Avaya IQ
Preparing for Implementation
Release 4.0
November 2007
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Contents
Implementation planning prerequisites . . . . . . . . . . . . . . . . . . . . . . . . .
7
Implementation Planning Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . .
7
Installing the OS and database software . . . . . . . . . . . . . . . . . . . . . . .
8
Collecting setup data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8
Start of week day. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9
Services remote access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9
Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10
User IDs created during installation . . . . . . . . . . . . . . . . . . . . . . . . .
11
Network requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11
Integrating with Active Directory . . . . . . . . . . . . . . . . . . . . . . . . . . .
12
Planning for CMS and OA data migration . . . . . . . . . . . . . . . . . . . . . .
12
Software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
13
Application host software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
13
Database host software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14
Web browser software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14
Communication Manager software . . . . . . . . . . . . . . . . . . . . . . . . . .
15
Proactive Contact software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
15
Call Management System software. . . . . . . . . . . . . . . . . . . . . . . . . .
16
Enterprise directory software . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
16
Security certificates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
17
Firewall port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
17
Permissive use policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
20
Setting up the operating system . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
21
Operating system setup requirements . . . . .
Security. . . . . . . . . . . . . . . . . . . .
Event logging . . . . . . . . . . . . . . . .
Encryption . . . . . . . . . . . . . . . . . .
Firewall port setup . . . . . . . . . . . . . .
Time synchronization and time zone setup
OS and database compatibility . . . . . . .
User ID requirements . . . . . . . . . . . .
Installing the database client software . . .
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Installing the Red Hat Linux operating system . . . . . . . . . . . . . . . . . . .
24
Setting up database software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
35
Partitioning the OS for the database . . . . . . . . . . . . . . . . . . . . . . . . .
36
Avaya IQ Preparing for Implementation
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November 2007
3
Contents
Creating database connections. . . . . . . . . . . . . . . . . . . . . . . . . . . .
36
Configuring Oracle parameters to improve Avaya IQ performance . . . . . . . .
36
Setting up character sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
37
Creating tablespaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
37
Creating database users and applying permissions . . . . . . . . . . . . . . . .
39
Installing the database client software . . . . . . . . . . . . . . . . . . . . . . . .
41
Creating a Net Service Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
41
Setting up data sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
43
Setting up Communication Manager software. . . . . . . . . . . . . . . . . . . .
43
Setting up Proactive Contact software . . . . . . . . . . . . . . . . . . . . . . . .
44
Using the Configuration Audit Tool . . . . . . . . . . . . . . . . . . . . . . . . . . .
45
Running the Configuration Audit Tool . . . . .
Installing the Configuration Audit Tool . .
Uninstalling the Configuration Audit Tool .
Test descriptions . . . . . . . . . . . . . .
Information required to run database tests
Test result files. . . . . . . . . . . . . . . .
Running an installation audit . . . . . . . .
Verifying application host configurations .
Running a database audit . . . . . . . . . .
Running a DBA audit . . . . . . . . . . . .
Running individual tests . . . . . . . . . .
Running tests using an input file . . . . . .
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45
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Appendix A: Customer information worksheets . . . . . . . . . . . . . . . . . . . .
57
Database host worksheets . . . . . . . .
Basic database host information .
Data store information. . . . . . .
Tablespace information . . . . . .
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59
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Application host worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
65
Firewall port conflicts worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . .
67
Communication Manager worksheet . . . . . . . . . . . . . . . . . . . . . . . . .
69
Proactive Contact worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
71
Active Directory worksheet for LDAP integration . . . . . . . . . . . . . . . . . .
73
Appendix B: Sample database scripts . . . . . . . . . . . . . . . . . . . . . . . . . .
75
How to download sample database scripts . . . . . . . . . . . . . . . . . . . . .
75
Sample database scripts for creating tablespaces . . . . . . . . . . . . . . . . .
76
Avaya IQ Preparing for Implementation
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November 2007
Contents
Sample scripts for creating users and tablespace associations . . . . . . . . . .
78
Appendix C: Communication Manager link administration. . . . . . . . . . . . . . .
81
Administering a link between Communication Manager and Avaya IQ . . . . .
Administering data collection options . . . . . . . . . . . . . . . . . . . . .
Administering UCID options . . . . . . . . . . . . . . . . . . . . . . . . . .
UCID feature options . . . . . . . . . . . . . . . . . . . . . . . . . . . .
UCID trunk options . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Administering the Avaya IQ and Communication Manager release options
Verifying the Communication Manager release . . . . . . . . . . . . . .
Verifying the customer options . . . . . . . . . . . . . . . . . . . . . . .
Setting the reporting adjunct release. . . . . . . . . . . . . . . . . . . .
Administering a C-LAN connection . . . . . . . . . . . . . . . . . . . . . .
Adding node names and IP addresses . . . . . . . . . . . . . . . . . . .
Listing IP interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Adding a C-LAN IP interface . . . . . . . . . . . . . . . . . . . . . . . .
Adding an ethernet data module . . . . . . . . . . . . . . . . . . . . . .
Adding the processor interface channels . . . . . . . . . . . . . . . . .
Adding IP routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enabling the processor interface channel . . . . . . . . . . . . . . . . .
Saving translations . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Administering a processor ethernet port connection . . . . . . . . . . . . .
Verifying the Processor Ethernet port . . . . . . . . . . . . . . . . . . .
Displaying the processor ethernet port . . . . . . . . . . . . . . . . . .
Adding node names and IP addresses . . . . . . . . . . . . . . . . . . .
Adding the processor interface channels . . . . . . . . . . . . . . . . .
Enabling the processor interface channel . . . . . . . . . . . . . . . . .
Saving translations . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Glossary
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93
Index
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97
Avaya IQ Preparing for Implementation
November 2007
5
Contents
6
Avaya IQ Preparing for Implementation
November 2007
Implementation planning prerequisites
Before Avaya or a BusinessPartner installs Avaya IQ, you must take into account several topics
around the planning and preparation of your application hosts and database host. The
information in this section outlines the procedures you must do when preparing systems for the
installation of Avaya IQ.
This section includes the following topics:
●
Implementation Planning Tool on page 7
●
Installing the OS and database software on page 8
●
Collecting setup data on page 8
●
Start of week day on page 9
●
Services remote access on page 9
●
Licensing on page 10
●
User IDs created during installation on page 11
●
Network requirements on page 11
●
Integrating with Active Directory on page 12
●
Planning for CMS and OA data migration on page 12
Implementation Planning Tool
Your deployment has been determined from inputs to the Implementation Planning Tool. Your
deployment will be one of the following configurations:
●
A Dual Host deployment, with Avaya IQ software on one host and your database on a
separate host
●
A Multiple Host deployment, with Avaya IQ spread across three or more hosts and your
database on a separate host
When following the instructions in this document, use the outputs from the Implementation
Planning Tool to help set up your applications hosts and database host.
Avaya IQ Preparing for Implementation
November 2007
7
Implementation planning prerequisites
Installing the OS and database software
The Implementation Planning Tool will detail the number of hosts for which you must purchase,
set up, and install OS and database software. Information to help you set up the OS and
database software are found in the following sections:
●
Software requirements on page 13
●
Setting up the operating system on page 21
●
Setting up database software on page 35
After you install the OS on the application hosts, you must test the installation to verify that it is
ready to install Avaya IQ software. These tests are described in Using the Configuration Audit
Tool on page 45.
Collecting setup data
As you set up your application hosts and database host, you must collect certain data about
your setup. This setup data is used by the Avaya or BusinessPartner provisioning teams when
they install Avaya IQ. This setup data includes the following items:
●
IP addresses
●
Host names
●
Database user names
●
Database tablespaces
●
Data source connection information for Communication Manager and Proactive Contact
systems
Avaya recommends that you collect all of this information in a word-processing file or copy the
information onto the worksheets found in Appendix A: Customer information worksheets on
page 57.
8
Avaya IQ Preparing for Implementation
November 2007
Start of week day
Start of week day
For reporting purposes, most contact centers designate one day of the week as their start of
week day. As part of your preparation for installation, you must decide which day of week will be
your start of week day. This day is used during installation of Avaya IQ and cannot be changed
once it has been administered. Once you have decided on your start of week day, communicate
that information to the Avaya or BusinessPartner provisioning team using the Application host
worksheet on page 65.
Services remote access
Avaya support personnel require remote access to provide technical support. From a planning
perspective, you must work with Avaya to provide remote access to your equipment during
software installation and configuration, initial administration, and when the system is turned over
to you for normal operation. Remote access is also required if Avaya will be providing ongoing
services support. Contact your Avaya representative for more information about remote access
offers. Briefly, the following two methods are used by Avaya services to support your
deployment:
Secure Access and Control (SAC): SAC is the primary method of remote access. If SAC has
been installed at your site and configured for use with Avaya IQ, SAC will be used for initial
implementation and ongoing maintenance. With SAC, Avaya will not need any assistance from
you to start a remote access session.
Web conferencing: Web conferencing is a secondary method for remote access. This method
requires you to designate a dedicated personal computer so that Avaya support can access
your Avaya IQ system during implementation and for ongoing maintenance. This method
consists of the following steps:
1. Avaya provisioning sets up a Web conferencing session and invites the customer to the
session.
2. The customer logs in to the session from the dedicated personal computer at the customer
site or within the customer network.
3. The customer gives control of the dedicated personal computer to the Avaya personnel.
4. The Avaya personnel access the host machines from the personal computer to install,
configure, and administer the hosts.
5. When the implementation is complete, the Avaya personnel returns control of the personal
computer to the customer.
6. The Web conferencing session is ended.
Avaya IQ Preparing for Implementation
November 2007
9
Implementation planning prerequisites
The customer must have the following tools available on the personal computer used for the
session:
●
An approved X-Windows package such as Cygwin or Hummingbird Exceed. Xlite-Pro is
not an approved package.
●
An approved secure shell command line terminal package, such as PuTTY.
Licensing
Licensing ensures that customers are permitted to use only the product functionality for which
they have paid and are licensed. License files for Avaya IQ are generated and acquired using
the Avaya Remote Feature Activation (RFA) process and installed using the Web License
Manager (WebLM) tool.
To acquire a license file, an Avaya or BusinessPartner representative uses the RFA feature. The
Avaya employee or BusinessPartner must be certified to use the RFA feature. For information
about RFA training, certification, and how to acquire a license file, see the following documents:
●
Remote Feature Activation (RFA) User Guide
●
Getting Started with Remote Feature Activation (RFA)
These documents can be found on the Avaya support site:
http://support.avaya.com
To acquire a license file, you must provide the following information to the Avaya or
BusinessPartner representative:
10
●
Host ID (MAC address or HWaddr) of the host where the All Functions or Administration
host function will be installed. This host is where WebLM will be installed, and it is the only
host where the license file is installed. You can use the Linux ifconfig command to
display the Host ID.
●
SAP order number
●
BusinessPartner Tier I and Tier II information, if applicable
●
Customer contact information
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November 2007
User IDs created during installation
User IDs created during installation
When Avaya IQ is installed on your application hosts, several user IDs are created to support
the installation and operation of the product. If your security guidelines require that you limit or
control certain user IDs, work with the Avaya or BusinessPartner provisioning team to remove
or recreate any user IDs that violate your security requirements.
The following user IDs are created during installation:
●
avaya - used for initial administration
●
craft - used by Avaya services personnel
●
cust - default customer user ID
●
genericldap1 - used for internal LDAP processing
●
genericldap2 - used for internal LDAP processing
●
rasaccess - used for remote access tools used by Avaya services personnel
●
replicator1 - used to identify the CUS system being used
●
sroot - used by Avaya services personnel; sroot is identified as ID=0
●
tomcat5 - used for the web server processing
●
tsc - used by Avaya services personnel
●
installation user ID - used to assign ownership during Avaya IQ installation
Network requirements
Application hosts at a single site must be connected to a high speed shared TCP/IP local area
network (LAN). The LAN must have a minimum bandwidth of 100 Mbps, operating at full duplex.
Application hosts at different sites must be connected to a wide area network (WAN). The WAN
must have a minimum bandwidth of 2 Mbps. Requirements for this bandwidth and any other
issues around latency are provided as a report from the Implementation Planning Tool.
Dynamic Host Configuration Protocol (DHCP) is not supported for application hosts. Hosts must
be configured with static IP addresses or use reserved IP addresses from a DHCP server. You
must make sure that the hosts files (for example, /etc/hosts) are set up properly or
performance and functionality will suffer.
Avaya IQ Preparing for Implementation
November 2007
11
Implementation planning prerequisites
Domain name system (DNS) can be used to define IP addresses in the customer network. If
DNS is not used, you must use specific IP addresses on every host or set up the /etc/hosts
files correctly on every host. If the host files are not set up properly, you may suffer performance
penalties or other problems when the OS attempts to do DNS lookups. You must configure your
deployment connectivity consistent with your underlying network infrastructure, which may or
may not include DNS servers.
Network Address Translation is supported by Avaya IQ. This is a feature that allows you to use
an internally known IP address and name between hosts, but a different IP address and name
are used when exposed externally. Details of your network configuration must be
communicated to the Avaya or BusinessPartner provisioning team.
Different sites can be separated by firewalls. For more information about ports for firewall
configuration, see Firewall port usage on page 17.
Integrating with Active Directory
Avaya IQ can work with Windows Active Directory on Windows 2000 Server and Windows 2003
Server to integrate enterprise users with the Avaya IQ user management system. This allows
you to add administrative and reporting users automatically from your enterprise directory
without using separate authentication from Avaya IQ. Avaya provisioning can integrate your
enterprise directory during initial implementation, or you can do the integration using the
procedures provided in Integrating with Active Directory on page 95. Coordinate this work with
the provisioning teams. Use the Active Directory worksheet for LDAP integration on page 73 to
collect Active Directory options.
Planning for CMS and OA data migration
It is best to migrate CMS data as soon as you are confident Avaya IQ is collecting data and
operating normally to maximize the amount of data you can migrate. CMS stores a maximum of
62 days of historical interval data, and only CMS interval data can be migrated. This limitation
does not exist for OA data.
For more information about data migration, see Data Migration to Avaya IQ.
12
Avaya IQ Preparing for Implementation
November 2007
Software requirements
This section lists the software required for client and host computers in a software-only
deployment. This section includes the following topics:
●
Application host software on page 13
●
Database host software on page 14
●
Web browser software on page 14
●
Communication Manager software on page 15
●
Proactive Contact software on page 15
●
Call Management System software on page 16
●
Enterprise directory software on page 16
●
Security certificates on page 17
●
Firewall port usage on page 17
●
Permissive use policy on page 20
!
Important:
Important:
The Customer Release Notes and the Implementation Report for Customer from
the Implementation Planning Tool documents the latest software versions and
takes precedence over any software versions shown in this section.
Application host software
This section lists the software that you must purchase, install, and configure on the computers
being used as application hosts before any Avaya IQ software is installed.
●
Red Hat Enterprise Linux 4, Update 4 or 5, ES or AS, for x86 platforms, 32-bit
!
Important:
●
Important:
Avaya IQ only works with registered versions of Red Hat Linux. Avaya IQ does
not work with any Red Hat Linux clone software.
Oracle 10G R2 (10.2.0.2 plus patch 5089444) client software
The Oracle software on the application host is used to make connections to the database
host. Install only the client software. See Installing the database client software on page 41
for more information.
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13
Software requirements
●
Network Time Protocol (NTP) time synchronization client software
All application hosts must be synchronized using the same NTP source as all
Communication Manager systems and Proactive Contact systems in the deployment.
See Setting up the operating system on page 21 for more details about installing and setting up
the Red Hat Linux OS.
Database host software
The host computer where the database software installed must comply with the following
requirements:
●
Oracle 10G R2 (10.2.0.2 plus patch 5089444) software, Standard Edition or Enterprise
Edition, depending on database size
●
The database host can use any OS that supports the required version of the database
software.
●
Users and tablespaces must be administered on the database. See Setting up database
software on page 35 for more information.
●
Network Time Protocol (NTP) time synchronization client software is recommended, but
not required, on the database host.
Web browser software
Access to the reporting and administration interfaces is done using a Web browser on a user
PC. This section describes the minimum software requirements related to the Web browser.
14
●
Microsoft Windows XP SP2
●
Microsoft Internet Explorer 6.0 SP2
●
Microsoft Internet Explorer 7.0
●
Firefox 2.0
●
The screen resolution to display the user interface properly is 1024x768 with 16-bit color.
●
Acrobat Reader 4.0 or later for viewing reports saved as Portable Document Format (PDF)
●
Microsoft Excel 2000 or later for viewing reports saved as an Excel spreadsheet
●
Printer installed with proper drivers for printing reports
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Communication Manager software
When using a pop-up blocker in a browser, you must configure the pop-up blocker to allow
pop-ups from the application host sites. Use the tools setting of your browser to control the
allowed sites. When adding an allowed site to the list, use the IP address of the root host
machine.
Note:
You cannot use the browser provided with the Linux OS for administration and
reporting. You must access administration and reporting from a browser on a PC.
Note:
Communication Manager software
This section describes requirements for Communication Manager systems used as sources to
Avaya IQ.
●
Communication Manager software releases:
- 3.1.4.642.1, plus service pack 13743, service pack 14445, plus Combo Patch
- 4.0.1.731.2 or later, plus service pack 14300
Note:
Avaya IQ does not support using the G3 CSI (Prologix) hardware platform as a
source.
Note:
●
Expert Agent Selection (EAS) must be enabled
●
Network Time Protocol (NTP) time synchronization client software
All application hosts must be synchronized using the same NTP source as all
Communication Manager systems in the deployment.
●
Dedicated processor ethernet or CLAN connection for the Avaya IQ link
●
Proper administration of contact center data collection features; see
Appendix C: Communication Manager link administration on page 81.
Proactive Contact software
This section describes requirements for Proactive Contact systems.
●
Proactive Contact 3.0.1 SP1
●
PG230 hard dialer (Avaya IQ does not support the Proactive Contact soft dialer)
●
Patches PC3_739, PC3_740, PC3_747, PC3_766, PC3_792, DST_2007_PC3_824, and
PC3_881 must be installed
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15
Software requirements
●
Already configured to work with a Communication Manager system
●
The Proactive Contact system must be administered with blended inbound and outbound
agents
●
No support for standalone systems, outbound-only agents, call blending, or overflow
blending
Multiple Proactive Contact dialers can be deployed in an administrative group called a pod.
The dialers are grouped only for administration purposes and otherwise function
independently. Avaya IQ does not directly represent the pod configuration, although
Avaya IQ can connect to the individual dialers in the pod.
●
Network Time Protocol (NTP) time synchronization software
All application hosts must be synchronized using the same NTP source as all Proactive
Contact systems in the deployment.
Call Management System software
In many deployments, you will continue to use your existing Call Management System (CMS)
with Avaya IQ. The following CMS versions are required when used with Avaya IQ:
●
CMS R13.1, versions R13.1da.g and R13.1auxda.g
●
CMS R14, all versions
Enterprise directory software
Avaya IQ can work with Windows Active Directory on Windows 2000 Server and Windows 2003
Server to integrate enterprise users with the Avaya IQ user management system. This allows
you to add administrative and reporting users automatically from your enterprise directory
without using separate authentication from Avaya IQ. Avaya provisioning can integrate your
enterprise directory during initial implementation, or you can do the integration yourself using
the procedures provided in Integrating with Active Directory on page 95 in Avaya IQ
Administration.
16
Avaya IQ Preparing for Implementation
November 2007
Security certificates
Security certificates
When users access reporting or administration with Avaya IQ, the system uses secure HTTP
connections. Users will receive a security warning dialog. They must either accept the dialog
every time they access the system or they can permanently install the certificate.
To avoid this condition for your users, you can obtain trusted certificates that you can install on
the Avaya IQ application hosts. If you obtain these certificates before Avaya or a
BusinessPartner installs your system, you can request that they install the certificates for you.
The number of certificates you need to obtain depends on your configuration:
●
One certificate for an All Functions host
●
One certificate for an Administration host
●
One certificate for every Reporting host
Firewall port usage
This section lists all default firewall ports required by Avaya IQ. Give this list of ports to your
system administrator to determine if any of the ports being used are not available in your
network. In some cases, the default port numbers may conflict with your network. This may be
caused by conflicts with other applications you are running, firewall rules, corporate network
standards, or other reasons. Document any conflicts in Firewall port conflicts worksheet on
page 67.
The following definitions describe the headings used in the table.
Source Initiator: The device or application initiating a data flow.
Source Port: The default port(s) used by the source device or application.
Destination Receiver: The device or application receiving a data flow from a source.
Destination Port: The default port(s) used at the machine or application responding to an
initiator.
Source
Destination
Initiator
Ports
Receiver
Port
SSH Client
Dynamic, intranet
SSH Server (each host)
22
Reporting User Interface
Dynamic, intranet
SMTP Email Server (each
Reporting host)
25
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17
Software requirements
Source
Destination
Initiator
Ports
Receiver
Port
Web Browser
Dynamic, intranet
Apache
80
Linux network time protocol
daemon, ntpd (each host)
123
Linux network time
protocol daemon, ntpd
(each host)
123
User Service (Admin or All
Functions host)
Dynamic
slapd (Admin or All
Functions host)
389
Linux network time protocol
daemon, ntpd (each host)
631
Linux network time
protocol daemon, ntpd
(each host)
631
User Service (Admin or All
Functions host)
Dynamic
slapd (Admin or All
Functions host)
636
Oracle
1031
DSS
Database clients (Admin, All
Functions, or Reporting
hosts)
Dynamic, intranet
Event Manager
(Data Processing host)
18
DSS
1099
Oracle SQL*Net
(database host)
1521
System Mgmt Tomcat
(Admin or All Functions
host)
5001
CM Adaptor
(Data Processing host)
Dynamic, intranet
Communication Manager
5002
Local managed entities
(each host)
Dynamic, local host
(loopback)
Child watchd (each host)
7010
Child watchd (each host)
Dynamic, local host
(loopback)
Parent watchd (each host)
7011
License management client
(each host)
Dynamic, intranet
License management
server (WebLM)
(Admin or All Functions
host)
8080, 8443
License management admin
- Web browser
Dynamic, intranet
License management
server (WebLM)
(Admin or All Functions
host)
8080, 8443
Reporting host
Dynamic, intranet
Tomcat (Reporting host)
9300
Reporting host
Dynamic, intranet
Tomcat (Reporting host)
9334
Reporting Application
entities (Reporting host)
Dynamic
Reporting Application Log
Server (Reporting host)
9362
Web Browser or command
line
Dynamic, intranet
Tomcat (Reporting host)
9399
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Firewall port usage
Source
Destination
Initiator
Ports
Receiver
Port
All peer Service Locators
and clients (each host)
10000
Service Locator (each
host)
10010
Web services access to
Data Export
10080
Web Browser
18443
Reporting User Interface
18443
PC Adaptor (Data
Processing host)
31004
Proactive Contact
23120
PC Adaptor (Data
Processing host)
31004
Proactive Contact
23200
PC Adaptor (Data
Processing host)
31004
Proactive Contact
23260
Tomcat Service
Dynamic
Tomcat (Admin or All
Functions host)
28005
OAM User Web Browser
Dynamic, intranet
Tomcat (Admin or All
Functions host)
28080
OAM User Web Browser
Dynamic, Intranet
Tomcat (Admin or All
Functions host)
28443
10080
28444
JBoss
Jboss Instances
31001-31049
Event Mgmt Forwarder
(Data Processing host)
50025
Historical Fact Recorder
(Admin or All Functions
host)
31001
Network Log Server
(Admin or All Functions
host)
31050
Alarm Server (Admin or
All Functions host)
31050
Log client
(each host)
31050
Host Log Server (each
host)
31050
Host Log Server (each host)
31050
Network Log Server
(Admin or All Functions
host)
31050
System Configuration
Client, library within services
that use SDAS (each host)
DSS port for specific
service, identified
elsewhere in table
(Admin or All
Functions host)
SDAS
31050
Lifecycle utilities (each host)
50200 - 50299
Lifecycle Manager (each
host)
50000
Subsystem Administration
(Admin or All Functions
host))
31050
Lifecycle Manager (each
host)
50000
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19
Software requirements
Source
Destination
Initiator
Ports
Receiver
Port
Lifecycle utilities (each host)
50200 - 50299
Lifecycle Manager (each
host)
50001
PCS Adapter
(Data Processing host)
50027
Historical Event Processor
(Data Processing host)
50025
Proactive Contact
23200
PCS Adaptor (Data
Processing host)
50027
Event Management (Data
Processing host)
50025
PCS Adaptor (Data
Processing host)
50027
Historical Fact Recorder
(Admin or All Functions
host)
31001
IRS (Admin or All
Functions host)
52222
Historical Dim Recorder
(Admin or All Functions
host)
31002
IRS (Admin or All
Functions host)
52222
Many entities (each host)
Dynamic, intranet
ActiveMQ (each host)
61616
Many entities (each host)
Dynamic, intranet
ActiveMQ
61617
Permissive use policy
Avaya may support specific nonstandard Avaya IQ deployments. Contact your Avaya sales
representative or Avaya support for a copy of this policy.
20
Avaya IQ Preparing for Implementation
November 2007
Setting up the operating system
This section contains requirements and procedures for installing and setting up the operating
system (OS) in preparation for Avaya or a BusinessPartner to install Avaya IQ.
This section includes the following topics:
●
Operating system setup requirements on page 21
●
Installing the Red Hat Linux operating system on page 24
Operating system setup requirements
This section provides what facets of the OS must be set up to be compatible with Avaya IQ.
These requirements do not go into any details on how to set the OS options. These
requirements only note that certain options must be set. Some of those options will include, but
are not limited to, the following items:
●
Security on page 21
●
Event logging on page 22
●
Encryption on page 22
●
Firewall port setup on page 22
●
Time synchronization and time zone setup on page 23
●
OS and database compatibility on page 23
●
User ID requirements on page 23
●
Installing the database client software on page 24
Security
Your OS must be installed and maintained following the recommendations of the OS
manufacturer. Verify that system hardening steps and security best practices have been
followed before you install any application. These recommendations include the following
practices:
●
Install the minimum OS configuration allowed that supports Avaya IQ
●
Install firewalls to protect your internet connections.
Avaya IQ Preparing for Implementation
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21
Setting up the operating system
●
Locate your equipment in secure locations.
●
Keep your OS updated with the latest security patches.
●
Regularly monitor the security events logged by the OS.
●
Configure the OS to log the following security related events:
- Logins and logouts
- Administrative changes
- Activities of privileged logins
- Account privilege changes
- System configuration changes
- Addition, modification, or deletion of installed packages
●
Once Avaya IQ is installed, monitor the Avaya IQ security events via the Security and
Administration Audit categories in the Log Viewer.
For more information about securing your installation, see the following resources:
●
Security configuration documents and articles at the following Web sites:
http://www.cisecurity.org/
http://www.redhat.com
Event logging
Configure your OS to log security related events such as account privilege changes, logins and
logouts, and system configuration changes, addition, modification, or deletion of installed
packages. Regularly monitor the security events logged by the OS.
Encryption
A Certificate Authority (CA) is an entity that provides trusted, signed digital certificates. Though
additional certificates are not required to operate Avaya IQ, you can use the administration
interface to generate and install certificates or you can install certificates that you purchase from
third-party vendors.
Firewall port setup
During installation and operation, specific TCP ports are used by Avaya IQ and must be made
available. Use the information provided in Firewall port usage on page 17 to properly configure
external firewalls and Linux-based IP tables.
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Avaya IQ Preparing for Implementation
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Operating system setup requirements
Time synchronization and time zone setup
All application hosts must have NTP client software installed, configured, and working properly.
The NTP time synchronization service must be synchronized from the same NTP source as all
hosts, Communication Manager systems, and Proactive Contact systems in the deployment.
Product software cannot be installed without the presence of a functioning time synchronization
service.
The hosts must also have their time zone and daylight savings time rules administered properly
so that information from the sources match properly and are not shown out of synchronization.
OS and database compatibility
All application hosts in the deployment must use the same OS version as described in Software
requirements on page 13. The database host can use any OS that supports the proper version
of the database software, also documented in Software requirements on page 13. For example,
your application hosts must have the proper version of the Linux Red Hat OS, but your
database host can use Sun Solaris as the OS for the Oracle database software.
User ID requirements
Adhere to the following user ID requirements:
●
When Avaya IQ is installed, a number of Avaya services user IDs are installed at the same
time. These user IDs (sroot, craft, and tsc) are required during implementation and
ongoing support. These user IDs are reserved for this use and the customer should not
create similar user IDs because they will conflict with the Avaya user IDs. See User IDs
created during installation on page 11 for more information about user IDs created during
installation.
●
The customer must provide, as part of installation, an OS user ID that can be associated
with the installed files. Most installed files will be owned by this user and will be a member
of the group with the same name. This user ID will appear when you display the
permissions of the files, as well as when you list the processes that are executing on the
host. Many Avaya IQ processes run as this user ID. This user ID does not have login
capability, so do not select a user ID that you also want to use as an active login ID.
Avaya IQ Preparing for Implementation
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23
Setting up the operating system
Installing the database client software
You must install the Oracle database client software on the application hosts in your deployment
that will be administered with the following host functions:
●
All Functions on a Dual Host deployment
●
Administration on a Multiple Host deployment
●
Reporting on a Multiple Host deployment
You can identify which application hosts correspond to these functions on the Implementation
Report for Customer from the Implementation Planning Tool.
When you install the Oracle client software on the Avaya IQ hosts, make sure that you have
installed all supporting packages required for by the OS to support the Oracle client software.
All software requirements for Oracle can be found in Oracle documentation.
Use the instructions found in Oracle Database Client Installation Guide when installing the
Oracle client database software on the application hosts. When installing the client software,
you can use either of the following installation types:
●
Administrator
●
Runtime
Installing the Red Hat Linux operating system
This section contains a high-level procedure to assist you when installing the Linux OS on a
host where you will be installing the Avaya IQ software. For assistance when installing the OS,
use the OS installation documents. You can view the documents at the following Web site:
http://www.redhat.com/docs/manuals/enterprise/RHEL-4-Manual/
x8664-multi-install-guide/
!
Important:
Important:
Do not use this procedure to install the OS on your database host. The options
shown in this section are only for application hosts.
Before you begin the installation, collect the following information:
●
Confirm that your hardware is compatible with Red Hat Linux Version 4, Update 4 or 5.
See the following Web site:
http://hardware.redhat.com/hcl/
●
24
Obtain IP addresses for every host where you will install the OS.
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Installing the Red Hat Linux operating system
●
Record the size of the physical memory of each host. If you do not know this, it should be
displayed immediately after power-on. Press Esc or enter the BIOS configuration if
necessary.
●
Install BIOS/CMOS updates, firmware updates, and so on as required by Red Hat.
●
Check the physical memory using the following commands:
type free
cat /proc/meminfo
To install the operating system:
1. Insert the boot media and reboot the system. Your BIOS settings may need to be changed
to allow you to boot from the disc or USB device.
After a short delay, a screen containing the boot: prompt should appear. The screen
contains information on a variety of boot options. Each boot option also has one or more
help screens associated with it. To access a help screen, press the appropriate function
key as listed in the line at the bottom of the screen.
As you boot the installation program, be aware of two issues:
●
Once the boot: prompt appears, the installation program automatically begins if you
take no action within the first minute. You can press Enter to start the installation.
●
If you press a help screen function key, there is a slight delay while the help screen is
read from the boot media.
The CD Found dialog is displayed.
2. Select Skip.
The Welcome dialog is displayed.
3. Select Next.
The Language Selection dialog is displayed.
4. Select the language you want to use for the installation. For Avaya IQ Release 4.0, the
only supported language is English.
Note:
Note:
This is not the locale being used during run time.
5. Select Next.
The Keyboard Configuration dialog is displayed.
6. Select the correct layout type (for example, U.S. English) for the keyboard you would
prefer to use for the installation and as the system default.
If an existing installation of the OS is found on the host, the Upgrade dialog is displayed.
7. Select New Install.
Avaya IQ Preparing for Implementation
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25
Setting up the operating system
8. Select Next.
The Disk Setup dialog is displayed.
Partitioning allows you to divide your hard drive into isolated sections, where each section
behaves as its own hard drive. If you are not sure how you want your system to be
partitioned, read Appendix D An Introduction to Disk Partitions in the Red Hat installation
document for more information. You can choose to perform automatic partitioning or
manual partitioning using Disk Druid.
9. Select Manually partition with Disk Druid.
10. Select Next.
You must tell the installation program where to install Red Hat Enterprise Linux. This is
done by defining mount points for one or more disk partitions in which Red Hat Enterprise
Linux is installed. You may also need to create or delete partitions at this time.
11. Select Next.
12. If there are any partitions on the hard drive select them and delete them. To delete a
partition, highlight it in the Partitions section and select Delete.
A confirmation message is displayed.
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Avaya IQ Preparing for Implementation
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Installing the Red Hat Linux operating system
13. Confirm the deletion when prompted.
14. To add a new partition, select New.
The Add Partition dialog is displayed.
When assigning the size of each partition, use the following table as a guideline. The only
mount points that have a size required by Avaya IQ are marked with a footnote.
Mount point
Type
Minimum recommend size
n/a
swap
Use the following recommendations to calculate swap
space:
● If RAM is 1024 MB or less, set swap size to 2 times
the size of the RAM.
● If RAM is between 1025 MB and 2048 MB, set
swap size to 1.5 times the size of the RAM.
● If RAM is between 2049 MB and 8192 MB, set the
swap size equal to the size of the RAM.
● If RAM is more than 8192 MB, set swap size to
0.75 times the size of the RAM.
● If the swap space is larger than 2 GB, you should
split the required swap space into several swap
partitions of 2GB each to improve performance.
/
ext3
2048 MB
/avaya1
ext3
8192 MB
/boot
ext3
512 MB
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27
Setting up the operating system
Mount point
Type
Minimum recommend size
/home
ext3
2048 MB
/opt1
ext3
20480 MB plus any remaining space
/tmp1
ext3
4096 MB
/u01
ext3
10240 MB
/usr
ext3
10240 MB
/var1
ext3
10240 MB
1. Mount point name and size required for Avaya IQ.
15. Administer the following options:
●
Mount Point: Enter the partition's mount point. For example, if this partition should be
the root partition, enter /.
●
File System Type: Using the pull-down menu, select the appropriate file system type
for this partition.
●
Allowable Drives: This field contains a list of the hard disks installed on your system.
If a hard disk's box is highlighted, then a desired partition can be created on that hard
disk. If the box is not checked, then the partition will never be created on that hard
disk. By using different settings, you can have Disk Druid place partitions where you
need them, or let Disk Druid decide where partitions should go.
●
Size (MB): Enter the size (in megabytes) of the partition. A minimum 100 MB partition
will be created if you do not select a larger value.
●
Additional Size Options: Choose whether to keep this partition at a fixed size, to
allow it to grow (fill up the available hard drive space) to a certain point, or to allow it to
grow to fill any remaining hard drive space available. If you choose Fill all space up to
(MB), you must give size constraints in the field to the right of this option. This allows
you to keep a certain amount of space free on your hard drive for future use.
●
Force to be a primary partition: Select whether the partition you are creating should
be one of the first four partitions on the hard drive. If unselected, the partition is created
as a logical partition.
16. Select OK to create the partition.
17. Repeat Steps 14 through 16 to add all the partitions.
18. Once you have created all partitions on the disk, select Next.
The Boot Loader Configuration dialog is displayed.
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Avaya IQ Preparing for Implementation
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Installing the Red Hat Linux operating system
19. Do not make any changes to this dialog. Select Next.
The Network Configuration dialog is displayed.
The installation program automatically detects any network devices (ethernet ports) you
have and displays them in the Network Devices list. The only network device you should
activate is eth0.
Avaya IQ Preparing for Implementation
November 2007
29
Setting up the operating system
20. Select the eth0 network device and select Edit.
The Edit Interface dialog is displayed.
21. Select Activate on boot and enter the IP Address and Netmask for the host.
22. Select OK.
The Network Configuration dialog is displayed.
23. Set the host name manually using the host name or fully qualified host name. Enter any
gateway or DNS IP addresses if required for your network.
30
Avaya IQ Preparing for Implementation
November 2007
Installing the Red Hat Linux operating system
24. Select Next.
The Firewall Configuration dialog is displayed.
25. Select the following options depending on the host type:
Important:
●
Enable firewall for all application hosts.
●
Remote Login for all application hosts
●
Web Server for All Functions, Administration, and Reporting hosts
●
Enable SELinux Active for all application hosts
!
Important:
Do not enable SMTP or FTP services on any Avaya IQ application host.
26. Select Next.
The Additional Language Support dialog is displayed.
27. Select a default language and any other languages that may be used for the administration
and reporting interfaces of Avaya IQ. For Avaya IQ Release 4.0, the only language you
can select is English.
Avaya IQ Preparing for Implementation
November 2007
31
Setting up the operating system
28. Select Next.
The Time Zone Configuration dialog is displayed.
29. Select your location on the map or from the drop-down menu.
30. Select Next.
The Set Root Password dialog is displayed.
31. Create and confirm the password for root. Keep track of this password as the Avaya
implementation personnel will need to log in as root for a portion of the software
installation.
32. Select Next.
The Package Installation Defaults dialog is displayed.
33. Select Customize software packages to be installed.
34. Select Next.
The Package Group Selection dialog is displayed.
32
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Installing the Red Hat Linux operating system
35. Scroll down to the Miscellaneous section and select Minimal. When Minimal is selected,
all other software packages are unselected. Avaya recommends that you install the
minimal set of packages, which is adequate to support Avaya IQ. The Minimal option will
not provide a GUI-based console environment, but you can do a GUI install remotely if
needed.
Note:
Note:
Optionally, after selecting Customize software packages to be installed, you
may also select and install the following packages instead of doing a minimal
installation:
●
X Window System (required for GUI installation of Avaya IQ)
●
GNOME Desktop Environment
●
Editors (optional)
●
Graphical Internet
●
Text-based Internet
●
Server Configured Tools
●
Web Server
●
Windows File Server (optional)
●
Administration Tools
●
Printing Support (optional)
36. Select Next.
The About to Install dialog is displayed.
37. Select Next.
The Check for Install CDs dialog is displayed.
38. Select Continue.
Red Hat Linux is installed on the host. After the software is installed, the Installation
Complete dialog is displayed. After the system reboots, you can view a log of the
installation in /root/install.log.
39. Select Next to reboot the system. Remove any installation media if it is not ejected
automatically upon reboot.
After the normal power-up sequence, the graphical boot loader prompt is displayed. Do
whatever is appropriate to boot Red Hat Enterprise Linux. One or more screens of
messages should scroll by. Eventually, a login: prompt or a GUI login screen appears.
40. Avaya IQ requires that you manually install several RPM packages on the application
hosts. In addition to the RPMs listed here, you may need to install other RPMs after you
run the Configuration Audit Tool tests (see Using the Configuration Audit Tool on page 45).
Install the following RPM packages using the standard Linux RPM package installation
commands:
Avaya IQ Preparing for Implementation
November 2007
33
Setting up the operating system
●
compat-db-4.1.25-9
This RPM is required by Apache for the Report Gateway on the Reporting host for
libdb-4.1.so.
●
xorg-x11-deprecated-libs-6.8.1-23.EL.i386.rpm (or greater) and
xorg-x11-xauth-6.8.2-1.EL.13.36 (or greater)
These RPMs are required to use the GUI version of InstallShield.
●
ntp-4.2.0.a.20040617-4.EL4.1
This RPM provides the NTP service.
●
firefox-1.5.0.3-0.2.EL4
This RPM installs the Firefox browser on the server.
●
openldap-2.2.13-4, openldap-servers-2.2.13-4, and
openldap-clients-2.2.13-4 (or greater)
Make sure the server and client version of the package matches the base LDAP
package.
●
openmotif-2.2.3-9.RHEL4.1.i386.rpm (or greater)
This RPM is required for the reporting application.
!
Important:
Important:
Before you install the Oracle client software on the Avaya IQ hosts, make sure
that you have installed all supporting packages required for by the OS to support
the Oracle client software. All software requirements for Oracle can be found in
Oracle documentation.
41. Configure NTP on the host. If you installed a GUI interface, use the
system-config-date command to set your system time and NTP synchronization
source. You can also edit the /etc/ntp.conf file to set the NTP synchronization source.
42. Register your OS installation.
43. Repeat this procedure for each application host that will be used for Avaya IQ software.
34
Avaya IQ Preparing for Implementation
November 2007
Setting up database software
For a software-only deployment, the customer is responsible for all facets of database setup.
These facets include, but are not limited to, the following tasks:
●
Installing the database server and client software on the database host
●
Installing the database client software on certain application hosts before Avaya IQ is
installed
When you install Oracle on your database host, make sure that you have installed all supporting
packages required by the OS to support Oracle. All software requirements for Oracle can be
found in Oracle documentation.
While creating and configuring the database instance on the database host, do the following
procedures:
●
Partitioning the OS for the database on page 36
●
Creating database connections on page 36
●
Configuring Oracle parameters to improve Avaya IQ performance on page 36
●
Setting up character sets on page 37
●
Creating tablespaces on page 37
●
Creating database users and applying permissions on page 39
For more information about configuring the database options described in this section, consult
your database vendor documentation. See the Oracle Database Installation Guide and Oracle
Database Administrator’s Guide on the Oracle documentation Web site at:
http://www.oracle.com/technology/documentation/index.html
As you create these required options, tablespaces, and users on the database host, use the
Database host worksheets on page 59 to collect this information for yourself and for the Avaya
or BusinessPartner personnel who will install Avaya IQ.
To assist you in creating the tablespaces and users, we have provided a set of sample scripts
that you can use when building your own scripts. These scripts are found in
Appendix B: Sample database scripts on page 75.
When installing the database client on the application hosts, do the following procedures:
●
Installing the database client software on page 41
●
Creating a Net Service Name on page 41
Avaya IQ Preparing for Implementation
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35
Setting up database software
Partitioning the OS for the database
Use the following guidelines when partitioning the OS for the database host:
●
Customers who use a shared enterprise database should not do any special partitioning
for the OS. Use these partitioning suggestions only for systems that use a dedicated
Linux-based database host.
●
Follow any recommendations that you get from the Implementation Planning Tool outputs
on RAID configurations for the database.
●
Use outputs from the Implementation Planning Tool to provide the proper amount of space
for tablespaces.
●
Set Shared Memory (SHMMAX, SHMMNI, SHMALL, and so on).
●
Protecting /tmp from the rest of the hard disk by placing it on a separate partition can
ensure that the applications that need to write temporary files in /tmp are capable of
completing their processing even if the disk fills up.
●
FTP and HTTP servers use the /var partition. Denial of service attacks tend to corrupt or
fill disk space. If the partition fell under root (/), then the attack is capable of taking down
the entire host.
●
Review Oracle's sizing recommendations for Linux.
●
Refer to the Oracle Technology Network for more recommendations on disk partitioning.
Creating database connections
When you set up your database, you must set up a number of database connections.
Administer the number of database connections based on outputs from the Implementation
Planning Tool. The values from the Implementation Planning Tool are a starting point and you
must monitor your system to ensure that you have enough database connections for your
deployment.
Configuring Oracle parameters to improve Avaya IQ
performance
To prepare the Oracle database so that it operates most efficiently with Avaya IQ, there are
some parameters you must set when installing the Oracle database host software.
36
Avaya IQ Preparing for Implementation
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Setting up character sets
Administering these initialization parameters with the sizes shown in the following table will
improve database performance during materialized view refreshes.
Initialization parameter
Size
pga_aggregate_target
1258291 KB
sga_max_size
1536 MB
sga_target
1536 MB
You should also administer the redo logs as 20 groups with a size of 200 MB each.
Administering the redo logs with this setup will help improve the wait time during log file switch
operations. Otherwise, the transaction load will cause excessive wait times and may cause
incomplete messages to be written to the log files.
Setting up character sets
When configuring the database instance, most default settings will be adequate. One exception
is when you are configuring the character sets. You must enable the following options:
●
The Database Character Set must be set to Unicode AL32UTF8.
●
The National Character Set must be set to UTF8, UTF16, AL32UTF8, or AL16UTF16.
These character sets are required for the reporting interface.
Creating tablespaces
You must create a fixed number of tablespaces on your database to store administration and
reporting data that is associated with the system and the database users you create in Creating
database users and applying permissions on page 39. The recommended size of the
tablespaces are provided by the Implementation Report for Customer from the Implementation
Planning Tool. These values are based on your contact center traffic and sizing, which are
inputs to the Implementation Planning Tool. The sizes from the Implementation Planning Tool
are a starting point and you must monitor your system to ensure that the tablespaces have
enough space for day to day operation.
Avaya IQ Preparing for Implementation
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37
Setting up database software
The following table shows the tablespaces used with dimensional historical data, fact historical
data, and real-time data. These tablespaces are linked to the Avaya IQ software during the
configuration phase of implementation. Use the names in this table when you create the
tablespaces.
Purpose
Name
One tablespace to store the historical report
dimension data
RPT_DIM_TBL
Ten tablespaces to store the historical report fact
data
RPT_HIST01_TBL
RPT_HIST02_TBL
RPT_HIST03_TBL
RPT_HIST04_TBL
RPT_HIST05_TBL
RPT_HIST06_TBL
RPT_HIST07_TBL
RPT_HIST08_TBL
RPT_HIST09_TBL
RPT_HIST10_TBL
One tablespace to store the real-time report data
RPT_RT_TBL
The following table shows the tablespaces associated with some of the database users created
in Creating database users and applying permissions on page 39. After you have created the
tablespaces and database users, use the scripts in Appendix B: Sample database scripts on
page 75 as a guideline when you build scripts to associate the users with the correct
tablespaces. Use the names in this table when you create the tablespaces.
38
Purpose
Name
One tablespace to store data related to the
default application user
RPT_APPLICATION_TBL
One tablespace to store the system data store
data
RPT_SDS_TBL
One tablespace to store the reporting tool data
RPT_CONTENT_TBL
One tablespace to store the reporting user
interface data
RPT_UI_TBL
Avaya IQ Preparing for Implementation
November 2007
Creating database users and applying permissions
Use the autoextend option to allow the tables to grow by an amount acceptable within your
available space guidelines. If you do not receive any recommended tablespace sizes, create all
of these tablespaces and give them a starting size of 4 GB each. Record your tablespace sizes
in Database host worksheets on page 59.
Creating database users and applying permissions
You must create several users and give those users specific permissions so that the application
software can access the different data stores. Use the names in the following table when you
create the database users. These users are associated with the tablespaces created in
Creating tablespaces on page 37. After you have created the tablespaces and database users,
use the scripts in Appendix B: Sample database scripts on page 75 as a guideline to associate
the users with the correct tablespaces. Record your user names in the Database host
worksheets on page 59.
!
CAUTION:
CAUTION:
Database user names must not exceed 27 characters. Avaya IQ appends three
characters to the user name and Oracle has a 30 character limit for user names.
Use the names shown in this table to stay within the character limit. Once you
have assigned user names and passwords on the database, you cannot change
those user names and passwords during operation of Avaya IQ Release 4.0.
Purpose
User name
Historical Data Store owner
RPT_HIST_OWNER_USR
Historical Data Store user with read-write permission1
RPT_HIST_RW_USR
Historical Data Store user with read-only permission1
RPT_HIST_RO_USR
Real-time Data Store user
RPT_RT_USR
System Data Store user
RPT_SDS_USR
Content Data Store user
RPT_CONTENT _USR
Reporting UI Data Store user
RPT_UI_USR
1. These users are optional depending on your security needs. You may use the Historical Data Store
owner user (RPT_HIST_OWNER_USR) for this function or you may create the individual read-write or
read-only users.
Avaya IQ Preparing for Implementation
November 2007
39
Setting up database software
For security purposes, Avaya requires that you assign different user names for access to the
different data stores. For example, the Historical Data Store and the System Data Store
database users should not use the same database user name. Another reason to assign
different users is when you assign permissions to the different database users, you would not
want to assign read-write permissions to a user that requires only read permission.
Assign permissions to the data store users as shown in the following table:
Permissions
40
Historical Data Store
Real-time
Data
Store
User
System
Data
Store
User
Content
Data
Store
User
Reporting
UI Data
Store
User
Base
User
ReadWrite
User
ReadOnly
User
CREATE
SESSION
Yes
Yes
Yes
Yes
Yes
Yes
Yes
CREATE TABLE
Yes
No
No
Yes
Yes
Yes
Yes
CREATE VIEW
Yes
No
No
Yes
Yes
Yes
Yes
CREATE
PROCEDURE
Yes
No
No
Yes
Yes
Yes
Yes
CREATE
TRIGGER
Yes
No
No
Yes
Yes
Yes
Yes
CREATE
SEQUENCE
Yes
No
No
Yes
Yes
Yes
Yes
CREATE ROLE
Yes
No
No
Yes
No
Yes
Yes
UNLIMITED
TABLESPACE TO
<each application
tablespace>
Yes
Yes
No
Yes
Yes
Yes
Yes
QUERY REWRITE
Yes
No
No
Yes
No
No
No
CREATE
MATERIALIZED
VIEW
Yes
No
No
Yes
No
No
No
Avaya IQ Preparing for Implementation
November 2007
Installing the database client software
Installing the database client software
You must install the Oracle database client software on the application hosts in your deployment
that will be administered with the following host functions:
●
All Functions on a Dual Host deployment
●
Administration on a Multiple Host deployment
●
Reporting on a Multiple Host deployment
You can identify which application hosts correspond to these functions on the Implementation
Report for Customer from the Implementation Planning Tool.
When you install the Oracle client software on the Avaya IQ hosts, make sure that you have
installed all supporting packages required for by the OS to support the Oracle client software.
All software requirements for Oracle can be found in Oracle documentation.
Use the instructions found in Oracle Database Client Installation Guide when installing the
Oracle client database software on the application hosts. When installing the client software,
you can use either of the following installation types:
●
Administrator
●
Runtime
Creating a Net Service Name
To support communications between Avaya IQ reporting software and the database host, you
must create a Net Service Name on the application hosts where you have installed the Oracle
database client software. This includes the following application hosts in your deployment:
●
All Functions (Dual Host deployment)
●
Reporting (Multiple Host deployment)
To create a Net Service Name, you must edit the Oracle tnsnames.ora file on the application
hosts. This file is typically found at $ORACLE_HOME/network/admin/tnsnames.ora. You
must add an entry for the Net Service Name. The entry you add depends on whether you are
using a single database instance or a RAC database instance. You can create any value as the
Net Service Name.
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41
Setting up database software
The following is an example of the information you would add to the application host when using
a single database instance:
<Net_Service_Name> =
(DESCRIPTION =
(ADDRESS = (PROTOCOL = TCP)(HOST = <DB_host>)(PORT = 1521))
(CONNECT_DATA =
(SERVER = DEDICATED)
(SERVICE_NAME = <service_name>)
)
)
In this example:
●
<Net_Service_Name> is the Net Service Name that you have chosen
●
<DB_host> is the name of the single database host
●
<service_name> is the database service name
The following is an example of the information you would add to the application host when using
a RAC database instance:
<Net_Service_Name> =
(DESCRIPTION =
(ADDRESS = (PROTOCOL = TCP)(HOST = <DB_hostN>)(PORT = 1521))
(ADDRESS = (PROTOCOL = TCP)(HOST = <DB_hostN>)(PORT = 1521))
(ADDRESS = (PROTOCOL = TCP)(HOST = <DB_hostN>)(PORT = 1521))
(LOAD_BALANCE = yes)
(CONNECT_DATA =
(SERVER = DEDICATED)
(SERVICE_NAME = <service_name>)
(FAILOVER_MODE = yes)
(TYPE = SELECT)
(METHOD = BASIC)
(RETRIES = 180)
(DELAY = 5)
)
)
)
In this example:
42
●
<Net_Service_Name> is the Net Service Name that you have chosen
●
<DB_hostN> are the names of each database host in the RAC configuration
●
<service_name> is the database service name
Avaya IQ Preparing for Implementation
November 2007
Setting up data sources
This section contains any critical setup requirements for the sources that provide data to
Avaya IQ.
Note:
In general, Avaya IQ supports a lower number of data sources for a Dual Host
deployment compared to a Multiple Host deployment. The actual number of
sources will be determined using the Implementation Planning Tool plus other
sizing factors. These data sources can be any combination of Communication
Manager and Proactive Contact systems.
Note:
This section includes the following topics:
●
Setting up Communication Manager software on page 43
●
Setting up Proactive Contact software on page 44
Setting up Communication Manager software
The following is a list of setup and administrative requirements for any Communication Manager
system that is a source for Avaya IQ. Most of these items will have been done when the system
was originally installed, but these must verified before attempting to install Avaya IQ.
●
The NTP time synchronization service must be synchronized from the same NTP source
as all hosts, Communication Manager systems, and Proactive Contact systems in the
deployment. Product software cannot be installed without the presence of a functioning
time synchronization service.
●
The Communication Manager servers must also have their time zone and daylight savings
time rules administered properly so that information from the sources match properly and
are not shown out of synchronization.
●
Proper administration of contact center data collection features, verified during
implementation. See Appendix C: Communication Manager link administration on
page 81. Verify that all queues and routing points are administered for measuring by
Avaya IQ.
Avaya IQ Preparing for Implementation
November 2007
43
Setting up data sources
Setting up Proactive Contact software
The following is a list of setup and administrative requirements for any Proactive Contact
system that is a source for Avaya IQ. Most of these items were probably administered when the
Proactive Contact system was originally installed, but these must verified before attempting to
to install Avaya IQ. Contact Avaya or BusinessPartner support to verify that the Proactive
Contact system is administered properly.
44
●
In Avaya IQ 4.0, you may associate one Proactive Contact system with a single
Communication Manager system. You cannot associate a Proactive Contact system to
more than one Communication Manager system.
●
The NTP time synchronization service must be synchronized from the same NTP source
as all hosts, Communication Manager systems, and Proactive Contact systems in the
deployment. Product software cannot be installed without the presence of a functioning
time synchronization service.
●
An ASAI (also known as CTI) link must be set up between the Proactive Contact system
and its associated Communication Manager system.
●
The Proactive Contact system must be administered for blended agents.
●
Routing Points (VDNs) and queues (skills) used by the Communication Manager system
for the Proactive Contact system must be measured. Note that the only two job types
(queues) that are currently supported are outbound and managed.
Avaya IQ Preparing for Implementation
November 2007
Using the Configuration Audit Tool
After you have installed the OS on the application hosts and the database software on the
database host, you must run the Configuration Audit Tool to test your hosts to make sure you
have the OS set up properly and that you can communicate between application hosts and the
database host.
Running the Configuration Audit Tool
The Configuration Audit Tool provides the following capabilities:
●
To confirm that the application hosts meet certain minimum hardware and software
requirements so that the Avaya IQ software can be installed properly.
●
To test connectivity between the application host and the database. These tests also
create a file that contains database user names and connection strings that are used
during implementation.
●
To confirm that the database host is installed with the correct Oracle software and that the
proper character sets have been administered.
●
To confirm that the users added to the database have been administered with the proper
privileges.
●
To confirm connectivity between the application hosts.
●
To confirm the maximum number of historical database processes.
●
To confirm connectivity between the reporting software and the database.
You can run groups of tests, you can run each test individually, or you can run tests using an
input file that contains the required test input answers.
This section includes the following topics:
●
Installing the Configuration Audit Tool on page 46
●
Uninstalling the Configuration Audit Tool on page 47
●
Test descriptions on page 47
●
Information required to run database tests on page 49
●
Test result files on page 50
●
Running an installation audit on page 50
●
Verifying application host configurations on page 51
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45
Using the Configuration Audit Tool
●
Running a database audit on page 52
●
Running a DBA audit on page 53
●
Running individual tests on page 53
●
Running tests using an input file on page 54
Installing the Configuration Audit Tool
The Configuration Audit Tool is distributed as an RPM package and must be installed manually
on each application host. The tool is not installed on the database host. You must copy the RPM
from the software installation disc or from the product download Web site. Avaya recommends
that you check the version on the installation disc and the Web site and use the most up to date
version.
To install the Configuration Audit Tool, you first install two additional RPM packages:
●
tcl-8.4.7-2.i386.rpm
●
expect-5.42.1-1.i386.rpm
These RPMs should be available from the Linux RedHat installation disc. The commands to
install these RPMs are shown later in this section.
To download the Configuration Audit Tool from the Web site:
1. From a PC that has SSH copy access to all of your application hosts, browse to the Avaya
support Web site:
http://support.avaya.com
2. Select Download Center.
3. Select Download My Software.
4. Log in to the support center. If you are not registered, register your installation using your
Sold To number.
5. From the list of products, select IQ (Avaya IQ).
6. Select Configuration Audit Tool.
7. Download the Configuration Audit Tool zip file to your PC.
8. Unzip the package of files onto your PC.
9. Copy the files from your PC to the /avaya directory or /tmp directory on every application
host in your deployment.
To copy the Configuration Audit Tool package from the installation disc:
1. Insert the installation disc into your application host disc drive.
2. Log on as root.
46
Avaya IQ Preparing for Implementation
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Running the Configuration Audit Tool
3. Enter the following commands:
mount /dev/cdrom mnt
cd /mnt
cp <CAT_Package> /avaya/
The <CAT_Package> variable represents the name of the CAT package.
4. Repeat this procedure for each application host in your deployment. You will run the
Configuration Audit Tool at each host.
To install the Configuration Audit Tool:
1. Move to the directory where you copied the RPM files.
2. Enter the following commands:
rpm -Uvh tcl-8.4.7-2.i386.rpm
rpm -Uvh expect-5.42.1-1.i386.rpm
rpm -Uvh Avaya-CAT-XX.YY-ZZ.i386.rpm
Insert the actual version numbers in place of the XX.YY-ZZ variable. The Configuration
Audit Tool RPM is unpacked and installed in /opt/Avaya/CCR/util/CAT.
3. Repeat this procedure for each application host in your deployment. You will need to run
the Configuration Audit Tool at each host.
Uninstalling the Configuration Audit Tool
To uninstall the Configuration Audit Tool, enter:
rpm -e Avaya-CAT
The Configuration Audit Tool is uninstalled.
Note:
Note:
Even if you remove the Configuration Audit Tool, all testing result directories are
retained in the following location:
/opt/Avaya/CCR/util/CAT
Test descriptions
The following is a brief description of each test. Your version of the Configuration Audit Tool may
have more or fewer tests. All file locations noted in these tests are found in the following
location:
/opt/Avaya/CCR/util/CAT
Avaya IQ Preparing for Implementation
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47
Using the Configuration Audit Tool
1) OS_Version: Confirms that the OS version meets the minimum requirement.
2) RAM: Confirms that the system memory (RAM) meets the minimum requirement.
3) CPU_Speed: Confirms that the CPU speed meets the minimum requirement.
4) CPU_Architecture: Confirms that the CPU architecture meets the minimum requirement.
5) Opt_Disk_Space: Confirms that there is enough free disk space in /opt.
6) Tmp_Disk_Space: Confirms that there is enough free disk space in /tmp.
7) Var_Disk_Space: Confirms that there is enough free disk space in /var.
8) TmpPerm: Confirms that the proper permissions exist on the /tmp directory.
9) Hist_DB_Connectivity: Confirms connectivity between the Avaya IQ software and the
historical data store.
10) RT_DB_Connectivity: Confirms connectivity between the Avaya IQ software and the
real-time data store.
11) SDS_DB_Connectivity: Confirms connectivity between the Avaya IQ software and the
system data store.
12) CSC_DB_Connectivity: Confirms connectivity between the Avaya IQ software and the
content data store.
13) RUI_DB_Connectivity: Confirms connectivity between the Avaya IQ software and the
reporting user interface data store.
14) Network_Information: Displays network interface information for the application host.
15) Manifest: Confirms a successful installation of Avaya IQ. This test checks the installed
Avaya IQ files against a known baseline. At initial installation, you should see no differences.
During operation when files may have been changed, you will see differences which may affect
the operation of Avaya IQ. You can use this test to troubleshoot those operational issues.
16) RPMs: Confirms that the dependent RPM packages are installed. The results of this test
are written to TimeStamp\rpmDependency.out. The output of this test is shown in two
sections:
●
The first section of the output file shows the RPMs that you must install. If the RPM is
shown with >= (greater than or equal to), you can install that version or a more recent
version. If the RPM is shown with = (equal to), you must install that exact version.
●
The second section of the file shows all RPMs that are required for Avaya IQ.
17) Connectivity: Confirms SSH network connectivity to hosts that you enter when running the
command.
18) Hist_DB_Version: Confirms the Oracle version of the historical database.
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Avaya IQ Preparing for Implementation
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Running the Configuration Audit Tool
19) RT_DB_Version: Confirms the Oracle version of the real-time database.
20) Hist_DB_Char_Set: Confirms the character set for the historical database.
21) RT_DB_Char_Set: Confirms the character set for the real-time database.
22) Hist_DB_User_Privs: Confirms the user privileges for the historical database.
23) RT_DB_User_Privs: Confirms the user privileges for the real-time database.
24) Hist_DB_Procs: Confirms the minimum number of historical database processes.
25) Reporting_Conn: Confirms connectivity to the reporting software.
26) Hist_DB_Table_Space: Confirms connectivity between the historical database user and te
historical tablespaces. You must know the historical tablespace names to run this test.
27) Realtime_DB_Table_Space: Confirms connectivity between the real-time database user
and the real-time tablespace. You must know the real-time tablespace names to run this test.
28) PCVersion: Displays version information for any connected Proactive Contact system. You
must know the account login and password, and the Proactive Contact System name.
Information required to run database tests
When you are running an installation audit, database audit, or individual database tests, you
must provide information about the database connections to complete the tests. This section
describes the information you will need while running these tests. As each of these tests are
run, CAT validates that the database information is correct before the test is validated. This
validation helps ensure that the installation and configuration processes will complete
successfully.
Much of this information should have been collected when the customer set up their database
users and tablespaces. See Appendix A: Customer information worksheets on page 57 and
reuse any information collected by the customer.
The following information is required when running the installation audit or database audit:
Database user name and password: This is the user name and password assigned to each of
the data stores, historical, real-time, and so on. See Creating database users and applying
permissions on page 39 in Avaya IQ Preparing for Implementation.
Database server type: This is the type of database that is installed. This can be either a single
instance or a Real Application Clusters (RAC) instance.
Host name or IP address: This is the database host name or IP address.
Port number: This is the listener port number used to communicate between the Avaya IQ
software and the database.
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Database service name: This is the Oracle Service Name administered in the tnsnames.ora
file. See Creating a Net Service Name on page 41 in Avaya IQ Preparing for Implementation.
System user name and password: This is the Oracle database system user name. The
system user name is often sys or system.
Historical or Real Time database user name to check: This is the historical or real-time
database user name required to check for privilege assignments.
Reporting interface user ID and password: This is the user name assigned the Reporting UI
data store. The default name suggested by Avaya is RPT_UI_USR, but you must use whatever
was administered on the database. This is the same user ID as when you run the
RUI_DB_Connectivity test. See Creating database users and applying permissions on
page 39 in Avaya IQ Preparing for Implementation.
TNS Name: This is the Oracle Net Service Name administered in the tnsnames.ora file. See
Creating a Net Service Name on page 41 in Avaya IQ Preparing for Implementation.
Test result files
Results from the tests are written to several files or files in subfolders found in the /opt/
Avaya/CCR/util/CAT directory:
●
connection.out - This file contains the database user names, connection strings, and
Net Service Name used by Avaya IQ to communicate with the database. This file is
readable by the software configuration program so that you do not have to manually input
the user names or the connection strings during the software configuration phase.
●
install.out - This file contains the most recent results of an installation audit. When all
of these tests pass, the Avaya IQ software can be installed and configured.
●
TimeStamp/result.out - This file contains every set of test results for every test
session.
●
TimeStamp/rpmDependency.out - This file contains information about the RPMs that
are missing from the installation. Any missing RPMs must be installed before you continue
with the installation.
Running an installation audit
You must run an installation audit on every application host before Avaya IQ software can be
installed and configured. All installation audit tests must pass to help ensure a successful
installation. During an installation audit, the host application tests, database connection string
tests, database version tests, character set tests, and reporting UI connection tests are run.
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Running the Configuration Audit Tool
To run the installation audit:
1. Enter:
cd /opt/Avaya/CCR/util/CAT
./cat.sh
The Configuration Audit Tool main menu is displayed.
2. Select Installation_Audit from the main menu.
The installation audit begins by running tests on the application host. No input is required
to run these tests.
3. The database tests begin next. When prompted, enter the database connection
information for each of the data stores used with the database. Most of this information
should have been collected using the Database host worksheets on page 59 when the
database host was installed and set up. If this information is not readily available, the
customer must provide this information.
4. After the database connection tests are completed, the rest of the tests run automatically.
The RPM dependency results are written to the TimeStamp/rpmDependency.out file.
The Configuration Audit Tool main menu is displayed.
5. If any of the database connection strings failed, recheck your values and run the
installation audit again before you quit out of the tool.
!
Important:
Important:
If you run the installation audit again without leaving the main menu, you will only
have to answer questions for the database connection strings that failed. This will
save you time running the tests.
6. When finished with testing, select q to leave the tool.
7. Correct any failed items and run the installation audit until all of the tests pass.
Verifying application host configurations
If any of the application host configuration tests are failing, you can run just those tests until you
correct the failure and all of the tests pass. This will save you time if the database connection
tests pass and you only need to run the host configuration tests. During an application host
audit, all of the host hardware, host free space, /tmp permissions, and RPMs dependency tests
are run.
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Using the Configuration Audit Tool
To run the application host configuration audit:
1. Enter:
cd /opt/Avaya/CCR/util/CAT
./cat.sh
The Configuration Audit Tool main menu is displayed.
2. Select App_Host_Audit from the main menu.
The server audit begins by running tests on the application host. No input is required to run
these tests. Most test results are written to the TimeStamp/result.out file. The RPM
dependency results are written to the TimeStamp/rpmDependency.out file.
3. When finished with testing, select q to leave the tool.
4. Correct any failed items and run the server audit until all of the tests pass.
Running a database audit
If any of the database configuration tests are failing, you can run just those tests until you
correct the failure and all of the test pass. This will save you time if the application host tests
pass and you only need to run the database connection tests. During a database audit, the
database connectivity, database version, character set, database user privileges, database
processes, reporting interface connectivity, and tablespace connectivity tests are run.
To run the database audit:
1. Enter:
cd /opt/Avaya/CCR/util/CAT
./cat.sh
The Configuration Audit Tool main menu is displayed.
2. Select Database_Audit from the main menu.
3. When prompted, enter the database connection information for each of the data stores
used with the database. Most of this information should have been collected using the
Database host worksheets on page 59 when the database host was installed and set up. If
this information is not readily available, the customer must provide this information.
4. After the database connection tests are completed, the database version and character set
tests are run.
The Configuration Audit Tool main menu is displayed.
5. If any of the database connection strings failed, recheck your values and run the database
audit again before you quit out of the CAT. You will only have to answer questions for the
database connection strings that failed.
6. When finished with testing, select q to leave the CAT.
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Running the Configuration Audit Tool
7. Correct any failed items and run the installation audit again until all of the tests pass so that
the tool can generate accurate connection strings for the connection.out file.
Running a DBA audit
If any of the DBA configuration tests are failing, you can run just those tests until you correct the
failure and all of the test pass. During a DBA audit, the database user privileges, database
processes, and tablespace connectivity tests are run.
To run a database audit:
1. Enter:
cd /opt/Avaya/CCR/util/CAT
./cat.sh
The Configuration Audit Tool main menu is displayed.
2. Select DBA_Audit from the main menu.
3. When prompted, enter the database information for each of the tests. Most of this
information should have been collected using the Database host worksheets on page 59
when the database host was installed and set up. If this information is not readily available,
the customer must provide this information.
The Configuration Audit Tool main menu is displayed.
4. If any of the DBA Audit tests failed, recheck your values and run the DBA audit again
before you quit out of the CAT. You will only have to answer questions for the DBA audit
tests that failed.
5. When finished with testing, select q to leave the CAT.
6. Correct any failed items and run the installation audit again until all of the tests pass so that
the tool can generate accurate connection strings for the connection.out file.
Running individual tests
You can run individual tests to help troubleshoot and tests that are failing. This can help save
time when correcting host or database test failures.
To run an individual test:
1. Enter:
cd /opt/Avaya/CCR/util/CAT
./cat.sh
The Configuration Audit Tool main menu is displayed.
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Using the Configuration Audit Tool
2. Select Individual_Audit from the main menu.
The list of individual tests are displayed.
3. Select a test to run. Answer any prompts.
4. When finished with testing, select b to return to the main menu.
5. Correct any failures and run the test until the test passes.
6. When finished with testing, select q to leave the CAT.
Running tests using an input file
Every time you run a test, the keystrokes that contain your test responses are saved in a file
named .input. You can use these saved responses to build input files that emulate running
tests manually. The input file contains answers to one or more tests. An input file can help you
run a test repeatedly to help determine the correct options without having to enter the same
answers repeatedly.
!
Important:
Important:
The .input file is overwritten every time you run a test. If you want to save the
responses captured in the .input file, save a copy of that file so you can edit the
responses and adjust for any failed tests.
The following is an example input file that runs individual test number 8, the historical database
connectivity test. Comments can be added to the file as shown in this example. Also, blank lines
are valid input commands, so do not leave any blank lines unless required by the test.
# Select main menu test 4
4
# Select individual test 8
8
# Responses for test 8
RPT_HIST_OWNER_USR
<password>
lavender
1521
TNSserver
# Pressing Enter to continue
# Exit CAT
q
To save an input file and run tests using the input file:
1. Enter:
cd /opt/Avaya/CCR/util/CAT
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Running the Configuration Audit Tool
2. Enter:
./cat.sh
3. Manually run a test, such as installation audit, answering all of the questions as you go
through the test.
4. Quit out of the tool.
5. Save the .input file to another file, for example:
cp .input InputFile
6. Edit the saved file, changing responses as needed to make the tests pass.
7. Enter:
./cat.sh --responseFile=InputFile
The test is run using the file named InputFile. The results of the test are written to the
screen as if you ran the test manually.
8. Check the output of the test in the TimeStamp/result.out file.
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Using the Configuration Audit Tool
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Appendix A: Customer information
worksheets
This section contains a series of worksheets to help you collect data about the components
used in your deployment. The completed worksheets should be given to your Avaya or
BusinessPartner provisioning team to use during implementation. If more convenient, you can
collect this information in a word processing file that you can give to the provisioning team.
This section includes the following worksheets:
●
Database host worksheets on page 59
●
Application host worksheet on page 65
●
Firewall port conflicts worksheet on page 67
●
Communication Manager worksheet on page 69
●
Proactive Contact worksheet on page 71
●
Active Directory worksheet for LDAP integration on page 73
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Appendix A: Customer information worksheets
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Database host worksheets
Database host worksheets
Use these worksheets to collect data about the database host, users, tablespaces, and data
stores. Note that if you are using a single host for both the application and the database, some
of the basic information will be repeated on the application host worksheets.
Some of this data must be obtained from the customer and some of this data will be provided as
an output of the Implementation Planning Tool.
Note:
Note:
Some of the options have been populated with names recommended by Avaya.
Although these names can always be changed by customer requirements, using
the recommended names will assist Avaya services when troubleshooting the
system.
Basic database host information
Required information
Setting
Host name
IP address
Fully qualified service name
Net Service Name (also known
as service name or global
service name)
System user password
JDBC driver location1
Oracle home location
Hardware specs2
OS version2
Database version2
1. The JDBC driver must have read permissions to at least the owner and the group.
2. From Implementation Planning Tool outputs.
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Appendix A: Customer information worksheets
Data store information
Required information
Setting
Content Data Store
Database host (IP or FQDN)1
Database user name1
RPT_CONTENT_USR
Database password
Database TCP port1 (default=1521)
Oracle service name
Connection string2
Historical Data Store
Database host (IP or FQDN)1
Database name1
Database TCP port1 (default=1521)
Database user
RPT_HIST_OWNER_USR
Database user password
Read-only user3
RPT_HIST_RO_USR
Read-only user password
Read-write user3
RPT_HIST_RW_USR
Read-write user password
Connection string2
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Database host worksheets
Required information
Setting
Real-time Data Store
Database host (IP or FQDN)1
Database name1
Database TCP port1 (default=1521)
Database user
RPT_RT_USR
Database user password
Connection string2
Reporting UI Data Store
Database host (IP or FQDN)1
Database name1
Database TCP port 1 (default=1521)
Database login ID
RPT_UI_USR
Database password
Connection string2
System Data Store
Database host (IP or FQDN)1
Database user name
RPT_SDS_USR
Database password
Database TCP port1 (default=1521)
Oracle service name1
Schema name
Schema owner
Connection string2
1. Required to run the Configuration Audit Tool installation audit.
2. Provided by the Configuration Audit Tool after successfully running the
installation audit. The file that contains the strings is located at /opt/
Avaya/CCR/util/CAT/connection.out.
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Appendix A: Customer information worksheets
3. These users are optional depending on your security needs. You may
use the Historical Data Store owner user (RPT_HIST_OWNER_USR) for
this function or you may create the individual read-write or read-only
users.
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Database host worksheets
Tablespace information
Tablespaces
Name
Dimension report data
RPT_DIM_TBL
Historical fact report data 1
RPT_HIST01_TBL
Historical fact report data 2
RPT_HIST02_TBL
Historical fact report data 3
RPT_HIST03_TBL
Historical fact report data 4
RPT_HIST04_TBL
Historical fact report data 5
RPT_HIST05_TBL
Historical fact report data 6
RPT_HIST06_TBL
Historical fact report data 7
RPT_HIST07_TBL
Historical fact report data 8
RPT_HIST08_TBL
Historical fact report data 9
RPT_HIST09_TBL
Historical fact report data 10
RPT_HIST10_TBL
Real-time data
RPT_RT_TBL
Default application data
RPT_APPLICATION_TBL
Dimensional data
RPT_SDS_TBL
Content store data
RPT_CONTENT_TBL
Reporting UI data
RPT_UI_TBL
Size1
1. From Implementation Planning Tool outputs.
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Appendix A: Customer information worksheets
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Application host worksheet
Application host worksheet
Use a copy of this worksheet to collect data about each of your application hosts. For a multiple
host deployment, make as many copies as needed to collect data for each application host.
Required information
Your setting
Host name
IP address
Hardware specs1
OS version1
NTP server IP address
Host function1
Installation user name
Root password2
Start of week day2
1. From Implementation Planning Tool outputs.
2. Needed during installation and configuration.
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Appendix A: Customer information worksheets
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Firewall port conflicts worksheet
Firewall port conflicts worksheet
Based on the firewall ports that Avaya IQ uses as described in Firewall port usage on page 17,
list any firewall ports that will need to be changed during Avaya IQ implementation. Give this
information to the Avaya or BusinessPartner team before they begin your implementation.
Firewall port
Reason for conflict
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Appendix A: Customer information worksheets
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Communication Manager worksheet
Communication Manager worksheet
Use a copy of this worksheet to collect data about each of your Communication Manager
sources in your deployment. This information is used during initial administration to set up the
link from Avaya IQ and the Communication Manager systems. See
Appendix C: Communication Manager link administration on page 81 for more information.
Required information
Your setting
Name
Description (including model number)
IP address (CLAN or processor ethernet)
TCP port
Release1
Source ID
Input ID
1. From Implementation Planning Tool outputs.
Some of this information can be acquired from the Communication Manager system
administration interface:
IP address: Use list ip-interface all to show the CLAN or processor ethernet port IP
addresses.
TCP port: Use display comm proc to show the TCP port for the Avaya IQ link, if
administered.
All other options must be provided by the customer either before or during implementation.
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Appendix A: Customer information worksheets
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Proactive Contact worksheet
Proactive Contact worksheet
Use a copy of this worksheet to collect data about each of your Proactive Contact sources in
your deployment. This information is used during initial administration to set up the link from the
Proactive Contact system and its associated Communication Manager system.
Required information
Your setting
Name
Description
Proactive Contact System name
IP Address
Host name
Naming service host
Naming service port
Account login
statspmp
Account password
(default, if never changed)
Source ID
Input ID
There is no interface available to the customer to determine most of these options. The
customer must submit a trouble ticket to Avaya support and ask for these options in preparation
for an Avaya IQ installation. The Name, Description, Source ID, and Input ID options can be
defined by the customer.
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Appendix A: Customer information worksheets
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Active Directory worksheet for LDAP integration
Active Directory worksheet for LDAP integration
Use the following worksheet to collect information about your Active Directory server so you can
synchronize your enterprise directory with Avaya IQ. Have your Active Directory IT personnel
work with Avaya or BusinessPartner provisioning to define all of the options shown in this
worksheet. Two critical items are the Base Node and Search Filter. These options determine
exactly which users will by synchronized from your Active Directory into the Avaya IQ directory.
Note:
Note:
Not all options are shown in this worksheet.
Option
Your value
Active Directory IP address or DNS name
Port number (default is 389; SSL default is 636)
Active Directory user name
Active Directory user name password
LDAP base node name
Search filter
Execution Frequency
User DN suffix (optional)
User DN prefix (optional)
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Appendix A: Customer information worksheets
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Appendix B: Sample database scripts
This section contains sample database scripts that can be used to create tablespaces and
users so that the application can communicate properly with your database host. You should
create the tablespaces first. After you create the tablespaces, you can create the database
users and associate the database users with the tablespaces. You can download sample
database scripts from the Avaya support Web site. The sizes you will input for the tablespaces
are provided in the Implementation Report for Customer from the Implementation Planning Tool
outputs.
This section includes the following topics:
●
How to download sample database scripts on page 75
●
Sample database scripts for creating tablespaces on page 76
●
Sample scripts for creating users and tablespace associations on page 78
How to download sample database scripts
To download sample database scripts from the Web site:
1. From a PC that has SSH copy access to your database host, browse to the Avaya support
Web site:
http://support.avaya.com
2. Select Download Center.
3. Log in to the support center. If you are not registered, register your installation using your
Sold To number.
4. From the list of products, select Avaya IQ.
5. Download the Avaya IQ Sample Database Scripts to your PC.
6. Copy the script from your PC to the /tmp directory on your database host.
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Appendix B: Sample database scripts
Sample database scripts for creating tablespaces
CREATE BIGFILE TABLESPACE "RPT_DIM_TBL" DATAFILE '/u01/app/oracle/oradata/reporting/
RPT_DIM_TBL' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING EXTENT MANAGEMENT
LOCAL SEGMENT SPACE MANAGEMENT AUTO;
CREATE BIGFILE TABLESPACE "RPT_HIST01_TBL" DATAFILE '/u01/app/oracle/oradata/reporting/
RPT_HIST01_TBL' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING EXTENT
MANAGEMENT LOCAL SEGMENT SPACE MANAGEMENT AUTO;
CREATE BIGFILE TABLESPACE "RPT_HIST02_TBL" DATAFILE '/u01/app/oracle/oradata/reporting/
RPT_HIST02_TBL' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING EXTENT
MANAGEMENT LOCAL SEGMENT SPACE MANAGEMENT AUTO;
CREATE BIGFILE TABLESPACE "RPT_HIST03_TBL" DATAFILE '/u01/app/oracle/oradata/reporting/
RPT_HIST03_TBL' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING EXTENT
MANAGEMENT LOCAL SEGMENT SPACE MANAGEMENT AUTO;
CREATE BIGFILE TABLESPACE "RPT_HIST04_TBL" DATAFILE '/u01/app/oracle/oradata/reporting/
RPT_HIST04_TBL' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING EXTENT
MANAGEMENT LOCAL SEGMENT SPACE MANAGEMENT AUTO;
CREATE BIGFILE TABLESPACE "RPT_HIST05_TBL" DATAFILE '/u01/app/oracle/oradata/reporting/
RPT_HIST05_TBL' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING EXTENT
MANAGEMENT LOCAL SEGMENT SPACE MANAGEMENT AUTO;
CREATE BIGFILE TABLESPACE "RPT_HIST06_TBL" DATAFILE '/u01/app/oracle/oradata/reporting/
RPT_HIST06_TBL' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING EXTENT
MANAGEMENT LOCAL SEGMENT SPACE MANAGEMENT AUTO;
CREATE BIGFILE TABLESPACE "RPT_HIST07_TBL" DATAFILE '/u01/app/oracle/oradata/reporting/
RPT_HIST07_TBL' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING EXTENT
MANAGEMENT LOCAL SEGMENT SPACE MANAGEMENT AUTO;
CREATE BIGFILE TABLESPACE "RPT_HIST08_TBL" DATAFILE '/u01/app/oracle/oradata/reporting/
RPT_HIST08_TBL' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING EXTENT
MANAGEMENT LOCAL SEGMENT SPACE MANAGEMENT AUTO;
CREATE BIGFILE TABLESPACE "RPT_HIST09_TBL" DATAFILE '/u01/app/oracle/oradata/reporting/
RPT_HIST09_TBL' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING EXTENT
MANAGEMENT LOCAL SEGMENT SPACE MANAGEMENT AUTO;
CREATE BIGFILE TABLESPACE "RPT_HIST10_TBL" DATAFILE '/u01/app/oracle/oradata/reporting/
RPT_HIST10_TBL' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING EXTENT
MANAGEMENT LOCAL SEGMENT SPACE MANAGEMENT AUTO;
CREATE BIGFILE TABLESPACE "RPT_RT_TBL" DATAFILE '/u01/app/oracle/oradata/reporting/
RPT_RT_TBL' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING EXTENT MANAGEMENT
LOCAL SEGMENT SPACE MANAGEMENT AUTO;
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Sample database scripts for creating tablespaces
CREATE BIGFILE TABLESPACE "RPT_APPLICATION_TBL" DATAFILE '/u01/app/oracle/oradata/
reporting/RPT_APPLICATION_TBL' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING
EXTENT MANAGEMENT LOCAL SEGMENT SPACE MANAGEMENT AUTO;
CREATE BIGFILE TABLESPACE "RPT_SDS_TBL" DATAFILE '/u01/app/oracle/oradata/reporting/
RPT_SDS_TBL' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING EXTENT MANAGEMENT
LOCAL SEGMENT SPACE MANAGEMENT AUTO;
CREATE BIGFILE TABLESPACE "RPT_CONTENT_TBL" DATAFILE '/u01/app/oracle/oradata/
reporting/RPT_CONTENT_TBL' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING
EXTENT MANAGEMENT LOCAL SEGMENT SPACE MANAGEMENT AUTO;
CREATE BIGFILE TABLESPACE "RPT_UI_TBL" DATAFILE '/u01/app/oracle/oradata/reporting/
RPT_UI_TBL' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING EXTENT MANAGEMENT
LOCAL SEGMENT SPACE MANAGEMENT AUTO;
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Appendix B: Sample database scripts
Sample scripts for creating users and tablespace
associations
CREATE USER RPT_HIST_OWNER_USR PROFILE "DEFAULT" IDENTIFIED BY <user_password> DEFAULT
TABLESPACE "RPT_APPLICATION_TBL" ACCOUNT UNLOCK;
GRANT CREATE SESSION TO RPT_HIST_OWNER_USR;
GRANT CREATE TABLE TO RPT_HIST_OWNER_USR;
GRANT CREATE VIEW TO RPT_HIST_OWNER_USR;
GRANT CREATE PROCEDURE TO RPT_HIST_OWNER_USR;
GRANT CREATE TRIGGER TO RPT_HIST_OWNER_USR;
GRANT CREATE SEQUENCE TO RPT_HIST_OWNER_USR;
GRANT CREATE ROLE TO RPT_HIST_OWNER_USR;
GRANT UNLIMITED TABLESPACE TO RPT_HIST_OWNER_USR;
GRANT QUERY REWRITE TO RPT_HIST_OWNER_USR;
GRANT CREATE MATERIALIZED VIEW TO RPT_HIST_OWNER_USR;
CREATE USER RPT_HIST_RW_USR PROFILE "DEFAULT" IDENTIFIED BY <user_password> DEFAULT
TABLESPACE "RPT_APPLICATION_TBL" ACCOUNT UNLOCK;
GRANT CREATE SESSION TO RPT_HIST_RW_USR;
GRANT UNLIMITED TABLESPACE TO RPT_HIST_RW_USR;
CREATE USER RPT_HIST_RO_USR PROFILE "DEFAULT" IDENTIFIED BY <user_password> DEFAULT
TABLESPACE "RPT_APPLICATION_TBL" ACCOUNT UNLOCK;
GRANT CREATE SESSION TO RPT_HIST_RO_USR;
CREATE USER RPT_RT_USR PROFILE "DEFAULT" IDENTIFIED BY <user_password> DEFAULT
TABLESPACE "RPT_RT_TBL" ACCOUNT UNLOCK;
GRANT CREATE SESSION TO RPT_RT_USR;
GRANT CREATE TABLE TO RPT_RT_USR;
GRANT CREATE VIEW TO RPT_RT_USR;
GRANT CREATE PROCEDURE TO RPT_RT_USR;
GRANT CREATE TRIGGER TO RPT_RT_USR;
GRANT CREATE SEQUENCE TO RPT_RT_USR;
GRANT CREATE ROLE TO RPT_RT_USR;
GRANT UNLIMITED TABLESPACE TO RPT_RT_USR;
GRANT QUERY REWRITE TO RPT_RT_USR;
GRANT CREATE MATERIALIZED VIEW TO RPT_RT_USR;
CREATE USER RPT_SDS_USR PROFILE "DEFAULT" IDENTIFIED BY <user_password> DEFAULT
TABLESPACE "RPT_SDS_TBL" ACCOUNT UNLOCK;
GRANT CREATE SESSION TO RPT_SDS_USR;
GRANT CREATE TABLE TO RPT_SDS_USR;
GRANT CREATE VIEW TO RPT_SDS_USR;
GRANT CREATE PROCEDURE TO RPT_SDS_USR;
GRANT CREATE TRIGGER TO RPT_SDS_USR;
GRANT CREATE SEQUENCE TO RPT_SDS_USR;
GRANT UNLIMITED TABLESPACE TO RPT_SDS_USR;
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Sample scripts for creating users and tablespace associations
CREATE USER RPT_CONTENT_USR PROFILE "DEFAULT" IDENTIFIED BY <user_password> DEFAULT
TABLESPACE "RPT_CONTENT_TBL" ACCOUNT UNLOCK;
GRANT CREATE SESSION TO RPT_CONTENT_USR;
GRANT CREATE TABLE TO RPT_CONTENT_USR;
GRANT CREATE VIEW TO RPT_CONTENT_USR;
GRANT CREATE PROCEDURE TO RPT_CONTENT_USR;
GRANT CREATE TRIGGER TO RPT_CONTENT_USR;
GRANT CREATE SEQUENCE TO RPT_CONTENT_USR;
GRANT CREATE ROLE TO RPT_CONTENT_USR;
GRANT UNLIMITED TABLESPACE TO RPT_CONTENT_USR;
CREATE USER RPT_UI_USR PROFILE "DEFAULT" IDENTIFIED BY <user_password> DEFAULT
TABLESPACE "RPT_UI_TBL" ACCOUNT UNLOCK;
GRANT CREATE SESSION TO RPT_UI_USR;
GRANT CREATE TABLE TO RPT_UI_USR;
GRANT CREATE VIEW TO RPT_UI_USR;
GRANT CREATE PROCEDURE TO RPT_UI_USR;
GRANT CREATE TRIGGER TO RPT_UI_USR;
GRANT CREATE SEQUENCE TO RPT_UI_USR;
GRANT CREATE ROLE TO RPT_UI_USR;
GRANT UNLIMITED TABLESPACE TO RPT_UI_USR;
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Appendix B: Sample database scripts
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Appendix C: Communication Manager link
administration
In preparation to install Avaya IQ, you must coordinate link administration on your
Communication Manager systems. This section contains the procedures required to set up the
link on a Communication Manager system. Share this information with your Avaya or
BusinessPartner services personnel.
This section includes the following topics:
●
Administering a link between Communication Manager and Avaya IQ on page 81
Administering a link between Communication Manager
and Avaya IQ
After you associate the Communication Manager systems to your hosts (Creating and
associating sources on page 80 in Avaya IQ Implementation), you must administer the links
from the Communication Manager systems to the hosts. This section provides those
procedures. You must do the procedures in this section for every Communication Manager that
connects to the Avaya IQ system.
!
Important:
Important:
Avaya IQ requires that additional switch features be enabled to ensure that
contact center events are properly captured. Verify that administration has been
completed as described in this section.
This section includes the following topics:
●
Administering data collection options on page 82
●
Administering UCID options on page 82
●
Administering the Avaya IQ and Communication Manager release options on page 83
●
Administering a C-LAN connection on page 85
●
Administering a processor ethernet port connection on page 90
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Appendix C: Communication Manager link administration
Administering data collection options
You must administer the following data collection options on every Communication Manager
system in the deployment:
●
Enable measurements for hunt groups (skills), trunk groups, and VDNs in the deployment.
Measuring these resources means that reporting data will be sent to Avaya IQ. The
measurement option can be set to either external or both. Do not allow any hunt groups
(skills), trunk groups, or VDNs to go unmeasured.
●
Administer Universal Call ID (UCID) for all trunk groups that might possibly be used to
transport calls in or out of the Communication Manager system.
You can optionally administer path replacement for trunk groups that are used to transport calls
in or out of the Communication Manager system. The need for path replacement depends on
your network configuration.
For more details about these data collection options, see the following sections of Avaya Call
Center Automatic Call Distribution (ACD) Guide:
●
Best Service Routing
●
Implementing the Time of Day Clock Synchronization feature
●
Information Forwarding
●
Look-Ahead Interflow
●
Reporting Adjuncts (this section is named Call Management System in the R3.1 version of
this document)
●
Universal Call ID
Administering UCID options
UCID parameters must be administered for all trunk groups that might possibly be used to
transport calls in or out of the Communication Manager system. For more details about these
UCID options, see Avaya Call Center Automatic Call Distribution (ACD) Guide.
This section includes the following topics:
●
UCID feature options on page 82
●
UCID trunk options on page 83
UCID feature options
Using the change system-parameters features command, administer the following
options:
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Administering a link between Communication Manager and Avaya IQ
Create Universal Call ID (UCID): Found on Page 5, set this option to y.
UCID Network Node ID: Found on Page 5, enter a unique number that can be used to identify
UCID messages from this Communication Manager system. Each Communication Manager
system that connects to Avaya IQ must use a unique ID number. This number is used when
troubleshooting error messages collected by the Avaya IQ system. The valid range is 1-32767.
Send UCID to ASAI: Found on Page 12 or 13, set this option to y.
UCID trunk options
UCID must be enabled for every ISDN trunk group that carries contact center calls. Using the
change trunk-group command, administer the following options:
UUI IE Treatment: Found on Page 3, set this option to shared.
Maximum Size of UUI IE Contents: Found on Page 3, set this option to a value between 32
and 128. The default is 128.
Send UUI IE: Found on Page 3, set this option to y.
Send UCID: Found on Page 3, set this option to y.
Universal Call ID (UCID): Found on Page 5, set this option to a priority value of 1 to ensure
that the UCID messages are transported properly.
Administering the Avaya IQ and Communication Manager release
options
The following table reflects the recommended settings for the G3 Version, Call Center
Release, and Reporting Adjunct Release based on the software release of Communication
Manager. You can set the administration options to an earlier version, but you will not have
access to all of the features of the recommended release.
Software release
Administration options
G3
Version
Call Center
Release
Reporting
Adjunct
Release
Communication Manager 3.1
V13
3.0
R13.1
Communication Manager 4.0
V14
4.0
4.0
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Appendix C: Communication Manager link administration
To administer the Avaya IQ and Communication Manager release options, complete the
following procedures:
●
Verifying the Communication Manager release on page 84
●
Verifying the customer options on page 84
●
Setting the reporting adjunct release on page 84
Verifying the Communication Manager release
The Communication Manager release number must be administered when you create the
Communication Manager data sources on Avaya IQ. This procedure is documented in Creating
Communication Manager sources on page 80. To accurately administer the Communication
Manager release, use the list configuration software-versions command to
display the software installed on the Communication Manager system. The software release
numbers are interpreted as shown in the following examples:
●
R013x.01.4.642.1 means Release 3.1.4, load 642.1
●
R014x.00.1.731.2 means Release 4.0.1, load 731.2
Verifying the customer options
Using the display system-parameters customer-options command, check the
following options:
G3 Version: this option is found on Page 1. For Communication Manager 3.1, this option must
be set to V13. For Communication Manager 4.0, this option must be set to V14. If the software
version is not correct, you must apply a new license file that has the correct version.
Call Center Release: This option is found on Page 6. For Communication Manager 3.1, this
option must be set to 3.0. For Communication Manager 4.0, this option must be set to 4.0. If the
release number is not correct, you must apply a new license file that has the correct release.
Expert Agent Selection (EAS): This option is found on Page 6. This option must be set to y. If
this feature is not enabled, you must apply a new license file that has this feature enabled.
EAS-PHD: This option is found on Page 6. This option must be set to y. If this feature is not
enabled, you must apply a new license file that has this feature enabled.
Setting the reporting adjunct release
Using the change system-parameters features command, set the Reporting Adjunct
Release option found on Page 12. The option names and settings are different based on the
Communication Manager software installed on the system. See the Release option in Creating
Communication Manager sources on page 80 for the interactions of these options.
●
84
If the Communication Manager software release is 3.1 and the CMS release is R13.1, set
the Reporting Adjunct Release option to R13.1.
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Administering a link between Communication Manager and Avaya IQ
●
If the Communication Manager software release is 3.1 and there is no CMS being used in
the configuration, set the Reporting Adjunct Release option to R13.1.
●
If the Communication Manager software release is 4.0 and the CMS (appl mis) option is
R13.1, set the CCR (appl ccr) option to 4.0.
●
If the Communication Manager software release is 4.0 and the CMS (appl mis) option is
R14.0, set the CCR (appl ccr) option to 4.0.
●
If the Communication Manager software release is 4.0 and there is no CMS being used in
the configuration, set the CCR (appl ccr) option to 4.0.
Administering a C-LAN connection
Use the procedures in this section to administer a TCP/IP connection to a C-LAN circuit pack.
Do the procedures in the following order:
●
Adding node names and IP addresses on page 85
●
Adding a C-LAN IP interface on page 86
●
Adding an ethernet data module on page 87
●
Adding the processor interface channels on page 88
●
Adding IP routing on page 89
●
Enabling the processor interface channel on page 89
●
Saving translations on page 89
Adding node names and IP addresses
Use the change node-names ip command to assign the name and IP address of the
Avaya IQ host. Administer the following options:
Name: Enter the host name of the Avaya IQ All Functions host (for Dual Host deployments),
Data Processing hosts (for Multiple Host deployments), and any gateway hosts used in the
network. The node names can be entered in any order. The names are displayed in alphabetical
order the next time the form is displayed. The default node name entry is display-only and is
not used for this application.
For consistency, use the Avaya IQ host name as defined when you set the host function. See
About sites, hosts, and sources on page 66 for more information.
These names are also used in the IP interfaces, data module, IP routing, and other forms. If you
change the node name in this form, it is automatically updated on the other forms.
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Appendix C: Communication Manager link administration
!
CAUTION:
CAUTION:
Plan out the network before you assign any IP addresses. Any future changes
that require a change to IP addresses will cause a service disruption.
IP Address: Enter the IP address of the Avaya IQ All Functions host (for Dual Host
deployments), Data Processing hosts (for Multiple Host deployments), and any required
gateways.
Listing IP interfaces
Use the list ip-interface all command to list all existing IP interfaces. You can use an
existing C-LAN interface if available. If no interfaces are available, you must add a new C-LAN
board.
Adding a C-LAN IP interface
Use the add ip-interface <Board_Location> command to assign a C-LAN circuit pack
as an IP interface.
!
CAUTION:
CAUTION:
If the IP interface is already administered, do not change the administration.
Changing the administration could cause failure with IP telephones and other
adjunct links.
Administer the following options:
Type: Enter C-LAN.
Slot: Enter the equipment location of the C-LAN circuit pack.
Code/Suffix: This is a display-only field that shows the designation number of the circuit pack
installed in the specified slot.
Node Name: Enter the Communication Manager node name assigned on the Node Names
form. In this example, enter voicehost. The same node name cannot be assigned to two
different IP interfaces.
IP Address: This field is display-only, taken from the IP Node Names screen, based on the
node name entered.
Subnet Mask: Identifies which portion of an IP address is a network address and which is a
host identifier. Use the default entry, or check with the LAN administrator on site if connecting
through the customer LAN.
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Administering a link between Communication Manager and Avaya IQ
Gateway Address: Enter the address of a network node that will serve as the default gateway
for the IP interface. If the application goes to points off the subnet, the gateway address of the
router is required. If the Communication Manager and Avaya IQ host are on the same subnet, a
gateway is not required. If using ethernet only, and a gateway address is administered, no IP
routes are required.
Enable Ethernet Port: Enter y to indicate that the Ethernet port associated with the TN2602AP
circuit pack is in service. If this is an active board, set to n only when there is no standby, or
when the standby has been disabled. Enter n in this field before you make changes to the
screen.
Net work Region: For a C-LAN IP interface, use 1.
VLAN: Enter y if this is on a virtual LAN or n for a standard LAN.
Target socket load and Warning level: Enter the maximum number of sockets targeted for
this interface. If the number of sockets exceeds the targeted number, a warning alarm is
generated.The default is 400.
Receive Buffer TCP Window Size: Enter the threshold for the number of sockets used by this
C-LAN, which when reached, triggers a warning message to be sent to the error log.
Link: This display-only field shows the administered link number for an Ethernet link.
Allow H.323 Endpoints: This field controls whether or not IP endpoints can register on the
interface.
Allow H.248 Gateways: This field controls whether or not H.248 media gateways (G700,
G350, G250) can register on the interface.
Gatekeeper Priority: Appears only if Allow H.323 Endpoints is y and the Communication
Manager server is a main server or an LSP. This field does not display on an ESS server. This
field allows a priority to be set on the interface. This affects where the interface appears on the
gatekeeper list.
Auto: Enter y for auto-negotiation or n for manual speed and duplex settings. If you enter n,
you must assign the Speed and Duplex options. Avaya recommends that you use
auto-negotiation.
Speed: Enter either 10Mbps or 100Mbps.
Duplex: Enter either full or half.
Adding an ethernet data module
Use the add data-module <extension> command to assign the Ethernet port of the
C-LAN circuit pack. Administer the following options:
Data Extension: Enter an unassigned extension number or next on the command line.
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Appendix C: Communication Manager link administration
Type: Enter ethernet.
Port: Enter the equipment location of the C-LAN circuit pack (TN799). For the ethernet link,
always use circuit 17 (for example, 01A0317).
Link: Enter a TCP/IP link number (1-33). This entry corresponds to the Interface Link option on
the Processor Channel form.
Name: Enter a name for the data module. This name will display when you list the assigned
data modules.
Network uses 1’s for Broadcast Address: This sets the host portion of the IP address to 0s
or 1s. The default is yes (all 1s). Use the default if the private network contains only Avaya
systems and adjuncts. Enter n only if the network includes non-Avaya systems that use the 0s
method of forming broadcast addresses.
Adding the processor interface channels
Use the change communication-interface processor-channels command to assign
the processor channel attributes. Administer the following options:
Proc Chan: Select a processor channel for this link.
Enable: Enter n when adding the channel.
Appl: Enter mis for Communication Manager 3.1 and earlier. Enter ccr for Communication
Manager 4.0 and later.
Gtwy To: Leave blank.
Mode: Enter s for server.
Interface Link: Enter the TCP/IP link number used on the ethernet data module form.
Interface Chan: Enter the TCP channel number (5000-64500).
Destination Node: Enter the node name of the Avaya IQ host as assigned on the Node Names
form.
Destination Port: Use the default of 0.
Session Local/Session Remote: The local and remote port assignments must be symmetrical
between the Communication Manager and the Avaya IQ host. The standard provisioning
procedure is to set the local and remote port assignments equal to the Communication Manager
processor channel used for this link. For example, if you use processor channel 10, set the local
and remote port to 10.
Mach ID: Not used.
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Administering a link between Communication Manager and Avaya IQ
Adding IP routing
Use the add ip-route command to set up the IP routes from the Communication Manager to
the Avaya IQ host. This is required when:
●
The Communication Manager and the Avaya IQ host are on different subnets, or
●
When a Gateway Address is not administered for the C-LAN IP interface.
Administer the following options:
Route Number: If you are going through a router, you must set up IP route 1 from the
Communication Manager to the router and set up IP route 2 from the Communication Manager
to the Avaya IQ host.
Destination Node: This field represents the node name of the destination for this route. You
would typically enter the node name for the Avaya IQ host or a router, depending on your
configuration.
Network Bits: Enter a value from 0-30.
Subnet Mask: Enter a subnet mask.
Gateway: Enter the node name of the gateway by which the destination node is reached for this
route. This is either the local C-LAN port of the first intermediate node between the C-LAN port
and the final destination. For example, if there were one or more routers between the C-LAN
port and the final destination node (the Avaya IQ host), the gateway would be the node name of
the first router.
C-LAN Board: Enter the equipment location of the C-LAN circuit pack that provides this route.
It is possible to have more than one C-LAN circuit pack, but most configurations will only have
one C-LAN.
Metric: Specifies the complexity of this IP route. Enter 0 if there are no intermediate nodes
between the C-LAN port and the ethernet port on the Avaya IQ host. A metric value of 1 is used
only on a Communication Manager that has more than one C-LAN circuit pack installed.
See Administration for Network Connectivity for more information about using this field.
Enabling the processor interface channel
Use the change communication-interface processor-channels command to enable
the processor channel. Administer the following options:
Enable: Enter y to enable the channel.
Saving translations
Use the save translation command to save these translations.
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Appendix C: Communication Manager link administration
Administering a processor ethernet port connection
Use the procedures in this section to administer a network connection when connected to a
processor ethernet port. Do the procedures in the following order:
●
Verifying the Processor Ethernet port on page 90
●
Displaying the processor ethernet port on page 90
●
Adding node names and IP addresses on page 90
●
Adding the processor interface channels on page 91
●
Enabling the processor interface channel on page 91
●
Saving translations on page 92
Verifying the Processor Ethernet port
Use the display system-parameters customer-options command to verify that the
processor ethernet port is enabled. The Processor Ethernet option is listed in the Optional
Features pages. If the processor ethernet port is not enabled, you must apply a new license file
to the Communication Manager that has this option enabled.
Displaying the processor ethernet port
Use the display ip-interface procr command to display the IP address to the
processor ethernet port. Use this form to verify that the IP interface has been administered.
!
CAUTION:
CAUTION:
In most cases, the IP interface is already administered. Do not change the
administration. Changing the administration could cause failure with IP
telephones and other adjunct links.
Adding node names and IP addresses
Use the change node-names ip command to assign the name and IP address of the
Avaya IQ host. Administer the following options:
Name: Enter the host name of the Avaya IQ host and any gateway hosts used in the network.
The node names can be entered in any order. The names are displayed in alphabetical order
the next time the form is displayed. The default node name entry is display-only and is not
used for this application.
For consistency, use the Avaya IQ host name as defined when you set the host function. See
About sites, hosts, and sources on page 66 for more information.
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Administering a link between Communication Manager and Avaya IQ
These names are also used in the IP interfaces, data module, IP routing, and other forms. If you
change the node name in this form, it is automatically updated on the other forms.
IP Address: Enter the IP address of the Avaya IQ host and any required gateways.
!
CAUTION:
CAUTION:
Plan out the network before you assign any IP addresses. Any future changes
that require a change to IP addresses will cause a service disruption.
Adding the processor interface channels
Use the change communication-interface processor-channels command to assign
the processor channel attributes. Administer the following options:
Proc Chan: Select a processor channel for this link.
Enable: Enter n when adding the channel.
Appl: Enter mis for Communication Manager 3.1 and earlier. Enter ccr for Communication
Manager 4.0 and later.
Gtwy To: Leave blank.
Mode: Enter s for server.
Interface Link: Enter the TCP/IP link number.
Interface Chan: Enter the TCP channel number (5000-64500).
Destination Node: Enter the node name of the Avaya IQ host as assigned on the Node Names
form.
Destination Port: Use the default of 0.
Session Local/Session Remote: The local and remote port assignments must be symmetrical
between the Communication Manager and the Avaya IQ host. The standard provisioning
procedure is to set the local and remote port assignments equal to the Communication Manager
processor channel used for this link. For example, if you use processor channel 10, set the local
and remote port to 10.
Mach ID: Not used.
Enabling the processor interface channel
Use the change communication-interface processor-channels command to enable
the processor channel. Administer the following options:
Enable: Enter y to enable the channel.
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Appendix C: Communication Manager link administration
Saving translations
Use the save translation command to save these translations.
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Glossary
$CCR_HOME
The variable that represents the install location for the software. The installation
path is /opt/Avaya/CCR.
$CSBASE
The variable that represents the install location for the Core Services software.
The installation path is /opt/coreservices.
access permissions
The permissions association between a user and a resource by way of a
resource group. Access permissions can identify view, add, edit, and delete. If
no access permissions are assigned, no access is allowed.
application host
A host computer where the Avaya IQ software is installed.
blended agents
Agents who receive inbound calls as well as make outbound calls.
C&SI
Consulting and Systems Integration. This Avaya organization provides
implementation services and custom solutions for Avaya products.
category
A collection of related reporting groups.
Common User
Service
This feature provides an interface to administer and authenticate users through
a third party enterprise identity management system.
Communication
Manager
Communication Manager is the Avaya communication server that controls
incoming and outgoing calls for your contact center.
Configuration Audit
Tool
A tool that tests connectivity between the database host and application hosts
and ensures that the hosts are ready for Avaya IQ software to be installed.
Contact Center
Reporting (CCR)
The internal development name for Avaya’s next generation reporting platform,
now known as Avaya IQ. Any references to CCR apply to Avaya IQ.
Content Store
This data store contains standard report definitions, custom report definitions,
and administration data for report components.
cradle to grave
reporting
Reports track events that occur when a customer contact enters the contact
center until the contact ends.
database host
computer
A host computer where the database software used for Avaya IQ is installed.
Data Integration
This subsystem allows you to import data into existing Avaya IQ data, or export
data out to non-Avaya IQ applications. You must use a third party data import or
data export application to perform either of these functions.
deployment pattern
A combination of site patterns that create a specific customer deployment.
enterprise directory
This directory is an optional identity management system you can use with
Avaya IQ.
Event Management
This subsystem collects events from external sources and processes the
events into historical or administrative data.
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Foundation
Foundation
This subsystem provides functions that are used throughout the application.
Some of the types of functions provided are administration, security, logging,
alarming, and licensing.
group
A collection of related reporting entities, such as agents, queues, and routing
points.
handle
A measurable event that occurs when a contact center resource initiates an
active state of interaction with a contact. Multiple handle counts for a single
contact can attribute to a contact center resource if the contact transfers to
other destinations and subsequently returns to that resource.
Historical Data
Consolidation
This subsystem writes the historical data from multiple Event Management
subsystems to the Historical Data Store. This subsystem enables the
application to process events from multiple sources.
Historical Data
Management
This subsystem provides database management functions.
Historical Data Store
This data store contains the historical data for reports.
host computer
A host computer is the physical hardware that executes the software. A host
computer is a single machine that can contain one or more CPUs.
host function
The application functionality implemented on a host computer. The host
function determines which software subsystems, containers, and processing
elements operate on a host computer.
Implementation
Planning Tool
A tool used to take customer requirements and create a deployment that fits
their needs.
Internal LDAP
Cache
This data store contains the data that defines the Avaya IQ users. The Internal
LDAP Cache is part of the Common User Service. The Internal LDAP Cache is
located with the System Management subsystem, not the RDBMS server.
Local Content Store
This data store contains the real-time report definitions and administration data
needed to run real-time reports.
Real-Time Data
Cache
This data store contains the current real-time data.
Real-Time Data
Collection
This subsystem provides access to the real-time data from the an Event
Management subsystem.
Real-Time Data
Consolidation
This subsystem provides a consolidated view of real-time data from multiple
Real-Time Data Collection subsystems.
Real-Time Data
Store
This data store contains status and summary data for each interval. Intervals
can be 15, 30, or 60 minutes.
Real-Time Report
Execution
This subsystem manages the display of automatically refreshing real-time
reports.
redirects
A measurable event that occurs when an incoming contact is delivered to a
point of service, but subsequently redirected to an alternate destination for
service. The processing rules that trigger a contact redirect typically consider
factors such as expected wait time and alert duration.
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view
Report Gateway
This subsystem provides web access for reports. You view Avaya IQ reports
through a web browser using a thin client interface.
Report Management
This subsystem allows you to access the data in the Historical data store, view,
create, manage, and distribute reports.
resource
Any resource that can be managed using administration or reporting. Agents,
application operations, roles, access groups, and users are types of resources.
routing point
The telephone number used to route calls into the contact center routing
processes. A routing point is also known as a vector directory number (VDN).
routing process
A program used to define the process with which the communication system
routes incoming calls for contact center processing. A routing process is also
know as a vector.
service locator
A naming service that allows the users of the distributed system to
transparently locate a service at runtime based on the type, location, or
instance ID.
silent install
A way to install software without using a GUI.
site pattern
A combination of host functions deployed at a site.
source
A system or application that provides data to Avaya IQ.
subsystem
A logical collection of one or more software entities that execute in the same
system and are managed as a set.
System Data Store
This data store contains administration and configuration data for Avaya IQ.
System
Management
This subsystem provides operations, administration, and maintenance
functions for Avaya IQ. This subsystem also allows you to administer the
contact center software.
UUID
Universally Unique Identifier
view
A collection of related categories.
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Index
Index
A
L
Active Directory . . . . . . . . . . . . . . . . . . 12
administering
data collection options . . . . . . . . . . . . . 82
application host software . . . . . . . . . . . . . . 13
licensing . . . . . . . . . . . . . . . . . . . . . . 10
Net Service Name . . . . . . . . . . . . . . . . . 41
network requirements . . . . . . . . . . . . . . . . 11
C
Call Management System software . . . . . . .
character sets . . . . . . . . . . . . . . . . .
common Communication Manager administration
Communication Manager administration . . . . .
Communication Manager software . . . . . . .
configuring Oracle parameters . . . . . . . . .
. . 16
. . 37
. . 83
. . 81
. 15, 43
. . 36
D
data collection options .
data sources. . . . . .
database client software
database connections .
database host software .
database scripts . . . .
database users . . . .
disk partitioning . . . .
N
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
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. . 82
. . 43
. 24, 41
. . 36
. . 14
. . 75
. . 39
. . 27
E
enterprise directory . . . . . . . . . . . . . . . . 12
enterprise directory software . . . . . . . . . . . . 16
O
operating system requirements . . . . . . . . . . . 21
P
partitioning the database OS
permissive use policy . . . .
pop-up blocker settings . . .
Proactive Contact software .
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. . 36
. . 20
. . 15
15, 44
R
remote access requirements . . . . . . . . . . . . . 9
S
security certificates . . . . . . . . . . . . . . . . . 17
software requirements . . . . . . . . . . . . . . . 13
start of week day . . . . . . . . . . . . . . . . . . . 9
T
F
tablespaces . . . . . . . . . . . . . . . . . . . . 37
firewall ports . . . . . . . . . . . . . . . . . . . . 17
U
G
user permissions . . . . . . . . . . . . . . . . . . 39
Glossary . . . . . . . . . . . . . . . . . . . . . 93
W
I
Implementation Planning Tool . . . . . . . . . . . . 7
installing Red Hat Linux . . . . . . . . . . . . . . 24
Avaya IQ Preparing for Implementation
web browser software . . . .
worksheets . . . . . . . . .
application host . . . . .
Communication Manager
database host . . . . . .
firewall ports . . . . . .
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November 2007
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14
57
65
69
59
67
97
Index
Proactive Contact . . . . . . . . . . . . . . . . 71
98
Avaya IQ Preparing for Implementation
November 2007