Avaya IQAvaya IQ Preparing for Implementation November 2007 7 Implementation planning prerequisites...

Avaya IQPreparing for Implementation

Release 4.0November 2007

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Avaya IQ Preparing for Implementation November 2007 3

Implementation planning prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . 7Implementation Planning Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Installing the OS and database software . . . . . . . . . . . . . . . . . . . . . . . 8Collecting setup data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Start of week day. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Services remote access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10User IDs created during installation . . . . . . . . . . . . . . . . . . . . . . . . . 11Network requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Integrating with Active Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Planning for CMS and OA data migration . . . . . . . . . . . . . . . . . . . . . . 12

Software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Application host software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Database host software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Web browser software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Communication Manager software . . . . . . . . . . . . . . . . . . . . . . . . . . 15Proactive Contact software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Call Management System software. . . . . . . . . . . . . . . . . . . . . . . . . . 16Enterprise directory software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Security certificates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Firewall port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Permissive use policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Setting up the operating system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Operating system setup requirements . . . . . . . . . . . . . . . . . . . . . . . . 21

Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Event logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Encryption . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Firewall port setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Time synchronization and time zone setup . . . . . . . . . . . . . . . . . . . 23OS and database compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . 23User ID requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Installing the database client software . . . . . . . . . . . . . . . . . . . . . . 24

Installing the Red Hat Linux operating system . . . . . . . . . . . . . . . . . . . 24

Setting up database software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Partitioning the OS for the database . . . . . . . . . . . . . . . . . . . . . . . . . 36

Contents

Contents

4 Avaya IQ Preparing for Implementation November 2007

Creating database connections. . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Configuring Oracle parameters to improve Avaya IQ performance . . . . . . . . 36Setting up character sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Creating tablespaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Creating database users and applying permissions . . . . . . . . . . . . . . . . 39Installing the database client software . . . . . . . . . . . . . . . . . . . . . . . . 41Creating a Net Service Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Setting up data sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Setting up Communication Manager software. . . . . . . . . . . . . . . . . . . . 43Setting up Proactive Contact software . . . . . . . . . . . . . . . . . . . . . . . . 44

Using the Configuration Audit Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Running the Configuration Audit Tool . . . . . . . . . . . . . . . . . . . . . . . . 45

Installing the Configuration Audit Tool . . . . . . . . . . . . . . . . . . . . . 46Uninstalling the Configuration Audit Tool . . . . . . . . . . . . . . . . . . . . 47Test descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Information required to run database tests . . . . . . . . . . . . . . . . . . . 49Test result files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Running an installation audit . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Verifying application host configurations . . . . . . . . . . . . . . . . . . . . 51Running a database audit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Running a DBA audit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Running individual tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Running tests using an input file . . . . . . . . . . . . . . . . . . . . . . . . . 54

Appendix A: Customer information worksheets . . . . . . . . . . . . . . . . . . . . 57Database host worksheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Basic database host information . . . . . . . . . . . . . . . . . . . . . . . 59Data store information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Tablespace information . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Application host worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Firewall port conflicts worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Communication Manager worksheet . . . . . . . . . . . . . . . . . . . . . . . . . 69Proactive Contact worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Active Directory worksheet for LDAP integration . . . . . . . . . . . . . . . . . . 73

Appendix B: Sample database scripts . . . . . . . . . . . . . . . . . . . . . . . . . . 75How to download sample database scripts . . . . . . . . . . . . . . . . . . . . . 75Sample database scripts for creating tablespaces . . . . . . . . . . . . . . . . . 76

Contents


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

Appendix C: Communication Manager link administration. . . . . . . . . . . . . . . 81Administering a link between Communication Manager and Avaya IQ . . . . . . 81

Administering data collection options . . . . . . . . . . . . . . . . . . . . . . 82Administering UCID options . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

UCID feature options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82UCID trunk options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Administering the Avaya IQ and Communication Manager release options . 83Verifying the Communication Manager release . . . . . . . . . . . . . . . 84Verifying the customer options . . . . . . . . . . . . . . . . . . . . . . . . 84Setting the reporting adjunct release. . . . . . . . . . . . . . . . . . . . . 84

Administering a C-LAN connection . . . . . . . . . . . . . . . . . . . . . . . 85Adding node names and IP addresses . . . . . . . . . . . . . . . . . . . . 85Listing IP interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86Adding a C-LAN IP interface . . . . . . . . . . . . . . . . . . . . . . . . . 86Adding an ethernet data module . . . . . . . . . . . . . . . . . . . . . . . 87Adding the processor interface channels . . . . . . . . . . . . . . . . . . 88Adding IP routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89Enabling the processor interface channel . . . . . . . . . . . . . . . . . . 89Saving translations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Administering a processor ethernet port connection . . . . . . . . . . . . . . 90Verifying the Processor Ethernet port . . . . . . . . . . . . . . . . . . . . 90Displaying the processor ethernet port . . . . . . . . . . . . . . . . . . . 90Adding node names and IP addresses . . . . . . . . . . . . . . . . . . . . 90Adding the processor interface channels . . . . . . . . . . . . . . . . . . 91Enabling the processor interface channel . . . . . . . . . . . . . . . . . . 91Saving translations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Contents



Implementation planning prerequisites

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

This section includes the following topics:

● Implementation Planning Tool on page 7

● Installing the OS and database software on page 8

● Collecting setup data on page 8

● Start of week day on page 9

● Services remote access on page 9

● Licensing on page 10

● User IDs created during installation on page 11

● Network requirements on page 11

● Integrating with Active Directory on page 12

● Planning for CMS and OA data migration on page 12

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

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

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

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



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

● Software requirements on page 13

● Setting up the operating system on page 21

● Setting up database software on page 35

After you install the OS on the application hosts, you must test the installation to verify that it is ready to install Avaya IQ software. These tests are described in Using the Configuration Audit Tool on page 45.

Collecting setup 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 A: Customer information worksheets on page 57.

Start of week day


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 65.

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. Briefly, the following two methods are used by Avaya services to support your deployment:

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

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

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

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

3. The customer gives control of the dedicated personal computer to the Avaya personnel.

4. The Avaya personnel access the host machines from the personal computer to install, configure, and administer the hosts.

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

6. The Web conferencing session is ended.



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

● An approved X-Windows package such as Cygwin or Hummingbird Exceed. Xlite-Pro is not an approved package.

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

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

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

● Remote Feature Activation (RFA) User Guide

● Getting Started with Remote Feature Activation (RFA)

These documents can be found on the Avaya support site:

http://support.avaya.com

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

● Host ID (MAC address or HWaddr) of the host where the All Functions or Administration host function will be installed. This host is where WebLM will be installed, and it is the only host where the license file is installed. You can use the Linux ifconfig command to display the Host ID.

● SAP order number

● BusinessPartner Tier I and Tier II information, if applicable

● Customer contact information


User IDs created during installation


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

The following user IDs are created during installation:

● avaya - used for initial administration

● craft - used by Avaya services personnel

● cust - default customer user ID

● genericldap1 - used for internal LDAP processing

● genericldap2 - used for internal LDAP processing

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

● replicator1 - used to identify the CUS system being used

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

● tomcat5 - used for the web server processing

● tsc - used by Avaya services personnel

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

Network requirementsApplication hosts at a single site must be connected to a high speed shared TCP/IP local area network (LAN). The LAN must have a minimum bandwidth of 100 Mbps, operating at full duplex.

Application hosts at different sites must be connected to a wide area network (WAN). The WAN must have a minimum bandwidth of 2 Mbps. Requirements for this bandwidth and any other issues around latency are provided as a report from the Implementation Planning Tool.

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



Domain name system (DNS) can be used to define IP addresses in the customer network. If DNS is not used, you must use specific IP addresses on every host or set up the /etc/hosts files correctly on every host. If the host files are not set up properly, you may suffer performance penalties or other problems when the OS attempts to do DNS lookups. You must configure your deployment connectivity consistent with your underlying network infrastructure, which may or may not include DNS servers.

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

Different sites can be separated by firewalls. For more information about ports for firewall configuration, see Firewall port usage on page 17.

Integrating with Active 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 95. Coordinate this work with the provisioning teams. Use the Active Directory worksheet for LDAP integration on page 73 to collect Active Directory options.

Planning for CMS and OA data 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.


Software requirements

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

● Application host software on page 13

● Database host software on page 14

● Web browser software on page 14

● Communication Manager software on page 15

● Proactive Contact software on page 15

● Call Management System software on page 16

● Enterprise directory software on page 16

● Security certificates on page 17

● Firewall port usage on page 17

● Permissive use policy on page 20

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

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

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

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

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

not work with any Red Hat Linux clone software.

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

The Oracle software on the application host is used to make connections to the database host. Install only the client software. See Installing the database client software on page 41 for more information.



● Network Time Protocol (NTP) time synchronization client software

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

See Setting up the operating system on page 21 for more details about installing and setting up the Red Hat Linux OS.

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

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

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

● Users and tablespaces must be administered on the database. See Setting up database software on page 35 for more information.

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

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

● Microsoft Windows XP SP2

● Microsoft Internet Explorer 6.0 SP2

● Microsoft Internet Explorer 7.0

● Firefox 2.0

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

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

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

● Printer installed with proper drivers for printing reports

Communication Manager software


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

Note: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 softwareThis section describes requirements for Communication Manager systems used as sources to Avaya IQ.

● Communication Manager software releases:

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

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

source.

● Expert Agent Selection (EAS) must be enabled

● Network Time Protocol (NTP) time synchronization client software

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

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

● Proper administration of contact center data collection features; see Appendix C: Communication Manager link administration on page 81.

Proactive Contact softwareThis section describes requirements for Proactive Contact systems.

● Proactive Contact 3.0.1 SP1

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

● Patches PC3_739, PC3_740, PC3_747, PC3_766, PC3_792, DST_2007_PC3_824, and PC3_881 must be installed



● Already configured to work with a Communication Manager system

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

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

Multiple Proactive Contact dialers can be deployed in an administrative group called a pod. The dialers are grouped only for administration purposes and otherwise function independently. Avaya IQ does not directly represent the pod configuration, although Avaya IQ can connect to the individual dialers in the pod.

● Network Time Protocol (NTP) time synchronization software

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

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

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

● CMS R14, all versions

Enterprise directory 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 95 in Avaya IQ Administration.

Security certificates


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 67.

The following definitions describe the headings used in the table.

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

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

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

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

Source Destination

Initiator Ports Receiver Port

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

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

25



Web Browser Dynamic, intranet Apache 80

Linux network time protocol daemon, ntpd (each host)

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

123

User Service (Admin or All Functions host)

Dynamic slapd (Admin or All Functions host)

389

Linux network time protocol daemon, ntpd (each host)

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

631

User Service (Admin or All Functions host)

Dynamic slapd (Admin or All Functions host)

636

Oracle 1031

DSS DSS 1099

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

Dynamic, intranet Oracle SQL*Net (database host)

1521

Event Manager(Data Processing host)

System Mgmt Tomcat (Admin or All Functions host)

5001

CM Adaptor(Data Processing host)

Dynamic, intranet Communication Manager 5002

Local managed entities (each host)

Dynamic, local host (loopback)

Child watchd (each host) 7010

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

Parent watchd (each host) 7011

License management client (each host)

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

8080, 8443

License management admin - Web browser

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

8080, 8443

Reporting host Dynamic, intranet Tomcat (Reporting host) 9300

Reporting host Dynamic, intranet Tomcat (Reporting host) 9334

Reporting Application entities (Reporting host)

Dynamic Reporting Application Log Server (Reporting host)

9362

Web Browser or command line

Dynamic, intranet Tomcat (Reporting host) 9399

Source Destination


Firewall port usage


All peer Service Locators and clients (each host)

10000 Service Locator (each host)

10010

Web services access to Data Export

10080 10080

Web Browser 18443 Reporting User Interface 18443

PC Adaptor (Data Processing host)

31004 Proactive Contact 23120





Tomcat Service Dynamic Tomcat (Admin or All Functions host)

28005

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

28080

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

28443

28444

JBoss Jboss Instances 31001-31049

Event Mgmt Forwarder (Data Processing host)

50025 Historical Fact Recorder (Admin or All Functions host)

31001

Network Log Server(Admin or All Functions host)

31050 Alarm Server (Admin or All Functions host)

31050

Log client(each host)

31050 Host Log Server (each host)

31050

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

31050

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

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

SDAS 31050

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

50000

Subsystem Administration(Admin or All Functions host))

31050 Lifecycle Manager (each host)

50000

Source Destination




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

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

50001

PCS Adapter(Data Processing host)

50027 Historical Event Processor(Data Processing host)

50025

Proactive Contact 23200 PCS Adaptor (Data Processing host)

50027

Event Management (Data Processing host)

50025 PCS Adaptor (Data Processing host)

50027

Historical Fact Recorder (Admin or All Functions host)

31001 IRS (Admin or All Functions host)

52222

Historical Dim Recorder (Admin or All Functions host)

31002 IRS (Admin or All Functions host)

52222

Many entities (each host) Dynamic, intranet ActiveMQ (each host) 61616

Many entities (each host) Dynamic, intranet ActiveMQ 61617

Source Destination



Setting up the operating system

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


● Operating system setup requirements on page 21

● Installing the Red Hat Linux operating system on page 24

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 21

● Event logging on page 22

● Encryption on page 22

● Firewall port setup on page 22

● Time synchronization and time zone setup on page 23

● OS and database compatibility on page 23

● User ID requirements on page 23

● Installing the database client software on page 24

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 internet 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 the following resources:

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

http://www.cisecurity.org/

http://www.redhat.com

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.

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

Firewall port 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 17 to properly configure external firewalls and Linux-based IP tables.

http://www.cisecurity.org/

http://www.redhat.com

Operating system setup requirements


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.

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 13. The database host can use any OS that supports the proper version of the database software, also documented in Software requirements on page 13. For example, your application hosts must have the proper version of the Linux Red Hat OS, but your database host can use Sun Solaris as the OS for the Oracle database software.

User ID 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 similar user IDs because they will conflict with the Avaya user IDs. See User IDs created during installation on page 11 for more information about user IDs created during installation.

● The customer must provide, as part of installation, an OS user ID that can be associated with the installed files. Most installed files will be owned by this user and will be a member of the group with the same name. This user ID will appear when you display the permissions of the files, as well as when you list the processes that are executing on the host. Many Avaya IQ processes run as this user ID. This user ID does not have login capability, so do not select a user ID that you also want to use as an active login ID.



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 a Dual Host deployment

● Administration on a Multiple Host deployment

● Reporting on a Multiple Host deployment

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

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

Use the instructions found in Oracle Database Client Installation Guide when installing the Oracle client database software on the application hosts. When installing the client software, you can use either of the following installation types:

● Administrator

● Runtime

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

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

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

shown in this section are only for application hosts.

Before you begin the installation, collect the following information:

● Confirm that your hardware is compatible with Red Hat Linux Version 4, Update 4 or 5. See the following Web site:

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

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



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

Installing the Red Hat Linux operating system


● Record the size of the physical memory of each host. If you do not know this, it should be displayed immediately after power-on. Press Esc or enter the BIOS configuration if necessary.

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

● Check the physical memory using the following commands:

type free

cat /proc/meminfo

To install the operating system:

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

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

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

● Once the boot: prompt appears, the installation program automatically begins if you take no action within the first minute. You can press Enter to start the installation.

● If you press a help screen function key, there is a slight delay while the help screen is read from the boot media.

The CD Found dialog is displayed.

2. Select Skip.

The Welcome dialog is displayed.

3. Select Next.The Language Selection dialog is displayed.

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

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

5. Select Next.The Keyboard Configuration dialog is displayed.

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

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

7. Select New Install.



8. Select Next.The Disk Setup dialog is displayed.

Partitioning allows you to divide your hard drive into isolated sections, where each section behaves as its own hard drive. If you are not sure how you want your system to be partitioned, read Appendix D An Introduction to Disk Partitions in the Red Hat installation document for more information. You can choose to perform automatic partitioning or manual partitioning using Disk Druid.

9. Select Manually partition with Disk Druid.

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

11. Select Next.12. If there are any partitions on the hard drive select them and delete them. To delete a

partition, highlight it in the Partitions section and select Delete.

A confirmation message is displayed.



13. Confirm the deletion when prompted.

14. To add a new partition, select New.

The Add Partition dialog is displayed.

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

Mount point Type Minimum recommend size

n/a swap Use the following recommendations to calculate swap space:● If RAM is 1024 MB or less, set swap size to 2 times

the size of the RAM.● If RAM is between 1025 MB and 2048 MB, set

swap size to 1.5 times the size of the RAM.● If RAM is between 2049 MB and 8192 MB, set the

swap size equal to the size of the RAM.● If RAM is more than 8192 MB, set swap size to

0.75 times the size of the RAM.● If the swap space is larger than 2 GB, you should

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

/ ext3 2048 MB

/avaya1 ext3 8192 MB

/boot ext3 512 MB



15. Administer the following options:

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

● File System Type: Using the pull-down menu, select the appropriate file system type for this partition.

● Allowable Drives: This field contains a list of the hard disks installed on your system. If a hard disk's box is highlighted, then a desired partition can be created on that hard disk. If the box is not checked, then the partition will never be created on that hard disk. By using different settings, you can have Disk Druid place partitions where you need them, or let Disk Druid decide where partitions should go.

● Size (MB): Enter the size (in megabytes) of the partition. A minimum 100 MB partition will be created if you do not select a larger value.

● Additional Size Options: Choose whether to keep this partition at a fixed size, to allow it to grow (fill up the available hard drive space) to a certain point, or to allow it to grow to fill any remaining hard drive space available. If you choose Fill all space up to (MB), you must give size constraints in the field to the right of this option. This allows you to keep a certain amount of space free on your hard drive for future use.

● Force to be a primary partition: Select whether the partition you are creating should be one of the first four partitions on the hard drive. If unselected, the partition is created as a logical partition.

16. Select OK to create the partition.

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

18. Once you have created all partitions on the disk, select Next.The Boot Loader Configuration dialog is displayed.

/home ext3 2048 MB

/opt1 ext3 20480 MB plus any remaining space

/tmp1 ext3 4096 MB

/u01 ext3 10240 MB

/usr ext3 10240 MB

/var1 ext3 10240 MB1. Mount point name and size required for Avaya IQ.

Mount point Type Minimum recommend size



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

The installation program automatically detects any network devices (ethernet ports) you have and displays them in the Network Devices list. The only network device you should activate is eth0.



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

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

22. Select OK.

The Network Configuration dialog is displayed.

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



24. Select Next.The Firewall Configuration dialog is displayed.

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

● Enable firewall for all application hosts.

● Remote Login for all application hosts

● Web Server for All Functions, Administration, and Reporting hosts

● Enable SELinux Active for all application hosts

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

26. Select Next.The Additional Language Support dialog is displayed.

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



28. Select Next.The Time Zone Configuration dialog is displayed.

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

30. Select Next.The Set Root Password dialog is displayed.

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

32. Select Next.The Package Installation Defaults dialog is displayed.

33. Select Customize software packages to be installed.

34. Select Next.The Package Group Selection dialog is displayed.



35. Scroll down to the Miscellaneous section and select Minimal. When Minimal is selected, all other software packages are unselected. Avaya recommends that you install the minimal set of packages, which is adequate to support Avaya IQ. The Minimal option will not provide a GUI-based console environment, but you can do a GUI install remotely if needed.

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

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

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

● GNOME Desktop Environment

● Editors (optional)

● Graphical Internet

● Text-based Internet

● Server Configured Tools

● Web Server

● Windows File Server (optional)

● Administration Tools

● Printing Support (optional)

36. Select Next.The About to Install dialog is displayed.

37. Select Next.The Check for Install CDs dialog is displayed.

38. Select Continue.

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

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

After the normal power-up sequence, the graphical boot loader prompt is displayed. Do whatever is appropriate to boot Red Hat Enterprise Linux. One or more screens of messages should scroll by. Eventually, a login: prompt or a GUI login screen appears.

40. Avaya IQ requires that you manually install several RPM packages on the application hosts. In addition to the RPMs listed here, you may need to install other RPMs after you run the Configuration Audit Tool tests (see Using the Configuration Audit Tool on page 45). Install the following RPM packages using the standard Linux RPM package installation commands:



● compat-db-4.1.25-9

This RPM is required by Apache for the Report Gateway on the Reporting host for libdb-4.1.so.

● xorg-x11-deprecated-libs-6.8.1-23.EL.i386.rpm (or greater) and xorg-x11-xauth-6.8.2-1.EL.13.36 (or greater)

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

● ntp-4.2.0.a.20040617-4.EL4.1

This RPM provides the NTP service.

● firefox-1.5.0.3-0.2.EL4

This RPM installs the Firefox browser on the server.

● openldap-2.2.13-4, openldap-servers-2.2.13-4, and openldap-clients-2.2.13-4 (or greater)

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

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

This RPM is required for the reporting application.

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

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

41. Configure NTP on the host. If you installed a GUI interface, use the system-config-date command to set your system time and NTP synchronization source. You can also edit the /etc/ntp.conf file to set the NTP synchronization source.

42. Register your OS installation.

43. Repeat this procedure for each application host that will be used for Avaya IQ software.


Setting up database software

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

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

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

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

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

● Partitioning the OS for the database on page 36

● Creating database connections on page 36

● Configuring Oracle parameters to improve Avaya IQ performance on page 36

● Setting up character sets on page 37

● Creating tablespaces on page 37

● Creating database users and applying permissions on page 39

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

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

As you create these required options, tablespaces, and users on the database host, use the Database host worksheets on page 59 to collect this information for yourself and for the Avaya or BusinessPartner personnel who will install Avaya IQ.

To assist you in creating the tablespaces and users, we have provided a set of sample scripts that you can use when building your own scripts. These scripts are found in Appendix B: Sample database scripts on page 75.

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

● Installing the database client software on page 41

● Creating a Net Service Name on page 41

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



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

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

Setting up character sets


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

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

Setting up character 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 39. The recommended size of the tablespaces are provided by the Implementation Report for Customer from the Implementation Planning Tool. These values are based on your contact center traffic and sizing, which are inputs to the Implementation Planning Tool. The sizes from the Implementation Planning Tool are a starting point and you must monitor your system to ensure that the tablespaces have enough space for day to day operation.

Initialization parameter Size

pga_aggregate_target 1258291 KB

sga_max_size 1536 MB

sga_target 1536 MB



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

The following table shows the tablespaces associated with some of the database users created in Creating database users and applying permissions on page 39. After you have created the tablespaces and database users, use the scripts in Appendix B: Sample database scripts on page 75 as a guideline when you build scripts to associate the users with the correct tablespaces. Use the names in this table when you create the tablespaces.

Purpose Name

One tablespace to store the historical report dimension data

RPT_DIM_TBL

Ten tablespaces to store the historical report fact data

RPT_HIST01_TBL

RPT_HIST02_TBL

RPT_HIST03_TBL

RPT_HIST04_TBL

RPT_HIST05_TBL

RPT_HIST06_TBL

RPT_HIST07_TBL

RPT_HIST08_TBL

RPT_HIST09_TBL

RPT_HIST10_TBL

One tablespace to store the real-time report data RPT_RT_TBL

Purpose Name

One tablespace to store data related to the default application user

RPT_APPLICATION_TBL

One tablespace to store the system data store data

RPT_SDS_TBL

One tablespace to store the reporting tool data RPT_CONTENT_TBL

One tablespace to store the reporting user interface data

RPT_UI_TBL

Creating database users and applying permissions


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

Creating database users and applying permissionsYou must create several users and give those users specific permissions so that the application software can access the different data stores. Use the names in the following table when you create the database users. These users are associated with the tablespaces created in Creating tablespaces on page 37. After you have created the tablespaces and database users, use the scripts in Appendix B: Sample database scripts on page 75 as a guideline to associate the users with the correct tablespaces. Record your user names in the Database host worksheets on page 59.

CAUTION:!

CAUTION: Database user names must not exceed 27 characters. Avaya IQ appends three characters to the user name and Oracle has a 30 character limit for user names. Use the names shown in this table to stay within the character limit. Once you have assigned user names and passwords on the database, you cannot change those user names and passwords during operation of Avaya IQ Release 4.0.

Purpose User name

Historical Data Store owner RPT_HIST_OWNER_USR

Historical Data Store user with read-write permission1

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

RPT_HIST_RW_USR

Historical Data Store user with read-only permission1 RPT_HIST_RO_USR

Real-time Data Store user RPT_RT_USR

System Data Store user RPT_SDS_USR

Content Data Store user RPT_CONTENT _USR

Reporting UI Data Store user RPT_UI_USR



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

Assign permissions to the data store users as shown in the following table:

Permissions Historical Data Store Real-time Data Store User

System Data Store User

Content Data Store User

Reporting UI Data Store User

Base User

Read-Write User

Read-Only User

CREATE SESSION

Yes Yes Yes Yes Yes Yes Yes

CREATE TABLE Yes No No Yes Yes Yes Yes

CREATE VIEW Yes No No Yes Yes Yes Yes

CREATE PROCEDURE

Yes No No Yes Yes Yes Yes

CREATE TRIGGER


CREATE SEQUENCE


CREATE ROLE Yes No No Yes No Yes Yes

UNLIMITED TABLESPACE TO <each application tablespace>

Yes Yes No Yes Yes Yes Yes

QUERY REWRITE Yes No No Yes No No No

CREATE MATERIALIZED VIEW

Yes No No Yes No No No

Installing the database client software


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 a Dual Host deployment

● Administration on a Multiple Host deployment

● Reporting on a Multiple Host deployment

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

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

Use the instructions found in Oracle Database Client Installation Guide when installing the Oracle client database software on the application hosts. When installing the client software, you can use either of the following installation types:

● Administrator

● Runtime

Creating a Net Service 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 (Dual Host deployment)

● Reporting (Multiple Host deployment)

To create a Net Service Name, you must edit the Oracle tnsnames.ora file on the application hosts. This file is typically found at $ORACLE_HOME/network/admin/tnsnames.ora. You must add an entry for the Net Service Name. The entry you add depends on whether you are using a single database instance or a RAC database instance. You can create any value as the Net Service Name.



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

In this example:

● <Net_Service_Name> is the Net Service Name that you have chosen

● <DB_host> is the name of the single database host

● <service_name> is the database service name

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

In this example:

● <Net_Service_Name> is the Net Service Name that you have chosen

● <DB_hostN> are the names of each database host in the RAC configuration

● <service_name> is the database service name

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

<Net_Service_Name> =(DESCRIPTION = (ADDRESS = (PROTOCOL = TCP)(HOST = <DB_hostN>)(PORT = 1521)) (ADDRESS = (PROTOCOL = TCP)(HOST = <DB_hostN>)(PORT = 1521))

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


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 a Dual Host

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


● Setting up Communication Manager software on page 43

● Setting up Proactive Contact software on page 44

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. Product software cannot be installed without the presence of a functioning time synchronization service.

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

● Proper administration of contact center data collection features, verified during implementation. See Appendix C: Communication Manager link administration on page 81. Verify that all queues and routing points are administered for measuring by Avaya IQ.

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.

● In Avaya IQ 4.0, you may associate one Proactive Contact system with a single Communication Manager system. You cannot associate a Proactive Contact system to more than one Communication Manager system.

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

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

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

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


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. These tests also create a file that contains database user names and connection strings that are used during implementation.

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

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

● To confirm connectivity between the application hosts.

● To confirm the maximum number of historical database processes.

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

You can run groups of tests, you can run each test individually, or you can run tests using an input file that contains the required test input answers.


● Installing the Configuration Audit Tool on page 46

● Uninstalling the Configuration Audit Tool on page 47

● Test descriptions on page 47

● Information required to run database tests on page 49

● Test result files on page 50

● Running an installation audit on page 50

● Verifying application host configurations on page 51



● Running a database audit on page 52

● Running a DBA audit on page 53

● Running individual tests on page 53

● Running tests using an input file on page 54

Installing the Configuration Audit 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 from the product download Web site. Avaya recommends that you check the version on the installation disc and the Web site and use the most up to date version.

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

● tcl-8.4.7-2.i386.rpm

● expect-5.42.1-1.i386.rpm

These RPMs should be available from the Linux RedHat installation disc. The commands to install these RPMs are shown later in this section.

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

support Web site:


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

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

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

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

8. Unzip the package of files onto your PC.

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

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

2. Log on as root.


Running the Configuration Audit Tool


3. Enter the following commands:

mount /dev/cdrom mnt

cd /mnt

cp <CAT_Package> /avaya/

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

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

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

2. Enter the following commands:

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

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

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

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

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

Uninstalling the Configuration Audit 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.

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) Reporting_Conn: Confirms connectivity to the reporting software.

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

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

28) PCVersion: Displays version information for any connected Proactive Contact system. You must know the account login and password, and the Proactive Contact System name.

Information required to run database 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 A: Customer information worksheets on page 57 and reuse any information collected by the customer.

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

Database user name and password: This is the user name and password assigned to each of the data stores, historical, real-time, and so on. See Creating database users and applying permissions on page 39 in Avaya IQ Preparing for Implementation.

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

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

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



Database service name: This is the Oracle Service Name administered in the tnsnames.ora file. See Creating a Net Service Name on page 41 in Avaya IQ Preparing for Implementation.

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

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

Reporting interface user ID and password: This is the user name assigned the Reporting UI data store. The default name suggested by Avaya is RPT_UI_USR, but you must use whatever was administered on the database. This is the same user ID as when you run the RUI_DB_Connectivity test. See Creating database users and applying permissions on page 39 in Avaya IQ Preparing for Implementation.

TNS Name: This is the Oracle Net Service Name administered in the tnsnames.ora file. See Creating a Net Service Name on page 41 in Avaya IQ Preparing for Implementation.

Test result 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.

● 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 59 when the database host was installed and set up. If this information is not readily available, the customer must provide this information.

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


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 59 when the database host was installed and set up. If this information is not readily available, the customer must provide this information.

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


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 59 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 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:


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

# Exit CATq



2. Enter:

./cat.sh

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

4. Quit out of the tool.

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

cp .input InputFile

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

7. Enter:

./cat.sh --responseFile=InputFile

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

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




Appendix A: Customer information worksheets

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

This section includes the following worksheets:

● Database host worksheets on page 59

● Application host worksheet on page 65

● Firewall port conflicts worksheet on page 67

● Communication Manager worksheet on page 69

● Proactive Contact worksheet on page 71

● Active Directory worksheet for LDAP integration on page 73



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

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.



Tablespace information

Tablespaces Name Size1


Dimension report data RPT_DIM_TBL

Historical fact report data 1 RPT_HIST01_TBL










Real-time data RPT_RT_TBL

Default application data RPT_APPLICATION_TBL

Dimensional data RPT_SDS_TBL

Content store data RPT_CONTENT_TBL

Reporting UI data RPT_UI_TBL



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



Firewall port conflicts worksheet


Firewall port conflicts worksheetBased on the firewall ports that Avaya IQ uses as described in Firewall port usage on page 17, list any firewall ports that will need to be changed during Avaya IQ implementation. Give this information to the Avaya or BusinessPartner team before they begin your implementation.

Firewall port Reason for conflict



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 C: Communication Manager link administration on page 81 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 CLAN or processor ethernet port IP addresses.

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

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


Name

Description (including model number)

IP address (CLAN or processor ethernet)

TCP port

Release1


Source ID

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

Account login statspmp

Account password (default, if never changed)

Source ID

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 B: Sample database scripts

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


● How to download sample database scripts on page 75

● Sample database scripts for creating tablespaces on page 76

● Sample scripts for creating users and tablespace associations on page 78

How to download sample database scriptsTo download sample database scripts from the Web site:

1. From a PC that has SSH copy access to your database host, browse to the Avaya support Web site:


2. Select Download Center.3. Log in to the support center. If you are not registered, register your installation using your

Sold To number.

4. From the list of products, select Avaya IQ.

5. Download the Avaya IQ Sample Database Scripts to your PC.

6. Copy the script from your PC to the /tmp directory on your database host.




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

CREATE BIGFILE TABLESPACE "RPT_HIST01_TBL" DATAFILE '/u01/app/oracle/oradata/reporting/RPT_HIST01_TBL' SIZE 4G REUSE AUTOEXTEND ON NEXT 256M MAXSIZE 7G LOGGING EXTENT MANAGEMENT LOCAL SEGMENT SPACE MANAGEMENT AUTO;










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

Sample database scripts for creating tablespaces


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

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

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

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



Sample scripts for creating users and tablespace associations

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

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

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

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

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

Sample scripts for creating users and tablespace associations


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

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




Appendix C: Communication Manager link administration

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


● Administering a link between Communication Manager and Avaya IQ on page 81

Administering a link between Communication Manager and Avaya IQ

After you associate the Communication Manager systems to your hosts (Creating and associating sources on page 80 in Avaya IQ Implementation), you must administer the links from the Communication Manager systems to the hosts. This section provides those procedures. You must do the procedures in this section for every Communication Manager that connects to the Avaya IQ system.

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

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


● Administering data collection options on page 82

● Administering UCID options on page 82

● Administering the Avaya IQ and Communication Manager release options on page 83

● Administering a C-LAN connection on page 85

● Administering a processor ethernet port connection on page 90



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 82

● UCID trunk options on page 83

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.

Send UCID to ASAI: Found on Page 12 or 13, set this option to y.

UCID trunk options

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

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

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

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

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

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

Administering the Avaya IQ and Communication Manager release options

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

Software release Administration options

G3 Version

Call Center Release

Reporting Adjunct Release

Communication Manager 3.1 V13 3.0 R13.1

Communication Manager 4.0 V14 4.0 4.0



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

● Verifying the Communication Manager release on page 84

● Verifying the customer options on page 84

● Setting the reporting adjunct release on page 84

Verifying the Communication Manager release

The Communication Manager release number must be administered when you create the Communication Manager data sources on Avaya IQ. This procedure is documented in Creating Communication Manager sources on page 80. To accurately administer the Communication Manager release, use the list configuration software-versions command to display the software installed on the Communication Manager system. The software release numbers are interpreted as shown in the following examples:

● R013x.01.4.642.1 means Release 3.1.4, load 642.1

● R014x.00.1.731.2 means Release 4.0.1, load 731.2

Verifying the customer options

Using the display system-parameters customer-options command, check the following options:

G3 Version: this option is found on Page 1. For Communication Manager 3.1, this option must be set to V13. For Communication Manager 4.0, this option must be set to V14. If the software version is not correct, you must apply a new license file that has the correct version.

Call Center Release: This option is found on Page 6. For Communication Manager 3.1, this option must be set to 3.0. For Communication Manager 4.0, this option must be set to 4.0. If the release number is not correct, you must apply a new license file that has the correct release.

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

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

Setting the reporting adjunct release

Using the change system-parameters features command, set the Reporting Adjunct Release option found on Page 12. The option names and settings are different based on the Communication Manager software installed on the system. See the Release option in Creating Communication Manager sources on page 80 for the interactions of these options.

● If the Communication Manager software release is 3.1 and the CMS release is R13.1, set the Reporting Adjunct Release option to R13.1.



● If the Communication Manager software release is 3.1 and there is no CMS being used in the configuration, set the Reporting Adjunct Release option to R13.1.

● If the Communication Manager software release is 4.0 and the CMS (appl mis) option is R13.1, set the CCR (appl ccr) option to 4.0.

● If the Communication Manager software release is 4.0 and the CMS (appl mis) option is R14.0, set the CCR (appl ccr) option to 4.0.

● If the Communication Manager software release is 4.0 and there is no CMS being used in the configuration, set the CCR (appl ccr) option to 4.0.

Administering a C-LAN 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 85

● Adding a C-LAN IP interface on page 86

● Adding an ethernet data module on page 87

● Adding the processor interface channels on page 88

● Adding IP routing on page 89

● Enabling the processor interface channel on page 89

● Saving translations on page 89

Adding node names and IP addresses

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

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

For consistency, use the Avaya IQ host name as defined when you set the host function. See About sites, hosts, and sources on page 66 for more information.

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



CAUTION:!

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

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

Listing IP interfaces

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

Adding a C-LAN IP interface

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

CAUTION:!

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

Administer the following options:

Type: Enter C-LAN.

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

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

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

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

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



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: The local and remote port assignments must be symmetrical between the Communication Manager and the Avaya IQ host. The standard provisioning procedure is to set the local and remote port assignments equal to the Communication Manager processor channel used for this link. For example, if you use processor channel 10, set the local and remote port to 10.

Mach ID: Not used.



Adding IP routing

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

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

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

Administer the following options:

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

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

Network Bits: Enter a value from 0-30.

Subnet Mask: Enter a subnet mask.

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

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

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

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

Enabling the processor interface channel

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

Enable: Enter y to enable the channel.

Saving translations

Use the save translation command to save these translations.



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 90

● Displaying the processor ethernet port on page 90

● Adding node names and IP addresses on page 90

● Adding the processor interface channels on page 91

● Enabling the processor interface channel on page 91

● Saving translations on page 92

Verifying the Processor Ethernet port

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

Displaying the processor ethernet port

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

CAUTION:!

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

Adding node names and IP addresses

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

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

For consistency, use the Avaya IQ host name as defined when you set the host function. See About sites, hosts, and sources on page 66 for more information.



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

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

CAUTION:!

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

Adding the processor interface channels

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

Proc Chan: Select a processor channel for this link.

Enable: Enter n when adding the channel.

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

Gtwy To: Leave blank.

Mode: Enter s for server.

Interface Link: Enter the TCP/IP link number.

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

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

Destination Port: Use the default of 0.

Session Local/Session Remote: The local and remote port assignments must be symmetrical between the Communication Manager and the Avaya IQ host. The standard provisioning procedure is to set the local and remote port assignments equal to the Communication Manager processor channel used for this link. For example, if you use processor channel 10, set the local and remote port to 10.

Mach ID: Not used.

Enabling the processor interface channel

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

Enable: Enter y to enable the channel.



Saving translations

Use the save translation command to save these translations.


Glossary

$CCR_HOME The variable that represents the install location for the software. The installation path is /opt/Avaya/CCR.

$CSBASE The variable that represents the install location for the Core Services software. The installation path is /opt/coreservices.

access permissions The permissions association between a user and a resource by way of a resource group. Access permissions can identify view, add, edit, and delete. If no access permissions are assigned, no access is allowed.

application host A host computer where the Avaya IQ software is installed.blended agents Agents who receive inbound calls as well as make outbound calls.C&SI Consulting and Systems Integration. This Avaya organization provides

implementation services and custom solutions for Avaya products.category A collection of related reporting groups.Common User Service

This feature provides an interface to administer and authenticate users through a third party enterprise identity management system.

Communication Manager

Communication Manager is the Avaya communication server that controls incoming and outgoing calls for your contact center.

Configuration Audit Tool

A tool that tests connectivity between the database host and application hosts and ensures that the hosts are ready for Avaya IQ software to be installed.

Contact Center Reporting (CCR)

The internal development name for Avaya�s next generation reporting platform, now known as Avaya IQ. Any references to CCR apply to Avaya IQ.

Content Store This data store contains standard report definitions, custom report definitions, and administration data for report components.

cradle to grave reporting

Reports track events that occur when a customer contact enters the contact center until the contact ends.

database host computer

A host computer where the database software used for Avaya IQ is installed.

Data Integration This subsystem allows you to import data into existing Avaya IQ data, or export data out to non-Avaya IQ applications. You must use a third party data import or data export application to perform either of these functions.

deployment pattern A combination of site patterns that create a specific customer deployment.enterprise directory This directory is an optional identity management system you can use with

Avaya IQ.Event Management This subsystem collects events from external sources and processes the

events into historical or administrative data.

Foundation


Foundation This subsystem provides functions that are used throughout the application. Some of the types of functions provided are administration, security, logging, alarming, and licensing.

group A collection of related reporting entities, such as agents, queues, and routing points.

handle A measurable event that occurs when a contact center resource initiates an active state of interaction with a contact. Multiple handle counts for a single contact can attribute to a contact center resource if the contact transfers to other destinations and subsequently returns to that resource.

Historical Data Consolidation

This subsystem writes the historical data from multiple Event Management subsystems to the Historical Data Store. This subsystem enables the application to process events from multiple sources.

Historical Data Management

This subsystem provides database management functions.

Historical Data Store This data store contains the historical data for reports. host computer A host computer is the physical hardware that executes the software. A host

computer is a single machine that can contain one or more CPUs.host function The application functionality implemented on a host computer. The host

function determines which software subsystems, containers, and processing elements operate on a host computer.

Implementation Planning Tool

A tool used to take customer requirements and create a deployment that fits their needs.

Internal LDAP Cache

This data store contains the data that defines the Avaya IQ users. The Internal LDAP Cache is part of the Common User Service. The Internal LDAP Cache is located with the System Management subsystem, not the RDBMS server.

Local Content Store This data store contains the real-time report definitions and administration data needed to run real-time reports.

Real-Time Data Cache

This data store contains the current real-time data.

Real-Time Data Collection

This subsystem provides access to the real-time data from the an Event Management subsystem.

Real-Time Data Consolidation

This subsystem provides a consolidated view of real-time data from multiple Real-Time Data Collection subsystems.

Real-Time Data Store

This data store contains status and summary data for each interval. Intervals can be 15, 30, or 60 minutes.

Real-Time Report Execution

This subsystem manages the display of automatically refreshing real-time reports.

redirects A measurable event that occurs when an incoming contact is delivered to a point of service, but subsequently redirected to an alternate destination for service. The processing rules that trigger a contact redirect typically consider factors such as expected wait time and alert duration.

view


Report Gateway This subsystem provides web access for reports. You view Avaya IQ reports through a web browser using a thin client interface.

Report Management This subsystem allows you to access the data in the Historical data store, view, create, manage, and distribute reports.

resource Any resource that can be managed using administration or reporting. Agents, application operations, roles, access groups, and users are types of resources.

routing point The telephone number used to route calls into the contact center routing processes. A routing point is also known as a vector directory number (VDN).

routing process A program used to define the process with which the communication system routes incoming calls for contact center processing. A routing process is also know as a vector.

service locator A naming service that allows the users of the distributed system to transparently locate a service at runtime based on the type, location, or instance ID.

silent install A way to install software without using a GUI.site pattern A combination of host functions deployed at a site.source A system or application that provides data to Avaya IQ.subsystem A logical collection of one or more software entities that execute in the same

system and are managed as a set. System Data Store This data store contains administration and configuration data for Avaya IQ. System Management

This subsystem provides operations, administration, and maintenance functions for Avaya IQ. This subsystem also allows you to administer the contact center software.

UUID Universally Unique Identifierview A collection of related categories.

view



Index

Index

AActive Directory . . . . . . . . . . . . . . . . . . 12administering

data collection options . . . . . . . . . . . . . 82application host software . . . . . . . . . . . . . . 13

CCall Management System software . . . . . . . . . 16character sets . . . . . . . . . . . . . . . . . . . 37common Communication Manager administration . . 83Communication Manager administration . . . . . . . 81Communication Manager software . . . . . . . .15, 43configuring Oracle parameters . . . . . . . . . . . 36

Ddata collection options . . . . . . . . . . . . . . . 82data sources. . . . . . . . . . . . . . . . . . . . 43database client software . . . . . . . . . . . . .24, 41database connections . . . . . . . . . . . . . . . 36database host software. . . . . . . . . . . . . . . 14database scripts . . . . . . . . . . . . . . . . . . 75database users . . . . . . . . . . . . . . . . . . 39disk partitioning . . . . . . . . . . . . . . . . . . 27

Eenterprise directory . . . . . . . . . . . . . . . . 12enterprise directory software . . . . . . . . . . . . 16

Ffirewall ports . . . . . . . . . . . . . . . . . . . . 17

GGlossary . . . . . . . . . . . . . . . . . . . . . 93

IImplementation Planning Tool . . . . . . . . . . . . 7installing Red Hat Linux . . . . . . . . . . . . . . 24

Llicensing . . . . . . . . . . . . . . . . . . . . . . 10

NNet Service Name . . . . . . . . . . . . . . . . . 41network requirements . . . . . . . . . . . . . . . . 11

Ooperating system requirements . . . . . . . . . . . 21

Ppartitioning the database OS . . . . . . . . . . . . 36permissive use policy . . . . . . . . . . . . . . . . 20pop-up blocker settings . . . . . . . . . . . . . . . 15Proactive Contact software . . . . . . . . . . . 15, 44

Rremote access requirements . . . . . . . . . . . . . 9

Ssecurity certificates . . . . . . . . . . . . . . . . . 17software requirements . . . . . . . . . . . . . . . 13start of week day . . . . . . . . . . . . . . . . . . . 9

Ttablespaces . . . . . . . . . . . . . . . . . . . . 37

Uuser permissions . . . . . . . . . . . . . . . . . . 39

Wweb browser software. . . . . . . . . . . . . . . . 14worksheets. . . . . . . . . . . . . . . . . . . . . 57

application host . . . . . . . . . . . . . . . . . 65Communication Manager . . . . . . . . . . . . 69database host . . . . . . . . . . . . . . . . . . 59firewall ports . . . . . . . . . . . . . . . . . . 67


Index

Proactive Contact. . . . . . . . . . . . . . . . 71

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Avaya IQAvaya IQ Preparing for Implementation November 2007 7 Implementation planning prerequisites...

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