Archive for November, 2019

Introduction

The AutoBridge enables Home Agent solution for Avaya contact center. The tool monitors a pool of Avaya extensions in the contact center, it bridges Avaya and Asterisk extensions together whenever any of the Avaya extension has incoming or outgoing call. This enables home agent who is stayed at home can operate his/her CRM application via a VPN connection and speaks to his/her customer using an Internet SIP phone.

This solution required SIP trunks setup between the Avaya and Asterisk. Home agent using SIP phone (a hard SIP phone is preferred for better voice quality and easy of control) to connect to the Asterisk over the Internet. When the home agent login to ACD using his/her CRM application, the AutoBridge knows which Asterisk extension to be bridged with the Avaya extension that the agent is engaging in a call. The AutoBridge protects your existing Avaya investment, no modification of your CTI or CRM is required to implement the Home Agent solution.

Windows Preparation and Password Encryption

  • An access MDB file which stored the CT username and password of AE server. 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 passwords for the CT user of AE server, then paste the encrypted password to parameter ab_tlink. For example, the encrypted password for “p@ssword” is “R3NIw1yJMLlnPFzEQtuh2A==”

Windows 64 bit System 

  • For 64 bit Windows system, please follow the steps below
    • Configure ODBC System DSN using 32 bit version of ODBC Admin tool.
      C:WindowsSysWOW64odbcad32.exe

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 AutoBridge zip file here.
  • Follow the steps below to install the software.
    • Extract all the files into directory c:\program files\autobridge
    • Open Windows Command Prompt, enter the following commands to register the program as Windows Service
      • cd c:\program files\autobridge
      • AutoBridge -i
    • Open ODBC Setting, create System DSN called AUTOBRIDGECFG for Microsoft Access Driver and point to autobridge.mdb which is located in the directory c:\program files\autobridge
    • Open the Access file, edit the value of parameters ab_tlink_01 and ab_tlink_02 to the TLINK of your AES servers in the tParameter table
    • Start the Windows Service AutoBridge
    • Telnet to localhost and port number 14020, enter username tcpgate and password tcpgate01 to access the program console
    • Enter the following command in the program console to add extensions
      • add extension 61101
      • Hint: 61101 is agent extension
    • Enter the following command in the program console to add ACD monitoring
      • add acd 51101
      • Hint: 51101 is ACD
    • Enter the following command in the program console to add phantom devices
      • add phantom 41101
      • Hint: 41101 is phantom device
    • Enter the following command in the program console to add mapping between Avaya and Asterisk extension
      • add autobridge 10001 4511001
      • Hint: 10001 is Avaya extension, 4511001 is dialing string from Avaya to the Asterisk 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

RedHat/CentOS 6.x Installation Guide

  • centosredhat
  • The following is for RedHat/CentOS 6 32 bit and 64 bit only, other Linux distributions are not supported.
  • Avaya provides only 32 bit version of TSAPI SDK, the executable filename of AutoBridge is called “AutoBridge”.
  • Login as root and execute the following commands
  • Install the following packages for 64 bit OS
  • yum install libstdc++.i686 expat.i686 openssl.i686 unixODBC.i686 mysql-libs.i686
  • wget http://mirror.centos.org/centos/6/os/i386/Packages/mysql-connector-odbc-5.1.5r1144-7.el6.i686.rpm
  • rpm -ivh mysql-connector-odbc-5.1.5r1144-7.el6.i686.rpm
  • Download Avaya Aura AE Services 7.0 TSAPI Client for RHEL 6 from DevConnect
  • chmod +x tsapi-client-linux-7.0.0-131.bin
  • Execute the installation file tsapi-client-linux-7.0.0-131.bin
    • ./tsapi-client-linux-7.0.0-131.bin
  • Edit /usr/lib/tslibrc, change 127.0.0.1 to the IP address of your Avaya AES
  • Install the following packages for 32 bit and 64 bit OS
  • yum install mysql-server mysql
  • yum install mysql-connector-odbc unixODBC
  • Config and start MySQL
  • chkconfig mysqld on
  • service mysqld start
  • Create database and user
  • mysql -u root -p
  • > create database autobridge;
  • > create user 'tcpgate'@'localhost' identified by 'tcpgate';
  • > grant all on autobridge.* to 'tcpgate'@'localhost';
  • > flush privileges;
  • > quit
  • mysql -h localhost -u tcpgate -p autobridge < autobridge.sql
  • Copy the following to /etc/odbc.ini file
    • [AUTOBRIDGECFG]
      Description = MySQL connection to AutoBridge
      Driver = MySQL
      Server = localhost
      Port = 3306
      Database = autobridge
  • Create user and copy files
  • useradd autobridge
  • mkdir /usr/local/autobridge
  • cp AutoBridge /usr/local/autobridge
  • chmod +x /usr/local/autobridge/AutoBridge
  • chown -R autobridge.autobridge /usr/local/autobridge
  • mkdir -p /var/log/autobridge
  • chown -R autobridge.autobridge /var/log/autobridge
  • Auto start the daemon after server reboot
  • echo "rm /tmp/autobridge.log" >> /etc/rc.local
  • echo "su autobridge -c '/usr/local/autobridge/AutoBridge'" >> /etc/rc.local

AvayaMonitor PRTG Integration

Posted: November 14, 2019 in News, System Monitoring

We just integrated the AvayaMonitor with PRTG, please find the screen dumps as following: