Avaya IQ Preparing for Implementation

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Preparing for Implementation

Release 4.0

November 2007

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document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases.

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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.

Named User License (NU). Customer may: (i) install and use the Software on

Product that permits one user to interface with the Product.

Shrinkwrap License (SR). With respect to Software that contains elements provided by third party suppliers, End User may install and use the Software in accordance with the terms and conditions of the applicable license

agreements, such as "shrinkwrap" or "clickwrap" license accompanying or applicable to the Software ("Shrinkwrap License"). The text of the Shrinkwrap License will be available from Avaya upon End User’s request (see “Third-party Components" for more information).

Copyright

Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law.

Third-party components

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:

http://www.avaya.com/support

Trademarks

Avaya and the Avaya logo <insert specific Avaya product and service marks here> are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions.

<XYZ> is a trademark of <XYZ Inc.>

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:

http://www.avaya.com/support

COMPAS

This document is also available from the COMPAS database. The COMPAS ID for this document is 115654.

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:

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Implementation planning prerequisites . . . 7

Implementation Planning Tool . . . 7

Installing the OS and database software . . . 8

Collecting setup data . . . 8

Start of week day. . . 9

Services remote access . . . 9

Licensing . . . 10

User IDs created during installation . . . 11

Network requirements . . . 11

Integrating with Active Directory . . . 12

Planning for CMS and OA data migration . . . 12

Software requirements . . . 13

Application host software . . . 13

Database host software . . . 14

Web browser software. . . 14

Communication Manager software . . . 15

Proactive Contact software . . . 15

Call Management System software. . . 16

Enterprise directory software . . . 16

Security certificates . . . 17

Firewall port usage . . . 17

Permissive use policy . . . 20

Setting up the operating system . . . 21

Operating system setup requirements . . . 21

Security. . . 21

Event logging . . . 22

Encryption . . . 22

Firewall port setup . . . 22

Time synchronization and time zone setup . . . 23

OS and database compatibility . . . 23

User ID requirements . . . 23

Installing the database client software . . . 24

Installing the Red Hat Linux operating system . . . 24

Setting up database software . . . 35

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Creating database connections. . . 36

Configuring Oracle parameters to improve Avaya IQ performance . . . 36

Setting up character sets . . . 37

Creating tablespaces . . . 37

Creating database users and applying permissions . . . 39

Installing the database client software . . . 41

Creating a Net Service Name . . . 41

Setting up data sources . . . 43

Setting up Communication Manager software. . . 43

Setting up Proactive Contact software . . . 44

Using the Configuration Audit Tool . . . 45

Running the Configuration Audit Tool . . . 45

Installing the Configuration Audit Tool . . . 46

Uninstalling the Configuration Audit Tool . . . 47

Test descriptions . . . 47

Information required to run database tests . . . 49

Test result files. . . 50

Running an installation audit . . . 50

Verifying application host configurations . . . 51

Running a database audit . . . 52

Running a DBA audit . . . 53

Running individual tests . . . 53

Running tests using an input file . . . 54

Appendix A: Customer information worksheets . . . 57

Database host worksheets . . . 59

Basic database host information . . . 59

Data store information. . . 60

Tablespace information . . . 63

Application host worksheet . . . 65

Firewall port conflicts worksheet . . . 67

Communication Manager worksheet . . . 69

Proactive Contact worksheet . . . 71

Active Directory worksheet for LDAP integration . . . 73

Appendix B: Sample database scripts . . . 75

How to download sample database scripts . . . 75

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Sample scripts for creating users and tablespace associations . . . 78

Appendix C: Communication Manager link administration. . . 81

Administering a link between Communication Manager and Avaya IQ . . . 81

Administering data collection options . . . 82

Administering UCID options . . . 82

UCID feature options . . . 82

UCID trunk options . . . 83

Administering the Avaya IQ and Communication Manager release options . 83 Verifying the Communication Manager release . . . 84

Verifying the customer options . . . 84

Setting the reporting adjunct release. . . 84

Administering a C-LAN connection . . . 85

Adding node names and IP addresses . . . 85

Listing IP interfaces . . . 86

Adding a C-LAN IP interface . . . 86

Adding an ethernet data module . . . 87

Adding the processor interface channels . . . 88

Adding IP routing . . . 89

Enabling the processor interface channel . . . 89

Saving translations . . . 89

Administering a processor ethernet port connection . . . 90

Verifying the Processor Ethernet port . . . 90

Displaying the processor ethernet port . . . 90

Adding node names and IP addresses . . . 90

Adding the processor interface channels . . . 91

Enabling the processor interface channel . . . 91

Saving translations . . . 92

Glossary . . . 93

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Before Avaya or a BusinessPartner installs Avaya IQ, you must take into account several topics around the planning and preparation of your application hosts and database host. The

information in this section outlines the procedures you must do when preparing systems for the installation of Avaya IQ.

This section includes the following topics:

● Implementation Planning Toolon page 7

● Installing the OS and database softwareon page 8 ● Collecting setup dataon page 8

● Start of week dayon page 9 ● Services remote accesson page 9 ● Licensingon page 10

● User IDs created during installationon page 11 ● Network requirementson page 11

● Integrating with Active Directoryon page 12

● Planning for CMS and OA data migrationon page 12

Implementation Planning Tool

Your deployment has been determined from inputs to the Implementation Planning Tool. Your deployment will be one of the following configurations:

● A Dual Host deployment, with Avaya IQ software on one host and your database on a

separate host

● A Multiple Host deployment, with Avaya IQ spread across three or more hosts and your

database on a separate host

When following the instructions in this document, use the outputs from the Implementation Planning Tool to help set up your applications hosts and database host.

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Installing the OS and database software

The Implementation Planning Tool will detail the number of hosts for which you must purchase, set up, and install OS and database software. Information to help you set up the OS and database software are found in the following sections:

● Software requirementson page 13

● Setting up the operating systemon page 21 ● Setting up database softwareon page 35

After you install the OS on the application hosts, you must test the installation to verify that it is

ready to install Avaya IQ software. These tests are described in Using the Configuration Audit

Toolon page 45.

Collecting setup data

As you set up your application hosts and database host, you must collect certain data about your setup. This setup data is used by the Avaya or BusinessPartner provisioning teams when they install Avaya IQ. This setup data includes the following items:

● IP addresses

● Host names

● Database user names

● Database tablespaces

● Data source connection information for Communication Manager and Proactive Contact

systems

Avaya recommends that you collect all of this information in a word-processing file or copy the

information onto the worksheets found in Appendix A: Customer information worksheetson

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Start of week day

For reporting purposes, most contact centers designate one day of the week as their start of week day. As part of your preparation for installation, you must decide which day of week will be your start of week day. This day is used during installation of Avaya IQ and cannot be changed once it has been administered. Once you have decided on your start of week day, communicate

that information to the Avaya or BusinessPartner provisioning team using the Application host

worksheeton page 65.

Services remote access

Avaya support personnel require remote access to provide technical support. From a planning perspective, you must work with Avaya to provide remote access to your equipment during software installation and configuration, initial administration, and when the system is turned over to you for normal operation. Remote access is also required if Avaya will be providing ongoing services support. Contact your Avaya representative for more information about remote access offers. Briefly, the following two methods are used by Avaya services to support your

deployment:

Secure Access and Control (SAC):SAC is the primary method of remote access. If SAC has been installed at your site and configured for use with Avaya IQ, SAC will be used for initial implementation and ongoing maintenance. With SAC, Avaya will not need any assistance from you to start a remote access session.

Web conferencing:Web conferencing is a secondary method for remote access. This method requires you to designate a dedicated personal computer so that Avaya support can access your Avaya IQ system during implementation and for ongoing maintenance. This method consists of the following steps:

1. Avaya provisioning sets up a Web conferencing session and invites the customer to the session.

2. The customer logs in to the session from the dedicated personal computer at the customer site or within the customer network.

3. The customer gives control of the dedicated personal computer to the Avaya personnel. 4. The Avaya personnel access the host machines from the personal computer to install,

configure, and administer the hosts.

5. When the implementation is complete, the Avaya personnel returns control of the personal computer to the customer.

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The customer must have the following tools available on the personal computer used for the session:

● An approved X-Windows package such as Cygwin or Hummingbird Exceed. Xlite-Pro is

not an approved package.

● An approved secure shell command line terminal package, such as PuTTY.

Licensing

Licensing ensures that customers are permitted to use only the product functionality for which they have paid and are licensed. License files for Avaya IQ are generated and acquired using the Avaya Remote Feature Activation (RFA) process and installed using the Web License Manager (WebLM) tool.

To acquire a license file, an Avaya or BusinessPartner representative uses the RFA feature. The Avaya employee or BusinessPartner must be certified to use the RFA feature. For information about RFA training, certification, and how to acquire a license file, see the following documents:

● Remote Feature Activation (RFA) User Guide

● Getting Started with Remote Feature Activation (RFA)

These documents can be found on the Avaya support site:

http://support.avaya.com

To acquire a license file, you must provide the following information to the Avaya or BusinessPartner representative:

● Host ID (MAC address or HWaddr) of the host where the All Functions or Administration

host function will be installed. This host is where WebLM will be installed, and it is the only

host where the license file is installed. You can use the Linux ifconfig command to

display the Host ID.

● SAP order number

● BusinessPartner Tier I and Tier II information, if applicable

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User IDs created during installation

When Avaya IQ is installed on your application hosts, several user IDs are created to support the installation and operation of the product. If your security guidelines require that you limit or control certain user IDs, work with the Avaya or BusinessPartner provisioning team to remove or recreate any user IDs that violate your security requirements.

The following user IDs are created during installation:

● avaya - used for initial administration

● craft - used by Avaya services personnel

● cust - default customer user ID

● genericldap1 - used for internal LDAP processing

● genericldap2 - used for internal LDAP processing

● rasaccess - used for remote access tools used by Avaya services personnel

● replicator1 - used to identify the CUS system being used

● sroot - used by Avaya services personnel; sroot is identified as ID=0

● tomcat5 - used for the web server processing

● tsc - used by Avaya services personnel

installation user ID - used to assign ownership during Avaya IQ installation

Network requirements

Application hosts at a single site must be connected to a high speed shared TCP/IP local area network (LAN). The LAN must have a minimum bandwidth of 100 Mbps, operating at full duplex. Application hosts at different sites must be connected to a wide area network (WAN). The WAN must have a minimum bandwidth of 2 Mbps. Requirements for this bandwidth and any other issues around latency are provided as a report from the Implementation Planning Tool.

Dynamic Host Configuration Protocol (DHCP) is not supported for application hosts. Hosts must be configured with static IP addresses or use reserved IP addresses from a DHCP server. You

must make sure that the hosts files (for example, /etc/hosts) are set up properly or

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Domain name system (DNS) can be used to define IP addresses in the customer network. If

DNS is not used, you must use specific IP addresses on every host or set up the /etc/hosts

files correctly on every host. If the host files are not set up properly, you may suffer performance penalties or other problems when the OS attempts to do DNS lookups. You must configure your deployment connectivity consistent with your underlying network infrastructure, which may or may not include DNS servers.

Network Address Translation is supported by Avaya IQ. This is a feature that allows you to use an internally known IP address and name between hosts, but a different IP address and name are used when exposed externally. Details of your network configuration must be

communicated to the Avaya or BusinessPartner provisioning team.

Different sites can be separated by firewalls. For more information about ports for firewall

configuration, see Firewall port usageon page 17.

Integrating with Active Directory

Avaya IQ can work with Windows Active Directory on Windows 2000 Server and Windows 2003 Server to integrate enterprise users with the Avaya IQ user management system. This allows you to add administrative and reporting users automatically from your enterprise directory without using separate authentication from Avaya IQ. Avaya provisioning can integrate your enterprise directory during initial implementation, or you can do the integration using the

procedures provided in Integrating with Active Directoryon page 95. Coordinate this work with

the provisioning teams. Use the Active Directory worksheet for LDAP integrationon page 73 to

collect Active Directory options.

Planning for CMS and OA data migration

It is best to migrate CMS data as soon as you are confident Avaya IQ is collecting data and operating normally to maximize the amount of data you can migrate. CMS stores a maximum of 62 days of historical interval data, and only CMS interval data can be migrated. This limitation does not exist for OA data.

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This section lists the software required for client and host computers in a software-only deployment. This section includes the following topics:

● Application host softwareon page 13 ● Database host softwareon page 14 ● Web browser softwareon page 14

● Communication Manager softwareon page 15 ● Proactive Contact softwareon page 15

● Call Management System softwareon page 16 ● Enterprise directory softwareon page 16 ● Security certificateson page 17

● Firewall port usageon page 17 ● Permissive use policyon page 20

!

Important:

Important: The Customer Release Notes and the Implementation Report for Customer from

the Implementation Planning Tool documents the latest software versions and takes precedence over any software versions shown in this section.

Application host software

This section lists the software that you must purchase, install, and configure on the computers being used as application hosts before any Avaya IQ software is installed.

● Red Hat Enterprise Linux 4, Update 4 or 5, ES or AS, for x86 platforms, 32-bit

!

Important:

Important: Avaya IQ only works with registered versions of Red Hat Linux. Avaya IQ does

not work with any Red Hat Linux clone software.

● Oracle 10G R2 (10.2.0.2 plus patch 5089444) client software

The Oracle software on the application host is used to make connections to the database

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● Network Time Protocol (NTP) time synchronization client software

All application hosts must be synchronized using the same NTP source as all

Communication Manager systems and Proactive Contact systems in the deployment. See Setting up the operating systemon page 21 for more details about installing and setting up the Red Hat Linux OS.

Database host software

The host computer where the database software installed must comply with the following requirements:

● Oracle 10G R2 (10.2.0.2 plus patch 5089444) software, Standard Edition or Enterprise

Edition, depending on database size

● The database host can use any OS that supports the required version of the database

software.

● Users and tablespaces must be administered on the database. See Setting up database

softwareon page 35 for more information.

● Network Time Protocol (NTP) time synchronization client software is recommended, but

not required, on the database host.

Web browser software

Access to the reporting and administration interfaces is done using a Web browser on a user PC. This section describes the minimum software requirements related to the Web browser.

● Microsoft Windows XP SP2

● Microsoft Internet Explorer 6.0 SP2

● Microsoft Internet Explorer 7.0

● Firefox 2.0

● The screen resolution to display the user interface properly is 1024x768 with 16-bit color.

● Acrobat Reader 4.0 or later for viewing reports saved as Portable Document Format (PDF)

● Microsoft Excel 2000 or later for viewing reports saved as an Excel spreadsheet

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When using a pop-up blocker in a browser, you must configure the pop-up blocker to allow pop-ups from the application host sites. Use the tools setting of your browser to control the allowed sites. When adding an allowed site to the list, use the IP address of the root host machine.

Note:

Note: You cannot use the browser provided with the Linux OS for administration and

reporting. You must access administration and reporting from a browser on a PC.

Communication Manager software

This section describes requirements for Communication Manager systems used as sources to Avaya IQ.

● Communication Manager software releases:

- 3.1.4.642.1, plus service pack 13743, service pack 14445, plus Combo Patch - 4.0.1.731.2 or later, plus service pack 14300

Note:

Note: Avaya IQ does not support using the G3 CSI (Prologix) hardware platform as a

source.

● Expert Agent Selection (EAS) must be enabled

● Network Time Protocol (NTP) time synchronization client software

All application hosts must be synchronized using the same NTP source as all Communication Manager systems in the deployment.

● Dedicated processor ethernet or CLAN connection for the Avaya IQ link

● Proper administration of contact center data collection features; see

Appendix C: Communication Manager link administrationon page 81.

Proactive Contact software

This section describes requirements for Proactive Contact systems.

● Proactive Contact 3.0.1 SP1

● PG230 hard dialer (Avaya IQ does not support the Proactive Contact soft dialer)

● Patches PC3_739, PC3_740, PC3_747, PC3_766, PC3_792, DST_2007_PC3_824, and

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● Already configured to work with a Communication Manager system

● The Proactive Contact system must be administered with blended inbound and outbound

agents

● No support for standalone systems, outbound-only agents, call blending, or overflow

blending

Multiple Proactive Contact dialers can be deployed in an administrative group called a pod. The dialers are grouped only for administration purposes and otherwise function

independently. Avaya IQ does not directly represent the pod configuration, although Avaya IQ can connect to the individual dialers in the pod.

● Network Time Protocol (NTP) time synchronization software

All application hosts must be synchronized using the same NTP source as all Proactive Contact systems in the deployment.

Call Management System software

In many deployments, you will continue to use your existing Call Management System (CMS) with Avaya IQ. The following CMS versions are required when used with Avaya IQ:

● CMS R13.1, versions R13.1da.g and R13.1auxda.g

● CMS R14, all versions

Enterprise directory software

Avaya IQ can work with Windows Active Directory on Windows 2000 Server and Windows 2003 Server to integrate enterprise users with the Avaya IQ user management system. This allows you to add administrative and reporting users automatically from your enterprise directory without using separate authentication from Avaya IQ. Avaya provisioning can integrate your enterprise directory during initial implementation, or you can do the integration yourself using

the procedures provided in Integrating with Active Directoryon page 95 in Avaya IQ

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Security certificates

When users access reporting or administration with Avaya IQ, the system uses secure HTTP connections. Users will receive a security warning dialog. They must either accept the dialog every time they access the system or they can permanently install the certificate.

To avoid this condition for your users, you can obtain trusted certificates that you can install on the Avaya IQ application hosts. If you obtain these certificates before Avaya or a

BusinessPartner installs your system, you can request that they install the certificates for you. The number of certificates you need to obtain depends on your configuration:

● One certificate for an All Functions host

● One certificate for an Administration host

● One certificate for every Reporting host

Firewall port usage

This section lists all default firewall ports required by Avaya IQ. Give this list of ports to your system administrator to determine if any of the ports being used are not available in your network. In some cases, the default port numbers may conflict with your network. This may be caused by conflicts with other applications you are running, firewall rules, corporate network

standards, or other reasons. Document any conflicts in Firewall port conflicts worksheeton

page 67.

The following definitions describe the headings used in the table. Source Initiator:The device or application initiating a data flow.

Source Port:The default port(s) used by the source device or application.

Destination Receiver:The device or application receiving a data flow from a source. Destination Port:The default port(s) used at the machine or application responding to an initiator.

Source Destination

Initiator Ports Receiver Port

SSH Client Dynamic, intranet SSH Server (each host) 22 Reporting User Interface Dynamic, intranet SMTP Email Server (each

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Web Browser Dynamic, intranet Apache 80 Linux network time protocol

daemon, ntpd (each host) 123 Linux network time protocol daemon, ntpd (each host)

123

User Service (Admin or All

Functions host) Dynamic slapd (Admin or All Functions host) 389 Linux network time protocol

daemon, ntpd (each host) 631 Linux network time protocol daemon, ntpd (each host)

631

User Service (Admin or All

Functions host) Dynamic slapd (Admin or All Functions host) 636

Oracle 1031

DSS DSS 1099

Database clients (Admin, All Functions, or Reporting hosts)

Dynamic, intranet Oracle SQL*Net

(database host) 1521 Event Manager

(Data Processing host)

System Mgmt Tomcat (Admin or All Functions host)

5001

CM Adaptor

(Data Processing host)

Dynamic, intranet Communication Manager 5002 Local managed entities

(each host) Dynamic, local host (loopback) Child watchd (each host) 7010 Child watchd (each host) Dynamic, local host

(loopback) Parent watchd (each host) 7011 License management client

(each host) Dynamic, intranet License management server (WebLM) (Admin or All Functions host)

8080, 8443

License management admin

- Web browser Dynamic, intranet License management server (WebLM) (Admin or All Functions host)

8080, 8443

Reporting host Dynamic, intranet Tomcat (Reporting host) 9300 Reporting host Dynamic, intranet Tomcat (Reporting host) 9334 Reporting Application

entities (Reporting host) Dynamic Reporting Application Log Server (Reporting host) 9362 Web Browser or command

line Dynamic, intranet Tomcat (Reporting host) 9399

Source Destination

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All peer Service Locators

and clients (each host) 10000 Service Locator (each host) 10010 Web services access to

Data Export 10080 10080

Web Browser 18443 Reporting User Interface 18443 PC Adaptor (Data

Processing host) 31004 Proactive Contact 23120 PC Adaptor (Data

Processing host) 31004 Proactive Contact 23200 PC Adaptor (Data

Processing host) 31004 Proactive Contact 23260 Tomcat Service Dynamic Tomcat (Admin or All

Functions host) 28005 OAM User Web Browser Dynamic, intranet Tomcat (Admin or All

Functions host) 28080 OAM User Web Browser Dynamic, Intranet Tomcat (Admin or All

Functions host) 28443 28444

JBoss Jboss Instances 31001-31049

Event Mgmt Forwarder

(Data Processing host) 50025 Historical Fact Recorder (Admin or All Functions host)

31001

Network Log Server (Admin or All Functions host)

31050 Alarm Server (Admin or

All Functions host) 31050 Log client

(each host)

31050 Host Log Server (each

host) 31050

Host Log Server (each host) 31050 Network Log Server (Admin or All Functions host)

31050

System Configuration Client, library within services that use SDAS (each host)

DSS port for specific service, identified elsewhere in table (Admin or All Functions host)

SDAS 31050

Lifecycle utilities (each host) 50200 - 50299 Lifecycle Manager (each

host) 50000

Subsystem Administration (Admin or All Functions host))

31050 Lifecycle Manager (each

host) 50000

Source Destination

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Permissive use policy

Avaya may support specific nonstandard Avaya IQ deployments. Contact your Avaya sales representative or Avaya support for a copy of this policy.

Lifecycle utilities (each host) 50200 - 50299 Lifecycle Manager (each

host) 50001

PCS Adapter

(Data Processing host)

50027 Historical Event Processor (Data Processing host)

50025 Proactive Contact 23200 PCS Adaptor (Data

Processing host) 50027 Event Management (Data

Processing host) 50025 PCS Adaptor (Data Processing host) 50027 Historical Fact Recorder

(Admin or All Functions host)

31001 IRS (Admin or All

Functions host) 52222 Historical Dim Recorder

(Admin or All Functions host)

31002 IRS (Admin or All

Functions host) 52222 Many entities (each host) Dynamic, intranet ActiveMQ (each host) 61616 Many entities (each host) Dynamic, intranet ActiveMQ 61617

Source Destination

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This section contains requirements and procedures for installing and setting up the operating system (OS) in preparation for Avaya or a BusinessPartner to install Avaya IQ.

This section includes the following topics:

● Operating system setup requirementson page 21

● Installing the Red Hat Linux operating systemon page 24

Operating system setup requirements

This section provides what facets of the OS must be set up to be compatible with Avaya IQ. These requirements do not go into any details on how to set the OS options. These

requirements only note that certain options must be set. Some of those options will include, but are not limited to, the following items:

● Securityon page 21 ● Event loggingon page 22 ● Encryptionon page 22

● Firewall port setupon page 22

● Time synchronization and time zone setupon page 23 ● OS and database compatibilityon page 23

● User ID requirementson page 23

● Installing the database client softwareon page 24

Security

Your OS must be installed and maintained following the recommendations of the OS manufacturer. Verify that system hardening steps and security best practices have been followed before you install any application. These recommendations include the following practices:

● Install the minimum OS configuration allowed that supports Avaya IQ

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● Locate your equipment in secure locations.

● Keep your OS updated with the latest security patches.

● Regularly monitor the security events logged by the OS.

● Configure the OS to log the following security related events:

- Logins and logouts - Administrative changes - Activities of privileged logins - Account privilege changes - System configuration changes

- Addition, modification, or deletion of installed packages

● Once Avaya IQ is installed, monitor the Avaya IQ security events via the Security and

Administration Audit categories in the Log Viewer.

For more information about securing your installation, see the following resources:

● Security configuration documents and articles at the following Web sites:

http://www.cisecurity.org/ http://www.redhat.com

Event logging

Configure your OS to log security related events such as account privilege changes, logins and logouts, and system configuration changes, addition, modification, or deletion of installed packages. Regularly monitor the security events logged by the OS.

Encryption

A Certificate Authority (CA) is an entity that provides trusted, signed digital certificates. Though additional certificates are not required to operate Avaya IQ, you can use the administration interface to generate and install certificates or you can install certificates that you purchase from third-party vendors.

Firewall port setup

During installation and operation, specific TCP ports are used by Avaya IQ and must be made

available. Use the information provided in Firewall port usageon page 17 to properly configure

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Time synchronization and time zone setup

All application hosts must have NTP client software installed, configured, and working properly. The NTP time synchronization service must be synchronized from the same NTP source as all hosts, Communication Manager systems, and Proactive Contact systems in the deployment. Product software cannot be installed without the presence of a functioning time synchronization service.

The hosts must also have their time zone and daylight savings time rules administered properly so that information from the sources match properly and are not shown out of synchronization.

OS and database compatibility

All application hosts in the deployment must use the same OS version as described in Software

requirementson page 13. The database host can use any OS that supports the proper version

of the database software, also documented in Software requirementson page 13. For example,

your application hosts must have the proper version of the Linux Red Hat OS, but your database host can use Sun Solaris as the OS for the Oracle database software.

User ID requirements

Adhere to the following user ID requirements:

● When Avaya IQ is installed, a number of Avaya services user IDs are installed at the same

time. These user IDs (sroot, craft, and tsc) are required during implementation and ongoing support. These user IDs are reserved for this use and the customer should not

create similar user IDs because they will conflict with the Avaya user IDs. See User IDs

created during installationon page 11 for more information about user IDs created during installation.

● The customer must provide, as part of installation, an OS user ID that can be associated

with the installed files. Most installed files will be owned by this user and will be a member of the group with the same name. This user ID will appear when you display the

permissions of the files, as well as when you list the processes that are executing on the host. Many Avaya IQ processes run as this user ID. This user ID does not have login capability, so do not select a user ID that you also want to use as an active login ID.

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Installing the database client software

You must install the Oracle database client software on the application hosts in your deployment that will be administered with the following host functions:

● All Functions on a Dual Host deployment

● Administration on a Multiple Host deployment

● Reporting on a Multiple Host deployment

You can identify which application hosts correspond to these functions on the Implementation Report for Customer from the Implementation Planning Tool.

When you install the Oracle client software on the Avaya IQ hosts, make sure that you have installed all supporting packages required for by the OS to support the Oracle client software. All software requirements for Oracle can be found in Oracle documentation.

Use the instructions found in Oracle Database Client Installation Guide when installing the

Oracle client database software on the application hosts. When installing the client software, you can use either of the following installation types:

● Administrator

● Runtime

Installing the Red Hat Linux operating system

This section contains a high-level procedure to assist you when installing the Linux OS on a host where you will be installing the Avaya IQ software. For assistance when installing the OS, use the OS installation documents. You can view the documents at the following Web site:

http://www.redhat.com/docs/manuals/enterprise/RHEL-4-Manual/ x8664-multi-install-guide/

!

Important:

Important: Do not use this procedure to install the OS on your database host. The options

shown in this section are only for application hosts. Before you begin the installation, collect the following information:

● Confirm that your hardware is compatible with Red Hat Linux Version 4, Update 4 or 5.

See the following Web site:

http://hardware.redhat.com/hcl/

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● Record the size of the physical memory of each host. If you do not know this, it should be

displayed immediately after power-on. Press Esc or enter the BIOS configuration if

necessary.

● Install BIOS/CMOS updates, firmware updates, and so on as required by Red Hat.

● Check the physical memory using the following commands:

type free

cat /proc/meminfo

To install the operating system:

1. Insert the boot media and reboot the system. Your BIOS settings may need to be changed to allow you to boot from the disc or USB device.

After a short delay, a screen containing the boot: prompt should appear. The screen

contains information on a variety of boot options. Each boot option also has one or more help screens associated with it. To access a help screen, press the appropriate function key as listed in the line at the bottom of the screen.

As you boot the installation program, be aware of two issues:

● Once the boot: prompt appears, the installation program automatically begins if you

take no action within the first minute. You can press Enter to start the installation.

● If you press a help screen function key, there is a slight delay while the help screen is

read from the boot media. The CD Found dialog is displayed.

2. Select Skip.

The Welcome dialog is displayed.

3. Select Next.

The Language Selection dialog is displayed.

4. Select the language you want to use for the installation. For Avaya IQ Release 4.0, the only supported language is English.

Note:

Note: This is not the locale being used during run time.

5. Select Next.

The Keyboard Configuration dialog is displayed.

6. Select the correct layout type (for example, U.S. English) for the keyboard you would prefer to use for the installation and as the system default.

If an existing installation of the OS is found on the host, the Upgrade dialog is displayed.

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8. Select Next.

The Disk Setup dialog is displayed.

Partitioning allows you to divide your hard drive into isolated sections, where each section behaves as its own hard drive. If you are not sure how you want your system to be

partitioned, read Appendix D An Introduction to Disk Partitions in the Red Hat installation

document for more information. You can choose to perform automatic partitioning or manual partitioning using Disk Druid.

9. Select Manually partition with Disk Druid.

10. Select Next.

You must tell the installation program where to install Red Hat Enterprise Linux. This is done by defining mount points for one or more disk partitions in which Red Hat Enterprise Linux is installed. You may also need to create or delete partitions at this time.

11. Select Next.

12. If there are any partitions on the hard drive select them and delete them. To delete a partition, highlight it in the Partitions section and select Delete.

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13. Confirm the deletion when prompted.

14. To add a new partition, select New.

The Add Partition dialog is displayed.

When assigning the size of each partition, use the following table as a guideline. The only mount points that have a size required by Avaya IQ are marked with a footnote.

Mount point Type Minimum recommend size

n/a swap Use the following recommendations to calculate swap

space:

● If RAM is 1024 MB or less, set swap size to 2 times

the size of the RAM.

● If RAM is between 1025 MB and 2048 MB, set

swap size to 1.5 times the size of the RAM.

● If RAM is between 2049 MB and 8192 MB, set the

swap size equal to the size of the RAM.

● If RAM is more than 8192 MB, set swap size to

0.75 times the size of the RAM.

● If the swap space is larger than 2 GB, you should

split the required swap space into several swap partitions of 2GB each to improve performance.

/ ext3 2048 MB

/avaya1 ext3 8192 MB

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15. Administer the following options:

Mount Point: Enter the partition's mount point. For example, if this partition should be

the root partition, enter /.

File System Type: Using the pull-down menu, select the appropriate file system type

for this partition.

Allowable Drives: This field contains a list of the hard disks installed on your system.

If a hard disk's box is highlighted, then a desired partition can be created on that hard disk. If the box is not checked, then the partition will never be created on that hard disk. By using different settings, you can have Disk Druid place partitions where you need them, or let Disk Druid decide where partitions should go.

Size (MB): Enter the size (in megabytes) of the partition. A minimum 100 MB partition

will be created if you do not select a larger value.

Additional Size Options: Choose whether to keep this partition at a fixed size, to

allow it to grow (fill up the available hard drive space) to a certain point, or to allow it to

grow to fill any remaining hard drive space available. If you choose Fill all space up to

(MB), you must give size constraints in the field to the right of this option. This allows

you to keep a certain amount of space free on your hard drive for future use.

Force to be a primary partition: Select whether the partition you are creating should

be one of the first four partitions on the hard drive. If unselected, the partition is created as a logical partition.

16. Select OK to create the partition.

17. Repeat Steps 14 through 16 to add all the partitions.

18. Once you have created all partitions on the disk, select Next.

The Boot Loader Configuration dialog is displayed.

/home ext3 2048 MB

/opt1 ext3 20480 MB plus any remaining space

/tmp1 ext3 4096 MB

/u01 ext3 10240 MB

/usr ext3 10240 MB

/var1 ext3 10240 MB

1. Mount point name and size required for Avaya IQ.

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19. Do not make any changes to this dialog. Select Next. The Network Configuration dialog is displayed.

The installation program automatically detects any network devices (ethernet ports) you

have and displays them in the Network Devices list. The only network device you should

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20. Select the eth0 network device and select Edit. The Edit Interface dialog is displayed.

21. Select Activate on boot and enter the IP Address and Netmask for the host.

22. Select OK.

The Network Configuration dialog is displayed.

23. Set the host name manually using the host name or fully qualified host name. Enter any gateway or DNS IP addresses if required for your network.

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24. Select Next.

The Firewall Configuration dialog is displayed.

25. Select the following options depending on the host type:

Enable firewall for all application hosts. ● Remote Login for all application hosts

Web Server for All Functions, Administration, and Reporting hosts ● Enable SELinux Active for all application hosts

!

Important:

Important: Do not enable SMTP or FTP services on any Avaya IQ application host.

26. Select Next.

The Additional Language Support dialog is displayed.

27. Select a default language and any other languages that may be used for the administration and reporting interfaces of Avaya IQ. For Avaya IQ Release 4.0, the only language you can select is English.

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28. Select Next.

The Time Zone Configuration dialog is displayed.

29. Select your location on the map or from the drop-down menu.

30. Select Next.

The Set Root Password dialog is displayed.

31. Create and confirm the password for root. Keep track of this password as the Avaya implementation personnel will need to log in as root for a portion of the software installation.

32. Select Next.

The Package Installation Defaults dialog is displayed.

33. Select Customize software packages to be installed.

34. Select Next.

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35. Scroll down to the Miscellaneous section and select Minimal. When Minimal is selected, all other software packages are unselected. Avaya recommends that you install the

minimal set of packages, which is adequate to support Avaya IQ. The Minimal option will

not provide a GUI-based console environment, but you can do a GUI install remotely if needed.

Note:

Note: Optionally, after selecting Customize software packages to be installed, you

may also select and install the following packages instead of doing a minimal installation:

● X Window System (required for GUI installation of Avaya IQ)

● GNOME Desktop Environment

● Editors (optional)

● Graphical Internet

● Text-based Internet

● Server Configured Tools

● Web Server

● Windows File Server (optional)

● Administration Tools

● Printing Support (optional)

36. Select Next.

The About to Install dialog is displayed.

37. Select Next.

The Check for Install CDs dialog is displayed.

38. Select Continue.

Red Hat Linux is installed on the host. After the software is installed, the Installation Complete dialog is displayed. After the system reboots, you can view a log of the

installation in /root/install.log.

39. Select Next to reboot the system. Remove any installation media if it is not ejected

automatically upon reboot.

After the normal power-up sequence, the graphical boot loader prompt is displayed. Do whatever is appropriate to boot Red Hat Enterprise Linux. One or more screens of

messages should scroll by. Eventually, a login: prompt or a GUI login screen appears.

40. Avaya IQ requires that you manually install several RPM packages on the application hosts. In addition to the RPMs listed here, you may need to install other RPMs after you

run the Configuration Audit Tool tests (see Using the Configuration Audit Toolon page 45).

Install the following RPM packages using the standard Linux RPM package installation commands:

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compat-db-4.1.25-9

This RPM is required by Apache for the Report Gateway on the Reporting host for

libdb-4.1.so.

xorg-x11-deprecated-libs-6.8.1-23.EL.i386.rpm (or greater) and

xorg-x11-xauth-6.8.2-1.EL.13.36 (or greater)

These RPMs are required to use the GUI version of InstallShield.

ntp-4.2.0.a.20040617-4.EL4.1

This RPM provides the NTP service.

firefox-1.5.0.3-0.2.EL4

This RPM installs the Firefox browser on the server.

openldap-2.2.13-4, openldap-servers-2.2.13-4, and

openldap-clients-2.2.13-4 (or greater)

Make sure the server and client version of the package matches the base LDAP package.

openmotif-2.2.3-9.RHEL4.1.i386.rpm (or greater)

This RPM is required for the reporting application.

!

Important:

Important: Before you install the Oracle client software on the Avaya IQ hosts, make sure

that you have installed all supporting packages required for by the OS to support the Oracle client software. All software requirements for Oracle can be found in Oracle documentation.

41. Configure NTP on the host. If you installed a GUI interface, use the

system-config-date command to set your system time and NTP synchronization

source. You can also edit the /etc/ntp.conf file to set the NTP synchronization source.

42. Register your OS installation.

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For a software-only deployment, the customer is responsible for all facets of database setup. These facets include, but are not limited to, the following tasks:

● Installing the database server and client software on the database host

● Installing the database client software on certain application hosts before Avaya IQ is

installed

When you install Oracle on your database host, make sure that you have installed all supporting packages required by the OS to support Oracle. All software requirements for Oracle can be found in Oracle documentation.

While creating and configuring the database instance on the database host, do the following procedures:

● Partitioning the OS for the databaseon page 36 ● Creating database connectionson page 36

● Configuring Oracle parameters to improve Avaya IQ performanceon page 36 ● Setting up character setson page 37

● Creating tablespaceson page 37

● Creating database users and applying permissionson page 39

For more information about configuring the database options described in this section, consult

your database vendor documentation. See the Oracle Database Installation Guide and Oracle

Database Administrator’s Guide on the Oracle documentation Web site at:

http://www.oracle.com/technology/documentation/index.html

As you create these required options, tablespaces, and users on the database host, use the

Database host worksheetson page 59 to collect this information for yourself and for the Avaya or BusinessPartner personnel who will install Avaya IQ.

To assist you in creating the tablespaces and users, we have provided a set of sample scripts that you can use when building your own scripts. These scripts are found in

Appendix B: Sample database scriptson page 75.

When installing the database client on the application hosts, do the following procedures:

● Installing the database client softwareon page 41 ● Creating a Net Service Nameon page 41

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Partitioning the OS for the database

Use the following guidelines when partitioning the OS for the database host:

● Customers who use a shared enterprise database should not do any special partitioning

for the OS. Use these partitioning suggestions only for systems that use a dedicated Linux-based database host.

● Follow any recommendations that you get from the Implementation Planning Tool outputs

on RAID configurations for the database.

● Use outputs from the Implementation Planning Tool to provide the proper amount of space

for tablespaces.

● Set Shared Memory (SHMMAX, SHMMNI, SHMALL, and so on).

● Protecting /tmp from the rest of the hard disk by placing it on a separate partition can

ensure that the applications that need to write temporary files in /tmp are capable of

completing their processing even if the disk fills up.

● FTP and HTTP servers use the /var partition. Denial of service attacks tend to corrupt or

fill disk space. If the partition fell under root (/), then the attack is capable of taking down

the entire host.

● Review Oracle's sizing recommendations for Linux.

● Refer to the Oracle Technology Network for more recommendations on disk partitioning.

Creating database connections

When you set up your database, you must set up a number of database connections. Administer the number of database connections based on outputs from the Implementation Planning Tool. The values from the Implementation Planning Tool are a starting point and you must monitor your system to ensure that you have enough database connections for your deployment.

Configuring Oracle parameters to improve Avaya IQ

performance

To prepare the Oracle database so that it operates most efficiently with Avaya IQ, there are some parameters you must set when installing the Oracle database host software.

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Administering these initialization parameters with the sizes shown in the following table will improve database performance during materialized view refreshes.

You should also administer the redo logs as 20 groups with a size of 200 MB each.

Administering the redo logs with this setup will help improve the wait time during log file switch operations. Otherwise, the transaction load will cause excessive wait times and may cause incomplete messages to be written to the log files.

Setting up character sets

When configuring the database instance, most default settings will be adequate. One exception is when you are configuring the character sets. You must enable the following options:

● The Database Character Set must be set to Unicode AL32UTF8.

● The National Character Set must be set to UTF8, UTF16, AL32UTF8, or AL16UTF16.

These character sets are required for the reporting interface.

Creating tablespaces

You must create a fixed number of tablespaces on your database to store administration and

reporting data that is associated with the system and the database users you create in Creating

database users and applying permissionson page 39. The recommended size of the

tablespaces are provided by the Implementation Report for Customer from the Implementation Planning Tool. These values are based on your contact center traffic and sizing, which are inputs to the Implementation Planning Tool. The sizes from the Implementation Planning Tool are a starting point and you must monitor your system to ensure that the tablespaces have enough space for day to day operation.

Initialization parameter Size

pga_aggregate_target 1258291 KB

sga_max_size 1536 MB

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The following table shows the tablespaces used with dimensional historical data, fact historical data, and real-time data. These tablespaces are linked to the Avaya IQ software during the configuration phase of implementation. Use the names in this table when you create the tablespaces.

The following table shows the tablespaces associated with some of the database users created in Creating database users and applying permissionson page 39. After you have created the

tablespaces and database users, use the scripts in Appendix B: Sample database scriptson

page 75 as a guideline when you build scripts to associate the users with the correct tablespaces. Use the names in this table when you create the tablespaces.

Purpose Name

One tablespace to store the historical report

dimension data RPT_DIM_TBL

Ten tablespaces to store the historical report fact

data RPT_HIST01_TBL RPT_HIST02_TBL RPT_HIST03_TBL RPT_HIST04_TBL RPT_HIST05_TBL RPT_HIST06_TBL RPT_HIST07_TBL RPT_HIST08_TBL RPT_HIST09_TBL RPT_HIST10_TBL

One tablespace to store the real-time report data RPT_RT_TBL

Purpose Name

One tablespace to store data related to the

default application user RPT_APPLICATION_TBL

One tablespace to store the system data store

data RPT_SDS_TBL

One tablespace to store the reporting tool data RPT_CONTENT_TBL

One tablespace to store the reporting user

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Use the autoextend option to allow the tables to grow by an amount acceptable within your available space guidelines. If you do not receive any recommended tablespace sizes, create all of these tablespaces and give them a starting size of 4 GB each. Record your tablespace sizes in Database host worksheetson page 59.

Creating database users and applying permissions

You must create several users and give those users specific permissions so that the application software can access the different data stores. Use the names in the following table when you create the database users. These users are associated with the tablespaces created in

Creating tablespaceson page 37. After you have created the tablespaces and database users,

use the scripts in Appendix B: Sample database scriptson page 75 as a guideline to associate

the users with the correct tablespaces. Record your user names in the Database host

worksheetson page 59. CAUTION:

!

CAUTION: Database user names must not exceed 27 characters. Avaya IQ appends three

characters to the user name and Oracle has a 30 character limit for user names. Use the names shown in this table to stay within the character limit. Once you have assigned user names and passwords on the database, you cannot change those user names and passwords during operation of Avaya IQ Release 4.0.

Purpose User name

Historical Data Store owner RPT_HIST_OWNER_USR

Historical Data Store user with read-write permission1

1. These users are optional depending on your security needs. You may use the Historical Data Store owner user (RPT_HIST_OWNER_USR) for this function or you may create the individual read-write or read-only users.

RPT_HIST_RW_USR

Historical Data Store user with read-only permission1 RPT_HIST_RO_USR

Real-time Data Store user RPT_RT_USR

System Data Store user RPT_SDS_USR

Content Data Store user RPT_CONTENT_USR

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For security purposes, Avaya requires that you assign different user names for access to the different data stores. For example, the Historical Data Store and the System Data Store database users should not use the same database user name. Another reason to assign different users is when you assign permissions to the different database users, you would not want to assign read-write permissions to a user that requires only read permission.

Assign permissions to the data store users as shown in the following table: Permissions Historical Data Store Real-time

Data Store User System Data Store User Content Data Store User Reporting UI Data Store User Base User Read-Write User Read-Only User CREATE

SESSION Yes Yes Yes Yes Yes Yes Yes

CREATE TABLE Yes No No Yes Yes Yes Yes

CREATE VIEW Yes No No Yes Yes Yes Yes

CREATE

PROCEDURE Yes No No Yes Yes Yes Yes

CREATE

TRIGGER Yes No No Yes Yes Yes Yes

CREATE

SEQUENCE Yes No No Yes Yes Yes Yes

CREATE ROLE Yes No No Yes No Yes Yes

UNLIMITED TABLESPACE TO <each application tablespace>

Yes Yes No Yes Yes Yes Yes

QUERY REWRITE Yes No No Yes No No No

CREATE

MATERIALIZED VIEW

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Installing the database client software

You must install the Oracle database client software on the application hosts in your deployment that will be administered with the following host functions:

● All Functions on a Dual Host deployment

● Administration on a Multiple Host deployment

● Reporting on a Multiple Host deployment

You can identify which application hosts correspond to these functions on the Implementation Report for Customer from the Implementation Planning Tool.

When you install the Oracle client software on the Avaya IQ hosts, make sure that you have installed all supporting packages required for by the OS to support the Oracle client software. All software requirements for Oracle can be found in Oracle documentation.

Use the instructions found in Oracle Database Client Installation Guide when installing the

Oracle client database software on the application hosts. When installing the client software, you can use either of the following installation types:

● Administrator

● Runtime

Creating a Net Service Name

To support communications between Avaya IQ reporting software and the database host, you must create a Net Service Name on the application hosts where you have installed the Oracle database client software. This includes the following application hosts in your deployment:

● All Functions (Dual Host deployment)

● Reporting (Multiple Host deployment)

To create a Net Service Name, you must edit the Oracle tnsnames.ora file on the application

hosts. This file is typically found at $ORACLE_HOME/network/admin/tnsnames.ora. You

must add an entry for the Net Service Name. The entry you add depends on whether you are using a single database instance or a RAC database instance. You can create any value as the Net Service Name.

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The following is an example of the information you would add to the application host when using a single database instance:

In this example:

<Net_Service_Name> is the Net Service Name that you have chosen ● <DB_host> is the name of the single database host

<service_name> is the database service name

The following is an example of the information you would add to the application host when using a RAC database instance:

In this example:

<Net_Service_Name> is the Net Service Name that you have chosen ● <DB_hostN> are the names of each database host in the RAC configuration ● <service_name> is the database service name

<Net_Service_Name> = (DESCRIPTION =

(ADDRESS = (PROTOCOL = TCP)(HOST = <DB_host>)(PORT = 1521)) (CONNECT_DATA = (SERVER = DEDICATED) (SERVICE_NAME = <service_name>) ) ) <Net_Service_Name> = (DESCRIPTION =

(ADDRESS = (PROTOCOL = TCP)(HOST = <DB_hostN>)(PORT = 1521)) (ADDRESS = (PROTOCOL = TCP)(HOST = <DB_hostN>)(PORT = 1521)) (ADDRESS = (PROTOCOL = TCP)(HOST = <DB_hostN>)(PORT = 1521)) (LOAD_BALANCE = yes) (CONNECT_DATA = (SERVER = DEDICATED) (SERVICE_NAME = <service_name>) (FAILOVER_MODE = yes) (TYPE = SELECT) (METHOD = BASIC) (RETRIES = 180) (DELAY = 5) ) ) )

Figure

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