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Version: 8.2

Set up integration with Avaya

Level: intermediate

Follow these steps to set up an Avaya integration with Creatio:

  1. Set up Creatio Messaging Service. Read more >>>
  2. Set up the message exchange library. Read more >>>
  3. Set up the Avaya parameters. Read more >>>

The Avaya integration requires a separate license in Creatio. You need to generate a license request, send it to our service team, upload the received license file into Creatio, and distribute licenses among users. Learn more: Creatio licensing and Manage user licenses.

Integration is only possible after complete preliminary Avaya setup by the phone integration administrator.

Important

When setting up telephony for a Creatio production environment, deploy Creatio Messaging Service on a separate node, not on the Creatio application server. For fault tolerance, we recommend configuring at least two nodes with Creatio Messaging Service and a balancer that redirects users if connection to one node is lost.

1. Set up Creatio Messaging Service (formerly Terrasoft Messaging Service)​

The messaging service lets you connect Creatio to Avaya via the DMCC .NET API integration protocol and distributes call events between Creatio users.

Important

Install Creatio Messaging Service on a .NET Framework Windows server to integrate Avaya PBX.

DMCC .NET API integration protocol requires licenses. The number of licenses should correspond to the number of Creatio users who simultaneously use Avaya phone integration. See Avaya documentation for more information.

note

Your PBX must include Avaya Application Enablement Services (AES) component for Avaya phone integration. The integration is available for AES server version 10.1.x and later.

  1. Before installing Creatio Messaging Service (CMS), verify that your environment meets these requirements:

    • .NET Framework 4.7.2 or later on the server where you are going to install Creatio Messaging Service
    • at least 2 Gb RAM and 20 Gb free disk space

  2. Contact Creatio support for the messaging service installation files or download the archive. Unpack the archive to a folder for smooth installation rather than running directly from the archive.

    Important

    Deploy CMS on a server connected to both the Creatio application server and the PBX. Learn more: Telephony integration basics.

  3. Run Creatio Messaging Service Install.msi on your designated message exchange server and complete the installation.

  4. Verify that the TerrasoftMessagingService is running in Windows Services. Start it manually if not.

  5. Navigate to the folder with the service files: C:\Program Files (x86)\Terrasoft Messaging Service. Configure Avaya connector parameters in the Terrasoft.Messaging.Service.exe.config file:

    <avaya serverIp="" port="4721" useSecureSockets="False" ctiUser="" psw="" protocolVersion="http://www.ecma-international.org/standards/ecma-323/csta/ed3/priv6" switchName="CM">...</avaya>

    See the list of configuration file parameters in the table below.

    Parameter caption

    Parameter function

    avaya serverIp

    AES server address.

    port

    Connection port to AES server. Default value: "4721" for the unsecured connection or "4722" for the secured connection.

    useSecureSockets

    The checkbox for the encrypted connection usage requires adding a certificate. By default, "False."

    ctiUser

    Avaya AES (Avaya AES user login) username.

    psw

    Avaya AES user password.

    protocolVersion

    The protocol used to connect to AES server. The default value: http://www.ecma-international.org/standards/ecma-323/csta/ed3/priv6.

    switchName

    Avaya (hostname Avaya switch) hostname switch.

  6. Test the phone integration.

note

Follow these instructions if you need to update the Creatio Messaging Service.

2. Set up the message exchange library​

Message exchange library selection and setup is performed once by the system administrator.

  1. Open the System Designer by clicking btn_system_designer00001.png in the top right corner of the application window.

  2. Click System settings in the System setup block.

  3. Open the "Default messages exchange library" ("SysMsgLib" code) system setting and set its default value to "Telephony integration library based on Avaya (DMCC) protocol."

  4. Open the "Message exchange server" ("SysMsgServerNode" code) system setting. In the Default value field, specify the message exchange network address in the following format: "ws://0.0.0.0:2013" if your website is served over HTTP or "wss://0.0.0.0:2013" if your website is served over HTTPS, where:

    • "0.0.0.0" is IP address that your Creatio users use to access your message exchange server.
    • "2013" is the port used by default for connecting to the messaging service. You can change the port number in the C:\Program Files (x86)\Terrasoft Messaging Service\Terrasoft.Messaging.Service.exe.config file.
    note

    If your website is served over HTTPS and secure (WSS) connection is used for WebSockets, you will need to install a security certificate on the message exchange server and specify it in the configuration files of the message service. Learn more: Configure a WSS phone service connection.

  5. Save the changes.

3. Set up the Avaya parameters​

These settings should be applied for each Creatio user who received Avaya integration license. Use the user login credentials to access the system.

  1. Open the user profile page by clicking the Profile image button on the main page of the application.

  2. Click the Call Center parameters setup button.

  3. On the opened page, fill out the required values:

    1. The Disable Call Center integration checkbox allows you to disable Creatio integration with the phone integration. The call button will not be displayed on the communication panel of the application.
    2. The fields Agent's Id and Password are the agent's data on Avaya server.
    3. The Number field is the agent's number on the Avaya server.
    4. The Enable debugging checkbox allows you to display troubleshooting information within the browser console. This troubleshooting information can be used when the phone integration runs into problems and the customer addresses the service team.

  4. Save the changes.

  5. Refresh the browser page to apply the changes.

See also​

Manage calls

Communication panel

Set up integration with Asterisk

Set up integration with Cisco Finesse

Set up integration with TAPI

Set up integration with CallWay