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FAQ: Avaya Aura Contact Center Manager Server

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This topic provides answers to frequently asked questions about the Avaya Aura CCMS interfaces and their SDKs, including the Real-time Data (RTD) API, Real-time Statistics Multicast (RSM) interface, Host Data Exchange (HDX) API and CCMS Open Interfaces Web services.

What is the difference between RTD and RSM?

RSM was introduced in Contact Center Manager Server as an alternative to RTD.

RTD is a "C" API that must run on a Windows OS. The API is designed like you were querying a database, where you select a table of data, and the columns of fields you want to receive, and can either do a single query, or create a stream query where the data is returned to a callback function with an application defined refresh rate.

RSM gives the developer flexibility in choice of programming language and OS. There are two methods for implementing RSM. The main implementation is Multicast. The only requirement for doing Multicast is the ability to create a socket connection and communicate via TCP/IP, otherwise there are no language or OS restrictions. In RSM Multicast the data is sent automatically in a datagram binary packet, with a header structure, and all fields in the table are included in the body of the packet. The application must pull the desired fields out of the body. Some of the fields Application ID, Agent ID and Skillset ID require mapping to a string and that can be achieved in two ways.

  • The easiest is to connect the CCMS database locate the appropraite configuration information, a cache scheme should be considered for performance.
  • The other method to perform ID-to-name mapping is to use the RSM CORBA API. This requires the purchase of a CORBA 2 compliant compiler or to use the Open Source TAO CORBA. Your application takes the IDL files from the toolkit, and generates source and header code for the generic API, which is included in your source code. For non TAO CORBA for each deployment of a CORBA application, you must purchase a run-time license for the deployed application.

The real-time data available for both RTD and RSM was identical. For either interface there are 6 tables of data available, Application, Skillset, Agent, IVR, Route, and Nodal (entire call center). These are the fields added to RTD 6.1.2 that were already in RSM 6 to give RTD parity with RSM:

  • Application statistics - Network Out Calls Requested
  • Skillset statistics - Network Calls Offered
  • Agent statistics - Not Ready Reason Code
  • Agent statistics - DN Out Call Number
  • Agent statistics - Skillset Calls Answered
  • Agent statistics - DN InCall Answered
  • Agent statistics - DN OutCall Made
  • Agent statistics - Answering Application
  • Agent statistics - Answering CDN
  • Agent statistics - Answering DNIS

Also applicable to Avaya NES Contact Center.

What CCMS User Id should be used when calling the RTD API login function?

The RTD API function NIrtd_login() parameter userID and password is for an CCMS desktop user account, which has to have at least the Access Class privileges of Real-time Displays with permissions set to "View all agents / create displays".

Also applicable to Avaya NES Contact Center.

What are the available interfaces / protocols for connecting third party applications to CCMS?

The following 'native' interfaces are exposed if licensed:

  • HDX - call control script integration
  • RSM - realtime statistics via multicast
  • RTD - realtime statistics
  • XML assignment - Automated workforce management integration
  • CCMS data dictionary - ODBC access to Cache db
  • MLSM - CTI call control and call recording

CCMS also provides two Web services:

  • CCMS Open Queue SDK, and
  • CCMS Open Networking SDK

When using the CCMS Open Queue Interface SDK or CCMS Open Networking Interface SDK clients can use Java, .NET, etc to communicate through proxies or clients can send SOAP messaging directly to the Web service.

Are run-time only versions of HDX and RTD SDKs available?

DevConnect members have the rights to redistribute the toolkit contents with their product. However in some rare cases, the developer may not provide the SDK. Run-time only separately installable version of both the RTD and HDX SDKs are available for this purpose. If either of these are needed in an exception case, please contact Developer Support devconsupport@avaya.com and request the RTD and/or the HDX run-time only SDKs.

Also applicable to Avaya NES Contact Center.

SDK program nbnmsrvc.exe binds to port 10000, which is the same port that is used by other products. How do I resolve this?

Change the Symantec Backup Exec configured port number. The port numbers used by RTD are not configurable.

Uninstall Backup Exec to use the port number required for RTD toolkit installation. It should work fine. The Port 10000 is mandatory for the Contact Center Manager Server. This will be used by the NBNM_Service.

Also applicable to Avaya NES Contact Center.

What are the multicast ports being used to broadcast real-time data from CCMS server?

UDP ports 6020, 6030, 6040, 6050, 6060, 6070, 6080, 6090, 6100, 6110, 6120, 6130.

Also applicable to Avaya NES Contact Center.

In HDX is there a Java version of TAO?

Yes, you can use any CORBA compliant ORB with TAO. The most popular Java-based ORB used with TAO is JacORB.

Also applicable to Avaya NES Contact Center.

Does TAO support a Java binding in HDX?

TAO is a C++ ORB, Any other CORBA compliant ORB can interoperate with TAO. There are several ORBs available such as JacORB.

Also applicable to Avaya NES Contact Center.

If an HDX Corba provider application fails, why does the provider Id not get released on the CCMS system?

The HDX CORBA API has a heart-beat mechanism that can enabled at the time of registering the provider with the idea that if the CCMS does not get any heart-beats for 60 seconds it automatically releases the provider association. The application is responsible to send a heart-beat within the timeout interval to say it is alive. The Win32 API has this built in under the covers, but the Corba API it must be set up explicitly. This is in the IDL, but lacks documentation, which has been requested to be added to the CCMS PG. Here are the details of this capability of HDX Corba:

You need to register the provider as


     HDX_KeepAliveMinVersion

And then you can use the

     DX_KeepAliveProvider (provider Id)

It's in the IDL file. Timeout is 60 seconds.

Also applicable to Avaya NES Contact Center.

How do I query all of the provider Ids that are currently registered with CCMS?

The only way to query the registered HDX provider IDs in the system is to turn on TFA tracing. One can figure out the active provider IDs by reading the trace file. To enable this tracing, please do the following:

1. Stop the TFA_Service from Services.
2. Use regedit to enable logging. Update HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\ICCM\HDX\LogLevel and set this value to be 7.
3. Start the TFA_Service, TFABRIDGE_Service, TFE Bridge Connector and Host Application Integration services.
4. The log file will be in NIDXServer*.log generated in D:\Nortel\iccm\bin folder.
5. Please remember to disable logging when done by repeating these steps and setting the LogLevel to 0.

Also applicable to Avaya NES Contact Center.

Are there any differences in Web service functionality between the AML or SIP environment?

How do I generate Java proxies to develop Java Web services offline?

You do not need to generate proxies if your development environment is pointing to a 'live' Avaya Aura Contact Center.

How can I get a list of available Web services on my server?

http://<Server HostName>:9090

How can I get a WSDL definition for the Web services?

http://<Server HostName>:9080/SOAOI/services/OpenQ?wsdl

Cannot bind socket to any RSM Port on Multicast IP Address?

The RSM Multicast Stream is used by multiple Contact Center Applications so any socket binding to this stream must set the SO_REUSEADDR option. If a client application binds to an RSM port before the Contact Center Manager Administration (CCMA) server application is able to bind to the same port, then Real-time Displays will not work. So, the RSM application must forcibly bind using the SO_REUSEADDR socket option to the port, then allowing multiple applications to bind to that port.

Note: When using bind with the SO_REUSEADDR socket option, the socket option must be set prior to executing bind to have any affect.

The following code has been taken from the mSklRcv Sample Application in the SDK where the SO_REUSEADDR option is highlighted:

					  // Fill out the local socket address data.
					  local_sin.sin_family = AF_INET;
					  local_sin.sin_port = htons (RECV_PORT);
					  local_sin.sin_addr.s_addr = htonl (INADDR_ANY);
					
					  //rebind to a bound address and port if this happens
					  if (setsockopt(sock,
						SOL_SOCKET,
						SO_REUSEADDR,
						"1",
						sizeof(int)) == SOCKET_ERROR)
					  {
						_tprintf(TEXT("setsockopt SO_REUSEADDR failed! Error: %d"), WSAGetLastError());
						closesocket(sock);
						return -1;
					  }
					
					  // Associate the local address with sock.
					  if (bind(sock, (struct sockaddr FAR *)&local_sin, sizeof(local_sin)) == SOCKET_ERROR)
					  {
						_tprintf(TEXT("Binding socket failed! Error: %d"), WSAGetLastError());
						closesocket(sock);
						return -1;
					  }

Why does Rtdapp.exe (ANSI or UNICODE) not run once the RTD SDK has been installed?

Rtdapp.exe is a test application which is installed as part of the RTD SDK install. This application will not run from the command line on a machine which does not have the Microsoft Visual C++ redistributable libraries installed. An installer for these libraries can be downloaded from Microsoft.

Why does my Web services client no longer work after upgrading AACC?

Before upgrading the AACC server, check the Readme associated with any new software to be installed. If there are changes made to any Web services that your application uses, it may be necessary to rebuild the proxy code for your Web service application after the AACC upgrade. This is easily done against the new AACC by refreshing the WSDL reference in the application code and then rebuilding the application.

Why won't the RTD Sample Application run on the Avaya Aura Contact Center Manager Server (CCMS 6.0) - Real Time Data (RTD) or Avaya Aura Contact Center Manager Server (CCMS 6.2 SP5) - Real Time Data (RTD) Version 2?

Download the latest version of the RTD SDK (Avaya Aura Contact Center Manager Server (CCMS 6.2 SP 5) - Real Time Data (RTD) Version 2.2) and try again: Real-time Data SDK, updated and reissued November 2011 (3.60 MB .zip).

Fixes include:

  • Installs on machines with D: Drive
  • Support Visual Studio 2010
  • ANSI Library fixes

What is the difference between Unicode and ANSI in the RTD SDK?

ANSI uses 1 byte to represent a code point and has the ability to support 256 different characters which can only be used to code for Roman languages.

Unicode uses 2 bytes to represent a code point so it has the ability to support nearly 65,536 different characters. All newer versions of windows operating system have Unicode to set standards for the characters. Unicode can be used to code Applications that require the full character set.

ANSI Applications using a lot of text in Roman characters will be much more compact than their Unicode counterparts. Unless they are speed-critical applications, they will not need to be written in Unicode at all, since they will not require the full character set.

Although ANSI can be read in the newer Windows versions, the process is very slow and takes up a lot of hard disk space as it needs to be converted into Unicode by the system.

What are the Database differences between Nortel Contact Center 6.0 and Avaya Aura Contact Center 6.2?

There have been multiple changes to the Contact Center Database in Release 6.2 with the main change from Sybase to Cache. Any applications that worked with Contact Center (CC) 6.0 using an ODBC connection need to update this connection to Cache. Details are located on the : Avaya Aura Contact Center Releases 6.3 page.

The Avaya Aura Contact Center (AACC) 6.2 Database is backward compatible so applications based on CC 6.0 will be operable with AACC 6.2.

Most updates to the AACC 6.2 database are new tables which will have no impact to CC 6.0 applications and some changes to views which are outlined in the Performance Management Data Dictionary document (NN44400-117).

In the CCMS configuration the port definitions for SOA have a range from 9080 to 9083. What does this mean?

The CCMS Web service Open Interface is configured on port 9080. The other 3 ports (9081, 9082, and 9083) are used internally in SOA and cannot be used by other clients. Port 9080 is the only port available, and it should be used for the CCMS Web service.

Is it possible to have multiple third-party applications issuing contacts to Open Queue?

Only 1 User login is supported on Open Queue so it only supports 1 entity. Multiple 3rd party applications cannot login to Open Queue at the same time.

Does AACC have a Unique Call ID (UCID) for a SIP Call?

The Communication Manager UCID is accessible in AACC if it's configured to be set in Communication Manager. The Communication Manager UCID value is passed to AACC, which sets it as the Internal CMF Contact ID and is passed in any subsequent SIP invite messages to Agents. You can determine whether a UCID exists by the keyword: "FA08" followed by the hex encoded UCID in the User to User parameter of the SIP header. It's important that this entry is not overwritten when an agent or application updates the UUI Information - updates to the UUI should always be appended.

Example:

User-To-User:

00C810637573746F6D657269643D3132333435FA08271000024FF5A2AD;encoding=hex

SipSp Log:
05/07 14:14:13.825 [37365528-S      ] INFO  l.protocol.sip.utils.UuiHelper - 
					decodeUCID() Decoded UCID: 10000000021341498029 from encoded UCID: 271000024FF5A2AD

Is there a licensing requirement in AACC for the RTD SDK?

Yes, RTD SDK requires an Enterprise license on AACC. An Essential license will prevent RTD from working on the AACC CCMS server.

After Contact Center upgrade from Nortel CC7.0 to AACC 6.2, RTD Application may stop working after a certain amount of Agents login to Application as NIrtd_singleDataRequest() fails to return data.

The RTD SDK handles both compressed and non-compressed packets so RTD Applications can function as normal until the RTD packet size reaches a larger size and is blocked by network bandwidth. The issue can be rectified by enabling compression on the CCMS which will reduce packet size. During upgrades from CC7 to AACC 6.2, a server migration is performed which does not carry forward the RTD Compression configuration on the CCMS. RTD Compression is off by default so it needs to be enabled again after the migration.

Review the AACC Administration User Guides for more information before changing the Compression value as it does impact CCMA Real-time Displays.

What is the correct port for accessing attached data using the Database Integration Wizard (DIW) in conjunction with Host Data Exchange (HDX) scripting calls in CCMS?

Prior to Avaya Aura Contact Center 6.3 the port to configure in DIW to facilitate HDX scripting manipulation of attached data was 5000.

This port was changed in Avaya Aura Contact Center 6.3 to port 2000.

Which combinations of Contact Center Software Components / Software Application are supported for a co-resident installation?

As of Release 6.2, you can install Avaya Aura Contact Center in various configurations to accommodate hardware availability and functionality preferences.

Refer the Co-resident installations section in the Avaya Aura Contact Center Fundamentals (NN44400-110) guide, available at www.avaya.com/support, for details regarding supported combinations and corresponding constraints.

The Introduction section in the Avaya Aura Contact Center Installation (NN44400-311) guide, available at www.avaya.com/support, also has useful information with this regards.

How do I configure a TLS connection between Avaya Aura Contact Center and Avaya Aura Application Enablement Services?

Avaya Aura Contact Center Release 6.2 supplies a set of default certificates for use with Avaya Aura Application Enablement Services. The certificates to setup this connection can be found on the Avaya Aura Contact Center machine under the location D:\Avaya\Contact Center\Manager Server\iccm\sgm\TLSCertificates\AESCerts.

The procedure to configure on AE Services is clearly explained in the HowToInstallCertsOntoAES.avi video, which can be found at: D:\Avaya\Contact Center\ManagerServer\iccm\sgm\TLSCertificates\AESCerts\HowToInstallCertsOntoAES.avi.

Note: You may use certificates other than the set of default certificates to make the TLS link more secure as per your organization's policy. Please refer the Application Enablement Services configuration section in the Avaya Aura Contact Center Configuration - Avaya Aura Unified Communications Platform Integration (NN444000-521) and Avaya Aura Contact Center SIP Commissioning (NN44400-511) guides, available at www.avaya.com/support, for details on how to configure certificates on AE Services and Avaya Aura Contact Center respectively.

Where can I find default login credentials for various Avaya Aura Contact Center applications?

You can acquire the default usernames and passwords for different Avaya Aura Contact Center applications and components from the Appendix: Default Login Values section in the Avaya Aura Contact Center Server Administration (NN444000-610) guide, available at www.avaya.com/support.

Where can I locate the installation (setup) file for the Avaya Aura Agent Desktop client?

As of Avaya Aura Contact Center Release 6.2, the Avaya Aura Agent Desktop client software is installed from the Contact Center Manager Server (CCMS).

  1. On the client computer for which an agent logs on, start Internet Explorer.
  2. In the Address box, type "http://<servername>/agentdesktop", where <servername> is the FQDN or IP address of CCMS.
  3. On the Agent Desktop page, click Install Prerequisites. The client downloads the prerequisite .NET Framework and Microsoft C++ redistributable software from the server and installs the application on the client.
  4. Click Launch AAAD to install the application.

How do I configure the Avaya Aura Agent Desktop client to work with Avaya Aura Communication Manager as a soft phone?

In order to use Avaya Aura Agent Desktop client application with Avaya Aura Communication Manager as a soft phone, you need to configure it in "My Computer" mode. In order to achieve this:

  1. Start the Avaya Aura Agent Desktop client application and provide appropriate User Credentials (User ID and Password).
  2. Select Login option.
  3. Select the Telephony tab.
  4. Select "My Computer" from the drop-down list for Place and receive calls using field.
  5. Provide the appropriate Extension and Password for the Communication Manager.

Note: In some cases, you may find that the Server Address field does not contain the appropriate Processor Ethernet (PE) or CLAN IP. Also the field is disabled and does not allow adding the appropriate PE/CLAN IP. In order to configure the Server Address field:

  1. Access the Contact Center Manager Launch Pad.
  2. Select the Multimedia link from the Launch Pad.
  3. Select the appropriate CCMM Server from the left pane and then click Launch Multimedia Client. Select the Install Prerequisite software checkbox if this is the first time loading this Client. This will open up CCMM Administration web console in a new window.
  4. Select the General Administration tab.
  5. Select Server Settings.
  6. Click New.
  7. Select "Communication Manager Server" from the drop-down list.
  8. Provide Communication Manager's PROCR IP address or CLAN IP address in the Server Name field.
  9. Click Save.

When you restart the Avaya Aura Agent Desktop client application, you will find the Server Address field is populated with the configured IP address.

What are the required specifications for a recorded file when using it as a prompt with the Avaya Aura Orchestration Designer application development environment?

For Avaya Aura Contact Center Release 6.2, you need to create the files that you want to use to play to callers in .wav format. The recordings must be saved as Linear Mono 16 Bit PCM sampled at 8 KHz.

What is the difference between Local and Contact Center views when using the Avaya Aura Orchestration Designer application development environment?

For Avaya Aura Contact Center Release 6.2, the Contact Center view provides the current configuration of the contact center applications, variables, and application manager data. It shows the live and a real-time view of the Contact Center Manager Administration server.

The Local view in Orchestration Designer is used for developing application and call flow in off-line mode. The Local view provides a user workspace on their own desktop to work with copies of the variables and applications. The variables and applications remain local until you synchronize the data to the Contact Center view.

Refer to the Avaya Aura Configuration - Orchestration Designer Application Development (NN44400-510) guide, available at www.avaya.com/support, for details on how to access Local and Contact Center views as well as how to synchronize applications between the two.

How do I configure DSN and connect to the Avaya Aura Contact Center database in order to create custom reports?

You can create custom reports in ODBC or JDBC compliant applications, such as Crystal Reports, MS Access, MS Excel etc.

Refer to the Expert Reports section in the Avaya Aura Contact Center Performance Management (NN44400-710) guide, available at www.avaya.com/support, for details regarding how to define the connection to the server and configure Cache DSN along with general instructions to create reports in other applications.

Is it possible to perform call recording using Meridian Link Services on TDM (digital) phone sets?

With TDM (time-division multiplex) phone sets, there is no facility to use Duplicate Media Streaming as is normally done with VOIP phone sets when using MLS in Avaya Aura Contact Center to perform call recording. Rather than establishing a second media stream from the phone to an application over TCP/IP as is done with VOIP sets, when recording TDM phone speech path, an extra dedicated piece of hardware is required by Avaya Aura Contact Center which can monitor (or 'tap') the external trunks connected to the Avaya Communication Server 1000 PBX.

MLS messaging can be used within an application to determine which trunk channel should be recorded for a specific TDM set.

When running the RTD client what could be the cause of error 60059 (NIrtd_eDP_FAILURE)?

The Real Time Data (RTD) client application initiates communication to the Avaya Aura Contact Center server to authenticate. After authentication, parameters are set which will be used in sending statistical data to the client. Subsequently, a new communication channel is opened by Avaya Aura Contact Center to the client. This is the data stream connection used to send data to the client (the Avaya Aura Contact Center component used to send data is the Data Propagator). If the Avaya Aura Contact Center server fails to establish a connection to the RTD client, error 60059 is sent to the RTD client.

It may be the case that communication initiated from the client to Avaya Aura Contact Center works, but communication initiated from Avaya Aura Contact Center to the client fails. This scenario can be common where network firewalls or IP routing are involved. The actual RTD client and Avaya Aura Contact Center server may be working properly, but failure in communication initiated from Avaya Aura Contact Center to the client may be the cause of error 60059.

Which port is statistical data sent to when using an RTD client?

Initially, the Real Time Data client authenticates with Avaya Aura Contact Center. Once the client credentials have been validated by Avaya Aura Contact Center and certain parameters have been set, Avaya Aura Contact Center and the client then negotiate a client port which will receive statistical data from Avaya Aura Contact Center.

The client Windows port is negotiated using the DCE/RPC protocol. The initial DCE/RPC communication (handshake) from the client to begin negotiating the client port is sent to port 135 on AACC.

Use a packet sniffer to analyze the subsequent communication to determine the client port which will receive statistical data. Note - the sniffer should be on the same physical network segment as the Avaya Aura Contact Center if possible to avoid any firewall or NAT issues.

What ODBC credentials should be used to login to the Avaya Aura CC CCMS Cache database?

In order to connect to the Avaya Aura CC CCMS Cache database using ODBC the ‘sysadmin’ user should be used. This will provide read-only access to the CCMS_CONF or CCMS_STAT namespace.

When using the Avaya Aura CC RTD or RSM interface is it possible to disable the ‘Agent Time In NRRC’ data column introduced in Avaya Aura CC 6.4 (SP14)?

Yes, it is possible to prevent ‘Agent Time In NRRC’ data column being supplied in the Avaya Aura CC RTD and RSM interfaces. On the Avaya Aura CC server run the ‘Multicast Stream Control’ utility (select the utility from the Start menu as follows: Avaya, Contact Center, Manager Server). In the utility change the ‘Version’ field from 6.4 to 6.3.

Can an integer value be passed from a script as the wildcard part of an SQL query to an Avaya Aura CC CCMS Database Integration Provider client?

No, all wildcard values are internally converted to string format by Avaya Aura CC before being dispatched to any external Database Integration Provider clients.

Using Duplicate Media Streaming is it possible to record IVR CS 1000 agent sets using the Avaya Aura CC MLS interface?

No, if a CS 1000 Position ID is configured as being part of an IVR ACD queue then client MLS applications cannot record calls on that extension. Typically IVR ACD agents are assigned exclusively to external IVR type systems such as CallPilot.

Is it possible to query the Avaya Aura CC Cache database from a client machine without configuring an ODBC Data Source Name on the client machine?

Yes it is possible to programmatically make a read-only DSN-less connection to the Avaya Aura CC Cache database. Be sure to use the latest Cache ODBC driver on the client such as 'Intersystems ODBC35 2015.01.02.607'. For example to use the default credentials to connect to the database on an Avaya Aura CC server running on IP address 192.168.50.50 use the following C# code:

 
   OdbcConnection conn; 
   string connection = null; 
 
   connection = "DRIVER={InterSystems ODBC35};" + "SERVER=192.168.50.50;" + 
      "PORT=1972;" + "DATABASE=CCMS_STAT;" + "UID=sysadmin;" + "PWD=avaya1;"; 
   conn = new OdbcConnection(connection); 
   conn.Open();

   if(conn.State == ConnectionState.Open) MessageBox.Show("Connection established");

Is it possible to run third party VXML code on the Avaya Media Server?

Avaya does not license or support any custom VXML code running on Avaya Media Server.