Overview

Cyara can perform endpointing and agent emulation via a standalone program called Cyara Voice Gateway. Cyara Voice Gateway's main function is as an endpoint that performs SIP registrations and protocol translation. Its secondary function is as a back-to-back user agent/network isolator. Voice Gateway runs as a Windows Service and is configured and monitored via a web interface.

When a call comes into the PABX, an Originate message is sent to the Cyara Voice Gateway, which then translates that into the corresponding SIP messaging (an Invite) for the Cyara Call Engine.

To simplify the process of deployment, three typical scenarios have been identified where the Cyara Voice Gateway server may be deployed with a Cyara Platform. By concentrating on the configuration necessary for these typical deployments, the number of options to consider can be reduced to a manageable set.

The Cyara Voice Gateway server is used in conjunction with the Cyara Platform to provide a H.323 capability, a SCCP capability, or SIP-to-SIP interworking as a Back-to-Back User Agent (B2BUA).

List of Contents

Scope
- Cyara Avaya (H.323) Interworking
- Firewall Requirements for Avaya (H.323) Integration
Setting up the Environment
Configuring a Cyara Voice Gateway Endpoint via the Call Engine
Avaya Session Manager (SIP) Integration
H.323 Troubleshooting

Scope

This Guide Provides instructions on how does Cyara integrate with Avaya PABX with H.323 extensions and Cyara Voice Gateway.

Cyara Avaya (H.323) Interworking

The Cyara Voice Gateway service can be deployed to enable the Cyara Platform to generate H.323 calls. This is useful when an on-premises deployment of the Cyara Platform needs to communicate with a customer environment based on the H.323 protocol.

The Cyara Voice Gateway registers H.323 extensions to PABX, when a call is received it converts the H.323 call into a SIP call to the call engine.

The Cyara Voice Gateway service sits between the Cyara Platform and the customer H.323 gateway, and registers H.323 extensions to the PABX. When a call is received, the Cyara Voice Gateway server converts the H.323 call into a SIP call to the Call Engine. The Cyara Voice Gateway service will handle any registration and delivery of responses on behalf of the Cyara Platform.

In this deployment, the Cyara Voice Gateway server must be configured to accept SIP calls from the Cyara Platform. The server must then convert the calls and forward them to a H.323 gateway. The Cyara Voice Gateway server must look after details such as registration, security, and the interworking between SIP features and H.323 call features.

The important configuration to consider for this deployment will include how H.323 calls are set up, how the call media is set up, and how the Cyara SIP calls are routed to the H.323 gateway. In this scenario any SCCP configuration options are not used, and, therefore, must not be changed from the default values.

Firewall Requirements for Avaya (H.323) Integration

Component	From Host	To Host	To Port	Protocol
Cyara Voice Gateway	Cyara Call Engine	Gateway	5060	TCP
Cyara Call Engine	Cyara Call Engine	Gateway	15060	TCP
Cyara Voice Gateway	Avaya CM	Cyara VG	1719	TCP/UDP (RAS)
Cyara Voice Gateway	Cyara VG	Avaya CM	1719	TCP/UDP (h.225 RAS)
Cyara Voice Gateway	Avaya CM	Cyara VG	1720	TCP/UDP (h.225, h.245)
Cyara Voice Gateway	Cyara VG	Avaya CM	1720	TCP/UDP (h.225, h.245)

Setting up the Environment

Installing the Cyara Voice Gateway

Some fields in the installation are mandatory. Those fields are marked with a ‘*’ after the field label. The “next” button is disabled until all the mandatory fields are populated.

NOTE: after you populate a mandatory field, you might have to deselect it for the next button to become active.

Run Voice.Gateway.msi in the Cyara Voice Gateway installation package.
Click Next on the introduction screen to start the setup process. Note: the smaller number in the version is the Cyara Voice Gateway SVN revision number.
Enter the path where you will save the Cyara Voice Gateway and click Next.
On the next screen, configure the Cyara Voice Gateway Server. A description of the parameters follows:

Field	Description
Opal Username	The Cyara Voice Gateway Web Portal username
Opal Password	The Cyara Voice Gateway Web Portal password
Confirm Password	Confirms that the password has been entered correctly in the Password field
Opal SIP Local Registrar	Mandatory; the IP address used by Cyara Voice Gateway to listen for SIP registrar requests. The value here has to match the ip in the domain column of the RegistrationCsvFile specified during CallEngine set-up
Opal SIP Port	Mandatory; this value defaults to 5060, but if the Cyara Voice Gateway and the Call Engine are installed on the same machine, this value must be changed. Note: Internally, Cyara uses 15060 for the Cyara Voice Gateway and 5060 for the CE.
Call Engine Address	Mandatory; this is used for route patterns, and specifies where The Cyara Voice Gateway has to redirect the media stream. Ensure there is a value in this field.
Supported Transport	Choose H.323 for Avaya installs and SCCP for Cisco installs.
Enable RFC2833	Modifies the Cyara Voice Gateway settings to enable RFC2833. Is disabled by default.

When configuring for Avaya, enter the relevant details on the 323 Transport Configuration Screen:
1. A description of the parameters follows:

Field	Description
Remote Gatekeeper Address	Mandatory; The IP address of the Avaya PBX.
Remote Gatekeeper Password	The password used to register stations.
Local Interface Address	Mandatory; The IP address for the machine, and contains a list of IPs. If only one IP is listed, this field is prepopulated from the Cyara Voice Gateway “Remote Gatekeeper Interface” setting. This field is editable because it accepts wild characters.

Click Install on the next screen.
Click Finish on the final screen.

Note: To find which installer you used if you no longer have Cyara.Voice.Gateway.msi, check Programs and Features. The executable version will not match the installer version.

General Cyara Voice Gateway Configuration

You may need to check the fields on the Cyara Voice Gateway service web interface (:1719) for troubleshooting. Note that many of the parameters on this page will have been pre-filled during installation.

On the main page of the web interface, click on System Parameters.
Media Transfer Mode: ensure that Bypass is selected. The Forward and Transcode modes should never be selected.
Preferred Media: you may need to modify this field. **But it might get passed down to Call Engine and that might not support the Cyara Voice Gateway's-preferred media**.
Removed Media: this remove codecs from negotiation that should not be passed through the system. This is done to minimize load and complication.
Disable In-band DTMF Detect: Ensure this is unchecked to minimize load.
H323 Aliases: there must always be a dummy entry in this field. Do not delete.
Remote Gatekeeper Address: there must always be a dummy entry in this field. Do not delete.
Remote Gatekeeper Interface: this field can have a comma separated list of IP addresses, or <<ip4>> (this may change) to wildcard, which tells Cyara Voice Gateway to use all IPV4 interfaces this machine has. **This is not compulsory, but some customers may want to use it to have many different IP addresses. You will also need to configure multiple aliases in the OS.**
Remote Gatekeeper Password: Password must be the same for all H.323 Extensions.
Note: Extension type on Avaya must be H.323 (see Configuring Avaya Chapter below)
Remote Gatekeeper Alias Limit: this reduces the load on Voice GW/Endpoints. The number of extensions registered per registration request (RRQ) for Avaya cannot be greater than 12; the recommended limit is 1 to maintain stability.
SIP Local Registrar Domains: this must match what is contained in the Call Engine’s registration.csv file.
Routes: this is where the translation takes place. It will be done in template form during the installation.

Configuring Cyara Voice Gateway for an Avaya Environment

Check the following fields on the Cyara Voice Gateway service web interface (:1719) for troubleshooting.

Ensure that the H323 Terminal Type is set to 50.
In the screen shot below, the Remote Gatekeeper Address is the IP address of the Avaya PBX, and the Remote Gatekeeper Interface is the address of the Cyara Voice Gateway server. Ensure that these are correct.
Set the Remote Gatekeeper Alias Limit to 1 (as shown in the screen above). Note that the number of extensions registered per registration request (RRQ) for Avaya can go up to 12, but the recommended limit is 1 to maintain stability.
The SIP Interfaces fields indicate the IP address of the Cyara Voice Gateway server and the Port number. Ensure that these are correct.
The SIP Local Registrar Domains field indicates the IP address of the Voice Gateway server and the Port number. Ensure that these are correct.

Configuring Avaya Extensions

The Display Station [number] screen is where you configure the setup of the phone so that it will work with the Cyara Voice Gateway. Set the Type to H.323, and ensure that the Security Code matches the Remote Gatekeeper Password in the Cyara Voice Gateway Service.

If there are issues with registration, you may need to check the Status settings. In the General Status screen, ensure that Administered Type is set to H.323, the Extension is correct, and that the Service State is in-service/on-hook.

In the IP Endpoint Data screen, ensure the Registration Status is registered-authenticated and that the Authentication Type is DES-56.

Once the station is saved, you will need to duplicate it to set up the remaining stations. Type the command duplicate station xxxx (xxxx is the station that you just created). Press enter and the following screen will appear:

At this screen, you can add 16 additional stations (page 1 should be the only page modified in this step).

Hunt Group Setup*

*The Hunt Group (or Skill) is used to route calls to the agents that will be defined for use with CVA (Refer to your planning guide for the configuration). CVA does not specifically use this for any configuration, but you will need to define it in the vector that is used as the queuing VDN. This configuration is only required when Avaya is routing the calls. When Genesys is routing the calls, this configuration is optional.

To set up the Hunt Group, configure the following:

Review the ‘Skill’ table defined in the Planning section. Use the skill number to set up the hunt group.
Type the command add hunt-group xxx (where xxx is your Hunt Group number)
Fill out the following sections when the creation screen appears:
1. Page 1 of 4
  1. Group Name: Cyara Virtual Skill (adhere to your Corporate naming convention if necessary)
  2. Group Extension: xxxx (refer to the ‘Skill’ table for the Group Extension)

Group Type: ucd-mia

ACD? Y
Queue? Y
Vector? Y
Page 2 of 4
1. Skill? Y
2. Measured: internal (The use of both or external are also valid options)

Note: This setup allows for monitoring of the skill/agent interaction real time on the Avaya platform as well as generating performance reports

Once these items are populated in the form, select enter to confirm the change.

An example of a newly created Hunt Group (Skill):

Agent Setup

Finally, you will need to create a range of agents. These will be used to log into the stations that you previously configured and to accept calls using the newly added skill. For this document, we used a range of 64200-64209. We also initially created one agent to start and then duplicated the rest from it.

To set up the Agents, Cyara used the steps below:

Review the ‘Agents’ table defined in the Planning section. Use the first number in the range to set up the preliminary agent ID.
Type the command add agent-loginID xxxx (where xxxx is your agent ID)
Configure the following sections when the creation screen appears:
1. Page 1 of 3
  1. Name: Cyara Agent #1 (adhere to your Corporate naming convention if necessary)
  2. COR: x (refer to ‘COR’ in the ‘Agents’ table)
COS: x (refer to ‘COS’ in the ‘Agents’ table)
Auto Answer: none
Page 2 of 3
1. Enter the Skill Number (SN) and Skill Level (SL) on the first line of the form
Once these items are populated, select enter to confirm the changes.

An example of a newly created agent ID:

Once the agent is saved, you will need to duplicate it to configure the rest of the agent IDs. The procedure is as follows:
1. Type the command duplicate agent-loginID xxxx (xxxx is the agent ID that you just created); once you type the command and pressed enter, the following screen will appear:

At this screen, you can add 16 additional agent IDs on page 1 (this should be the only page modified as part of this step). Fill in the following items (use the same numbering and naming conventions as did with the original agent ID):
1. LoginID
2. Name
Once these items are populated for each newly added agent ID, select enter to confirm the change.

Configuring a Cyara Voice Gateway Endpoint via the Call Engine

CallEngine.conf

In the Call Engine configuration file, add the following keys under the SIP section:

ShouldRegister - the value should be True; if it is set to False, it won’t attempt to register
RegistrationCsvFile - the value should be a csv file containing registration information

For example:

  <SIP>
    <add key="Codecs" value="g711-ulaw-20ms"/>
    <add key="AllowedDtmfTypes" value="Inband" />
    <add key="TcpAsDefaultSipTransport" value="True" />
    <add key="AllowSipOverTcp" value="True" />
    <add key="ShouldRegister" value="True" />
    <add key="RegistrationCsvFile" value=".\register-opal.csv"/>
  </SIP>

RegistrationCsvFile

The csv file specified in CallEngine.conf should contain the following columns:

UserName - cyara
Password - <empty>
Identity - sip:cyara@<opal_ip>:<opal_sip_port>
Contact - sip:cyara@<ce_ip>:<ce_sip_port>
Domain - <opal_ip>:<opal_sip_port> NOTE: this has to match the Cyara Voice Gateway setting “Opal SIP Local Registrar”
Realm - cyara
TTL - Time to live, e.g. 300
XOpalAoRListFile - aor file
AuthenticationUserName - <empty>

Sample Configuration 1: Running the Cyara Voice Gateway and the Call Engine on the Same Machine (Collocated)

Call Engine IP - 192.168.10.52
Call Engine SIP Port - 5060
Opal IP [Remote Gatekeeper Interface] - 192.168.10.52
Opal SIP Port - 15060
Avaya PBX [Remote Gatekeeper Address] - 192.168.10.35

By default, the Cyara Voice Gateway and the Call Engine both listen on Port 5060. When they are located on the same machine, this causes a conflict. In this example configuration below, the Cyara Voice Gateway port has been changed to 15060.

Example Registration csv file*:

Username	Password	Identity	Contact	Domain	Realm	TTL	XOpalAorListFile	AuthenticationUserName
cyara		sip:cyara@192.168.10.52:15060	sip:cyara@192.168.10.52:5060	192.168.10.52:15060	cyara	300	opal-aor.txt

*later versions of Cyara may have more columns

Sample Configuration 2: Running the Cyara Voice Gateway and the Call Engine on Different Machines (Distributed)

Call Engine IP - 192.168.1.10
Call Engine SIP Port - 5060
Opal IP [Remote Gatekeeper Interface] - 192.168.1.22
Opal SIP Port - 5060
Avaya PBX [Remote Gatekeeper Address] - 192.168.1.129

When the Call Engine and the Cyara Voice Gateway are on different machines, you need to specify the IP address of the Call Engine.

Example registration csv file*:

Username	Password	Identity	Contact	Domain	Realm	TTL	XOpalAorListFile	AuthenticationUserName
cyara		sip:cyara@192.168.1.22:5060	sip:cyara@192.168.1.10:5060	192.168.1.22:5060	cyara	300	opal-aor.txt

*later versions of Cyara may have more columns

XOpalAoRListFile

The aor file contains no header, and each line represent a station, or a sequence of stations, that needs to be registered using the Cyara Voice Gateway server specified in the RegistrationCsvFile.

Avaya H.323 stations

Avaya H323 stations can be registered with the following format:

h323:<stations>@<gatekeeper_ip>;type=gk

Where:

Stations - can be a single station or a range with the format <begin_range>..<end_range>, the range is inclusive
Gatekeeper_ip - is the location of the Avaya PBX, and corresponds to the Remote Gatekeeper Address field in the Cyara Voice Gateway service

Example:

h323:32160..32164@192.168.1.129;type=gk

This entry registers 5 H.323 stations on the Avaya PBX 92.168.1.129

Avaya Session Manager (SIP) Integration

Avaya SIP Session Manager (SM) Endpoint

The following shows a sample configuration for a SIP telephone whose extension is 4445. Follow the same procedure for all such telephones. Avaya Session Manager is configured via System Manager. Use a web browser and enter “https://<ipaddress>/SMGR,” where <ip-address> is the IP address of System Manager.

On the site, log in using the appropriate credentials.
On the main configuration page, select User Management under Users. Click Manage Users then New to administer a new telephone user.
Under the Identity tab on the User Profile screen, enter the user details in the required fields.

The Login Name in this example is 4445@sip.avaya.com, which matches the extension number.
The Authentication Type in this example is set to Basic, the default setting.

Under the Communication Profile tab, click New under Communication Address. Set the Subtype to “username”, and fill in the extension portion of the Fully Qualified Address, for example, “4445”. The “@avaya.com” will be automatically filled in. Then click Add. This will move the entry to the table as shown in the screen below.
In the Session Manager Profile section, enter a value in the Primary Session Manager. In this example, this value is “sm1” (see screenshot above). This is the SIP entity name that was defined in the Routing > SIP Entities section.
In the Call Routing Settings section, set the Home Address. In this example, this value is “AACC-Melb” (see screenshot above). This is the Location name that was defined in the Routing > Location section.

H.323 Troubleshooting

This guide is written with the assumption that the Cyara Voice Gateway has been configured properly. The screenshots below have been takes from an SSH connection to the Avaya PBX using puTTY.

Unable to register single station

Station type

One of the common mistakes is that the station is created as an Avaya H.323 station, such as 9650, and not the generic type “H.323”.

To check if the station has been configured properly, run the command:

display station <station number>

3rd Party Endpoint Support

If stations cannot register, check that PBX has support for 3rd party H.323 endpoints enabled. To do that, run the command:

display system-parameters special-applications

The Cyara Voice Gateway registers one station at the time but not multiple stations

In some cases, the Cyara Voice Gateway has issues registering multiple stations even if it can register every station independently. If this happens, check that support for multiple logins is enabled. To do that, run the command: