Avaya Communication
Server 1000 Deployment
Guide
NN44400-803
Document status: Standard
Document issue: 01.01
Document date: 06 April 2012
Product release: Release 6.2
Job function: Solution
Type: Technical Publication
Language type: English
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Contents
Introduction
11
Hot-standby High Availability 14
Agent experience during a switchover 15 Administrator experience during a switchover 15
Example solution values
17
Configuration data worksheets 17
Values for installing and configuring the Hot-standby High Availability solution 18 Domain Administrator requirements 20
High Availability and Domain Name System (DNS) 20 CCMA Replication account 21
Agent Desktop – Domain Organizational Unit and Group Policy 21
Avaya Communication Server 1000 section
23
Avaya Communication Server 1000 deployment
25
Avaya Communication Server 1000 and Avaya Aura® Contact Center High Availability 25 Configuring general parameters 26
Avaya Communication Server 1000 connections configuration 29
Defining the ELAN subnet with LD 17 29 Enabling the ELAN subnet link 31 Checking the ELAN subnet link 31 Defining a default gateway address 32
Avaya Communication Server 1000 configuration
33
Configuring ACD queues 33 Configuring CDNs on the PABX 35 Defining an agent phone 36
Obtaining the switch serial number of the Avaya Communication Server 1000 38
Contact Center server software installation section
39
Co-resident server software installation
41
Installing Windows Server 2008 Release 2 41 Configuring Windows Server 2008 43
Installing the latest operating system service packs 45 Connecting to the contact center subnet 45
Disabling NetBIOS 46
Connecting the Embedded LAN subnet 48 Configuring the binding order 48
Disabling the Remote Access services 49 Configuring SNMP on your server 51 Adding the server to a domain 52
Downloading the most recent patches to the server 53 Disabling Internet Protocol version 6 54
Disabling unused Network Adapters 55
Enabling Microsoft Remote Desktop connection 55 Configuring Data Execution Prevention 56
Importing the Contact Center Firewall Security policy 57
Installing operating system components for Contact Center Manager Administration 59 Configuring MIME types to support Microsoft updates 62
Installing the Contact Center server software on the co-resident server 64 Disabling Java Runtime Environment updates on the co-resident server 71 Confirming that the Contact Center services start 72
Configuring Internet Explorer on the Contact Center server 73 Verifying the Web Services 77
Patching the co-resident server 78
Contact Center Multimedia server software installation
79
Installing Windows Server 2008 Release 2 79 Configuring Windows Server 2008 81
Installing the latest operating system service packs 82 Disabling the Remote Access services 83
Configuring SNMP on your server 84 Adding the server to a domain 86
Downloading the most recent patches to the server 87 Disabling Internet Protocol version 6 88
Disabling unused Network Adapters 89
Enabling Microsoft Remote Desktop connection 90 Configuring Data Execution Prevention 91
Importing the Contact Center Firewall Security policy 92 Configuring Internet Information Services for CCMM 94
Installing the Contact Center Multimedia software on the CCMM server 96 Disabling Java Runtime Environment updates on the multimedia server 100 Providing local users with the Log on as a service right 101
Configuring the MIME types 102
Verifying the Multimedia database installation 104
Verifying that Contact Center Multimedia services start 105 Patching the Contact Center Multimedia server 106
Configuration section
107
Co-resident server configuration
109
Logging on to Contact Center Manager Administration for the first time 109
Adding Communication Control Toolkit to Contact Center Manager Administration 111 Adding the Multimedia server to Contact Center Manager Administration 113
Adding route points for voice 115 Configuring activity codes 116 Creating a threshold class 117 Editing a contact type 119
Adding a local skillset for voice 120 Adding a local skillset for multimedia 121 Adding a supervisor 122
Adding an agent 123
Configuring and acquiring a phone or voice port 127
Configuring the Communication Control Toolkit service provider 128
Verifying the ELAN subnet connection between the server and the Avaya Communication Server 1000 130
Verifying the TN configuration after it is acquired 131
Contact Center Multimedia server configuration
135
Logging on to the Multimedia Administration tool for the first time 135 Configuring the multimedia license type 137
Contact Center Multimedia server general configuration
139
Configuring the reporting credentials 139 Adding administrators 140
Configuring office hours 141 Configuring holidays 143 Applying office hours 144
Configuring the displayed date for traffic reports 145
Contact Center Multimedia server e-mail configuration
147
Configuring the e-mail server names 148 Configuring skillsets for e-mail 150
Creating or changing a keyword group 152 Creating or changing rule groups 153 Creating a recipient mailbox 156 Updating the system default rule 157
Updating the system delivery failure rule 158 Enabling a rule 160
Configuring the e-mail settings 161
Configuring Microsoft Exchange 2007 for sending outgoing e-mail 162
Agent Desktop configuration
165
Configuring agent access to contacts 165 Controlling access to e-mail message text 166
Creating or changing custom fields in Agent Desktop 167 Configuring the active contact timer 168
Configuring the callback timer 169
Configuring the callback trunk access 170 Configuring Agent Desktop behavior 171
Configuring the state of the Agent terminal on log off 172
Communication Control Toolkit resource configuration
175
Logging on to Communication Control Toolkit Web Administration using CCMA 175 Adding a terminal 176
Adding an agent address 177 Adding a private address 178
Assigning an address to a terminal 179
Assigning a terminal to a user or user group 180 Verifying CCT using Reference Client 181
Orchestration Designer
183
Installing the Orchestration Designer client software 183 Opening Orchestration Designer 184
Creating a graphical flow using Orchestration Designer 187 Configuring contact routes 197
Client Installation section
199
Preparing for client software installation
201
Configuring Internet Explorer on the client computer 201
Agent Desktop client software installation
205
Creating Domain users and groups for agents 205
Assigning a group policy for embedded softphone settings 208 Installing the Agent Desktop client software 211
Agent Desktop Call Control
213
Work item paradigm 213 Top bar 213
Work list window 214 Action bar 216
Starting the Agent Desktop 216 Logging on to Agent Desktop 217 Changing your status to Ready 218 Accepting a call 219
Ending a call 219 Making a call 220
Logging off from Agent Desktop 221
Agent Desktop E-mail messages
223
Logging on to Agent Desktop 225 Accepting an incoming contact 226 Replying to an e-mail message 227 Creating an e-mail message 229
High Availability Standby Server Configuration section
231
High Availability – CCMA replication pre-install configuration 233
Adding the domain AD-LDS replication account to the primary administrators and replicator group 235
High Availability – Standby co-resident server software installation243
Installing Windows Server 2008 Release 2 244 Configuring Windows Server 2008 246
Installing the latest operating system service packs 247 Disabling the Remote Access services 247
Configuring SNMP on your server 249 Adding the server to a domain 250
Downloading the most recent patches to the server 251 Disabling Internet Protocol version 6 252
Disabling unused Network Adapters 253
Enabling Microsoft Remote Desktop connection 253 Configuring Data Execution Prevention 254
Importing the Contact Center Firewall Security policy 255 Disabling NetBIOS 257
Connecting the Embedded LAN subnet 259 Configuring the binding order 259
Installing operating system components for Contact Center Manager Administration 260 Configuring MIME types to support Microsoft updates 263
Adding the domain AD-LDS replication account to the standby administrators and replicator group 265
Installing the Contact Center server software on the standby co-resident server 271 Disabling Java Runtime Environment updates on the co-resident server 284 Confirming that the Contact Center services start 285
Configuring Internet Explorer on the Contact Center server 286 Verifying the Web Services 289
Verifying Contact Center Manager Administration replication 290 Patching the standby co-resident server 292
High Availability – Standby co-resident server commissioning293
Resolving the Managed name to the Managed IP address 295 Installing a third-party utility to support High Availability 296 Verifying services are ready for High Availability 297 Configuring High Availability on the Active Server 299 Configuring service monitoring on the Active Server 302 Backing up the database on the Active Server 304 Restoring the database on the Standby Server 306 Verifying server details on the Standby Server 308 Configuring High Availability on the Standby Server 310 Starting the Active Server 311
Starting shadowing on the Standby Server 313
Verifying shadowing is running on the Active Server 315
Changing server details in Contact Center Manager Administration 316 Using the Contact Center Manager Administration server Managed name 318
High Availability – Standby Multimedia server software installation321
Installing Windows Server 2008 Release 2 322 Configuring Windows Server 2008 324
Installing the latest operating system service packs 325 Disabling the Remote Access services 325
Configuring SNMP on your server 327 Adding the server to a domain 328
Downloading the most recent patches to the server 330 Disabling Internet Protocol version 6 330
Disabling unused Network Adapters 332
Enabling Microsoft Remote Desktop connection 332 Configuring Data Execution Prevention 333
Importing the Contact Center Firewall Security policy 334 Configuring Internet Information Services for CCMM 336
Installing the Contact Center Multimedia software on the standby server 338 Disabling Java Runtime Environment updates on the multimedia server 342 Providing local users with the Log on as a service right 343
Configuring the MIME types 344
Verifying the Multimedia database installation 346
Verifying that Contact Center Multimedia services start 347 Patching the standby Contact Center Multimedia server 348
High Availability – Standby Multimedia server commissioning 349
Resolving the Managed name to the Managed IP address 351 Installing a third-party utility to support High Availability 352 Configuring CCMM General Administration 353
Configuring High Availability on the Active Server 354 Backing-up the CCMM Active Server database 356 Restoring the database on the Standby Server 358 Configuring the Standby Server 361
Starting the Active Server 362
Starting shadowing on the Standby Server 363
Verifying Shadowing is running on the Active Server 364
High Availability – Agent Desktop testing
367
Uninstalling the Agent Desktop client software 367 Starting Agent Desktop 368
Creating a shortcut to the Agent Desktop 369 Logging on to Agent Desktop 369
Changing your status to Ready 370 Accepting the test call 370
Testing High Availability for voice by forcing a switchover on the co-resident server 372 Testing High Availability for voice by forcing a switchover on the multimedia server 376 Accepting the test e-mail contact 379
Testing High Availability for multimedia by forcing a switchover on the co-resident server 380 Testing High Availability for multimedia by forcing a switchover on the multimedia server 384 How to reinstate High Availability after a switchover 387
Patching section
389
Patching – Co-resident server
391
Patching – Contact Center Multimedia server
395
Installing Contact Center Multimedia software patches 395
Troubleshooting section
399
Avaya Communication Server 1000 PABX troubleshooting
401
Verifying the ELAN subnet connection between the server and Avaya Communication Server 1000 401
Verifying that the server is up 402
Verifying the PABX loop, shelves, and cards 402 Verifying that the CDN is in an acquired state 404 Verifying that the correct script is active 406
Verifying that the system default Treatment DN configuration is correct 406
High Availability troubleshooting
409
Troubleshooting when shadowing fails to start 410 Troubleshooting when services fail to start 410 Troubleshooting shadowing failures 411 Troubleshooting switch-over failure 411 Troubleshooting active server resources 412
This deployment guide describes how to install and configure all server software for an
Avaya Aura
®Contact Center Release 6.2 Hot-standby High Availability solution.
The following assumptions are made in this document:
•
Contact Center Manager Server, Contact Center License Manager, Contact Center
Manager Server Utility, Contact Center Manager Administration and
Communication Control Toolkit are installed co-resident on a single server
•
Contact Center Multimedia is installed standalone on a single server
•
The Contact Center solution is installed in an AML-based Avaya Communication
Server 1000 Release 7.0 environment. Application Module Link (AML) is an internal
protocol used by Contact Center Manager Server to communicate directly with the
Avaya Communication Server 1000
•
You use a Windows Active Directory Domain Controller and Domain Name System
(DNS)
This deployment guide is intended as a specific step-by-step guide that enables the
installer to achieve a working Avaya Aura
®Contact Center Hot-standby High Availability
solution that supports basic voice and e-mail contact types. This guide outlines all basic
configuration procedures in order to achieve this; for all additional procedural and
conceptual content on Avaya Aura
®Contact Center Release 6.2 see the Avaya Aura
®Contact Center 6.2 Documentation Collection, available at
http://support.avaya.com
.
Attention: To achieve a working Hot-standby High Availability solution, you must
follow the procedures in the documented order.
Attention: To achieve a working non-High Availability solution, you must follow the
procedures in the documented order until the
High Availability Standby Server
Configuration section (page 231)
. Disregard all subsequent High Availability
sub-sections.
Attention: For this deployment, Internet Explorer 8.0 (32-bit version) was used.
Prerequisites
•
Understand the features you purchased with Contact Center.
•
Determine your required network components and configuration based on the
information in the Avaya Aura
®Contact Center Planning and Engineering
(NN44400-210).
•
Ensure that your servers, clients, and network meet the minimum system
requirements based on the Avaya Aura
®Contact Center Planning and Engineering
(NN44400-210).
•
Ensure that all software is installed on the servers using a common administration
account.
The following two diagrams show examples of how this Avaya Aura
®Contact Center
High Availability solution works:
Example of Contact Center Hot-standby High Availability Solution (Standby)
Hot-standby High Availability
To achieve Hot-standby High Availability, you must have an AML-based contact center
with the following:
•
two co-resident Contact Center Manager Server (CCMS), Communication Control
Toolkit (CCT) and Contact Center Manager Administration (CCMA) servers
configured as a High Availability pair
•
Avaya Communication Server 1000 High Availability PBX, Release 6.0 or later.
•
two Contact Center Multimedia (CCMM) servers configured as a High Availability
pair
•
redundant Ethernet switches
All of the above components must be in the same network subnet or campus network
location.
Avaya Aura
®Contact Center supports Hot-standby High Availability (HA) resiliency for
Contact Center Manager Server (CCMS), Communication Control Toolkit (CCT), and
Contact Center Multimedia (CCMM).
One set of Avaya Aura
®Contact Center applications (a CCMS, CCMA, CCT, and a
CCMM) actively processes scripts and contacts. This set of applications is called the
active set. Another set of identical Contact Center applications in the same contact
center system runs in Hot-standby mode. This standby set of Contact Center
applications monitors and shadows the active applications in the system but does not
process calls. The standby CCMS monitors the active CCMS. The standby CCT
monitors the active CCT. The standby CCMM monitors the active CCMM. Each active
and standby pair of applications forms a resilient or replication pair. If any of the active
applications fail, the standby applications recognize the failure. A switchover occurs,
and the standby applications start processing contacts.
Contact Center Administrators use the active server in daily operation. Configuration
changes made to the active system during normal operation are automatically copied to
the standby applications, therefore the standby applications are configured and ready
to take over processing from the active system. Statistical data is also automatically
copied to the standby applications. Data is replicated to the standby applications in real
time.
Agent experience during a switchover
If any Avaya Aura
®Contact Center application or server fails, this solution ensures that
Avaya Aura
®Agent Desktop agents do not lose any active contacts. Calls in progress
between a customer and an agent are not affected - the agent continues on the call
using their deskphone. However, call control is not retained on the Agent Desktop. In
certain scenarios, documented in the
High Availability – Agent Desktop testing
(page 367)
section of this guide, the logon state of agents is not preserved when a
switchover to a standby application occurs. In this particular deployment, it can take up
to 5 minutes for the standby Contact Center Manager Server to begin processing new
incoming calls in the script. During this period, calls are assigned to the default ACD by
the Avaya Communication Server 1000. No established calls are lost. No calls that are
incoming around the time of the failure are lost. No calls that are in treatment at the time
of the failure are lost. There is no call loss. The reporting subsystem in CCMS recovers
shortly after the script is operational, and the server starts to record events and statistics
in the database as normal. If a phone call is on-hold and a switchover occurs, the Agent
may have to take the call off hold using their deskphone.
Administrator experience during a switchover
In a Hot-standby High Availability campus co-resident solution, the contact center
Administrator launches Contact Center Manager Administration using the Managed
name of the co-resident server.
If an active Contact Center Manager Server, Communication Control Toolkit, or Contact
Center Manager Administration application or server fails, the Contact Center Manager
Administration client Web browser continues to use the Managed name and the contact
center Administrator refreshes the Web browser in order to continue to work on CCMA.
This chapter describes the configuration data required for an Avaya Aura
®Contact
Center Hot-standby High Availability solution.
Configuration data worksheets
The tables on the following pages provide examples of the primary data that the installer
of this solution needs to enter during installation and configuration. The tables allow you
to enter matching values for your own system: you can use these to map the correct
values to enter in your own system if you use this manual to complete an installation.
Values for installing and configuring the Hot-standby High Availability
solution
The following table lists examples of the primary values that the installer needs for this
deployment. These values are referenced throughout this guide as examples.
Windows server preparation and Contact Center installation values — co-resident servers Configuration Item Example value Equivalent value for your system
Co-resident servers operating system drive size
60 Gb Contact Center server
operating system local administrator username
Administrator
Application drive letter and size
D:, 25Gb CCMS database drive letter
and size
F:, 120Gb CCT database drive letter and
size
G:, 5Gb Trace logs drive letter and size H:, 5Gb Site Name (identical on both
active and standby servers)
CORES Active co-resident server
CLAN IP address
172.18.116.41 Active co-resident server
name
CCcoresOne Active co-resident server
ELAN IP address
172.18.133.29 Standby co-resident server
CLAN IP address
172.18.116.30 Standby co-resident server
name
CCCoresTwo Standby co-resident server
ELAN IP address 172.18.133.30 Avaya Communication Server 1000 IP address 172.18.133.2 Avaya Communication
Server 1000 switch name
CallServer0
Avaya Communication Server 1000 switch serial number
10009999
Local domain name thewest.com Windows Active Directory
domain controller server IP address
172.18.138.32
Windows Active Directory domain controller server name
thewestdc
Windows server preparation and Contact Center installation values — Contact Center Multimedia servers Configuration Item Example value Equivalent value for your system
Multimedia servers operating system drive size
60 Gb Contact Center server
operating system local administrator username
Administrator
Application drive letter and size
D:, 80Gb CCMM database drive letter
and size
F:, 300Gb Site Name (identical on both
active and standby servers)
CORES Active MultiMedia server IP
address
172.18.116.43 Active MultiMedia server name CCMultiMOne Standby MultiMedia server IP
address
172.18.116.31 Standby MultiMedia server
name
CCMultiMTwo POP3 mail server IP address
(incoming e-mail messages)
172.18.0.55
SMTP mail server IP address (outgoing e-mail messages)
172.18.0.55
Mail (both POP3 and SMTP) server name
labmaildc
(1 of 2)
Windows server preparation and Contact Center installation values — co-resident servers Configuration Item Example value Equivalent value for your system
Domain Administrator requirements
The following section describes the domain resources required for an Avaya Aura
®Contact Center High Availability solution. You may need to ask your Domain
Administrator to provide these domain resources.
High Availability and Domain Name System (DNS)
Ask your Domain Administrator to add a Domain Name System (DNS) static entry for
the Active and Standby servers and one additional DNS static entry for each Managed
name and associated Managed IP address.
The following table outlines the High Availability – CCMS, CCT, CCMA co-resident
server DNS requirements:
The following table outlines the High Availability – CCMM server DNS requirements:
E-mail Domain labmail.com Local domain name thewest.com Windows Active Directory
domain controller server IP address
172.18.138.32
Windows Active Directory domain controller server name
thewestdc
Co-resident server details Example value Your solution Active server name CCCoresOne
Active server IP Address 172.18.116.41 Standby server name CCCoresTwo Standby server IP Address 172.18.116.30 Managed server name CCCores Managed IP Address 172.18.116.47
CCMM server details Example value Your solution Active server name CCMultiMOne
Active server IP Address 172.18.116.43 Standby server name CCMultiMTwo Standby server IP Address 172.18.116.31
Windows server preparation and Contact Center installation values — Contact Center Multimedia servers Configuration Item Example value Equivalent value for your system
CCMA Replication account
The primary CCMA server and the standby replication CCMA server must both be in the
same Windows domain for AD-LDS replication to work. CCMA Active Directory -
Lightweight Directory Services (AD-LDS) replication uses a common Windows account,
used by both CCMA servers, to copy or replicate data from the primary CCMA to the
standby CCMA. Request this CCMA replication account from your Network or Domain
Administrator.
Agent Desktop
–
Domain Organizational Unit and Group Policy
Avaya Aura
®Contact Center agents use a domain account to log on to a desktop
computer and use Agent Desktop. Ask your Domain Administrator to create a domain
user account for each Contact Center agent (if they do not already exist). Add the agent
desktop computers to the domain, and then add the desktop computers to a Windows
domain organizational unit (OU). Avaya Aura
®Contact Center supplies a Group Policy
– Administrative Template that must be applied to the Agent Desktop domain
Organizational Unit.
Ask your Domain Administrator to create a Windows domain Organizational Unit (OU)
and to ensure that all Agent Desktop user accounts are members of this OU. Ask your
Domain Administrator to apply the Avaya Aura
®Contact Center Group Policy –
Administrative Template to this Agent Desktop Organizational Unit (OU).
For more information about the Avaya Aura
®Contact Center – Group Policy
Administrative Template, see
Agent Desktop client software installation (page 205)
.
Managed server name CCMultiM Managed IP Address 172.18.116.37
CCMA Replication account Example value Your solution CCMA AD-LDS replication account AACCHAReplication
Avaya Communication
Server 1000 section
•
Avaya Communication Server 1000 deployment (page 25)
•
Avaya Communication Server 1000 connections configuration (page 29)
deployment
This section outlines the general parameters to configure on an Avaya Communication
Server 1000 for this Hot-standby High Availability deployment.
Prerequisites for Avaya Communication Server 1000 configuration
•
You are familiar with Avaya Communication Server 1000
operations and
maintenance.
Avaya Communication Server 1000 and Avaya Aura
®
Contact Center High
Availability
Avaya Aura
®Contact Center supports High Availability when using an Avaya
Communication Server 1000 PABX. The level of High Availability supported depends on
your entire solution, including the Avaya Communication Server 1000 release and
installation type.
The AML-based Hot-standby High Availability feature is supported when using an
Avaya Communication Server 1000 Release 6.0 or later. If you are using a CS 1000
Release 6.0 PABX, you must apply patch MPLR30010 to the PABX to support
AML-based Hot-standby High Availability functionality.
If you are using a CS 1000 Release 7.0 or later PABX, the PABX software supports
AML-based Contact Center High Availability and therefore the patch MPLR30010 is not
required.
In AML-based Hot-standby High Availability solutions, if a Contact Center application or
server fails, there is no loss for calls in progress between a customer and an agent - the
agent continues with the call on the agent deskphone.
The following table lists the level of Contact Center application High Availability
supported for each Avaya Communication Server 1000 release and installation type.
The following diagram shows how the Avaya Communication Server 1000 works in this
deployment. The values in this diagram reflect the worked examples shown throughout
this guide:
Configuring general parameters
The checklists in this section are based on the assumption that you understand the
configuration elements and how to check the status on the PABX and Contact Center
Manager Administration.
In the following checklists, the subsystem PABX refers to the Avaya Communication
Avaya Communication Server 1000 Hot-standby High Availability support level summaryCS 1000 Rel AML/SIP HA Level Agent Experience after switchover
7.5 AML Hot-standby HA Agent may need to logon again. 7.0 AML Hot-standby HA Agent may need to logon again. 6.0* AML Hot-standby HA Agent may need to logon again.
Attention: If a Contact Center application or server fails, there is no loss for calls in progress between
a customer and an agent in Hot-standby High Availability.
Attention: * Avaya Communication Server 1000 Release 6.0 requires PABX patch MPLR30010 to support Hot-standby HA.
Subsystem Description Verified
PABX Verify that Avaya Communication Server 1000 is operating correctly.
PABX Install required Avaya Communication Server 1000 software packages (use LD 22 to verify the packages). PABX The following additional PABX requirements are
available:
• Avaya Communication Server 1000 dependency PEPs for Contact Center Manager Server
• Avaya Communication Server 1000 dependency PEPs for the specific voice-processing subsystem you use
• provisioning of sufficient Call Registers PABX Verify that the ELAN subnet connection between
Contact Center Manager Server and Avaya Communication Server 1000 is functioning.
Note the current ELAN subnet/VSID number using LD 48 (this is useful for troubleshooting).
Ensure that the default gateway is configured in the PABX using LD 117.
PABX Configure the Active Directory Services (ADS) or SCB block on the PABX with LD 23. Avaya recommends that you use an ADS block.
Attention: Risk of ACD block corruption
Before performing this task, ensure that all agents log off. Failure to do so can result in corruption of the ACD block.
If you configure the ADS block, you must configure DCUS in the PARM data block with LD 17.
PABX Configure Agent ACD queues in LD 23.
When you configure the ADS or SCB block, the values for HOML and RPRT are YES for existing ACD queues. If HOML=YES, agents are logged off when they replace the handset after a call. If this is not appropriate for your environment, modify the HOML parameter for existing ACD queues.
PABX Configure Contact Center Manager Server CDNs on the PABX.
connections configuration
Configure the following links between the subsystems for the features of the Contact
Center Manager Server to operate correctly:
•
IP address and default gateway on the PABX.
•
ELAN subnet between the PABX and Contact Center Manager Server.
Defining the ELAN subnet with LD 17
Define and configure the ELAN subnet for the AML link and the associated VSID in the
configuration record. This provides the Ethernet connection over which AML messages
are exchanged between the Avaya Communication Server 1000 system and Contact
Center.
Perform this procedure only if the ELAN subnet is not provisioned.
Procedure steps
Step Action1 Connect to the Avaya Communication Server 1000 Call Server.
2 Enter LD 17.
3 Enter the appropriate values. For prompts not listed, press Enter to accept the default.
4 To exit the overlay, type four asterisks (****), and press Enter.
--End--Variable definitions
Prompt Example Value Descriptions
REQ CHG Change existing data block. TYPE ADAN Configuration record.
ADAN NEW ELAN 19 Configure a new link and assign it a number, where xx is within the ELAN subnet range (16–31). You can use any number in this range as long as it is not already used. Make a note of this link number for your reference.
CTYP ELAN Card type.
DES ELAN Enter a designator of up to six characters in length to identify this ELAN subnet. Because the ELAN subnet is not dedicated to a specific application, make the designator generic.
REQ CHG Change existing data block. TYPE VAS Configuration record.
VAS NEW Configure a new AML link or change the existing link configuration.
VSID 19 The VAS identifier can be in the range of 16–31. For convenience, this can be the same number you assigned to the new ELAN subnet link (in response to the ADAN prompt).
ELAN 19 Use the same number as defined in the ADAN prompt.
SECU YES Security. If you have a Contact Center server connected to your PABX, enter YES (even if you are not using Contact Center’s Voice Services Support).
Enabling the ELAN subnet link
Perform the following procedure to enable the ELAN subnet link.
Procedure steps
Step Action1 Connect to the Avaya Communication Server 1000 call server.
2 Enter LD 48.
3 Ensure that the ELAN is enabled.
--End--Variable definitions
Checking the ELAN subnet link
Perform the following procedure to check the ELAN subnet link status.
Procedure steps
Step Action1 Connect to the Avaya Communication Server 1000 Call Server.
2 Enter LD 48.
3 Enter the commands.
4 Check that the Server Task parameters are ENABLED.
--End--Variable definitions
Command Description
ENL ELAN Enable the ELAN server task.
Command Description
STAT ELAN Verify the status of all configured ELAN. STAT ELAN x Verify the status of ELAN x.
Defining a default gateway address
In Contact Center Manager Server, you must connect the ELAN subnet to the contact
center subnet using a routed solution.
In addition to the physical connection, you must configure computers on all sides of the
router to acknowledge the presence of this router, also known as the default gateway.
Procedure steps
Step Action1 Enter the following commands:
LD 117
new route 0.0.0.0 <a.b.c.d>
where <a.b.c.d> is the IP address of the gateway local to the PABX.
--End--Procedure job aid
Verify the default gateway local to the pabx by typing the following commands:
LD 117prt route
The following is an example of the printout that appears:
LD 117 OAM000 prt route Call Server ID Network Gateway 1 0.0.0.0 172.18.133.254configuration
This chapter describes how to configure the Avaya Communication Server 1000
elements required for Contact Center operation. It also explains how to initialize the
PABX and change resources on the PABX without causing problems on Contact Center
Manager Server (CCMS).
Prerequisites to Avaya Communication Server 1000 configuration
•
Ensure that you have the packages required for the following features:
— voice-processing in CCMS
— other features your business requires on the PABX
•
Your PABX runs one of the following software releases:
— Avaya Communication Server 1000 release 6.0 or later (Avaya Communication
Server 1000 Release 6.0 requires PABX patch MPLR30010 to support
Hot-standby HA).
•
You apply all current Dependency Lists (DL). For information about which DLs to
install on the PABX, contact your Avaya customer support representative.
•
You install the NACD package on the PABX (if you purchased the Network
Skill-Based Routing option).
Attention: CCMS cannot share PABX resources (such as CDNs, ACD-DNs, or TNs)
with other applications.
Configuring ACD queues
Use LD 23 to configure the ACD-DN with which a phone is associated. This procedure
enables agents to use the deskphone to enter Not Ready reason codes.
Procedure steps
Step Action1 Connect to the Avaya Communication Server 1000 Call Server.
2 Enter LD 23.
3 Enter the appropriate values. For prompts not listed, press Enter to accept the default.
4 To exit the overlay, enter four asterisks (****) and press Enter.
--End--Variable definitions
Prompt Example Value Descriptions
REQ NEW Add new data.
TYPE ACD Automatic Call Distribution.
CUST 0 Customer number (0–99).
ACDN 4501 ACD Directory Number, where xxxx = Default DN.
Enter the DN as the Default DN (DFDN) used in the CDN configuration.
MWC NO Message Waiting Center. Select NO.
MAXP 10 Maximum number of agent positions.
Configuring CDNs on the PABX
Controlled Directory Numbers (CDN) are specialized ACD-DNs or queues on the PABX.
A CDN is the entry point of a call into Contact Center Manager Server call processing.
You must configure CDNs on the PABX and on Contact Center Manager Server.
Attention: Risk of corruption. Corruption results if you do not configure a CDN in this
overlay before that CDN is acquired in Contact Center Manager Administration.
Prerequisites
•
Ensure that you know the user ID and password to log on to the PABX administration
terminal.
•
Ensure that you are familiar with PABX Change and Diagnostics overlays.
•
Ensure that you have a list or printout of available CDNs (overlay program 23).
Use the prompts in the following table to configure a CDN. For prompts not listed in the
table, press Enter to accept the default.
Procedure steps
Step Action1 Connect to the Avaya Communication Server 1000 Call Server.
2 Enter LD 23.
3 Enter the appropriate values. For prompts not listed, press Enter to accept the default.
4 To exit the overlay, enter four asterisks (****) and press Enter.
--End--Variable definitions
Defining an agent phone
If you want a user to log on to a phone to receive or monitor incoming calls, you must
configure phones (TN). You must configure agent and supervisor phones on the PABX
and, when you are configuring Contact Center components, on Contact Center
Manager Server.
While agent and supervisor phones require no special configuration for Contact Center
Manager Server, they must belong to an ACD-DN. Usually, Contact Center Manager
Server controls call routing and the ACD-DN does not affect the call routing.
The ACD-DN controls call routing if the Contact Center Manager Server CDN is in
default mode or if incoming network ACD calls target the ACD-DN.
Prerequisites
•
You know the user ID and password to log on to the PABX administration terminal.
•
You are familiar with PABX Change and Diagnostics overlays.
Procedure steps
Step Action1 Connect to the Avaya Communication Server 1000 Call Server.
2 Enter LD 11.
3 Enter the appropriate values. For prompts not listed, press Enter to accept the default.
4 To exit the overlay, enter four asterisks (****) and press Enter.
--End--Prompt Example Value Description
REQ NEW Add new data.
TYPE CDN Type of data block is CDN.
CUST 0 Customer number associated with this data block.
CDN 4750 Control Directory Number. DFDN 4501 Local default ACD-DN.
Variable definitions
Prompt Example Value Descriptions
REQ NEW Add a new phone.
TYPE 2004P1 Enter phone type as appropriate. TN 212 0 0 21 Terminal Number.
DES agent Enter a name for the phone.
CUST 0 Customer number.
AST 00 03 A maximum of two DN keys can be controlled by the host computer. 0 and 3 represent the first and second DN key
controlled by the host computer. IAPG 1 Unsolicited Status Message
Group. Range is (0) - 15. KLS 1 − 7 Number of key/lamp strips
attached.
KEY 00 ACD 4501 0 4602 Where 4501= ACD-DN, and 4602= Agent position ID.
KEY 01 NRD Not ready.
KEY 02 MSB Make set busy.
KEY 03 SCR 4551 4551 = IDN.
REQ NEW, END Either define another multiline ACD phone, or exit the overlay saving all of the changes entered.
Obtaining the switch serial number of the Avaya Communication Server 1000
Obtain the switch serial number of the Avaya Communication Server 1000. You require
this serial number when installing Avaya Aura
®Contact Center software.
Procedure steps
Step Action1 Connect to the Avaya Communication Server 1000 Call Server.
2 Enter the following commands:
LD 22 REQ tid
3 The following printout appears: >ld 22
PT2000
MARP NOT ACTIVATED
REQ tid
TAPE ID:
LOADED 10009999
Contact Center server
software installation section
•
Co-resident server software installation (page 41)
This chapter provides the steps to install the Avaya Aura
®Contact Center server
software on the co-resident server. This includes the following server software:
•
Contact Center Manager Server
•
Contact Center Manager Server Utility
•
Contact Center License Manager
•
Contact Center Manager Administration
•
Orchestration Designer
•
Communication Control Toolkit
Avaya recommends creating an administration account on the server and then installing
Avaya Aura
®Contact Center using the account. This account must have full
administrative privileges. You must not delete the account. If you delete the account
used to install the server software, Avaya Aura
®Contact Center stops working.
Prerequisites to co-resident server software installation
•
Ensure that your new Contact Center license file is available.
Installing Windows Server 2008 Release 2
Install the Windows operating system, which is required for the Contact Center server
software. During the installation, configure the Windows settings as required. You must
perform this procedure on each server before you install Contact Center server software
on the server.
Prerequisites
•
Ensure that you have a newly formatted server that meets the specifications in
Avaya Aura
®Contact Center Planning and Engineering (NN44400-210) on which to
install Microsoft Windows Server 2008 Release 2.
Avaya recommends that you do not upgrade your operating system from a previous
release. Remove the drive partitions and reformat the hard drives on the server.
•
Ensure that you have a DVD for Windows Server 2008 Release 2.
•
Install the network interface card in the server.
•
Know the IP addresses for the contact center subnet.
Procedure steps
Step Action1 Insert the Windows Server 2008 64-bit Release 2 Standard Edition or Windows Server 2008 64-bit Release 2 Enterprise Edition DVD into the DVD drive.
2 Install Windows Server 2008 Release 2 according to the instructions supplied by the DVD.
3 On the Installation window, select a Language to install from the list.
4 Select a Time and currency format from the list.
5 Select Keyboard or input method from the list.
6 Click Next.
7 Click Install Now.
8 Select an operating system from the list.
9 Click Next.
10 On the initial Install Windows screen, read the terms of the license agreement and select I accept the license terms.
11 Click Next.
12 Select Custom.
13 Select the disk partition on which you want to install Windows Server 2008.
Attention: You can use the partition management options to configure the partitions on your
server. The Operating System partition must be 60GB or greater. The minimum recommended is 80GB.
14 Click Next.
The install proceeds and automatically restarts the server several times.
15 After completing the installation, log on to the server as Administrator. Enter and confirm the local Administrator password.
16 In the Initial Configuration Tasks window, select Activate Windows and follow the instructions or the Microsoft documentation to activate your server.
17 Select Set time zone and complete the information as required for your system.
18 Select Configure Networking and complete the information for your Network Interface Card (NIC) with the server IP address.
19 Select Provide computer name and domain and complete the information for your server name and domain settings. The following is an example of computer name and domain details being configured on the co-resident server:
20 Configure disk drive C: to be the only primary partition on your hard drive.
21 Change the DVD drive letter to E:, to ensure the correct drive letters are free for the drives needed for the AACC application components.
22 Configure the remaining drives for this server as follows:
— D: 25Gb Application drive — F: 120Gb CCMS Database drive — G: 5Gb CCT Database drive — H: 5Gb Trace logs drive
23 Install any drivers required for your hardware configuration.
--End--Configuring Windows Server 2008
Before you can install Contact Center software on your server, create a repair disk and
back up the operating system configuration.
Procedure steps
Step Action1 Log on to the Windows Server 2008 server.
2 Select the Don’t display this screen on startup check box.
4 Choose Start, Administrative Tools, Server Manager.
5 In the left pane, click Features.
6 Click Add Features.
7 Select Windows Server Backup Features.
8 Click Next.
9 Click Install.
10 Click Close.
11 Choose Start, All Programs, Accessories, System Tools, Windows Server
Backup.
12 Follow the on-screen instruction to select what you want to back up.
--End--Installing the latest operating system service packs
Install the most recent supported operating system service packs. You must download
the supported operating system service pack included in the Avaya Contact Center
Service Packs Compatibility and Hotfix Availability list to ensure your Contact Center
server software functions correctly with the supported operating system patches.
Prerequisites
•
Access the Avaya Contact Center Service Packs Compatibility and Hotfix
Availability list on the support Web site
http://support.avaya.com
.
•
Review the recommendations on operating system service updates in Avaya Aura
®Contact Center Planning and Engineering (NN44400-210).
•
Install the Microsoft .NET Framework 3.5 and Microsoft .NET Framework 3.5 SP1.
Procedure steps
Step Action1 Log on to the server and disable the Windows Update feature. There are a number of methods for disabling the Windows Update feature, refer to the Windows Server 2008 documentation for a method suitable to your solution. Disabling the Windows Update feature prevents Windows Server 2008 from automatically applying operating system patches and potentially rebooting the server.
2 Review the Contact Center Service Packs Compatibility and Security Hotfixes Applicability list to determine the most recent Avaya Aura® Contact Center supported patches or service packs.
3 Download the appropriate Microsoft Windows Server 2008 patches for the Avaya Aura® Contact Center software installed on this server.
4 Install the most recent Windows Server 2008 service pack that is validated Avaya Aura® Contact Center by following the Microsoft Installation instructions.
--End--Connecting to the contact center subnet
Connect the Contact Center Manager Server to the contact center subnet. The contact
center subnet is the network on which the server software applications work together to
route contacts and generate reports.
Procedure steps
Step Action1 Locate the slot assigned to the contact center subnet network interface card for the server. Make a note of the slot.
2 Connect the cable from the contact center subnet to the contact center subnet network interface card in the server in accordance with customer site networking guidelines.
3 Use the ping command to test the contact center subnet. For example, ping the contact center subnet gateway.
--End--Disabling NetBIOS
If the Contact Center Manager Server uses two Network Interface Cards (NICs), disable
NetBIOS on the Embedded LAN (ELAN) network interface card (NIC) to avoid NetBIOS
conflicts.
Contact Center Manager Server supports two Network Interface Cards (NICs) and two
subnets (one contact center subnet and one ELAN subnet). The Contact Center
Manager Server ELAN NIC and ELAN subnet are optional.
Procedure steps
Step Action1 Choose Start, Control Panel, Network and Internet.
2 Click Network and Sharing Center.
3 Click Change adapter settings.
4 Right-click the ELAN Network Interface Card (NIC).
5 Click Properties.
6 Select Internet Protocol Version 4 (TCP/IPv4).
8 Click Advanced.
9 Click the WINS tab.
10 Select the Disable NetBIOS over TCP/IP check box.
11 Click OK.
--End--Connecting the Embedded LAN subnet
Connect the Embedded LAN (ELAN) NIC to the ELAN subnet. Contact Center Manager
Server supports two network interface cards (NICs) and two subnets (one contact
center subnet and one ELAN subnet). The Contact Center Manager Server ELAN NIC
and ELAN subnet are optional.
Prerequisites
•
Install two network cards on the Contact Center Manager Server.
•
Disable NetBIOS on the ELAN network interface card.
•
Connect the contact center subnet network interface card.
Procedure steps
Step Action1 Locate the slot assigned to the ELAN network interface card for the server.
2 Write the MAC address of the card on a small label. Attach the label to the back of the card or the chassis slot position.
3 Connect the ELAN subnet from the Avaya equipment to the Ethernet hub.
4 Connect the network cable from the ELAN network interface card in the server to the hub.
5 Plug in the power cord for the hub.
6 If you have an ELAN subnet network connection, use the ping command to test it.
--End--Configuring the binding order
Configure the binding order of the network cards. You must bind the contact center
subnet network interface card first, and then the ELAN network interface card.
Prerequisites
•
Install two network interface cards on the Contact Center Manager Server.
•
Disable NetBIOS on the ELAN network interface card.
•
Connect the CCMS server network interface card to the contact center subnet.
•
Connect the CCMS server ELAN network interface card to the ELAN subnet.
Procedure steps
Step Action1 From the Start menu, choose Control Panel, Network and Internet, Network and
Sharing Center.
2 Click Change adapter settings.
3 In the Network Connections window, press the ALT key.
A hidden menu is shown at the top of the window.
4 On the menu, click Advanced, Advanced Settings.
5 In the Connections box, ensure that the contact center subnet connection is listed first as it is in the following example:
If the CLAN is not listed first, adjust the order.
--End--Disabling the Remote Access services
Disable the Remote Access services on the core contact center server, to support
Communication Control Toolkit. Microsoft Remote Desktop continues to run after you
disable Remote Access services. After you disable the services, restart the server.
Procedure steps
Step Action1 Choose Start, Administrative Tools, Services.
2 In the Services window, right-click the Remote Access Connection Manager icon.
3 Click Properties.
4 In the General tab, from the Startup type list, select Disabled.
5 Click OK.
6 In the Services window, right-click the Remote Access Auto Connection Manager icon.
7 Click Properties.
8 In the General tab, from the Startup type list, select Disabled.
9 Click OK.
10 In the Services window, click File, Exit.
11 Restart the server.
--End--Configuring SNMP on your server
Configure Simple Network Management Protocol (SNMP) on your server to ensure you
have all of the required components of the Internet protocol for monitoring devices in
your network. SNMP helps you manage data that describes the system configuration
and errors that may occur between servers.
Procedure steps
Step Action1 Log on to the server using the administrator account.
2 Choose Start, Control Panel, Programs.
3 In the Programs and Features section, click Turn Windows features on or off.
4 In the Server Manager window, select Features and click Add Features.
5 Select SNMP Services.
6 Click Next.
7 Click Install.
8 If prompted, insert the Windows Server 2008 DVD.
9 Click Close.
--End--Adding the server to a domain
Add the server to an existing domain. Do this before installing any Contact Center
software.
Attention: Avaya Aura
®Contact Center High Availability solutions do not support
Windows Server 2008 Dynamic DNS.
Prerequisites
•
Ask your System Administrator to add a Domain Name System (DNS) static entry
for this server. Each Contact Center server in a domain requires a DNS static entry.
In High Availability solutions, ask your System Administrator to add one DNS static
entry for the each Managed name and associated Managed IP address. A typical
High Availability campus solution with a pair of co-resident servers requires 3 DNS
static entries; one DNS static entry for the active server, one DNS static entry for the
standby server, and one DNS static entry for the Managed name and associated IP
address.
•
On this server, configure a preferred Domain Name System (DNS) server on the
Network Interface Card (NIC).
Procedure steps
Step Action1 Log on to the server as a local administrator.
2 Click Start, Administrative Tools, Server Manager.
3 Beside Computer Information, click Change System Properties.
4 In the System Properties dialog box, click the Computer Name tab.
5 Click Change.
6 In the Computer Name/Domain Changes dialog box, select the Domain option.
7 Type the domain name (you must provide the fully qualified domain name, which includes the prefix and suffix). For example, type thewest.com.
8 Click OK.
9 Type the domain administrator User name and Password.
10 Click OK.
11 Restart the server when the system prompts you to do so.
--End--Downloading the most recent patches to the server
To ensure that you have the most current software, download the most recent Contact
Center patches from
www.avaya.com/support
to each server.
Procedure steps
Step Action1 Log on to the server with administrative privileges.
2 Create a folder Avaya_Support on the C: drive.
3 Download the most recent Contact Center service pack file and save it on the Contact Center server in the Avaya_Support folder.
4 Right-click the service pack .zip file and select Extract All from the context menu.
--End--Disabling Internet Protocol version 6
Disable internet protocol version 6 (IPv6) to ensure correct operation of the contact
center software.
Attention: This procedure requires modification of the Windows Server 2008 registry.
This is an advanced administrator function: if you are not qualified to carry out edits to
the registry, ask a qualified person to complete this procedure.
Attention: Check the Microsoft support site to ensure that you use the most up to date
procedure.
Step Action
1 Search the Microsoft support site to locate the instructions to disable IPv6 in the Windows Server 2008 registry.
2 On the Windows server, click Start.
3 Type regedit in the Start Search box, and then click regedit in the Programs list.
4 In the User Account Control dialog box, click Continue.
5 In Registry Editor, navigate to and then click the following registry subkey:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip6\Parameters. Double-click DisabledComponents to modify the DisabledComponents entry.
6 If the DisabledComponents entry is unavailable, you must create it by following steps 7 to 8. Otherwise go to step 10.
7 In the Edit menu, point to New, and then click DWORD (32-bit) Value.
8 Type DisabledComponents, and then press Enter.
9 Double-click DisabledComponents.
10 In the Base field select Hexadecimal and in the Value data: box type ffffffff to disable all IPv6 components.
11 Click OK.
12 Reboot the server, if required.
--End--Disabling unused Network Adapters
Disable all unused Network Adapters or Network Interface Cards (NICs) to improve
network communications and prevent the incorrect configuration of unused NICs during
Contact Center server commissioning.
Procedure steps
Step Action1 Log on to the server using with administrative privileges.
2 Click Start, Control Panel, Network and Internet, Network and Sharing Center,
Change Adapter Settings.
3 Right-click any unused Network Adapter and select Disable.
