AAfD - Migrating agents to Home-Office - FAQ


Doc ID    FAQ116961
Version:    16.0
Status:    Published
Published date:    10 Feb 2021
Created Date:    23 Mar 2020
Author:   
fcmartinez
 

Answer

Common Questions

What are the supported Operating Systems?

Agent computer:

  • Windows 7 Professional
  • Windows 10
  • HP ThinPro Linux: Supports only 5.0, 5.1, and 5.2
  • Apple OS X (Mac): 10.13 High Sierra, 10.14 Mojave, and Catalina 10.15
  • IGEL Universal Management Suite (UMS) 5

 

* This is just a quick reference. Make sure to check "Deploying and configuring Avaya Agent for Desktop" guide, Software requirements, Operating Systems Requirements (links at the end of this FAQ), for specific details.

Note: AAfD is not supported on Operating Systems not listed above, for example: Chromebook OS. 

 

In office, AAfD is connected directly to our company's Avaya Communication Manager (CM) to use H.323 station. How do we connect AAfD from Home?

CM and WebLM are most likely not exposed on the Internet. Therefore, you need a VPN connection from the remote computer to the company's internal network.

Once a VPN connection is established, AAfD will be able to reach Avaya CM for H.323 signaling and audio path; WebLM for licensing.

 

In office, AAfD is connected directly to our company's Avaya Session Manager (ASM) to use SIP station. How do we connect AAfD from Home?

ASM and WebLM are most likely not exposed on the Internet. Therefore, you need an Avaya SBC accessible from the Internet which provides a connection path to internal ASM and WebLM servers.

AAfD should be configured to connect to Avaya SBC for signalling and audio path (reaching ASM internally), and for licensing too (reaching WebLM internally).

 

We have a VDI environment (Citrix, AWS, ...) that provides access to our internal network and, consequently, to our ASM or CM. Can we use AAfD on VDI?

Just like One-X Agent, AAfD in "My Computer" mode is not a supported setup on virtualized environments.

AAfD may only be used for call control, not audio path. On this mode, a main phone is required and must be registered to provide the audio path.

To use AAfD as the main phone, with audio, AAfD must be installed on the host machine.

 

Can I change the UDP port range for UDP / RTP traffic?

Yes, if you already have the port range configured on the Avaya backend servers (CM/ASM/Avaya SBC/...), you may override the port range on the following file:  

 

  • for Windows: C:\Users\<USER>\AppData\Roaming\Avaya\Avaya Agent\config.xml
  • for Mac OS: /Users/<USER>/Library/Preferences/avaya-agent/config.xml

 

In this file, you will find the following parameters:

<parameter>
<name>RtpPortLow</name>
<value>2048</value>
</parameter>
<parameter>
<name>RtpPortRange</name>
<value>100</value>
</parameter>

Here are the steps:

  1. Before any changes, close AAfD and make sure it is not still running on System Tray.
  2. Change the parameters according to the values of your range:
    • RtpPortLow: Initial port of the Range
    • RtpPortRange: Size of the Range. It is not the Last port in the Range.
  3. Save the changes on the Configuration file
  4. Start AAfD again.

 

This should be adjusted to each AAfD deploy, for every agent.

 

How may we be sure that our network infrastructure (VPN, SBC, ...) can handle AAfD audio?
Is there a way to assess Network quality/bandwidth (VPN, SBC,...)?
Agent Working From HOme (WFH) are reporting audio issues with AAfD.

Using a program that relies on VoIP technology requires increased network resources and performance optimizations, because VoIP requires dedicated bandwidth and is easily affected by network problems.

You must perform a network assessment before installing Avaya Agent for DesktopAvaya Agent for Desktop, so that performance and stability issues will not affect Avaya Agent for Desktop.

The network assessment services for Avaya VoIP consist of the following phases:

  • Basic Network Assessment: a high-level LAN/WAN infrastructure evaluation that determines the suitability of an existing network for VoIP.
  • Detailed Network Assessment: the second phase in the Network Assessment for IP Telephony solutions.

The detailed network assessment takes information gathered in the basic network assessment, performs problem diagnosis, and provides functional requirements for the network to implement Avaya VoIP.

The video over IP and voice over IP network readiness assessment evaluates the state of a customer’s network infrastructure to ascertain whether the infrastructure can support video over IP and/or voice over IP traffic.

Avaya requires evidence that a customer’s network infrastructure meets the network requirements as defined in the table below determined by conducting a video over IP and voice over.

Network readiness assessment is a precondition to deployment and/or support of all solutions that include delivery of voice and/or video communications using transmission of Internet Protocol (IP).

Metric Recommended Acceptable
One-way network delay < 80 milliseconds < 180 milliseconds
Network jitter < 10 milliseconds < 20 milliseconds
Network packet loss (Voice) 1.0% 3.0%
Network Packet Loss (Video) 0.1% 0.2%
QoS Enabled Required Required

 To confirm compliance with the Network requirements, customer must timely provide Avaya with a completed Network Readiness Assessment Results document (“Compliance Evidence”). The Compliance Evidence warrants that customer’s network complies with the Network Requirements and acknowledges that Avaya:

  • May rely on the Compliance Evidence
  • Does not validate the Compliance Evidence
  • Is not responsible for ensuring Customer’s compliance with the Network requirements.  

For more information about network assessments, please consult:

  • "Network assessment offer" in Avaya Application Solutions: IP Telephony Deployment Guide, 555-245-600.
  • Avaya Professional Services (APS). 

Avaya Professional Services (APS) supports a portfolio of consulting and engineering offers to help plan and design voice and data networks, including:

  • IP Telephony
  • Data Networking Services
  • Network Security Services 

You can contact Avaya CSI:

  • On the Web: http://csi.avaya.com/
  • By email: bcsius@avaya.com
  • By phone: +1 866 282 9266 

See http://netassess.avaya.com for a description of the Avaya network assessment policy. This link is available only from within the Avaya corporate network.

 

We are using temporary license. Once it expires, will we be able to continue using AAfD?

Once AAfD license expires, you will be able to use it for more 30 straight days in "greace period" mode.

We recommend you to contact your account representative for license quotation to avoid disruption of service.

 

We are using temporary license. Agents can reach WebLM server (ping or telnet) from their home computer but they are getting "Grace Period" message after logging in OR they are getting "required features not found" after registering station.

If WebLM is reachable, this issue usually happens when AAfD was installed with "Basic" mode, instead of "Advanced".

Then there are two options:

  1. reinstall AAfD, choosing "Advanced" and reconfigure AAfD
  2. manually change AAfD "startupconfig.ini" configuration file, setting "LicenseType" to value 2.
    • for Windows: C:\Users\<USER>\AppData\Roaming\Avaya\Avaya Agent\startupconfig.ini
    • for Mac OS: /Users/<USER>/Library/Preferences/avaya-agent/startupconfig.ini

If WebLM is not reachable, please check questions #2 or #3.

 

We are using temporary license. Which mode should I use to install AAfD?

The temporary licenses provided during COVID-19 pandemic must be used with AAfD in "Advanced" mode. This mode will consume VALUE_VDIA_ ADVANCED_COUNTS.
If WebLM is not consuming VALUE_VDIA_ ADVANCED_COUNTS or if it is consuming another license feature whan an AAfD is registered, please follow one of the two options from the previous question:

  1. reinstall AAfD, choosing "Advanced" and reconfigure AAfD
  2. manually change AAfD "startupconfig.ini" configuration file, setting "LicenseType" to value 2.
    • for Windows: C:\Users\<USER>\AppData\Roaming\Avaya\Avaya Agent\startupconfig.ini
    • for Mac OS: /Users/<USER>/Library/Preferences/avaya-agent/startupconfig.ini

Are all Headsets compatible with AAfD?

No. There is a list of compatible headsets on "Deploying and configuring Avaya Agent for Desktop" guide, Audio Requirements, Supported headsets (links at the end of this FAQ).

Using unsupported headsets may cause problems like: audio failure, non-working/misbehaving headset buttons and others.

 

For Secure connections with ASM/Avaya SBC, are all ciphers supported?

No, only 128-bit ciphers are supported. Other cipher, 256-bit for example, are not supported.

 

Do I need any specific Feature buttons on my Stations for AAfD to work?

Yes. On "Deploying and configuring Avaya Agent for Desktop" guide, we may find a list for H.323 and another for SIP stations:

H.323:

  • Three buttons for Call appearance: call-appr
  • Manual in: manual-in
  • Auto in: auto-in
  • After call: after-call
  • Aux work: aux-work
  • Release: release 

 

SIP - CM Profile:

  • Three buttons for Call appearance: call-appr
  • Manual in: manual-in
  • Auto in: auto-in
  • After call: after-call
  • Agent login: agent-login
  • Auxiliary work: aux-work

 

Note: buttons in italic are specific to H.323 or SIP.

 

Agent don't see any information/statistics under Stats Console.

Add the optional feature button vu-display to the station. Re-register station to make changes effective.

vu-display Fmt:1 ID:32

1 - CM's vustats-display-format ID. Replace with the Format ID you would like to use.

32 - skill/hunt-group ID. Replace with Agent's skill/hunt-group ID for the corresponding statistics.

 

Documentation

Please consult official product documentation for instructions to install AAfD:

Product Pages:

AAfD 1.7

AAfD 2.0:

End User training - Avaya Agent for Desktop - User Quick Start Video

Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes.

 

Restricted Body Element

Avaya Agent for Desktop 2.0 Installation and Troubleshooting (Simplified file in PPT format attached)

Attachment File

AAFD_R2dot0 Tech Transfer_draft5(simplified).pptx
10MB • 30 minute(s) @ 56k, 1 minute(s) @ broadband


Additional Relevant Phrases

Cannot contact license server Audio quality is not good in VDI Audio is failing in VDI

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