starfish cms
TRANSCRIPT
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Solution & Interoperability Test Lab Application Notes
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Starfish-CMS
Avaya Solution & Interoperability Test Lab
Application Notes for Starfish Provisioning Solution CMS
Integration Module with Avaya Call Management System
– Issue 1.0
Abstract
These Application Notes describe the configuration steps required to integrate the Starfish
Provisioning Solution CMS Integration Module with Avaya Call Management System (CMS)
using the ODBC interface. The CMS Integration Module allows the Starfish Provisioning
Solution to communicate with Avaya CMS and associate agent login IDs with a name and a
group(s). This module makes these associations by writing directly to the Avaya CMS
database via the ODBC interface. This solution allows customers to automate and streamline
the on-boarding and off-boarding of call center agents.
Information in these Application Notes has been obtained through DevConnect compliance
testing and additional technical discussions. Testing was conducted via the DevConnect
Program at the Avaya Solution and Interoperability Test Lab.
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1. Introduction These Application Notes describe the configuration steps required to integrate the Starfish
Provisioning Solution CMS Integration Module with Avaya Call Management System (CMS)
using the ODBC interface. The CMS Integration Module allows the Starfish Provisioning
Solution to communicate with Avaya CMS and associate agent login IDs with a name and a
group(s). This module makes these associations by writing directly to the Avaya CMS database
via the ODBC interface. This solution allows customers to automate and streamline the on-
boarding and off-boarding of call center agents.
The CMS Integration Module performs the following three functions:
Associates an Agent Login ID to a name and up to five groups using the AddAgent
script. The syntax of the command is:
AddAgent <loginID> <AgentName> <ACDNumber> <GroupNames>
Updates the name and group(s) associated with an Agent Login ID using the
UpdateAgent script. The syntax of the command is:
UpdateAgent <loginID> <AgentName> <ACDNumber> <GroupNames>
Removes the agent associations from Avaya CMS using the DeleteAgent script. The
syntax of the command is:
DeleteAgent <loginID> <ACDNumber>
Note: Examples of each script are provided in Section 8.3.
1.1. Interoperability Compliance Testing
The interoperability compliance test included feature and serviceability testing. The feature
testing focused on verifying that the CMS Integration Module can associate an agent login ID
with a name and up to five groups, modify the name and groups associated with an agent login
ID, and remove the name and groups associated with an agent login ID. In addition, error
conditions, such as specifying the wrong number of arguments for a script and specifying an
agent login ID or group that doesn’t exist, were also tested.
The serviceability test cases were performed manually to verify that the CMS Integration
Module could handle adverse conditions, such as server reboots and loss of network
connectivity.
1.2. Support
Contact Starfish associates for technical support of the CMS Integration Module.
Web: www.starfishassociates.com
Phone: (908) 203-4660
Email: [email protected]
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2. Reference Configuration
The following figure illustrates the network diagram used for the compliance test which included
the CMS Integration Module only without the complete Starfish Provisioning Solution product
suite.
LAN
Avaya Call Management
System (CMS)(90.1.1.100)
Starfish Provisioning Solution
CMS Integration Module
Avaya 4600 Series IP
Telephones (Agents)
Avaya S8300 Server with
G350 Media Gateway(90.1.1.110)
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3. Equipment and Software Validated The following equipment and software were used for the sample configuration provided:
Equipment Software
Avaya S8300 Server with G350 Media Gateway
Avaya Communication Manager
5.1.2
(R015x.01.2.416.4)
Avaya Call Management System R13.1ca.i
Avaya 4600 Series IP Telephones 2.8 (H.323)
Starfish Provisioning Solution CMS Integration Module on
Windows Server 2003
1.1
ODBC OpenLink Interface for CMS Integration Module 4.2
4. Configure Avaya Communication Manager This section provides the procedures for configuring Avaya Communication Manager. The
procedures include the following areas:
Verify Avaya Communication Manager Software Options
Administer Adjunct CMS Release
Administer IP Node Names for CMS and Processor Ethernet
Administer Processor Interface Channel
Administer Agent Login ID
The detailed administration of contact center devices such as ACD/Skills, VDNs, Vectors, and
Agents are assumed to be in place. These Application Notes will only cover how to establish the
CMS link and configure an agent login ID.
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4.1. Verify Avaya Communication Manager Software Options
Log into the System Access Terminal (SAT) to verify that the Avaya Communication Manager
license has proper permissions for features illustrated in these Application Notes. Use the
display system-parameters customer-options command to verify that the G3 Version field is
set to “V15” on Page 1, as shown below.
display system-parameters customer-options Page 1 of 11
OPTIONAL FEATURES
G3 Version: V15 Software Package: Standard
Location: 1 RFA System ID (SID): 1
Platform: 13 RFA Module ID (MID): 1
USED
Platform Maximum Ports: 900 67
Maximum Stations: 450 17
Maximum XMOBILE Stations: 0 0
Maximum Off-PBX Telephones - EC500: 450 0
Maximum Off-PBX Telephones - OPS: 450 0
Maximum Off-PBX Telephones - PBFMC: 0 0
Maximum Off-PBX Telephones - PVFMC: 0 0
Maximum Off-PBX Telephones - SCCAN: 0 0
(NOTE: You must logoff & login to effect the permission changes.)
Navigate to Page 6, and verify that the Call Center Release field is set to “5.0”, as shown below.
display system-parameters customer-options Page 6 of 11
CALL CENTER OPTIONAL FEATURES
Call Center Release: 5.0
ACD? y Reason Codes? y
BCMS (Basic)? y Service Level Maximizer? n
BCMS/VuStats Service Level? n Service Observing (Basic)? y
BSR Local Treatment for IP & ISDN? n Service Observing (Remote/By FAC)? n
Business Advocate? n Service Observing (VDNs)? y
Call Work Codes? n Timed ACW? y
DTMF Feedback Signals For VRU? n Vectoring (Basic)? y
Dynamic Advocate? n Vectoring (Prompting)? y
Expert Agent Selection (EAS)? y Vectoring (G3V4 Enhanced)? y
EAS-PHD? n Vectoring (3.0 Enhanced)? y
Forced ACD Calls? n Vectoring (ANI/II-Digits Routing)? y
Least Occupied Agent? y Vectoring (G3V4 Advanced Routing)? y
Lookahead Interflow (LAI)? n Vectoring (CINFO)? y
Multiple Call Handling (On Request)? n Vectoring (Best Service Routing)? y
Multiple Call Handling (Forced)? n Vectoring (Holidays)? y
PASTE (Display PBX Data on Phone)? n Vectoring (Variables)? y
(NOTE: You must logoff & login to effect the permission changes.)
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4.2. Administer Adjunct CMS Release
Use the change system-parameters features command and navigate to Page 12. Set the CMS
(appl mis) field to the software release of Avaya CMS. In this case, Avaya CMS “R13.1” is
used.
change system-parameters features Page 12 of 17
FEATURE-RELATED SYSTEM PARAMETERS
AGENT AND CALL SELECTION
MIA Across Splits or Skills? y
ACW Agents Considered Idle? y
Call Selection Measurement: current-wait-time
Service Level Supervisor Call Selection Override? n
Auto Reserve Agents: none
CALL MANAGEMENT SYSTEM
REPORTING ADJUNCT RELEASE
CMS (appl mis): R13.1
IQ (appl ccr):
ACD Login Identification Length: 0
BCMS/VuStats LoginIDs? y
BCMS/VuStats Measurement Interval: hour
BCMS/VuStats Abandon Call Timer (seconds):
Validate BCMS/VuStats Login IDs? n
Clear VuStats Shift Data: on-login
Remove Inactive BCMS/VuStats Agents? n
4.3. Administer IP Node Name for Avaya CMS and Processor Ethernet
Use the change node-names ip command to add entries for Avaya CMS and the Processor
Ethernet that will be used for connectivity. In this case, “cms” and “90.1.1.100” are entered as
Name and IP Address for the Avaya CMS server, and “procr” and “90.1.1.110” are entered as
Name and IP Address for the Processor Ethernet. The actual node names and IP addresses may
vary. Submit these changes.
change node-names ip Page 1 of 2
IP NODE NAMES
Name IP Address
cms 90.1.1.100
default 0.0.0.0
msgserver 90.1.1.111
procr 90.1.1.110
( 4 of 4 administered node-names were displayed )
Use 'list node-names' command to see all the administered node-names
Use 'change node-names ip xxx' to change a node-name 'xxx' or add a node-name
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4.4. Administer Processor Interface Channel
Assign a new processor interface channel with the change communication-interface processor-
channels command. Add an entry with the following values, and submit these changes.
Enable: “y”
Appl.: “mis”
Mode: “s” for server mode.
Interface Link: “p” for Processor Ethernet.
Interface Chan: TCP channel number for Avaya CMS. In this case “5002”.
Destination Node: Avaya CMS server node name from Section 4.3.
Destination Port: “0”
Session Local: Corresponding channel number in Proc Chan field. In this case “2”.
Session Remote: Corresponding channel number in Proc Chan field. In this case “2”.
The Interface Chan field contains the Avaya CMS TCP channel number, which is defined as
part of the Avaya CMS installation. For the compliance testing, the default TCP channel number
of “5002” was used.
change communication-interface processor-channels Page 1 of 24
PROCESSOR CHANNEL ASSIGNMENT
Proc Gtwy Interface Destination Session Mach
Chan Enable Appl. To Mode Link/Chan Node Port Local/Remote ID
1: y mis s p 5002 cms 0 2 2
2: n 0
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4.5. Administer Agent Login ID
Use the add agent-loginID n command, where “n” is the login ID. On Page 1, provide a
descriptive name in the Name field and configure the Password fields.
add agent-loginID 5302 Page 1 of 2
AGENT LOGINID
Login ID: 5302 AAS? n
Name: Starfish Agent 1 AUDIX? n
TN: 1 LWC Reception: spe
COR: 1 LWC Log External Calls? n
Coverage Path: AUDIX Name for Messaging:
Security Code:
LoginID for ISDN/SIP Display? n
Password: 5302
Password (enter again): 5302
Auto Answer: station
MIA Across Skills: system
ACW Agent Considered Idle: system
Aux Work Reason Code Type: system
Logout Reason Code Type: system
Maximum time agent in ACW before logout (sec): system
Forced Agent Logout Time: :
WARNING: Agent must log in again before changes take effect
On Page 2, specify the skill number in the SN field. In this example, skill number (i.e., hunt-
group) 52 should have been configured prior to this step. Specify the skill level in the SL field
per contact center requirements. Repeat this procedure for each agent login ID.
add agent-loginID 5302 Page 2 of 2
AGENT LOGINID
Direct Agent Skill:
Call Handling Preference: skill-level Local Call Preference? n
SN SL SN SL
1: 52 1 16:
2: 17:
3: 18:
4: 19:
5: 20:
6:
7:
8:
9:
10:
11:
12:
13:
14:
15:
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5. Configure Avaya Call Management System This section covers the configuration of Avaya CMS to allow the CMS Integration Module to
connect to Avaya CMS and grant access to the appropriate CMS database tables. It is assumed
that the following administration is already in place:
Create a new user account in the cms group for the CMS Integration Module using the
useradd –g command.
Configure the password for the user account using the passwd command.
After creating the Starfish user account in Avaya CMS, perform the following tasks:
Grant access permissions to the Starfish user in Avaya CMS to the agroups and
synonyms database tables
Add user to Avaya CMS
Provide write access to the Avaya CMS Dictionary
Add Agent Groups
5.1. Grant Access Permissions to User
Use the dbaccess utility on Avaya CMS to provide access permission to the Starfish user to the
agroups and synonyms tables in the cms@cms_ol database. The following command may be
used to grant permission to the user:
grant all on <table_name> to <user_name>
Perform the following steps to provide access permissions to the Starfish user.
1. Log in as “root” from the Avaya CMS console that uses the Solaris xterm environment.
2. Open a Solaris xterm window.
3. Change to the /opt/informix/bin directory.
4. Run the dbaccess utility in an xterm window.
5. The dbaccess utility interface is displayed with a DBACCESS menu as shown below.
Use the arrow keys to highlight the Database option, and then press Return.
DBACCESS: Query-language Connection Database Table Session Exit
Use SQL query language.
6. From the DATABASE menu, highlight the Select option, and then press Return (not
shown).
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7. From the SELECT DATABASE screen shown below, select the cms@cms_ol database,
and then press Return.
SELECT DATABASE >>
Select a database with the Arrow Keys, or enter a name, then press Return.
------------------------------------------------ Press CTRL-W for Help --------
cms@cms_ol
sysmaster@cms_ol
sysuser@cms_ol
sysutils@cms_ol
8. Exit from the DATABASE menu and return to the DBACCESS menu.
9. From the DBACCESS menu, use the arrow keys to select Query-Language. The SQL
menu is then displayed as shown below. From the SQL menu, select New to enter the
SQL editor.
SQL: New Run Modify Use-editor Output Choose Save Info Drop Exit
Enter new SQL statements using SQL editor.
----------------------- cms@cms_ol ------------- Press CTRL-W for Help --------
10. In the SQL editor, enter the grant all command as shown below to grant access
permissions to the agroups table followed by pressing the ESC key.
NEW: ESC = Done editing CTRL-A = Typeover/Insert CTRL-R = Redraw
CTRL-X = Delete character CTRL-D = Delete rest of line
----------------------- cms@cms_ol ------------- Press CTRL-W for Help --------
grant all on agroups to starfish
11. From the SQL menu, select Run and press Return to execute the SQL command. If
successful, “Permission granted” is displayed at the bottom of the screen.
SQL: New Run Modify Use-editor Output Choose Save Info Drop Exit
Run the current SQL statements.
----------------------- cms@cms_ol ------------- Press CTRL-W for Help --------
grant all on agroups to starfish
Permission granted.
12. From the SQL menu, select New to enter the SQL editor and enter the next SQL
command.
SQL: New Run Modify Use-editor Output Choose Save Info Drop Exit
Enter new SQL statements using SQL editor.
----------------------- cms@cms_ol ------------- Press CTRL-W for Help --------
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13. In the SQL editor, enter the grant all command as shown below to grant access
permissions to the synonyms table followed by pressing the ESC key. The synonyms
table contains the association of agent name to agent login ID.
NEW: ESC = Done editing CTRL-A = Typeover/Insert CTRL-R = Redraw
CTRL-X = Delete character CTRL-D = Delete rest of line
----------------------- cms@cms_ol ------------- Press CTRL-W for Help --------
grant all on synonyms to starfish
14. From the SQL menu, select Run and press Return to execute the SQL command. If
successful, “Permission granted” is displayed at the bottom of the screen.
SQL: New Run Modify Use-editor Output Choose Save Info Drop Exit
Run the current SQL statements.
----------------------- cms@cms_ol ------------- Press CTRL-W for Help --------
grant all on agroups to starfish
Permission granted.
15. Exit the dbaccess utility.
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5.2. Add User to Avaya CMS
Use a terminal emulator to connect to Avaya CMS, and log in with the proper credentials (i.e.,
not the Starfish account). The Main Menu is displayed. Navigate to User Permissions User
Data as shown below and hit Return. The User Permissions: User Data screen will be
displayed.
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In the User Permissions: User Data screen, specify the User ID of the Starfish user account and
set the Login ACD field to the appropriate ACD number. In this example, the agent login IDs
that will be associated to a name and group(s) are in ACD group “2”. Hit Return and then select
the Add option in the menu to the right. Hit Return again. The Starfish user has now been
added to Avaya CMS.
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5.3. Provide Write Access to the Avaya CMS Dictionary
Provide write access to Avaya CMS Dictionary to the “starfish” user. From the CMS Main
Menu, navigate to User Permissions Feature Access and hit Return to display the User
Permissions: Feature Access screen.
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In the User Permissions: Feature Access screen, specify “starfish” as the User ID and hit
Return. From the menu on the right, select Find one to retrieve the default settings for the user.
Next, set the Write column for the Dictionary feature to “y” and hit Return. Select Modify
from the menu and hit Return again.
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5.4. Add Agent Groups
Add the groups to which the agent login IDs will be associated. From the CMS Menu, navigate
to Dictionary Agent Groups. The Dictionary: Agent Groups screen will be displayed.
From the Dictionary: Agent Groups screen, specify the group name in the Agent group name
field (e.g., “sales”). Hit Return and select Add from the menu to the right. Hit Return again.
Repeat this step for each agent group to be added.
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6. Configure Starfish Provisioning Solution CMS Integration Module
This section provides the procedures for configuring the CMS Integration Module. The
procedures fall into the following areas:
Administer ODBC Interface
Administer the CMSInterface.properties File
Administer Log Settings
Note: Examples of the running the scripts for associating an agent login ID with a name and a
group(s) is provided in Section 8.3.
6.1. Administer ODBC Interface
Under Administrative Tools in Windows Server 2003, select Data Sources (ODBC) and
configure the ODBC interface as shown below. The ODBC configuration should include the
username discussed in Section 5 and the IP address of Avaya CMS. The remaining fields may
be configured as shown below. Once configured, the ODBC connection may be tested using the
Test Connection button. Click OK when done.
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6.2. Administer CMSInterface.properties File
The CMS Integration Module uses a configuration file, CMSInterface.properties, which
contains the following settings:
DBConnectionString – connection string to ODBC datasource
DBUsername – user to access the datasource
DBPassword – password to access the datasource with “DBUsername”
Below is an example of the CMSInterface.properties file used during the compliance test.
DBConnectionString=jdbc:odbc:starfish
DBUsername=starfish
DBPassword=starfish
6.3. Administer Log Settings
All transactions are logged in the CMSInterface.log file. The log file also displays the version
of the CMS Integration Module. The figure below displays a sample log file.
SPS-CMS Integration - 1.1
Cannot remove agent 2901 from groups. Agent not found in any group
Cannot delete agent 2901. Agent not found.
SPS-CMS Integration - 1.1
Cannot remove agent 29101 from groups. Agent not found in any group
Agent 29101 deleted successfully
SPS-CMS Integration - 1.1
ACD Number provided in the argument (3rd argument) needs to be integer
SPS-CMS Integration - 1.1
Agent added successfully - 29101
SPS-CMS Integration - 1.1
ACD Number provided in the argument (3rd argument) needs to be integer
SPS-CMS Integration - 1.1
Cannot remove agent 29101 from groups. Agent not found in any group
Agent 29101 deleted successfully
SPS-CMS Integration - 1.1
Agent added successfully - 29101
SPS-CMS Integration - 1.1
Agent 29101 modified successfully
Cannot remove agent 29101 from groups - No group contains this agent.
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Log file settings reside in a standard log configuration file called Log4j.properties. Below is an
example of the file used during the compliance test.
log4j.rootLogger=WARN , stdout, R
log4j.appender.stdout=org.apache.log4j.ConsoleAppender
log4j.appender.stdout.layout=org.apache.log4j.PatternLayout
# Pattern to output the caller's file name and line number.
log4j.appender.stdout.layout.ConversionPattern=%m%n
log4j.appender.R=org.apache.log4j.RollingFileAppender
log4j.appender.R.File=CMSInterface.log
log4j.appender.R.MaxFileSize=100MB
# Keep one backup file
log4j.appender.R.MaxBackupIndex=1
log4j.appender.R.layout=org.apache.log4j.PatternLayout
log4j.appender.R.layout.ConversionPattern=%m%n
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7. General Test Approach and Test Results The interoperability compliance test included feature and serviceability testing. The feature
testing focused on verifying that the CMS Integration Module can associate an agent login ID
with a name and up to five groups, modify the name and groups associated with an agent login
ID, and remove the name and groups associated with an agent login ID. In addition, error
conditions, such as specifying the wrong number of arguments for a script and specifying an
agent login ID or group that doesn’t exist, were also tested.
The serviceability test cases were performed manually to verify that the CMS Integration
Module could handle adverse conditions, such as server reboots and loss of network
connectivity.
The Starfish Provisioning Solution CMS Integration Module passed compliance testing.
8. Verification Steps This section provides the tests that can be performed to verify proper configuration of Avaya
Communication Manager, Avaya Call Management System, and the Starfish Provisioning
Solution CMS Integration Module.
8.1. Verify Avaya Communication Manager
Verify the status of the processor interface channel by using the status processor-channels n
command, where “n” is the processor channel number from Section 4.4. Verify that the Session
Layer Status is “In Service”, and that the Socket Status is “TCP connected”, as shown below.
status processor-channels 1
PROCESSOR-CHANNEL STATUS
Channel Number: 1
Session Layer Status: In Service
Socket Status: TCP connected
Link Number: p
Link Type: processor ethernet
Message Buffer Number: 0
Last Failure: None
At: 02/25/09 13:55
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8.2. Verify Avaya Call Management System
From the Main Menu, verify the status of the connection to Avaya Communication Manager by
selecting Maintenance Connection Status, as shown below.
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Enter the corresponding ACD(s) with which the agent login IDs is associated. For the
compliance testing, the corresponding switch connection is ACD system “2”. Press Return and
select Find one from the menu. Press Return again.
The switch connection status is displayed. Check the status in the Session and Connection
fields, as shown below.
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8.3. Verify CMS Integration Module
From the server where the CMS Integration Module resides, verify ODBC connectivity to Avaya
CMS using the Test Connection button on the OpenLink ODBC Setup window shown in
Section 6.1.
Next, open a command prompt window to run the AddAgent, UpdateAgent, and DeleteAgent
scripts. To check that the scripts successfully performed the desired operation on Avaya CMS,
verify that the appropriate name and group(s) were associated with the agent login ID using the
procedures in Section 8.3.4.
8.3.1. Run AddAgent Script
From the command prompt, run the following AddAgent command to associate agent login ID
“5302” with the name “John Smith” and the groups “sales” and “marketing”. Prior to running
this command, the agent login ID must be configured on Avaya Communication Manager as
described in Section 4.5 and the agent groups should already be configured on Avaya CMS as
described in Section 5.4.
C:\starfish\CMSInterface>AddAgent 5302 "John Smith" 2 sales marketing
The AddAgent command output is displayed below. The output may be displayed to the
console and/or the CMSInterface.log file.
C:\starfish\CMSInterface>echo off
** SPS-CMS Integration - 1.1
SPS-CMS Integration - 1.1
Agent added successfully - 5302
Agent 5302 added to group sales
Agent 5302 added to group marketing
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8.3.2. Run UpdateAgent Script
From the command prompt, run the following UpdateAgent command to modify the name and
groups associated with agent login ID “5302”. In this example, the name associated with agent
login ID “5302” is changed to “Ellen Klein” and only the “engineering” group is associated to
the agent login ID.
C:\starfish\CMSInterface>UpdateAgent 5302 "Ellen Klein" 2 engineering
The UpdateAgent command output is displayed below. The output may be displayed to the
console and/or the CMSInterface.log file.
C:\starfish\CMSInterface>echo off
SPS-CMS Integration - 1.1
SPS-CMS Integration - 1.1
Agent 5302 modified successfully
Agent 5302 removed from all groups
Agent 5302 added to group engineering
8.3.3. Run DeleteAgent Script
From the command prompt, run the following DeleteAgent command to remove the name and
group associations with agent login ID “5302”.
C:\starfish\CMSInterface>DeleteAgent 5302 2
The DeleteAgent command output is displayed below. The output may be displayed to the
console and/or the CMSInterface.log file.
C:\starfish\CMSInterface>echo off
SPS-CMS Integration - 1.1
SPS-CMS Integration - 1.1
Agent 5302 removed successfully from all groups
Agent 5302 deleted successfully
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8.3.4. Verify Agent Login ID Associations in Avaya CMS
To verify that the CMS Integration Module associated the appropriate name to the agent login
ID, check the Login Identifications in Avaya CMS. Form the CMS Main Menu, navigate to
Dictionary Login Identifications. The Dictionary: Login Identifications screen will be
displayed.
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From the Dictionary: Login Identifications screen, specify the Login ID and hit Return. From
the menu to the right, select List All and hit Return again.
The name associated with the Login ID is displayed on the next screen shown below and should
match the name specified as a script parameter.
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To verify that the CMS Integration Module associated the appropriate group to the agent login
ID, check the Agent Groups in Avaya CMS. Form the CMS Main Menu, navigate to
Dictionary Agent Groups. The Dictionary: Agent Groups screen will be displayed.
From the Dictionary: Agent Groups screen, specify the Agent group name associated with the
Login ID and hit Return. From the menu to the right, select Get contents and hit Return again.
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From the Dictionary: Agent Groups: Get screen, specify the Login IDs and hit Return. From
the menu to the right select List All and hit Return again.
The group name associated with the Login ID is displayed on the next screen shown below and
should match the name specified as a script parameter. Repeat this procedure if the login ID has
been associated with multiple groups.
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9. Conclusion These Application Notes describe the configuration steps required to integrate the Starfish
Provisioning Solution CMS Integration Module with Avaya Call Management System using the
ODBC interface. The CMS Integration Module is a component of the Starfish Provisioning
Solution, which wasn’t verified during this compliance test. All feature and serviceability test
cases were completed successfully.
10. References This section references the product documentation relevant to these Application Notes.
Administrator Guide for Avaya Communication Manager, Document 03-300509, Issue
4.0, January 2008, available at http://support.avaya.com.
Avaya Call Management System Switch Connections, Administration, and
Troubleshooting, Document ID 07-601582, February 2006, available at
http://support.avaya.com.
Starfish Provisioning Solution CMS Integration Module 1.0, contact Starfish Associates
for a copy of this document.
JAO; Reviewed:
SPOC 3/20/2009
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©2009 Avaya Inc. All Rights Reserved.
Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by ® and ™
are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the
property of their respective owners. The information provided in these Application Notes is
subject to change without notice. The configurations, technical data, and recommendations
provided in these Application Notes are believed to be accurate and dependable, but are
presented without express or implied warranty. Users are responsible for their application of any
products specified in these Application Notes.
Please e-mail any questions or comments pertaining to these Application Notes along with the
full title name and filename, located in the lower right corner, directly to the Avaya DevConnect
Program at [email protected].