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Workplace client - customer service mode

Workplace client - customer service mode

Workplace client - customer service mode

(OP)
I've noticed in the 3.20 release notes for the (IX) Workplace client on Windows that it says:

Quote (Avaya)

Additional Avaya Contact Center Elite Agent features – Agent bar user interface with Agent states

I can't find any instructions on how to enable the Elite agent features in the Workplace client and the docs I can find say it is only for IoS clients.

Does anyone have a link for a guide or has enabled this with the Workplace client

Biglebowskis Razor - with all things being equal if you still can't find the answer have a shave and go down the pub.

RE: Workplace client - customer service mode

At first it was only iOS.

I just checked my settings. All you really need is agent_enabled to make the option appear in the settings and having a map to some aux work codes.

The UI on Android makes you not push the blinky yellow button to go available but makes you click the little down arrow to the right of it to change states. That'll confuse you :)

SET AGENT_ENABLED 1
SET AUX_REASON_CODES "1:Bathroom,2:Breakfast,3:Lunch,4:Dinner,5:RONA,6:Training,7:Meeting,8:ROOF,9:ROIF"

RE: Workplace client - customer service mode

(OP)
Fantastic, have added the options to the AADS dynamic configuration and I now get customer service mode in the accounts.

Many thanks for that.

Biglebowskis Razor - with all things being equal if you still can't find the answer have a shave and go down the pub.

RE: Workplace client - customer service mode

i love simple questions with simple answers!

RE: Workplace client - customer service mode

Does anyone have a doc or a link on how to set up the clients with AADS?

RE: Workplace client - customer service mode

(OP)
I've got the workplace client working with the SBC and AADS so the user can login automatically using their domain account. Have also got the free "workplace agent" licences installed on the SMGR WebLM now

The client is working for telephony but I can't find any instructions to enable the agent/customer service functionality or how to link an agent ID to the extension/SIP profile?

Biglebowskis Razor - with all things being equal if you still can't find the answer have a shave and go down the pub.

RE: Workplace client - customer service mode

I didn't think it was a licensed feature - I certainly didn't have any. Are you sure the license isn't for AAfD? That requires a license.

Otherwise, with just the 2 settings I have, autoconfigure brings up a customer service login. If "Customer Service" is enabled in the settings it'll make available something in accounts to punch in your agent/pw

I suppose if you had specific per user configs in AADS you could automagically push that.

RE: Workplace client - customer service mode

(OP)
The licences are free if you have One-X agent or AAfD licences alreday, there is a zero cost licence code you need to give Avaya and they will provide the equivalent number of Workplace Agent licences for free



I've set my extn up as J179CC as per the docs but the customer service button is greyed out and I can't click it across



Here's the options I have enabled within the AADS dynamic configuration for agent:




Here are the options I get if I log into the AADS URL we use for auto configuration:

## File Generation Notes
## Avaya Dynamic Configuration Service does not recognize User-Agent - Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/96.0.4664.110 Safari/537.36

SET SIP_CONTROLLER_LIST "<AADS URL>:5061;transport=TLS,<AADS URL>:5060;transport=TCP,<AADS URL>:5060;transport=UDP"
SET SIPPROXYSRVR <AADS URL>
SET SIPPORT 5061
SET SIPSECURE 1
SET SIPENABLED 1
SET SIPDOMAIN <our sip domain>
SET SIPUSERNAME 72047
SET SIPHA1 e9dc966d02c885923712cd5520103fcd
SET DIRTYPE ACTIVEDIRECTORY
SET AGENT_LOGIN_ID ""
SET AGENT_WORK_CODE ""
SET ACSSRVR <AADS URL>
SET DIRIMATTRIBUTE mail
SET AGENT_PASSWORD ""
SET ENABLE_BUTTON_MODULE 1
SET DIRSRVRPRT 5056
SET DIRSECURE 0
SET DIRTIMEOUT 20
SET COUNTRY UK
SET DIRENABLED 1
SET DIRSSO 1
SET RTP_PORT_RANGE 1280
SET DIRUSEIMDOMAIN 0
SET DIRMAXENTRIES 10
SET DIRTOPDN "xxxx"
SET ACSSSO 1
SET ENABLE_PRESENCE 1
SET DNSSRVR x.x.x.x
SET TRUSTCERTS ""
SET RTP_PORT_LOW 2048
SET ACSSECURE 1
SET DIR_CONTACT_RESOLUTION_ENABLED 1
SET AGENT_ENABLED 1
SET DIRSRVR <AADS URL>
SET EC500VOICEMAILNUMBER 77777
SET DIRSCOPE LDAP_SCOPE_SUBTREE
SET ACSPORT 443
SET AGENT_AVAILABILITY_AUTO 0
SET LICENSE_SERVER_URL https://<AADS URL>:443/WebLM/LicenseServer
SET SIPSSO 1
SET AGENT_SKILLS ""
SET ACSENABLED 1
SET ENABLE_3PCC_ENVIRONMENT 0
SET LOCKED_PREFERENCES "SIP_CONTROLLER_LIST,SIPPROXYSRVR,SIPPORT,SIPSECURE,SIPENABLED,SIPDOMAIN,SIPUSERNAME,SIPHA1,DIRTYPE,AGENT_LOGIN_ID,AGENT_WORK_CODE,ACSSRVR,DIRIMATTRIBUTE,AGENT_PASSWORD,ENABLE_BUTTON_MODULE,DIRSRVRPRT,DIRSECURE,DIRTIMEOUT,COUNTRY,DIRENABLED,DIRSSO,RTP_PORT_RANGE,DIRUSEIMDOMAIN,DIRMAXENTRIES,DIRTOPDN,ACSSSO,ENABLE_PRESENCE,DNSSRVR,TRUSTCERTS,RTP_PORT_LOW,ACSSECURE,DIR_CONTACT_RESOLUTION_ENABLED,AGENT_ENABLED,DIRSRVR,EC500VOICEMAILNUMBER,DIRSCOPE,ACSPORT,AGENT_AVAILABILITY_AUTO,LICENSE_SERVER_URL,SIPSSO,AGENT_SKILLS,ACSENABLED,ENABLE_3PCC_ENVIRONMENT"
SET OBSCURE_PREFERENCES ""

RE: Workplace client - customer service mode

I'd think System Manager would be the WebLM. AADS doesn't have one.

Though, I have been using it without a specific license. Maybe CM handles it in the background for me like a one-x agent, I dunno

That, and aux work codes - if you're forcing them as 1 or 2 digit in your setup, you need the equivalent in AADS.

RE: Workplace client - customer service mode

Our customers are primarily using standalone WebLMs for the Remote Worker solution due to the internet facing nature of it. I have not seen anything from Avaya suggesting how to log these things down yet.

RE: Workplace client - customer service mode

(OP)
WebLM is on SMGR, I just did a find/replace in notepad to hide and mention of our domain

I'm not even close to aux codes yet as I can't even get the agent log in button on the softphone.

Is there a guide for workplace agent as avaya do seem to be fairly rubbish at documentation?

Biglebowskis Razor - with all things being equal if you still can't find the answer have a shave and go down the pub.

RE: Workplace client - customer service mode

I had no specific licenses for it and I was setting up a test hunt group for workspaces for elite, so i had that working already.

Make a 9600SIP/J login from the SBC then you know you're just working with the client.

RE: Workplace client - customer service mode

(OP)
can't do that, this SBC is dedicated to remote workers and the outside interface is in a DMZ, plus I'm WFH as we aren't allowed into the office.

My workplace client is able to make/receive calls ok via the remote worker SBC.

Biglebowskis Razor - with all things being equal if you still can't find the answer have a shave and go down the pub.

RE: Workplace client - customer service mode

what version of workplace? windows/android?

RE: Workplace client - customer service mode

(OP)
Windows 3.23

Biglebowskis Razor - with all things being equal if you still can't find the answer have a shave and go down the pub.

RE: Workplace client - customer service mode

(OP)
Does anybody know anything about "workplace agent mode"?

No matter what I try I can't get this bloody stupid software to work!!!

Biglebowskis Razor - with all things being equal if you still can't find the answer have a shave and go down the pub.

RE: Workplace client - customer service mode

Button Module and agent functionality configuration on
Windows platform
This chapter describes information to configure Button Module on Windows platform.
You must configure the ENABLE_BUTTON_MODULE parameter with value 1 to enable Button Module. You can
then view the Unified Communications feature buttons depending on your configuration.
To view the Contact Center feature buttons on Button Module with Avaya Workplace Client on Windows, you
must perform the following tasks:
• For all SIP extensions, on page 1 of the Station screen, set Type to J169CC or J179CC.
• For all SIP extensions, configure the Agent Login, Auto In, Manual In, After Call Work, Not Ready that is AUX,
Change Skill, and Call Work Code buttons.
• Add the add-rem-sk button for the user extension so that the user can add or remove any available skills when
needed.
• Enable the Add/Remove Agent Skills field on the Class of Restriction page that is assigned to the station with
agent ID.
• Configure the hunt groups and agent skills, and assign users to each hunt group or skill. Avaya Workplace Client
then routes calls to users depending on the skill set.
• Configure the Allow Agent to Activate Call Forward field on the Class of Restriction page so that the user can
activate call forwarding when needed.
• Configure the agent specific parameters in the settings file.

RE: Workplace client - customer service mode

(OP)
I've done all of that (and read pretty much everything on it)

In the screenshot you can see I have the button module enabled, I've already said I've set the endpoint to J179CC and have all the agent functions set in AADS and changed the COR etc

I've created a new agent id, Vector, VDN and skill for workplace testing as well

Agent id---64555
Hunt/Skill---74555---555
Vector---5555
VDN---70555
AgentID---64555

Biglebowskis Razor - with all things being equal if you still can't find the answer have a shave and go down the pub.

RE: Workplace client - customer service mode

(OP)
One thing I have noticed whilst running traces is that the AADS and PPM relay doesn't work at the same time

I have reverse proxy relays setup for PPM, AADS and WebLM

PPM---outside B1 port 443---inside A1 port 443 to session manager + PPM mapping profile
AADS---outside B1 port 443---inside A1 port 443 to AADS
WebLM---outside B1 port 52233---inside A1 port 52233 to SMGR

PPM mapping profile

sip server profile = SM8
server type = session manager TLS 5061
SBC device = outside (sig int) TLS 5061

Biglebowskis Razor - with all things being equal if you still can't find the answer have a shave and go down the pub.

RE: Workplace client - customer service mode

Are you using the same IP for PPM/AADS? If your FW is open on other ports, you can try AADS on a front end port of 8443 or something.

Otherwise, and I've never bothered to try it with 9600s or J100s, but you'd have to tweak that FQDN list in the settings file to make the phone map the public IPs to FQDNs so when PPM comes from SM and the SBC changes it from a private to a public IP, the phone gets that public IP and substitutes the FQDN when it goes to https://xxxxx/PPM

Workplace shouldn't care - if your SIP server is sm1.abc.com then it should make a request to https://sm1.abc.com for PPM regardless of mapping profiles or anything else.

It matters if you have PPM and AADS on the same IP and port because if you have 1 reverse proxy on a IP/port that DOESN'T have a listen domain, it by default overrides everything and is the first match.

So, if your 2 reverse proxies had listen domains sm1.abc.com and aads.abc.com, they'd both work provided the thing requesting PPM had https://FQDN/PPM in it's request and not https://a.b.c.d/PPM.
That's why they leave the listen domain blank for hardphones because most configs pre-date the FQDN-IP-MAP setting.

As a partner, I can spin up PLDS troubleshooting licenses for 30 days. When I get some free time I'll spin up a WebLM for it and hunt down whatever the entitlement is and see if that's the missing link.

RE: Workplace client - customer service mode

(OP)
Yes same public IP for everything, I've changed the mapping and now have both AADS/ACS and PPM traffic at the same time

PPM---outside B1 port 443---inside A1 port 443 to session manager + PPM mapping profile
AADS---outside B1 port 5056---inside A1 port 443 to AADS
WebLM---outside B1 port 52233---inside A1 port 52233 to SMGR

I'm now getting an error back from the SM when the workplace client is trying to subscribe to CM features so it looks like an AST issue now

SIP/2.0 500 No Event State Holder

I'll have a look at the workplace trunk as this was setup by Vodafone as a single TLS link just from SM1 to procr using 5061 (the normal/default SMs to procr link is TCP/5060, we have 4x SMs)

RE: Workplace client - customer service mode

Did you change AADS in "app configure" in the blue terminal to set front-end port to 5056 as well?

If you disable the AADS proxy and set your workplace client to not use AADS at all and just use SM, do you get PPM?

Typically you need end to end TLS for UC stuff. At some point presence would stop publishing if SM-->CM was TCP.

Maybe that's been part of the problem all along. Either it was part of the problem all along or you just introduced it by tinkering with AADS.

If it's just Workplace clients and you trace the HTTPS request for PPM, I think you could have made it work exactly the way you did before by just adding the listen domain of the SM FQDN in the PPM reverse proxy

RE: Workplace client - customer service mode

(OP)
OK have got the PPM working so that the extn now subscribes ok and the cust service button and button module is now active.

Getting an error when I try and log in with (any) agent ID, says "404 originating user not found or licencing issue" in response to the agent login Invite:

INVITE sips:72047@xxxxx.local;avaya-cm-fnu=agent-login;avaya-cm-agent-id=64555;avaya-cm-agent-password=64555 SIP/2.0

Weirdly I'm seeing a workplace agent licence assigned to my laptop/extn now

RE: Workplace client - customer service mode

(OP)
hmmm scrub that, have a wider issue that all calls from my client are failing with the "404 originating user not found or licencing issue" error.

Off into the logs again.

RE: Workplace client - customer service mode

Where's the 404 coming from? CM?

Do you have one-x agent licenses? The way AAfD replaces One-X Agent, I'm not sure if that removes the license burden from CM and it just lets a client in, or if the client and CM both need a license...

I read the offer definition and see there's just the 1 license you need. I wonder if you need to use a reverse proxy for WebLM or a relay to let WebLM think your client is the one that got it rather than the SBC's client...

Or if you need one-x agent equivalent licenses on CM

but hey, progress!

RE: Workplace client - customer service mode

And, that license is only sposed to be for "my computer or other phone mode" - like One-X Agent, so see if you can login atop a real SIP phone - or log one in thru the SBC yourself and see if ytou can control that.

RE: Workplace client - customer service mode

(OP)
The 404 is coming from the CM, have both one-x agent and workplace agent licences but I'm not using AAfD just customer service mode in workplace.

Now that the station is subscribing to CM ok I'm seeing a workplace agent licence being assigned to my client and I do have a reverse proxy for WebLM on the SBC for the client.

If I disable the reverse proxy for WebLM on the SBC and logout/login I then get a warning that no licence server is available and a 30 day grace is applicable and the SMGR workplace agent count goes back to zero, re-enable and it assigns a licence and the warning goes.

RE: Workplace client - customer service mode

(OP)
Haha got it.

off pbx station mapping was wrong.

RE: Workplace client - customer service mode

winner winner chicken dinner!

RE: Workplace client - customer service mode

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