Communication

For Details on how Switches Work, please see your Organizations Switch Technicians.  The Switch Interface Modules for PCR-360 for Avaya and Cisco are designed to Emulate Switch Operations and sync values entered directly with the Switch.

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Avaya

System Requirements

The Avaya Communication Interface is not a part of general PCR-360 functionality and requires the purchase of a license. 

Please contact Professional Services to request a license, and confirm your system meets all requirements.

Authorization Codes

'Authorization Codes' can be added, edited and deleted by a User within PCR-360, and enable a User to be able to allow privileged individuals to use other stations for phone calls. The Authorization Code is able to override normal permissions of the station by it's associated to a 'COR (Class of Restriction)' to define the behavior expected of that station. All Authorization Codes are expected to be numeric values and the length is configured in the switch.

The Call Manager can be selected using the   button on the Authorization Code grid.

Add Authorization Code

Navigate to Main > Communication > Avaya > Authorization Code and perform these steps to create a new Authorization Code from the Authorization Code Grid. This will create a new Authorization Code within PCR-360 and the switch, and relate it to a COR defined in the switch.

1. Click the  button.

2. Enter the desired details for the Authorization Code and COR.

3. If it is desired to have this change occur at a later date or time, set the field to the desired date and time.

   • If not manually set, when the Form is saved, the current date and time will be populated.

4. Save the Form.

5. The Authorization Code and COR appear in the grid.

Edit Authorization Code

Navigate to Main > Communication > Avaya > Authorization Code and perform these steps to update an Authorization Code from the Authorization Code Grid.  The Authorization Code will be updated within PCR-360 and the switch, to the existing COR defined on the switch.

1. Choose an item from the grid and double click or select and click the button.

2. Change the details for the Authorization Code and COR.

3. If it is desired to have this change occur at a later date or time, set the field to the desired date and time.

   • If not manually set, when the form is saved, the current date and time will be populated.

4. Save the Form.

5. The COR is now updated in the grid.

Delete Authorization Code

Navigate to Main > Communication > Avaya > Authorization Code and perform these steps to remove an Authorization Code from the Authorization Code Grid. This will remove the Authorization Code from both PCR-360 and the switch, so that it can no longer be used to grant access to Users.

1. Select an item in the Grid and click the  button.

2. The item has been removed from the grid.

Class of Restriction (COR)

The COR grid contains a list of all CORs stored by the Call Manager. Only the description is stored within PCR-360, everything else is queried from the Call Manager which means  CORs can not be 'Added' or 'Deleted', only 'Updated'.  From the grid, the Call Manager can be selected using the   button.

CORs act as blocks on a phone's capabilities to make calls.  Types of things that could be manipulated by a COR include 'Calling Restrictions', 'Automatic Callback' and 'Disallowed List Assignment'. CORs allows for a more personalized level of control of individual phone stations permissions.

Edit a COR

In order to update a COR, a User can follow these steps to use PCR-360 to perform the update. This will make the relevant changes for the COR in the switch.

1. Open a COR by selecting it from the grid and clicking the  button.

2. Update the COR as desired.

3. Save the COR by clicking the  button .

Stations

(picture of Avaya > Stations Grid, required Nav Menu to be rebuilt)

The Call Manager can be selected using the   button on the Stations grid.

Stations can be Added, Edited individually or in Bulk, or Deleted from the Stations grid.

Add New Station

Click the   button to open the Add New Station form to create a new Station.

Edit Station

Select a Station in the grid and click the   button to update the Station.

Bulk Update Station

To updated multiple records at once, select the desired records from the Grid, then click the button, to open the Bulk Update form.

Delete Station

Select a Station in the grid and click the   button to remove the Station.

Device Defaults

Add Station Device Defaults

To add a new record, the User first clicks the   button, and selects the desired device to set a default for.

Edit Station Device Defaults

Select a Station in the grid and click the   button to update the Station's Default Devices.

Audit Grid

The Avaya 'Audit Log' is the primary reason to utilize the Avaya Switch Interface within PCR-360.  By use of the Audit Logs, a User is able to see what updates were performed when, and who made them.

When numerous records are created, PCR-360 begins an archiving process to store the older records into other tables to improve performance.  To access archived records use the Table Selector field on the grid header.

Service Desk

Avaya Integrations with Service Order Actions

A Service with the Service Host of Avaya and a Pending Service Order for that Service is Required to perform the following Actions.

When selecting the ,  or  buttons the User will be presented with the list of available. PCR-360 supports integration with Avaya Authorization Codes and Stations.

Add Action

Authorization Codes

In order to add a new Authorization Code to a Service, perform for following steps:

1. Add an Action within Service Desk, for the desired Service.

2. On the Communication Tab of the Service Order Action, add an Authorization Code by clicking the  button, and selecting Authorization Code.

   • Fill in the Code and COR so that the system knows it is desired to add a new Authorization Code.

3. 'Complete' and 'Finalize' the Service Order to persist the change throughout PCR-360 and the switch.

Stations

In order to add a new Authorization Code to a Service, perform for following steps:

1. Add an Action within Service Desk, for the desired Service.

2. On the Communication Tab of the Service Order Action, add a Station by clicking the  button, and selecting Station.

   • Fill in the details for the new Station so that the system knows what is desired to be created.

3. 'Complete' and 'Finalize' the Service Order to persist the change throughout PCR-360 and the switch.

Change Action

Authorization Codes

In order to update an existing Authorization Code on a Service, perform for following steps:

1. Add an Action within Service Desk, for the desired Service.

2. On the Communication Tab of the Service Order Action, add an Authorization Code by clicking the  button, and selecting Authorization Code.

3. Select the Authorization Code to be updated in the Select an Existing form.
   

   

    

4. Fill in the Code and COR so that the system knows it is desired to update an existing Authorization Code.

5. 'Complete' and 'Finalize' the Service Order to persist the change throughout PCR-360 and the switch.

Stations

In order to update an existing Station on a Service, perform for following steps:

1. Add an Action within Service Desk, for the desired Service.

2. On the Communication Tab of the Service Order Action, add a Station by clicking the  button, and selecting Station.

3. Select the Station to be updated in the Select an Existing form.
   

   

    

4. Fill in the Code and COR so that the system knows it is desired to update an existing Station.

5. 'Complete' and 'Finalize' the Service Order to persist the change throughout PCR-360 and the switch.

Remove Action

Authorization Codes

In order to remove an existing Authorization Code from a Service, perform for following steps:

1. Add an Action within Service Desk, for the desired Service.

2. On the Communication Tab of the Service Order Action, add an Authorization Code by clicking the  button, and selecting Authorization Code.

3. Select the Authorization Code to be removed in the Select an Existing form.
   

   

    

4. 'Complete' and 'Finalize' the Service Order to persist the change throughout PCR-360 and the switch.

Station

In order to remove an existing Station  from a Service, perform for following steps:

1. Add an Action within Service Desk, for the desired Service.

2. On the Communication Tab of the Service Order Action, add a Station by clicking the  button, and selecting Station.

3. Select the Station to be removed in the Select an Existing form.
   

   

4. 'Complete' and 'Finalize' the Service Order to persist the change throughout PCR-360 and the switch.

Cisco

Functionality Across Cisco Interface Grids

All grids that are present in the Cisco Interface with PCR-360 allow for:

• Selecting the Call Manager with the  button.

• Add new records with the  button.

Note: the 'Gateway' grid can not add new records.

• Update existing records with the  button.

• Remove existing records with the button.

Note: the 'Gateway' grid can not add new records.

The 'Cisco Audit Log' can only view records of when updates were made.

This interface module emulates what is already available on the Call Manager. As such much of this Article will just provide an example of what the Grids and Forms look like.

System

Server

Phone NTP Reference

Physical Location

MLPP

Security

Geolocation Configuration

Call Routing

AAR Group

Intercom

Route Partition

Calling Search Space

Directory Number

To updated multiple records at once, select the desired records from the Grid, then click the button, to open the Bulk Update form.

Click the   button to begin the 'Bulk Update' process.

Class of Control

Partition

Calling Search Space

Forced Authorization Codes

Directory Number

To updated multiple records at once, select the desired records from the Grid, then click the button, to open the Bulk Update form.

Click the   button to begin the 'Bulk Update' process.

Advanced Features

Voice Mail

Voice Mail Pilot

Voice Mail Profile

SAF

SAF Security Profile

SAF Forwarder

Device

Gateway

Phone

To updated multiple records at once, select the desired records from the Grid, then click the button, to open the Bulk Update form.

Click the   button to begin the 'Bulk Update' process.

Remote Destination

Device Settings

Phone Button Templates

Common Device Configurations

Device Defaults

Device Defaults are specific Service Host Type, not a specific Service Host.

^{Analog Endpoint}

^{Analog Phone}

User Management

Application User

End User

User Group

SIP Realm

Audit Log

The Cisco 'Audit Log' is the primary reason to utilize the Cisco Switch Interface within PCR-360.  By use of the Audit Logs, a User is able to see what updates were performed when, and who made them.

When numerous records are created, PCR-360 begins an archiving process to store the older records into other tables to improve performance.  To access archived records use the Table Selector field on the grid header.

Cisco Switch Interfacing with Service Desk

A 'Service' with the Service Host of Cisco and a Pending Service Order for the Service are Required to perform the following Action.

Service Desk can appropriate a number of different types of items on the Cisco switch:

'Analog Endpoints' and 'Analog Phones'

'Devices'

'Directory Numbers'

'End Users'

'Forced Authorization Code'

Add Item

When adding new Analog Endpoints and Analog Phones, depending on the CISCO_AUTO_ASSIGN_ENDPOINT configuration, the Endpoint will be automatically assigned depending on available Servicing Equipment for the Service Desk Action's Location.

If a new item is needed to be provisioned on the switch, perform the following actions:

1. Add an Action of type: Miscellaneous within Service Desk, for the desired Service.
   

   

2. On the Communication Tab of the Service Order Action, click the  button.

3. From the dropdown menu of the button, select the type of Item desired.
   

   

4. Fill out the details for the selected item.

5. 'Complete' the Service Order to persist the change throughout PCR-360 and the switch.

Change Item

If an existing item is needed to be updated on the switch, perform the following actions:

1. Add an Action of type: Miscellaneous within Service Desk, for the desired Service.
   

   

2. On the Communication Tab of the Service Order Action, click the  button.

3. From the dropdown menu of the button, select the type of Item desired.
   

   

4. Select the existing item from the form.
   

   

5. Fill out the details for the selected item.

6. 'Complete' the Service Order to persist the change throughout PCR-360 and the switch.

Remove Item

If an existing item is needed to be removed from the switch, perform the following actions:

1. Add an Action of type: Miscellaneous within Service Desk, for the desired Service.
   

   

2. On the Communication Tab of the Service Order Action, click the  button.

3. From the dropdown menu of the button, select the type of Item desired.
   

   

4. Select the existing item from the form.
   

   

5. 'Complete' the Service Order to persist the change throughout PCR-360 and the switch.

Service Hosts

Service Hosts

The items on the Service Hosts grid populate the drop-down lists of Service Hosts that occur throughout the application. Service Hosts define specific types of services that have special permissions associated with them. An example would be: adding Cisco VoIP service to part of your organization. By defining Cisco VoIP as a Service Host a User can then specify the Equipment (and subsequent Service Locations) tied to this Service Host. This enables you to view your organization by Service Hosts as well as eliminate errors by trying to add, for example, TDM voice services where only VoIP services exist and vice versa. By adding items to the grid, Admin Users can add to these lists; by editing existing items, Admin Users can change the contents of these lists; and by deleting items from the grid, Admin Users can reduce these lists.

In any case, the items on the Service Hosts grid represent the hosts that provide phone or other services for the User's organization or its customers.

Adding a Service Host

Navigate to the Service Hosts grid (see image above) by opening the 'Admin' tab and clicking on the node labeled 'System Tables', then the node labeled 'Service Hosts'.

To add a new Service Host to the grid, click the button located immediately above the grid.

In the Service Host data entry form (see image above), the user is prompted to define two required fields: 'Name', and 'Host Type'.

Users can also define a default 'NPA' and 'NXX' to be used during call file processing.

Using the tabs displayed in the graphic above, Admin Users can also add Equipment to the Service Host and add Vendors associated with the selected Service Host.

In the middle section of the form, labeled 'Access Data', Admin Users specify how the system can access this Service Host. These settings are used by the Communication/Switch Modules to connect to the host. The Admin user can set access data by 'IP Address', 'Network Port', 'Username', 'New Password', 'WSDL URI', and 'Version' (see figure below).

Saving the New Service Host

Once all Required fields have been satisfied, click the button located at the bottom of the Service Host data entry form. The new Service Host will appear as an item on the original Service Hosts grid and will be available as a selection whenever a 'Service Host' field is encountered throughout the application.

Editing Existing Service Hosts

Admin Users can edit existing Service Hosts by double-clicking on any item on the Service Hosts grid or by selecting an item and clicking the button located immediately above the grid.

This opens the item's Service Host data entry form, at which point the User can define the item's inputs by following the protocol established earlier in this section. Once all Required fields have been satisfied, click the button at the bottom of the form.

Admin Users can delete existing Service Hosts by selecting the appropriate item on the Service Hosts grid and clicking the button located immediately above the grid. The deleted Service Host will no longer appear as an option when users encounter a 'Service Host' data field throughout the application.

Exchanging Data With External Data Stores

Service Hosts can be set up to take advantage of remote data resources via Internet-based APIs. This section will explain how to set up API Service Hosts and utilize them in PCR-360.

Set Up An API Service Host

1. Go to Admin > System Tables > Service Hosts

2. Open a new Service Host, and select "REST API" on the Host Type list. The form will update, changing some of the inputs available. The image above shows a sample of the data needed for the new Host.

3. If the API you're using requires specific HTTP headers, you can use the "Data Encoding" list to select some pre-set headers. You can customize them in the "Request Headers" box. Enter one complete header per line. If you modify the presets, they won't be changed if you select a different "Data Encoding" item. Clear the text box if you want to switch Encoding types to use different preset headers.

4. Enter the URL to the API that will process your data. The "https://" is optional, but our Service Hosts will only send requests over an encrypted connection. APIs that don't support encrypted connections are not supported and strongly discouraged.

5. To make the Host reusable, use only as much of the API URL as is necessary to establish the connection. For example, many APIs use path segments to indicate how a request should be routed:

   • https://some-other-host.com/api*/customers/1234?*first_name=Jeff*&*last_name=Smith*
     could indicate the customers table, ID # 1234 should update first_name and last_name to the provided values.

   • https://some-other-host.com/api*/order/add
     could mean that an Order needs to be generated. Perhaps this API requires a JSON data object instead of a query string that would look like:

     JS

     {
       "45-abc-67": 1000,
       "~staples":  400,
       "SD_NUMBER": [the Service Desk Number from PCR-360]
     }
     

     This may indicate 1,000 of part # 45-abc-67 and 400 of something that looks like "staples", and the ServiceDesk SD Number is needed.

   • Notice the only common part of the above examples is the URL entered in the sample image. Everything after "api/" changes depending on what kind of request you're making. Provide the minimum part of the URL you need. The part of the URL that changes will be set in the Escalation Sequences.

6. If your connection requires authentication, provide the Username and Password. The password will be securely encrypted in the database. Some APIs use a Key string that acts as authentication so you don't need a User/Pass pair. You may need to provide the key as a parameter in the Escalation Sequence, or include it in the Host URL input above. Address specific requirements with the API owner.

7. Some APIs may also require usage of a configuration file, version, or specific network port to establish connection and/or exchange data. Fill these in as needed.

8. When all information is complete, Save the Service Host. Note that you cannot change the "Host Type" of existing Service Hosts anymore. This is to avoid retaining or adding invalid data, or removing necessary data, for a given Host Type.

The Service Host is now ready for setting up Escalations REST Sequences.

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