Mino – The UC Guy

Microsoft Unified Communications Blog

OCS Integration with AVAYA ( 2 of 2 )

Posted by Mino on February 1, 2009

In the last post we talked about the Microsoft Story of the Integration using the AVAYA SES Server , now we will talk about the AVAYA story of integration which is using the AVAYA Application enablement Server ( AES )

in this scenario AVAYA uses the RCC mode or the Enterprise voice with PBX integration , thats why we need AVAYA AES Server where it will be integrating with the OCS Front end not with the Mediation. actually there will be no need for the mediation server because all the call processing will happen on the AVAYA side and the communicator client will act only as a skin or soft phone for the AVAYA PBX .

this is not the favorite scenario for microsoft as it is like the LCS with RCC which is not the Microsoft vision for moving to Microsoft IP PBX in 2010.

anyway in this scenarion you will be able to have one single extension for both AVAYA and OCS where both ends will ring , we do that by defining a static route on the oce front end server to map any communication for a client with a servers uri matching AES FQDN ” aes.mydomain.com”  to the IP of the AES Server with its static port.

on the other hand we configure the user with Server URI and Telephone URI matching the AVAYA Extension and the AVAYA AES Server. please keep in my that AES Server needs to communicate over TLS with OCS which means that certificate must be confugured right on the AES server , plus there is a trick with the Active directory user configured on the AES Server , if this is not configured right then u will get an error on the communicator client with ” NO Phone System “.

avaya-rcc

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Good thing : Single extension for both AVAYA and OCS

Bad thing : 1- High cost for this feature only ( 60$ per person ) , 2- OCS conferencing is dimmed 

I am not recomending this type of integration because in the end it is just a soft phone not the OCS with its features , if this is what you are looking for  then use AVAYA softphone  and the OCS wont be needed.

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37 Responses to “OCS Integration with AVAYA ( 2 of 2 )”

  1. Ryan said

    You mention in part one that a SES (SIP Enablement Services) server is required on the avaya side to enable Enterprise Voice with PBX integration, but it is not mentioned here. Only AES is mentioned here. Does that mean that I could use MOC 2007 as a softphone in this scenario with just the AES box?

    PS – GREAT write-up!

  2. Mino said

    Thanks for that gr8 feedback 😀
    to answer your questins , yes …you can use AES only which is AVAYA story and by this the MOC will act as if it is a soft phone for AVAYA .
    you will get from the MOC the chat and presence only and the calls will be managed by AVAYA.

    the OCS conferencing option will be dimmed and whenever you dial a number from the MOC u will find your physical phone set is set to speeker and trying to dial the number.

    if you opened the MOC and u found that the icon of ” Limited Connectivity ” then for sure you got a Certificate problem on the AES that is not issued from the same CA as the OCS.

    I have done this integration myself , please let me know if you need any help in it

  3. Phil said

    Mino,
    What is the “Trick” for the AD user name loaded in AES? We are attempting to get this scenerio working and are getting the “No Phone System Connection” error.

    Thanks

  4. Mino said

    🙂

    The trick is that you should use Domain Administrator Account and make sure that it has got an email attribute and sip attribute.

    Try it and let me know

  5. Leo said

    Hi Mino,

    Great articles on OCS and Avaya integration. really lists out all pros and cons for both Avaya and Microsoft approach. I have one question.

    In what way the conferencing is dimmed?

    Reason for asking is that I still prefer Avaya as call processing as Microsoft does not handle call admission control very well (if at all), plus with over 6000 extension worldwide I am not looking forward to create >6000 additional extensions basically.

    In Cisco world Cisco has something they call CUCIMOC, which is a client side based API that integrates to the MOC client, in a way that all call control is handled by the Cisco CallManager and still benefit from all OCS presence features. Not sure if you are familiar with the Ciscoi product but I would be interested to see a similar solution with Avaya. Perhaps a mix between both scenarios would be benefitial for this? Not sure, not an Avaya guru 😉

    Thanks in advance,
    Leo

  6. Mino said

    Hey leo,

    thanks for your reply , yes i am aware of Cisco / AVAYA / Nortel and you can ask me anything you want in their integration with OCS.

    In what way the conferencing is dimmed?
    In the AES integration mood when you are working in RCC ,if you opened the communicator client to make PC to PC call it will work but if you tried to invite another person you will find that add is dimmed . the reason for that is the conferencing feature is an OCS feature which communicates with the web conferencing server service on the OCS and since the calling is all handeled by the AVAYA so this feature will not be available since it has no access to the conferencing server.

    CUCIMOC :
    yes sure i know it very well and it is the cisco way to try to compete with the OCS because they faced lots of problems in the integration using the Cisco CUPS as it usually doesnt work. Yet the CUCIMOC is an API application that is created using the Microsoft Communicator SDK to import tne Cisco soft Phone inside the communicator and make it silently place the calls when u click on someone’s number. as it it is hidden in the background.

    There are no plans till now that i have heard for AVAYA to have similar product

  7. Steve Ulicny said

    Excellent articles and thank you for the insight Mino.

    Have a question regarding your Avaya integration…

    Our organization is currently in a 100 user pilot of OCSR2 EV. We are integrated with an Avaya 8700 CM via T1s to a Dialogic gateway. For simplicity and fallback the pilot users have their “old” 4000 extensions set to forward to an OCS 6000 extension. This works adequately for purposes of the pilot, but would like to pursue a tighter integration with the acquisition of a SES server perhaps.

    I’m interested in what feature on the Avaya CM you used to simultaneously ring the Avaya and OCS extension… Extension to Cellular? Coverage Answer Group?

    Our phones are still primarily Digital sets, perhaps that feature only works with IP stations?

    Hoping to find a good compromise integration without resorting to the “Avaya’s story” of Microsoft integration.

    Thanks again

  8. Mino said

    Hi Steve ,

    here is exactly how I do the integration with the AVAYA SES and the OCS.
    Lets say that your AVAYA extensions are 4xxx and you took E1 line and connected it to a Dialogic 2000 media gateway , from that Media gateway it is connected to the OCS mediation server.
    Then you Set the OCS Extensions to be 6xxx and now you want to create Integration and have both ringing with the least effort .
    Ok , fist you configure the AVAYA PBX so that it who ever tries to call the extension 6xxx then would go to the E1 in the media gateway.
    Then secondly you can configure the OCS to simultantiusly ring anothing number and then chose 4xxx extension.

    Now whenever someone tries to make PC to PC communicator call then it would ring on Communicator as well as the AVAYA.
    But in this option the incoming calls from PSTN will not come to the OCS directly unless you change the E1 to forward the calls to OCS extensions.

    Conclusion …I would prefer that you use the communicator feautre of simultaniously ring another number and chose whatever number that suites you.

    NB: of course this is not the microsoft support scenario but this is just a workarround

  9. Henry said

    Hi Mino,
    I have some customers that have either the Avaya S8500 or S8700 and are currently connected to OCS 2007 and Exchange 2007 UM using either a Dialogic Media Gateway 2120 ($7,750 MSRP) or AudioCodes Mediant 1000 (M1K-D3)($9,180 MSRP). You mentioned that the Avaya SES was not very expensive and I am very curious about the price of the total price of the Avaya SES as well as how it scales compared to the Media Gateways.

    These are my initial thoughts.

    The two specific Media Gateways models that I mentioned above both suppport a maximum of 4 T1/E1 digital PBX interfaces (96/120 ports). In addition to the cost of the media gateway an Avaya T1/E1 interface card and possibly a CSU may also need to be purchased if you have no unused spare interface cards in the Avaya Gxxx Media Gateway. So add the cost of that to the Media Gateway.

    The Avaya SES can hopefully support more that 120 simultaneous SIP calls at a price that is less than the solution above.

    Questions:
    1.) Do you know the MSRP price of the Avaya SES? Is there a server license and also a license per SIP client?
    2.) How many simultaneous SIP calls does the Avaya SES support?
    3.) What hardware and OS is the Avaya SES implemented on? I am guessing the hardware is an IBM xSeries and the OS is some flavor of Linux.
    4.) Have you seen any or heard of any issues regrading the Avaya SES that would lead you to not use it in specific Avaya environments?

    Thanks in advance for your thoughts and practical experience on this topic.

  10. Stephen said

    Hi Mino,

    Great article on this. I have successfully integrated our AES with OCS R2. I do however have 2 issues that I hope you could provide some info for:

    1) MOC Client losing connectivity with AES. For 90% of the time, connection between the 2 are ok. However sometimes when I’m on a call, i’ll see the chat window that displays what number im connected to drop, when I’m still on the call. Then I’ll open the MOC client and see the red exclamation mark indicating “No Phone System”. But then 30-40seconds later, connection re-establishes and error disappears. Is it normal for MOC to sometimes lose connectivity between the AES – or is there something I can do?

    2) Call Forwarding from MOC. When I attempt to call forward from the MOC client, I receive the below error:
    —————————
    Office Communicator
    —————————
    Cannot apply your new Call-Forwarding Settings. To turn off call forwarding, click OK. To ignore this error, click Cancel.
    —————————
    OK Cancel
    —————————

    However it does work for our 4 digit extensions, just not external numbers. Have tried both E.164 format and direct, but to no success.

    Anything info you have would be appreciated. Many thanks!

    Stephen

  11. Hi Mino,

    I have the same exact problem that stephen mentions regarding:

    Call Forwarding from MOC. When I attempt to call forward from the MOC client, I receive the below error:
    —————————
    Office Communicator
    —————————
    Cannot apply your new Call-Forwarding Settings. To turn off call forwarding, click OK. To ignore this error, click Cancel.
    —————————
    OK Cancel
    —————————

    However it does work for our 5 digit extensions, just not external numbers. Have tried both E.164 format and direct, but to no success.

    We are performing RCC on R2 and communicating with Avaya’s AES v 4.2.

    Best regards and thanks in advance. Mike

  12. Leo said

    Hi Mino,

    Thanks for the thorough answer on my initial question. Meanwhile I am working towards a best of breeds solution for my conmpany, and I would like to validate with you.

    Considering the lack of call admission control with OCS as call processor, I prefer Avaya to handle the call processing. I plan to use the AES integration together with One-X portal and communicator. Basically every user gets an Avaya deskphone and we only use OCS for rpesence information and CTI integration to the Avaya phone.

    As far as I understand this would create an additional One-X tab in OCS client and I would have all features, including conferencing available, from the OCS client. Because of the One-X, each user can now place calls when out of the office as well.

    What do you think, right or wrong approach (apart from that the approach is expensive)?

    Thanks in advance for you answers.

    Leo

  13. francesco said

    Leo,
    referring to your last post, when you say “Because of the One-X, each user can now place calls when out of the office as well” are you aware that presence status of this user will not take into account the calls made by One-X client?
    Green bubble on all other colleagues’ MOC even if the user is in a call … I’m I wrong?

    Unless you configure One-x in shared line with the deskphone, but how RCC would work in this case? (Does MOC control the deskphone or does it control the softphone?)

    Mino,
    please do you have any news about a CUCIMOC like solution in Avaya portfolio?

    thanks,
    francesco

  14. Ana Romo said

    Hi Mino,

    Great article!

    I am still having the “No phone system connection” error on the OCS client even though I have added the Avaya user to the Domain Admins group and the user also has an email address and a sip. Any ideas why the error might still show?

    Regards

    Ana

  15. Love your posts, I’m adding it to my favorite place list

  16. Hi Mina,

    i am glad to see you expanding your OCS/Avaya experience 🙂

    just wanted to add few information which might be helful for everyone:

    regarding Avaya having a similar application like Cisco CUCIMOC, YES Avaya has a similar application for 2 years now where you can Add Avaya Phone Buttons inlcuding conferencing to the OCS interface, this will allow Users who are in love with OCS interface to still have the Avaya rich telephony features onto their OCS client without the need of having the headach of dealing with multiple interfaces.

    Dear Anna,

    please check the AES Error LOG, you might be facing Dial Plan problem, you can share the logs with me and i might help.

    Also now you can have the Avaya IPS solution to unify presence between Avaya one-X product and MOC, it is a free Software from Avaya, that help you to make OCS control the Avaya softphone and Hardphone and same time get unified presence for ONE-X Mobile/Portal/Communicator/Agent.

    i hope the above update helps.

    Ahmed Helmy
    Avaya UC ACE

  17. Steve Ulicny said

    Mino, et al,
    Great conversations. I’m curious if anyone has any insight on how Avaya/Cisco integrations might evolve with the introduction of OCS 2010(wave 14) later this year. Microsoft has stated that they are deprecating RCC/CTI integration and I’ve seen other innuendo that seems to indicate communicator tab extenstions (i.e cucimoc, etc) may be unsupported. It seems that integration options may be limited going forward and we’re trying to find a good solution that allows us to stay on the Microsoft upgrade path without investing in solutions that may have to be thrown away. Anyone have any information on how the AES/SES/ONE-X platforms might interoperate with OCS2010?

  18. Mino said

    I think you should be expecting the vision of Microsoft to be moving forward away from the integration scenarios but to keep it supported i think it will be just limited to the SIP trunk integration .
    from what i know is that the next wave will be what it can called a full PBX .
    but from the other hand i would expect AVAYA and cisco to continue with the API apps that are built over communicator client like CUCIMOC which will be communicating and registering itself directly with the PBX application server for any VIOP activities and just limit the OCS to IM /Video

    again this is just my personal oppinion

  19. Ahmed Helmy said

    Steve,

    the integration is based on simple SIP/TLS trunking between OCS and Avaya , just the same way like OCS R2.

    send me your mail i can provide you with a usefull document.

    Thanks

  20. Abdul said

    Hi Mino.
    In order to get one number extenson, What doyou thing about trying Avaya EC500 OR TAPI integration thru a tool like ESTOS CallControlGateway?

  21. Steven said

    Hi Mino,

    Who handles the call control if we use the one-x tab ?? The OCS client or the tab?

  22. Mino said

    that AVAYA in that case handles all the call processing and uses the communicator only as a skin for chat but all outbound calls are redirected and processed through the AVAYA

  23. Steven said

    Thx Mino,

    In that case, It is possible to use the One-X tab without AES integration? If not, what’s the role of the AES on this scenario?

  24. Mino said

    Since one-x tab is a software layer so it needs to register itself so that it can take over the OCS and make the user work in RCC mode and not Enterprise voice .
    this is the need for the AES server which is used to register this application and act in the midle between the Avaya software and its registration and take control with the OCS .

    So
    AES shall be used for RCC Mode
    SES shall be used for Enterprise voice mode through direct sip.

  25. Steven said

    the One-X tab is registered to the CLAN or to the AES ?

  26. Andrzej said

    Hi guys,

    What would be the root cause of loosing connection while using the Desktop sharing in OCS R2 via WAN connection? All neccessery ports are opened, and we are using Riverbed at each end. Apparently there is “hack registry” fix from Microsoft, but that would have to be deployed in 1700PC’s. Feedback would be appreciated. Thanks

  27. Naga said

    Thanks for the great article. We have same issue as Ana where we get an error on the OCS client mentioning the call control server may be temporarily unavailable. TR/87 succeeds on the AES and all network traces on the OCS server to the AES shows normal. However, the client logs a “1003:user does not exist” in the tracing log. Any ideas? Thanks in advance

  28. Dahir said

    Hi Mino,

    I am using Avaya One-X as a softphone and when someone calls me and I answer the call I got no Audio from the PC but I can pickup the hard phone at my desk and talk to the caller. Is this normal? could you please explain this situation?

  29. Jeffcsp said

    Do you happen to know if you are allowed to add a user via phone within an OCS Audio Conference if RCC is enabled. I know you cannot conference via OCS? just wondering if the OCS ACPMCU would perform the dial out in this case or if it would be directed to the Avaya?

  30. Benny said

    I am having the same issue as Ana…similar. I got RCC working fine and all of a sudden one day it stopped and in MOC it stated that the users did not have a phone system. Any reason why this would be happening. My AES address is still the same. I checked the cert on AES and it’s fine. When I do test calls from AES .I get an unsuccessful message.

  31. Anastasiia said

    Hello, looks like it is some common problem with “No Phone System Connection”, have anybody resolved it? My AES FQDN avaya-aes.domain.local and AD account aes has domain admins rights, and it is has aes@avaya-aes.domain.local in e-mail and sip atributes. But still the same error.

    Will be grateful for any advice.
    Thanks.

  32. ian walker said

    Since installing CM6 with RCC we are unable to make multi way video calls via MOC. Any ideas would be much appreciated. As you can imagine MS state it is an Avaya issue and vice versa

  33. Thomas said

    I am having the same issue as Benny and Anna also, No phone system connection. We have multiple switch connections and dial plans configured on the Avaya AES box. Is it possible to configure MOC to use a specific swich connection or dial plan? I was thinking it would be in the Tel URI if that was possible. Thanks.

  34. Thomas said

    Here’s the error message from the AES error log.

    2011-05-05 11.02.48,891 com.avaya.cmapi.monitor.MonitoringServicesImpl stopMonitor
    WARNING: Exception on removeCallControlServicesListeners
    ch.ecma.csta.errors.InvalidDeviceStateException: Switch name must be set for [tel:69556;phone-context=enterprise]
    at com.avaya.cs.callcontrol.CallControlSnapshotImpl.getSwitchNameFromDeviceID(CallControlSnapshotImpl.java:2462)
    at com.avaya.cs.callcontrol.CallControlSnapshotImpl.removeCallControlListener(CallControlSnapshotImpl.java:2241)
    at com.avaya.cmapi.monitor.MonitoringServicesImpl.removeCallControlServicesListener(MonitoringServicesImpl.java:3567)
    at com.avaya.cmapi.monitor.MonitoringServicesImpl.stopMonitor(MonitoringServicesImpl.java:1194)
    at com.avaya.cmapi.monitor.MonitoringServicesImpl.cleanupMonitorStart(MonitoringServicesImpl.java:3479)
    at com.avaya.cmapi.monitor.AddListenerCallback.handleException(AddListenerCallback.java:120)
    at com.avaya.cs.callcontrol.handlers.AddListenerDelegate$MonitorDeviceCallback.handleException(AddListenerDelegate.java:369)
    at com.avaya.cs.callcontrol.handlers.CallControlConfHandler.handleConf(CallControlConfHandler.java:133)
    at com.avaya.jtapi.tsapi.tsapiInterface.TSInvokeID.setConf(TSInvokeID.java:54)
    at com.avaya.jtapi.tsapi.tsapiInterface.TsapiEventDistributor.handleEvent(TsapiEventDistributor.java:103)
    at com.avaya.jtapi.tsapi.tsapiInterface.TsapiEventQueue.run(TsapiEventQueue.java:103)

  35. Mike said

    It just seems that many still have a problem (as I am having) where everything seems setup properly, but still get the “No Phone Sustem” on the OCS 2007 R2 Client. TR/87 Tests all succeed, AD Admin is configured (we don’t have an emial address in, because we won’t be using email at this time). All Certificates seem to be in order (per documentation and testing).

  36. Thomas said

    Hi Mike,
    I had the “No Phone System” error when we added additional switch connections. After weeks of troubleshooting, the solution was a simple restart of the AES services. Some changes requires a restart of the services to take effect and some other don’t.

  37. Naga said

    Hi Mike,
    On the Front End properties – Host Authorization tab, you should have the IP address and the FQDN of the integration server. Only the IP or the host name does not suffice.
    We had similar issue and it was resolved after adding the IP address of the Avaya integration server in addition to the FQDN
    Hope this helps
    Regards,
    Naga

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