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Page 1: Avaya Experience Portal HealthCheckup Bot

Avaya Experience Portal HealthCheckup Bot

Readme Version 1

11/Nov/2020

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Table of Contents

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Table of Contents

1. Introduction .............................................................................................................. 3

1.1 Overview ........................................................................................................... 3 1.2 Common Use cases .......................................................................................... 8

2. Requirements & Prerequisites ................................................................................ 9

2.1 System Requirements ....................................................................................... 9 2.2 Prerequisites ..................................................................................................... 9

2.3 Security Measures ............................................................................................ 9 2.4 Disclaimers ..................................................................................................... 10

3. Getting Started ....................................................................................................... 11

3.1 Skill Matrix ...................................................................................................... 11 3.2 Installation Hierarchy ...................................................................................... 11

3.3 Quick Start ...................................................................................................... 12 3.3.1 Setup ........................................................................................................ 12

3.3.2 Configuration ............................................................................................ 13

4. Reports ................................................................................................................... 29

5. Logs ........................................................................................................................ 30

6. Troubleshooting & Support .................................................................................. 32

6.1 Support ........................................................................................................... 32 6.2 FAQs ............................................................................................................... 32

Appendix A: Record of Changes ............................................................................... 33

Appendix B: Acronyms ............................................................................................... 34

Appendix C: References ............................................................................................. 35

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1. Introduction

This document contains all essential information for the user to make full use of the Bot. This manual includes a description of the functions, capabilities, step-by-step procedures for setup and configuration of the Bot.

1.1 Overview

Avaya Experience Portal health checkup bot is extremely beneficial for the contact center domain where daily service checks like EPM services, MPP services, telephony ports status, VoIP connection and System monitor are typically performed manually. With the help of this bot the entire process will be automated without any human involvement. The bot can be scheduled to run as per business requirement on predefined intervals which can be hourly / daily / weekly or any desired interval and at the end of the execution a detailed report will be sent to the respective email id as defined by the user in a structured csv / excel format.

Detailed steps are as follows:

1) Start of the process

2) Run Meta bot logic to verify bot license whether it’s expired or not

3) Initialize the configuration file path, read and reinitialize all the key values and store into user created variable. Which can be used by the bot dynamically and hence there won’t be tight coupling or code level any dependencies.

4) Create folder structure (Bot will create folders as per bot framework for example: - Error, logs, snapshots and output folders)

5) Delete all the downloaded CSV files during last/previous run

6) Copy AvayaAEPHealthCheckupReports.xlsx file from input folder to output folder

7) Open report excel file (AvayaAEPHealthCheckupReports.xlsx) and activate sheet name “Avaya Server Health Checklist”

8) Launch Avaya Experience Portal and login with user credential using credential vault.

9) Go to EPM manager, MPP manager, Port distribution, VoIP connection, System monitor options available in AAEP webpage

10) Download respective reports in the csv format such as EPMManager.csv, MPPManager.csv, PortDistribution.csv, CMReport.csv, SMReport.csv, MPPCPUData.csv and SMReport.csv

11) After downloading respective reports, Bot will logout from the AAEP webpage

12) Open Putty CLI software

13) Go to logging option and set session log file as printable output and in the csv format

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14) Again go to session and enter EPM server Ip address and click open button to login

15) Login with root user (mandatory)

16) Write list of commands to get desired details such as system uptime, disk space, RAM, CPU utilization, OS details, Platform details, System version

17) Exit from the Putty CLI

18) Read stored value into user created variable, loop through all CSV files downloaded from the AAEP. Update respective data into AAEP report excel sheet as per filter, logic and conditions.

19) Save and close excel after updating the details. Then bot will send an email to the configured email id with AAEP report excel file attachment

20) End of the process

Visual Flow:

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Example of a Sample Input & Output

Input configuration file:-

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Output final report excel sheet: -

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1.2 Common Use cases

Apart from listed EPM, MPP, telephony Ports, VoIP connection, System monitor status and reports. Bot can also perform real time monitoring of the EPM and MPP related alarms, trace, audit logs, license utilization and download standard reports such as application details, contact details, session details, application summary, session summary, contact summary, POM campaign details, POM campaign summary, POM agent summary, POM agent activity details, POM callbacks status details and so on

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2. Requirements & Prerequisites

2.1 System Requirements

For the PC/Laptop or server where the bot needs to run;

RAM: 8GB or higher PROCESSOR: 2.6+ GHz Intel Core i5 or higher and equivalent with 4 core processer

Hard Disk: Up to 32GB+ of overall free space in the AA Client installation drive (C Drive 100 GB atleast)

Network: 1GbE

OS: Windows 10

.Net Framework: 4.6+ Microsoft VC 2013 or higher

2.2 Prerequisites

Software’s needed; Avaya Experience Portal 7.2.0 with 7.2.3 patch

Avaya Provided Linux OS 6.8+ or Redhat Linux OS 6.8+

Microsoft Excel 2013 or 2016

AA Enterprise Client 11.3.x

Accounts/License needed; Avaya AEP license (WebLM License) Avaya AEP user credential AA Enterprise client V11 License (Bot Runner)

2.3 Security Measures There are some security best practices which we recommend to be followed; • It is not recommended to provide AAEP user credential access to the windows User Account executing the Bots. Instead advisable to create credential vault feature and provide user as a consumer of the credential vault. • It is recommended to update/change Avaya AEP user credential every quarter to ensure data security.

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2.4 Disclaimers

Instructions: User/Bot should use AEP user credential stored in the credential vault only rather than hard coded, user variable or configuration file key values.

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3. Getting Started

3.1 Skill Matrix

The functionality of the Bot has been divided into set of skills. Below is an overview of how the task bots and meta bots are mapped to these skills:

Skill Task Files MetaBot Files

Login to AAEP and monitor EPM, MPP and telephone ports status and generate reports

AvayaExperiencePortalHealthCheklistupBot.atmx No Metabot used

Integrating License using MetaBot Utility for Task Bot

AvayaExperiencePortalHealthCheklistupBot.atmx LicenseHelper.mbot

3.2 Installation Hierarchy Once the bot is downloaded and installed, the installer creates the files in the folder structure as shown below.

Folder Structure on your Machine

Folder Structure

Description

<AA Application Path> 1. My Tasks

1.1. Bot Store

1.1.1. Avaya Experience Portal HealthCheckup Bot - VIS Global Pty Ltd

Error Folder • Logs

<AA Application Path> is the location where AA files are stored on your machine 1. My Tasks My Task Folder is the default directory where Bot Files are saved. 1.1 Bot Store Bot Store Folder contains the Bot Name Folder which the installer creates while Installation of the Bot. 1.1.1 Avaya Experience Portal HealthCheckup Bot - VIS Global Pty Ltd This folder gets created by the installer and

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o Error logs Month-Day-Year Hour Min Sec.txt • Snapshots o Error Snap Month-Day-Year.png Input Folder • Configuration.txt • AvayaAEPHealthCheckupReports.xlsx My Tasks • AvayaExperiencePortalHealthCheklistupBot.atmx 2. My MetaBots

• LicenseHelper.mbot

contains files and folders needed for the bot to execute tasks. Error folder is where logs and snapshots of screens will be placed if there is an error during execution Input Folder is where the input files that the bot needs for execution of the use cases are saved • Configuration.txt is where the values need to be setup for the bot to run. • AvayaAEPHealthCheckupReports.xlsx provides an example of the type of content that can be provided as an input to the bot. My Tasks folder contains all the Developed Platform Source Code •AvayaExperiencePortalHealthCheklistupBot.atmx is a task bot which will perform all the highlighted points 2. My MetaBots folder contains the Developed Metabots needed for the bot execution. • LicenseHelper.mbot is a Metabot which will contain global ID for the license purpose

3.3 Quick Start

3.3.1 Setup

Step-1: Download Avaya Experience Portal software from Avaya website

Download Base version 7.2.x: https://support.avaya.com/downloads/download-details.action?contentId=C20177251224226130_8&productId=P0407&releaseId=7.2.x

Download patch version 7.2.3.x: https://support.avaya.com/downloads/download-details.action?contentId=C20198281416485200_3&productId=P0407&releaseId=7.2.x

Step-2: Download Avaya Provided Linux OS

Download URL: https://support.avaya.com/downloads/download-details.action?contentId=C2017724190489700_5&productId=P0407&releaseId=7.2.x

Step-3: After downloading above Avaya software’s, you can setup/install in your server with the help of lab admin or document provided by Avaya. You can visit https://support.avaya.com/documents/ and search for AEP and Linux OS related docs.

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3.3.2 Configuration

To find MPP server and telephony ports status, first it should be configured with EPM system or else user will not be able to access MPP and telephony ports mode and state status.

- Configuration of MPP with EPM;

Please follow Avaya provided document or check with IT administrator

- Configuration of Telephony ports (SIP and H.323);

Please follow Avaya provided document or check with IT administrator

- Locker, Credential vault creation and assigning consumer role to runner machine user;

For the procedure, please follow Automation Anywhere provided document and create locker, credential vault with attributes as mentioned below for your reference

Locker Name= AEPLocker

Credential Name= AEPVault

Credential attributes name=AEPUser, AEPPass

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o For External File –

CREDENTIAL VARIABLES: Credential Variables to be mentioned in this Table

Variable Name Type Mandatory

Purpose Example Input

AEPLocker Text Yes User has to provide same

locker name as mentioned on Control room

Example: AEPLocker

AEPVault Text Yes User has to provide same

credential name as

mentioned on Control room

Example: AEPVault

AEPUser Text Yes User has to provide same

credential attribute name as mentioned

on Control room

Example: AEPUser

AEPPass Number and Text

Yes User has to provide same

credential attribute name as mentioned

on Control room

Example: AEPPass

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INPUT VARIABLES: Input Variables to be mentioned in this Table

Variable Name Type Mandatory

Purpose Example Input

vAccessCode Text Yes Used to store Access Code and has to

provide to run bot

An example of the Input access code: 10126eab68e1ec30ff0

44d30cf34b……

vAddress Text No Used to store address of the

vendor

Example: Melbourne, Australia

vAEPLoginRTrue Text No Used to store AEP login related recommendation

Example: NA

vAEPLoginTrue Text No Used to store AEP login related

comments

Example: Able to login

vAEPServer IP Yes Used to store AEP server ip

address

Example: 172.*.*.1

vAEPSystem Number No Used to store AEP system

version

Exmaple: 7.2.3.x

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vAEPUrl Url Yes Used to store AEP webpage url

details

Example url: https://AEP IP/VoicePortal

vAvayaAEPHealthCheckupReports

Text Yes Used to store report excel

sheet file name

Example: AvayaAEPHealthCheckupReports.xls

x

vBotName Text Yes Used to store bot name

Example: Avaya Experience Portal HealthCheckup Bot

vCMReport Text Yes Used to store CM reports file name

Example: CMReport.csv

vCMServer IP Yes Used to store CM server ip address

Example: 172.*.*.1

vCPU Number No Used to store CPU utilization

status

Example: 10%

vCPU1 Number No Used to store ID value

Example: 90

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vCPU2 Number No Used to store ST value

Example: 10

vCustomerID Number No Used to store customer ID

number

Exmpale: 112030

vCustomerName Text No Used to store customer name

Example: Automation Anywhere

vDatabaseServer Ip Yes Used to store database server

ip address

Example: 172.*.*.1

vDSpace Number No Used to store disk space value

Example: 60

vEmailID Email

Yes Used to store email id for

sending mail

Example: [email protected]

vEPMCPU Text No Used to store dynamic EPM CPU related comments

Example: EPM server CPU utilization is

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vEPMCPUTrue Text No Used to store EPM CPU related recommendation

Example: CPU utilization is normal

vEPMCPUFalse Text No Used to store EPM CPU related recommendation

Example: CPU utilization is more than 90%

vEPMDiskspace Text No Used to store EPM disk space

related comment

Example: EPM server disk space utilization is

vEPMDiskspaceTrue Text No Used to store EPM disk space

related recommendation

Example: Disk space utilization is normal

vEPMDiskspaceFalse Text No Used to store EPM disk space

related recommendation

Example: Disk space utilization is more than 80%

vEPMManagerReport Text No Used to store EPM Manager report csv file

name

Example: EPMManagerReport.csv

vMPPManagerReport Text No Used to store MPP manager report csv file

name

Example: MPPManagerReport.csv

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vEPMMode Text No Used to store EPM server mode

Example: Online

vEPMRAM Text No Used to store dynamic

comments related to EPM

RAM

Example: EPM server RAM utilization is

vEPMRAMTrue Text No Used to store EPM RA related

recommendations

Example: RAM utilization is normal

vEPMRAMFalse Text No Used to store EPM RA related

recommendations

Example: RAM utilization is more than 80%

vEPMServiceRTrue Text No Used to store EPM service

related comments

Example: NA

vEPMServiceRFalse Text No Used to store EPM Service

related recommendation

Example: Need to check EPM server and service status

vEPMState Text No Used to store EPM service

state

Example: Running

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vEPMUptime Text No Used to store EPM server

uptime related comments

Example: EPM server uptime is

vEPMUptimeTrue Text No Used to store EPM server

uptime related recommendation

Example: Uptime is normal

vEPMUptimeFalse Text No Used to store EPM server

uptime related recommendation

Example: Uptime is more than 90 days

vErrorFolder Text Yes Used to store error folder path

Example: C:\Users\VIS\Documents\Automatio

n Anywhere Files\Automation Anywhere\My Tasks\Bot Store\

Avaya Experience Portal Checklist Bot – Vis Global Pty Ltd\Error Folder

vErrorHandling Text Yes Used to store error status as

true if any error occur

Example =true

vEUptime Number No Used to store uptime of EPM

server

Example: 20

vFree Number No Used to store RAM utilization

Example: 80%

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vHighDelay Number Yes Used for dynamic delay in task

Example= 8

vInputFolder Text Yes Used to store input folder path

Example: C:\Users\VIS\Documents\Automatio

n Anywhere Files\Automation Anywhere\My Tasks\Bot Store\

Avaya Experience Portal HealthCheckup Bot – Vis Global Pty

Ltd\Input Folder

vLogFolder Text Yes Used to store log folder path

Example: C:\Users\VIS\Documents\Automatio

n Anywhere Files\Automation Anywhere\My Tasks\Bot Store\

Avaya Experience Portal HealthCheckup Bot – Vis Global Pty

Ltd \Error Folder\Logs

vIVRServer Ip Yes Used to store IVR application

server ip address

Example: 172.*.*.1

vLowDelay Number Yes Used for dynamic delay in task bot

Example = 2

vLoop Number No Used to store number of loop

value

Example: 5

vMidDelay Number Yes Used for dynamic delay in task bot

Example= 4

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vMsguse Text Yes Used for dynamic message box

Example= True or False

vMPPCPU Text No Used to store dynamic MPP CPU related comments

Example: MPP server CPU utilization is

vMPPCPUData Text No Used to store MPP system

monitor server details csv file

name

Example: MPPCPUData.csv

vMPPDiskspace Text No Used to store MPP disk space

related comment

Example: MPP server disk space utilization is

vMPPManagerReport Text No Used to store MPP manager

report file name

Example: MPPManagerReport.csv

vMPPMode Text No Used to store MPP server mode

Example: Online

vMPPPortsCustom Text No Used to store MPP ports

related comments

Example: No MPP ports are available

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vMPPPortsFalse Text No Used to store MPP ports

related comments

Example: All MPP ports are available and but some respective states are

not in service or connected state

vMPPPortsFalse1 Text No Used to store MPP ports

related comments

Example: All MPP ports are available except

vMPPPortsRCustom Text No Used to store MPP ports

related recommendation

Example: Please check connectivity and configuration between EPM and

MPP

vMPPPortsRTrue Text No Used to store MPP ports

related recommendation

Example: For more info please find attached MPP ports report

vMPPPortsRFalse Text No Used to store MPP ports

related recommendation

Example: For more info please find attached MPP ports report

vMPPPortsTrue Text No Used to store MPP ports

related comments

Example: All MPP ports are available

vMPPRAM Text No Used to store dynamic

comments related to MPP

RAM

Example: MPP server RAM utilization is

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vMPPServer Ip Yes Used to store MPP server ip

address

Example: 172.*.*.1

vMPPServiceRTrue Text No Used to store MPP service

related comments

Example: NA

vMPPServiceRFalse Text No Used to store MPP Service

related recommendation

Example: Need to check MPP server and service status

vMPPState Text No Used to store MPP service

state

Example: Running

vMPPUptime Text No Used to store MPP server

uptime related comments

Example: MPP server uptime is

vMUptime Number No Used to store MPP uptime in

days

Example: 20

vOS Text No Used to store AEP OS details

Example:

2.6.32-696.3.1.el6.x86_64

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vOutputFolder Text Yes Used to store output folder

path

Example= C:\Users\VIS\Documents\Automatio

n Anywhere Files\Automation Anywhere\My Tasks\Bot Store\

Avaya Experience Portal HealthCheckup Bot – Vis Global Pty

Ltd \Output Folder

vPngingStatusTrue Text No Used to store pinging status

value

Example: Pinging

vPingingStatusFalse Text No Used to store pinging status

value

Example: Not pinging

vPlatform Text Yes Used to store AEP platform

details

Example: RH6.8.64-AV07EP72

vPortDistribution Text No Used to store port distribution

file name

Example: PortDistribution.csv

vPortLoop Number No Used to store Port file loop

counts

Example: 5

vPortModeCount Number No Used to store Port Mode

counts

Example: 5

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vPortStateCount Number No Used to store Port state counts

Example: 5

vProjectFolder Text Yes Used to store project folder

path

Example= C:\Users\VIS\Documents\Automatio

n Anywhere Files\Automation Anywhere\My Tasks\Bot Store\

Avaya Experience Portal HealthCheckup Bot – Vis Global Pty

Ltd

vProjectName Text Yes Used to store project name

Example= Avaya Experience Portal HealthCheckup Bot – Vis Global Pty

Ltd

vPuttyAEPReports Text No Used to store putty session

printable output file name

Example: PuttyEPMReports.csv

vPuttyMPPReports Text No Used to store putty session

printable output file name

Example: PuttyMPPReports.csv

vPuttyPath Text/Path Yes Used to store putty cli software

path

Example:- C:\Putty.exe

vRemarksTrue Text No Used to store remarks value

Example: Working

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vRemarksFalse Text No Used to store remarks value

Example: Not working

vRootFolder Text Yes Used to store configuration file

path

Example=

C:\Users\VIS\Documents\Automation Anywhere Files\Automation

Anywhere\My Tasks\Bot Store\ Avaya Experience Portal

HealthCheckup Bot – Vis Global Pty Ltd \Input Folder\Configuration

File.txt

vSMReports Text No Used to store SM reports file name

Example: SMReports.csv

vSMServer Ip yes Used to store SM server ip address

Example: 172.*.*.1

vSnapshotFolder Text Yes Used to store snapshot folder

path

Example: C:\Users\VIS\Documents\Automatio

n Anywhere Files\Automation Anywhere\My Tasks\Bot Store\

Avaya Experience Portal HealthCheckup Bot – Vis Global Pty

Ltd \Error Folder\Snapshots

vStatusTrue Text No Used to store status value

Example: Yes

vStatusFalse Text No Used to store Status value

Example: No

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vSub1 Number No Used to store total RAM

memory value

Example: 9999

vSub2 Number No Used to store total used RAM memory value

Example: 5999

vSystemMonitor Text No Used to store System monitor

report csv file name

Example: SystemMonitor.csv

vVendorName Text Yes Used to store vendor name

Example: Vis Global Pty Ltd

OUTPUT VARIABLES: Output Variables to be mentioned in this Table.

Variable Name Type Mandatory Purpose Example Output

vValidationOutput Text Yes Used to check whether license

is still valid or not while running

paid bot

True/False

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4. Reports

There are no Bot Insight Reports generated for this Bot

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5. Logs

In case of Errors, Error Logs & Screenshots are generated within Error Folder (Highlighted below in yellow) o My Tasks • Bot Store • Bot Name • Error Folder • Logs (Folder) oError Logs Month-Day-Year.txt •Snapshots (Folder) o Error Snap Month-Day-Year HourMinSec.png

Error Logs will contain the below information; • Error Line Number • Error Description • Generated Timestamp

Example of Log File:

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Example of Screenshot Generated Error File:

Note: - There are no Custom Logs generated for this Bot.

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6. Troubleshooting & Support

6.1 Support

User can reach out to the support email ID for the further setup, help desk and production help

Note: - Free bots and trial bots are currently not supported directly.

6.2 FAQs

Please feel free to reach us for any kind of support. We will be more than happy to help

Support Contact

[email protected]

[email protected]

Sales Contact

[email protected]

[email protected]

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Appendix A: Record of Changes

No. Version Number Date of Change Author Notes

1 1.0 11/11/2020 Ravindra Kumar Version 1 Release

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Appendix B: Acronyms

No. Acronym Description

1 AA Automation Anywhere

2

CR Control room

3 PC Personal Computer

4 RAM Random Access Memory

5 OS Operating System

6 CSV Comma Separated File

7 Avaya AEP Avaya Aura Experience Portal

8 CR Credential Vault

9 GB Gigabytes

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Appendix C: References

No. Topic Reference Link

1 System Requirements – Client hardware https://docs.automationanywhere.com/bundle/enterprise-v11.3/page/enterprise/topics/aae-

architecture-implementation/deployment-planning/requirements-server-

hardware.html#Zj0vY2F0ZWdvcnkvZXhwbG9yZT9wPUV4cGxvcmU=

2 System Requirements – Client OS https://docs.automationanywhere.com/bundle/enterprise-v11.3/page/enterprise/topics/aae-

architecture-implementation/deployment-planning/requirements-operating-system-

compatibility.html#Zj0vY2F0ZWdvcnkvZXhwbG9yZT9wPUV4cGxvcmU=

3 A people Community Site https://apeople.automationanywhere.com/s/?language=en_US

4 Product Documentation portal https://docs.automationanywhere.com/


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