Configuring the integration software on the Dialer

To configure the integration files on the Dialer, make the following changes to system configuration files.

services

Verify the following entries in /etc/services:

agent 22700/tcp
ivr_conn 22800/tcp

master.cfg

Verify or set the following parameters in /opt/avaya/pds/etc/master.cfg:

• PORTS

  Increment the PORTS parameter by one to allow for a "dummy" inbound line for the IVR pool jobs.

• LINEASSIGN

  Append the following string to the end of the LINEASSIGN parameter:

  ;IVR,I=X

  where X is the new value of the PORTS parameter.

• AUTORELAGENT

  Set AUTORELAGENT to NO.

• INBNDSYS

  This parameter should be set to YES because the Inbound feature has been installed. If not, have the Dialer Administrator install the Inbound feature.

• IVR_INTEGRATION

  This parameter should be set to YES because the Avaya IR Integration feature has been installed. If not, contact the Dialer System Administrator.

dgswitch.cfg

At the end of the "Inbound Ports" section of /opt/avaya/pds/config/dgswitch.cfg, add the following line:

N:X:1216:0::#DUMMY PORT for IVR POOL JOBS

Where X is the new value of the PORTS parameter.

Note:
This is the port assigned for use by the IVR pool jobs even though there is no physical equipment for this port. This ensures that IVR agents will take no calls while on the IVR pool job.

blend.edt

Verify or set the following parameter in /opt/avaya/pds/config/blend.edt:

IVR_POOL:Pool job for IVR agents:NO:NO:CHECKBOX:YES:OTHER:5:3:

Setting IVR_POOL to YES indicates that the job is a pool job for IVR agents to join when they first log on to the Dialer.

inbound.edt

Verify or set the following new parameters in /opt/avaya/pds/config/inbound.edt:

• IVR_POOL:Pool job for IVR agents:NO:YES:CHECKBOX:YES:OTHER:5:3:

  Setting IVR_POOL to YES indicates that the job is a pool job for IVR agents to join when they first log on to the Dialer.

• IVR_ID:IVR Identifier::YES:TEXTBOX:NO:IVR:2:10:

  This parameter specifies which IVR is to be used by the job.

• IVR_INITSCRIPT:Initial script to run on the IVR::YES:TEXTBOX:NO:IVR:3:11:
  (be sure is parameter is specified all in one line)

  This parameter specifies which script to run on the IVR when the agent joins a job (other than the pool job). IVR_INITSCRIPT needs to have a value set only if it is necessary to run the Agent API command SetNotifyKeyField.

• IVR_SCRIPT:Script to run on the IVR::YES:TEXTBOX:NO:IVR:4:11:

  This parameter specifies which script to run on the IVR when a call is passed to the agent.

Note:
The system administrator will set IVR_ID, IVR_SCRIPT, IVR_INITSCRIPT (if necessary) when the administrator transfers IVR agents from the pool job to an inbound or outbound job.

outbound.edt

Verify or set the following new parameters in /opt/avaya/pds/config/outbound.edt:

• IVR_ID:IVR Identifier::YES:TEXTBOX:NO:IVR:2:10:

  This parameter specifies which IVR is to be used by the job.

• IVR_INITSCRIPT:Initial script to run on the IVR::YES:TEXTBOX:NO:IVR:3:11:

  This parameter specifies which script to run on the IVR when the agent joins a job (other than the pool job). IVR_INITSCRIPT needs to have a value set only if it is necessary to run the Agent API command SetNotifyKeyField.

• IVR_SCRIPT:Script to run on the IVR::YES:TEXTBOX:NO:IVR:4:11:

  This parameter specifies which script to run on the IVR when a call is passed to an agent.

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