Workforce AES71

Avaya Solution & Interoperability Test Lab
Application Notes for Verint® Workforce Optimization

Version 15.2 with Avaya Aura® Communication Manager
R7.1 and Avaya Aura® Application Enablement Services
R7.1 – Issue 1.0
Abstract
These Application Notes describe the configuration steps required for Verint® Workforce
Optimization to interoperate with Avaya Aura® Communication Manager and Avaya Aura®
Application Enablement Services 7.1.2. Verint Workforce Management is a call recording
solution.
In the compliance testing, Verint® Workforce Optimization used the Telephony Services
Application Programming Interface from Avaya Aura® Application Enablement Services to
monitor contact center devices on Avaya Aura® Communication Manager, and used the
Device, Media, and Call Control interface from Avaya Aura® Application Enablement
Services along with the Single Step Conference feature to capture media associated with the
monitored agents for call recording.
Readers should pay attention to Section 2, in particular the scope of testing as outlined in
Section 2.1 as well as the observations noted in Section 2.2, to ensure that their own use cases
are adequately covered by this scope and results.
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.
KP; Reviewed Solution & Interoperability Test Lab Application Notes 1 of 37

SPOC 4/9/2018 ©2018 Avaya Inc. All Rights Reserved. Workforce-AES71
1. Introduction
These Application Notes describe the configuration steps required for Verint® Workforce
Optimization to interoperate with Avaya Aura® Communication Manager and Avaya Aura®
Application Enablement Services 7.1.2. Verint Workforce Optimization is a call recording
solution.
In the compliance testing, Verint Workforce Optimization used the Telephony Services
Application Programming Interface (TSAPI) from Avaya Aura® Application Enablement
Services to monitor contact center devices on Avaya Aura® Communication Manager, and used
the Device, Media, and Call Control (DMCC) interface from Avaya Aura® Application
Enablement Services along with the Single Step Conference feature to capture media associated
with the monitored agents for call recording.
The TSAPI interface is used by Verint Workforce Optimization to monitor skill groups and agent
station extensions, and the DMCC interface is used by Verint Workforce Optimization to register
virtual IP softphones. When there is an active call at the monitored agent, Verint Workforce
Optimization is informed of the call via event reports from the TSAPI interface. Verint
Workforce Optimization starts the call recording by using the Single Step Conference feature
from the TSAPI interface to add a virtual IP softphone to the active call to obtain the media. The
TSAPI event reports are also used to determine when to stop the call recordings.
2. General Test Approach and Test Results

The feature test cases were performed manually. Upon start of the Workforce application, the
application automatically registers the virtual IP softphones to Communication Manager using
DMCC, and requests monitoring for the skill groups and agent stations using TSAPI.
Each call was handled manually on the agent with generation of unique audio content for the
recordings. Necessary user actions such as hold and reconnect were performed from the agent
telephones to test the different call scenarios.
The serviceability test cases were performed manually by disconnecting/reconnecting the

Ethernet cable to Workforce server.
DevConnect Compliance Testing is conducted jointly by Avaya and DevConnect members. The
jointly-defined test plan focuses on exercising APIs and/or standards-based interfaces pertinent
to the interoperability of the tested products and their functionalities. DevConnect Compliance
Testing is not intended to substitute full product performance or feature testing performed by
DevConnect members, nor is it to be construed as an endorsement by Avaya of the suitability or
completeness of a DevConnect member’s solution.
Avaya recommends our customers implement Avaya solutions using appropriate security and
encryption capabilities enabled by our products. The testing referenced in these DevConnect
Application Notes included the enablement of supported encryption capabilities in the Avaya
products. Readers should consult the appropriate Avaya product documentation for further
information regarding security and encryption capabilities supported by those Avaya products.

Support for these security and encryption capabilities in any non-Avaya solution component is
the responsibility of each individual vendor. Readers should consult the appropriate vendor-
supplied product documentation for more information regarding those products.
For the testing associated with these Application Notes, the interface between Avaya systems
and Verint Workforce Optimization did not include use of any specific encryption features as
requested by Verint.
The encryption (TLS/SRTP) is used only between Avaya Aura systems.
2.1. Interoperability Compliance Testing

The interoperability compliance test included feature and serviceability testing. The feature
testing focused on verifying the following on Workforce:
 Handling of TSAPI messages in the areas of event notification and value queries.
 Use of DMCC registration services to register the virtual IP softphones.
 Use of TSAPI call control services to activate Single Step Conference for the virtual IP
softphones.
 Use of DMCC monitoring services and media control events to obtain the media from the
virtual IP softphones.
 Proper recording, logging, and playback of calls for scenarios involving inbound, outbound,
internal, external, ACD, non-ACD, hold, reconnect, simultaneous, conference, and transfer.
The serviceability testing focused on verifying the ability of the Workforce to recover from
adverse conditions, such as disconnecting/reconnecting the Ethernet cable to Workforce.
2.2. Test Results

All test cases were executed and verified. The following were observations on Workforce from
the compliance testing.
 The internal call from H.323 station to SIP station (either one of them is monitored
station or both are monitored stations by Verint call recording application) sometimes
cannot be recorded. The reason is because a collision between SIP shuffling and SSC
requests from call recording adjunct, CM denies SSC request on call when SIP shuffling
is in progress. CM can delay the start of a shuffle up to 100ms, and the shuffle may take
200ms due to SIP delays that means that when a SSC request comes in less than 300ms
after a call is answered, it can collide with the shuffle sequence. The SSC wants to add a
new party to an existing call so a conference connection must be created. The
workaround for this issue is to disable the shuffling on SIP signaling group used by SIP
phone.

2.3. Support
Technical support on Workforce Optimization can be obtained through the following:
 Phone: (866) 787-2020

 Email: [email protected]
 Web: http://online.verint.com

3. Reference Configuration
Figure 1 illustrates the compliance test configuration consisting of:
 Avaya Aura® Communication Manager R7.0
 Avaya Aura® Application Enablement Services R7.0
 Various IP, Digital, and analog endpoints
 Verint Workforce server installed on a standalone machine
In the compliance testing, Workforce Optimize monitored the skill group and agent station
extensions shown in the table below.
Device Type Extension

VDN 3340
Skill Group 3320
Supervisor Station 3301, 3403
Agent Station 3303, 3401
Agent ID 1000, 1001
Figure 1 – Verint Workforce Optimization Test Configuration

4. Equipment and Software Validated
The following equipment and version were used in the reference configuration described above:
Equipment/Software Release/Version
Avaya Aura® Communication Manager running on 7.1.2.0.0.532 – FP2
virtualized environment
Avaya Aura® Application Enablement Services running 7.1.2.0.0.3
on virtualized environment
Avaya Aura® Session Manager running on virtualized 7.1.2.0.712004
environment
Avaya Aura® System Manager 7.1.2.0.057353
Avaya Aura® Media Server 7.7.0.359
Avaya G450 Media Gateway FW 38 .21 .0
Avaya 96x1 Series IP Telephone
 96x1 (H.323) 6.6506
 96x1 (SIP) 7.1.1.0.9
Avaya 1416 Digital Telephones FW 1
2500 analog phone -
Verint® Workforce Optimization running on Windows 15.2
2012 Standard Server

5. Configure Avaya Aura® Communication Manager
This section provides the procedures for configuring Communication Manager. The procedures
fall into the following areas:
 Verify Feature and License for the integration
 Administer Communication Manager System Features
 Administer IP Services for Application Enablement Services
 Administer Computer Telephony Integration (CTI) Link
 Verify Recorded Extensions
 Add Virtual Stations
All the configuration changes in this section for Communication Manager are performed through
the System Access Terminal (SAT) interface. For more details on configuring Communication
Manager, refer to the Avaya product documentation in Section 10.
5.1. Verify Feature and License

Enter the display system-parameters customer-options command and ensure that Computer
Telephony Adjunct Links is set to y. If this option is not set to y, contact the Avaya sales team
or business partner for a proper license file.
display system-parameters customer-options Page 4 of 12

OPTIONAL FEATURES
Abbreviated Dialing Enhanced List? y Audible Message Waiting? y

Access Security Gateway (ASG)? n Authorization Codes? y
Analog Trunk Incoming Call ID? y CAS Branch? n
A/D Grp/Sys List Dialing Start at 01? y CAS Main? n
Answer Supervision by Call Classifier? y Change COR by FAC? n
ARS? y Computer Telephony Adjunct Links? y
ARS/AAR Partitioning? y Cvg Of Calls Redirected Off-net? y
ARS/AAR Dialing without FAC? y DCS (Basic)? y
ASAI Link Core Capabilities? n DCS Call Coverage? y
ASAI Link Plus Capabilities? n DCS with Rerouting? y
Async. Transfer Mode (ATM) PNC? n
Async. Transfer Mode (ATM) Trunking? n Digital Loss Plan Modification? y
ATM WAN Spare Processor? n DS1 MSP? y
ATMS? y DS1 Echo Cancellation? y
Attendant Vectoring? y
(NOTE: You must logoff & login to effect the permission changes.)

Each recording port or virtual station extension the recorder will use to record agent phones will
require an IP_API_A license if not licensed on Application Enablement Services.
display system-parameters customer-options Page 11 of 12
MAXIMUM IP REGISTRATIONS BY PRODUCT ID
Product ID Rel. Limit Used

AgentSC * : 2400 0
IP_API_A * : 2400 0
IP_Agent * : 2400 0
5.2. Administer Communication Manager System Features

Enter the change system-parameters features command and ensure that on page 5 Create
Universal Call ID (UCID) is enabled and a relevant UCID Network Node ID (1 was used in
the test) is defined. Also ensure that on page 13 that Send UCID to ASAI is set to y. Workforce
relies on UCID to track complex calls (Transfers and Conferences).
change system-parameters features Page 5 of 19

FEATURE-RELATED SYSTEM PARAMETERS
SYSTEM PRINTER PARAMETERS

Endpoint: Lines Per Page: 60
SYSTEM-WIDE PARAMETERS
Switch Name:
Emergency Extension Forwarding (min): 10
Enable Inter-Gateway Alternate Routing? n
Enable Dial Plan Transparency in Survivable Mode? n
COR to Use for DPT: station
EC500 Routing in Survivable Mode: dpt-then-ec500
MALICIOUS CALL TRACE PARAMETERS
Apply MCT Warning Tone? n MCT Voice Recorder Trunk Group:
Delay Sending RELease (seconds): 0
SEND ALL CALLS OPTIONS
Send All Calls Applies to: station Auto Inspect on Send All Calls? n
Preserve previous AUX Work button states after deactivation? n
UNIVERSAL CALL ID
Create Universal Call ID (UCID)? y UCID Network Node ID: 1

change system-parameters features Page 13 of 19
FEATURE-RELATED SYSTEM PARAMETERS
CALL CENTER MISCELLANEOUS
Callr-info Display Timer (sec): 10
Clear Callr-info: next-call
Allow Ringer-off with Auto-Answer? n
Reporting for PC Non-Predictive Calls? n
Agent/Caller Disconnect Tones? n

Interruptible Aux Notification Timer (sec): 3
Zip Tone Burst for Callmaster Endpoints: double
ASAI
Copy ASAI UUI During Conference/Transfer? n
Call Classification After Answer Supervision? n
Send UCID to ASAI? y
For ASAI Send DTMF Tone to Call Originator? y
Send Connect Event to ASAI For Announcement Answer? n
Prefer H.323 Over SIP For Dual-Reg Station 3PCC Make Call? n
5.3. Administer IP-Services for Application Enablement Services

Add an IP-Services entry for Application Enablement Services as described below:
 Enter the change ip-services command.
 In the Service Type field, type AESVCS.
 In the Enabled field, type y.
 In the Local Node field, type the Node name procr for the Processor Ethernet Interface.
 In the Local Port field, use the default of 8765.
Note that if installations using CLAN connectivity, each CLAN interface would require similar
configuration.
change ip-services Page 1 of 3
IP SERVICES
Service Enabled Local Local Remote Remote
Type Node Port Node Port
AESVCS y procr 8765

On Page 3 of the IP Services form, enter the following values:
 In the AE Services Server field, type the host name of the Application Enablement
Services server.
 In the Password field, type the same password to be administered on the Application
Enablement Services server in Section 6, Step 1.
 In the Enabled field, type y.
change ip-services Page 3 of 3
AE Services Administration
Server ID AE Services Password Enabled Status

Server
1: aes70 * y in use
2: aesvm63 * y idle
3: aesvm70 * y idle
4: aes7 * y idle
5.4. Administer Computer Telephony Integration (CTI) Link

Enter the add cti-link <link number> command, where <link number> is an available CTI link
number.
 In the Extension field, type a valid station extension.
 In the Type field, type ADJ-IP.
 In the Name field, type a descriptive name.
add cti-link 1 Page 1 of 3

CTI LINK
CTI Link: 1
Extension: 3332
Type: ADJ-IP
COR: 1
Name: AES70

5.5. Verify Recorded Extensions
All stations (H.323 and Digital) that will be recorded using the Multiple Registration method
must have IP Softphone enabled, and the application needs to know the Security Code in order
to successfully register. For stations (SIP and Analog) that are unable to support Softphone, or
which the administrator prefers to record using Single Step Conference, leave the IP Softphone
setting disabled. Use the display station n command to verify information, or change station n
to make changes if necessary.
display station 3301 Page 1 of 6

STATION
Extension: 3301 Lock Messages? n BCC: 0

Type: 9641 Security Code: * TN: 1
Port: S00011 Coverage Path 1: COR: 1
Name: Coverage Path 2: COS: 1
Hunt-to Station: Tests? y
STATION OPTIONS
Time of Day Lock Table:
Loss Group: 19 Personalized Ringing Pattern: 1
Message Lamp Ext: 3301
Speakerphone: 2-way Mute Button Enabled? y
Display Language: english Button Modules: 1
Survivable GK Node Name:
Survivable COR: internal Media Complex Ext:
Survivable Trunk Dest? y IP SoftPhone? y
IP Video Softphone? n
Short/Prefixed Registration Allowed: default
Customizable Labels? y

5.6. Add Virtual Stations
Virtual stations are used by Workforce to do Single Step Conference based call recording for
stations. Add a virtual station using the add station <n> command; where <n> is an available
extension number. Enter the following values for the specified fields, and retain the default
values for the remaining fields.
 In the Type field, enter a station type such as 9640

 In the Name field, enter a descriptive name for e.g. DMCC Station 1
 In the Security Code field, enter a desired value
 Set the IP SoftPhone field to y
display station 3317 Page 1 of 5

STATION
Extension: 3317 Lock Messages? n BCC: 0

Type: 9640 Security Code: * TN: 1
Port: S00019 Coverage Path 1: COR: 1
Name: DMCC Station 1 Coverage Path 2: COS: 1
Hunt-to Station: Tests? y
STATION OPTIONS
Time of Day Lock Table:
Loss Group: 19 Personalized Ringing Pattern: 1
Message Lamp Ext: 3317
Speakerphone: 2-way Mute Button Enabled? y
Display Language: english Button Modules: 0
Survivable GK Node Name:
Survivable COR: internal Media Complex Ext:
Survivable Trunk Dest? y IP SoftPhone? y
IP Video Softphone? n
Short/Prefixed Registration Allowed: default
Customizable Labels? Y

6. Configure Avaya Aura® Application Enablement Services
All administration of Application Enablement Services is performed via a web browser. Enter
https://<ip-addr> in the URL field of a web browser where <ip-addr> is the IP address of the
Application Enablement Services server. After a login step, the Welcome to OAM page is
displayed. Note that all navigation is performed by clicking links in the Navigation Panel on the
left side of the screen, context panels will then appear on the right side of the screen.
The procedures fall into the following areas:

 Configure Communication Manager Switch Connections
 Configure TSAPI Link
 Obtain TSAPI Link
 Configure CT user
 Confirm TSAPI and DMCC Licenses

6.1. Configure Communication Manager Switch Connections
To add links to Communication Manager, navigate to the Communication Manager Interface
 Switch Connections page and enter a name for the new switch connection (e.g. interopCM)
and click the Add Connection button (not shown). The Connection Details screen is shown.
Enter the Switch Password configured in Section 5.3 and check the Processor Ethernet box if
using the procr interface. Click Apply.
The display returns to the Switch Connections screen which shows that the interopCM switch
connection has been added.

Click the Edit PE/CLAN IPs button on the Switch Connections screen to configure the procr
or CLAN IP Address(es) for TSAPI message traffic. The Edit Processor Ethernet IP screen is
displayed. Enter the IP address of the procr interface and click the Add/Edit Name or IP
button.
Click the Edit H.323 Gatekeeper button on the Switch Connections screen to configure the
procr or CLAN IP Address(es) for DMCC registrations. The Edit H.323 Gatekeeper screen is
displayed. Enter the IP address of the procr interface and click the Add Name or IP button.

6.2. Configure TSAPI Link
To configure a TSAPI link, select AE Services  TSAPI  TSAPI Links from the left pane.
The TSAPI Links screen is displayed, as shown below. Click Add Link
The Link field is only local to the Application Enablement Services server, and may be set to
any available number. For Switch Connection, select the relevant switch connection from the
drop-down list. In this case, the existing switch connection “interopcm” is selected. For Switch
CTI Link Number, select the CTI link number from Section 5.4. Retain the default values in
the remaining fields, and click Apply Changes.

6.3. Obtain TSAPI Link
Select Security  Security Database  Tlinks from the left pane. The Tlinks screen shows a
listing of the Tlink names. A new Tlink name is automatically generated for the TSAPI service.
Locate the Tlink name associated with the relevant switch connection, which would use the
name of the switch connection as part of the Tlink name. Make a note of the associated Tlink
name, to be used later for configuring Workforce.
In this case, the associated unencrypted Tlink name is

“AVAYA#INTEROPCM#CSTA#AES70”. Note the use of the switch connection “interopcm”
from Section 6.1 as part of the Tlink name.

6.4. Configure CT User
In the Navigation Panel, select User Management  User Admin  Add User. The Add User
panel will display as shown below. Enter an appropriate User Id, Common Name, Surname,
and User Password. Select Yes from the CT User dropdown list.
Click Apply (not shown) at the bottom of the pages to save the entries.

If the Security Database (SDB) is enabled on Application Enablement Services, set the Verint
user account to Unrestricted Access to enable any device (station, ACD extension, DMCC
virtual station) to be used implicitly. This step avoids the need to duplicate administration.
Navigate to Security  Security Database  CTI Users  List All Users and select the
verint user and click Edit.

On the Edit CTI User panel, check the Unrestricted Access box and click the Apply Changes
button. Click Apply when asked to confirm the change on the Apply Changes to CTI User
Properties dialog.

6.5. Confirm TSAPI and DMCC Licenses
Workforce uses a DMCC (VALUE_AES_DMCC_DMC) license for each recording port.
Additionally, a TSAPI Basic (VALUE_AES_TSAPI_USERS) license is used for each agent
station being monitored. If VALUE_AES_DMCC_DMC is licensed on Application
Enablement Services, then an IP_API_A is generally not required on Communication Manager.
Please consult product offer documentation for more details. If the licensed quantities are not
sufficient for the implementation, contact the Avaya sales team or business partner for a proper
license file.
From the left pane menu on Application Enablement Services Management Console, click
Licensing  WebLM Server Access. A Web License Manager login window is displayed.
Enter proper credentials to log in. Click Licensed products  APPL_ENAB 
Application_Enablement from the left pane. The Application Enablement Services license is
displayed in the right pane. Ensure that there are enough VALUE_AES_DMCC_DMC and
VALUE_AES_TSAPI_USERS licenses available.

7. Configure Verint® Workforce Management
The initial configuration of the Workforce server is typically performed by Verint system
engineer or authorized installers. These Application Notes will only cover the steps necessary to
configure the Workforce solution to interoperate with Communication Manager and Application
Enablement Services.
The steps include:
 Launch Verint Workforce Web Management

 Configure Data Sources
 Configure TSAPI and DMCC Adapters

7.1. Launch Verint Workforce Web Management
Local configurations of the Recorder and Recorder Integration adapters are managed via the
Recorder Manager Web application. This can be accessed directly via a shortcut on the server
desktop, or it can be launched from the Enterprise Manager Installation hierarchy.
If launched directly via the shortcut, enter the login name of superuser and the appropriate
password. If launched from Enterprise Manager, it utilizes SSO and logins you in automatically.

7.2. Configure Data Source
Enterprise wide configurations are managed in the Enterprise Manager web application. This
can be accessed by pointing your browser to http://<hostname>/wfo/ui.
To configure a Data Source, log in to the Enterprise Manager web-based application from
Workforce server, enter username wsuperuser and it appropriate password to log in the
Enterprise Manager (not shown), from the home page navigate to My Home  Recording
Management  Data Sources Settings as shown in the screenshot below.
In the Settings page, select Create Data Source button to create a new data source. The Data
Source Type pop-up is displayed; select Phone in the Type field and Avaya Communication
Manager/Definity in the Switch/Sub Type field. Click on Select button on completion.

Provide the following values for the specific fields and retain the default values for the remaining
fields.
 Name – enter a described name, e.g. AvayaCM in this case

 Time Zone – select a proper time zone in the dropdown menu
 Associated Integration Service Installations – select the Recorder Integration Service
check box
On the completion, click Save button.

7.2.1. Configure Data Source – Member Groups
To create a member group, select Member Group link from the Data Sources page. In the
compliance test, two member groups were created, one for extension recording resource and the
other for selective extension pool.
The screenshot below shows the extension recording resource (ERR) group member. Provide the
following values for the specific fields.
 Name – enter a descriptive name for e.g. ERR

 Recorder Control Type – select Single Step Conference in the dropdown menu
 Share Recorders – check the check box IP Recorder
 Assigned Phones – click on Assign & Create Phones to add virtual DMCC stations
3317, 3318, and 3319 to the list.

The screenshot below shows the selective recording pool (SEP) group member, provide the
following values for the specific fields.
 Name – enter a descriptive name for e.g. SEP

 Recorder Fallback Type – select On CTI Disconnection in the dropdown menu
 Associated Membergroups – select the check box on the ERR which is the extension
recording group created above.
 Assigned Extension – click on Assign & Create Phones to add extensions in the CM
switch that will be monitored and recorded.

7.2.2. Configure Data Sources – Phones
To create a new phone, click on Phones link from the DATA SOURCES page. The Phones
section is displayed, select Create button (not shown). The PHONE: New Phone page is
displayed, in the Primary Extension section, enter the following values for the fields below.
 Extension – enter CM stations that is monitored and recorded by Workforce, these

stations configured in Section 5.5
 Recording Mode – select Record from the dropdown menu
On the completion, click Save button.

Repeat the same procedure above to create a new phone for the virtual DMCC station which is
configured in Section 5.6. The Recording Mode is set to Recording Resource.
In the compliance test, the following extensions were configured as Record (3301, 3303, 3401
and 3404) and Recording Resource (3317, 3318, and 3319).

7.3. Configuration TSAPI and DMCC Adapter
From the top menu of the Recorder Manager application, navigate to General Setup 
Integration Adapters  Settings. The adapter setting is displayed in the middle of the page.
Workforce call recording utilizes both DMCC and TSAPI interfaces for monitoring stations and
for recording calls.
The screen below show the TSAPI adapter was created for the testing. Note that Avaya TSAPI
client application needs to be installed on the server as a prerequisite.
 Data Source – select AvayaCM as configured in Section 7.2

 Avaya CT Service Id – enter to the TSAPI link as shown in Section 6.3
 Login Name – enter the verint user as configured in Section 6.4
 Login Password – enter the password of verint user as configured on Section 6.4

Select DMCC adapter from the left pane, the DMCC settings is displayed in the right side of the
page. Enter the following values for the specific fields and retain the default values for the
remaining fields.
 Data Source – select AvayaCM from the dropdown menu

 AES Server Hostname – enter the IP address of AES server
 AES Username – enter the verint user as configured in Section 6.4
 AES Password – enter the password of verint user as configured in Section 6.4
 Avaya CM Switch Name – enter the name of CM switch, in this case it is interopcm
 User Extension as Device Passcode – check the check box to use the extension as the
passcode to register virtual DMCC station to Avaya CM.

8. Verification Steps
This section provides the tests that can be performed to verify proper configuration of Avaya
Aura® Communication Manager, Avaya Aura® Application Enablement Services, and Verint
Workforce.
8.1. Verify Avaya Aura® Communication Manager

Verify that the interface on Communication Manager to Application Enablement Services is
enabled and in listening status (use the status aesvcs cti-link command on the Communication
Manager SAT).
status aesvcs cti-link
AE SERVICES CTI LINK STATUS
CTI Version Mnt AE Services Service Msgs Msgs

Link Busy Server State Sent Rcvd
1 7 no aes70 established 75 75
Verify the registration status of the recording devices by using the list registered-ip-stations
command. Verify that there is an entry for each virtual IP softphone from Section 5.6, with the
client IP address of Application Enablement Services as Station IP Address, as shown below.
list registered-ip-stations
REGISTERED IP STATIONS
Station Ext Set Type/ Prod ID/ Station IP Address/

or Orig Port Net Rgn Release Skt Gatekeeper IP Address
------------- --------- ---------- --- --------------------------------------
3317 9640 IP_API_A tcp 10.33.1.4
1 3.2040 10.33.1.6
3318 9640 IP_API_A tcp 10.33.1.4
1 3.2040 10.33.1.6
3319 9640 IP_API_A tcp 10.33.1.4
1 3.2040 10.33.1.6

8.2. Verify Avaya Aura® Application Enablement Services
On Application Enablement Services, verify the status of the TSAPI link by selecting Status 
Status and Control  TSAPI Service Summary from the left pane. The TSAPI Link Details
screen is displayed.
Verify the Status is Talking for the TSAPI link administered in Section 6.2, and that the
Associations column reflects the number of monitored devices (4 stations, 1 hunt group number
and 1 VDN ) from Section Error! Reference source not found..
Verify the status of the DMCC link by selecting Status  Status and Control  DMCC
Service Summary from the left pane. The DMCC Service Summary – Session Summary
screen is displayed.
In the lower portion of the screen, verify that the User column shows an active session with the
verint user name from Section 6.4, and that the # of Associated Devices column reflects the
number of recording softphones from Section 7.2.2.

8.3. Verify Recording and Playback
To verify call recordings, log in to Enterprise Manager web-based application from Workforce
server, enter username wsuperuser and it appropriate password to log in the Enterprise Manager
(not shown), and from the home page navigate to My Home  Risk Management 
ANALIZE  Search. In the Search page, select Advanced Search (not shown), the Advance
Search pop-up is displayed, check on the check box Search Outside Visibility and select
Search button.

The Search Results page shows all recordings in range of 3 days. Each recording contains
information of call such as Start Time, Duration, Direction, Employee, Dialed From, Dialed To,
Extension…etc.
Select one of recordings by clicking on a date and time link of the recording in the Start Time
column. The Interaction Review page is displayed as shown in the screenshot below. In the
Interaction section, hit the play icon to play the recording and the Tags section in bottom left of
the page that contains all events of the recording from Alerting, Connected to Disconnected.

9. Conclusion
These Application Notes describe the procedures for configuring Verint® Workforce
Optimization to monitor and record calls placed to and from agents and phones on Avaya Aura®
Communication Manager. In the configuration described in these Application Notes, Verint uses
the Device and Media Control Services of Avaya Aura® Application Enablement Services to
perform recording. All feature and serviceability test cases were completed and passed with the
observations noted in Section 2.2.
10. Additional References

Product documentation for Avaya products may be found at http://support.avaya.com.
1. Administering Avaya Aura® Communication Manager, Release 7.0, 03-300509.
2. Administering and Maintaining Avaya Aura® Application Enablement Services, Release 7.0.
Product documentation related to Workforce Optimization can be obtained directly from Verint.

©2018 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].


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Avaya Solution & Interoperability Test Lab

Application Notes for Verint® Workforce Optimization

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2. General Test Approach and Test Results

The serviceability test cases were performed manually by disconnecting/reconnecting the

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The encryption (TLS/SRTP) is used only between Avaya Aura systems.

2.1. Interoperability Compliance Testing

2.2. Test Results

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 Phone: (866) 787-2020

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Device Type Extension

Figure 1 – Verint Workforce Optimization Test Configuration

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5.1. Verify Feature and License

display system-parameters customer-options Page 4 of 12

Abbreviated Dialing Enhanced List? y Audible Message Waiting? y

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Product ID Rel. Limit Used

5.2. Administer Communication Manager System Features

change system-parameters features Page 5 of 19

SYSTEM PRINTER PARAMETERS

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Reporting for PC Non-Predictive Calls? n

Agent/Caller Disconnect Tones? n

5.3. Administer IP-Services for Application Enablement Services

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Server ID AE Services Password Enabled Status

5.4. Administer Computer Telephony Integration (CTI) Link

add cti-link 1 Page 1 of 3

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display station 3301 Page 1 of 6

Extension: 3301 Lock Messages? n BCC: 0

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 In the Type field, enter a station type such as 9640

display station 3317 Page 1 of 5

Extension: 3317 Lock Messages? n BCC: 0

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The procedures fall into the following areas:

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In this case, the associated unencrypted Tlink name is

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The steps include:

 Launch Verint Workforce Web Management

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 Name – enter a described name, e.g. AvayaCM in this case

On the completion, click Save button.

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 Name – enter a descriptive name for e.g. ERR