Avaya Call Reporting (ACR) Install Linux Instance in Amazon Web Services (AWS)

Login with your details

Select your region (top right)

(Example Asia Pacific Sydney – ap-southeast-2)

Select Services and EC2

Select Instances (left) and select Launch instances (located top right)

Enter a name for the instance

Select Quick Start

Search for Ubuntu

Select Ubuntu Server 22.04

We recommend t2.small for ACR and Call Recording as a minimum

Select Next

Select an existing Key Pair (confirm you have this)

or select Create New Key Pair

Enter a name and select Create Key Pair and Save the file

Set the VPC to be used by the ACR (the ACR should be in the same VPC as the IPO that it will connect to)

Set the Subnet (the ACR should be in the same Subnet as the IPO that it will connect to)

Set Auto-assign public IP to enabled. This will mean the ACR is assigned a public IP address by AWS, if you reboot the ACR it will keep the same public IP address. However, be aware that if you shut down the ACR instance and then start-up. It will be given a new public IP address by AWS. You can if required assign an elastic (static) IP address to the ACR, but this is not covered in this document

Select Create Security Group

Name the Security Group and enter a description

The first entry will be for SSH connection

It is recommended to set the Source Type as your IP address (to test once deployed)

Add a new entry to allow all traffic connection from your public IP address

Add a new entry to allow the traffic from the IPO security group to the ACR

Note: Once this has been deployed, you will need to access the IPO security group and add the ACR security group into the allowed traffic. This is to allow communication between the IPO and ACR

Configure the storage (hard drive) as required

Check the Summary and select Launch Instance when ready

Select View Instances

Wait a few minutes then select the refresh icon.

Confirm the new ACR instance is showing running and that the checks have passed.

Select the instance to open the summary page

Check and confirm the Public IPv4 address and Private IPv4 address

Make a note of the IP addresses (as these will be used when connecting and installing ACR)

In AWS Instances

Check and confirm that the IPO Security Group has the ACR Security Group allowed for all traffic.

check and confirm that the ACR Security Group has the IPO Security Group allowed for all traffic.

Set Date/Time and Create Backup Folder

Open Bitvise SSH Client (other clients can be used, such as Putty and WinSCP)

In the Host, enter the public IP address

In the Username, enter: ubuntu

Set the Initial Method as publickey

Select Client Key Manager

Browse and select the KeyPair created for the ACR

Import the file, it should be labelled Global 1 (close the Client Key Manager window)

Select Login

When prompted select Accept and Save the host key

Select New Terminal Console

Set the time zone.

Command: sudo ln -sf /usr/share/zoneinfo/Australia/Melbourne /etc/localtime

Check the time zone.

Command: date

Reboot the server.

Command: sudo reboot

Close and reopen the terminal console.

Check the time zone and confirm correct.

Command: date

Create backup directory folder (to be used for backups)

Command: mkdir ACR_Backup

Command: ls

Confirm the ACR_Backup directory folder is showing.

Open the SFTP Window (Bitvise)

Navigate to the ACR_Backup folder (/home/ubuntu/ACR_Backup)

Right click and select Properties, then select Permissions tab, confirm the following are set

ACR (Avaya Call Reporting) Install on Linux

NOTE: the name of the file that will be downloaded in the commands can be found by accessing https://forms.ximasoftware.com/oemdownloads

Additionally official documentation on the install and setup of ACR can also be found on the above link (this document has the basic install and setup; it is recommended to refer to the official documentation for a complete setup)

Right click and select Copy Link Address on the 64-Bit Debian Setup

Paste the Link onto a notepad to confirm it is correct

command: wget https://forms.ximasoftware.com/s3_download/xima-avaya-4-4-release/en___Avaya_Call_Reporting_Setup_4_4_2_IP_Office_deb_64_bit_en.tar.gz

The software will download.

command: ls

Confirm the ACR_Setup is showing.

command: sudo tar -xzf en___Avaya_Call_Reporting_Setup_4_4_2_IP_Office_deb_64_bit_en.tar.gz

command: ls

Confirm the ACR_Setup.tar.gz has been unzipped and is showing the folder

command: cd Avaya_Call_Reporting_Setup_4_4_2_IP_Office_deb_64_bit_en 

To access the folder

command: sudo ./install.sh -serial ENTER YOUR ACR SERIAL KEY HERE

The ACR software will install

Once the install has completed, you will need to restart the ACR server

IPO Setup

In the IPO Security Settings

Confirm TAPI/DevLink3 is enabled

Create a new Rights Group and enable DevLink3

Create a new Service User and assign the new Rights Group

Save the security settings.

Accessing ACR and installing Client ACR software

Browse to the ACR server public IP address port 9080 (http://PublicIP:9080)

Download and install the Windows Avaya Call Reporting Desktop software.

Select ACR Desktop and enter the URL http://PublicIP:9080 when prompted.

Once installed open ACR Desktop

Login with the Administrator account

Default Username: Administrator / Password: password

Select Add

Enter a Site Name

Set the IP Office IP Address LAN1

Set the Devlink3 Username and Password to match the Service Username and Password setup in IPO Security

Select OK

Select Finish

Configure the requirements as prompted.

Below is an example of the Scheduled Backups been saved to a folder on the ACR server.

Select the Status at the top left and confirm that.

ACR Logging is showing as Logging.

(If installed) the Recording Library is showing as Running.

(If installed and configured) the Multimedia Server is showing as Running.

Refer to the ACR documents available on the below link for complete setup documentation of ACR.

https://forms.ximasoftware.com/oemdownloads

Configure Server Timezone

Select System (Admin), System Settings, Advanced Settings. Locate and update the Server Timezone and select Save.

Setup SMTP

Select Admin (System), System Settings, Basic Settings

Configure the SMTP settings and send a test email to confirm.

Save the settings.

Configure Administrator Login

Select User Management, User Accounts

Drop down on User and select System Administration

Enter an Email address (this will be used for password recovery)

Update the Password

Select Save

If adding additional logins, select <New User> and then enter the details as required.

It is recommended to setup a secondary Administrator,

It is also recommended to setup the end customer access as Manager (not Administrator)

NOTE: the name of the file that will be downloaded in the commands can be found by accessing https://forms.ximasoftware.com/oemdownloads

Additionally official documentation on the install and setup of ACR can also be found on the above link (this document has the basic install and setup; it is recommended to refer to the official documentation for a complete setup)

Right click and select Copy Link on the 64-Bit Debian Setup

Paste the Link onto a notepad to confirm it is correct.

command: wget https://forms.ximasoftware.com/s3_download/xima-avaya-4-4-release/en___Avaya_Call_Reporting_Update_4_4_2_IP_Office_deb_64_bit_en.tar.gz

The software will download

command: ls

Confirm the en___Avaya_Call_Reporting_Update_4_4_2_IP_Office_deb_64_bit_en.tar.gz is showing

command: tar -xzf en___Avaya_Call_Reporting_Update_4_4_2_IP_Office_deb_64_bit_en.tar.gz

command: ls

Confirm the en___Avaya_Call_Reporting_Update_4_4_2_IP_Office_deb_64_bit_en has been unzipped and is showing the folder

command: cd Avaya_Call_Reporting_Update_4_4_2_IP_Office_deb_64_bit_en

To access the folder

Avaya_Call_Reporting_Update_4_4_2_IP_Office_deb_64_bit_en

command: sudo ./update.sh

The ACR software will install.

Once the install has completed, you will need to restart the ACR server

command: sudo reboot

ACR (Avaya Call Reporting) Call Recording Install on Linux – (this is only required if ACR Call Recording is required)

NOTE: the name of the file that will be downloaded in the first command can be found by accessing https://forms.ximasoftware.com/oemdownloads

Additionally official documentation on the install and setup of ACR can also be found on the above link (this document has the basic install and setup; it is recommended to refer to the official documentation for a complete setup)

Right click and select Copy Link Address on the 64-Bit Debian Apps Setup

Paste the Link onto a notepad to confirm it is correct.

command: wget https://forms.ximasoftware.com/s3_download/xima-avaya-4-4-release/en___Avaya_Call_Reporting_Apps_Setup_4_4_2_deb_64_bit.tar.gz

The software will download

command: ls

Confirm the en___Avaya_Call_Reporting_Apps_Setup_4_4_2_deb_64_bit.tar.gz is showing

command: tar -xzf en___Avaya_Call_Reporting_Apps_Setup_4_4_2_deb_64_bit.tar.gz

command: ls

Confirm the ACR_Apps_Setup.tar.gz has been unzipped and is showing the folder Avaya_Call_Reporting_Apps_Setup_4_2_10_deb_64_bit

command: cd Avaya_Call_Reporting_Apps_Setup_4_4_2_deb_64_bit

NOTE ON BELOW COMMAND THE IP NEEDS TO MATCH THE Internal IP address of the ACR 

command: sudo ./install.sh -admin_user Administrator -admin_password password -chron_docbase http://192.168.1.14:9080 -recording_library -rec_sys_id 1

Use the Administrator username and password where required to install ACR Call Recording service. Once the install has completed, you will need to restart the ACR server

You cannot use  -chron_docbase on older versions (3.12). Will need to use -chron_ip -chrom_port 9080 replacing the IP (127.0.0.1) with the Chronicall internal IP address.

command: sudo ./install.sh -chron_ip 127.0.0.1 -chron_port 9080 -recording_library -rec_sys_id 1 

command: sudo reboot

In ACR

Select System (Admin), System Settings

Confirm in Recording Libraries that is showing 1 Configured

Select Recording Rules and configure as required

Select Recordings, View Active Recordings

Make a test call and confirm the call is showing as recorded

Once the call is completed, wait a few minutes

Select Reports, Cradle to Grave

Select today’s date and select Execute.

Check and confirm the test calls shows with a Recordings button available to play the recorded call

ACR (Avaya Call Reporting) Call Centre (Multimedia) Install on Linux

ACR Multimedia must be installed on a separate server to the ACR Reporting/Recording in a customer setup, due to the resource requirement of ACR Multimedia

In this document we have installed the ACR Multimedia on the same server as ACR Reporting/Recording for demo purposes, however in a live setup it must be installed on a separate server.

The server it is installed on will need to meet specification requirements and the ACR Reporting, ACR Multimedia and IPOSE will need to be able to communicate with each other. A rule in the security group will need to be created to allow the servers to communicate.

NOTE: the name of the file that will be downloaded in the first command can be found by accessing

https://forms.ximasoftware.com/oemdownloads

Additionally official documentation on the install and setup of ACR can also be found on the above link (this document has the basic install and setup; it is recommended to refer to the official documentation for a complete setup)

Right click and select Copy Link on the 64-Bit Debian Apps Setup

Paste the Link onto a notepad to confirm it is correct

command: wget https://forms.ximasoftware.com/s3_download/xima-avaya-4-4-release/en___Avaya_Call_Reporting_Apps_Setup_4_4_3_deb_64_bit.tar.gz

The software will download.

command: ls

command: tar -xzf en___Avaya_Call_Reporting_Apps_Setup_4_4_3_deb_64_bit.tar.gz

command: ls

Confirm the ACR_Apps_Setup.tar.gz has been unzipped and is showing the folder Avaya_Call_Reporting_Apps_Setup_4_4_3_deb_64_bit

command: cd Avaya_Call_Reporting_Apps_Setup_4_4_3_deb_64_bit

To access the folder

command: sudo ./install.sh -admin_user Administrator -admin_password password -multimedia_server -chron_docbase http://192.168.1.14:9080

NOTE: the IP address above will be the ACR IP address not the ACR Multimedia IP address

Use the Administrator username and password where required to install ACR Multimedia Service. Once the install has completed, you will need to restart the ACR servers

command: sudo reboot

Avaya IPO Programming

In the IPO Manager software, create a new User and Extension

Enter a Name, Password, Full Name and Extension (if IPO is hosted, Enable Remote Extn)

Enter a Voicemail Code (disable Voicemail On)

Enable Call Waiting

Enter a Login Code (disable Force Login)

Select OK to create the User.

Create a SIP Extension for the User and enter a Login Code and select OK.

Check and confirm in Extension a SIP Extension has been created for the User

Disable Re-invite Supported and Allow Direct Media Path

Set the Codec Selection as Custom and have ULAW only as a selected Codec

Add the User to the Application User Right

Save the changes to the configuration back to the Avaya IPO

SIP Extension Programming in ACR

Select Admin, System Settings, Multimedia Voice Seats

Select SIP Extensions and add the User created (extension number and login code)

Select OK, Select Save

Restart the ACR servers (ACR MM first then ACR)

Select the Status at the top left and confirm that.

ACR Logging is showing as Logging.

(If installed) the Recording Library is showing as Running.

(If installed and configured) the Multimedia Server is showing as Running.

Login to ACR. Check and confirm the SIP Extension is Registered by selecting Multimedia Configuration, SIP Extensions

Simple Setup Call Centre using physical handset/softphone and ACR Agent Dashboard

IP Office programming

Program an incoming call route with a tag (example below Support)

Set the destination as the SIP Extension

ACR Programming

Select User Management, User Licenses

Assign the Multimedia Voice license to the agent.

Select Admin (System), System Settings, Multimedia Voice Seat, Skills

Configure the 3 default Skills with names (example Accounts, Sales, Support)

Set the agent a priority level

In the Skills

Enter the Skill Name (example Support)

Enter the Skill Routing Identifier (example Support)

On the Agent PC install the Agent Dashboard (part of the ACR Apps available for download for Windows OS on the ACR website)

Open the Agent Dashboard application.

Select the Agent and login (password is extension number as default)

Disable MM-DND
Enable the Agent into the Skill

Make an inbound call

Confirm the call presents to the Agent and it can be answered

(When using the Agent Dashboard, the Agent will need a physical or softphone logged in as their extension to receive the call)