AACC 6.2 - How to convert Master_Script from graphical flow back to text

If you occasionally converted your Master_Script to graphical flow and now
realize what a nightmare to use it for day-to-day changes there is a way to convert
it back to text.

Starting from version AACC 6.3 you can do it officially from Orchestration Designer
but for AACC 6.2 and earlier you need some tweaking :)

1) Start Orchestration Designer
2) Select your CCMS server and copy it to Local view
3) Now go to the installation path of OD
C:\Program Files\Avaya\Contact Center\SCE\LocalData
4) Open file LocalWorkBenchModel.xml
5) Search for "Master_Script"
6) Change isFlow from YES to NO
7) close and reopen OD
8) Connect again to your CCMS
9) In Local view open Master_script - and change something (for example - you can add new comment)
10) Synchronize Local view with your CCMS
and you will see that Master_Script flow will be replaced with script version of Master_Script from Local view.



Avaya CS1000 Outbound calls cheap solution

What could be the cheapest solution for Outbound campaign in Avaya AACC?

Microsoft Excel!

Lots of small/medium companies who doesn't have or need something more sophisticated just do manual outbound calls and use Microsoft Excel lists to track outbound calls statuses.

Next move - if you already have some sort of CDR collector - Avaya CDR Toolkit (see my previous posts) or something else - you can configure additional outbound route on your PBX with for example trunk access code 88 and then configure digit manipulation table to remove first 4 digits.
Now when agent dials 88XX (4 digits) CDR will show that this particular called number has prefix 8801, 8802.

So, logically you can assign each code 8801, 8802 etc to either different outbound campaigns or clients or anything you want..

Now, in your CDRs you will be able to find outbound calls associated with specific outbound campaign.


Avaya CS1000 CDR collector

Starting from release CS1000 7.5 (maybe even earlier) Avaya offers toolkit that allows you to configure CDR collection ( Avaya CDR/Traffic Toolkit 2.0)

It is available on devconnect:


Because it is a toolkit you still need some development to make it work.
I've created a simple script that saves content of the CDR output  text file to MS SQL database.
You need to create a table with format described in bcp.fmt format file and schedule this script to run every 15 minutes (default output time of Avaya CDR collector).



Avaya MPS 500 ports logon/logoff script

If you happen to have Avaya MPS 500 IVR with Lineside E1 or T1  cards integrated with AACC, you might find these scripts useful.

They allow to logon/logoff  MPS ports right from windows console.

I know that other uses might use different approach (for example GUI PeriPro application) but I find these scripts quite useful and faster than GUI.

Edit them according to your particular situation:

vsh -C #css.1 csvapi thisdevice 999800 agentid 888141 loginid 888141 ctifunction agentsetlogoff
where 999800 - PositionID of MPS port (KEY 0)
          888141 - AgentID - could be any number
                                 (only restriction they shouldn't conflict with real agents AgentIDs)


Enjoy it!


Virtual office (CS1000)

Some people ask me about how to configure Virtual office feature and how it is licensed.
CS1000 Virtual office feature is basically an analog of Cisco Hoteling mode, that allows phone profile portability for Avaya CS1000 IP phones.

I think the main reason for all these questions is that because official documentation is quite complicated on this matter and that may cause some confusion. So, this is why 2 years ago I created a document explaining how to implement this feature in simple words (at least I believe so :).

Here is the link for those who is interested.


Avaya LAB on VMWare

Apparently you can install almost whole suite of Avaya Aura products on VMWare, it is not a secret.
But officially until release of Avaya Aura 7 you still need Media gateway (even if you need SIP-only solution). You can buy cheapest one, something like G.430.  And I'm not talking about production environment.

But what if you want to build Avaya lab and don't want to spend money on gateways?
There is unofficial solution for this problem:
1) Install Avaya CM 6.x on VMWare.  Assign IP address to it (for example
2) Temporarily shutdown Avaya CM vm
3) Install System Platform 6.x on VMWare
4) Install MBT 5.2.1 template with Media services
5) When you will be installing MBT assign to CM 5.2.1 the same IP that you assigned previously to CM 6.
6) At some point during installation you are asked to add gateways. Add G.650 and assign ip addresses
(IPSI, medpro etc...).
7) When the installation of MBT is finished you can disable all templates except Media services (named COBAR).
8) Start your Avaya CM 6.x  and start configuring G.650 as if it is a real hardware component
9) Now you can establish SIP trunk between CM and SM, register H.323 phones, play announcements etc..

Thanks to people who discovered that feature:

Basically Media services is the emulation of hardware gateways. 
This method is not suitable for production environment, and also you still need licenses otherwise it will only work 30 days. But for lab and learning - why not?

For testing purposes I installed - CM, SM, SMGR, AES, Unity, CMM,CMS, AAEP on only one hardware server with VMWare ESXi. It is slow, but enough speed to test software features and practice in installing Avaya software.