Avaya MultiVantage Application Enablement Services Administration and Maintenance Guide Release 4.2

(1)

Avaya MultiVantage

®

Application

Enablement Services

Administration and Maintenance Guide

Release 4.2

02-300357

Issue 10

May 2008

(2)

Documentation disclaimer

Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User.

Link disclaimer

Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages.

Warranty

Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the Avaya Support Web site:

http://www.avaya.com/support

License

USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE

http://support.avaya.com/LicenseInfo/ ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT.

Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or

pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User.

License type(s)

Designated System(s) License (DS). End User may install and use each copy of the Software on only one Designated Processor, unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User. Avaya may require the Designated Processor(s) to be identified by type, serial number, feature key, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose.

Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server.

Database License (DL). Customer may install and use each copy of the Software on one Server or on multiple Servers provided that each of the Servers on which the Software is installed communicate with no more than a single instance of the same database.

CPU License (CP). End User may install and use each copy of the Software on a number of Servers up to the number indicated by Avaya provided that the performance capacity of the Server(s) does not exceed the performance capacity specified for the Software. End User may not re-install or operate the Software on Server(s) with a larger performance capacity without Avaya's prior consent and payment of an upgrade fee.

Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site:

http://support.avaya.com/ThirdPartyLicense/

Preventing toll fraud

"Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your

telecommunications services.

Avaya fraud intervention

If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site:

Trademarks

Avaya and the Avaya logo are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. MultiVantage is a is a trademark of Avaya, Inc.

DEFINITY is a registered trademark of Avaya, Inc.

All other trademarks are the property of their respective owners. All other trademarks are the property of their respective owners.

Downloading documents

For the most current versions of documentation, see the Avaya Support Web site:

Avaya support

Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number

is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Support Web site:

(3)

About this document . . . 15

Purpose. . . 15

Audience . . . 15

Reason for Reissue . . . 16

Related documents . . . 16

How to obtain these documents from the Web . . . 17

For information about AE Services security . . . 17

Conventions used in this document . . . 18

Chapter 1: Administering Communication Manager for AE Services . .

19

Before you begin - AE Services Administrative checklist . . . 20

Bundled Server checklist . . . 22

Software-Only server checklist . . . 23

Determining if Communication Manager can support your AE Services configuration24 Licensing for AE Services. . . 24

Summary of Communication Manager administrative tasks . . . 27

About administering network regions . . . 31

Adding CLANs to the network . . . 32

Enabling AE Services . . . 34

Administering UCIDs in Communication Manager (TSAPI and JTAPI applications) 36 Setting up a CTI link . . . 37

Administering a CTI Link for CVLAN . . . 38

Administering a CTI Link for CVLAN (internal applications) . . . 38

Administering a CTI Link for DLG . . . 39

Administering a CTI Link for TSAPI, JTAPI, DMCC, Telephony Web Services, or an AE Services integration (Microsoft or IBM Sametime) . . . 39

Checking the status of a Switch Connection -- from Communication Manager 40 DMCC settings . . . 40

Adding stations for DMCC . . . 41

Main dependency mode . . . 41

Dependent and Independent Dependency Modes . . . 42

About Share Talk. . . 43

Setting up a network region for DMCC . . . 44

Creating the DMCC codec set. . . 45

Administering a region with a specific codec set . . . 45

About signaling encryption . . . 45

Administering security profiles for signaling encryption . . . 46

Checking for media encryption . . . 47

Adding the DMCC softphones to the network region . . . 48

Chapter 2: AE Services OAM Administration . . . .

67

About accessing AE Services . . . 67

Before you access the OAM Web pages - certificates and security alerts . . 69

If you are using the default server certificate . . . 69

If you are using your own Certificate Authority . . . 69

Importing the CA certificate into your browser’s certificate store . . . 70

Logging into AE Services OAM . . . 71

AE Services default administrative accounts . . . 74

About role-based access control for AE Services administrators . . . 75

Changing the default password for the cust account on local Linux . . . 77

Per-client Summary of CTI OAM administrative tasks . . . 78

Device, Media, and Call Control (DMCC) with Device and Media Control only 79 DMCC with Device and Media Control Only (using a switch name for CLANs) 80 DMCC with Call Information Services . . . 81

DMCC with Call Control Services. . . 83

AE Services integration for Microsoft Office Live Communications Server 2005 or Microsoft Office Communications Server 2007 . . . 84

AE Services integration for IBM Lotus Sametime . . . 85

TSAPI and JTAPI. . . 86

Telephony Web Services . . . 87

CVLAN . . . 88

DLG . . . 89

General CTI OAM Administration . . . 90

(5)

Contents

NIC Configuration . . . 92

Editing the NIC configuration . . . 93

Administering TCP ports on the AE Server and firewall settings . . . 94

Encrypted and Unencrypted DMCC Server ports . . . 97

Administering the Local IP for all AE Services . . . 98

Administering AE Services with CVLAN and using the Any setting . . . . 100

Administering Switch Connections . . . 101

Checking the status of a switch connection -- from the AE Server . . . 103

Link Administration - CTI Link Admin in AE Services OAM . . . 104

CVLAN implementation guidelines . . . 105

CVLAN applications and link management . . . 105

Guidelines for setting up CVLAN Links . . . 105

Guidelines for setting up proprietary CVLAN Links . . . 105

Administering CVLAN Links in AE Services OAM. . . 106

Ensuring that the CVLAN Service is running . . . 107

Testing a CVLAN Link . . . 108

Adding CVLAN Clients . . . 108

Administering DLG Links in AE Services OAM . . . 109

Administering TSAPI Links in AE Services OAM . . . 110

DMCC Configuration. . . 112

Backing up the database . . . 112

Restoring the database . . . 113

Downloading and viewing log files . . . 114

Using the Service Controller . . . 115

About stopping services . . . 119

Changing the IP address of the AE Server (Bundled Server). . . 121

Restarting the AE Server and the Web Server . . . 123

Chapter 3: OAM User Management Administration . . . 125

User management for authentication . . . 126

User Management for authorization . . . 126

Account set up . . . 127

User Management - summary of features . . . 127

Logging in to User Management . . . 127

Changing the default password for the "avaya" user in User Management . . 128

Changing the default password for the cust account in User Management . . 129

Adding an Administrator to AE Services OAM - general reference for the Software-Only server without cs-services. . . 131

(6)

Edit User . . . 135

Delete User . . . 135

Search Users . . . 136

Search tips . . . 136

Modify Default User . . . 137

Change User Password . . . 139

If your password change is successful . . . 139

If your password change is unsuccessful . . . 139

Service Management . . . 140

Editing the service configuration -- using Service Management . . . 141

Accessing Service Management . . . 141

A summary of Service Management . . . 142

remoteldapauthenticator.properties . . . 142

attributesmap.properties . . . 142

attributeacl.properties . . . 143

sdbdistributor.properties . . . 143

genericldap1.properties, genericldap2.properties, replicator1.properties. 143 rbac.properties . . . 143 ldapfilter.properties . . . 144 log4j.properties . . . 144 remoteldapauthenticator.properties . . . 144 user.properties . . . 144 ws_cus_bootstrap.properties . . . 145

Re-initializing User Management . . . 145

Edit Service Configuration - editing the default user values file . . . 146

Downloading and viewing Service Log files . . . 147

Managing Distributors . . . 148

Chapter 4: WebLM and administering licenses . . . 149

Managing AE Services licenses in WebLM . . . 149

Obtaining a license file . . . 151

Identifying the MAC address . . . 151

Starting WebLM and assigning a password . . . 153

Installing the standard license file . . . 154

Restarting AE Services . . . 155

Determining which services you are licensed to use . . . 156

Removing an existing license file . . . 157

(7)

Contents

Resolving WebLM error messages . . . 158

Enterprise-wide licensing . . . 159

An overview of enterprise-wide licensing . . . 159

Licensing configuration examples . . . 161

Standard licensing . . . 161

Enterprise wide licensing -- allocating licenses or features . . . 162

Enterprise wide licensing -- pointing to a master license on a remote server 163 Setting up a configuration for allocating licenses. . . 164

Installing the license file and configuring the Master WebLM Server . . . 165

Adding a local WebLM server . . . 167

Setting up the Local WebLM Server in your configuration . . . 168

Changing the allocations of a license file . . . 170

Verifying the license allocations on the Local WebLM Server . . . 172

Chapter 5: Security Administration and Additional PAM management . 173

About Security Administration and Additional PAM Management Activities . . . 173

Security Administration . . . 174

Account Management . . . 176

Adding a local Linux account for an administrator - Add login . . . 177

Changing the properties of a Linux administrative account -- Modify login. . 179

Removing a Linux account - Remove Login . . . 180

Locking or unlocking a Linux account - Lock/Unlock Login . . . 181

PAM Management . . . 182

Administering the PAM Module Configuration . . . 183

Creating a PAM Issue (/etc/issue) message . . . 184

Creating a PAM MOTD (/etc/motd) message . . . 185

Administering PAM limits . . . 186

Administering PAM time . . . 188

Global password aging (etc/login.defs) . . . 189

Login Reports . . . 190

Displaying a login report for all Linux accounts. . . 190

Displaying a login report for a particular login ID . . . 192

Login Audit . . . 194

Additional PAM management capabilities . . . 195

Using Linux for authentication . . . 196

Instating the Linux PAM file . . . 196

Re-instating the User Management PAM file. . . 196

Configuring AE Services to access an enterprise directory . . . 197 Using Microsoft Active Directory Services and Kerberos for AE Services Authentication

(8)

Creating an account for the AE Server on the Domain Controller . . . 200

Generating a keytab file for the AE Server account on the Domain Controller201 Installing the Kerberos5 RPMs on the AE Server . . . 201

Editing the Kerberos 5 configuration file on the AE Server. . . 202

Importing the keytab file on the AE Server. . . 203

Changing from User Management Authentication to Active Directory Authentication on the AE Server . . . 204

Chapter 6: The Security Database . . . 205

APIs that use the Security Database . . . 205

Enabling the Security Database . . . 205

Enabling the Security Database - TSAPI, JTAPI, and Telephony Web Service206 Enabling the Security Database - DMCC applications . . . 206

Procedure for enabling the SDB for DMCC applications . . . 207

TSAPI Configuration Settings. . . 208

About Granting Additional Permissions . . . 209

Extending User Access to Other Worktops . . . 210

If Extended Worktop Access is Disabled. . . 210

Access Rights options . . . 211

Security Database objects . . . 212

CTI Users . . . 212

Changes to User Permissions . . . 214

Worktops . . . 215

Devices . . . 216

Device Groups . . . 217

Tlinks . . . 218

Tlink Groups . . . 219

How Tlinks and Tlink Groups are Used . . . 219

Associating a Device with a Tlink (Switch Connection). . . 219

Sample SDB Administration scenario . . . 220

Procedure to add a Tlink Group . . . 221

Procedure to add a Device to the SDB . . . 222

Procedure to add a Device Group . . . 223

Procedure to add a Worktop . . . 224

Procedure to administer CTI User settings . . . 225

Setting up a permission scheme based on access rights - a sample scenario . . 226

Initial Settings for the sample Help Desk group . . . 226

Defining the capabilities of members of the Help Desk . . . 226

(9)

Contents

Creating a Worktop for each user . . . 227

Creating a Device Group called Help Desk. . . 228

Administering Edward’s user profile with greater privileges . . . 229

Verifying the Settings . . . 229

Sample Configurations . . . 230

Setting access privileges . . . 230

Manager/Assistant Configuration. . . 231

Call Monitoring Application . . . 232

Portion of User Community Shares Worktops. . . 233

Prompted Digits . . . 235

Call Routing . . . 236

Chapter 7: Administering AE Services from the

Operating System Command Prompt. . . 237

Accounts for Avaya Services technicians . . . 238

Changing the default passwords for sroot, craft, and rasaccess . . . 239

Adding a Linux user and setting the OAM account password . . . 240

Using Tripwire . . . 241

Reconfiguring the Tripwire database for administrative access . . . 241

Routine administrative tasks for Tripwire . . . 242

Running an integrity check . . . 242

Printing reports . . . 242

Updating the Tripwire database. . . 242

Starting and Stopping Tripwire . . . 243

Using the dateconfig utility . . . 244

Changing the date or time. . . 244

Changing an NTP Server . . . 245

Using the netconfig utility. . . 246

AE Services Tools and Linux commands . . . 247

AE Services Linux based capabilities . . . 247

dateconfig . . . 247 mvap.sh. . . 247 netconfig . . . 248 swversion. . . 249 Linux commands . . . 250 df . . . 250 ethtool . . . 250 route . . . 250 scp and sftp . . . 251

(10)

ssh . . . 251

tethereal . . . 251

tripwire . . . 252

Installation and upgrade logs and RPMs. . . 252

Directory structure and file locations . . . 253

postgres data files . . . 253

External scripts . . . 253

Environment variables. . . 253

AE Services Disk Partitioning Scheme. . . 254

Partitioning after an upgrade . . . 254

Guidelines for creating directories . . . 254

Chapter 8: Administering SNMP . . . 255

Before you begin - SNMP Basics . . . 255

Setting up the AE Server in an SNMP network . . . 256

About sending traps to an Avaya SSG . . . 256

If you do not have the SAC Offer . . . 256

If you provide Technical Services with modem access to the AE Server . 256 Administering AE Services to send NMS and SSG Traps . . . 257

About using AES 192 and AES 256 . . . 259

Testing SNMP Traps . . . 260

How AE Services tracks alarms . . . 262

Working with alarm reports . . . 263

AE Services alarm codes and messages . . . 264

Chapter 9: Certificate management . . . 265

An overview of certificate management . . . 265

Server authentication . . . 266

Client authentication . . . 267

Using the default certificate. . . 268

Using the default certificate requires no OAM administration . . . 268

AE Server authentication and AE Services OAM . . . 268

Using your own certificates . . . 269

Enrolling and installing certificates . . . 269

Overview of SCEP Processing . . . 270

Basic scenarios for installing your own certificates . . . 271

DMCC Client authentication. . . 272

Enterprise server authentication . . . 272

(11)

Contents

Importing the trusted certificate into AE Services OAM . . . 274

Verifying the installation of the trusted certificate in AE Services . . . 275

Creating a server certificate signing request for the AE Services server . . . 276

Creating a server certificate for AE Services . . . 278

Generic procedure for creating a server certificate for AE Services . . . . 278

Microsoft-based procedure for creating an AE Services server certificate 279 Importing the server certificate into AE Services OAM . . . 280

Verifying the installation of the server certificate in AE Services . . . 281

Converting Certificate files in other formats for AE Services . . . 281

Converting a DER file to PEM . . . 281

Converting a PKCS#12 file to PEM . . . 281

Restarting the AE Server and the Web Server . . . 282

Backing up and restoring certificates . . . 282

Chapter 10: Administering Dial Plan Settings . . . 283

Dial Plan settings in AE Services OAM. . . 283

Before you begin (for the AE Services implementation with Microsoft LCS) . 283 About Tel URI formats and device IDs . . . 283

Calling device and monitored device ID . . . 284

Called device ID . . . 284

About the From TelURI and To TelURI rules . . . 285

How different APIs or offers use these settings . . . 285

From TelURI and ToTelURI operations for the DMCC service . . . 286

From TelURI and ToTelURI operations for the AE Services implementation for LCS287 TelURI settings - how incoming and outgoing numbers are processed . . . . 288

Valid dial string characters and using the asterisk . . . 288

The From Tel URI table . . . 289

The To TelURI table . . . 289

From TelURI settings for fixed-length extensions (outbound) . . . 290

To TelURI settings for fixed-length extensions (inbound - to AE Services) 292 From TelURI settings for variable-length extensions . . . 294

To TelURI settings for variable length extensions. . . 296

Pattern matching -- using Pattern and RegEx (regular expressions) . . . 297

Dial Plan tips . . . 299

Methods for administering dial plan settings . . . 300

Administering dial plan settings on a per-switch basis . . . 300

Administering default dial plan settings . . . 303

Chapter 11: Administering AE Services for Web services-based applications305

SMS Configuration. . . 306

(12)

SMS proxy port settings. . . 306

SMS Configuration settings . . . 307

Appendix A: Locations of AE Services log files. . . 309

Device, Media, and Call Control Service . . . 309

DLG Service . . . 310

CVLAN Service. . . 310

TSAPI Service . . . 311

Telephony Web Service . . . 311

System Management System Web Service . . . 311

User Web Service . . . 312

Appendix B: Testing connectivity . . . 313

Running tests from the OAM pages . . . 313

Running a sample application - Device, Media, and Call Control services only . 314 Sample application files on the AES server . . . 314

Preparing to run the sample application . . . 315

Administer AE Services for the sample application. . . 315

Administer Communication Manager for the sample application . . . 315

Administer a station . . . 315

Administer network region and gateway, if needed . . . 316

Edit the tutorial properties file . . . 317

Running the sample application . . . 318

Troubleshooting the sample application. . . 319

Appendix C: Replacing the cust and avaya accounts . . . 321

Creating a new System Administrator account and removing the default cust account (local Linux) . . . 322

Creating a new System Administrator account and removing the default cust account from User Management . . . 324

Creating a new User Management administrator account and removing the default avaya account from User Management . . . 326

Appendix D: Avaya Computer Telephony and CVLAN migration . . . . 329

TSAPI Client settings . . . 329

Migrating Avaya Computer Telephony Users to AE Services . . . 330

Procedure to migrate the Avaya Computer Telephony SDB to AE Services . 330 Adding users . . . 333

(13)

Contents

Alternative Migration Strategies for Avaya Computer Telephony . . . 334

Avaya Computer Telephony Bronze Level Integration . . . 334

How bronze-level integration works . . . 334

Avaya Computer Telephony Silver Level Integration . . . 336

How silver-level integration works . . . 336

Avaya Computer Telephony Gold Level Integration . . . 338

How gold-level integration works. . . 338

Migrating CVLAN to AE Services . . . 340

Migrating CVLAN Server for Linux (Releases 9.0 and 9.1) to AE Services . . 340

Migrating the MAPD-based CVLAN to AE Services . . . 342

Glossary . . . 345

(14)

(15)

Purpose

About this document

This document describes administrative tasks for Avaya MultiVantage® Application Enablement Services (AE Services). This section, About this document, includes the following topics:

● Purposeon page 15 ● Audienceon page 15

● Related documentson page 16

● Conventions used in this documenton page 18

Purpose

The purpose of this document is to provide a common reference for basic Application

Enablement Services (AE Services) administrative tasks. It includes the following administrative interfaces:

● Communication Manager administration from a System Administration Terminal (SAT) ● AE Services OAM (Operations, Administration, and Maintenance) Web-based

administration

● Linux administration from the command prompt on the AE Services Server (AE Server)

Audience

This document is intended for a general administrative audience or anyone who is involved with the administration of an AE Services configuration.

(16)

Reason for Reissue

The AE Services Administration and Maintenance Guide is updated for Release 4.2 to describe changes related to Enterprise Wide Licensing and CVLAN Licensing.

● For information about Enterprise Wide Licensing, see Chapter 4: WebLM and

administering licenseson page 149.

● For CVLAN licensing issues, see Administering CVLAN Links in AE Services OAMon page 106 along with Ensuring that the CVLAN Service is runningon page 107.

How to obtain these documents from the Web

Documents are available in Portable Document Format (.pdf) as follows:

● You can find all documents listed in Related documents on the Avaya Support Web Site (http://www.avaya.com/support).

For information about AE Services security

For information about AE Services security, see White-paper on Security in Application

Enablement Services for Bundled and Software only solutions. This document is located on the on the Avaya Support Center Web Site (http://www.avaya.com/support).

(18)

Conventions used in this document

The following conventions are used throughout this document.

Convention Example Usage

bold monospace add station Communication Manager System

Administration Terminal (SAT), and AE Services Linux command line interface. Bold monospace indicates that you input (type) characters exactly as depicted.

italic monospace

in angle brackets <modname> Communication Manager SAT, and AE Services Linux command line interface. Italic monospace indicates that you input (type) an appropriate substitution for the term in italics. Angle brackets are used as visual cues, do not type them.

plain monospace Port: Communication Manager SAT, and AE Services Linux command line interface. Plain monospace indicates standard output from the SAT display or command prompt.

bold Start AE Services OAM interface. Bold can indicate the following:

● Mouse and keyboard selections ● Web page displays

● Text type in a text box or a selection you make from a drop-down list.

bold italic service name AE Services OAM interface. Bold italic indicates that you input (type) an appropriate substitution for the term in italics.

(19)

Chapter 1: Administering Communication Manager

for AE Services

This chapter describes tasks that must be performed on Avaya Communication Manager to ensure that Communication Manager can communicate with the services running on the Application Enablement Services Server (AE Server).

● Before you begin

● Determining if Communication Manager can support your AE Services configurationon page 24

● Summary of Communication Manager administrative taskson page 27 ● Adding CLANs to the networkon page 32

● Enabling AE Serviceson page 34 ● Setting up a CTI linkon page 37 ● DMCC settingson page 40

(20)

Before you begin - AE Services Administrative checklist

Before you start the AE Services administration tasks, see Figure 1: AE Services and

Communication Manager - establishing connectivityon page 21 to familiarize yourself with the way the AE Services documents present installation and administration tasks associated with the AE Services Server (AE Server).

Next, review the checklist that applies to your installation:

● If you are administering a Bundled Server, see Bundled Server checkliston page 22 ● If you are administering a Software-Only server, see Software-Only server checkliston

page 23

!

_Important:

Important: Keep in mind that in the context of this document AE Services administration

(21)

Before you begin - AE Services Administrative checklist

Figure 1: AE Services and Communication Manager - establishing connectivity

1

2

3

Install AE Services software and license.

AE Services Installation Guide (Bundled Server, 02-300356 or Software Only, 02-300355)

Administer Communication Manager.

Administer AE Services.

Chapters 2 through 10 of the AE Services Administration and Maintenance Guide Chapter 1: "Prerequisites for installation or upgrade" through

Chapter 4: "Installing licenses"

Chapter 1: Administering Communication Manager for AE Services AE Services Administration and Maintenance Guide 02-300357

(22)

Bundled Server checklist

Avaya Technical Services is responsible for installing and maintaining components in a Bundled Server configuration.

Table 1: Bundled server checklist

Task Role1

1. The abbreviations for roles are as follows: FE (Field Engineer) and CSI (Communication Solutions and Integration, as in CSI technician)

Document

1 Verify that the installation site meets

the prerequisites. FE See Chapter 1 of the Application Enablement Services Installation Avaya MultiVantage and Upgrade Guide for a Bundled Server,

02-300356 (Bundled Server Installation Guide).

2 Install and configure the hardware. FE See Chapter 2 of the Bundled Server Installation Guide.

3 Install the AE Services software. FE See Chapter 3 of the Bundled Server Installation Guide.

4 Install the AE Services license. FE See Chapter 4 of the Bundled Server Installation Guide.

5 Verify Communication Manager

requirements. CSI/FE See can support your AE Services Determining if Communication Manager configurationon page 24.

6 Verify TN799DP CLAN board

installation and administration on CM. CSI/FE See page 32. Adding CLANs to the networkon

7 Enable AE Services on Communication

Manager. CSI See Enabling AE Serviceson page 34.

8 Administer a CTI link (ADJ-IP). CSI See the following, as appropriate:

Administering a CTI Link for CVLANon page 38

Administering a CTI Link for CVLAN (internal applications)on page 38

Administering a CTI Link for DLGon page 39

Administering a CTI Link for TSAPI, JTAPI, DMCC, Telephony Web Services, or an AE Services integration (Microsoft or IBM Sametime)on page 39.

9 Check the status of the switch connection (from Communication Manger to AE Services).

CSI See Checking the status of a Switch Connection -- from Communication Manageron page 40.

(23)

Before you begin - AE Services Administrative checklist

Software-Only server checklist

The customer or an Information Technology (IT) Technician is responsible for installing and maintaining components in an AE Services Software-Only server configuration.

Table 2: Software-only server installation checklist

Task Context Document

1 Determine that you have met the prerequisites for AE Services.

AE Services

installation See Chapter 1 of the Application Enablement Services Avaya MultiVantage Installation and Upgrade Guide,

Software-Only Offer, 02-300355 (Software-Only Installation Guide).

2 Install the Linux platform

software. AE Services installation See Chapter 2 of the Software-Only Installation Guide.

3 Install the software. AE Services

installation See Chapter 3 of the Software-Only Installation Guide.

4 Install the AE Services license. AE Services

installation See Chapter 4 of the Software-Only Installation Guide.

5 Verify Communication

Manager requirements. Communication Manager administration

See Determining if Communication Manager can support your AE Services configurationon page 24.

6 Verify TN799DP CLAN board installation and administration on Communication Manager.

Communication Manager administration

See Adding CLANs to the networkon page 32.

7 Enable AE Services on

Communication Manager. Communication Manager administration

See Enabling AE Serviceson page 34.

8 Administer a CTI link (ADJ-IP). Communication Manager administration

See the following, as appropriate:

Administering a CTI Link for CVLANon page 38

Administering a CTI Link for CVLAN (internal applications)on page 38

Administering a CTI Link for DLGon page 39

Administering a CTI Link for TSAPI, JTAPI, DMCC, Telephony Web Services, or an AE Services integration (Microsoft or IBM Sametime)on page 39.

9 Check the status of the switch connection (from Communication Manger to AE Services). Communication Manager administration

See Checking the status of a Switch Connection -- from Communication Manageron page 40.

(24)

Determining if Communication Manager can support your

AE Services configuration

Before you start the tasks in this chapter, follow this procedure to determine if Communication Manager has the level of licensing required to support your configuration.

1. Log in to Communication Manager.

Type display system-parameters customer-options and browse through the Optional Features and ASAI Enhanced Features screens. See Licensing for AE

Serviceson page 24 to make sure that the features you need are enabled.

2. If the features you need are not enabled, contact your Avaya representative to contract for those features.

Licensing for AE Services

For a summary of the features that are licensed on Communication Manager and AE Services see Table 3.

Table 3: Licensing for AE Services AE Services product or service Required feature licensed on Communication Manager Optional feature licensed on Communication Manager AE Services feature

Use display system-parameters

customer-options command to see if the feature is provided by the Communication Manager License.

Use WebLM to see if this feature is provided by the Application Enablement license.

AE Services Integration with Live Communications Server

Not applicable Not applicable Unified CC API Desktop Edition

AE Services

Integration IBM Lotus Sametime

(25)

Determining if Communication Manager can support your AE Services configuration

DMCC - Device and

Media Control IP-API_A _Notes:

● IP-API_A applies

only if AE Services 4.2 does not have a the DMCC license or if CM is 5.0 or a previous version). ● Adding a DMCC station consumes an IP_STA license and an STA license.

None If AE Services is 4.2 and CM is 5.1 or later, you need the DMCC license in place of

Communication Manager’s IP_API_A.

DMCC - Call

Information Services ● None None Application Enablement Connection DMCC - Call Control ● Computer

Telephony Adjunct Links

● IP_STA ● STA

● Note for call control

you need IP_A and STA. and i

● If using Call Control

along with Device and Media control, see DMCC - Device and Media Control.

None ● TSAPI Basic license

(denoted as TSAPI Simultaneous users in license file)

● DMCC license - AE Services

registration (AE Services 4.2 and later)

TSAPI Service (which includes JTAPI) for applications that use a Basic TSAPI license

Computer Telephony

Adjunct Links None TSAPI Basic license (denoted as TSAPI Simultaneous users in license file)

TSAPI Service (which includes JTAPI) for applications that use an Advanced TSAPI license

Computer Telephony

Adjunct Links Increased Adjunct Routes ●_● TSAPI Advanced Small_{TSAPI Advanced Medium}

● TSAPI Advanced Large

Web Services - Telephony Web Service

Computer Telephony

Adjunct Links None TSAPI Basic license (denoted as TSAPI Simultaneous users in license file)

Web Services-System

Management Service None None SMS Proxy_{SMS_OSSI}

Table 3: Licensing for AE Services (continued) AE Services product or service Required feature licensed on Communication Manager Optional feature licensed on Communication Manager AE Services feature

(26)

26 AE Services Administration and Maintenance Guide, Release 4.2 CVLAN Service

(Avaya Interaction Center)

Computer Telephony

Adjunct Links Increased Adjunct Routes CVLAN CVLAN Service

(Non-Avaya applications)

Note: ASAI Core and ASAI Plus are included for one Communication Manager server when purchasing the CVLAN service.

ASAI Core ● ASAI Plus ● CTI Stations ● Phantom Calls ● Adjunct Routing (CM 5.0 or later) ● Increased Adjunct Route Capacity CVLAN DLG Service

Note: ASAI Core and ASAI Plus are included for one Communication Manager server when purchasing the DLG service.

ASAI Core ● ASAI Plus ● CTI Stations ● Phantom Calls ● Adjunct Routing (CM 5.0 or later) ● Increased Adjunct Routes DLG AE Services product or service Required feature licensed on Communication Manager Optional feature licensed on Communication Manager AE Services feature

(27)

Summary of Communication Manager administrative tasks

Summary of Communication Manager administrative tasks

The following tables provide a per-client summary of Communication Manager administrative tasks. For a high-level illustration of connectivity between Communication Manager and the AE Server, see Figure 29: AE Services -- schematic view of an AE Services configurationon page 118.

● Table 4: DMCC - Device and Media Control onlyon page 28

● Table 5: Device and Media Control only - using a switch name for round-robin assignment

of H.323 Gatekeeperson page 28

● Table 6: DMCC - Device and Media with Call Information Serviceson page 29 ● Table 7: DMCC with Call Controlon page 29

● Table 8: TSAPI and JTAPIon page 30

● Table 9: Telephony Web Serviceson page 30 ● Table 10: CVLANon page 30

● Table 11: DLGon page 30

● Table 12: AE Services Implementation with Microsoft Live Communications Server 2005

(28)

Table 5: Device and Media Control only - using a switch name for round-robin assignment of H.323 Gatekeepers

Communication Manager administration tasks

Add CLAN (or CLANs) If you use a media server that uses CLANs you must add CLANs to the network. See Adding CLANs to the networkon page 32. Add stations See Adding stations for DMCCon page 41.

If an application uses "non-main dependency mode", you do not need to administer a station for the application. See

Table 14: New registration modeson page 41 for information about registration modes.

Set up a network region Requires network planning. See Setting up a network region for DMCCon page 44.

Add DMCC softphones to the network

region See page 48.Adding the DMCC softphones to the network regionon Add a media gateway to the network See Adding a media gateway to the networkon page 48. Add a media processor See Adding a media processor circuit pack to the networkon

page 49. Communication Manager administration tasks

Add CLAN (or CLANs) If you use a media server that uses CLANs you must add CLANs to the network. See Adding CLANs to the networkon page 32. Enable AE Services Required for the transport layer. See Enabling AE Serviceson

page 34.

Add stations See Adding stations for DMCCon page 41.

(29)

Table 6: DMCC - Device and Media with Call Information Services

Table 7: DMCC with Call Control

page 34.

Add stations See Adding stations for DMCCon page 41.

page 49.

page 34.

Add a CTI Link DMCC applications that use Call Control require a CTI Link. See Administering a CTI Link for TSAPI, JTAPI, DMCC,

Telephony Web Services, or an AE Services integration (Microsoft or IBM Sametime)on page 39.

(30)

Table 9: Telephony Web Services

Table 10: CVLAN

Table 11: DLG

page 34.

Administering UCIDs TSAPI and JTAPI applications that use predictive dialing must complete the tasks described in Setting up UCIDs for TSAPI and JTAPI applicationson page 53.

Add a CTI Link See Administering a CTI Link for TSAPI, JTAPI, DMCC,

page 34.

(31)

Table 12: AE Services Implementation with Microsoft Live Communications Server 2005 or Microsoft Live Communications Server 2007

Table 13: AE Services Implementation with Microsoft Live Communications Server 2005 or Microsoft Live Communications Server 2007

About administering network regions

When you administer a CLAN for AE Services, you must assign a network region based on your AE Services configuration. For example, if you are using DMCC, you might need to assign more than one network region. For more information about administering network regions, see the following documents.

● Administration for Network Connectivity for Avaya Communication Manager, 555-233-504. See the “Network quality administration” chapter.

● Administrator Guide for Avaya Communication Manager, 03-300509. See “IP Network Region” in the “Screen Reference” chapter.

● Avaya Communication Manager Network Region Configuration Guide

page 34.

(32)

Adding CLANs to the network

If you are using a media server that uses CLANs, you must add the CLANs to the Communication Manager network.

!

_Important:

Important: All CLANs dedicated to AE Services should be in a separate network region from

those CLANs servicing endpoints. CLANs that provide connectivity for other endpoints should be in another network region.

Note:

Note: This example assumes a simple configuration with one network region. Some

configurations will require more network regions, see About administering network regionson page 31.

Follow this procedure to add CLANs for AE Services. 1. Typechange node-names ip.

Communication Manager displays the IP NODE NAMES form. For an example, see Adding a CLAN - change node-names ipon page 64.

2. Complete the following fields on the IP NODE NAMES form.

● In the Name field, type the name you want to assign to this CLAN, for example CLAN1. ● In the IP Address field, type the IP address you want to assign to this CLAN.

3. Type add ip-interface <board location> (where <board location> is the board location for the CLAN, for example: 1A06).

Communication Manager displays the IP INTERFACES form. For an example, see Adding a CLAN IP interfaceon page 64.

(33)

Adding CLANs to the network

4. Complete the following fields on the IP INTERFACES form.

● In the Node Name field, type <CLAN name>, for example CLAN1. ● In the IP Address field, accept the default.

● In the Subnet Mask field, type the appropriate subnet mask for your network configuration.

● In the Gateway Address field, type the gateway address for your network configuration.

● In the Enable Ethernet Port field, type y. ● In the Network Region field, type 1.

● In the VLAN field, accept the default.

● In the Target socket load and Warning level field, accept the default. ● In the Auto field, type y.

5. Typeadd data-module next.

Communication Manager displays the DATA MODULE form. For an example, see Adding a CLAN - add data-moduleon page 63.

6. Complete the following fields on the DATA MODULE form. ● In the Data Extension field, accept the default value. ● (Required) In the Type field, type ethernet.

● (Required) In the Port field, type the board location and port 17, for example 1D07017. ● In the Name field type the name you want to assign to the data module, for example:

CLAN1DATA. This name is not used for further administration. It is a name you use to help you identify the data module.

(34)

Enabling AE Services

Enabling AE Services refers to administering the transport link between Communication Manager and AE Services. You need to enable AE Services services for the following

applications. For more information, see Summary of Communication Manager administrative taskson page 27.

● Device, Media, and Call Control (DMCC) applications that use Call Information Services ● DMCC applications that use Call Control Services

● Telephony Web Service ● JTAPI

● TSAPI ● CVLAN

● DLG (ASAI applications)

Follow this procedure to enable AE Services. 1. Type change ip-services.

Communication Manager displays the IP SERVICES form. For an example, see Configuring IP serviceson page 57 .

2. Complete Page 1 of the IP SERVICES form, as follows: ● In the Service Type field, type AESVCS.

● In the Local Node field type the appropriate entry, as follows: - On an S8300 only, type procr.

- On all other systems, type <nodename> (where <nodename> is the name of the CLAN board you will use on an 8500, 8700, or DEFINITY Server Csi.

You can locate node names by typing display node-names ip and checking the

Local Node field on the IP NODE NAMES form. ● In the Local Port field, accept the default (8765).

Note:

Note: If you are adding more than one CLAN for AE Services, repeat Step 2 for each

(35)

Enabling AE Services

3. Complete Page 3 of the IP SERVICES form (the AE Services Administration screen), as follows. For an example, see Configuring IP services - AE Services Administrationon page 57.

● In the AE Services Server field, type the <name> of the AE Server, for example

aeserver1.

Note:

Note: On the AE Server you can obtain this name by typing uname -n at the command

prompt. The name you use on Communication Manager must match the AE Server name exactly.

● In the Password field, create a password that consists of 12 to 16 alphanumeric characters, for example aespassword1.

!

_Important:

Important: This is the password that the AE Services CTI OAM Administrator must set on

the AE Server (Administration > Switch Connections > Edit Connection > Set Password). The passwords must exactly match on both Communication Manager and the AE Server.

(36)

Administering UCIDs in Communication Manager (TSAPI

and JTAPI applications)

TSAPI applications that use predictive dialing must be administered to use UCIDs. All JTAPI applications must be administered to use UCIDs.

● Enable the setting for creating UCIDs.

● Select the node number for the switch (if you have only one switch you can select 1; if you have internetworked switches, each switch must have a unique node id).

● Enable the setting for sending the UCID to ASAI.

Follow this procedure to administer UCIDs in Communication Manager. . 1. Type change system-parameters features .

2. Complete the following fields on the FEATURE-RELATED SYSTEM PARAMETERS form: a. In the Create Universal Call ID (UCID) field , type y.

b. In the UCID Network Node ID field, type a node number that is unique to this switch in a network of switches.

c. In the Send UCID to ASAI field, type y . 3. Submit the changes.

For examples of administrative screens, see the following diagrams:

● Setting up UCIDs for TSAPI and JTAPI applications - create a UCID and assign a Node

IDon page 53

● Setting up UCIDs for TSAPI and JTAPI applications - send UCID to ASAI must be

enabledon page 53

There is no charge to use these features, and they do not require any RFA (Remote Feature Administration) changes.

For more information about administering UCIDs, see Administrator Guide for Avaya Communication Manager, 03-300509.

(37)

Setting up a CTI link

Setting up a CTI link

This section does not apply to the following: ● DMCC with Device and Media control only ● DMCC with Call Information Services

If you are setting up an AE Services configuration that third party call control you must set up a CTI link.

● Administering a CTI Link for CVLANon page 38

● Administering a CTI Link for CVLAN (internal applications)on page 38 ● Administering a CTI Link for DLGon page 39

● Administering a CTI Link for TSAPI, JTAPI, DMCC, Telephony Web Services, or an AE

Services integration (Microsoft or IBM Sametime)on page 39

This section also includes a procedure for checking the status of a switch connection.

(38)

Administering a CTI Link for CVLAN

Follow these steps from a Communication Manager SAT to administer a CTI link type ASAI-IP (CVLAN Link) for a CVLAN application.

1. Type add cti-link <link number>, for example, add cti-link 3. 2. Follow these steps on the CTI LINK form.

● In the Extension field, type <station extension>, for example, 20007. ● In the Type field, type ASAI-IP.

● In the Name field, type <name of AE Server>, for example, aeserver1. This completes the procedure to administer a CTI Link used by CVLAN applications.

Administering a CTI Link for CVLAN (internal applications)

This procedure applies to Avaya Interaction Center (IC).

Follow these steps from a Communication Manager SAT to administer a CTI link type ADJ-IP (Proprietary CVLAN Link) for internal Avaya CVLAN applications.

1. Type add cti-link <link number>, for example, add cti-link 3. Communication Manager displays the CTI LINK form.

2. Complete the CTI LINK form as follows:

● In the Extension field, type <station extension>, for example, 30009. ● In the Type field, type ADJ-IP.

● In the Name field, type <name of AE Server>, for example, aeserver1. This completes the procedure to administer a CTI Link used for internal Avaya CVLAN applications.

(39)

Setting up a CTI link

Administering a CTI Link for DLG

Follow these steps from a Communication Manager SAT to administer a CTI link type ASAI-IP (DLG Link) for the DLG Service. The DLG service is for applications that are written to the ASAI communications interface.

1. Type add cti-link <link number>, for example, add cti-link 4. Communication Manager displays the CTI LINK form.

● In the Extension field, type <station extension>, for example, 40001. ● In the Type field, type ASAI-IP.

● In the Name field, type <name of AE Server>, for example, aeserver1. This completes the procedure to administer a CTI link used by ASAI applications.

Administering a CTI Link for TSAPI, JTAPI, DMCC, Telephony Web

Services, or an AE Services integration (Microsoft or IBM

Sametime)

If you are administering the AE Server for of the following clients you must administer a CTI link from Communication Manager to AE Services. Keep in mind that all clients will share the same CTI link.

● TSAPI ● JTAPI

● Telephony Web Service ● DMCC

● AE Services integration for Microsoft Office Live Communications Server 2005 or Microsoft Office Communications Server 2007

● AE Services integration for IBM Lotus Sametime

Follow these steps from a Communication Manager SAT to administer a CTI link type ADJ-IP 1. Type add cti-link <link number>, for example, add cti-link 5.

● In the Extension field, type <station extension>, for example, 70001. ● In the Type field, type ADJ-IP.

(40)

For more information about how you must administer each client in Communication Manager, see Summary of Communication Manager administrative taskson page 27.

Checking the status of a Switch Connection -- from

Communication Manager

Once you have added a Switch Connection on the AE Server, you validate the switch connection by checking its status on both the AE Server and on Communication Manager. To check the status of a Switch Connection on Communication Manager, type the following command:

status aesvcs link

For information about checking the status of a switch connection from the AE Server, see

Checking the status of a switch connection -- from the AE Serveron page 103.

DMCC settings

If you are setting up an AE Services configuration that supports the TSAPI, CVLAN or DLG clients, you can skip this section, This section includes the following topics:

● Adding stations for DMCCon page 41

● Setting up a network region for DMCCon page 44

● Adding the DMCC softphones to the network regionon page 48 ● Adding a media gateway to the networkon page 48

● Adding a media processor circuit pack to the networkon page 49 ● Administering an example DMCC configurationon page 50