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Avaya IQPreparing for Implementation

Release 4.2January 2009

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Avaya IQ Preparing for Implementation January 2009 3

Offers and how they affect planning . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Software-only offers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Turnkey offers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Implementation planning prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . 9Customer responsibilities checklist . . . . . . . . . . . . . . . . . . . . . . . . . 10

Software-only customer responsibility checklist . . . . . . . . . . . . . . . . 10Turnkey customer responsibility checklist . . . . . . . . . . . . . . . . . . . 11

Implementation Planning Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Installing the OS and database software . . . . . . . . . . . . . . . . . . . . . . . 13Collecting setup data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Start of week day. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Services remote access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15User and group IDs created during installation . . . . . . . . . . . . . . . . . . . 16Network requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Integrating with Active Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Planning for CMS and OA data migration . . . . . . . . . . . . . . . . . . . . . . 18Network management and alarm monitoring . . . . . . . . . . . . . . . . . . . . 18Language support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Application host software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Database host software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Web browser software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Communication Manager software . . . . . . . . . . . . . . . . . . . . . . . . . . 25Proactive Contact software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Call Management System software. . . . . . . . . . . . . . . . . . . . . . . . . . 27Enterprise directory software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Security certificates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Firewall port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Considerations for Proactive Contact ports . . . . . . . . . . . . . . . . . 31Permissive use policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Setting up the operating system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33General operating system setup requirements . . . . . . . . . . . . . . . . . . . 33

Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Event logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

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4 Avaya IQ Preparing for Implementation January 2009

Digital certificates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Firewall port setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Time synchronization and time zone setup . . . . . . . . . . . . . . . . . . . 35OS and database compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . 35User ID requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Installing the database client software . . . . . . . . . . . . . . . . . . . . . . 36

Specific operating system requirements used during installation . . . . . . . . . 37

Setting up database software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Partitioning the OS for the database . . . . . . . . . . . . . . . . . . . . . . . . . 44Creating database connections. . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Configuring Oracle parameters to improve Avaya IQ performance . . . . . . . . 45Setting up character sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Creating tablespaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Creating database users and applying permissions . . . . . . . . . . . . . . . . 48Installing the database client software . . . . . . . . . . . . . . . . . . . . . . . . 50Creating a Net Service Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Setting up data sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Setting up Communication Manager software. . . . . . . . . . . . . . . . . . . . 53Setting up Proactive Contact software . . . . . . . . . . . . . . . . . . . . . . . . 54

Using the Configuration Audit Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Running the Configuration Audit Tool . . . . . . . . . . . . . . . . . . . . . . . . 55

Installing the Configuration Audit Tool . . . . . . . . . . . . . . . . . . . . . 56Uninstalling the Configuration Audit Tool . . . . . . . . . . . . . . . . . . . . 57Test descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Information required to run database tests . . . . . . . . . . . . . . . . . . . 60Test result files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Running an installation audit . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Verifying application host configurations . . . . . . . . . . . . . . . . . . . . 62Running a database audit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Running a DBA audit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Running individual tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Running tests using an input file . . . . . . . . . . . . . . . . . . . . . . . . . 65

Appendix A: Third-party software . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Distributed third-party software . . . . . . . . . . . . . . . . . . . . . . . 67Third-party jars and libraries . . . . . . . . . . . . . . . . . . . . . . . . . 69Additional third-party software distributed for turnkey systems . . . . . . 73

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Appendix B: Customer information worksheets . . . . . . . . . . . . . . . . . . . . 75Database host worksheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Basic database host information . . . . . . . . . . . . . . . . . . . . . . . 77Data store information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Tablespace information . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Application host worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83Turnkey worksheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Firewall port conflicts worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Communication Manager worksheet . . . . . . . . . . . . . . . . . . . . . . . . . 89Proactive Contact worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91Active Directory worksheet for LDAP integration . . . . . . . . . . . . . . . . . . 93

Appendix C: Sample database scripts . . . . . . . . . . . . . . . . . . . . . . . . . . 95Sample database scripts for creating tablespaces . . . . . . . . . . . . . . . . . 95Sample scripts for creating users and tablespace associations . . . . . . . . . . 97

Appendix D: Communication Manager link administration. . . . . . . . . . . . . . . 99Administering a link between Communication Manager and Avaya IQ . . . . . . 99

Administering data collection options . . . . . . . . . . . . . . . . . . . . . . 100Administering UCID options . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

UCID feature options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101UCID trunk options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Administering ANI trunk options . . . . . . . . . . . . . . . . . . . . . . . . . 101Administering the Avaya IQ and Communication Manager release options . 102

Verifying the Communication Manager release . . . . . . . . . . . . . . . 103Verifying the customer options . . . . . . . . . . . . . . . . . . . . . . . . 103Setting the reporting adjunct release. . . . . . . . . . . . . . . . . . . . . 104

Administering a C-LAN connection . . . . . . . . . . . . . . . . . . . . . . . 104Adding node names and IP addresses . . . . . . . . . . . . . . . . . . . . 105Listing IP interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Adding a C-LAN IP interface . . . . . . . . . . . . . . . . . . . . . . . . . 105Adding an ethernet data module . . . . . . . . . . . . . . . . . . . . . . . 107Adding the processor interface channels . . . . . . . . . . . . . . . . . . 107Adding IP routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108Enabling the processor interface channel . . . . . . . . . . . . . . . . . . 109Saving translations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Administering a processor ethernet port connection . . . . . . . . . . . . . . 109Verifying the Processor Ethernet port . . . . . . . . . . . . . . . . . . . . 109Displaying the processor ethernet port . . . . . . . . . . . . . . . . . . . 110Adding node names and IP addresses . . . . . . . . . . . . . . . . . . . . 110

Contents


Adding the processor interface channels . . . . . . . . . . . . . . . . . . 110Enabling the processor interface channel . . . . . . . . . . . . . . . . . . 111Saving translations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Appendix E: Proactive Contact link administration . . . . . . . . . . . . . . . . . . . 113Administering the Proactive Contact link for non-encrypted mode . . . . . . . . 113Administering the Proactive Contact link for encrypted mode . . . . . . . . . . . 115Changing from non-encrypted to encrypted mode . . . . . . . . . . . . . . . . . 116

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119


Offers and how they affect planning

The Avaya IQ product is sold two ways: as a software-only offer and as a turnkey offer. This section describes the level of planning you must do for each of the offers.

● Software-only offers on page 7

● Turnkey offers on page 8

Software-only offersAll of the information written in this topic, Avaya IQ Preparing for Implementation, applies to software-only offers. You must read and understand all of the following prerequisites and requirements:

● Implementation planning prerequisites on page 9

● Software requirements on page 21

● Setting up the operating system on page 33

● Setting up database software on page 43

● Setting up data sources on page 53

● Using the Configuration Audit Tool on page 55

● Appendix A: Third-party software on page 67

● Appendix B: Customer information worksheets on page 75

● Appendix C: Sample database scripts on page 95

● Appendix D: Communication Manager link administration on page 99

● Appendix E: Proactive Contact link administration on page 113

Offers and how they affect planning


Turnkey offersBecause a turnkey offer requires limited customer interaction during the initial implementation, there are a limited number of topics that you must consider and understand before your system is installed. You must read and understand all of the following prerequisites and requirements:

● Collecting setup data on page 13 (IP addresses, host names, and data source information)

● Start of week day on page 14

● Services remote access on page 14

● User and group IDs created during installation on page 16

● Network requirements on page 17

● Integrating with Active Directory on page 18

● Planning for CMS and OA data migration on page 18

● Network management and alarm monitoring on page 18

● Language support on page 19

● Web browser software on page 24

● Communication Manager software on page 25

● Proactive Contact software on page 26

● Call Management System software on page 27

● Enterprise directory software on page 27

● Setting up data sources on page 53

● Appendix A: Third-party software on page 67

● Appendix B: Customer information worksheets on page 75, specifically the following worksheets:

- Turnkey worksheets on page 85- Communication Manager worksheet on page 89- Proactive Contact worksheet on page 91- Active Directory worksheet for LDAP integration on page 93

● Appendix D: Communication Manager link administration on page 99

● Appendix E: Proactive Contact link administration on page 113


Implementation planning prerequisites

Before Avaya or a BusinessPartner installs Avaya IQ, you must take into account several topics around the planning and preparation of your application hosts and database host. The information in this section outlines the procedures you must do when preparing systems for the installation of Avaya IQ.

This section includes the following topics:

● Customer responsibilities checklist on page 10

● Implementation Planning Tool on page 12

● Installing the OS and database software on page 13

● Collecting setup data on page 13

● Start of week day on page 14

● Services remote access on page 14

● Licensing on page 15

● User and group IDs created during installation on page 16

● Network requirements on page 17

● Integrating with Active Directory on page 18

● Planning for CMS and OA data migration on page 18

● Network management and alarm monitoring on page 18



Customer responsibilities checklistDepending on your offer, software-only or turnkey, you have certain responsibilities that must be done before Avaya or a BusinessPartner will begin an installation of the Avaya IQ system. This section contains two checklists:

● Software-only customer responsibility checklist on page 10

● Turnkey customer responsibility checklist on page 11

Software-only customer responsibility checklistUse the following checklist to help plan the activities you must do when preparing for an Avaya IQ installation:

Activity Completed?

Install the correct version of the Linux operating system (OS) on all computers where you will install the Avaya IQ application software. See Application host software on page 22 and Setting up the operating system on page 33.

Install the database client software on the appropriate Avaya IQ hosts. See Installing the database client software on page 50.

Install the database server software on the database host. See Database host software on page 23 and Setting up database software on page 43.

If your configuration includes a Communication Manager system, collect the information about your current setup. See Setting up Communication Manager software on page 53 and Communication Manager worksheet on page 89.

Schedule Avaya support to readminister your Communication Manager systems to work with Avaya IQ, if needed. See Setting up Communication Manager software on page 53 and Appendix D: Communication Manager link administration on page 99.

If your configuration includes a Proactive Contact system, collect the information about your current setup. See Setting up Proactive Contact software on page 54 and Proactive Contact worksheet on page 91.

If you are integrating your enterprise directory with Avaya IQ, collect the required information. See Active Directory worksheet for LDAP integration on page 93.

Customer responsibilities checklist


Turnkey customer responsibility checklist

Determine the start of week day for your deployment. This must be configured during installation and cannot be changed after installation. See Start of week day on page 14.

After you have installed the OS on the application hosts and the database software on the database host, you must run the Configuration Audit Tool to test your hosts to make sure you have the OS set up properly and that you can communicate between application hosts and the database host. See Using the Configuration Audit Tool on page 55 for more information.

Decide if you want the Avaya remote access software installed on your application hosts. See Services remote access on page 14.

If you are using a Network Management System (NMS), collect the information about your setup. See Network management and alarm monitoring on page 18.

Determine whether you have special firewall port requirements. See Firewall port usage on page 28.

Activity Completed?

Activity Completed?

Prepare your equipment room for the turnkey hardware. The turnkey hardware consists of one host for the Avaya IQ software and one host for the database software. Power cords must be provided locally based on local electrical requirements.

The turnkey hosts do not come with a monitor, keyboard, or mouse. You must either provide a dedicated monitor, USB keyboard, and USB mouse for each of the turnkey hosts, or you can use a shared resource, such as a KVM switch. You cannot use a PS2 keyboard or a PS2 mouse with USB adapters because the adapters do not work with the turnkey hardware.

Regular backups of your software and data are critical in case your system must be restored after a system failure. The turnkey offer provides some basic scripts that will back up your data on a regular basis, but you must provide a backup resource, such as another server or storage array where the data can be backed up. See Data backups and database maintenance for a turnkey deployment on page 157 in Avaya IQ Administration for more information. Consult with Avaya provisioning for assistance with setting up the backups.



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

● An All Functions with Remote Data Collection deployment, with Avaya IQ software on one host, your database on a separate host, and one or more optional remote Data Collection hosts

● A Multiple Host deployment, with Avaya IQ spread across three or more hosts and your database on a separate host

● A Multiple Host deployment, with Avaya IQ spread across three or more hosts, your database on a separate host, and one or more remote Data Collection hosts

Collect the host name and IP address to be used for the turnkey deployment. Collect this information on the Database host worksheets on page 77 and the Application host worksheet on page 83.

If your configuration includes a Communication Manager system, collect the information about your current setup. See Setting up Communication Manager software on page 53 and Communication Manager worksheet on page 89.

Schedule Avaya support to readminister your Communication Manager systems to work with Avaya IQ, if needed. See Setting up Communication Manager software on page 53 and Appendix D: Communication Manager link administration on page 99.

If your configuration includes a Proactive Contact system, collect the information about your current setup. See Setting up Proactive Contact software on page 54 and Proactive Contact worksheet on page 91.

If you are integrating your enterprise directory with Avaya IQ, collect the required information. See Active Directory worksheet for LDAP integration on page 93.

Determine the start of week day for your deployment. This must be configured during installation and cannot be changed after installation. See Start of week day on page 14.

If you are using a Network Management System (NMS), collect the information about your setup. See Network management and alarm monitoring on page 18.

Activity Completed?

Installing the OS and database software


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.

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

● Software requirements on page 21

● Setting up the operating system on page 33

● Setting up database software on page 43

After you install the OS on the application hosts, you must test the installation to verify that it is ready to install Avaya IQ software. These tests are described in Using the Configuration Audit Tool on page 55.

Collecting setup dataAs 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 B: Customer information worksheets on page 75.



Start of week dayFor reporting purposes, most contact centers designate one day of the week as their start of week day. As part of your preparation for installation, you must decide which day of week will be your start of week day. This day is used during installation of Avaya IQ and cannot be changed once it has been administered. Once you have decided on your start of week day, communicate that information to the Avaya or BusinessPartner provisioning team using the Application host worksheet on page 83.

Services remote accessAvaya 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. If support is provided by an Avaya Business Partner, they may provide additional instructions for remote access.

You may also choose to not allow Avaya to access your system after initial installation and administration. If you do not want Avaya to access your system, tell the provisioning team that you do not want the Access Security Gateway (ASG) software installed on the application hosts.

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 have an intermediary personal computer running Windows 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, administer, or maintain the hosts.

Licensing


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

6. The Web conferencing session is ended.

To make this connection method successful, the customer must control the session from an on-site secure shell session that is reliable and not likely to disconnect. If sessions disconnect in the middle of a process, an installation or upgrade could become irrevocably broken. To help ensure a reliable connection, Avaya recommends that the customer use one or more of the following tools depending on the process being implemented at the time:

● A remote access program such as VNC or Remote Desktop. These programs are used when you are running a graphical interface on the Avaya IQ hosts. When using these programs, remote sessions that drop a connection should be able to reconnect gracefully. Any programs that were running remotely will remain undisturbed where you left them.

● An approved X-Windows package such as Cygwin or Hummingbird Exceed. (Xlite-Pro is not an approved package.) This program is used when you are running a graphical interface on a PC connecting to the Avaya IQ host.

● An approved secure shell command line terminal package, such as PuTTY. This program is used when you are running command line scripts on the Linux hosts.

LicensingLicensing ensures that customers are permitted to use only the product functionality for which they have purchased and are licensed. License files for Avaya IQ are generated and acquired using the Avaya Remote Feature Activation (RFA) process. For software-only deployments, the license file is installed using the Web License Manager (WebLM) tool. For turnkey deployments, the license file is installed automatically when running the turnkey installation program.

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

● Customer contact information

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

● genericldap1 - used for internal LDAP processing

● genericldap2 - used for internal LDAP processing

● rasaccess - OS user ID used by Avaya services personnel for remote access

● 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 - a non-root level user that is used to assign ownership during an Avaya IQ software-only installation; the provisioning personnel and customer decide on the user ID that will be created for this purpose

● avayaiq - a non-root level user that is used to assign ownership during an Avaya IQ turnkey installation; all turnkey installations will use this same user ID

Most of these user IDs are created with default passwords. All of these default passwords should be changed before Avaya or your BusinessPartner leaves the site after installation. Any login IDs that are not being used should be removed from the system.

The following group IDs are created during installation:

● avcertmgmtgrp

● remote

● susers

● tomcat5

Network requirements


● installation user ID

Network requirementsAll Avaya IQ hosts used in the deployment at a single site must be connected to a TCP/IP local area network (LAN) at a minimum of 100 Mbps, operating at full duplex. This requirement applies to all application hosts and the database host. Avaya recommends that you do not use auto-negotiate for speed or duplex settings.

Avaya recommends that all application hosts at a site be on the same subnet. The one exception to this recommendation is the Data Collection host, which is often on the same subnet as the Communication Manager system from which it is collecting call events. In this configuration, the Data Collection host can be connected via a WAN environment. Avaya recommends that you put the database host on the same subnet as the application hosts, but it can be on a different subnet.

Avaya IQ hosts connected between remote sites must use a wide area network (WAN). The WAN must have a minimum bandwidth of 4 Mbps. Requirements for this bandwidth and any other issues around latency are provided as a report from the Implementation Planning Tool.

Dynamic Host Configuration Protocol (DHCP) is not supported for application hosts. Hosts must be configured with static IP addresses or use reserved IP addresses from a DHCP server. You must make sure that the hosts files (for example, /etc/hosts) are set up properly or performance and functionality will suffer.

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. This can affect both administration users and report users when attempting to access the interfaces from a remote location.

Network Address Translation (NAT) 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.

For Avaya IQ, NAT can only work when all application hosts are on the same subnet (for example, 198.168.1.X where X is 1-254) and the same subnet mask. If the IP address is another NAT address subnet, the internal processing of the Avaya IQ synchronization will not register properly when the application host is administered. Avaya IQ also relies heavily on the router�s routing tables for WAN connections. This routing problem may cause issues when using Data Collection, Data Processing, or Reporting hosts across a WAN.



Another issue is when using a dual Network Interface Card (NIC) in a NAT configuration. Avaya IQ requires that the primary NAT address (internal to your network site) to be on NIC 0 and the public address subnet (access to an outside WAN) be on NIC 1.

Different sites can be separated by firewalls. For more information about ports for firewall configuration, see Firewall port usage on page 28.

Integrating with Active DirectoryAvaya IQ can work with Windows Active Directory on Windows 2000 Server and Windows 2003 Server to integrate enterprise users with the Avaya IQ user management system. This allows you to add administrative and reporting users automatically from your enterprise directory without using separate authentication from Avaya IQ. Avaya provisioning can integrate your enterprise directory during initial implementation, or you can do the integration using the procedures provided in Integrating with Active Directory on page 107. Coordinate this work with the provisioning teams. Use the Active Directory worksheet for LDAP integration on page 93 to collect Active Directory options.

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

For more information about data migration, see Data Migration to Avaya IQ.

Network management and alarm monitoringA business can use third party Network Management System (NMS) software to monitor the condition of an Avaya IQ deployment. The Simple Network Management Protocol (SNMP) feature of Avaya IQ can provide alarm information to the NMS. Instructions for setting up alarming to an NMS are described in Avaya IQ Administration.

Language support


Language supportThe administration interface of Avaya IQ supports several languages. To support these languages, the administration interface uses language settings from two sources:

● The browser language preference setting.

● The base language enabled for the operating system.

Most of the administration interface gets its language setting from the browser language preference. Those areas of the administration interface that get its language settings from the base language of the OS include the following items under the Enterprise tab:

● The Sites and Resources folders will display the language based on the browser language preference.

● When you expand the Resources folder, the language support depends on the folders you display, such as:

- The All Resources, Application Operations, Roles, and User Management folders display the language of the base language of the OS.

- The Reporting group folders display only in English, regardless of the browser or OS setting.

- The administered reporting group folders display the language based on the OS setting.

● Within the Resources folder, portions of the dialogs will display based on the browser language and portions will display based on the OS setting.

Because different areas of the administration interface get their language settings from different sources, you might have users seeing multiple languages displayed on the same dialog. This is a condition about which you must inform your administration users.


Software requirements

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

● Application host software on page 22

● Database host software on page 23

● Web browser software on page 24

● Communication Manager software on page 25

● Proactive Contact software on page 26

● Call Management System software on page 27

● Enterprise directory software on page 27

● Security certificates on page 27

● Firewall port usage on page 28

● Permissive use policy on page 32

! Important:Important: The Avaya IQ Product Version Interoperability document lists the latest software

versions required by Avaya IQ and takes precedence over any software versions shown in this section. Verify all software version requirements in the interoperability document before purchasing and installing any software. You can find the interoperability document under the product documentation area for Avaya IQ on the Avaya support Web site:

http://support.avaya.com/




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, 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 client software

The Oracle software on the application host is used to make connections to the database host. Install only the client software. See Installing the database client software on page 50 for more information.

● 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.One exception to this rule is that a remote Data Collection host can use the same NTP source as its associated Communication Manager and Proactive Contact systems.

See Setting up the operating system on page 33 for more details about installing and setting up the Red Hat Linux OS.


Database host software


Database host software




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

● Oracle 10G R2 software, Standard Edition or Enterprise Edition, depending on database size

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

● Users and tablespaces must be administered on the database. See Setting up database software on page 43 for more information.

● Network Time Protocol (NTP) time synchronization client software is recommended, but not required, on the database host.

It is the customer's responsibility to work with Oracle or the vendor they are purchasing the Oracle software and licenses from to obtain the correct quantity and recommendation of type of licenses.

The Oracle Web site www.oracle.com should be referenced to determine number and type of Oracle licenses required for the Avaya IQ database server. Two documents to search for and review are:

● Discounting Practices on Promotions for the Database Licensing document

● Oracle Software Investment Guide provides the Oracle pricing and licensing guidelines.

Avaya IQ has the following requirement for Oracle licenses:

● One Oracle Named User Plus license is required for each individual person in the organization who is authorized to login to Avaya IQ or access the Avaya IQ database.

● One Oracle Named User Plus license is required for each device accessing data from the Avaya IQ database using Data Export. This includes each individual wallboard, and probably includes each instance of a workforce management application, each Cisco ICM instance, and so on.

Avaya IQ uses the following Oracle licensing options:

www.oracle.com




Per User option : One Named User Plus license is required for each individual person in the organization who is authorized to login to Avaya IQ or access the Avaya IQ database.

One Oracle Named User Plus license is required for each device accessing data from the Avaya IQ database using Data Export.

The individual users and devices can include, but is not limited to, the following examples:

● Contact Center Supervisors (administered in Avaya IQ, not the number of Report User licenses)

● Database Administrators

● Contact Center Analysts

● Data Analysts

● Contact Center Management

● Wallboard application using Data Export

● Workforce Management (WFM) application using Data Export

Database pooling or multiplexing does not reduce the need to license each individual user. There appears to be no provision to distinguish between users in different shifts, so all individual users must be licensed even if they are not all accessing the database simultaneously.

Per Processor option: One Oracle processor license is required per processor. Determination of the number of processors licenses required is determined by Oracle as it may differ based on type of processor, the number of cores, chip type and server manufacturer.

For customers that will be utilizing an existing Oracle database that is licensed with Oracle Enterprise Edition, additional Oracle licensing is not required for Avaya IQ.

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 Internet Explorer 6.0 SP2


Communication Manager software


● Microsoft Internet Explorer 7.0

● Firefox 2.0

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

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

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

● Printer installed with proper drivers for printing reports

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.x, and 5.x

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. One exception to this rule is that a remote Data Collection host can use the same NTP source as its associated Communication Manager systems.




● Dedicated processor ethernet or C-LAN connection for the Avaya IQ link

The C-LAN circuit pack must be TN799D, Version 1, Firmware 11 or 12, or later.

● Proper administration of contact center data collection features as described in Appendix D: Communication Manager link administration on page 99.

Proactive Contact software




This section describes software requirements for Proactive Contact systems:

● Proactive Contact software releases 3.0 and 4.0

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

● The Proactive Contact system must already be configured to work with a Communication Manager system.

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

● There is 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 must be installed and operating on the Proactive Contact system.

All application hosts must be synchronized using the same NTP source as all Proactive Contact systems in the deployment. One exception to this rule is that a remote Data Collection host can use the same NTP source as its associated Proactive Contact system.


Call Management System software


● Depending on the Avaya IQ release and the Proactive Contact release, you must administer the link between the systems in either non-encrypted or encrypted mode. These procedures are documented in Appendix E: Proactive Contact link administration on page 113.

Call Management System softwareIn many deployments, you will continue to use your existing Call Management System (CMS) with Avaya IQ. The CMS versions that are compatible with Avaya IQ include CMS R13.1 and CMS R14.x.

Enterprise directory softwareAvaya IQ can work with Windows Active Directory on Windows 2000 Server and Windows 2003 Server to integrate enterprise users with the Avaya IQ user management system. This allows you to add administrative and reporting users automatically from your enterprise directory without using separate authentication from Avaya IQ. Avaya provisioning can integrate your enterprise directory during initial implementation, or you can do the integration yourself using the procedures provided in Integrating with Active Directory on page 107 in Avaya IQ Administration.

Security certificatesWhen 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 usageThis section lists all default firewall ports required by Avaya IQ. Give this list of ports to your system administrator to determine if any of the ports being used are not available in your network. In some cases, the default port numbers may conflict with your network. This may be caused by conflicts with other applications you are running, firewall rules, corporate network standards, or other reasons. Document any conflicts in Firewall port conflicts worksheet on page 87.

When using a Proactive Contact system, see the additional information in Considerations for Proactive Contact ports on page 31

The following definitions describe the headings used in the table.

Source Initiator: The device or application initiating a data flow.

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

Destination Receiver: The device or application receiving a data flow from a source.

Destination Port: The default port(s) used at the machine or application responding to an initiator.

Source Destination

Initiator Ports Receiver Port

SSH Client Dynamic, intranet SSH Server (each host) 22

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

25

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

Firewall port usage


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

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 Varies (need to open all ports going to PC)

Proactive Contact Varies

PC Adaptor (Data Processing host)

31004 Proactive Contact 23120





Source Destination








Adaptor (Data Processing host)


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

OAM Certificate Management

Dynamic, Intranet Tomcat (Admin or All Functions host)

28444

Event Mgmt Forwarder (Data Processing host)

50025 Historical Fact Recorder (Admin or All Functions host)

31001

Event Mgmt Forwarder (Data Collection host)

JBoss Instances 31002-31049

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

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

50001

PCS Adapter(Data Processing host)

50027 Historical Event Processor(Data Processing host)

50025

Source Destination


Firewall port usage


Considerations for Proactive Contact ports

The ports used to collect events from a Proactive Contact system are assigned at random. This makes it difficult for a customer collecting data from a Proactive Contact system to have a firewall. You can administer a rule in the iptables file to allow the use of a firewall on the Avaya IQ system when collecting data from a Proactive Contact system.

To administer the Proactive Contact ports:

1. Enter:

vi /etc/sysconfig/iptables

2. Search for the following lines:

3. Delete these lines.

4. Just before the final line of the file, the REJECT line, enter the following lines:

IP_Address is the address of the Proactive Contact system.

5. Save and close the file.

6. Make the new rule effective in your firewall by entering the following command:

service iptables restart

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


# PCS Adapter (Data Collection host)-A RH-Firewall-1-INPUT -m state --state NEW -m tcp -p tcp --dport 50027 -j ACCEPT

# PCS Adapter (Data Collection host)-A RH-Firewall-1-INPUT -s IP_Address/255.255.255.255 -p tcp -j ACCEPT



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


Setting up the operating system

This section contains requirements for installing and setting up the operating system (OS) in preparation for Avaya or a BusinessPartner to install Avaya IQ. Step-by-step procedures are not given because the procedures vary from one version of the OS to another.


● General operating system setup requirements on page 33

● Specific operating system requirements used during installation on page 37




General operating system setup requirementsThis section provides what facets of the OS must be set up to be compatible with Avaya IQ. These requirements do not go into any details on how to set the OS options. These requirements only note that certain options must be set. Some of those options will include, but are not limited to, the following items:

● Security on page 34

● Event logging on page 34

● Digital certificates on page 35

● Firewall port setup on page 35

● Time synchronization and time zone setup on page 35

● OS and database compatibility on page 35

● User ID requirements on page 36

● Installing the database client software on page 36




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

● Install the minimum OS configuration allowed that supports Avaya IQ

● Install firewalls to protect your network connections.

● 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 these and other resources that are available on the World Wide Web:

● http://www.cisecurity.org/

The Center for Internet Security.

● http://www.redhat.com

Security information for the Red Hat Linux OS.

● http://support.avaya.com/security

The Avaya site for security policies and advisories.

Event loggingConfigure 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.

http://support.avaya.com/security

http://www.cisecurity.org/

http://www.redhat.com

General operating system setup requirements


Digital certificatesA Certificate Authority (CA) is an entity that provides trusted, signed digital certificates. Avaya IQ uses self-signed certificates and certificates signed by the Avaya CA to support secure communications and secure data storage. 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 other trusted CAs.

Firewall port setupDuring installation and operation, specific TCP ports are used by Avaya IQ and must be made available. Use the information provided in Firewall port usage on page 28 to properly configure external firewalls and Linux-based iptables.

Time synchronization and time zone setupAll 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. One exception to this rule is that a remote Data Collection host can use the same NTP source as its associated Communication Manager systems.

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 compatibilityAll application hosts in the deployment must use the same OS version as described in Software requirements on page 21. The database host can use any OS that supports the proper version of the database software, also documented in Software requirements on page 21. 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 requirementsAdhere 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 identical user IDs because they will conflict with the Avaya user IDs. See User and group IDs created during installation on page 16 for more information about user IDs created during installation.

● During installation of Avaya IQ, an OS user ID is automatically created and is associated with the Avaya IQ files installed on application hosts. 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 you should not select a user ID that you also want to use as an active login ID.

Installing the database client softwareYou 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 an All Functions with Remote Data Collection 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

Specific operating system requirements used during installation



This section describes specific requirements you will use during the OS installation on every 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/

! 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 your version of Red Hat Linux. See the following Web site:

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

● Obtain IP addresses for every host where you will install the OS.

● 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:

free

cat /proc/meminfo

● Determine what possible base languages you may want to use. Avaya IQ supports the following languages: Simplified Chinese, English - U.S., French, German, Japanese, Korean, Brazilian Portuguese. You must install language packs for any languages you want to use.

During installation of the operating system, use the following information to complete the installation:

Language Selection: Select the language you want to use for the installation. This is not the same as the locale being used during run time.

http://www.redhat.com/docs/manuals/enterprise/

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



Partitioning: Select manual partitioning. 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.

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.

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 2049 MB or larger, set the swap size

equal to 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

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

ext3 8192 MB

/boot ext3 512 MB

/home ext3 2048 MB

/opt1 ext3 20480 MB plus any remaining space

/tmp1 ext3 5120 MB

/u011 ext3 5120 MB

/usr ext3 10240 MB

/var1 ext3 20480 MB



● 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.

Network Configuration: The installation program automatically detects any network devices (ethernet ports) you have and displays them in the Network Devices list. The only network device you should activate is eth0. When editing the eth0 network device, select Activate on boot and enter the IP Address and Netmask for the host.

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.

Firewall Configuration: 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.

Additional Language Support: 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 4.2, the supported languages are Simplified Chinese, English, French, German, Japanese, Korean, and Brazilian Portuguese.

! Important:Important: Before Avaya IQ is installed, verify that the value of the LANG setting is what you

want as the default language. Use the echo $LANG command to determine your setting. If the LANG variable is not set, the default language will be English. The supported language variables are shown in the following table:

Language LANG variable

Simplified Chinese zh_CN.UTF-8

English US en_US.UTF-8



Root Password: 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.

Package Installation: Select Customize software packages to be installed. Select and install the following packages:

● X Window System

● GNOME Desktop Environment

● Graphical Internet

● Text-based Internet

● Server Configured Tools

● Web Server

● Administration Tools

Optionally, you can also install the following packages if you need any of these services:

● Editors - Allows users to create and edit files using tools such as emacs and vi.

● Windows File Server - Allows sharing of files between Linux and Microsoft Windows systems.

● Printing Support - Enables the system to print or act as a print server.

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.

French fr_FR.UTF-8

German de_DE.UTF-8

Japanese ja_JP.UTF-8

Korean ko_KR.UTF-8

Brazilian Portuguese pt_BR.UTF-8

Latin American Spanish es-CO.UTF-8

Language LANG variable



RPMs for Avaya IQ: Avaya IQ requires that you manually install several RPM packages on the application hosts. In addition to the RPMs listed here, you may need to install other RPMs after you run the Configuration Audit Tool tests (see Using the Configuration Audit Tool on page 55). Install the following RPM packages using the standard Linux RPM package installation commands:

● 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.

● gamin-0.1.7-4.EL4.i386.rpm

The standard Linux installation installs the 7-2 version of this RPM. Avaya IQ requires the 7-4 version.

! 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.

NTP: 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.


Setting up database software

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

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

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

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




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

● Partitioning the OS for the database on page 44

● Creating database connections on page 44

● Configuring Oracle parameters to improve Avaya IQ performance on page 45

● Setting up character sets on page 46

● Creating tablespaces on page 46

● Creating database users and applying permissions on page 48

For more information about configuring the database options described in this section, consult your database vendor documentation. See the Oracle Database Installation Guide and Oracle Database Administrator�s Guide on the Oracle documentation Web site at:

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

As you create these required options, tablespaces, and users on the database host, use the Database host worksheets on page 77 to collect this information for yourself and for the Avaya or BusinessPartner personnel who will install Avaya IQ.

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




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 C: Sample database scripts on page 95.

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

● Installing the database client software on page 50

● Creating a Net Service Name on page 51

Partitioning the OS for the databaseUse 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 connectionsWhen 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


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 can adjust when installing the Oracle database host software. Administering these initialization parameters with sizes similar to the ones shown in the following table may improve database performance during materialized view refreshes.

You may also want to administer the redo logs as 20 groups with a size of 200 MB each, or some similar distribution of the log files. Administering the redo logs with this setup may help improve the wait time during log file switch operations. Otherwise, the transaction load may cause excessive wait times and cause incomplete messages to be written to the log files.

Another performance-related parameter is CURSOR_SHARING. This parameter must be set to EXACT. This parameter is important for the performance of the reporting software.

When installing your database software, you must install the correct version of Oracle according to Oracle's recommended procedures, including any OS kernel parameters, such as those shown in the following list:

● kernel.shmall

● kernel.shmmax

● kernel.shmmni

● kernel.sem

● fs.file-max

● net.ipv4.ip_local_port_range

● net.core.rmem_default

● net.core.rmem_max

● net.core.wmem_default

● net.core.wmem_max

Initialization parameter Size

pga_aggregate_target 1258291 KB

sga_max_size 1536 MB

sga_target 1536 MB



These kernel parameters help control the readiness of the database host. If these kernel parameters are not set properly, installations and upgrades of Avaya IQ may not work at all. Follow the kernel parameter installation recommendations in the Oracle software preinstallation documents. All of these kernel settings are automatically verified by the Oracle installation and auditing tools.

Setting up character setsWhen 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 tablespacesYou must create a fixed number of tablespaces on your database to store administration and reporting data that is associated with the system and the database users you create in Creating database users and applying permissions on page 48. 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.

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

Purpose Name

One tablespace to store the historical report dimension data

HDIM01

Creating tablespaces


The following table shows the tablespaces associated with some of the database users created in Creating database users and applying permissions on page 48. After you have created the tablespaces and database users, use the scripts in Appendix C: Sample database scripts on page 95 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.

Use the autoextend option to allow the tables to grow by an amount acceptable within your available space guidelines. If you do not receive any recommended tablespace sizes, create all of these tablespaces and give them a starting size of 4 GB each. Record your tablespace sizes in Database host worksheets on page 77.

Avaya recommends that you administer at least 5 GB of free disk space in the Oracle TEMP tablespace.

Ten tablespaces to store the historical report fact data

HFACT01

HFACT02

HFACT03

HFACT04

HFACT05

HFACT06

HFACT07

HFACT08

HFACT09

HFACT10

Purpose Name

One tablespace to store data related to the default application user

USERHIST

One tablespace to store the real-time data USERRT

One tablespace to store the system data store data USERSDS

One tablespace to store the reporting tool data USERRPT

One tablespace to store the reporting user interface data USERUI

Purpose Name



Creating database users and applying permissionsYou must create several database users on the database host. These users are needed so that the application software can communicate with the database host. Each of the database users require specific permissions so that the application software can access the different data stores. The Configuration Audit Tool user (CAT_USR) is used by the tool when testing connections to the database.

When you create these users, use the names shown in the following table:

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.

These users are associated with the tablespaces created in Creating tablespaces on page 46. After you have created the tablespaces and database users, use the scripts in Appendix C: Sample database scripts on page 95 as a guideline to associate the users with the correct tablespaces. Record your user names in the Database host worksheets on page 77.

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 owner RPT_RT_USR

Real-time Data Store user with read-write permission2

2. These users are optional depending on your security needs. You may use the Real-time Data Store user (RPT_RT_USR) for this function or you may create the individual read-write or read-only users. For upgrades from Avaya IQ 4.1, Avaya recommends that you create these new users before the upgrade is applied to your system. However, you can make these users optional.

RPT_RT_RW_USR

Real-time Data Store user with read-only permission2 RPT_RT_RO_USR

System Data Store user RPT_SDS_USR

Content Data Store user RPT_CONTENT _USR

Reporting UI Data Store user RPT_UI_USR

Configuration Audit Tool user CAT_USR

Creating database users and applying permissions


For security purposes, Avaya requires that you assign different user names for access to the historical and real-time data stores. If a database user only reads the historical data store, you would not want to assign write permissions to that database user. You should also assign unique passwords to each database user. Be sure to keep track of those passwords as they are required during installation of the Avaya IQ software. Depending on your security requirements, you do not need to set password aging for the database users because they are used only to communicate with Avaya IQ programmatically and are not used for any other purpose.

Assign permissions to the database users as shown in the following table:

Permissions Historical Data Store Real-time Data Store System Data Store User

Content Data Store User

Reporting UI Data Store User

CAT User

Owner Read-Write User

Read-Only User

Owner Read-Write User

Read-Only User

CREATE SESSION

Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes

CREATE TABLE

Yes No No Yes No No Yes Yes Yes No

CREATE VIEW Yes No No Yes No No Yes Yes Yes No

CREATE PROCEDURE


CREATE TRIGGER


CREATE SEQUENCE


CREATE ROLE Yes No No Yes No No No No No No

UNLIMITED TABLESPACE TO1 <each Avaya IQ application database user>


CREATE MATERIALIZED VIEW

Yes No No Yes No No No No No No

SELECT ANY DICTIONARY

No No No No No No No No No Yes

1. Optionally, you may choose to give database users unlimited quotas on individual tablespaces instead of assigning the UNLIMITED TABLESPACE TO system privilege, which gives database users unlimited tablespace quotas on all tablespaces. Providing unlimited tablespace quota on the database tablespaces is an acceptable alternative to granting UNLIMITED TABLESPACE TO privilege to database users.



Installing the database client softwareYou 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 an All Functions with Remote Data Collection 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


Creating a Net Service NameTo 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 (All Functions with Remote Data Collection 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.

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

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


Setting up data sources

This section contains any critical setup requirements for the sources that provide data to Avaya IQ.

Note:Note: In general, Avaya IQ supports a lower number of data sources for an All

Functions with Remote Data Collection deployment compared to a Multiple Host deployment. The actual number of sources will be determined using the Implementation Planning Tool plus other sizing factors. These data sources can be any combination of Communication Manager and Proactive Contact systems.


● Setting up Communication Manager software on page 53

● Setting up Proactive Contact software on page 54

Setting up Communication Manager softwareThe following is a list of setup and administrative requirements for any Communication Manager system that is a source for Avaya IQ. Most of these items will have been done when the system was originally installed, but these must verified before attempting to install Avaya IQ.

● The NTP time synchronization service must be synchronized from the same NTP source as all hosts, Communication Manager systems, and Proactive Contact systems in the deployment.One exception to this rule is that a remote Data Collection host can use the same NTP source as its associated Communication Manager systems. Product software cannot be installed without the presence of a functioning time synchronization service.

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

● Proper administration of contact center data collection features, verified during implementation. See Appendix D: Communication Manager link administration on page 99. Verify that all queues and routing points are administered for measuring by Avaya IQ.

Setting up data sources


Setting up Proactive Contact softwareThe following is a list of setup and administrative requirements for any Proactive Contact system that is a source for Avaya IQ. Most of these items were probably administered when the Proactive Contact system was originally installed, but these must verified before attempting to to install Avaya IQ. Contact Avaya or BusinessPartner support to verify that the Proactive Contact system is administered properly.

● You may associate one Proactive Contact system with a single Communication Manager system. You cannot associate a Proactive Contact system to more than one Communication Manager system.

● Depending on the Avaya IQ release and the Proactive Contact release, you must administer the link between the systems in either non-encrypted or encrypted mode. These procedures are documented in Appendix E: Proactive Contact link administration on page 113.

● 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.One exception to this rule is that a remote Data Collection host can use the same NTP source as its associated Proactive Contact system. Product software cannot be installed without the presence of a functioning time synchronization service.

● An ASAI (also known as CTI) link must be set up between the Proactive Contact system and its associated Communication Manager system.

● The Proactive Contact system must be administered for blended agents.

● Routing Points (VDNs) and queues (skills) used by the Communication Manager system for the Proactive Contact system must be measured. Note that the only two job types (queues) that are currently supported are outbound and managed.


Using the Configuration Audit Tool

After you have installed the OS on the application hosts and the database software on the database host, you must run the Configuration Audit Tool to test your hosts to make sure you have the OS set up properly and that you can communicate between application hosts and the database host.

Running the Configuration Audit ToolThe Configuration Audit Tool provides the following capabilities:

● To confirm that the application hosts meet certain minimum hardware and software requirements so that the Avaya IQ software can be installed properly.

● To test connectivity between the application host and the database host. These tests also create a file that contains database user names and connection strings that are used during implementation.

● To confirm that the database host is installed with the correct Oracle software, that the proper character sets have been administered, and that the database host is operating normally.

● To confirm that the users added to the database have been administered with the proper privileges.

● To confirm connectivity between the application hosts.

● To confirm the maximum number of historical database processes.

● To confirm connectivity between the reporting software and the database.

You can run groups of tests, you can run each test individually, or you can run tests using an input file that contains the required test input answers. At a minimum, you must run the installation and DBA audit tests and all tests must pass before you install Avaya IQ.


● Installing the Configuration Audit Tool on page 56

● Uninstalling the Configuration Audit Tool on page 57

● Test descriptions on page 58

● Information required to run database tests on page 60

● Test result files on page 61

● Running an installation audit on page 61



● Verifying application host configurations on page 62

● Running a database audit on page 63

● Running a DBA audit on page 63

● Running individual tests on page 64

● Running tests using an input file on page 65

! Important:Important: The features of the Configuration Audit Tool are being updated regularly. Before

using the tool, check the Avaya support site to verify that you have the latest version. Download and use the latest version.

Installing the Configuration Audit ToolThe Configuration Audit Tool is distributed as an RPM package and must be installed manually on each application host. The tool is not installed on the database host. You must copy the RPM from the software installation disc or download the tool zip file from the product download Web site. Avaya recommends that you check the version on the installation disc and the Web site and use the most up to date version for your release of Avaya IQ.

To install the Configuration Audit Tool, you must first install two additional RPM packages:

● tcl-8.4.7-2.i386.rpm

● expect-5.42.1-1.i386.rpm

These RPMs are included with the Configuration Audit Tool zip file. The commands to install these RPMs are shown later in this section.

To download the Configuration Audit Tool from the Web site:1. From a PC that has SSH copy access to all of your application hosts, browse to the Avaya

support Web site:


2. Select Download Center.3. Select Download My Software.

4. Log in to the support center. If you are not registered, register your installation using your Sold To number.

5. From the list of products, select IQ (Avaya IQ).

6. Select Configuration Audit Tool.7. Download the Configuration Audit Tool zip file to your PC.

8. Unzip the package of files onto your PC.


Running the Configuration Audit Tool


9. Copy the files from your PC to the /avaya or /tmp directory on every application host in your deployment.

To copy the Configuration Audit Tool package from the installation disc:1. Insert the installation disc into your application host disc drive.

2. Log on as root.

3. Enter the following commands:

mount /dev/cdrom /mnt

cd /mnt

cp <CAT_Package> /tmp/

The <CAT_Package> variable represents the name of the CAT package.

4. Repeat this procedure for each application host in your deployment. You will run the Configuration Audit Tool at each host.

To install the Configuration Audit Tool:1. Move to the directory where you copied the RPM files.

2. Enter the following commands:

rpm -Uvh tcl-8.4.7-2.i386.rpm

rpm -Uvh expect-5.42.1-1.i386.rpm

rpm -Uvh Avaya-CAT-XX.YY-ZZ.i386.rpm

Insert the actual version numbers in place of the XX.YY-ZZ variable. The Configuration Audit Tool RPM is unpacked and installed in /opt/Avaya/CCR/util/CAT.

3. Repeat this procedure for each application host in your deployment. You will need to run the Configuration Audit Tool at each host.

Uninstalling the Configuration Audit ToolTo uninstall the Configuration Audit Tool, enter:

rpm -e Avaya-CAT

The Configuration Audit Tool is uninstalled.

Note:Note: Even if you remove the Configuration Audit Tool, all testing result directories are

retained in the following location:

/opt/Avaya/CCR/util/CAT



Test descriptionsThe following is a brief description of each test. Your version of the Configuration Audit Tool may have more or fewer tests. All file locations noted in these tests are found in the following location:

/opt/Avaya/CCR/util/CAT

1) OS_Version: Confirms that the OS version meets the minimum requirement.

2) RAM: Confirms that the system memory (RAM) meets the minimum requirement.

3) CPU_Speed: Confirms that the CPU speed meets the minimum requirement.

4) CPU_Architecture: Confirms that the CPU architecture meets the minimum requirement.

5) Opt_Disk_Space: Confirms that there is enough free disk space in /opt.

6) Tmp_Disk_Space: Confirms that there is enough free disk space in /tmp.

7) Var_Disk_Space: Confirms that there is enough free disk space in /var.

8) TmpPerm: Confirms that the proper permissions exist on the /tmp directory.

9) Hist_DB_Connectivity: Confirms connectivity between the Avaya IQ software and the historical data store.

10) RT_DB_Connectivity: Confirms connectivity between the Avaya IQ software and the real-time data store.

11) SDS_DB_Connectivity: Confirms connectivity between the Avaya IQ software and the system data store.

12) CSC_DB_Connectivity: Confirms connectivity between the Avaya IQ software and the content data store.

13) RUI_DB_Connectivity: Confirms connectivity between the Avaya IQ software and the reporting user interface data store.

14) Network_Information: Displays network interface information for the application host.

15) Manifest: Confirms a successful installation of Avaya IQ. This test checks the installed Avaya IQ files against a known baseline. At initial installation, you should see no differences. During operation when files may have been changed, you will see differences which may affect the operation of Avaya IQ. You can use this test to troubleshoot those operational issues. Results from this test are written to the TimeStamp\result.out file.



16) RPMs: Confirms that the dependent RPM packages are installed. The results of this test are written to TimeStamp\rpmDependency.out. The output of this test is shown in two sections:

● The first section of the output file shows the RPMs that you must install. If the RPM is shown with >= (greater than or equal to), you can install that version or a more recent version. If the RPM is shown with = (equal to), you must install that exact version.

● The second section of the file shows all RPMs that are required for Avaya IQ.

17) Connectivity: Confirms SSH network connectivity to hosts that you enter when running the command.

18) Hist_DB_Version: Confirms the Oracle version of the historical database.

19) RT_DB_Version: Confirms the Oracle version of the real-time database.

20) Hist_DB_Char_Set: Confirms the character set for the historical database.

21) RT_DB_Char_Set: Confirms the character set for the real-time database.

22) Hist_DB_User_Privs: Confirms the user privileges for the historical database.

23) RT_DB_User_Privs: Confirms the user privileges for the real-time database.

24) Hist_DB_Procs: Confirms the minimum number of historical database processes.

25) ReportingConn: Confirms connectivity to the reporting software.

26) Hist_DB_Table_Space: Confirms connectivity between the historical database user and the historical tablespaces. You must know the historical tablespace names to run this test.

27) Realtime_DB_Table_Space: Confirms connectivity between the real-time database user and the real-time tablespace. You must know the real-time tablespace names to run this test.

28) PCVersion: Displays version information for any connected Proactive Contact systems. You must know the account login ID, password, and server name or IP address for the system to display the version information. The required version is displayed along with the actual version.

28) SNMP: Displays the required RPMs to use the SNMP feature and the actual version of the RPMs that are installed.

30) CMVersion: Displays version information for any connected Communication Manager systems. You must know the server name or IP address for the system to display the version information. The required version is displayed along with the actual version.



Information required to run database testsWhen you are running an installation audit, database audit, or individual database tests, you must provide information about the database connections to complete the tests. This section describes the information you will need while running these tests. As each of these tests are run, CAT validates that the database information is correct before the test is validated. This validation helps ensure that the installation and configuration processes will complete successfully.

Much of this information should have been collected when the customer set up their database users and tablespaces. See Appendix B: Customer information worksheets on page 75 and reuse any information collected by the customer.

The following information is required when running the installation audit or database audit:

Database user names and passwords: These are the user names and passwords assigned to each of the data stores, historical, real-time, and so on. See Creating database users and applying permissions on page 48 in Avaya IQ Preparing for Implementation.

Database server type: This is the type of database that is installed. This can be either a single instance or a Real Application Clusters (RAC) instance.

Host name or IP address: This is the database host name or IP address.

Port number: This is the listener port number used to communicate between the Avaya IQ software and the database.

Database service name: This is the Oracle Service Name administered in the tnsnames.ora file. See Creating a Net Service Name on page 51 in Avaya IQ Preparing for Implementation.

System user name and password: This is the Oracle database system user name. The system user name is often sys or system.

Historical or Real Time database user name to check: This is the historical or real-time database user name required to check for privilege assignments.

Oracle User ID: This will always be oracle.

TNS Name: This is the Oracle Net Service Name administered in the tnsnames.ora file. See Creating a Net Service Name on page 51 in Avaya IQ Preparing for Implementation.



Test result filesResults from the tests are written to several files or files in subfolders found in the /opt/Avaya/CCR/util/CAT directory:

● connection.out - This file contains the database user names, connection strings, and Net Service Name used by Avaya IQ to communicate with the database. This file is readable by the software configuration program so that you do not have to manually input the user names or the connection strings during the software configuration phase. Passwords associated with these connection strings are not included in this file. Passwords must entered manually when using the configuration program.

● install.out - This file contains the most recent results of an installation audit. When all of these tests pass, the Avaya IQ software can be installed and configured.

● TimeStamp/result.out - This file contains every set of test results for every test session.

● TimeStamp/rpmDependency.out - This file contains information about the RPMs that are missing from the installation. Any missing RPMs must be installed before you continue with the installation.

Running an installation auditYou must run an installation audit on every application host before Avaya IQ software can be installed and configured. All installation audit tests must pass to help ensure a successful installation. During an installation audit, the host application tests, database connection string tests, database version tests, character set tests, and reporting UI connection tests are run.

To run the installation audit:

1. Enter:

cd /opt/Avaya/CCR/util/CAT

./cat.sh

The Configuration Audit Tool main menu is displayed.

2. Select Installation_Audit from the main menu.

The installation audit begins by running tests on the application host. No input is required to run these tests.

3. The database tests begin next. When prompted, enter the database connection information for each of the data stores used with the database. Most of this information should have been collected using the Database host worksheets on page 77 when the database host was installed and set up. If this information is not readily available, the customer must provide this information.



4. After the database connection tests are completed, the rest of the tests run automatically. The RPM dependency results are written to the TimeStamp/rpmDependency.out file.


5. If any of the database connection strings failed, recheck your values and run the installation audit again before you quit out of the tool.

! Important:Important: If you run the installation audit again without leaving the main menu, you will only

have to answer questions for the database connection strings that failed. This will save you time running the tests.

6. When finished with testing, select q to leave the tool.

7. Correct any failed items and run the installation audit until all of the tests pass.

Verifying application host configurationsIf any of the application host configuration tests are failing, you can run just those tests until you correct the failure and all of the tests pass. This will save you time if the database connection tests pass and you only need to run the host configuration tests. During an application host audit, all of the host hardware, host free space, /tmp permissions, and RPMs dependency tests are run.

To run the application host configuration audit:

1. Enter:


./cat.sh


2. Select App_Host_Audit from the main menu.

The server audit begins by running tests on the application host. No input is required to run these tests. Most test results are written to the TimeStamp/result.out file. The RPM dependency results are written to the TimeStamp/rpmDependency.out file.

3. When finished with testing, select q to leave the tool.

4. Correct any failed items and run the server audit until all of the tests pass.



Running a database auditIf any of the database configuration tests are failing, you can run just those tests until you correct the failure and all of the test pass. This will save you time if the application host tests pass and you only need to run the database connection tests. During a database audit, the database connectivity, database version, character set, database user privileges, database processes, reporting interface connectivity, and tablespace connectivity tests are run.

To run the database audit:

1. Enter:


./cat.sh


2. Select Database_Audit from the main menu.

3. When prompted, enter the database connection information for each of the data stores used with the database. Most of this information should have been collected using the Database host worksheets on page 77 when the database host was installed and set up. If this information is not readily available, the customer must provide this information.

4. After the database connection tests are completed, the database version and character set tests are run.


5. If any of the database connection strings failed, recheck your values and run the database audit again before you quit out of the CAT. You will only have to answer questions for the database connection strings that failed.

6. When finished with testing, select q to leave the CAT.

7. Correct any failed items and run the installation audit again until all of the tests pass so that the tool can generate accurate connection strings for the connection.out file.

Running a DBA auditIf any of the DBA configuration tests are failing, you can run just those tests until you correct the failure and all of the test pass. During a DBA audit, the database user privileges, database processes, and tablespace connectivity tests are run.



To run a database audit:

1. Enter:


./cat.sh


2. Select DBA_Audit from the main menu.

3. When prompted, enter the database information for each of the tests. Most of this information should have been collected using the Database host worksheets on page 77 when the database host was installed and set up. If this information is not readily available, the customer must provide this information.


4. If any of the DBA Audit tests failed, recheck your values and run the DBA audit again before you quit out of the CAT. You will only have to answer questions for the DBA audit tests that failed.


6. Correct any failed items and run the installation audit again until all of the tests pass so that the tool can generate accurate connection strings for the connection.out file.

Running individual testsYou can run individual tests to help troubleshoot and tests that are failing. This can help save time when correcting host or database test failures.

To run an individual test:

1. Enter:


./cat.sh


2. Select Individual_Audit from the main menu.

The list of individual tests are displayed.

3. Select a test to run. Answer any prompts.

4. When finished with testing, select b to return to the main menu.

5. Correct any failures and run the test until the test passes.




Running tests using an input fileEvery time you run a test, the keystrokes that contain your test responses are saved in a file named .input. You can use these saved responses to build input files that emulate running tests manually. The input file contains answers to one or more tests. An input file can help you run a test repeatedly to help determine the correct options without having to enter the same answers repeatedly.

! Important:Important: The .input file is overwritten every time you run a test. If you want to save the

responses captured in the .input file, save a copy of that file so you can edit the responses and adjust the options for any failed tests.

The following is an example input file that runs individual test number 8, the historical database connectivity test. Comments can be added to the file as shown in this example. Also, blank lines are valid input commands, so do not leave any blank lines unless required by the test.

To save an input file and run tests using the input file:

1. Enter:


2. Enter:

./cat.sh

3. Manually run a test, such as installation audit, answering all of the questions as you go through the test.

4. Quit out of the tool.

5. Save the .input file to another file, for example:

cp .input InputFile

6. Edit the saved file, changing responses as needed to make the tests pass.

# Select main menu test 44# Select individual test 88# Responses for test 8RPT_HIST_OWNER_USR<password>lavender1521TNSserver# Pressing Enter to continue

# Exit CATq



7. Enter:

./cat.sh --responseFile=InputFile

The test is run using the file named InputFile. The results of the test are written to the screen as if you ran the test manually.

8. Check the output of the test in the TimeStamp/result.out file.


Appendix A: Third-party software

The Avaya IQ product uses several third-party software packages that are automatically installed when Avaya IQ is installed. This section lists the third-party software used by Avaya IQ modules and Avaya Core Services modules.


● Distributed third-party software on page 67

● Third-party jars and libraries on page 69

● Additional third-party software distributed for turnkey systems on page 73

Distributed third-party software

Package name Version License type and text Original vendor

activemq 4.0.1-AV5 Apache Software License CodeHaus

ant 1.6.5 Apache Software License Apache

ant 1.5.4, 1.5.3

apr 0.9.4-24.5 Apache Software License RedHat

apr-util 0.9.4-21 Apache Software License RedHat

axis 1.4-AV7 Apache Software License Apache

commons-daemon 1.0.1 Apache Software License Apache

distcache 1.4.5-6 LGPL RedHat

EJBCA 3.3.1 LGPL http://ejbca.sourceforge.net

httpd 2.0.50 Apache Software License Redhat

httpd-suexec 2.0.52-28.ent.AV2 Apache Software License Redhat

jboss 4.0.3SP1 LGPL Redhat

jre 1_5_0_07 Sun Microsystems Sun

mod_jk (aka apache-tomcat-integration)

1.2.6 Apache Software License Apache

mod_ssl 2.0.50 Apache Software License Redhat

mon 0.99.2.6 GPL Kernel.org



perl-gnupg 0.31_1.02-0 Artistic License Frank J. Tobin, [email protected]

SSCEP 20040325 http://www.klake.org/~jt/sscep/

tomcat 5.5.9-AV7 Apache Software License Apache

Acegi 1.0.3 Apache License v2.0 Acegi Technology

Ajax4jsf 1.1.1 CDDL v1.0 Exadel

Apache MyFaces JSF library

1.1.5

Apache Tomahawk 1.1.6

AspectJ 1.5.3 Common Public License v1.0

Eclipse

Cognos 8 8.0 MR2 - 8.2.43 Update 220

OEM Cognos

displaytag 1.0 Artistic License SourceForge

Dom4j 1.6.1 BSD SourceForge

Ehcache 1.2.4 Apache v2.0 SourceForge

Focus Report Central 2.6.1 OEM Focus

Hibernate 3.2.0 LGPL Redhat

Jakarta Oro 2.0.8 Apache v1.1 Apache

Jakarta Velocity 1.4 Apache v2.0 Apache

jakarta-commons Tomcat 5.5 Apache License v2.0, January 2004

Apache

jakarta-taglibs 1.1 Apache License v2.0 Apache

javamail 1.3.3_01 Sun Software License Agreement

Sun

JAX-WS 2.0 CDDL v1.0 Sun

Jericho 2.1 LGPL SourceForge

JMX Remote API 1.0.1 Sun Community Source License

Sun

joda time 1.3 Apache License v2.0 SourceForge

jscalendar 1.51 LGPL v2.1 Dynarch.com



Third-party jars and libraries

JSTL 1.2 Apache v2.0 Sun

jtds 1.2 LGPL SourceForge

Prototype Javascript Framework

1.5.1 Prototype license Sam Stephenson

Prototype Window Javascript Library

1.3 MIT-style license Sébastien Gruhier

Quartz 1.5.1 Apache v2.0 OpenSymphony

Script.aculo.us Javascript Library

1.6.5 MIT license Thomas Fuchs

Spring Framework 1.2.6 Apache License v2.0 Springframework.org

Struts 1.2.9 Apache v1.1 Apache

Struts Menu 2.4.1 Apache v1.1 Apache

XMLBeans 2.1.0 Apache License v2.0 Apache

Xstream 1.1.2 BSD CodeHaus


Module using jar or library

Jar or library1 Version Original vendor

All Core Services Modules

axis.jar, axis-ant.jar jaxrpc.jar, saaj.jar, wsdl4j-1.5.1.jar

1.2 Apache

jsf-api.jar, jsf-impl.jar, jstl.jar, standard.jar, jsftest.jar

1.1 Sun

Scheduler quartz.jar 1.5.1 OpenSymphony

sitemesh-2.2.1.jar 2.2.1 OpenSymphony

framework.jar 3.3.6 knopflerfish

xerces-2.6.2.jar 2.6.2 Apache

xml-apis.jar, xml-sec.jar 1.1.2 Apache



User Mgt RBAC

"hibernate3.jar, ant-antlr-1.6.2.jar, antlr-2.7.5H3.jar, asm.jar, asm-attrs.jar, c3p0-0.8.5.2.jar, cglib-2.1.jar, dom4j-1.6.jar, ehcache-1.1.jar, jaxen-1.1-beta-4.jar, jdbc2_0-stdext.jar, jta.jar, proxool-0.8.3.jar

3 hibernate

User Mgt RBAC

"Hibernate3.2 3.2 http://www.hibernate.org/

User Mgt, RBAC, Scheduler

"activemq-core-3.0.jar, activemq-optional-3.0.jar, concurrent-1.3.4.jar, geronimo-spec-j2ee-management-1.0-rc4.jar, geronimo-spec-jms-1.1-rc4.jar

3 CodeHaus

commons-beanutils-1.7.0.jar, commons-beanutils-bean-collections-1.7.0.jar, commons-beanutils-core-1.7.0.jar, commons-collections-3.1.jar, commons-dbcp-1.2.1.jar, commons-digester-1.6.jar, commons-discovery-0.2.jar, commons-logging-1.0.4.jar, commons-pool-

various versions

Apache

commons-logging-api.jar 1.0.4 Apache

OAM struts-1.2.4.jar Apache

jakarta-oro.jar Apache

jasper-compiler.jar 5.5.9 Apache

jasper-runtime.jar 5.5.9 Apache

servlet-api.jar, commons-el.jar 5.5.9 Apache

libACE.so.5.4.1 5.4.1 ACE

junit-3.8.1.jar 3.8.1 apache

Logging cppunit-1.10.2 1.10.2 source forge

doxytag 1.4.1

doxygen 1.4.1




LCM framework.jar - knoperfish OSGi 3.3.6

xalan-2.6.0.jar 2.6.0 apache

activation.jar 1.0.2 apache

ocrs12.jar 10.1.0.2.0 oracle

ojdbc14.jar 10.2.0.1 oracle

orai18n.jar 10.1.0.2.0.0 oracle

postgresql-8.1-407.jdbc3.jar 8.1-407 redhat

xjavadoc-1.5-snapshot050611.jar 1.5

xdoclet-1.2.3.jar 1.2.3

catalina-ant.jar no version available

apache

OAM struts-test-2.1.3 2.1.3 apache

dbunit-2.1.jar 2.1

xercesImpl.jar 1.1 apache

SNMP4j.jar 0.31_1.02 SNMP4j

snmp toolkit SNMP4j.jar 1.7.4a

concurrent-1.3.4.jar 1.3.4





OAM myfaces-impl-1.1.5.jar 1.1.5 apache

ajaxanywhere-1.2-RC2 1.2-RC2 SourceForce.net

myfaces-api-1.1.5.jar 1.1.5 apache

tomahawk-1.1.5.jar 1.1.5 Apache Software License

cactus-1.7.jar 1.7 apache

httpunit-1.6.jar 1.6 source forge

jstl 1.1.2

standard.jar 1.1.2

jsp-api.jar 2.0.public draft version (part of tomcat 5.5)

Tomcat

jdom.jar 1 Tomcat

LifeCycle, AdminPE, RBAC

xbean.jar, xbean_xpath.jar, jsr173_1.0api.jar 2.1.0 Apache

Logging liblog4cxx.a 0.9.7 Apache

sitemesh-2.2.1.jar 0.9.7 Apache

liblog4cxx.lai 0.9.7 Apache

liblog4cxx.so,liblog4cxx.so.9,liblog4cxx.so.9.0.0

0.9.7 Apache

simplesocketserver 0.9.7 Apache

WebLM mail.jar 1.2 Sun

commons-file-upload.jar 1 Sun

Logging, Alarming

commons-cli-1.0.jar 1 Apache

snmp toolkit commons-daemon-1.0.1.jar 1.0.1 Apache

User Mgt MaxWare 8.2.833 Maxware

JbossRule 3.0.4 Redhat




Additional third-party software distributed for turnkey systems

Logging, WebLM

log4j - log4j-1.2.15 (LJ) 1.2.8 apache

RBAC UI JBoss Ajax4jsf 1.0.2 http://labs.jboss.com/jbossajax4jsf/downloads/

Open Symphony OSCache 2.3.2 http://www.opensymphony.com/oscache/download.action

Backup Restore

libnet 0.10.10 redhat

DSS msvcp71.dll 7.10.3077.0 http://www.microsoft.com

msvcr71.dll 7.10.3052.4 http://www.microsoft.com

1. The Jars listed in this table are common among all Core Services. All Core Services use the same version of the Jars.



Package name Version Original vendor

Oracle Server 10.2.0.3 Oracle

Oracle Client 10.2.0.1 Oracle

RedHat Linux Enterprise Server Release 4 Update 5

RedHat


Appendix B: Customer information worksheets

This section contains a series of worksheets to help you collect data about the components used in your deployment. The completed worksheets should be given to your Avaya or BusinessPartner provisioning team to use during implementation. If more convenient, you can collect this information in a word processing file that you can give to the provisioning team.

This section includes the following worksheets:

● Database host worksheets on page 77

● Application host worksheet on page 83

● Turnkey worksheets on page 85

● Firewall port conflicts worksheet on page 87

● Communication Manager worksheet on page 89

● Proactive Contact worksheet on page 91

● Active Directory worksheet for LDAP integration on page 93

Database host worksheets


Database host worksheetsUse these worksheets to collect data about the database host, users, tablespaces, and data stores. Note that if you are using a single host for both the application and the database, some of the basic information will be repeated on the application host worksheets.

Some of this data must be obtained from the customer and some of this data will be provided as an output of the Implementation Planning Tool.

Note:Note: Some of the options have been populated with names recommended by Avaya.

Although these names can always be changed by customer requirements, using the recommended names will assist Avaya services when troubleshooting the system.

Basic database host information

Required information Setting

Host name

IP address

Fully qualified service name

Net Service Name (also known as service name or global service name)

System user password

JDBC driver location1

1. The JDBC driver must have read permissions to at least the owner and the group.

Oracle home location

Hardware specs2

2. From Implementation Planning Tool outputs.

OS version2

Database version2



Data store information


Content Data Store

Database host (IP or FQDN)1

Database user name1 RPT_CONTENT_USR

Database password

Database TCP port1 (default=1521)

Oracle service name

Connection string2

Historical Data Store


Database name1


Database user RPT_HIST_OWNER_USR

Database user password

Read-only user3 RPT_HIST_RO_USR

Read-only user password

Read-write user3 RPT_HIST_RW_USR

Read-write user password

Connection string2



Real-time Data Store


Database name1


Database user RPT_RT_USR

Database user password

Read-only user4 RPT_RT_RO_USR

Read-only user password

Read-write user4 RPT_RT_RW_USR

Read-write user password

Connection string2

Reporting UI Data Store


Database name1

Database TCP port 1 (default=1521)

Database login ID RPT_UI_USR

Database password

Connection string2




System Data Store


Database user name RPT_SDS_USR

Database password


Oracle service name1

Schema name

Schema owner

Connection string2

1. Required to run the Configuration Audit Tool installation audit.

2. Provided by the Configuration Audit Tool after successfully running the installation audit. The file that contains the strings is located at /opt/Avaya/CCR/util/CAT/connection.out.

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

4. These users are optional depending on your security needs. You may use the Real-time Data Store user (RPT_RT_USR) for this function or you may create the individual read-write or read-only users.




Tablespace information

Tablespaces Name Size1


Dimension report data HDIM01

Historical fact report data 1 HFACT01










Default application data USERHIST

Real-time data USERRT

Dimensional data USERSDS

Content store data USERRPT

Reporting UI data USERUI

Temporary tablespace2

2. The TEMP tablespace is a standard Oracle tablespace and is not directly associated with Avaya IQ, but Avaya recommends that it be a minimum of 5 GB.

TEMP 5GB minimum

Application host worksheet


Application host worksheetUse a copy of this worksheet to collect data about each of your application hosts. For a multiple host deployment, make as many copies as needed to collect data for each application host.

Required information Your setting

Host name

IP address

Hardware specs1


OS version1

NTP server IP address

Host function1

Installation user name

Root password2

2. Needed during installation and configuration.

Start of week day2

Install ASG software (yes or no)2

Turnkey worksheets


Turnkey worksheetsUse the following worksheet to collect the networking information required to complete the Red Hat First Boot installation for turnkey. The Red Hat First Boot installation configures the Linux operating system. Obtain as much information as you are able and provide this information to the Avaya provisioning team or BusinessPartner personnel.

Option Application host Database host Notes

Networking - General tab

Host IP address

Subnet mask

Default gateway address

Networking - DNS tab

Host name (fully qualified domain name)

Primary DNS

Secondary DNS

Tertiary DNS

DNS search path (domain name)

Networking - Hosts tab for application or database host

Host IP address

Host name (full name)

Alias (short name)

Networking - Hosts tab for localhost

Localhost IP address 127.0.0.1 127.0.0.1 Must use these values

Localhost name localhost localhost Must use these values

Networking - Time Synchronization

NTP Server IP address Optional for the database host.



Use the following worksheet to record the information used when the Avaya provisioning team or BusinessPartner personnel install the turnkey system. The most important decision that you must make is the start of week day. Once this is administered, it cannot be changed without reinstalling Avaya IQ. Provide this information to the Avaya provisioning team or BusinessPartner personnel.

Information Default value Your value

Deployment type Dual Dual

Database host IP address or fully qualified domain name

N/A

Start of week day Sunday

Firewall port conflicts worksheet


Firewall port conflicts worksheetBased on the firewall ports that Avaya IQ uses as described in Firewall port usage on page 28, list any firewall ports that will need to be changed during Avaya IQ implementation. Give this information to the Avaya or BusinessPartner team before they begin your implementation.

Firewall port Reason for conflict

Communication Manager worksheet


Communication Manager worksheetUse a copy of this worksheet to collect data about each of your Communication Manager sources in your deployment. This information is used during initial administration to set up the link from Avaya IQ and the Communication Manager systems. See Appendix D: Communication Manager link administration on page 99 for more information.

Some of this information can be acquired from the Communication Manager system administration interface:

IP address: Use list ip-interface all to show the C-LAN or processor ethernet port IP addresses.

TCP port: Use display comm proc to show the TCP port for the Avaya IQ link, if administered.

All other options must be provided by the customer either before or during implementation.


Name

Description (including model number)

IP address (C-LAN or processor ethernet)

TCP port

Release1


Input ID

Proactive Contact worksheet


Proactive Contact worksheetUse a copy of this worksheet to collect data about each of your Proactive Contact sources in your deployment. This information is used during initial administration to set up the link from the Proactive Contact system and its associated Communication Manager system.

There is no interface available to the customer to determine most of these options. The customer must submit a trouble ticket to Avaya support and ask for these options in preparation for an Avaya IQ installation. The Name, Description, Source ID, and Input ID options can be defined by the customer.


Name

Description

Proactive Contact System name

IP Address

Host name

Naming service host

Naming service port

Proactive Contact release

Account login statspmp

Account password (default, if never changed)

Input ID

Active Directory worksheet for LDAP integration


Active Directory worksheet for LDAP integrationUse the following worksheet to collect information about your Active Directory server so you can synchronize your enterprise directory with Avaya IQ. Have your Active Directory IT personnel work with Avaya or BusinessPartner provisioning to define all of the options shown in this worksheet. Two critical items are the Base Node and Search Filter. These options determine exactly which users will by synchronized from your Active Directory into the Avaya IQ directory.

Note:Note: Not all options are shown in this worksheet.

Option Your value

Active Directory IP address or DNS name

Port number (default is 389; SSL default is 636)

Active Directory user name

Active Directory user name password

LDAP base node name

Search filter

Execution Frequency

User DN suffix (optional)

User DN prefix (optional)


Appendix C: Sample database scripts

This section contains sample database scripts that can be used to create tablespaces and users so that the application can communicate properly with your database host. You should create the tablespaces first. After you create the tablespaces, you can create the database users and associate the database users with the tablespaces. The sizes you will input for the tablespaces are provided in the Implementation Report for Customer from the Implementation Planning Tool outputs.


● Sample database scripts for creating tablespaces on page 95

● Sample scripts for creating users and tablespace associations on page 97

Sample database scripts for creating tablespacesCREATE BIGFILE TABLESPACE "HDIM01" DATAFILE '/u01/app/oracle/oradata/reporting/HDIM01' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING EXTENT MANAGEMENT LOCAL SEGMENT SPACE MANAGEMENT AUTO;

CREATE BIGFILE TABLESPACE "HFACT01" DATAFILE '/u01/app/oracle/oradata/reporting/HFACT01' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING EXTENT MANAGEMENT LOCAL SEGMENT SPACE MANAGEMENT AUTO;












CREATE BIGFILE TABLESPACE "USERHIST" DATAFILE '/u01/app/oracle/oradata/reporting/USERHIST' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING EXTENT MANAGEMENT LOCAL SEGMENT SPACE MANAGEMENT AUTO;

CREATE BIGFILE TABLESPACE "USERRT" DATAFILE '/u01/app/oracle/oradata/reporting/USERRT' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING EXTENT MANAGEMENT LOCAL SEGMENT SPACE MANAGEMENT AUTO;

CREATE BIGFILE TABLESPACE "USERSDS" DATAFILE '/u01/app/oracle/oradata/reporting/USERSDS' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING EXTENT MANAGEMENT LOCAL SEGMENT SPACE MANAGEMENT AUTO;

CREATE BIGFILE TABLESPACE "USERRPT" DATAFILE '/u01/app/oracle/oradata/reporting/USERRPT' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING EXTENT MANAGEMENT LOCAL SEGMENT SPACE MANAGEMENT AUTO;

CREATE BIGFILE TABLESPACE "USERUI" DATAFILE '/u01/app/oracle/oradata/reporting/USERUI' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING EXTENT MANAGEMENT LOCAL SEGMENT SPACE MANAGEMENT AUTO;

Sample scripts for creating users and tablespace associations


Sample scripts for creating users and tablespace associations

CREATE USER RPT_HIST_OWNER_USR PROFILE "DEFAULT" IDENTIFIED BY <user_password> DEFAULT TABLESPACE "USERHIST" ACCOUNT UNLOCK;GRANT CREATE SESSION TO RPT_HIST_OWNER_USR;GRANT CREATE TABLE TO RPT_HIST_OWNER_USR;GRANT CREATE VIEW TO RPT_HIST_OWNER_USR;GRANT CREATE PROCEDURE TO RPT_HIST_OWNER_USR;GRANT CREATE TRIGGER TO RPT_HIST_OWNER_USR;GRANT CREATE SEQUENCE TO RPT_HIST_OWNER_USR;GRANT CREATE ROLE TO RPT_HIST_OWNER_USR;GRANT UNLIMITED TABLESPACE TO RPT_HIST_OWNER_USR;GRANT CREATE MATERIALIZED VIEW TO RPT_HIST_OWNER_USR;

CREATE USER RPT_HIST_RW_USR PROFILE "DEFAULT" IDENTIFIED BY <user_password> DEFAULT TABLESPACE "USERHIST" ACCOUNT UNLOCK;GRANT CREATE SESSION TO RPT_HIST_RW_USR;

CREATE USER RPT_HIST_RO_USR PROFILE "DEFAULT" IDENTIFIED BY <user_password> DEFAULT TABLESPACE "USERHIST" ACCOUNT UNLOCK;GRANT CREATE SESSION TO RPT_HIST_RO_USR;

CREATE USER RPT_RT_USR PROFILE "DEFAULT" IDENTIFIED BY <user_password> DEFAULT TABLESPACE "USERRT" ACCOUNT UNLOCK;GRANT CREATE SESSION TO RPT_RT_USR;GRANT CREATE TABLE TO RPT_RT_USR;GRANT CREATE VIEW TO RPT_RT_USR;GRANT CREATE PROCEDURE TO RPT_RT_USR;GRANT CREATE TRIGGER TO RPT_RT_USR;GRANT CREATE SEQUENCE TO RPT_RT_USR;GRANT CREATE ROLE TO RPT_RT_USR;GRANT UNLIMITED TABLESPACE TO RPT_RT_USR;GRANT CREATE MATERIALIZED VIEW TO RPT_RT_USR;

CREATE USER RPT_RT_RW_USR PROFILE "DEFAULT" IDENTIFIED BY <user_password> DEFAULT TABLESPACE "USERRT" ACCOUNT UNLOCK;GRANT CREATE SESSION TO RPT_RT_RW_USR;

CREATE USER RPT_RT_RO_USR PROFILE "DEFAULT" IDENTIFIED BY <user_password> DEFAULT TABLESPACE "USERRT" ACCOUNT UNLOCK;GRANT CREATE SESSION TO RPT_RT_RO_USR;



CREATE USER RPT_SDS_USR PROFILE "DEFAULT" IDENTIFIED BY <user_password> DEFAULT TABLESPACE "USERSDS" ACCOUNT UNLOCK;GRANT CREATE SESSION TO RPT_SDS_USR;GRANT CREATE TABLE TO RPT_SDS_USR;GRANT CREATE VIEW TO RPT_SDS_USR;GRANT CREATE PROCEDURE TO RPT_SDS_USR;GRANT CREATE TRIGGER TO RPT_SDS_USR;GRANT CREATE SEQUENCE TO RPT_SDS_USR;GRANT UNLIMITED TABLESPACE TO RPT_SDS_USR;

CREATE USER RPT_CONTENT_USR PROFILE "DEFAULT" IDENTIFIED BY <user_password> DEFAULT TABLESPACE "USERRPT" ACCOUNT UNLOCK;GRANT CREATE SESSION TO RPT_CONTENT_USR;GRANT CREATE TABLE TO RPT_CONTENT_USR;GRANT CREATE VIEW TO RPT_CONTENT_USR;GRANT CREATE PROCEDURE TO RPT_CONTENT_USR;GRANT CREATE TRIGGER TO RPT_CONTENT_USR;GRANT CREATE SEQUENCE TO RPT_CONTENT_USR;GRANT UNLIMITED TABLESPACE TO RPT_CONTENT_USR;

CREATE USER RPT_UI_USR PROFILE "DEFAULT" IDENTIFIED BY <user_password> DEFAULT TABLESPACE "USERUI" ACCOUNT UNLOCK;GRANT CREATE SESSION TO RPT_UI_USR;GRANT CREATE TABLE TO RPT_UI_USR;GRANT CREATE VIEW TO RPT_UI_USR;GRANT CREATE PROCEDURE TO RPT_UI_USR;GRANT CREATE TRIGGER TO RPT_UI_USR;GRANT CREATE SEQUENCE TO RPT_UI_USR;GRANT UNLIMITED TABLESPACE TO RPT_UI_USR;

CREATE USER CAT_USR PROFILE "DEFAULT" IDENTIFIED BY <user_password> ACCOUNT UNLOCK;GRANT CREATE SESSION TO CAT_USR;GRANT SELECT ANY DICTIONARY TO CAT_USR;


Appendix D: Communication Manager link administration

In preparation to install Avaya IQ, you must coordinate link administration on your Communication Manager systems. This section contains the procedures required to set up the link on a Communication Manager system. Share this information with your Avaya or BusinessPartner services personnel.


● Administering a link between Communication Manager and Avaya IQ on page 99

Administering a link between Communication Manager and Avaya IQ

Before you associate the Communication Manager systems with your hosts (Creating and associating sources on page 116 in Avaya IQ Implementation), you must administer the links from the Communication Manager systems to the hosts. This section provides those procedures. You must do the procedures in this section for every Communication Manager that is being used as a data source for the Avaya IQ system.

! Important:Important: Avaya IQ requires that additional switch features be enabled to ensure that

contact center events are properly captured. Verify that administration has been completed as described in this section.


● Administering data collection options on page 100

● Administering UCID options on page 100

● Administering ANI trunk options on page 101

● Administering the Avaya IQ and Communication Manager release options on page 102

● Administering a C-LAN connection on page 104

● Administering a processor ethernet port connection on page 109



Administering data collection optionsYou must administer the following data collection options on every Communication Manager system in the deployment:

● Enable measurements for hunt groups (skills), trunk groups, and VDNs in the deployment. Measuring these resources means that reporting data will be sent to Avaya IQ. The measurement option can be set to either external or both. Do not allow any hunt groups (skills), trunk groups, or VDNs to go unmeasured.

● Administer Universal Call ID (UCID) for all trunk groups that might possibly be used to transport calls in or out of the Communication Manager system.

You can optionally administer path replacement for trunk groups that are used to transport calls in or out of the Communication Manager system. The need for path replacement depends on your network configuration.

For more details about these data collection options, see the following sections of Avaya Call Center Automatic Call Distribution (ACD) Guide:

● Best Service Routing

● Implementing the Time of Day Clock Synchronization feature

● Information Forwarding

● Look-Ahead Interflow

● Reporting Adjuncts (this section is named Call Management System in the R3.1 version of this document)

● Universal Call ID

Administering UCID optionsUCID parameters must be administered for all trunk groups that might possibly be used to transport calls in or out of the Communication Manager system. For more details about these UCID options, see Avaya Call Center Automatic Call Distribution (ACD) Guide.


● UCID feature options on page 101

● UCID trunk options on page 101



UCID feature options

Using the change system-parameters features command, administer the following options:

Create Universal Call ID (UCID): Found on Page 5, set this option to y.

UCID Network Node ID: Found on Page 5, enter a unique number that can be used to identify UCID messages from this Communication Manager system. Each Communication Manager system that connects to Avaya IQ must use a unique ID number. This number is used when troubleshooting error messages collected by the Avaya IQ system. The valid range is 1-32767.

UCID trunk options

UCID must be enabled for every ISDN trunk group that carries contact center calls. Using the change trunk-group command, administer the following options:

UUI IE Treatment: Found on Page 3, set this option to shared.

Maximum Size of UUI IE Contents: Found on Page 3, set this option to a value between 32 and 128. The default is 128.

Send UUI IE: Found on Page 3, set this option to y.

Send UCID: Found on Page 3, set this option to y.

Universal Call ID (UCID): Found on Page 5, set this option to a priority value of 1 to ensure that the UCID messages are transported properly.

Administering ANI trunk optionsYou must administer calling number information on all measured ISDN trunks so that Automatic Number Identification (ANI) information is displayed in Avaya IQ reports. This information is for the party�s extension on the trunk that originates the call and shows as Party in the Contact - trace report.

Using the change trunk-group command, administer the following options on Page 3:

Send Calling Number: Set this option to y on the Communication Manager from which the call originates.

Format: Set the options as follows:

● If the format is set to public, you must add the caller extensions using the NUMBERING - PUBLIC/UNKNOWN FORMAT form.

● If the format is set to private, you must add the caller extensions using the NUMBERING - PRIVATE FORMAT form.



Using the change public-unknown-numbering command, add the caller extensions that you want to pass ANI digits. For example, if you want to pass ANI for all 5-digit extensions that start with the number 4 you would set the following options:

● Ext Len - 5

● Ext Code - 4

● Trk Grp(s) - the trunk groups for which you want to pass ANI

● Total CPN Len - 5

Using the change private-numbering command, add the caller extensions that you want to pass ANI digits. For example, if you want to pass ANI for all 5-digit extensions that start with the number 4 you would set the following options:

● Ext Len - 5

● Ext Code - 4

● Trk Grp(s) - the trunk groups for which you want to pass ANI

● Total Len - 5

Other options can be set on these numbering forms. See Administrator Guide for Avaya Communication Manager for more information.

Administering the Avaya IQ and Communication Manager release options

The following table reflects the recommended settings for the G3 Version, Call Center Release, and Reporting Adjunct Release based on the software release of Communication Manager. You can set the administration options to an earlier version, but you will not have access to all of the features of the recommended release.

Software release Licensed customer options1

System parameter feature options

G3 Version

Call Center Release

Reporting Adjunct Release

IQ (CCR) CMS

Communication Manager 3.1 V13 3.0 N/A R13.1

Communication Manager 4.x V14 4.0 4.0 R13.1 or R14.x

Communication Manager 5.x V15 5.0 4.0 R13.1 or R14.x



To administer the Avaya IQ and Communication Manager release options, complete the following procedures:

● Verifying the Communication Manager release on page 103

● Verifying the customer options on page 103

● Setting the reporting adjunct release on page 104

Verifying the Communication Manager release

The Communication Manager release number must be administered when you create the Communication Manager data sources on Avaya IQ. This procedure is documented in Creating Communication Manager sources on page 116. To accurately administer the Communication Manager release, use the list configuration software-versions command to display the software installed on the Communication Manager system. The software release numbers are interpreted as shown in the following examples:

● R013x.01.4.642.1 means Release 3.1.4, load 642.1




Verifying the customer options

Using the display system-parameters customer-options command, confirm that the following options have been enabled:

G3 Version: this option is found on Page 1. If the software version is not correct, you must apply a new license file that has the correct version.

● For Communication Manager 3.1, this option must be set to V13.

● For Communication Manager 4.x, this option must be set to V14.

● For Communication Manager 5.x, this option must be set to V15.

Call Center Release: This option is found on Page 6. If the release number is not valid, you must apply a new license file that has a valid release.

● For Communication Manager 3.1, this option must be set to 3.0 for new installs or 11.1, 12.0, or 3.0 for an upgraded system.

1. If a system is being upgraded to a new G3 Version, the Call Center Release may be up to two versions older if the customer decides not to purchase the latest call center features. For example, if a customer upgrades the system to G3 Version V14, the Call Center Release can be set to 12.0, 3.0, or 4.0, and still operate properly with Avaya IQ. For a new installation, the Call Center Release must match the G3 Version as shown in this table.



● For Communication Manager 4.x, this option must be set to 4.0 for new installs or 12.0, 3.0, or 4.0 for an upgraded system.

● For Communication Manager 5.x, this option must be set to 5.0 for new installs or 3.0, 4.0, or 5.0 for an upgraded system.

Business Advocate and Dynamic Advocate: These options are found on Page 6. These options must be set to y if the customer is using the percent allocation call handling preference or the reserve critical and reserve behind target skill levels. If these options are not enabled, you must apply a new license file that has these options enabled.

Expert Agent Selection (EAS): This option is found on Page 6. This option must be set to y. If this option is not enabled, you must apply a new license file that has this option enabled.

EAS-PHD: This option is found on Page 6. This option must be set to y. If this option is not enabled, you must apply a new license file that has this option enabled.

Setting the reporting adjunct release

Using the change system-parameters features command, set the Reporting Adjunct Release option found on Page 12. The option names and settings are different based on the Communication Manager software installed on the system. See the Release option in Creating Communication Manager sources on page 116 for the interactions of these options.

Administering a C-LAN connectionUse the procedures in this section to administer a TCP/IP connection to a C-LAN circuit pack. Do the procedures in the following order:

● Adding node names and IP addresses on page 105

● Adding a C-LAN IP interface on page 105

● Adding an ethernet data module on page 107

● Adding the processor interface channels on page 107

● Adding IP routing on page 108

Software release Reporting Adjunct Release

Communication Manager

Avaya IQ IQ (appl CCR) CMS (appl CMS)1

1. A companion CMS is not required in all configurations.

3.1 4.1 or 4.2 N/A R13.1

4.x or 5.x 4.1 or 4.2 4.0 R13.1 or R14.x



● Enabling the processor interface channel on page 109

● Saving translations on page 109

! Important:Important: The C-LAN circuit pack must be TN799D, Version 1, Firmware 11 or 12, or later.

Adding node names and IP addresses

Use the change node-names ip command to assign the name and IP address of the Avaya IQ host. Administer the following options:

Name: Enter the host name of the Avaya IQ All Functions host (for All Functions with Remote Data Collection deployments), Data Collection and Data Processing hosts (for Multiple Host deployments), and any gateway hosts used in the network. The node names can be entered in any order. The names are displayed in alphabetical order the next time the form is displayed. The default node name entry is display-only and is not used for this application.

For consistency, use the Avaya IQ host name as defined when you set the host function. See About sites, hosts, and sources on page 89 for more information.

These names are also used in the IP interfaces, data module, IP routing, and other forms. If you change the node name in this form, it is automatically updated on the other forms.

CAUTION:!

CAUTION: Plan out the network before you assign any IP addresses. Any future changes that require a change to IP addresses will cause a service disruption.

IP Address: Enter the IP address of the Avaya IQ All Functions host (for All Functions with Remote Data Collection deployments), Data Collection and Data Processing hosts (for Multiple Host deployments), and any required gateways.

Listing IP interfaces

Use the list ip-interface all command to list all existing IP interfaces. You can use an existing C-LAN interface if available. If no interfaces are available, you must add a new C-LAN board.

Adding a C-LAN IP interface

Use the add ip-interface <Board_Location> command to assign a C-LAN circuit pack as an IP interface.



CAUTION:!

CAUTION: If the IP interface is already administered, do not change the administration. Changing the administration could cause failure with IP telephones and other adjunct links.


Type: Enter C-LAN.

Slot: Enter the equipment location of the C-LAN circuit pack.

Code/Suffix: This is a display-only field that shows the designation number of the circuit pack installed in the specified slot.

Node Name: Enter the Communication Manager node name assigned on the Node Names form. In this example, enter voicehost. The same node name cannot be assigned to two different IP interfaces.

IP Address: This field is display-only, taken from the IP Node Names screen, based on the node name entered.

Subnet Mask: Identifies which portion of an IP address is a network address and which is a host identifier. Use the default entry, or check with the LAN administrator on site if connecting through the customer LAN.

Gateway Address: Enter the address of a network node that will serve as the default gateway for the IP interface. If the application goes to points off the subnet, the gateway address of the router is required. If the Communication Manager and Avaya IQ host are on the same subnet, a gateway is not required. If using ethernet only, and a gateway address is administered, no IP routes are required.

Enable Ethernet Port: Enter y to indicate that the Ethernet port associated with the TN2602AP circuit pack is in service. If this is an active board, set to n only when there is no standby, or when the standby has been disabled. Enter n in this field before you make changes to the screen.

Net work Region: For a C-LAN IP interface, use 1.

VLAN: Enter y if this is on a virtual LAN or n for a standard LAN.

Target socket load and Warning level: Enter the maximum number of sockets targeted for this interface. If the number of sockets exceeds the targeted number, a warning alarm is generated.The default is 400.

Receive Buffer TCP Window Size: Enter the threshold for the number of sockets used by this C-LAN, which when reached, triggers a warning message to be sent to the error log.

Link: This display-only field shows the administered link number for an Ethernet link.



Allow H.323 Endpoints: This field controls whether or not IP endpoints can register on the interface.

Allow H.248 Gateways: This field controls whether or not H.248 media gateways (G700, G350, G250) can register on the interface.

Gatekeeper Priority: Appears only if Allow H.323 Endpoints is y and the Communication Manager server is a main server or an LSP. This field does not display on an ESS server. This field allows a priority to be set on the interface. This affects where the interface appears on the gatekeeper list.

Auto: Enter y for auto-negotiation or n for manual speed and duplex settings. If you enter n, you must assign the Speed and Duplex options. Avaya recommends that you use auto-negotiation.

Speed: Enter either 10Mbps or 100Mbps.

Duplex: Enter either full or half.

Adding an ethernet data module

Use the add data-module <extension> command to assign the Ethernet port of the C-LAN circuit pack. Administer the following options:

Data Extension: Enter an unassigned extension number or next on the command line.

Type: Enter ethernet.

Port: Enter the equipment location of the C-LAN circuit pack (TN799). For the ethernet link, always use circuit 17 (for example, 01A0317).

Link: Enter a TCP/IP link number (1-33). This entry corresponds to the Interface Link option on the Processor Channel form.

Name: Enter a name for the data module. This name will display when you list the assigned data modules.

Network uses 1�s for Broadcast Address: This sets the host portion of the IP address to 0s or 1s. The default is yes (all 1s). Use the default if the private network contains only Avaya systems and adjuncts. Enter n only if the network includes non-Avaya systems that use the 0s method of forming broadcast addresses.

Adding the processor interface channels

Use the change communication-interface processor-channels command to assign the processor channel attributes. Administer the following options:

Proc Chan: Select a processor channel for this link.



Enable: Enter n when adding the channel.

Appl: Enter mis for Communication Manager 3.1 and earlier. Enter ccr for Communication Manager 4.0 and later.

Gtwy To: Leave blank.

Mode: Enter s for server.

Interface Link: Enter the TCP/IP link number used on the ethernet data module form.

Interface Chan: Enter the TCP channel number (5000-64500).

Destination Node: Enter the node name of the Avaya IQ host as assigned on the Node Names form.

Destination Port: Use the default of 0.

Session Local/Session Remote: Use 1 for both the local and remote port assignments.

Mach ID: Not used.

Adding IP routing

Use the add ip-route command to set up the IP routes from the Communication Manager to the Avaya IQ host. This is required when:

● The Communication Manager and the Avaya IQ host are on different subnets, or

● When a Gateway Address is not administered for the C-LAN IP interface.


Route Number: If you are going through a router, you must set up IP route 1 from the Communication Manager to the router and set up IP route 2 from the Communication Manager to the Avaya IQ host.

Destination Node: This field represents the node name of the destination for this route. You would typically enter the node name for the Avaya IQ host or a router, depending on your configuration.

Network Bits: Enter a value from 0-30.

Subnet Mask: Enter a subnet mask.

Gateway: Enter the node name of the gateway by which the destination node is reached for this route. This is either the local C-LAN port of the first intermediate node between the C-LAN port and the final destination. For example, if there were one or more routers between the C-LAN port and the final destination node (the Avaya IQ host), the gateway would be the node name of the first router.



C-LAN Board: Enter the equipment location of the C-LAN circuit pack that provides this route. It is possible to have more than one C-LAN circuit pack, but most configurations will only have one C-LAN.

Metric: Specifies the complexity of this IP route. Enter 0 if there are no intermediate nodes between the C-LAN port and the ethernet port on the Avaya IQ host. A metric value of 1 is used only on a Communication Manager that has more than one C-LAN circuit pack installed.

See Administration for Network Connectivity for more information about using this field.

Enabling the processor interface channel

Use the change communication-interface processor-channels command to enable the processor channel. Administer the following options:

Enable: Enter y to enable the channel.

Saving translations

Use the save translation command to save these translations.

Administering a processor ethernet port connectionUse the procedures in this section to administer a network connection when connected to a processor ethernet port. Do the procedures in the following order:

● Verifying the Processor Ethernet port on page 109

● Displaying the processor ethernet port on page 110

● Adding node names and IP addresses on page 110

● Adding the processor interface channels on page 110

● Enabling the processor interface channel on page 111

● Saving translations on page 111

Verifying the Processor Ethernet port

Use the display system-parameters customer-options command to verify that the processor ethernet port is enabled. The Processor Ethernet option is listed in the Optional Features pages. If the processor ethernet port is not enabled, you must apply a new license file to the Communication Manager that has this option enabled.



Displaying the processor ethernet port

Use the display ip-interface procr command to display the IP address to the processor ethernet port. Use this form to verify that the IP interface has been administered.

CAUTION:!

CAUTION: In most cases, the IP interface is already administered. Do not change the administration. Changing the administration could cause failure with IP telephones and other adjunct links.

Adding node names and IP addresses

Use the change node-names ip command to assign the name and IP address of the Avaya IQ host. Administer the following options:

Name: Enter the host name of the Avaya IQ host and any gateway hosts used in the network. The node names can be entered in any order. The names are displayed in alphabetical order the next time the form is displayed. The default node name entry is display-only and is not used for this application.

For consistency, use the Avaya IQ host name as defined when you set the host function. See About sites, hosts, and sources on page 89 for more information.

These names are also used in the IP interfaces, data module, IP routing, and other forms. If you change the node name in this form, it is automatically updated on the other forms.

IP Address: Enter the IP address of the Avaya IQ host and any required gateways.

CAUTION:!

CAUTION: Plan out the network before you assign any IP addresses. Any future changes that require a change to IP addresses will cause a service disruption.

Adding the processor interface channels

Use the change communication-interface processor-channels command to assign the processor channel attributes. Administer the following options:

Proc Chan: Select a processor channel for this link.

Enable: Enter n when adding the channel.

Appl: Enter mis for Communication Manager 3.1 and earlier. Enter ccr for Communication Manager 4.0 and later.

Gtwy To: Leave blank.

Mode: Enter s for server.



Interface Link: Enter the TCP/IP link number.

Interface Chan: Enter the TCP channel number (5000-64500).

Destination Node: Enter the node name of the Avaya IQ host as assigned on the Node Names form.

Destination Port: Use the default of 0.

Session Local/Session Remote: Use 1 for both the local and remote port assignments.

Mach ID: Not used.

Enabling the processor interface channel

Use the change communication-interface processor-channels command to enable the processor channel. Administer the following options:

Enable: Enter y to enable the channel.

Saving translations

Use the save translation command to save these translations.


Appendix E: Proactive Contact link administration

When setting up the link between Avaya IQ and a Proactive Contact system, you can set up the link in a non-encrypted or encrypted mode. Non-encrypted mode must be used prior to Avaya IQ Release 4.2. Encrypted mode must be used with Avaya IQ Release 4.2. Avaya recommends that you use encrypted mode when possible.


● Administering the Proactive Contact link for non-encrypted mode on page 113

● Administering the Proactive Contact link for encrypted mode on page 115

● Changing from non-encrypted to encrypted mode on page 116

Administering the Proactive Contact link for non-encrypted mode

When using Avaya IQ Release 4.1 with Proactive Contact 3.0 or 4.0, the link between the Proactive Contact system and Avaya IQ must be administered in a non-encrypted mode. This must be administered by Avaya services personnel in preparation for the installation of Avaya IQ.

To administer the link for non-encrypted mode:

1. Log in to the Proactive Contact 4.0 server as admin.

2. Enter the following commands to stop the system:

stop_pds

stop_mts

3. Enter the following command to log in as sroot:

su - sroot

4. Enter the password for sroot.

5. Edit the file /opt/avaya/pds/etc/master.cfg. Change the SSLIOP option to SSLIOP:NO.




7. Edit the file /opt/avaya/JacORB/etc/jacorb.properties. Change the jacorb.security.support_ssl=on option to jacorb.security.support_ssl=off.


9. Enter:

exit

10. Enter the following commands to reconfigure and restart the system:

mtsconfigure

start_mts

pdsconfigure

start_pds


su - sroot


13. Enter the following command to add the login used by Avaya IQ to the system:

useradd -c "Avaya IQ Interface" -g pds_system statspmp

14. Enter:

passwd statspmp

15. Change the password to zbtq4tsn or the password to be used in administering the Proactive Contact data source on the Avaya IQ system. You must be able to convey the user name and password administered in this procedure to the person administering the Proactive Contact data source on Avaya IQ.

16. Enter:

exit

17. Log out of the Proactive Contact server.

Note:Note: Other scripts may be required to configure the Proactive Contact system to

operate in non-secure mode. Contact Avaya support concerning this procedure and any other scripts that may need to be implemented.

Administering the Proactive Contact link for encrypted mode


Administering the Proactive Contact link for encrypted mode

When using Avaya IQ Release 4.2 with Proactive Contact 4.0, the link between the Proactive Contact system and Avaya IQ must be administered in an encrypted mode. This must be administered by Avaya services personnel in preparation for the installation of Avaya IQ Release 4.2.

To administer the link for non-encrypted mode:



stop_pds

stop_mts


su - sroot


5. Edit the file /opt/avaya/pds/etc/master.cfg. Change the SSLIOP option to SSLIOP:YES.


7. Edit the file /opt/avaya/JacORB/etc/jacorb.properties. Change the jacorb.security.support_ssl=off option to jacorb.security.support_ssl=on.


9. Enter:

exit


mtsconfigure

start_mts

pdsconfigure

start_pds


su - sroot




13. Enter the following command to add the login used by Avaya IQ to the system:

useradd -c "Avaya IQ Interface" -g pds_system statspmp

14. Enter:

passwd statspmp

15. Change the password to zbtq4tsn or the password to be used in administering the Proactive Contact data source on the Avaya IQ system. You must be able to convey the user name and password administered in this procedure to the person administering the Proactive Contact data source on Avaya IQ.

16. Enter:

exit


Note:Note: Other scripts may be required to configure the Proactive Contact system to

operate in non-secure mode. Contact Avaya support concerning this procedure and any other scripts that may need to be implemented.

Changing from non-encrypted to encrypted modeThis procedure shows how to change a Proactive Contact 4.0 system from non-encrypted to encrypted mode.

CAUTION:!

CAUTION: This change effects all connections with the Proactive Contact system, not just the ones used by Avaya IQ. Because this procedure stops the Proactive Contact system, it should be done out of hours.

To upgrade the link for non-encrypted mode:



stop_pds

stop_mts


su - sroot


5. Edit the file /opt/avaya/pds/etc/master.cfg. Change the SSLIOP option to SSLIOP:YES.

Changing from non-encrypted to encrypted mode



7. Edit the file /opt/avaya/JacORB/etc/jacorb.properties. Change the jacorb.security.support_ssl=off option to jacorb.security.support_ssl=on.


9. Enter:

exit


mtsconfigure

start_mts

pdsconfigure

start_pds

11. Wait a few moments, then check on the health of all components by running the following commands:

check_db

check_mts

check_pds



Index

Index

AActive Directory . . . . . . . . . . . . . . . . . . 18administering

data collection options . . . . . . . . . . . . . 100application host software . . . . . . . . . . . . . . 22

CCall Management System software . . . . . . . . . 27character sets . . . . . . . . . . . . . . . . . . . 46common Communication Manager administration . . 102Communication Manager administration . . . . . . . 99Communication Manager software . . . . . . . .25, 53configuring Oracle parameters . . . . . . . . . . . 45

Ddata collection options . . . . . . . . . . . . . . . 100data sources. . . . . . . . . . . . . . . . . . . . 53database client software . . . . . . . . . . . . .36, 50database connections . . . . . . . . . . . . . . . 44database host software. . . . . . . . . . . . . . . 23database scripts . . . . . . . . . . . . . . . . . . 95database users . . . . . . . . . . . . . . . . . . 48disk partitioning . . . . . . . . . . . . . . . . . . 38

Eenterprise directory . . . . . . . . . . . . . . . . 18enterprise directory software . . . . . . . . . . . . 27

Ffirewall ports . . . . . . . . . . . . . . . . . . . . 28

IImplementation Planning Tool . . . . . . . . . . . 12installing Red Hat Linux . . . . . . . . . . . . . . 37

Llicensing . . . . . . . . . . . . . . . . . . . . . 15

NNet Service Name . . . . . . . . . . . . . . . . . 51network management . . . . . . . . . . . . . . . . 18network requirements . . . . . . . . . . . . . . . . 17

Ooperating system requirements . . . . . . . . . . . 33

Ppartitioning the database OS . . . . . . . . . . . . 44permissive use policy . . . . . . . . . . . . . . . . 32pop-up blocker settings . . . . . . . . . . . . . . . 25Proactive Contact software . . . . . . . . . . . 26, 54

Rremote access requirements . . . . . . . . . . . . 14

Ssecurity certificates . . . . . . . . . . . . . . . . . 27software requirements . . . . . . . . . . . . . . . 21start of week day . . . . . . . . . . . . . . . . . . 14

Ttablespaces . . . . . . . . . . . . . . . . . . . . 46

Uuser permissions . . . . . . . . . . . . . . . . . . 48

Wweb browser software. . . . . . . . . . . . . . . . 24worksheets. . . . . . . . . . . . . . . . . . . . . 75

application host . . . . . . . . . . . . . . . . . 83Communication Manager . . . . . . . . . . . . 89database host . . . . . . . . . . . . . . . . . . 77firewall ports . . . . . . . . . . . . . . . . . . 87Proactive Contact . . . . . . . . . . . . . . . . 91


Index

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