 152 defined . 74 . . . . . . . . . . . . . . . . . . 382-387 . . . . . . . . . . 146 . . . . . . . 148 . . . . . . 107 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . with precision and recall scores VMM table . . . . . . . . . . VOX server configuration parameters . . . . 53 . . interpreting results . . . . 73 . IC Manager problems . . . . . . . . . . . 393-395 . . 58 65 45 76 76 . . . 45 123 . . . . . . . . . . . . 325 . . . . 20 V validating a Knowledge Base . 119 . . . . . . . . . . . . . 76 . 342 . . . . . 325 . . . . . . . . . . Notification server . . . . . . . . . 371 . . . . . . . . . . Web Management overview . . . . . 58 . . TS server defined . . . . TSA server configuration parameters TsGroup table . . . . . . . Vox server configuration parameters . . . . . . definition . . . . . . . . . . . . . . . . Web Scheduled Callback server defined . . . . . 133. . . . 57 . . . . . . . . . . . . VOX. . . . . . . . . . configuration parameters. 73 . . . . 119 . . . . . . . . 58 . . . 311 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133 . . . failover information . . . . . WebLM server . . . . . . . . . Website table folder . . . . . . . . . . . . . . . . . . . . . . . . 125 . Windows IME . . . . . . . 57 . . . . . . . . VoiceChat table . . . . . . . . . . . . . . . . . . . . . . . . Voice Chat table folder . . . . Workflow server Channels tab . . . . . . . 120 . . . . . . . . . . . . . . . . . 258 . . . . . . . . . . . . . . . . viewing status . 148 . . . . . . . 76 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . WebLink . . . . . . . . . . defined . . . . . . . . . . . . . . . . . 322 . . timing of topic trees . . failover information . . . . . . defined . . . . . . . . . 377-379 . . WebACD server configuration parameters . .