UPINGET

Introduction

When using Avaya One-X Communicator in a call center environment, it is not possible for an agent to have auto answer of ACD calls. This triggered us to write a tool to solve this problem. The target of this tools is simple, it enables agents answer ACD calls automatically without pressing the Answer button. This will improve operation efficiency and reduce ACHT of the call center. With the Auto Answer tool, you can deploy One-X Communicator in a call center or home agent environment.

See Also: AutoBridge / Home Agent Solution for Avaya

See Also: ctiSVR Supports Auto Answer for One-X Communicator

OVA File for Testing

We also create a OVA file which you can deploy it to VirtualBox or VMware for testing.  After deploying the OVA file, please modify the following:

• Reference this guide to delete the file /etc/udev/rules.d/70-persistent-net.rules
• Change the MAC address and IP address of the VM in the file /etc/sysconfig/network-scripts/ifcfg-eth0
• Edit /usr/lib/tslibrc, change 127.0.0.1 to the IP address of your Avaya AES
• Telnet to AutoAnswer console port 14012, update the parameters aa_tlink_01 and aa_tlink_02. The aa_tlink_01 and aa_tlink_02 string contain three fields and they are separated by comma (,). For example “AVAYA#AVAYA_ECS#CSTA#XXXXXX,username,encrypted_password”
  • AVAYA#AVAYA_ECS#CSTA#XXXXXX is the tlink, you can get the name by command /usr/lib/tstest
  • username is the AES cti user
  • encrypted_password can be obtained by tcpgate console command genpass, enter your AES cti user password two times you will get the encrypted password
• Once the changes are completed, reboot the VM
• Contact service@upinget.com for a trial license

The username and password of the OVA VM is

• OS : root/P@ssw0rd
• MySQL: root/P@ssw0rd
• AutoAnswer console: tcpgate/tcpgate01

Windows Installation Preparation and Password Encryption

• The access MDB file stored the the username and password of AE server for this software. For security reason, a tool called encryptpasswd.exe is provided to generate encrypted password for the installation and configuration of the software
• Execute the program, generate the encrypted password for a user of AE server, then paste the encrypted password to parameter aa_tlink. For example, the encrypted password for “p@ssword” is “R3NIw1yJMLlnPFzEQtuh2A==”
• 

64 bit Windows System 

• For 64 bit Windows system, please follow the steps below
  • Configure ODBC System DSN using
    • C:\Windows\SysWOW64\odbcad32.exe
  • Stop the Windows firewall because it enables by default and telnet port 14012 is required for this application. 

Windows Installation 

• Download the TSAPI client for Windows 32-bit from Avaya web site, it contains the library files. You need to register DevConnect before you can access the download page.
• Download the AutoAnswer zip file file here.
• Follow the installation steps below to install the software.
  • Extract all the files into directory c:\program files\autoanswer
  • Open Windows Command Prompt, enter the following commands to register the program as Windows Service
    • cd c:\program files\autoanswer
    • autoanswer -i
    • sc description autoanswer “Provides Auto Answer function for Avaya One-X Communicator”
  • Open ODBC Setting, create a System DSN called AUTOANSWERCFG for Microsoft Access Driver and point the DB to autoanswer.mdb which is located in the directory c:\program files\autoanswer
  • Open the Access file, edit the value of parameters aa_tlink_01 and aa_tlink_02 to the TLINK of your AE servers in the tParameter table, take care the encrypted password for AE server
  • Start the Windows Service AutoAnswer
  • Telnet to localhost and port number 14012, enter username tcpgate and password tcpgate01 to access the program console
  • Enter the following command to add one extension for AutoAnswer
    • add extension 41101
    • Hint: 41101 is an extension, when the extension is in alerting state and the extension is login in ACD, the AutoAnswer program will issue the answer command for the extension
  • Enter the following command in the program console, you will receive debug information.
    • trace on asc
  • Enter the following command in the program console, you will get the help message
    • help

Windows Uninstallation

• Stop the Window Service AutoAnswer
• Open Windows Command Prompt, enter the following commands to uninstall the program from Windows Service
  • cd c:\program files\autoanswer
  • autoanswer -u

License Pack (10 Licenses)

Unlimited License