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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

Avaya Authorization Code Grid example

'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 Select AES button located on the Avaya Authorization Code Grid button on the Authorization Code grid.

Add Authorization Code

Add New Authorization Code Form

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 Add button located on the Authorization Code Grid 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 Scheduled Action field located on the Authorization Code Form 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

Manage Authoriztion Code Form

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 Edit Selected button located on the Authorization Code Grid 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 Scheduled Action field located on the Authorization Code Form 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 Delete button located on the Authorization Code Grid button.
  2. The item has been removed from the grid.

Class of Restriction (COR)

Avaya COR Grid example

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 Select AES button located on the Avaya COR Grid 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.

Manage COR Form

  1. Open a COR by selecting it from the grid and clicking the Edit Selected button located on the COR Grid header button.
  2. Update the COR as desired.
  3. Save the COR by clicking the Save button located on the bottom of the form button .

Stations

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

The Call Manager can be selected using the Select AES button located on the Avaya Authorization Code Grid 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 Add button located on the Authorization Code Grid button to open the Add New Station form to create a new Station.

Add New Station form example

Edit Station

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

Manage Station form example

Bulk Update Station

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

Bulk Update Station form example

Delete Station

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

Device Defaults

Avaya Device Default Grid example

Add Station Device Defaults

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

Add New Station Device Default form example

Edit Station Device Defaults

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

Manage Station Device Default form example

Audit Grid

Avaya Audit Log Grid example

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.

Table Selector dropdown example

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.

Service Desk Communication Tab with Example Avaya Actions

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

Avaya Authorization Codes and Stations Menu

Add Action
Authorization Codes

Add New Authorization Code Form - Add

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 Add Item 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

Add New Station form example

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 Add Item 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

Manage Authorization Code form example

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 Change Item button, and selecting Authorization Code.
  3. Select the Authorization Code to be updated in the Select an Existing form.
    Select an Existing Item form example 
  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

Manage Station Form

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 Change Item button, and selecting Station.
  3. Select the Station to be updated in the Select an Existing form.
    Select an Existing Item form example 
  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 Remove Item button, and selecting Authorization Code.
  3. Select the Authorization Code to be removed in the Select an Existing form.
    Select an Existing Item form example 
  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 Remove Item button, and selecting Station.
  3. Select the Station to be removed in the Select an Existing form.
    Select an Existing Item form example
  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 Select CUCM button.
  • Add new records with the Add button located on the Authorization Code Grid button.

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

  • Update existing records with the Edit Selected button located on the Authorization Code Grid button.
  • Remove existing records with the Delete Selectedbutton.

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

Cisco Server Grid example

Add New Server Form example

Phone NTP Reference

Cisco Phone NTP Reference Grid example

Add New Phone NTP Reference Form example

Physical Location

Cisco Physical Location Grid example

Add New Physical Location Form example

MLPP

Cisco MLPP Domain Grid example

Add New MLPP Domain Form example

Security

Cisco Phone Security Profile Grid example

Add New Security Profile Form example

Geolocation Configuration

Cisco Geolocation Configuration Grid example

Add New Geolocation Form example

Call Routing

AAR Group

Cisco AAR Group Grid example

Add New AAR Group Form example

Intercom
Route Partition

Cisco Intercom Route Partition Grid example

Add New Route Partition Form example

Calling Search Space

Cisco Intercom Calling Search Space Grid example

Add New Calling Search Space Form example


Directory Number

Cisco Intercom Directory Number Grid example

Add New Intercom Directory Number Form example

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

Cisco Intercom Bulk Update form example

Click the Save and Close button to begin the 'Bulk Update' process.

Class of Control
Partition

Cisco Class of Control Partition Grid example

Add New Route Partition Form example

Calling Search Space

Cisco Class of Control Calling Search Space Grid example

Add New Calling Search Space Form example

Forced Authorization Codes

Cisco Forced Authorization Codes Grid example

Add New Forced Authorization Code Form example

Directory Number

Cisco Directory Number Grid example

Add New Directory Number Form example

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

Cisco Call Routing Directory Number Bulk Update form example

Click the Save and Close button to begin the 'Bulk Update' process.

Advanced Features

Voice Mail
Voice Mail Pilot

Cisco Voice Mail Pilot Grid example

Add New Voice Mail Pilot Form example

Voice Mail Profile

Cisco Voice Mail Profile Grid example

Add New Voice Mail Profile Form example

SAF
SAF Security Profile

Cisco SAF Security Profile Grid example

Add New SAF Security Profile Form example

SAF Forwarder

Cisco SAF Forwarder Grid example

Add New SAF Forwarder Form example

Device

Gateway

Cisco Gateway Grid example

Manage Endpoint Form example

Phone

Cisco Phone Grid example

Add New Phone Form example

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

Cisco Phone Bulk Update form example

Click the Save and Close button to begin the 'Bulk Update' process.

Remote Destination

Cisco Remote Destination Grid example

Add New Remote Destination Form example

Device Settings
Phone Button Templates

Cisco Phone Button Templates Grid example

Add New Phone Button Template Form example

Common Device Configurations

Cisco Common Device Configurations Grid example

Add New Common Device Config Form example

Device Defaults

Communication Cisco Device Settings Defaults Grid example

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

Analog Endpoint
Analog Phone

User Management

Application User

User Management Application User Grid example

Add New Application User Form example

End User

User Management End User Grid example

Add New End User Form example

User Group

User Management User Group Grid example

Add New User Group Form example

SIP Realm

User Management SIP Realm Grid example

Add New SIP Realm Form example

Audit Log

Cisco Audit Log Grid example

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.

Table Selector dropdown example


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'

'Devices' example

'Directory Numbers'

Directory Number example

'End Users'

End User example

'Forced Authorization Code'

Forced Authorization Code Example

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.
    Service Desk Action - Communication Tab example
  2. On the Communication Tab of the Service Order Action, click the Add Item button.
  3. From the dropdown menu of the button, select the type of Item desired.
    Cisco SD Communication Menu
  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.
    Service Desk Action - Communication Tab example
  2. On the Communication Tab of the Service Order Action, click the Change Item button.
  3. From the dropdown menu of the button, select the type of Item desired.
    Cisco SD Communication Menu
  4. Select the existing item from the form.
    Select an Existing Item form example
  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.
    Service Desk Action - Communication Tab example
  2. On the Communication Tab of the Service Order Action, click the Remove Item button.
  3. From the dropdown menu of the button, select the type of Item desired.
    Cisco SD Communication Menu
  4. Select the existing item from the form.
    Select an Existing Item form example
  5. 'Complete' the Service Order to persist the change throughout PCR-360 and the switch.

Service Hosts

Service Hosts

Service Hosts Grid example

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 Add button located immediately above the grid.

Add New Service Host form example

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).

Access Data section example

Saving the New Service Host

Once all Required fields have been satisfied, click the Save New 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 Edit Selected 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 Save 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 Delete Selected 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

Add New Service Host form example

  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:

      {
        "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.


Related Pages

Help Desk Portal - Email: help@pcr.com - Phone: 616.259.9242