Planning and Prerequisite for Avaya Proactive Contact 4 · 2009-04-10 · this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any

Planning and Prerequisite for AvayaProactive Contact 4.1

April 2009

© 2009 Avaya Inc.

All Rights Reserved.

Notice

While reasonable efforts were made to ensure that the information inthis document was complete and accurate at the time of printing, AvayaInc. can assume no liability for any errors. Changes and corrections tothe information in this document might be incorporated in futurereleases.

Documentation disclaimer

Avaya Inc. is not responsible for any modifications, additions, ordeletions to the original published version of this documentation unlesssuch modifications, additions, or deletions were performed by Avaya.Customer and/or End User agree to indemnify and hold harmlessAvaya, Avaya's agents, servants and employees against all claims,lawsuits, demands and judgments arising out of, or in connection with,subsequent modifications, additions or deletions to this documentationto the extent made by the Customer or End User.

Link disclaimer

Avaya Inc. is not responsible for the contents or reliability of any linkedWeb sites referenced elsewhere within this documentation, and Avayadoes not necessarily endorse the products, services, or informationdescribed or offered within them. We cannot guarantee that these linkswill work all the time and we have no control over the availability of thelinked pages.

Warranty

Avaya Inc. provides a limited warranty on this product. Refer to yoursales agreement to establish the terms of the limited warranty. Inaddition, Avaya’s standard warranty language, as well as informationregarding support for this product, while under warranty, is availablethrough the Avaya Support Web site: http://www.avaya.com/support

Licenses

USE OR INSTALLATION OF THE PRODUCT INDICATES THE ENDUSER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN ANDTHE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE http://support.avaya.com/LicenseInfo/ ("GENERAL LICENSETERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS,YOU MUST RETURN THE PRODUCT(S) TO THE POINT OFPURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUNDOR CREDIT.

Avaya grants End User a license within the scope of the license typesdescribed below. The applicable number of licenses and units ofcapacity for which the license is granted will be one (1), unless adifferent number of licenses or units of capacity is specified in theDocumentation or other materials available to End User. "DesignatedProcessor" means a single stand-alone computing device. "Server"means a Designated Processor that hosts a software application to beaccessed by multiple users. "Software" means the computer programsin object code, originally licensed by Avaya and ultimately utilized byEnd User, whether as stand-alone Products or pre-installed onHardware. "Hardware" means the standard hardware Products,originally sold by Avaya and ultimately utilized by End User.

Copyright

Except where expressly stated otherwise, the Product is protected bycopyright and other laws respecting proprietary rights. Unauthorizedreproduction, transfer, and or use can be a criminal, as well as a civil,offense under the applicable law.

Third-party components

Certain software programs or portions thereof included in the Productmay contain software distributed under third party agreements ("ThirdParty Components"), which may contain terms that expand or limitrights to use certain portions of the Product ("Third Party Terms").Information identifying Third Party Components and the Third PartyTerms that apply to them is available on the Avaya Support Web site: http://support.avaya.com/ThirdPartyLicense/

Preventing toll fraud

"Toll fraud" is the unauthorized use of your telecommunications systemby an unauthorized party (for example, a person who is not a corporateemployee, agent, subcontractor, or is not working on your company'sbehalf). Be aware that there can be a risk of toll fraud associated withyour system and that, if toll fraud occurs, it can result in substantialadditional charges for your telecommunications services.

Avaya fraud intervention

If you suspect that you are being victimized by toll fraud and you needtechnical assistance or support, call Technical Service Center TollFraud Intervention Hotline at +1-800-643-2353 for the United Statesand Canada. For additional support telephone numbers, see the AvayaSupport Web site: http://support.avaya.com

Suspected security vulnerabilities with Avaya Products should bereported to Avaya by sending mail to: [email protected].

Trademarks

Avaya, the Avaya logo, one-X Portal, Communication Manager,Application Enablement Services, Modular Messaging, and MeetingExchange are either registered trademarks or trademarks of Avaya Inc.in the United States of America and/or other jurisdictions.

All other trademarks are the property of their respective owners.

Downloading documents

For the most current versions of documentation, see the Avaya SupportWeb site: http://www.avaya.com/support

Contact Avaya Support

Avaya Inc. provides a telephone number for you to use to reportproblems or to ask questions about your product. The supporttelephone number is 1-800-242-2121 in the United States. Foradditional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support

2 Planning and Prerequisite for Avaya Proactive Contact 4.1 April 2009

http://www.avaya.com/support

http://support.avaya.com/licenseinfo/

http://support.avaya.com/thirdpartylicense/

http://support.avaya.com




Contents

Chapter 1: Deployment options..............................................................................................7Deployment options..........................................................................................................................................7

Proactive Contact System........................................................................................................................7Proactive Contact with PG230RM............................................................................................................9Proactive Contact with CTI....................................................................................................................10Pod deployment options........................................................................................................................10

Pods Deployment............................................................................................................................................11Pod deployment options........................................................................................................................11Switching on pods..................................................................................................................................14Pod checklist..........................................................................................................................................14

Chapter 2: Implementation process overview......................................................................17Implementation process..................................................................................................................................17Project kickoff..................................................................................................................................................17

Customer project team members..........................................................................................................17Avaya project team members................................................................................................................18Major Milestones....................................................................................................................................19Project plan............................................................................................................................................20Site preparation checklist......................................................................................................................20

Site preparation..............................................................................................................................................21Software configuration specifications..............................................................................................................21

Wait queue sample messages................................................................................................................22System and agent generated completion codes list..............................................................................23

Training..........................................................................................................................................................26Installation process........................................................................................................................................27

On-site training (optional contracted service)........................................................................................27Live calling date......................................................................................................................................28Transition conference call......................................................................................................................28

Chapter 3: Site preparation....................................................................................................29Network communications................................................................................................................................29

Network preparation..............................................................................................................................29Diagraming the network – grid box........................................................................................................29IP address requirements........................................................................................................................30Sockets..................................................................................................................................................31Ethernet II network connection specifications........................................................................................33

Data transfers..................................................................................................................................................38Data transfers........................................................................................................................................38Download record formats......................................................................................................................39Upload record formats............................................................................................................................39File transfer worksheet..........................................................................................................................40Testing sample file downloads................................................................................................................41

Telephony........................................................................................................................................................42General telephony..................................................................................................................................42T1 circuits..............................................................................................................................................47T1 connections......................................................................................................................................49EI circuits................................................................................................................................................56E1 connections......................................................................................................................................59Supported analog circuits......................................................................................................................67

Planning and Prerequisite for Avaya Proactive Contact 4.1 April 2009 3

Analog direct-connect headsets............................................................................................................71CTI..........................................................................................................................................................77

Agent Blending................................................................................................................................................81Blending concepts..................................................................................................................................81Blending setup........................................................................................................................................87

Chapter 4: Hardware specifications......................................................................................91Deployment option specifications....................................................................................................................91

Rack Specifications................................................................................................................................91Proactive Contact System components..................................................................................................91Proactive Contact with PG230RM components....................................................................................93Proactive Contact with CTI specifications..............................................................................................95Pod deployment specifications..............................................................................................................96

Cabinet specifications....................................................................................................................................97Proactive Contact System cabinet..........................................................................................................97Avaya PG230RM cabinet specifications............................................... ............................................... 101

Hardware components..................................................................................................................................105Digital switch description......................................................................................................................105Proactive Contact System CPU specifications.......................................... .......................................... 108Uninterruptible power supply (UPS) specifications....................................... ....................................... 109Maintenance modem............................................................................................................................110Remote access server..........................................................................................................................110Ethernet switch specifications..............................................................................................................110Administrator console (customer provided or optionally purchased from Avaya) specifications..........111Supervisor workstations (customer provided) specifications................................................................111Agent workstations (customer provided) specifications........................................................................112Printers specifications (customer provided)..........................................................................................113Pod checklist........................................................................................................................................114

Chapter 5: Component hardware checklists......................................................................115Electrical checklist.................................................................... .................................................................... 115Space checklist..............................................................................................................................................116Environmental checklist................................................................................................................................117Phone line configuration and cabling checklists............................................................................................118

T1 digital line assignment.......................................................... .......................................................... 118ISDN-PRI digital line requirements................................................... ................................................... 119T1 digital line configuration and cabling............................................... ............................................... 121Analog line assignment........................................................................................................................123Analog line configuration and cabling................................................. ................................................. 123E1 digital line assignments......................................................... ......................................................... 125E1 digital line configuration and cabling............................................... ............................................... 126Inbound phone lines.............................................................. .............................................................. 127Outbound phone lines..........................................................................................................................129Call transfer phone lines........................................................... ........................................................... 131Headsets checklist................................................................................................................................132

Modem line checklist.................................................................. .................................................................. 135Network checklist..........................................................................................................................................136File transfer checklist....................................................................................................................................137Administrator console checklist.......................................................... .......................................................... 138Supervisor workstation checklist......................................................... ......................................................... 139Agent workstation checklist............................................................. ............................................................. 140Printer checklist...................................................................... ...................................................................... 141Internet Monitor checklist..............................................................................................................................142Cut and paste checklist................................................................ ................................................................ 143

Contents


Chapter 6: PG230RM special component hardware checklists........................................145Proactive Contact System CPU and related hardware checklist..................................................................145Proactive Contact System related hardware checklists................................................................................147Electrical checklist.................................................................... .................................................................... 149PG230RM space checklist............................................................................................................................150

Chapter 7: Agent Blending switch checklists.................................. .................................. 153Communication Manager integration checklist.............................................. .............................................. 153Proactive Contact with CTI integration checklist............................................. ............................................. 154ASPECT CallCenter 6.0 integration checklist............................................... ............................................... 154Lucent 5ESS with PINNACLE 5E9 integration checklist....................................... ....................................... 155

Index.......................................................................................................................................157

Contents


Contents


Chapter 1: Deployment options

Deployment optionsProactive Contact offers three deployment options to provide proactive contact capabilities tocustomers in moderate and high call-volume markets. Each option has its own componentsand requirements.

Related topics:Proactive Contact System on page 7Proactive Contact with PG230RM on page 9Proactive Contact with CTI on page 10Pod deployment options on page 10

Proactive Contact SystemIn a Proactive Contact System implementation, the dialing system components are providedin a single system cabinet.


The Proactive Contact System works with the equipment and operations of your call center toperform call center tasks. The main functions of the Proactive Contact System include:

• Receiving customer records from the host computer of your call center

• Selecting and sorting customer records based on the business goals of your call center

• Allowing agents to update customer information on an agent screen or on the host

• Dialing customers based on phone numbers in records.

• Passing specific call types to agents

• Adjusting the calling pace to meet the productivity and quality requirements of yourcall center

• Monitoring ACD inbound traffic and predicting when to acquire and release ACDagents for outbound calling (Agent Blending)

• Supporting outbound, inbound, and blend jobs

• Generating a variety of reports, including job, agent, system, and administrative

• Uploading updated record information to the host (optional)

Deployment options


Proactive Contact with PG230RMProactive Contact with PG230RM implementation uses the same components as the ProactiveContact System implementation.

With a Proactive Contact with PG230RM implementation, Avaya provides the rack mountableAvaya PG230RM switch and a DVD containing the Proactive Contact software applications.

This implementation provides latitude when sourcing the system components, which can resultin cost savings.

The following diagram illustrates the PG230RM cabinet.

The main functions of the PG230RMimplementation include:











Deployment options


Proactive Contact with CTIProactive Contact with CTI is a CTI-based dialer software solution that uses ApplicationEnablement Services (AES) to communicate withCommunication Manager. ApplicationEnablement Services uses the Communication Manager for call classification andannouncements. This option does not support the “wait for beep” detection for answeringmachines.

The main functions of Proactive Contact with CTI include:











The Proactive Contact with CTI is only recommended for small to mid-sized business with up to100 agents.

For Proactive Contact with CTI the agent's telephone supports transferring and conferencingcalls. By default, the transfer and conference buttons of the agent are disabled. Operators donot have their transfer and conference buttons disabled, so the person who is configuring yourProactive Contact with CTI must disable the buttons of the operator.

Pod deployment optionsUp to four Proactive Contact systems can be configured in a group called a pod. All the systemsin the pod must either be all hard dialers(Proactive Contact System or PG230RM), or all softdialers (CTI systems).

Note:All the dialers in a Pod configuration must be on the same version of dialer software.

Deployment options


Related topics:Pods shared features on page 11Pod management on page 12Primary and secondary systems on page 13Pod impacts on page 13Switching on pods on page 14Pod checklist on page 14

Pods Deployment

Pod deployment optionsUp to four Proactive Contact systems can be configured in a group called a pod. All the systemsin the pod must either be all hard dialers(Proactive Contact System or PG230RM), or all softdialers (CTI systems).

Note:All the dialers in a Pod configuration must be on the same version of dialer software.

Related topics:Pods shared features on page 11Pod management on page 12Primary and secondary systems on page 13Pod impacts on page 13Switching on pods on page 14Pod checklist on page 14

Pods shared features

In a pod, the systems are connected through a middle-tier server. Connecting systems togetherinto a pod allows you to share the following features among systems:

• Calling lists

• Jobs

• Phone strategies

• Record selections

• Logins

Pods Deployment


A pod environment greatly increases the outreach capacity of your company. Using podfunctionality, you can manage up to four systems in a distributed architecture through a single,unified administration and supervisor interface.

To support pod functionality, Proactive Contact Supervisor makes it easy for you to manageoperations and monitor traffic and workload across the pod network.

Shared calling listWith Proactive Contact, you can run a job that uses calling list data from a different system.To run such a job, the calling list format must exist on each system in the pod. The job is createdand runs on each dialer in the pod. Multiple systems calling the same calling list data at thesame time provides scalability on a single campaign beyond the physical agent limitation ofone system.

Caution:Some performance degradation should be expected for agents on the remote dialer in apod, when compared to that of the primary dialer, sharing a common list depending uponthe network conditions, the calling strategy and the customer response rate. In particular,the agent idle time on the remote dialers may vary significantly when compared to that onthe primary dialer.

The primary advantage of a shared calling list is that multiple agents logged into differentsecondary systems at geographically diverse locations can use the same calling list data. Asupervisor can use a single administrator workstation to create and start a job on each systemin a pod. Once each agents is logged in to their system, the supervisor can monitor all theiractivity from a single, real-time view.

Note:In a pod environment, each agent logs in to his or her local dialer and calls are made fromthat dialer even when using calling list data from a different system. Depending on thegeographic location of the secondary systems and the numbers being called, the calling listmay need to be configured for international dialing.

Pod management

The pod implementation option allows you to manage, monitor, and control all systems in apod from a single Supervisor workstation.

Manage agent logins: In a pod, logins and passwords can be pushed to the different systemsin the pod, but there is no facility for controlling log ins and passwords for a pod.

Monitor campaigns and jobs: Monitor supports multiple systems across the pod. Forexample, real-time job data from multiple systems can be aggregated into a single view of theoverall pod.

Control campaigns and jobs: Editor provides control functions for all systems within a pod.One supervisor can stop and start jobs, adjust Expert Calling Ratio, assign line pools, andperform other job control functions from a single Supervisor workstation.

Deployment options


Administer system: Supervisor applications and tools provide administration across allsystems in a pod, for example, copying, deleting, and modifying phone strategies, recordselections, or jobs, regardless of the system on which they reside.

Primary and secondary systems

Within a pod, one system is configured as the primary system which coordinates datamanagement with the database and the secondary systems in the pod.

Primary systemThe primary system runs the middle-tier software, essentially controlling and coordinating datamanagement. Each pod must have a primary system. Other systems feed data to the middle-tier of the primary system that processes the data and makes it available for monitoring andreporting. In this way, the system supervisor can view status or create reports that include theoperation of all systems in the pod.

Secondary systemThe secondary systems should have a common configuration such as the same calling listapplications, completion codes, and keys files which are the same as the primary system.

Pod impacts

If you work with a pod containing two to four systems, there are special considerations to thinkabout as you create ways to manage, control, and administer settings across multiple systems.

Multiple systemsMonitor always displays data for all systems in a pod. However, the controls for a pod areturned off by default.

Completion codesA system file named compcode.cfg. contains completion codes, their corresponding codenumbers, and code descriptions. Each system has one compcode.cfg file.

Completion codes are used in a variety of ways. Initially, the agent uses completion codes toend a call with a customer and to mark the call outcome on the customer record. Completioncodes are also used as part of reporting. Completion codes are essential to accurate reportingand to determine the success of a campaign.

Supervisor application automatically updates all systems in the pod during start/stop of pdsservices. Therefore a change to the completion code on one machine will carry through to therest of the dialers in the pod.

If there are four systems in a pod, there are four compcode.cfg files. You must keep thesefour completion code files in sync for several reasons:

• Agents use the same codes for the same call outcome.• Completion codes reporting is accurate.

Pods Deployment


• Troubleshooting for reasons of inaccurate completion codes is eliminated.• All system completion codes are kept in sync.• Data is effectively aggregated across systems. Completion code descriptions and

completion code assignments (RPC, Abandon, Closure) must remain consistentacross all systems in a pod.

JobsJobs must be named carefully. Use the following guidelines when creating or modifying jobs:

• Do not create multiple jobs on multiple systems with the same name if they havedifferent job parameters. When you use the same name on jobs, you limit your ability toaggregate like data across multiple systems.

• If you want to control "like" jobs in a single step (jobs with similar or like parameters),name the jobs the same on different systems. For example, if you want to change thequota on job1 on all systems, you can do so in one step.

Switching on podsIn Proactive Contact, the controls for a pod are switched off by default. This task tells youhow to switch on pod control.

1. Select Settings > Options

2. Select those systems in a pod to view.

3. Once the pod control is switched on, each job control dialog box shows a checkmark, for example, Job Linking or Change Time Zones. To control a single system,clear the check box.

Related topics:Pod deployment options on page 10Pod checklist on page 14

Pod checklist

# Description Notes

1 Designate one of the systems tobe the primary system in the pod.This system will serve as thestatistics collection location for theentire pod.

Deployment options


# Description Notes

2 Supply the primary system IPaddress and DNS name to yourAvaya Project Manager

3 Supply the secondary system(s)(maximum of three) IP addressesand DNS names to your AvayaProject Manager.

4 Determine whether the primaryand secondary systems will beconfigured with shared features.

Tip:Avaya recommends that theconfiguration be identicalbetween systems in a pod forease of management andconsistency in reporting.

5 Determine whether all the dialersin a Pod configuration are on thesame version of dialer software.

Related topics:Switching on pods on page 14Pod deployment options on page 10

Pods Deployment


Deployment options


Chapter 2: Implementation processoverview

Implementation processProactive Contact fits within the operations of your current call center. Both your Avaya projectmanager and your company prepare for its installation. Preparations occur during a multiple-week process called project implementation.

Project kickoffDuring the Project Kickoff phase, your company designates a project team, and your Avayaproject manager designates an Avaya project implementation team. The terms used for titlesand team members represent typical teams. Your Avaya vendor can structure teams differently.Use this information as a guide. For information more specific to your implementation, see theagreement with your vendor.

Your Avaya project manager develops a Project Plan and provides you with a Site PreparationChecklist.

Related topics:Customer project team members on page 17Avaya project team members on page 18Major Milestones on page 19Project plan on page 20Site preparation checklist on page 20

Customer project team membersThe structure of your project team depends on your Proactive Contact design. Some teammembers might be third-party vendors or Avaya vendors. One person could perform one ormore tasks.

The following table describes the primary roles of your project team members.


Your project teammember

Primary role

Project Manager Responsible for coordinating activities, making finaldecisions, and overseeing the implementationschedule. Your project manager is the primarycontact for the Avaya project manager and otherAvaya personnel.

System Supervisor Responsible for conducting the daily ProactiveContact operations, such as selecting accounts forcalling, monitoring the calling process, andgenerating system reports. Designate one person asthe primary system supervisor. This person isresponsible for assisting with the Proactive Contactspecification process.

Host application contact Responsible for creating the download file andprocessing an upload file on the host computer. Yourhost application contact must be familiar with hostdata formats, daily operations, and programmingcapabilities.

Data communicationscontact

Responsible for connecting the workstations to thehost computer or network and loading the softwareon the workstations.

Facilities contact Responsible for providing floor plans, verifyingelectrical wiring, and receiving Proactive Contactequipment.

Telecommunicationscontact

Responsible for setting up phone lines, includingprogramming the switch or Automatic Call Distributor(ACD) to work with Proactive Contact.

Host file transfer contact Responsible for working with the Avaya file transfertechnician. Your host file transfer contact sets up andtests the file transfer between your host computerand Proactive Contact.

Cable contact Supervises the technicians responsible for voice,data, and phone cabling.

Avaya project team membersThe Avaya project manager assembles the members of the Avaya project team and worksclosely with your project team. The Avaya project team is the primary contact for your company.

Implementation process overview


This team answers questions about the Proactive Contact installation and ensures that yourcompany receives the information required to successfully complete installation tasks.

The Avaya project team comprises the members of your project team to meet your needs. Thefollowing table describes typical team members.

Avaya project teammember

Primary Role

Avaya Project Manager Conducts the project kickoff meeting and is yourmain contact throughout implementation.Responsible for coordinating activities, overseeingthe schedule, and working with you to determine howProactive Contact can work in your environment.

Account Executive Responsible for the primary relationship betweenyour Proactive Contact vendor and your company.

Solutions Architect Helps identify all the technical connectivityrequirements for your Proactive Contactimplementation.

Integration Consultant (IC) Installs and test your Proactive Contact dialer. Theyalso assist in the go-live phase. They only provideon-site overview training for the system supervisorsand agents if they are contracted to.

Application Consultant(AC)

Conducts the specification workshop and gathersProactive Contact specifications for your installation.The AC creates the system configuration based oncustomer specifications prior to the install.

Once your company and your Avaya representative assemble project teams, the Avaya projectmanager provides an Implementation Guide and develops a Project Plan and a SitePreparation Checklist. Your company assigns resources and tasks based on these documentsand the recommendations of your project manager.

Major MilestonesEach major milestone and due date are described in advance. To keep the project on schedule,the teams must meet each due date.

The following table provides examples of major milestones for the project managers:

Project kickoff


Major Milestones for

Your Project Manager Avaya Project Manager

Complete the worksheets and deliverthem to the Proactive Contact ProjectTeam.

Deliver a site preparation checklist toyour project team.

Create sample download files anddeliver them to the Proactive ContactProject Team.

Complete the software specificationspackage.

Deliver the Project Plan. Complete the Proactive Contactconfiguration.

Complete site preparations.

Deliver upload test data to your projectteam.

Project planThe Project Plan outlines the tasks of the team, starting with an introductory conference calland ending with your acceptance of your new Proactive Contact system.

This plan identifies the responsible team members and due dates for each task. Pay carefulattention to the due dates of your company. Missing a deadline can affect the live calling datescheduled for your Proactive Contact system.

Site preparation checklistThe Proactive Contact project manager customizes the Site Preparation Checklist to fit yoursite-specific requirements. The checklist provides the detailed specifications required toprepare your site for the integration of your Proactive Contact system.

See Site preparation on page 21 for more details.



Site preparationYour Avaya project manager/Site Preparation specialist will works with you to determine yoursite preparation requirements which can include:

• Providing a dedicated power circuit and ground wiring

• Installing AE Services (Proactive Contact with CTI option and Agent Blending)

• Assuring Predictive Agent Blend connectivity

• Assessing and meeting space and environmental needs

• Ordering phone lines for outbound, inbound, transfer, and agent headset capabilities

• Creating and installing the correct connectors and cables

• Isolating your network traffic from Proactive Contact traffic

• Providing file transfer capabilities

• Installing and configuring workstations

Your Avaya project manager provides a Site Preparation Checklist that outlines specifics foryour site. Provide the detailed information in this document to your facility, network, cabling orother team members, as appropriate, to enable them to properly prepare your site prior to theinstallation. You should plan to have your site ready for the installation two weeks prior to yourinstallation start date to ensure that there are no delays to the project.

Some site preparation tasks can require substantial lead time. Having your project team closelymonitor the site preparation tasks is critical to the project schedule.

For detailed safety and regulatory information, see Safety and Regulatory Information forAvaya Proactive Contact.

Software configuration specificationsAt the specifications workshop, representatives from your company discuss Proactive Contactoptions with the Avaya Application Consultant and how to complete the specifications. Thesespecifications define how to configure Proactive Contact software to meet your calling needs.

To help your Avaya vendor assemble and test your new system, your Avaya ApplicationConsultant gathers information about the following items.

Item Description

Test data This file, in the download file format, is defined in yourProactive Contact design worksheets. This file shouldinclude at least 100 data records.

Site preparation


Item Description

File Layout This layout defines the structure of the information that issent to Proactive Contact by SFTP (Secure File TransferProtocol).

Completion Codes Each record is released with a code that you specify,depending on the outcome of the call.

Agent Screens The screens that the agents view when Proactive Contactcontacts a customer. You might need to design outboundand inbound screens.

Wait Queue Messages The recorded messages that are played to customerswhen an agent is unavailable. You can specify differentmessages for different scenarios.

IP Addresses The network addresses used by Proactive Contact tocommunicate with your internal network. The number ofIP addresses depends on the products you purchasedand your system configuration.

Training Information Each person planning on attending the training classesat Avaya must complete the training schedule providedby your Avaya project manager. This information helpsthe training instructors to structure the classes to meetyour needs.

After you and the Avaya Application Consultant approve the specifications package, the projectmanager sends you a specification letter for your signature. At this point, the Proactive Contactproject team starts configuring your Proactive Contact. The involvement of your project teamis minimal during this phase.

Related topics:Wait queue sample messages on page 22System and agent generated completion codes list on page 23

Wait queue sample messagesThe following table shows a sample wait queue message set.

Time in wait queue Display message (maximum of 20characters)

0 to 10 seconds "How may I help you?"

10 to 20 seconds "Thank you for waiting..."



Time in wait queue Display message (maximum of 20characters)

20 to 30 seconds On hold for 30 seconds

More than 30 seconds "I apologize..."

Note:For CTI dialers, the voice messages reside on the Announcement cards in theCommunication Manager.

System and agent generated completion codes listThe table below describes the agent-generated and system-generated completion codesavailable with Proactive Contact 4.0. During the specification process, specify the agentgenerated codes to use.

Code Name Type Description

0 NOTCALLED system The account has not been called.

1 CODE1 system Reserved for the system.

2 ERROR system The system detected an invalid phonenumber.

3 TIMEOUT system The system did not receive a dial tone.

4 HANG_PORT system The line was idle after the system dialedthe customer record phone number.

5 NOTINZONE system The local time for the customer phone isoutside calling hours.

6 MOFLASH_B agent Used for native voice and data transfer.An agent transfers a call to an inboundagent without remaining on the line(voice and data blind transfer).

7 HANG_TRANS system No agent is available for a supervisortransfer.

8 TDSS_HF_B agent ADAPTS API: the agent transfers a callwithout remaining on the call (blind hookflash transfer).

Software configuration specifications



9 system Reserved for the system.


11 BUSY system The system detected a busy signal.

12 CONTTONE system The system detected a continuous tone,such as a fax or a modem.

13 AUTOVOICE system The system detected an answeringmachine.

14 VOICE system Interim code when a person is on theline.

15 NOANSWER system The call that was placed was notanswered.

16 RINGING agent Can be user defined but is usuallydefined as a phone call that was stillringing but was passed to an agent.

17 CUSTHU agent Can be user defined but is usually usedto define when a customer hangs upwhile the call is in the wait queue, andthe call is still passed to an outboundagent.

19 RECALL agent Can be user defined but is usuallydefined as a recall release.

20-34 agent Customer-assigned codes used byagents.

35 CANCEL system Can be user defined but is usuallydefined as the agent cancelled themanaged call.

36 INTERCEPT system Special Information Tone (SIT) receivedthat indicates an operator interceptedthe call.For ISDN trunks, set as a D-channelsignal.

37 NOCIRCUIT system SIT received that indicates the circuitswere unavailable.For ISDN trunks, set as a D-channelsignal.




38 DISCONN system SIT received that indicates the call wasa disconnected number.For ISDN trunks, set as a D-channelsignal.

39 VACANT system SIT received that indicates the callcannot be completed as dialed.

40 REORDER system The call resulted in a fast busy tone.

41 R_RINGING system Reserved.

42 LINEFAIL system A failure on the phone line occurred.

43 OP_RECALL system Operator set recall.

44 DTMF_V system DTMF tone detected.

45 HU_INB system The customer hung up while in theinbound wait queue.

46 HU_OUT system The customer hung up while in theoutbound wait queue.

47 HANG_INB system An agent was unavailable for theinbound call.

48 HANG_OUT system An agent was unavailable for theoutbound call.

49 OPDIED system The agent session ended abnormally.

50 R_HSONHOOK

system The agent headset disconnected fromProactive Contact.

51-88 agent Customer-assigned codes used byagents.

89 MANAGEDA agent Managed Dial: Managed non-connection A.

90 MANAGEDB agent Managed Dial: Managed non-connection B.

91 VIRTVOICE system Virtual Agent: Virtual message to VOICE(to a person).

92 VIRTAUTOV system Virtual Agent: Virtual message toAUTOVOICE (to a calling machine).

Software configuration specifications



93 SOLD agent Sales Verification: Sold campaign.

94 VERIFIED agent Sales Verification: Sale verified.

95 UNVERIFIED agent Sales Verification: Sale not verified.

96 system OFCOM compliance code.


98 AORECALL agent Agent Owned Recall.


100-200 agent Customer assigned

Note:The completion code field is a 3 digit field. You can have a total of 200 codes.

TrainingYour system supervisor, project manager, and other representatives from your company attendProactive Contact training courses. These courses include an overview of Proactive Contactand hands-on training in using the system to prepare for and manage calling activity. Inaddition, the integration consultant provides a brief on-site review for those supervisors whohave been trained and provides a train the trainer session to enable those supervisors to trainagents.

Avaya Professional Services can also provide an onsite knowledge transfer for a charge uponrequest. If the Supervisors attend training at the Avaya University center, the InstallationConsultant will provide a one hour review of the materials covered in those courses before thesystem is taken into live production.

The Avaya IC is only involved in either out of the box Proactive Contact Agent type agenttraining or any custom Agent API that Avaya has developed for the customer and does notencompass any custom non-Avaya developed agent interface training.

To access available training courses and schedules, go to http://www.avaya.com/learning, andsearch for Proactive Contact .



http://www.avaya.com/learning

Installation processOn the scheduled installation date, the Integration Consultant (IC) arrives at your site tocomplete the installation. The IC also tests Proactive Contact and conducts a review of thetraining that the system supervisors received.

The IC works closely with your project team to integrate Proactive Contact into yourenvironment. Your project team must be available to answer questions related to theinstallation.

The installation process includes:

1. Setting up and testing the hardware

2. Installing and testing the software

3. Testing the network and telephony connections

4. Validating the file transfer procedure

5. Providing a brief review of the training the supervisors have completed and providea train the trainer session to enable supervisors to train agents

6. Achieving live calling

This installation process is followed to ensure seamless integration into your existing callingenvironment. During this time, the people responsible for facilities, cabling, phone lines,networking, host personnel, and IT personnel to load supervisor software to desktops must beavailable for assistance.

Related topics:On-site training (optional contracted service) on page 27Live calling date on page 28Transition conference call on page 28

On-site training (optional contracted service)After the Integration Consultant (IC) prepares your site for live calling, the IC can conduct afive day knowledge transfer session for up to eight (8) system supervisors. This session coversthe materials offered at the Avaya University on campus location for the Basic and AdvancedSystem Supervisor courses. The agent training usually starts the week before live calling. TheIC conducts the first session with the system supervisors present. The system supervisors thenconduct the remaining sessions with assistance from the IC. This step ensures that the systemsupervisors are comfortable training new agents. When the IC arrives, schedule the on-site

Installation process


agent training. Training can be conducted during normal business hours. When schedulingtraining, limit the number of agents to eight people per session.

Your Proactive Contact training team does not provide training and support for the followingthird party software:

• Microsoft Windows Vista or Windows XP

• Microsoft Office

• Crystal Reports

System supervisors and agents who are not familiar with these packages can attend outsidetraining prior to the installation.

Live calling dateUsually during the second week of installation, Proactive Contact starts to place calls to andreceive calls from customers.

During live calling, the Integration Consultant (IC) identifies issues related to the installation.After the IC resolves these issues, Proactive Contact is ready for daily calling operations.

The IC monitors Proactive Contact during daily operations. The Avaya PM makes the transitionconference call to your Avaya technical support representative and the IC attends theconference call with you before leaving your site.

Transition conference callThe transition conference call introduces your project team to your Avaya customer supportteam. The support team is responsible for ongoing support. After this call, your company directsall Proactive Contact customer support questions or concerns to this team. For moreinformation, contact Avaya support for service and support details.



Chapter 3: Site preparation

Network communications

Network preparationYou must prepare Proactive Contact to connect to your network. Preparations include orderingand installing data cables, isolating the network traffic, and providing data connectivity.

Diagraming the network – grid boxYour company provides the necessary cable and components to connect Proactive Contact toyour network. The Proactive Contact components include the system cabinet, supervisorworkstations, and agent workstations.

Prepare a network diagram that shows all cables, connectors, and devices. Sincenetwork and phone cables often share a cable run, you can combine this diagram withthe telephony diagram.

• Identify which components connect to your network

• Identify the appropriate network connector for each component.

• Order and install network connectors, devices, and cables.

• Reserve a dedicated, static IP address for the Proactive Contact System CPU.

Related topics:Network Isolation on page 29Labeling network cables on page 35

Network Isolation

The system cabinet internal network is Ethernet 10BaseT. The connection to your network is10/100/1000BaseT.


IP address requirementsProactive Contact requires an IP address for the Proactive Contact System CPU to allowcommunication to your network. Ask your network administrator for a dedicated, static IPaddress. The other internal components are assigned IP addresses by Avaya to separateinternal and external work traffic. Your installation might require additional IP addresses basedon the features you purchased.

Use the following table to determine the IP address requirements for the other systemcomponents.

Component IP Address

Supervisor workstation Individual IP addresses are not needed forsupervisor workstations

Agent workstation Individual IP addresses are not needed foragent workstations

Corporate Web Server for InternetMonitor (if added)

Required if present; can be static or dynamic

Host or enterprise data source Alias and IP address

CTI or AES link Required if present

ASPI server Required if present

Network printer Required if present; can be static or dynamic

IR or VP server (if present) Required if present

Call Recording Server (if present) Required if present

Administration Console (if usingPC)

Required if present

WebLM server (if not provided,this application will be loaded onthe Proactive Contact Server

Required

Site preparation


Component IP Address

SFTP Dependant on customer requirements. Mayneed a security token/key and login name forthe host.

DNS requirementsTo network data between the system controller, the middle-tier, supervisor workstations, andany other dialers within a pod, you need the following DNS information

• Domain name and DNS server IP address• Dialer DNS name• Supervisor workstation DNS name• Network printer DNS name

SocketsThe following table identifies the sockets in the services.dat file that most interest ProactiveContact users.

Service Socket Protocol Purpose

Non-Proactive Contact specific services

sftp 115 tcp Secure FTP

sftp 115 udp Secure FTP

ssh 22 tcp SSH remote login protocol

ssh 22 udp SSH remote login protocol

jetdirect 9100 tcp Laserjet and other HPprinters

snmp 161 tcp SNMP responds torequestsJetDirect,HPNP,NetBlazerfor MIB data

snmp 161 udp SNMP responds torequestsJetDirect,HPNP,NetBlazerfor MIB data

snmptrap 162 udp SNMP trap events sent andJetDirect,NPNP,NetBlazerreceived




ldap 636 tcp LDAP over SSL

ldap 636 udp LDAP over SSL

Proactive Contact specific services

soe_routed 3000 tcp SOE router daemon

listserver 22600 tcp List server

agent 22700 tcp Agent API

ivr_conn 22800 tcp IVR connection point

nuimon 22900 tcp Nuisance monitor services

Proactive Contact Dialer CORBA services

dccs 23100 tcp Command and controlservice

dccs_ssl 23101 tcp Command and controlservice over SSL

enserver 23120 tcp Event service

enserver_ssl 23121 tcp Event service over SSL

hdsc 23130 tcp Historical data service

hdsc_ssl 23131 tcp Historical data service overSSL

dialerSM 23140 tcp Service Monitor

dialerSM_ssl 23141 tcp Service Monitor over SSL

dialerSA 23150 tcp Service Activation

dialerSA_ssl 23151 tcp Service Activation overSSL

dialerHealthSvc 23160 tcp System Health service

dialerHealthSvc_ssl

23161 tcp System Health service overSSL

Proactive Contact Middle Tier CORBA services

NameService 23200 tcp Naming service

NameService_ssl

23201 tcp Naming service over SSL

Site preparation



logger 23220 tcp Logging service

logger_ssl 23221 tcp Logging service over SSL

serviceMonitor 23240 tcp Service Monitor

serviceMonitor_ssl

23241 tcp Service Monitor over SSL

ccs 23260 tcp Command and Controlservice

ccs_ssl 23261 tcp Command and Controlservice over SSL

serviceAct 23280 tcp Service Activation

serviceAct_ssl 23281 tcp Service Activation overSSL

syshealthSvc 23320 tcp System Health Service

syshealthSvc_ssl

23321 tcp System Health Serviceover SSL

RTRM 23370 tcp Real-Time RequestManager

RTRM_ssl 23371 tcp Real-Time RequestManager over SSL

Ethernet II network connection specificationsThe system cabinet internal components connect to an Ethernet II network. This internalnetwork transfers data between these components only. Use a separate PCI Ethernet card toconnect to your network.

You must connect the customer network to the Proactive Contact System CPU, not to theinternal LAN hub. Connect your network to this cable to provide access to supervisorworkstation, agent workstations, and printers.



The following figure shows an Ethernet II network connected to the system cabinet and thesupervisor and agents workstations connected to your network.

Related topics:Network requirements on page 34Workstations on page 35Labeling network cables on page 35Serial-attached agent workstation requirements on page 36

Network requirements

The Proactive Contact server requires a dedicated, static IP address. The componentsconnected to Proactive Contact and your network can utilize DHCP address.

Proactive Contact supports Ethernet II networks with these features:

• Address Resolution Protocol (ARP)

• TCP/IP

• User Datagram Protocol (UDP)

• Ssh and SFTP

Site preparation


• Proactive Contact compatible sockets (consult with your Avaya representative for themost current list of required sockets)

• Provides a location for the switch. Your Avaya representative has placement andenvironmental requirements.

Workstations

Supervisor workstationsSupervisor workstations connect directly to your network and must match the connections usedon your network. Allocate one IP address for each Supervisor workstation. You will be askedto provide the IP address or DNS name to your Avaya Project Manager. You will need to verifynetwork connectivity from Supervisor workstation address to the system and to the networkprinter.

Agent workstationsAgent workstations can be network connected or serial connected (direct connected).However, the Proactive Contact System provides the best service using network connectedPCs. The Proactive Contact System supports connections to an Ethernet network using TCP/IP protocol to move data between itself and the agent workstations. These systems can usethe Avaya graphical user interface or one designed by an application developer that use AgentAPI.

Note:Integration development and consulting is not usually included as part of your servicesagreement with Avaya Professional Services.

If you are using an Agent API solution, provide network-connected agent PCs. The ProactiveContact Agent session communicates via the Agent API to the system. An emulation session isnot necessary.

The Proactive Contact Agent application broadcasts record information via DDE. If you arecreating a cut and paste solution to your host, the host emulation session must support DDE.You are responsible for creating any cut and paste solution, unless you have contracted withAvaya Professional Services for this work. If you have contracted with Avaya ProfessionalServices to create a cut and paste solution to your host, you will be asked to provide the hostemulation software name (for example, Reflections) and the host emulation software type (forexample, vt100 or 3270).

Labeling network cables

Clearly label each cable end with the component, number and location, and cable type.



Related topics:Diagraming the network – grid box on page 29

Serial-attached agent workstation requirements

Serially attached Agent workstations' connections involve multiple ports and cables that aredescribed in context.

Serial-attached agent workstations can be ASCII terminals or PCs running terminal emulationsoftware. Serial-attached terminals can be dual ported. One port connects the terminals toProactive Contact and the other connects to your host.

You are responsible for providing the terminal servers along with cables, configuration, andsupport.

Site preparation


The following figure shows a terminal server located outside the system cabinet that connectsthe terminal to Proactive Contact:

Agent WorkstationsSerial cables connect serial-attached agent workstations directly to the terminal server orthrough the distribution panel.

Terminal serversFor more information, see the product documentation of the manufacturer for details on thefollowing requirements:

• Placement• Electrical• Environmental• Cable pin outs

Data LAN connectionYou provide and support the terminal servers that connect to your Ethernet II network. Ensurethey conform to Ethernet II standards for network cable distances and use TCP/IP to connect toProactive Contact and across the network.

Cable identificationPlan to clearly label each connector at the distribution panel or terminal server with theworkstation identification and each cable with the associated workstation.



Data transfers

Data transfersData transfers occur between your host computer and Proactive Contact.

If you do not upload data to the host, ignore the references to uploading.

Proactive Contact uses Secure File Transfer Protocol (SFTP) to transfer files between yourhost and it.

Either Proactive Contact or the host can start the transfer at scheduled times. For securityreasons, the host usually starts transfers.

If the host starts the transfer If Proactive Contact starts the transfer

Your Avaya Representativeprovides the Proactive Contactlogin and passwordspecifications.Your host must provide thesecure key used in the SFTPprocess.

Provide your Avaya representative with thefollowing information. Use the File transferworksheet on page 40 to capture theinformation.

• Download information: date and timeof the download

• Upload information: date and time ofthe upload

• Host System Information: IP address,login name, password, download filelocation, logout procedure, downloadfile names, upload file location, uploadfile names

Regardless of whether the host or the dialer initiates the transfer, supply your Avayarepresentative with:

• Download information in the form of the date and time of the download

• Upload information in the form of the date and time of the upload

Note:You can capture this information regarding data transferson the File Transfer worksheet.

Related topics:Download record formats on page 39

Site preparation


Upload record formats on page 39File transfer worksheet on page 40Testing sample file downloads on page 41

Download record formatsThe download record formats contain field definitions for the records that are downloaded fromthe host to Proactive Contact. Your host application contact writes a script, such as Job ControlLanguage (JCL), to instruct the host to generate one or more ASCII files that contain customerrecords. After Proactive Contact receives the files, Proactive Contact converts each file into aformat it can use and creates a calling list.

Related topics:Data transfers on page 38Upload record formats on page 39File transfer worksheet on page 40Testing sample file downloads on page 41

Upload record formatsUpload record formats, which are optional, define the customer data that you want ProactiveContact to return to your host computer. If your agents update customer records on the hostduring calling operations, you might not require Proactive Contact-to-host uploads.

Your host application contact writes a script that instructs the host to accept one or more filesthat contain customer records.

At scheduled times, Proactive Contact converts the customer records in a specific calling listinto the format of the host computer and creates an upload file. When the host receives thisfile, it follows the script and updates the host database.

Test the upload process at your siteAt your request, your Avaya representative will send you sample upload files. Use these filesto test the script that updates the host database with the data.

Related topics:Data transfers on page 38Download record formats on page 39File transfer worksheet on page 40Testing sample file downloads on page 41

Data transfers


File transfer worksheetUse this worksheet to provide your Avaya representative with the information required for filetransfers.

Requirement Value/requirement Enter valueDownload Information SFTP host initiated

Automatic Yes oN

Days of the week

Time

Upload Information SFTP host initiated

Automatic Yes oN

Days of the week

Time

Host System Information Host IP Address:

Host Login Name:

Host Password:

Download File Location:

Upload File Location:

Logout Procedure:

Secure key

Download File Names

Upload File Names

Related topics:Data transfers on page 38Download record formats on page 39Upload record formats on page 39Testing sample file downloads on page 41

Site preparation


Testing sample file downloadsPlan to send your Avaya representative a sample file of customer data at least 4 weeks beforethe scheduled Proactive Contact installation. Include a printout of each file.

After Proactive Contact is configured, your vendor uses the sample data to test your systemby simulating calling operations.

Create a sample file for each record format you use with the following guidelines

• Include a minimum of 100 actual or simulated host records in ASCII format.

• If you use simulated records, assign unique account and phone numbers toeach record.

• Include a range of host customer data rather than repeat one record.

• Do not use packed or signed fields.

• Do not include record headers or trailers.

Note:If you create your sample file with character separated values (CSV) the file cancontain two or more records with these critreia:

• Each record must contain a delimiter for each field. The most commondelimiters are comma, pipe and semicolon. Choose one delimiter and youuse it consistently.

• The first record in the file must contain the name of each field.• The second record in the file must contain the maximum number of

characters for each field.

ExampleDownload record 1 and 2 in CSV format

ACCTNUM,NAME1,NAME2,ADDRESS,CITY,STATE,ZIP,PHONE1,PHONE2,LASTPAYDT,LASTPAYAMT,BIRTHDATE,COMMENT,FILLER1,FILLER29999999999999999,NAME1ZZZZZZZZZZZZZZZZZZZZ,NAME2ZZZZZZZZZZZZZZZZZZZZ,ADDRESSZZZZZZZZZZZZZZZZZZZZZZZ,CITYZZZZZZZZZZZZZZZZ,ST,PHONE1ZZZZ,PHONE2ZZZZ,20070101,123456789,020275,COMMENTZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZ,FILLER1ZZZZZZZZ,FILLER2ZZZZZZZZ

Related topics:Data transfers on page 38

Data transfers


Download record formats on page 39Upload record formats on page 39File transfer worksheet on page 40

Telephony

General telephony

Telephone circuits

Proactive Contact supports both digital and analog circuits to place and receive calls. Duringthe sales process, you and your Avaya vendor determined the number of phone circuitsrequired for your configuration. In a Proactive Contact with CTI environment, the telephonecircuits do not connect directly to Proactive Contact, but they need to be considered.

Note:Note that this topic and it's associated topics only apply to hard-dialers. If you are usingProactive Contact with CTI, contact the Communication Manager support team for theconfiguration ofCommunication Manager for the CTI Dialer.

Your phone company representative can help you order and install phone network cables andequipment. If you are using a PBX, work closely with your PBX representative to purchase andinstall the appropriate PBX cables and equipment.

You can connect phone and agent voice circuits to a central office, Interexchange Carrier, PBX,or Centrex equipment.

If your circuits go through a local central office and you want phone transfer or conferencefeatures, Avaya recommends that you order Centrex service to accommodate hook flashcapability.

Distribution panel

The distribution panel is used by the Proactive Contact System and Proactive Contact withPG230RM options but not by Proactive Contact with CTI.

Install a distribution panel at each Proactive Contact site. Locate the panel within 150 feet (50meters) of Proactive Contact.

Site preparation


Use this panel to install phone communication equipment and phone cables. The panel canthen serve as a demarcation point where you, your Avaya vendor, and other vendors can testphone equipment.

Proactive Contact System and PG230RM system cabinetsThe Proactive Contact System and PG230RM cabinets use a cable to connect from thebackplane connector on the switch to a new I/O card that is mounted directly on the back panelof the enclosure. Similarly, the customer cabling is connected directly to the rear panel of theenclosure and no access is needed to the inside of the system. The following diagramsillustrates the Switch Backplane and I/O Cables.

You can connect the various telephone cables to these I/O cards. However, the Twisted PairI/O card has the ability to transform the pinouts from the traditional PDS (Accunet) pinouts to

Telephony


the more common pinouts and used on the Avaya Communication Manager (CM). See T1twisted pair I/O module on page 51for the pinout options for the Twisted Pair I/O card.

Agent voice circuits

The circuit types available for agent voice connections depend on the connection type. Thereare two connection types for the Proactive Contact System and Proactive Contact withPG230RM option:

Dialback or dial-in agents

Proactive Contact with CTI uses the SOFTDIAL connection type.

Dialback or dial-in agents (Agent Blending does not support agent dial-inheadsets)Dialers with dialback or dial-in agent voice connections use an agent port identification numberor extension number to establish a relationship between an agent workstation and a phone.You define the identification number or extension numbers during the software planningprocess.

When a dialback agent logs in to Proactive Contact, the system prompts the agent to type anidentification number or extension number in the login window. The system matches thenumber against your list of valid identification numbers or extension numbers and then callsthe agent at that number to complete the login.

When a dial-in agent logs in to Proactive Contact, the phone network routes the call to the firstavailable headset port coming into the system. The digital switch answers this call and theagent hears a dial tone. The agent enters a unique key code on the phone keypad and thenlogs in to the workstation. The agent is again prompted for the key code. When the systemmatches the headset and data session, the agent hears a welcome message on the headset.

Transfer trunks

The Proactive Contact System and Proactive Contact with PG230RMoptions use transfertrunks. Proactive Contact with CTI does not use transfer trunks.

Transfer trunks are dedicated phone circuits that agents use to transfer calls. The trunks areinstalled between Proactive Contact and the PBX or CO of the customer.

When hook flash is unavailable, use E&M or Ground Start circuits for T1 and Ground Startcircuits for analog transfer trunks from the dialer to a telephony switch or the central office.Transfer trunks must support disconnect supervision.

For E1 transfer trunks, use ISDN (DPNSS or Q.SIG) or non ISDN (E1 CAS) circuits to connectthe dialer to a switch. Depending on your call center requirements, designate 1 to 30 channelswithin the E1 span as transfer trunks.

Site preparation


Hunt group

A hunt group is an organized group of inbound phone circuits. When the CO or PBX finds thefirst circuit busy, it hunts for the next available circuit.

The Proactive Contact System and Proactive Contact with PG230/PG230RM options use huntgroups. Avaya Proactive Contact with CTI does not use hunt groups.

For example, a company has two 800 numbers (main access numbers) associated with oneinbound T1 trunk. When a customer calls one 800 number, the central office hunts for anavailable circuit among channels 1 through 10. When a customer calls the other 800 number,the central office hunts for an available circuit among channels 11 through 20.

Hunt groups are also used to configure the agent headsets and the transfer lines on the PBX.

Related topics:Setting up hunt groups on page 45

Setting up hunt groups

The Proactive Contact System and Proactive Contact with PG230RM options use hunt groups.Avaya Proactive Contact with CTI does not use hunt groups.

1. Set up hunt groups

• If your Proactive Contact uses Intelligent Call Blending, arrange with yourphone company or PBX contact to set up your inbound trunks as one ormore hunt groups.

• If your Proactive Contact runs multiple inbound jobs for different campaignsat the same time, using different main access phone numbers, define ahunt group for each phone number.

2. During the setup process, determine the following information and provide thisinformation to your project manager:

• The total number of inbound trunks coming into your call center

• The number of inbound circuits in each hunt group set up by your phonecompany or PBX contact

Note:Request a cyclic hunt type that spreads inbound calls evenly over inboundcircuits. Round Robin and Least Used are typical cyclic hunt types.

Related topics:Hunt group on page 45

Telephony


ANI and DNIS

Proactive Contact supports Automatic Number Identification (ANI) and Dialed NumberIdentification Service (DNIS). ANI information shows the phone number of the calling party andDNIS information shows the number that was called.

ANI and DNIS numbers can appear on the screen of an agent and can be stored in thecustomer record.

ANI and DNIS are only available in NAR if you are using ISDN, ISDN NFAS circuits.

Related topics:Using ANI and DNIS on page 46

Using ANI and DNIS

Proactive Contact supports Automatic Number Identification (ANI) and Dialed NumberIdentification Service (DNIS). Proactive Contact also supports sending ANI through Caller ID.Only numeric fields are passed through ANI or DNIS

1. To use ANI and DNIS with Proactive Contact, make sure ANI and DNIS informationis available from your carrier.

2. If you have a switch, equip and configure it to collect ANI and DNIS information.

3. Proactive Contact requires that ANI and DNIS fields contain delimiters to mark theend of the fields. The number sign (#) and asterisk (*) are typical delimiters. Makesure all ANI and DNIS fields use the correct delimiters.

4. To set up a Caller ID number, use the character-based interface (unavailable inSupervisor) to set up a job. Type the Caller ID number as an outbound jobparameter. You can also use the supervisor to input the outbound ANI numberthrough the GUI Editor application. Proactive Contact sends the Caller ID (ANI)when the system dials the outbound number.

Note:If you add Caller ID, the central office must reconfigure your outbound phone lineto recognize and use Caller ID digits. This usually requires the outbound lines tobe ISDN or Feature Group D lines. For more information, contact your phonecompany.

Site preparation


T1 circuits

Telephone circuits

The available circuit types depend on the destination: local CO, IXC, PBX or other switch, orCentrex service.

When planning your phone circuits, consider the following elements:

• Avaya recommends a dedicated T1 circuits between the dialer and PBX to supporttransfer requirements for the dialer.

• If your headsets are network attached, use E&M signaling for T1 trunks from the dialerto the switch. E&M signaling for T1 trunks provides Proactive Contact with answer anddisconnect supervision.

T1 Signaling methodsThe following table summarizes the T1 signaling methods supported by Proactive Contact. Formore information, contact your Avaya representative.

Signaling type Features

Loop Start ForeignExchange Station(FXS)

Emulates a 2500 phone. Accesses switch or Centrexfeatures (transfer, conference) through hook flashsignaling. Answer and disconnect supervision areunavailable in most cases.

Loop Start ForeignExchange Office (FXO)

Emulates a central office or PBX that supports a 2500phone.

Ground Start FXS Provides disconnect supervision.

Ground Start FXO Provides remote party disconnect supervision.

E&M Provides answer and disconnect supervision. Supportsautomatic or wink start. Provides access to the transferand conference features of the digital switch.

ISDN PRI (USA) Provides fully featured ISDN service 30 B+D andsupports Non-Facility Associated Signaling (NFAS)operation.

ISDN PRI (Europe) Provides fully featured ISDN service 30 B+D andsupports Non-Facility Associated Signaling (NFAS)operation.

Outbound and inbound signaling typesThe following table shows where to use each T1 signaling type for outbound and inboundcalling.

Telephony


Signaling type PBXstatio

n

PBXtrunk

COstatio

n

Centrex

station

COtrunk

IXCtrunk

Loop Start FXS/FXO X X X

Ground Start FXS/FXO X X X X

E&M X X X X

E&M with 500 mshookflash

X

ISDN PRI withoutNFAS

X X X X

ISDN PRI with NFAS X X X X

Related topics:Channel Service Units on page 48Enabling ISDN PRI for T1 circuits on page 49

Channel Service Units

The Channel Service Unit (CSU) connects the dialer to a T1 trunk. The T1 can originate at acentral office (CO) or switch, such as a PBX.

The CSU performs the following functions:

• Regenerates the digital (T1) signal

• Provides loopback testing capabilities and test jack points for T1 test equipment

• Performs line conditioning and equalization functions

• Responds to loopback commands from the phone network

Avaya requires a CSU for any T1 circuit connecting Proactive Contact to a CO. The CSUtransforms long-haul (DS-1) signaling on the CO side to short-haul (DSX-1) signaling on theProactive Contact side.

A CSU is recommended for any T1 circuit connecting to a private network or PBX.

Related topics:Telephone circuits on page 47Enabling ISDN PRI for T1 circuits on page 49

Site preparation


Enabling ISDN PRI for T1 circuits

Proactive Contact also supports ISDN PRI T1 circuits with optional non-facility associatedsignaling (NFAS). NFAS is available for installations in the United States and Canada,depending on your carrier. It may also appear in limited form in Japan.

In NFAS, the T1 circuits are configured in a group with at least on T1 (usually the first in thesequence) configured with a D channel on the 24th circuit. We strongly recommend that eachNFAS group have a primary and a backup D channel (usually the 1st and 2nd T1s in that group.All other T1s in the group can be configured as B channels (voice channels). A maximum of 8T1s are recommended for any NFAS group to achieve greatest efficiency with the CentralOffice equipment. The ISDN and ISDN NFAS circuits must NI1 or NI2. If NI2, the carrier must betold to allow B channel availability, sometimes called B channel enabled, so that the dialer cancontrol the individual B channels separately.

In inbound environments using ANI and DNIS, your carrier might require T1 connections thatprovide ISDN PRI to make ANI and DNIS information available.

In an NFAS environment, configure T1 circuits without D channels (24 B circuits) for64 Clear Channel Signaling (CCS). Set the T1 circuits for the following elements:

• Extended Superframe Format (ESF)

• Binary 8 Zero Substitution (B8ZS)

• No robbed bit signaling

• Maximum of 192 channels (For more than 192 channels, split the outboundlines into two NFAS groups.)

Related topics:Telephone circuits on page 47Channel Service Units on page 48

T1 connections

T1 connection specifications

Proactive Contact can use T1 circuits to place outbound calls or receive inbound calls fromcustomers.

You can access a headset connected to a PBX or ACD over a T1 connection between ProactiveContact and the PBX or ACD.

T1 cables connect to the central office (Centrex, LXC, IXC), PBX, or ACD through yourdistribution panel and phone network terminator.

Telephony


Related topics:T1 cable requirements on page 50

T1 cable requirements

There are two connection methods:

Primary method

The cable is a CAT5e (4 pair, 8 wire Ethernet cable).

The connection is via the 8-pin modular connector on the back panel.

Secondary method

The cable is a four-wire (minimum), shielded, twisted pair, 26-gauge (0.129 sq-mm) or larger,Teflon or PVC coated (data grade).

The shield of the T1 cables attach to the shell of the straight, metallized DB-15P connectorand to the ground at the CSU end.

T1 connections in general

Proactive Contact requires one T1 cable for every 24 phone channels (23 channels is ISDNPRI).

Each cable terminating at Proactive Contact requires 10 feet (3 meters) of slack.

Related topics:T1 connection specifications on page 49

I/O modules, and connectors

The user I/O is connected to Proactive Contact systems using the Twisted Pair I/O module.

Related topics:T1 twisted pair I/O module on page 51Labeling T1 cables on page 54Channel Service Unit on page 53

Site preparation


T1 twisted pair I/O module

There are two connection modules, a primary one and a secondary one.

Primary connectorThe twisted pair I/O module provides a separate 8-pin modular connector in parallel with theDB-15 connector. Use the 8-pin connector in all new installations. Use this modular jack toconnect to the CSU, the PBX, or the network.

This connector is available with the following two pinout options:

• The traditional PDS pinout that has been used for many years on the dialer switch(and was defined by the old AT&T Accunet specification).

• The recent and more standard pinout used in the industry by many vendors, includingAvaya on the Communication Manager. The pinout option is controlled by a jumperfield on the Twisted Pair I/O card.

The bottom pin assembly has reference designations PA1-PA4 for span #1; PB1-PB4 for span#2, PC1-PC4 for span #3, and PD1-PD4 for span #4, respectively. Use the associated jumpersJA1-JA4, JB1-JB4, and so on to make the connections to the pins. The following diagramshows that the jumper field uses the small suitcase style jumpers and indicates thedesignations for PA1 and JA1.

If the jumper is across pins 2 and 3, then the industry standard (Communications Manager)pinouts are connected on the 8-pin modular connector. If the jumper is moved to pins 1 and 2,the pinouts matching traditional PDS (Accunet) are given. The default settings are for industrystandard (Communications Manager).

Telephony


If shields are connected to pins 3 and 6 on the 8-pin modular cable/connector, the type ofground connection to the shields can be modified by another jumper for each span on theTwisted Pair I/O card. Jumper fields PA5 – PD5, and associated jumpers JA5 – JD5, controlthis option.

Note:In most cases, connections should be made with unshielded Cat5e cable, so no shields arepresent. The following paragraph and table apply only to shielded cables.

If the jumper is across pins 1 and 2 of the jumper pins, then the connection is coupled to theground through a capacitor (AC coupling). If the jumper is across pins 2 and 3, then the shieldconnection is made directly to the ground (DC coupling). If the jumper is not used at all, thenno ground connection is made to the shield. The jumper position and the relevant shieldcondition is concisely shown in the following table.

Jumper Position Shield Condition

1-2 AC coupled to the ground.

2-3 DC coupled to the ground.

No Jumper No connection to the ground.

To use the 8-pin modular connector use the pinouts for the jumper settings as shown in thefollowing table.

Signal Traditional PDSPin Numbers

(jumper from 1 to2)

RJ-48C

Proactive Contact to network, transmittip

1 5

Proactive Contact to network, transmitring

8 4

Network to Proactive Contact, receive tip 4 2

Network to Proactive Contact, receivering

5 1

Span shield connections 3,6 3,6

Proactive Contact does not use 2,7 7,8

Site preparation


Note:The pinout in the table above are industry standard and match the Communication Manager.

Secondary connectorFor network or PBX T1 connections on the PG230RM, the Twisted Pair I/O module providesfour DB-15 style connectors, one for each T1 span. Pinouts for the DB-15 connector are shownin the following table.

Pin number Signal

1 Proactive Contact to network, transmit tip

9 Proactive Contact to network, transmit ring

3 Network to Proactive Contact, receive tip

11 Network to Proactive Contact, receive ring

2, 4-8, 10, 12-15 Proactive Contact does not use

Related topics:I/O modules, and connectors on page 50Labeling T1 cables on page 54Channel Service Unit on page 53Diagnosing T1 with twisted pair I/O

Channel Service Unit

Any T1 circuit connecting Proactive Contact to a central office requires a Channel Service Unit(CSU). Avaya recommends a CSU for any T1 circuit connecting to a private network or PBX.

Each CSU has two interfaces. The DS-1 interface connects to the T1 circuit from the centraloffice or switch. The DSX-1 interface connects to Proactive Contact. Plan to connect cablesfrom Proactive Contact to the DSX-1 interface.

For more information on cabling from the distribution panel to a central office or ACD, consultyour phone company representative or switch vendor.

Related topics:Setting up a T1 CSU on page 54CSU to switch distance on page 54Labeling T1 cables on page 54I/O modules, and connectors on page 50T1 twisted pair I/O module on page 51Connecting T1 lines to PBX on page 55

Telephony


Setting up a T1 CSUWhen you connect the T1 cables to each Channel Service Unit (CSU), remember you needthe connector type specified by the CSU manufacturer.

1. Equalize each CSU for the distance to Proactive Contact. You usually do thisthrough a configuration menu or by setting dip switches on the CSU. Equalizationkeeps the signal that the CSU passes to Proactive Contact from being too strongor too weak.

2. If you must terminate T1 cables, plan to terminate each T1 cable from ProactiveContact at a CSU on the distribution panel. Install the CSUs at the distribution panelthat uses type-66 punchdown blocks.

3. If your site requires other switched phone network equipment, such as a DS-3concentrator or smart jacks, connect to these devices through the panel.

CSU to switch distanceThe following table lists the maximum distances and cable gauge between the digital switchand CSU or customer switch.

Distance Cable gauge

380 feet (116 meters) 26 (0.129 sq-millimeters)



Labeling T1 cables

Labeling T1 cables makes the installation process much easier. During installation, the installerconnects an 8-pin modular or DB-15P male connector to Proactive Contact.

Site preparation


1. Label outbound T1 cables as “outbound”.

2. Label inbound T1 cables as “inbound”.

3. Label agent voice T1 cables with the voice connection type.

ExampleAt the 8-pin modular or DB-15P male connector for the T1 circuit connecting dialback agentvoice connections to the Proactive Contact ports 01 through 24, label as:

AGvoice/dialback:01-24At the 8-pin modular or DB-15P male connector for the T1 carrying agent headsets 01through 24, label as:

AgentHeadsets 01-24

Related topics:I/O modules, and connectors on page 50T1 twisted pair I/O module on page 51Channel Service Unit on page 53

Connecting T1 lines to PBX

1. Connect the transmit pairs to the PBX receive pairs.

2. Connect the receive-pairs to the PBX transmit-pairs (some CSU models switchtransmit and receive pairs internally).

3. Set the configuration or dip switches on each CSU to reflect the correct distance tothe dialer. The distance cannot exceed 655 feet (220 meters).If you are not using a CSU for your T1 circuits, consult with your switch vendorregarding connectors or equipment at the distribution panel.

Related topics:Channel Service Unit on page 53

Telephony


EI circuits

E1 telephone circuits

You can connect E1 phone circuits to a local phone office, other common carriers, a PBX, anACD, or another switch.

The following table summarizes the E1 signaling methods that Proactive Contact supports.For more information, contact your Avaya project manager.

E1 signaling type Features

CAS-DTMF Channel Associated Signaling (CAS) with Dual ToneMulti-Frequency (DTMF) signaling. Provides simple tonesignaling over the audio path for station-like interfaceapplications. This interface mimics standard phoneoperation.

CAS-MFCR2 Channel Associated Signaling (CAS) with Multi-Frequency, Compelled R2 signaling (MFCR2). Providesa more complex audio tone signaling method, using R2tones, for interfacing to the Public Switched TelephoneNetwork (PSTN) and PBX.

ISDN-DASS2 (UnitedKingdom only)

Digital Access Signaling System2 (DASS2). Providesdirect Primary Rate ISDN access to the PSTN with simplecall setup facilities supported.

ISDN-DPNSS Digital Private Network Signaling System (DPNSS).Provides private Primary Rate ISDN connectivity betweenPBXs with simple call setup facilities supported.This signaling type is used in many countries. Use DPNSSfor E1 tie trunks between PBXs and the dialer. ISDN-DPNSS can also be used on a Private Leased Line in aCentrex-like mode to connect to remote PBXs and otherswitches.

ISDN-TBR4 ISDN-TBR4 is a common name for Euro-ISDN and is amodern ISDN interface that complies with the Q.931specification. TBR4 provides full-featured Primary RateISDN connectivity between the dialer and the PSTN.This signaling type is also known as Euro-ISDN, CTR4,iCTR4, ETS 300, NET5, and other names. Use forconnecting to the PSTN whenever possible.

Site preparation


E1 signaling type Features

ISDN-Q.SIG Provides ISDN connectivity between PBXs that use a Q.931 compliant protocol.

Related topics:Network termination point on page 58ISDN PRI for E1 circuits on page 59E1 circuit usage on page 57

E1 circuit usage

The following E1 circuit usage table shows where you can use each E1 signaling type foroutbound and inbound calling.


n

PBXtrun

k

COstatio

n

Centrex

station

COtrun

k

IXCtrun

k

CAS-DTMF x x x

CAS-MFCR2 x x x x x

ISDN-DASS2 (UnitedKingdom only)

x x x

ISDN-DPNSS x x x

ISDN-TBR4 x x x

ISDN-Q.SIG x x

Related topics:E1 telephone circuits on page 56Network termination point on page 58ISDN PRI for E1 circuits on page 59

Telephony


Network termination point

A network termination point (NTP) device connects Proactive Contact to an E1 circuit that goesoff premise or exceeds the allowable length of an E1 cable. The E1 might come in from thetelephone office or from a distant switch (such as a remote PBX).

NTPs perform the following functions:

• Regenerate the digital (E1) signal

• Provide loopback testing capabilities and test jack points for E1 channel testequipment

• Perform line conditioning and equalization functions

• Respond to loopback commands from the phone network

An NTP is required for any E1 circuit connecting a Proactive Contact system to a central office(CO). The NTP transforms long-haul signaling on the CO side to short-haul signaling on thedialer side. Avaya recommends an NTP for any E1 circuit connecting to a private network orPBX.

Circuit impedanceProactive Contact supports two types of E1 circuit interfaces: 75 ohm and 120 ohm. Thefollowing table describes their use.

Usage 75 ohm 120 ohm

Cable Coaxial cable and BNC connectorsto connect the E1 cable to theinterface card and to the PBX, NTP,or distribution panel.

CAT-5e cableorFour-wire, shielded twisted pairwire.

Interface

Usually, the E1 DPNSS and DASS2circuits use 75 ohm coax interfaces,especially in the United Kingdom.E1-CAS and MFCR2 interfaces areusually 75 ohm. However, 120 ohmis occasionally requested (such as inSouth Africa and South Korea).

E1 ISDN TBR4 (EuroISDN30or EuroISDN30e) interface isusually 120-ohm twisted pair.

Related topics:E1 telephone circuits on page 56ISDN PRI for E1 circuits on page 59E1 circuit usage on page 57

Site preparation


ISDN PRI for E1 circuits

Proactive Contact supports several implementations of ISDN PRI for E1 circuits. These circuitsare useful for environments using ANI and DNIS and for connecting switches.

Proactive Contact supports the following PRI ISDN protocols:

• ISDN TBR4 (also referred to as EuroISDN30 and EuroISDN30e, CTR4, iCTR4, ETS300, NET5)

• Q.SIG

• DASS2

• DPNSS

Related topics:E1 telephone circuits on page 56Network termination point on page 58E1 circuit usage on page 57

E1 connections

E1 connection specifications

Proactive Contact can use E1 circuits to place outbound calls or receive calls from customers.Access to a headset connected to a PBX or ACD can be made over an E1 connection betweenProactive Contact and the PBX or ACD.

E1 cables connect Proactive Contact to the central office, PBX, or ACD through yourdistribution panel and phone network terminator.

Related topics:E1 network equipment on page 66

75 ohm interface cable requirements

The cable is a 75 ohm coaxial, RG-59/U Type. Many versions of this cable have similarcharacteristics. Some have higher breakdown voltages between the shield and centerconductor, and some exhibit slightly more or less loss per cable foot. The Belden RG-59/UType (8241) has 2 decibels loss per 100 meters (0.6 decibels of loss per 100 feet). Thisbehavior is typical for this type of cable.

Each E1 circuit requires two coaxial cables; a Transmit (Tx) cable and a Receive (Rx) cable.Each cable is independent of the other.

Telephony


Each cable terminating at Proactive Contact needs 10 feet (3 meters) of slack.

Related topics:75 Ohm cable connections on page 60Labeling E1 cables on page 66Connecting cables to Quad E1 Coax I/O module on page 60

75 Ohm cable connections

The 75 ohm coaxial cable connections to the Proactive Contact systems are made using theQuad coax I/O module.

Related topics:75 ohm interface cable requirements on page 59Labeling E1 cables on page 66Connecting cables to Quad E1 Coax I/O module on page 60

Connecting cables to Quad E1 Coax I/O module

Connect the transmit (Tx) and the receive (Rx) coaxial cables to the coax I/O modulewith BNC style coaxial connectors.The following table shows the connection points for each span pair and the directionrelative to the Proactive Contact switch.

Span Signal Direction Jack

1 Network to Proactive Contact Rx JA3

Proactive Contact to Network Tx JA4

2 Network to Proactive Contact Rx JB3

Proactive Contact to Network Tx JB4

3 Network to Proactive Contact Rx JC3

Proactive Contact to Network Tx JC4

4 Network to Proactive Contact Rx JD3

Proactive Contact to Network Tx JD4

The card provides a separate 8-pin modular connector in parallel with the two coaxialcables for each span.

Site preparation


Warning:Avaya recommends that you use the 8-pin modular connector for diagnosticpurposes only. Do not use this modular jack to connect to the CSU, the PBX, or thenetwork. The use of this connector results in impedence mismatches on the 75 ohmE1 module interfaces. If 8-pin modular connectors are used for testing, keep the testconnections as short as possible.

Related topics:Diagnosing Quad E1 coax I/O module connections on page 6175 ohm interface cable requirements on page 5975 Ohm cable connections on page 60Diagnosing Quad E1 coax I/O module connections on page 61

Diagnosing Quad E1 coax I/O module connectionsThe Quad E1 coax I/O module provides a separate 8-pin modular connector in parallel withthe two coaxial cables for each span.

For diagnostic purposes only, connect test equipment to the 8-pin modular connectorusing the pinouts shown in the following table.

Pin number Signal





2, 3, 6, 7 Proactive Contact does not use

Each coaxial span connection consists of two cable connections (RX and TX). Thesecoaxial cables each contain a central (axial) conductor surrounded by a shield. Youcan ground the shields to the chassis in several ways. Each cable on the Quad E1coax I/O card has a jumper for the ground connection.The jumper field uses small suitcase style jumpers as shown in the following diagram.The bottom pin assembly has reference designation PA1 and PA2 for span #1; PB1and PB2 for span #2, PC1 and PC2 for span #3, and PD1 and PD2 for span #4,respectively. The associated jumpers JA1/JA2, JB1/JB2, JC1/JC2, and JD1/JD2 areused to make the connections to the pins. The following diagram indicates thedesignations for PA1 and JA1.

Telephony


If the jumper is across pins 1 and 2 of the jumper pins, then the connection is coupled toground through a capacitor (AC coupling). If the jumper is across pins 2 and 3, thenthe shield connection is made directly to ground (DC coupling). If the jumper is notused at all, then no ground connection is made to the shield (this is a valid option insome environments).The jumper position and the relevant shield condition is concisely shown in thefollowing table.





Related topics:Connecting cables to Quad E1 Coax I/O module on page 60

120 ohm interface cable requirements

There are two connection methods, a primary and secondary connection method.

Primary methodThe cable is a CAT5e (4 pair, 8 wire, Ethernet cable).

Site preparation


The connection is via the 8-pin modular connector on the back panel.

Secondary methodThe cable is a four-wire (minimum), shielded, twisted pair, 26-gauge (0.129 sq-mm) or larger,Teflon or PVC coated (data grade).

The shield of the E1 cables attach to the shell of the straight, metallized DB-15P connectorand to the ground at the CSU end.

E1 connections in generalProactive Contact requires one E1 cable for every 24 phone channels (23 channels is ISDNPRI).

Each cable terminating at Proactive Contact requires 10 feet (3 meters) of slack.

Related topics:120 Ohm cable connections on page 63E1 twisted pair I/O module on page 63Labeling E1 cables on page 66

120 Ohm cable connections

The 120 ohm coaxial cable connections to the Proactive Contact dialers are made using thetwisted pair I/O module.

Related topics:120 ohm interface cable requirements on page 62E1 twisted pair I/O module on page 63Labeling E1 cables on page 66

E1 twisted pair I/O module

There are two connection modules, a primary one and a secondary one.

Primary connectorThe twisted pair I/O module provides a separate 8-pin modular connector in parallel with theDB-15 connector. Use the 8-pin connector in all new installations. Use this modular jack toconnect to the CSU, the PBX, or the network.

This connector is available with the following two pinout options:

• The traditional PDS pinout that has been used for many years on the dialer switch(and was defined by the old AT&T Accunet specification).

• The recent and more standard pinout used in the industry by many vendors, includingAvaya on the Communication Manager. The pinout option is controlled by a jumperfield on the Twisted Pair I/O card.

The bottom pin assembly has reference designations PA1-PA4 for span #1; PB1-PB4 for span#2, PC1-PC4 for span #3, and PD1-PD4 for span #4, respectively. Use the associated jumpersJA1-JA4, JB1-JB4, and so on to make the connections to the pins. The following diagram

Telephony


shows that the jumper field uses the small suitcase style jumpers and indicates thedesignations for PA1 and JA1.

If the jumper is across pins 2 and 3, then the industry standard (Communications Manager)pinouts are connected on the 8-pin modular connector. If the jumper is moved to pins 1 and 2,the pinouts matching traditional PDS (Accunet) are given. The default settings are for industrystandard (Communications Manager).

If shields are connected to pins 3 and 6 on the 8-pin modular cable/connector, the type ofground connection to the shields can be modified by another jumper for each span on theTwisted Pair I/O card. Jumper fields PA5 – PD5, and associated jumpers JA5 – JD5, controlthis option.

Note:In most cases, connections should be made with unshielded Cat5e cable, so no shields arepresent. The following paragraph and table apply only to shielded cables.

If the jumper is across pins 1 and 2 of the jumper pins, then the connection is coupled to theground through a capacitor (AC coupling). If the jumper is across pins 2 and 3, then the shieldconnection is made directly to the ground (DC coupling). If the jumper is not used at all, thenno ground connection is made to the shield. The jumper position and the relevant shieldcondition is concisely shown in the following table.




Site preparation




To use the 8-pin modular connector use the pinouts for the jumper settings as shown in thefollowing table.

Signal Traditional PDSPin Numbers

(jumper from 1 to2)

RJ-48C

Proactive Contact to network, transmittip

1 5

Proactive Contact to network, transmitring

8 4

Network to Proactive Contact, receive tip 4 2

Network to Proactive Contact, receivering

5 1

Span shield connections 3,6 3,6

Proactive Contact does not use 2,7 7,8

Note:The pinout in the table above are industry standard and match the Communication Manager.

Secondary connectorFor network or PBX E1 (CAS or PRI) connections on the PG230RM, the Twisted Pair I/Omodule provides four DB-15 style connectors, one for each E1 span. Pinouts for the DB-15connector are shown in the following table.

Pin number Signal





2, 4-8, 10, 12-15 Proactive Contact does not use

Related topics:120 ohm interface cable requirements on page 62120 Ohm cable connections on page 63Labeling E1 cables on page 66

Telephony


E1 network equipment

Your E1 circuits can connect either to a phone office (Centrex, LXC, IXC) or to a switch (such asa PBX, PABX, CBX, or ACD). For more information on cabling from the distribution panel to acentral office or switch, consult your phone company representative or switch vendor.

If the E1 circuit leaves a building or exceeds the allowable length of the E1 cable, you mustinstall a network termination point (NTP). The phone network provider is usually responsiblefor NTP devices.

Your Avaya vendor makes no recommendation for the NTP type and manufacturer.

Install the NTP at the distribution panel that uses punchdown blocks. Avaya recommendsKRONE Insulation Displacement Connection (IDC) blocks.

If your site requires other phone network equipment, such as higher rate digital transmissionequipment, optical fiber, or smart jacks, install them at the distribution panel.

Related topics:Labeling E1 cables on page 66E1 connection specifications on page 59

Labeling E1 cablesLabeling each E1 cable pair for each span makes the installation process much easier. Duringinstallation, the installer connects 8-pin modular, DB-15P or BNC connectors to ProactiveContact.

1. Label one outbound E1 cable, outbound Tx (transmit) and another, outbound Rx(receive).

2. Label one inbound E1 cable, inbound Tx (transmit) and another, inbound Rx(receive).

3. Label agent voice E1 cables with the voice connection type.

ExampleThe following labels illustrate phone cables that connect dial-in agent voice connections toProactive Contact ports 01 through 30.

01-30-AG voice/dial-in This label identifies the phone cable that connects dial-in agentvoice connections to ports 01 through 30.

AgentHeadsets 01-30 This label identifies the BNC connector for the E1 carryingagent headset lines 01 through 30.

AgentHeadsets 01-30 This label identifies the NTP or the switch for the same cable.

Site preparation


Related topics:75 ohm interface cable requirements on page 5975 Ohm cable connections on page 60120 ohm interface cable requirements on page 62120 Ohm cable connections on page 63E1 twisted pair I/O module on page 63

Supported analog circuits

Analog connection specifications

Proactive Contact can use analog circuits for either ground start or loop start signaling foroutbound or inbound calls. Circuit connections are made from Proactive Contact, using 25twisted pair cable (RJ21), 26 AWG or larger (0.129 sq-mm) to the central office (CO), PBX, orACD through your distribution panel.

Prepare cables from the distribution panel to the switched phone network as specified by yourphone company representative.

Related topics:Analog circuits on page 67Installing analog cables on page 68Attaching cables to distribution panel on page 69Identifying analog cables on page 69

Analog circuits

Proactive Contact supports analog circuits to place and receive calls. The system also usesdedicated analog two-wire circuits to connect its maintenance modem to the phone network.

Note:Proactive Contact System and Proactive Contact with PG230RM use analog circuits.Proactive Contact with CTI does not use analog circuits.

The following table summarizes the analog telephone signaling types that Proactive Contactsupports. For more information, contact your Avaya vendor.

Signaling type Features

Loop Start Emulates a 2500 phone.

Ground Start Provides a PBX-like ground start circuit with disconnectsupervision.

Telephony


The following table shows where you can use each analog signaling type for outbound andinbound calling.


n

PBXtrunk

COstatio

n

Centrex

station

COtrunk

IXCtrunk

2-W Loop Start x x x

2-W Ground Start x x x x x

Related topics:Analog connection specifications on page 67Installing analog cables on page 68Attaching cables to distribution panel on page 69Identifying analog cables on page 69

Installing analog cables

The cable requirement for Proactive Contact is 26 AWG (0.129 sq-millimeters) or larger.

1. Install cables from Proactive Contact to a punchdown block at the distribution panel.Use one cable for every 16 two-wire circuits.

2. Leave 10 feet (3 meters) of slack for each cable terminating at the Proactive ContactSystem.

Note:The installer connects the 50-pin Telco connectors to the Proactive ContactSystem.

Related topics:Attaching cables to distribution panel on page 69Identifying analog cables on page 69Analog circuits on page 67Analog connection specifications on page 67

Site preparation


Attaching cables to distribution panel

Attach the 25-pair cable to the block with another 50-pin male 90-degree Telcoconnector. The pinouts on the 25-pin cable follow the RJ-21 cable standard.

Note:Do not forget to install bridge clips at the punchdown block.

For more information on cabling from the distribution panel to a central office or switch,consult your phone company representative or switch vendor.

Related topics:Installing analog cables on page 68Identifying analog cables on page 69Analog circuits on page 67Analog connection specifications on page 67

Identifying analog cables

Clearly label each analog cable. During installation, the installer connects the Telcoconnectors to the Avaya Proactive Contact System.Use the color codes, BL-blue, BK-black, BR-brown, G-green, O-orange, R-red, SL-slate gray, V-violet, W-white, Y-yellow as in the following table for two-wire 50-pin Telcoconnectors.

Pin number Line number Tip/Ring Wire color

1 1 Ring BL-W

2 2 Ring O-W

3 3 Ring G-W

4 4 Ring BR-W

5 5 Ring SL-W

6 6 Ring BL-R

7 7 Ring O-R

8 8 Ring G-R

Telephony



9 9 Ring BR-R

10 10 Ring SL-R

11 11 Ring BL-BK

12 12 Ring O-BK

13 13 Ring G-BK

14 14 Ring BR-BK

15 15 Ring SL-BK

16 16 Ring BL-Y

17 Not used N/A O-Y

18 Not used N/A G-Y

19 Not used N/A BR-Y

20 Not used N/A SL-Y

21 Not used N/A BL-V

22 Not used N/A O-V

23 Not used N/A G-V

24 Not used N/A BR-V

25 Not used N/A SL-V

26 1 Tip W-BL

27 2 Tip W-O

28 3 Tip W-GR

29 4 Tip W-BR

30 5 Tip W-SL

31 6 Tip R-BL

32 7 Tip R-O

33 8 Tip G-R

34 9 Tip R-BR

Site preparation



35 10 Tip R-SL

36 11 Tip BK-BL

37 12 Tip BK-O

38 13 Tip BK-G

39 14 Tip BK-BR

40 15 Tip BK-SL

41 16 Tip Y-BL

42 Not used N/A Y-O

43 Not used N/A Y-G

44 Not used N/A Y-BR

45 Not used N/A Y-SL

46 Not used N/A V-BL

47 Not used N/A V-O

48 Not used N/A V-G

49 Not used N/A V-BR

50 Not used N/A V-SL

Related topics:Installing analog cables on page 68Attaching cables to distribution panel on page 69Analog circuits on page 67Analog connection specifications on page 67

Analog direct-connect headsets

Analog direct-connect headsets

Proactive Contact can use special four-wire analog voice circuits for direct-connect (dedicated)agent headsets.

Telephony


Analog voice cables for direct-connect agent headsets connect from Proactive Contact to thedistribution panel. From the panel, they connect to agent headsets at individual ProactiveContact agent workstations.

Important:Avaya does not provide any acoustic shock protection circuitry in the Avaya ProactiveContact switch. Acoustic protection must be present in the customer-provided headset. Thecustomer is responsible to provide acoustic shock protection.

Related topics:Cabling direct-connect headsets on page 72Cabling direct-connect headsets to distribution panel on page 73Labeling headset cables on page 74

Cabling direct-connect headsets

Use one 25-pair cable for every 12 direct-connect headsets.

Caution:Total cable length from the Proactive Contact to any headset cannot exceed 3,000 feet (900meters).

Site preparation


1. Install cables from Proactive Contact to a punchdown block at the distribution panel.

2. Install cables from the distribution panel to each agent workstation and supervisorworkstation that use a direct-connect headset.

3. Leave 10 feet (3 meters) of slack for each cable terminating at Proactive Contact.

Related topics:Cabling direct-connect headsets to distribution panel on page 73Labeling headset cables on page 74Analog direct-connect headsets on page 71

Cabling direct-connect headsets to distribution panel

This task is for the Proactive Contact System and the Proactive Contact with PG230RMsystem. It does not include instructions for the Proactive Contact with CTI system.

Important:Avaya does not provide any acoustic shock protection circuitry in the Avaya ProactiveContact switch. Acoustic protection must be present in the customer-provided headset. Thecustomer is responsible to provide acoustic shock protection.

1. From the Proactive Contact System or the Proactive Contact with PG230RMSystem to the distribution panel, connect one 50-pin male 90-degree Telcoconnector to a 25-twisted pair Telco, 26 gauge (0.129 sq-mm) or larger cable forevery 12 headsets.

2. At the distribution panel, attach the 25-pair cable to the block with another 50-pinmale Telco connector.

3. Wire the cable that runs from the distribution panel to the headsets directly into thepunchdown block.

4. Connect one four-wire (minimum), shielded, twisted-pair cable to the punchdownblock for each headset.

5. Run the cable to within 6 feet (1.8 meters) of each headset.

6. Connect two pairs of wires for each headset.The connector at the headset may vary, depending on the model selected. Thefollowing table lists the RJ-11 pinouts at the headset

Tip/Ring Ear/Mouth Pin Wire color

Ring Ear 3 Red

Telephony


Tip/Ring Ear/Mouth Pin Wire color

Tip Ear 4 Green

Ring Mouth 2 Black

Tip Mouth 5 Yellow

Related topics:Cabling direct-connect headsets on page 72Labeling headset cables on page 74Analog direct-connect headsets on page 7150 pin Telco pinouts on page 74

Labeling headset cables

During installation, the installer connects each 25-pair cable to Proactive Contact.

Clearly label each cable.

ExampleAt Proactive Contact, the label on the connector for the headsets at agent workstations 1through 12 is AgentHeadsets 1-12. For example, at agent workstation number 7, the labelon the jack for that headset is Headset 7.

Related topics:Cabling direct-connect headsets on page 72Cabling direct-connect headsets to distribution panel on page 73Analog direct-connect headsets on page 71

50 pin Telco pinouts

The following table contains the 50-pin Telco pinout for direct-connect (dedicated) headsetconnections. The color codes in the table are: BL-blue, BK-black, BR-brown, G-green, O-orange, R-red, SL-slate gray, V-violet, W-white, Y-yellow.

Pinnumbe

r

Headsetnumber

Ear/Mouth Tip/Ring Wire color

1 1 Ear Ring BL-W

Site preparation


Pinnumbe

r

Headsetnumber


2 1 Mouth Ring O-W

3 2 Ear Ring G-W

4 2 Mouth Ring BR-W

5 3 Ear Ring SL-W

6 3 Mouth Ring BL-R

7 4 Ear Ring O-R

8 4 Mouth Ring G-R

9 5 Ear Ring BR-R

10 5 Mouth Ring SL-R

11 6 Ear Ring BL-BK

12 6 Mouth Ring O-BK

13 7 Ear Ring G-BK

14 7 Mouth Ring BR-BK

15 8 Ear Ring SL-BK

16 8 Mouth Ring BL-Y

17 9 Ear Ring O-Y

18 9 Mouth Ring G-Y

19 10 Ear Ring BR-Y

20 10 Mouth Ring SL-Y

21 11 Ear Ring BL-V

22 11 Mouth Ring O-V

23 12 Ear Ring G-V

24 12 Mouth Ring BR-V

25 Not used N/A N/A SL-V

26 1 Ear Tip W-BL

27 1 Mouth Tip W-O

28 2 Ear Tip W-GR

Telephony


Pinnumbe

r

Headsetnumber


29 2 Mouth Tip W-BR

30 3 Ear Tip W-SL

31 3 Mouth Tip R-BL

32 4 Ear Tip R-O

33 4 Mouth Tip G-R

34 5 Ear Tip R-BR

35 5 Mouth Tip R-SL

36 6 Ear Tip BK-BL

37 6 Mouth Tip BK-O

38 7 Ear Tip BK-G

39 7 Mouth Tip BK-BR

40 8 Ear Tip BK-SL

41 8 Mouth Tip Y-BL

42 9 Ear Tip Y-O

43 9 Mouth Tip Y-G

44 10 Ear Tip Y-BR

45 10 Mouth Tip Y-SL

46 11 Ear Tip V-BL

47 11 Mouth Tip V-O

48 12 Ear Tip V-G

49 12 Mouth Tip V-BR

50 Not used N/A N/A V-SL

Related topics:Cabling direct-connect headsets to distribution panel on page 73

Site preparation


CTI

Computer Telephony Adjunct Links

CTI (Computer Telephony Integration) links provide adjunct-switch connectivity using the ASAIprotocol with Communication Manager. The term CTI link is a generic term for a link thatprovides connectivity between Communication Manager and adjunct computing resources.

Adjunct Links enable Adjunct Call Control, Domain Control, Event Notification, and RequestFeature.

Adjunct Links expands the linking capabilities between CM and the adjunct applications, AES,to enable the following capability groups. It is available only on links that are administered asAdjunct Links.

• Adjunct Routing

• Answering Machine Detection

• Selective Listening

• Switch Classified Outbound Calls

• Integrated Services Digital Network (ISDN) Redirecting Number Information

• Network Call Redirection (NCR) Adjunct Routing

Agent states

The Agent States feature defines the work mode of the agents who are currently logged in toProactive Contact. Agent States determine if an agent is available to take outbound calls. If anagent is logged in and in the Ready state (Manual In or Auto In), no calls should be delivered tothat agent.

The Agent States feature must be turned on for Proactive Contact with CTI to receive agentwork mode events which are Logged Out, Logged In, Ready, Not Ready, and Work Not Ready.This information is used to prevent the dialer from delivering outbound calls to an agent whois ready for inbound work.

The Agent States feature applies only to links that are administered as ADJLNK.

The following table lists the supported agent states/work modes

Agent state/workmode

Description

ACD The agent is engaged in an ACD call.

Telephony


Agent state/workmode

Description

ACW The agent is involved with work associated with a call butis not on the call.

AI Auto In, same as the Ready state.

AUX The agent is involved in non-ACD work, is on break, in ameeting, at lunch, or otherwise unavailable to take calls.The ACD recognizes the extension as staffed, and alsothat it does not want the to route calls to the agent for anextended period of time.

DACD The agent is engaged in a direct agent ACD call.

DACW The agent is in the after call work (ACW) state for a directagent ACD call.

MI Manual In, same as the Ready state.

OTHER The agent is doing other work. If an agent is working inthree splits/skills and receives a call from one, the ACDputs the agent in the OTHER state for the other two.

READY The agent is logged in (Manual In or Auto In) and readyto take inbound work. No outbound calls should bedelivered to this agent.

RING The time that a call rings at the phone of an agent afterleaving the queue and before the agent answers the call.

UNKNOWN The agent is in a state that is not recognized. The agentremains in this state until the condition is cleared or theagent completes the current ACD call and any currentACW.

UNSTAF The time a call rings at the phone of an agent after leavingthe queue and before the agent answers the call.

Automatic route selection

The automatic route selection (ARS) feature allows the system to automatically select thelowest cost method of sending a toll call. ARS is needed to make predictive calls through CTI.

Site preparation


Call classification

The Call Classification feature listens for tones and classifies those tones that are detected.This feature supports:

• Recognition and classification of progress tones

• Special information tones

• Answering machines

• Modem tones

The accuracy of classification varies with the type of tone and method of tone generation.

Universal Call ID

Universal Call ID (UCID) is a unique tag, assigned to each call that the application uses totrack the life of a call. UCID tracks the call from origination to disconnection. UCID tracks wherethe call goes and how it gets there (transfer, conference, routing, through a variety of networkand Avaya Communication Manager servers, voice responses, and so on).

Proactive Contact with CTI needs the UCID to associate call events to a particular call becausethe switch ID can change during the life of a call.

CTI-Links

CTI links provide connectivity between Proactive Contact and the Communication Managerswitch through Application Enablement Services(AES).

Proactive Contact uses the ADJ-IP type of Computer Telephony Adjunct Link.

CTI configuration information

Before you configure Proactive Contactt with CTI, you need the following ApplicationEnablement Services(AES) information:

• TLINK name

• IP address of AES

• Administrator login id and password

You also need to know:

• VDN numbers

• Announcement extension numbers

Telephony


• Phantom extension numbers (for Agent Blending only)

• Reason code (for Agent Blending only)

• Whether agents are released to inbound calls in manual (MI) or automatic (AI) mode(for Agent Blending only)

Related topics:Announcement ports on page 80Phantom extension on page 80

Announcement portsThe Proactive Contact with CTI configuration requires announcement ports for the followinguses

• Wait queue messages, messages played to customers when no agent is available.

• Messages to be played to the customer as directed by the agent. For instance, thiscan be a message to be played when the agent was connected to an answeringmachine.

• Virtual agents, customers that are reached are directed always to a message for avirtual agent job. These could be public service announcement, or the beginning of avoice dialog.

• Messages for blended agents.

• Agent login, the message played to an agent when first logging in.

Phantom extensionA phantom extension is a call that is originated from a station Administered Without Hardware(AWOH). Phantom numbers are used when making acquisition calls. The acquisition call ismade to the extension of the acquisition domain. When an agent answers an acquisition call:

1. The extension of the agent is collected.

2. The agent is put into AUXWORK mode.

3. The acquisition call is disconnected.

When the agent is put into AUXWORK mode, a reason code can be sent so thatCommunication Manager reporting marks the call as an acquisition call. The number ofphantom extensions determines the number of phantom calls.

Related topics:Vectors on page 80

VectorsA vector is a set of commands that define the processing of a call. For example, a call can bequeued and then routed to another destination. A vector can contain up to 32 command steps.Multiple vectors can be linked together to extend processing capabilities or to process calls tothe same or different answering destinations. Any number of calls can use the same multiplevectors and process steps independently.

Site preparation


Related topics:Vector Directory Numbers on page 81

Vector Directory NumbersCall Vectoring is the process of defining vector programs that determine how a specific callshould be routed and what call treatment that call is to be given. A Vector Directory Number(VDN) is an internal telephone number that, in turn, directs the call to a specific vector.

The VDN defines the service that is desired by the caller. The VDN can represent the calltype or category such as billing or customer service.Multiple VDNs can point to the same or todifferent vectors, depending on whether the relevant calls are to receive the same or differenttreatment.

Agent Blending

Blending concepts

Intelligent call blending

Proactive Contact uses Intelligent Call Blending (ICB) as a call blending method for call centerswhose main priority is outbound dialing. ICB is supported on the Proactive Contact Systemand Proactive Contact with PG230RM options. ICB is not supported on Proactive Contact withCTI.

ICB distributes a blend of inbound and outbound calls to Proactive Contact agents. Usually,the ACD transfers inbound calls to available inbound or blend agents on Proactive Contact.using dedicated inbound T1 or E1 lines from the ACD to the Proactive Contact switch. Whenan agent is unavailable, Proactive Contact places calls in the inbound wait queue. If yoursystem does not use an ACD, Proactive Contact transfers inbound calls to available inboundor blend agents.

With ICB, blend agents handle outbound calls until there are more inbound calls than availableinbound agents. ICB passes the excess inbound calls to the blend agents. When the inboundcall volume decreases, Proactive Contact returns to passing outbound calls to the blendagents. ICB does not require special switch settings.

ICB routes inbound calls to agents who otherwise participate in outbound jobs. In IntelligentCall Blending, blend agents handle outbound calls until there are more inbound calls thanavailable inbound agents. ICB passes the excess inbound calls to the blend agents.

When the call volume decreases, Proactive Contact returns to passing outbound calls to theblend agents. ICB works with inbound trunks from a CO, a PBX, or with inbound trunks froman ACD.

Agent Blending


When Proactive Contact is working with a CO or PBX, inbound calls are routed directly toProactive Contact.

When Proactive Contact is working with an ACD, inbound calls are distributed from the ACDto Proactive Contact. The distribution is based on thresholds configured on the ACD.

Related topics:Agent blending on page 82

Agent blending

Agent Blending integrates outbound calling activities on your Proactive Contact with inboundcalling activities on your ACD. In an Agent Blending system, ACD agents log in to ProactiveContact and the ACD.

Agent Blending monitors the activity on the ACD. Agent Blending uses this information todetermine when to acquire agents for outbound calling and when to release ACD agents tohandle inbound calls.

Proactive Contact uses a pool of ACD (blend) agents for outbound calling. The system acquiresthe pooled agents for outbound calling when the inbound calling activity decreases andreleases these agents to inbound calling when the inbound calling activity increases. Thismovement keeps the ACD blend agents busy while keeping the ACD service level within yourprescribed limits.

Setting up Agent Blending requires coordinating settings on the ACD and on Proactive Contact.Many ACDs require special settings and have unique terminology. Work with your switch andAvaya technical support representatives to ensure that system settings are compatible.

Note:For blended agents, Proactive Contact requires one TSAPI license on the CM per agenton a hard dialer.

Related topics:Intelligent call blending on page 81Predictive agent blending on page 82

Blending and ACDs

Setting up Agent Blending requires coordinating settings on the ACD and on Proactive Contact.Many ACDs require special settings and have unique terminology. Work with your switch andAvaya technical support representatives to ensure that system settings are compatible.

Predictive agent blending

If your first priority is servicing your inbound customers and your inbound volume is fairly high,you can benefit from using Predictive Agent Blending. Predictive Agent Blending focuses onthe inbound mission. Predictive Agent Blending acquires agents for outbound only when the

Site preparation


Service Level (SL) or Average Speed to Answer (ASA) parameters are above the desiredvalue. These agents take inbound calls until Proactive Contact predicts that there are too manyagents on inbound. This prediction is based on the service level requirements you set.Proactive Contact then acquires agents from the ACD to handle outbound calls until theinbound volume increases.

Call centers with moderate to heavy inbound traffic and more than 25 agents in an inboundpool benefit from using Predictive Agent Blending. Predictive Agent Blending uses events fromthe ACD to forecast call volume and determine when to move ACD agents between inboundand outbound calling. For this movement to occur, your agents must receive internal (station-to- station) calls.

Predictive Agent Blending uses events from the ACD to forecast call volume and determinewhen to move ACD agents between inbound and outbound calling. For this movement to occur,your agents must receive internal (station-to-station) calls.

Two control method options are available within Predictive Agent Blending: Average Speed toAnswer and Service Level. To configure Predictive Agent Blending, set up an Average Speed toAnswer or a Service Level domain group that contains one or more acquire domains and atleast one inbound domain. Each type requires different settings.

Related topics:Average speed to answer on page 83Service level (SL) on page 84Agent blending on page 82Proactive agent blending on page 86

Average speed to answerThis domain group type uses the target average speed to answer (ASA) field (MAAS) tocalculate when to acquire and release agents. Agents are acquired for outbound calls whenthe ASA for all inbound domains in the group is less than or equal to the targeted value. Agentsare released when the value rises above the target value.

Parameter Description

Desired level(required)

The average number of seconds within which agents mustanswer calls. Select a setting between 0 and 100 seconds.The setting represents an average calculated over the AverageSpeed to Answer interval.

Average Speedto Answer

The interval that Proactive Contact uses to calculate the ASA.This parameter influences how responsive the system is tofluctuations in answer delays. This interval is a rolling intervalthat starts whenever you start Proactive Contact or restart AgentBlending. The minimum setting is 0.25 hours (15 minutes). Forexample, a setting of 1 calculates the activity during the pasthour.

Traffic intensitythreshold(required)

The percentage of agents available to take calls. Use thissetting to determine how quickly Proactive Contact movesagents between inbound and outbound calls.

Agent Blending


Parameter Description

The goal is to prevent agents from being acquired or releasedtoo frequently. Agents are available if they are not taking callsor updating records. Agent Blending tracks calling statistics anduses this information to predict future availability. To calculatethe threshold,Proactive Contact divides the projected inboundcall volume by the projected number of available agents.

Minimumnumber ofagents onoutbound(optional)

The minimum number of ACD blend agents, in this domaingroup, dedicated to handling outbound calls.This setting overrides Desired level. For example, no matterhow low the ASA, there will always be this number of agentsunavailable to handle inbound calls. Use this option when youmust meet outbound goals before you service inbound calls.

Initial traffic rate(optional)

The estimated number of calls per second. Proactive Contactuses this rate for the first 30 calls. It ensures that there areenough agents to handle the first 30 calls.

Minimum talktime (optional)

The estimated minimum number of seconds agents spendconnected on each inbound call. Proactive Contact adds Talktime and After Call Work time to determine agent availability.Agent availability is sometimes called service capacity.

Minimum aftercall work time(optional)

The estimated minimum number of seconds agents spend, aftera call, updating records and processing information.

Service level (SL)This domain group type uses the Service Criterion (SC), Desired Service Level (DSL), andAbatement Service Level (ASL) fields to calculate when to acquire and release agents.

• Agents are acquired for outbound calls when the percentage of inbound callsanswered within the SC time is greater than or equal to the DSL percentage.

• Acquisitions stop when the actual service level reaches the Abatement Service Levelvalue.

• Agents are released back to inbound when the service level falls below the desiredvalue. The actual service level is calculated using all inbound domains in the group.

The following table describes the SL parameters:

Parameter Definition

Desired Service Level(required)

The percentage of calls agents can answer within theService Criterion.

Abatement ServiceLevel (required)

The percentage (SL) where Proactive Contact stopsacquiring agents for outbound calling. Select a value

Site preparation


Parameter Definition

greater than the Desired level and less than or equal to100.

Service criterion(required)

The maximum time within which an agent must answer acall. It measure the seconds an inbound call is in the ACDqueue.

Service level interval(required)

The interval that Proactive Contact uses to calculate theSL. This parameter influences how responsive ProactiveContact is to fluctuations in answer delays. This intervalis a rolling interval that starts whenever you start ProactiveContact or restart Agent Blending. The minimum settingis 0.25 hours (15 minutes). For example, a setting of 1calculates the activity during the past hour.

Traffic intensitythreshold (required)

The percentage of agents available to take calls. Thissetting determines how quickly Proactive Contact movesagents between inbound and outbound calls. The goal isto prevent agents from being acquired or released toofrequently. Agents are available if they are not taking callsor updating records. Agent Blending tracks callingstatistics and uses this information to predict futureavailability. To calculate the threshold, Proactive Contactdivides the projected inbound call volume by the projectednumber of available agents.

Minimum number ofagents on outbound(optional)

The minimum number of ACD blend agents, in thisdomain group, dedicated to handling outbound calls. Thissetting overrides Desired level. For example, no matterhow low the ASA, this number of agents is alwaysunavailable to handle inbound calls. Use this option whenyou must meet outbound goals before you serviceinbound calls.

Initial traffic rate(optional)

The estimated number of calls per second. ProactiveContact uses this rate for the first 30 calls. It ensures thatthere are enough agents to handle the first 30 calls.

Minimum talk time(optional)

The estimated minimum seconds agents spendconnected to each inbound call. Proactive Contact addsTalk time and ACW time to determine agent availability.Agent availability is sometimes called service capacity.

Minimum after callwork time (optional)

The estimated minimum seconds agents spend, after acall, updating records and processing information.

Agent Blending


Proactive agent blending

If your focus is on outbound calling, use Proactive Agent Blending, but you need to service alow volume of inbound customers. Proactive Agent Blending focuses on outbound calls andreleases agents to inbound only when an inbound call enters a monitored queue on the ACD.When an ACD agent logs in, Proactive Contact immediately acquires the agent for outboundcalling. When an inbound call comes into the ACD queue, Proactive Contact releases the agentto handle the call.

The number of queued calls before agents release to inbound can be configured for eachOB_ONLY domain group. If inbound calls continue to come in, Proactive Contact continues torelease agents. As soon as the queue is empty, Proactive Contact acquires the agent foroutbound calls.

Related topics:Predictive agent blending on page 82Outbound agent blend on page 86

Outbound agent blend

Outbound Agent Blending acquires ACD agents to handle outbound calls as soon as theylog in to Proactive Contact and the ACD. Since there is no inbound domain in the OB_ONLYdomain group, agents assigned to an Outbound domain are not released to handle inboundcalls.

Related topics:Proactive agent blending on page 86Inbound calling and agent blending on page 86

Inbound calling and agent blending

Agent Blending integrates outbound calling activities on your Proactive Contact with inboundcalling activities on your ACD. ACD agents log in to Proactive Contact and the ACD. AgentBlending monitors the activity on the ACD and uses this information to determine when toacquire and release ACD agents for outbound calling.

Proactive Contact uses a pool of ACD (blend) agents for outbound and inbound calling. Thesystem acquires the pooled agents for outbound calling when the inbound calling activitydecreases. It releases these agents to inbound calling when the inbound calling activityincreases.

This movement keeps the blend agents busy while keeping the ACD service level within yourprescribed limits.

Related topics:Outbound agent blend on page 86

Site preparation


Blending setup

Proactive Contact elements for agent blending setup

During the setup process, you specify the following elements:

• Agent Blending settings

• Domains

• Domain groups

• Domain group control methods

Your Avaya representative configures the Agent Blending software to match yourspecifications.

If you make changes to Agent Blending later, define these settings in the Supervisor Mainmenu of the character-based application or Agent Blending from Supervisor tools.

Related topics:Proactive Contact elements for agent blending setup on page 87Proactive Contact elements for agent blending setup on page 87Domains on page 87

Domains

No matter which type of switch your system uses, Proactive Contact requires domains anddomain groups. Domains are the Proactive Contact name for ACD call queues that are definedon the ACD and on Proactive Contact.

Each domain is a member of a domain group. Agent Blending collects calling events for eachdomain and adds them by domain group for statistic calculation. The domain group uses thesestatistics to determine when to move ACD agents between inbound and outbound calling. Thedomain group does not add statistics across domain groups and it does not monitor activity incall queues that are not part of a domain group.

After you install your system, assign your agents to domains based on a skill set. For example,you might divide agents into three sets:

• agents who handle only credit card customers

• agents who handle consumer loan customers

• agents with skills to handle both credit card customers and consumer loan customers

Related topics:Configure domains on page 88Domain groups on page 89

Agent Blending


Proactive Contact elements for agent blending setup on page 87Agent logins on page 89

Configure domainsThe types of domains you configure depend on the ACD. The two main domain types areinbound and acquire. All Agent Blending systems must have an acquire domain.

Agent Blending uses inbound domains to determine agent availability by monitoring andanalyzing the traffic. It uses acquire domains to acquire agents for outbound calling.

In addition to inbound and acquire domains, Proactive Contact recognizes two additionaldomains. Some ACDs use auxiliary domains to monitor all calling activity in a domain group.Meridian switches without multiple queues assignment (MQA) use transient domains totemporarily hold agents that are moving between inbound and outbound.

Site preparation


Domain groupsDuring site preparation, identify which domains you want grouped. A domain group containsone or more domains.

Each domain group must be defined using one of the following four configurations:

• Outbound without inbound domain (OB_ONLY control method)

• Predictive Average Speed to Answer (ASA control method)

• Predictive Service Level (SL control method)

• Outbound with inbound domain (Proactive Blend, OB_ONLY control method)

Agent logins

In an Agent Blending system, an agent can handle only inbound calls, inbound and outboundcalls, or only outbound calls. An agent who handles only inbound calls logs on to the ACD.Proactive Contact can monitor the inbound calling activity of an agent based on the dialer andACD configuration.

An agent who handles both inbound and outbound calls logs on to Proactive Contact as anACD agent and to the ACD to receive inbound and outbound calls. Proactive Contact monitorsthe inbound calling activity and acquires ACD agents for outbound calling when appropriate.

An agent who handles only outbound calls logs on to Proactive Contact as an ACD agent andthe ACD to receive outbound calls. Proactive Contact acquires the agent immediately foroutbound calling.

The following table summarizes agent logons based on the calls an agent handles and whetheryou want Agent Blending to monitor agents.

Call type Monitored by

Agentblend

ProactiveContactlogon

ACD logon

Inboundonly

No N/A ACD logon

Inboundonly

Yes N/A Log in using the method to receive onlyinbound calls, not outbound calls fromProactive Contact (ACD and acquire skillrelated)

OutboundandInbound

Yes ACDagent

Log in to receive ACD inbound andoutbound calls from Proactive Contact.

Agent Blending


Call type Monitored by

Agentblend

ProactiveContactlogon

ACD logon

Outbound Yes ACDagent

Log in to receive outbound calls fromProactive Contact.

Related topics:Domains on page 87

Site preparation


Chapter 4: Hardware specifications

Deployment option specifications

Rack SpecificationsAvaya recommends the following If the customer provides a rack for all components in thesystem:

• A 39U enclosure is recommended if using a UPS, else a 31U enclosure will beadequate for the components.

• Depth should be the next larger size than 800 mm (31.5 inches).

• The tape drive and Lantronix network access device should be purchased with theirrack mount kits. These two will mount directly in the 19 inch rack without needing aseparate shelf. If not, these two devices would need a shelf.

• If the CPU is not to be rack mounted, then it needs a separate shelf.

• There are two other miscellaneous devices (network switch and modem) that require ashelf.

• If they want a UPS, this will need to be mounted as well at the bottom of the rack.

• Depending upon how the tape drive and Lantronix unit are mounted, you might needthree shelves.

• Mounting order, from bottom to top: UPS (if applicable), PG230RM, Lantronix/Modem/Hub, CPU, Tape Drive.

• From bottom up, allow: 5u for UPS and 1u space (if applicable), 18u for the PG230RMunit, 1u space, 2u for Lantronix on a shelf or rack mounted, 1u for space, 5u for CPU,1u for space 3u for modem/hub/tape drive and 37u with the UPS (if applicable), 31uwith allowing 1U space for cabling runs and access between components without theUPS.

Proactive Contact System componentsTo prepare for the installation of your Proactive Contact System, develop a facilities floor planthat includes the location of each component. Use the each component's specifications todetermine the requirements of that component and to identify heating, ventilation, and air-


conditioning requirements. Do not keep Proactive Contact or any of its components under thesprinklers in your facility.

In addition to meeting the requirements the related topics, you must comply with therequirements in Avaya Proactive Contact Safety and Regulatory Information. You must alsocomply with all local regulations that govern the installation of your Proactive Contact System.

Caution:Failure to comply with these requirements can lead to severe damage of your systemequipment.

The Proactive Contact System deployment option contains the following components:

• Proactive Contact System cabinet• Administrator console (customer provided or optionally purchased from Avaya)• Supervisor console (customer provided or optionally purchased from Avaya)• Agent workstations (customer provided or optionally purchased from Avaya)• Printers (customer provided)

Note that the Proactive Contact System cabinet has the following components:

• Digital Switch• Proactive Contact System CPU• Remote access server• Disk mirroring• Ethernet switch• Maintenance modem (USA/Canada• Uninterruptible power supply (UPS)

Related topics:Proactive Contact System deployment on page 92Proactive Contact System cabinet on page 97Avaya PG230RM cabinet specifications on page 101

Proactive Contact System deployment

The following diagram illustrates a typical Proactive Contact system deployment with all its supportingequipment.

Hardware specifications


Proactive Contact with PG230RM componentsTo prepare for the installation of your Proactive Contact with PG230RM system, develop a rackmounting plan. This plan includes the location of each component. Use the specifications in



the related topics to determine the requirements of each component and to identify heating,ventilation, and air- conditioning requirements.

In addition to meeting the requirements in this section, you must comply with the requirementsin Avaya Proactive Contact Safety and Regulation Information. You must also comply with alllocal regulations that govern the installation of your PG230RM.

Electrostatic alert:Failure to comply with the requirements described in this section can lead to severe damageof your PG230RM equipment.

Caution:You can mount the components in the rack prior to Avaya installation personnel arriving atyour site. The fully-loaded unit (cards and UPS) can weigh up to 150 pounds.

The Proactive Contact with PG230RM deployment option contains the following components:

• Avaya PG230RM system• Maintenance modem (customer provided or optionally purchased from Avaya)• Remote access server (customer provided or optionally purchased from Avaya)• Proactive Contact System CPU (Avaya or customer provided)• Uninterruptible power supply (UPS) (Optional, Avaya or customer provided)• Disk mirroring (optional)• Ethernet switch (customer provided or optionally purchased from Avaya)• Administrator console (customer provided or optionally purchased from Avaya)• Supervisor console (customer provided or optionally purchased from Avaya)• Agent workstations (customer provided or optionally purchased from Avaya)• Printers (customer provided)

Related topics:PG230RM deployment on page 94

PG230RM deployment

The following diagram illustrates a typical PG230RM deployment with all its supporting equipment.



Proactive Contact with CTI specificationsThis section describes the equipment that must be installed for Proactive Contact with CTI tofunction properly.

This deployment option contains the following components:

• Maintenance modem (customer provided or optionally purchased from Avaya)• AES server• Communications Manager (CM) must have TN744E call classification cards or newer



One TN744E card for each eight outbound lines that you expect to use for the dialerduring peak production.

• The PBX must have the latest IPSI firmware installed, at least version 38• TSAPI basic licensing, one per agent for these configurations:

- Hard dialer with Blended agents only- Soft dialer with Preview or Predictive agents

• TSAPI advanced licensing, one per CM connection for these configurations:

- Soft dialer with Predictive agents only- Soft dialer with Preview agents using the Managed with CPA option only

• Remote access server (customer provided or optionally purchased from Avaya)• Proactive Contact System CPU (Avaya or customer provided)• Uninterruptible power supply (UPS) (Optional, customer provided or optionally

purchased from Avaya)• Ethernet switch (customer provided)• Administrator console (customer provided or optionally purchased from Avaya)• Supervisor console (customer provided or optionally purchased from Avaya)• Agent workstations (customer provided or optionally purchased from Avaya)• Printers (customer provided or optionally purchased from Avaya)

Pod deployment specificationsYou can combine up to four of the same system types together into a pod. See the otherdeployment specifications for information on components. You will designate one of thesystems to be the primary system in the pod. This system will serve as the statistics collectionlocation for the entire pod. Determine whether the primary and secondary systems will beconfigured with shared features.

Important:All the systems in the pod must be the same type, for example, all hard dialers (ProactiveContact Systems and/or PG230RM systems), or all soft dialers (CTI systems).



Cabinet specifications

Proactive Contact System cabinetThe Proactive Contact System cabinet contains the Proactive Contact software and hardwarethat enables the system to connect agents to customers. The system cabinet components alsostore system, job, and agent statistics.

Components inside the system cabinet include:

• Proactive Contact System CPU to run the system software with a DVD drive, diskmirroring, and an optional DDS drive for backing up and restoring the database andfiles

• Digital switch to place and answer phone calls• Maintenance modem (US and Canada only) and remote access server for remote

technical support of the system• Uninterruptible power supply (UPS) to provide backup power to the system cabinet

components• Ethernet switch

Note:Systems installed in the United States and Canada include a maintenance modem andmodem cable.

Installations outside the United States and Canada include only a modem cable. You, yourVAR, or your Avaya Business Partner provides the modem.

Components that connect to the system cabinet include:

• Administrator console (customer provided or optionally purchased from Avaya) foraccess to the digital switch and system controller.

• Public Switched Telephone Network (PSTN) for placing and receiving calls• Local area network (LAN) for connecting to agent and supervisor workstations• Agent workstations (customer provided) and Supervisor console (customer provided

or optionally purchased from Avaya) headsets or phones, using the trunk connectionsto the switch

Related topics:Proactive Contact System cabinet environmental specifications on page 98Proactive Contact System cabinet specifications on page 99Proactive Contact System components on page 91Avaya PG230RM cabinet specifications on page 101



Proactive Contact System cabinet environmental specifications

The environment can influence Proactive Contact System performance and reliability. Youmust control the temperature, humidity, and other environmental factors to meet ProactiveContact System operating requirements.

ElectricalConnect the Proactive Contact System cabinet ground to the building ground. Use a minimumof 10 AWG (5.26 sq-mm) stranded ground conductor (green insulated wire with at least 1 yellowstripe).

Air ConditioningA qualified air-conditioning engineer must determine the exact requirements for yourenvironment. Use the following guidelines to estimate air conditioning requirements.

Air conditioning must handle the heat produced by the components in the system cabinet,personnel in the room, and lighting. You must also consider the heat that comes through walls,windows, floors, and ceilings. Because the system requires constant power (even if the systemis idle), the system continually generates heat. Air conditioning requirements must always bemet.

Avaya recommends a stable ambient operating temperature of approximately 72 degreesFahrenheit (22 degrees Celsius). A temperature in the range of 45 degrees to 80 degreesFahrenheit (7 degrees to 26 degrees Celsius) is acceptable. The temperature variation in theequipment room should not exceed ±5 degrees Fahrenheit (±3 degrees Celsius).

Heat dissipation from a system is estimated in BTUs (British Thermal Units) per hour. Estimatethe amount of air conditioning required based on the heat generated in the equipment areaand square feet of occupied floor space. Remember, each person in the occupied areagenerates heat. Consult your HVAC (Heating, Ventilation, and Air-Conditioning) representativefor specific air-conditioning, heating, and ventilation requirements.

Use the following guidelines for all the hardware components of the Proactive Contact System.

• Keep the temperature between 45°F to 80° F (7°C to 26° C).• Maintain 8% to 80% relative humidity.• Protect from heat, cold, and water exposure.• Avoid direct sunlight.

Other environmental factorsIn addition to controlling temperature, you must control the following environmental factors inthe equipment areas:

Environmentalfactors

Descriptions

Humidity Low humidity can increase static electricity buildup, whilehigh humidity can affect the performance of disks andprinters. Maintain a non-condensing, relative humiditybetween 8 percent and 80 percent.




Descriptions

Static electricity Avaya recommends placing the system cabinet on anantistatic electrical grade matting. When you work onProactive Contact System equipment, use an antistaticwrist strap.

Lighting Avoid direct sunlight.

Ventilation Do not block the vents on the system cabinet.

Grounding and power requirementsIn addition to meeting the requirements in this topic, you must comply with the requirementsin Avaya Proactive Contact Safety and Regulatory Information.

Warning:If you fail to follow grounding procedures, the installation can be unsafe for personnel,unprotected from lightning or power transients, and subject to service interruptions anddegraded performance. Avaya recommends that power supply conductors be dedicated anduninterrupted from the service panel to the system cabinet.

Proactive Contact System cabinet specifications

The Proactive Contact System cabinet contains the system software and hardware requiredto make calls, handle incoming calls, connect agents and clients, and maintain clientinformation.

Dimensions4.7 feet x 2.16 feet x 3.33 feet (1.42 meters x 0.66 meters x 1.04 meters)

PlacementYou must allow sufficient space to open and close the front and rear doors. Each door is thefull width of the system cabinet and is hinged on the left side. The doors require a 24-inch arcfrom the left side of the front and rear of the system cabinet

When planning placement space for your the system cabinet, use the following requirements:

• Minimum of 3 feet (0.92 meters) of work space at the front and back of the systemcabinet

• Minimum of 2.34 feet (0.75 meters) of ventilation space on sides• Minimum of 5 feet (1.5 meters) from air-conditioning or heating ducts• Raised floors must support 550 pounds (250 kilograms) for each system cabinet

ClearanceYou must allow access and entry ways (including doors, hallways, stairs, elevators, and lifts)of at least 5.5 feet x 3.16 feet x 4 feet (1.69 meters x 1 meters x 1.23 meters) to accommodatethe crated system cabinet.



Avaya recommends moving the system cabinet in the shipping crate.

Note:After the initial installation, use the shipping crate any time you need to move your system.Prior to moving your system after the initial installation, you must first contact your CustomerSupport Engineer, or risk noncompliance.

IP addressProvide the required IP addresses for the Proactive Contact System.

Electrical connectionsThe system cabinet is equipped with one power cord and a standard three-prong groundedelectrical plug (only for 100 and 120 VAC systems). Use one separate, dedicated circuit withthe appropriate receptacle for the system cabinet.

Use the following guidelines for electrical connections:

Power input Cord Plug (UPSend)

Plug (customerend)

120 VAC, 50-60 Hz 16A, 6 ftprovided

Hard-wired NEMA 5-20P


Hard-wired NEMA L5-30P

220-240 VAC, 50-60Hz

8A, not provided IEC-320 C19 Country specific,customer provided

Note:The circuit must accommodate the appropriate power input requirements. Any change tothe supplied electrical connection is your responsibility and must be completed by a qualifiedelectrician where the call center is located. The local building inspectors must approve allelectrical connections and components to ensure that they meet local electricalrequirements.

These guidelines also include:

• One earth grounded outlet within 5 feet (1.5 meters) of the system cabinet• One dedicated, separate circuit breaker

Power consumptionThe Proactive Contact System uses approximately 1500 watts.

GroundingInstall wire to connect the system cabinet to the building earth ground. Use minimum 10 AWG(5.26 sq-mm) stranded ground conductor (green insulated wire with one or more yellowstripes).

In addition to meeting the requirements in this section, you must comply with the requirementsin Avaya Proactive Contact Safety and Regulatory Information.



In the United States: Comply with grounding connections listed in Article 250 of the NationalElectric Code, NFPA70.

Outside the United States: Comply with applicable national electrical codes.

Floor mountingAn optional floor mounting kit is available. Each kit includes detailed installation instructionsand the parts required to secure the system cabinet to a concrete floor. For more information,contact your Avaya vendor.

TelephonyFor the telephony specifications see Telephone circuits on page 42.

Heat outputThe Proactive Contact System cabinet can produce up to 5,000 BTUs per hour.

SecurityAvaya recommends placing the system cabinet in a secure location with controlled access.

Avaya PG230RM cabinet specificationsThe PG230RM cabinet contains the Digital switch card cage to place and answer phone calls

Components that connect to the PG230RM cabinet include:

• Maintenance modem and Remote access server for remote technical support of thesystem

• Proactive Contact System CPU to run the system software with a DVD or DDS drivefor backing up and restoring the database and files

• Uninterruptible power supply (UPS) to provide a dual power supply to the systemcabinet components (in addition to the power supply included at the factory with thePG230RM)


• Public Switched Telephone Network (PSTN) for placing and receiving calls• Local area network (LAN) for connecting to agent and supervisor workstations• Agent workstations (customer provided) and Supervisor console (customer provided


• (For CTI deployment options) Application Enablement Services(AES) to communicatewith the Avaya Communication Manager switch. The server integrates telephones onthe desktops of agents with telephony enabled or telephony based applications. Theseapplications can reside either on the server where they are referred to as "serverapplications" or on the desktop PC where they are called "client applications". Formore information on installing AE Services, see the AE Services Client InstallationGuide.



Related topics:Avaya PG230RM system cabinet environmental specifications on page 102PG230RM cabinet specifications on page 103Proactive Contact System components on page 91Proactive Contact System cabinet on page 97

Avaya PG230RM system cabinet environmental specifications

The environment can influence PG230RM system performance and reliability. You must controlthe temperature, humidity, and other environmental factors to meet PG230RM operatingrequirements.

ElectricalConnect the system cabinet ground to the building ground. Use a minimum of 10 AWG (5.26sq-mm) stranded ground conductor (green insulated wire with at least 1 yellow stripe).

Air ConditioningA qualified air-conditioning engineer must determine the exact requirements for yourenvironment. Use the following guidelines to estimate air conditioning requirements.

Air conditioning must handle the heat produced by the components in the system cabinet,personnel in the room, and lighting. You must also consider the heat that comes through walls,windows, floors, and ceilings. Because the system requires constant power (even if the systemis idle), the system continually generates heat. Air conditioning requirements must always bemet.

Avaya recommends a stable ambient operating temperature of approximately 72 degreesFahrenheit (22 degrees Celsius). A temperature in the range of 45 degrees to 80 degreesFahrenheit (7 degrees to 26 degrees Celsius) is acceptable. The temperature variation in theequipment room should not exceed ±5 degrees Fahrenheit (±3 degrees Celsius).

Heat dissipation from a system is estimated in BTUs (British Thermal Units) per hour. Estimatethe amount of air conditioning required based on the heat generated in the equipment areaand square feet of occupied floor space. Remember, each person in the occupied areagenerates heat. Consult your HVAC (Heating, Ventilation, and Air-Conditioning) representativefor specific air-conditioning, heating, and ventilation requirements.

Use the following guidelines for all the hardware components of the Proactive Contact System.

• Keep the temperature between 45°F to 80° F (7°C to 26° C).• Maintain 8% to 80% relative humidity.• Protect from heat, cold, and water exposure.• Avoid direct sunlight.

Other environmental factorsIn addition to controlling temperature, you must control the following environmental factors inthe equipment areas:




Descriptions

Humidity Low humidity can increase static electricity buildup, whilehigh humidity can affect the performance of disks andprinters. Maintain a non-condensing, relative humiditybetween 8 percent and 80 percent.

Static electricity Avaya recommends placing the system cabinet on anantistatic electrical grade matting. When you work onProactive Contact System equipment, use an antistaticwrist strap.

Lighting Avoid direct sunlight.

Ventilation Do not block the vents on the system cabinet.

Grounding and power requirementsIn addition to meeting the requirements in this topic, you must comply with the requirementsin Avaya Proactive Contact Safety and Regulatory Information.

Warning:If you fail to follow grounding procedures, the installation can be unsafe for personnel,unprotected from lightning or power transients, and subject to service interruptions anddegraded performance. Avaya recommends that power supply conductors be dedicated anduninterrupted from the service panel to the system cabinet.

PG230RM cabinet specifications

The PG230RM does not require an enclosure to house all of the other support equipment(CPU, modems, access servers, UPS, etc.). You can house some or all of the equipmentdescribed in this section in an enclosure or open rack, but you must comply with the cablelength and environmental requirements.

Dimensions

PG230RM cabinet: 28 inches x 17.5 inches x 25.5 inches (0.71 meters x 0.44 meters x0.65 meters)

PlacementAllow sufficient space to open and close the front and rear doors. The front door requires a17.25-inch arc from the right side of the front and rear of the system cabinet. The rear doorswings down within an 18 inch arc.

PG 230RM cabinet

• Minimum of 3 feet (0.92 meters) of work space at the front and back of the rack.• Ensure that the ventilation slots on each side of the cabinet are not blocked, and

adequate airflow is also provided. Typical rack spacing will ensure adequate airflow.



• Minimum of 5 feet (1.5 meters) from air-conditioning or heating ducts• Rack must support 135 pounds (62 kilograms) for each cabinet and can be a two or

four rail rack.• The bare enclosure (with rack mount ears installed, front door removed and no switch

cards or adapter modules/cables) with a non-redundant power supply weighs 70pounds.

• The bare enclosure (same as above) with a redundant power supply weighs 85pounds.

• The front door weighs 6 pounds and has lift-off hinges, so this is easy to remove (andmust be removed) before installation.

• If switch cards and adapter modules/cables are left in the enclosure, the weight willincrease. Most switch cards are 1.7 pounds, so a system with eight Quad-T1 cardsand the other standard cards (ENBC, two LPVC2s, two DSP2s) adds 22 pounds tothe total weight. I/O modules and cables add another 6 pounds. Total weight of thesystem with a non-redundant power supply (with the front door) is 104 pounds.

• Four installation guide pins are provided to make installation easier. You can lift theenclosure and slide it over the pins to hold it until the rack mount screws are installed.Then remove the guide pins and replace with normal screws.

ClearanceAccess and entry ways (including doors, hallways, stairs, elevators, and lifts) must be at least43 inches x 36 inches x 32 inches to accommodate the crated system cabinet.

Avaya recommends moving the system cabinet in the shipping crate.

Note:After the initial installation, use the shipping crate any time you need to move your system.Prior to moving your system after the initial installation, you must first contact your CustomerSupport Engineer, or risk noncompliance.

IP addressProvide the required IP addresses for the PG230RM.

Electrical connectionsThe system cabinet is equipped with an IEC-320 C14 electrical connector. Use one separate,dedicated circuit with the appropriate receptacle for the system cabinet.

Use the following guidelines for electrical connections:

Power input Cord Plug (PG230RMend)

Plug (customerend)


ICE-320 C13,90º

NEMA 5-15P


ICE-320 C13,90º

NEMA 5-15P

220-240 VAC, 50-60Hz

5A, notprovided

IEC-320 C13,90º

Country specific,customer provided



Note:The circuit must accommodate the appropriate power input requirements. Any change tothe supplied electrical connection is your responsibility and must be completed by a qualifiedelectrician where the call center is located. The local building inspectors must approve allelectrical connections and components to ensure that they meet local electricalrequirements.

EthernetDo not exceed the networking limitations of the Proactive Contact System CPU when you setup this network.

Power consumptionProactive Contact with PG230RM uses approximately 800 watts.

GroundingInstall wire to connect the system cabinet to the building earth ground. Use minimum 10 AWG(5.26 sq-mm) stranded ground conductor (green insulated wire with one or more yellowstripes).

In addition to meeting the requirements in this section, you must comply with the requirementsin Avaya Proactive Contact Safety and Regulatory Information.

In the United States: Comply with grounding connections listed in Article 250 of the NationalElectric Code, NFPA70.

Outside the United States: Comply with applicable national electrical codes.

Heat outputThe PG230RM cabinet can produce up to 3,000 BTUs per hour.

SecurityAvaya recommends placing the system cabinet in a secure location with controlled access.

Hardware components

Digital switch descriptionThe digital switch places calls, performs call progress analysis, answers calls, processes calls,plays messages, and communicates with the Proactive Contact CPU.

The digital switch is made up of three subsystems:

• Digital switch subrack• Enhanced Network Bus Controller (ENBC) I/O Transition Module• Digital switch power supply

Hardware components


The digital switch uses an internal, isolated Ethernet connection to communicate with thesystem controller.

Related topics:Digital switch subrack description on page 106ENBC I/O Transition Module description on page 108Digital switch power supply on page 108

Digital switch subrack description

The digital switch subrack, also called the digital switch card file, contains cards that providethe following functions:

• Provides a central processor for the digital switch.• Monitors alarm conditions and provides controls for resetting the digital switch.• Provides interfaces for phone circuits.• Places, receives, and processes phone calls.• Provides call progress analysis to screen out answering machines, busies, no

answers, and intercepts.• Plays and records digitized voice messages.• Switches calls to workstation headsets.

The following table provides an overview of the function of the most common cards.

Card type General function Description

ENBC(Enhanced NetworkBus Controller)

Control circuit card Controls the operation of thedigital switch under the direction ofthe system controller (CPU).

DSP2(Digital SignalProcessor)

Service circuit card- all DSP functions

EDTG (Enhanced Digital ToneGenerator)ECC (Enhanced ConferenceCard)EDRC (Enhanced DTMF ReceiverCard)ECPA (Enhanced Call ProgressAnalyzer)DDC (Digital Dialer Card)EMFCR2 (Enhanced MFCR2)(Multi Frequency Compelled R2signaling)

LPVC2(Large Port Voice Card)

Service circuit card Plays and records digitized voicemessages and ziptones.

EUTC(Enhanced UniversalTrunk Card)

Port interface card Provides an interface to 16 analogground start/loop start phonetrunks.



Card type General function Description

QT1(Quad T1 card)

Port interface card Provides interfaces for up to fourdigital T1 phone trunks (non-ISDN).

QE1(Quad E1 card)

Port interface card Provides interfaces for up to fourdigital E1 phone trunks (non-ISDN).

QT1-PRI(Quad T1 Primary RateISDN card)

Port interface card Provides interfaces for up to fourT1-based Primary Rate ISDN(PRI) phone trunks.

QE1-PRI(Quad E1 Primary RateISDN card)

Port interface card Provides interfaces for up to fourE1-based Primary Rate ISDN(PRI) phone trunks.

OLIC2(Operator LineInterface Card)

Port interface card Provides an interface to 24 direct-connect headsets.

The digital switch buses are integrated in the digital switch subrack and controller. The busescontrol signals and other information within the digital switch.

The following table describes the digital switch buses.

Digital switch bus name Description

Ethernet Carries communication network traffic between thesystem controller (CPU) and the digital switch.

SCSI Connects the ENBC I/O Transition Module to thedigital switch subrack. When the call center starts ajob, the ENBC uses the SCSI bus to downloaddigitized voice messages to the LPVC.

Communication Carries control signals and data between the ENBCand the cards in the digital switch subrack.When you reset the digital switch, the ENBC uses thecommunication bus to download application softwareto cards in the digital switch subrack.

Pulse Code Modulation(PCM)

Carries phone audio information within the digitalswitch. The digital switch uses the PCM bus to link theports on the port interface cards and service circuitcards in the digital switch subrack.

Hardware components


ENBC I/O Transition Module description

The ENBC I/O Transition Module provides the following connections to the digital switch:

• Ethernet• Serial RS-232 communication• SCSI• External clock for testing

The ENBC I/O Transition Module has a hard disk drive and a diskette drive.

The hard disk drive stores the operating system, switch generic software, card download, andconfiguration information used by the digital switch.

Digital switch power supply

The power supply module can be either a single supply or two supplies connected in a currentsharing, redundant configuration.

The supply provides the following DC voltages:

• +5 V DC• +/- 1-15 V DC• +24 V DC• -48 V DC

Proactive Contact System CPU specificationsThe Proactive Contact System CPU controls all Proactive Contact System operations andprovides an interface that supervisors and agents use on their workstations. It contains theProactive Contact software that calls customers; connects agents and customers; and storessystem, job, and agent statistics.

The Proactive Contact System CPU also contains a writable DVD drive that provides datastorage and is used for backing up system software. A DDS tape drive is available as an optionfor larger backups.

The environmental requirements for the Proactive Contact CPU are listed in the following table.Every component described in this section is subject to these requirements:



Environmental

specifications

Operating requirements Non-operating requirements

Altitude 0 to 3000 meters (0 to 10,000feet)

0 to 4500 meters (0 to 15,000feet)

Temperature +5º C to +35º C -40º C to +70º C

Humidity 8% to 80% non condensing —

Uninterruptible power supply (UPS) specificationsThe UPS protects against power supply fluctuations and outages. It provides approximatelyseven minutes of power reserve for a fully loaded system. This gives a system administratortime to shut down the system. You can monitor the UPS through its serial interface using theoptional software (for example, Parachute software). Monitoring the UPS lets you automaticallyshutdown the system if a power interruption occurs.

Proactive Contact System deployment optionIn the Proactive Contact System deployment option, the UPS is provided within the systemcabinet. It protects:

• Proactive Contact System cabinet components (CPU, digital switch, modem, etc.)• Remote access hardware• Administrator console (if connected to the same UPS)• Ethernet switch• DDS tape or DVD device

Proactive Contact PG230RM deployment optionsIn the Proactive Contact with PG 230RM and CTI deployment options, you must provide yourown UPS. Avaya recommends that all Proactive Contact equipment be sufficiently protectedby a UPS. This equipment includes:

• Proactive Contact System CPU• PG230RM• Modem• Remote access hardware• Administrator console (if connected to the same UPS)• Ethernet switch• DDS tape or DVD device

Hardware components


Maintenance modemThe Proactive Contact System uses a high-speed modem to enable remote access to thesystem for diagnostic and maintenance purposes. The modem connects an analog phone lineto the access server to provide access to the major subsystems.

Proactive Contact Systems installed in the United States and Canada include a maintenancemodem and modem cable. All other installations outside the United States and Canada includeonly a modem cable with the Proactive Contact System. You, your VAR, or your AvayaBusiness Partner provides the modem.

Remote access serverAvaya support services must be able to remotely obtain system console access and networkaccess to both the Proactive Contact System CPU and the digital switch. Remote access isusually provided through a remote access server. The remote access server must have at leastfour asynchronous serial ports and one Ethernet port.

Ethernet switch specificationsYou must install an Ethernet switch that supports 10-Mbit half-duplex with a minimum of threeports. This switch provides a network interconnection between the built-in interface oftheProactive Contact System CPU, the PG230RM, and the remote access server.

The three Ethernet segments, CPU-to-switch, PG230-to-switch, and remote access server-to-switch must be as short as is practical.

The following network performance restrictions also apply for all Ethernet segments:

• The average round-trip time between the Proactive Contact System CPU and thePG230RM for 100 packets of 1,500 bytes each must not be greater than 5milliseconds. This network performance metric must be met or exceeded for allEthernet segments.

• The network performance measurements must be made using the ping (1 meter) utilityon the Proactive Contact System CPU when either:

No jobs or record selections are running

or

Only the root user is logged in to the workstation

For example:

ping switch1 1500 100



Administrator console (customer provided or optionally purchasedfrom Avaya) specifications

The administrator console provides access to the Proactive Contact System CPU and digitalswitch. It connects directly to the access server inside the system cabinet. This interfacerequires a monitor and a keyboard. The system administrator uses this interface to performbasic system operations such as monitoring system status, backing up system files, shuttingdown the system, and setting the time and date of the system.

You can use any terminal emulation software that supports VT100 terminal emulation on aWindows 2000 or later PC. The PC must have an available RS-232 serial port for connection tothe remote access hardware. An alternative is to use an available USB port in conjunction witha USB to RS-232 serial adapter. You must provided the cabling for either solution.

PlacementAvaya recommends the following placement specifications:

• Minimum of 2 feet x 3 feet (0.6 meters x 0.9 meters) table or computer stand space• Maximum of 10 feet (3 meters) from the system cabinet• Minimum weight of 19.5 pounds (9 kilograms)

Table placementIf you place the Administrator console and the printer on the same table, use the followingguidelines:

• Table: the table dimensions must be 4 feet x 2 feet (1.3 meters x 0.6 meters).• Weight: the table must support 50 pounds (18.65 kilograms).• Distance: the table must not be more than 8 feet (2.66 meters) from the system

cabinet.

ElectricalThe workstation power cord plugs can be plugged directly into the system cabinet UPS.

Data connectivityThe workstation connects directly to the system cabinet through an RS-232 serial busconnection.

Avaya supplies a 15 foot RS232 serial cable terminating in a DB9 connector. It may benecessary for you to provide a serial-to-USB converter to connect to a PC with terminalemulation software.

SecurityThe administrator user name and password are required for system security.

Supervisor workstations (customer provided) specificationsSupervisor workstations are network-attached computers. Supervisor workstations require aheadset or phone. Identify and dedicate workstations for each Proactive Contact Supervisor

Hardware components


license purchased. The location of Supervisor workstation varies based upon your operationalrequirements.

Avaya Proactive Contact Supervisors use these workstations to:

• Set up and manage system settings• Set up jobs• Monitor calling activity• Produce call center reports

Supervisor workstation hardware requirements

• Pentium III 800 MHz Processor• 512 MB RAM recommended• 15 GB free disk space• Network Interface Card -Ethernet 10/100 TX• DVD-ROM drive• 1.44 MB 3.5-inch high density disk drive• 17-inch Super VGA monitor

Supervisor workstation software requirements

• Windows Vista (Business) or

Windows XP SP 2

Note:If you are using Microsoft Windows XP SP2 with the Windows Firewall turned on,you can set permissions so that Avaya applications can run.

• Winsock Version 1.1 (TCP/IP Stack)• Microsoft 32 bit ODBC

Agent workstations (customer provided) specificationsEach agent workstation consists of a computer and voice connection. During jobs, agents usethe workstation to talk to customers and update customer records.

Agent workstaitons can be network connected or serial connected (direct connected). TheProactive Contact System provides the best service using network connected PCs. TheProactive Contact System supports connections to an Ethernet network. The ProactiveContact System uses the TCP/IP protocol to move data between itself and the agent



workstations. These systems can use the Avaya graphical user interface or one designed byan application developer that use Agent API.

Agent workstation hardware requirements

• Pentium III 550 MHz processor• 400 MB of available disk space• 128 MB RAM at minimum• Network capable• DVD-ROM drive

Agent workstation software requirements

• Microsoft Windows Vista (Business) or

Microsoft Windows XP SP 2• If you are not using PC Agent Desktop or Proactive Contact Agent API, provide VT100

Emulation software for connection to host and system. Avaya recommends:

- WallData Rumba- Attachmate Extra!- WRQ Reflections- Hummingbird

Note:Integration development and consulting is not usually included as part of yourservices agreement with Avaya Professional Services.

or• If you are using an Agent API solution, provide network-connected agent PCs. The

Proactive Contact Agent session communicates via the Agent API to the system. Anemulation session is not necessary.

The Proactive Contact Agent application broadcasts record information via DDE. Ifyou are creating a cut and paste solution to your host, the host emulation session mustsupport DDE. You are responsible for creating any cut and paste solution, unless youhave contracted with Avaya Professional Services for this work. If you have contractedwith Avaya CSI to create a cut and paste solution to your host, you will be asked toprovide the host emulation software name (for example, Reflections) and the hostemulation software type (for example, vt100 or 3270).

Printers specifications (customer provided)Avaya requires at least one network printer connected to be used for printing Proactive Contactreports. Use the printer to print status messages, error messages, diagnostic information, andreports on call center operations.

Hardware components


You are responsible for the purchase, installation, and maintenance of the printer. Purchase alaser printer that has either an internal or an external HP Jet Direct Card. (This printer must beable to communicate PCL 6, which is HP's Printer Control Language version 6.0.)

The printer must have network access via TCP/IP. You will be asked to provide either the staticIP address or DNS name to be entered into the Proactive Contact hosts table.

The printer is connected to the LAN at your call center, which makes it available to otherapplication software. The printer connects to the system controller by an Ethernet LANconnection.

Pod checklist

# Description Notes

1 Designate one of the systems tobe the primary system in the pod.This system will serve as thestatistics collection location for theentire pod.

2 Supply the primary system IPaddress and DNS name to yourAvaya Project Manager

3 Supply the secondary system(s)(maximum of three) IP addressesand DNS names to your AvayaProject Manager.

4 Determine whether the primaryand secondary systems will beconfigured with shared features.

Tip:Avaya recommends that theconfiguration be identicalbetween systems in a pod forease of management andconsistency in reporting.

5 Determine whether all the dialersin a Pod configuration are on thesame version of dialer software.

Related topics:Switching on pods on page 14Pod deployment options on page 10



Chapter 5: Component hardware checklists

Electrical checklist

# Description Notes

1 Provide one dedicated AC circuit: • North America: 105-125VAC at 60 Hz, andadditional for addedequipment.

• Europe and SouthAmerica: 210-250 VAC(220 VAC nominal) at 50Hz

• Japan: 85-110 VAC at 50Hz

2 Provide a 15 amp circuit with 15amp circuit breaker

3 Provide a power cord: • One Earth-grounded,three-wire, single ordouble outlet within 9 ft. ofthe cabinet.

• North America: Use theprovided 3 pronggrounded, NEMA5-15plug

• Europe, South America,and Japan: Provide theappropriate power cord,locking plug, andreceptacle for theelectrical cord. See Digital switch descriptionon page 105.

4 Provide wire to connect systemchassis to building Earth ground.

Use minimum 10 gauge wire (.1019" / 2.6mm) ground conductor


# Description Notes

(green insulated wire with at least1 yellow stripe)

Related topics:Space checklist on page 116Environmental checklist on page 117Modem line checklist on page 135Network checklist on page 136File transfer checklist on page 137Administrator console checklist on page 138Supervisor workstation checklist on page 139Agent workstation checklist on page 140Printer checklist on page 141Internet Monitor checklist on page 142

Space checklist

# Description Notes

1 Allow a total of 33.81 cubic ft. (0.97cubic m.), per cabinet.

Physical cabinet size: (H x W x D)4.7 ft x 2.16 ft x 3.33 ft (1.42 m x0.66 m x 1.04 m)

2 Reserve at least 3 ft (0.92 m) ofworkspace at front and back of thecabinet to allow the doors to openfully.

3 Reserve at least 2.34 ft (0.75 m)along each side of the cabinet toallow proper ventilation.

4 Locate one 4 ft. X 2 ft. (1.3 m. x 0.6m.) or larger table that will support50 lbs (18.65 kg), located no morethan 8 ft. (2.66 m) from thecabinet.

This table will support theAdministrator console(s). TheAdministrator console cableextends from the cabinetapproximately 10 ft (3.3 m).

5 Tile or concrete floors arepreferred in computer room.Raised floors must support 550lbs. (250 kg) per system cabinet. If

Component hardware checklists


# Description Notes

static free floor is not available,provide static mat.

Related topics:Electrical checklist on page 115Environmental checklist on page 117Modem line checklist on page 135Network checklist on page 136File transfer checklist on page 137Administrator console checklist on page 138Supervisor workstation checklist on page 139Agent workstation checklist on page 140Printer checklist on page 141Internet Monitor checklist on page 142

Environmental checklist

Electrostatic alert:Prepare cabinet location to meet these environmental requirements to avoid componentfailure due to temperature, moisture, static, and air quality.

# Description Notes

1 Maintain the temperature between45 and 80 degrees F (7 to 26º C).Ideal temperature is between 65and 75 degrees F.

Caution:Temperature must bemaintained in this range at alltimes. The system produces upto 5500 BTUs of heat per hour.In a small room lacking airconditioning, this heat can raisethe temperature above theoperating limits of the system.

2 Maintain the humidity between 8%and 80% non-condensing.

3 The system cabinet at least 5 ft.(1.7 m.) away from any airconditioning or heating ducts.

Environmental checklist


# Description Notes

4 The system is away from directsunlight.

5 The system cabinet is not underan overhead sprinkler or in anarea near water (such as a dampbasement).

Important:If sprinkler placement cannot bechanged, Avaya's warranty islimited.

Related topics:Electrical checklist on page 115Space checklist on page 116Modem line checklist on page 135Network checklist on page 136File transfer checklist on page 137Administrator console checklist on page 138Supervisor workstation checklist on page 139Agent workstation checklist on page 140Printer checklist on page 141Internet Monitor checklist on page 142

Phone line configuration and cabling checklists

T1 digital line assignmentThe table below illustrates the T1 utilization. Each T1 will use 24 channels) for your system,please review it carefully for discrepancies.

ID Channels Line Type

1 # - # Outbound calls via PBX or PSTN (signaling type)

2 # - # Overflow inbound calls via PBX or PSTN (signaling type)

3 # - # Call transfer via PBX or PSTN (signaling type)

4 # - # Agent headset connection via PBX or PSTN (signalingtype)

# - # Channels remain unused



Tip:Label and number each cable with its circuit ID, cable assignment, sequence of lines, andfunction. For example: #1/01-24Out, #2/25-48Inb, #3/1-12Trans, #4/1-24Head.

Related topics:ISDN-PRI digital line requirements on page 119T1 digital line configuration and cabling on page 121Analog line assignment on page 123Analog line configuration and cabling on page 123E1 digital line assignments on page 125E1 digital line configuration and cabling on page 126Inbound phone lines on page 127Outbound phone lines on page 129Call transfer phone lines on page 131Headsets checklist on page 132

ISDN-PRI digital line requirementsNorth American ISDN requirements

1. Proactive Contact can support the custom (N1) protocol for your switch or thenational (N2) ISDN protocol.

2. ISDN circuit must use the E.164/E.163 ISDN/Telephony numbering plan.3. If your are not using NFAS (Non Facility Associated Signaling), each ISDN circuit

must have its own D-Channel on channel 24.4. If the outbound circuits go from the Proactive Contact directly to the central office

(CO), the digital switch is configured as the user side, the CO must be configuredfor network mode.

If the outbound circuits go from the Proactive Contact through your PBX, the systemwill be configured as the network side and the customer PBX should be configuredas the user side

5. ISDN signaling uses ESF format, B8 zero substitution (B8ZS), clear channelsignaling.

Additional NFAS requirements

1. The switches to which Proactive Contact system can interface with NFAS are:

• DMS CO's (DMS100, DMS250, DMS500, and so on)• 5ESS• 4ESS

2. If using NFAS, you will need two ISDN/PRI spans (primary and backup) with D-Channel per NFAS group.



3. For NFAS implementations , the group should be limited to 192 ports (8 T1 spans),including the primary and backup ISDN/PRI spans.

4. Inbound and outbound lines must be in separate NFAS groups.5. All the T1 spans, except the two D-Channel spans, should be ordered as ISDN T1

without D-Channel.6. If the ISDN T1 spans go to different COs, then the configuration will require two

ISDN spans with D-Channel for each different CO.

Central Office (CO) Switch RequirementsRequest the ISDN carrier to activate the CO feature for the trunk groups which will connect tothe Proactive Contact System called "B-channel Availability". This feature is usually activated,but for some COs, it must be requested.

5ESS CO Switch "B-channel Availability" must be activated. The default setting is No. So,this must be changed.

DMS CO Switch "B-chan Serve" - default setting is Yes. Verify this for your site.Seimens COSwitch

"B-channel Availability" default is off. On the CO switch screen, have theCO Translations technician go to "Edit Access", then configure theparameter ILNATT=BCHAVS.

Using ISDN on Meridian (Nortel) PBXWhen a customer's Meridian (Nortel) PBX receives it's inbound calls via ISDN, the inboundlines to the system cannot be E&M. The Meridian can not change an ISDN call to a non-ISDN call using a trunk interface like E&M.

Use one of the following solutions:

• Lineside T1 (loop start signaling) or analog loop start lines between the Meridian andProactive Contact, configured in an ACD group on the Meridian.

- Option 125 is required on the Meridian.- No ANI/DNIS digits can be passed.

• Use ISDN from the Meridian to the Proactive Contact system.

- The circuit has to be configured using #5ESS protocol on both Avaya PC 4.0(network end) and the Meridian PBX (user end).

- ANI and DNIS digits are available.

Related topics:T1 digital line assignment on page 118T1 digital line configuration and cabling on page 121Analog line assignment on page 123Analog line configuration and cabling on page 123E1 digital line assignments on page 125E1 digital line configuration and cabling on page 126Inbound phone lines on page 127Outbound phone lines on page 129Call transfer phone lines on page 131



Headsets checklist on page 132

T1 digital line configuration and cabling

Tip:Avoid delays in your installation by completing the cabling one week prior to the installationengineer's arrival. If you have questions about the cabling, call your project manager asquestions arise, rather than wait for the installation to begin. If you have a contractorconstruct the cables, arrange for the contractor to be available during the installation of theProactive Contact System to handle any unexpected cabling problems

# Description Notes

1 For (all, or outbound, and/orinbound, and/or headset and/ortransfer) T1s must be configuredas (signaling type):

• Superframe• D4 channelized• Robbed-bit signaling• Alternate Mark Inversion

(AMI) or ExtendedSuperframe (ESF) format

• B8ZS

And/or

2 For (all, or outbound, and/orinbound, and/or headset and/ortransfer) T1s must be configuredas ISDN or ISDN/NFAS:

• ESF format• B8ZS• Clear channel signaling

3 Provide a Channel Service Unit(CSU) for each T1.

A CSU is required for circuitsgoing directly to the central office(CO), and recommended forcircuits going to your PBX. Providecable for each T1 from the CSU tothe system.

4 Cat5e (4 pair 8 wire Ethernet)4-wire (minimum) shielded,twisted pair, 26 gauge (0.129 sq-

Primary cable solutionAlternate cable solution



# Description Notes

mm) or larger, Teflon or PVCcoated

5 Maximum cable length 655 ft.(199.6 m).

6 Terminate as MALE DB-15(straight) connector at the system.The system is not compatible withcabling terminated with a 90-degree cable hood.

7 Leave at least 10-ft. (3 m.) of slackat the system.

8 Primary connector. 8-pin modularconnectorAlternative connector. DB-15 pinconfiguration: 1 (tip), 9 (ring) fortransmit; 3 (tip), 11 (ring) forreceive as noted below.

• Transmit Tip, Pin #1 toReceive Tip, Pin # ___

• Transmit Ring, Pin #9 toReceive Ring, Pin #___

• Receive Tip, Pin #3 fromTransfit Tip, Pin #___

• Receive Ring, Pin #11from Transmit Ring, Pin#___

Primary connector. See T1 twistedpair I/O module on page 51 forpinouts.Alternative connector.

Important:Proactive Contact T1s are DTEdevices. Ensure pins areconfigured to connect properlyto transfer and receive correctly.

Related topics:T1 digital line assignment on page 118ISDN-PRI digital line requirements on page 119Analog line assignment on page 123Analog line configuration and cabling on page 123E1 digital line assignments on page 125E1 digital line configuration and cabling on page 126Inbound phone lines on page 127Outbound phone lines on page 129Call transfer phone lines on page 131Headsets checklist on page 132



Analog line assignmentThe table below illustrates the phone cable utilization. Please review it carefully fordiscrepancies.


1 # - # Outbound calls via PBX or PSTN (signaling type)





Tip:Label and number each cable with its circuit ID, cable assignment, sequence of lines, andfunction. For example: #1/01-24Out, #2/25-48Inb, #3/1-12Trans, #4/1-24Head.

Related topics:T1 digital line assignment on page 118ISDN-PRI digital line requirements on page 119T1 digital line configuration and cabling on page 121Analog line configuration and cabling on page 123E1 digital line assignments on page 125E1 digital line configuration and cabling on page 126Inbound phone lines on page 127Outbound phone lines on page 129Call transfer phone lines on page 131Headsets checklist on page 132

Analog line configuration and cabling

# Description Notes

1 Provide cables from the system toa punch down block at thedistribution panel



# Description Notes

2 Provide one cable for every 24 (2-wire) lines (outbound, inbound,transfer, network-attachedheadset) or for every 12 (4-wire)lines (direct-attached headset)

3 Cable type is shielded, 25-twistedpair Telco, 26 gauge or larger

4 Terminate the system end of eachcable with male, 50-pin, 90 degreeAmphenol connectors

• If 2-wire cabling, connectone pair of wires for eachline

• If 4-wire cabling, connecttwo pair of wires for eachline (direct-attachedheadsets only)

5 Use an RJ21X (4-wire, 4-row,connectorized) punch down blockfor termination of analog lines atdistribution panel

6 Maximum length from punch blockto the system is 150 ft (46.15 m)

7 Please leave at least 9 ft (3 m) ofslack for each cable terminating atthe system


• Local area network (LAN) for connecting to agent and supervisor workstations• Agent workstations (customer provided) and Supervisor console (customer provided


Related topics:T1 digital line assignment on page 118ISDN-PRI digital line requirements on page 119T1 digital line configuration and cabling on page 121Analog line assignment on page 123E1 digital line assignments on page 125E1 digital line configuration and cabling on page 126Inbound phone lines on page 127Outbound phone lines on page 129Call transfer phone lines on page 131



Headsets checklist on page 132

E1 digital line assignmentsThe table below illustrates the E1 utilization (each E1 uses 30 channels). Please review itcarefully for discrepancies.


1 2-16, 18-32 Outbound calls via PBX or PSTN (signaling type)





Available E1 Calling Circuits are:

• ISDN - DPNSS• ISDN - DASS2 (UK only)• CAS with MFCR2• CAS with DTMF• ISDN - NET5 signaling

Of the 32 channels on an E1, channels 1 and 17 on each E1 are reserved for signaling.

Note:Please label and number each cable pair (Transmit and Receive) with it's cable assignment,sequence of lines, and function. For example: #1/01-30Out, #2/31-60Out, #5/1-30Head.

Related topics:T1 digital line assignment on page 118ISDN-PRI digital line requirements on page 119T1 digital line configuration and cabling on page 121Analog line assignment on page 123Analog line configuration and cabling on page 123E1 digital line configuration and cabling on page 126Inbound phone lines on page 127Outbound phone lines on page 129Call transfer phone lines on page 131Headsets checklist on page 132



E1 digital line configuration and cabling

Tip:Avoid delays in your installation by completing the cabling one week prior to the installationengineer's arrival. If you have questions about the cabling, call your project manager asquestions arise, rather than wait for the installation to begin. If you have a contractorconstruct the cables, arrange for the contractor to be available during the installation of theProactive Contact System to handle any unexpected cabling problems

# Description Notes

1 Install a total of (# E1) E1 cables,with 1 Receive (Rx) and 1Transmit (Tx), for each 30telephone lines between thesystem and an NTP/NE1 oranother PBX at the distributionpanel.

2 Leave 3m of slack on each cableterminating at the system cabinet.

3 Clearly label each E1 cable pair(50 meter maximum run length).

• Label outbound E1cables Outbound andindicate Rx and Tx at theappropriate ends of thecable

• Label agent voice E1cables with the voiceconnection type andagent location

4 For 75 ohm E1 circuits, cablesshould be coaxial with BNCconnectors.

5 Primary connection. For 120 ohmE1 circuits, cables should be 4-wire, shielded, twisted-pair with 8-pin modular connectorsAlterative connection. For 120ohm E1 circuits, cables should be4-wire, shielded, twisted-pair withDB15 connectors.



Note:See E1 connection specifications on page 59 for additional information on digital cablingspecifications.

Related topics:T1 digital line assignment on page 118ISDN-PRI digital line requirements on page 119T1 digital line configuration and cabling on page 121Analog line assignment on page 123Analog line configuration and cabling on page 123E1 digital line assignments on page 125Inbound phone lines on page 127Outbound phone lines on page 129Call transfer phone lines on page 131Headsets checklist on page 132

Inbound phone linesThe following checklists provide inbound phone line configuration information for digital oranalog line types.

Digital inbound phone line checklist

# Description Notes

1 Provide ___ inbound-dedicatedchannels for receiving inboundcalls

2 Inbound lines should beconfigured as hunt group on PBXor PSTN.

A cyclic hunt type of Round Robinor Least Used is recommended onthe hunt group.

3 If switch type is Meridian, inboundlines can be configured as E&MWinkstart or Loopstart (lineside T).

4 If switch type is Meridian and lineside T1s (Loopstart) are used,Option 125 for the Meridian mustbe purchased.

5 If switch type is Avaya G3,inbound lines must be configuredas Loopstart.



# Description Notes

6 The system will busy out allinbound lines until an agent logsonto a blend or inbound job,therefore, PBX or PSTNconfiguration for off-hours callhandling should be arranged.

Analog inbound phone line checklist

# Description Notes

1 Provide ___ inbound-dedicatedchannels for receiving inboundcalls.

2 Install a total of (# Inbbound/24)25-pair cables for inbound calls tobe routed to the agent via thesystem.

3 Configure analog inbound lines asLoop Start or Ground Start.

4 Inbound lines should beconfigured as hunt group on (PBXor PSTN).

A cyclic hunt type of Round Robinor Least Used is recommended onthe hunt group.

5 Provide login and logoutsequence to the Avaya ProjectManager if PBX or PSTN does notsupport auto logon feature forACD Agents.

6 The system will busy out allinbound lines until an agent logsonto blend or inbound job,therefore, PBX or PSTNconfiguration for off-hours callhandling should be arranged.

Note:See T1 connection specifications on page 49 for more information.

Related topics:T1 digital line assignment on page 118ISDN-PRI digital line requirements on page 119



T1 digital line configuration and cabling on page 121Analog line assignment on page 123Analog line configuration and cabling on page 123E1 digital line assignments on page 125E1 digital line configuration and cabling on page 126Outbound phone lines on page 129Call transfer phone lines on page 131Headsets checklist on page 132

Outbound phone linesThe following checklists provide outbound phone line configuration information for digital oranalog line types.

Important:Unless the outbound lines you purchase from your carrier are configured to allow toll-freedialing, Proactive Contact will not be able to dial toll-free numbers during outboundcampaigns. To dial toll-free numbers using Proactive Contact, order service such as AT&TDigital Link (ADL) on your outbound lines. Please contact your long distance carrier for moreinformation

Digital outbound phone lines

# Description Notes

1 Provide ___ outbound-dedicatedchannels for outbound calling

2 Provide sufficient capacity fromPBX or PSTN if new or additionallines are being installed.

Note:Outbound calling volume maybe disrupted if there are notenough outbound lines toaccommodate dialing speed.

3 Does not allow transfer to occurbetween two agents that are bothlogged on to the system.

4 If switch type is Avaya G3 and theANI Outpulse feature is beingused, the outbound lines through



# Description Notes

the G3 must be configured asISDN.

Analog outbound phone lines

# Description Notes

1 Provide ___ outbound-dedicatedchannels for outbound calling

2 Install a total of (# Outbound/24)25-pair cables for use by thesystem to place outbound calls tocustomers

3 Configure analog outbound linesas Loop Start or Ground Start. (IfLoop Start is used and the switchtype is Meridian, Option 125 mustbe purchased.)

4 Provide sufficient capacity from(PBX or PSTN) if new or additionallines are being installed (outboundcalling volume may be disrupted ifthe system is line-starved)

5 Does not allow transfer to occurbetween two agents that are bothlogged on to the system

6 If switch type is Avaya G3 and theANI Outpulse feature is beingused, the outbound lines throughthe G3 must be configured asISDN.


Related topics:T1 digital line assignment on page 118ISDN-PRI digital line requirements on page 119T1 digital line configuration and cabling on page 121Analog line assignment on page 123Analog line configuration and cabling on page 123



E1 digital line assignments on page 125E1 digital line configuration and cabling on page 126Inbound phone lines on page 127Call transfer phone lines on page 131Headsets checklist on page 132

Call transfer phone linesDigital call transfer phone line checklist

# Description Notes

1 Provide a total of ___ transfer-dedicated channels for calltransferring via the system

2 Configure transfer trunks as E&MWinkstart or Ground start

3 Does not allow transfer betweenagents that are both logged on tothe system

Or, provide for call transferring via hookflash functionality.

4 Configure both outbound andinbound lines as Loopstart withHookflash transfer functionality

5 Verify hookflash configured as 500millisecond duration at (PBX orPSTN)

Analog call transfer phone line checklist

# Description Notes

1 Configure both outbound andinbound lines as Loopstart withHookflash transfer functionality

2 Verify hookflash configured as 500millisecond duration at PBX orPSTN

Or, provide a total of ___ transfer/24-dedicated lines for call transferring via PBXor PSTN.



# Description Notes

3 Order or install ___ transfer/24cables for use by agents totransfer either inbound oroutbound calls

4 Verify hookflash configured as 500millisecond duration at PBX orPSTN


Important:If you are not using transfer trunks and transfer functionality is desired, outbound andinbound lines must be configured for hookflash transfer.

Related topics:T1 digital line assignment on page 118ISDN-PRI digital line requirements on page 119T1 digital line configuration and cabling on page 121Analog line assignment on page 123Analog line configuration and cabling on page 123E1 digital line assignments on page 125E1 digital line configuration and cabling on page 126Inbound phone lines on page 127Outbound phone lines on page 129Headsets checklist on page 132

Headsets checklistDigital network-attached headsets

# Description Notes

1 Provide ___ headset-dedicatedchannels for headset lines fromPBX to the system

2 Headset connections are tie line/tie trunks to the PBX. Theseagents will not be logged in to an



# Description Notes

ACD queue during participation inblend campaigns.

3 An agent line will be offhook(nailed-up) to the PBX while theagent is logged on to the system.The system uses the T1 agentheadset tie lines to establish thisconnection.

Note:See Blending and ACDs on page 82 for more information.

Analog network-attached headsets

# Description Notes

1 Provide ___ headset-dedicatedchannels for headset lines fromPBX to the system

2 Provide a total of ___ headset/24, 25-pair, twisted cables forheadset connections forsupervisor and calling agents tohandle outbound and inboundcalling

3 An agent line will be offhook(nailed-up) to the PBX while theagent is logged on to the system.The system uses the T1 agentheadset tie lines to establish thisconnection.



Note:OLIC headset connections are not supported in the PG230 (stand alone) or CTI deploymentoptions. (They are approved for use on PG230RM.)

Analog direct-attached headsets

# Description Notes

1 Provide ___ headset-dedicatedheadset lines through thedistribution panel to the system.

2 Provide cabling from thedistribution panel to each agentworkstation location.

3 Cable type is shielded, 25-twistedpair Telco, 26 gauge or larger.

4 Provide one cable for every 12headset lines.

5 Label each cable with: Port, voiceconnection type, and agentlocation.

6 Terminate each cable with male,50-pin, 90 degree Amphenolconnector at distribution panel.Terminate at headset withappropriate connector basedupon model selected.

7 Use 4-wire cabling, connectingtwo pair of wires for each headsetline.

8 Use of RJ21X (4-wire, 4-row,connectorized) punch down blockfor termination of analog lines atdistribution panel.

9 Cables running from thedistribution panel to the agentheadsets are hardwired directly into the punch down block at thedistribution panel.

10 Maximum cable length from thesystem to any headset locationmay not exceed 3000-ft. (900 m).



# Description Notes

11 Leave at least 9-ft. (3m) of slackfor each cable terminating at thesystem.

Related topics:T1 digital line assignment on page 118ISDN-PRI digital line requirements on page 119T1 digital line configuration and cabling on page 121Analog line assignment on page 123Analog line configuration and cabling on page 123E1 digital line assignments on page 125E1 digital line configuration and cabling on page 126Inbound phone lines on page 127Outbound phone lines on page 129Call transfer phone lines on page 131

Modem line checklistProvide the following dedicated modem lines for the system and components. All modem linesmust be installed prior to the site preparation due date.

# Description Notes

1 1 modem line terminated at theProactive Contact cabinetlocation.

This modem line serves as theprimary point of entry forsupporting your system.

2 1 modem line terminated at eachSupervisor workstation location.

3 1 modem line terminated at aselected workstation for PC AgentDesktop Cut & Pastedevelopment/testing.

This modem line will be utilizedduring development and can bedisconnected upon projectcompletion.

4 All modem lines should bestandard analog Direct InwardDial (DID), capable of two-waycalling and long-distance dialingoutbound such as a POTS line.

Modem line checklist


# Description Notes

5 Modem lines should be configuredwithout any PBX features such ascall waiting.

6 There is at least 10 ft of slack cableand a MALE RJ-11 termination ateach device location.

Related topics:Electrical checklist on page 115Space checklist on page 116Environmental checklist on page 117Network checklist on page 136File transfer checklist on page 137Administrator console checklist on page 138Supervisor workstation checklist on page 139Agent workstation checklist on page 140Printer checklist on page 141Internet Monitor checklist on page 142

Network checklistAvaya provides a PCI Ethernet card with 10/100 Mbps auto-detect network connection. Youneed to provide a network connection at the system terminated as a male UTP (RJ-45).

# Description Notes

1 1 static IP Address for the CPU,which must be configured on yournetwork and routing table, ifapplicable.

2 Supply a default router address ifthe system needs to communicatewith any network node not on thesame subnet.

The system components must beon the same subnet as the defaultrouter. Provide the subnet mask toyour Avaya Project Manager.

3 Assign IP addresses for:• Supervisor(s)• Network printer

If these IP addresses are dynamic(DHCP), provide the DNS namefor each machine to your AvayaProject Manager.



# Description Notes

4 Provide the network DomainName (if applicable).

5 Provide the DNS server name andIP address (If applicable).

Note:For more information, see Data transfers on page 38.

Related topics:Electrical checklist on page 115Space checklist on page 116Environmental checklist on page 117Modem line checklist on page 135File transfer checklist on page 137Administrator console checklist on page 138Supervisor workstation checklist on page 139Agent workstation checklist on page 140Printer checklist on page 141Internet Monitor checklist on page 142

File transfer checklistThe file transfer method is host initiated SFTP using TCP/IP. Further details will be identifiedwith the Avaya Project Manager.

# Description Notes

1 Each file uploaded anddownloaded requires a uniquefilename.

Naming convention for downloadfiles are:

• rcvfile1.raw• rcvfile2.raw, etc.

Naming convention for uploadfiles are:

• xmtfile1.xfr• xmtfile2.xfr, etc.

2 Download file transfer will beinitiated by (customer name or

File transfer checklist


# Description Notes

Avaya ) and will be scheduled fordays and hours as specified byyour Host contact.

3 Upload File Transfer (if applicable)will be initiated by (customer nameor Avaya) and will be scheduledfor days and hours as specified byyour Host contact.

Note:For more information, see Data transfers on page 38.

Related topics:Electrical checklist on page 115Space checklist on page 116Environmental checklist on page 117Modem line checklist on page 135Network checklist on page 136Administrator console checklist on page 138Supervisor workstation checklist on page 139Agent workstation checklist on page 140Printer checklist on page 141Internet Monitor checklist on page 142

Administrator console checklist

# Description Notes

1 The Administrator console is adedicated PC.

The PC that must meet theminimum Administrator consolerequirements. See Administratorconsole (customer provided oroptionally purchased from Avaya)specifications on page 111.

2 The Administrator console islocated according to therequirements.

See Administrator console(customer provided or optionallypurchased from Avaya)



# Description Notes

specifications on page 111 for therequirements.

3 If the Administrator console andthe printer are on the same table,the positioning guidelines areobserved:

See Administrator console(customer provided or optionallypurchased from Avaya)specifications on page 111 for theguidelines.

4 The PC must have an availableRS-232 serial port for connectionto the remote access hardware.

Avaya supplies a 15 foot RS232serial cable terminating in a DB9connector.An alternative is to use anavailable USB port in conjunctionwith a USB to Serial Adapter. Youmust be provided with the cablingfor either solution.

5 IP addresses are assigned for:• Administrator console• Network printer

Related topics:Electrical checklist on page 115Space checklist on page 116Environmental checklist on page 117Modem line checklist on page 135Network checklist on page 136File transfer checklist on page 137Supervisor workstation checklist on page 139Agent workstation checklist on page 140Printer checklist on page 141Internet Monitor checklist on page 142

Supervisor workstation checklistIdentify and dedicate workstation facilities for each Supervisor application license purchased.Location of the Supervisor workstation varies based upon your organizational requirements.Avaya will provide the Proactive Contact Supervisor software. Please provide a PC that meetsthe minimum Supervisor workstation requirements. See Supervisor workstations (customerprovided) specifications on page 111.

Supervisor workstation checklist


# Description Notes

1 Supervisor can be assigned aStatic or Dynamic (DHCP) IPaddress. Provide the DNS nameto your Avaya Project Manager.

2 Verify network connectivity fromSupervisor address to the systemand to network printer.

3 Assign IP addresses for networkprinter.

If the IP addresses is dynamic(DHCP), provide the DNS namefor each machine to your AvayaProject Manager.

Related topics:Electrical checklist on page 115Space checklist on page 116Environmental checklist on page 117Modem line checklist on page 135Network checklist on page 136File transfer checklist on page 137Administrator console checklist on page 138Agent workstation checklist on page 140Printer checklist on page 141Internet Monitor checklist on page 142

Agent workstation checklist

# Description Notes

1 Provide ___ network Agentworkstations.

See Agent workstations(customer provided)specifications on page 112 for PCspecifications.

2 Agent workstation PCs arenetwork-connected to the system

3 Agent PC operating system:__________________________

4 Provide PC Agent Desktop



# Description Notes

5 If using Proactive Contact AgentAPI application, ensure that thehost emulation session supportsDDE.

Related topics:Electrical checklist on page 115Space checklist on page 116Environmental checklist on page 117Modem line checklist on page 135Network checklist on page 136File transfer checklist on page 137Administrator console checklist on page 138Supervisor workstation checklist on page 139Printer checklist on page 141Internet Monitor checklist on page 142

Printer checklistThe system requires at least one network printer for printing reports.

# Description Notes

1 Please purchase a laser printerthat has either an internal orexternal HP Jet Direct Card.

This printer must be able tocommunicate PCL 6, which isHP's Printer Control Languageversion 6.0.

2 The printer must have networkaccess via TCP/IP. Please provideeither the static IP address or DNSname to be entered into the Avayahosts table.

Please provide either the static IPaddress or DNS name to beentered into the Avaya hosts table.

Related topics:Electrical checklist on page 115Space checklist on page 116Environmental checklist on page 117Modem line checklist on page 135Network checklist on page 136File transfer checklist on page 137

Printer checklist


Administrator console checklist on page 138Supervisor workstation checklist on page 139Agent workstation checklist on page 140Internet Monitor checklist on page 142

Internet Monitor checklist

# Description Notes

1 Allocate 4 MB disk space oncorporate web server.

Disk space varies depending onsystem usage i.e. 10 jobs and 168agents = 4 MB of disk space.

2 Confirm web server supports NFSand long file names.

3 Provide the Web Server's IPaddress.

4 Browsers used to connect toInternet Monitor must beNetscape 2.0 or later or MicrosoftIE 3.0 or later.

5 Verify Web Server has a DVD-ROM to load Internet Monitorsoftware.

6 Internet Monitor transfers approx.40 KB of data from the system toweb server every 15 seconds.

7 Create a home directory on yourweb server for the Internet MonitorHTML files.

8 Provide the pathname to theabove directory to your AvayaProject Manager.

9 Verify that the home directory hasglobal read/write/executeprivileges.

10 Export the home directory to allowthe system to NFS mount it.



Related topics:Electrical checklist on page 115Space checklist on page 116Environmental checklist on page 117Modem line checklist on page 135Network checklist on page 136File transfer checklist on page 137Administrator console checklist on page 138Supervisor workstation checklist on page 139Agent workstation checklist on page 140Printer checklist on page 141

Cut and paste checklistThe following table list the items required to have Avaya create a cut and paste solution to yourhost.

# Description Notes

1 Provide the host emulationsoftware name (for example,Reflections) and the hostemulation software type (forexample, VT100 or 3270).

2 Identify one Agent workstation foruse by Avaya in the developmentand testing of your desktop Cutand Paste solution.

Avaya recommends selection of aworkstation, which will bereassigned upon completion ofyour new system installation.

3 Workstation hardware/softwaremust be installed and configuredat least two weeks prior to thescheduled installation date, orearlier based on custom solutionrequirements.

4 Workstation must be configuredwith full production functionality,and associated Agent headsettelephone facility.

5 Verify installation of analog, DIDmodem line to this workstationlocation.

Cut and paste checklist


# Description Notes

6 Provide this modem number,along with a Host login andpassword.

A temporary login and passwordcan be provided for securityreasons.

7 Install Symantec PC Anywhere,version 10.x or above

8 Provide a production telephone foruse during the development/testing period

9 Allocate one resource person perorganization, each with Hostfamiliarity, for development workwith Avaya resource (resourceusually required for 4 hours totalper cut and paste solution).



Chapter 6: PG230RM special componenthardware checklists

Proactive Contact System CPU and related hardwarechecklist

You must provide a Hewlett Packard Proliant DL385 G5 CPU to run the Proactive Contactsystem software. This CPU has the following specifications:

This CPU has the following specifications:

SpecificationCategory

Description Specification

Dimensions 3.38 x 17.54 x 26.01 in (8.59 x 44.54 x66.07 cm)

Weight Maximum (all harddrives, powersupplies, andprocessorsinstalled)

60 lb (27.22 kg)

Minimum (onehard drive, powersupply, andprocessorinstalled)

47.18 lb (20.41 kg

Inputrequirements

Rated LineVoltage

100 VAC, 120VAC200-240 VAC

Rated InputCurrent

10A (at 100 VAC)9A (at 120 VAC)6.1A (at 200 VAC)

Rated InputFrequency

50 to 60 Hz

Rated Input Power 980W (at 100 VAC)1035W (at 120 VAC)1170 W (at 240 VAC)




BTU rating BTU/HR 3350 BTU/hr (at 100 VAC)3530 BTU/hr (at 120 VAC)3990 BTU/hr (at 240 VAC)

Powerspecifications

To review typical system power ratings use the ActiveAnswers Power Calculator which is available via the onlinetool located at http://h30099.www3.hp.com/configurator/calc/Power%20Calculator%20Catalog.xls

• Click on the Server of interest, for instance DL385G5

• Follow the instructions of the next screens.Additional power requirements exist for the othercomponents. Currently Avaya recommends one additionaldedicated 15 amp circuit for the remaining components. Thecustomer must provide one or more power strips supporting6-8 electrical connections (NEMA5-15) for their components.The power strips will be mounted inside the rack.

Power SupplyOutput Power (perpower supply)

Rated Steady-State Power

800 W (at 100 VAC)850 W (at 120 VAC)1000 W (at 200-240 VAC

Maximum PeakPower

800 W (at 100 VAC)850 W (at 120 VAC)1000 W (at 200-240 VAC

System InletTemperature

Operating 10° to 35°C (50° to 95°F) at sea levelwith an altitude derating of 1.0°C perevery 305 m (1.8°F per every 1000 ft)above sea level to a maximum of 3050m (10,000 ft), no direct sustainedsunlight. Maximum rate of change is10°C/hr (18°F/hr). The upper limit maybe limited by the type and number ofoptions installed. System performancemay be reduced if operating with a fanfault or above 30°C (86°F).

Non-operating -30° to 60°C (-22° to 140°F). Maximumrate of change is 20°C/hr (36°F/hr

Relative Humidity(non-condensing)

Operating 10 to 90% relative humidity (Rh), 28°C(82.4°F) maximum wet bulbtemperature, non-condensing

Non-operating 5 to 95% relative humidity (Rh), 38.7°C(101.7°F) maximum wet bulbtemperature, non-condensing

PG230RM special component hardware checklists


http://h30099.www3.hp.com/configurator/calc/Power%20Calculator%20Catalog.xls

http://h30099.www3.hp.com/configurator/calc/Power%20Calculator%20Catalog.xls



Operating 3050 m (10,000 ft). This value may belimited by the type and number ofoptions installed. Maximum allowablealtitude change rate is 457 m/min (1500ft/min).

Non-operating 9144 m (30,000 ft). Maximum allowablealtitude change rate is 457 m/min (1500ft/min).

Acoustic Noise Listed are the declared A-Weighted sound power levels(LWAd) and declared average bystander position A-Weighted sound pressure levels (LpAm) when the product isoperating in a 23°C ambient environment. Noise emissionswere measured in accordance with ISO 7779 (ECMA 74) anddeclared in accordance with ISO 9296 (ECMA 109).

The minimum configuration should include the following:

• 8 GB RAM• Two 146 GB Hard drives (RAID)• (Optional) Three 146 GB Hard drives (RAID 5)

Additional information is available at: http://h18004.www1.hp.com/products/quickspecs/12565_na/12565_na.html

Related topics:Proactive Contact System related hardware checklists on page 147Electrical checklist on page 149PG230RM space checklist on page 150

Proactive Contact System related hardware checklistsRemote access hardware checklistAvaya Support Services must be able to remotely obtain system console and network access.Such access is traditionally provided by what is known as a secure console server. The secureconsole server must have 4 asynchronous serial ports.

# Description Notes

1 Provide ACCESS SERVER 4PORT LANTRONIX SCS400 Note:

This unit does not have a built inmodem. Secure Console

Proactive Contact System related hardware checklists


http://h18004.www1.hp.com/products/quickspecs/12565_na/12565_na.html

http://h18004.www1.hp.com/products/quickspecs/12565_na/12565_na.html

# Description Notes

Servers leverage your existingIP network or a modemconnection to provide remoteaccess.

2 15FT LANTRONIX-ADM TERMDB9F-DB25M cable

3 15FT LANTRONIX-MODEMDB9F-DB25M cable

4 3FT LANTRONIX-CPU DB9F-DB9F cable

5 4FT LANTRONIX-SWITCH DB9F-DB25M cable

6 Standard Network and Serialcables are provided with theLantronix SCS400

For additional information, go to: http://www.lantronix.com/pdf/SCS100-200-400_UG.pdf

Ethernet switch checklist

# Description Notes

1 Provide an Ethernet switch thatsupports 10 Mbit half-duplex (4ports minimum) to support thenetwork interface between theworkstation, the PG230RM andthe remote access server. ThisEthernet switch is fully dedicatedto the system and will be installed

Avaya recommends the HewlettPackard J4090A Option ABA (8port, 10BaseT)

Note:Do not make networkconnections other than threementioned above: the



http://www.lantronix.com/pdf/SCS100-200-400_UG.pdf

# Description Notes

within the rack the customerprovides.

workstation, the PG230RM andthe remote access server.

Tape device checklist

# Description Notes

1 Provide an external DDS tapedrive for system and applicationbackup

• HP AG428ATape Drivewith USB connector(Required)

• HP StorageWorks DAT 72USB external Tape Drive(Product No: DW027A)

2 Connectivity accomplished via aPCI-based SE-SCSI card

3 Use the following tape: DAT 72(C8010A)

HP DAT 72 data cartridge, 72 GB,170m, one pack

Related topics:Proactive Contact System CPU and related hardware checklist on page 145Electrical checklist on page 149PG230RM space checklist on page 150

Electrical checklistThe PG230RM cabinet is equipped with IEC-320 C14 electrical connectors. Use one separate,dedicated circuit with the appropriate receptacle for the system cabinet. See PG230RM cabinetspecifications on page 103.

# Description Notes

1 Provide a 15 amp circuit with 15amp circuit breaker

2 Provide a power cord: • One Earth-grounded,three-wire, single ordouble outlet within 9 ft. ofthe cabinet.

• North America: Use theprovided 3 prong

Electrical checklist


# Description Notes

grounded, NEMA5-15plug

• Europe, South America,and Japan: Provide theappropriate power cord,locking plug, andreceptacle for theelectrical cord. See Digitalswitch description onpage 105.

3 Provide wire to connect systemchassis to building Earth ground.

Use minimum 10 gauge wire (.1019" / 2.6mm) ground conductor(green insulated wire with at least1 yellow stripe)

Related topics:Proactive Contact System CPU and related hardware checklist on page 145Proactive Contact System related hardware checklists on page 147PG230RM space checklist on page 150

PG230RM space checklistThe PG230RM implementation has no requirements for an enclosure to house all of the othersupport equipment (CPU, modems, access servers, UPS, etc.). You can house some or all ofthe equipment in an enclosure or open rack, but you must comply with the cable length andenvironmental requirements.

# Description Notes

1 Access and entry ways (includingdoors, hallways, stairs, elevators,and lifts) must be at least 43inches x 36 inches x 32 inches toaccommodate the crated systemcabinet

2 Allow for the appropriate cabinetspace:

(H x W x D) 28 in x 17.5 in x 25.5in (0.71 m x 0.44 m x 0.65 m)

3 Reserve at least 3 ft (0.92 m) ofworkspace at front and back of thecabinet to allow the doors to openfully.



# Description Notes

4 Provide proper ventilation: Ensure that the ventilation slots oneach side of the cabinet are notblocked, and adequate airflow isalso provided. Typical rackspacing will ensure adequateairflow.

5 Minimum of 5 feet (1.5 meters)from air-conditioning or heatingducts

6 Locate one 4 ft. X 2 ft. (1.3 m. x 0.6m.) or larger table that will support50 lbs (18.65 kg), located no morethan 8 ft. (2.66 m) from thecabinet.

7 Tile or concrete floors arepreferred in computer room. Ifstatic free floor is not available,provide static mat.

Rack must support 135 lbs (62 kg)for each cabinet and can be a twoor four rail rack (see detailsbelow):

• The bare enclosure (withrack mount ears installed,front door removed andno switch cards oradapter modules/cables)with a non-redundantpower supply weighs 70lbs.

• The bare enclosure(same as above) with aredundant power supplyweighs 85 lbs.

• The front door weighs 6lbs and has lift-off hinges,so this is easy to remove(and must be removed)before installation.

• If switch cards andadapter modules/cablesare left in the enclosure,the weight will increase.Most switch cards are 1.7lbs, so a system with eightQuad-T1 cards and theother standard cards(ENBC, two LPVC2s, twoDSP2s) adds 22 lbs to the

PG230RM space checklist


# Description Notes

total weight. Adaptermodules and cables addanother 6 lbs. Totalweight of the system witha non-redundant powersupply (with the frontdoor) is 104 lbs.

• Four installation guidepins are provided to makeinstallation easier. Youcan lift the enclosure andslide it over the pins tohold it until the rack mountscrews are installed.Then remove the guidepins and replace withnormal screws.

Related topics:Proactive Contact System CPU and related hardware checklist on page 145Proactive Contact System related hardware checklists on page 147Electrical checklist on page 149



Chapter 7: Agent Blending switchchecklists

Communication Manager integration checklistThe Proactive Contact system receives inbound call information from the CommunicationManager's ACD via your network. Ensure that the following items are configured on yourCommunication Manager system:

# Description Notes

1 Verify that CommunicationManager is version 3.0 or later.

Application Enablement Services(AES) does not support earlierversions of CommunicationManager.

2 Set up an AES or verify that oneexists that can be used.

See the AES documentation tosetup and configure the AES.

3 Obtain licenses to use AES.

4 Set up an unrestrictive CTI User onAES and provide this login andpassword for Agent Blending.

5 Provide the IP address of the AESserver.

6 Define and provide all VDNs thatProactive Contact will be requiredto monitor.

At a minimum provide an inboundand acquisition VDN.

7 Define and provide phantomextensions (CTI dialer only).

8 Define and provide an AUX-WORK code (Reasoncode) (CTIdialer only - optional)


Proactive Contact with CTI integration checklistThe Proactive Contact system receives inbound call information from the CommunicationManager's ACD via your network. Ensure that the following items are configured on yourProactive Contact with CTI system:

# Description Notes

1 Verify that CommunicationManager is version 3.0 or later.

Application Enablement Services(AES) does not support earlierversions of CommunicationManager.

2 Set up an AES or verify that oneexists that can be used.

See the AES documentation tosetup and configure the AES.

3 Obtain licenses to use AES.

4 Set up an unrestrictive CTI User onAES and provide this login andpassword for Agent Blending.

5 Provide the IP address of the AESserver.

6 Provide a TLINK You must configure the link in AES

7 Define and provide all VDNs thatwill be required to make predictiveoutbound calls.

8 Define and record voice messagesthat will be required by ProactiveContact with CTI.

9 Provide extensions for ProactiveContact to access the voicemessages.

ASPECT CallCenter 6.0 integration checklistProvide a brief introduction with the purpose of the worksheet and, if appropriate, the type ofuser who should gather, record, and use the information.

Agent Blending switch checklists


# Description Notes

1 Obtain licenses and installASPECT CallCenter optionalsoftware packages:

• Application Bridge• Event Bridge

2 Prepare for the connectionbetween your network and theProactive Contact system.

See Network preparation on page29 for details.

3 Communications protocolsupports TCP/IP, standard only.

4 Configure your Bridge/Routertable to allow communicationsfrom Proactive Contact 4.0 to theASPECT CallCenter.

5 Configure your CallCenter toenable event monitoring.

Your ASPECT representative mustcreate a file that acts as a flag orindicator to the Aspect that youwish to allow event monitoring.

Lucent 5ESS with PINNACLE 5E9 integration checklistThe Proactive Contact system receives inbound call information from the PINNACLE MISworkstation via your network. Ensure that the following items are configured on yourPINNACLE system

# Description Notes

1 Configure your Bridge/Routertable to allow communicationsfrom the Proactive Contact systemto the PINNACLE MIS workstation.

• Maximum 600 ft. (185 m)from the MIS workstationto the Proactive Contactsystem cabinet

• Communications protocolsupports TCP/IP standardonly

2 Prepare for the connectionbetween your network and theProactive Contact system.

See Network preparation on page29 for details.

Lucent 5ESS with PINNACLE 5E9 integration checklist


# Description Notes

3 If a firewall is used, CentreVu CTmust reside on the ProactiveContact side of firewall.

4 Configure your ACD to send theappropriate OSPS or BRCSmessages.

Agent Blending switch checklists


Index

Numerics120 Ohm

cable connections ................................................63120 ohm interface

cable requirements ..............................................6275 Ohm .......................................................................60

cable connections ................................................6075 ohm interface

cable:requirements ..............................................59

AAbatement Service Level ...........................................84ACDs ..........................................................................82adaptors .....................................................................50ADJLNK ......................................................................77administrator console

checklist .............................................................138data connectivity .................................................111specifications ......................................................111table placement ..................................................111

Agent API ...................................................................35agent blending ......................................................82, 86

outbound ..............................................................86proactive ..............................................................86

Agent blending ...........................................................82Agent Blending

inbound calling .....................................................86Agent blending setup elements ..................................87agent logins ................................................................89agent states ................................................................77agent voice circuits .....................................................44agent workstation

checklist .............................................................140agent workstations

specifications ......................................................112agents

dial-in ...................................................................44dialback ................................................................44direct connect .......................................................44

analog cablesidentifying .............................................................69installation ............................................................68

analog circuits ............................................................67analog connection

specifications .......................................................67analog direct-connect

headset connection ..............................................71

Analog inbound phone line .......................................127analog line

assignment .........................................................123configuration and cabling ...................................123

ANI .............................................................................46using ....................................................................46

announcement ports ...................................................80ARP;address

resolution protocol ................................................34ARS ............................................................................78ASA ............................................................................83ASPECT CallCenter 6.0

integration checklist ............................................154attaching cables

to distribution panel ..............................................69automatic route selection ...........................................78Avaya PG230RM system cabinet .....................101, 102

environmental specifications ..............................102Avaya Proactive Contact System ...........................7, 97

cabinet .................................................................97Avaya Proactive Contact System with PG230RM

cabinet ...................................................................9Avaya Proactive Contact with CTI

specifications .......................................................95Avaya project team .....................................................18average speed to answer ...........................................83

BBelden ........................................................................59Blending .....................................................................82

Ccabinet

network isolation ..................................................29cable connections .................................................60, 63

120 Ohm ..............................................................63cable identification ......................................................36cable requirements

120 ohm interface ................................................62T1 .........................................................................50

cable:requirements75 ohm interface ..................................................59

cablesattaching to distribution panel ..............................69

call classification .........................................................79call transfer

phone lines .........................................................131


call transfer phone linesworksheet ...........................................................131

caller ID ......................................................................46CD DNS name ............................................................30Centrex service ..........................................................42Centrex station ...........................................................47Channel Service Unit ............................................53, 54Channel Service Units ................................................48checklist ...14, 114–117, 121, 127, 132, 135–143, 145, 147,

150, 153–155administrator console .........................................138agent workstation ...............................................140ASPECT CallCenter 6.0 integration ...................154Communication Manager ...................................153cut and paste ......................................................143electrical .............................................................115environmental .....................................................117file transfer .........................................................137headsets .............................................................132inbound phone lines ...........................................127Internet Monitor ..................................................142Lucent 5ESS with PINNACLE 5E9 integration ....

155modem line .........................................................135network ...............................................................136PG230RM space ................................................150pod ................................................................14, 114printer .................................................................141Proactive Contact CPU related hardware ..........147Proactive Contact System CPU and related

hardware ...............................................145Proactive Contact with CTI integration ...............154space ..................................................................116supervisor workstation .......................................139T1 digital line configuration and cabling .............121

circuitsagent voice ...........................................................44analog ..................................................................67inbound ................................................................45T1 .........................................................................47

CO station ..................................................................47CO trunk .....................................................................47coaxial ........................................................................59code

agent generated ...................................................23system generated ................................................23

Communication Managerintegration checklist ............................................153

completion codes ..................................................13, 23pods .....................................................................13

Computer Telephony Adjunct Links ......................77, 79configuration and cabling

analog line ..........................................................123E1 digital line ......................................................126

connect cables to .......................................................60connection specifications

E1 .........................................................................59connectors ..................................................................50CPU related hardware checklists .............................147CSU .................................................................48, 53, 54

distance to switch .................................................54setting up (T1) ......................................................54T1 .........................................................................54

CTI ........................................................................10, 95specifications .......................................................95

CTI configuration considerations ................................79CTI-Links ....................................................................79customer project team ................................................17cut and paste solution ...............................................143

Ddata LAN connection ..................................................36data transfers .............................................................38deployment options ......................................................7Desired Service Level ................................................84diagnostics

quad E1 coax I/O module connections ................61dial-in agents ..............................................................44dialback agents ..........................................................44dialer DNS name ........................................................30Digital inbound phone line ........................................127digital line ..................................................................119digital switch

description ..........................................................105digital switch power supply .......................................108

description ..........................................................108digital switch subrack ................................................106

cards ..................................................................106description ..........................................................106

direct connect agents .................................................44direct-connect headsets

50 pin Telco pinouts .............................................74cabling ..................................................................72cabling to distribution panel .................................73

distribution panel .............................................42, 66, 69cables to ...............................................................69

DNISusing ....................................................................46

DNS nameCD ........................................................................30network printer .....................................................30

DNS requirements ......................................................30DNS server

IP address ............................................................30domain groups ............................................................89domains ................................................................87, 88

configure ..............................................................88

Index


download record formats ............................................39

E

E&M ............................................................................47E1

circuit usage .........................................................57connection specifications .....................................59ISDN ....................................................................56network equipment ...............................................66telephone circuits .................................................56

E1 cables ....................................................................66E1 circuits

ISDN PRI for ........................................................59E1 digital line

assignments .......................................................125configuration and cabling ...................................126

E1 twisted pairI/O module ......................................................51, 63

ear&mouth ..................................................................47electrical

checklist ..............................................................115system cabinet .....................................................98

elementsagent blending setup ............................................87

ENBC I/O transition module .....................................108environmental

checklist ..............................................................117Ethernet ......................................................................34Ethernet II connection ................................................33Ethernet segments ....................................................110Ethernet switch .........................................................110

F

file transferchecklist .............................................................137worksheet .............................................................40

FXO ............................................................................47FXS ............................................................................47

G

Ground Start FXO ......................................................47Ground Start FXS .......................................................47grounding and power requirements ............................98

H

headsetanalog direct-connect ...........................................71

headset cableslabeling .................................................................74

headsets .............................................................72, 132analog direct-attached ........................................132analog network-attached ....................................132checklist .............................................................132digital network-attached .....................................132

hunt group ..................................................................45

I

I/O cards .....................................................................50I/O module

E1 twisted pair ................................................51, 63ICB

description ............................................................81implementation process .............................................17inbound calling ...........................................................86inbound circuits ..........................................................45inbound phone linest

checklist .............................................................127inbound trunks ............................................................45installation

analog cables .......................................................68installation process .....................................................27Intelligent call blending ...............................................81Internet Monitor

checklist .............................................................142IP address requirements ............................................30ISDN PRI .........................................................47, 49, 59

E1 circuits ............................................................59T1 circuits .............................................................49

ISDN PRI (Europe) .....................................................47ISDN-PRI ..................................................................119isolation

network ................................................................29IXC trunk ....................................................................47

J

jobspods .....................................................................13

L

labeling .......................................................................66E1 cables .............................................................66

LANEthernet,100BaseT ..............................................29

legal notices .................................................................2line assignment .................................................118, 123

analog ................................................................123line configuration and cabling

T1 digital line ......................................................121line number .................................................................69

Index


live calling date ...........................................................28Loop Start Foreign Exchange Office (FXO) ...............47Loop Start Foreign Exchange Station (FXS) ..............47Lucent 5ESS

checklist .............................................................155PINNACLE 5E9 integration ................................155

M

maintenance modem ................................................110messages

wait queue sample ...............................................22middle tier

pods .....................................................................11milesstones ................................................................19modem line

checklist .............................................................135module

transition module ................................................108mouth&ear ..................................................................47multi-dialer network isolation ......................................29

N

networkchecklist .............................................................136preparation ...........................................................29prepare .................................................................29

Network accessAgents' workstations ............................................33

network cableslabeling .................................................................35

network equipmentE1 .........................................................................66

network isolationmulti-dialer ...........................................................29

network printer DNS name .........................................30network termination point ...........................................58network termination point (NTP) .................................66notices, legal ................................................................2NTP .......................................................................58, 66

O

on-site training ............................................................27outbound agent blending ............................................86

P

PBX .................................................................42, 54, 55T1 cables .............................................................54T1 lines connect to ...............................................55

PBX station .................................................................47

PBX trunk ...................................................................47PG230RM ...............................................................9, 42

rack mount ...........................................................42PG230RM system .........................................92–94, 150

diagram ..........................................................92, 94space checklist ...................................................150

PG230RM system cabinetelectrical connections .........................................103heat output .........................................................103power consumption ............................................103specifications ......................................................103

PG23RM Electrical ...................................................149phantom extensions ...................................................80phone lines

inbound ..............................................................127outbound ............................................................129

pin number .................................................................69pod ......................................................................14, 114pods

completion codes .................................................13controlling .............................................................14deployment options ........................................10, 11deployment specifications ....................................96impacts .................................................................13jobs ......................................................................13management ........................................................12multiple systems ..................................................13primary system .....................................................13secondary system ................................................13shared calling list ..................................................11shared features ....................................................11

ports ...........................................................................31Predictive agent blending ...........................................82prepare your network .................................................29primary system ...........................................................13printer

checklist .............................................................141printers ......................................................................113Proactive agent blending ............................................86Proactive Contact system components ......................91Proactive Contact System with CTI ............................10Proactive Contact with CTI

integration checklist ............................................154project kickoff ..............................................................17project plan .................................................................20

Q

Quad E1 Coax I/O module .........................................60connecting cables to ............................................60

Quad E1 coax I/O module connectionsdiagnostics ...........................................................61

Index


Rrack specification ........................................................91remote access hardware

requirements ......................................................110requirements

IP address ............................................................30RJ-11 pinouts

at the headset ......................................................73

Ssample file downloads

testing ..................................................................41secondary system ......................................................13serial-attached agent workstations .............................36Service Criterion .........................................................84service level ................................................................84SFTP ..........................................................................38shared calling list ........................................................11signaling type

T1 .........................................................................47signaling types ............................................................47site preparation .....................................................20, 21SL ...............................................................................84sockets .......................................................................31software configuration

specifications .......................................................21space

checklist ..............................................................116supervisor workstation

checklist .............................................................139supervisor workstations .............................................111

hardware requirements .......................................111software requirements ........................................111

switchdigital ..................................................................105

system cabinet ......................................................97, 98air conditioning .....................................................98electrical ...............................................................98grounding and power requirements .....................98other environmental factors .................................98

system cabinet specifications .....................................99system CPU ......................................................108, 145

environmental requirements ...............................108related hardware checklists ................................145

TT1

circuits ..................................................................47connect to PBX ....................................................55

T1 cableslabeling .................................................................54

T1 circuits .............................................................46, 49Enabling ISDN PRI for .........................................49

T1 connectionspecifications .......................................................49

T1 digital ...................................................................118line assignment ..................................................118

T1 digital lineconfiguration and cabling ...................................121

T1 signaling type ........................................................47TCP/IP ........................................................................34telephone circuits .......................................................42telephony

general information ..............................................42terminal servers ..........................................................36tip/ring .........................................................................69training ........................................................................26transfer trunks ............................................................44transition conference call ............................................28transition module ......................................................108trunks

inbound ................................................................45transfer .................................................................44

twisted pair I/O moduleE1 connections ...............................................51, 63

U

UCID ...........................................................................79UDP

user datagram protocol ........................................34uninterruptible power supply

UPS ....................................................................109Universal Call ID .........................................................79upload record formats ................................................39

V

VDN ............................................................................81vector directory numbers ............................................81vectors ........................................................................80voice circuits ...............................................................44

W

wait queue messages .................................................22wire color ....................................................................69work modes ................................................................77worksheet

call transfer phone lines .....................................131E1 digital line configuration and cabling .............126file transfer ...........................................................40

workstationsagent ..............................................................35, 36

Index


supervisor ............................................................35

Index


Planning and Prerequisite for Avaya Proactive Contact 4 · 2009-04-10 · this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any

Documents