AACC CS1000 Deployment Guide

March 8, 2018 | Author: Carlos Tejada | Category: Domain Name System, Group Policy, Remote Desktop Services, Active Directory, Call Centre
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AACC CS1000 Deployment Guide...

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Avaya Aura® Contact Center

Avaya Communication Server 1000 Deployment Guide

NN44400-803 Document status: Standard Document issue: 01.01 Document date: 06 April 2012 Product release: Release 6.2 Job function: Solution Type: Technical Publication Language type: English

Copyright © 2012 Avaya Inc. All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes. Documentation disclaimer Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. End User agree to indemnify and hold harmless Avaya, Avaya’s agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User. 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Contents

Contents Introduction

11

Hot-standby High Availability 14 Agent experience during a switchover 15 Administrator experience during a switchover 15

Example solution values

17

Configuration data worksheets 17 Values for installing and configuring the Hot-standby High Availability solution 18 Domain Administrator requirements 20 High Availability and Domain Name System (DNS) 20 CCMA Replication account 21 Agent Desktop – Domain Organizational Unit and Group Policy 21

Avaya Communication Server 1000 section Avaya Communication Server 1000 deployment

23 25

Avaya Communication Server 1000 and Avaya Aura® Contact Center High Availability Configuring general parameters 26

25

Avaya Communication Server 1000 connections configuration 29 Defining the ELAN subnet with LD 17 29 Enabling the ELAN subnet link 31 Checking the ELAN subnet link 31 Defining a default gateway address 32

Avaya Communication Server 1000 configuration

33

Configuring ACD queues 33 Configuring CDNs on the PABX 35 Defining an agent phone 36 Obtaining the switch serial number of the Avaya Communication Server 1000 38

Contact Center server software installation section

39

Co-resident server software installation

41

Installing Windows Server 2008 Release 2 41 Configuring Windows Server 2008 43 Installing the latest operating system service packs 45 Connecting to the contact center subnet 45 Disabling NetBIOS 46 Connecting the Embedded LAN subnet 48 Configuring the binding order 48 Disabling the Remote Access services 49 Configuring SNMP on your server 51 Adding the server to a domain 52 Downloading the most recent patches to the server 53 Disabling Internet Protocol version 6 54

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Disabling unused Network Adapters 55 Enabling Microsoft Remote Desktop connection 55 Configuring Data Execution Prevention 56 Importing the Contact Center Firewall Security policy 57 Installing operating system components for Contact Center Manager Administration 59 Configuring MIME types to support Microsoft updates 62 Installing the Contact Center server software on the co-resident server 64 Disabling Java Runtime Environment updates on the co-resident server 71 Confirming that the Contact Center services start 72 Configuring Internet Explorer on the Contact Center server 73 Verifying the Web Services 77 Patching the co-resident server 78

Contact Center Multimedia server software installation

79

Installing Windows Server 2008 Release 2 79 Configuring Windows Server 2008 81 Installing the latest operating system service packs 82 Disabling the Remote Access services 83 Configuring SNMP on your server 84 Adding the server to a domain 86 Downloading the most recent patches to the server 87 Disabling Internet Protocol version 6 88 Disabling unused Network Adapters 89 Enabling Microsoft Remote Desktop connection 90 Configuring Data Execution Prevention 91 Importing the Contact Center Firewall Security policy 92 Configuring Internet Information Services for CCMM 94 Installing the Contact Center Multimedia software on the CCMM server 96 Disabling Java Runtime Environment updates on the multimedia server 100 Providing local users with the Log on as a service right 101 Configuring the MIME types 102 Verifying the Multimedia database installation 104 Verifying that Contact Center Multimedia services start 105 Patching the Contact Center Multimedia server 106

Configuration section Co-resident server configuration

107 109

Logging on to Contact Center Manager Administration for the first time 109 Adding Communication Control Toolkit to Contact Center Manager Administration 111 Adding the Multimedia server to Contact Center Manager Administration 113 Adding route points for voice 115 Configuring activity codes 116 Creating a threshold class 117 Editing a contact type 119

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Adding a local skillset for voice 120 Adding a local skillset for multimedia 121 Adding a supervisor 122 Adding an agent 123 Configuring and acquiring a phone or voice port 127 Configuring the Communication Control Toolkit service provider 128 Verifying the ELAN subnet connection between the server and the Avaya Communication Server 1000 130 Verifying the TN configuration after it is acquired 131

Contact Center Multimedia server configuration

135

Logging on to the Multimedia Administration tool for the first time 135 Configuring the multimedia license type 137

Contact Center Multimedia server general configuration

139

Configuring the reporting credentials 139 Adding administrators 140 Configuring office hours 141 Configuring holidays 143 Applying office hours 144 Configuring the displayed date for traffic reports 145

Contact Center Multimedia server e-mail configuration

147

Configuring the e-mail server names 148 Configuring skillsets for e-mail 150 Creating or changing a keyword group 152 Creating or changing rule groups 153 Creating a recipient mailbox 156 Updating the system default rule 157 Updating the system delivery failure rule 158 Enabling a rule 160 Configuring the e-mail settings 161 Configuring Microsoft Exchange 2007 for sending outgoing e-mail 162

Agent Desktop configuration

165

Configuring agent access to contacts 165 Controlling access to e-mail message text 166 Creating or changing custom fields in Agent Desktop 167 Configuring the active contact timer 168 Configuring the callback timer 169 Configuring the callback trunk access 170 Configuring Agent Desktop behavior 171 Configuring the state of the Agent terminal on log off 172

Communication Control Toolkit resource configuration

175

Logging on to Communication Control Toolkit Web Administration using CCMA 175 Adding a terminal 176 Adding an agent address 177 Adding a private address 178

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Assigning an address to a terminal 179 Assigning a terminal to a user or user group 180 Verifying CCT using Reference Client 181

Orchestration Designer

183

Installing the Orchestration Designer client software 183 Opening Orchestration Designer 184 Creating a graphical flow using Orchestration Designer 187 Configuring contact routes 197

Client Installation section Preparing for client software installation

199 201

Configuring Internet Explorer on the client computer 201

Agent Desktop client software installation

205

Creating Domain users and groups for agents 205 Assigning a group policy for embedded softphone settings 208 Installing the Agent Desktop client software 211

Agent Desktop Call Control

213

Work item paradigm 213 Top bar 213 Work list window 214 Action bar 216 Starting the Agent Desktop 216 Logging on to Agent Desktop 217 Changing your status to Ready 218 Accepting a call 219 Ending a call 219 Making a call 220 Logging off from Agent Desktop 221

Agent Desktop E-mail messages

223

Logging on to Agent Desktop 225 Accepting an incoming contact 226 Replying to an e-mail message 227 Creating an e-mail message 229

High Availability Standby Server Configuration section

231

High Availability – CCMA replication pre-install configuration 233 Adding the domain AD-LDS replication account to the primary administrators and replicator group 235

High Availability – Standby co-resident server software installation243 Installing Windows Server 2008 Release 2 244 Configuring Windows Server 2008 246 Installing the latest operating system service packs 247 Disabling the Remote Access services 247

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Configuring SNMP on your server 249 Adding the server to a domain 250 Downloading the most recent patches to the server 251 Disabling Internet Protocol version 6 252 Disabling unused Network Adapters 253 Enabling Microsoft Remote Desktop connection 253 Configuring Data Execution Prevention 254 Importing the Contact Center Firewall Security policy 255 Disabling NetBIOS 257 Connecting the Embedded LAN subnet 259 Configuring the binding order 259 Installing operating system components for Contact Center Manager Administration 260 Configuring MIME types to support Microsoft updates 263 Adding the domain AD-LDS replication account to the standby administrators and replicator group 265 Installing the Contact Center server software on the standby co-resident server 271 Disabling Java Runtime Environment updates on the co-resident server 284 Confirming that the Contact Center services start 285 Configuring Internet Explorer on the Contact Center server 286 Verifying the Web Services 289 Verifying Contact Center Manager Administration replication 290 Patching the standby co-resident server 292

High Availability – Standby co-resident server commissioning293 Resolving the Managed name to the Managed IP address 295 Installing a third-party utility to support High Availability 296 Verifying services are ready for High Availability 297 Configuring High Availability on the Active Server 299 Configuring service monitoring on the Active Server 302 Backing up the database on the Active Server 304 Restoring the database on the Standby Server 306 Verifying server details on the Standby Server 308 Configuring High Availability on the Standby Server 310 Starting the Active Server 311 Starting shadowing on the Standby Server 313 Verifying shadowing is running on the Active Server 315 Changing server details in Contact Center Manager Administration 316 Using the Contact Center Manager Administration server Managed name 318

High Availability – Standby Multimedia server software installation321 Installing Windows Server 2008 Release 2 322 Configuring Windows Server 2008 324 Installing the latest operating system service packs 325 Disabling the Remote Access services 325 Configuring SNMP on your server 327 Adding the server to a domain 328

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Downloading the most recent patches to the server 330 Disabling Internet Protocol version 6 330 Disabling unused Network Adapters 332 Enabling Microsoft Remote Desktop connection 332 Configuring Data Execution Prevention 333 Importing the Contact Center Firewall Security policy 334 Configuring Internet Information Services for CCMM 336 Installing the Contact Center Multimedia software on the standby server 338 Disabling Java Runtime Environment updates on the multimedia server 342 Providing local users with the Log on as a service right 343 Configuring the MIME types 344 Verifying the Multimedia database installation 346 Verifying that Contact Center Multimedia services start 347 Patching the standby Contact Center Multimedia server 348

High Availability – Standby Multimedia server commissioning 349 Resolving the Managed name to the Managed IP address 351 Installing a third-party utility to support High Availability 352 Configuring CCMM General Administration 353 Configuring High Availability on the Active Server 354 Backing-up the CCMM Active Server database 356 Restoring the database on the Standby Server 358 Configuring the Standby Server 361 Starting the Active Server 362 Starting shadowing on the Standby Server 363 Verifying Shadowing is running on the Active Server 364

High Availability – Agent Desktop testing

367

Uninstalling the Agent Desktop client software 367 Starting Agent Desktop 368 Creating a shortcut to the Agent Desktop 369 Logging on to Agent Desktop 369 Changing your status to Ready 370 Accepting the test call 370 Testing High Availability for voice by forcing a switchover on the co-resident server 372 Testing High Availability for voice by forcing a switchover on the multimedia server 376 Accepting the test e-mail contact 379 Testing High Availability for multimedia by forcing a switchover on the co-resident server 380 Testing High Availability for multimedia by forcing a switchover on the multimedia server 384 How to reinstate High Availability after a switchover 387

Patching section Patching – Co-resident server

389 391

Installing co-resident software patches 391

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Patching – Contact Center Multimedia server

395

Installing Contact Center Multimedia software patches 395

Troubleshooting section Avaya Communication Server 1000 PABX troubleshooting

399 401

Verifying the ELAN subnet connection between the server and Avaya Communication Server 1000 401 Verifying that the server is up 402 Verifying the PABX loop, shelves, and cards 402 Verifying that the CDN is in an acquired state 404 Verifying that the correct script is active 406 Verifying that the system default Treatment DN configuration is correct 406

High Availability troubleshooting

409

Troubleshooting when shadowing fails to start 410 Troubleshooting when services fail to start 410 Troubleshooting shadowing failures 411 Troubleshooting switch-over failure 411 Troubleshooting active server resources 412

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Contents

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Introduction This deployment guide describes how to install and configure all server software for an Avaya Aura® Contact Center Release 6.2 Hot-standby High Availability solution. The following assumptions are made in this document: •

Contact Center Manager Server, Contact Center License Manager, Contact Center Manager Server Utility, Contact Center Manager Administration and Communication Control Toolkit are installed co-resident on a single server



Contact Center Multimedia is installed standalone on a single server



The Contact Center solution is installed in an AML-based Avaya Communication Server 1000 Release 7.0 environment. Application Module Link (AML) is an internal protocol used by Contact Center Manager Server to communicate directly with the Avaya Communication Server 1000



You use a Windows Active Directory Domain Controller and Domain Name System (DNS)

This deployment guide is intended as a specific step-by-step guide that enables the installer to achieve a working Avaya Aura® Contact Center Hot-standby High Availability solution that supports basic voice and e-mail contact types. This guide outlines all basic configuration procedures in order to achieve this; for all additional procedural and conceptual content on Avaya Aura® Contact Center Release 6.2 see the Avaya Aura® Contact Center 6.2 Documentation Collection, available at http://support.avaya.com. Attention: To achieve a working Hot-standby High Availability solution, you must follow the procedures in the documented order. Attention: To achieve a working non-High Availability solution, you must follow the procedures in the documented order until the High Availability Standby Server Configuration section (page 231). Disregard all subsequent High Availability sub-sections. Attention: For this deployment, Internet Explorer 8.0 (32-bit version) was used.

Prerequisites •

Understand the features you purchased with Contact Center.



Determine your required network components and configuration based on the information in the Avaya Aura® Contact Center Planning and Engineering (NN44400-210).



Ensure that you have the Contact Center Release 6.2 DVD.

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Introduction



Ensure that your servers, clients, and network meet the minimum system requirements based on the Avaya Aura® Contact Center Planning and Engineering (NN44400-210).



Ensure that all software is installed on the servers using a common administration account.

The following two diagrams show examples of how this Avaya Aura® Contact Center High Availability solution works:

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Introduction

Example of Contact Center Hot-standby High Availability Solution (Active)

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Introduction

Example of Contact Center Hot-standby High Availability Solution (Standby)

Hot-standby High Availability To achieve Hot-standby High Availability, you must have an AML-based contact center with the following: •

two co-resident Contact Center Manager Server (CCMS), Communication Control Toolkit (CCT) and Contact Center Manager Administration (CCMA) servers configured as a High Availability pair



Avaya Communication Server 1000 High Availability PBX, Release 6.0 or later.



two Contact Center Multimedia (CCMM) servers configured as a High Availability pair



redundant Ethernet switches

All of the above components must be in the same network subnet or campus network location.

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Introduction

Avaya Aura® Contact Center supports Hot-standby High Availability (HA) resiliency for Contact Center Manager Server (CCMS), Communication Control Toolkit (CCT), and Contact Center Multimedia (CCMM). One set of Avaya Aura® Contact Center applications (a CCMS, CCMA, CCT, and a CCMM) actively processes scripts and contacts. This set of applications is called the active set. Another set of identical Contact Center applications in the same contact center system runs in Hot-standby mode. This standby set of Contact Center applications monitors and shadows the active applications in the system but does not process calls. The standby CCMS monitors the active CCMS. The standby CCT monitors the active CCT. The standby CCMM monitors the active CCMM. Each active and standby pair of applications forms a resilient or replication pair. If any of the active applications fail, the standby applications recognize the failure. A switchover occurs, and the standby applications start processing contacts. Contact Center Administrators use the active server in daily operation. Configuration changes made to the active system during normal operation are automatically copied to the standby applications, therefore the standby applications are configured and ready to take over processing from the active system. Statistical data is also automatically copied to the standby applications. Data is replicated to the standby applications in real time.

Agent experience during a switchover If any Avaya Aura® Contact Center application or server fails, this solution ensures that Avaya Aura® Agent Desktop agents do not lose any active contacts. Calls in progress between a customer and an agent are not affected - the agent continues on the call using their deskphone. However, call control is not retained on the Agent Desktop. In certain scenarios, documented in the High Availability – Agent Desktop testing (page 367) section of this guide, the logon state of agents is not preserved when a switchover to a standby application occurs. In this particular deployment, it can take up to 5 minutes for the standby Contact Center Manager Server to begin processing new incoming calls in the script. During this period, calls are assigned to the default ACD by the Avaya Communication Server 1000. No established calls are lost. No calls that are incoming around the time of the failure are lost. No calls that are in treatment at the time of the failure are lost. There is no call loss. The reporting subsystem in CCMS recovers shortly after the script is operational, and the server starts to record events and statistics in the database as normal. If a phone call is on-hold and a switchover occurs, the Agent may have to take the call off hold using their deskphone.

Administrator experience during a switchover In a Hot-standby High Availability campus co-resident solution, the contact center Administrator launches Contact Center Manager Administration using the Managed name of the co-resident server.

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Introduction

If an active Contact Center Manager Server, Communication Control Toolkit, or Contact Center Manager Administration application or server fails, the Contact Center Manager Administration client Web browser continues to use the Managed name and the contact center Administrator refreshes the Web browser in order to continue to work on CCMA.

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Example solution values This chapter describes the configuration data required for an Avaya Aura® Contact Center Hot-standby High Availability solution.

Configuration data worksheets The tables on the following pages provide examples of the primary data that the installer of this solution needs to enter during installation and configuration. The tables allow you to enter matching values for your own system: you can use these to map the correct values to enter in your own system if you use this manual to complete an installation.

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Example solution values

Values for installing and configuring the Hot-standby High Availability solution The following table lists examples of the primary values that the installer needs for this deployment. These values are referenced throughout this guide as examples. Windows server preparation and Contact Center installation values — co-resident servers Configuration Item

Example value

Equivalent value for your system

Co-resident servers operating 60 Gb system drive size Contact Center server operating system local administrator username

Administrator

Application drive letter and size

D:, 25Gb

CCMS database drive letter and size

F:, 120Gb

CCT database drive letter and G:, 5Gb size Trace logs drive letter and size H:, 5Gb Site Name (identical on both active and standby servers)

CORES

Active co-resident server CLAN IP address

172.18.116.41

Active co-resident server name

CCcoresOne

Active co-resident server ELAN IP address

172.18.133.29

Standby co-resident server CLAN IP address

172.18.116.30

Standby co-resident server name

CCCoresTwo

Standby co-resident server ELAN IP address

172.18.133.30

Avaya Communication Server 1000 IP address

172.18.133.2

Avaya Communication Server 1000 switch name

CallServer0 (1 of 2)

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Example solution values

Windows server preparation and Contact Center installation values — co-resident servers Configuration Item

Example value

Avaya Communication Server 1000 switch serial number

10009999

Local domain name

thewest.com

Windows Active Directory domain controller server IP address

172.18.138.32

Equivalent value for your system

Windows Active Directory thewestdc domain controller server name (2 of 2)

Windows server preparation and Contact Center installation values — Contact Center Multimedia servers Configuration Item

Example value

Multimedia servers operating system drive size

60 Gb

Contact Center server operating system local administrator username

Administrator

Application drive letter and size

D:, 80Gb

CCMM database drive letter and size

F:, 300Gb

Site Name (identical on both active and standby servers)

CORES

Active MultiMedia server IP address

172.18.116.43

Equivalent value for your system

Active MultiMedia server name CCMultiMOne Standby MultiMedia server IP address

172.18.116.31

Standby MultiMedia server name

CCMultiMTwo

POP3 mail server IP address (incoming e-mail messages)

172.18.0.55

SMTP mail server IP address (outgoing e-mail messages)

172.18.0.55

Mail (both POP3 and SMTP) server name

labmaildc (1 of 2)

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Example solution values

Windows server preparation and Contact Center installation values — Contact Center Multimedia servers Configuration Item

Example value

E-mail Domain

labmail.com

Local domain name

thewest.com

Windows Active Directory domain controller server IP address

172.18.138.32

Equivalent value for your system

Windows Active Directory thewestdc domain controller server name (2 of 2)

Domain Administrator requirements The following section describes the domain resources required for an Avaya Aura® Contact Center High Availability solution. You may need to ask your Domain Administrator to provide these domain resources.

High Availability and Domain Name System (DNS) Ask your Domain Administrator to add a Domain Name System (DNS) static entry for the Active and Standby servers and one additional DNS static entry for each Managed name and associated Managed IP address. The following table outlines the High Availability – CCMS, CCT, CCMA co-resident server DNS requirements: Co-resident server details

Example value

Active server name

CCCoresOne

Active server IP Address

172.18.116.41

Standby server name

CCCoresTwo

Standby server IP Address

172.18.116.30

Managed server name

CCCores

Managed IP Address

172.18.116.47

Your solution

The following table outlines the High Availability – CCMM server DNS requirements:

20

CCMM server details

Example value

Active server name

CCMultiMOne

Active server IP Address

172.18.116.43

Standby server name

CCMultiMTwo

Standby server IP Address

172.18.116.31

Your solution

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Example solution values

CCMM server details

Example value

Managed server name

CCMultiM

Managed IP Address

172.18.116.37

Your solution

CCMA Replication account The primary CCMA server and the standby replication CCMA server must both be in the same Windows domain for AD-LDS replication to work. CCMA Active Directory Lightweight Directory Services (AD-LDS) replication uses a common Windows account, used by both CCMA servers, to copy or replicate data from the primary CCMA to the standby CCMA. Request this CCMA replication account from your Network or Domain Administrator. CCMA Replication account

Example value

Your solution

CCMA AD-LDS replication account AACCHAReplication

Agent Desktop – Domain Organizational Unit and Group Policy Avaya Aura® Contact Center agents use a domain account to log on to a desktop computer and use Agent Desktop. Ask your Domain Administrator to create a domain user account for each Contact Center agent (if they do not already exist). Add the agent desktop computers to the domain, and then add the desktop computers to a Windows domain organizational unit (OU). Avaya Aura® Contact Center supplies a Group Policy – Administrative Template that must be applied to the Agent Desktop domain Organizational Unit. Ask your Domain Administrator to create a Windows domain Organizational Unit (OU) and to ensure that all Agent Desktop user accounts are members of this OU. Ask your Domain Administrator to apply the Avaya Aura® Contact Center Group Policy – Administrative Template to this Agent Desktop Organizational Unit (OU). For more information about the Avaya Aura® Contact Center – Group Policy Administrative Template, see Agent Desktop client software installation (page 205).

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Example solution values

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Avaya Communication Server 1000 section •

Avaya Communication Server 1000 deployment (page 25)



Avaya Communication Server 1000 connections configuration (page 29)



Avaya Communication Server 1000 configuration (page 33)

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Avaya Communication Server 1000 deployment This section outlines the general parameters to configure on an Avaya Communication Server 1000 for this Hot-standby High Availability deployment.

Prerequisites for Avaya Communication Server 1000 configuration •

You are familiar with Avaya Communication Server 1000 operations and maintenance.

Avaya Communication Server 1000 and Avaya Aura® Contact Center High Availability Avaya Aura® Contact Center supports High Availability when using an Avaya Communication Server 1000 PABX. The level of High Availability supported depends on your entire solution, including the Avaya Communication Server 1000 release and installation type. The AML-based Hot-standby High Availability feature is supported when using an Avaya Communication Server 1000 Release 6.0 or later. If you are using a CS 1000 Release 6.0 PABX, you must apply patch MPLR30010 to the PABX to support AML-based Hot-standby High Availability functionality. If you are using a CS 1000 Release 7.0 or later PABX, the PABX software supports AML-based Contact Center High Availability and therefore the patch MPLR30010 is not required. In AML-based Hot-standby High Availability solutions, if a Contact Center application or server fails, there is no loss for calls in progress between a customer and an agent - the agent continues with the call on the agent deskphone. The following table lists the level of Contact Center application High Availability supported for each Avaya Communication Server 1000 release and installation type.

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Avaya Communication Server 1000 deployment

Avaya Communication Server 1000 Hot-standby High Availability support level summary CS 1000 Rel AML/SIP

HA Level

Agent Experience after switchover

7.5

AML

Hot-standby HA

Agent may need to logon again.

7.0

AML

Hot-standby HA

Agent may need to logon again.

6.0*

AML

Hot-standby HA

Agent may need to logon again.

Attention: If a Contact Center application or server fails, there is no loss for calls in progress between a customer and an agent in Hot-standby High Availability. Attention: * Avaya Communication Server 1000 Release 6.0 requires PABX patch MPLR30010 to support Hot-standby HA.

The following diagram shows how the Avaya Communication Server 1000 works in this deployment. The values in this diagram reflect the worked examples shown throughout this guide:

Configuring general parameters The checklists in this section are based on the assumption that you understand the configuration elements and how to check the status on the PABX and Contact Center Manager Administration. In the following checklists, the subsystem PABX refers to the Avaya Communication Server 1000 PABX unless otherwise indicated.

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Avaya Communication Server 1000 deployment

Subsystem

Description

PABX

Verify that Avaya Communication Server 1000 is operating correctly.

PABX

Install required Avaya Communication Server 1000 software packages (use LD 22 to verify the packages).

PABX

The following additional PABX requirements are available:

PABX



Avaya Communication Server 1000 dependency PEPs for Contact Center Manager Server



Avaya Communication Server 1000 dependency PEPs for the specific voice-processing subsystem you use



provisioning of sufficient Call Registers

Verified

Verify that the ELAN subnet connection between Contact Center Manager Server and Avaya Communication Server 1000 is functioning. Note the current ELAN subnet/VSID number using LD 48 (this is useful for troubleshooting). Ensure that the default gateway is configured in the PABX using LD 117.

PABX

Configure the Active Directory Services (ADS) or SCB block on the PABX with LD 23. Avaya recommends that you use an ADS block. Attention: Risk of ACD block corruption Before performing this task, ensure that all agents log off. Failure to do so can result in corruption of the ACD block. If you configure the ADS block, you must configure DCUS in the PARM data block with LD 17.

PABX

Configure Agent ACD queues in LD 23. When you configure the ADS or SCB block, the values for HOML and RPRT are YES for existing ACD queues. If HOML=YES, agents are logged off when they replace the handset after a call. If this is not appropriate for your environment, modify the HOML parameter for existing ACD queues.

PABX

Configure Contact Center Manager Server CDNs on the PABX.

PABX

Configure the agent and supervisor TNs on the PABX.

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Avaya Communication Server 1000 connections configuration Configure the following links between the subsystems for the features of the Contact Center Manager Server to operate correctly: •

IP address and default gateway on the PABX.



ELAN subnet between the PABX and Contact Center Manager Server.

Defining the ELAN subnet with LD 17 Define and configure the ELAN subnet for the AML link and the associated VSID in the configuration record. This provides the Ethernet connection over which AML messages are exchanged between the Avaya Communication Server 1000 system and Contact Center. Perform this procedure only if the ELAN subnet is not provisioned.

Procedure steps Step

Action

1

Connect to the Avaya Communication Server 1000 Call Server.

2

Enter LD 17.

3

Enter the appropriate values. For prompts not listed, press Enter to accept the default.

4

To exit the overlay, type four asterisks (****), and press Enter. --End--

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Variable definitions

30

Prompt

Example Value

Descriptions

REQ

CHG

Change existing data block.

TYPE

ADAN

Configuration record.

ADAN

NEW ELAN 19

Configure a new link and assign it a number, where xx is within the ELAN subnet range (16–31). You can use any number in this range as long as it is not already used. Make a note of this link number for your reference.

CTYP

ELAN

Card type.

DES

ELAN

Enter a designator of up to six characters in length to identify this ELAN subnet. Because the ELAN subnet is not dedicated to a specific application, make the designator generic.

REQ

CHG

Change existing data block.

TYPE

VAS

Configuration record.

VAS

NEW

Configure a new AML link or change the existing link configuration.

VSID

19

The VAS identifier can be in the range of 16–31. For convenience, this can be the same number you assigned to the new ELAN subnet link (in response to the ADAN prompt).

ELAN

19

Use the same number as defined in the ADAN prompt.

SECU

YES

Security. If you have a Contact Center server connected to your PABX, enter YES (even if you are not using Contact Center’s Voice Services Support).

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Enabling the ELAN subnet link Perform the following procedure to enable the ELAN subnet link.

Procedure steps Step

Action

1

Connect to the Avaya Communication Server 1000 call server.

2

Enter LD 48.

3

Ensure that the ELAN is enabled. --End--

Variable definitions Command

Description

ENL ELAN

Enable the ELAN server task.

Checking the ELAN subnet link Perform the following procedure to check the ELAN subnet link status.

Procedure steps Step

Action

1

Connect to the Avaya Communication Server 1000 Call Server.

2

Enter LD 48.

3

Enter the commands.

4

Check that the Server Task parameters are ENABLED. --End--

Variable definitions Command

Description

STAT ELAN

Verify the status of all configured ELAN.

STAT ELAN x

Verify the status of ELAN x.

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Defining a default gateway address In Contact Center Manager Server, you must connect the ELAN subnet to the contact center subnet using a routed solution. In addition to the physical connection, you must configure computers on all sides of the router to acknowledge the presence of this router, also known as the default gateway.

Procedure steps Step 1

Action Enter the following commands: LD 117 new route 0.0.0.0 where is the IP address of the gateway local to the PABX. --End--

Procedure job aid Verify the default gateway local to the pabx by typing the following commands: LD 117 prt route

The following is an example of the printout that appears: LD 117 OAM000 prt route Call Server ID Network 1 0.0.0.0

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Gateway 172.18.133.254

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Avaya Communication Server 1000 configuration This chapter describes how to configure the Avaya Communication Server 1000 elements required for Contact Center operation. It also explains how to initialize the PABX and change resources on the PABX without causing problems on Contact Center Manager Server (CCMS).

Prerequisites to Avaya Communication Server 1000 configuration •

Ensure that you have the packages required for the following features: — voice-processing in CCMS — other features your business requires on the PABX



Your PABX runs one of the following software releases: — Avaya Communication Server 1000 release 6.0 or later (Avaya Communication Server 1000 Release 6.0 requires PABX patch MPLR30010 to support Hot-standby HA).



You apply all current Dependency Lists (DL). For information about which DLs to install on the PABX, contact your Avaya customer support representative.



You install the NACD package on the PABX (if you purchased the Network Skill-Based Routing option). Attention: CCMS cannot share PABX resources (such as CDNs, ACD-DNs, or TNs) with other applications.

Configuring ACD queues Use LD 23 to configure the ACD-DN with which a phone is associated. This procedure enables agents to use the deskphone to enter Not Ready reason codes.

Procedure steps Step

Action

1

Connect to the Avaya Communication Server 1000 Call Server.

2

Enter LD 23.

3

Enter the appropriate values. For prompts not listed, press Enter to accept the default.

4

To exit the overlay, enter four asterisks (****) and press Enter. --End--

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Variable definitions Prompt

Example Value

Descriptions

REQ

NEW

Add new data.

TYPE

ACD

Automatic Call Distribution.

CUST

0

Customer number (0–99).

ACDN

4501

ACD Directory Number, where xxxx = Default DN. Enter the DN as the Default DN (DFDN) used in the CDN configuration.

MWC

NO

Message Waiting Center. Select NO.

MAXP

34

10

Maximum number of agent positions.

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Configuring CDNs on the PABX Controlled Directory Numbers (CDN) are specialized ACD-DNs or queues on the PABX. A CDN is the entry point of a call into Contact Center Manager Server call processing. You must configure CDNs on the PABX and on Contact Center Manager Server. Attention: Risk of corruption. Corruption results if you do not configure a CDN in this overlay before that CDN is acquired in Contact Center Manager Administration.

Prerequisites •

Ensure that you know the user ID and password to log on to the PABX administration terminal.



Ensure that you are familiar with PABX Change and Diagnostics overlays.



Ensure that you have a list or printout of available CDNs (overlay program 23).

Use the prompts in the following table to configure a CDN. For prompts not listed in the table, press Enter to accept the default.

Procedure steps Step

Action

1

Connect to the Avaya Communication Server 1000 Call Server.

2

Enter LD 23.

3

Enter the appropriate values. For prompts not listed, press Enter to accept the default.

4

To exit the overlay, enter four asterisks (****) and press Enter. --End--

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Variable definitions Prompt

Example Value

Description

REQ

NEW

Add new data.

TYPE

CDN

Type of data block is CDN.

CUST

0

Customer number associated with this data block.

CDN

4750

Control Directory Number.

DFDN

4501

Local default ACD-DN.

Defining an agent phone If you want a user to log on to a phone to receive or monitor incoming calls, you must configure phones (TN). You must configure agent and supervisor phones on the PABX and, when you are configuring Contact Center components, on Contact Center Manager Server. While agent and supervisor phones require no special configuration for Contact Center Manager Server, they must belong to an ACD-DN. Usually, Contact Center Manager Server controls call routing and the ACD-DN does not affect the call routing. The ACD-DN controls call routing if the Contact Center Manager Server CDN is in default mode or if incoming network ACD calls target the ACD-DN.

Prerequisites •

You know the user ID and password to log on to the PABX administration terminal.



You are familiar with PABX Change and Diagnostics overlays.

Procedure steps Step

Action

1

Connect to the Avaya Communication Server 1000 Call Server.

2

Enter LD 11.

3

Enter the appropriate values. For prompts not listed, press Enter to accept the default.

4

To exit the overlay, enter four asterisks (****) and press Enter. --End--

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Variable definitions Prompt

Example Value

Descriptions

REQ

NEW

Add a new phone.

TYPE

2004P1

Enter phone type as appropriate.

TN

212 0 0 21

Terminal Number.

DES

agent

Enter a name for the phone.

CUST

0

Customer number.

AST

00 03

A maximum of two DN keys can be controlled by the host computer. 0 and 3 represent the first and second DN key controlled by the host computer.

IAPG

1

Unsolicited Status Message Group. Range is (0) - 15.

KLS

1 −7

Number of key/lamp strips attached.

KEY 00

ACD 4501 0 4602

Where 4501= ACD-DN, and 4602= Agent position ID.

KEY 01

NRD

Not ready.

KEY 02

MSB

Make set busy.

KEY 03

SCR 4551

4551 = IDN.

REQ

NEW, END

Either define another multiline ACD phone, or exit the overlay saving all of the changes entered.

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Obtaining the switch serial number of the Avaya Communication Server 1000 Obtain the switch serial number of the Avaya Communication Server 1000. You require this serial number when installing Avaya Aura® Contact Center software.

Procedure steps Step

Action

1

Connect to the Avaya Communication Server 1000 Call Server.

2

Enter the following commands: LD 22 REQ tid

3

The following printout appears: >ld 22 PT2000 MARP NOT ACTIVATED

REQ tid

TAPE ID: LOADED 10009999

where 10009999 is the serial number of the Avaya Communication Server 1000.

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Contact Center server software installation section •

Co-resident server software installation (page 41)



Contact Center Multimedia server software installation (page 79)

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Co-resident server software installation This chapter provides the steps to install the Avaya Aura® Contact Center server software on the co-resident server. This includes the following server software: •

Contact Center Manager Server



Contact Center Manager Server Utility



Contact Center License Manager



Contact Center Manager Administration



Orchestration Designer



Communication Control Toolkit

Avaya recommends creating an administration account on the server and then installing Avaya Aura® Contact Center using the account. This account must have full administrative privileges. You must not delete the account. If you delete the account used to install the server software, Avaya Aura® Contact Center stops working.

Prerequisites to co-resident server software installation •

Ensure that your new Contact Center license file is available.

Installing Windows Server 2008 Release 2 Install the Windows operating system, which is required for the Contact Center server software. During the installation, configure the Windows settings as required. You must perform this procedure on each server before you install Contact Center server software on the server.

Prerequisites •

Ensure that you have a newly formatted server that meets the specifications in Avaya Aura® Contact Center Planning and Engineering (NN44400-210) on which to install Microsoft Windows Server 2008 Release 2. Avaya recommends that you do not upgrade your operating system from a previous release. Remove the drive partitions and reformat the hard drives on the server.



Ensure that you have a DVD for Windows Server 2008 Release 2.



Install the network interface card in the server.



Know the IP addresses for the contact center subnet.



If you are using an ELAN subnet, know the IP addresses for the ELAN subnet.

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Procedure steps Step

Action

1

Insert the Windows Server 2008 64-bit Release 2 Standard Edition or Windows Server 2008 64-bit Release 2 Enterprise Edition DVD into the DVD drive.

2

Install Windows Server 2008 Release 2 according to the instructions supplied by the DVD.

3

On the Installation window, select a Language to install from the list.

4

Select a Time and currency format from the list.

5

Select Keyboard or input method from the list.

6

Click Next.

7

Click Install Now.

8

Select an operating system from the list.

9

Click Next.

10

On the initial Install Windows screen, read the terms of the license agreement and select I accept the license terms.

11

Click Next.

12

Select Custom.

13

Select the disk partition on which you want to install Windows Server 2008.

Attention: You can use the partition management options to configure the partitions on your server. The Operating System partition must be 60GB or greater. The minimum recommended is 80GB. 14

Click Next. The install proceeds and automatically restarts the server several times.

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15

After completing the installation, log on to the server as Administrator. Enter and confirm the local Administrator password.

16

In the Initial Configuration Tasks window, select Activate Windows and follow the instructions or the Microsoft documentation to activate your server.

17

Select Set time zone and complete the information as required for your system.

18

Select Configure Networking and complete the information for your Network Interface Card (NIC) with the server IP address.

19

Select Provide computer name and domain and complete the information for your server name and domain settings. The following is an example of computer name and domain details being configured on the co-resident server:

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Configure disk drive C: to be the only primary partition on your hard drive.

21

Change the DVD drive letter to E:, to ensure the correct drive letters are free for the drives needed for the AACC application components.

22

Configure the remaining drives for this server as follows: — D: 25Gb Application drive — F: 120Gb CCMS Database drive — G: 5Gb CCT Database drive — H: 5Gb Trace logs drive

23

Install any drivers required for your hardware configuration. --End--

Configuring Windows Server 2008 Before you can install Contact Center software on your server, create a repair disk and back up the operating system configuration.

Procedure steps Step

Action

1

Log on to the Windows Server 2008 server.

2

Select the Don’t display this screen on startup check box.

3

Update the emergency repair disk to record the latest configuration data for the server.

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4

Choose Start, Administrative Tools, Server Manager.

5

In the left pane, click Features.

6

Click Add Features.

7

Select Windows Server Backup Features.

8

Click Next.

9

Click Install.

10

Click Close.

11

Choose Start, All Programs, Accessories, System Tools, Windows Server Backup.

12

Follow the on-screen instruction to select what you want to back up. --End--

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Installing the latest operating system service packs Install the most recent supported operating system service packs. You must download the supported operating system service pack included in the Avaya Contact Center Service Packs Compatibility and Hotfix Availability list to ensure your Contact Center server software functions correctly with the supported operating system patches.

Prerequisites •

Access the Avaya Contact Center Service Packs Compatibility and Hotfix Availability list on the support Web site http://support.avaya.com.



Review the recommendations on operating system service updates in Avaya Aura® Contact Center Planning and Engineering (NN44400-210).



Install the Microsoft .NET Framework 3.5 and Microsoft .NET Framework 3.5 SP1.

Procedure steps Step

Action

1

Log on to the server and disable the Windows Update feature. There are a number of methods for disabling the Windows Update feature, refer to the Windows Server 2008 documentation for a method suitable to your solution. Disabling the Windows Update feature prevents Windows Server 2008 from automatically applying operating system patches and potentially rebooting the server.

2

Review the Contact Center Service Packs Compatibility and Security Hotfixes Applicability list to determine the most recent Avaya Aura® Contact Center supported patches or service packs.

3

Download the appropriate Microsoft Windows Server 2008 patches for the Avaya Aura® Contact Center software installed on this server.

4

Install the most recent Windows Server 2008 service pack that is validated Avaya Aura® Contact Center by following the Microsoft Installation instructions. --End--

Connecting to the contact center subnet Connect the Contact Center Manager Server to the contact center subnet. The contact center subnet is the network on which the server software applications work together to route contacts and generate reports.

Procedure steps Step

Action

1

Locate the slot assigned to the contact center subnet network interface card for the server. Make a note of the slot.

2

Connect the cable from the contact center subnet to the contact center subnet network interface card in the server in accordance with customer site networking guidelines.

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3

Use the ping command to test the contact center subnet. For example, ping the contact center subnet gateway. --End--

Disabling NetBIOS If the Contact Center Manager Server uses two Network Interface Cards (NICs), disable NetBIOS on the Embedded LAN (ELAN) network interface card (NIC) to avoid NetBIOS conflicts. Contact Center Manager Server supports two Network Interface Cards (NICs) and two subnets (one contact center subnet and one ELAN subnet). The Contact Center Manager Server ELAN NIC and ELAN subnet are optional.

Procedure steps Step

46

Action

1

Choose Start, Control Panel, Network and Internet.

2

Click Network and Sharing Center.

3

Click Change adapter settings.

4

Right-click the ELAN Network Interface Card (NIC).

5

Click Properties.

6

Select Internet Protocol Version 4 (TCP/IPv4).

7

Click Properties.

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8

Click Advanced.

9

Click the WINS tab.

10

Select the Disable NetBIOS over TCP/IP check box.

11

Click OK. --End--

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Connecting the Embedded LAN subnet Connect the Embedded LAN (ELAN) NIC to the ELAN subnet. Contact Center Manager Server supports two network interface cards (NICs) and two subnets (one contact center subnet and one ELAN subnet). The Contact Center Manager Server ELAN NIC and ELAN subnet are optional.

Prerequisites •

Install two network cards on the Contact Center Manager Server.



Disable NetBIOS on the ELAN network interface card.



Connect the contact center subnet network interface card.

Procedure steps Step

Action

1

Locate the slot assigned to the ELAN network interface card for the server.

2

Write the MAC address of the card on a small label. Attach the label to the back of the card or the chassis slot position.

3

Connect the ELAN subnet from the Avaya equipment to the Ethernet hub.

4

Connect the network cable from the ELAN network interface card in the server to the hub.

5

Plug in the power cord for the hub.

6

If you have an ELAN subnet network connection, use the ping command to test it. --End--

Configuring the binding order Configure the binding order of the network cards. You must bind the contact center subnet network interface card first, and then the ELAN network interface card.

Prerequisites

48



Install two network interface cards on the Contact Center Manager Server.



Disable NetBIOS on the ELAN network interface card.



Connect the CCMS server network interface card to the contact center subnet.



Connect the CCMS server ELAN network interface card to the ELAN subnet.

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Procedure steps Step

Action

1

From the Start menu, choose Control Panel, Network and Internet, Network and Sharing Center.

2

Click Change adapter settings.

3

In the Network Connections window, press the ALT key. A hidden menu is shown at the top of the window.

4

On the menu, click Advanced, Advanced Settings.

5

In the Connections box, ensure that the contact center subnet connection is listed first as it is in the following example:

If the CLAN is not listed first, adjust the order. --End--

Disabling the Remote Access services Disable the Remote Access services on the core contact center server, to support Communication Control Toolkit. Microsoft Remote Desktop continues to run after you disable Remote Access services. After you disable the services, restart the server.

Procedure steps Step

Action

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1

Choose Start, Administrative Tools, Services.

2

In the Services window, right-click the Remote Access Connection Manager icon.

3

Click Properties.

4

In the General tab, from the Startup type list, select Disabled.

5

Click OK.

6

In the Services window, right-click the Remote Access Auto Connection Manager icon.

7

Click Properties.

8

In the General tab, from the Startup type list, select Disabled.

9

Click OK.

10

In the Services window, click File, Exit.

11

Restart the server. --End--

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Configuring SNMP on your server Configure Simple Network Management Protocol (SNMP) on your server to ensure you have all of the required components of the Internet protocol for monitoring devices in your network. SNMP helps you manage data that describes the system configuration and errors that may occur between servers.

Procedure steps Step

Action

1

Log on to the server using the administrator account.

2

Choose Start, Control Panel, Programs.

3

In the Programs and Features section, click Turn Windows features on or off.

4

In the Server Manager window, select Features and click Add Features.

5

Select SNMP Services.

6

Click Next.

7

Click Install.

8

If prompted, insert the Windows Server 2008 DVD.

9

Click Close. --End--

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Adding the server to a domain Add the server to an existing domain. Do this before installing any Contact Center software. Attention: Avaya Aura® Contact Center High Availability solutions do not support Windows Server 2008 Dynamic DNS.

Prerequisites •

Ask your System Administrator to add a Domain Name System (DNS) static entry for this server. Each Contact Center server in a domain requires a DNS static entry. In High Availability solutions, ask your System Administrator to add one DNS static entry for the each Managed name and associated Managed IP address. A typical High Availability campus solution with a pair of co-resident servers requires 3 DNS static entries; one DNS static entry for the active server, one DNS static entry for the standby server, and one DNS static entry for the Managed name and associated IP address.



On this server, configure a preferred Domain Name System (DNS) server on the Network Interface Card (NIC).

Procedure steps Step

52

Action

1

Log on to the server as a local administrator.

2

Click Start, Administrative Tools, Server Manager.

3

Beside Computer Information, click Change System Properties.

4

In the System Properties dialog box, click the Computer Name tab.

5

Click Change.

6

In the Computer Name/Domain Changes dialog box, select the Domain option.

7

Type the domain name (you must provide the fully qualified domain name, which includes the prefix and suffix). For example, type thewest.com.

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8

Click OK.

9

Type the domain administrator User name and Password.

10

Click OK.

11

Restart the server when the system prompts you to do so. --End--

Downloading the most recent patches to the server To ensure that you have the most current software, download the most recent Contact Center patches from www.avaya.com/support to each server.

Procedure steps Step

Action

1

Log on to the server with administrative privileges.

2

Create a folder Avaya_Support on the C: drive.

3

Download the most recent Contact Center service pack file and save it on the Contact Center server in the Avaya_Support folder.

4

Right-click the service pack .zip file and select Extract All from the context menu. --End--

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Disabling Internet Protocol version 6 Disable internet protocol version 6 (IPv6) to ensure correct operation of the contact center software. Attention: This procedure requires modification of the Windows Server 2008 registry. This is an advanced administrator function: if you are not qualified to carry out edits to the registry, ask a qualified person to complete this procedure. Attention: Check the Microsoft support site to ensure that you use the most up to date procedure. Step

Action

1

Search the Microsoft support site to locate the instructions to disable IPv6 in the Windows Server 2008 registry.

2

On the Windows server, click Start.

3

Type regedit in the Start Search box, and then click regedit in the Programs list.

4

In the User Account Control dialog box, click Continue.

5

In Registry Editor, navigate to and then click the following registry subkey: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip6\Parameters. Double-click DisabledComponents to modify the DisabledComponents entry.

54

6

If the DisabledComponents entry is unavailable, you must create it by following steps 7 to 8. Otherwise go to step 10.

7

In the Edit menu, point to New, and then click DWORD (32-bit) Value.

8

Type DisabledComponents, and then press Enter.

9

Double-click DisabledComponents.

10

In the Base field select Hexadecimal and in the Value data: box type ffffffff to disable all IPv6 components.

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11

Click OK.

12

Reboot the server, if required. --End--

Disabling unused Network Adapters Disable all unused Network Adapters or Network Interface Cards (NICs) to improve network communications and prevent the incorrect configuration of unused NICs during Contact Center server commissioning.

Procedure steps Step

Action

1

Log on to the server using with administrative privileges.

2

Click Start, Control Panel, Network and Internet, Network and Sharing Center, Change Adapter Settings.

3

Right-click any unused Network Adapter and select Disable. --End--

Enabling Microsoft Remote Desktop connection Enable Microsoft Remote Desktop connection as your remote access tool. Microsoft Remote Desktop provides remote access for personnel supporting the server.

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Procedure steps Step

Action

1

Log on to the server with administrative privileges.

2

Choose Start, Control Panel, System and Security.

3

In the System section, select Allow remote access.

4

Click the Remote tab.

5

Select Allow connections from computers running any version of Remote Desktop (less secure).

6

Click OK. --End--

Configuring Data Execution Prevention Configure the Data Execution Prevention (DEP) hardware and software to perform additional checks on memory that protect the Contact Center server against malicious code exploitation.

Procedure steps Step 1

56

Action Log on to the server with administrative privileges.

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2

Choose Start, Control Panel, System and Security.

3

Click System.

4

In the System window, click Advanced system settings.

5

In the System Properties dialog box, click the Advanced tab.

6

Under Performance, click Settings.

7

In the Performance Options dialog box, click the Data Execution Prevention tab.

8

On the Data Execution Prevention tab, select Turn on DEP for essential Windows programs and services only.

9

Click OK.

10

On the System Properties dialog box, click OK.

11

Click OK and restart the computer. --End--

Importing the Contact Center Firewall Security policy Import the Avaya Aura® Contact Center Firewall Security policy to ensure all contact center servers in the solution can communicate.

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Export and backup your existing firewall security policy before importing the Avaya Aura® Contact Center Firewall Security policy. You can use this backup policy to rollback the Avaya Aura® Contact Center Firewall Security policy.

Procedure steps Step

Action

1

Download the most recent Avaya Aura® Contact Center Firewall Security policy from www.avaya.com/support.

2

Log on to the server with administrative privileges.

3

Choose Start, Administrative Tools, Windows Firewall with Advanced Security.

4

Choose Action, Export Policy.

5

In the File name box, type the name for the backup policy, for example WindowsFirewall.

6

Click Save. Windows exports the existing policy. You can use this backup policy to rollback the Avaya Aura® Contact Center Firewall Security policy, if you ever need to.

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7

On the Policy successfully exported message box, click OK.

8

Choose Action, Import Policy.

9

On the policy overwrite message box, click Yes.

10

Navigate to the folder containing the Avaya Aura® Contact Center Firewall Security policy.

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Click Open. Windows imports the Avaya Aura® Contact Center Firewall Security policy.

12

On the Policy successfully imported message box, click OK. --End--

Installing operating system components for Contact Center Manager Administration Before installing Contact Center Manager Administration, you must install specific operating system software components such as Internet Information Services to integrate the components in Contact Center.

Procedure steps Step

Action

1

Log on to the server with administrative privileges.

2

Choose Start, Administrative Tools, Server Manager.

3

In the left-hand column of the Server Manager, right-click Roles and select Add Roles.

4

Review the requirements for the new role, and click Next.

5

Under Server Roles, select Active Directory Lightweight Directory Services.

6

If an Add Roles Wizard message box that lists features required by Active Directory Lightweight Directory Services appears, click Add Required Features.

7

Under Server Roles, select Application Server.

8

If an Add Roles Wizard message box that lists features required by Application Server appears, click Add Required Features.

9

In the left pane, under Application Server, select Role Services.

10

Select Web Server (IIS) Support.

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11

If an Add Roles Wizard message box appears, listing features required by Web Server (IIS) Support, click Add Required Role Services.

12

Click Next.

13

On the Introduction to Web Server (IIS) page, click Next.

14

On the Select Role Services page, under Common HTTP Features, select the following services: •

Static Content



Default Document



Directory Browsing



HTTP Errors



HTTP Redirection

Attention: Clear all other services check boxes. 15

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On the Select Role Services page, under Application Development, select the following services: •

ASP.NET



.NET Extensibility

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ASP



ISAPI Extensions



ISAPI Filters



Server Side Includes

Attention: Clear all other services check boxes. 16

On the Select Role Services page, under Health and Diagnostics, select the following services: •

HTTP Logging



Logging Tools



Request Monitor



Tracing

Attention: Clear all other services check boxes. 17

On the Select Role Services page, under Security, select all services.

18

On the Select Role Services page, under Performance, select all services.

19

On the Select Role Services page, under Management Tools, select the following services: •

IIS Management Console



IIS Management Scripts and Tools



Management Service



All items under IIS 6 Management Compatibility

Attention: Clear all other services check boxes.

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20

Click Next.

21

Review the installation information.

22

Click Install.

23

On the Installation Results page, click Close.

24

Restart the server if required. --End--

Configuring MIME types to support Microsoft updates Configure the Multipurpose Internet Mail Extension (MIME) types to support Microsoft updates and patches.

Procedure steps Step

62

Action

1

Log on to the server with administrative privileges.

2

Click Start, Administrative Tools, Computer Management.

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In the Computer Management dialog box, expand Services and Applications, Internet Information Services (IIS Manager)

4

Under Connections, expand , Sites, Default Web Site. In this example, is the name of the active co-resident server, CCCoresOne.

5

Select Default Web Site.

6

In the Default Web Site Home pane, under IIS, double-click MIME Types.

7

On the Actions list in the right pane, click Add.

8

In the File name extension box, type .msp.

9

In the MIME Type box, type application/microsoftpatch.

10

Click OK.

11

On the Actions list in the right pane, click Add.

12

In the File name extension box, type .msu.

13

In the MIME Type box, type application/microsoftupdate.

14

Click OK.

15

On the Actions list in the right pane, click Add.

16

In the File name extension box, type .wfw.

17

In the MIME Type box, type text/plain.

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18

Click OK.

19

Close the Computer Management window. --End--

Installing the Contact Center server software on the co-resident server Install the Contact Center software and enable your contact center to route contacts.

Procedure steps Step

Action

1

Log on to the server with administrative privileges.

2

Insert the Contact Center DVD into the DVD drive of your server.

3

If the installation does not automatically start, double-click Setup.exe.

4

Click Install to install the Visual C++ runtime libraries on the server.

5

If you are prompted to restart the server, click Yes and repeat step 3.

6

On the Welcome window, click Next.

7

On the License Agreement window, read the terms of the agreement.

8

Click I ACCEPT the Terms of the End-User License Agreement.

9

Click Next.

10

On the Application Selection window, from the Select Switch Type list, select AML - Avaya Communication Server 1000.

11

Under Contact Center Manager Server (CCMS), select Nodal Server. In addition to installing Contact Center Manager Server, this selection installs the Open Queue Open Interface, the Open Networking Open Interface and Multiplicity which you can license and configure at a later time.

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12

Under Communication Control Toolkit (CCT), select Contact Center Feature Set.

13

Select License Manager Server.

14

Select Contact Center Manager Administration (CCMA).

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15

Select Server Utility.

16

Select Orchestration Designer.

17

Click Next.

18

On the Product Data Upgrade window, click Next.

19

On the Installation Destination window, on the Application Destination Drive tab, from the Install Contact Center Application Software to list, select D:.

20

Click the Database Destination Drive tab.

21

From the Install Manager Server Database to list, select F:.

22

From the Install Communication Control Toolkit Database to list, select G:.

23

Click the Product Updates Location tab.

24

Under Select the parent directory where patches are stored, click Browse.

25

Select C:\Avaya_Support\AvayaAura_ContacCenter_6.2_ServicePack_05\\ AvayaAura_ContacCenter_6.2_ServicePack_05\Product Updates\.

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26

Click Next. The System Readiness Check runs on the server.

27

If you have followed the previous instructions in this guide, the system Readiness Checks return a Pass. You can ignore warnings if you understand the potential impact to the operation of the contact center and decide it is not applicable.

28

Click Next.

29

On the Installation Data window, select the CCMS tab. Complete the fields as follows: Customer Name — Type the name of the contact center customer, for example AvayaCustomer. Company Name — Type the name of the contact center company, for example AvayaCompany. Site Name — Type the site name, for example CORES. This must be different to the server name. RSM IP Address — Accept the default configuration (unless change required). Contact Center Server Subnet IP Address — Select the co-resident server IP address, for example 172.18.116.41. Select the Enter the ELAN Subnet IP Address check box. Type the ELAN IP Address, for example 172.18.133.29.

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30

Select the Licensing tab.

31

Complete the Licensing tab fields as follows: License File Location — Use the Browse button to find and select the license file that you downloaded to the cores server, for example browse to C:\Avaya_Support\ CampusHA.lic. This sample solution uses a PLIC license file obtained from the Avaya Keycode Retrieval System (KRS). IP Address — Type the IP address of the license server, in this case the co-resident server, for example 172.18.116.41. Port — Accept the default configuration. CCMS Package list — Select Nodal Enterprise. Optional Packages — Select Open Queue. Switch Serial Number — Type the serial number of the switch, for example 10009999.

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32

Select the CS1000 tab.

33

Complete the CS1000 tab fields as follows: Switch name — Type the switch name, in this case the Avaya CS1000 switch, for example CallServer0. Switch IP Address — Type the IP address of the switch, for example 172.18.133.2. Switch Customer Number — Type the customer number of the switch, for example 0. In the Voice Connection Type field, select the None check box.

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34

Select the CCMA tab.

35

Complete the CCMA tab fields as follows: Configuration — Enable CCMA Replication — Leave this box clear, you select this only when you are installing the standby co-resident server. Configuration — LDAP Port Number — Accept the default configuration. Configuration — SSL Port Number — Accept the default configuration. System Account Configuration — Password — Type the password for the CCMA System Account (iceAdmin), for example ICEpassw1. System Account Configuration — Confirm Password — Type the password for the CCMA System Account (iceAdmin), for example ICEpassw1.

Attention: You must not select the Enable CCMA Replication check box, you only select this when installing the standby co-resident server.

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36

Click Next.

37

On the Summary window, review and verify the information.

38

Click Install.

39

After the installation is complete, click Finish.

40

Click Yes to restart the server.

41

After the server restarts, disable Java Runtime Environment (JRE) updates.

Attention: Updating to an unsupported version of JRE can cause the contact center to cease operation and may require the reinstallation of the contact center server software. --End--

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Disabling Java Runtime Environment updates on the co-resident server Contact Center supports only specific versions of Java Runtime Environment (JRE). The Contact Center installer installs a supported JRE version, and Contact Center service packs install any required JRE updates. It is important that you disable JRE automatic updating in the Windows Control Panel on all contact center servers. Attention: Updating to an unsupported version of JRE can cause the contact center to cease operation and may require the complete reinstallation of the contact center server software.

Procedure steps Step

Action

1

Log on to the co-resident server.

2

Choose Start, Control Panel, Programs, Java.

3

Select the Advanced tab.

4

Expand JRE Auto-Download.

5

Select Never Auto-Download.

6

Click OK. --End--

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Confirming that the Contact Center services start Confirm that all appropriate Contact Center Manager Server services start on the Contact Center Manager Server. Use the System Control and Monitor Utility to start and stop all applications in Contact Center including the license manager. The System Control and Monitor Utility can also start, stop, or monitor the services in Contact Center Manager Server.

Procedure steps Step

72

Action

1

Log on to the co-resident server.

2

Click Start, All Programs, Avaya, Contact Center, Common Utilities, System Control and Monitor Utility.

3

Click the Contact Center tab.

4

Select the applications to start on the current server by selecting the application name check boxes.

5

Click Start Contact Center.

6

Click the CCMS tab.

7

Ensure that all licensed services in the Profile box have a green circle next to them. Unlicensed services show a lock icon; these do not require any action. The following is an example of CCMS services fully started.

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If some of the services are not started, click Start CCMS.

9

Select the CCT tab.

10

Confirm that the Communication Control Toolkit services are running.

11

If a Communication Control Toolkit service is not running, re-start CCT.

12

Select the LM tab.

13

Confirm that the License Manager services are running.

14

If a License Manager service is not running, re-start LM.

15

Click Close. --End--

Configuring Internet Explorer on the Contact Center server Configure Internet Explorer on the Contact Center server to access Contact Center Manager Administration for the first time.

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Install Microsoft Internet Explorer 7.0 or later (32 bit version only). Contact Center Manager Administration supports only the 32 bit version of Microsoft Internet Explorer.

Prerequisites •

Ensure you have chosen a name for your Contact Center Multimedia server which is yet be installed.

Procedure steps Step 1

Log on to the co-resident server.

2

Start Internet Explorer.

3

From the menu, select Tools, Internet Options.

4

In the Internet Options dialog box, click the Security tab.

5

Click the Trusted Sites icon.

6

Click Custom Level.

7

In the Security Settings dialog box for trusted sites, under the .NET Framework-reliant components heading, select Enable for the following:

8

74

Action



Run components not signed with Authenticode



Run components signed with Authenticode

Under the ActiveX controls and plug-ins heading, select Enable for the following: •

Automatic prompting for ActiveX controls



Download signed ActiveX controls



Run ActiveX Controls and plug-ins



Script ActiveX Controls marked safe for scripting

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9

Under the Downloads heading, select Enable for the following: •

Automatic prompting for file downloads



File download

10

Under the Miscellaneous heading, for Allow script-initiated windows without size or position constraints, select Enable.

11

Under the Miscellaneous heading, for Allow websites to open windows without address or status bars, select Enable (Applies to Internet Explorer 7.0 and later).

12

Click OK.

13

If you enabled ActiveX options, when a message appears asking you to confirm your choice, click Yes.

14

Click the Trusted Sites icon.

15

Click Sites.

16

In the Trusted sites dialog box, clear the Require server verification (https:) for all sites in this zone check box.

17

In the Add this Web site to the zone box, type the server name (not the IP address) for your Contact Center Manager Administration server, for example CCcoresOne. OR If you used the fully qualified domain name when you installed Contact Center Manager Administration on the Contact Center Manager Administration server, in the Add this Web site to the zone box, type the fully qualified domain name.

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18

Click Add.

19

In the Add this Web site to the zone box, type the server name (not the IP address) for your Contact Center Multimedia server, for example CCMultiMone.

20

Click Add.

21

Click Close to return to the Internet Options dialog box.

22

Click the Privacy tab.

23

In the Pop-up Blocker section, select the Turn on Pop-up Blocker check box.

24

Click Settings.

25

In the Pop-up Blocker Settings dialog box, in the Address of website to allow box, type the Contact Center Manager Administration URL, http:///. For example, type http://CCCoresOne.

26

Click Add.

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Click Close.

28

In the Internet Options dialog box, click the Advanced tab.

29

Under Browsing, clear the Reuse windows for launching shortcuts check box.

30

Click Apply.

31

Click OK to exit the Internet Options dialog box.

32

Restart Internet Explorer to activate your changes. --End--

Verifying the Web Services Test the Web Services to ensure CCMA web services are running correctly.

Procedure steps Step

Action

1

On the co-resident server, start Internet Explorer.

2

Enter the following example url: http://CCCoresOne/supportutil/testwebservices.asp where CCCoresOne is the name of the co-resident server. The web services that appear in green are running correctly, as seen in the example below.

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--End--

Patching the co-resident server Install the most recent co-resident software service patches to ensure that you have the current development updates.

Procedure steps Step 1

Action For more information on how to patch your co-resident server, see Installing co-resident software patches (page 391). --End--

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Contact Center Multimedia server software installation This chapter provides the steps to install the Contact Center Multimedia server software, which enables your contact center to handle multimedia contacts. Avaya recommends creating an administration account on the server and then installing Avaya Aura® Contact Center using the account. This account must have full administrative privileges. You must not delete the account. If you delete the account used to install the server software, Avaya Aura® Contact Center stops working.

Installing Windows Server 2008 Release 2 Install the Windows operating system, which is required for the Contact Center server software. During the installation, configure the Windows settings as required. You must perform this procedure on each server before you install Contact Center server software on the server.

Prerequisites •

Ensure that you have a newly formatted server that meets the specifications in Avaya Aura® Contact Center Planning and Engineering (NN44400-210) on which to install Microsoft Windows Server 2008 Release 2. Avaya recommends that you do not upgrade your operating system from a previous release. Remove the drive partitions and reformat the hard drives on the server.



Ensure that you have a DVD for Windows Server 2008 Release 2.



Install the network interface card in the server.



Know the IP addresses for the contact center subnet.

Procedure steps Step

Action

1

Insert the Windows Server 2008 64-bit Release 2 Standard Edition or Windows Server 2008 64-bit Release 2 Enterprise Edition DVD into the DVD drive.

2

Install Windows Server 2008 Release 2 according to the instructions supplied by the DVD.

3

On the Installation window, select a Language to install from the list.

4

Select a Time and currency format from the list.

5

Select Keyboard or input method from the list.

6

Click Next.

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7

Click Install Now.

8

Select an operating system from the list.

9

Click Next.

10

On the first Install Windows screen, read the terms of the license agreement and select I accept the license terms.

11

Click Next.

12

Select Custom.

13

Select the disk partition on which you want to install Windows Server 2008.

Attention: You can use the partition management options to configure the partitions on your server. The Operating System partition must be 60GB or greater. The minimum recommended is 80GB. 14

Click Next. The install proceeds and automatically restarts the server several times.

15

After completing the installation, log on to the server as Administrator. Enter and confirm the local Administrator password.

16

In the Initial Configuration Tasks window, select Activate Windows and follow the instructions or the Microsoft documentation to activate your server.

17

Select Set time zone and complete the information as required for your system. Contact Center Multimedia does not support manual Daylight Savings Time (DST) changing. On the Contact Center Multimedia, select Automatically adjust clock for daylight saving changes.

80

18

Select Configure Networking and complete the information for your Network Interface Card (NIC) with the server IP address.

19

Select Provide computer name and domain and complete the information for your server name and domain settings. The following is an example of computer name and domain details being configured on the multimedia server:

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20

Configure disk drive C: to be the only primary partition on your hard drive.

21

Change the DVD drive letter to E:, to ensure the correct drive letters are free for the drives needed for the AACC application components.

22

Configure the remaining drives for this server as follows: — D: 80Gb Application drive — F: 300Gb CCMM Database drive

23

Install any drivers required for your hardware configuration. --End--

Configuring Windows Server 2008 Before you can install Contact Center software on your server, create a repair disk and back up the operating system configuration.

Procedure steps Step

Action

1

Log on to the Windows Server 2008 server.

2

Select the Don’t display this screen on startup check box.

3

Update the emergency repair disk to record the latest configuration data for the server.

4

Choose Start, Administrative Tools, Server Manager.

5

In the left pane, click Features.

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6

Click Add Features.

7

Select Windows Server Backup Features.

8

Click Next.

9

Click Install.

10

Click Close.

11

Choose Start, All Programs, Accessories, System Tools, Windows Server Backup.

12

Follow the on-screen instruction to select what you want to back up. --End--

Installing the latest operating system service packs Install the most recent supported operating system service packs. You must download the supported operating system service pack included in the Avaya Contact Center Service Packs Compatibility and Hotfix Availability list to ensure your Contact Center server software functions correctly with the supported operating system patches.

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Prerequisites •

Access the Avaya Contact Center Service Packs Compatibility and Hotfix Availability list on the support Web site http://support.avaya.com.



Review the recommendations on operating system service updates in Avaya Aura® Contact Center Planning and Engineering (NN44400-210).



Install the Microsoft .NET Framework 3.5 and Microsoft .NET Framework 3.5 SP1.

Procedure steps Step

Action

1

Log on to the server and disable the Windows Update feature. There are a number of methods for disabling the Windows Update feature, refer to the Windows Server 2008 documentation for a method suitable to your solution. Disabling the Windows Update feature prevents Windows Server 2008 from automatically applying operating system patches and potentially rebooting the server.

2

Review the Contact Center Service Packs Compatibility and Security Hotfixes Applicability list to determine the most recent Avaya Aura® Contact Center supported patches or service packs.

3

Download the appropriate Microsoft Windows Server 2008 patches for the Avaya Aura® Contact Center software installed on this server.

4

Install the most recent Windows Server 2008 service pack that is validated Avaya Aura® Contact Center by following the Microsoft Installation instructions. --End--

Disabling the Remote Access services Disable the Remote Access services on the core contact center server, to support Communication Control Toolkit. Microsoft Remote Desktop continues to run after you disable Remote Access services. After you disable the services, restart the server.

Procedure steps Step

Action

1

Choose Start, Administrative Tools, Services.

2

In the Services window, right-click the Remote Access Connection Manager icon.

3

Click Properties.

4

In the General tab, from the Startup type list, select Disabled.

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5

Click OK.

6

In the Services window, right-click the Remote Access Auto Connection Manager icon.

7

Click Properties.

8

In the General tab, from the Startup type list, select Disabled.

9

Click OK.

10

In the Services window, click File, Exit.

11

Restart the server. --End--

Configuring SNMP on your server Configure Simple Network Management Protocol (SNMP) on your server to ensure you have all of the required components of the Internet protocol for monitoring devices in your network. SNMP helps you manage data that describes the system configuration and errors that may occur between servers.

Procedure steps Step 1

84

Action Log on to the server using the administrator account.

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2

Choose Start, Control Panel, Programs.

3

In the Programs and Features section, click Turn Windows features on or off.

4

In the Server Manager window, select Features and click Add Features.

5

Select SNMP Services.

6

Click Next.

7

Click Install.

8

If prompted, insert the Windows Server 2008 DVD.

9

Click Close. --End--

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Adding the server to a domain Add the server to an existing domain. Do this before installing any Contact Center software. Attention: Avaya Aura® Contact Center High Availability solutions do not support Windows Server 2008 Dynamic DNS.

Prerequisites •

Ask your System Administrator to add a Domain Name System (DNS) static entry for this server. Each Contact Center server in a domain requires a DNS static entry. In High Availability solutions, ask your System Administrator to add one DNS static entry for the each Managed name and associated Managed IP address. A typical High Availability campus solution with a pair of co-resident servers requires 3 DNS static entries; one DNS static entry for the active server, one DNS static entry for the standby server, and one DNS static entry for the Managed name and associated IP address.



On this server, configure a preferred Domain Name System (DNS) server on the Network Interface Card (NIC).

Procedure steps Step

86

Action

1

Log on to the server as a local administrator.

2

Click Start, Administrative Tools, Server Manager.

3

Beside Computer Information, click Change System Properties.

4

In the System Properties dialog box, click the Computer Name tab.

5

Click Change.

6

In the Computer Name/Domain Changes dialog box, select the Domain option.

7

Type the domain name (you must provide the fully qualified domain name, which includes the prefix and suffix), for example thewest.com.

8

Click OK.

9

Type the domain administrator User name and Password.

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10

Click OK.

11

Restart the server when the system prompts you to do so. --End--

Downloading the most recent patches to the server To ensure that you have the current software, download the most recent Contact Center patches from www.avaya.com/support to each server.

Procedure steps Step

Action

1

Log on to the server with administrative privileges.

2

Create a folder Avaya_Support on the C: drive.

3

Download the most recent Contact Center service pack file and save it on the Contact Center server in the Avaya_Support folder.

4

Right-click the service pack .zip file and select Extract All from the context menu. --End--

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Disabling Internet Protocol version 6 Disable internet protocol version 6 (IPv6) to ensure correct operation of the contact center software. Attention: This procedure requires modification of the Windows Server 2008 registry. This is an advanced administrator function: if you are not qualified to carry out edits to the registry, ask a qualified person to complete this procedure. Attention: Check the Microsoft support site to ensure that you use the most up to date procedure. Step

Action

1

Search the Microsoft support site to locate the instructions to disable IPv6 in the Windows Server 2008 registry.

2

On the Windows server, click Start.

3

Type regedit in the Start Search box, and then click regedit in the Programs list.

4

In the User Account Control dialog box, click Continue.

5

In Registry Editor, locate and then click the following registry subkey: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip6\Parameters. Double-click DisabledComponents to modify the DisabledComponents entry.

88

6

If the DisabledComponents entry is unavailable, you must create it by following steps 7 to 8. Otherwise go to step 10.

7

In the Edit menu, point to New, and then click DWORD (32-bit) Value.

8

Type DisabledComponents, and then press Enter.

9

Double-click DisabledComponents.

10

In the Base field select Hexadecimal and in the Value data: field type ffffffff to disable all IPv6 components.

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11

Click OK.

12

Reboot the server, if required. --End--

Disabling unused Network Adapters Disable all unused Network Adapters or Network Interface Cards (NICs) to improve network communications and prevent the incorrect configuration of unused NICs during Contact Center server commissioning.

Procedure steps Step

Action

1

Log on to the server with administrative privileges.

2

Click Start, Control Panel, Network and Internet, Network and Sharing Center, Change Adapter Settings.

3

Right-click the unused Network Adapter, and select Disable.

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4

Repeat this procedure for any unused Network Adapters. --End--

Enabling Microsoft Remote Desktop connection Enable Microsoft Remote Desktop connection as your remote access tool. Microsoft Remote Desktop provides remote access for personnel supporting the server.

Procedure steps Step

90

Action

1

Log on to the server with administrative privileges.

2

Choose Start, Control Panel, System and Security.

3

In the System section, select Allow remote access.

4

Click the Remote tab.

5

Select Allow connections from computers running any version of Remote Desktop (less secure).

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Click OK. --End--

Configuring Data Execution Prevention Configure the Data Execution Prevention (DEP) hardware and software to perform additional checks on memory that protect the Contact Center server against malicious code exploitation.

Procedure steps Step

Action

1

Log on to the server with administrative privileges.

2

Choose Start, Control Panel, System and Security.

3

Click System.

4

In the System window, click Advanced system settings.

5

In the System Properties dialog box, click the Advanced tab.

6

Under Performance, click Settings.

7

In the Performance Options dialog box, click the Data Execution Prevention tab.

8

On the Data Execution Prevention tab, select Turn on DEP for essential Windows programs and services only.

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9

Click OK.

10

On the System Properties dialog box, click OK.

11

Click OK and restart the computer. --End--

Importing the Contact Center Firewall Security policy Import the Avaya Aura® Contact Center Firewall Security policy to ensure all contact center servers in the solution can communicate. Export and backup your existing firewall security policy before importing the Avaya Aura® Contact Center Firewall Security policy. You can use this backup policy to rollback the Avaya Aura® Contact Center Firewall Security policy.

Procedure steps Step

92

Action

1

Download the most recent Avaya Aura® Contact Center Firewall Security policy from www.avaya.com/support.

2

Log on to the server with administrative privileges.

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3

Choose Start, Administrative Tools, Windows Firewall with Advanced Security.

4

Choose Action, Export Policy.

5

In the File name box, type the name for the backup policy, for example WindowsFirewall.

6

Click Save. Windows exports the existing policy. You can use this backup policy to rollback the Avaya Aura® Contact Center Firewall Security policy, if you ever need to.

7

On the Policy successfully exported message box, click OK.

8

Choose Action, Import Policy.

9

On the policy overwrite message box, click Yes.

10

Navigate to the folder containing the Avaya Aura® Contact Center Firewall Security policy.

11

Click Open. Windows imports the Avaya Aura® Contact Center Firewall Security policy.

12

On the Policy successfully imported message box, click OK. --End--

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Configuring Internet Information Services for CCMM Configure Internet Information Services (IIS) to enable the Web-based administration application for the Multimedia software. IIS is an optional component of the Windows Server 2008 Release 2 installation.

Procedure steps Step

Action

1

Log on to the CCMM server with administrative privileges.

2

Choose Start, Administration Tools, Server Manager.

3

In the left-hand column of the Server Manager, right-click Roles and select Add Roles.

4

Review the requirements for the new role, and click Next.

5

Under Server Roles, select Web Server (IIS).

6

If an Add Roles Wizard message box appears, listing features required by Web Server (IIS) Support, click Add Required Features.

7

Click Next.

8

On the Introduction to Web Server (IIS) page, click Next.

9

On the Select Role Services page, under Common HTTP Features, select the following services: •

Static Content



Default Document



Directory Browsing



HTTP Errors



HTTP Redirection

Attention: Clear all other services check boxes. 10

On the Select Role Services page, under Application Development, select the following services: •

ASP.NET



.NET Extensibility



ASP



ISAPI Extensions



ISAPI Filters



Server Side Includes

If an Add Roles Wizard message box appears when any of the services are selected, listing features required, click Add Required Role Services.

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Attention: Clear all other services check boxes. 11

On the Select Role Services page, under Health and Diagnostics, select the following services: •

HTTP Logging



Logging Tools



Request Monitor



Tracing

Attention: Clear all other services check boxes. 12

On the Select Role Services page, under Security, select all services.

13

On the Select Role Services page, under Performance, select all services.

14

On the Select Role Services page, under Management Tools, select the following services: •

IIS Management Console



IIS Management Scripts and Tools



Management Service



All items under IIS 6 Management Compatibility

Attention: Clear all other services check boxes.

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15

Click Next.

16

Review the installation information.

17

Click Install.

18

On the Installation Results page, click Close.

19

Restart the server if required. --End--

Installing the Contact Center Multimedia software on the CCMM server Install the Contact Center Multimedia software on the CCMM server.

Procedure steps Step

96

Action

1

Log on to the CCMM server with administrative privileges.

2

Insert the Contact Center DVD into the DVD drive of your server.

3

If the installation does not automatically start, double-click Setup.exe.

4

Click Install to install the Visual C++ runtime libraries on the server.

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5

If you are prompted to restart the server, click Yes and repeat step 3.

6

On the Welcome window, click Next.

7

On the License Agreement window, read the terms of the agreement.

8

Click I ACCEPT the Terms of the End-User License Agreement.

9

Click Next.

10

On the Application Selection window, from the Select Switch Type list, select AML - Avaya Communication Server 1000.

11

Under Contact Center Multimedia Server (CCMM), select CCMM Primary Server.

12

Click Next.

13

On the Product Data Upgrade window, click Next.

14

On the Installation Destination window, on the Application Destination Drive tab, from the Install Contact Center Application Software to list, select D:.

15

Click the Database Destination Drive tab.

16

From the Install Multimedia Server Database to list, select F:.

17

Click the Product Updates Location tab.

18

Under Select the parent directory where patches are stored, click Browse.

19

Select C:\Avaya_Support\AvayaAura_ContactCenter_6.2_ServicePack_05\ Product Updates\.

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20

Click Next. The System Readiness Check runs on the server.

21

If you have followed the previous instructions in this guide, the system Readiness Checks return a Pass. You can ignore warnings if you understand the potential impact to the operation of the contact center and decide it is not applicable.

22

Click Next.

23

On the Installation Data window, in the CCMM - Primary Server tab, complete the fields as follows: Manager Server (CCMS) — Type the IP address of the CCMS server, for example 172.18.116.41. License Server — Type the IP address of the License server, for example 172.18.116.41. Telephony Server (CCT) — Type the IP address of the CCT server, for example 172.18.116.41. Administration Server (CCMA) — Type the IP address of the CCMA server, for example 172.18.116.41. Inbound mail server (POP3) — Type the IP address of the e-mail server, for example 172.18.0.55.

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Outbound mail server (SMTP) — Type the IP address of the e-mail server, for example 172.18.0.55. Accept all other defaults.

24

Click Next.

25

On the Ready to Install Software window, review and verify the information.

26

Click Install.

27

After the installation is complete, click Finish.

28

Click Yes to restart the server.

29

After the server restarts, disable Java Runtime Environment (JRE) updates.

Attention: Updating to an unsupported version of JRE can cause the contact center to cease operation and may require the reinstallation of the contact center server. --End--

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Disabling Java Runtime Environment updates on the multimedia server Contact Center supports only specific versions of Java Runtime Environment (JRE). The Contact Center installer installs a supported JRE version, and Contact Center service packs install any required JRE updates. It is important that you disable JRE automatic updating in the Windows Control Panel on all contact center servers. Attention: Updating to an unsupported version of JRE can cause the contact center to cease operation and may require the complete reinstallation of the contact center server.

Procedure steps Step

Action

1

Log on to the Contact Center Multimedia server.

2

Choose Start, Control Panel, Programs, Java.

3

On the Java Control Panel select the Advanced tab.

4

Expand JRE Auto-Download.

5

Select Never Auto-Download.

6

Click OK. --End--

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Providing local users with the Log on as a service right Provide local users with the log on as a service right to ensure that administrators and agents in your Contact Center have access to the Contact Center Agent Desktop application.

Procedure steps Step

Action

1

Log on to the Contact Center Multimedia server with administrative privileges.

2

Click Start, Administrative Tools, Local Security Policy.

3

Under Security Settings, in the left pane, expand Local Policies.

4

In the left pane, click User Rights Assignment.

5

In the right pane, double-click Log on as a service.

6

Click Add User or Group.

7

Click Locations.

8

In the Locations dialog box, select the Contact Center Multimedia server name from the list.

9

Click OK.

10

In the Enter the object name to select box, type IUSR.

11

Click Check Names to verify that the user name exists on the local computer.

12

Click OK.

13

Click Apply to save the changes.

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14

Click OK.

15

Close the Local Security Policy window. --End--

Configuring the MIME types Configure the Multipurpose Internet Mail Extension (MIME) types to ensure that agents can access e-mail message attachments.

Procedure steps Step

102

Action

1

On the Contact Center Multimedia server, click Start, Administrative Tools, Computer Management.

2

In the Computer Management dialog box, expand Services and Applications, Internet Information Services (IIS Manager)

3

Under Connections, expand , Sites, Default Web Site. In this example, is the name of the active Multimedia server, CCMultiMOne.

4

Under IIS, double-click MIME Types.

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5

On the Actions list on the right, click Add.

6

In the File name extension box, type .dic.

7

In the MIME Type box, type application/octet-stream.

8

Click OK.

9

On the Actions list on the right, click Add.

10

In the File name extension box, type .dat.

11

In the MIME Type box, type application/octet-stream.

12

Click OK.

13

In the MIME Types window, search for the extension .eml.

14

On the Actions list on the right, click Edit.

15

In the MIME Type box, type application/octet-stream.

16

Click OK.

17

Close the Computer Management window. --End--

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Verifying the Multimedia database installation Verify that the Multimedia database is installed and configured correctly.

Procedure steps Step

Action

1

On the Contact Center Multimedia server, open Internet Explorer.

2

Enter the following example url: http://CCMultiMOne/csp/multimedia/ws.Contact.cls where CCMultiMOne is the name of the Multimedia server. The following screen appears:

3

If a Web page does not appear, contact your Avaya technical support prime. --End--

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Verifying that Contact Center Multimedia services start Verify that Contact Center Multimedia services start to ensure that contacts are routed immediately after the server restarts for any reason.

Procedure steps Step

Action

1

On the Contact Center Multimedia server, click Start, Administrative Tools, Services.

2

Next to CCMM License Service, verify that the status is Started and the startup type is Automatic.

3

Next to CCMM Starter Service, verify that the status is Started and the startup type is Automatic.

4

Verify that the following services started: •

CCMM Multimedia Contact Manager



CCMM OAM service



CCMM Campaign Scheduler service



CCMM Email Manager

5

If any service did not start, in the Services window, right-click the service name, and click Properties.

6

From the Startup Type list, select Manual and click Start.

7

Click OK. --End--

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Patching the Contact Center Multimedia server Install the most recent Contact Center Multimedia software service patches to ensure that you have the most current development updates.

Procedure steps Step 1

Action For more information on how to patch your multimedia server, see Installing Contact Center Multimedia software patches (page 395). --End--

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Configuration section •

Co-resident server configuration (page 109)



Contact Center Multimedia server configuration (page 135)



Contact Center Multimedia server general configuration (page 139)



Contact Center Multimedia server e-mail configuration (page 147)



Agent Desktop configuration (page 165)



Communication Control Toolkit resource configuration (page 175)



Orchestration Designer (page 183)

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Co-resident server configuration This chapter contains the procedures you must perform after installing Contact Center applications on the co-resident server.

Logging on to Contact Center Manager Administration for the first time When you log on to Contact Center Manager Administration for the first time, you must log on as the default administrator, webadmin. For security reasons, change the default password when you first log on to the application. Contact Center Manager Administration user passwords can contain only English characters and special characters.

Procedure steps Step

Action

1

On the co-resident server, start Internet Explorer.

2

In the Address box, type http://, where is the name of the co-resident server. For example, type http://CCCoresOne.

3

Press Enter.

4

In the Contact Center Manager Administration main logon window, click Change Password.

5

In the Change Password dialog box, in the User name box, type webadmin.

6

In the Old password box, type webadmin.

7

In the New password box, type your new password.

8

In the Confirm password box, type your new password again.

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You can modify the default password only. You cannot change the default user name. Attention: If you lose or forget the new webadmin password, you cannot log on to Contact Center Manager Administration as the webadmin administrator. To avoid this scenario, in Access and Partition Management, you can create a new user account with administrator rights. If you forget or lose the new webadmin password, you can log on to the Contact Center Manager Administration server with the new user account created to change the password. If you forget all passwords for accounts with administrator rights, contact support to have the webadmin password reset. 9

Click Submit.

10

In the main logon window, in the User ID box, type the user name.

11

In the Password box, type the new password.

12

Click Login.

13

Click OK. The system displays the server configuration screen with default values for the current co-resident server.

110

14

In the Server Name box, type the name of the co-resident server, for example type CCcoresOne.

15

Press Tab.

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The server IP address automatically appears in the IP Address box. 16

In the Display Name box, type CCcoresOne; this is how the server appears in the system tree in Contact Center Manager Administration.

17

In the Login ID box, type the default Login ID, sysadmin.

18

In the Password box, type the default password, avaya1.

19

If you receive a logon sequence error message, log on to Server Utility to check your user name and password.

20

Click Submit. The Contact Center Manager Administration Launchpad appears. --End--

Adding Communication Control Toolkit to Contact Center Manager Administration Add the Communication Control Toolkit (CCT) server to Contact Center Manager Administration (CCMA) and associate it to a Contact Center Manager Server (CCMS) server.

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Procedure steps Step

Action

1

Log on to Contact Center Manager Administration with administrative privileges.

2

On the Launchpad, click Configuration.

3

From the Server menu, click Add Server.

4

From the Type list, select CCT.

5

In the Associated CCMS Servers list, select the CCMS with which you want to associate this CCT server.

6

In the Server Name box, type the name of the CCT server, for example CCcoresOne.

7

Press Tab.

8

In the IP Address box, type the IP address of the primary CCT server, for example 172.18.116.41.

9

In the Display Name box, type the name of the Communication Control Toolkit as you want it to appear in the system tree of Contact Center Administration, for example CCcoresOne_CCT. The system automatically assigns a display name that is the same as the server name. To enter a different display name, you must enter a unique name.

10

Click Submit. --End--

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Adding the Multimedia server to Contact Center Manager Administration Add the Contact Center Multimedia (CCMM) server to Contact Center Manager Administration (CCMA) to provide reporting and connectivity support.

Procedure steps Step

Action

1

Log on to Contact Center Manager Administration with administrative privileges.

2

On the Launchpad, click Configuration.

3

On the configuration menu, select Server, Add Server.

4

From the Type list, select CCMM.

5

In the Server Name box, type the name for the CCMM server, for example type CCMultiMone.

6

Press Tab. The server IP address automatically appears in the IP Address box.

7

In the Display Name box, type the name of the Multimedia server as you want it to appear in the system tree in Contact Center Manager Administration, for example CCMultiMone. The system automatically assigns a display name that is the same as the server name. To enter a different display name, you must enter a unique name.

8

To add a Contact Center Multimedia server, in the Login ID box, type mmReport.

9

In the Password box, type the default password, mmRep.

Attention: You must change this password if the system sends a message that contains a logon request for validation. Attention: Do not select Elite Environment check box. 10

Click Submit.

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11

In the left pane, select the Contact Center Manager Server with which you want to associate the Contact Center Multimedia server. For example, select CCCoresOne.

12

Right-click the Contact Center Manager Server and then click Edit Properties.

13

Under Associated Reporting Server, select the check box next to the current active Contact Center Multimedia server name.

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14

Click Submit. --End--

Adding route points for voice Add route points for voice contacts. Add a route point for each CDN you configured on the the Avaya Communication Server 1000 PABX

Procedure steps Step

Action

1

Log on to Contact Center Manager Administration with administrative privileges.

2

On the Launchpad, click Configuration.

3

In the left pane, expand CCcoresOne.

4

Select the CDNs (Route Points) folder.

5

On the CDNs (Route Points) window, in the Name box, type the name of the first voice route point, for example cdn 4750.

6

In the Number box, type the number for the route point, for example 4750.

7

From the Call Type list, select Local.

8

Select the Acquired check box.

9

You must click any other row of the table to add and acquire the Route Point. --End--

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Configuring activity codes Configure activity codes for agents to enter on their phone to track the amount of time spent on specific activities or service areas or to track Not Ready reasons. Agents can enter up to three activity codes during a single contact. If the agent enters no activity code, the contact defaults to the system default activity code. You cannot overwrite the following default activity codes: •

activity code 000 (Not_Ready_Default_Reason_Code)



activity code 00 (Skillset_Default_Activity_Code)



activity code 0 (System_Default_Activity_Code)

Assign a default activity code to a contact if the contact is not queued to a skillset and if no other activity code is assigned. You add Not Ready reason codes in the same way as you add activity codes, except you must use a different range of numbers to distinguish the Not Ready reason codes from the other activity codes.

Procedure steps Step

Action

1

Log on to Contact Center Manager Administration.

2

On the Launchpad, click Configuration.

3

In the system tree, expand the server on which you want to add the activity code, for example CCCoresOne. The server shows its resources.

116

4

Select the Activity Codes folder.

5

In the right pane, in the Activity Codes table, type the name of the new activity code in the Name column. The example here is Not_Ready_Coffee_Break.

6

In the Number box, type the activity code number, for example 10.

7

In the Display Name box, type name of the new activity code as you want it to appear in reports, for example CoffeeBreak.

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8

Click any other row to save your changes. --End--

Creating a threshold class Create a threshold class to specify how statistics are treated in reports and real-time displays. You can create threshold classes to distinguish between types of information that the system collects. For example, you can create different agent threshold classes for customer service trainees and for senior customer service representatives. You can also create different skillset threshold classes for weekday performance and weekend performance.

Prerequisites Attention: Display thresholds apply to both nodal and network-consolidated real-time displays. Therefore, when you define threshold classes on multiple servers in a networked environment, consider making the values the same on each server. This way, when users launch network-consolidated real-time displays, the threshold conditions shown reflect uniform settings across all servers. •

You must define two values for display thresholds—the low end and the high end of the normal range.

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For pegging thresholds, define only the cut-off limit for statistics.

Procedure steps Step

Action

1

Log on to Contact Center Manager Administration.

2

On the Launchpad, click Configuration.

3

In the left pane, expand the server on which to create the threshold class.

4

Select the Threshold Classes folder.

5

In the right pane, in the Name box, type the name of the new threshold class, for example NewTHRESHOLD_template.

6

From the Type list, select the threshold class type, for example Skillset.

7

Click any other row in the grid to update the table and submit the threshold class name. The Thresholds table appears in the right pane.

8

In the Enabled box of the Thresholds table, select the check box for each statistic for which to define thresholds.

9

In the Level 1 box, type the value for the low end of the normal range for display thresholds.

10

For display thresholds only, in the Level 2 box, type the value for the high end of the normal range.

11

Click any other row in the grid to submit your changes. --End--

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Editing a contact type Edit a contact type to change the description of the contact type or to change the default skillset assigned to that contact type.

Prerequisites •

Note the following: — You cannot delete a default contact type. — You cannot edit the contact type name or the skillset prefix. — You cannot edit a contact type if a skillset or an agent is associated with it.

Procedure steps Step

Action

1

Log on to Contact Center Manager Administration.

2

On the Launchpad, click Configuration.

3

In the left pane, expand the server on which to edit the contact type, for example CCCoresOne.

4

Select the Contact Types folder.

5

In the right pane, select the Contact Type to edit.

6

To sort the contact types, click a column header. For example, if you click the Name column header, the contact types are sorted alphabetically according to Contact Type name.

7

From the Default Skillset list, select a new default skillset, and then press Tab.

8

In the Description box, type a new description for the contact type.

9

You must click any other row in the grid to save your changes. --End--

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Adding a local skillset for voice A skillset is the ability or group of abilities necessary to answer a specific type of contact. Skillsets are the basic building blocks of skill-based routing. Skillsets are used to match callers with the agents who can best meet the callers' needs.

Prerequisites •

Define the activity code to assign as the default activity code for the skillset if you do not want to use system-defined default.



Define the threshold class to assign to this skillset if you do not want to use the default threshold class.



Define the Contact Type to assign to this skillset if you do not want to use the default Contact Types.

Procedure steps Step

120

Action

1

Log on to Contact Center Manager Administration.

2

On the Launchpad, click Configuration.

3

In the left pane, expand the server to which to add the skillset, for example CCCoresOne.

4

Select the Skillsets folder.

5

Assign a contact type to the skillset. Select a value from the Contact Type list, for example Voice. CCMA automatically populates the Prefix field with the appropriate skillset name prefix. If you do not select a type, the skillset defaults to the Voice type.

6

In the Skillset Name box, type a name for the skillset, for example Insurance.

7

From the Default Activity Code list, select the activity code that is registered whenever this skillset is used, for example Not_Ready_Coffee_Break.

8

From the Threshold Class list, select the threshold class associated with this skillset, for example NewTHRESHOLD_template.

9

From the Call Age Preference list, select the method to configure the order of contacts in the queue. If you want priority given to the oldest contact in the system, select Oldest. If you want to give priority to the first contact in the queue, select First In Queue.

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10

Optionally, in the Map To ACD-DN box, type the ACD-DN number to which the skillset can map. If you map the skillset to an ACD-DN, calls to that ACD-DN are pegged against the skillset in reports.

11

In the Comment box, type any comments you have about the skillset.

12

Click any other row in the grid to save your changes. --End--

Adding a local skillset for multimedia A skillset is the ability or group of abilities necessary to answer a specific type of contact. Skillsets are the basic building blocks of skill-based routing. Use skillsets to match customers with the agents who can best meet the customers' needs.

Prerequisites •

Define the activity code to assign as the default activity code for the skillset if you do not want to use system-defined default.



Define the threshold class to assign to this skillset if you do not want to use the default threshold class.



Define the Contact Type to assign to this skillset if you do not want to use the default Contact Types.

Procedure steps Step

Action

1

Log on to Contact Center Manager Administration.

2

On the Launchpad, click Configuration.

3

In the left pane, expand the server to which to add the skillset, for example CCCoresOne.

4

Select the Skillsets folder.

5

Assign a contact type to the skillset. Select a value from the Contact Type list, for example EMail. CCMA automatically populates the Prefix field with the appropriate skillset name prefix. If you do not select a type, the skillset defaults to the Voice type.

6

In the Skillset Name box, type a name for the skillset, for example email.

7

From the Default Activity Code list, select the activity code that is registered whenever this skillset is used, for example Not_Ready_Coffee_Break.

8

From the Threshold Class list, select the threshold class associated with this skillset, for example NewTHRESHOLD_template.

9

From the Call Age Preference list, select the method to configure the order of contacts in the queue. If you want priority given to the oldest contact in the system, select

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Oldest. If you want to give priority to the first contact in the queue, select First In Queue.

10

Optionally, in the Map To ACD-DN box, type the ACD-DN number to which the skillset can map. If you map the skillset to an ACD-DN, calls to that ACD-DN are pegged against the skillset in reports.

11

In the Comment box, type any comments you have about the skillset.

12

Click any other row in the grid to save your changes. --End--

Adding a supervisor Complete this procedure in Contact Center Management to add a supervisor to a contact center. You must add a supervisor before you add an agent.

Prerequisites •

Ensure that you have the appropriate access class to add supervisors in Contact Center Management.

Procedure steps Step 1

Log on to Contact Center Manager Administration.

2

On the Launchpad, click Contact Center Management.

3

In the left pane, select the Contact Center Manager Server to which you want to add the supervisor.

4

From the Add menu, select Supervisor.

5

In right pane, enter the following mandatory information about the supervisor:

6

122

Action



first name, for example Joe.



last name, for example Bloggs.



phone login ID, for example 2000.



telephony/port address, for example 4600.

Enter any optional information about the supervisor (for example, Title or Department).

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7

To allow the supervisor to log on to the Contact Center Manager Administration server, under CCMA Login Account Details, enter a Contact Center Manager Administration user ID and password for the supervisor.

8

Click Submit to save the new supervisor profile. --End--

Adding an agent In this window, you can add new agents. What you see in this window depends on how you launch the window and the access class assigned to you. If you select Add > Agent, the window appears and the sections that are relevant to the agent user type expand and are blank. If you select Copy Agent Properties from a Functions menu, or click Create Many while viewing an existing agent, the window appears and the User Details and User Information sections expand and contain some information.

Prerequisites •

Ensure that you have a domain user account for your contact center domain with privileges to list the domain users.



Ensure you have a supervisor added in Contact Center Management.

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You must have the appropriate access class to access and work in this window. If you cannot open part of the window that you need to work with, ask your administrator to update the access class assigned to you. To work with all sections of this window and add and edit all types of users, you need the Add/Edit/Delete Agents and Supervisors access level.

Procedure steps Step

124

Action

1

Log on to Contact Center Manager Administration.

2

On the Launchpad, click Contact Center Management.

3

In the left pane, click the Contact Center Manager Server under which to add the agent.

4

From the Add menu, select Agent.

5

In the New Agent Details window, enter the following mandatory information about the agent: •

first name, for example Agent1



last name, for example Agent1



login ID, for example 1001



primary supervisor, for example Joe Bloggs



call presentation, for example DemoCallPresentation



threshold, for example NewTHRESHOLD_template

6

Enter any optional information about the agent (for example, Title, Department, or Comments).

7

Select Create CCT Agent.

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8

Click Associate User Account.

9

Select Search domain users.

10

In the Domain Name box, type the domain name, for example thewest.

11

Select Specify Domain Account.

12

In the Domain Account section, in the User ID (Domain\User ID) box, type the agent network login identity. For example, type thewest\agent1.

13

In the Password box, type the password for that agent account.

14

From the Search all user accounts where list, select User ID.

15

In the starts with box, type the agent user account name, for example agent1.

16

Click Search.

17

From the list of users, select the agent account, by selecting the corresponding check box in the User Name column.

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18

Click the Contact Types heading.

19

Select the check box beside each Contact Type to assign to the agent. Ensure that E-Mail and Voice are selected.

20

Click the Skillsets heading.

21

Click Assign Skillsets.

22

In the Skillsets area, click List All to list all skillsets configured on the server.

23

From the Priority list for each skillset to assign to the agent, select the priority level or select Standby to put the agent in standby mode for this skillset. For example select priority 3 for the Insurance (voice) and EM_email skillsets. Priority levels range from 1 to 48, with 1 being the highest priority for the skillset.

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Attention: With an Open Queue-enabled Contact Center Manager Server, you can only assign skillsets to an agent that belongs to the same contact type. 24

Click Submit to save your changes. --End--

Configuring and acquiring a phone or voice port Configure and acquire each phone that an agent or supervisor uses to log on to the system. You cannot modify a saved phone or voice port. You can delete a saved phone or voice port and you can add a new phone or voice port. For example, you cannot change a voice port to a phone, or a phone to a voice port. You must delete the voice port or phone and add a new phone or voice port.

Procedure steps Step

Action

1

Log on to Contact Center Manager Administration with administrative privileges.

2

On the Launchpad, click Configuration.

3

In the left pane, expand CCcoresOne.

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4

Select the Phonesets and Voice Ports folder.

5

On the Phonesets and Voice Ports window, in the Name box, type the name of the phone or voice port as you want it to appear in reports, for example 212.0.0.21.

6

From the Type list, select Not Voice Port.

7

In the Address box, type the address of the phone or the voice port on the telephony server, for example 212.0.0.21.

Attention: You must delete the leading zeros or the TN acquire fails. 8

Click any other row of the table to add the phone or the voice port. Not acquired appears in the Status column.

9

Select the Acquired check box.

10

Click any other row of the table to add and acquire the phone or voice port. --End--

Configuring the Communication Control Toolkit service provider Configure the Communication Control Toolkit service provider details to enable connection to the PABX. Configure the polling interval detail in the Communication Server 1000 service provider details. The default polling time is ten seconds, where at intervals of ten seconds CCT sends a message to monitor the connection to the PABX.

Prerequisites •

128

Understand the server provider details for the PABX.

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Procedure steps Step

Action

1

Log on to Contact Center Manager Administration with administrative privileges.

2

On the Launchpad, click Configuration.

3

In the left pane, expand the CCT server and click CCT Administration.

4

In the CCT Administration window, click Launch CCT Console.

5

In the resource menu, select Providers. The details of the providers appear.

6

From the list of providers, select Passive.

7

In the Basic Provider Information section, in the Provider Name box, type Passive.

Attention: The provider name must be Passive. 8

In the IP Address box, type the IP address of the provider, for example 127.0.0.1.

9

In the Port box, type the port number, for example 3000.

10

In the Provider Configuration section, from the Transport list, select TCP.

11

In the Customer Number box, type the customer number, for example 0.

12

From the CS1000 Software Release list, select the software release of your Avaya Communication Server 1000, for example release 7.0.

13

In the Call Data Life Span (minutes) box, type the required value in minutes. The default value is 10.

14

Select or clear the Disable Copy of Data to Consult Call check box.

15

In the CS1000 Home location Code (HLOC) box, type the HLOC value. The default value is 400.

16

In the Network IVR Port box, type the port value, for example 2000.

17

In the Initialization Timeout (seconds) box, type the Initialization timeout setting in seconds. The default value is 32.

18

In the Command Timeout (seconds) box, type the Command timeout setting in seconds. The default value is 5.

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19

Select Save. --End--

Verifying the ELAN subnet connection between the server and the Avaya Communication Server 1000 Verify that the ELAN subnet connection between the co-resident Contact Center server and the Avaya Communication Server 1000 is functioning.

Procedure steps Step

130

Action

1

Connect to the Avaya Communication Server 1000 Call Server.

2

On the PABX, in LD 48, enter the following command: stat ELAN.

3

Verify that the status for the ELAN subnet connected to the server is ACTIVE, EMPTY and APPL ACTIVE.

4

If there are multiple ELAN subnets, check the ELAN subnet connection for each IP address.

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--End--

Example >ld 48 LNK000 .stat elan SERVER TASK: ENABLED ELAN #: 19 APPL_IP_ID: 172.18.116.41 LYR7: ACTIVE EMPTY APPL ACTIVE Attention: After a switchover APPL_IP_ID displays the IP address of the new active server - 172.18.116.30.

Verifying the TN configuration after it is acquired After you configure a phone using LD 11, and CCMS acquires the phone, you can verify the TN configuration using the LD 20 command.

Prerequisites •

A phone is configured in the system using LD 11.



The phone is acquired in CCMS.

Procedure steps Step

Action

1

Connect to the Avaya Communication Server 1000 Call Server.

2

Enter LD 20.

3

Ensure that the following printout appears: >ld 20

PT0000 MARP NOT ACTIVATED

REQ: prt TYPE: tnb TN 212 0 0 21 DATE PAGE DES

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DES AGENT TN 212 0 00 21 VIRTUAL TYPE 2004P1 CDEN 8D CTYP XDLC CUST 0 ... CLS CTD FBD WTA LPR MTD FND HTD TDD HFD CRPD MWD LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1 POD SLKD CCSD SWD LND CNDD CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD ICDD CDMD LLCN MCTD CLBD AUTU GPUD DPUD DNDD CFXD ARHD CNTD CLTD ASCD CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD UDI RCC HBTD AHD IPND DDGA NAMA MIND PRSD NRWD NRCD NROD DRDD EXR0 USMD USRD ULAD CCBD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN FDSD NOVD VOLA VOUD CDMR PRED RECD MCDD T87D SBMD KEM2 MSNV FRA PKCH MUTA MWTD DVLD CROD CROD CPND_LANG ENG HUNT PLEV 02 PUID DANI NO SPID NONE AST 00 03 IAPG 1 AACS YES ACQ AS: TN,AST-DN,AST-POSID ASID 17 ... FCTB ITNA NO

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DGRP PRI 01 MLWU_LANG 0 MLNG ENG DNDR 0 KEY 00 ACD 4501 0 4602 AGN 01 NRD 02 MSB 03 SCR 4551 0

MARP

... 17 TRN 18 AO6 19 CFW 16 20 RGA 21 PRK 22 RNP ... 24 PRS 25 CHG 26 CPN ... DATE 19 OCT 2011

NACT Attention: In the printout, (...) denotes excluded commands. --End--

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Contact Center Multimedia server configuration Configure the Contact Center Multimedia server to manage multimedia contacts in your Avaya Aura® Contact Center.

Logging on to the Multimedia Administration tool for the first time Log on to the Contact Center Multimedia Administration tool to configure the Contact Center Multimedia administration tool.

Procedure steps Step

Action

1

Log on to the co-resident server.

2

Start Internet Explorer.

3

In Internet Explorer, choose Tools, Internet Options.

4

On the Security tab, click Custom Level.

5

Under Downloads, for Automatic prompting for file downloads, select Enable.

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136

6

In Internet Explorer, choose Tools, Internet Options.

7

On the Security tab, click Trusted Sites, Sites.

8

On the Trusted sites dialog box, under Add this website to the zone, type CCMultiMOne.

9

Clear the Require server verification (https:) for all sites in this zone check box.

10

Click Add.

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11

Click Close.

12

Click OK.

13

In the Internet Explorer Address box, type http://, where is the name of the co-resident server. For example, type http:// CCCoresOne.

14

Press Enter.

15

In the User ID box type webadmin and use your configured password to log on.

16

On the Launchpad, click Multimedia.

17

In the left pane, select the name of your CCMM server, for example CCMultiMOne.

18

Select Install Prerequisite Software, and click Launch Multimedia Client.

19

On the Internet Explorer window, click Run. The Contact Center Multimedia Administration tool appears. --End--

Configuring the multimedia license type Configure the license type for the Contact Center Multimedia server. The license you choose must match the system license purchased for your contact center. Nodal licensing is for single sites of Contact Center; corporate licensing enables multiple sites.

Procedure steps Step

Action

1

Log on to the Contact Center Manager Administration application.

2

On the Launchpad, click Multimedia.

3

In the left column, click General Administration.

4

Click General Settings.

5

Under License Type, select NODAL.

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6

Click Save. --End--

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Contact Center Multimedia server general configuration The Contact Center Multimedia server supports multimedia contacts. To manage the multimedia contacts, you must configure general administrator settings and global routing options.

Configuring the reporting credentials Configure the password for the mmReport user. Configure the mmReport user in the Multimedia database to pass data and reporting information to Contact Center Manager Administration to generate real-time and historical reports, and integrated reporting. If you change the password in the Contact Center Multimedia Administrator application, you must update the Contact Center Multimedia password in Contact Center Manager Administration.

Prerequisites •

Log on to the Contact Center Manager Administration application.

Procedure steps Step

Action

1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

In the left column, click General Administration.

3

Click General Settings.

4

To use the default password, do not click Set Password. OR Click Set Password and type the new password in the New Password and Confirm Password boxes.

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5

Click Save. --End--

Adding administrators Add administrators for the Contact Center Multimedia server to control access to configuration components in your contact center. For example, one administrator account can provide access to configure the predictive support tool or some Web services.

Prerequisites •

Log on to the Contact Center Manager Administration application.

Procedure steps Step

140

Action

1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

In the left column, click General Administration.

3

Click Administrator Settings.

4

Click New.

5

In the General Identification Details section, type the following required information about the new administrator: •

Last Name, for example Doe



First Name, for example John



Username, for example J_Doe

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6

In the Contact Details section, add information about how to contact the Administrator, such as the phone number, fax number, and e-mail address.

7

In the Password section type the desired password and confirm it in the confirm password field.

8

Click Save. --End--

Configuring office hours Configure the days and hours that your contact center is open each week. Configuring the office hours is important to determine accurate service levels for contacts that may have a delayed response such as e-mail, voice mail, SMS, scanned documents, and faxes. For example, if a contact is received on Friday and processed on Monday and you configure the office hours to show the contact center is closed over the weekend, the queue time for the contact includes only the time the contact center is open. You can use the office hour calendar in e-mail rules to determine the skillset to which to route the contact. The e-mail rules can send a specific response if the office is closed. The office hour calendar uses sliders to indicate closed times for your contact center. The Start Closed Period slider is a blue triangle. The End Closed Period slider is a red triangle. Each closed period is shown in red with a Start Closed Period and End Closed Period at the beginning and end of the closed office hours.

Prerequisites •

Know the office hours of the contact center.



Log on to the Contact Center Manager Administration application.

Procedure steps Step

Action

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1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

In the left column, click General Administration.

3

Click Office hours.

4

Under Template, type the name of a calendar to configure, for example DemoOfficeHours.

5

Configure holiday dates for the office hour template.

6

Beside a day of the week, click the + symbol.

7

For the day you select, move the Start Closed Period (blue triangle) and End Closed Period (red triangle) sliders to define a period when the contact center is closed. Open hours for the contact center are shown by the green bars. Closed hours are in red.

8

142

Repeat step 6 and step 7 for every day of the week. The opening hours of the contact center shown in the example below are between the hours of 08:00 and 20:00 on Monday, Tuesday, Wednesday, Thursday and Friday.

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9

Click Save. --End--

Configuring holidays Configure the days and times that your contact center is closed for holidays. Configuring the office hours is important to determine accurate service levels for contacts that may have a delayed response such as e-mail, voice mail, SMS, scanned documents, and faxes. For example, if a contact is received on a holiday, the queue time for the contact includes only the time the contact center is open. You can use the office hour calendar in e-mail rules to determine the skillset to which to route the contact.

Prerequisites •

Identify the closed days of the contact center.



Log on to the Contact Center Manager Administration application.

Procedure steps Step

Action

1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

In the left column, click General Administration.

3

Click Office hours.

4

Under Template, type the name of a calendar to configure or select an existing template, for example DemoOfficeHours.

5

In the holiday box, under Name, type the name of a public holiday, for example May Day.

6

Select the Holiday Date for the holiday by double-clicking on the Holiday Date box.

7

Specify the time for the holiday. You can choose from All Day or a specify Start time and End time.

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8

Click Save. --End--

Applying office hours Apply a designated calendar showing open and closed hours of the contact center controlled by the Contact Center Multimedia server. The designated calendar is used in e-mail settings for the contact center. You can respond to e-mail messages by selecting the office hours calendar to send automatic messages to incoming e-mail contacts. You can select which rule group to apply the global office hours to. You can also configure a calendar for each skillset in your contact center.

Prerequisites •

Log on to the Contact Center Manager Administration application.

Procedure steps Step

144

Action

1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

In the left column, select E-mail and click General Settings.

3

Under Office Hours, select the Out of office hours treatment is enabled check box to automatically send an out-of-office type message to the customer when the contact center is closed.

4

Select the calendar you want to use to determine the business hours for your contact center, for example DemoOfficeHours.

5

Select the automatic response for the out of office hours notice, for example Out of hours message.

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6

Click Save. --End--

Configuring the displayed date for traffic reports For e-mail, voice mail, fax, SMS, and scanned documents, you can view traffic reports for each contact type. You can choose a date and specify the skillsets for each media type for the current reports.

Prerequisites •

Log on to the Contact Center Manager Administration application.

Procedure steps Step

Action

1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

Click E-mail.

3

Click View Reports.

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4

In the bottom left corner of the report view, in the Report Date list, select the date for which to view the traffic for your contact center.

5

To display all skillsets, select the Select All Skillsets check box. OR Specify the skillsets to view. The skillsets must be valid for the contact type you review.

6

Click Update.

--End--

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Contact Center Multimedia server e-mail configuration Use this chapter to set up your contact center with the configurations for routing e-mail contacts to fulfill your customer requirements. When you commission your contact center, you configure the e-mail server, a default e-mail skillset, and a default recipient with at least one rule group. The default settings ensure e-mail messages go only to an agent with the ability to handle e-mail messages. You can customize your contact center with additional skillsets, rule groups and e-mail servers. To further enhance your customer service, you can configure routing tools to use in rule groups. Use keyword groups and sender groups to decide how to route contacts. Configure which skillset and priority the e-mail contact is assigned to based on the input for routing contacts. Use automatic suggestions for the agent to reply quickly to an e-mail or automatic responses to send a reply to the customer without agent interaction. You can close the contact immediately after the automatic response. You can configure outbound e-mail settings, such as which skillset to use as a reply address and a list of e-mail addresses that must not receive automatic responses. For each skillset you use to route contacts, you can have a signature with your corporate branding or special information based on the skillset. Other types of contacts generate e-mail messages that are routed using the inbound and outbound e-mail options. Reports appear in the Contact Center Multimedia Administration utility to show the current status of the e-mail traffic. The following reports appear when you select E-mail and View Reports in the left column of the Contact Center Multimedia application. You can choose the report date and the skillsets represented in all displayed real-time reports. •

E-mail (New Vs. Closed) shows the number of contacts in a new and closed state against the time for the selected date and skillsets.



E-mail Progress shows the number of contacts in a new or closed state on a defined date to determine the traffic levels for that date.



E-mail Closed Contacts Queue Time shows the average time an e-mail contact spends in queue while the contact center is open.

You can configure general e-mail settings to minimize space and format special characters for other languages.

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Prerequisites for e-mail configuration •

Ensure that you are licensed for e-mail contacts.

Configuring the e-mail server names Configure the e-mail server names to identify the inbound server (POP3) for e-mail messages received by the contact center and the outbound server (SMTP) for e-mail messages sent by the contact center. If you configured the e-mail servers during installation and the names of the inbound and outbound e-mail servers remain unchanged, you can skip this procedure. You can configure secondary inbound and outbound e-mail servers. If a primary e-mail server fails, the e-mail retrieved during the failure is duplicated in the Multimedia database when you restore the primary server.

Procedure steps Step

148

Action

1

Log on to the co-resident server.

2

In the Contact Center Manager Administration application, on the Launchpad, click Multimedia.

3

In the left column, select General Administration.

4

Click Server Settings.

5

In the Server Settings box, select Inbound POP3 Server.

6

Click Edit.

7

In the Primary Hostname box, type the name of the server that receives or sends e-mail messages, for example InboundServer.

8

In the Port Number box, type the port number for the e-mail server, for example 110.

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9

Click Save.

10

In the Server Settings box, select Outbound SMTP Server.

11

Click Edit.

12

In the Primary Hostname box, type the name of the server that receives or sends e-mail messages, for example OutboundServer.

13

In the Port Number box, type the port number for the e-mail server, for example 25.

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14

Click Save. --End--

Configuring skillsets for e-mail Configure a route point for each skillset, and to use the skillsets in rules. A route point is a location on the open queue that enables incoming calls to be queued and run through a script on the Contact Center Manager Server. An automatic signature is text automatically added at the bottom of an outgoing message. For example, you can encourage customers to visit your customer support Web site by adding the URL and other promotional information or disclaimer text to every message. You can also apply an office hours template for your skillset. If agents in a different time zone or different department have a different set of office hours, you can apply an office hour template that is different from the global office hours schedule configured in general e-mail settings to this skillset.

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Prerequisites •

Log on to the Contact Center Manager Administration application.

Procedure steps Step

Action

1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

In the left column, click General Administration.

3

Click Skillset Settings.

4

Select a skillset for which to assign a route point, for example EM_email.

5

Under the Edit Skillset heading, from the Route Point list, select the route point to assign to the skillset, for example OpenQRoutePointAddress.

6

From the Office Hours list, select the office hours to assign to the skillset, for example DemoOfficeHours.

7

Click Save. --End--

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Creating or changing a keyword group Create a keyword group that you can use to create a rule to route e-mail messages to skillsets. You must assign at least one keyword to a keyword group before you can save the keyword group. The keyword search in an e-mail message is not case-sensitive. For example, if you add the word John, the Email Manager also matches JOHN and john. The Keyword box supports the Unicode UTF-8 character set. You can specify a spelling accuracy in the keyword group. Keyword groups support only asterisks (*) and question marks (?) as wildcard characters. The asterisk (*) represents multiple characters. For example, t* specifies a list of all the words that start with t. The question mark (?) represents a single character. For example, p?t specifies all three letter words that start with p and end with t. A keyword does not support the following characters: # + - & | ! ( ) { } [ ] ^ “ ~ : and \. If you use any of these characters in your keywords, you receive an error message stating that the keyword contains invalid characters.

Prerequisites •

Log on to the Contact Center Manager Administration application.

Procedure steps Step

Action

1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

In the left column, click E-mail.

3

Click Keyword Groups.

4

Click New.

5

Under Keyword Group, in the Group Name box, type a unique name for the keyword group, for example DemoKeywordGroup.

6

In the Keyword box, type a word or a group of words related to the keyword group you create, for example Quote, car, house or insurance (words are added to a group one at a time).

7

To allow close misspellings of the word, select the Allow spelling inaccuracies check box.

8

Specify the percent accuracy to configure.

9

Click >. The keyword or expression is added to the list, and the keyword group is created.

10

152

Repeat step 6 through step 9 to add more keywords to the list.

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11

Click Save. --End--

Creating or changing rule groups Create rule groups to apply to the recipient mailboxes and aliases in your contact center. A rule is a mechanism to route contacts based on who sent the e-mail (sender groups), to apply treatments based on the time a contact was received (office hours), or to route the contact based on words or phrases (keywords). A rule can also send an automatic response and require no interaction by an agent. A rule group is an ordered collection of rules that are reviewed and compared to the incoming e-mail in a particular order. Contacts that best match or first match the rule are assigned to the skillset based on the rule that routes the contact. The rule group contains the default rule which routes the contact if no other rule in the rule group matches the e-mail message.

Prerequisites •

Log on to the Contact Center Manager Administration application.

Procedure steps Step

Action

1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

In the left column, click E-mail.

3

Click Rule Groups.

4

Click New.

5

In the Name box, type the name of the new rule group, for example DemoRuleGroup.

6

Select the Matching Type for the rule group, for example Best Match.

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For Best match, the system checks all rules in the rule group and routes the e-mail message according to the rule with the highest percentage match. For First match, the system checks one rule at a time, in the order of the rule group and routes the e-mail message according to the rule that matches first.

154

7

To add a new rule to the group, click the plus sign (+) button.

8

In Current Search Criteria, under the New Rule heading, click New.

9

In the Add New Criterion drop-down list, select Keyword Match.

10

Click Go.

11

Under Keyword Groups, select the Keyword Group you created, for example DemoKeywordGroup.

12

Click >.

13

Click OK.

14

Click Next.

15

Under the Available Auto-Responses heading, select the required responses and click >. For example, select Out of hours message and click >.

16

Click Next.

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17

In the Name box, type the name of the new rule, for example DemoRule.

18

In the Priority box, select the priority from the drop-down list to assign to the new contact.

19

In the Skillset box, select the skillset from the drop-down list to apply for the new rule, for example EM_email.

20

If you want to apply the office hours to the e-mail message, click Will use Office hours.

21

To close the contact, click Will Close Contact.

22

Click Save.

23

To change the order of the rules in the group (if there is more than one rule in the group), select the rule, and then click the up arrow ( ^ ) button and down arrow ( v ) button to change the order of the rules.

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24

Click Save. --End--

Creating a recipient mailbox Create a recipient mailbox to ensure that at least one mailbox is configured for your contact center. You must configure one recipient to commission the server. You can create additional mailboxes to have the Contact Center Manager Server poll a mailbox on the e-mail server and handle contacts based on the recipient address.

Prerequisites •

Ensure that all enabled e-mail addresses you want to configure in the Email Manager is already configured on your corporate e-mail server.



Log on to the Contact Center Manager Administration application.

Procedure steps Step

Action

1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

In the left column, click E-mail.

3

Click Recipient Addresses.

4

Click New.

5

In the list box, select Mail Store.

6

Under Mailbox Details, in the Mailbox box, type the SMTP mailbox name, for example mailbox99.

7

In the Domain box, type the domain for your e-mail server, for example labmail.com.

8

In the Display Name box, type the name to appear in the e-mail From address, for example [email protected]

9

In the Password box, type the password for the mailbox.

Attention: When you change a password on the e-mail server, you must update this password in the Multimedia Administrator.

156

10

In the Confirm Password box, type the same password you typed in the Password box.

11

In the Inbound POP3 Server box, ensure that the host name or IP address of your POP3 server is selectable.

12

In the Inbound Mail Threshold box, type the maximum number of e-mail messages to be retrieved from the mailbox every scan interval, for example 10. You can enter a different value for this variable for each mailbox.

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13

In the Outbound SMTP Server box, ensure that the host name or IP address of your SMTP server is selectable.

14

In the Rule Group box, select the name of the Rule Group to assign to the recipient mailbox, for example DemoRuleGroup.

15

Click Save. --End--

Updating the system default rule Update the system default rule to ensure that an e-mail arriving at each configured recipient mailbox is assigned to a skillset and can be routed. When you create a recipient mailbox, the system default rule is copied as the last regular rule into the list of rules for the recipient mailbox. The automatic signature is text appended to each e-mail message sent from the contact center in addition to the agent message. The text in the automatic signature contains corporate disclaimer information and must be in fixed-width font. The automatic signature appears in an e-mail message after any personal signature, which is configured in the Agent Desktop application. The system default rule is used in every rule group configured in Contact Center Multimedia.

Prerequisites •

Ensure that you know the default settings for the system delivery failure rule: — use the e-mail default skillset, EM_Default_Skillset — use no automatic response — assign priority 3 (medium high)

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Use caution when you change the properties of the system default rule: — If you change the properties of the rule, you affect the behavior of the system default rule, which affects all recipient mailboxes. — If you delete the skillset associated with the default rule, EM_Default_Skillset is used. — If you delete EM_Default_Skillset, the system stops processing e-mail messages.



Log on to the Contact Center Manager Administration application.

Procedure steps Step

Action

1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

In the left column, click E-mail.

3

Click System Rules.

4

Under System Default Rule, from the Skillset list, select a skillset name, for example EM_Default_Skillset.

5

To change the automatic response settings, under Auto Responses, select another automatic response from the list., for example Out of hours message.

6

To change the priority, under Priority, select a different priority for the contact.

7

Click Save. --End--

Updating the system delivery failure rule Update the system delivery failure rule to ensure that any e-mail message that contains particular phrases such as undeliverable, returned mail, unknown recipient, delivery failure, or delivery report is deleted and not assigned to an agent.

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When you create a recipient mailbox, the system delivery failure rule is copied as the first regular rule into list of rules for the recipient mailbox.

Prerequisites •

Ensure that you are licensed to handle e-mail messages.



Ensure that you know the default settings for the system delivery failure rule: — use the e-mail default skillset, EM_Default _Skillset — use keyword group delivery failure keywords — assign priority 6 (lowest)



Use caution when you change the properties of the system default rule: — If you change the properties of the rule, you affect the behavior of the system default rule, which affects all recipient mailboxes. — If you delete the skillset associated with the default rule, EM_Default_Skillset is used. — If you delete EM_Default_Skillset, the system stops processing e-mail messages.



Log on to the Contact Center Manager Administration application.

Procedure steps Step

Action

1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

In the left column, click E-mail.

3

Click System Rules.

4

Under System Delivery Failure Rule, from the Skillset list, select a skillset name, for example EM_Default_Skillset.

5

To change the keyword group, under Keyword Group, select an existing keyword group from the list, for example Delivery failure keywords.

6

To change the priority, under Priority, select a priority for the contact, for example 6.

7

Select the Will close contact check box to have the rule to close the contact.

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8

Click Save. --End--

Enabling a rule Enable the rule within the rule groups and edit the rules.

Prerequisites •

Log on to the Contact Center Manager Administration application.

Procedure steps Step

Action

1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

In the left column, click E-mail.

3

Click Rule Groups.

4

Click the Rule Group that contains the rule you wish to enable and click Edit.

5

Select a disabled rule.

6

Under Rules, click the check mark button.

7

Click Save. --End--

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Configuring the e-mail settings Configure the following e-mail settings for e-mail messages entering and leaving your designated contact center mailboxes: •

how frequently you scan the e-mail server for new messages



the location in which attachments are stored



automatic numbering of e-mail messages



which text is searched when you use keywords for rules

Default values are provided for required fields. You can change or accept the default values for the optional settings.

Prerequisites •

Log on to the Contact Center Manager Administration application.

Procedure steps Step

Action

1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

In the left column, click E-mail.

3

Click General Settings.

4

To configure a mailbox scan interval, under Mailbox Scan Interval, type the time in minutes. This time refers to the interval between mailbox scans to check for new incoming e-mail messages.

5

To change the attachment file locations from the automatically generated default locations, under Attachment Files, type the new paths for the inbound and outbound URL and shared folders into the fields provided.

6

To include the customer ID or contact ID in a number for the outgoing e-mail message numbering, under Message Properties, select the Customer ID check box, the Contact ID check box, or both.

7

To include the e-mail message body in the keyword search, select the Include email body in keyword search check box. The following example shows the default settings:

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8

In the Search first box, type the number of characters in the content of the body of the e-mail message that you search for keywords.

9

Click Save. --End--

Configuring Microsoft Exchange 2007 for sending outgoing e-mail If Microsoft Exchange 2007 is installed on your e-mail server, configure it to send outgoing e-mail from the Contact Center Multimedia Agent Desktop. If you use Microsoft Exchange 2003, additional configuration is not required.

Prerequisites •

Ensure that you use Microsoft Exchange 2007 on your e-mail server.



Log on to the Contact Center Manager Administration application.

Procedure steps Step

162

Action

1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

In the left column, click General Administration.

3

Click Server Settings.

4

Select the Outbound SMTP Server.

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5

Click Edit.

6

Under Advanced SMTP Authentication, select Base 64 Encoded Authentication.

7

Click Save.

8

Close the Contact Center Manager Administration window.

9

Log on to the Exchange 2007 server.

10

Open the Exchange Management Console.

11

Click Server Configuration, Hub Transport, Receive Connectors Tab.

12

Right-click Default and click Properties.

13

Click the Authentication tab.

14

Disable all authentication except the following:

15



Basic Authentication



Exchange Server Authentication



Integrated Windows Authentication

Close the Exchange Management Console. --End--

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Agent Desktop configuration The Contact Center Multimedia Administrator application has settings that you can use to configure properties in the Avaya Aura® Agent Desktop to help the agents access database information and work with contacts. Perform the procedures in this chapter to configure the Agent Desktop settings.

Configuring agent access to contacts Agents, by default, see all contacts in the contact center. You can restrict the access to show agents only the contacts assigned to the agent’s skillsets.

Prerequisites •

Log on to the Contact Center Manager Administration application.

Procedure steps Step

Action

1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

In the left column, click Agent Desktop Configuration.

3

Click General Settings.

4

Under Agent Skillset Partitioning, select Enable Partitioning.

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5

Click Save. --End--

Controlling access to e-mail message text Agents, by default, cannot edit text in an e-mail message. You can either enable particular agents or enable all agents to delete text from e-mail messages that enter the contact center. For example, select this feature so agents can delete credit card information from an e-mail message to protect confidential customer information.

Prerequisites •

Log on to the Contact Center Manager Administration application.

Procedure steps Step

166

Action

1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

In the left column, click General Administration.

3

Click Agent Settings.

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4

Select the Enable Email Text Deletion For All Agents check box, to enable all agents to delete text from e-mail messages. OR Click the agent, and under Delete Enabled, click the Yes option, to enable that agent to delete text from e-mail messages.

5

Click Save. --End--

Creating or changing custom fields in Agent Desktop You can add a custom field to the Agent Desktop for multimedia contacts. For example, if your customers subscribe to a magazine, you can view information about each customer's subscription expiry date. The value entered by the contact center agent for each customer appears in the custom field, the same as any other customer-entered information such as e-mail address or phone numbers.

Prerequisites •

Log on to the Contact Center Manager Administration application.

Procedure steps Step

Action

1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

In the left column, click Agent Desktop Configuration.

3

Click Resources.

4

In the first blank row under Current Custom Fields (the bottom half of the page), type the name of a custom field, for example Car Insurance. OR Click an existing field to change the label.

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--End--

Configuring the active contact timer Configure the hours and minutes that you want a contact to remain open on a desktop without activity. When this time expires, Agent Desktop places the contact in a pending state. The default time in the Contact Center Multimedia configuration is 1 hour (60 minutes). The actual time that the contact can be open on the desktop without activity is 1 hour less than the maximum open duration for contacts as defined on Contact Center Manager Server. The default maximum open duration on the Contact Center Manager Server is 1 hour.

Prerequisites •

Log on to the Contact Center Manager Administration application.

Procedure steps Step

168

Action

1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

In the left column, click Agent Desktop Configuration.

3

Click General Settings.

4

In the Maximum Open Duration box, type the maximum number of hours and minutes that you want contacts to be active before they move to pending state, for example 1 hour.

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5

Click Save. --End--

Configuring the callback timer Configure the callback timer as a range of minutes to days for the system to wait before re-offering a pending contact to agents. An agent can delay the contact or place the contact into pending state because they are waiting for additional information to complete the contact. The callback timer can be 2 minutes to 200 days (about 6 months). The default range provides the limits to which you can configure the callback time. The actual time value appears by default in the Agent Desktop application when the agent reschedules the contact.

Prerequisites •

Log on to the Contact Center Manager Administration application.

Procedure steps Step

Action

1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

In the left column, click Agent Desktop Configuration.

3

Click General Settings.

4

Under Callback Time, type a number of minutes in the Minimum Time box, for example 60 minutes.

5

Under Callback Time, type a maximum number of days in the Maximum Time box, for example 31 days.

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6

Click Save. --End--

Configuring the callback trunk access Configure the callback trunk access to ensure that you can create a callback to the customer you work with in your contact. The customer can request a callback, and you can schedule callbacks.

Prerequisites •

Log on to the Contact Center Manager Administration application.

Procedure steps Step

170

Action

1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

In the left column, click Agent Desktop Configuration.

3

Click General Settings.

4

Under Callback Trunk Access, type the trunk access number in the Trunk Access Code box, for example 9.

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5

Click Save. --End--

Configuring Agent Desktop behavior You can configure the Agent Desktop behavior to alert the agent when a new contact arrives. The behavior can be one or more of the following: •

Bring the Agent Desktop to the front.



Make an audible alert.



Give focus to the Agent Desktop.

Prerequisites •

Log on to the Contact Center Manager Administration application.

Procedure steps Step

Action

1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

In the left column, click Agent Desktop Configuration.

3

Click General Settings.

4

Under New Contact Presentation, select the check boxes that describe the presentation. Choose Bring to front, Audible Alert, or Give focus.

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If you choose Bring to front, the Agent Desktop moves to the front upon arrival of a new contact. If you choose Audible Alert, a sound is played on the computer when a contact is presented to the agent. If you choose Give focus, the Agent Desktop window is the active window when it moves to the front. 5

Click Save. --End--

Configuring the state of the Agent terminal on log off Configure the agent terminal to be in idle or busy state when the agent logs off of the Agent Desktop.

Prerequisites •

Log on to the Contact Center Manager Administration application.

Procedure steps Step

172

Action

1

On the Launchpad in Contact Center Manager Administration, click Multimedia.

2

In the left column, click Agent Desktop Configuration.

3

Click General Settings.

4

Under Logoff Terminal State, select Idle or Busy.

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5

Click Save. --End--

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Communication Control Toolkit resource configuration This section describes how to configure Communication Control Toolkit.

Logging on to Communication Control Toolkit Web Administration using CCMA Log on to Communication Control Toolkit Web Administration to manage CCT resources. In a contact center environment with Contact Center Manager Administration (CCMA) installed, you access CCT Web Administration using the CCMA Launchpad.

Prerequisites •

You have added the Communication Control Toolkit server to Contact Center Manager Administration and associated it with a Contact Center Manager Server.

Procedure steps Step

Action

1

Log on to the co-resident server.

2

Log on to the Contact Center Manager Administration application.

3

On the Launchpad, click Configuration.

4

In the left pane, expand the Communication Control Toolkit server for which you want to access the management console. The server expands to show the CCT Administration folder.

5

Click CCT Administration.

6

Click Launch CCT Console.

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A new browser window opens with the CCT Web Administration client. --End--

Adding a terminal Add a terminal so a CCT user can use it to handle customer contacts.

Prerequisites •

Know the name, properties, and mappings for the resource you are about to add to the CCT database.

Procedure steps Step

Action

1

Expand CCT Web Administration client.

2

In the tree-view pane, expand Providers, Passive.

3

Right-click Terminals.

4

Click Add New Terminal. The Terminal details appear in the details pane.

5

In the Name box, type a name for the terminal. The terminal name must be in the form "Line ...", for example Line 212.0.0.21.

176

6

From the Terminal Type list, select Agent.

7

Select the Enabled check box to enable this terminal.

8

In the Provider-Specific Properties section, select one or more line features as required.

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9

Click Save.

Attention: When the procedure is completed, in the left pane click on the Refresh Data From Database symbol (in the top left corner of the screen). --End--

Adding an agent address Add an address so a CCT user can use it to handle customer contacts.

Prerequisites •

Know the name, properties, and mappings for the resource you are about to add to the CCT database.

Procedure steps Step

Action

1

Expand the CCT Web Administration client.

2

In the tree-view pane, expand Providers, Passive.

3

Right-click Addresses.

4

Click Add New Address. The Address details appear in the details pane.

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5

In the Name box, type a name for the address, for example 4602. This address represents the Agent Position ID, which you configured in the Avaya Communication Server 1000 Configuration section of this guide.

6

Select the Enabled check box to enable this address.

7

From the Type list, select Agent.

8

Click Save.

Attention: When the procedure is completed, in the left pane click on the Refresh Data From Database symbol (in the top left corner of the screen). --End--

Adding a private address Add an address so a CCT user can use it to handle non-customer contacts.

Prerequisites •

Know the name, properties, and mappings for the resource you are about to add to the CCT database.

Procedure steps Step

178

Action

1

Expand the CCT Web Administration client.

2

In the tree-view pane, expand Providers, Passive.

3

Right-click Addresses.

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4

Click Add New Address. The Address details appear in the details pane.

5

In the Name box, type a name for the address, for example 4551. This address represents the Agent SCR key, which you configured in the Avaya Communication Server 1000 Configuration section of this guide.

6

Select the Enabled check box to enable this address.

7

From the Type list, select Basic.

8

Click Save.

Attention: When the procedure is completed, in the left pane click on the Refresh Data From Database symbol (in the top left corner of the screen). --End--

Assigning an address to a terminal Assign an address to a terminal so the logical address is associated with physical terminal or endpoint.

Procedure steps Step

Action

1

Expand the CCT Web Administration client.

2

In the tree-view pane, expand Provider, Passive.

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3

Click Terminals.

4

In the Terminals pane, locate and click the terminal, for example Line 212.0.0.21.

5

Expand the Address Assignments section.

6

Select the addresses to assign to this terminal, for example 4551 and 4602.

7

Click the right-arrow button (>) to move Available Resources to Assigned Resources.

8

Click Save. --End--

Assigning a terminal to a user or user group Assign a terminal to a user or user group, so those users can use the terminal.

Procedure steps Step

180

Action

1

Expand the CCT Web Administration client.

2

In the tree-view pane, click Users.

3

In the CCT Users pane, locate and double-click the user, for example thewest\Agent1.

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4

Expand the Terminal Assignments section.

5

Select the terminal to assign to this user, for example Line 212.0.0.21.

6

Click the right-arrow button (>) to move Available Resources to Assigned Resources.

7

Click Save.

Attention: When the procedure is completed, in the left pane click on the Refresh Data From Database symbol (in the top left corner of the screen). --End--

Verifying CCT using Reference Client Verify Communication Control Toolkit configuration by using the Reference Client to ensure that all resources are available and accessible to route contacts for CCMS. The Reference Client is an installation testing tool and is not to be deployed for production contact center use.

Procedure steps Step 1

Action Log on to the co-resident server with the Local Administrator user ID and password.

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2

Click Start, All Programs, Avaya, Contact Center, Communication Control Toolkit, Ref Client.

3

In the Server Settings dialog box, click OK.

4

From the Session menu, click Connect.

5

In the User Credentials dialog box, enter the details of a user, enter a User ID, Domain and Password. For example, enter the UserID Agent1, the domain name thewest.com and the user password.

6

Click OK.

7

In the Available Desktop Devices box, select the address you want to use for the test call, for example 4551.

8

Enter the Destination Address in the text box to the right of the Originate button, for example 4550.

9

Click Originate. The destination address shows a Local State of Ringing in the Reference Client.

10

Select the ringing address on the Reference Client, and click Answer.

11

Release the call. --End--

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Orchestration Designer This chapter demonstrates how to install and perform some basic configuration steps on your Orchestration Designer and route a call to the appropriate queue in the contact center.

Installing the Orchestration Designer client software Install the Orchestration Designer software to allow your administrator to create scripts for routing calls.

Procedure steps Step

Action

1

Log on to the co-resident server with administrator privileges.

2

Start Internet Explorer.

3

In the Address box, type http:// where servername is the name of your co-resident server. For example type http://CCcoresOne.

4

Press Enter.

5

Log on to the Contact Center Manager Administration browser as webadmin, using your password.

6

On the Launchpad, click Scripting.

7

In the Scripting window, on the menu, click Orchestration Designer, and then click Launch Orchestration Designer. A VBScript window opens.

8

Click OK.

9

In the dialog box, click Run.

10

In the Orchestration Designer- InstallShield Wizard, click Next.

11

In the User Name box, type a name, for example AvayaUser.

12

In the Organization box, type your company name, for example Avaya.

13

Select Anyone who uses this computer (all users).

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14

Click Next.

15

Accept the default Destination Folder.

16

Click Next.

17

Click Install.

18

Click Finish. --End--

Opening Orchestration Designer Open Orchestration Designer to configure the routing in your contact center environment.

Procedure steps Step

Action

1

Log on to the co-resident server.

2

Log on to the Contact Center Manager Administration application.

3

On the Launchpad, click Scripting.

4

On the Orchestration Designer menu, click Launch Orchestration Designer. --End--

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Procedure job aid The following figure shows Orchestration Designer for Contact Center. Each part of the window contains a label that describes what appears in the panel. Orchestration Designer for Contact Center

1

Contact Center view: The Contact Center view of Orchestration Designer shows all applications, application variables, and application management data currently configured in your Contact Center.

2

Application editor view: The Application editor is the main tool to create or modify the default applications. It provides the canvas on which to place the blocks.

3

Problems view: The Problems view shows the errors in the current script or flow application. You can use the problems view to determine the location and cause of the problem.

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Orchestration Designer tabs

1

View tabs: The tabs located across the top of the Application editor represent main pages and block editors for the flow applications on which you work.

2

Palette bar: The icons represent blocks that you can use to build your Contact Center applications. The blocks you see depend on the switch you use in your Contact Center.

3

Edit bar: Located horizontally above the Application editor, provides quick access to cut, copy, paste, delete. It also contains formatting buttons for your application.

4

Application Manager Data folder contains a list of all the agents, skillsets, CDNs, and DNISs. Applications folder contains a list of all the applications in the system. Applications are used to control how contacts are routed through the Contact Center and the treatment each contact receives. Applications Variables contains a list of all the variables in the system. Variables are used to change the nature of a flow at run time without changing the application.

You can also start Orchestration Designer from the Start menu. Click Start, All Programs, Avaya, Contact Center, Orchestration Designer. If you start Orchestration Designer using the Start menu, you can create and work with applications and variable data in a local version of Orchestration Designer without affecting the working contact center. The local version of Orchestration Designer allows you to perform the following tasks: •

186

Access all information without restrictions by access classes.

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Orchestration Designer



Perform updates without affecting your Contact Center applications.



Create applications using Orchestration Designer before the rest of the Contact Center software is installed.

By default, the Local and Problems views appear in your Orchestration Designer window. The top right corner is reserved for the script or flow application editor. Only one instance of Orchestration Designer can run at a time.

Creating a graphical flow using Orchestration Designer Create a new graphical flow in Orchestration Designer to route contacts to an appropriate queue in the contact center.

Prerequisites •

Start Orchestration Designer.

Procedure steps Step

Action

1

In the Contact Center pane, select your co-resident server name.

2

Right-click Applications [Full Control].

3

Select New, Application.

4

In the New Contact Center Application dialog box, select Create in Contact Center.

5

In the Application Name box, type a name for the new application, for example TESTFLOW.

6

In Application Type, select Graphical Flow.

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7

Click Finish. The TESTFLOW application opens in the Application view.

8

From the palette bar, under Templates, select the Treatment block icon.

9

Click in the Main [TESTFLOW] panel. The CCTREATMENTBLOCK icon appears in the Main Flow Editor.

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10

Double-click the CCTREATMENTBLOCK icon to open the details for the block.

11

Select the Ringback option.

12

In the Minimum Duration (secs) box, type 2.

13

Click the X on the Treatment tab to save and close the treatment block.

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190

14

Right-click on the CCTREATMENTBLOCK treatment block and select Rename.

15

On the Rename dialog, in the Name box, type a new name for the Treatment block. For example, type GIVERINGBACK2.

16

Click OK.

17

In the Main [TESTFLOW] panel, left-click the Start node.

18

Right-click the Exit block and select (Dis)Connect.

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Orchestration Designer

19

Left-click the Start node and then right-click on the GIVERINGBACK2 treatment block, and select (Dis)Connect.

This creates a link from the Start node to the GIVERINGBACK2 block.

20

From the palette bar, under Templates, select the Wait block icon.

21

Click in the Main [TESTFLOW] panel. The CCTWAITBLOCK icon appears in the Main Flow Editor.

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22

Double-click on the CCTWAITBLOCK wait block to open the details for the block.

23

In the Block Name box, type a new name for the Wait block. For example, type WAIT2.

24

In the Duration (secs) box, type 2.

25

Close the Wait block tab.

26

Left-click on the GIVERINGBACK2 treatment block and then right-click on the WAIT2 wait block, and select (Dis)Connect.

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This creates a link from the GIVERINGBACK2 block to the WAIT2 block.

27

From the palette bar, under Templates, select the Queue block icon.

28

Click in the Main [TESTFLOW] panel. The CCQUEUEBLOCK icon appears in the Main Flow Editor.

29

Double-click on the CCQUEUEBLOCK queue block to open the details for the block.

30

Under Command, ensure Add is selected and under Queue To, ensure Skillset is selected.

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31

Change the Priority to 3.

32

Click Add.

33

In the Chooser dialog, expand Application Manager Data, Local Skillsets.

34

Select the voice skillset you added previously, for example Insurance.

35

Click OK.

36

Close the Queue block tab.

37

Right-click on the CCQUEUEBLOCK and select Rename.

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On the Rename dialog, in the Name box, type a new name for the Queue block. For example, type QUEUEINSURANCE.

39

Click OK.

40

Left-click on the WAIT2 wait block and then right-click on the QUEUEINSURANCE queue block, and select (Dis)Connect.

This creates a link from the WAIT2 block to the QUEUEINSURANCE block.

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Left-click on the QUEUEINSURANCE wait block and then right-click on the EXIT node, and select (Dis)Connect.

This creates a link from the QUEUEINSURANCE block to the EXIT node.

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42

Close the TESTFLOW tab. On the Save Resource dialog box, click Yes to save your changes.

43

To activate the flow, right-click on the flow in Contact Center view, and select Activate.

44

Click OK.

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The TESTFLOW flow activates. --End--

Configuring contact routes Configure the contact routes for incoming contacts. You assign contact routes based on CDNs (route points), DNISs, or CLID number of a contact. For each CDN (route point) or CLID number, you can designate a flow application that controls contact handling.

Prerequisites •

Create an application in Orchestration Designer.



Create an agent in your contact center.



Create at least one CDN (Route Point) in your Contact Center.

Procedure steps Step

Action

1

In the Contact Center pane, select your Contact Center Manager Server name.

2

Expand Applications [Full Control].

3

Double-click Master_Script.

4

Under Available Routes, select a specific CDN (Route Point) or CLID, for example expand CDNs and select 4750.

5

Click Add.

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6

In the Application Chooser, select the new application you created to associate with the route, for example TESTFLOW.

7

Click OK.

8

Choose File, Save.

9

Exit Orchestration Designer. --End--

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Client Installation section •

Preparing for client software installation (page 201)



Agent Desktop client software installation (page 205)



Agent Desktop Call Control (page 213)



Agent Desktop E-mail messages (page 223)

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Preparing for client software installation This chapter describes the procedures you need to perform on the client computer before you install Contact Center Manager Administration client software.

Configuring Internet Explorer on the client computer Configure Internet Explorer on your client computer before you install Avaya Aura® Contact Center client software.

Prerequisites •

Install Microsoft Internet Explorer 7.0 or later (32 bit version only).

Procedure steps Step

Action

1

On the client computer, start Internet Explorer.

2

From the menu, select Tools, Internet Options.

3

In the Internet Options dialog box, click the Security tab.

4

Click the Trusted Sites icon.

5

Click Custom Level.

6

In the Security Settings dialog box for trusted sites, under the .NET Framework-reliant components heading, select Enable for the following:

7



Run components not signed with Authenticode



Run components signed with Authenticode

Under the ActiveX controls and plug-ins heading, select Enable for the following: •

Automatic prompting for ActiveX controls



Download signed ActiveX controls



Run ActiveX Controls and plug-ins



Script ActiveX Controls marked safe for scripting

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8

Under the Downloads heading, select Enable for the following: •

Automatic prompting for file downloads



File download

9

Under the Miscellaneous heading, for Allow script-initiated windows without size or position constraints, select Enable.

10

Under the Miscellaneous heading, for Allow websites to open windows without address or status bars, select Enable (Applies to Internet Explorer 7.0 and later).

11

Click OK.

12

If you enabled ActiveX options, when a message appears asking you to confirm your choice, click Yes.

13

Click the Trusted Sites icon.

14

Click Sites.

15

In the Trusted sites dialog box, clear the Require server verification (https:) for all sites in this zone check box.

16

In the Add this Web site to the zone box, type the server name (not the IP address) for your Contact Center Manager Administration server, for example CCcoresOne. OR If you used the fully qualified domain name when you installed Contact Center Manager Administration on the Contact Center Manager Administration server, in the Add this

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Web site to the zone box type the fully qualified domain name, for example CCcoresOne.thewest.com. 17

Click Add.

18

In the Add this Web site to the zone box, type the server name (not the IP address) for your Contact Center Multimedia server, for example CCMultiMone.

19

Click Add.

20

Click Close to return to the Internet Options dialog box.

21

Click the Privacy tab.

22

In the Pop-up Blocker section, select the Turn on Pop-up Blocker check box.

23

Click Settings.

24

In the Pop-up Blocker Settings dialog box, in the Address of website to allow box, type the Contact Center Manager Administration URL, http:///. For example, type http://CCCoresOne.

25

Click Add.

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26

Click Close.

27

In the Internet Options dialog box, click the Advanced tab.

28

Under Browsing, clear the Reuse windows for launching shortcuts check box.

29

Click Apply.

30

Click OK to exit the Internet Options dialog box.

31

Restart Internet Explorer to activate your changes. --End--

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Agent Desktop client software installation This chapter describes how to install the Agent Desktop client software on each client computer in your contact center. Agent Desktop enables agents to handle contacts of all media types enabled in your contact center from the start to the end of a contact. Agent Desktop is part of the Avaya Aura® Contact Center solution. You install the Agent Desktop client application on the client computers from the server by accessing a Web location on the Contact Center Multimedia server.

Prerequisites for Agent Desktop client software installation •

Install one of the supported operating systems for Agent Desktop on the client computer. The supported operating systems are: — Windows XP with Service Pack 2 (SP2) or later — Windows 7 — Windows Vista



Install Internet Explorer Release 7.0 or later.

Creating Domain users and groups for agents Create domain users for the Contact Center agents (if they do not already exist). Add the agents’ desktop computer to the domain, then add the desktops to a Windows domain organizational unit (OU). Agents need a domain account to log on to the desktop computer to use Agent Desktop. Keeping all the contact center desktops in a single group allows management of policies for them. Attention: You must have domain administration rights to perform this procedure. If you do not have domain administration rights, ask your Domain Administrator to create or modify the user accounts, agent computer accounts, and organizational unit required by Avaya Aura® Contact Center.

Procedure steps Step 1

Action Create a domain account for each Contact Center agent.

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2

206

Add all of the agents’ desktops to the domain. For example add the agent desktop computers to the thewest.com domain.

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On the domain controller server, create a Windows organization unit (OU) to contain all the desktop computers for the agents using Agent Desktop.

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4

For example, in the thewest.com domain, create an OU called CampusHA_OU.

5

Add the all the agents’ desktops to this OU, for example the CampusHA_OU. --End--

Assigning a group policy for embedded softphone settings Assign the Group Policy administrative template with specific settings for Agent Desktop to your Windows domain controller. You need to copy the administrative template file from the CCMM server to the Windows domain controller. You also need to add all the desktop computers for the agents using Agent Desktop to an organization unit (OU) on the contact center domain.

Prerequisites for assigning the group policy •

You understand Windows group policy management. Attention: This procedure describes the steps to follow on Windows 2008 Server. If you are using an earlier version of Windows for your domain controller, refer to the appropriate Windows documentation.

Procedure steps Step 1

208

Action On the Contact Center Multimedia server, navigate to the D:\Avaya\Contact Center\ Multimedia Server\Common Utilities folder and locate the AAADSignalPort.ADM file.

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2

Copy the administrative template file to your Domain Controller.

3

On the Windows domain controller, choose Start, Administrative Tools, Group Policy Management.

4

In the left pane, Expand Forest: , Domains, , for example a domain name of thewest.com.

5

Right-click the OU to which you want to link the Group Policy administrative template. This is the OU that contains the agents’ desktop computers, for example CampusHA_OU.

6

Select Create a GPO in this domain, and Link it here.... The New GPO dialog appears.

7

In the Name box, type a name for the new GPO, for example CampusHA_GPO.

8

Click OK.

9

Right-click the GPO you created.

10

Select Edit.... The Group Policy Management Editor dialog appears.

11

Under Computer Configuration, expand Policies.

12

Under Policies, right-click Administrative Templates.

13

Select Add/Remove Templates.... The Add/Remove Templates dialog appears.

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14

Click Add. The Policy Templates dialog appears.

15

Browse to the location where you copied the AAADSignalPort.ADM file, select this file, and click OK.

16

The Add/Remove Templates dialog now shows the template you added.

17

Click Close.

18

From the View menu, select Filtering.

19

Select Only show policy settings that can be fully managed.

20

Click OK.

21

Under Administrative Templates expand the policy template you added, for example Classic Administrative Templates (ADM).

22

Click on the new template.

23

In the right-hand pane, double-click the SignalProtocol setting. The SignalProtocol Properties dialog appears.

210

24

On the SignalProtocol dialog box, select Enabled.

25

Type "1" in the Signal Protocol box.

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26

Click OK.

27

Exit the Group Policy Management Editor.

28

Ensure all agents restart their desktop computers before accessing the Agent Desktop application for the first time. --End--

Installing the Agent Desktop client software Install the Agent Desktop client software on each client computer for which an agent logs on to handle contacts using the softphone and multimedia toolbar. Attention: If you plan to implement High Availability (HA) with a standby Contact Center Multimedia server, install the minimum number of Agent Desktop clients required to test the solution. When you configure HA, client computers already installed require a reinstall of Agent Desktop to reference the Managed IP address of the HA solution.

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Procedure steps Step

Action

1

Log on to the client computer using the agent user account.

2

Start Internet Explorer.

3

In the Address box, type http:///agentdesktop, for example http:// ccmultimone/agentdesktop/.

4

On the Agent Desktop page, click Install Prerequisites.

5

On the File Download - Security Warning message box, click Run.

The client downloads the .NET Framework and C++ software from the server and installs the application on the client. 6

Click Launch AAAD.

7

On the Application Install - Security Warning message box, click Install. --End--

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Agent Desktop Call Control Avaya Aura® Agent Desktop is a single-interface client application used to interact with customers. You can respond to customer contacts through a variety of media, including phone, outbound contacts, e-mail, Web communication, instant messaging, fax, scanned documents and SMS text messages. Agent Desktop provides automation for customer responses to eliminate repetitive actions, such as typing a common response in an e-mail message. This chapter describes the main user interface of the Agent Desktop application. There are three main sections to the Agent Desktop user interface: Example of Agent Desktop layout

1

Top Bar

2

Work list window

3

Action bar

The Agent Desktop also provides other controls and menus that are explained in the following chapters.

Work item paradigm The main Agent Desktop user interface is based on a work item paradigm. Each agent-to-customer interaction is a work item. Work items appear on the Agent Desktop work list. If you perform another interaction associated with that work item (for example, an IM consultation with an expert), then that interaction is displayed as part of the original work item. The work list consists of work items and control buttons corresponding to the work item. The controls and functions change depending on the work list window behavior. When a new contact arrives, Agent Desktop adds the new contact as a work item to the work list.

Top bar The Top bar appears at the top of the Agent Desktop window. The Top bar provides the system status and main controls to operate Agent Desktop.

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Example of Top bar layout

The agent status icon appears on the top left corner of the Agent Desktop Top bar. It shows the agent status, agent name, agent login ID, and agent dialable number. The Top bar has the following icons: Top bar icons Icon

Name

Description

Terminal action

Access Emergency, Observe and Intrinsics controls

User preferences Access user preferences and change audio settings for the softphone. Agent status

Select agent status

Help

Access help information

Use the Terminal Action menu to perform the following tasks: Terminal Action Menu Command

Description

Observe

Used by supervisors or agent-supervisors to listen in on a contact.

Emergency

Immediately connect with your supervisor in case of emergency. SIP-enabled contact center does not support this feature.

Work list window The work list window contains work items and control buttons corresponding to the work item. The controls and functions change depending on the information in the work list window. The top right corner of the work list window has work item controls. These controls are common to all work items on the work list. When a new contact arrives, Agent Desktop adds the new contact as a work item to the work list. The following figure shows the work list windows and controls.

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Example of work list layout

The illustrated work list shows two work items: 1

A voice call work item, at the top of the work list.

3

An e-mail work item, at the bottom of the work list. The e-mail is on hold.



A work item is a collection of interactions with a customer, another agent, a supervisor, or an expert.



A work list is a collection of work items. When you receive a new contact, it is added to the work list so that you can monitor your current contacts. When you finish with the contact, or reject the contact, the work item is removed from the list.

Work item controls Each work item has a number of contact-related controls. These controls change depending on the work list window behavior and contact type. Examples of work item controls Voice

IM

E-mail

-

Name

Description

Accept

Accept the work item.

Release

Release or reject the work item.

Hold

Place the work item on hold.

Transfer

Transfer the work item contact.

Conference

Conference the work item.

Activity code

Set the work item activity code.

Work item details

Read work items details.

Only appropriate controls are displayed on work items. Voice-related controls are displayed on a voice work item. IM related controls are displayed on IM work item.

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Action bar The Action bar contains global controls to create a new work item, to search contacts, and to open secondary windows. The Action bar stays at the bottom of the Agent Desktop window and remains at the bottom as the window expands. Example of Action bar layout

Use the Action bar at the bottom of the main interface to make new contacts. New voice, IM, or e-mail contacts are collectively called new work in the Work Item Paradigm. Action bar commands Icon

Name

Description

Customer Details

View customer details.

Contact Presence

Contact presence (used for IM only).

Observe

Listen in or participate in agent-customer calls or chat sessions.

(Used by Supervisors only) Phone book

Contact agents through the LDAP agent contact directory.

Initiate Contact

Start a new work item.

Call Supervisor

Call your supervisor.

DTMF

Generate DTMF tones.

Agent Greeting

Used to record an agent greeting.

Contact Search

Search for contacts.

Customer Search

Search for customers.

Schedule Callback

Schedule callback.

Agent Statistics

Display agent statistics scroll bar.

Starting the Agent Desktop Start the Agent Desktop when you are ready to open the application.

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Prerequisites •

Ensure that the administrator configured your Windows User ID in Communication Control Toolkit (CCT) and that you have a valid user ID, password, and domain for use with Agent Desktop.

Procedure steps Step

Action

1

In Windows Explorer or Internet Explorer, enter the HTTP address (URL) provided by your system administrator. The URL format is /agentdesktop, for example CCMultimOne/ agentdesktop.

2

Click Launch AAAD. OR Click Start, All Programs, Avaya, Agent Desktop. The Agent Desktop toolbar appears. If a CCT Connection Failure message appears stating the automatic login to CCT using your Windows logon identity failed, your Windows User ID is not configured on CCT. Click Retry to enter valid User Credentials or click Cancel to exit the application. --End--

Logging on to Agent Desktop Log on to the Agent Desktop after you start the Agent Desktop application. The system automatically configures your status to Not Ready. Change your status to Ready to indicate that you are available to handle all media types for which you are licensed and configured. If you are assigned to a skillset for a particular contact type, you can receive and create contacts in that contact type.

Procedure steps Step

Action

1

Start the Agent Desktop.

2

On the Agent Desktop Top bar, from the Status list, select Login.

3

In the Multimedia tab, type your ID and Password. For example, type Agent1’s user ID of 1001 and Agent1’s password.

Attention: The default Multimedia password is the same as the agent ID.

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4

Click Login. The status icon changes to Not Ready. --End--

Changing your status to Ready Change your status to Ready when you are available to create or receive contacts.

Procedure steps Step

Action

1

On the Agent Desktop Top bar menu, click the Status icon.

2

Select Go Ready.

Agent Desktop places you in Ready status. The status icon changes to green and the Top bar displays the Ready status. --End--

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Accepting a call Accept and work with telephone calls. The relevant work item controls become active and the call timer appears in the work item. If your administrator configured your contact center to run in Force Call mode, you must handle all contacts presented to you.

Prerequisites •

Ensure that you are in Ready state.



Ensure that you have a skillset designated to handle telephone calls.

Procedure steps Step 1

Action On the Agent Desktop, select the new alerting work item and click the Accept work item control.

The top pane of the Agent Desktop shows the customer details and history of all past calls with the contact. --End--

Ending a call End a call when a call is completed. If you were in Ready status before the call, you automatically return to Ready when you terminate the call. If you require time to perform call wrap-up tasks before you accept another call, change your status to Not Ready and enter a Not Ready Reason Code in the Code field of the Top bar. Not Ready Reason codes are defined by the administrator.

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Procedure steps Step 1

Action On the work item, click Release. --End--

Making a call Make a call using Agent Desktop. Ensure that you follow the steps based on the type of phone number you want to call: •

the default phone number



a new external phone number



a new internal phone number

Procedure steps Step

Action

1

On the Agent Desktop Action bar menu, click Initiate Call.

2

In the text box to the left of Initiate Call, enter the phone number to dial, for example 123456789.

3

Click Originate Call.

Agent Desktop dials the number. A new work item is added to the work list and the call timer on the work items starts to increment. 4

220

Click Release when you complete the call.

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5

If required by your supervisor, enter an activity code in the Activity Code box, and then press Enter. --End--

Logging off from Agent Desktop Log off from Agent Desktop when you are ready to exit the application. A warning message appears asking you to confirm that you want to close the Agent Desktop and log off.

Prerequisites Ensure that you do not have a contact open. If a contact is open, you must close the contact before you log off of the application.

Procedure steps Step

Action

1

On the Agent Desktop Top bar menu, click the Status icon.

2

Click Log Out. Agent Desktop logs you off. The status icon changes to red and the Top bar displays the Logged Out status. --End--

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Agent Desktop E-mail messages This chapter describes how to perform e-mail tasks by using the Avaya Aura® Agent Desktop: •

Accept the incoming e-mail contact.



Review and update customer information.



Send a reply.



Forward an e-mail message.



Finish an e-mail message.

You can also use Agent Desktop to create a new e-mail message. Example of e-mail toolbar

The Agent Desktop e-mail editor offers improved e-mail editing, formatting feature buttons and management in HTML-format e-mail messages. The feature buttons are added to the bottom of the e-mail toolbar. •

Undo (Ctrl+z)



Text font



Text style



Color text



Bold text



Italic text



text indent



Underlined text



Highlighted text



Horizontal line-rule support



Insert image links



Insert hyperlink

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Text justification



Numbered lists



Bulleted lists

These formatting and additional insertion buttons are only displayed on the e-mail editor toolbar when HTML format e-mail is selected. Plain text format e-mail do not support text formatting. Blind carbon copy (Bcc:) is available only when using the e-mail Address Book.

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The following table shows the e-mail feature buttons. E-mail editing and formatting controls Control

Function Bold selected text Italicize selected text Underline selected text Align text with left margin Center text Align text with right margin Numbered list items Bulleted list items Indent selected text Outdent selected text Undo last change Redo the last change Change color of selected text Insert a hyperlink Insert a graphic E-mail attachment Spell check E-mail signature E-mail templates

Logging on to Agent Desktop Log on to the Agent Desktop after you start the Agent Desktop application. The system automatically configures your status to Not Ready. Change your status to Ready to indicate that you are available to handle all media types for which you are licensed and configured. If you are assigned to a skillset for a particular contact type, you can receive and create contacts in that contact type.

Procedure steps Step 1

Action Start the Agent Desktop.

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2

On the Agent Desktop Top bar, from the Status list, select Login.

3

In the Multimedia tab, type your ID and Password. For example, type Agent1’s user ID of 1001 and Agent1’s password.

4

Click Login. The status icon changes to Not Ready. --End--

Accepting an incoming contact Accept an incoming contact to display customer details and begin contact with a customer. Agent Desktop expands to show the customer details and the call timer appears in the work item. The new incoming e-mail is presented as a new work item in the work list window.

Procedure steps Step 1

226

Action On the Agent Desktop, click Accept.

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The e-mail opens in the E-mail Display panel. The customer’s details open in the bottom left hand Customer Details panel. --End--

Replying to an e-mail message Reply to an e-mail message when a customer sends an e-mail to the Contact Center requesting a response. Create a response to a customer in the same format as the original request. You can use several features in the Agent Desktop interface to create your e-mail response in HTML or plain text: •

Auto suggestions



the address book



one or more response templates



an automatic signature



an attached file



the spelling checker

You can also add a comment to an e-mail message in the Agent Note box for reference for later communications with the customer. The customer does not see the content of the Agent Note box.

Procedure steps Step

Action

1

After you review the customer contact, click Reply.

2

In the E-mail Response window, accept the default To e-mail address, with the same e-mail address from which the message was sent, or click To, Cc to add other e-mail addresses from the corporate address book or multimedia database.For example, reply to [email protected]

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3

In the Subject box, accept the subject currently displayed, for example New Car. You can also choose to edit the subject.

4

Add text to the reply using one or both of the following methods: •

Type the message text.



Add a template response.

5

To sign the e-mail or to insert an automatic signature, click the Insert Signature button.

6

If you use HTML text and you want to bold, underline, or italicize any text, select the text and click the appropriate button to apply formatting. You cannot format plain text.

7

To change the text size, highlight the text and click the Size: drop-down list to select the text size.

8

To perform a spell check, click the SpellCheck icon.

9

To add an attachment to the e-mail response, click Insert a file.

10

In the Agent Note box, type additional information about the contact or the customer. Only agents and supervisors can view the information in the Agent Note box.

11

Click Send.

12

Close the contact. If required, select a reason for closing the contact.

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--End--

Creating an e-mail message Create an e-mail message to send to a customer.

Prerequisites •

Ensure that you are assigned to an e-mail skillset.



Ensure that you are not currently handling a contact.

Procedure steps Step

Action

1

On the Agent Desktop Action bar, click Initiate Email.

2

In the text box, enter the e-mail address of the customer, and add additional Cc addresses as required.

3

Click Create Email.

4

In the Subject box, type the message subject.

5

In the body text box, type the message text. You can type text or use a template.

6

To insert a file, click Insert a file.

7

Select the appropriate skillset from the Skillset list.

8

In the Agent Note box, type information about the contact or the customer. Only agents and supervisors can view the information in the Agent Note box.

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9

Click Send.

The system searches the database for the customer e-mail address. If the customer does not exist in the database, the system creates a new customer record, as well as a new contact and response record. 10

Click Close to complete the contact. --End--

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High Availability Standby Server Configuration section •

High Availability – CCMA replication pre-install configuration (page 233)



High Availability – Standby co-resident server software installation (page 243)



High Availability – Standby co-resident server commissioning (page 293)



High Availability – Standby Multimedia server software installation (page 321)



High Availability – Standby Multimedia server commissioning (page 349)



High Availability – Agent Desktop testing (page 367)

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High Availability – CCMA replication pre-install configuration This chapter describes how to configure the windows accounts used by Contact Center Manager Administration (CCMA) replication in your Avaya Aura® Contact Center solution. Perform these procedures only on the Avaya Aura® Contact Center primary co-resident server. Contact Center Manager Administration (CCMA) redundancy is provided by the addition of a replication or standby CCMA server. CCMA stores configuration data in a Microsoft Active Directory - Lightweight Directory Services (AD-LDS) data store. The standby CCMA replicates the AD-LDS on the primary CCMA. The standby CCMA uses AD-LDS replication to maintain a copy of the primary CCMA configuration data. If the active CCMA fails, no loss of configuration data occurs because the standby CCMA replicates the data stored in AD-LDS. The primary CCMA server and the standby replication CCMA server must both be in the same Windows workgroup or domain for AD-LDS replication to work. AD-LDS replication uses a common windows account, used by both CCMA servers, to copy or replicate configuration data from the primary CCMA AD-LDS to the standby CCMA AD-LDS. Active Directory - Lightweight Directory Services data store Contact Center Manager Administration makes use of Active Directory - Lightweight Directory Services (AD-LDS) and other data files to store application data. The following data is stored in AD-LDS: •

user information and details



access classes



partitions



private and graphical real-time reports



real-time report filters

The following data files are not stored in AD-LDS: •

scheduling data for Contact Center Management assignments



scheduling data for historical reports



historical report output files



user-created historical reports imported into Contact Center Manager Administration



real-time report exported files

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Emergency Help exported files



Report Creation Wizard user-created formulas (stored in the file RCW.mdb)



Report Creation Wizard user-created reports and report definitions



Audit Trail events

A CCMA replication solution contains a primary CCMA server and a standby CCMA server. The primary CCMA server is installed with "Enable CCMA Replication" not selected. The standby CCMA server is installed with "Enable CCMA Replication" selected. The standby CCMA server is replicating the primary CCMA server AD-LDS contents. The primary CCMA server is always the primary CCMA server. If the primary CCMA fails, the standby CCMA is still a standby CCMA, they do not switch roles. To restore CCMA solution resiliency, you must repair and reinstate the primary CCMA server, or install a new primary CCMA server using the same details as the previous primary CCMA. After a switchover, AD-LDS replication ensures that data stored in AD-LDS is available on the standby server. Data not stored in AD-LDS must be manually restored to the standby CCMA server. Domain environments Perform the following steps to create the AD-LDS Replication account: •

Ask your Systems Administrator to create a domain user account for use by AD-LDS Replication, for example "thewest.com\AACCHAReplication".



Assign this domain user account to the local Administrators and local Replicator groups on both CCMA servers.

If the active server is co-resident with Contact Center Manager Server (CCMS) and Communication Control Toolkit (CCT), you must install CCMS, CCT, and CCMA on the standby server. All applications must be on the same patch level. Example of AD-LDS configuration in a High Availability solution

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Adding the domain AD-LDS replication account to the primary administrators and replicator group Add the AD-LDS replication account to the local Administrators and replicator group on the primary CCMA server. Request this AD-LDS replication account from your Network or System Administrator. The primary and standby replicating Contact Center Manager Administration servers must both be added to the same domain. For this procedure, the name of the AD-LDS replication account is "thewest.com\ AACCHAReplication". You can choose another name for the account.

Procedure steps Step

Action

1

Log on to the primary co-resident server.

2

Click Start, Administrative Tools, Computer Management.

3

In the Computer Management window, expand Local Users and Groups.

4

Click the Groups folder.

5

Double-click on the Administrators group.

6

On the Administrators Properties window, click Add.

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7

On the Select Users, Computers, Service Accounts, or Groups window, click Locations.

8

On the Windows Security dialog box, type a domain user account name and password for the domain.

9

On the Locations dialog, select the domain to be used by CCMA replication, for example thewest.com.

10

Expand the domain folder, scroll down and select Users.

11

Click OK.

12

Click Advanced.

13

Click Find Now, to display domain users.

14

From the list of users select the CCMA replication domain user account, for example select the "thewest.com\AACCHAReplication" user account.

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Click OK.

16

Click OK.

17

Click Apply.

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18

Click OK.

19

Click the Groups folder.

20

Double-click on the Replicator group.

21

Click Add.

22

Click Locations.

23

On the Windows Security dialog box, type the domain account logon details.

24

On the Locations dialog, select the domain to be used by CCMA replication. For example, select thewest.com.

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Expand the domain folder to display domain users.

26

Click Users.

27

Click OK.

28

Click Advanced.

29

Click Find Now, to display domain users.

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30

From the list of users select the CCMA replication domain user account, for example select the "thewest.com\AACCHAReplication" domain user account.

31

Click OK.

32

Click OK.

33

Click Apply.

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Click OK. --End--

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High Availability – Standby co-resident server software installation This chapter provides the steps to install the primary Avaya Aura® Contact Center server software on the standby co-resident server. This includes the following server software: •

Contact Center Manager Server



Contact Center Manager Server Utility



Contact Center License Manager



Contact Center Manager Administration



Communication Control Toolkit



Orchestration Designer

Avaya recommends creating an administration account on the server and then installing Avaya Aura® Contact Center using the account. This account must have full administrative privileges. You must not delete the account. If you delete the account used to install the server software, Avaya Aura® Contact Center stops working. You can configure this CCMS server as a Standby CCMS to take over contact processing and become the active CCMS if the active CCMS fails. This standby CCMS provides High Availability redundancy and resiliency. The software installation configuration on the standby server must match the configuration of your primary server. If you installed Contact Center Manager Server and License Manager on your active server, then you must install these two software applications in the same location on your standby server. If the active server is co-resident with CCMS, Communication Control Toolkit (CCT), and Contact Center Manager Administration (CCMA), you must install CCMS, CCT, and CCMA on the standby server. All applications must be at the same patch level. CCMA stores configuration information in Microsoft Active Directory - Lightweight Directory Services (AD-LDS). Install the standby CCMA to replicate the primary CCMA AD-LDS in your Avaya Aura® Contact Center solution. This standby CCMA provides redundancy and resiliency and can become the active CCMA if the primary CCMA fails. No automatic CCMA switchover occurs. If the active CCMA fails, the Contact Center uses the standby CCMA.

Prerequisites to co-resident server software installation •

Ensure that your new Contact Center license file is available.

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Installing Windows Server 2008 Release 2 Install the Windows operating system, which is required for the Contact Center server software. During the installation, configure the Windows settings as required. You must perform this procedure on each server before you install Contact Center server software on the server.

Prerequisites •

Ensure that you have a newly formatted server that meets the specifications in Avaya Aura® Contact Center Planning and Engineering (NN44400-210) on which to install Microsoft Windows Server 2008 Release 2.



Ensure that you have a DVD for Windows Server 2008 Release 2.



Install the network interface card in the server.



Know the IP addresses for the contact center subnet.



If you are using an ELAN subnet, know the IP addresses for the ELAN subnet.

Procedure steps Step

Action

1

Insert the Windows Server 2008 64-bit Release 2 Standard Edition or Windows Server 2008 64-bit Release 2 Enterprise Edition DVD into the DVD drive.

2

Install Windows Server 2008 Release 2 according to the instructions supplied by the DVD.

3

On the Installation window, select a Language to install from the list.

4

Select a Time and currency format from the list.

5

Select Keyboard or input method from the list.

6

Click Next.

7

Click Install Now.

8

Select an operating system from the list.

9

Click Next.

10

On the first Install Windows screen, read the terms of the license agreement and select I accept the license terms.

11

Click Next.

12

Select Custom.

13

Select the disk partition on which you want to install Windows Server 2008.

Attention: You can use the partition management options to configure the partitions on your server. The Operating System partition must be 60GB or greater. The minimum recommended is 80GB. 14

Click Next. The install proceeds and automatically restarts the server several times.

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After completing the installation, log on to the server as Administrator. Enter and confirm the local Administrator password.

16

In the Initial Configuration Tasks window, select Activate Windows and follow the instructions or the Microsoft documentation to activate your server.

17

Select Set time zone and complete the information as required for your system.

18

Select Configure Networking and complete the information for your Network Interface Card (NIC) with the server IP address.

19

Select Provide computer name and domain and complete the information for your server name and domain settings. The following is an example of computer name and domain details being configured on the co-resident standby server:

20

Configure disk drive C: to be the only primary partition on your hard drive.

21

Change the DVD drive letter to E:, to ensure the correct drive letters are free for the drives needed for the AACC application components.

22

Configure the remaining drives for this server as follows: — D: 25Gb Application drive — F: 120Gb CCMS Database drive — G: 5Gb CCT Database drive — H: 5Gb Trace logs drive

23

Install any drivers required for your hardware configuration. --End--

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Configuring Windows Server 2008 Before you can install Contact Center software on your server, create a repair disk and back up the operating system configuration.

Procedure steps Step

246

Action

1

Log on to the Windows Server 2008 server.

2

Select the Don’t display this screen on startup check box.

3

Update the emergency repair disk to record the latest configuration data for the server.

4

Choose Start, Administrative Tools, Server Manager.

5

In the left pane, click Features.

6

Click Add Features.

7

Select Windows Server Backup Features.

8

Click Next.

9

Click Install.

10

Click Close.

11

Choose Start, All Programs, Accessories, System Tools, Windows Server Backup.

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Follow the on-screen instruction to select what you want to back up. --End--

Installing the latest operating system service packs Install the most recent supported operating system service packs. You must download the supported operating system service pack included in the Avaya Contact Center Service Packs Compatibility and Hotfix Availability list to ensure your Contact Center server software functions correctly with the supported operating system patches.

Prerequisites •

Access the Avaya Contact Center Service Packs Compatibility and Hotfix Availability list on the support Web site http://support.avaya.com.



Review the recommendations on operating system service updates in Avaya Aura® Contact Center Planning and Engineering (NN44400-210).



Install the Microsoft .NET Framework 3.5 and Microsoft .NET Framework 3.5 SP1.

Procedure steps Step

Action

1

Log on to the server and disable the Windows Update feature. There are a number of methods for disabling the Windows Update feature, refer to the Windows Server 2008 documentation for a method suitable to your solution. Disabling the Windows Update feature prevents Windows Server 2008 from automatically applying operating system patches and potentially rebooting the server.

2

Review the Contact Center Service Packs Compatibility and Security Hotfixes Applicability list to determine the most recent Avaya Aura® Contact Center supported patches or service packs.

3

Download the appropriate Microsoft Windows Server 2008 patches for the Avaya Aura® Contact Center software installed on this server.

4

Install the most recent Windows Server 2008 service pack that is validated Avaya Aura® Contact Center by following the Microsoft Installation instructions. --End--

Disabling the Remote Access services Disable the Remote Access services on the core contact center server, to support Communication Control Toolkit. Microsoft Remote Desktop continues to run after you disable Remote Access services. After you disable the services, restart the server.

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Procedure steps Step

Action

1

Choose Start, Administrative Tools, Services.

2

In the Services window, right-click the Remote Access Connection Manager icon.

3

Click Properties.

4

In the General tab, from the Startup type list, select Disabled.

5

Click OK.

6

In the Services window, right-click the Remote Access Auto Connection Manager icon.

7

Click Properties.

8

In the General tab, from the Startup type list, select Disabled.

9

Click OK.

10

In the Services window, click File, Exit.

11

Restart the server. --End--

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Configuring SNMP on your server Configure Simple Network Management Protocol (SNMP) on your server to ensure you have all of the required components of the Internet protocol for monitoring devices in your network. SNMP helps you manage data that describes the system configuration and errors that may occur between servers.

Procedure steps Step

Action

1

Log on to the server using the administrator account.

2

Choose Start, Control Panel, Programs.

3

In the Programs and Features section, click Turn Windows features on or off.

4

In the Server Manager window, select Features and click Add Features.

5

Select SNMP Services.

6

Click Next.

7

Click Install.

8

If prompted, insert the Windows Server 2008 DVD.

9

Click Close. --End--

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Adding the server to a domain Add the server to an existing domain. Do this before installing any Contact Center software. Attention: Avaya Aura® Contact Center High Availability solutions do not support Windows Server 2008 Dynamic DNS.

Prerequisites •

Ask your System Administrator to add a Domain Name System (DNS) static entry for this server. Each Contact Center server in a domain requires a DNS static entry. In High Availability solutions, ask your System Administrator to add one DNS static entry for the each Managed name and associated Managed IP address. A typical High Availability campus solution with a pair of co-resident servers requires 3 DNS static entries; one DNS static entry for the active server, one DNS static entry for the standby server, and one DNS static entry for the Managed name and associated IP address.



On this server, configure a preferred Domain Name System (DNS) server on the Network Interface Card (NIC).

Procedure steps Step

250

Action

1

Log on to the server as a local administrator.

2

Click Start, Administrative Tools, Server Manager.

3

Beside Computer Information, click Change System Properties.

4

In the System Properties dialog box, click the Computer Name tab.

5

Click Change.

6

In the Computer Name/Domain Changes dialog box, select the Domain option.

7

Type the domain name (you must provide the fully qualified domain name, which includes the prefix and suffix), for example thewest.com.

8

Click OK.

9

Type the domain administrator User name and Password.

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Click OK.

11

Restart the server when the system prompts you to do so. --End--

Downloading the most recent patches to the server To ensure that you have the most current software, download the most recent Contact Center patches from www.avaya.com/support to each server.

Procedure steps Step

Action

1

Log on to the server with administrative privileges.

2

Create a folder Avaya_Support on the C: drive.

3

Download the most recent Contact Center service pack file and save it on the Contact Center server in the Avaya_Support folder.

4

Right-click the service pack .zip file and select Extract All from the context menu. --End--

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Disabling Internet Protocol version 6 Disable internet protocol version 6 (IPv6) to ensure correct operation of the contact center software. Attention: This procedure requires modification of the Windows Server 2008 registry. This is an advanced administrator function: if you are not qualified to carry out edits to the registry, ask a qualified person to complete this procedure. Attention: Check the Microsoft support site to ensure that you use the most up to date procedure. Step

Action

1

Search the Microsoft support site to locate the instructions to disable IPv6 in the Windows Server 2008 registry.

2

On the Windows server, click Start.

3

Type regedit in the Start Search box, and then click regedit in the Programs list.

4

In the User Account Control dialog box, click Continue.

5

In Registry Editor, locate and then click the following registry subkey: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip6\Parameters\. Double-click DisabledComponents to modify the DisabledComponents entry.

252

6

If the DisabledComponents entry is unavailable, you must create it by following steps 7 to 8. Otherwise go to step 10.

7

In the Edit menu, point to New, and then click DWORD (32-bit) Value.

8

Type DisabledComponents, and then press Enter.

9

Double-click DisabledComponents.

10

In the Base field select Hexadecimal and in the Value data: field type ffffffff to disable all IPv6 components.

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11

Click OK.

12

Reboot the server, if required. --End--

Disabling unused Network Adapters Disable all unused Network Adapters or Network Interface Cards (NICs) to improve network communications and prevent the incorrect configuration of unused NICs during Contact Center server commissioning.

Procedure steps Step

Action

1

Log on to the server with administrative privileges.

2

Click Start, Control Panel, Network and Internet, Network and Sharing Center, Change Adapter Settings.

3

Right-click any unused Network Adapter and select Disable. --End--

Enabling Microsoft Remote Desktop connection Enable Microsoft Remote Desktop connection as your remote access tool. Microsoft Remote Desktop provides remote access for personnel supporting the server.

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Procedure steps Step

Action

1

Log on to the server with administrative privileges.

2

Choose Start, Control Panel, System and Security.

3

In the System section, select Allow remote access.

4

Click the Remote tab.

5

Select Allow connections from computers running any version of Remote Desktop (less secure).

6

Click OK. --End--

Configuring Data Execution Prevention Configure the Data Execution Prevention (DEP) hardware and software to perform additional checks on memory that protect the Contact Center server against malicious code exploitation.

Procedure steps Step 1

254

Action Log on to the server with administrative privileges.

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2

Choose Start, Control Panel, System and Security.

3

Click System.

4

In the System window, click Advanced system settings.

5

In the System Properties dialog box, click the Advanced tab.

6

Under Performance, click Settings.

7

In the Performance Options dialog box, click the Data Execution Prevention tab.

8

On the Data Execution Prevention tab, select Turn on DEP for essential Windows programs and services only.

9

Click OK.

10

On the System Properties dialog box, click OK.

11

Click OK and restart the computer. --End--

Importing the Contact Center Firewall Security policy Import the Avaya Aura® Contact Center Firewall Security policy to ensure all contact center servers in the solution can communicate.

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Export and backup your existing firewall security policy before importing the Avaya Aura® Contact Center Firewall Security policy. You can use this backup policy to rollback the Avaya Aura® Contact Center Firewall Security policy.

Procedure steps Step

Action

1

Download the most recent Avaya Aura® Contact Center Firewall Security policy from www.avaya.com/support.

2

Log on to the server with administrative privileges.

3

Choose Start, Administrative Tools, Windows Firewall with Advanced Security.

4

Choose Action, Export Policy.

5

In the File name box, type the name for the backup policy, for example WindowsFirewall.

6

Click Save. Windows exports the existing policy. You can use this backup policy to rollback the Avaya Aura® Contact Center Firewall Security policy, if you ever need to.

256

7

On the Policy successfully exported message box, click OK.

8

Choose Action, Import Policy.

9

On the policy overwrite message box, click Yes.

10

Navigate to the folder containing the Avaya Aura® Contact Center Firewall Security policy.

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Click Open. Windows imports the Avaya Aura® Contact Center Firewall Security policy.

12

On the Policy successfully imported message box, click OK. --End--

Disabling NetBIOS If the Contact Center Manager Server uses two Network Interface Cards (NICs), disable NetBIOS on the Embedded LAN (ELAN) network interface card (NIC) to avoid NetBIOS conflicts. Contact Center Manager Server supports two Network Interface Cards (NICs) and two subnets (one contact center subnet and one ELAN subnet). The Contact Center Manager Server ELAN NIC and ELAN subnet are optional.

Procedure steps Step

Action

1

Choose Start, Control Panel, Network and Internet.

2

Click Network and Sharing Center.

3

Click Change adapter settings.

4

Right-click the ELAN Network Interface Card (NIC).

5

Click Properties.

6

Select Internet Protocol Version 4 (TCP/IPv4).

7

Click Properties.

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8

Click Advanced.

9

Click the WINS tab.

10

Select the Disable NetBIOS over TCP/IP check box.

11

Click OK. --End--

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Connecting the Embedded LAN subnet Connect the Embedded LAN (ELAN) NIC to the ELAN subnet. Contact Center Manager Server supports two network interface cards (NICs) and two subnets (one contact center subnet and one ELAN subnet). The Contact Center Manager Server ELAN NIC and ELAN subnet are optional.

Prerequisites •

Install two network cards on the Contact Center Manager Server.



Disable NetBIOS on the ELAN network interface card.



Connect the contact center subnet network interface card.

Procedure steps Step

Action

1

Locate the slot assigned to the ELAN network interface card for the server.

2

Write the MAC address of the card on a small label. Attach the label to the back of the card or the chassis slot position.

3

Connect the ELAN subnet from the Avaya equipment to the Ethernet hub.

4

Connect the network cable from the ELAN network interface card in the server to the hub.

5

Plug in the power cord for the hub.

6

If you have an ELAN subnet network connection, use the ping command to test it. --End--

Configuring the binding order Configure the binding order of the network cards. The contact center subnet network interface card must be bound first and then the ELAN network interface card.

Prerequisites •

Install two network interface cards on the Contact Center Manager Server.



Disable NetBIOS on the ELAN network interface card.



Connect the CCMS server network interface card to the contact center subnet.



Connect the CCMS server ELAN network interface card to the ELAN subnet.

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Procedure steps Step

Action

1

From the Start menu, choose Control Panel, Network and Internet, Network and Sharing Center.

2

Click Change adapter settings.

3

In the Network Connections window, press the ALT key. A hidden menu appears.

4

On the menu, click Advanced, Advanced Settings.

5

In the Connections box, ensure that the contact center subnet connection is listed first as it is in the following example:

If the CLAN is not listed first, adjust the order. 6

Click OK. --End--

Installing operating system components for Contact Center Manager Administration Before installing Contact Center Manager Administration, you must install specific operating system software components such as Internet Information Services to integrate the components in Contact Center.

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Procedure steps Step

Action

1

Log on to the server with administrative privileges.

2

Choose Start, Administrative Tools, Server Manager.

3

In the left-hand column of the Server Manager, right-click Roles and select Add Roles.

4

Review the requirements for the new role, and click Next.

5

Under Server Roles, select Active Directory Lightweight Directory Services.

6

If an Add Roles Wizard message box that lists features required by Active Directory Lightweight Directory Services appears, click Add Required Features.

7

Under Server Roles, select Application Server.

8

If an Add Roles Wizard message box that lists features required by Application Server appears, click Add Required Features.

9

In the left pane, under Application Server, select Role Services.

10

Select Web Server (IIS) Support.

11

If an Add Roles Wizard message box appears, listing features required by Web Server (IIS) Support, click Add Required Role Services.

12

Click Next.

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13

On the Introduction to Web Server (IIS) page, click Next.

14

On the Select Role Services page, under Common HTTP Features, select the following services: •

Static Content



Default Document



Directory Browsing



HTTP Errors



HTTP Redirection

Attention: Clear all other services check boxes. 15

On the Select Role Services page, under Application Development, select the following services: •

ASP.NET



.NET Extensibility



ASP



ISAPI Extensions



ISAPI Filters



Server Side Includes

Attention: Clear all other services check boxes. 16

On the Select Role Services page, under Health and Diagnostics, select the following services: •

HTTP Logging



Logging Tools



Request Monitor



Tracing

Attention: Clear all other services check boxes.

262

17

On the Select Role Services page, under Security, select all services.

18

On the Select Role Services page, under Performance, select all services.

19

On the Select Role Services page, under Management Tools, select the following services: •

IIS Management Console



IIS Management Scripts and Tools

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Management Service



All items under IIS 6 Management Compatibility

Attention: Clear all other services check boxes.

20

Click Next.

21

Review the installation information.

22

Click Install.

23

On the Installation Results page, click Close.

24

Restart the server if required. --End--

Configuring MIME types to support Microsoft updates Configure the Multipurpose Internet Mail Extension (MIME) types to support Microsoft updates and patches.

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Procedure steps Step

264

Action

1

Log on to the server with administrative privileges.

2

Click Start, Administrative Tools, Computer Management.

3

In the Computer Management dialog box, expand Services and Applications, Internet Information Services (IIS Manager)

4

Under Connections, expand , Sites, Default Web Site. In this example, is the name of the standby co-resident server, CCCoresTwo.

5

Select Default Web Site.

6

In the Default Web Site Home pane, under IIS, double-click MIME Types.

7

On the Actions list in the right pane, click Add.

8

In the File name extension box, type .msp.

9

In the MIME Type box, type application/microsoftpatch.

10

Click OK.

11

On the Actions list in the right pane, click Add.

12

In the File name extension box, type .msu.

13

In the MIME Type box, type application/microsoftupdate.

14

Click OK.

15

On the Actions list in the right pane, click Add.

16

In the File name extension box, type .wfw.

17

In the MIME Type box, type text/plain.

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Click OK.

19

Close the Computer Management window. --End--

Adding the domain AD-LDS replication account to the standby administrators and replicator group Add the AD-LDS replication account to the local Administrators and replicator group on the standby CCMA server. Request this AD-LDS replication account from your Network or System Administrator. The primary and standby replicating Contact Center Manager Administration servers must both be added to the same domain. For this procedure, the name of the AD-LDS replication account is "thewest.com\ AACCHAReplication".

Procedure steps Step

Action

1

Log on to the standby co-resident server.

2

Click Start, Administrative Tools, Computer Management.

3

In the Computer Management window, expand Local Users and Groups.

4

Click the Groups folder.

5

Double-click on the Administrators group.

6

On the Administrators Properties window, click Add.

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7

On the Select Users, Computers, Service Accounts, or Groups window, click Locations.

8

On the Windows Security dialog box, type a domain user account name and password for the domain.

9

On the Locations dialog, select the domain to be used by CCMA replication, for example thewest.com.

10

Expand the domain folder, scroll down and select Users.

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11

Click OK.

12

Click Advanced.

13

Click Find Now, to display domain users.

14

From the list of users select the CCMA replication domain user account, for example select the "thewest.com\AACCHAReplication" user account.

15

Click OK.

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16

Click OK.

17

Click Apply.

18

Click OK.

19

Click the Groups folder.

20

Double-click on the Replicator group.

21

Click Add.

22

Click Locations.

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On the Windows Security dialog box, type the domain account logon details.

24

On the Locations dialog, select the domain to be used by CCMA replication. For example, select thewest.com.

25

Expand the domain folder to display domain users.

26

Click Users.

27

Click OK.

28

Click Advanced.

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29

Click Find Now, to display domain users.

30

From the list of users select the CCMA replication domain user account, for example select the "thewest.com\AACCHAReplication" domain user account.

31

Click OK.

32

Click OK.

33

Click Apply.

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Click OK. --End--

Installing the Contact Center server software on the standby co-resident server Install the Contact Center standby server software.

Procedure steps Step

Action

1

Log on to the standby co-resident server with administrative privileges.

2

Insert the Contact Center DVD into the DVD drive of your server.

3

If the installation does not automatically start, double-click Setup.exe.

4

Click Install to install the Visual C++ runtime libraries on the server.

5

If you are prompted to restart the server, click Yes and repeat step 3.

6

On the Welcome window, click Next.

7

On the License Agreement window, read the terms of the agreement.

8

Click I ACCEPT the Terms of the End-User License Agreement.

9

Click Next.

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10

On the Application Selection window, from the Select Switch Type list, select AML - Avaya Communication Server 1000.

11

Under Contact Center Manager Server (CCMS), select Nodal Server. In addition to installing Contact Center Manager Server, this selection installs the Open Queue Open Interface, the Open Networking Open Interface and Multiplicity which you can license and configure at a later time.

272

12

Under Communication Control Toolkit (CCT), select Contact Center Feature Set.

13

Select License Manager Server.

14

Select Contact Center Manager Administration (CCMA).

15

Select Server Utility.

16

Select Orchestration Designer.

17

Click Next.

18

On the Product Data Upgrade window, click Next.

19

On the Installation Destination window, on the Application Destination Drive tab, from the Install Contact Center Application Software to list, select D:.

20

Click the Database Destination Drive tab.

21

From the Install Manager Server Database to list, select F:.

22

From the Install Communication Control Toolkit Database to list, select G:.

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Click the Product Updates Location tab.

24

Under Select the parent directory where patches are stored, click Browse.

25

Select C:\Avaya_Support\AvayaAura_ContactCentre_6.2_ServicePack_05\ Product Updates.

26

Click Next. The System Readiness Check runs on the server.

27

If you have followed the previous instructions in this guide, the system Readiness Checks return a Pass. You can ignore warnings if you understand the potential impact to the operation of the contact center and decide it is not applicable.

28

Click Next.

29

On the Installation Data window, select the CCMS tab. Complete the fields as follows: Customer Name — Type the name of the contact center company, for example AvayaCustomer. Company Name — Type the name of the contact center company, for example AvayaCompany. Site Name — Type the site name, for example CORES. This must be identical to the site name given to the active co-resident server. RSM IP Address — Accept the default configuration (unless change required).

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Contact Center Server Subnet IP Address — Select the standby co-resident server IP address, for example 172.18.116.30. Select the Enter the ELAN Subnet IP Address check box. From the list, select the ELAN IP Address, for example 172.18.133.30.

30

Select the Licensing tab.

31

Complete the Licensing tab fields as follows: License File Location — Use the Browse button to find and select the license file that you downloaded to the co-resident server, for example browse to C:\Avaya_Support\ CampusHA.lic. This sample solution uses a PLIC license file obtained from the Avaya Keycode Retrieval System (KRS). IP Address — Type the IP address of the license server, in this case the co-resident server, for example 172.18.116.30. CCMS Package list — Select Nodal Enterprise. Optional Packages — Select Open Queue. Switch Serial Number — Type the serial number of the switch, for example 10009999.

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32

Select the CS1000 tab.

33

Complete the CS1000 tab fields as follows: Switch name — Type the switch name, in this case the Avaya CS1000 switch, for example CallServer0. Switch IP Address — Type the IP address of the switch, for example 172.18.133.2. Switch Customer Number — Type the customer number of the switch, for example 0. In the Voice Connection Type field, select the None check box.

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34

Select the CCMA tab.

35

Complete the CCMA tab fields as follows: Configuration - Enable CCMA Replication — Select the Enable CCMA Replication check box. Configuration — LDAP Port Number — Accept the default configuration. Configuration — SSL Port Number — Accept the default configuration. System Account Configuration - Password — Type the password for the CCMA System Account (iceAdmin), for example ICEpassw1. System Account Configuration - Confirm Password — Type the password for the CCMA System Account (iceAdmin), for example ICEpassw1.

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On the Contact Center Installer message box, click Yes.

37

Click Next.

38

On the Summary window, review and verify the information.

39

Click Install. The install continues for some time until the AD-LDS setup wizard appears.

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40

Select Next.

41

In the Setup Options dialog box, select A replica of an existing instance.

42

Select Next.

43

On the Instance Name dialog box, in the Instance name box, type the AD-LDS instance name, SymposiumWC.

44

In the Description box, type SymposiumWC.

45

Click Next.

46

On the Ports dialog box, accept the default values in the LDAP port number and SSL port number boxes.

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Click Next.

48

On the Joining a Configuration Set dialog box, in the Server box, type the FQDN name of the primary Contact Center Manager Administration server to replicate, for example CCCORESONE.THEWEST.COM.

49

On the Joining a Configuration Set window, in the LDAP Port box, type the port number on the AD-LDS instance on the primary CCMA. The default port number is 389.

50

Click Next.

51

On the Administrative Credentials for the Configuration Set window, select This account.

52

In the User name box, type the primary CCMA server name followed by its Administrator name in the format \Administrator. For example

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type CCCORESONE\Administrator. If you have created another administrator account for Contact Center, then enter the details (name and password) for that Primary CCMA server administrator account here. Your administrator account must have full administrative privileges.

280

53

In the Password box, type the password for this user account.

54

Click Next.

55

In the Copying Application Directory Partitions dialog box, in the Partition DN list, select the partition DC=Nortelnetworks,DC=COM.

56

Select Next.

57

In the File Locations dialog box, accept the default values.

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Click Next.

59

In the Service Account Selection dialog box, select Network service account.

60

Click Next.

61

In the AD LDS Administrators dialog box, select This account.

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62

Select Browse to locate the CCMA AD-LDS replication account. The Select User or Group dialog box appears. Note that the location is the local domain.

63

In the Select User or Group dialog box, click Advanced.

64

In the Windows Security dialog box, type a logon name and password of an account with permissions to access your domain.

65

Click OK. The advanced Select User or Group dialog box appears.

66

In the advanced Select User or Group dialog box, click Find Now.

67

From the Search results list, select the CCMA replication account. Example of selecting a domain CCMA replication account:

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In the advanced Select User or Group dialog box, click OK.

69

In the Select User or Group dialog box, click OK.

70

Click Next.

71

Confirm the installation components, and click Next.

72

Click Finish. The AACC install automatically continues.

73

After installation is complete, click Finish.

74

If prompted, click Yes to restart the server. --End--

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Disabling Java Runtime Environment updates on the co-resident server Contact Center supports only specific versions of Java Runtime Environment (JRE). The Contact Center installer installs a supported JRE version, and Contact Center service packs install any required JRE updates. It is important that you disable JRE automatic updating in the Windows Control Panel on all contact center servers. Attention: Updating to an unsupported version of JRE can cause the contact center to cease operation and may require the complete reinstallation of the contact center server.

Procedure steps Step

Action

1

Log on to the standby co-resident server.

2

Choose Start, Control Panel, Programs, Java.

3

Select the Advanced tab.

4

Expand JRE Auto-Download.

5

Select Never Auto-Download.

6

Click OK.

--End--

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Confirming that the Contact Center services start Confirm that all appropriate Contact Center Manager Server services start on the Contact Center Manager Server. Use the System Control and Monitor Utility to start and stop all applications in Contact Center including the license manager. The System Control and Monitor Utility can also start, stop, or monitor the services in Contact Center Manager Server.

Procedure steps Step

Action

1

Log on to the standby co-resident server.

2

Click Start, All Programs, Avaya, Contact Center, Common Utilities, System Control and Monitor Utility.

3

Click the Contact Center tab.

4

Select the applications to start on the current server by selecting the application name check boxes.

5

Click Start Contact Center.

6

Click the LM tab.

7

Ensure that all services in the Profile box have a green circle next to them.

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8

Click the CCMS tab.

9

Ensure that all services in the Profile box have a green circle next to them.

10

If some of the services are not started, click Start CCMS.

11

Click the CCMA tab.

12

Ensure that all services in the Profile box have a green circle next to them.

13

Select the CCT tab.

14

Confirm that the Communication Control Toolkit services are running.

15

If a Communication Control Toolkit service is not running, re-start CCT.

16

Click Close. --End--

Configuring Internet Explorer on the Contact Center server Configure Internet Explorer on the Contact Center server to access Contact Center Manager Administration for the first time. Install Microsoft Internet Explorer 7.0 or later (32 bit version only). Contact Center Manager Administration supports only the 32 bit version of Microsoft Internet Explorer.

Procedure steps Step 1

On the standby co-resident server, start Internet Explorer.

2

From the menu, select Tools, Internet Options.

3

In the Internet Options dialog box, click the Security tab.

4

Click the Trusted Sites icon.

5

Click Custom Level.

6

In the Security Settings dialog box for trusted sites, under the .NET Framework-reliant components heading, select Enable for the following:

7

286

Action



Run components not signed with Authenticode



Run components signed with Authenticode

Under the ActiveX controls and plug-ins heading, select Enable for the following: •

Automatic prompting for ActiveX controls



Download signed ActiveX controls



Run ActiveX Controls and plug-ins



Script ActiveX Controls marked safe for scripting

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8

Under the Downloads heading, select Enable for the following: •

Automatic prompting for file downloads



File download

9

Under the Miscellaneous heading, for Allow script-initiated windows without size or position constraints, select Enable.

10

Under the Miscellaneous heading, for Allow websites to open windows without address or status bars, select Enable (Applies to Internet Explorer 7.0 and later).

11

Click OK.

12

If you enabled ActiveX options, when a message appears asking you to confirm your choice, click Yes.

13

Click the Trusted Sites icon.

14

Click Sites.

15

In the Trusted sites dialog box, clear the Require server verification (https:) for all sites in this zone check box.

16

In the Add this Web site to the zone box, type the server name (not the IP address) for your standby Contact Center Manager Administration server, for example CCcoresTwo. OR

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If you used the fully qualified domain name when you installed Contact Center Manager Administration on the Contact Center Manager Administration server, in the Add this Web site to the zone box, type the fully qualified domain name.

288

17

Click Add.

18

In the Add this Web site to the zone box, type the server name (not the IP address) for your standby Contact Center Multimedia server, for example CCMultiMTwo.

19

Click Add.

20

Click Close to return to the Internet Options dialog box.

21

Click the Privacy tab.

22

In the Pop-up Blocker section, select the Turn on Pop-up Blocker check box.

23

Click Settings.

24

In the Pop-up Blocker Settings dialog box, in the Address of website to allow box, type the standby Contact Center Manager Administration URL, http:///. For example type http://CCCoresTwo.

25

Click Add.

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Click Close.

27

In the Internet Options dialog box, click the Advanced tab.

28

Under Browsing, clear the Reuse windows for launching shortcuts check box.

29

Click Apply.

30

Click OK to exit the Internet Options dialog box.

31

Restart Internet Explorer to activate your changes. --End--

Verifying the Web Services Test the Web Services to ensure CCMA web services are running correctly.

Procedure steps Step

Action

1

On the standby co-resident server, start Internet Explorer.

2

Enter the following: http://CCCoresTwo/supportutil/testwebservices.asp The web services that appear in green are running correctly.

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--End--

Verifying Contact Center Manager Administration replication When you log on to Contact Center Manager Administration for the first time, you must log on as the default administrator, webadmin. For security reasons, change the default password when you first log on to the application. Contact Center Manager Administration user passwords can contain only English characters and special characters.

Procedure steps Step 1

290

Action On the standby co-resident server, start Internet Explorer.

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In the Address box, type the following: http://CCCoresTwo

3

Press Enter.

4

In the main logon window, in the User ID box, type webadmin.

5

In the Password box, type your password.

Attention: Your password here is the same password you use to log on to CCMA on the active server. If you did not change your password on the active CCMA, type webadmin. 6

Click Login.

7

Click OK.

8

On the Launchpad, click Configuration.

9

In the left pane tree-view, if replication was successful, your active co-resident and multimedia servers appear.

--End--

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Patching the standby co-resident server Install the most recent co-resident software service patches to ensure that you have the most current development updates. The standby and active servers must have the same patch level.

Procedure steps Step 1

Action For more information on how to patch your standby co-resident server, see Installing co-resident software patches (page 391). --End--

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High Availability – Standby co-resident server commissioning This section describes how to configure Hot-standby High Availability (HA) for a pair of co-resident Contact Center Manager Server (CCMS) and Communication Control Toolkit (CCT) servers in a campus with the following deployment: •

Hot-standby AML-based contact center with an Avaya Communication Server 1000 PABX.

Hot-standby High Availability (HA) is configured using the High Availability Utility. If a failure occurs, contact center agents with AML-based Hot-standby High Availability experience a shorter downtime than agents with SIP-enabled warm standby resiliency. High Availability Campus server commissioning overview In a co-resident CCMS and CCT server configuration, one co-resident server is the active server and one is the standby server. The active CCMS and CCT server actively processes scripts, contacts and records statistics. The standby server shadows the active server. The standby server copies all configuration changes made on the active server and monitors the active server status. If the active server fails, the standby server, running in standby mode, recognizes the failure and starts processing contacts. The active and standby co-resident CCMS and CCT servers are part of the same Avaya Aura® Contact Center and they must be in the same subnet IP address range for campus High Availability resiliency to work. The standby server must be configured the same as the active server. The standby and active servers must have the same patch level and the same hard disk drive partitions. Configuration changes made to the active CCMS and CCT server during normal operation are automatically copied to the standby server so that the standby server can take over processing from the active server when necessary. In a High Availability campus co-resident AML-based solution, a CCT service failure does not initiate an automatic switchover; if a CCT service stops it is restarted. In a campus AML-based solution with a pair of standalone CCT servers, an active CCT service failure, hardware, network, or database failure can initiate a switchover. Using a pair of standalone CCT servers therefore improves resiliency in an AML-based solution. In a campus co-resident solution, only a CCMS service failure, hardware, network, or database failure can initiate a switchover but only in the following situations: •

The switchover check box on both servers is selected.



The standby server is shadowing the active server.



A valid license file containing standby server license information for CCMS and CCT exists to allow switchover.

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In a High Availability campus AML-based solution with a pair of standalone CCT servers, an active CCT service failure, hardware, network, or database failure can initiate a switchover. If the Contact Center Administrator uses the Windows Service Control Manager (SCM) to stop a monitored service on an Active server, a switchover occurs. If the Contact Center Administrator uses the System Control and Monitor Utility (SCMU) to stop a monitored service on an Active server, a switchover does not occur. Managed IP Address A Managed IP address is a virtual IP address that is attached to a network adapter on the active server. Each High Availability application server is assigned a static IP address. After the active server in each replication pair is determined, the active server attaches a Managed IP address to the network interface. The Managed IP address is only assigned to the active server and it is used by all other contact center applications and clients to connect to that application. The standby server assumes this same Managed IP address if it takes over processing and becomes the active application. The active server stops using the Managed IP when it stops being the active server. High Availability Utility Configure High Availability resiliency for CCMS and CCT using the High Availability Utility in the Database Utilities. The High Availability Utility is used to configure which server is the active and which is the standby server. The HA utility also configures the Managed IP of the active server. The High Availability Utility on an Active Server has the following dialogs under the Configuration tab: •

Server Mode — Configure the IP address for the Active and Standby servers — Configure the IP address for Trusted servers — Identify if the server is Active or Standby — Enable Automatic Switchover — Configure the switchover time-out. This is the wait time if a network outage occurs before an automatic switchover occurs



Notifications — Configure an e-mail server for e-mail notifications — Configure where and how often to send e-mail notifications — Configure the e-mail character set



System — Display information on the system status — Verify that shadowing is running

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The High Availability utility on an Active Server has the following dialogs under the Tasks tab: •

CC Applications — Start or stop the system — Enable or disable CC applications — Enable or disable switchover on the CC applications — Display system information



CC Configuration — Monitor application service status — Define which application services are stopped or started — Configure how often a service restarts before switching over to the standby server



System Control — Initiate a manual switchover for the Active Server — Initiate Standby Server shadowing

Prerequisites •

Ensure unused Network Interface Cards (NICs) are disabled.



CCMA replication is configured. CCMA AD-LDS replication is setup at install time.



The Active and Standby Server have a valid standby server license file.

Resolving the Managed name to the Managed IP address Complete the following procedures for the Active and Standby servers to resolve the Managed server name to the Managed IP address. Attention: Avaya Aura® Contact Center High Availability solutions do not support Windows Server 2008 Dynamic DNS. Ask your Domain Administrator to add a Domain Name System (DNS) static entry for the Active and Standby servers and one additional DNS static entry for each Managed name and associated Managed IP address.

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A typical High Availability campus solution with a pair of co-resident servers requires three DNS static entries; one DNS static entry for the active server, one DNS static entry for the standby server, and one DNS static entry for the Managed name and associated IP address. Perform this procedure for both the Active and Standby servers.

Procedure steps Step 1

Action Ask your Domain Administrator to add a Domain Name System (DNS) static entry for the Active and Standby servers and one additional DNS static entry for each Managed name and associated Managed IP address. --End--

Procedure job aid The following DNS window shows the three static entries in the thewest.com domain. The active (primary) server - hostname CCCORESONE with an IP address 172.18.116.41. The standby (secondary) server - hostname CCCORESTWO with an IP address 172.18.116.30. The Managed name and Managed IP - CCCORES and 172.18.116.47.

Installing a third-party utility to support High Availability Install a third-party utility required by the Avaya Aura® Contact Center High Availability feature. Perform this procedure on the Active and Standby servers.

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Procedure steps Step

Action

1

Log on to the active co-resident server.

2

Using Windows Explorer, navigate to D:\Avaya\Contact Center\Manager Server\ CCSMMC\thirdparty\winpcap.

3

Double-click WinPcap_4_1_2.exe.

4

On the WinPcap installer dialog, click Next.

5

On the WinPcap installer Setup Wizard dialog, click Next.

6

On the WinPcap installer License Agreement dialog, click I Agree.

7

On the WinPcap installer Installation options dialog, click Install.

8

On the WinPcap installer dialog, click Finish.

9

Repeat this procedure on the standby co-resident server. --End--

Verifying services are ready for High Availability Verify that all CCMS and CCT services stop before you configure High Availability. This ensures that all PBX resources are available to the Active Server when it starts. Perform this procedure on the Active and Standby servers.

Procedure steps Step

Action

1

Log on to the active co-resident server.

2

Click Start, All Programs, Avaya, Contact Center, Common Utilities, System Control and Monitor Utility.

3

On the CCMS tab, check that all services are stopped.

4

If any service is running, click Shut down CCMS.

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5

Click Yes.

6

On the CCT tab, check that all services are stopped.

7

If any service is running, click Shut down CCT.

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8

Click Yes.

9

Close the System Control and Monitor Utility window.

10

Repeat this procedure on the Standby server. --End--

Configuring High Availability on the Active Server Configure High Availability resiliency on the Active Server using the High Availability Utility. The Active Server is the co-resident CCMS and CCT server that normally processes calls.

Procedure steps Step

Action

1

Log on to the active co-resident server.

2

Click Start, All Programs, Avaya, Contact Center, Database Utilities, High Availability.

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3

Expand Configuration.

4

Double-click Server Mode.

5

Under Server Mode Configuration, select Active.

6

Under Server Mode Configuration, select the switchover check box.

7

Under Server Mode Configuration, in the text box, type the maximum length of time the network connectivity tests can continue to fail consecutively before corrective action is considered.

8

Under Server Mode Configuration, from the drop down list, select the unit of time for the network connectivity tests. In this example, the default of 60 seconds is selected.

9

Under IP Configuration, type the Managed IP, CLAN and ELAN IP addresses. For example, a CLAN Managed IP address of 172.18.116.47 and an ELAN Managed IP address of 172.18.133.39.

10

Under IP Configuration, type the Active Server details, CLAN and ELAN IP addresses. For example, a CLAN IP address of 172.18.116.41 and an ELAN IP address 172.18.133.29.

11

Under IP Configuration type the Standby Server details, CLAN and ELAN IP addresses. For example, a CLAN IP address of 172.18.116.30 and an ELAN IP address 172.18.133.30.

12

In the Address box, type the IP address of the Trusted IP server, for example 172.18.138.32. Avaya recommends that you use the IP address of some part of your IT infrastructure, that is always available to respond to a ping request, as the Trusted IP address.

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13

Click OK. A system message box appears. You must stop the system before you save any information.

14

Click Yes to stop the system. --End--

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Configuring service monitoring on the Active Server The High Availability feature monitors a number of critical services on the Active Server. If these critical services stop or fail, they automatically restart in the correct order. If a critical service fails a defined number of times, the Active Server may, if Switchover is enabled, shut down and hand over processing to the Standby Server. Critical services are listed, monitored, restarted, and controlled using the Contact Center Configuration tab on the Tasks tab of the High Availability utility. The Contact Center Configuration tab lists the critical CCMS services and all of the CCT services on the co-resident CCMS and CCT server. There is no requirement to change the data in this table, the default values are suitable for most solutions. If the services are selected for Monitor and Restart and one or more services fail, either the same or more number of times as the Restart Limit value, then a switchover to the Standby Server occurs. For switchover to occur, both the Active and the Standby servers must have their respective switchover check box selected, a valid license file, and shadowing must be running. If the switchover is not enabled, then all internal monitoring counters are reset and the monitoring restarts. The Restart Threshold is the time period within when the services are monitored and the counters are increased when services fail. When this threshold is met, the counters are reset to zero, monitoring restarts, and the restart threshold timer resets.

Procedure steps Step

302

Action

1

Log on to the active co-resident server.

2

Choose Start, All Programs, Avaya, Contact Center, Database Utilities, High Availability.

3

In the High Availability window, in the left pane, expand the Tasks folder.

4

Double-click CC Configuration.

5

For each service to monitor, select the Monitor check box.

6

For each service to restart, select the Restart check box.

7

In the Start Wait Time column, type the number of seconds to wait before restarting a service, for example 1.

8

For CCT only, in the Stop Wait Time column, type the number of seconds to wait before stopping a service, for example 120.

9

In the Restart Limit column, type the maximum number of attempts to restart the service before switchover occurs. The Administrator decides the maximum number, the default is 0.

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10

In the Restart Threshold column, type the time in seconds to reset the restart counter (for each service that is restarted) after the threshold is passed, for example 7200.

11

Click OK.

12

Click Exit. --End--

Procedure job aid This section provides an example of the service monitor configuration in the High Availability Utility. When the CCMS OAM service has stopped 3 times for longer than 60 seconds in a period of 12 hours, initiate an automatic switchover. This requirement is achieved by setting the OAM service configuration values to the following settings: CC Service Monitor Restart

CCMS OAM_Service Selected Selected

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Start Wait Timer Restart Limit Restart Threshold

60 Seconds 3 43200 Seconds (12 hours)

Backing up the database on the Active Server The Active Server is configured for High Availability. Now the Standby Server must be prepared for High Availability resiliency. Back up the Active Server to create a snapshot of the database which is then restored to the Standby Server. On the active co-resident server all databases must be backed-up.

Procedure steps Step

304

Action

1

Log on to the active co-resident server.

2

Click Start, All Programs, Avaya, Contact Center, Database Utilities, Database Maintenance.

3

Click Backup Locations.

4

Click Create.

5

From the Drive Letter list, select the network drive on which you want to store the CCMS, CCT and ADMIN databases, for example N.

6

In the UNC Path box, type the location to store the backup. It must be in the format \\ Computer Name\Backup Location, for example \\CCCORESONE\ACTIVEdb. This location must be a shared folder with correct permissions.

7

In the User Name box, type the user name used to log on to the computer specified in the UNC Path box. The user name is in the format Computer Name\Account Name, for example CCCORESONE\administrator.

8

In the Password box, type the Windows user name password.

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9

Click OK.

10

In the left pane, click Immediate Backup.

11

In the Media Type section, select Network Location.

12

In the Applications section, select CCMS, CCT and ADMIN.

13

From the Backup Location list, select the network drive on which to store the backup, for example N.

14

Click Backup.

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15

Click Yes. --End--

Restoring the database on the Standby Server Restore the database from the Active Server to the Standby Server to ensure the databases are consistent. The Database Maintenance utility can restore only one application database at a time. Restore the data for the CCMS, CCT, and ADMIN databases You must restore the CCMS, CCT, and ADMIN database on to the Standby Server. You must restore the ADMIN database last.

Prerequisites •

Know the location of the backup database.



Ensure no traffic is running on the Standby Server.



Stop shadowing if shadowing is running on the Standby Server.



Stop all Contact Center services using the SCMU utility, if services are running.



Ensure the patch level on the Standby Server is the same as the Active Server. Attention: You must restore all databases in a co-resident server. Restoring only CCMS and not CCT or ADMIN may leave an inconsistent server and HA cannot shadow data correctly. Attention: Restoring the Admin database can change configuration of Backup locations on the Standby Server if the Active Server and Standby Server backup locations are different. Therefore, after you restore the ADMIN database, close and reopen the Database and Maintenance utility. Attention: Run the Server Configuration utility after performing a database restore and check that the data is correct.

Procedure steps Step

306

Action

1

Log on to the standby co-resident server.

2

Click Start, All Programs, Avaya, Contact Center, Database Utilities, Database Maintenance.

3

In the Database Maintenance dialog box, in the left pane, click Backup Locations.

4

Click Create.

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5

From the Drive Letter list, select the network drive on which you want to store the Contact Center Manager Server, CCT and ADMIN databases, for example N.

6

In the UNC Path box, type the location to store the backup. It must be in the format \\ Computer Name\Backup Location, for example \\CCCORESONE\ACTIVEdb. This location must be a shared folder with correct permissions.

7

In the User Name box, type the user name used to log on to the computer specified in the UNC Path box. The user name is in the format Computer Name\Account Name, for example CCCORESONE\administrator.

8

In the Password box, type the Windows user name password.

9

Click OK.

10

In the Database Maintenance dialog box, in the left pane, click Restore.

11

In the right pane, under Media Type, select Network Location.

12

If the backup file is on the network drive, in the Backup Location list, select the backup location, for example N.

13

Under Application, select the database to restore, either CCMS, CCT or ADMIN.

Attention: You must restore the ADMIN database last. 14

Under Restore contents, select Data.

15

Click Restore.

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16

Use the Progress information field to monitor the progress of the restoration.

17

Repeat steps 13 to 15 to restore all databases.

18

Click Exit to close the Database Maintenance utility. --End--

Verifying server details on the Standby Server After you restore the Active Server database on to the Standby Server, the Standby Server database contains the same agent and statistical data as the Active Server. Ensure that the Standby Server configuration matches the Active Server configuration.

Prerequisites •

The Active Server databases are restored on to the Standby Server.

Procedure steps Step

308

Action

1

Log on to the standby co-resident server.

2

Click Start, All Programs, Avaya, Contact Center, Manager Server, Server Configuration.

3

In the Server Configuration dialog box, click the Local Settings tab.

4

Verify the Standby Server local settings are identical to the local settings of the Active Server.

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5

Click the Licensing tab.

6

Verify the Standby Server licensing details are identical to the licensing details of the Active Server.

7

Click Apply All.

8

Click Exit.

9

When prompted, restart the server.

10

On the HA system message box, click OK.

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--End--

Configuring High Availability on the Standby Server Configure High Availability resiliency on the Standby Server using the High Availability utility. The co-resident CCMS and CCT Standby Server shadows the Active Server and takes over processing if the Active Server fails.

Prerequisites •

The Active Server databases are restored on to the Standby Server.

Procedure steps Step

310

Action

1

Log on to the standby co-resident server.

2

Click Start, All Programs, Avaya, Contact Center, Database Utilities, High Availability.

3

In the left pane of the High Availability dialog box, click Server Mode.

4

In the Server Mode Configuration section, select Standby.

5

Under Server Mode Configuration, in the text box, type the maximum length of time the network connectivity tests can continue to fail consecutively before corrective action is considered, for example 60.

6

Under Server Mode Configuration, from the drop down list, select the unit of time for the network connectivity tests. In this example, the default of 60 seconds is selected.

7

Under IP Configuration, type the Active Server details, CLAN and ELAN IP addresses, for example a CLAN IP address of 172.18.116.41 and an ELAN IP address 172.18.133.29.

8

Under IP Configuration, type the Standby Server details, CLAN and ELAN IP addresses, for example a CLAN IP address of 172.18.116.30 and an ELAN IP address of 172.18.133.30.

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9

In the Address box, type the IP address of the Trusted IP server, for example 172.18.138.32. Avaya recommends that you use the IP address of some part of your IT infrastructure, that is always available to respond to a ping request, as the Trusted IP address.

10

Click OK. --End--

Starting the Active Server Start the Active Server using the High Availability utility. Starting the Active Server starts CCMS, CCT, and system processes.

Procedure steps Step

Action

1

Log on to the active co-resident server.

2

Click Start, All Programs, Avaya, Contact Center, Database Utilities, High Availability.

3

Expand Tasks.

4

Double-click CC Applications.

5

In the first box under CC Applications, select system.

6

Click Stop.

7

On the System Stop Notification message box, click Yes. Contact Center services shut down.

8

Click Start.

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9

On the System Start Notification message box, click Yes. A delay occurs before all Contact Center services start.

10

Click OK.

11

To verify that the Contact Center services are running using the SCMU, select Avaya, Contact Center, Common Utilities, System Control and Monitor Utility. Check the CCMS and CCT services are running. --End--

Procedure job aid After the system starts, check that the Managed IP (MIP) address is assigned to the network adapter of the Active Server by opening a command window and entering: IPCONFIG /all The IP’s and the MIP’s of the Active Server appears. In the following example 172.18.116.41 is the IP address of the active co-resident server, 172.18.116.47 is the Managed IP address of the co-resident server, 172.18.133.29 is the ELAN IP address of the active co-resident server and 172.18.133.39 is the Managed ELAN IP address of the co-resident server.

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Starting shadowing on the Standby Server Start shadowing on the Standby Server using the High Availability utility. The Standby co-resident CCMS and CCT server must be shadowing the Active CCMS and CCT server for switchover to occur if the Active Server fails. While the Standby server is

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shadowing the Active server, it maintains a near real-time local copy of the CCMS, CCT, and Administration databases. Therefore, the Standby Server is configured with the most recent data and it can take over from the Active Server if necessary. Attention: You must backup the Active server database, restore it on to the Standby server, and enable shadowing within 24 hours. If the difference in time between the Active and Standby server database content is greater than 24 hours then database shadowing does not work. If shadowing is stopped for more than 24 hours then you must backup the Active server database and restore it on to the Standby server before re-enabling shadowing. Ensure that the system clock time on the Active and Standby servers are synchronized. Attention: Enabling the shadowing functionality is available only on the system control dialog box of the High Availability utility on the Standby Server. Attention: It is advisable on the Standby Server not to stop and start shadowing but to use the pause and resume functionality.

Procedure steps Step

314

Action

1

Log on to the standby co-resident server.

2

Click Start, All Programs, Avaya, Contact Center, Database Utilities, High Availability.

3

Expand Tasks.

4

Double-click System Control.

5

In the Control box, select Shadowing.

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6

Click Start.

7

Click Yes. --End--

Verifying shadowing is running on the Active Server Verify that the Standby co-resident CCMS and CCT server is shadowing the Active server using the High Availability Utility. The System dialog box of the High Availability utility displays system information about the Active and the Standby servers. The dialog box displays the followings information categories: •

computer name and operating system version



server mode



server configuration type



port information



remote server connection status



remote server port information



license information



databases shadowed



time of last record shadowed



database namespaces



local and remote information on system status, switchover, shadowing and network



CC Application install information



database space and journaling information



database processes information

Procedure steps Step

Action

1

Log on to the active co-resident server.

2

Click Start, All Programs, Avaya, Contact Center, Database Utilities, High Availability.

3

In the left pane, expand Tasks.

4

Select System control.

5

In the information box, ensure that the standby server is actively shadowing the active server.

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--End--

Changing server details in Contact Center Manager Administration In Contact Center Manager Administration, change the Contact Center Manager Server and Communication Control Toolkit server details to use the High Availability Managed IP address and Managed name details.

Procedure steps Step

316

Action

1

Log on to the active co-resident server.

2

Log on to the Contact Center Manager Administration application with administrative privileges.

3

On the Launchpad, click Configuration.

4

From the list of servers in the system tree, right-click on the active CCMS server, and select Edit Properties.

5

In the Server Name box, type the High Availability Managed name of the co-resident server, for example CCCORES.

6

In the IP Address box, type the High Availability Managed IP address of the Contact Center Manager Server, for example 172.18.116.47.

7

In the Display Name box, type the name of the co-resident server as you want it to appear in the system tree of Contact Center Administration, for example CCCORES.

8

In the Login ID box, type sysadmin.

9

In the Password box, type your password.

10

Click Submit.

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11

From the list of servers in the system tree, right-click on the active CCT server, and select Edit Properties.

12

In the Server Name box, type the High Availability Managed name of the Communication Control Toolkit server, for example CCCORES.

13

In the IP Address box, type the High Availability Managed IP address of the Communication Control Toolkit server, for example 172.18.116.47.

14

In the Display Name box, type the name of the Communication Control Toolkit as you want it to appear in the system tree of Contact Center Administration, for example CCCORESONE_CCT.

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15

Click Submit. --End--

Using the Contact Center Manager Administration server Managed name Use the High Availability Managed name of the Contact Center Manager Administration server to access the CCMA application. When the Avaya Aura® Contact Center High Availability feature is configured and enabled, re-direct all Contact Center Manager Administration client Web browsers to use the Managed server name of the CCMA server. If you have a High Availability campus co-resident solution you must log on to the CCMA Web client using the Managed name of the co-resident CCMS and CCMA server. If an active application or server fails, the CCMA client Web browser continues to use the Managed name and you can continue working without interruption. Attention: Do not type the real or Managed IP address in the Address box. Using an IP address results in problems with Scripting, Historical Reporting, Configuration, Contact Center Management, and Access and Partition Management.

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Prerequisites •

Configure High Availability on the Active and Standby servers.



Know the user ID and password to log on to the CCMA.

Procedure steps Step

Action

1

Log on to the active co-resident server.

2

Start Internet Explorer.

3

In the Address box, type the URL of the CCMA server. The default URL is http:// ; for example type http://cccores.

4

In the User ID box, type your user ID, for example webadmin.

5

In the Password box, type your password.

6

Click Login. --End--

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High Availability – Standby Multimedia server software installation This chapter describes how to install contact center server software on the standby Contact Center Multimedia (CCMM) server. High Availability supports standby resiliency for CCMM in your Avaya Aura® Contact Center solution. Avaya recommends creating an administration account on the server and then installing Avaya Aura® Contact Center using the account. This account must have full administrative privileges. You must not delete the account. If you delete the account used to install the server software, Avaya Aura® Contact Center stops working. You can configure this CCMM server as a standby CCMM. The standby CCMM takes over contact processing and becomes the active CCMM if the active CCMM fails. This standby CCMM provides High Availability redundancy and resiliency. You must install the standby applications exactly the same as the active applications. The standby and active servers must have the same patch level and the same hard disk drive partitions. The Contact Center High Availability feature supports Contact Center Multimedia co-resident with Contact Center Manager Server, Contact Center License Manager, Server Utility, Contact Center Manager Administration, and Communication Control Toolkit.

Prerequisites to CCMM standby software installation •

Understand the configuration of the active server software in your contact center.



If you use e-mail in your contact center, install and configure an inbound e-mail and an outbound e-mail server in your network.



Ensure you have a Standby Server license for CCMM. Attention: For the system to correctly handle backup and restore SNMP events, you must install Windows SNMP Service before you install Contact Center software.



Install Contact Center Manager Server, Contact Center License Manager, Server Utility, and Contact Center Manager Administration software in your network.



You must install the standby applications the same as the active applications. The standby and active servers must have the same patch level and the same hard disk drive partitions.

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Installing Windows Server 2008 Release 2 Install the Windows operating system, which is required for the Contact Center server software. During the installation, configure the Windows settings as required. You must perform this procedure on each server before you install Contact Center server software on the server.

Prerequisites •

Ensure that you have a newly formatted server that meets the specifications in Avaya Aura® Contact Center Planning and Engineering (NN44400-210) on which to install Microsoft Windows Server 2008 Release 2. Avaya recommends that you do not upgrade your operating system from a previous release. Remove the drive partitions and reformat the hard drives on the server.



Ensure that you have a DVD for Windows Server 2008 Release 2.



Install the network interface card in the server.



Know the IP addresses for the contact center subnet.

Procedure steps Step

Action

1

Insert the Windows Server 2008 64-bit Release 2 Standard Edition or Windows Server 2008 64-bit Release 2 Enterprise Edition DVD into the DVD drive.

2

Install Windows Server 2008 Release 2 according to the instructions supplied by the DVD.

3

On the Installation window, select a Language to install from the list.

4

Select a Time and currency format from the list.

5

Select Keyboard or input method from the list.

6

Click Next.

7

Click Install Now.

8

Select an operating system from the list.

9

Click Next.

10

On the first Install Windows screen, read the terms of the license agreement and select I accept the license terms.

11

Click Next.

12

Select Custom.

13

Select the disk partition on which you want to install Windows Server 2008.

Attention: You can use the partition management options to configure the partitions on your server. The Operating System partition must be 60GB or greater. The minimum recommended is 80GB. 14

322

Click Next.

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The install proceeds and automatically restarts the server several times. 15

After completing the installation, log on to the server as Administrator. Enter and confirm the local Administrator password.

16

In the Initial Configuration Tasks window, select Activate Windows and follow the instructions or the Microsoft documentation to activate your server.

17

Select Set time zone and complete the information as required for your system. Contact Center Multimedia does not support manual Daylight Savings Time (DST) changing. On the Contact Center Multimedia, select Automatically adjust clock for daylight saving changes.

18

Select Configure Networking and complete the information for your Network Interface Card (NIC) with the server IP address.

19

Select Provide computer name and domain and complete the information for your server name and domain settings. The following is an example of computer name and domain details being configured on the multimedia server:

20

Configure disk drive C: to be the only primary partition on your hard drive.

21

Change the DVD drive letter to E:, to ensure the correct drive letters are free for the drives needed for the AACC application components.

22

Configure the remaining drives for this server as follows: — D: 80Gb Application drive — F: 300Gb CCMM Database drive

23

Install any drivers required for your hardware configuration. --End--

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Configuring Windows Server 2008 Before you can install Contact Center software on your server, create a repair disk and back up the operating system configuration.

Procedure steps Step

324

Action

1

Log on to the Windows Server 2008 server.

2

Select the Don’t display this screen on startup check box.

3

Update the emergency repair disk to record the latest configuration data for the server.

4

Choose Start, Administrative Tools, Server Manager.

5

In the left pane, click Features.

6

Click Add Features.

7

Select Windows Server Backup Features.

8

Click Next.

9

Click Install.

10

Click Close.

11

Choose Start, All Programs, Accessories, System Tools, Windows Server Backup.

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12

Follow the on-screen instruction to select what you want to back up. --End--

Installing the latest operating system service packs Install the most recent supported operating system service packs. You must download the supported operating system service pack included in the Avaya Contact Center Service Packs Compatibility and Hotfix Availability list to ensure your Contact Center server software functions correctly with the supported operating system patches.

Prerequisites •

Access the Avaya Contact Center Service Packs Compatibility and Hotfix Availability list on the support Web site http://support.avaya.com.



Review the recommendations on operating system service updates in Avaya Aura® Contact Center Planning and Engineering (NN44400-210).



Install the Microsoft .NET Framework 3.5 and Microsoft .NET Framework 3.5 SP1.

Procedure steps Step

Action

1

Log on to the server and disable the Windows Update feature. There are a number of methods for disabling the Windows Update feature, refer to the Windows Server 2008 documentation for a method suitable to your solution. Disabling the Windows Update feature prevents Windows Server 2008 from automatically applying operating system patches and potentially rebooting the server.

2

Review the Contact Center Service Packs Compatibility and Security Hotfixes Applicability list to determine the most recent Avaya Aura® Contact Center supported patches or service packs.

3

Download the appropriate Microsoft Windows Server 2008 patches for the Avaya Aura® Contact Center software installed on this server.

4

Install the most recent Windows Server 2008 service pack that is validated Avaya Aura® Contact Center by following the Microsoft Installation instructions. --End--

Disabling the Remote Access services Disable the Remote Access services on the core contact center server, to support Communication Control Toolkit. Microsoft Remote Desktop continues to run after you disable Remote Access services. After you disable the services, restart the server.

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Procedure steps Step

326

Action

1

Choose Start, Administrative Tools, Services.

2

In the Services window, right-click the Remote Access Connection Manager icon.

3

Click Properties.

4

In the General tab, from the Startup type list, select Disabled.

5

Click OK.

6

In the Services window, right-click the Remote Access Auto Connection Manager icon.

7

Click Properties.

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8

In the General tab, from the Startup type list, select Disabled.

9

Click OK.

10

In the Services window, click File, Exit.

11

Restart the server. --End--

Configuring SNMP on your server Configure Simple Network Management Protocol (SNMP) on your server to ensure you have all of the required components of the Internet protocol for monitoring devices in your network. SNMP helps you manage data that describes the system configuration and errors that may occur between servers.

Procedure steps Step

Action

1

Log on to the server using the administrator account.

2

Choose Start, Control Panel, Programs.

3

In the Programs and Features section, click Turn Windows features on or off.

4

In the Server Manager window, select Features and click Add Features.

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5

Select SNMP Services.

6

Click Next.

7

Click Install.

8

If prompted, insert the Windows Server 2008 DVD.

9

Click Close. --End--

Adding the server to a domain Add the server to an existing domain. Do this before installing any Contact Center software. Attention: Avaya Aura® Contact Center High Availability solutions do not support Windows Server 2008 Dynamic DNS.

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Prerequisites •

Ask your System Administrator to add a Domain Name System (DNS) static entry for this server. Each Contact Center server in a domain requires a DNS static entry. In High Availability solutions, ask your System Administrator to add one DNS static entry for the each Managed name and associated Managed IP address. A typical High Availability campus solution with a pair of co-resident servers requires 3 DNS static entries; one DNS static entry for the active server, one DNS static entry for the standby server, and one DNS static entry for the Managed name and associated IP address.



On this server, configure a preferred Domain Name System (DNS) server on the Network Interface Card (NIC).

Procedure steps Step

Action

1

Log on to the server as a local administrator.

2

Click Start, Administrative Tools, Server Manager.

3

Beside Computer Information, click Change System Properties.

4

In the System Properties dialog box, click the Computer Name tab.

5

Click Change.

6

In the Computer Name/Domain Changes dialog box, select the Domain option.

7

Type the domain name (you must provide the fully qualified domain name, which includes the prefix and suffix), for example thewest.com.

8

Click OK.

9

Type the domain administrator User name and Password.

10

Click OK.

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11

Restart the server when the system prompts you to do so. --End--

Downloading the most recent patches to the server To ensure that you have the most current software, download the most recent Contact Center patches from www.avaya.com/support to each server.

Procedure steps Step

Action

1

Log on to the server with administrative privileges.

2

Create a folder Avaya_Support on the C: drive.

3

Download the most recent Contact Center service pack file and save it on the Contact Center server in the Avaya_Support folder.

4

Right-click the service pack zip file and select Extract All from the context menu. --End--

Disabling Internet Protocol version 6 Disable internet protocol version 6 (IPv6) to ensure correct operation of the contact center software. Attention: This procedure requires modification of the Windows Server 2008 registry. This is an advanced administrator function: if you are not qualified to carry out edits to the registry, ask a qualified person to complete this procedure. Attention: Check the Microsoft support site to ensure that you use the most up to date procedure.

Procedure steps Step

330

Action

1

On the Windows server, click Start.

2

Type regedit in the Start Search box, and then click regedit.exe in the Programs list.

3

In the User Account Control dialog box, click Continue.

4

In Registry Editor, locate and then click the following registry subkey:

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HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip6\Parameters\ Double-click DisabledComponents to modify the DisabledComponents entry. 5

If the DisabledComponents entry is unavailable, you must create it by following steps 7 to 10. Otherwise go to step 11.

6

In the Edit menu, point to New, and then click DWORD (32-bit) Value.

7

Type DisabledComponents, and then press ENTER.

8

Double-click DisabledComponents.

9

Select the Hexadecimal option.

10

In the Value data box, type ffffffff to disable all IPv6 components.

11

Click OK

12

Reboot the server, if required. --End--

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Disabling unused Network Adapters Disable all unused Network Adapters or Network Interface Cards (NICs) to improve network communications and prevent the incorrect configuration of unused NICs during Contact Center server commissioning.

Procedure steps Step

Action

1

Log on to the server with administrative privileges.

2

Click Start, Control Panel, Network and Internet, Network and Sharing Center, Change Adapter Settings.

3

Right-click the unused Network Adapter, and select Disable.

4

Repeat this procedure for any unused Network Adapters. --End--

Enabling Microsoft Remote Desktop connection Enable Microsoft Remote Desktop connection as your remote access tool. Microsoft Remote Desktop provides remote access for personnel supporting the server.

Procedure steps Step

332

Action

1

Log on to the server with administrative privileges.

2

Choose Start, Control Panel, System and Security.

3

In the System section, select Allow remote access.

4

Click the Remote tab.

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Select Allow connections from computers running any version of Remote Desktop (less secure).

6

Click OK. --End--

Configuring Data Execution Prevention Configure the Data Execution Prevention (DEP) hardware and software to perform additional checks on memory that protect the Contact Center server against malicious code exploitation.

Procedure steps Step

Action

1

Log on to the server with administrative privileges.

2

Choose Start, Control Panel, System and Security.

3

Click System.

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4

In the System window, click Advanced system settings.

5

In the System Properties dialog box, click the Advanced tab.

6

Under Performance, click Settings.

7

In the Performance Options dialog box, click the Data Execution Prevention tab.

8

On the Data Execution Prevention tab, select Turn on DEP for essential Windows programs and services only.

9

Click OK.

10

On the System Properties dialog box, click OK.

11

Click OK and restart the computer. --End--

Importing the Contact Center Firewall Security policy Import the Avaya Aura® Contact Center Firewall Security policy to ensure all contact center servers in the solution can communicate.

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Export and backup your existing firewall security policy before importing the Avaya Aura® Contact Center Firewall Security policy. You can use this backup policy to rollback the Avaya Aura® Contact Center Firewall Security policy.

Procedure steps Step

Action

1

Download the most recent Avaya Aura® Contact Center Firewall Security policy from www.avaya.com/support.

2

Log on to the server with administrative privileges.

3

Choose Start, Administrative Tools, Windows Firewall with Advanced Security.

4

Choose Action, Export Policy.

5

In the File name box, type the name for the backup policy, for example WindowsFirewall.

6

Click Save. Windows exports the existing policy. You can use this backup policy to rollback the Avaya Aura® Contact Center Firewall Security policy, if you ever need to.

7

On the Policy successfully exported message box, click OK.

8

Choose Action, Import Policy.

9

On the policy overwrite message box, click Yes.

10

Navigate to the folder containing the Avaya Aura® Contact Center Firewall Security policy and select the policy.

11

Click Open. Windows imports the Avaya Aura® Contact Center Firewall Security policy.

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12

On the Policy successfully imported message box, click OK. --End--

Configuring Internet Information Services for CCMM Configure Internet Information Services (IIS) to enable the Web-based administration application for the Multimedia software. IIS is an optional component of the Windows Server 2008 Release 2 installation.

Procedure steps Step

Action

1

Log on to the CCMM server with administrative privileges.

2

Choose Start, Administrative Tools, Server Manager.

3

In the left-hand column of the Server Manager, right-click Roles and select Add Roles.

4

Review the requirements for the new role, and click Next.

5

Under Server Roles, select Web Server (IIS).

6

If an Add Roles Wizard message box appears, listing features required by Web Server (IIS) Support, click Add Required Features.

7

Click Next.

8

On the Introduction to Web Server (IIS) page, click Next.

9

On the Select Role Services page, under Common HTTP Features, select the following services: •

Static Content



Default Document



Directory Browsing



HTTP Errors



HTTP Redirection

Attention: Clear all other services check boxes. 10

336

On the Select Role Services page, under Application Development, select the following services: •

ASP.NET



.NET Extensibility



ASP

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ISAPI Extensions



ISAPI Filters



Server Side Includes

If an Add Roles Wizard message box appears when any of the services are selected, listing features required, click Add Required Role Services. Attention: Clear all other services check boxes. 11

On the Select Role Services page, under Health and Diagnostics, select the following services: •

HTTP Logging



Logging Tools



Request Monitor



Tracing

Attention: Clear all other services check boxes. 12

On the Select Role Services page, under Security, select all services.

13

On the Select Role Services page, under Performance, select all services.

14

On the Select Role Services page, under Management Tools, select the following services: •

IIS Management Console



IIS Management Scripts and Tools



Management Service



All items under IIS 6 Management Compatibility

Attention: Clear all other services check boxes.

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15

Click Next.

16

Review the installation information.

17

Click Install.

18

On the Installation Results page, click Close.

19

Restart the server if required. --End--

Installing the Contact Center Multimedia software on the standby server Install the Contact Center Multimedia standby server software on the CCMM server.

Procedure steps Step

338

Action

1

Log on to the CCMM server with administrative privileges.

2

Insert the Contact Center DVD into the DVD drive of your server.

3

If the installation does not automatically start, double-click Setup.exe.

4

Click Install to install the Visual C++ runtime libraries on the server.

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5

If you are prompted to restart the server, click Yes and repeat step 3.

6

On the Welcome window, click Next.

7

On the License Agreement window, read the terms of the agreement.

8

Click I ACCEPT the Terms of the End-User License Agreement.

9

Click Next.

10

On the Application Selection window, from the Select Switch Type list, select AML - Avaya Communication Server.

11

Under Contact Center Multimedia Server (CCMM), select CCMM Primary Server.

12

Click Next.

13

On the Product Data Upgrade window, click Next.

14

On the Installation Destination window, on the Application Destination Drive tab, from the Install Contact Center Application Software to list, select D:.

15

Click the Database Destination Drive tab.

16

From the Install Multimedia Server Database to list, select F:.

17

Click the Product Updates Location tab.

18

Under Select the parent directory where patches are stored, click Browse.

19

Select C:\Avaya_Support\AvayaAura_ContactCentre_6.2_ServicePack_05\ Product Updates.

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20

Click Next. The System Readiness Check runs on the server.

21

If you have followed the previous instructions in this guide, the system Readiness Checks return a Pass. You can ignore warnings if you understand the potential impact to the operation of the contact center and decide it is not applicable.

22

Click Next.

23

On the Installation Data window, in the CCMM - Primary Server tab, complete the fields as follows: Manager Server (CCMS) — Type the IP address of the standby CCMS server, for example 172.18.116.30. License Server — Type the IP address of the standby License server, for example 172.18.116.30. Telephony Server (CCT) — Type the IP address of the standby CCT server, for example 172.18.116.30. Administration Server (CCMA) — Type the IP address of the standby CCMA server, for example 172.18.116.30. Inbound mail server (POP3) — Type the name or IP address of the e-mail server 172.18.0.55.

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Outbound mail server (SMTP) — Type the name or IP address of the e-mail server 172.18.0.55.

24

Click Next.

25

On the Ready to Install Software window, review and verify the information.

26

Click Install.

27

After the installation is complete, click Finish.

28

Click Yes to restart the server.

29

After the server restarts, disable Java Runtime Environment (JRE) updates.

Attention: Updating to an unsupported version of JRE can cause the contact center to cease operation and may require the reinstallation of the contact center server. --End--

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Disabling Java Runtime Environment updates on the multimedia server Contact Center supports only specific versions of Java Runtime Environment (JRE). The Contact Center installer installs a supported JRE version, and Contact Center service packs install any required JRE updates. It is important that you disable JRE automatic updating in the Windows Control Panel on all contact center servers. Attention: Updating to an unsupported version of JRE can cause the contact center to cease operation and may require the complete reinstallation of the contact center server.

Procedure steps Step

Action

1

Log on to the Contact Center Multimedia server.

2

Choose Start, Control Panel, Programs, Java.

3

On the Java Control Panel select the Advanced tab.

4

Expand JRE Auto-Download.

5

Select Never Auto-Download.

6

Click OK. --End--

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Providing local users with the Log on as a service right Provide local users with the log on as a service right to ensure that administrators and the agents in your Contact Center have access to the Contact Center Agent Desktop application.

Procedure steps Step

Action

1

Log on to the standby Contact Center Multimedia server with administrative privileges.

2

Click Start, Administrative Tools, Local Security Policy.

3

Under Security Settings, in the left pane, expand Local Policies.

4

In the left pane, click User Rights Assignment.

5

In the right pane, double-click Log on as a service.

6

Click Add User or Group.

7

Click Locations.

8

In the Locations dialog box, select the Contact Center Multimedia server name from the list.

9

Click OK.

10

In the Enter the object name to select box, type IUSR.

11

Click Check Names to verify that the user name exists on the local computer.

12

Click OK.

13

Click Apply to save the changes.

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14

Click OK.

15

Close the Local Security Policy window. --End--

Configuring the MIME types Configure the Multipurpose Internet Mail Extension (MIME) types to ensure that agents can access e-mail message attachments.

Procedure steps Step

344

Action

1

On the Contact Center Multimedia server, click Start, Administrative Tools, Computer Management.

2

In the Computer Management dialog box, expand Services and Applications, Internet Information Services (IIS Manager)

3

Under Connections, expand , Sites, Default Web Site. In this example, is the name of the standby Multimedia server, CCMultiMTwo.

4

Under IIS, double-click MIME Types.

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5

On the Actions list on the right, click Add.

6

In the File name extension box, type .dic.

7

In the MIME Type box, type application/octet-stream.

8

Click OK.

9

On the Actions list on the right, click Add.

10

In the File name extension box, type .dat.

11

In the MIME Type box, type application/octet-stream.

12

Click OK.

13

In the MIME Types window, search for the extension .eml.

14

On the Actions list on the right, click Edit.

15

In the MIME Type box, type application/octet-stream.

16

Click OK.

17

Close the Computer Management window. --End--

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Verifying the Multimedia database installation Verify that the Multimedia database is installed and configured correctly.

Procedure steps Step

Action

1

On the Contact Center Multimedia server, open Internet Explorer.

2

Browse to http://CCMultiMTwo/csp/multimedia/ws.Contact.cls. The following screen appears:

3

If a Web page does not appear, contact your Avaya technical support prime. --End--

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Verifying that Contact Center Multimedia services start Verify that Contact Center Multimedia services start to ensure that contacts are routed immediately after the server restarts for any reason.

Procedure steps Step

Action

1

On the Contact Center Multimedia server, click Start, Administrative Tools, Services.

2

Next to CCMM License Service, verify that the status is Started and the startup type is Automatic.

3

Next to CCMM Starter Service, verify that the status is Started and the startup type is Automatic.

4

Verify that the following services started:

5



CCMM Multimedia Contact Manager



CCMM OAM service



CCMM Campaign Scheduler service



CCMM Email Manager

If any service did not start, in the Services window, right-click the service name, and click Start. --End--

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Patching the standby Contact Center Multimedia server Install the most recent Contact Center Multimedia software service patches to ensure that you have the most current development updates. The standby and active servers must have the same patch level.

Procedure steps Step 1

Action For more information on how to patch your standby multimedia server, see Installing Contact Center Multimedia software patches (page 395). --End--

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High Availability – Standby Multimedia server commissioning This section describes how to configure High Availability (HA) resiliency on a pair of standalone Contact Center Multimedia (CCMM) servers in a campus contact center solution. High Availability CCMM commissioning overview In a High Availability Campus server configuration, one CCMM server is the active server and one is the standby server. The active CCMM server actively processes contacts. The standby server shadows the active server. The standby server copies all configuration changes made on the active server and monitors the active server status. If the active CCMM server fails, the standby CCMM server, running in standby mode, recognizes the failure and starts processing contacts. The active and standby CCMM servers are part of the same contact center and they must be in the same subnet IP address range for campus High Availability resiliency to work. You must configure the standby CCMM server the same as the active server. The standby and active servers must have the same patch level and the same hard disk drive partitions. Configuration changes made to the active CCMM server during normal operation are automatically copied to the standby server so that the standby server can take over processing from the active server when necessary. In a campus solution, a CCMM hardware, network, or database failure can initiate a switchover but only if: •

The switchover check box on both CCMM servers is selected.



The standby CCMM server is shadowing the active server.



A valid license file containing standby server license information for CCMM exists to allow switchover.

Managed IP Address A Managed IP (MIP) address is a virtual IP address that is attached to a network adapter on the active server. Each Avaya Aura® Contact Center application server is assigned a static IP address. After the active server in each replication pair is determined, the active server attaches a Managed IP address to its network interface. The Managed IP address is assigned only to the active server and it is used by all other Contact Center applications and clients to connect to that application. The standby server assumes this same Managed IP address only if it takes over processing and becomes the active application. The active server stops using the Managed IP when it stops being the active server.

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High Availability Utility High Availability resiliency for Contact Center Multimedia is configured using the High Availability Utility in the Database Utilities. Use the High Availability Utility to configure which server is the active and which is the standby server. The HA utility also configures the Managed IP of the active server. The High Availability Utility on an Active Server has the following information configured on the Configuration tab: •

Server Mode — Configure the IP address for the Active and Standby servers — Configure the IP address for Trusted servers — Identify the Active or Standby server — Enable Automatic Switchover — Configure the switchover time-out: the wait time if a network outage occurs before an automatic switchover occurs



Notifications — Configure an e-mail server to allow for e-mail notifications — Configure where and how often to send e-mail notifications — Configure the e-mail character set



System — Display information on the system status — Verify that shadowing is running

The High Availability utility on an Active Server has the following dialogs under the Tasks tab: •

CC Applications — Start or stop the system — Enable or disable CC applications — Enable or disable switchover on the CC applications — Display system information



CC Configuration — Monitor application service status — Define which application services to be stopped or started — Configure how often a service to be restarted before switching over to the standby server



350

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— Initiate a manual switchover for the Active Server — Initiate Standby Server shadowing

Resolving the Managed name to the Managed IP address Complete the following procedures for the Active and Standby servers to resolve the Managed server name to the Managed IP address. Attention: Avaya Aura® Contact Center High Availability solutions do not support Windows Server 2008 Dynamic DNS. Ask your Domain Administrator to add a Domain Name System (DNS) static entry for the Active and Standby servers and one additional DNS static entry for each Managed name and associated Managed IP address. A typical High Availability campus solution with a pair of co-resident servers requires three DNS static entries; one DNS static entry for the active server, one DNS static entry for the standby server, and one DNS static entry for the Managed name and associated IP address. Perform this procedure for both the Active and Standby servers.

Procedure steps Step 1

Action Ask your Domain Administrator to add a Domain Name System (DNS) static entry for the Active and Standby servers and one additional DNS static entry for each Managed name and associated Managed IP address. --End--

Procedure job aid The following DNS window shows the three static entries in the thewest.com domain. The active (primary) server - hostname CCMULTIMONE with an IP address 172.18.116.43. The standby (secondary) server - hostname CCMULTIMTWO with an IP address 172.18.116.31. The Managed name and Managed IP - CCMULTIM and 172.18.116.37.

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Installing a third-party utility to support High Availability Install a third-party utility required by the Avaya Aura® Contact Center High Availability feature. Perform this procedure on the Active and Standby servers. You must copy the installer file from the active co-resident server to both the active and standby CCMM servers.

Procedure steps Step

352

Action

1

Log on to the active co-resident server.

2

Using Windows Explorer, navigate to D:\Avaya\Contact Center\Manager Server\CCSMMC\thirdparty\winpcap.

3

Right-click on the winpcap folder.

4

Select Copy.

5

Log on to the active Contact Center Multimedia server.

6

Browse to a location on the Contact Center Multimedia server, for example D:/ Avaya. Right-click in the location and select Paste.

7

Open the winpcap folder.

8

Double-click WinPcap_4_1_2.exe.

9

On the WinPcap installer dialog, click Next.

10

On the WinPcap installer Setup Wizard dialog, click Next.

11

On the WinPcap installer License Agreement dialog, click I Agree.

12

On the WinPcap installer Installation options dialog, click Install.

13

On the WinPcap installer dialog, click Finish.

14

Repeat this procedure on the standby multimedia server.

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--End--

Configuring CCMM General Administration In a multimedia-enabled solution Avaya Aura® Agent Desktop client software is typically downloaded from a Contact Center Multimedia (CCMM) server. Avaya Aura® Agent Desktop then communicates with that Contact Center Multimedia server to handle e-mail based contacts. Avaya Aura® Agent Desktop communicates with a Communication Control Toolkit (CCT) server to handle voice contacts. In a multimedia-enabled High Availability solution use the CCMM Administration tool to configure standby CCMM and CCT server details. Avaya Aura® Agent Desktop client software downloads these standby server details and communicates with these standby servers if it cannot communicate with the active CCMM or CCT servers.

Prerequisites •

Log on to the Contact Center Manager Administration application. You must launch the Contact Center Manager Administration application from the co-resident server Managed name.

Procedure steps Step

Action

1

Log on to the active co-resident server.

2

Log on to the Contact Center Manager Administration application using the Managed name of the co-resident server. For example, launch Contact Center Manager Administration from http://cccores.

3

On the Launchpad, click Multimedia.

4

In the left column, select General Administration.

5

Click Server Settings.

6

Ensure that Contact Center Manager Server, Contact Center Manager Administrator, Communication Control Toolkit and Contact Center License Server is configured with the Managed IP address of the active CCMS server, for example 172.18.116.47.

7

Ensure that Contact Center Multimedia Server is configured with the name or IP address of the active CCMM server, for example 172.18.116.43.

8

Ensure that Contact Center Multimedia Standby Server is configured with the name or IP address of the current standby CCMM server, for example 172.18.116.31.

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9

Ensure that Standby CCT Server is configured with the name or IP address of the standby CCT server, for example 172.18.116.30. In the port field, type the port number of the active CCT server, for example 29373.

10

Close the CCMM Administration screen. --End--

Configuring High Availability on the Active Server The Active Server is configured using the High Availability utility. This utility saves IP information for the Active Server to the database.

Procedure steps Step

354

Action

1

Log on to the active CCMM server.

2

Click Start, All Programs, Avaya, Contact Center, Database Utilities, High Availability.

3

Expand Configuration.

4

Double-click Server Mode.

5

Under Server Mode Configuration, select Active.

6

Under Server Mode Configuration, select the Switchover check box.

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Under Server Mode Configuration, in the text box, type the maximum length of time the network connectivity tests can continue to fail consecutively before corrective action is considered, for example 60.

8

Under Server Mode Configuration, from the drop down list, select the unit of time for the network connectivity tests. In this example, the default value of 60 seconds is selected.

9

Under IP Configuration, type the Managed IP, CLAN address, for example 172.18.116.37.

10

Under IP Configuration, type the Active Server details, CLAN IP address, for example 172.18.116.43.

11

Under IP Configuration, type the Standby Server details, CLAN IP address, for example 172.18.116.31.

12

In the Trusted IP box, type the IP Address of the trusted server, for example 172.18.138.32. Avaya recommends that you use the IP address of some part of your IT infrastructure, that is always available to respond to a ping request, as the Trusted IP address.

13

Click OK. --End--

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Backing-up the CCMM Active Server database Use the Database Maintenance utility to back up the Active Server database. The backup of the database is restored to the Standby Server.

Procedure steps Step

356

Action

1

Log on to the active CCMM server.

2

Click Start, All Programs, Avaya, Contact Center, Database Utilities, Database Maintenance.

3

Click Backup Locations.

4

Click Create.

5

From the Drive Letter list, select the network drive on which you want to store the CCMM database, for example N.

6

In the UNC Path box, type the location where you want to store the back up, in the format \\Computer Name\Backup Location, for example \\ CCMULTIMONE\CCMMdb. This location must be a shared folder with correct permissions.

7

In the User Name box, type the user name used to log on to the computer specified in the UNC Path box. The user name is in the format Computer Name\Account Name, for example CCMULTIMONE\administrator.

8

In the Password box, type the domain password.

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9

Click OK.

10

In the left pane, click Immediate Backup.

11

In the Media Type section, select Network Disk.

12

In the Applications section, select CCMM and ADMIN.

13

From the Backup Location list, select the network drive on which to store the backup.

14

Click Backup.

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--End--

Restoring the database on the Standby Server Restore the database from the Active Server to the Standby Server to ensure the databases are consistent. The Database Maintenance utility can restore only one application’s data at a time. Therefore restore the data for the CCMM and ADMIN databases. You must restore the CCMM and ADMIN databases to the Standby Server. Restore the ADMIN database last.

Prerequisites •

At CCMM install-time, the license type is NODAL. If you have a Corporate (CORP) license you must set this on the standby server before you restore the active server backup on to the standby machine. Attention: Restore the CCMM database first and then the ADMIN database.

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Attention: Restoring the ADMIN database can change configuration of Backup locations on the Standby Server if the Active Server and Standby Server backup locations are different. After you restore the ADMIN database, close and reopen the Database and Maintenance utility.

Procedure steps Step

Action

1

Log on to the standby CCMM server.

2

Click Start, All Programs, Avaya, Contact Center, Database Utilities, Database Maintenance.

3

Click Backup Locations.

4

Click Create.

5

From the Drive Letter list, select the network drive on which you want to store the CCMM and ADMIN databases, for example N.

6

In the UNC Path box, type the location to store the backup. It must be in the format \\Computer Name\Backup Location, for example \\CCMULTIMONE\ CCMMdb. This location must be a shared folder with correct permissions.

7

In the User Name box, type the user name used to log on to the computer specified in the UNC Path box. The user name is in the format Computer Name\Account Name, for example CCMULTIMONE\administrator.

8

In the Password box, type the Windows user name password.

9

Click OK.

10

In the Database Maintenance dialog box, in the left pane, click Restore.

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11

In the right pane, under Media Type, select Network Location.

12

If the backup file is on the network drive, in the Backup Location list, select the backup location, for example N.

13

Under Application, select the database to restore, either CCMM or ADMIN.

Attention: You must restore the ADMIN database last. 14

Under Restore contents, select Data.

15

Click Restore.

16

Use the Progress information field to monitor the restore process.

17

Repeat steps 11 to 14 to restore all databases

18

Click Exit to close the Database Maintenance utility. --End--

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Configuring the Standby Server Configure the Standby Contact Center Multimedia (CCMM) server. The Standby CCMM server must be shadowing the Active CCMM server for switchover to occur if the Active server fails. While the Standby server is shadowing the Active server, it maintains a near real-time local copy of the CCMM and Administration databases. Therefore, you configure the Standby Server with the most recent data and it can take over from the Active Server if necessary.

Prerequisites •

The database from the Active server has been restored to the Standby Server.

Procedure steps Step

Action

1

Log on to the standby CCMM server.

2

Click Start, All Programs, Avaya, Contact Center, Database Utilities, High Availability.

3

In the left pane, click Server Mode.

4

In the Server Mode Configuration section, select Standby.

5

Under IP Configuration, type the Active Server details, CLAN IP address, for example 172.18.116.43.

6

Under IP Configuration, type the Standby Server details, CLAN IP address, for example 172.18.116.31.

7

In the Trusted IP box, type the IP Address of the trusted server, for example 172.18.138.32. Avaya recommends that you use the IP address of some part of your IT infrastructure, that is always available to respond to a ping request, as the Trusted IP address.

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8

Click OK. --End--

Starting the Active Server Start the Active Server using the CC Applications tab in the High Availability utility. Starting the Active Server starts the system processes.

Procedure steps Step

362

Action

1

Log on to the active CCMM server.

2

Click Start, All Programs, Avaya, Contact Center, Database Utilities, High Availability.

3

Expand Tasks.

4

Double-click CC Applications.

5

In the first box under CC Applications, choose system.

6

If services are not started, click Start.

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7

On the System Start Notification message box, click Yes. A delay occurs before all Contact Center services start.

8

Click OK. --End--

Starting shadowing on the Standby Server Use the High Availability utility to start shadowing on the Standby Server. Attention: You must backup the Active server database, restore it on to the Standby server, and enable shadowing within 24 hours. If the difference in time between the Active and Standby server database content is greater than 24 hours then database shadowing does not work. If shadowing is stopped for more than 24 hours then you must backup the Active server database and restore it on to the Standby server before re-enabling shadowing. Ensure that the system clock time on the Active and Standby servers are synchronized.

Procedure steps Step 1

Action Log on to the CCMM standby server.

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2

Choose Start, All Programs, Avaya, Contact Center, Database Utilities, High Availability.

3

Under Tasks, click System Control.

4

Beside Control, select Shadowing.

5

Click Start.

6

Click Yes. --End--

Verifying Shadowing is running on the Active Server The system information tab of the High Availability utility displays system information regarding the Active and the Standby servers. The dialog box displays the following information categories:

364



computer name and operating system version



server mode



server configuration type



remote server connection status



remote server port information

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port information



license information



time of last record shadowed



local and remote information on system status, switchover, shadowing and network



CC Application install information



databases shadowed



database namespaces



database space and journaling information



database processes information

Use this procedure to verify the settings.

Procedure steps Step

Action

1

Log on to the active CCMM server.

2

Click Start, All Programs, Avaya, Contact Center, Database Utilities, High Availability.

3

In the left pane, expand Tasks.

4

Select System control.

5

In the information box, ensure that the standby server is actively shadowing the active server. --End--

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High Availability – Agent Desktop testing Avaya Aura® Agent Desktop (AAAD) supports High Availability for fault tolerant and resilient contact center solutions. In High Availability contact centers, Avaya Aura® Agent Desktop connects to multiple Avaya Aura® Contact Center servers. If one of the Contact Center servers fails or is shut down for maintenance, your Agent Desktop software switches over to the remaining Contact Center servers and continues working. In certain scenarios for this Hot-standby High Availability solution, which are outlined in this section, agents are logged out from Agent Desktop. Agents continue to handle customer phone calls on their deskphone without interruption. The Agent Desktop multimedia contacts list refreshes during a server switchover and this causes a short delay before new multimedia contacts arrive. Multimedia contacts in progress when a switchover occurs are not affected; however agents are logged out in certain scenarios. Force a High Availability switchover by disconnecting the network cable of the Active co-resident CCMS and CCT server.

Uninstalling the Agent Desktop client software Uninstall the existing Agent Desktop client software from the client computer. In Contact Center HA solutions, you must uninstall the Agent Desktop client software downloaded directly from the original Contact Center Multimedia server. You must then download the Agent Desktop client software from the Managed IP or Managed Name of the CCMM HA pair. This ensures Agent Desktop - High Availability support and future software updates.

Procedure steps Step

Action

1

Log on to the Agent Desktop computer using the agent domain account.

2

Click Start, Settings, Control Panel.

3

Click Add or Remove Programs.

4

From the list of Currently installed programs, select Avaya Aura Agent Desktop 6.0.

5

Click Change/Remove.

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6

On the Avaya Aura Agent Desktop 6.0 Maintenance dialog, select Remove the application from this computer.

7

Click OK.

8

Follow the on-screen instructions to uninstall Avaya Aura Agent Desktop 6.0 software. --End--

Starting Agent Desktop Start Agent Desktop when you are ready to open the application.

Procedure steps Step 1

368

Action Log on to the Agent Desktop computer using the agent domain account.

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2

In Windows Explorer or Internet Explorer, enter the HTTP address (URL) used to launch Agent Desktop. The URL format is /agentdesktop, for example 172.18.116.37/ agentdesktop.

3

Click Launch AAAD. Follow the on-screen instructions to download and install the Agent Desktop software. --End--

Creating a shortcut to the Agent Desktop Create a shortcut to the Agent Desktop to quickly access the application without manually entering the URL.

Procedure steps Step

Action

1

Click Start, Programs, Avaya.

2

Right-click Agent Aura Agent Desktop 6.0.

3

Select Send To, Desktop (create shortcut). --End--

Logging on to Agent Desktop Log on to Agent Desktop after you start the Agent Desktop application. The system automatically configures your status to Not Ready. Change your status to Ready to indicate that you are available to handle all media types for which you are licensed and configured. If you are assigned to a skillset for a particular contact type, you can receive and create contacts in that contact type.

Procedure steps Step

Action

1

Log on to the client computer using an agent domain account.

2

Start the Agent Desktop.

3

On the Agent Desktop Top bar, from the Status list, select Login.

4

In the Multimedia tab, type the agent Password.

5

Click Login. The status icon changes to Not Ready.

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--End--

Changing your status to Ready Change your status to Ready when you are available to create or receive contacts.

Procedure steps Step

Action

1

On the Agent Desktop Top bar menu, click the Status icon.

2

Select Go Ready. Agent Desktop places you in Ready status. The status icon changes to green and the Top bar displays the Ready status. --End--

Accepting the test call Accept and work with telephone calls. The relevant work item controls become active and the call timer appears in the work item.

Prerequisites •

Ensure that you are in Ready state.



Ensure that you have a skillset designated to handle telephone calls.

Procedure steps Step

370

Action

1

Generate a test call that resolves to the Agent skillset, for example dial 4750.

2

On the Agent Desktop, select the new alerting work item and click the Accept work item control.

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The top pane of the Agent Desktop shows the customer details and history of all past calls with the contact. --End--

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Testing High Availability for voice by forcing a switchover on the co-resident server Test the resiliency of the Avaya Aura® Contact Center – High Availability solution by forcing a switchover. You can force a switchover by disconnecting the network cable from the Active co-resident server. This procedure uses the High Availability manual switchover feature to test High Availability.

Procedure steps Step

372

Action

1

Log on to the Active co-resident server, for example CCCoresOne.

2

Click Start, All Programs, Avaya, Contact Center, Database Utilities, High Availability.

3

Select Tasks, System Control.

4

From the Control list, select Switchover.

5

Click Start.

6

On the Switchover message box, click Yes.

7

The active co-resident server begins to switchover.

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8

On the active co-resident server the High Availability system tray icon displays a message box counting down the switchover.

9

The standby co-resident server continues to shadow the active server.

10

The standby co-resident server then recognizes that a switchover is in progress. The High Availability system tray icon on the standby co-resident server displays a message box indicating that a switchover is in progress.

11

While the switchover is in progress, Agent Desktop displays the following message box:

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Click Dismiss, continue to handle the test call on the agent deskphone, and wait for the switchover to complete. This message box continues to display until the switchover is complete.

374

12

When the High Availability switchover is complete, the following message box appears on the standby co-resident server.

13

After the switchover, the standby co-resident server is now hosting the co-resident HA pair Managed IP address. The co-resident HA pair Managed IP address is now attached to the network interface on the original standby co-resident server. The original standby co-resident server is now the active server. The CCCoresTwo server (172.18.116.30) is now the active co-resident server.

14

The core co-resident services are now running on the new active co-resident server.

15

The core co-resident services are now stopped on the old active co-resident server.

16

During and after a switchover occurs, the test call must be handled on the agent deskphone. Call control is not retained on the Agent Desktop. When the switchover is complete the agent status is logged out.

17

When you release the test call, logon to the Agent Desktop.

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Attention: The agent cannot logon to the Agent Desktop after a switchover until the call the agent was on is released. --End--

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Testing High Availability for voice by forcing a switchover on the multimedia server Test the resiliency of the Avaya Aura® Contact Center – High Availability solution by forcing a switchover. You can force a switchover by disconnecting the network cable from the Active CCMM server. This procedure uses the High Availability manual switchover feature to test High Availability.

Procedure steps Step

376

Action

1

Log on to the Active CCMM server, for example CCMultiMOne.

2

Click Start, All Programs, Avaya, Contact Center, Database Utilities, High Availability.

3

Select Tasks, System Control.

4

From the Control list, select Switchover.

5

Click Start.

6

On the Switchover message box, click Yes.

7

The active CCMM server begins to switchover.

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8

On the active CCMM server the High Availability system tray icon displays a message box counting down the switchover.

9

The standby CCMM server continues to shadow the active server.

10

The standby CCMM server then recognizes that a switchover is in progress. The High Availability system tray icon on the standby CCMM displays a message box indicating that a switchover is in progress.

11

While the switchover is in progress, Agent Desktop displays the following message box:

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Click Dismiss, continue to handle the test call on the agent deskphone, and wait for the switchover to complete. This message box continues to display until the switchover is complete. 12

When the High Availability switchover is complete, the following message box appears on the standby Multimedia server.

13

After the switchover, the standby CCMM server is now hosting the CCMM HA pair Managed IP address. The CCMM HA pair Managed IP address is now attached to the network interface on the original standby CCMM server. The original standby CCMM server is now the active server. The CCMultiMTwo server (172.18.116.31) is now the active CCMM server.

14

The core CCMM services are now running on the new active CCMM server.

15

The core CCMM services are now stopped on the old active CCMM server.

16

During and after a switchover occurs, the test call must be handled on the agent deskphone. Call control is not retained on the Agent Desktop.

17

When the switchover is complete the agent status is retained as Ready.

18

For all subsequent calls, after the test call is released on the agent deskphone, the agent regains call control on the Agent Desktop. --End--

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Accepting the test e-mail contact Accept an incoming contact to display customer details and begin contact with a customer. Agent Desktop expands to show the customer details and the call timer appears in the work item. The new incoming e-mail is presented as a new work item in the work list window.

Procedure steps Step

Action

1

Generate a test e-mail message.

2

On the Agent Desktop, click Accept. The e-mail opens in the E-mail Display panel. The customer details for the e-mail opens in the bottom left hand Customer Details panel. --End--

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Testing High Availability for multimedia by forcing a switchover on the co-resident server Test the resiliency of the Avaya Aura® Contact Center – High Availability solution by forcing a switchover. You can force a switchover by disconnecting the network cable from the Active co-resident server. This procedure uses the High Availability manual switchover feature to test High Availability.

Procedure steps Step

380

Action

1

Log on to the Active co-resident server, for example CCCoresOne, 172.18.116.41.

2

Click Start, All Programs, Avaya, Contact Center, Database Utilities, High Availability.

3

Select Tasks, System Control.

4

From the Control list, select Switchover.

5

Click Start.

6

On the Switchover message box, click Yes.

7

The active co-resident server begins to switchover.

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8

On the active co-resident server the High Availability system tray icon displays a message box counting down the switchover.

9

The standby co-resident server continues to shadow the active server.

10

The standby co-resident server then recognizes that a switchover is in progress. The High Availability system tray icon on the standby co-resident server displays a message box indicating that a switchover is in progress.

11

While the switchover is in progress, Agent Desktop displays the following message box:

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Click Dismiss and wait for the switchover to complete. This message box continues to display until the switchover is complete.

382

12

When the High Availability switchover is complete, the following message box appears on the standby co-resident server.

13

After the switchover, the standby co-resident server is now hosting the co-resident HA pair Managed IP address. The co-resident HA pair Managed IP address is now attached to the network interface on the original standby co-resident server. The original standby co-resident server is now the active server. The CCCoresTwo server (172.18.116.30) is now the active co-resident server.

14

The core co-resident services are now running on the new active co-resident server.

15

The core co-resident services are now stopped on the old active co-resident server.

16

After the switchover, the Agent Desktop displays the following message:

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Click OK. 17

Verify that the e-mail contact is still open and editable in Agent Desktop. You can continue to work with this e-mail.

18

Finish and close the e-mail. The agent is now logged out.

19

Log on to the Agent Desktop.

Attention: The agent cannot logon to the Agent Desktop after a switchover until the e-mail the agent was working on is released. --End--

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Testing High Availability for multimedia by forcing a switchover on the multimedia server Test the resiliency of the Avaya Aura® Contact Center – High Availability solution by forcing a switchover. You can force a switchover by disconnecting the network cable from the Active CCMM server. This procedure uses the High Availability manual switchover feature to test High Availability.

Procedure steps Step

384

Action

1

Log on to the Active CCMM server, for example CCMultiMOne, 172.18.116.41.

2

Click Start, All Programs, Avaya, Contact Center, Database Utilities, High Availability.

3

Select Tasks, System Control.

4

From the Control list, select Switchover.

5

Click Start.

6

On the Switchover message box, click Yes.

7

The active CCMM server begins to switchover.

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On the active CCMM server the High Availability system tray icon displays a message box counting down the switchover.

9

The standby CCMM server continues to shadow the active server.

10

The standby CCMM server then recognizes that a switchover is in progress. The High Availability system tray icon on the standby CCMM server displays a message box indicating that a switchover is in progress.

11

While the switchover is in progress, Agent Desktop displays the following message box:

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Click Dismiss and wait for the switchover to complete. 12

When the High Availability switchover is complete, the following message box appears on the standby CCMM server.

13

After the switchover, the standby CCMM server is now hosting the CCMM HA pair Managed IP address. The CCMM HA pair Managed IP address is now attached to the network interface on the original standby CCMM server. The original standby CCMM server is now the active server. The CCMultiMTwo server (172.18.116.31) is now the active CCMM server.

14

The core CCMM services are now running on the new active co-resident server.

15

The core CCMM services are now stopped on the old active co-resident server.

16

Verify that the Agent Desktop agent is still logged on and is in the ready state.

17

Verify that the e-mail contact is still open and editable in Agent Desktop. You can continue to work with this e-mail. --End--

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How to reinstate High Availability after a switchover In campus solutions, if the Active server fails, the Standby server starts processing contacts. The initially Active server is now stopped, and the High Availability - Enable Switchover option is disabled. The Standby server becomes the Active server and it continues to process contacts. The High Availability SMTP feature sends an e-mail to the Contact Center Administrator informing them about the switchover. The Active server has no corresponding Standby server at this point, and the solution is no longer resilient. When the root cause of the failure has been addressed the Contact Center Administrator may reinstate High Availability resiliency using the following procedure. After the switchover, the Standby server is now the current Active server. The following tables list the current Active server details used in this worked example. Co-resident server details after a switchover: Example co-resident CCMS, CCMA, CCT server details Current Active co-resident server name

CCCoresTwo

Current Active co-resident server IP Address

172.18.116.30

Previous active co-resident server name

CCCoresOne

Previous active co-resident server IP Address

172.18.116.41

Managed co-resident server name

CCCORES

Managed co-resident IP Address

172.18.116.47

CCMM server details after a switchover: Example CCMM server details Current Active CCMM server name

CCMultiMTwo

Current Active CCMM server IP Address

172.18.116.31

Previous active CCMM server name

CCMultiMOne

Previous active CCMM server IP Address

172.18.116.43

Managed CCMM server name

CCMULTIM

Managed CCMM IP Address

172.18.116.37

Procedure steps Step 1

Action Backup the current active co-resident server CCT, CCMS, and Administration databases. For example, backup the CCCoresTwo (172.18.116.30) server databases.

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2

Restore these databases to the new standby server. Restore the Administration database last. For example, restore the server databases on to CCCoresOne (172.18.116.41). If shadowing is started on the standby server, it must be stopped before you can restore the databases.

3

On the new standby co-resident server, configure a standby server using the High Availability utility. For example, configure High Availability on the CCCoresOne (172.18.116.41) server.

4

On the co-resident standby server, choose Start, All Programs, Avaya, Contact Center, Database Utilities, High Availability.

5

Expand Configuration and click on Server Mode.

6

Under Server Mode Configuration, select Switchover.

7

Under Tasks, click System Control.

8

Beside Control, select Shadowing.

9

Click Start. The standby co-resident server (172.18.116.41) is now shadowing the active co-resident server (172.18.116.30) and High Availability resiliency is restored for voice.

10

On the active CCMM server, backup the current active server CCMM databases. For example, backup the CCMultiMTwo (172.18.116.31) server databases.

11

Restore the CCMM and Administration database to the new standby CCMM server. Restore the Administration database last. For example, restore the databases on to CCMultiMOne (172.18.116.43). If shadowing is started on the standby server, it must be stopped before you can restore the databases.

12

On the Contact Center Multimedia standby server, choose Start, All Programs, Avaya, Contact Center, Database Utilities, High Availability.

13

Expand Configuration and click on Server Mode.

14

Under Server Mode Configuration, select Switchover.

15

Under Tasks, click System Control.

16

Beside Control, select Shadowing.

17

Click Start. The standby CCMM server (172.18.116.43) is now shadowing the active CCMM server (172.18.116.31) and High Availability resiliency is restored for multimedia. --End--

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Patching section •

Patching – Co-resident server (page 391)



Patching – Contact Center Multimedia server (page 395)

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Patching – Co-resident server This chapter describes how to install patches on a co-resident Avaya Aura® Contact Center server. This includes the following server software: •

Contact Center Manager Server



Contact Center License Manager



Contact Center Manager Administration



Communication Control Toolkit



Orchestration Designer

You must patch both the active and standby servers to the same patch level.

Installing co-resident software patches Install the most recent co-resident software service patches to ensure that you have the most current development updates.

Prerequisites Download the most recent Avaya Aura® Contact Center patches.



Procedure steps Step 1

Action Click Start, All Programs, Avaya, Contact Center, Common Utilities, Contact Center Patch Manager.

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2

Click Install.

3

Click Browse and navigate to the folder where you have downloaded the server packs.

4

Click Scan for Updates. The Contact Center Updates section displays the available patches.

5

392

Select the appropriate patch.

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6

Click Install Selected Updates.

7

Click Yes. The Patch Manager installs the patch and displays a confirmation message.

8

Click Close.

9

Verify that the newly installed patch appears under Installed Updates. --End--

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Patching – Contact Center Multimedia server This chapter describes how to install patches on the Contact Center Multimedia (CCMM). Apply patches to a CCMM server to resolve product issues. You must patch both the active and standby servers to the same patch level.

Installing Contact Center Multimedia software patches Install the most recent Contact Center Multimedia software service patches to ensure that you have the most current development updates.

Prerequisites •

Download the most recent Contact Center Multimedia (CCMM) and Common Components (CCCC) patches.

Procedure steps Step 1

Action Click Start, All Programs, Avaya, Contact Center, Common Utilities, Contact Center Patch Manager.

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2

Click Install.

3

Click Browse and navigate to the folder where you downloaded the server packs.

4

Click Scan for Updates. The Contact Center Updates section displays the available patches.

396

5

Select the appropriate patch.

6

Click Install Selected Updates.

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7

Click Yes. The Patch Manager installs the patch and displays a confirmation message.

8

Click Close.

9

Verify that the newly installed patch appears under Installed Updates. --End--

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Troubleshooting section •

Avaya Communication Server 1000 PABX troubleshooting (page 401)



High Availability troubleshooting (page 409)

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Avaya Communication Server 1000 PABX troubleshooting This section describes the troubleshooting procedures that you perform when handling Avaya Communication Server 1000 PABX issues in Avaya Aura® Contact Center Release 6.2. This section provides information about how and where to check for the status of the various configuration elements and parameters mentioned in the checklists.

Prerequisites for Avaya Communication Server 1000 troubleshooting Read the Avaya Aura® Contact Center Configuration – Avaya CS1000 Integration (NN44400-512) guide.



Verifying the ELAN subnet connection between the server and Avaya Communication Server 1000 Verify that the ELAN subnet connection between the server and the Avaya Communication Server 1000 is functioning.

Procedure steps Step

Action

1

Connect to the Avaya Communication Server 1000.

2

In LD 48, enter the following command: stat ELAN.

3

Verify that the status for the ELAN subnet connected to the server is ACTIVE, EMPTY and APPL ACTIVE.

4

If there are multiple ELAN subnets, check the ELAN subnet connection for each IP address. --End--

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Example >ld 48 LNK000 .stat elan SERVER TASK: ENABLED ELAN #: 19 APPL_IP_ID: 172.18.116.41 (after a switchover this displays the IP address of the new active server) LYR7: ACTIVE EMPTY APPL ACTIVE

Verifying that the server is up Verify that the server is up to determine where subsystem link problems are occurring. Problems may be related to the Contact Center Manager Server, the Avaya Communication Server 1000, or on the Contact Center Manager Administration server.

Procedure steps Step 1

Action On the co-resident server, in the SCMU utility, check that all components have the status Started. --End--

Verifying the PABX loop, shelves, and cards Verify that the PABX loop, shelves, and cards are functioning.

Procedure steps Step

Action

1

On the PABX, in LD 32, use the following command: stat n1 n2 n3 where n1 is the loop, n2 is the shelf, and n3 is the card that contains either agents or voice ports.

2

The status for real agents must be LOG IN or LOG OUT, depending on the state of the agent. --End--

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Example Command on the PABX: Loop ld 32 NPR000 .stat 24 SUPER LOOP 000 DSBL 038 BUSY Real agents status (2500 set agents): .stat 24 0 0 00 = UNIT 00 = IDLE (L500 LOG IN) 01 = UNIT 01 = IDLE (L500 LOG IN) 02 = UNIT 02 = IDLE (L500 LOG IN) 03 = UNIT 03 = IDLE (L500 LOG IN) 04 = UNIT 04 = IDLE (L500 LOG IN) 05 = UNIT 05 = IDLE (L500 LOG IN) 06 = UNIT 06 = IDLE (L500 LOG IN) 07 = UNIT 07 = IDLE (L500 LOG IN) 08 = UNIT 08 = IDLE (L500 LOG IN) 09 = UNIT 09 = IDLE (L500 LOG IN) 10 = UNIT 10 = IDLE (L500 LOG IN) 11 = UNIT 11 = IDLE (L500 LOG IN) 12 = UNIT 12 = IDLE (L500 LOG IN) 13 = UNIT 13 = IDLE (L500 LOG IN) 14 = UNIT 14 = IDLE (L500 LOG IN) 15 = UNIT 15 = IDLE (L500 LOG IN) Voice Ports status (SL1 sets): .stat 4 0 3 00 = UNIT 00 = IDLE (BCS LOG IN) 01 = UNIT 01 = IDLE (BCS LOG IN) 02 = UNIT 02 = IDLE (BCS LOG IN) 03 = UNIT 03 = IDLE (BCS LOG IN)

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04 = UNIT 04 = IDLE (BCS LOG IN) 05 = UNIT 05 = IDLE (BCS LOG IN) 06 = UNIT 06 = IDLE (BCS LOG IN) 07 = UNIT 07 = IDLE (BCS LOG IN)

Verifying that the CDN is in an acquired state Verify that the CDN is in an acquired state.

Procedure steps Step

Action

1

On the CCMA Launchpad, click Configuration.

2

Select CDN (Route Points).

3

Verify that the CDN status is Acquired.

4

On the Avaya Communication Server 1000, in LD 23, enter the command REQ PRT.

5

Enter the command TYPE CDN. The following values appear on the printout: •

AACQ = YES



ASID = ELAN connected to Contact Center Manager Server



CNTL = YES --End--

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Example ld 23 ACD000 MEM AVAIL: (U/P): 3591770 USED: 405925 TOT: 3997695 DISK RECS AVAIL: 2682 ACD DNS AVAIL: 23758 USED: 242 TOT: 24000 REQ PRT TYPE cdn CUST 0 CDN 4750 FRRT SRRT FROA NO MURT DFDN 7700 CEIL 2047 OVFL NO TDNS NO RPRT YES AACQ YES ASID 16 SFNB 1 2 3 4 5 6 9 10 11 12 13 15 16 17 18 19 USFB 1 2 3 4 5 6 7 9 10 11 12 13 14 15 CALB 0 1 2 3 4 5 6 7 8 9 11 CNTL YES VSID HSID CWTH 1 BYTH 0 OVTH 2047

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STIO TSFT 20

Verifying that the correct script is active Verify that the correct script is active.

Prerequisites •

Orchestration Designer is installed on the client and server.

Procedure steps Step

Action

1

Log on to the co-resident server.

2

Log on to the Contact Center Manager Administration application.

3

On the Launchpad, click Scripting.

4

Click Orchestration Designer, Launch Orchestration Designer. The Orchestration Designer Contact Center list opens.

5

In the Orchestration Designer Contact Center pane, expand Contact Center Manager Administration server name, Contact Center Manager Server name, Applications [Full Control]. A list of existing scripts on that Contact Center Manager Server appears.

6

Verify that the script is in Active state, as indicated by a green checkmark on the script icon.

7

If the script is not active, right-click on the script and select Activate. The system activates the script. The script status changes to Active when the activation process finishes successfully. --End--

Verifying that the system default Treatment DN configuration is correct Verify that the system default Treatment DN configuration is correct.

Procedure steps Step

406

Action

1

Log on to the co-resident server.

2

Log on to the Contact Center Manager Administration application.

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3

On the Launchpad, click Configuration.

4

Expand .

5

Click Global Settings.

6

Verify that the default treatment DN configuration specified in the Global Settings window is correct. --End--

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High Availability troubleshooting Troubleshooting High Availability must be done to address errors that occur when active servers do not switch over as expected or when the standby server fails to shadow the active server. The Windows events log contains extensive High Availability diagnostic information.

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Troubleshooting when shadowing fails to start You must backup the active server database, restore it on to the standby server, and enable shadowing within 24 hours. If the difference in time between the active and standby server database content is greater than 24 hours then database shadowing does not work. If shadowing is stopped for more than 24 hours then you must backup the active server database and restore it on to the standby server before re-enabling shadowing. Ensure that the system clock time on the active and standby servers are synchronized.

Procedure steps Step

Action

1

Use the Database Maintenance utility to make a new backup of the active server database.

2

Use the Database Maintenance utility to restore the database to the standby server.

3

Re-commission High Availability on the standby server.

4

Use the High Availability utility to enable shadowing. --End--

Troubleshooting when services fail to start The active and standby servers use a Trusted IP address to verify network connectivity. If the active server cannot communicate with the standby server it attempts to communicate with the Trusted IP address. In Hot-standby and Warm-standby High Availability solutions, if the active server cannot communicate with the Trusted IP address on startup then no Avaya Aura® Contact Center services start on that server. Avaya recommends that you use the IP address of some part of your IT infrastructure, that is always available to respond to a ping request, as the Trusted IP address.

Procedure steps Step 1

Action Verify the active and standby servers can communicate with the Trusted IP address. --End--

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Troubleshooting shadowing failures Troubleshoot when the standby server does not shadow the active server. The standby set of Avaya Aura® Contact Center applications monitors and shadows the active applications in the system and does not process calls. The standby CCMS monitors the active CCMS. The standby CCT monitors the active CCT. The standby CCMM monitors the active CCMM. Each active and standby pair of applications forms a resilient or replication pair. If any of the active applications fail, the standby applications recognize the failure and start processing contacts.

Procedure steps Step

Action

1

Verify that the standby server is installed exactly the same as the active server. The standby and active servers must have the exact same patch level and the same hard disk drive partitions.

2

Verify that the Cache service is running on the standby server.

3

Verify that you have installed a Standby Server license to enable High Availability.

4

Verify that the standby server can communicate with the active server by name and IP address.

5

Verify that you can ping the Managed IP address of the active server from the standby server and from a client computer.

6

Verify that the static IP address of the active and standby servers are configured correctly in the High Availability configuration utility.

7

Ensure that the standby server is configured exactly the same as the active server. Backup the active server database and restore this database on to the standby server.

8

Verify that both the active and standby servers can ping the Trusted IP address.

9

Examine the Windows Event Viewer on the active and standby servers for High Availability, network, or Contact Center-related error messages. --End--

Troubleshooting switch-over failure Troubleshoot when the active server does not switch over to the standby server. Each active and standby pair of applications forms a resilient or replication pair. If any of the active applications fail, the standby applications recognize the failure and start processing contacts. Attention: In a campus co-resident CCMS and CCT solution, only a CCMS service failure, hardware, network, or database failure can initiate a switchover. A CCT service failure does not initiate an automatic switchover, CCT simply restarts itself.

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Procedure steps Step

Action

1

Verify that the standby server can shadow the active server.

2

Verify that the switchover check box on both servers is selected.

3

Verify that the standby server is installed exactly the same as the active server. The standby and active servers must have the exact same patch level and the same hard disk drive partitions.

4

Verify that you have installed a Standby Server license to enable High Availability.

5

Verify that the standby server can communicate with the active server by name and IP address.

6

Verify that you can ping the Managed IP address of the active server from the standby server and from a client computer.

7

Verify that the static IP address of the active and standby servers are configured correctly in the High Availability configuration utility.

8

Ensure that the standby server is configured exactly the same as the active server. Backup the active server database and restore this database on to the standby server.

9

Verify that both the active and standby servers can ping the Trusted IP address.

10

Examine the Windows Event Viewer on the active and standby servers for High Availability, network, or Contact Center related error messages. --End--

Troubleshooting active server resources Avaya Communication Server 1000 resources acquired by the CCMS are not deacquired at the time of a failure, and the login state of voice agents is maintained when the backup CCMS comes online. This means that in the event of a CCMS outage, there is no need for agents to cycle their voice login state. The standby CCMS starts up and shows the correct state of every agent’s voice terminal as they were at the time of the active CCMS outage. There is no impact to calls that are in progress between a customer and an agent, CCMS does not deacquire Avaya Communication Server 1000 resources when stopped by the High Availability utility therefore caution must be exercised when starting a CCMS in a High Availability environment to ensure the Avaya Communication Server 1000 resources are available to it. CCMS de-acquires Avaya Communication Server 1000 resources when stopped by the System Control and Monitor Utility (SCMU).

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Procedure steps Step 1

Action Ensure the active Contact Center Manager Server has full control privileges over Avaya Communication Server 1000 resources by using the System Control and Monitor Utility (SCMU) to completely stop all CCMS servers in the contact center. --End--

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