cti

[mrjedi]

i currently have a cm2 s8300 which has a cti application to screen pop a remedy database. Callers enter their reference numbers and agents get a screen pop. Fairly simple application. There is a CTI server involved. Now we are going to upgrade to CM3. Does this mean we need to get an AES server? Does anyone have an answer to this. Avaya said we need the AES server but thats probably because they want us to spend money.

thanks in advance

 

[nohuhu]

mrjedi,

avaya's right, you'll need aes server. cm3 doesn't support co-resident dlg.
but you can save money on this for sure. you don't need to change the server hardware, only software and upgrade from avaya ct to aes is not too expensive. in short, you buy only new software and install it over the existing hardware.

 

[NotBear]

If you have CTI server connected to switch via MAPD card, then you can probably use MAPD on CM3. The MAPD card is end of life shortly though (to make you buy AES!). If you have CTI server connected via CVLAN R9 or Co-Resident DLG, then you will need an AES server, unfortunately.

 

[mrjedi]

dwalin

i thought we will still need the ct server as this talks to the remedy database. i have a cd for software installation but what licenses will i need to install on the aes server

 

[nohuhu]

mrjedi,

nope, you will not need ct server any more. that's because aes is essentially the same but built on linux platform instead of windows. ct server can talk to remedy database either using dlg/cvlan or tsapi/jtapi protocols, all of these are available on aes server.
to install aes server, you'll need two cds with aes software and also you'll need two first cds with redhat enterprise linux version 3.0 update 4. please note that if you try to install different linux version you may encounter problems with aes installation, so i advise you to use exactly this linux version: 3.0 update 4. first install linux using typical installation, then install packages from the first aes disk (according to documentation) and then you can install aes software itself from the second cd. note that installation process is quite lengthy so if you plan to use the same server hardware that was used for ct server, you'll have outage for four to six hours.
after installing linux and aes software, make sure you install latest aes service pack available on support.avaya.com, without it you can't install license file, it will say "license incorrect". after installing this service pack you will be able to install license file. it is a signed xml file available from rfa site (via your vendor or avaya itself). note that license is tied to so-called "host id" which is essentially is no more than mac address of the first ethernet adapter. if you have just one ethernet nic in your server, then no problem -- take its mac address and use it for generating license. if you have more than one nic, you have a problem, because no one can say beforehand which exacly nic the aes web licensing manager will count as a first. i myself prefer installing aes first, going to its weblm and using the number it reports as host id to generate license and install it afterwards, but this approach takes time.
overall, i'd suggest you to take second server, install aes on it, install licenses and configure it, import security database from ct server and then replace communication manager software and ct server with aes server in one cut. done properly, there shouldn't be any problems with this. if you're not sure you can do it yourself, better contact some reliable vendor.
but of course, if it's no problem for you to have one or two days' downtime, you can go without second server.