Avaya Proactive Contact

Use the following procedure to create an adapter for Avaya Proactive Contact

Procedure 

  1. Choose General Setup > Integration Adapters > Settings.

  2. Click Create.

  3. Select Avaya PDS Adapter.

  4. Specify settings for this adapter in the right-hand pane, referring to the following table (all fields are required unless otherwise indicated):

    Field

    Description

    Adapter Name

    Type a unique name for this adapter. Do not use any special characters or characters that truncate xml. This field is not case sensitive.

    Description

    Optional: Type a description of the adapter.

    Adapter Type

    A read-only field that lists the adapter selected above.

    Startup Type

    Select a startup type: Automatic, Manual, or Disabled.

    DataSource

    Select a data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs..

    Dialer Version

    Select the dialer version from the dropdown box.

    Keystore File

    Type a keystore file name. This certificate is required to connect to Avaya Proactive Contact 4.0 or 5.x dialer with TLS enabled (set to file name avayaPcKeystore by default).

    Copy the file jacorb from under one of the following folders (the location will depend on your version):

    /opt/avaya/pds/openssl/sha2/keystore

    or

    /opt/avaya/pds/openssl/keystore

    Place the file in the folder %IMPACT360SOFTWAREDIR%\ContactStore where the Recorder Integration Service is running. Rename the file to avayaPcKeystore. To connect simultaneously to Avaya PDS 4.0 and 5.x, create two adapters respectively. Rename and copy both the keystore files to the %IMPACT360SOFTWAREDIR%\ ContactStore directory (avayaPcKeystore4 for PDS 4.0 and avayaPcKeystore5 for PDS 5.x, for example).

    IMPORTANT: The name that you type in the Keystore File field must match that of the file you copy to the ContactStore directory.

    IOR String

    Type the name of the Interoperable Object Reference (IOR). The name must be prefaced by the letters IOR.

    You can decode the IOR string for testing purposes to check the options set by Avaya. Use the following link: http://www2.parc.com/istl/projects/ILU/parseIOR/

    Event Server User Name

    Type the user name used to log into the event server.

    Event Server Password

    Type the password used to log into the event server.

    Dialer Callback Device Type

    This is the type of device that comes in on the CTI events received from the dialer. Select one of the following:

    • Extension—Select this if the callback identifier used for the dialer login is the PBX phone Extension/DN.

    • Agent Id—Select this if the callback identifier used for the dialer login is the PBX Agent ID.

    • Any—The callback identifier used for the dialer login can be either PBX phone Extension/DN or PBX Agent ID. In this case PBX phone Extension(s)/DN(s) and PBX Agent-ID(s) should be unique.

    Process Agent Logon Events

    When this check box is selected, the system will process agent logon/logoff events (otherwise these events are silently dropped). Enabled by default.

    Multibox Dialer Install

    Event Server On Separate Machine from Name Service

    Select this check box if your event server is not on the same machine as the name service.

    Event Server Hostname

    Type the user name required to log into the dialer.

    Backup Event Server

    Backup for the above.

    Backup Event Server Hostname

    Backup for the above.

  5. Click Save.

  6. Select the adapter in the left-hand pane and click the Start button to start the adapter.

Related topics 

Supported Integration Service CTI adapters