Deploying Partner Cloud Powered by Avaya xcaas

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1 Deploying Partner Cloud Powered by Avaya xcaas Release 3.0 Issue 1.1 October 2018

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5 Contents Chapter 1: Introduction Purpose Change history New in this release Known considerations Chapter 2: Architecture overview Partner Cloud Powered by Avaya xcaas overview Partner Cloud Powered by Avaya xcaas Hybrid Solution Topology Deployment models Core data center of the service provider Point of Presence of the service provider Customer enterprise network and endpoints Infrastructure configurations Infrastructure components Application components End-customer components Avaya Pod Fx management components Components and deployment types supports in Partner Cloud Powered by Avaya xcaas SQL Server requirements Client requirements Avaya Control Manager client requirements Chapter 3: Deployment process Chapter 4: Planning and preconfiguration Planning checklist Setting up and verifying hosted provider infrastructure Acquiring equipment and licenses Ship-To hierarchy types in Partner Cloud Powered by Avaya xcaas Cloud Service Provider (CSP) Sold-To Cloud Service Provider (Business Partner) Ship-To Cloud Service Provider (CSP) Instance Ship-To Tenant Ship-To Example widget Chapter 5: Initial setup and connectivity Setting up network connectivity Installing hardware and software components in the hosted provider network Chapter 6: Upgrade sequence Upgrade sequence Upgrading sequence for Avaya Control Manager October 2018 Deploying Partner Cloud Powered by Avaya xcaas 5

6 Contents Chapter 7: Database replication Configuring bi-directional database replication for Avaya Aura Experience Portal Avaya Control Manager replication Chapter 8: Virtualization requirements Virtualization overview Resource requirement Server hardware and resources Virtualized components Avaya Aura System Manager resource requirements Avaya Aura Presence Services virtual machine resource requirements Application Enablement Services resource requirements Communication Manager resource requirements Utility Services resource requirements Avaya Aura Session Manager resource requirements Avaya Aura Experience Portal resource requirements Proactive Outreach Manager resource requirements Call Management System (CMS) resource requirements Call Center Elite Multichannel resource requirements WebLM resource requirements Avaya Diagnostic Server (SAL Gateway) resource requirements Avaya Aura Messaging resource requirements Avaya Contact Recorder resource requirements Avaya Control Manager resource requirements Avaya Aura Media Server virtual machine requirements Avaya Oceana Solution and Avaya Analytics virtual machine requirements Avaya Workforce Optimization Select resource requirements Avaya Aura Device Services resource requirements Avaya Equinox resource requirements Avaya Aura Web Gateway resource requirements Equinox Media Server resource requirements Avaya Breeze for Equinox attendant snap-in resource requirements Pre-deployment checklist Registering for PLDS Material codes Downloading software from PLDS Verifying the downloaded OVA Deployment guidelines Checklist for deploying OVA Chapter 9: Hosted provider solution component configuration Hosted provider solution component configuration Configuring Avaya Aura Communication Manager Configuring Avaya Session Border Controller for Enterprise Configuring Avaya Aura System Manager October 2018 Deploying Partner Cloud Powered by Avaya xcaas 6

7 Contents Configuring Avaya Aura Presence Services Configuring Avaya Aura Session Manager Configuring Avaya Diagnostic Server (SAL Gateway) Configuring Avaya Aura Call Center Elite Configuring Avaya Aura Experience Portal Configuring Avaya Proactive Outreach Manager Configuring Avaya Control Manager Configuring Avaya Call Management System Configuring Avaya Aura Application Enablement Services Configuring Avaya Aura Workforce Optimization: Avaya Contact Recorder Configuring Avaya Aura Messaging Configuring Avaya Aura Call Center Elite Multichannel Configuring G450 Media Gateway Configuring Avaya Aura Media Server Configuring Avaya Oceana Solution Configuring Avaya Analytics Configuring Avaya Workforce Optimization Select Configuring Avaya Aura Device Services Configuring Avaya Aura Web Gateway Configuring Avaya Equinox Configuring Avaya Equinox Attendant Snap-in Configuring Avaya Esna Officelinx Configuring Avaya Device Adapter Snap-in Chapter 10: Network configuration Configuring network connection Chapter 11: Enterprise site solution component configuration Configuring the enterprise network Setting up end user work stations Chapter 12: Contact Center as a Service specific configuration details Partner Cloud Powered by Avaya xcaas specific configuration Increasing the number of IP Network Maps Expanding entries in public unknown table Configuring IP Network Region and IP Network Map for remote Avaya one-x Agent H. 323 users Disabling message addressing on Avaya Aura Messaging Adding custom System Manager template Synchronizing information from System Manager with Avaya Control Manager Considerations for self-service application deployed per tenant on Experience Portal Saving the Communication Manager translations every two hours Media and data flow Ports Traffic and quality of service Configuring quality of service for voice requirements October 2018 Deploying Partner Cloud Powered by Avaya xcaas 7

8 Contents Configuring quality of service for video requirements Implementing Quality of Service Security Trust Management Configuring Avaya Aura System Manager certificate authority Creating a certificate profile Adding end entity profiles Creating a Certificate Signing Request file Adding End Entity Adding End Entity for 96x1 phones Downloading the trusted root CA certificate Configuring 46xx settings Adding End Entity for soft clients Adding trusted certificates Viewing trusted certificates Installing System Manager CA root certificate on Avaya Control Manager server Installing the certificate on the server Chapter 13: Usage Metering Configuration Configuring Avaya Usage Metering Creating a new user in MS SQL Assigning Read-Only permission to a user for selected tables Chapter 14: Usage collection for UM Billing Usage billing using Usage Metering Avaya Control Manager Billing Migration to Usage Metering Migration from Avaya Control Manager Billing to Usage Metering Migrating to Usage Metering Disabling A2R/Remedy Poll for Avaya Control Manager Metering Disabling Avaya Control Manager Metering engine Removing Avaya Control Manager Metering engine Chapter 15: Usage Reports Usage reports using UM Overview Viewing Avaya Usage Metering reports Chapter 16: Migration from On-premise to Cloud based Avaya Deployment Overview Customer legacy systems discovery and review Endpoint profile contents and billing material code approval Configuration of cloud systems and onboarding of endpoints Data Collection Form Avaya customer configuration and onboarding CSP Legacy CM Endpoint configuration migration Chapter 17: Initial administration Adding tenants or enterprise customers October 2018 Deploying Partner Cloud Powered by Avaya xcaas 8

9 Contents Adding users Chapter 18: OfficeLinx Integration with Avaya Control Manager Checklist Configuring Avaya Aura System Manager Adding permissions to an Officelinx profile Integrating Officelinx for voic through Users page Integrating Officelinx for voic through SIP template Accessing Web Admin Chapter 19: Redundancy and high-availability Overview of redundancy Geographic Redundancy in Communication Manager Server configuration worksheets Survivable core server administration Geographic Redundancy in System Manager Key tasks for Geographic Redundancy Configuring Geographic Redundancy Enabling the Geographic Redundancy replication Activating the secondary System Manager server Restoring the primary System Manager server Reconfiguring Geographic Redundancy Geographic Redundancy field descriptions Geographic Redundancy in Session Manager Setting up a Geographic Redundancy enabled system Upgrade to a Geographic Redundancy-enabled system Performing system verification tests Geographic Redundancy in Experience Portal License management Local Experience Portal redundancy Disaster Recovery site Media Processing Platform Application servers Experience Portal Manager System recovery Geographic redundancy in Avaya Oceana Solution and Avaya Analytics Geographic redundancy of Equinox Management Chapter 20: Post-installation verification Testing connection and configuration settings for components Testing end user functionality Testing segmentation Testing contact center and agent functionality to Avaya Aura Experience Portal Checking the POM server installation status on primary and auxiliary server Testing contact center and agent functionality to Call Center Elite agents Testing contact center and agent functionality to Call Center Elite Multichannel agents October 2018 Deploying Partner Cloud Powered by Avaya xcaas 9

10 Contents Testing contact center and agent functionality to Avaya Oceana Solution agents Chapter 21: Related resources Documentation Finding documents on the Avaya Support website Training Viewing Avaya Mentor videos Support Using the Avaya InSite Knowledge Base Glossary October 2018 Deploying Partner Cloud Powered by Avaya xcaas 10

11 Chapter 1: Introduction Purpose This document provides deployment procedures for installing and configuring the Partner Cloud Powered by Avaya xcaas solution based on a verified reference configuration. This document also describes installation, configuration, initial administration, testing, and validation. The initial administration information in this document only describes the administrative tasks that must be performed before end users can use the Partner Cloud Powered by Avaya xcaas solution. Day-to-day administrative tasks are described in Administering Partner Cloud Powered by Avaya xcaas. This document is intended for people who are responsible for deploying the Partner Cloud Powered by Avaya xcaas solution. The Avaya Professional Services (APS) personnel and Hosted Service Providers deploy and administer the Partner Cloud Powered by Avaya xcaas solution. Implementation engineers, solution architects, design engineers, and support and services personnel will find this information useful. Change history Issue Date Summary 1.1 October 26, 2018 Added Integrating Officelinx for voic through SIP template topic in the OfficeLinx Integration with Avaya Control Manager chapter. New in this release Partner Cloud Powered by Avaya xcaas 3.0 supports the following enhancements: Removal of the Avaya Control Manager billing module. Use Usage Metering infrastructure for billing. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 11

12 Introduction New features provided by Avaya Aura 8.0. This includes higher SIP capacities. - Utility Server is removed from Avaya Aura 8.0. Use Avaya Aura Device Services. New features provided by Avaya Oceana Solution Support for Avaya Workspaces with Call Center Elite in a Dedicated instance. New features provided by Avaya Control Manager Avaya Proactive Outreach Manager support for Geo-redundancy. New Avaya Endpoints for hospitality: H229, H239, and H249. Mercury Models - Avaya J169 IP Phone and Avaya J179 IP Phone support H Avaya J139 IP Phone, Avaya J169 IP Phone, and Avaya J179 IP Phone support SIP. Support of SIPREC by Avaya Workforce Optimization Select and Avaya Aura Workforce Optimization - Avaya Call Recording using Avaya Session Border Controller for Enterprise. Support for Avaya Workforce Optimization Select in the Multi-tenant environment. Support for Avaya Device Adapter Snap-in that provides support to Avaya Communication Server 1000 endpoints in dedicated instance only. New features provided by Avaya Esna Officelinx. This includes support for AWS and Multitenant deployment using Avaya Control Manager. Support for Avaya Aura Presence Services as a new application for Instant and Multimedia Messaging replacing Avaya Multimedia Messaging. A new billing rate card that simplifies the billing process. Known considerations From Release 4.0, Avaya Converged Platform 4200 is the new name for Avaya Pod Fx. Partner Cloud Powered by Avaya xcaas will support Avaya Converged Platform 4200 Release 4.0 after Avaya Converged Platform 4200 goes GA in FY18 Q4. Existing or new customers must wait until FY18 Q4 to upgrade or deploy Avaya Converged Platform 4200 Release 4.0. Support for Avaya Aura Call Center Elite Multichannel is limited to an architectural variant and for cloud service providers that deployed it. Call Center Elite Multichannel 6.5 is incompatible with Avaya Aura Release 8. Therefore, any upgrade to xcaas 3.0 for a partner using Call Center Elite Multichannel must wait until Call Center Elite Multichannel 6.6 is available. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 12

13 Chapter 2: Architecture overview Partner Cloud Powered by Avaya xcaas overview Partner Cloud Powered by Avaya xcaas is targeted to service providers and hosting partners who provide a combination of unified communications or contact center services or both based on a utility model. Partner Cloud Powered by Avaya xcaas is a multitenant.sip-based solution. This solution includes Avaya Aura Session Manager at the core of the network and Communication Manager Evolution Server (ES). Avaya Aura Call Center Elite provides the contact distribution engine and feature-rich unified communication and call center functionality. The Partner Cloud Powered by Avaya xcaas solution is used for other purpose in a hosted environment by using the administration segmentation capabilities from Avaya Control Manager to serve multiple end customers. The Partner Cloud Powered by Avaya xcaas solution is based on a subscription purchase model. This model applies to the licensing of the Partner Cloud Powered by Avaya xcaas software and associated Avaya client services for use by Cloud Service Provider (CSP) against the monthly cloud fees. The subscription is based on the usage or fixed subscription as set out in the Existing Avaya Customer License Parking section. On a case by case basis, Avaya might agree in writing to license the Partner Cloud Powered by Avaya xcaas software to CSP on a perpetual license basis subject to an up-front capital expenditure (CAPEX) license fee. Such licensing is subject to restrictions and limitations defined in the solution offer document. CSP must purchase all required hardware components of the reference architecture and any implementation services on an upfront CAPEX basis. On a case by case basis, Avaya might agree to offer hardware to CSP on an operating expense (OPEX) basis through an Avaya Private Cloud Services offer and subject to a separate statement of work. Partner Cloud Powered by Avaya xcaas supports the following deployment models: The dedicated instance model: This model is a single instance of the solution deployed in the CSP's data center. The dedicated instance model is intended to support only a single end customer and never expected to grow to include other customers within that instance. This model supports the SIP and H.323 endpoints. The multitenant instance model: This model is a single instance of the Partner Cloud Powered by Avaya xcaas solution deployment intended to support multiple end customers or tenants. The model is SIP based. A single instance of Avaya Control Manager manages and monitors multiple instances of either models or a combination of both. Partner Cloud Powered by Avaya xcaas includes Avaya Oceana Solution to provide omnichannel capabilities with the Avaya Aura Call Center Elite voice solution. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 13

14 Architecture overview Partner Cloud Powered by Avaya xcaas offers the following Oceana-based configurations within the dedicated instance model: Full stack solution: In this configuration, all Partner Cloud Powered by Avaya xcaas and Avaya Oceana Solution components are deployed in the CSP data center. Hybrid solution: In this configuration, only Avaya Oceana Solution components are deployed in the CSP data center to provide omni-channel services to a Avaya Aura Call Center Elite voice solution deployed in a customer premise. Additionally, Partner Cloud Powered by Avaya xcaas includes Avaya Workforce Optimization Select to provide call recording and monitoring capabilities. Partner Cloud Powered by Avaya xcaas Hybrid Solution Partner Cloud Powered by Avaya xcaas Hybrid Solution consists of the following components: Experience Portal components deployed on the CSP cloud Contact center solution components deployed on the customer premises Experience Portal components provide IVR or self-service capabilities to the on-premises contact center solution. Note: In the current release, Hybrid Solution only supports inbound IVR applications but does not support the outbound functionality through POM. Hybrid Solution provides services to multiple customers from a single instance of Experience Portal as a multi-tenanted solution. The following diagram depicts the deployment architecture of the Dedicated Instance (DI) and Multi-tenant Instance (MTI) models of Hybrid Solution: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 14

15 Partner Cloud Powered by Avaya xcaas overview Dedicated Instance model Avaya Aura System Manager and Avaya Aura Session Manager are optional in the CSP data center if the customer already has them on-premises. For all MPPs deployed within the instance, Session Manager provides load balancing based on the routing defined in System Manager for the dialed number mapped to the self-service applications. To access the solution, an Avaya Diagnostic Server (ADS) is required for each instance of the Experience Portal Hybrid Solution in each data center. For geo-redundancy, you must deploy the active-active systems with the same components in the geo-redundant data center. In Hybrid Solution, inbound trunks are terminated at the on-premises solution. The trunks are then routed to the CSP data center to connect to the Session Manager for a load balancing of inbound calls across MPPs. If the System Manager and Session Manager are deployed in the on-premises solution, then the inbound call traffic is distributed across the MPPs by the on-premises Session Manager. Hybrid Solution is an active-active geo-redundant solution. Therefore, the customer can route inbound traffic across both data centers by load balancing. Multi-tenant Instance model The instance is shared amongst several tenants that require self-service/ivr services from the cloud. The number of tenants that a single instance of Experience Portal supports depends on the number of concurrent sessions required per tenant. The largest virtualized Experience Portal system handles 7500 concurrent telephony sessions through 30 MPPs for a single-zoned system. A single-zoned system provides a cost-effective option for the CSP. If the Experience Portal October 2018 Deploying Partner Cloud Powered by Avaya xcaas 15

16 Architecture overview system is divided into zones, one zone per tenant, the system can support maximum 15 zones. However, the overall number of sessions supported might be higher than Zoning enables the CSP to guarantee a maximum number of ports or sessions that can be supported for the tenant because the MPPs are dedicated to the zone. However, MPP redundancy must be implemented per zone to provide high availability (HA) functionality to the tenant. Session Manager and System Manager deployed in the CSP cloud is a requirement of the MTI solution. Additionally, Avaya Session Border Controller for Enterprise is also required to partition the access into VLANs and provide NAT traversal into the private side of the Avaya Aura Session Border Controller. Session Manager distributes the inbound traffic amongst the MPPs in the usual manner. As in the DI, the trunks are terminated at the customer premises and are routed through the MPLS into the Avaya Session Border Controller for Enterprise at the edge of the MT solution instance. Topology The xcaas solution is deployed in a two-tier architecture with the Cloud Service Provider (CSP) selling directly to end customers who use the solution. In some cases, a service provider can leverage channel partners who resell the service, and perform some administration and support tasks to add their own value. The xcaas solution has the following participants: Cloud Service Provider: A CSP hosts the Avaya Aura Solution and is billed for the use of the software by Avaya. Business Partner: CSPs can use channel partners to sell their service and deliver additional value. If this is the case, the CSP bills the business partner for use by their end customers. End Customer: End customers are organizations that purchase their services from the CSP or Business Partner. The Partner Cloud Powered by Avaya xcaas solution supports multitenant and dedicated deployment models for both single data center and geo redundant data center. This highly available deployment is spread across the following physical planes: The core data center of the service provider: Provides the core functionality of xcaas through the network of the service provider. Point of Presence (PoP): Functions as a bridge between the enterprise network of the hosted service provider and the network of the end user. A hosted service provider can have a single PoP or multiple PoPs. A separate PoP is optional. A hosted service provider without a separate PoP can use the core data center network as the PoP layer. The enterprise network of the end user: Provides endpoints and interfaces to interact with the network of the service provider. Related links Deployment models on page 17 Core data center of the service provider on page 20 Point of Presence of the service provider on page 21 Customer enterprise network and endpoints on page 21 Infrastructure configurations on page 23 October 2018 Deploying Partner Cloud Powered by Avaya xcaas 16

17 Topology Deployment models Partner Cloud Powered by Avaya xcaas supports both single-tenant and multi-tenant deployments. A single-tenant deployment serves the need of a single tenant, and a multi-tenant deployment serves the need of multiple tenants, on the cloud of the service provider. Dedicated Instance model: This model of xcaas is a single instance of the solution deployed in the Cloud Service Provider (CSP) data center. It is intended to support only a single end customer and never expected to grow to include other customers within that instance. In this deployment, one Control Manager manages up to 15 instances of Avaya Aura, each supporting only one tenant. The xcaas solution is offered in two configurations of the Dedicated Instance model: - xcaas Oceana Full Stack Solution: Includes the full xcaas components and the Oceana components deployed in the CSP data center. - xcaas Oceana Hybrid Solution: Deploys only the Oceana components in the CSP data center and provides multichannel services to a Avaya Aura Call Center Elite voice solution deployed in the customer premises. Avaya Aura Experience Portal is an example of the Hybrid Cloud option to offer selfservices (IVR) from the CSP cloud to handle inbound traffic for on-premises contact centers. Multi-tenant Instance model: This model is a single instance of the xcaas solution deployment intended to support multiple end customers or tenants. In this deployment, one Control Manager manages up to 15 instances of Avaya Aura, each with one or multiple tenants. The xcaas solution ensures secure traffic to serve multi-tenant environments by leveraging: - VLAN ID assignment and recognition to identify network traffic from different customers or network segments. This feature provides network-level traffic prioritization and privacy. - Routing rules and header manipulation rule sets that are implemented on Avaya Session Border Controller for Enterprise. These rules and rule sets determine how to handle SIP messages and real-time signaling or media coming from multi-tenant environments. - Customer-provided firewall configuration to filter non-sip traffic. The firewall configuration must be implemented concurrently with the Avaya Session Border Controller for Enterprise that is handling the SIP communications. Related links Topology on page 16 Dedicated Instance on page 17 Multitenant deployment on page 18 Dedicated Instance The Dedicated Instance model provides complete segregation of customers, avoiding limitations of the shared instance multi-tenancy implementation and supports H.323 endpoints. Session Border Controller is needed for dedicated instance if you are supporting remote workers with SIP over public Internet. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 17

18 Architecture overview The Dedicated Instance deployment model includes all the applications included in the multitenant instance model. All these applications except Avaya Control Manager are dedicated to a single tenant. Avaya Control Manager is a shared application and supports 15 Dedicated Instances deployments. The dedicated approach opens opportunities to offer additional capabilities like Quality Monitoring, including screen capture, and others as a variant. In a Dedicated Instance model each customer has their own dedicated instance of Avaya Aura without a NAT. The NAT is placed between the Avaya Aura instances that is on the end customer networks, and the single Avaya Control Manager instance that is in the Service Provider's core. A single Avaya Control Manager instance manages all of the Avaya Aura instances. There is no NAT between the enterprise and core in this configuration. Session Border Controller is optional in this deployment model. The dedicated instance of deployment supports a set of functionality that is similar to that of the Enterprise-based offer and requires a set of dedicated applications required by the tenant. The following functional view shows key functional components of the Partner Cloud Powered by Avaya xcaas solution in a geo-redundant configuration in a Dedicated Instance deployment Related links Deployment models on page 17 Multitenant deployment The Partner Cloud Powered by Avaya xcaas solution is deployed in a Service Provider's data center as a hosted solution, supporting multiple end customers across a firewall and Session October 2018 Deploying Partner Cloud Powered by Avaya xcaas 18

19 Topology Border Controller. The solution is installed, provisioned and maintained by the Service Provider. Limited provisioning capabilities are exposed to end customer through Avaya Control Manager for day-to-day operations. The Shared Instance solution is SIP-based. As the H.323 and H.248 endpoints do not work across the NAT, all the clients on the end customer enterprise networks are SIP. Therefore the Shared Instance solution is limited to the features and capabilities available on Avaya's SIP based endpoints and offers. Important: For an AWS deployment, you must install Usage Metering Collector, Avaya Control Manager, and Avaya Diagnostic Server on the same IP address range. In xcaas, the Cloud Service Provider (CSP) have the option of deploying the Avaya Aura Media Server to replace the G450 Gateway. Both Avaya Aura Media Server and G450 Gateway can coexist in a deployment. The following functional view shows the key functional components of the xcaas solution in a geo redundant configuration in a Multitenant deployment. You can deploy these components as a virtualized model on VMware using customer provided servers, or on IBM Cloud, or on Avaya provided Avaya Pod Fx. You can also deploy these components as virtualized model on Amazon Web Services (AWS) cloud. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 19

20 Architecture overview Related links Deployment models on page 17 Core data center of the service provider The core data center contains the management servers and the applications, which are the components of the Partner Cloud Powered by Avaya xcaas solution. The core data center includes the following management servers: Avaya Aura Communication Manager Avaya Aura Session Manager Call Management System Avaya Aura System Manager Avaya Control Manager The core data center can also include the following applications: Avaya Aura Experience Portal Avaya Aura Workforce Optimization Avaya Contact Recorder Avaya Aura Media Server G450 Media Gateway Avaya Session Border Controller for Enterprise Avaya Aura Experience Portal Avaya Breeze Avaya Aura Application Enablement Services Avaya Aura Call Center Elite Multichannel Avaya Diagnostic Server Avaya Aura Messaging Avaya Aura Utility Services Avaya Aura Presence Services Avaya Proactive Outreach Manager Avaya Oceana Solution Avaya Analytics Avaya Equinox Avaya Esna Officelinx Avaya Workforce Optimization Select October 2018 Deploying Partner Cloud Powered by Avaya xcaas 20

21 Topology Avaya Aura Device Services Network Load Balancer (Stingray Traffic Manager) from Riverbed Stingray Firewalls You must deploy Avaya Aura Utility Services to enable Avaya 96x1 deskphones to fetch software updates and setting files. The Partner Cloud Powered by Avaya xcaas solution supports the deployment of only one Avaya Control Manager and one Avaya Aura System Manager. However, to provide high availability of contact center services, you must deploy two Avaya Aura Session Manager servers. Both the Avaya Aura Session Manager servers must be in the active state. You can use the administrative segmentation capabilities of Avaya Control Manager in the Partner Cloud Powered by Avaya xcaas solution to support multiple end customers on a single solution instance. For more information about components, which support high availability and redundancy types, see Partner Cloud Powered by Avaya xcaas Solution Description. Related links Topology on page 16 Point of Presence of the service provider The enterprise network of the end user connects with the service provider s network in the Point of Presence (PoP) layer. Therefore, deploy the media processing services in the PoP layer to ensure best performance between the service provider s network and the enterprise network of the end user. A service provider can have a single or multiple PoPs. A service provider without a separate PoP can use the core data center network as the PoP layer. The Partner Cloud Powered by Avaya xcaas solution uses: G450 Media Gateway or Avaya Aura Media Server to provide media services from Avaya Aura Communication Manager. Avaya Session Border Controller for Enterprise (ASBCE) to segment users so that each user has VLAN and deploy the SBC at the edge of the network. Related links Topology on page 16 Customer enterprise network and endpoints The Partner Cloud Powered by Avaya xcaas solution supports the Avaya 96x1 IP Deskphones (SIP) and Avaya 96x1 IP Deskphones (H.323) endpoints and interfaces for call center agents in the customer network. The following Avaya 96x1 IP Deskphones (SIP) are supported: Avaya 9608 October 2018 Deploying Partner Cloud Powered by Avaya xcaas 21

22 Architecture overview Avaya 9611 Avaya 9621G Avaya 9641G and 9641GS Note: For call center agents, you must administer the 96x1 endpoint as 96x1_SIPCC phone. For example, you must administer the Avaya 9608 SIP Deskphone as 9608_SIPCC. Call Center Elite Multichannel Desktop and Supervisor plug-in: For agents and supervisors to provide third-party call control of the endpoints and screen popup capabilities. Avaya one-x Agent H.323: Used in the telecommuter mode. Note: Avaya one-x Agent H.323 in the telecommuter mode is supported in the multitenant deployment model. However, Avaya one-x Agent H.323 endpoints in all modes is supported in the dedicated instance model. Avaya Aura Device Services to provide directory services for Avaya phones. Usage of this component is optional. xcaas supports the following Deskphones: Avaya J129 SIP Phone Avaya B179 Conference Phone Avaya B189 IP Conference Phone Avaya Vantage Avaya H.175 HD Video Conference Phone Avaya J169 IP Phone Avaya J179 IP Phone Note: Use 96x1 SIP Deskphone with Call Center Elite Multichannel soft clients. However, you can use the Avaya 9608, 9611, 9621, and 9641 deskphones without any soft clients. The following Avaya 96x1 IP Deskphones (H.323) are supported in the dedicated instance model: Avaya 9608 Avaya 9611 Avaya 9621G Avaya 9641G and 9641GS Customers must use the private Multiprotocol Label Switching (MPLS) networks of the service provider to avoid using SBCs at the customer end. Partner Cloud Powered by Avaya xcaas supports the following soft clients: Avaya Equinox for ios Avaya Equinox for Mac October 2018 Deploying Partner Cloud Powered by Avaya xcaas 22

23 Infrastructure components Avaya Equinox for Windows Avaya Equinox for Android Avaya Equinox for Web (Dedicated Instance deployment only) Avaya Equinox Attendant Avaya Workspaces thin client (Dedicated instance deployment only) Avaya Agent for Desktop Related links Topology on page 16 Infrastructure configurations The solution supports a dual data center (geo configuration) and offers the benefits of geographical redundancy. You can deploy the solution by using one of the following infrastructure configurations: Virtual servers provided by the hosted service providers. Avaya Pod Fx. For an overview of the solution infrastructure, specifications, and components that are supported in a Collaboration Pod solution, see Avaya Collaboration Pod Solution Description. Public cloud services. Cloud Service Providers can select a different infrastructure platform to deploy the Partner Cloud Powered by Avaya xcaas solution by using : - Amazon Web Services - IBM Bluemix - limited to the Bare Metal option running VMware ESXi Hypervisor offered by the IBM cloud Related links Topology on page 16 Infrastructure components The Partner Cloud Powered by Avaya xcaas solution includes the following infrastructure components: Component Avaya Aura Communication Manager Avaya Aura Session Manager Description Deployed at the hosted service provider site as an evolution server to provide the SIP feature and the telephony services. Deployed at the hosted provider site for all enterprise SIP sessions. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 23

24 Architecture overview Component Avaya Aura System Manager with Avaya WebLM and SDM Note: If the Avaya Oceana Solution or Avaya Breeze platform are not included in the xcaas deployment. Avaya Aura System Manager for Avaya Oceana Solution and Avaya Breeze deployments Description Handles all functions including Service Visibility Analyzer, Call Admission Control, Call Re-direction, Digit Analysis, Dial Plan Management, Internal Network Call Accounting feeds, Toll By-Pass, Inter-office Routing, and International Least Cost Routing functions. Deployed as a Central management system that leverages the Avaya Converged Application server based on the JBoss application server at the hosted provider site to provide management functions for Avaya components to administrators. Avaya Aura System Manager is also the element manager for administering Avaya Aura Session Manager. Avaya Aura System Manager with Avaya Control Manager provide centralized management for the operational administration of the Partner Cloud Powered by Avaya xcaas solution. Deployed as a Central management system that leverages the Avaya Converged Application server based on the JBoss application server at the hosted provider site to provide management functions for Avaya components to administrators. Avaya Aura System Manager is also the element manager for administering Avaya Aura Session Manager. Avaya Aura System Manager with Avaya Control Manager provide centralized management for the operational administration of the Partner Cloud Powered by Avaya xcaas solution. Avaya Call Management System Avaya Control Manager Deployed at the hosted service provider site to provide the comprehensive database from which historical reports are generated. Deployed at the hosted provider site to: Provide centralized administration functionality for solution components. These components include Call Management System, Avaya Aura Communication Manager with Call Center Elite, Avaya Aura Call Center Elite Multichannel, and Application Enablement Services. Provide administrative segmentation capabilities to support a multitenant environment. Provide a centralized view of license usage from the different components of the xcaas solution. Avaya Aura Application Enablement Services (AES) Avaya Aura Media Server for CM Deployed at the hosted provider site to support computer telephony integration with Avaya Aura Call Center Elite for recording and contact center applications. Application Enablement Services configuration is required for Avaya Oceana Solution. Deployed at the hosted provider site to provide media services to customers using Avaya Aura Media Server (AAMS) instead of the G450 gateways. AAMS dramatically reduces rack space required media processing compared to the G450. AAMS is available as the media server for CM and is available in two possible deployments; Medium and Large. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 24

25 Infrastructure components Component Avaya Aura Media Server (for Avaya Oceana, Equinox, and AAWG) Avaya Aura G450 Media Gateway Avaya Session Border Controller for Enterprise Firewalls Avaya Diagnostic Server (SAL Gateway) Description AAMS is available as the media server for Avaya Oceana, Avaya Equinox, and AAWG. Deployed in the PoP layer to provide media services from Avaya Aura Communication Manager. Use the G450 media gateway for service observing and special conferencing that agents and Avaya Contact Recorder use. Deployed in the PoP layer. Hosted service providers must acquire Avaya Session Border Controller for Enterprise. Each end customer must have a separate VLAN ID on the outside interface of the SBC. Each VLAN ID must map to Multiprotocol Label switching (MPLS) VPN of customer that is connected to their enterprise. Deployed as a mandatory component in the hosted service provider network and an optional component in the customer enterprise network. Avaya does not provide firewalls to the hosted service providers or the enterprises. Deployed at the hosted provider site to provide remote access and alarm reception capabilities. The hosted provider site can use two Avaya Diagnostic Server (SAL) gateways, one for each core data center. Important: Avaya Diagnostic Server is a required component for data collection of license usage by Avaya IT Systems from Avaya Control Manager. Avaya Aura Experience Portal Network Load Balancer (Stingray Traffic Manager) from Riverbed Stingray To onboard customers who sign up for the Avaya Operations Services offers, Avaya Managed Services uses the MATRIX platform. Deployed at the hosted service provider site to provide cost-effective self-service solutions for voice. The self-service applications are customized applications and therefore are not included as part of the solution. If you require ASR or TTS, you can add the following Nuance optional components: Nuance Recognizer 10.2 Nuance Vocalizer 6.0 Nuance Dialog Modules Release 6.0 Riverbed Stingray Traffic Manager is a network load balancer. Deployed in each data center to distribute the web service traffic. Note: Avaya does not provide the Network Load Balancer (NLB). You can use any valid load balancer to distribute web and/or SQL Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 25

26 Architecture overview Component Avaya WebLM Avaya Breeze for Avaya Oceana Solution and Avaya Breeze as a platform Avaya Breeze for Avaya Aura Presence Services Avaya Aura Device Services Avaya Aura Web Gateway Avaya Pod Fx Avaya Usage Metering Avaya Esna Officelinx Avaya Equinox Attendant Snapin Description traffic in each data center. A riverbed Stingray version 10 load balancer was used in the lab to validate the solution functionality. The license manager for xcaas components. It is recommended to customers to use Avaya WebLM software built in to System Manager for the solution. Deployed at the hosted provider site to provide rich platform for scalability and redundancy using clustering, and also for georedundancy. Presence Services is implemented as a snap-in on top of Avaya Breeze TM in the Multi-tenant and Dedicated Solution models. Deployed at the hosted provider site to provide presence and instant messaging services. Presence Services and IM services are implemented as a snap-in on top of Avaya Breeze. Avaya Multimedia Messaging (AMM) is a snap-in deployed with the Presence Services in release 3.0. Deployed at the hosted service provider site to provide Avaya Aura clients and endpoints the ability to centrally store and retrieve data such as configuration and deployment data. Deployed at the hosted service provider site to provide a set of Endpoint Service Gateway capabilities to mediate and orchestrate nonbrowser friendly protocols into a set of APIs for consumption by the Avaya Client SDK, inclusive of WebRTC. This product is required for the Avaya Equinox for Web client. (Optional Component) Avaya Pod Fx provides a powerful and flexible infrastructure platform for deploying the xcaas solution. Avaya POD FX combines applications, servers, storage, networking and management components in an easy-to-deploy, ready-to-operate package. Deployed by the CSPs with the rest of the Partner Cloud Powered by Avaya xcaas solution, the Usage Metering Collector supplies usage data to the Usage Metering Processor. The Usage Metering Processor is deployed and managed by Avaya and serves all of the xcaas deployments with no services or interfaces available to CSPs or their customers. Deployed on the CSP datacenter to provide Voic features and is added as a preferred Voic application. Officelinx Unified Communications Server is a voice processing system designed to function with an organization s existing telephone system to enhance its overall telecommunications environment. Officelinx acts as an unified messaging solution, offering call and voice messaging control from virtually any device on the user end. Deployed on CSP datacenter to provide attendant related services. The Attendant client is installed on the end customer's desktop and Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 26

27 Application components Component Avaya Device Adapter Snap-in Avaya Workspaces for Elite Description connects to the snap in at CSP datacenter. Avaya Equinox Attendant is a SIP-based application designed to meet the communications requirements of front-desk personal and call receptionists whose responsibility includes receiving calls, often in large volumes, and routinely transferring to the appropriate group or individual. Deployed at the hosted provider site to provide to support Avaya Communication Server 1000 endpoints in a dedicated instance only. Deployed at the CSP data center to support agent desktops. You require snap-ins to run Avaya Workspaces for Elite. One cluster is required if the customer requires up to two thousand agent desktops. This cluster includes the Unified Agent controller, Unified Collaboration Model, Call Server Connector, Unified Collaboration Administration, Authorization Service, Monitor Service, and Centralized Logging Service snap-in. Two clusters are required if the customer requires up to 7,500 agent desktops. These two clusters must be deployed with the snap-ins distributed as follows: Cluster 1 - Unified Collaboration Model, Call Server Connector, Unified Collaboration Administration, Monitor Service, and Centralized Logging Service Cluster 2 - Unified Agent controller, Authorization Service, and Monitor Service. Application components The Partner Cloud Powered by Avaya xcaas solution includes the following application components: Component Avaya Aura Call Center Elite Avaya Aura Call Center Elite Multichannel Avaya Aura Messaging Avaya Aura Workforce Optimization (WFO): Avaya Contact Recorder Deployment platform Deployed at the hosted service provider site to provide CC Elite functionality to agents, supervisors, and the premier skills-based distribution. Deployed at the hosted provider site so that customers can evolve one dimension call centers into multi channel contact centers. Using Avaya Aura Call Center Elite Multichannel customers can gain access to contact center through phone, e- mail, text, or instant messaging. Deployed at the hosted provider site to provide voice mail functionality to customers. Deployed at the hosted service provider site to provide efficient and scalable voice recording platform. The Avaya Contact Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 27

28 Architecture overview Component Avaya Aura Presence Services on Avaya Breeze Avaya Proactive Outreach Manager For dedicated instance deployment only Avaya Oceana Solution Avaya Analytics Avaya Equinox Avaya Workforce Optimization Select Avaya Aura Experience Portal Avaya Aura Session Manager Deployment platform Recorder component of WFO uses the Device and Media and Call Control (DMCC) interface of AES to provide Bulk recording, On Demand recording, Meeting recording, Executive recording, and Event Driven recording. Deployed at the hosted provider site to provide presence and instant messaging services. SIP signaling supports the presence services, and Extensible Messaging and Presence Protocol (XMPP) supports the messaging services. Deployed at the hosted provider site to provide outbound dialing capabilities. Deployed at the hosted provider site to provide contact center omnichannel capabilities. Deployed at the hosted provider site to provide reporting for the Avaya Oceana Solution. Deployed at the hosted provider site to provide conferencing capabilities. Deployed at the hosted service provider site to provide efficient and scalable voice recording and quality monitoring platform. Deployed at the hosted service provider to provide a single platform for automated voice, self service, and interactive voice response (IVR) applications from the CSP cloud to handle inbound traffic for on-premises contact centers. The solution also supports automated speech recognition, and text to speech applications. Deployed at the hosted service provider to provides centralized control capabilities and significant improvements in scale, enables cost effective and larger distributed deployments for enterprises. All SIP endpoints and applications register to Session Manager. End-customer components Avaya endpoint provides an interface for end users to access the telephony services. The following are the Avaya endpoints available for end users to gain access to the Partner Cloud Powered by Avaya xcaas solution: Components Avaya 96x1 SIP Desk phones (9601, 9608, 9621G, 9621GS, 9641G, and 9641GS) Deployment platform Deployed at the customer end to provide access to xcaas. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 28

29 End-customer components Components Avaya 96x1 IP Desk phones (H. 323) (9601, 9608, 9621G, 9621GS, 9641G, 9641GS, and 9650) Avaya B179 SIP Conference Phone Avaya B189 Conference IP Phone Call Center Elite Multichannel Desktop Call Center Elite Multichannel Desktop with Supervisor Plug-in Call Center Elite Multichannel Reporting Desktop Avaya Vantage Avaya one-x Communicator SIP Avaya one-x Agent H.323 (MT model supports telecommuter mode only) Deployment platform Note: Customers can buy the 9621G and 9641G models until March After March 2016, customers must buy the 9641GS model is a unified communication phone and must not be used in contact center systems. Deployed at the customer end to provide access to xcaas. Note: Customers can buy the 9621G, 9641G and 9650 models until March After March 2016, customers must buy the 9641GS model is a unified communication phone and must not be used in contact center systems. Deployed at the customer end. Deployed at the customer end. Deployed at the customer end to provide customer access to xcaas. With Call Center Elite Multichannel Desktop, you must use a 96x1 SIP Deskphone. Deployed at the customer end to provide customer access to xcaas. With Call Center Elite Multichannel Desktop with Supervisor Plug-in, you must use a 96x1 SIP Deskphone. The Supervisor Plug-in allows Contact Center supervisors to silently monitor calls, which is similar to service observing. Deployed at the customer end to provide customer access to xcaas. Deployed at the customer end to provide telephony and conferencing functionality. Deployed at the customer end as Native to provide access to xcaas. Deployed at the customer end only for customers who require their voice media to be delivered through a traditional PSTN phone. Avaya one-x Agent 2.5 SP5 is supported only on Windows 7, Windows 8, Citrix, and Windows XP. Avaya Agent for Desktop Deployed at the customer end to provide a full SIP enabled and H.323 soft client options. Web clients Deployed at the customer end to provide customer access to xcaas. Avaya Control Manager Avaya Contact Recorder Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 29

30 Architecture overview Components Deployment platform CMS Supervisor Note: CMS Supervisor is only supported in a dedicated instance model deployment. Avaya Communicator for Microsoft Lync Avaya Equinox for Windows Avaya Equinox for Android Avaya Equinox for Mac Avaya Equinox for ios Avaya Equinox for Web ACR Web Desktop AEP Web Desktop (EPM) Avaya Control Manager Web Desktop WFOS Web Desktop POM Agent Desktop (third party) Avaya CMS AudioCodes SIP analog gateways (third party) Avaya Workspaces Avaya Analytics Web Desktop Avaya J139 IP Phone Avaya J169 IP Phone Avaya J179 IP Phone Avaya H.175 Video Collaboration station Deployed at the customer end to provide access to xcaas. Deployed at the customer end to provide access to xcaas. Deployed at the customer end to provide access to xcaas. Deployed at the customer end to provide access to xcaas. Deployed at the customer end to provide access to xcaas. Deployed at the hosted provider site to provide basic IP and multimedia messaging services. Deployed at the customer end as Native to provide access to xcaas. Deployed at the customer end as Native to provide access to xcaas. Deployed at the customer end as Native to provide access to xcaas. End Customer web based access to WFOS. Deployed at the customer end to provide customer access to xcaas. In xcaas, only client-side integration is supported for Avaya Communicator for iphone. Server-side integration is not supported. Deployed at the customer end as Native to provide access to xcaas. The client is only applicable for a dedicated instance deployment. Deployed at the customer end to connect analog devices or phones so that customers can register through the AudioCodes gateway through SIP to the cloud. End Customer Agent and Supervisor web based desktop for the Avaya Oceana Solution. End Customer Supervisor reporting web based application for the Avaya Oceana solution. Deployed at the customer end to provide a hardphone access to xcaas users. Only SIP support. Deployed at the customer end to provide a hardphone access to xcaas users. Deployed at the customer end to provide a hardphone access to xcaas users. The H.175 video collaboration station provides crisp, clear High Definition video collaboration capabilities. The station is deployed at the customer premises and connects to the xcaas Communication Services in the cloud for service. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 30

31 Avaya Pod Fx management components Components Deployment platform H229, H239, and H249 Deployed at the customer end to provide a hardphone access to xcaas users for hospitality. Avaya Workspaces for Elite Deployed at the customer end. It is a web-based agent desktop for Avaya Aura Call Center Elite agents to handle voice interactions that provides a similar agent experience as the Avaya Workspaces for Oceana desktop. Avaya Pod Fx management components Note: When you deploy Partner Cloud Powered by Avaya xcaas on Avaya Pod Fx, each data center in this dual data center configuration has a vcenter appliance and a suite of Pod Orchestration Suite components. Important: Ensure that the Avaya Pod Fx iscsi Storage Processor ports do not share the same subnet by default for the Partner Cloud Powered by Avaya xcaas solution. If they do, contact your Avaya representative for assistance for configuring the storage array according to Call Center Elite Multichannel best practices (Reference: EMC KB article: ). Component Deployment platform Patch Avaya Configuration and Orchestration Manager includes Virtualization Provisioning Service Avaya IP Flow Manager Avaya Visualization Performance and Fault Manager Management Server Console Avaya Pod Visualization Manager (PVM) A centralized configuration, provisioning, and troubleshooting component for network devices, including routing switches and wireless LAN devices. An application-level monitoring and diagnosing component for service provider administrators. A component that provides network discovery, topology visualization, and fault and performance management. Use full form collects data from each port and analyzes data for network issues. A Windows 2008 R2 server that you can use to manage or upgrade Avaya Pod Fx software and components. A component that provides access to visualization applications and management applications for configuration, orchestration, and management of Avaya Pod Fx. None None None None None October 2018 Deploying Partner Cloud Powered by Avaya xcaas 31

32 Architecture overview Components and deployment types supports in Partner Cloud Powered by Avaya xcaas The following table represents the Infrastructure products supported and deployment types in Partner Cloud Powered by Avaya xcaas 3.0. Infrastructure products Avaya Usage Metering Avaya Aura Session Manager Avaya Aura Device Services Avaya Aura System Manager Avaya Aura Presence Services Full deployment Hybrid deployment Y Y Y AWS deployment Notes Y Y Y In the hybrid deployment, two Session Manager are required, one for the Partner Cloud Powered by Avaya xcaas Cloud deployment, and other for on-premise. The on-premise Session Manager must be 6.3 or newer. Y Y Y Matches Session Manager version and must be deployed with Session Manager (URE). Avaya Aura Device Services is combined into Session Manager. In the hybrid deployment model, Avaya Aura Device Services is deployed on-premise if the premise Aura release is 7.0. Y Y Y In the hybrid deployment, the System Manager deployed with Partner Cloud Powered by Avaya xcaas only manages the Partner Cloud Powered by Avaya xcaas solution elements, that is, the Breeze cluster underlying Oceana. System Manager might also be deployed on-premise. Y N/A Y In the hybrid deployment model, no interaction with any on-premise Presence Services is supported. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 32

33 Components and deployment types supports in Partner Cloud Powered by Avaya xcaas Infrastructure products Avaya Equinox Attendant snap-in Avaya Aura Communication Manager Avaya Esna Officelinx Contact Filter (EP&T App for SM) Avaya Aura Media Server Avaya G450 Media Gateway Full deployment Hybrid deployment AWS deployment Notes Contact Filter is used to provide MT. Y N/A Y Provides server-side support for Avaya Equinox Y Y Y Attendant. Runs co-resident on the same as Presence Server. Y Y Y Only the OfficelinxMessaging and Collaboration features are available. For Partner Cloud Powered by Avaya xcaas on AWS, Officelinx is deployed on the CSP data center. Y N/A Not Supported This is applicable only for multi-tenant deployments Y Y Y In the hybrid deployment model, the Avaya Aura Media Server version listed here described the hosted Avaya Aura Media Server used in WebRTC. You might have additional Avaya Aura Media Server(s) on premise if the on-premise Avaya Aura is release 7.0 or newer. If the on-premise Avaya Aura is release 6.3 (which does not support Avaya Aura Media Server), then media services is provided using the G450 or G650 gateways. Y Y N/A Media gateways do not get deployed in the CSP data center for hybrid deployment. The media gateway is not required if no analog or Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 33

34 Architecture overview Infrastructure products Full deployment Hybrid deployment Avaya Aura AES Y Y Y Avaya Control Manager Avaya Diagnostic Server Y Y Y AWS deployment Notes digital devices required as AMS is used. Y Y Y In Partner Cloud Powered by Avaya xcaas and earlier, this row was "SAL Gateway". SAL GW is now incorporated into Avaya Diagnostic Server. The SLA MON portion of Avaya Diagnostic Server is not used in standard Partner Cloud Powered by Avaya xcaas though it can be pursued as a variant if required. Avaya SBCE Y Y Y Breeze (aka Avaya EDP) Equinox Conferencing Y Y Y Prior to Partner Cloud Powered by Avaya xcaas 2.0, only to support PS snap-in. In 2.0 and later, additionally supports Oceana snap-ins and another snap-ins. In the hybrid deployment model, only Oceana snap-ins are supported. Y Y Y(partial) Includes and requires the Avaya Aura Web Gateway (for WebRTC interworking and for Web Collaboration Service). Equinox Conferencing is a merge of (and replaces) Avaya Aura Conferencing and Avaya Scopia Conferencing. The Equinox Conferencing SR server is provided as an appliance only, so it cannot be supported in a fully virtualized environment like AWS or IBM. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 34

35 Components and deployment types supports in Partner Cloud Powered by Avaya xcaas Infrastructure products Infrastructure Pod (PodFx) Full deployment Hybrid deployment Y Y N/A Avaya CC Elite Y Y Y Avaya Oceana Y Y Y Avaya Analytics (Oceanalytics) Avaya CC Elite Multichannel Avaya Aura Experience Portal Avaya Call Management System AWS deployment Notes Y Y Y From Partner Cloud Powered by Avaya xcaas 3.0 (Oceana 3.5 onwards, Oceanalytics has been renamed as Avaya Analytics) Y N/A Y Y Y Y Including new AAEP hybrid model Y N/A Y Avaya WFO (ACR) Y Y Not Supported*** Avaya POM Y Y Y Avaya WFO Select Y Y Y Nuance Y Y Y Avaya Oceana Workspaces Avaya Agent for Desktop Avaya one-x Agent H.323 Avaya 96x1 SIP Endpoints Avaya J169 SIP phone Y Y Y **In the hybrid deployment model, ACR (compatible with the premise deployment) may also be deployed on premise. ***In the AWS deployment, ACR is not supported in AWS, hence it is deployed on the customer CSP Y Y Y Formerly known as "VDI Agent" Y Y Y Y Y Y Y N/A Y Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 35

36 Architecture overview Infrastructure products Avaya J179 SIP phone Avaya 96x1 H.323 Endpoints Avaya J169/79 H. 323 Endpoints AudioCodes SIP analog gateways- MP11x Avaya one-x Communicator Full deployment Hybrid deployment Y N/A Y Y Y Y Y Y Y Y N/A Y AWS deployment Notes Y N/A Y SIP and H.323 Avaya Vantage Y Y Y Avaya Communicator for Lync Avaya Equinox for Windows Avaya Equinox for Android Avaya Equinox for ios Avaya Equinox for MAC Equinox Meetings for Web Y N/A Y Y N/A Y Y N/A Y Y N/A Y Y N/A Y Y N/A Y Supported in the Google Chrome browser only. You require Google Chrome extension. Based on JavaScript CSDK. Requires Avaya Aura Web Gateway on the server side to interwork into the Equinox Conferencing solution. Equinox for Web Y N/A Y Supported in the Google Chrome browser only. You require Google Chrome extension. Based on JavaScript CSDK. Requires Avaya Aura Web Gateway on the server side to interwork into the Equinox Conferencing solution. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 36

37 SQL Server requirements Infrastructure products Equinox Attendant (SIP) Avaya H.175 HD Video Phone Avaya B179 SIP Conference Phone Avaya B189 H.323 Conference Phone Hospitality Series Phones H229, H239, H249 Full deployment Hybrid deployment AWS deployment Notes Y N/A Y Requires the Equinox Attendant snap-in deployed on the server side (see above) Y N/A Y Y N/A Y Y N/A Y Y Y Y Dedicated instance only EMC Agent Desktop Y N/A Y EMC Reporting Desktop Y N/A Y For multi-instance model only CMS Supervisor Y N/A Y For multi-instance model only ACR Web Desktop Y Y Y AEP Web Desktop (EPM) Avaya Control Manager Web Desktop POM Agent Desktop (3 rd party) Y Y Y Y Y Y Y (Workspaces, if deployed with Oceana) Y (Workspaces) Y (Workspaces, if deployed with Oceana) SQL Server requirements MS SQL 2012 servers for Standard and Enterprise Editions must be running on MS Windows MS SQL 2014 servers for Standard and Enterprise Editions must be running on MS Windows 2012 or MS SQL 2016 servers for Standard and Enterprise Editions must be running on MS Windows October 2018 Deploying Partner Cloud Powered by Avaya xcaas 37

38 Architecture overview Operating System Version Build Service Pack Patch MS Windows 2012 or 2016 SQL 2012, 2014 or 2016 Component SQL Server Version Build Service Pack Patch Avaya Control Manager Avaya Aura Experience Portal Call Center Elite Multichannel Proactive Outreach Manager Avaya Oceana Solution Cache Database Avaya Workforce Optimization Select MS SQL 2012, 2014, or 2016 Standard or Enterprise Edition MS SQL 2012 or 2014 Standard or Enterprise Edition MS SQL 2012, 2014, or 2016 Standard or Enterprise Edition MS SQL 2012, 2014, or 2016 Standard or Enterprise Edition MS SQL 2012, 2014, or 2016 Standard or Enterprise Edition MS SQL 2016 Standard Edition SQL 2012 or 2014 or 2016 SQL 2012 or 2014 MS SQL 2012, 2014, or 2016 MS SQL 2012, 2014, or 2016 SQL 2012 or SQL 2014 or SQL 2016 MS SQL 2016 Support for Avaya Control Manager, Avaya Aura Experience Portal databases In case of Avaya Aura Experience Portal, the platform inherently protects data loss if the external database fails. This is achieved by keeping the data records within the MPP hard drives until the database is functional. The replication strategy used is bi-directional transactional replication. For more information, see Database replication section in this guide. Note: Avaya Aura Experience Portal SQL Database name must be unique across all the instances. Support for Call Center Elite Multichannel databases You must provide a separate SQL server for Call Center Elite Multichannel. This SQL server cannot be shared with Avaya Control Manager, Avaya Aura Experience Portal. Each SQL server can support up to five instances of Call Center Elite Multichannel. If you want to support more than five instances, you must have a second SQL server in data center 2 to support instances from six to ten. Call Center Elite Multichannel does not support clustered SQL environment, high-availability, and geo-redundancy. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 38

39 Client requirements Client requirements Following are the client requirements for Call Center Elite Multichannel, Avaya Control Manager Web, Avaya Contact Recorder Web, and Experience Portal Manager Web: Microsoft Windows 12 (32-bit or 64-bit) Microsoft Windows Terminal Services 32-bit Microsoft Internet Explorer 8.0, 9.0, or 10.0 Microsoft.Net Framework 3.5 SP1 or higher For detailed client requirements of the following products, see the respective product documentation: Call Center Elite Multichannel Avaya Aura Experience Portal Avaya Oceana Solution Avaya Analytics Avaya Workforce Optimization Select Avaya Contact Recorder Avaya one-x Agent Avaya one-x Attendant Avaya Equinox Avaya Agent for Desktop Avaya Control Manager client requirements Supported database server software requirements The customer must install one of the following Microsoft SQL server software editions on every database server in the Control Manager deployment: Microsoft SQL Server 2012 Standard Edition Microsoft SQL Server 2012 Enterprise Edition Microsoft SQL Server 2014 Standard Edition Microsoft SQL Server 2014 Enterprise Edition Microsoft SQL Server 2016 Standard Edition Microsoft SQL Server 2016 Enterprise Edition The Microsoft SQL Server software must be installed on the following host types: The database host in a Dual host configuration October 2018 Deploying Partner Cloud Powered by Avaya xcaas 39

40 Architecture overview The database hosts in a Multi-server configuration The Microsoft SQL Server software must be installed on servers that are using the Microsoft Windows Server operating system software. You cannot use any other operating system software. Microsoft SQL Server database collation is supported for the user interface languages noted in Avaya Control Manager Overview and Specification. Control Manager has been tested with the following SQL Server level collation settings: English (SQL_Latin1_General_CP1_CI_AS) German (Latin1_General_CI_AS) Japanese (Japanese_CI_AS) Important: The customer must agree to create a user login ID on the SQL database servers that is a member of the Sysadmin server role. This user login ID is used during installation of the Control Manager software. Create the user login ID and its password and note these items for later use. This login is used during installation only; it is not used by the application during operation. Important: When creating database user passwords while installing the SQL software or while upgrading the Control Manager software, the customer must agree to use passwords that are 8-14 alphanumeric characters long, with upper case and lower case letters. Because of limitations with the Control Manager installation software, the customer must not use long and complex database passwords. Related links Client requirements on page 39 Control Manager database sizing The Control Manager database stores only the configuration data of the Control Manager system. The database size is between 50 MB to 4 GB. For more information, see the Database Sizing tool. You can download the Database Sizing tool under the Control Manager product Downloads area on the Avaya Support Site: Important: You must limit the size of the SQL transaction log of the database because the Control Manager Sync Service activity can affect the size of the SQL transaction log. For more details, see Configuring Avaya Control Manager. Related links Client requirements on page 39 October 2018 Deploying Partner Cloud Powered by Avaya xcaas 40

41 Client requirements Supported client Web browser and client operating system software requirements The client OS used to access the Control Manager user interface must support the following client Web browsers: Apple Safari Google Chrome 62 Microsoft Edge 40 Microsoft Internet Explorer 10 and 11 Mozilla Firefox 57.0 and later You must allow pop-ups on all browsers used to access the Control Manager user interface. The client OS must support a screen resolution of 1280 x 1024 pixels or higher. Control Manager supports browser usage within a Citrix XenApp environment. Related links Client requirements on page 39 Java Runtime Environment requirements Control Manager supports only specific versions of Java Runtime Environment (JRE). This version of Control Manager installs OpenJDK Runtime Environment (Zulu win64) (build 1.8.0_144) (64-bit). Important: Updating to an unsupported version of JRE can cause Control Manager to stop working and can require the reinstallation of the Control Manager server. Related links Client requirements on page 39 October 2018 Deploying Partner Cloud Powered by Avaya xcaas 41

42 Chapter 3: Deployment process For an enterprise to use the Partner Cloud Powered by Avaya xcaas solution, you must deploy and configure all equipment, components, and functional elements at the hosted provider site. After configuring the hosted provider site, you must set up the enterprise network and ensure that you deploy the necessary endpoints at end-user workstations. The following work flow outlines the tasks that you must perform to deploy the solution at the hosted provider site and at the end user enterprise: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 42

43 Workflow of the deployment process Start Understand pre-sales engineering, get the number of users, and understand what is required from the solution. Configure core data center and PoP components. Work with Avaya Professional Services to conduct a network assessment, an advanced solution architecture review, and a site survey. Acquire IP addresses and discuss firewall settings with the appropriate department. Procure Partner Cloud Powered by Avaya xcaas components and licenses. Set up your additional network infrastructure. Deploy, configure, and test the Partner Cloud Powered by Avaya xcaas solutions in the core data center. Install phones, applicable desktop applications, and necessary analog devices at end user work stations in the end customer network. Install Avaya SBCE, Media G450 gateway, and firewall in the PoP. End Figure 1: Single and dual data center October 2018 Deploying Partner Cloud Powered by Avaya xcaas 43

44 Chapter 4: Planning and preconfiguration Planning checklist Complete the following tasks before deploying Partner Cloud Powered by Avaya xcaas: No. Task Notes 1 Understand pre-sales engineering. 2 Set up network infrastructure at your hosted provider site. 3 Work with Avaya Professional Services to conduct a network assessment, a solution architecture review, and a site survey. 4 Agree on a dial plan to use for all enterprises. 5 Ensure conformance with Application Enablement Services CTI Best Practice Recommendations 6 Get licenses for all applicable solution elements to offer the maximum number of licenses. Understand how many users will be using the solution and what the users will need from the solution. Understand if they require a multi-tenant instance model, or a dedicate instance model, or both. They must also understand and plan for the number of instances they must deploy. Understand what UC and CC services the customer is interested in deploying. None. None. None. Ensure conformance with some best practice recommendations like Application Enablement Services Security database configuration. Service Provider awareness of Best Practices for CTI application development, and coding best practices. The offer for maximum licenses is set up based on the premise that the solution follows a utility-based billing model for software applications. Each component in the solution should be licensed to the maximum capacity. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 44

45 Setting up and verifying hosted provider infrastructure No. Task Notes 7 Obtain Avaya data center components for your hosted provider site. None. Setting up and verifying hosted provider infrastructure Before you begin Understand the pre-sales engineering requirements for the Partner Cloud Powered by Avaya xcaas solution. 1. Prepare the network infrastructure to set up the core data center and the Point of Presence (PoP) layers. 2. Work with Avaya Professional Services to conduct the following: Network infrastructure assessment Advanced solution architecture review Site survey 3. Acquire VLAN IP addresses for end users. 4. Work with the IT department of the hosted provider to configure the firewall settings so that the hosted provider can connect their network with the enterprise network. Acquiring equipment and licenses Before you begin Set up and verify the hosted provider infrastructure. About this task Important: When Avaya one-x Agent or Avaya one-x Communicator is used in the Deskphone mode and in an idle state, that is without active calls, the applications maintain a shared control signaling channel with the desk phone and use an SBC session if they traverse the SBC. Additional sessions are required when these applications participate on calls. Avaya one-x Agent or Avaya one-x Communicator in any other mode and in an idle state does not require any initial SBC session. The applications use SBC sessions only when on calls. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 45

46 Planning and preconfiguration 1. Obtain the appropriate Avaya components for the core data center based on the Service Provider and/or their customer requirements. 2. Obtain the firewall, Avaya Session Border Controller for Enterprise, and G450 Media Gateway for the Point of Presence (PoP) layer. 3. Obtain any other equipment that you plan to deploy in the hosted provider network. You must deploy the PSTN gateways that are not provided by Avaya. You can also deploy additional management and monitoring systems in the network. 4. Obtain licenses for end users. Related links DeploymentComponent Ship-To hierarchy types in Partner Cloud Powered by Avaya xcaas In order to appropriately setup the software entitlements and register the solution components for appropriate field support, it is critical to understand the Ship-To hierarchy types and their definitions. For details on how to appropriately register the solution components on the Global Registration Tool, see GRT Registration for Partner Cloud Powered by Avaya xcaas Job Aid. The xcaas solution supports the following: CSP Sold-To CSP Ship-To CSP Instance Ship-To Tenant Ship-To Cloud Service Provider (CSP) Sold-To A commercial Sold-To number that is assigned to a CSP on SAP. This is the Top Tier account number in the Ship-To hierarchy for the CSP business partner for Partner Cloud Powered by Avaya xcaas deals. For example, a CSP called Widgets is assigned a CSP Sold-To = A, where A is a 10 digit number. The commercial CSP Sold-To number will cover different locations where the CSP can deploy Partner Cloud Powered by Avaya xcaas solution components, as in data centers. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 46

47 Ship-To hierarchy types in Partner Cloud Powered by Avaya xcaas Cloud Service Provider (Business Partner) Ship-To This represents the location of the Data Center in which the Partner Cloud Powered by Avaya xcaas solution is deployed under the CSP Sold-To account. Partner Cloud Powered by Avaya xcaas is defined as a Geo-Redundant solution. Therefore, the solution is deployed in two different physical Data Centers (DCs). Ideally each DC must have a unique CSP Ship-To number associated with it, which includes the address of where the DC is located. Hence, there should be a unique CSP Ship-To number associated with the main data center (referred to as DC1) and a unique CSP Ship-To associated with the geo-redundant data center (referred to as DC2). Avaya Control Manager is an Active-Active solution component that can manage up to 15 Partner Cloud Powered by Avaya xcaas solution instances (or End Customers). This means that Control Manager is made up of ACM1 and ACM2. ACM1 is deployed in DC1 and ACM2 is deployed in DC2. Initially, each CSP have one Active-Active Control Manager system deployed. Licensing for Avaya Control Manager You need to generate only one license for an Active-Active Control Manager system. The license generation requires providing the servers MAC addresses on which the license is installed. The Control Manager license is must be associated with the CSP Ship-To for DC1. Hence, the CSP Ship-To for DC1 is used for PLDS License Activation Code (LAC) and service entitlements associated with the Avaya Control Manager deployment(s). In some cases, the CSP Sold-To number and the CSP Ship-To number associated with the main DC (DC1) have the same value. The CSP Ship-To number associated with DC2 must have a different value than that of DC1. GRT Registration Each Control Manager server has a ADS/SAL Gateway associated with it for GSS to access the specific Control Manager in each DC. The ADS/SAL Gateway is also used by A2R to poll Usage Metering for usage data for billing purposes. For GRT registration of Control Manager and SAL, each Control Manager/SAL pair located in each DC must be registered using the CSP Ship-To associated with each DC. For example, Widgets can be assigned a CSP Ship-To = A for DC1 and CSP Ship-To = B for DC2. Note that these are the Ship-To numbers that the Control Manager systems and corresponding SAL gateways can be used for GRT registration. ACM1/SAL1 must be registered using Ship-To = A and ACM2/SAL2 must be registered using Ship-To =B. Cloud Service Provider (CSP) Instance Ship-To This represents the Partner Cloud Powered by Avaya xcaas solution instance on SAP deployed at a CSP data center for an end-customer. SAP uses the End Customer ID as the CSP Instance Ship-To. Each Partner Cloud Powered by Avaya xcaas instance must have a unique End Customer ID assigned. Key requirements associated with the CSP Instance Ship-To for an Partner Cloud Powered by Avaya xcaas dedicated instance environment The CSP Instance Ship-To number must be different than the CSP Ship-To defined. If an existing Avaya on-premises enterprise customer migrates to the Partner Cloud Powered by Avaya xcaas cloud solution, the existing End Customer ID assigned to the Avaya customer must not be used as the CSP Instance Ship-To. A new End Customer ID must be October 2018 Deploying Partner Cloud Powered by Avaya xcaas 47

48 Planning and preconfiguration assigned to the Partner Cloud Powered by Avaya xcaas instance and use this new ID as the CSP Instance Ship-To. Generating a new ID is important in this case, as the CSP Instance Ship-To number identifies the Partner Cloud Powered by Avaya xcaas solution instance that is deployed in the CSP data center to server the end customer. If an existing Partner Cloud Powered by Avaya xcaas end-customer requires an additional Partner Cloud Powered by Avaya xcaas instance, that is, in order to meet the end customer s user or agent capacity requirements, this new instance must also be assigned a new End Customer ID for an additional Partner Cloud Powered by Avaya xcaas instance for the existing customer. This will provide the ability to uniquely identify the licensing and service entitlements associated with each instance. There must only be one CSP Instance Ship-To even though the solution is a geo-redundant solution. The CSP Instance Ship-To is associated with the DC where the primary instance is deployed, generally, in DC1. This means that the Ship-To address associated with it must be that of the main DC. Naming convention The recommended naming convention to use for the End Customer Name is as follows: CSP-Name_CAAS_CUSTOMER-NAME. For instance, if Widgets is the CSP name and one of their customers is CUST1, the name for the CSP Instance Ship-To is: WIDGETS_CAAS_CUST1. Licensing and registration process for the dedicated instance environment: Licensing for all solution components within an instance All licenses associated with a specific Partner Cloud Powered by Avaya xcaas instance is generated based on the CSP Instance Ship-To number. Since the CSP Instance Ship-To is associated with the main DC, the licenses are deployed in the main System Manager (SMGR). The main System Manager replicates the license files onto the SMGR-geo. Hence, only one set of licenses are required for the Partner Cloud Powered by Avaya xcaas components. The CSP Instance Ship-To number is used for PLDS LAC. GRT Registration for all solution components within instance Registration of all software components, including SAL, through the Global Registration Tool (GRT) is performed using the CSP Instance Ship-To. The main instance and the geo-redundant instance are both registered using the CSP Instance Ship-To, even though the address associated with the CSP Instance Ship-To is that of DC1. The GRT registration instructions specify how to appropriately associate the components with the appropriate ADS/SAL gateway. Key requirements associated with the CSP Instance Ship-To for an Partner Cloud Powered by Avaya xcaas multitenant environment Assign a CSP Instance Ship-To to a multi-tenant instance only when on-boarding the first tenant. When the second and more tenants are on-boarded, there is no need to generate additional CSP Instance Ship-To since the solution instance is deployed only once. Assign the CSP Instance Ship-To by following the same requirements as for a Dedicated instance, with the exception of the Naming Convention. Ensure that the CSP Instance Ship-To (End Customer Name) name that must be used is that of the CSP using the following format: CSP_Name_CAAS_MT_Main. The suffix Main can also be ONE as in the first Multi-tenant (MT) instance. For example, if CSP Widgets deployed a MT instance, the name string can be WIDGETS_CAAS_MT_ONE. Licensing and registration process for the multitenant environment: Licensing is done based on the CSP Instance Ship-To, as in the Dedicated Instance (DI) environment. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 48

49 Ship-To hierarchy types in Partner Cloud Powered by Avaya xcaas GRT Registration is also done using the CSP Instance Ship-To, as in the DI environment. Tenant Ship-To This field/number represents the real end customer or tenant. It is needed only for the Avaya Control Manager Location configuration and for Compensation tracking in EDW. This is the Ship- To number that must be used as part of the Control Manager Location Name when creating a Location and an Organizational Structure in Control Manager for each end customer or tenant. The Control Manager Location Name is of the form Customer-Name Tenant-Ship-To-Number. This applies to Control Manager Locations created for customers/tenants in Multi-tenanted or Dedicated environments. It is important to note that the same Tenant Ship-To number applies to the solution in DC1 and DC2; hence, only one Tenant Ship-To number is requested. Guidelines for using a Tenant Ship-To number: If the end customer is an existing Avaya On-Premises customers that is migrating to or adding an Partner Cloud Powered by Avaya xcaas deployment, the customer already have a Sold-To/Ship-To number associated with their On-Premises solution. In this case, you an existing Ship-To number as the Tenant Ship-To number instead of creating a new one. Important: The Tenant Ship-To number is different than the CSP Instance Ship-To number requirement. If the end customer is not an existing Avaya On-Premises customer, you must generate a new end customer Ship-To/Sold-To number. This Ship-To/Sold-To number must include the end customer details including the corporate address of the end customer. For guidance on how to generate or obtain a Tenant Ship-To number contact the Partner Cloud Powered by Avaya xcaas Concierge Desk at xcaasdesk@avaya.com. Note: The CSP Instance Ship-To number is also referred to as Functional Location (FL) number in Siebel. Example widget To illustrate the above definitions, refer the example of the above CSP called Widgets. Widgets has a corporate address which is the same as the main DC and it is located in New York City, NY. They have their geo-redundant DC in Los Angeles, CA. The CSP is deploying their first customer called CUST1. The physical location of CUST1 is irrelevant to the Partner Cloud Powered by Avaya xcaas CSP Ship-To hierarchy. Hence the following Ship-To hierarchy is assigned to Widgets: Commercial Sold-To = A CSP Name = CAAS_WIDGETS Address: NY, NY Main DC: CSP Ship-To = A CSP Name = CAAS_WIDGETS Address: NY, NY DC2: CSP Ship-To = B CSP Name = CAAS_WIDGETS_DC Address: Los Angeles, CA CSP Instance Ship-To = End Customer ID = C --- Customer Name: WIDGETS_CAAS_CUST1 Address: NY, NY where Main DC is located. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 49

50 Planning and preconfiguration Tenant Ship-To = G ---- For compensation purposes and part of ACM Location name, as configured in ACM. For example: CUST1 G Note: A, B, C, and G are all 10 digit numbers. The following diagrams summarize the CSP Ship-To hierarchy, licensing, and registration associated with the Partner Cloud Powered by Avaya xcaas instances for the geo-redundant solution, further illustrating the example of the CSP named Widgets: Figure 2: GRT Registration October 2018 Deploying Partner Cloud Powered by Avaya xcaas 50

51 Ship-To hierarchy types in Partner Cloud Powered by Avaya xcaas Figure 3: GRT Registration October 2018 Deploying Partner Cloud Powered by Avaya xcaas 51

52 Planning and preconfiguration Figure 4: License Generation October 2018 Deploying Partner Cloud Powered by Avaya xcaas 52

53 Ship-To hierarchy types in Partner Cloud Powered by Avaya xcaas Figure 5: License Generation October 2018 Deploying Partner Cloud Powered by Avaya xcaas 53

54 Chapter 5: Initial setup and connectivity You must set up the core data center and the Point of Presence layers in your network. Install all components and equipment at your hosted provider site before configuring components or setting up the end user enterprise to use the Partner Cloud Powered by Avaya xcaas solution. In case of a shared deployment model, there is no NAT or firewall/sbc between Avaya Control Manager and the rest of the Avaya components. There is a NAT with firewall/sbc between the Avaya components and the end customer network. In the case of shared deployment model, any VLAN tags are dropped on the core side of the NAT. In case of a dedicated deployment model, there is no NAT between the enterprise and the core components and no VLAN, though there maybe firewalls and even an SBC. There is a NAT and firewall between the core components and Avaya Control Manager. No. Task Notes 1 Set up the data center and Point of Presence (PoP) layers. 2 Install Avaya components in the POP layer as applicable: Avaya Session Border Controller for Enterprise, firewall, Avaya Aura Utility Server, Avaya Aura Media Server and gateways. 3 Install data center components. None. You can deploy more than one PoP in the network. Some providers can have PoPs that are separate from their data center and other providers can have a PoP that is not physically separated from the data center. These components can be setup in the main data center if there is no separate POP layer. Setting up network connectivity Before you begin Set up the network infrastructure and work with Avaya Professional Services to conduct a network assessment. 1. Set up the core data center. 2. Set up the required number of PoP layers. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 54

55 Installing hardware and software components in the hosted provider network 3. Install all necessary components in the data center and PoP layers. 4. If VLAN tagging is used, then obtain VLAN IP addresses for end users. All end users must have their own VLAN IP addresses. 5. Acquire the necessary components and equipment for the end user enterprise. Installing hardware and software components in the hosted provider network Before you begin Obtain all necessary components and equipment for the hosted provider network. You must obtain all non-avaya components from a third-party vendor. Before you can set up the end user enterprise to use the Partner Cloud Powered by Avaya xcaas solution, you must install all necessary components and equipment in the hosted provider network. Avaya components are available in combined hardware and software bundles. You must install the hardware servers that you receive. For most components, the necessary software is pre-installed on the servers. 1. Install Avaya Aura Communication Manager with Avaya Aura Call Center Elite in the data center. For more information about deploying Avaya Aura Communication Manager with Avaya Aura Call Center Elite, see Deploying Avaya Aura Communication Manager on System Platform and Planning for an Avaya Aura Call Center Elite Implementation. 2. Install Avaya Aura Media Server. For more information about installing Avaya Aura Media Server, see Installing and Updating Avaya Aura Media Server Application on Customer Supplied Hardware and OS and Deploying and Updating Avaya Aura Media Server Appliance 3. Install G450 Media Gateways in the Point of Presence layer. 4. Install Avaya Aura System Manager in the data center. For more information, see Deploying Avaya Aura System Manager on System Platform. 5. Install Avaya Aura Session Manager in the data center. For more information, see Deploying Avaya Aura Session Manager. 6. Install Avaya Aura Device Services. Utility services is now provided by Avaya Aura Device Services. For more information, see Deploying Avaya Aura Device Services. 7. Install Avaya Aura Messaging in the data center. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 55

56 Initial setup and connectivity For more information, see Deploying Avaya Aura Messaging for Single Server Systems and Deploying Avaya Aura Messaging for Multiserver Systems. 8. Install Avaya Aura Presence Services on Avaya Breeze. For more information, see Deploying Avaya Aura Presence Services on VMware. 9. Install Avaya Equinox. For more information, see Deploying Avaya Equinox Solution. 10. Install Avaya Esna Officelinx. 11. Install Application Enablement Services system in the data center. For more information, see Implementing Avaya Aura Application Enablement Services in a Software-Only Environment. 12. Install Avaya Call Management System in the data center of your network. For more information, see Avaya Call Management System Software Installation, Maintenance, and Troubleshooting for Linux. 13. Install Avaya Aura Experience Portal in the data center. For more information, see Implementing Avaya Aura Experience Portal on a single server and Implementing Avaya Aura Experience Portal on multiple servers. 14. Install Avaya Proactive Outreach Manager. For more information, see Implementing Avaya Proactive Outreach Manager. 15. Install Avaya Aura Call Center Elite Multichannel or Avaya Oceana Solution or Avaya Analytics in the data center. Note: Install Virtual Agent as part of the Call Center Elite Multichannel installation. For more information, see Installing Avaya Aura Call Center Elite Multichannel. Avaya Professional Services is required to install Avaya Oceana Solution and Avaya Analytics. 16. Install Avaya Control Manager in the data center. Install Shrink SQL T-Log ACCCM job and configure it to run once a week against the Avaya Control Manager database in each data center. For example, every Saturday at 5:00 AM. The Shrink SQL T-Log ACCCM job purges old Avaya Control Manager transactional logs. For more information, see Installing Avaya Control Manager. 17. Install Avaya Session Border Controller for Enterprise. For more information about installing Avaya Session Border Controller for Enterprise, see Deploying Avaya Session Border Controller for Enterprise. 18. Install the required number of Avaya Diagnostic Server (SAL Gateway) in the Point of Presence layer. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 56

57 Installing hardware and software components in the hosted provider network For more information, see Deploying Avaya Diagnostic Server. 19. Install Avaya Aura Workforce Optimization in the data center. For more information, see either Avaya Aura Workforce Optimization System Installation and Upgrade Guide or Avaya Workforce Optimization Select Installation and Upgrade Guide. 20. Ensure you connect all Avaya Aura solution components to the ADS/SAL gateway. 21. Deploy a firewall in the Point of Presence layer. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 57

58 Chapter 6: Upgrade sequence Upgrade sequence The following are the upgrade paths for the solution: xcaas 2.1 to xcaas 3.0 xcaas to xcaas 3.0 xcaas 2.0 to xcaas 3.0 xcaas to xcaas 3.0 xcaas to xcaas 3.0 ucaas to xcaas to xcaas 3.0 ccaas to xcaas to xcaas 3.0 Ensure that you follow the sequence mentioned below to upgrade individual components. Note: Ensure you upgrade all existing components before adding new components. No. Task Notes 1 Upgrade Avaya Diagnostic Server (SAL Gateway) 1. Ensure you upgrade outside of Avaya IT/Remedy billing polling window (Remedy Default 2:00 AM, recommended 3:00 AM) 2. Upgrade redundant data center first (DC2), then DC1. You can change the sequence if a Business Partner has a good reason to upgrade DC1 first. Note: You need one ADS/SAL to connect to all Avaya Control Managers within a data center for a dedicated environment, and second SAL for each dedicated instance. One ADS/SAL can manage up to 500 devices. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 58

59 Upgrade sequence No. Task Notes 2 Avaya Control Manager For information about how to upgrade Avaya Control Manager, see Upgrading to Avaya Control Manager for Avaya Enterprise Cloud: xcaas. Important: Note: Each instance has their own set of billing profiles. You can add Partner Cloud Powered by Avaya xcaas instance once Avaya Control Manager is upgraded independent of the Partner Cloud Powered by Avaya xcaas instance. 3a Skip this step if the deployment does not include Avaya Pod Fx. For more information, consult the Avaya Pod Fx documentation. Avaya Pod Fx management components, if applicable with the following components: vcenter SA Switches (VSP4Ks and VSP7Ks) Storage Management Service Console (MSC) VMware on Hosts Avaya Aura System Manager POS The geo-redundant Avaya Pod Fx has two System Managers: one for the solution and one for Avaya Pod Fx management. The Avaya Pod Fx in DC1 only has one System Manager. This system manager is used for both the solution and Avaya Pod Fx management. Note: 3b You can pause the upgrade at this stage if required. Avaya Aura System Manager (if not a Avaya Pod Fx deployment) For information about how to upgrade Avaya Aura System Manager, see Upgrading Avaya Aura System Manager Note: For upgrades, Avaya Aura System Manager preserves the previous certificate. If a demo certificate was in use in the previous release, the certificate is preserved through the Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 59

60 Upgrade sequence No. Task Notes upgrade. Avaya recommends that customers use the newer certificates as soon as possible. 4 Avaya Aura Session Manager 1. Schedule the upgrade during hours of little or no system activity. The active call count of Session Manager determines when the upgrade must occur. Ideally, the active call count must be zero. 2. During an upgrade, the call processing traffic of the Session Manager server that is getting upgraded is handled by the other Session Managers. Calls that are active when the upgrade takes place, remain active. 3. If the deployment has separate Session Managers for trunk traffic and SIP station Registration traffic, we recommend upgrading both Session Managers in whatever DC is selected first. 4. For a customer that already has a Session Manager URE and SRE installed, either Session Manager URE or SRE can be upgraded first. 5 Avaya Session Border Controller for Enterprise (EMS first and then SBC) Note: For upgrades, Session Manager preserves the previous certificate. If a demo certificate was in use in the previous release, the certificate is preserved through the upgrade. Avaya recommends that customers use the newer certificates as soon as possible 1. Avaya Session Border Controller for Enterprise servers in the deployment have unique host names. If two or more servers have the same hostname, change the host names. For a multi-server deployment, the upgrade sequence is: 1. Secondary EMS server Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 60

61 Upgrade sequence No. Task Notes 2. Primary EMS server 3. Avaya Session Border Controller for Enterprise pair: Secondary Avaya Session Border Controller for Enterprise and Primary Avaya Session Border Controller for Enterprise Note: You can upgrade SBC before or after Session Manager/System Manager upgrades. EMS must be upgraded first and then SBCs. For upgrades, the SBC preserves the previous certificate. 6 Avaya Aura Presence Services You must install Avaya Breeze Platform and PS plug-in and restore configuration. 1. Create a backup of Avaya Aura Presence Services 2. Deploy Avaya Breeze onto customer server or VMware infrastructure with Solution Deployment Manager or vcenter. 3. Install Presence Services snap-in onto Avaya Breeze. 4. Replicate data from Avaya Aura System Manager. Note: The old Presence Services virtual machine should be turned off and can be removed after the new Avaya Breeze /Presence Services configuration is running for some time. Third party TLS certificates need to be re-installed after Avaya Breeze is installed. 7 Application Enablement Services For information about how to upgrade Application Enablement Services, see Application Enablement Services documentation. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 61

62 Upgrade sequence No. Task Notes Note: You can add Application Enablement Services to provide presence to H. 323 endpoints in a dedicated instance deployment. You cannot use Avaya Aura System Manager Solution Deployment Manager (SDM) to upgrade Application Enablement Services. For more information on failover and recovery, see Administering Partner Cloud Powered by Avaya xcaas. 8 G450 Media Gateways 1. Busy out DSP on gateways being upgraded (CM Command: camponbusy). Existing calls follow normal termination, while new calls use other gateways. 2. Pick one DC to upgrade the gateways. 3. Due to the large number of gateways, pick a group of gateways to upgrade at a time, instead of doing one at time. Note: 9 Communication Manager Survivable Core Processor (ESS) If you want to replace G450 with Avaya Aura Media Server, to increase capacities, you cannot add Avaya Aura Media Server without upgrading Avaya Aura Communication Manager first. You must upgrade the gateways first, then add Avaya Aura Media Server, and then remove G450. If you have deployed a local HA system, you must upgrade that. 1. Upgrade the standby CM system first 2. Release standby CM system from the busy out state by typing server r 3. Interchange standby and active CM systems by typing server if 4. Upgrade the other CM system in the HA pair 5. Interchange server roles if required (server I command) Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 62

63 Upgrade sequence No. Task Notes 6. Take a data backup. 7. Deploy ESS with Solution Deployment Manager or vcenter 8. Restore the data. Note: You cannot retain the third-party security certificates as a part of the upgrade data set. You must reinstall the third-party certificates after the upgrade. If you use third-party certificates, keep a copy or download new third-party certificates before you start the upgrade process. 10 Communication Manager (Main) For information about how to upgrade Communication Manager, see Upgrading to Avaya Aura Communication Manager. 11 Avaya Aura Messaging For information about how to upgrade Avaya Aura Messaging, see the following documents: 12 Avaya Aura Conferencing to Avaya Equinox migration or Avaya Equinox system upgrade Upgrading Avaya Aura Messaging for Single Server Systems Upgrading Avaya Aura Messaging for Multiserver Systems Perform the following steps to migrate from Avaya Aura Conferencing to Avaya Equinox : 1. Download all Avaya Aura Conferencing OVA and Packages from 2. AAC migrating customers to Equinox, find migration packages for existing AAC deployments under Power Suites releases and A-La-Carte as well as for AAC Turnkey deployments. 3. Use the AAC migration tool for AAC database migration to Equinox. The tool is available at support.avaya.com. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 63

64 Upgrade sequence No. Task Notes Note: For the Upgrade step instructions, refer Deploying Avaya Equinox Solution. 13 Avaya Aura Experience Portal For information about how to upgrade Experience Portal, see Upgrading to Avaya Aura Experience Portal. 14 Avaya Proactive Outreach Manager For information about how to upgrade POM, see Upgrading Proactive Outreach Manager. 15 Avaya Contact Recorder For information about how to upgrade Avaya Contact Recorder, see Avaya Contact Recorder Upgrade Guide. 16 Call Management System For information about how to upgrade Call Management System (CMS), see CMS documentation. 17 Avaya Aura Call Center Elite Multichannel 18 Avaya Aura Call Center Elite Multichannel Thick clients Ensure the Avaya Aura Call Center Elite Multichannel client and server are of the same version. The Client and Server versions have to match, so they must be upgraded back to back. Ensure the Avaya Aura Call Center Elite Multichannel client and server are of the same version. The Client and Server versions have to match, so they must be upgraded back to back. 19 Endpoints For a Partner Cloud Powered by Avaya xcaas deployment, the recommended sequence is to upgrade the endpoints at the same time as the EMC clients since the EMC server and EMC clients must be upgraded back to back. Related links Upgrading sequence for Avaya Control Manager on page 64 Upgrading sequence for Avaya Control Manager About this task This procedure is applicable only when upgrading from Avaya Control Manager to October 2018 Deploying Partner Cloud Powered by Avaya xcaas 64

65 Upgrade sequence Before you begin 1. Take a backup of the following Avaya Control Manager virtual machines and relevant database servers assuming that we retain the same IP addresses as in the original environment: ACCCM ACCCMAVP CMSYSLOG ACCCMSPHEREETL Take a backup of Billing databases and prepare four servers. Ensure you shut down the original servers and set the new servers IP addresses to match the original IP addresses. The new Avaya Control Manager databases IP addresses should be same as the old. 2. Install Avaya Control Manager on the four new virtual machines that you created with windows The installer upgrades the Avaya Control Manager release and the database schema. 1. Restore Avaya Control Manager databases and billing database on a new Avaya Control Manager SQL 2012 database and Billing SQL 2012 database respectively for Data Center1 (DC1). 2. Install the new Avaya Control Manager services on a Windows 2012 server and point to the new Avaya Control Manager database for DC1. 3. Install the new Avaya Control Manager user interface on Windows 2012 server for DC1. 4. Repeat steps 1, 2, and 3 for Data Center2 (DC2). 5. Install the new billing services and user interface on the Avaya Control Manager services server for DC1 and DC2. The Avaya Control Manager replication in xcaas is uni-directional. So, before you setup replication on the Avaya Control Manager database, follow the steps below to achieve a HA replication. a. Upgrade the primary Avaya Control Manager application and UI server. b. Upgrade the secondary Avaya Control Manager application and UI server. c. Start the HA service between the server. d. Configure and enable replication on the Avaya Control Manager database and Billing database. For more information, see the Database Replication section in this guide. Related links Upgrade sequence on page 58 October 2018 Deploying Partner Cloud Powered by Avaya xcaas 65

66 Chapter 7: Database replication Configuring bi-directional database replication for Avaya Aura Experience Portal About this task This replication is valid for both single data center and dual data center deployments. In case of dual data center, the database replication of Avaya Aura Experience Portal database is required. In case of single data center, the database replication of Avaya Aura Experience Portal database is optional. If the service provider needs a redundant database deployment for Avaya Aura Experience Portal database in a single data center, then the service provider must ensure that a second database is deployed for Avaya Aura Experience Portal database. The second database deployment must have a network load balancer, so that allow Avaya Aura Experience Portal has access to the secondary database if the primary database fails. 1. From the Avaya Control Manager system, open SQL Management Studio on the primary SQL Server and login using the system administration (SA) account or as an account with similar permissions. 2. Expand the Replication folder. 3. Select and right-click the Local Publications folder and select New Publication. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 66

67 Configuring bi-directional database replication for Avaya Aura Experience Portal The system displays the Welcome screen. 4. Click Next. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 67

68 Database replication 5. Click Next. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 68

69 Configuring bi-directional database replication for Avaya Aura Experience Portal 6. Click Next. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 69

70 Database replication 7. Select AAEP and click Next. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 70

71 Configuring bi-directional database replication for Avaya Aura Experience Portal 8. Select Transactional publication with updateable subscriptions and click Next. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 71

72 Database replication 9. Select Tables. 10. Click Article Properties and select Set Properties of All Table Articles. The system displays the following screen: The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 72

73 Configuring bi-directional database replication for Avaya Aura Experience Portal 11. Click OK. 12. Click OK. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 73

74 Database replication 13. Click Next. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 74

75 Configuring bi-directional database replication for Avaya Aura Experience Portal 14. Click Next. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 75

76 Database replication 15. Click Security Settings. 16. Configure the environment to work under SQL Server Agent Service account. 17. Configure the connection to the publisher to use SQL Server login and enter the SA login or an SA equivalent account. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 76

77 Configuring bi-directional database replication for Avaya Aura Experience Portal 18. Click OK. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 77

78 Database replication 19. Click Security Settings. The system displays the following screen: 20. Select the Run under the SQL Server Agent service account option and configure the queue reader to run in the SQL Agent account then click OK. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 78

79 Configuring bi-directional database replication for Avaya Aura Experience Portal 21. Click Next. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 79

80 Database replication 22. Click Next. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 80

81 Configuring bi-directional database replication for Avaya Aura Experience Portal 23. In the Publication name field, type the publication name as AAEP and click Finish. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 81

82 Database replication The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 82

83 Configuring bi-directional database replication for Avaya Aura Experience Portal 24. Click Close. 25. Open SQL Management Studio. The system displays the SQL Management Studio screen. 26. In the Object Explorer window, locate the newly created publication, right-click the newly created publication (AAEP) and select New Subscriptions. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 83

84 Database replication The system displays the New Subscription Wizard screen. 27. Click Next. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 84

85 Configuring bi-directional database replication for Avaya Aura Experience Portal 28. Click Next. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 85

86 Database replication 29. Select Run all agents at the distributor and click Next. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 86

87 Configuring bi-directional database replication for Avaya Aura Experience Portal 30. Click Add SQL Server Subscriber. The system displays the following screen: 31. Enter the credentials of the secondary server and click Connect. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 87

88 Database replication 32. From the Subscription Database drop-down list, select AAEP and click Next. The system displays the following screen: 33. Click the ellipsis ( ) button. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 88

89 Configuring bi-directional database replication for Avaya Aura Experience Portal 34. In the Distribution Agent Security screen, perform the following steps: a. Select the Run under the SQL Server Agent service account option. b. Connect to distributor with the AAEP database user that you created as part of the AAEP installation. c. Click OK. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 89

90 Database replication 35. Click Next. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 90

91 Configuring bi-directional database replication for Avaya Aura Experience Portal 36. Click Next. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 91

92 Database replication 37. In the Login and Password fields, type the user details of the AAEP user you created as part of the AAEP installation and click Next. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 92

93 Configuring bi-directional database replication for Avaya Aura Experience Portal 38. Click Next. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 93

94 Database replication 39. Click Next. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 94

95 Configuring bi-directional database replication for Avaya Aura Experience Portal 40. Click Finish. The system displays the following screen: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 95

96 Database replication 41. Open SQL Studio and select File > Connection Object Explorer. 42. Connect to the secondary AAEP database that you just configured as a subscriber. 43. Expand the navigation tree and right-click Local Subscription and select Set Update Method. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 96

97 Avaya Control Manager replication The system displays the following screen: 44. Select Queue Updating and click OK. Avaya Control Manager replication Avaya Control Manager leverages the transactional replication with updateable subscriptions feature available in SQL Server So under normal operating conditions any change to any of the defined databases on SQL1 database is automatically pushed out to the corresponding SQL2 database and vice a versa. If the installation is across dual data centers and you are using an ESS is being used to provide high availability for Avaya Aura Communication Manager, then you must replicate the Avaya October 2018 Deploying Partner Cloud Powered by Avaya xcaas 97

98 Database replication Control Manager database using unidirectional replication. In this set up changes made to the secondary database are not be replicated back to the primary database. By design, the database primary connection path for ACM1 and ACM2 is to point to the same SQL1 database server. The secondary connection path for ACM1 is to point to SQL2. Within an Avaya Control Manager High Availability environment each Avaya Control Manager instance works with a dedicated database layer. Manager instance is each working. The two Microsoft SQL 2012 database servers, SQL1 and SQL2 are setup for transactional database replication and host the following databases. The following table lists the different databases hosted by MS SQL servers and summarizes the replication strategy used by them. These databases are used for multi-instance and multi-tenant deployments. Database Replication Direction Primary Application (APP1) ACM (configuratio n) ACM (AVP Management ) Transactional Unidirectiona l from ACM- DB1 to ACM-DB2 Primary DB Transactional Bidirectional ACM-AVP- DB1 ACM (Sync) Transactional Bidirectional ACM-Sync- DB1 AAEP Reporting Secondary DB Secondary Application (APP2) Primary DB Secondary DB ACM-DB1 ACM-DB2 ACM-DB1 ACM-DB2 ACM-AVP- DB2 ACM-Sync- DB2 ACM-AVP- DB1 ACM-Sync- DB1 ACM-AVP- DB2 ACM-Sync- DB2 Transactional Bidirectional AAEP-DB1 AAEP-DB2 AAEP-DB2 AAEP-DB1 EMC N/A N/A N/A N/A N/A N/A For more information on setting up Avaya Control Manager database replication, see Upgrading to Avaya Control Manager for a Service Provider Solution. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 98

99 Chapter 8: Virtualization requirements Virtualization overview Avaya virtualized environment integrates several Avaya products with the VMware virtualized server architecture. This environment provides the following benefits: Simplifies IT management by providing common software administration and maintenance. Requires fewer servers and racks which reduce the footprint. Lowers power consumption and cooling requirements. Enables capital equipment cost savings. Lowers operational expenses. Uses standard operating procedures for both Avaya and non-avaya products. Satisfies customer demand for Avaya products in a virtualized environment on customerspecified servers. Enables businesses to scale rapidly to accommodate growth and to respond to changing business requirements. For existing customers who have a solution deployed on an appliance and want to deploy on a VMware, Avaya virtualized environment provides an opportunity to upgrade to the next release of collaboration using their own VMware infrastructure. The Avaya virtualized environment is only for VMware and does not include any other industry hypervisor. Note: This document uses the following terms, and at times, uses the terms interchangeably. Server and host Customer deployment vcenter manages deployment into the blade, cluster, and server. The customer provides the servers and the VMware infrastructure including the VMware licenses. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 99

100 Virtualization requirements Software delivery The customer receives the software delivery as one or more prepackaged Open Virtualization Appliance (OVA) files. These files are posted on the Avaya Product Licensing and Download System (Avaya PLDS). Each OVA contains the following components: The application software and operating system. Preset configuration details for: - RAM and CPU reservations and storage requirements - Network Interface Card (NIC) Patches and upgrades Each supported application requires a minimum patch level. For more information about application patch requirements, see the compatibility matrix tool at CompatibilityMatrix/Index.aspx. On the Compatibility Matrix page, select Cloud Enablement for Customer Experience Management from the drop-down list. Performance and capacities The OVA template is built with configuration values which optimize performance and follow recommended Best Practices. Caution: Modifying these values can have a direct impact on the performance, capacity, and stability of the computer. The customer can process the aforementioned impacts with the changing configuration values. Avaya Global Support Services (GSS) cannot assist in fully resolving a problem if the resource allocation changed for a virtual application. Avaya GSS might require the customer to reset the values to the optimized values before starting to investigate the problem. Resource requirement Note: The VMware resource requirements for the Avaya Pod Fx and virtual servers deployment models are same. However, the Avaya Pod Fx does not use resource reservations for CPU and memory, since the Avaya Pod Fx is in a controlled environment. Server hardware and resources VMware offers compatibility guides that list servers, system, I/O, storage, and backup compatibility with VMware infrastructure. For more information about VMware-certified compatibility guides and product interoperability matrixes, see Avaya applications that include xcaas are designed to operate with VMware vsphere 6.0, or 6.5. Software delivery and the installation is determined by the application deployment guidelines for virtualized environments. Some applications are packaged as OVAs and others are software October 2018 Deploying Partner Cloud Powered by Avaya xcaas 100

101 Avaya Aura System Manager resource requirements packages requiring the pre-installation of an operating system. The deployment guidelines must be used to compute resources requirements for vcpus, RAM, and storage. The solution supports VMware ESXi 6.0 or ESXi 6.5. The Avaya Pod Fx servers support VMware 6.0 or 6.5. Virtualized components Software component ESXi Host ESXi Hypervisor vsphere Client vcenter Server Appliance Virtualization Platform Solution Deployment Manager Open Virtualization Appliance (OVA) Description The physical machine running the ESXi Hypervisor software. A platform that runs multiple operating systems on a host computer at the same time. vsphere Client is an application that installs and manages virtual machines. vsphere Client connects to a vcenter server or directly to an ESXi host if a vcenter Server is not used. The application is installed on a personal computer or accessible through a web interface. vcenter Server provides centralized control and visibility at every level of the virtual infrastructure. vcenter Server provides VMware features such as High Availability and vmotion. Avaya-provided virtualization turnkey solution that includes the hardware and all the software including the VMware hypervisor. Centralized software management solution of Avaya that provides deployment, upgrade, migration, and update capabilities for the Avaya Aura virtual applications. The virtualized OS and application packaged in a single file that is used to deploy a virtual machine. Avaya Aura System Manager resource requirements The following resources must be available on the ESXi host before deploying the System Manager virtual machine: Software Virtualized Environment Resource requirements for System Manager Virtual CPUs 4 Virtual memory Virtual storage Minimum CPU speed based on Xeon E5620 or equivalent processor Shared Network Interface Cards 1 System Manager software 9 GB 72 GB 2.4 GHz October 2018 Deploying Partner Cloud Powered by Avaya xcaas 101

102 Virtualization requirements Avaya Aura Presence Services virtual machine resource requirements The Avaya Aura Presence Services virtual machine requires the following set of resources to be available on the ESXi host before deployment. CPU and Memory requirements Maximum number of users CPU Cores Memory Size GB GB GB GB GB GB GB GB GB GB 10, GB 11, GB 12, GB 13, GB 14, GB 15, GB 16, GB Other requirements CPU reservation 100% Memory reservation 100% CPU Speed per Core Storage on datastore Network Interface Card Important: 2.4GHz 80GB 1@1Gbps Any modification to the resource settings mentioned in the CPU and Memory requirements and Other requirements tables impacts the performance, capacity, and stability of the Presence Services virtual machine. To run the system at full capacity, the resource size requirements must be met. If you deviate from the specified requirements, the performance of the system will be affected adversely. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 102

103 Application Enablement Services resource requirements VM Interface Eth0 Application Management and Presence Services related traffic Application Enablement Services resource requirements The following resources must be available on the ESXi host before deploying the Application Enablement Services virtual machine: Software Virtualized Environment Resource requirements for AES Capacity (users) 4K endpoints Virtual CPUs: 4 CPU reservation Shared Network Interface Cards Average I/OPS 6 Average network usage Application Enablement Services software Virtual Memory: 4 GB Virtual Storage: 20 GB Minimum CPU speed: 2.4 GHz (based on Xeon E5620 or equivalent processor) 9600 MHz 1000 Mbps 75 Kbps Eth0 AES VMInterface Eth1 (optional recommendation is 2 CPUs X 2 GHz) NetworkMapping Application AES Management and CM traffic in single NIC configuration AES-CM traffic in dual NIC configuration Communication Manager resource requirements The Communication Manager virtual machine requires the following set of resources to be available on the ESXi host before deployment. Communication Manager OVA specifies the required resources. You can use Communication Manager Duplex template for high availability. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 103

104 Virtualization requirements VMware resource Simplex values Recommended Duplex values CPU core 1 3 CPU reservation 2400 MHz 8700 MHz to support up to 36,000 users Minimum CPU speed based on Xeon E5620 or equivalent processor 7200 MHz to support up to 30,000 users 2400 MHz 2900 MHz to support up to 36,000 users Memory reservation 4 GB 5 GB Storage reservation 30 GB 30 GB 2400 MHz to support up to 30,000 users Shared NICs One 1000 Mbps Two 1000 Mbps IOPS 4 4 Average Network usage 3500 Kbps 3500 Kbps Note: Note: Communication Manager duplication bandwidth requires 1Gbps for Communication Manager duplication link bursts. For more information about Communication Manager duplication bandwidth, see PSN003556u. You can deploy the Communication Manager OVA on a host that does not have the resources to allocate to the virtual machine. But the host must have the required resources to start the virtual machine. When you start the virtual machine with limited CPU resources, the system displays the Insufficient capacity on each physical CPU pop-up message. You can use the OVA file to assign the CPU reservations to the virtual machine to adjust a specific server speed. For information about adjusting the CPU resources, see Correcting the CPU resources. Utility Services resource requirements Note: In the customer environment, performance of Utility Services might vary from the average results. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 104

105 Avaya Aura Session Manager resource requirements The following resources must be available on the ESXi host before deploying the Utility Services virtual machine: VMware resource vcpu Core 1 Minimum CPU speed based on Xeon E5620 or equivalent processor CPU Reservation Memory Memory reservation Storage reservation Shared NICs Network Utilization Value 2.4 GHz n/a 1 GB n/a IOPS GB Note: Utility Services supports the Flexible Deployment option that supports the following: Default Resources: is supported by 1 GB of RAM for Utility Services and Service Port functionality. Minimal Resources: is supported by 512 MB of RAM for Utility Services and Service Port functionality and is intended for S8300D deployment only. Utility Services has three shared NICs, one each for Public, Services and Out of Band Management. Out of Band Management uses NIC 2. 5 Mbps Avaya Aura Session Manager resource requirements This guide provides multiple deployment options for Session Manager, from the smallest to the largest deployment option. For Partner Cloud Powered by Avaya xcaas, Avaya recommends the deployment option that supports 10K Devices. Session Manager Device Footprints Up to 1K Devices 2.4K Devices 3.5K Devices 4.5K Devices 7K Devices 10K Devices vcpus Minimum vcpu Resources 4,600 MHz (2 x 2300 MHz) 6,900 MHz (3 x 2300 MHz) 9,200 MHz (4 x 2300 MHz) 11,500 MHz (5 x 2300 MHz) 18,400 MHz (8 x 2300 MHz) 27,600 MHz (12 x 2300 MHz) 21.5K Devices 46,000 MHz (20 x 2300 MHz) Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 105

106 Virtualization requirements Memory 4 GB 5 GB 6 GB 7 GB 10 GB 12 GB 20 GB Storage Reservation Operating System Shared NICs SIP Devices (Normal/ Failure) CC Agents (Normal/ Failure) Presence Users (Normal/ Failure) Sessions (Sec/Hour/ Max) Database Capacities 150 GB RHEL 6.2 reusing Session Manager kick start, 64-bit Four virtual 1000 Mbps, used for: Management (eth0) Services port (eth1) ASSET (eth2) NIC bonding (eth3) 1K/1.2K 2.4K/3K 3.5K/4K 4.5K/5K 7K/8K 10K/12K 21.5K/25K 833/1K 2K/2.5K 2.9K/ K/ K/ /10K 18K/21K 1K/1.2K 2.4K/3K 3.5K/4K 4.5K/5K 7K/8K 10K/12K 18K/21K 10/36K/1 5K 24/86K/ 22.5K 35/ 126K/ 30K 45/162K/ 37.5K 70/ 256K/ 60K 100/360K/90K 18K/21K Supported database capacities for users, routing data, and so on are described in the Avaya Aura Session Manager Overview and Specification document. Note that the capacities are based on large scale solutions of 100K users or more. Smaller footprint Session Manager are not intended for use in large scale solutions and the database capacities are scaled accordingly. Avaya Aura Experience Portal resource requirements The following tables provide VMware resource requirements for Avaya Aura Experience Portal (EPM/MPP/Auxiliary) configuration when POM is not installed in the solution. VMware Resource vcpu Cores vcpu reservation Value 4 virtual sockets 1 core per socket 2400 MHz Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 106

107 Avaya Aura Experience Portal resource requirements VMware Resource Memory Memory reservation Storage reservation Shared NICs Value 4 GB 4 GB 120 GB 1 Gbps or more The following tables provide VMware resource requirements for Avaya Aura Experience Portal configuration when POM is installed as part of the solution. These resource requirements on the EPM and EPM Auxiliary enable the Avaya Aura Experience Portal platform to support outbound and inbound call flaws and applications. Table 1: Avaya Aura Experience Portal VM resource requirements VMware resource vcpu 24 vcpu reservation Memory reservation Storage reservation Shared NICs Table 2: MPP VM resource requirements VMware resource vcpu 16 vcpu reservation Memory reservation Storage reservation Shared NICs Table 3: MSSQL VM resource requirements VMware resource vcpu 24 vcpu reservation Memory reservation Storage reservation Value MHz 18 GB 350 GB 1 Gbps or more Value MHz 12 GB 120 GB 1 Gbps or more Value MHz 32 GB 500 GB Note: Service Provider must monitor the database storage to make sure that there is sufficient storage space. If storage space is about to be used up, storage Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 107

108 Virtualization requirements VMware resource Shared NICs Value space should be increased or the database needs to be adjusted. 1 Gbps or more Proactive Outreach Manager resource requirements The following tables provide VMware resource requirements for Proactive Outreach Manager configuration: VMware Resource vcpu Cores vcpu reservation Memory Memory reservation Storage reservation Shared NICs Value 8 virtual sockets 3 core per socket MHz 32 GB 18 GB 300 GB 1 Gbps or more Call Management System (CMS) resource requirements The following table provides VMware resource requirements for CMS. VMware Resource Medium configuration (Recommended) vcpu Cores 8 16 vcpu reservation 4800 MHz 9600 MHz Minimum CPU speed 2.4 GHz Xeon E5620 or equivalent Memory 16 GB 64 GB Memory reservation 8 GB 16 GB Storage reservation 600 GB 600 GB IOPS Large configuration 2.4 GHz Xeon E5620 or equivalent Shared NICs 100 Mbps 100 Mbps October 2018 Deploying Partner Cloud Powered by Avaya xcaas 108

109 Call Center Elite Multichannel resource requirements Note: Medium configuration is a multitenant deployment option that supports up to 2500 agents. Call Center Elite Multichannel resource requirements The following table provides VMware resource requirements for single instance of Call Center Elite Multichannel and you can configure up to 10 instances of Call Center Elite Multichannel. VMware resource vcpu Cores 2 vcpu reservation Minimum CPU speed Memory Memory reservation Storage reservation Shared NICs Value 4800 MHz 2.4 GHz Xeon E5620 or Equivalent 8 GB 4 GB 600 GB 1000 Mbps Call Center Elite Multichannel SQL 2008/2012 R2 Server deployment for one instance The following table provides VMware resource requirements for Call Center Elite Multichannel SQL 2008/2012 R2 Server deployment for one instance. VMware resource vcpu Cores 4 vcpu reservation Minimum CPU speed Memory Memory reservation Storage reservation Shared NICs Value 4800 MHz 2.4 GHz Xeon E5620 or Equivalent 8 GB 4 GB minimum 600 GB 1000 Mbps Call Center Elite Multichannel SQL 2008/2012 R2 Server deployment for five instances The following table provides VMware resource requirements for Call Center Elite Multichannel SQL 2008/2012 R2 Server deployment for five instances. VMware resource Value vcpu Cores 16 vcpu reservation 4800 MHz Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 109

110 Virtualization requirements VMware resource Minimum CPU speed Memory Memory reservation Storage reservation Shared NICs Value 2.4 GHz Xeon E5620 or Equivalent 32 GB 4 GB minimum 1 TB 1000 Mbps WebLM resource requirements The current software licensing structure remains the same for the Virtualized Environment. Any application that uses WebLM for licensing continues to do so with the same functionality and services. Note: Install WebLM on a stand-alone server. However, using the Centralized Licensing feature, you can install WebLM on the System Manager server that ensures all licensing requirements. In a failover scenario, the System Manager geo-redundant server administers all licenses. Eth0 is used for License Management. VMware Resource vcpu (virtual CPU) 1 Minimum CPU speed Virtual memory Virtual storage Shared NIC(s) 1 Value 2.4 GHz 1 GB 30 GB Avaya Diagnostic Server (SAL Gateway) resource requirements The following resources must be available on the ESXi host before deploying the Secure Access Link (SAL) virtual machine: Software Capacity Virtualized Environment Resource requirements for SAL Gateway Virtual CPU 2 Avaya Diagnostic Server (SAL Gateway) software 500 Elements Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 110

111 Avaya Aura Messaging resource requirements Virtual memory Virtual storage Minimum CPU speed based on Xeon E5620 or equivalent processor Shared NIC 2 GB 40 GB 2 GHz 1000Mbps Avaya Aura Messaging resource requirements Avaya Aura Messaging provides three deployment options. Service Providers can determine which option to deploy. For Partner Cloud Powered by Avaya xcaas, Avaya recommends the 10K mailbox deployment option. The 10K deployment option covers mailboxes for a minimum of 5000 administered agents plus 2500 back-office users for a total of 7.5K mailboxes. The smallest Messaging deployment option supports up to 6000 mailboxes. Hence, the smallest deployment option might not provide sufficient mailbox capacity. The 10K deployment option requires three VMs: two VMs for the application and one for Storage. Also, there is an additional 8 GB of memory for the storage VM over and beyond the 6 GB required for the application VMs. The Messaging OVA is built with configuration values that optimize performance and follow recommended best practices. After installing the OVA, adjust resource settings as needed to meet the guidelines set forth in the following table. The following set of resources must be available on the ESXi host for deploying the Messaging virtual machines: Resource requirements Combined application and storage virtual machine (Heavy traffic) Two application virtual machines and one storage virtual machine (Recommended) Medium traffic Three application virtual machines and one storage virtual machine (Heavy traffic) Note: Note: Note: Messaging is expecting to serve two calls per second. On average, each user receives nine voice messages every 24 hours. Messaging is expecting to serve a new call every 1 to 6 seconds. On average, each user receives three to six voice Messaging is expecting to serve two calls per second. On average, each user receives nine voice messages every 24 hours. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 111

112 Virtualization requirements Resource requirements Combined application and storage virtual machine (Heavy traffic) Two application virtual machines and one storage virtual machine (Recommended) Medium traffic Three application virtual machines and one storage virtual machine (Heavy traffic) messages every 24 hours. Mailboxes Ports Virtual Machines Virtual CPUs Minimum CPU speed based on Xeon E5620 or equivalent processor 2 GHz 2 GHz 2 GHz Virtual CPU reservations 8 GHz 8 GHz 8 GHz Virtual memory 6 GB Application: 6 GB Storage: 8 GB Virtual memory reservations 6 GB Application: 6 GB Storage: 8 GB Application: 6 GB Storage: 8 GB Application: 6 GB Storage: 8 GB Virtual storage 260 GB 260 GB 260 GB Average I/OPS 208 Application: 35 Shared Network Interface Cards Storage: 204 Application: 106 Storage: Mbps 1000 Mbps 1000 Mbps Average network usage 25 Mbps 25 Mbps per virtual machine 25 Mbps per virtual machine Avaya Contact Recorder resource requirements The following table provides VMware resource requirements for Avaya Contact Recorder. For more information about sizing requirements or the WFO Server Sizing tool, see Avaya Customer Furnished Equipment (CFE) Guide at Note: A dedicated NIC port per virtual server is required for IP recording. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 112

113 Avaya Control Manager resource requirements VMware resource vcpu Cores 24 vcpu reservation Minimum CPU speed Memory reservation Media IOPS 1 Value Dual 2.67 GHz CPU with Intel Supplemental SSE3 (SSSE3) support 16 GB System IOPS Up to 1000 IOPS 1 Media IOPS Requirements are 1 IOPS per recording channel. Media IOPS refers here to the storage IOPS requirement from the media partition of the Recorder. 2 System IOPS includes the operating system, software install, and log partitions. Avaya Control Manager resource requirements Avaya Control Manager services and components are installed on multiple virtual servers. Avaya Control Manager also supports a two server deployment when UM Billing is used. For more information, see Multi-server configuration in Avaya Control Manager Overview and Specification. A high-availability (HA) configuration requires the following virtual servers: Primary application server, ACM-APP-1 Secondary application server, ACM-APP-2 Primary UI server, ACM-UI-1 Secondary UI server, ACM-UI-2 Primary database server, ACM-SQL-1 Secondary database server, ACM-SQL-2 The following sections list the VMware resource requirements for each of the Avaya Control Manager virtual machines (VMs) within a single data Center. The VMware resources shown in the table are the same for the servers in Data Center 1 and Data Center 2. Note: The large VM footprint requirement supports the full advertised capacity of the Partner Cloud Powered by Avaya xcaas solution. The small VM footprint requirement can support up to 25% of the total advertised capacity of the Partner Cloud Powered by Avaya xcaas solution, that is, up to three instances and 5000 concurrent Contact Center agents, or 25,000 Unified Communication users. You can use the small footprint for a laboratory or test environment. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 113

114 Virtualization requirements Requirements for application servers ACM-APP servers VMware resource Small footprint requirement Large footprint requirement vcpu Cores 2 4 Memory 12 GB 16 GB Minimum storage reservation 120 GB 180 GB Minimum CPU speed Network Interface Controller 2.4 GHz Xeon E5620 or equivalent Single Ethernet vcpu reservation 4,000 MHz 8,000 MHz Requirements for UI servers ACM-UI servers VMware resource Small footprint requirement Large footprint requirement vcpu Cores 2 4 Memory 12 GB 16 GB Minimum storage reservation 50 GB 80 GB Minimum CPU speed Network Interface Controller 2.4 GHz Xeon E5620 or equivalent Single Ethernet vcpu reservation 4,000 MHz 8,000 MHz Requirements for SQL database servers ACM-SQL servers VMware resource Small footprint requirement Large footprint requirement vcpu Cores 4 4 Memory 16 GB 32 GB Minimum storage reservation 400 GB 700 GB Minimum CPU speed Network Interface Controller 2.4 GHz Xeon E5620 or equivalent Single Ethernet vcpu reservation 8,000 MHz 8,000 MHz (Optional) Customer-provided network load balancer Avaya Control Manager supports the Active/Active HA mode with a virtual IP address. The virtual IP address balances the users between the two Control Manager instances through an optional external customer-supplied Network Load Balancer (NLB). Avaya Aura Media Server virtual machine requirements The Avaya Aura Media Server is deployed using a vsphere client connected to a vcenter or directly to a standalone ESXi host. You can deploy an Avaya Aura Media Server in an ESXi 6.0 or ESXi 6.5 vsphere system. The Avaya Aura Media Server virtual machine requires the following set of resources to be available on the ESXi host before deployment: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 114

115 Avaya Oceana Solution and Avaya Analytics virtual machine requirements ESXi host resource CPU Memory Disk space Network bandwidth Requirement The core processor speed must be at least 2294 MHz. The total number of ESXi host vcpus cannot exceed the total number of physical CPUs. Each media server appliance requires 4 vcpus. Minimum 4670 MB of memory must be available for reservation and to accommodate 62 MB of overhead above the configured memory size of 4608 MB. Minimum 52 GB of available disk storage must be available in the ESXi datastore. A dedicated pair of 1 Gbps network interfaces must be available in a teamed, failover configuration. Alternatively, 1 Gbps of dedicated bandwidth on a pair of 10 Gbps network interfaces must be available in a teamed, failover configuration. The following vsphere features are not supported and must not be configured for Avaya Aura MS appliances: vmotion for running VMs Storage vmotion High Availability Fault tolerance VM snapshots, which adversely impact the VM disk and CPU performance For more information, see Deploying and Updating Avaya Aura Media Server Appliance from Avaya Oceana Solution and Avaya Analytics virtual machine requirements The following table provides information about the memory, disk, and vcpu requirements for each component of Avaya Oceana Solution. Note: For information about hardware requirements for Avaya Analytics, see Deploying Avaya Analytics for Oceana. Component Platform Requirem ent Avaya Oceana Cluster 1 Avaya Breeze Number of nodes 4500 Agents 2000 Agents Avaya Oceana Solution 1000 Agents 500 Agents 250 Agents Agents Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 115

116 Virtualization requirements Component Platform Requirem ent Avaya Oceana Cluster 2 Avaya Oceana Cluster 3 Avaya Oceana Cluster 4 Omnichannel Datastore Avaya Breeze Avaya Breeze Avaya Breeze Windows Memory/ node Minimum disk size/ node vcpu s/ node Number of nodes Memory/ node Minimum disk size/ node vcpu s/ node Number of nodes Memory/ node Minimum disk size/ node vcpu s/ node Number of nodes Memory/ node Minimum disk size/ node vcpu s/ node Number of nodes Memory/ node 4500 Agents 2000 Agents Avaya Oceana Solution 1000 Agents 500 Agents 250 Agents 100 Agents 96 GB 96 GB 64 GB 48 GB 48 GB 32 GB 500 GB 500 GB 500 GB 500 GB 500 GB 500 GB n/a 32 GB 32 GB 24 GB 24 GB 16 GB n/a 350 GB 350 GB 350 GB 350 GB 350 GB n/a n/a GB 32 GB 16 GB 16 GB 16 GB 12 GB 400 GB 400 GB 400 GB 400 GB 400 GB 400 GB GB 16 GB 16 GB 16 GB 16 GB 8 GB 400 GB 400 GB 400 GB 400 GB 400 GB 100 GB GB 16 GB 16 GB 16 GB 16 GB 12 GB Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 116

117 Avaya Oceana Solution and Avaya Analytics virtual machine requirements Component Platform Requirem ent Avaya Control Manager Avaya Control Manager Database Avaya Aura Media Server for Avaya Breeze Avaya Aura Device Services Windows Windows Red Hat Enterprise Linux Red Hat Enterprise Linux Minimum disk size/ node vcpu s/ node Number of nodes Memory/ node Minimum disk size/ node vcpu s/ node Number of nodes Memory/ node Minimum disk size/ node vcpu s/ node Number of nodes Memory/ node Minimum disk size/ node vcpu s/ node Number of nodes Memory/ node 4500 Agents 4 Disks (100 GB, 60 GB, 1 TB, and 60 GB) 2000 Agents 4 Disks (100 GB, 60 GB, 1 TB, and 60 GB) Avaya Oceana Solution 1000 Agents 4 Disks (100 GB, 60 GB, 1 TB, and 60 GB) 500 Agents 4 Disks (100 GB, 60 GB, 100 GB, and 60 GB) 250 Agents 4 Disks (100 GB, 60 GB, 100 GB, and 60 GB) Agents 4 Disks (100 GB, 60 GB, 100 GB, and 60 GB) 12 GB 12 GB 12 GB 12 GB 12 GB 12 GB 300 GB 300 GB 300 GB 300 GB 300 GB 300 GB GB 12 GB 12 GB 12 GB 12 GB 12 GB 300 GB 300 GB 300 GB 300 GB 300 GB 300 GB GB 8 GB 8 GB 8 GB 8 GB 8 GB 50 GB 50 GB 50 GB 50 GB 50 GB 50 GB GB 4 GB 4 GB 4 GB 4 GB 4 GB Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 117

118 Virtualization requirements Component Platform Requirem ent Avaya Aura Media Server for Web Voice/ Video (Avaya Aura Web Gateway) Avaya Aura Web Gateway Red Hat Enterprise Linux Red Hat Enterprise Linux Minimum disk size/ node vcpu s/ node Number of nodes Memory/ node Minimum disk size/ node vcpu s/ node Number of nodes Memory/ node Minimum disk size/ node vcpu s/ node 4500 Agents 2000 Agents Avaya Oceana Solution 1000 Agents 500 Agents 250 Agents 100 Agents 85 GB 85 GB 85 GB 85 GB 85 GB 85 GB GB 16 GB 16 GB 16 GB 8 GB 8 GB 50 GB 50 GB 50 GB 50 GB 50 GB 50 GB GB 8 GB 8 GB 8 GB 6 GB 6 GB 100 GB 100 GB 100 GB 100 GB 100 GB 100 GB Note: Each Avaya Breeze node of a cluster must reside on a different virtual server. For Red Hat Enterprise Linux (RHEL), Avaya Oceana Solution only supports the version that Avaya ships with the solution. For hardware requirement information about other products in Avaya Oceana Solution, see individual product deployment guides. ESXi hosts configuration The following table lists the configuration of the ESXi hosts for Avaya Breeze nodes: Processor Network Interface Disk type and speed Intel Xeon E GHz Network Interface Controller (NIC) SATA, Minimum RPM October 2018 Deploying Partner Cloud Powered by Avaya xcaas 118

119 Avaya Workforce Optimization Select resource requirements Avaya Workforce Optimization Select resource requirements The following resources must be available on the ESXi host before deploying the Avaya Workforce Optimization Select (WFOS) virtual machine. Requirements for Single box deployment server The single box deployment supports up to 150 concurrent calls. Hardware component Processor RAM Disk space Network interface controller Requirement Intel/AMD 64 bit Dual CPU Quad Core (Total 8 Core) with 2.4 GHz 16 GB RAM 500 GB Hard Disk One C drive with 75 GB SAS 10 K/15K RPM RAID1 or RAID5 HDD for Operating System, Database and System Databases One D drive with 300 GB SAS 10 K/15K RPM RAID5 HDD for web application, dumps, log files, and configuration files One E drive with 125 GB SAS 10 K/15K RPM RAID5 HDD for database storage and local call storage Two 1 Gbps NIC cards VMware resource vcpu vram vdisk vnic 2 Requirement 8 with 2.4 GHz/CPU Reservation 16 GB C: 75 GB, D: 300 GB Requirements for Multi box deployment Recorder server The multi box deployment supports 150 to 500 concurrent calls with one recorder for every concurrent calls. Hardware component Processor RAM Disk space Requirement Intel/AMD 64 bit Dual CPU Quad Core (Total 8 Core) with 2.4 GHz 8 GB RAM 500 GB Hard Disk 64 bit Operating System with Service Pack One C drive with 75 GB SAS 10 K/15K RPM RAID1 or RAID5 HDD for Operating System, Database and System Databases Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 119

120 Virtualization requirements Hardware component Network interface controller Requirement One D drive with 300 GB SAS 10 K/15K RPM RAID5 HDD for web application, dumps, log files, and configuration files One E drive with 125 GB SAS 10 K/15K RPM RAID5 HDD for database storage and local call storage Two 1 Gbps NIC cards The deployment requires one VM Recorder instance for every 250 concurrent G.711, G722, or 450 concurrent G.729 calls VMware resource vcpu vram vdisk vnic 2 One VM Recorder Requirement 8 with 2.4 GHz/CPU Reservation 8 GB C: 75 GB, D: 300 GB For every 250 concurrent G.711 or 450 concurrent G.729 calls Requirements for Multi box deployment Application and Database server The multi box deployment supports 150 to 500 concurrent calls. Hardware component Processor RAM Disk space Network interface controller Requirement Intel/AMD 64 bit Dual CPU Quad Core (Total 8 Core) with 2.4 GHz 16 GB RAM 500 GB Hard Disk 64 bit Operating System with Service Pack One C drive with 75 GB SAS 10 K/15K RPM RAID1 or RAID5 HDD for Operating System, Database and System Databases One D drive with 150 GB SAS 10 K/15K RPM RAID5 HDD for web application, dumps, log files, and configuration files One E drive for database storage Two 1 Gbps NIC cards VMware resource Requirement vcpu 8 with 2.4 GHz/CPU Reservation vram 16 GB vdisk C: 75 GB, D: 300 GB vnic 1 October 2018 Deploying Partner Cloud Powered by Avaya xcaas 120

121 Avaya Aura Device Services resource requirements Avaya Aura Device Services resource requirements This guide provides multiple deployment options for Avaya Aura Device Services, from the smallest to the largest deployment option. For Partner Cloud Powered by Avaya xcaas, Avaya recommends the deployment option that supports 10K Devices. Session Manager Device Footprint AADS device footprints CPU Minimum Up to 2.5K Devices (Profile 1) Up to 750 Devices (Profile 1) 2.5K to 4.5K Devices (Profile 2) Up to 1350 Devices (Profile 2) 2300 MHz, Hyper-threaded 4.5K to 7K Devices (Profile 3) Up to 2100 Devices (Profile 3) 7K to 10K Devices (Profile 4) Up to 3000 Devices (Profile 4) vcpus CPU MHz Reservation Memory Reservation (MB) K to 23.3K Devices (Profile 5) Up to 5240 Devices (Profile 5) Avaya Equinox resource requirements Avaya recommends the use of VMware deployments on customer provided servers or on Avaya POD FX. Offer Virtual Appliance Virtualized Environment Server provided by Hypervisor VMware licenses Server and virtualization management HP ProLiant DL360 G9 Dell PowerEdge R630 Avaya Virtualization Platform (AVP) Included in Virtual Appliance offer from Avaya Solution Deployment Manager as an external application for Avaya Equinox for Over The Top Solution Deployment Manager with Avaya Aura for Avaya Equinox for Team Engagement Customer Customer-provided VMware Customer-provided VMware vcenter and Solution Deployment Manager VMware training required None VMware certification Matching hardware server specifications with your product October 2018 Deploying Partner Cloud Powered by Avaya xcaas 121

122 Virtualization requirements Configur ation Capacity Server CPU (process or x physical cores) Server RAM (GB) VM Minimum vcpu s VM CPU Reserv ation (MHz) RAM Reservat ion (GB) DISK Reservat ion Usage Low 2.4 x Distribute d Managem ent Node server User Portal + Web Gateway or H.323 Gatekeep er Medium High 2.5 x Medium Scale All-In- One Managem ent Server (with Equinox Managem ent & Web Gateway) OTT Capacity (Calls/ Register ed Users) H.323 2,000/10, 000 User Portal + Web Gateway 1,000/10, 000 Medium (All In One) 2,000/30, 000 High 7,500/150,000 High (with Equinox Managem ent but without User Portal + Web Gateway, OTT/TE) Internal H.323 Gatekeep er capacity limited Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 122

123 Avaya Equinox resource requirements Configur ation Capacity Server CPU (process or x physical cores) Server RAM (GB) VM Minimum vcpu s VM CPU Reserv ation (MHz) RAM Reservat ion (GB) DISK Reservat ion Usage (see Important note below table) Capacity (Calls/ Register ed Users) Important: When User Portal + Web Gateway resides with Equinox Management server, select the Medium-High VM model. H.323 Gatekeeper is limited to 2,000 calls (10,000 registrations); to increase capacity, use distributed Management Node VMs. User Portal + Web Gateway is limited to 3,000 calls. To increase capacity, use distributed Management Node VMs. The following table describes the usability and capacities for the various VM models used in Equinox Management. VM Model Usability Required License Set Usage By Capacity Low Distributed User Portal + Web Gateway - Small Management Server License Low H.323 Gatekeeper Management Server License Medium-High Medium-High All-in-one Medium (Equinox Management, B2B, H.323 Gatekeeper, Equinox Conference Control, User Portal + Web Gateway) High scale management (Equinox Management, B2B, Management Server License Management Server License Activating components through the Equinox Management UI Activating component through the Equinox Management UI VM automatically becomes all-in-one when User Portal + Web Gateway is activated. Capacity limitations are enforced by Equinox Management. VM automatically becomes HIGH when User Portal + Web Gateway is 1,000 Web Gateway calls 2,000 User Portal sessions 2,000 calls 10,000 registrations 2,000 total calls (including 1,000 Web Gateway calls) 30,000 registered users 2,000 User Portal sessions 7,500 total calls 150,000 registered users (400,000 unregistered users) Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 123

124 Virtualization requirements VM Model Usability Required License Set Usage By Capacity Medium-High H.323 Gatekeeper, Equinox Conference Control) Distributed User Portal + Web Gateway - Medium Management Server License Deployment configuration-wise virtual machine requirement Requirement Server CPU (processor speed * physical cores) Ultra High configuration High configuration inactive by administrator. Relevant for TE and large OTT deployments. VM automatically becomes User Portal + Web Gateway when receiving license Medium configuration 2,000 H.323 Gatekeeper calls 2,000 Web Gateway calls 4,000 portal sessions Low configuration 2.5 GHz * 24 cores 2.5 GHz * 16 cores 2.0 GHz * 12 cores 2.0 GHz * 6 cores Virtual cores CPU reservation in MHz RAM reservation in GB Disk space reservation in GB NIC Maximum licenses applicable in Over The Top deployment Maximum supported ports Audio-only licenses 40 ports for 720p*30 video 20 ports for 720p*30 video 10 ports for 720p*30 video 200 ports for audio or 2000 ports for audio or 1000 ports for audio or 500 ports for audio Related links Avaya Aura Web Gateway resource requirements on page 124 Avaya Aura Web Gateway resource requirements The following section outlines the resource profile specifications for differently sized virtual machines. Extra NICs are not supported. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 124

125 Equinox Media Server resource requirements VMware resource Specifications 4 vcpu, 6 GB virtual machine 8 vcpu, 12 GB virtual machine vcpu CPU reservation 4600 MHz 9200 MHz MHz Memory 6 GB 12 GB 16 GB Hard disk 100 GB 100 GB 100 GB Minimum clock speed 2600 MHz 2600 MHz 2600 MHz Capacity 1250 Conferencing or Avaya Equinox sessions 2000 Avaya Aura Web Gateway sessions Related links Avaya Equinox resource requirements on page Conferencing or Avaya Equinox sessions 3000 Avaya Aura Web Gateway sessions 16 vcpu, 16 GB virtual machine 3000 Conferencing sessions 5000 Avaya Equinox sessions 4000 Avaya Aura Web Gateway sessions Equinox Media Server resource requirements Note: The Low configuration deployment is only for migrations from existing Avaya Aura Conferencing deployments when you need to use the existing server. The Low configuration applies only to Avaya Equinox Team Engagement deployments and supports a maximum of 200 audio-only ports with web collaboration. In the Full Audio, Video, and Web Collaboration working mode, the maximum supported ports for 720p*30fps video is exclusive of audio ports. In the High Capacity Audio and Web Collaboration mode, the maximum supported ports for audio in each deployment type also includes support for web collaboration. Deployment configuration-wise virtual machine requirement Requirement Server CPU (processor speed * physical cores) Ultra High configuration 2.5 GHz * 24 cores 2 High configuration Medium configuration Low configuration 2.5 GHz * 16 cores 2.0 GHz * 12 cores 2.0 GHz * 6 cores Virtual cores Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 125

126 Virtualization requirements Requirement CPU reservation in MHz RAM reservation in GB Disk space reservation in GB Ultra High configuration High configuration Medium configuration NIC Maximum licenses applicable in Over The Top deployment Maximum supported ports Low configuration Audio-only licenses 40 ports for 720p*30 video or 2000 ports for audio 20 ports for 720p*30 video or 1000 ports for audio 10 ports for 720p*30 video or 500 ports for audio 200 ports for audio Avaya Breeze for Equinox attendant snap-in resource requirements For VMware resource requirements, see Capacity and scalability specifications section in Deploying and Administering Avaya Equinox Attendant. Pre-deployment checklist # Task Link/Notes 1 Register for PLDS. See Registering for PLDS on page Download the software from PLDS. See Downloading software from PLDS on page Verify the downloaded OVA. See Verifying the downloaded OVA on page Download the release notes for the products that you are planning to deploy. See October 2018 Deploying Partner Cloud Powered by Avaya xcaas 126

127 Pre-deployment checklist Registering for PLDS 1. Go to the Avaya Product Licensing and Delivery System (PLDS) website at plds.avaya.com. The PLDS website redirects you to the Avaya single sign-on (SSO) webpage. 2. Log in to SSO with your SSO ID and password. 3. On the PLDS registration page, register as: An Avaya Partner: Enter the Partner Link ID. To know your Partner Link ID, send an to A customer: Enter one of the following: - Company Sold-To - Ship-To number - License authorization code (LAC) 4. Click Submit. Avaya sends the PLDS access confirmation within one business day. Material codes The Material codes that are associated with the OVAs/virtual appliances in Avaya are available in System Design Tool (ASD). For more information, consult Avaya Professional Services. Downloading software from PLDS 1. In your web browser, type to go to the Avaya PLDS website. 2. On the PLDS website, enter your Login ID and password. 3. On the Home page, select Assets. 4. Select View Downloads. 5. Click the search icon ( ) for Company Name. 6. In the Search Companies dialog box, do the following: a. In the %Name field, type Avaya or the Partner company name. b. Click Search Companies. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 127

128 Virtualization requirements c. Locate the correct entry and click the Select link. 7. Search for the available downloads by using one of the following: In Download Pub ID, type the download pub ID. In the Application field, click the application name. 8. Click Search Downloads. 9. Scroll down to the entry for the download file, and click the Download link. 10. Select a location where you want to save the file, and click Save. 11. (Optional) If you receive an error message, click the message, install Active X, and continue with the download. 12. (Optional) When the system displays the security warning, click Install. When the installation is complete, PLDS displays the downloads again with a check mark next to the downloads that have completed successfully. Verifying the downloaded OVA Verifying the OVA on a Linux-based computer About this task Use this procedure to verify that the md5 checksum of the downloaded OVA matches the md5 checksum that is displayed for the OVA on the PLDS website. Use this procedure if you downloaded OVA to a Linux-based computer. 1. Enter md5sum filename, where filename is the name of the OVA. Include the.ova file extension in the filename. 2. Compare the md5 checksum of the OVA to be used for installation with the md5 checksum that is displayed for the OVA on the PLDS website. 3. Ensure that both checksums are the same. 4. If the numbers are different, download the OVA again and reverify the md5 checksum. Verifying the OVA on a Windows-based computer About this task Use this procedure to verify that the md5 checksum of the downloaded OVA matches the md5 checksum that is displayed for the OVA on the PLDS website. Use this procedure if you downloaded OVA files to a Windows-computer. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 128

129 Deployment guidelines 1. Download a tool to compute md5 checksums from one of the following websites: Note: Avaya has no control over the content published on these external sites. Use the content only as reference. 2. Run the tool on the downloaded OVA and note the md5 checksum. 3. Compare the md5 checksum of the OVA to be used for installation with the md5 checksum that is displayed for the OVA on the PLDS website. 4. Ensure that both numbers are the same. 5. If the numbers are different, download the OVA again and reverify the md5 checksum. Deployment guidelines The high-level deployment steps are: 1. Deploy the OVA or OVAs. 2. Configure the application. 3. Verify the installation. The deployment guidelines for the virtual appliances are: Deploy as many virtual appliances on the same host as possible. Deploy the virtual appliances on the same cluster if the cluster goes beyond the host boundary. Segment redundant elements on a different cluster, or ensure that the redundant elements are not on the same host. Plan for rainy day scenarios or conditions. Do not configure resources only for traffic or performance on an average day. Do not oversubscribe resources. Oversubscribing affects performance. Monitor the server, host, and virtual appliance performance. Important: The values for performance, occupancy, and usage can vary greatly. The blade server might run at 5% occupancy, but a virtual machine might run at 50% occupancy. Note that a virtual machine behaves differently when the CPU usage is higher. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 129

130 Virtualization requirements Checklist for deploying OVA No. Task Description Notes 1 Deploy Avaya Aura System Manager OVA. 2 Deploy Avaya Aura Presence Services OVA. 3 Deploy Application Enablement Services OVA. 4 Deploy Avaya Aura Communication Manager OVA. 5 Deploy Avaya Aura Session Manager OVA. 6 Deploy Avaya Aura Utility Services OVA. 7 Deploy Avaya Diagnostic Server (SAL Gateway). For more information, see Deploying Avaya Aura System Manager. For more information see, Deploying Avaya Aura Presence Services on VMware For more information, see Deploying Avaya Aura Application Enablement Services in Virtualized Environment. For more information, see Deploying Avaya Aura Communication Manager on VMware in Virtualized Environment. For more information, see Deploying Avaya Aura Session Manager using VMware in the Virtualized Environment. For more information, see Deploying Avaya Aura Utility Services using VMware in the Virtualized Environment. For more information, see Deploying Avaya Diagnostic Server using VMware in the Virtualized Environment. 8 Deploy Avaya WebLM. For more information, see Deploying Avaya WebLM using VMware in Virtualized Environment. 9 Deploy Avaya Aura Experience Portal OVA. 10 Deploy Avaya Aura Call Center Elite Multichannel OVA. For more information, see Deploying Avaya Aura Communication Manager on VMware. There are 3 modes to deploy the Avaya Aura Call Center Elite Multichannel OVA. There are minor differences between deploying EMC Full, EMC Core, and EMC IDS. Note: Install Virtual Agent as part of the Call Center Elite Multichannel installation. For more information about the services that you must disable, see Deploying Avaya Aura Call Center Elite Multichannel OVA section in this guide. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 130

131 Checklist for deploying OVA No. Task Description Notes 11 Deploy Avaya Aura Messaging OVA. 12 Deploy Avaya Contact Recorder OVA. 13 Deploy Avaya Control Manager. 14 Deploy Avaya Call Management System OVA. 15 Deploy Avaya Aura Media Server OVA. 16 Deploy Avaya Aura Session Border Controller OVA. 17 Deploy Avaya Aura Experience Portal OVA. 18 Deploy Avaya Equinox OVA. For more information, see Deploying Avaya Aura Call Center Elite Multichannel in an Avaya Customer Experience Virtualized Environment. For more information, see Deploying Avaya Aura Messaging using VMware in the Virtualized Environment. For more information, see Avaya Contact Recorder VMware guide. You must involve Avaya Professional Services to install Avaya Control Manager on VMware. For more information, see Deploying Avaya Call Management System in an Avaya Customer Experience Virtualized Environment. For more information, see Deploying and Updating Avaya Aura Media Server Appliance. For more information, see Deploying Avaya Session Border Controller in Virtualized Environment. For more information, see Deploying Avaya Aura Experience Portal in Avaya Customer Experience Virtualized Environment. For more information, see Deploying Avaya Equinox Solution. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 131

132 Chapter 9: Hosted provider solution component configuration Hosted provider solution component configuration Before adding enterprises and end users in the Partner Cloud Powered by Avaya xcaas solution, you must configure the following media and data center components at your hosted provider site: Avaya Aura Communication Manager with Avaya Aura Call Center Elite Avaya Session Border Controller for Enterprise Avaya Aura System Manager Avaya Aura Session Manager Avaya Diagnostic Server (SAL Gateway) Avaya Aura Experience Portal Avaya Control Manager Avaya Call Management System Avaya Aura Application Enablement Services Avaya Aura Workforce Optimization or Avaya Workforce Optimization Select Avaya Aura Messaging Avaya Aura Call Center Elite Multichannel or Avaya Oceana Solution G450 Branch Gateway or Avaya Aura Media Server or both Avaya Esna Officelinx Configuring Avaya Aura Communication Manager Use the following checklist to identify the tasks you must perform to configure Avaya Aura Communication Manager for the Partner Cloud Powered by Avaya xcaas solution. The procedures in this section describe how to configure Avaya Aura Communication Manager using the System Manager web interface. You can also use other direct interfaces, such as the SAT tool, PuTTY, or the Provision tool to configure Avaya Aura Communication Manager. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 132

133 Hosted provider solution component configuration No. Task Notes 1 Make sure you have access to the System Manager web interface. 2 Configure server role. None. 3 Configure network and IP addresses. 4 Configure Duplicate parameters. None. 5 Configure feature access codes. None. 6 Configure timers. None. 7 Establish Daylight Savings Time rules. To access Avaya Aura Communication Manager, when you log in to the System Manager web interface, select the Home tab. Under Elements, select Communication Manager. If end users are using Avaya one-x Agent in H. 323 mode, you must configure the NAT firewall IP address. In Avaya Aura Communication Manager, you can assign only one IP-Network-region for each customer. The region of the first customer must start with 11 as you must reserve the first 10 regions for Avaya. The IP-Regions 250 is used for the MPLS region. You can configure ip-codec-set between local and other regions. The Solution supports only G.729 and G.711 codecs. Therefore, set your Fax settings accordingly with the service provider capabilities. None. 8 Configure tone generation. None. 9 Configure date and time. You should configure the date and time settings in System Platform. You can view and update the date and time settings with the Avaya Aura 10 Configure classes of restriction and classes of service. Communication Manager System Management interface. Classes of restriction allow you to restrict end user call origination and termination privileges. Classes of service allow you to select the features that end users have access to. 11 Configure dial plans. Configure global dial plan on Avaya Aura Communication Manager and individual dial plans for each customer on Avaya Control Manager. 12 Configure enterprises. You must configure the following: Tenant partitioning. Avaya Aura Communication Manager location. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 133

134 Hosted provider solution component configuration No. Task Notes 13 Configure routing patterns. None. 14 Configure SIP signaling and trunk groups. Every customer can have only one Tenant group in ACCCM. The tenant group of the first customer must start with 11 as you must reserve the first 10 tenants for Avaya. You must configure a SIP signaling trunk between CM and each SM to route internal calls to extensions, AAM, AEP, and calls to PSTN. For example, for two SM, you must configure two SIP signaling trunks. That is, from CM to one SM and from CM to another SM. You must configure a SIP trunk group between CM and each SM to route internal calls to extensions, AAM, AEP, and calls to PSTN. For example, for two SM, you must configure two SIP trunks groups. That is, from CM to one SM and from CM to another SM. 15 Configure private numbering. Do not use any internal CLI. Define public and private numbers in a single global E.164 based dial plan. 16 Configuring Vectors and VDNs. You need to configure through Avaya Control Manager. 17 Setting up multiple locations. Each customer can have only one location. The location of the first customer must start with 11 as you must reserve the first 10 locations for Avaya. 18 Setting up hunt groups. If you have not configured the hunt groups initially while setting up the system, you can set up the hunt groups directly through Avaya Control Manager. 19 Creating coverage path. If you have not created coverage paths initially while setting up the system, you can create the coverage paths directly through Avaya Control Manager. 20 Administering Clock synchronization over IP. 21 Saving your configuration changes. None. None. 22 xcaas specific configurations. None. 23 Configuring Avaya Aura Communication Manager in Virtualized environment. None. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 134

135 Hosted provider solution component configuration Communication Manager configuration To complete the installation, you must use the Communication Manager System Management Interface (SMI) to complete the configuration tasks. You must also have IP forwarding enabled. If you disabled it as part of the System Platform installation, see Enabling IP forwarding to access System Platform through the services port on page 135. The primary areas are: Server role Use to indicate whether the server is a main, survivable core, or survivable remote server. Network configuration Use to configure the IP-related settings for the server. Many of the fields are prepopulated with data generated as part of the System Platform and template installation. Duplication parameters Use to configure the duplication settings if you installed the Duplex Main/Survivable Core template. Enabling IP forwarding to access System Platform through the services port About this task To access virtual machines on System Platform by connecting a laptop to the services port, you must enable IP forwarding on Domain-0. You must enable IP forwarding to access both SSH and the System Platform Web Console. You can set the IP forwarding status to be enabled or disabled during System Platform installation. The system enables IP forwarding by default. Note: For security reasons, always disable IP forwarding after finishing your task. 1. To enable IP forwarding: a. Start an SSH session. b. Log in to Domain-0 as administrator. c. In the command line, type ip_forwarding enable. 2. To disable IP forwarding: a. Start an SSH session. b. Log in to Domain-0 as administrator. c. In the command line, enter ip_forwarding disable. Server role configuration An alternative to the previous command is service_port_access disable. A telephony system may be made up of several servers, each fulfilling a certain role, such as main or primary server, a second redundant server, or Survivable Core server. You configure the individual server roles using the System Management Interface. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 135

136 Hosted provider solution component configuration Depending on the server role, configure at least two of the following data: Server settings Survivable data Memory Template type and server role The Communication Manager template installed on the server determines which roles are available. The following table summarizes the roles for which you can configure the individual servers: Template type Main or primary server Survivable Core server Second server Simplex Main/Survivable Core Duplex Main/Survivable Core Embedded Main Configuring server role Before you begin Log into Communication Manager System Management Interface. 1. In the menu bar, click Administration > Server (Maintenance). 2. Click Server Configuration > Server Role. 3. In the Server Role page, fill-in the fields from the following sets: a. Server Settings b. Configure Survivable Data Note: If you are configuring server role for the main server, this set will not be displayed. c. Configure Memory 4. Click Change to apply the server role configuration. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 136

137 Hosted provider solution component configuration Server Role field descriptions Server Settings field descriptions Name This Server is SID MID Description Specifies the role of the server. The possible server roles are: a main server : Select this role if a primary server. an enterprise survivable server (ESS) : Select this role if a survivable core server. a local survivable server (LSP) : Select this role if a survivable remote server. Is the system ID. This ID must be the same for the main server and each survivable server. Avaya provides the system ID when you submit the Universal Install/SAL Product Registration Request form. Is the module ID. The main server module ID must be 1 and that of other servers must be unique and 2 or above. If a survivable remote server, the MID must match the Cluster ID/MID for that server. Configure Survivable Data field descriptions Name File Synchronization address at the main cluster (PE address) File Synchronization address at the alternate main cluster (PE address) Description Are the IP addresses of the NICs of the main server and the second redundant server connected to a LAN to which the Survivable Remote or the Survivable Core server is also connected. Note: If a second server is not used, do not fill in this field. The Survivable Remote or the Survivable Core server must be able to ping these addresses. Avaya recommends use of the enterprise LAN for file synchronization. Is the IP address of the interface to be used as alternate file synchronization interface. Refer to the File Synchronization address at the main cluster (PE Address) field description for information on how to fill in this field. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 137

138 Hosted provider solution component configuration Configure Memory field descriptions Name This Server's Memory Setting Main Server's Memory Setting Description Is this server's template-specific memory settings. Each template has a memory size value associated with it: Large Survivable, Medium Survivable, or Small Survivable. The choices vary depending on the template installed. The choice must be equal to or less than the memory setting for the main server. Note: When you configure S8300E or S8300D Server as a local survivable processor, the system displays the value of the This Server s Memory Setting field as Small Survivable. Is the main server's template-specific memory settings. The choices are Large, Medium, or Small and vary depending on the template installed. Button descriptions Name Change Restart CM Description Updates the system configuration files with the current values on the page and restarts the Communication Manager processes. Updates the system configuration files with the current values on the page. Note: Communication Manager network configuration Click Restart CM only after configuring the complete settings of the server. Too many restarts may escalate to a full Communication Manager reboot. Use the Network Configuration page to configure the IP-related settings for the server. Note: Some of the changes made on the Network Configuration page may affect the settings on other pages under Server Configuration. Make sure that all the pages under Server Configuration have the appropriate configuration information. The Network Configuration page enables you to configure or view the settings for the hostname, alias host name, DNS domain name, DNS search list, DNS IP addresses, server ID, and default gateway. If the configuration setting for a field is blank, you can configure that setting from the Network Configuration page. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 138

139 Hosted provider solution component configuration If the configuration setting for a field is already obtained from an external source, such as System Platform or Console Domain, that field is view-only. If you want to change the configuration setting obtained from an external source, you must navigate to the external source used to configure the setting. You can also configure the IP-related settings for each Ethernet port to determine how each Ethernet port is to be used (functional assignment). Typically, an Ethernet port can be configured without a functional assignment. However, any Ethernet port intended for use with Communication Manager must be assigned the correct functional assignment. Make sure that the Ethernet port settings in the Network Configuration page match the physical connections to the Ethernet ports. However, the labels on the physical ports may be shifted by 1. For example, eth0 may be labeled as 1 and eth1 may be labeled 2 and so on. Ethernet ports may be used for multiple purposes, except for the services port. Currently, there is no services port within Communication Manager. The Network Configuration page displays the network interfaces that will be used by Communication Manager. This will be eth0 for all Communication Manager templates except CM_Duplex. For CM_Duplex, the network interfaces will be eth0 and eth1. To activate the new settings in the server, you must restart Communication Manager. Make sure that you restart Communication Manager only after configuring the complete settings of the server. Too many restarts may escalate to a full Communication Manager reboot. Configuring the Communication Manager network Before you begin Log in to Communication Manager System Management Interface on the server on which you want to configure the network. About this task For the Duplex Survivable Core template, additional fields display for configuring Communication Manager for duplication. This enables Communication Manager to duplicate data on the second server. 1. In the menu bar, click Administration > Server (Maintenance). 2. Click Server Configuration > Network Configuration. 3. Fill in all the fields. For configuring the Communication Manager Duplex Survivable Core OVA, the system displays additional fields. You can use the same values to duplicate the data on the second Communication Manager server. If IPv6 is not enabled, you cannot configure the IPv6 fields. For field descriptions, see the Network Configuration field descriptions section. 4. Click Change to save the network configuration. 5. Click Restart CM. Note: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 139

140 Hosted provider solution component configuration If configuring for duplication, restart Communication Manager only after you configure the duplication parameters. It takes about 2 minutes to start and stabilize the Communication Manager processes. Additional time is required to start the port networks, the gateway, and the phones, depending on your enterprise configuration. Network Configuration field descriptions Name Host Name Alias Host Name DNS Domain Search Domain List Primary DNS Secondary DNS Tertiary DNS Server ID Default Gateway IPv4 Default Gateway IPv6 IP Configuration Description Is the host name of the server and is often aligned with the DNS name of the server. Is the alias host name for duplicated servers only. When the server is duplicated and is running in survivable mode, make sure that the alias host name field is populated. Is the domain name server (DNS) domain of the server. Is the DNS domain in the form of domain.com, for example. If more than one list, separate them with commas. Is the DNS domain name for the search list in the form of, for example, domain.com. If more than one search list name, separate them with commas. Is the primary DNS IP address. Is the secondary DNS IP address. This field is optional. Is the tertiary DNS IP address. This field is optional. Is the unique server ID, which is a number between 1 and 256. If a duplicated server or survivable server, the number cannot be 1. Is the default gateway IP address. The IPv6-compliant IP address of the default gateway. Is the set of parameters for configuring an Ethernet port. The parameters are: IPv4 Address Subnet Mask IPv6 Address Prefix Alias IP Address: IPv4 Address (for duplicated servers only) Alias IP Address: IPv6 Address (for duplicated servers only) Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 140

141 Hosted provider solution component configuration Name Functional Assignment. Description Note: You may configure as many Ethernet ports as available on the NICs of your server. Corporate LAN/Processor Ethernet/Control Network Corporate LAN/Control Network Duplication Link Button descriptions Name Change Restart CM Description Updates the system configuration files with the current values on the page and restarts the Communication Manager processes. Updates the system configuration files with the current values on the page. Duplication parameters configuration Duplication parameters Note: Click Restart CM only after configuring the complete settings of the server. Too many restarts may escalate to a full Communication Manager reboot. When you install the Duplex Main/Survivable Core template, the system displays the Duplication Parameters page. Configuring duplication parameters ensures that your telephony applications run without interruption even as the primary server faces operational problem. Duplicated Communication Manager servers are not the same thing as the System Platform High Availability Failover feature. The duplication type setting must be the same for both servers. If you are changing the already configured duplication parameters, make sure that you do it in the following order: 1. Busy-out the standby server and change the settings on the standby server. 2. Change the settings on the active server. This causes a service outage. 3. Release the standby server. Important: Changing the duplication parameters on the active server results in the standby server becoming the active server. Moreover, the new active server will not be available for call processing. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 141

142 Hosted provider solution component configuration In the Duplication Parameters page, configure the following settings for the server: Duplication type for the servers: Communication Manager supports two server duplication types software-based duplication and encrypted software-based duplication. Duplication parameters of the other server: Configure the hostname, server ID, Corporate LAN IP address and the duplication link IP address for the other server. Processor Ethernet parameters: Configure the Processor Ethernet interchange priority level for the server and the IP address that enables the server to determine whether its Processor Ethernet interface is working or not. Configuring duplication parameters Before you begin Log in to Communication Manager System Management Interface. 1. In the menu bar, click Administration > Server (Maintenance). 2. Click Server Configuration > Duplication Parameters. 3. Fill in all the fields for the server. If IPv6 is not enabled, you cannot configure the IPv6 fields. For field descriptions, see the Duplication Parameters field descriptions section. 4. Click Change. 5. Click Restart CM. In the pop-up confirmation page, click Restart Now if you want to restart the server immediately. Click Restart Later, if you want to restart the server later. Duplication Parameters field descriptions Name Select Server Duplication Hostname Description Specifies the duplication method. The choices are: This is a duplicated server using softwarebased duplication: Software-based duplication provides memory synchronization between an active and a standby server by using a TCP/IP link. This is a duplicated server using encrypted software-based duplication: Encrypted softwarebased duplication provides memory synchronization between an active and a standby server by using AES 128 encryption. Is the host name of the other server. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 142

143 Hosted provider solution component configuration Name Server ID Corporate LAN/PE IP Duplication IP PE Interchange Priority IP address for PE Health Check Description Is the unique server ID of the other server, which must be an integer between 1 and 256. IPv4: Is the IP address for the Corporate LAN/ Processor Ethernet interface for the other server. IPv6: Is the IPv6-compliant address for the Corporate LAN/Processor Ethernet interface for the other server. IPv4: Is the IP address of the duplication interface of the other server. This is typically for the first server and for the second server. IPv6: Is the IPv6-compliant address of the duplication interface of the other server. Is a simple relative priority as compared to IPSIs in configurations that use both Processor Ethernet and IPSIs. Select one of the following priority levels: HIGH: Favors the server with the best PE state of health (SOH) when PE SOH is different between servers. EQUAL: Counts the Processor Ethernet interface as an IPSI and favors the server with the best connectivity count. LOW: Favors the server with the best IPSI connectivity when IPSI SOH is different between servers. IGNORE: Does not consider the Processor Ethernet in server interchange decisions. IPv4: Is the IP address that enables the server to determine whether its PE interface is working or not. Note: The network gateway router is the default address. However, you can use the IP address of any other device on the network that responds. IPv6: Is the IPv6-compliant address that enables the server to determine whether its PE interface is working or not. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 143

144 Hosted provider solution component configuration Button descriptions Name Change Restart CM Description Updates the system configuration files with the current values on the page and restarts the Communication Manager processes. A dialog box is displayed with three buttons: Restart Now, Restart Later, and Cancel. Note: Click Restart Now only after configuring the complete settings of the server. Too many restarts may escalate to a full Communication Manager reboot. Updates the system configuration files with the current values on the page. Feature access codes Note: Click Restart CM only after configuring the complete settings of the server. Too many restarts may escalate to a full Communication Manager reboot. Users can use Feature Access Codes (FAC) to activate and deactivate features from their telephones. A user who knows the FAC for a feature does not need a programmed button to use the feature. For example, if the FAC for the Last Number Dialed is *33, then users can re-dial a telephone number by entering the FAC, rather than requiring a Last Number Dialed button. Many features already have factory-set feature access codes. You can use these default codes, or you can change them to codes that make more sense to you. However every FAC must conform to your dial plan and must be unique. Configuring feature access codes Before you begin You must be logged in to the Communication Manager System Management interface. About this task You must configure Automatic Alternate Routing (AAR), Automatic Route Selection (ARS), and attendant FACs for the Partner Cloud Powered by Avaya xcaas solution. You might also need to configure other FACs depending on enterprise requirements. 1. Select System > Feature Access Codes. 2. In the Feature Access Codes List, click Edit. 3. Under Feature Access Code (FAC), fill out the fields on each page. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 144

145 Hosted provider solution component configuration 4. Click Enter to save your changes. Configuring timers, SNMP parameters, and music and announcement rules About this task You must use the system-parameters ip-options pages to configure: Timers Media gateway settings SNMP parameters Music rule preferences Announcement rule preferences The system uses the default music and on-hold announcements. However, when adding an enterprise to the solution, you can customize the music and announcements for that enterprise. 1. Log in to the System Manager interface. 2. Select Communication Manager > Element Cut-Through. 3. From the list of elements, click the link of the element that you want to configure. 4. Type display system-parameters ip-options and press Enter. 5. Click Edit. 6. On page 1, configure the timers and media gateway settings that you need. You must enter the data for the fields under: IP Media Packet Performance Thresholds RTCP Monitor Server Automatic Trace Route On H.248 Media Gateway 7. On page 3, in SNMP Parameters, update the SNMP parameter settings. 8. On page 3, in Music/Announcements IP-Codec Preferences, specify music and announcement rules. 9. To save the changes, click Enter. Establishing Daylight Savings Time rules Before you begin You must be logged in to the System Manager interface. About this task Use Communication Manager to set the daylight saving time rules so that features, such as timeof-day routing and call detail recording (CDR), adjust automatically to daylight saving time. The correct date and time ensure that CDR records are correct. You can set daylight saving time rules October 2018 Deploying Partner Cloud Powered by Avaya xcaas 145

146 Hosted provider solution component configuration to transition to and from daylight saving time outside of normal business hours, so the number of affected CDR records is small. You can set up 15 customized daylight saving time rules. With this, Communication Manager administrators with servers in several different time zones can set up a rule for each. A daylight saving time rule specifies the exact time when you want to transition to and from daylight saving time. It also specifies the increment at which to transition (for example, 1 hour). 1. Select Element Cut-Through. 2. From the list of elements, click the link for the element you want to configure. 3. Type change daylight-savings-rules. 4. Press Enter. Rule 1 applies to all time zones in the U.S. and begins on the first Sunday on or after March 8 at 2:00 a.m. with a 01:00 increment. Daylight Saving Time stops on the first Sunday on or after November 1 at 2:00 a.m., also with a 01:00 increment used as a decrement when switching back to standard time. This is the default. The increment is added to standard time at the specified start time, and the clock time shifts by that increment for example, for 01:59:00 to 01:59:59 the clock time shows 01:59 and at 02:00 the clock shows 03:00. On the stop date, the increment is subtracted from the specified stop time (for example, for 01:59:00 to 01:59:59 the clock time shows 01:59 and at 02:00 the clock shows 01:00). Note: You cannot delete a daylight saving rule if it is in use on either the Locations or Date and Time screens. However, you can change any rule except rule 0 (zero). The system displays the Daylight Saving Rules screen. 5. To add a Daylight Saving Time rule, complete the Start and Stop fields with the day, month, date, and time you want the system clock to transition to Daylight Saving Time and back to standard time. 6. Click Enter to save your changes. Note: Whenever you change the time of day, the time zone, or daylight saving rules, you must reboot the server for the changes to take effect. See the documentation for your system for information on rebooting the server. Configuring tone generation 1. Log in to the System Manager interface. 2. Select Communication Manager > Element Cut-Through. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 146

147 Hosted provider solution component configuration 3. From the list of elements, click the link of the element that you want to configure. 4. Type change tone-generation and press Enter. 5. Enter data in the required fields. The value for the Base Tone Generation Set field varies for different countries. The following table lists the default Base Tone Generation Set values: Countries United States and Canada 1 Australia and New Zealand 2 Japan 3 Italy 4 Netherlands 5 Singapore 6 Mexico 7 Belgium and Luxembourg 8 Saudi Arabia 9 United Kingdom 10 Spain 11 France 12 Germany 13 Czech Republic and Slovakia 14 Russia 15 Argentina 16 Greece 17 China 18 Hong Kong 19 Thailand 20 Macedonia 21 Poland 22 Brazil 23 Nordic 24 South Africa To save the changes, click Enter. Base Tone Generation Set value October 2018 Deploying Partner Cloud Powered by Avaya xcaas 147

148 Hosted provider solution component configuration Configuring date and time About this task You must configure the date and time settings in Avaya Virtualization Platform. For more information, see Deploying Avaya Aura Communication Manager ( ). Use the following procedure to verify the date and time. If required, update the date and time settings for Communication Manager. 1. Log in to the System Manager interface. 2. Select Communication Manager > Element Cut-Through. 3. From the list of elements, click the link of the element that you want to configure. 4. Type display time and press Enter. 5. If required, click Edit to update the fields. 6. To save the changes, click Enter. Configuring classes of restriction Before you begin You must be logged in to the Communication Manager System Management interface. About this task Classes of restriction (CORs) are used to define classes of call origination and termination privileges. 1. Select System > Class Of Restriction. 2. To add a new COR, do the following in the COR screen: a. Click New. b. Select the element name from the list. c. Enter the qualifier information in the Enter Qualifier field. d. Click Add. 3. To update an existing COR, do the following in the COR screen: a. From the COR list, select the number for the COR you want to update. b. Fill in the fields. c. Click Enter to save your changes Configuring classes of service Before you begin You must be logged in to Communication Manager System Management Interface. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 148

149 Hosted provider solution component configuration About this task Often, groups of users need access to the same sets of Communication Manager features. You can establish several classes of service (COS) definitions that are collections of feature access permissions. Now, a user's telephone set can be granted a set of feature permissions by simply assigning a COS to it. 1. Select System > Class Of Service. To view or update an entire COS group, you can select Class Of Service Group. 2. Select a COS from the list and click Edit. 3. Select all the features that you want the enterprise to have access to. 4. Click Commit to save your changes. Configuring dial plan Configuring dial plan consists of the following topics: Displaying your dial plan Configuring dial plan analysis Configuring uniform dial plans Configuring dial plan parameters Multi-location dial plan Administering Dial Plan Transparency Displaying your dial plan 1. Go to the administration interface. 2. Enter display dialplan analysis or display dialplan analysis location n, where n represents the number of a specific location. 3. Press Enter to save your changes. Configuring dial plan analysis Before you begin 1. You must be logged in to the System Manager interface. 2. Allocate the following pools to your dial plan: a. Allocate a pool of E.164 numbers from the PSTN provider. This pool is to be assigned to any user or resource which can be dialed from the PSTN. For example, a North American customer might be assigned the number range xxxx. b. Allocate a pool of private numbers to be used for extensions that cannot be dialled from the PSTN. The recommended dial plan is 10nnnxxx, where nnn is the tenant number in a multi-tenant deployment, and the xxx is a pool of private numbers assigned to that tenant. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 149

150 Hosted provider solution component configuration c. Allocate a pool of private numbers to be specifically assigned to announcements, which are limited to seven digits. The number range 1nnnaaa is recommended, where nnn is the tenant number in a multi-tenant deployment, and aaa is the tenantspecific announcement number. The above number ranges will be assigned to the dial plan. Use the following procedure to configure dial plan analysis: 1. Select Element Cut-Through. 2. Enter change dialplan analysis and press Enter. 3. Move the cursor to an empty row. 4. The recommended dial plan is E.164 based, so that the numbers assigned to extensions should match the assigned E.164 numbers allocated above. For example, , which is a minimum of 11 numbers and a maximum of 11 numbers for a North American customer. In the Dial Plan Analysis Table, fill out the following fields for each dial plan. Dialed String Total Length Call Type: Possible call type values are fac, ext, udp, attd, and dac. 5. Click Enter to save your changes. Configuring uniform dial plans Before you begin You must be logged in to the System Manager interface. Determine the desired short dialing plan. For example, a customer with extensions xxxx may prefer short dialing with seven digits, for example 538xxxx. This short dialing is implemented with a tenant-specific, uniform dial plan. 1. Select Element Cut-Through. 2. From the list of elements, click the link for the element you want to configure. 3. Type change uniform dialplan n, where n is the matching pattern number for the dial plan. Then press Enter. 4. On page 1, fill in all the fields in the uniform dial plan table. 5. Click Enter to save your changes. Configuring dial plan parameters Before you begin You must be logged in to the Communication Manager System Management interface. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 150

151 Hosted provider solution component configuration 1. Select Element Cut-Through. 2. From the list of elements, click the link for the element you want to configure. 3. Type change dialplan parameters. 4. Fill in the required fields in the first Dial Plan Parameters section. In the UDP-ARS Calls Considered Offnet, type n. In the UDP Extension Search Order field, type local-extensions first. In the Retry ARS/AAR Analysis If All-Location Entry Inaccessible field, type n. 5. In the Extension Display Formats section, fill in the following fields for each extension type: SAT Note: You must not enter punctuation marks in the extension lengths in the dial plans 6 to 13. If you do so, ACCCM does not process the extensions for billing reports. For example, for a six-digit extension, the dial plan must be xxxxxx and not xx.xx.xx. Inter-Location Intra-Location Multi-location dial plan A customer migrates from a multiple independent node network to a single distributed server. The gateways of the single distributed server are distributed across a data network. It may initially appear as if some dial plan functions are no longer available. The multi-location dial plan feature preserves dial plan uniqueness for extensions and attendants. The extensions and attendants were provided in a multiple independent node network. However, they appear to be unavailable when customers migrate to a single distributed server. Example In a multi-location department store, each location has its own switch in a multiple independent node network. The same extension is used to represent a specific department across all stores. For example, extension 123 is assigned to the luggage department in all stores. If the customer migrates to a single distributed server, a user can no longer dial 123 to reach the luggage department in the store of their preferred location. To do this, the user must dial the complete extension to connect to the proper department. In a similar scenario, using the multi-location dial plan feature, a user can dial a shorter version of the extension in place of the complete extension. For example, a customer can continue to dial 123 instead of Communication Manager takes leading digits of the location prefix, and adds some or all to the front of the dialed number as specified on the Uniform Dial Plan screen. The switch routes the call based on the analysis of the entire dialed string and the administration posted on the Dial Plan Parameters and Dial Plan Analysis screens. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 151

152 Hosted provider solution component configuration Note: To administer the multi-location dial plan feature, set the Multiple Locations field to y on the System Parameters Customer Options (Optional Features) screen. To check if this is enabled, use the display system-parameters customer-options command. Administering Dial Plan Transparency The Dial Plan Transparency (DPT) feature preserves users dialing patterns when a gateway registers with a Survivable Remote Server (Local Survivable Processor), or when a Port Network requests service from a Survivable Core Server (Enterprise Survivable Server). Note that this feature does not provide alternate routing for calls made between Port Networks connected through networks other than IP (for example, ATM or DS1C), and that register to different Survivable Core Servers during a network outage. DPT is similar to setting up Inter-Gateway Alternate Routing (IGAR). You must first enable the DPT feature, then set up Network Regions and trunk resources for handling the DPT calls. For Survivable Core Servers, you must also assign Port Networks to communities. The following table shows the screens and field used in setting up DPT: Screen Name Purpose Fields Feature-Related System Parameters IP Network Region System Parameters-ESS Enable the DPT feature for your system. Indicate the Class of Restriction (COR) to use for the DPT feature. Administer the DPT feature for Network Regions. Enter the community assignments for each Port Network. Enable DPT in Survivable Mode COR to use for DPT Incoming LDN Extension DPT in Survivable Mode Community For more information about DPT, see Avaya Aura Communication Manager Feature Description and Implementation, Setting up voice mail requirements Before configuring voice mail for end users, you must create hunt groups and coverage path definitions in Avaya Aura Communication Manager. Creating hunt groups Before you begin Note: Hunt groups can be created using both, Avaya Aura Communication Manager and Avaya Control Manager. However, Avaya Control Manager is the only method available to the end customer of the service provider. 1. Log in to the System Manager interface. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 152

153 Hosted provider solution component configuration 2. Select Communication Manager > Element Cut-Through. 3. From the list of elements, click the link for the element you want to configure. 4. Type add hunt-group n, where n is an available hunt group number. Then press Enter. 5. On page 1, the group number should be automatically set in the system. You must manually set the following fields: Group Name Group Extension Group Type: Set to ucd-mia. TN: Set to 1. COR: Set to 1. ISDN/SIP Caller Display: Set to grp-name. ACD?: Set to n. Queue?: Set to n. Vector?: Set to n. MM Early Answer?: Set to n. Local Agent Preference?: Set to n. 6. On page 2, set the following fields: Message Center: Set to sip-adjunct. Voice Mail Number Voice Mail Handle Routing Digits: Set to *8. 7. To save the changes, click Enter. Adding and editing coverage path definitions Before you begin Create all necessary hunt groups. About this task Use this procedure to define voice mail coverage for end users. Once you define all the parameters for voic , you must set up voice mail service in Avaya Aura Messaging. 1. Log in to the System Manager interface. 2. Select Communication Manager > Element Cut-Through. 3. From the list of elements, click the link for the element you want to configure. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 153

154 Hosted provider solution component configuration 4. To add a new coverage path definition, type add coverage path <n>, where <n> is the coverage path number. 5. To update an existing coverage path definition, type change coverage path <n>, where <n> is the coverage path number. 6. The Coverage Path Number field should be filled in automatically. You must manually set the following fields: Cvg Enabled for VDN Route-To Party?: Set to n Hunt after Coverage?: Set to n Type y or n under Inside Call and Outside Call for each of the fields listed under Station/Group Status Number of Rings: Type the number of times you want the end user s phone to ring before the call is transferred to voice mail Terminate to Coverage Pts. with Bridged Appearances?: Set to n. 7. Set the required coverage points. 8. To save the changes, click Enter. Configuring enterprises Configuring enterprises consists of the following topics: Configuring enterprise details and tenant partitioning Configuring enterprise location parameters Defining enterprise locations Configuring enterprise details and tenant partitioning Before you begin You must be logged in to the System Manager interface. About this task You must pre-provision 250 enterprise IDs. Use the following procedure to configure tenant partitioning and to update the information for each enterprise. With tenant partitioning, you can ensure that end users from different enterprises cannot see or contact each other through the internal enterprise network. 1. Select Element Cut-Through. 2. From the list of elements, click the link for the element you want to configure. 3. Type change tenant <n>, where <n> is the enterprise number. Then press Enter. 4. On page 1, set the following fields: Tenant Description October 2018 Deploying Partner Cloud Powered by Avaya xcaas 154

155 Hosted provider solution component configuration Attendant Group to the enterprise number. Music Source to the enterprise number. Internal to 1 External to 2 Priority to 3 COS Group to the enterprise number 5. Assign the required calling permissions on pages 2, 3, and Click Enter to save your changes. Configuring enterprise location parameters Before you begin You must be logged in to the System Manager interface. About this task Use this procedure to configure the location parameters for the enterprise. 1. Select Element Cut-Through. 2. From the list of elements, click the link for the element you want to configure. 3. Type change location-parameters and press Enter. 4. Fill in the fields to define location parameters for the enterprise. 5. Click Enter to save your changes. Defining enterprise locations Before you begin You must be logged in to the Communication Manager System Management interface. About this task Use this procedure to define the location for an enterprise and the proxy route to use for outgoing calls in the enterprise. You must also define dial plan prefixes when you configure the location for each enterprise. The first enterprise location you define is location number 11 in the Partner Cloud Powered by Avaya xcaas solution. The first ten locations in the solution are reserved for system configuration. In Communication Manager, you cannot configure more than one location for each enterprise. 1. Select System > Locations. 2. To add a new location, click New and fill in the required fields. 3. To edit an existing location, click Edit and fill in the required fields. 4. Click Enter to save your changes. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 155

156 Hosted provider solution component configuration Configuring routing Configuring routing consists of the following topics: Configuring routing patterns Configuring AAR analysis Defining ARS analysis Configuring routing patterns 1. Log in to the System Manager interface. 2. Select Communication Manager > Element Cut-Through. 3. From the list of elements, click the link of the element that you want to configure. 4. Type change route-pattern <n>, where n is the number of the routing pattern that you want to change. 5. Press Enter. 6. Enter data in the required fields. 7. To save the changes, click Enter. Configuring AAR analysis About this task With AAR routing, users within an enterprise can call each other through the internal network. For example, extension dialing. 1. Log in to the System Manager interface. 2. Select Communication Manager > Element Cut-Through. 3. From the list of elements, click the link of the element that you want to configure. 4. Type change aar analysis <n>, where n is the number of the AAR pattern that you want to change. 5. Press Enter. 6. Enter data in the required fields. 7. Click Enter. Configuring ARS analysis Before you begin You must be logged in to the System Manager interface. About this task ARS routing allows users to make calls outside of the enterprise by providing instructions for routing calls to the PSTN. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 156

157 Hosted provider solution component configuration 1. Select Element Cut-Through. 2. From the list of elements, click the link for the element you want to configure. 3. Type change ars analysis <n>, where <n> is the number of the ARS pattern you want to change. Then press Enter. 4. Fill in all the required fields. 5. Click Enter to save your changes. Configuring SIP signaling groups About this task Add a SIP signaling group for Session Manager in each of the hosted provider data centers. 1. Log in to the System Manager interface. 2. Select Communication Manager > Element Cut-Through. 3. From the list of elements, click the link of the element that you want to configure. 4. Type add signaling-group <n>, where n is the number of the signaling group that you are adding. 5. Press Enter. 6. Enter data for all the required fields. Figure 6: Fields for SIP signaling group October 2018 Deploying Partner Cloud Powered by Avaya xcaas 157

158 Hosted provider solution component configuration 7. To save the changes, click Enter. Configuring SIP trunk groups 1. Log in to the System Manager interface. 2. Select Element Cut-Through. 3. From the list of elements, click the link of the element that you want to configure. 4. Type add trunk-group <n>, where n is the number of the trunk group that you are adding. 5. Press Enter. 6. On page 1, enter data in the following fields: Group Type, type sip. TAC, enter a numeric value. Service Type, type tie. Signaling Group, type the signaling group number. Number of Members, enter a numeric value. 7. On page 3, in Numbering Format, type private. 8. To save the changes, click Enter. Configuring private numbering 1. Log in to the System Manager interface. 2. Select Element Cut-Through. 3. From the list of elements, click the link of the element that you want to configure. 4. Type change private-numbering 0 and press Enter. 5. Enter data in the required fields. 6. To save the changes, click Enter. Vectors and VDNs This section provides an introduction to vectors and Vector Directory Numbers (VDN). It gives you basic instructions for writing simple vectors. Security alert: Vector fraud is one of the most common types of toll fraud because vectors route calls based on the Class of Restriction (COR) assigned to the VDN. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 158

159 Hosted provider solution component configuration This section references announcements, hunt groups, queues, splits, and skills, which are covered in detail in other sections of this book. You can also find information about these topics in Avaya Aura Call Center Elite Feature Reference. Note: The Client Room field on the Class of Service screen will affect VDN displays. If a local station that has a COS with the Client Room field set to y calls a local VDN, the agent s display that receives the call will look as if it is a direct station call rather than the expected VDN display of station name to vdn name. What are Vectors? A vector is a series of commands that you design to tell the system how to handle incoming calls. A vector can contain up to 32 steps and allows customized and personalized call routing and treatment. Use call vectoring to: play multiple announcements route calls to internal and external destinations collect and respond to dialed information Tip: The vector follows the commands in each step in order. The vector "reads" the step and follows the command if the conditions are correct. If the command cannot be followed, the vector skips the step and reads the next step. Your system can handle calls based on a number of conditions, including the number of calls in a queue, how long a call has been waiting, the time of day, day of the week, and changes in call traffic or staffing conditions. Note: After initial configuration, customer specific vectors must be administered from Avaya Control Manager. For more information, see Using Avaya Control Manager Conversational Sphere. Putting a call in a queue About this task Write a vector so that calls that come into the main business number redirect to a queue. We will use a vector-controlled hunt group for the main number queue. This hunt group was set up as main split 47. When calls first arrive, all calls to our main number should be queued as pri 1 for low priority. To queue calls, write the following vector (step 2). (Please note, we started our example on step 2 because step 1 is used later.) 1. Keep it Blank. 2. Type queue-to main split 47 pri 1. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 159

160 Hosted provider solution component configuration Tip: Remember, Communication Manager automatically fills in some of the information when you type your vector step. Press Tab. Playing an Announcement About this task Write a vector to play an announcement for callers in a queue. Use the announcement to ask callers to wait. You need to record the announcement before the vector can use it. Let us play our announcement 4001, asking the caller to wait, then play music for 60 seconds, then repeat the announcement and music until the call is answered. The goto command creates the loop to repeat the announcement and the music. Unconditionally means under all conditions. Tip: Rather than loop your vectors directly back to the announcement step, go to the previous queue-to step. This way, if for some reason the call does not queue the first time, Communication Manager can attempt to queue the call again. If the call successfully queued the first time though, it merely skips the queue-to step and plays the announcement. The system cannot queue a call more than once in the exact same priority level. To play and repeat an announcement, write this vector (steps 3-5): 1. Keep it Blank. 2. Type queue-to main split 47 pri Type announcement 4001 (All agents are busy, please wait...). 4. Type wait-time 60 secs hearing music. 5. Type goto step 2 if unconditionally. Routing Based On Time Of Day About this task Write a vector for calls that come in after your office closes. Assume that your business is open 7 days a week, from 8:00 a.m. to 5:00 p.m. When calls come in after business hours, you want to play your announcement 4002, which states that the office is closed and asks callers to call back during normal hours. Write the vector so the call disconnects after the announcement is played. For after hours treatment, write this vector (steps 1, 6, and 7): 1. Type goto step 7 if time-of-day is all 17:00 to all 8: Type queue-to main split 47 pri Type announcement 4001 (All agents are busy, please wait...). 4. Type wait-time 60 secs hearing music. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 160

161 Hosted provider solution component configuration 5. Type goto step 2 if unconditionally. 6. Type stop. 7. Type disconnect after announcement 4002 ("We re sorry, our office is closed..."). If the goto command in step 5 fails, Communication Manager goes to the next step. The stop in step 6 prevents callers from incorrectly hearing the office is closed announcement in step 7. Stop keeps the call in the state it was in before the command failed. In this case, if step 5 fails, the call remains in step 4 and the caller continues to hear music. Caution: Add a stop vector step only after calls are routed to a queue. If a stop vector is executed for a call not in queue, the call drops. Allowing callers to leave a message About this task Write a vector using which callers can leave messages. This type of vector uses a hunt group called a messaging split. For our example, we send after-hours calls to the voice mailbox at extension 2000 and use messaging split 99. Once the vector routes a call to the mailbox, the caller hears a greeting (that was recorded with the voice mail for mailbox 2000) that tells them they can leave a message. To let callers leave messages, write this vector (step 7): 1. Type goto step 7 if time-of-day is all 17:00 to all 8: Type queue-to main split 47 pri Type announcement 4001 (All agents are busy, please wait...). 4. Type wait-time 60 secs hearing music. 5. Type goto step 2 if unconditionally. 6. Type stop. 7. Type messaging split 99 for extension Redirecting calls during an emergency or holiday About this task You can provide a quick way for a supervisor or agent to redirect calls during an emergency or holiday. Use a special mailbox where you can easily change announcements. This vector is also an alternative to making sure all agents log out before leaving their telephones. In our example, no agents are normally logged in to split 10. We ll use split 10 for an emergency. We preset buttons on our agents telephones so people with these telephones can log in at the touch of a button. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 161

162 Hosted provider solution component configuration To quickly redirect calls: Create a special mailbox with the appropriate announcement such as We are unable to answer your call at this time or " Today is a holiday, please call back tomorrow. In our example, we recorded the mailbox greeting for extension Insert the following steps (steps 1, 10, and 11). See Inserting a step. 1. Type goto step 10 if staff agents split 10 > Type goto step 8 if time-of-day is all 17:00 to all 8: Type queue-to main split 47 pri Type announcement 4001 (All agents are busy, please wait...). 5. Type wait-time 60 secs hearing music. 6. Type goto step 2 if unconditionally. 7. Type stop. 8. Type messaging split 99 for extension Type stop. 10. Type messaging split 99 for extension Type stop. When there is an emergency, fire drill, or holiday, the supervisor or agent logs into this split. When an agent logs into split 10, the system looks at vector step 1, sees that more than 0 people are logged into split 10, and sends calls to step 10 (which sends to messaging split 99). When your business returns to normal and the agent logs out of split 10, call handling returns to normal. Giving callers additional choices About this task You can give your callers a list of options when they call. Your vector tells Communication Manager to play an announcement that contains the choices. Communication Manager collects the digits the caller dials in response to the announcement and routes the call accordingly. We ll create a vector that plays an announcement, then lets callers dial an extension or wait in the queue for an attendant. Please note, the following example of this auto attendant vector is a new vector and is not built on the vector we used in the previous example. To let callers connect to an extension, write this kind of vector: 1. Type wait-time 0 seconds hearing music. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 162

163 Hosted provider solution component configuration 2. Type collect 4 digits after announcement 4004 (You have reached our company. Please dial a 4-digit extension or wait for the attendant.). 3. Type route-to digits with coverage y. 4. Type route-to number 0 with cov n if unconditionally. 5. Type stop. Setting up Multiple Locations Before you begin Ensure that the Multiple Locations field on the System Parameters Customer-Options (Optional Features) screen is set to y. If this field is set to n, go to the Avaya Support website at support.avaya.com for more information. If you are setting up locations across international borders, you must ensure that the Multinational Locations field on the System Parameters Customer-Options (Optional Features) screen is also set to y. Multiple locations are supported only in the dedicated instance deployment. In case of multitenant deployment, each tenant is limited to one location. Ensure your daylight saving rules are administered. Daylight Saving Rule numbers are located on the Daylight Saving Rules screen. Each cabinet in a server or switch and each port network in the cabinet must be assigned a location number. See the add-cabinet and change-cabinet in Maintenance Commands for Avaya Aura Communication Manager, Branch Gateways and Servers, About this task You can define a location number for: Remote Offices Gateways IP network regions, used by IP stations and IP trunks You can create numbering plans and time zone and daylight saving plans that are specific for each location. Choose your main location, and offset the local time for each location relative to the system clock time. The main location is typically set to have offset 0. For example, we will set up multiple locations for Communication Manager server with cabinets in Chicago and New York. Location 1 is assigned to the cabinet in Chicago, our main office, so Central Standard Time is used for our main location. Location 2 is assigned to the cabinet in New York. We ll define the numbering plan area (NPA) for the Chicago and New York locations, and set the time zone offset for NY to show the difference in time between Eastern Standard Time and Central Standard Time. Tip: Type list cabinets to see the Cabinet screen and a list of cabinets and their locations. To define locations for cabinets in Chicago and New York: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 163

164 Hosted provider solution component configuration 1. Type change locations. 2. Press Enter. The system displays the Locations screen. 3. Type y in the ARS Prefix 1 required for 10-digit NANP calls field. Our dial plan requires users to dial a 1 before all 10-digit (long distance) NANP calls. 4. Type Chicago in the Name field in the Number 1 row. Use this field to identify the location. 5. Type +00:00 in the TimeZone Offset field in the Number 1 row. In our example, the system time and the Chicago location time are the same. 6. Type 1 in the Daylight Saving Rule field in the Number 1 row. In our example, daylight saving rule 1 applies to U.S. daylight saving time. Tip: Use the display daylight-savings-rules command to see what rules have been administered on Communication Manager. 7. Type 312 in the Number Plan Area Code field in the Number 1 row. In our example, 312 is the local area code for Chicago, location Type New York in the Name field in the Number 2 row 9. Type -01:00 in the TimeZone Offset field in the Number 2 row. In our example, subtract one hour from the system clock in Chicago to provide the correct time for the location in New York. 10. Type 1 in the Daylight Saving Rule field in the Number 2 row. In our example, daylight saving rule 1 applies to U.S. daylight saving time, and both locations use the same rule. 11. Type 212 in the NANP field in the Number 2 row. In our example, 212 is the local area code for New York, location Press Enter to save your changes. See Avaya Aura Communication Manager Feature Description and Implementation, , for more information on the Multiple Locations feature. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 164

165 Hosted provider solution component configuration Routing with multiple locations Before you begin Be sure the Multiple Locations field on the System Parameters Customer-Options (Optional Features) screen is set to y. If this field is set to n, go to the Avaya Support website at support.avaya.com for more information. To administer AAR and ARS, do the following: For AAR, verify that either the Private Networking field or the Uniform Dialing Plan field is y on the System Parameters Customer-Options (Optional Features) screen. For ARS, verify that the ARS field is y on the System-Parameters Customer-Options (Optional Features) screen. You can define a location number for: Remote Offices Gateways IP network regions, used by IP stations and IP trunks For information on how to administer the location per station, see the Administer location per station on page 166 section. For information on the description of the Location field on the Stations with Off-PBX Telephone Integration screen, see the Avaya Aura Communication Manager Screen Reference, About this task When you set up multiple locations, you can define call routing that covers all locations as well as call routing specific to each individual location. Use your routing tables to define local routing for 911, service operators, local operator access, and all local calls for each location. Leave longdistance and international numbers that apply across all locations on the routing tables with Location field set to all. For example, we will use ARS to set up local call routing for two Communication Manager server locations. Our Chicago server is assigned to location 1, and our New York server is assigned to location 2. Our example shows a simple local dialing plan. Each location already contains location-specific routing tables. We ll use route pattern 1 for local service calls and route pattern 2 for local HNPA calls in the Chicago location. Tip: Create location-specific routing by assigning different route patterns for each location. To define local calls for servers in Chicago and New York: 1. Type change ars analysis location Press Enter. The system displays the ARS Digit Analysis Table screen for location Type the information for local dialed strings and service calls in each row on the screen. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 165

166 Hosted provider solution component configuration In our example, for location 1 (Chicago) local HNPA calls: a. Type the appropriate digit in the Dialed String field. b. Type 7 in the Total Min field. c. Type 7 in the Total Max field. d. Type 2 in the Route Pattern field. e. Type hnpa in the Call Type field. In our example, for location 1 (Chicago) local service calls: a. Type the appropriate digits in the Dialed String field. b. Type 3 in the Total Min field. c. Type 3 in the Total Max field. d. Type 1 in the Route Pattern field. e. Type svcl in the Call Type field. 4. Press Enter to save your changes. 5. Type change ars analysis 4 location Press Enter. The system displays the ARS Digit Analysis Table for location Type in the local HNPA and service call routing information for New York. 8. Press Enter to save your changes. See Automatic Routing in Avaya Aura Communication Manager Feature Description and Implementation, , for more information on ARS. See Multiple Locations in Avaya Aura Communication Manager Feature Description and Implementation, for more information on the Multiple Locations feature. Administer location per station Use the Administer location per station feature to: Connect the IP telephones and softphones through a VPN to the branch that an employee is assigned to. Allow a VPN connected employee to have the same dialing experience as others in the office who are connected through a gateway. Creating an attendant console About this task Create an attendant console in Communication Manager for every H.323 Avaya one-x Attendant client in an enterprise. To test, you must add a few attendant consoles when configuring Communication Manager. You might also need to add attendant consoles on an ongoing basis if new H.323 Avaya one-x Attendant clients are installed in an enterprise. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 166

167 Hosted provider solution component configuration 1. Log in to the System Manager interface. 2. Select Element Cut-Through. 3. From the list of elements, click the link of the element that you want to configure. 4. Type add attendant. 5. Press Enter The system displays the Attendant Console screen. 6. In the Type field, enter 302. This is the type of attendant console. 7. If you want this attendant to have its own extension, enter one in the Extension field. Tip: If you assign an extension to the console, the class of restriction (COR) and class of service (COS) that you assign on this Attendant Console screen override the COR and COS you assigned on the Console Parameters screen. To avoid unexpected behavior, you should assign the same COR and same COS on both screens. If you give your attendants an individual extension, users can call the attendant directly by dialing the extension. Attendants can use Individual attendant extensions to use features that an attendant group cannot use for example, you can assign them to hunt groups. 8. In the Console type field, enter day/night. 9. In the Port field, enter the port address for this console. 10. Type a name to associate with this console in the Name field. 11. In the DIRECT TRUNK GROUP SELECT BUTTON ASSIGNMENTS fields, enter trunk access codes for the trunks you want the attendant to be able to select with just one button. 12. If you are using the Enhanced Selector console, set the HUNDREDS SELECT BUTTON ASSIGNMENTS that you want this console to have. If you want this console to be able to access extensions in the range 3500 to 3999, you need to assign them 5 Hundreds Select Buttons: 35 for extensions 3500 to 3599, 36, 37, 38, and Assign the Feature Buttons that you want the 302 console to have. To determine which buttons you can assign to a console, see Attendant Console Feature Buttons. Tip: Feature buttons are not numbered top-to-bottom on the attendant console, as you might expect. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 167

168 Hosted provider solution component configuration 14. Press Enter to save your changes. Setting up hunt groups Before you begin Note: Additional customer specific Hunt groups need to be configured from Avaya Control Manager. For more information, see Using Avaya Control Manager to Administer Avaya Products. 1. Enter add hunt-group next. The Group Number field is automatically filled in with the next available hunt group number. 2. In the Group Name field, type the name of the group. 3. In the Group Extension field, type the hunt group extension. 4. In the Group Type field, type the code for the call distribution method that you choose. 5. Press Enter to save your changes. The COS (Class of Service) default for all hunt groups is 1. Therefore, any changes to COS 1 on the Class of Service screen changes the COS for all hunt groups. The Hunt Group screen does not display the COS field. 6. Click Next until you see the Group Member Assignments page of the Hunt Group screen. 7. In the Ext field, type the extensions of the agents that you want in the hunt group. 8. Press Enter to save your changes. For more information about the other fields on the Hunt Group screen, see Administering Avaya Aura Communication Manager, Preparing to administer Call Coverage 1. Type change feature-access-codes. Press Enter. 2. On the Feature Access Codes (FAC) screen, click Next until you see the Send All Calls Activation field. 3. Type an FAC in the Send All Calls Activation field. 4. Type an FAC in the Send All Calls Deactivation field. For more information, see the Feature Access Code feature. 5. Press Enter to save your changes. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 168

169 Hosted provider solution component configuration Creating a coverage path Before you begin Verify that the settings on the System-Parameters Call Coverage/Call Forwarding screen contain the values that you want for your system. For basic Call Coverage, Avaya recommends that you retain the default settings. However, if you decide to change the default settings, read the field definitions and the field descriptions carefully before you make changes. Note: Additional customer coverage paths must be added from Avaya Control Manager. For more information, see Using Avaya Control Manager to Administer Avaya Products. To view this screen, type display system-parameters call coverage/call forwarding. Press Enter. For a complete description of the System-Parameters Call Coverage/Call Forwarding screen, see Administering Avaya Aura Communication Manager, Type add coverage path next. Press Enter. The system displays the Coverage Path screen that shows the next undefined coverage path. The Coverage Path Number field is a display-only field. To see the extensions or the groups that use a specific coverage path, type display coverage sender group n, where n is the coverage path number. For example, you might want to see which extensions use a coverage path before you make changes to the coverage path. 2. In the Hunt After Coverage field, type y if you want the system to attempt station hunting from the last coverage point, when the coverage point is a busy station. If you do not want the system to attempt station hunting from the last coverage point when the coverage point is a busy station, leave the default set to n. 3. In the Next Path Number field, perform one of the following actions: Type a coverage path number in the field if you want the system to redirect if the coverage criteria of the current path does not match the call status. If the coverage criteria of the next path matches the call status, the system uses the coverage criteria to redirect the call, and no other path is searched. Leave the field blank if you do not want the system to redirect the call. Linkage is a display-only field that shows one or two assigned coverage paths that are linked to the number in the Next Path Number field. 4. Find the Coverage Criteria area. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 169

170 Hosted provider solution component configuration Note: There is a column for inside calls and a column for outside calls. You can accept the defaults for both columns or only one column. Likewise, you can change the defaults for both columns or only one column. Perform any of the following actions: In the Active fields, perform one of the following actions: - Accept the default value n if you do not want the call to go to coverage if only one call appearance is busy. - Type y if you want the call to go to coverage if only one call appearance is busy. In the Busy fields, perform one of the following actions: - Accept the default value y if you want the call to go to coverage if the extension is busy. - Type n if you do not want the call to go to coverage if the extension is busy. In the Don t Answer fields, perform one of the following actions: - Accept the default value y if you want the call to go to coverage if the number of rings exceeds the number specified in the Number of Rings field. - Type n if you do not want the call to go to coverage if the number of rings exceeds the number specified in the Number of Rings field. In the Number of Rings field, type a number from 1 to 99. This number indicates the number of times a call rings at a telephone before the system redirects the call to the first coverage point. The default is 2. In the All fields, perform one of the following actions: - Accept the default value y if you want the users with this path to answer their own calls. - Type n if you do not want the users with this path to answer their own calls. These user calls always immediately go to coverage. In the DND/SAC/Goto Cover fields, perform one of the following actions: - Accept the default value y if you want users to activate Send All Calls, temporarily direct all incoming calls to coverage (regardless of the assigned Call Coverage redirection criteria), and to temporarily remove their telephone from the coverage path. - Type n if you do not want users to activate Send All Calls, temporarily direct all incoming calls to coverage (regardless of the assigned Call Coverage redirection criteria), and to temporarily remove their telephone from the coverage path. In the Logged off/psa/tti fields, perform one of the following actions: - Accept the default value y if you want the call to go to coverage if the number of rings exceeds the number specified in the Number of Rings field. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 170

171 Hosted provider solution component configuration - Type n if you do not want the call to go to coverage if the number of rings exceeds the number specified in the Number of Rings field. In the Number of Rings field, type a number from 1 to 99. This number indicates the number of times a call rings at a telephone before the system redirects the call to the first coverage point. The default is 2. In the Terminate to Coverage Pts. with Bridged Appearances field, perform one of the following actions: - Accept the default value n if you want a call to skip the coverage point if the call has already alerted as a bridged call. - Type y to allow a call to alert as a bridged call and a redirected call. 5. In the Point fields, type the extensions, the hunt group number, or the coverage answer group numbers that you want for coverage points. When you type a number and move to the next Point field, the system displays the Rng field. 6. In the Ring field, perform one of the following actions: Leave the Rng field blank if you want to use the number of rings entered in the Number of Rings field. Type the number of rings for this coverage point if you do not want to use the number of rings entered in the Number of Rings field. Note: To enter an extension that is assigned as a vector directory number (VDN) as the last point in the coverage path, you must make an administration change. For more information, see Avaya Aura Call Center Elite Feature Reference. 7. Press Enter to save your changes. Administering Clock Synchronization over IP Configuring the synchronization reference for the gateway 1. Type list synchronization media-gateway to determine if any gateway is set up for synchronization. 2. Type change synchronization media-gateway n, where n is the number of the gateway that requires synchronization. 3. In the Primary field, type the location of T1 media module. Obtain this location from the media modules available for the Synchronization list. Ensure that you choose a working synchronization source. 4. (Optional) In the Secondary field, type the location of T2 media module. 5. Select Enter to save the changes. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 171

172 Hosted provider solution component configuration Configuring the synchronization reference for the BRI trunk board About this task Use this procedure only for the configurations that use BRI trunks. 1. Type change bri-trunk-board n, where n is the board location that you want to set up as a synchronization source. 2. Set the Synch Source field to y. 3. Select Enter to save the changes. Configuring the IP synchronization 1. Type change system-parameters features. 2. Click Next until you see the IP Parameters section. 3. Set the Synchronization over IP field to y. 4. Save the changes. Configuring the IP synchronization for the gateway 1. Type change media-gateway n, where n is the number of the gateway for which you want to enable IP synchronization. 2. Set the Use for IP Sync field to y. If you do not want to configure the gateway to synchronize with other gateways in the network, set the field to n. 3. Select Enter to save the changes. Configuring the IP synchronization for the network region 1. Type change ip-network-region n, where n is the network region number in which you want to enable IP synchronization. 2. Click Next until you see the Inter Network Region Connection Management screen. 3. Set the Sync field to y. If you do not want to configure the region to synchronize with other network regions, set the field to n. 4. Save the changes. Saving configuration changes About this task Save all the configuration changes when you finish configuring Avaya Aura Communication Manager. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 172

173 Hosted provider solution component configuration 1. Log in to the System Manager interface. 2. Select Communication Manager > Element Cut-Through. 3. From the list of elements, click the link of the element that you want to configure. 4. Type save translation all and press Enter. If the system saves the configuration without any major errors, the system displays a successful completion status notification. Configuring Avaya Session Border Controller for Enterprise Use the following checklist to identify the tasks you must perform to configure Avaya Session Border Controller for Enterprise (Avaya SBCE) for the Partner Cloud Powered by Avaya xcaas solution. No. Task Notes 1 Configure Element Management System (EMS) and Avaya SBCE on a single server. 2 Configure EMS for multiple server deployment option. 3 Configure Avaya SBCE for multiple server deployment option This procedure is for single server deployment option. After installation, the EMS plus SBCE deployment cannot use EMS for other SBCE devices in the network. For more information, see Deploying Avaya Session Border Controller for Enterprise. For multiple server configuration, the sequence must be: 1. Primary EMS 2. Secondary EMS 3. Avaya SBCE servers in any order For more information, see Deploying Avaya Session Border Controller for Enterprise. For more information, see Deploying Avaya Session Border Controller for Enterprise. Configuring an EMS plus Avaya SBCE deployment About this task After installation, the EMS plus SBCE deployment cannot use EMS for other SBCE devices in the network. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 173

174 Hosted provider solution component configuration 1. Connect to the system using the same mode that was used for software installation. For preinstalled servers, use the serial mode. 2. Turn on the system. 3. Wait for the configuration menu to appear. The options are: 1-configure: Command line mode 2-configure: Text mode 3-Reboot SBCE 4-Shutdown SBCE 5-SBCE Shell Login 4. Select option 2 for text mode. The fields for configuration through CLI mode and text mode are identical. However, in CLI mode, you must type relevant information for each prompt manually. The subsequent steps describe how to configure EMS+SBCE in text mode. 5. Press Enter. The Device Type screen displays two options: SBCE and EMS+SBCE. Note: For Portwell 0208, the system displays only one option: EMS+SBCE. 6. Use the Tab key to select EMS+SBCE and press Enter. The system displays the message, Please Choose Yes to proceed or No to Exit. 7. Select Yes and press Enter. The system displays the message, Installing as a EMS+SBCE device. 8. Press Enter. The system displays the Top Level configuration screen, containing two options: Configuration and Operation. 9. Use the Tab key to select Configurations and press Enter. The system displays the Device configuration screen. 10. Depending on the IP addresses used in your network, do one of the following: If you use only IPv4 addresses, select IPv4 and click Select. If you use both IPv4 and IPv6 addresses, select Dual Stack and click Select. 11. Click OK to continue. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 174

175 Hosted provider solution component configuration 12. Select the Tilera Equipped Status option, and press Enter. The system displays the Tilera Equipped Status screen. 13. Perform one of the following actions: If the server is Tilera equipped, select Yes and click OK. If the server does not have a Tilera adapter, select No, and press OK. If you do not specify a value for the Tilera Equipped Status, the system uses the default value No. For a Tilera-equipped server, if you miss setting the Tilera Equipped Status to Yes, change the status after deployment by using the SBCConfigurator.py command. 14. Use the Tab key to select the Appliance Configuration option, and press Enter. The system displays the Configure Appliance screen. 15. Enter the required information in the fields. See the Appliance Configuration screen field descriptions table. 16. Press Enter. The system displays the top- level configuration screen. 17. Use the Tab key to select the Management Interface Setup option, and press Enter. The system displays the Management IP configuration screen. 18. Depending on the IP addresses used in your network, do one of the following: If you use only IPv4 addresses, select IPv4 and click Select. If you use both IPv4 and IPv6 addresses, select Dual Stack and click Select. 19. Press Enter. The system displays the Device Configuration screen. 20. Use the Tab key to select the Time Zone option. The system displays the Configure Time Zone screen. 21. Select the appropriate time zone and click Select. The system displays the Device Configuration screen. 22. Use the Tab key to select Back. The system displays the Device Configuration screen. 23. Use the Tab key to select Done and press Enter. A script is automatically activated, configuring Avaya SBCE with the information provided in the previous steps. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 175

176 Hosted provider solution component configuration 24. If you specified an NTP server that cannot be contacted, select one of the following options to proceed: 1-Retry (default) 2-Change NTP servers 3-Manually configure date and time 25. Set the Date manually (if prompted). 26. Set the Time manually (if prompted). 27. At the system prompt, provide the password for root user and then press Enter. 28. At the prompt, provide the same password for the ipcs user and press Enter. Use this password for secure shell (ssh) to gain access to Avaya SBCE. 29. At the prompt, provide the grub password, and press Enter. Configuring EMS A series of scripts automatically run, which configure Avaya SBCE with the information that you type. As these scripts run, the video display shows a series of outputs reflecting the progress of the configuration. The configuration is successfully complete when the system displays the login prompt. Before you begin Ensure that the software installation is complete. For more information, see the Installing Avaya SBCE software from a USB or DVD section. 1. Connect to the system using the same mode that was used for software installation. For preinstalled servers, use the serial mode. 2. Turn on the system. 3. Wait for the configuration menu to appear. The options are: 1-configure: Command line mode 2-configure: Text mode 3-Reboot SBCE 4-Shutdown SBCE 5-SBCE Shell Login 4. Select option 2 for text mode. 5. Press Enter. The system displays a message that instructs you to select Yes to proceed or No to exit. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 176

177 Hosted provider solution component configuration 6. Press Enter to begin the configuration process. The Device Type screen displays three choices: EMS, SBCE and EMS+SBCE. 7. Use the Tab key to select EMS and press Enter. The system displays the message Please Choose Yes to proceed or No to Exit. 8. Select Yes to proceed. The system displays a message box that indicates Installing as a EMS device. 9. Select OK. 10. The system displays the Device Configuration screen with the following options: Configuration and Operations. Caution: The Operations option is used to reset the EMS operating software to the factory default state. This option permanently deletes all system configuration information and cannot be undone. Do not select this option unless you want to erase all system configuration information. a. Select Configuration. If you use only IPv4 addresses, select IPv4 and click Select. If you use both IPv4 and IPv6 addresses, select Dual Stack and click Select. b. Based on the deployment, select an installation type. Select Primary or Secondary and click OK. Note: This option specifies whether the EMS is primary or secondary. c. Click EMS Appliance Configuration. The system displays the Appliance Configuration screen. d. In the EMS Host name field, type a name for the EMS host. e. In the List of DNS Servers field, type the IP address of the DNS server. f. In the NTP Server IP Address (ipv4) field, type the NTP Server IP address. g. (Optional) If you selected the Dual Stack installation mode, in the NTP Server IP Address (ipv6) field, type the NTP server Ipv6 IP address. h. In the Network Passphrase field, type the passphrase. i. In the Network Passphrase (Again) field, retype the passphrase. You must use the same network passphrase while configuring Avaya SBCE. j. Select OK. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 177

178 Hosted provider solution component configuration 11. Use the Tab key to select the Management Interface Setup option, and press Enter. The system displays the Management IP Configuration screen, type appropriate values for Management IP address, Management Network Mask, and Management Gateway IP Address. 12. Select OK. 13. Based on the customer location, select the appropriate time zone. If required, follow steps 9 to 11 to enter details for a self-signed certificate. 14. (Optional) Select Configure self-signed certificate. 15. (Optional) Type appropriate values in the First and Last Name, Organizational Unit, Organization, City or Locality, State or Province, and Country Code fields. Note: The country code must be of two characters. 16. (Optional) Select OK. 17. Use the Tab key to select Back. 18. Use the Tab key to select Done. A script is automatically activated that configures Avaya EMS with the information provided in the previous steps. Note: If you have specified an NTP server that cannot be contacted, then system will prompt you to set the date and time manually. 19. At the prompt, type a password for the root user and press Enter. 20. At the prompt, type a password for the ipcs user and press Enter. Use this password for secure shell (ssh) access to EMS. 21. At the prompt, provide the grub password, and press Enter. A series of scripts automatically run, which configure EMS with the information you provide. As these scripts run, the system displays a series of outputs indicating the progress of the configuration. The configuration is successfully completed when the login prompt is displayed. For an active-active EMS, both primary and secondary EMS must have the same grub password. Configuring Avaya SBCE Before you begin Ensure that EMS is accessible over the network when Avaya SBCE is being configured. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 178

179 Hosted provider solution component configuration 1. Connect to the serial console port of the server. 2. Press the Power On switch located on the front panel of the equipment chassis. The Power On indicator LED illuminates and the installation scripts run, providing a series of outputs on the video display. 3. Wait for the configuration menu to appear. The options are: 1-configure: Command line mode 2-configure: Text mode 3-Reboot SBCE 4-Shutdown SBCE 5-SBCE Shell Login 4. Select option 2 for text mode. The fields for configuration through CLI mode and text mode are identical. However, in CLI mode, you must type relevant information for each prompt manually. The subsequent steps describe how to configure SBCE in text mode. 5. Press Enter to begin the configuration process. The Device Type screen displays two choices: SBCE and EMS+SBCE. 6. Use the Tab key to select SBCE and press Enter. The system displays the message Please Choose Yes to proceed or No to Exit. 7. Select Yes and press Enter. The system displays the message Installing as a SBCE device. 8. Press Enter. The system displays the Device configuration screen, containing two options: Configuration and Operation. 9. Select Configuration. The system displays the top-level configuration screen. 10. Depending on the IP addresses used in your network, do one of the following: If you use only IPv4 addresses, select IPv4 and click Select. If you use both IPv4 and IPv6 addresses, select Dual Stack and click Select. 11. Select the Tilera Equipped Status option, and press Enter. The system displays the Tilera Equipped Status screen. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 179

180 Hosted provider solution component configuration 12. Perform one of the following actions: If the server is Tilera equipped, select Yes and click OK. If the server does not have a Tilera adapter, select No, and press OK. If you do not specify a value for the Tilera Equipped Status, the system uses the default value No. For a Tilera-equipped server, if you miss setting the Tilera Equipped Status to Yes, change the status after deployment by using the SBCConfigurator.py command. 13. Use the Tab key to select the Appliance Configuration option and press Enter. The system displays the Configure Appliance screen. 14. In the Appliance name field, type an appliance name. 15. (Optional) In the Domain Suffix field, type the domain suffix. 16. In the List of DNS Servers field, type the list of DNS servers. 17. In the NTP Server IP Address field, enter the NTP server IP address. Note: Sync Avaya SBCE time with EMS time. Configure EMS IP Address as the NTP Server IP Address. 18. If you selected the Dual Stack installation mode, in the NTP Server IP Address (ipv6) field, type the NTP server Ipv6 IP address. 19. In the Network passphrase field, type a passphrase and confirm the passphrase. This network passphrase must match the password you provided while installing EMS. See the EMS Appliance Configuration screen field descriptions table. 20. Press Enter. 21. Use the Tab key to select the Management Interface Setup option, and press Enter. The system displays the Management IP Configuration screen. 22. On the Management Interface Setup page, type appropriate values for IP addresses. 23. Select a time zone. 24. Select Back. 25. Select Done. A script is automatically activated that configures Avaya SBCEwith the information provided in the previous steps. Note: If you have specified an NTP server that cannot be contacted, then system will prompt you to set the date and time manually. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 180

181 Hosted provider solution component configuration 26. When the system displays Enter the password, type the password for root, ipcs, and grub users. Next steps A series of scripts automatically run to configure Avaya SBCE. As these scripts run, the system displays a series of outputs indicating the progress of the configuration. The configuration is successfully completed when the system displays the login prompt. After configuring Avaya SBCE, take a snapshot of the Avaya SBCE configuration. For information about backing up the Avaya SBCE database, see Troubleshooting and Maintaining Avaya Session Border Controller for Enterprise. Field descriptions Appliance Configuration field descriptions Name Appliance Name Description A descriptive name assigned to the EMS or Avaya SBCE. Note: Domain Suffix (Optional) List of DNS Servers Ensure that the appliance name is unique. The domain within which this server is deployed. The IP address of each Domain Name Server (DNS). Note: NTP Server IP Address (ipv4) NTP Server IP Address (ipv6) The list of DNS server names must be commaseparated, with no spaces. Only two IP addresses are allowed here. The IPv4 IP address of the Network Time Protocol (NTP) server. If no NTP is present, configure manually. Only one IP address can be configured. For an HA pair, both Avaya SBCE instances must configure the EMS IP as the NTP server. The IPv6 IP address of the Network Time Protocol (NTP) server. If no NTP is present, configure manually. Only one IP address can be configured. This field is available only when you select the Dual Stack option for configuration. Network Passphrase For an HA pair, both Avaya SBCE instances must configure the EMS IP as the NTP server. A unique password that the EMS server and Avaya SBCE security devices deployed throughout the network will use for authentication. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 181

182 Hosted provider solution component configuration Name Description This field is displayed for Avaya SBCE-only installations. Important: The same passphrase must be used when configuring each Avaya SBCE and EMS security device. Different passphrases prevent the EMS and Avaya SBCE security devices from communicating with one another. Management Interface Setup field descriptions Name Management IP Address (ipv4) Management Network Mask Management Gateway IP Address (ipv4) Management IP Address (ipv6) Description The IPv4 address of the management network. The network mask of the management network. The IPv4 address of the gateway to the management network. The IPv6 address of the management network. The system displays this field only when you select Dual Stack on the Management IP Configuration screen. Note: In Dual Stack the IPv6 address is optional but the IPv4 address is compulsory. Management Network Pfx length The length of the prefix for the management network IPv6 address. The system displays this field only when you select Dual Stack on the Management IP Configuration screen. For example, 2001:1234:5678:1234:5678:ABCD:EF12:1234/64 is a 128 bit IPv6 address. Out of the 128 bits IPv6 address, 64 bits that is, 2001:1234:5678:1234: is the prefix and 5678:ABCD:EF12:1234 is the host name. So correct way to write the 128 bits IPv6 prefix is 2001:1234:5678:1234::/64. Management Gateway IP Address (ipv6) The IPv6 address of the gateway to the management network. The system displays this field only when you select Dual Stack on the Management IP Configuration screen. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 182

183 Hosted provider solution component configuration Name EMS Server IP Address (ipv4) Description Note: In Dual Stack the IPv6 address is optional but the IPv4 address is compulsory. The IP address of the EMS server. This field is displayed for Avaya SBCE-only installations. Important: When using SSL/VPN as configured on the M1 interface, ensure that the IP address associated with the M1 interface will need outbound internet access. The M1 interface requires outbound internet access to initiate connectivity with the Avaya VPN Gateway (AVG) server (FQDN: plavg0(x).sal.avaya.com. M1 is the management interface that is the required interface for SSL/VPN. Note: For security reasons for Voice Over IP (VoIP) systems, segment the data or data management network from the voice network. For Avaya SBCE deployments, segmentation means configuring the Management Interface (M1) on a separate subnet from the subnet used for the Voice Interfaces (A1, A2, B1, and B2). Avoid placing M1 IP address on a PBX core network. For more information about this recommendation, see Avaya: Security Best Practices Checklist, in the Network section at downloads.avaya.com/css/p8/documents/ Network Security Agency: Recommended IP Telephony Architecture, at National Institute of Standards and Technology (NIST): Security Considerations for Voice Over IP Systems at Console and SSH passwords complexity The Console and SSH passwords must fulfill the following norms: Contain at least eight characters. Contain at least two uppercase characters, not including the first character of the password. Contain at least one lowercase character. Contain at least one special character. Contain at least two digits, not including the last character of the password. The Console and SSH passwords do not have a limit on the maximum length and are hashed by MD5 hash algorithm. Note: Password Authentication Module (PAM) enforces password security, and hashes are stored in: /etc/shadow October 2018 Deploying Partner Cloud Powered by Avaya xcaas 183

184 Hosted provider solution component configuration Remote access Avaya Diagnostic Server (SAL Gateway) Use Avaya Diagnostic Server (ADS) for remote access to Avaya SBCE systems environments. Register Avaya SBCE for remote access with the customer ADS. For information about configuring ADS, see Implementing Avaya Diagnostic Server. For information about configuring Avaya SBCE, and for remote worker and trunk configuration, see Administering Avaya Session Border Controller for Enterprise. Configuring Avaya Aura System Manager Use the following checklist to identify the tasks you must perform to configure Avaya Aura System Manager for the Partner Cloud Powered by Avaya xcaas solution. No Task Notes 1 Configure network settings and IP addresses for System Domain and Console Domain. For more information, see Implementing Avaya Aura System Manager. 2 Configure SNMP target profiles. None. 3 Configure serviceability agents. None. This configuration is part of the Avaya Virtualization Platform installation. Avaya Aura System Manager is deployed on Avaya Virtualization Platform running on an Avayaprovided server. For more information, see Deploying Avaya Aura System Manager. 4 Configure the date and time. You must configure the date and time for System Manager in the Avaya Virtualization Platform Web console. 5 Create SIP templates. These SIP templates reflect the features in the profile packages for each enterprise. The templates in Control Manager are associated with these System Manager SIP templates. Creating an SNMP target profile 1. On the System Manager web console, click Services > Inventory. 2. In the left navigation pane, click Manage Serviceability Agents > SNMP Target Profiles. 3. On the SNMP Target Profiles page, click New. 4. On the New Target Profiles page, complete the Target Details section. 5. (Optional) Click the Attach/Detach User Profile tab to attach a user profile. Perform the step only if you select the SNMPv3 protocol. 6. Click Commit. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 184

185 Hosted provider solution component configuration SNMP target profiles field descriptions Name Name Description IP Address Port Domain Type Notification Type Protocol Button Commit Back Description The name of the SNMP target profile. The description of the SNMP target profile. The IP address of the target. The port number of the target. The type of the message flow. The default is UDP. The type of notification. The options are: Trap Inform The type of the SNMP protocol. Description Creates the target profile in the New Target Profile page or saves the changes in the Edit Target Profile page. Cancels your action and takes you to the previous page. Configuring serviceability agents Serviceability Agents list Name Hostname IP Address System Name System OID Status Description The host name of the server on which the serviceability agent runs. The IP address of the server on which the serviceability agent runs. The system name of the server on which the serviceability agent runs. The system OID of the server on which the serviceability agent runs. The enabled or disabled status of the serviceability agent. The system disables SNMPv3 and displays Inactive as the default status. Activating a serviceability agent 1. On the System Manager web console, click Services > Inventory. 2. In the left navigation pane, click Manage Serviceability Agents > Serviceability Agents. 3. In the Agent List section, select one or more agents that you must activate. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 185

186 Hosted provider solution component configuration 4. Click Activate. The system activates the SNMPv3 functionality in the remote serviceability agent that you selected. If the system does not activate the SNMPv3 functionality, refresh the Web page and repeat Step 3 and Step 4. Managing target profiles for the selected serviceability agents 1. On the System Manager web console, click Services > Inventory. 2. In the left navigation pane, click Manage Serviceability Agents > Serviceability Agents. 3. In Agent List, select the active agents that you must manage. 4. Click Manage Profiles. 5. Click the SNMP Target Profiles tab. 6. Select the target profiles you must assign from the Assignable Profiles section. 7. Click Assign. You can unassign or remove target profiles from the Removable Profiles section by clicking Remove. 8. Click Commit to assign the profiles to the selected agent. Note: You can also select more than one serviceability agents and assign the same target profiles to all the agents. Configuring System Platform time to synchronize with an NTP server About this task For solution templates supporting the Network Time Protocol (NTP), the use of an NTP server within your network is the preferred configuration for synchronizing System Platform server time to a standards-based NTP time source. Otherwise, manually configure the System Platform server to a local time setting. 1. Click Server Management > Date/Time Configuration. The system displays the Date/Time Configuration page with default configuration settings. 2. In the Select Time Zone panel, select a time zone and click Save at the bottom of the page. The system sets the selected time zone on the System Platform virtual machines (System Domain (Dom-0) and Console Domain). The system also updates the time zone on the other virtual machines. 3. Click Use NTP for date and time. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 186

187 Hosted provider solution component configuration The Set Time and Date panel changes and displays fields and buttons for configuring, pinging, querying, and removing NTP servers. 4. Click Ping to check whether System Platform can reach the specified time server (NTP host) in your network. 5. Specify the IP address or hostname of a time server in your network and click Add in the Set Time and Date panel. The new time server is added to the configuration file for the local NTP daemon, and the new server should appear in the Added Servers list. 6. Click Save to synchronize the System Platform time with the NTP server. System Platform restarts for the NTP synchronization to take effect. 7. Log in again to the System Platform Web Console. 8. Click Server Management > Date/Time Configuration. The system displays the Date/Time Configuration page with default configuration settings. 9. Click Query State to check the NTP (Network Time Protocol) status. The system displays the status of the NTP daemon (NTPd) on System Platform. The various time sources in the NTPd status table appear in order of use. The primary (active) NTP server is listed first in the table, followed by one or more entries for fallback (backup) NTP servers in a preferred order. Creating SIP templates Before you begin You must be logged in to the Avaya Aura System Manager web interface. About this task You must create SIP templates in Avaya Aura System Manager that reflect the features in the user profile packages for each enterprise. For a description of the user profile packages offered in the Partner Cloud Powered by Avaya xcaas solution, see Partner Cloud Powered by Avaya xcaas Solution Description. These Avaya Aura templates are associated with the Avaya Control Manager templates that are created when Avaya Control Manager is configured. Avaya Control Manager templates are grouped together into profiles for each enterprise. The templates that need to be administered in System Manager are CM Endpoint templates for the user stations that will be created by Avaya Control Manager through System Manager. The endpoints that you need to create System Manager CM Endpoint templates for are: Avaya 96x1 IP Deskphones (SIP) Avaya 96x1 IP Deskphones (H.323) Avaya J129 SIP Phone Avaya B179 Conference Phone Avaya B189 IP Conference Phone October 2018 Deploying Partner Cloud Powered by Avaya xcaas 187

188 Hosted provider solution component configuration Avaya Vantage For the user profile packages currently offered in the Partner Cloud Powered by Avaya xcaas solution, you must create the following templates in Avaya Aura System Manager: Analog Foundation_1XC Foundation_9608_1XC Foundation_9611_1XC Foundation_9621_1XC Foundation_ADVD_1XC Foundation_B179 Foundation_EC500_1XC Foundation_EC500_9608_1XC Foundation_EC500_9611_1XC Foundation_EC500_9621_1XC Foundation_EC500_ADVD_1XC Foundation_EC500_B179 Foundation_MM-Advanced_1XC Foundation_MM-Advanced_9608_1XC Foundation_MM-Advanced_9611_1XC Foundation_MM-Advanced_9621_1XC Foundation_MM-Advanced_ADVD_1XC Foundation_MM-Advanced_B179 Mobility_1XC Mobility_9608_1XC Mobility_9611_1XC Mobility_9621_1XC Mobility_ADVD_1XC Mobility_B179 The following extensions currently do not exist in the Avaya Control Manager SIP templates - CM Endpoint Profile. To add the extensions to the SIP template, the tenant administrator must create a System Manager Custom template on Avaya Control Manager for each endpoint, see Adding custom System Manager template on page 336. After the System Manager Custom Endpoint template is created on Avaya Control Manager, the extensions are listed in the Avaya Control Manager SIP templates - CM Endpoint Profile. The tenant administrator must then create a CM Endpoint Template on System Manager. System Manager Custom template name on Avaya October 2018 Deploying Partner Cloud Powered by Avaya xcaas 188

189 Hosted provider solution component configuration Control Manager must be identical to the name of the Endpoint template created on System Manager. Avaya J169 IP Phone and Avaya J179 IP Phone Avaya H175 Video Collaboration Station Avaya Vantage 1. On the System Manager web console, click Services > Templates. 2. In the left navigation pane, click CM Endpoint. 3. Click the Custom Templates List tab. 4. Click New. 5. Select the Set type. 6. Enter a name in the Template Name field. 7. Complete the mandatory fields under the General Options, Feature Options, Site Data, Abbreviated Dialing, Enhanced Call Fwd and Button Assignment sections. 8. Click Commit. New Endpoint / Template field descriptions Use the fields to perform endpoint or template tasks. The page displays exclusive fields that occur for endpoints and templates apart from the General options, Feature Options, Site Data, Data Module/Analog Adjunct, Abbreviated Call Dialing, Enhanced Call Fwd, and Button Assignment sections. Field descriptions for Endpoints Name System Template Set Type Name Description Communication Manager to which the endpoint is assigned. Template that correspond to the set type of the endpoint. The set type or the model number of the endpoint. The name of the endpoint. The system displays the name on called telephones with display capabilities. In some messaging applications, such as Communication Manager Messaging, you enter the user name (last name first) and the extension to identify the telephone. The name is also used in the integrated directory. When you enter the first name and the last name of the user associated with an endpoint on User Management, the system populates Latin translation of the first name and the last name in the Name field. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 189

190 Hosted provider solution component configuration Field descriptions for Templates Name Set Type Template Name Button Commit Schedule Reset Cancel Description The set type or the model of the endpoint template. The name of the endpoint template. You can enter the name of your choice in this field. Description Saves the values that you enter and starts the add or edit operation. Displays the Job Scheduler where you can schedule the edit operation. Clears the values that you enter on the page. Cancels the current operation and returns to the previous page. Configuring Avaya Aura Presence Services Use the following checklist to identify the tasks you must perform to configure Avaya Aura Presence Services for the Partner Cloud Powered by Avaya xcaas solution. Partner Cloud Powered by Avaya xcaas is configured using the System Manager web interface. No. Task Notes 1 Create SIP routing domains. 2 Assign a Presence communication address to a user 3 Assign a Presence profile to a user 4 Assign a communication profile password to a user You must create SIP routing domain. For more information, see Administering Avaya Aura Presence Services This unique Presence identifier is used by other users, devices, or servers for exchanging IMs and presence information with this user. For more information, see Administering Avaya Aura Presence Services This is used to assign a user to a home Presence Services server, and assign attributes on a per-communication-profile basis. For more information, see Administering Avaya Aura Presence Services This password must be configured on Avaya endpoints, for example, Avaya one-x Communicator. Presence Services authenticates users with this password. For more information, see Administering Avaya Aura Presence Services Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 190

191 Hosted provider solution component configuration No. Task Notes 5 Disable crossdomain communication (optional) By default, users in different presence domains can exchange presence information. If needed, this setting can be disabled. For more information, see Administering Avaya Aura Presence Services Configuring Avaya Aura Session Manager Use the following checklist to identify the tasks you must perform to configure the Avaya Aura Session Manager for the Partner Cloud Powered by Avaya xcaas solution. Session Manager is configured using the System Manager web interface. Note: Configure one Avaya Session Border Controller for Enterprise per Avaya Aura Session Manager. No. Task Notes 1 Configure SIP domains. You must configure one SIP domain for each enterprise. 2 Configure routing locations. You must configure a routing location in Avaya Aura Session Manager for each office. 4 Configure Local Host Name Resolution. 5 Configure SIP entities, entity links, and Avaya Aura Session Manager ports. None. 6 Configure routing policies. None. 7 Configure time ranges. None. 8 Configure dial patterns. None. 9 Configure Device Settings Group timers and locations. 10 Configure remote office SIP proxy mappings. You must configure SIP entities in Avaya Aura Session Manager for Avaya Aura Communication Manager, Avaya Aura Messaging, and the core SBC SIP trunks. When you modify entity links, you can also verify the Avaya Aura Session Manager port. By default, you should set the port to None. None. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 191

192 Hosted provider solution component configuration Configuring SIP domains Creating domains 1. On the home page of the System Manager Web Console, in Elements, click Routing > Domains. 2. Click New. 3. In the Name field, enter the domain or sub-domain name. 4. In the Type field, select sip as the domain type from the drop-down menu. 5. In the Notes field, enter a description or other note as appropriate. 6. Click Commit. Modifying domains Warning: Changing the SIP domain name causes a login failure for Communication Address handles that use the domain name. 1. On the home page of the System Manager Web Console, in Elements, click Routing > Domains. 2. To edit information for existing domains or sub-domains: a. Select the domains that you want to edit. b. Click Edit. c. Make the changes to the domain data as required. d. Click Commit. 3. To copy existing domain data to a new domain: a. Select the domain. b. Click Duplicate. c. Edit the duplicate domain data as required. d. Click Commit. Creating routing locations About this task In Avaya Aura Session Manager, configure routing locations for each office site within an enterprise. An enterprise with multiple geographic office locations has multiple Session Manager routing locations. You can use the Locations screen to configure gateway and user locations. The IP address of the device determines the current physical location of the caller or the called user. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 192

193 Hosted provider solution component configuration Session Manager uses the following methods for location-based routing: If the location matches the IP address of the bottom-most VIA header against IP address patterns on the routing locations to select a location. If there is no IP address match found, uses the assigned location on the sending SIP entity. If no assigned Location is found, uses the assigned location of the Session Manager SIP entity. 1. On the System Manager web console, click Elements > Routing. 2. In the left navigation pane, click Locations. The system displays the Location Details screen. 3. Click New. 4. To add a new location, perform the following: a. In the Name field, enter the location. b. (Optional) In the Notes field, enter the notes about the location. c. In the Dial Plan Transparency in Survivable Mode section, enter the Dial Plan Transparency (DPT) parameters. d. In the Overall Managed Bandwidth Parameters section, specify the parameters for the location. e. In the Per-Call Bandwidth Parameters section, specify the average bandwidth per call for the location. f. In the Alarm Threshold section, specify the alarm threshold percentage for audio and multimedia calls for the location. g. In the Location Pattern section, click Add and enter an IP address pattern for the end user location. h. Fill in all other required fields. i. Click Commit to save your changes. 5. To edit an existing location, perform the following: a. Select an item from the list of locations. b. Click Edit. c. Update the required information. d. Click Commit to save your changes. Location Details field descriptions Use this page to set up and configure locations. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 193

194 Hosted provider solution component configuration General section Name Name Notes IP Network Region Communication Manager Description Name of the location. Notes about the location. IP Network Region that correlates with the Session Manager location. The Communication Manager that contains the IP Network Region. Dial Plan Transparency in Survivable Mode section Name Enabled Listed Directory Number Associated CM SIP Entity Description Enable or disable Dial Plan Transparency (DPT) in Survivable mode. Far end number where a DPT call gets routed. This number may only contain digits 0-9, '-', '.' or space character and may begin with a leading '+'. This number should be unique and should not match an LDN in any other Location. A Listed Directory Number is required if Enabled is selected. The Communication Manager server used to originate DPT calls from this location. The Communication Manager server should ideally be located in this location to maximize the probability of being reached in the event of a network outage. A SIP Entity name must be selected if Enabled is selected. Overall Managed Bandwidth section Name Managed Bandwidth Units Total Bandwidth Description Specifies the bandwidth unit for Overall Managed Bandwidth values. The total bandwidth available for use by any calls between this location and other locations. Any attempt to exceed this limit results in either calls either being alternate routed or denied. requested bandwidth of the calls may be reduced. If no value is specified, the bandwidth limit is infinite. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 194

195 Hosted provider solution component configuration Name Multimedia Bandwidth Description The bandwidth available for use by multimedia calls between this location and other locations. This is a subset of the Total Bandwidth value. Any attempt to exceed this limit results in either calls either being alternate routed or denied. requested bandwidth of the calls may be reduced. Audio Calls Can Take Multimedia Bandwidth If no value is specified, the use of the limit defined for Total Bandwidth depends on the value of Audio Calls Can Take Multimedia Bandwidth. If selected, Total Bandwidth can be used for any call type. If not selected, Total Bandwidth can be used only for audio calls. Specifies the use of multimedia call bandwidth for audio calls. If this check box is selected, the bandwidth reserved for multimedia calls may also be used for audio calls. If not, this bandwidth may only be used for multimedia calls. Per-Call Bandwidth Parameters section Name Maximum Multimedia Bandwidth (Intra- Location) Maximum Multimedia Bandwidth (Inter- Location) Minimum Multimedia Bandwidth Default Audio Bandwidth Description The maximum bandwidth allowed for a single multimedia call within this location. Calls requesting more bandwidth than this value are modified to use less bandwidth. Default value is 1000 Kbit/sec, range is Kbit/sec. The maximum bandwidth allowed for a single multimedia call between this location and another location. Calls requesting more bandwidth than this value are modified to use less bandwidth. Default value is 1000 Kbit/sec, range is Kbit/sec. The minimum bandwidth specified per multimedia media stream that Session Manager uses while reducing the bandwidth request for a call to or from this location to enforce any bandwidth restriction. If a bandwidth restriction requires Session Manager to reduce a media stream below this level, the stream is removed from the call, possibly resulting in the entire call being blocked. Media requests for bandwidth beneath this minimum is not blocked. This is solely a restriction on the ability of Session Manager to modify requests. Default value is 64 Kbit/sec and the range is Kbit/sec. The audio bandwidth assumed to be used by a call originating in this location that does not explicitly Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 195

196 Hosted provider solution component configuration Name Description specify its bandwidth needs using the Session Description Protocol (SDP). Such calls are assumed to be of audio type only. Default value is 80 Kbit/sec and the range is Kbit/sec. Alarm Threshold section Name Audio Alarm Threshold Description Threshold percentage for the audio portion of the administered Total Bandwidth value. When audio usage exceeds this percentage of the limit for the specified latency, an alarm will be raised. Valid range is 0% - 100% in increments of 5%. The default value is 80%. Set the value to 0% to disable the alarm. Note: The system displays Audio Alarm Threshold field if the Audio Calls Can Take Multimedia Bandwidth checkbox is cleared. Overall Alarm Threshold Threshold percentage for the administered Total Bandwidth value. When audio and multimedia usage exceeds this percentage of the limit for the specified latency, an alarm will be raised. Valid range is 0% - 100% in increments of 5%. The default value is 80%. Set the value to 0% to disable the alarm. Note: The system displays Overall Alarm Threshold field if the Audio Calls Can Take Multimedia Bandwidth checkbox is selected. Multimedia Alarm Threshold Latency before Audio Alarm Trigger Threshold percentage for the administered Multimedia Bandwidth value. When multimedia usage exceeds this percentage of the limit for the specified latency, an alarm will be raised. Valid range is 0% - 100% in increments of 5%. The default value is 80%. Set the value to 0% to disable the alarm. Latency before an alarm is raised for the audio portion of the Total Bandwidth value. The units are in minutes, with a range of 0 to 30. The default value is 5 minutes. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 196

197 Hosted provider solution component configuration Name Latency before Overall Alarm Trigger Latency before Multimedia Alarm Trigger Description Note: The system displays Latency before Audio Alarm Trigger field if the Audio Calls Can Take Multimedia Bandwidth checkbox is cleared. Latency before an alarm is raised for the Total Bandwidth value. The units are in minutes, with a range of 0 to 30. The default value is 5 minutes. Note: The system displays Latency before Overall Alarm Trigger field if the Audio Calls Can Take Multimedia Bandwidth checkbox is selected. Latency before an alarm is raised for the Multimedia Bandwidth value. The units are in minutes, with a range of 0 to 30. The default value is 5 minutes. Latency value specifies the amount of time during which a location exceeds a threshold before an alarm is raised. This specification helps to prevent excessive alarming if the network crosses back and forth over the alarm threshold value over a period of time. Alarm thresholds are sampled every 60 seconds for a given location. Location Pattern section Button Add Remove Name IP Address Pattern Description Add an IP address pattern to match for the location. Remove the IP address pattern to match for the location. Description An IP address or IP address pattern that maps IP address(es) to this location. IP addresses should uniquely map to locations. If an address matches several locations' patterns, the address gets assigned to the location with the most specific pattern matched. Pattern examples are: x.121.* 13x.1xx.* 135.* x Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 197

198 Hosted provider solution component configuration Name Description 2001:d8b::X:X 2001:d8b0::1xxx 2001:d8b0:adc0:14:10:10:* Note: Pattern can also accept IP address range. Example: IPv4: IPv6: 2a07:2a42:adc0:15:0:0:0:0-2a07:2a42:adc0:15:0:0:0:5 IP address mask is also a valid pattern. Example: IPv4: /16 IPv6: 2a07:2a42:adc0:15:0:0:0:0/64 This field accepts IPv6 addresses, ranges, and masks. You cannot use the wildcard pattern with a range or a mask. Notes Button Commit Cancel Additional notes. Description Save and apply the changes. Do not save and apply the changes. Creating Adaptations You can add URI parameters to the Request-URI. For example, you can append the parameter user=phone for all INVITEs routing to a particular SIP entity. You administer the egress Request- URI parameters on the Adaptation Details page in the Egress URI Parameters field. The format is the string that you need to append to the Request URI. The string must conform to the augmented BNF defined for the SIP Request URI in RFC3261. A leading ';' is optional. The entry ;user=phone;custapp=1 is equivalent to user=phone;custapp=1. 1. On the home page of the System Manager Web Console, in Elements, click Routing > Adaptations. 2. Click New. 3. Enter a descriptive name for the Adaptation Name. 4. In the Module Name field, select an Adaptation module from the drop-down menu. 5. In the Module Parameter Type field, select the parameter type from the drop-down menu. If the Module Parameter Type is Single Parameter, enter the appropriate value in the Module Parameter field. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 198

199 Hosted provider solution component configuration If the Module Parameter Type is Name-Value Parameter: a. Click Add. b. In the Name field, enter a module parameter name that does not contain white space. c. In the Value field, enter the module parameter value. d. Repeat adding Name and Value parameters as needed. 6. In the Egress URI Parameters field, enter a name for URI parameters to append to the Request-URI on outgoing calls. 7. In the Notes field, enter description about the adaptation module. 8. Ingress adaptation provides digit manipulation for calls coming into the Session Manager instance. To configure ingress digit conversion: a. Click Add in the Digit Conversion for Incoming Calls to SM section. b. Enter the matching pattern. The Matching Pattern field can have 1 to 36 characters. Mouse over the input field to view a tool tip describing the valid input. c. Enter the number of minimum and maximum digits to be matched in the Min and Max fields respectively. d. Add Phone Context as an optional parameter for the ingress adaptation rules. e. In the Delete Digits field, enter the number of digits that you want to delete from the left side of the dialed number. f. In the Insert Digits field, enter the digits that you want to insert before the dialed number. g. In the Address to modify field, select a value from the drop-down menu. h. Enter any additional or special adaptation information in Adaptation Data field. The adaptation data can be up to 20 characters in length including alpha characters, numeric characters 0-9, +, *, #, and -. i. Continue clicking the Ingress Adaptation Add button until you have configured all the required ingress matching patterns. 9. To remove a matching pattern for ingress adaptations, select the check box next to the pattern and click Remove. 10. Egress adaptation provides digit manipulation for calls going out of the Session Manager instance. To configure egress digit conversion: a. Click Add under the Digit Conversion for Outgoing Calls from SM section. b. Enter the Matching Pattern. Mouse over the input field to view a tool tip describing the valid input. c. Enter the number of minimum and maximum digits to be matched in the Min and Max fields respectively. d. Add Phone Context as an optional parameter for the egress adaptation rules. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 199

200 Hosted provider solution component configuration e. In the Delete Digits field, enter the number of digits that you want to delete from the left side of the dialed number. f. In the Insert Digits field, enter the digits that you want to insert before the dialed number. g. In the Address to modify field, select a value from the drop-down menu. h. Enter any additional or special adaptation information in Adaptation Data field. Note: In the case of the Verizon Unscreened ANI feature, the data entered in the outgoing Adaptation Data field is verified to ensure that it complies with the required format of a Screened Telephone Number (STN). i. Continue clicking the Egress Adaptation Add button until you have configured all the required egress matching patterns. 11. To remove a matching pattern for egress adaptations, select the check box next to that pattern and click Remove. 12. Click Commit. Configuring Local Host name Resolution Local Host Name Resolution Session Manager can locally resolve host names into an ordered set of IP address, port, and transport tuples and assigns priority and weights to each tuple. Local Hostname Resolution is only applied to host names provisioned by the administrator and overrides normal DNS resolution. For example, if Session Manager is attempting to resolve nj.proxy.avaya.com, and the host name is provisioned as a local host name, Session Manager will skip the DNS resolution and instead determine the request target using the tuples for nj.proxy.avaya.com. To route a SIP INVITE, Session Manager needs the IP addresses corresponding to the Fully Qualified Domain Name (FQDN) in the INVITE. To resolve a host name by replacing it with its IP address, Session Manager checks for the host name on the local network. If the host name cannot be resolved through broadcasting on the local network, Session Manager searches for the host name in the host names file or by querying the DNS server that maintains the host name to IP address mapping. Note: The IP address field supports IPv6 addresses if the global settings page has the Enable IPv6 field selected. Creating a Local Host Name Resolution About this task Using the Local Host Name Resolution screen, you can create, edit, and delete local host name entries. Host name entries on this screen override the information provided by DNS. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 200

201 Hosted provider solution component configuration 1. Verify that at least one entity link has been defined for each FQDN and Transport entry. 2. On the home page of the System Manager Web Console, in Elements, click Session Manager > Network Configuration > Local Host Name Resolution. 3. Click New. 4. Enter the host information on the New Local Host Name Entries page. You can enter a maximum of ten host names. a. For the Host Name (FQDN), enter the Fully Qualified Domain Name or IP address of the host. The host name entries override the information provided by DNS. b. Enter the IP Address that the host name is mapped to. A host can be mapped to more than one IP addresses and each of these mappings are a separate entry. c. Enter the Port that the host should use for routing using the particular IP address. d. Enter a value for the Priority. If there are multiple IP address entries for a given host, Session Manager tries the administered IP addresses in the order of the priority. e. Enter a value for the Weight. If there are multiple IP address entries for a given host, and if some entries have the same priority, then for each priority level, the Session Manager chooses a host according to the specified weights. f. Select a Transport. The default is TLS. 5. Click Commit. Configuring SIP entities and ports SIP Entities A SIP network consists of a number of SIP entities. Examples of a SIP Entity include: Session Manager Communication Manager Session Border Controller SIP trunks With the Endpoint Concentrator type, you can have up to 1000 connections from a single IP address. The single IP address can be shared by multiple Windows instances running on a virtualized server. SIP Link Monitoring is disabled for this SIP Entity type. When Session Manager receives a request where the host part of the request-uri is the IP address of the Session Manager, the Session Manager associates one of the administered domains with the port on which the request was received. In cases when Session Manager cannot associate any administered routing policies, the request is sent to the SIP entity that is administered as an outbound proxy. If no outbound proxy is provisioned, then Session Manager will proxy the request on its own. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 201

202 Hosted provider solution component configuration The system searches the IP Address by default when any string is configured in the Credential Name. The Credential name is a regular expression string and follows Perl version 5.8 syntax. The following are examples of entering information in the Credential name: For enter the string www\.sipentity\.domain\.com. For , enter the string 192\.14\.11\.22. You can search for a subset of the string or you can create a wild card search. For example, to search for domain.com as a substring, enter the string domain\.com. Creating SIP Entities About this task Use this procedure to create a SIP entity. 1. On the home page of the System Manager Web Console, in Elements, click Routing > SIP Entities. 2. Click New. 3. In the General window, do the following: a. In the Name field, type the name of the SIP entity. b. In the IP Address Family field, click the address types that the SIP entity supports. For more information see IP address family validations. For administering SIP entities by using IPv6 address, ensure that on the Global Settings page, the Enable IPv6 check box is selected. If IPv6 is not enabled, the IPv6 and Both options are not available. Depending on the IP Address Family that you select, the system displays: For IPv4 IP address family: FQDN or IPv4 Address field. For IPv6 IP address family: FQDN or IPv6 Address field. For Both address family: FQDN or IPv4 Address and FQDN or IPv6 Address fields. For SIP entities other than Session Manager, if the FQDNs for IPv4 and IPv6 are separate, you must specify both fields with the corresponding IPv4 and IPv6 FQDNs. If one FQDN resolves to both IPv4 and IPv6 addresses, fill the FQDN or IPv4 Address field. You can leave the FQDN or IPv6 Address field blank. For Session Manager SIP entities, you must specify only IP addresses. Session Manager supports a mixture of FQDN and IPv6 addresses for SIP entities other than Session Manager. c. In the FQDN or IP4 Address or FQDN or IP6 Address fields, type the FQDN or IP address of the SIP entity. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 202

203 Hosted provider solution component configuration d. In the Type field, click Session Manager as the type of SIP entity. e. In the Notes field, type information about the SIP entity. f. In the Location field, click a location. g. In Outbound Proxy, click a proxy. For Session Manager, you must specify an Outbound Proxy. Note: h. In the Time Zone field, click the default time zone for the SIP entity. i. In the Minimum TLS Version, click TLS version that you want to configure. Use this field if you want to set the minimum allowed TLS version to a different setting other than the global setting for this sip entity. j. In the Credential name field, type a regular expression string. For example: To use type the string www \.sipentity\.domain\.com. 4. For a non-session Manager SIP Entity type, click the appropriate mode in Loop Detection Mode. The default value of Loop Detection Mode is On. 5. In the SIP Link Monitoring field, click one of the following: Use Session Manager Configuration Link Monitoring Enabled - In the Proactive Monitoring Interval (in seconds) field, type the time. The range is 1 to 9000 seconds, and the default value is In the Reactive Monitoring Interval (in seconds) field, type the time. The range is 1 to 900 seconds, and the default value is In the Number of Tries field, type a number. The range is 0 to 15, and the default value is 1. Link Monitoring Disabled 6. To specify the Entity Links: a. Click Add. b. In the Name field, type the name. c. In the SIP Entity 1 field, click the required Session Manager SIP Entity. SIP Entity 1 must always be a Session Manager instance. d. In the IP Address Family field, click the address types that the SIP entity supports. e. In the Protocol field, click the appropriate protocol. f. In the Port field, type the required port. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 203

204 Hosted provider solution component configuration g. In the SIP Entity 2 field, click the required non-session Manager SIP Entity. h. In the Port field, type the required port. This is the port on which you have configured the remote entity to receive requests for the specified transport protocol. i. In the Connection Policy field, click the appropriate policy. Session Manager does not accept SIP connection requests or SIP packets from untrusted SIP entities. j. Click Deny New Service to deny service for the associated entity link. 7. (Optional) In the Failover field, add ports if the SIP entity is a failover group member. This step is applicable only for Session Manager SIP entity type. 8. To specify the Port parameters: a. Click Add in the Port section. b. Enter the necessary port and protocol parameters. c. To remove an incorrectly added Port, click the respective Port and click Remove. 9. For OPTIONS requests, in the Response Code & Reason Phrase field, add or remove a SIP code and phrase to mark the SIP entity as up or down, respectively. 10. Click Commit. Modifying SIP entities Note: Changes to the protocol and port in the Port section of a Session Manager SIP entity can cause signalling issues in endpoints. Changing a Failover Port on the SIP Entity: - affects entity links that are auto-generated during failover. - affects any other entity links which are unrelated to failover but share the same failover Port. 1. On the home page of the System Manager Web Console, in Elements, click Routing > SIP Entities. 2. Select the SIP entity you want to modify. 3. Click Edit. 4. Make the necessary changes to the appropriate fields. 5. Click Commit. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 204

205 Hosted provider solution component configuration SIP Entities field descriptions Button New Edit Delete Duplicate More Actions > Display SIP Entity References More Actions > Import More Actions > Export SIP Entities More Actions > Export all data More Actions > Deny new service for all Entity Links More Actions > Accept new service for all Entity Links Name Name IP Address Family Description Create a new SIP entity. Modify the selected SIP entity. Delete the selected the SIP entity. Create a duplicate of the selected SIP entity and assign a new state to it. Display the routing policies, adaptations, and locations that correspond to the SIP entity on the Overview of References to SIP Entities page. Import from XML files or zip file containing one or more XML files using the Import data page. Export the SIP entity data as an XML file to a specified location using the Export SIP Entities page. Export data for all routing entities as a zipped file to a specified location using the Export all data page. Deny new service for all entity links associated with the selected SIP entities (busyout condition). Accept new service for all entity links associated with the selected SIP entities (released condition). Description SIP entity name. This name must be unique and can have between 3 and 64 characters. Type of IP addresses that the SIP entity supports. Depending on the IP Address Family that you select, the system displays: For IPv4 IP address family: FQDN or IPv4 Address field. For IPv6 IP address family: FQDN or IPv6 Address field. For Both address family: FQDN or IPv4 Address and FQDN or IPv6 Address fields. For SIP entities other than Session Manager, if the FQDNs for IPv4 and IPv6 are separate, you must specify both fields with the corresponding IPv4 and IPv6 FQDNs. If one FQDN resolves to both IPv4 and IPv6 addresses, fill the FQDN or IPv4 Address field. You can leave the FQDN or IPv6 Address field blank. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 205

206 Hosted provider solution component configuration Name FQDN or IPv4 Address FQDN or IPv6 Address Type Description For Session Manager SIP entities, you must specify only IP addresses. Fully qualified domain name or IPv4 address of the SIP entity. Fully qualified domain name or IPv6 address of the SIP entity. The type of SIP entity, such as Session Manager. Note: You can select the SIP entity type as ELIN Server. This type is used by third party E911 services. The services determine the location of a user based on the IP address to send the new ELIN to Session Manager in case of emergency call. The SIP Entity selected as the ELIN server should be resolved through local host name resolution to use either the primary or secondary IP address. Notes Additional notes about the SIP entity. Configuring entity links Entity Links Routing entity links connect two SIP entities through the Session Manager to define the network topology for SIP routing. Entity Links connect two SIP entities. Trusted Hosts are indicated by assigning the Trust State to the link that connects the entities. Session Manager uses an Entity Link to send or receive messages directly from the entity. You must configure an entity link between Session Manager and any administered SIP entity. To communicate with other SIP entities in the network, each Session Manager instance must identify the port and transport protocol of the entity link to the SIP entities. The Session Manager listens on the local port for connections from the remote entity using the given transport protocol. If the Override Port & Transport check box is selected for the SIP entity, Session Manager uses DNS information to determine the port and transport information to the remote entity. If the Override Port & Transport check box is not selected for the SIP entity, Session Manager determines the port and transport information to the remote entity using the data administered in the Entity Link table. Deny new service state When in the deny new service state, Entity Links do not accept new incoming calls and Session Manager does not route outgoing calls over these links. Link monitoring continues over these links but no alarms are generated for the denied links. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 206

207 Hosted provider solution component configuration When placing an Entity Link into the Deny New Service state, you can: Take selected SIP Entities out of service for upgrades and repair without receiving numerous SIP Monitoring alarms. Test alternate routing paths by denying the primary link Session Manager uses on a given route. Deny selected links during a planned WAN outage. Creating Entity Links 1. On the home page of the System Manager Web Console, in Elements, click Routing > Entity Links. 2. Click New. 3. Type the name in the Name field. 4. Enter the SIP entity 1 by selecting the required Session Manager SIP entity from the dropdown list and provide the required port. SIP entity 1 must always be a Session Manager instance. The default port for TCP and UDP is The default port for TLS is Enter the SIP entity 2 by selecting the required non-session Manager SIP entity from the drop-down list and provide the required port. The port is the port on which you have configured the remote entity to receive requests for the specified transport protocol. 6. In the IP Address Family field, select the IP address family. 7. From the Connection Policy drop-down menu, select Trusted. 8. Session Manager does not accept SIP connection requests or SIP packets from untrusted SIP entities. 9. Click Commit. Modifying Entity Links 1. On the home page of the System Manager Web Console, in Elements, click Routing > Entity Links. 2. Select the entity link you need to modify. 3. Click Edit. 4. Make the required changes. Note: SIP Entity 1 must always be a Session Manager instance. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 207

208 Hosted provider solution component configuration 5. Click Commit. Configuring routing policies Creating Routing Policies 1. On the System Manager Web Console, under Elements, click Routing > Routing Policies. 2. Click New. 3. Under the General section, type a routing policy name and notes in the relevant fields. 4. In the Retries field, type the number of retries for the destination SIP entity. Note: The default value in Retries field is zero. The valid values are Select the Disabled check box to disable the routing policy. 6. Under the SIP Entity as Destination section, click Select to select the destination SIP entity for this routing policy. 7. Select the required destination and click Select. 8. Under the Time of Day section, click Add to associate the Time of Day routing parameters with this Routing Policy. 9. Select the Time of Day patterns that you want to associate with this routing pattern and click Select. If there are gaps in the selected Time of Day coverage pattern, Session Manager displays a warning message. If such gaps exist in the Time of the Day coverage, randomness in routing selections may be observed. 10. Type the relative rankings that you want to associate with each Time Range. Lower ranking values indicate higher priority. 11. Under the Dial Patterns and Regular Expressions sections, click Add to associate existing Dial Patterns and Regular Expressions with the Routing Policy. 12. Select a dial pattern from the pattern list or a regular expression from the regular expression list, and click Select. Note: This field can be left blank. The routing policy can be added to the dial pattern or regular expression when you add it. 13. Click Commit. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 208

209 Hosted provider solution component configuration Modifying Routing Policies 1. On the home page of the System Manager Web Console, under Elements, click Routing > Routing Policies. 2. Select a routing policy for modification. 3. Click Edit. 4. In the General section, modify a routing policy name and add notes in the relevant fields if required. 5. In the Retries field, enter the number of retries for the destination SIP entity. Note: The default value in Retries field is zero. The valid values are Select the Disabled check box to disable the routing policy. 7. In the SIP Entities as Destination section, click Select to select another destination SIP entity for this routing policy if required. 8. Select the required destination and click Select. 9. In the Time of Day section, click Add to associate another Time of Day routing parameters with this Routing Policy, if required. 10. Select the Time of Day patterns that you want to associate with this routing pattern and click Select. If there are gaps in the selected Time of Day coverage pattern, the Session Manager displays a warning message. If such gaps exist in the Time of the Day coverage, randomness in routing selections may be observed. 11. Enter the relative rankings that you want to associate with each Time Range. Lower ranking values indicate higher priority. 12. If you need to dissociate the Time of Day routing parameters from this Routing Policy, click Remove from the Time of Day section. 13. In Dial Patterns or Regular Expressions, click Add to associate existing Dial Patterns and Regular Expressions with the Routing Policy. Select a dial pattern from the pattern list or a regular expression from the regular expression list and click Select. If you have not specified the dial patterns or regular expressions, you can add the routing policy to the dial pattern or regular expression when you add them later. 14. In Dial Patterns or Regular Expressions, click Remove to dissociate existing Dial Patterns and Regular Expressions with the Routing Policy. 15. Select another dial pattern, if required, from the pattern list or a regular expression from the regular expression list and click Select. 16. Click Commit. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 209

210 Hosted provider solution component configuration Routing Policies field descriptions Use this page to create, modify, delete, and manage routing policies. Button New Edit Delete Duplicate More Actions > Import More Actions > Export Routing Policies More Actions > Export all data Name Name Disabled Retries Destination Notes Description Create a new routing policy. Modify the selected routing policy. Delete the selected routing policy. Create a duplicate of the selected routing policy and assigns a new state to it. Import routing policy data from XML files or a zip file containing one or more XML files. Export the routing policy data as an XML file to a specified location. Export data for all the routing entities as a zipped file to a specified location. Description Name of the routing policy. Indicates the routing policy is disabled and should not be used. Number of retries for the destination SIP entity. Valid values are 0-5. The default is 0. SIP Entity as Destination. Additional information about the routing policy. Configuring time ranges Time Ranges Use the Time Ranges page to create, modify, delete, and manage time ranges for each administered Routing Policy. You must specify as many Time Ranges as necessary to cover all hours and days in a week for each administered Routing Policy. For example: Routing Policy A can be in effect on all weekdays from 9:00 a.m. to 5:59 p.m. Routing Policy B can be in effect on all weekdays from 6:00 p.m. to 9 a.m. Routing Policy C time ranges can be in effect on weekends. These three Time Ranges together determine how calls should be routed throughout the week. Routing Policies that a Session Manager server selects can be prioritized based on time-of-day routing information. Based on this selection, Session Manager: determines the current time at the destination entity. The current time on the Session Manager is converted to the time at the destination SIP Entity using the administered time zone. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 210

211 Hosted provider solution component configuration finds the Time Range that you administered. The Time Range contains the time at the destination. finds the rank that you administered on the Routing Policy for the selected Time Range. After the selection, Session Manager orders the Routing Policies in ascending order and tries one route in each priority as per the administered order. Note: Priorities must not overlap. If the priorities overlap, the order of routing policies that have the same priorities will be random. Creating Time Ranges 1. On the home page of the System Manager Web Console, in Elements, click Routing > Time Ranges. 2. Click New. 3. Enter the name, then select the required days by entering the start and end times and notes for the new time range. Start times start with the first second of the hour:minute. End Times go through the last second of the end hour:minute. 4. Click Commit. Modifying Time Ranges 1. On the home page of the System Manager Web Console, in Elements, click Routing > Time Ranges. 2. Select the time range you need to change. 3. Click Edit. 4. Make the necessary changes. 5. Click Commit. Time Range List field descriptions Use this page to define or modify a Time Range. Name Name Mon to Sun Description Name for the Time Range. It can have between three and 64 characters. The name cannot contain the following characters: <, >, ^, %, #, * Selected check box indicates the days of the week applicable for the Time Range. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 211

212 Hosted provider solution component configuration Name Start Time End Time Notes Button Select Cancel Description Start time for the Time Range. For a 24 hour Time Range, the start time is End time for the Time Range. For a 24 hour Time Range, the end time is 23:59. Additional notes about the Time Range. Description Selected Time Range is assigned to the Routing Policy. Cancels the changes to the Time Range. Configuring dial patterns Dial Patterns A dial pattern specifies routing policies to route a call based on the digits dialed by a user. The system matches a dial pattern and then routes the call based on the dial pattern. Session Manager matches the dialed digits after applying any administered ingress adaptation. The system also uses the following to determine how to route the call: the originating location of the call. the domain in the request-uri. the Global Settings option of the Better Matching Dial Pattern or Range in Location ALL Overrides Match in Originator's Location on the Session Manager Administration page. The following sections describe the dial pattern look-up method with respect to the Global Setting option. If the Global Settings option is not selected: 1. Session Manager compares the user-part of the Request-URI with all dial patterns valid for the originating location where the domain matches the domain in the Request-URI. A Dial Pattern is valid for a particular location if : the location in the dial pattern matches the originating location. the dial pattern is for ALL locations. 2. Dial patterns that match the originating location are considered before dial patterns for ALL locations. If a dial pattern for the originating location matches the digits, dial patterns for ALL locations are ignored. 3. If no matching dial patterns are found, the domain in the Request-URI is modified to remove one level of subdomain until only a top-level domain is left. For example, if dr.avaya.com does not match, Session Manager attempts to match avaya.com. If avaya.com does not match, Session Manager then attempts to match.com, which fails. 4. If more than one Dial Pattern matches, Session Manager selects the Dial Pattern with the longest matching pattern. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 212

213 Hosted provider solution component configuration If the Global Settings option is selected: 1. Session Manager compares the user-part of the Request-URI with all dial patterns valid for the originating location where the domain matches the domain in the Request-URI. Only dial patterns matching the location are considered. 2. If no matching dial patterns are found, the domain in the Request-URI is modified to remove one level of subdomain until only a top-level domain is left. For example, if dr.avaya.com does not match, Session Manager attempts to match avaya.com. If avaya.com does not match, Session Manager then attempts to match.com, which fails. 3. If more than one dial pattern matches,session Manager selects the dial pattern with the longest matching pattern. 4. Similarly, dial patterns administered for ALL locations are also compared. 5. The comparison may result in two matching dial patterns, one for ALL locations and one for a specific location. Session Manager select the longest matching pattern. A longer pattern administered for ALL locations overrides a location-specific pattern. If both matching patterns are of the same length, then both patterns are examined for wildcard characters. If one pattern contains a wildcard and the other does not, then the pattern without a wildcard is selected. If both patterns contain a wildcard, then the location-specific pattern is selected. Examples - Global Settings option is selected: Location Specific Pattern ALL Locations Pattern Chosen Pattern Location-Specific ALL Locations Location-Specific x ALL Locations x Location-Specific 1x ALL Locations 13035xx 130xxxx Location-Specific 1303xxxxx xx ALL Locations Session Manager matches patterns using the following algorithm: Valid digits are 0-9. Valid characters for the leading position are,+, *, and #. Any other characters are not matched. A lowercase x is a wildcard character that matches a character from the allowed characters mentioned above. Spaces are not allowed. Longer matches have a higher priority over shorter matches. For example, has a higher priority as compared to For matches of equal length, exact matches have a higher priority over wildcard matches. For example, has a higher priority as compared to +1xxx555. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 213

214 Hosted provider solution component configuration Longer matches with trailing wildcard character x have a higher priority over shorter matches. Therefore you should not use wildcard character x as trailing character. For example +650xxxxxxx has a higher priority as compared to For both routing policies and adaptations, the pattern matching rules work in the same manner. Note: If multiple Routing Policies have the same destination SIP Entity and are assigned to the same Dial Pattern, Session Manager behaves as if the Route Policy Retries field is set. The value is equal to the number of administered Routing Policies. The Route Policy Retries value specifies the number of times the Session Manager polls a SIP Entity before timing out. Creating Dial Patterns Use the Dial Patterns page to create Dial Patterns and to associate the Dial Patterns to a Routing Policy and Locations. Note: You cannot save a dial pattern unless you add at least a routing policy or a denied location. 1. On the home page of the System Manager Web Console, in Elements, click Routing > Dial Patterns. 2. Click New. 3. Enter the Dial Pattern General information in the General section. Note: You can provide a Domain to restrict the Dial Pattern to the specified Domain. 4. Under the Originating Locations and Routing Policies section, click Add. 5. Select all the required Locations and Routing Policies that you want to associate with the Dial Pattern. 6. When you have finished making your selections, click Select. 7. To deny calls from the specified locations: a. Click Add under the Denied Locations section. b. Select all the Locations that are to be denied. c. When you have finished making your selections, click Select. 8. Click Commit. Modifying Dial Patterns 1. On the home page of the System Manager Web Console, in Elements, click Routing > Dial Patterns. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 214

215 Hosted provider solution component configuration 2. Select the dial pattern you want to modify. 3. Click Edit. 4. Modify information as required. 5. Add or remove Locations and click Select. 6. Add or remove Routing Policies as required and click Select. 7. Click Commit. Note: You cannot save a dial pattern unless the dial pattern has at least one routing policy or a denied location associated to the dial pattern. Dial Pattern Details field descriptions General section Name Pattern Description The dial pattern to match. The pattern can have 1 to 49 characters. The valid pattern format for different pattern types are as follows: For regular patterns, [+*#0-9x][0-9x]{0,35} For pattern ranges, [+0-9][0-9]{0,23}[:][+0-9][0-9] {0,23} For patterns with Emergency number, [0-9]{0,35} Note: Min Max Emergency Call If you specify a Dial Pattern Range, the system disables the Min, Max, and Emergency Call fields. The minimum number of digits to match in the dial pattern. The maximum number of digits to match in the dial pattern. Indicate if the call is an emergency call. Note: Important constraints of this feature are: Each location can have up to 100 emergency numbers assigned. The emergency dial number must match the emergency dial number in the 96xx settings file for all SIP phones in the identified location. Failure to follow this guideline can Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 215

216 Hosted provider solution component configuration Name Description result in users being unable to dial emergency numbers. Emergency Priority Based on the IP address of the endpoint, up to 100 emergency numbers get downloaded to the endpoint, with each number assigned with a separate priority. Emergency Type SIP Domain Notes Note: PPM sends the emergency number, type, and priority/default to the endpoint. The first number in the list of emergency numbers, sent to the endpoint device, gets assigned with the Emergency soft key on the device. Do not assign the same priority number for more than one emergency number of a location. Type of emergency number. Examples are medical and fire. Domain for which you want to restrict the dial pattern. Other information. Originating Locations and Routing Policies section Button Add Remove Name Select check box Originating Location Name Originating Location Notes Routing Policy Name Rank Routing Policy Disabled Routing Policy Destination Routing Policy Notes Description Add locations and routing policies for the dial patterns. Remove locations and routing policies for the dial patterns. Description Select and use the digit conversion for the incoming calls. Name of the location to be associated to the Dial Pattern. Notes about the selected location. Name of the Routing Policy to be associated to the Dial Pattern. Rank order. Name of the Routing Policy that should not be used for the Dial Pattern. Destination of the Routing Policy. Other information about the Routing Policy. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 216

217 Hosted provider solution component configuration Denied Originating Locations section Button Add Remove Name Select check box Originating Location Notes Button Commit Cancel Description Add denied locations for the dial patterns. Remove denied locations for the dial patterns. Description Select denied locations for the Dial Pattern match. Name of the location to be associated to the Dial Pattern. Notes about the selected location. Description Save the Dial Pattern changes. Cancel changes to the Dial Pattern and return to the Dial Patterns page. Configuring Device Settings Group timers and locations Creating Device Settings Groups About this task Create Device Settings Groups, and configure registration expiration timers and the endpoint timer B for each group. 1. On the System Manager console, in the Elements section, click Session Manager. 2. Click Device and Location Configuration > Device Settings Groups to open the Device Settings Groups page. The Device Settings Group page displays the list of Device Settings Groups. 3. In the Location Groups section, click New. 4. In the General section, set the following parameters: Name Description 5. In the Server Timer section, set the following parameter: Registration Expiration Timer (secs) - In the Maximum field, type In the Minimum field, type In the Endpoint Timer section, set the Timer B (sec) parameter to Click Save to save your new Device Settings Group. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 217

218 Hosted provider solution component configuration Next steps Assign locations for the Device Settings Groups you configured. Assigning locations for Device Settings Groups Before you begin Create Device Settings Groups. About this task Assign locations to the Device Settings Groups you created. 1. On the System Manager console, select Elements > Session Manager > Device and Location Configuration > Location Settings. 2. For each location hosting endpoints, select Low-Registration-Timer-Group from the Device Setting Group drop-down menu. 3. Click Save to save your changes. Enabling Remote Access on System Manager About this task An enterprise or a hosted service provider uses the Session Manager Remote Access feature to provide fully functional communication services to a remote user working over the public Internet without VPN connectivity. Use the following step to execute the script on System Manager. #/opt/avaya/session_manager/install/util/sm_deployment_config.sh -n -e remo This script enables the remote access functionality on System Manager. For more information, see SIP Remote Office Solution (REMO). Creating a Remote Access Configuration 1. On the home page of the System Manager Web Console, in Elements, click Session Manager > Network Configuration > Remote Access. 2. Click New. 3. In the Name field, enter a SIP Proxy name. 4. In the Note field, enter a note about the SIP Proxy. 5. To add a new SIP Proxy mapping with Session Manager: a. In the SIP Proxy Mapping table, click New. b. Enter the SIP Proxy Public Address associated with the Session Manager. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 218

219 Hosted provider solution component configuration 6. To add a new SIP Proxy Private IP address: a. In the SIP Proxy Private IP Addresses table, click New. b. Enter the private IP address of the SIP Proxy in the enterprise. c. Select the Securable check box to mark SBC and remote workers as securable. 7. Click Add. Remote Access Configuration page field descriptions Name Name Note Click to open Remote Access Reference Map Description Name of the Remote Access configuration. Optional information of the Remote Access configuration. The map displays the reference configuration of the remote access solution. Reference Point A indicates the external, publicfacing IP address of the SBC. Reference Point B indicates the internal facing IP address and port of the SBC. Reference Point C indicates the IP address of the Session Manager. SIP Proxy Mapping Table Button New Delete Name SIP Proxy Public Address (Reference A) Session Manager (Reference C) IP Address Family Description Add a new row in the SIP Proxy Mapping table. Delete the selected row in the SIP Proxy Mapping table. Description The Public IP address of the enterprise SBC. The selected Session Manager instance. If on the Session Manager Administration page, the Enable Military Support field is selected, the Session Manager (Reference C) screen displays branch Session Manager instances along with Session Manager instances. The IP address family of the Session Manager instance. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 219

220 Hosted provider solution component configuration Name Description Depending on the Session Manager instance the IP address family type is selected as following: If Session Manager [Reference C] supports IPv4 only, the valid value for the IP address family type is IPv4. If Session Manager [Reference C] supports IPv6 only, the valid value for the IP address family type is IPv6. If Session Manager [Reference C] supports IPv6 and IPv4 (both), the valid values for the IP address family type is IPv6 and IPv4 and not both. As part of validation, the following is true: If Reference C entries in mapping table contains only IPv4 family, then in private addresses table, only IPv4 addresses are allowed in Reference B field. If reference C entries in mapping table contains only IPv6 family, then in private addresses table, only IPv6 addresses are allowed in Reference B field. If Reference C entries in mapping table are of mixed IPv4 and IPv6 family types, then in Reference B field both IPv4 and IPv6 address are allowed. SIP Proxy Private IP Addresses Button New Delete Name SIP Private Address (Reference B) SBC Type Securable Note Description Add a new row in the SIP Proxy Private IP Addresses table. Delete the selected row in the SIP Proxy Private IP Addresses table. Description The Private IP address of the enterprise SBC. The type of SBC used in the Remote Access configuration. Mark SBC and remote workers as securable. Optional information about the SIP Proxy Private IP address. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 220

221 Hosted provider solution component configuration Button Add Cancel Description Add the Remote Access configuration. Cancel the changes for the Remote Access configuration. Disabling the maximum connection per PPM client 1. On the System Manager web console, click Elements > Session Manager. 2. In the left navigation pane, click Session Manager Administration. The system displays the Session Manager Administration page. 3. In the Session Manager Instances section, select the existing session manager instance and click View. 4. In the Personal Profile Manager Connection Settings section, clear the Limited PPM Client Connection check box. If you select the Limited PPM client connection check box, the system allows a maximum of 10 connections per IP address. Configuring Avaya Diagnostic Server (SAL Gateway) Use the following checklist to identify the tasks you must perform to configure Avaya Diagnostic Server (SAL Gateway) for the Partner Cloud Powered by Avaya xcaas solution. No. Task Notes 1 Make sure all Avaya Aura components and Avaya Aura Messaging are connected to the ADS/SAL gateway in your hosted provider network. None. 2 Register the system. You must submit the Universal Install/ SAL Registration Request form to Avaya to obtain the information that you must enter in the ADS/SAL Gateway. 3 Start the ADS/SAL Gateway user interface. 4 Configure the ADS/SAL Gateway. Configuration prerequisites None. None. Before configuring the ADS/SAL Gateway, you must start the registration process and receive product registration information from Avaya. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 221

222 Hosted provider solution component configuration To register a product, download and complete the SAL Universal Install Form Help Document form and submit the form to Avaya. The form includes complete instructions. The SAL registration form is available at In the Help & Policies section, click More Resources. The system displays the More Resources page. Click Avaya Equipment Registration, and search for SAL Universal Install Form Help Document. Starting the SAL Gateway user interface 1. Log in to the System Platform Web Console. 2. In the navigation pane of the System Platform Web Console, click Server Management > SAL Gateway Management. 3. On the Server Management: SAL Gateway Management page, click Enable SAL Gateway. 4. On the SAL Gateway Management page, click Launch SAL Gateway Management Portal. 5. When the SAL Gateway displays the Log on page, enter the same user ID and password that you used for the System Platform Web Console. To configure SAL Gateway, you must log in as admin or another user that has an advanced administrator role. Users that have an administrator role can only view configuration of the SAL Gateway. After you log in, the Managed Element page of the SAL Gateway user interface displays. If the SAL Gateway is running, the system displays two messages at the top of the page: SAL Agent is running Remote Access Agent is running Configuring the Avaya Diagnostic Server (SAL Gateway) About this task Use this procedure to configure the identity of the SAL Gateway. This information is required for the SAL Gateway to communicate with the Secure Access Concentrator Core Server (SACCS) and Secure Access Concentrator Remote Server (SACRS) at Avaya. 1. In the navigation pane of the SAL Gateway user interface, click Administration > Gateway Configuration. 2. On the Gateway Configuration page, click Edit. 3. On the Gateway Configuration (edit) page, complete the following fields: IP Address October 2018 Deploying Partner Cloud Powered by Avaya xcaas 222

223 Hosted provider solution component configuration Solution Element ID Alarm ID Alarm Enabled For field descriptions, see Gateway Configuration field descriptions on page (Optional) Complete the following fields if the template supports inventory collection: Inventory Collection Inventory collection schedule 5. Click Apply. Note: The configuration changes do not take effect immediately. The changes take effect after you apply configuration changes on the Apply Configuration Changes page. 6. If necessary to cancel your changes, click Undo Edit. The system restores the configuration before you clicked the Edit button. See the Secure Access Link Gateway 2.1 Implementation Guide for more information. This document is available at Gateway Configuration field descriptions Name Hostname IP Address Solution Element ID Description A host name for the SAL Gateway. Warning: Do not edit this field as the SAL Gateway inherits the same hostname as the CentOS operating system that hosts both the System Platform Web Console and the SAL Gateway. The IP address of the SAL Gateway. This IP address must be different from the unique IP addresses assigned to either the Cdom or Dom0 virtual machines. The Solution Element ID that uniquely identifies the SAL Gateway. Format is (000) If you have not obtained Solution Element IDs for the system, start the registration process. The system uses the SAL Gateway Solution Element ID to authenticate the SAL Gateway and its devices with the Secure Access Concentrator Remote Server. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 223

224 Hosted provider solution component configuration Name Alarm ID Alarm Enabled Inventory Collection Inventory Collection Schedule Description The Product ID (also called Alarm ID) for the SAL Gateway. This ID should start with a 5 and include ten digits. The system uses the value in the this field to uniquely identify the source of Gateway alarms in the Secure Access Concentrator Core Server. Enables the alarming component of the SAL Gateway. This check box must be selected for the SAL Gateway to send alarms. Enables inventory collection for the SAL Gateway. When this check box is selected, SAL Gateway collects inventory information about the supported managed devices and sends it to the Secure Access Concentrator Core Server for Avaya reference. This feature is intended for services personnel working on tickets and must review the configuration of managed devices. For more information on this feature, see the Secure Access Link Gateway 2.1 Implementation Guide. This document is available at Interval in hours at which the SAL Gateway collects inventory data. Configuring Avaya Aura Call Center Elite This section explains some of the Avaya Aura Call Center Elite features supported in the Partner Cloud Powered by Avaya xcaas. Note: You must use this guide along with Administering Partner Cloud Powered by Avaya xcaas and Administering Avaya Aura Call Center Elite. No. Task Notes 1 Converting a call center to EAS. None. 2 Service observing None. 3 Call Work Codes None. 4 Reason Codes None. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 224

225 Hosted provider solution component configuration Converting a call center to EAS Before you begin Before you transition to Expert Agent Selection (EAS), you must take decisions on the following issues: Dial Plan: The area of the current dial plan that you will use for EAS agent login IDs. EAS agent login IDs cannot conflict with already defined extension numbers. For example, an EAS agent login ID cannot be the same as a station extension number. VDNs and Vectors: Determine if the current incoming call routing through VDNs and vectors will remain the same after the EAS upgrade or you will create new VDNs and vectors. Call Traffic: The method of handling an incoming call traffic during EAS cutover. You can start the pre-eas cutover administration in preparation for the conversion of the call center to EAS. Note: Non-EAS ACD call handling and agent operations are unaffected even after you make the EAS administration changes. Once the cutover to EAS is completed, all non-eas ACD call handling and agent operations cease. Pre-EAS cutover administration for Communication Manager 1. At the command prompt, type display system-parameters customer-options to ensure that the field option in the ACD, Expert Agent Selection, and Vectoring (Basic) fields is y. If you use increased capacities of Expert Agent Selection-Preference Handling Distribution (EAS-PHD), ensure that the field option in the Expert Agent Selection-Preference Handling Distribution field is y. 2. On the Feature Access Code (FAC) screen, administer FACs. 3. In the Agent Login ID - Record field on the CDR System Parameters screen, select y so that the EAS login ID or the terminal extension where the agent is logged in appears on the Call Detail Record (CDR) reports. 4. For new Vector Directory Numbers (VDNs) in the EAS environment, use the Vector Directory Number screen to administer VDN skills and other VDN-related information. Administer the 1st, 2nd, and 3rd skill fields associated with the VDNs to use the skill options in the vectors or for Avaya Call Management System (CMS) tracking. 5. On the Vector screen, administer the vectors associated with the VDNs added in the previous step. You can use the 1st Skill, 2nd Skill, and 3rd Skill fields in the vector step fields where a skill hunt group is entered instead of entering an absolute skill hunt group number. 6. On the Hunt Group screen, administer new skill hunt groups. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 225

226 Hosted provider solution component configuration Note: If you administer the Skills field as y, the system automatically administers the ACD and Vector fields as y. If you administer the EAS field as y, you cannot administer members for a skill hunt group. 7. On the Coverage Path screen, assign coverage paths for the EAS agent login IDs. Note: Coverage treatment is different for an EAS direct agent call, where the calling party and the called login ID have the Direct Agent Calling COR field administered as y, and an EAS personal call where the calling party or the called login ID does not have the Direct Agent Calling COR field administered as y. Note: Communication Manager routes a direct agent call to an EAS agent as an ACD call. The coverage behavior is, therefore, considerably different from the coverage for a normal station call. For example, if an EAS agent is not available for an ACD call when a direct agent call is made to the agent, the direct agent call is queued to the direct agent skill administered on the Agent Login ID screen after initiating a ring and then fluttering the active work-mode button at the agent station. On the other hand, a personal call to an EAS agent is not an ACD call and the coverage behavior is similar to the coverage treatment for a call to a station extension. For example, a personal call to an EAS agent who is busy on another call results in the call being sent to an idle call appearance at the agent station. Based on the type of coverage criteria for direct agent and personal calls to EAS login IDs, administer the following coverage path criteria: Active: To provide coverage for a non-acd personal call when the EAS agent is logged in and active on another call appearance, administer the Active field coverage criteria as y. The Active field coverage criteria does not apply for a direct agent call to an EAS login ID. Busy: To provide coverage for calls when the EAS agent is logged out of the system, administer the Busy field coverage criteria as y. Apply the Busy field coverage criteria to a logged-in EAS agent when one of the following conditions occur: - A direct agent call is made to an EAS agent, but there are no available queue slots in the first skill hunt group of the agent. - A personal call is made to an EAS agent, but the agent station has no idle call appearances. Don t Answer: To provide coverage for calls when the EAS agent is logged in but does not answer after a certain number of ring cycles, administer the Don t Answer field coverage criteria as y and enter a number to indicate the ring timeout in the Number of Rings field. All: To provide immediate coverage for calls whether the agent is logged in or logged out, administer the All field coverage criteria as y. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 226

227 Hosted provider solution component configuration DND/SAC/Goto Cover: To provide coverage for calls when the call is to a logged-in EAS agent who has activated the Send All Calls (SACs) or Go To Cover features, administer the DND/SAC/Goto Cover field coverage criteria as y. 8. You can link up to three coverage paths for different types of call coverage criteria by administering the Next Path Number field on the Coverage Path screen. If the criteria for the first coverage path are not met, the system checks the criteria for the next linked coverage path. This can be used to provide different coverage paths for calls when the associated EAS agent is logged in or logged out. Note: If a call to a logged-in EAS agent is a personal call and coverage goes into effect, the redirected call maintains a simulated bridged appearance at the terminal of the agent. The agent answers the call after redirection takes place by going off-hook on the line appearance. However, if a call to a logged-in EAS agent is a direct agent call, the redirected call does not maintain a simulated bridged appearance at the terminal of the agent. The agent does not answer the call after redirection takes place. Note: If you administer the Redirection on No Answer (RONA) field as y for skill hunt groups, administer the ring timeout interval for RONA to match the coverage ring timeout criteria. 9. If you administer the coverage paths for the EAS login IDs on the Feature-Related System Parameters screen, administer the Coverage - Subsequent Redirection No Answer Interval field to a ring timeout interval for calls routed to administered coverage points. Note: You can administer EAS login IDs as coverage points for a coverage path. The administered coverage no-answer interval applies to direct agent or personal calls made to the coverage points as well. 10. In the Direct Agent Calling field on the Class of Restriction screen, select y to assign a Class of Restriction (COR) number to one of the following: A trunk or station user who sends direct agent calls to an EAS agent. An EAS agent who receives direct agent calls. 11. If you administer the EAS agent login ID passwords on the Feature-Related System Parameters screen, administer the Minimum Agent-LoginID Password Length field to a length from 0 to 9 digits. You must specify the number when you administer agent passwords on the Agent Login ID screen. The total number of digits assigned to a password is between the value of the Minimum Agent-Login ID Password Length field and 9 digits. If you administer a password for an agent login ID, the agent must enter the password in addition to the login ID. 12. On the Agent Login ID screen, add the desired EAS login IDs to be associated with human agents, AUDIX ports, or Auto-Available Split (AAS) VRU ports. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 227

228 Hosted provider solution component configuration For human agents, administer the following fields: Name COR Skills For human agents, administer the following optional fields: Coverage Path LWC Reception Password Security Code: Optional for Demand Print feature. AUDIX Name: If the field option in the LWC Reception field is audix or if an administered coverage path for the agent has an AUDIX coverage point. 13. When the AUDIX and AAS VRU port extensions are associated with ACD hunt groups, ensure that the extensions are associated with skill hunt groups as part of the cutover to EAS. For skill hunt groups used for AAS ports, administer the AAS field as y for the hunt groups before you administer an EAS AAS agent. Note: AUDIX hunt groups are not required to be vector-controlled, which allows for Adjunct Switch Application Interface (ASAI) monitoring of the skill hunt group. If AUDIX port extensions, such as for the Embedded AUDIX product, are not associated with an ACD hunt group, the ports do not require administration as part of the cutover to EAS. Add EAS agent login IDs for the AUDIX or AAS ports that are associated with ACD hunt groups and administer only the following fields: Name COR Coverage Path: This field is optional. AUDIX : Administer as y for AUDIX ports. AAS: Administer as y for AAS VRU ports. Port Extension: Assign the AUDIX or AAS port extension administered in the non- EAS environment. Skills: Assign a single skill for the skill hunt group associated with the AUDIX or AAS station ports. 14. On the Station screen, administer the stations for EAS agents and the work-mode buttons for each station. If you administered stations with work-mode buttons associated with splits, do not readminister the buttons for EAS. If you add new work-mode buttons to the station, you cannot type data in the Grp field after you administer the EAS field as y, except for the October 2018 Deploying Partner Cloud Powered by Avaya xcaas 228

229 Hosted provider solution component configuration EAS cutover aux-work button. Administer the aux-work button with a hunt group number if the entered hunt group is a non-acd hunt group. If you administer more than one set of work-mode buttons on a station set, the system leaves the buttons as is until after the cutover to EAS. After the cutover, remove the extra sets of work-mode buttons because EAS requires only one set of work-mode buttons for agent operations. Before you begin After you complete all pre-eas activities, administer the EAS feature. Prior to EAS cutover, back up the current Communication Manager translations for recovery in case of difficulties during cutover. As the transition to EAS deletes all ACD hunt group members, the pre-eas backup saves time when restoring non-eas hunt group translations. Block incoming ACD call traffic to prevent queuing of new ACD calls to existing splits during the cutover from the non-eas to EAS environment. To block new incoming calls, perform one or both of the following tasks: Busy out the appropriate trunk groups. Administer the first vector step for actively-used incoming call vectors as the busy step. After you block the calls, perform the following tasks: 1. Ensure that all EAS agents are logged out of all splits. If Basic Call Management System (BCMS) or Call Management System (CMS) is operational, use the CMS real-time reports for splits or the mon bcms split command to identify stations where agents are still logged in. 2. Type busy mis to busy-out the CMS link. 3. Type busy link xxx to busy-out any AUDIX switch-to-adjunct links. 4. Type busy station xxx to busy-out any AAS ports. 5. In the Skill field on the Hunt Group screen, select y to change the split hunt groups to skill hunt groups. 6. Administer the Expert Agent Selection (EAS) and Adjunct CMS Release fields on the Feature-Related System Parameters screen. 7. If CMS is installed, type release mis to release the CMS link. 8. Check CMS for EAS authorization. Change the switch setup in CMS to track data and to establish a communication link between Communication Manager and CMS. 9. Inform the onsite agents to follow the EAS login procedure to log in to the system. The agents are now available to receive ACD calls using the auto-in or manual-in work mode. 10. Restore the vector steps that you busied out to the previous vector step format. You must busy out vector steps before the cutover to block incoming calls. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 229

230 Hosted provider solution component configuration 11. On the Trunk Group screen, change call routing for incoming trunks to EAS-related VDNs. Administer the Incoming Destination field for the trunk groups to the appropriate VDN extension number. 12. Type release station xxx to release AAS ports. 13. Type release link xxx to release the adjunct AUDIX links. 14. Back up the switch translations after the cutover to preserve EAS-related administration changes. If you have administered agent stations with multiple sets of work mode buttons, delete all but one set of work mode buttons. Service Observing Supervisors use Service Observing to monitor calls to extensions, attendants, or EAS agents. A VDN call can also be observed. Observers can monitor calls in one of the following modes: Listen Only Listen/Talk No Talk Next Call Listen Only You can administer Service Observing to observe a particular extension, not all calls to all extensions at a station. For Call Center Elite agents and SIP endpoints, configure service observing using single loopback trunk pair. For Call Center Elite Multichannel (EMC) agents or clients, use the EMC Supervisor plug-in. Important: Service Observing is subject to federal, state, or local laws and rules, or requires the consent of one or both the calling parties. Familiarize yourself and comply with all applicable laws, rules and regulations before using the feature. Reason Codes You cannot partition Reason Codes. Therefore, you must use generic names to define Reason Codes for a solution. The generic names must not be more than 16 characters. The field names that you can configure on the system-parameters features screen in Communication Manager are as follows: Sample list of Aux Reason codes No. Code Description 1 On Break - 2 In Training - 3 At Lunch - 4 In Meeting - Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 230

231 Hosted provider solution component configuration 95 RONA Redirect (Redirection on No Answer) 96 ROOF Redirect (Redirection on OPTIM Failure) 97 ROIF Redirect (IP Failure) 98 Forced by Loc (Forced Agent Aux Work by Location) 99 Forced by Skill (Forced Agent Aux Work by Skill) You must configure the last five reason codes on page 14 and page 15 of the system-parameters features screen in Communication Manager. Sample list of Logout Reason codes No. Code Description 1 End of Shift - 2 In Training - 6 ACW Forced (ACW Forced Logout) 7 ClockTimeForced (Clock Time Forced Logout) 8 Forced by Loc (Forced Logout by Location) 9 Forced by Skill (Forced Logout by Skill) You must configure the last four reason codes on page 15 of the system-parameters features screen in Communication Manager. Note: As each service provider can use different reason codes, the list of reason codes varies for different service providers. For more information about Reason Codes, see Avaya Aura Call Center Elite Feature Reference. Configuring Avaya Aura Experience Portal After you install the Experience Portal Manager (EPM) and at least one Media Processing Platform (MPP), you can configure and test a basic Avaya Aura Experience Portal. After the basic system has passed the tests, you can configure the optional Avaya Aura Experience Portal features as desired. Important: Because these steps build on each other, you must complete them in the order given or you may encounter errors during the procedures. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 231

232 Hosted provider solution component configuration No. Task Notes 1 Configure external SQL database for Avaya Aura Experience Portal 2 Configure the Avaya Service accounts. 3 Log onto the Experience Portal Manager (EPM) web interface. Download the database scripts for AAEP. Install database scripts on both SQL servers in each datacenter. Replace the CDR and SDR scripts. If the customer plans to have their system maintained by Avaya Services, set up the Avaya Services access requirements. Make sure you have the Avaya Service Account authentication file generated by the Authentication File System (AFS) tool. For more information, see Implementing Avaya Aura Experience Portal on a single server. If you are an Avaya Services representative, log in using the Avaya Services init account. Tip: Once you have logged in, you can get help with any of the remaining tasks by clicking the Help button on the appropriate EPM web page. 4 Install the Avaya Aura Experience Portal license file. 5 Add at least one SIP connection. 6 Add all of the installed MPP servers. 7 Add the Avaya Aura Experience Portal test application. For more information, see Implementing Avaya Aura Experience Portal on a single server. You require a license file for the Experience Portal operation as the license file defines the telephony ports and the ASR and TTS connections that you are authorized to use. Avaya sends the Experience Portal license file separately in an . For more information, see Implementing Avaya Aura Experience Portal on a single server. Add at least one SIP connection. For more information, see Implementing Avaya Aura Experience Portal on a single server. Add the MPP server to the system and then start it. For more information, see Implementing Avaya Aura Experience Portal on a single server. Use the sample application that is installed with Avaya Aura Experience Portal to test how this system handles telephony resource requests. If Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 232

233 Hosted provider solution component configuration No. Task Notes 8 Test the basic system by running a sample application. 9 Connect the EPM server to an external time source so that all servers in the Avaya Aura Experience Portal system are properly synchronized. 10 Configure organization level access in Experience Portal. you run the sample application as a VoiceXML application: Avaya Aura Experience Portal uses the default CCXML page installed on the MPP server to provide basic CCXML controls. Avaya Aura Experience Portal uses a more advanced CCXML page that provides all the functionality of the VoiceXML application. For more information, see Implementing Avaya Aura Experience Portal on a single server. Run the sample application. After you run the application, you can create reports to verify the application's performance and, if you have enabled transcriptions, view the transcription data. For more information, see Implementing Avaya Aura Experience Portal on a single server. To ensure that the reporting and logging activities across all servers in your network are synchronized to the same time, use the same external time source for: The server running the primary EPM software. Any application servers running on dedicated machines. All available speech servers. All PBX switches. You can use a corporate or a public time server as the external time source. If you intend to use a public time source, choose an appropriate one for your needs. You can find public Network Time Protocol (NTP) servers at For more information, see Implementing Avaya Aura Experience Portal on a single server. To configure multitenancy in EPM, you need to enable organization level access in Experience Portal. To enable organization level access, execute the EnableOrganizations command. For more Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 233

234 Hosted provider solution component configuration No. Task Notes 11 Create a sample application. None. information, see Administering Avaya Aura Experience Portal. Note: AAEP organization name must match the name of the ACM Location in Avaya Control Manager. Configuring Avaya Proactive Outreach Manager You must install and configure external systems before you can install POM. The external systems that you install might vary depending on the mode in which you want to install POM. You can install POM only for a dedicated instance of Partner Cloud Powered by Avaya xcaas solution. POM can support up to 2000 agents. No. Task Notes 1 Install Avaya Aura Experience Portal 2 Verify that the required database and application server requirements are met. None. Depending on the number of agents you want to configure, and the number of concurrent jobs you want to support, you can choose to install the database. You can use PostrgeSQL, Oracle, or MS SQL Server. 3 Install POM You can choose to install POM on primary EPM and/or auxiliary EPM servers depending on whether you want a single POM deployment or multiple POM deployment. 4 Configure POM database 5 Exchange certificates for Avaya Aura Orchestration Designer application server 6 Configure the application server 7 Add users for assign POM specific privileges to existing users Select the installation mode and the database type for configuring the database. To use Avaya Aura Orchestration Designer application server, you must exchange certificates between the application server and POM. Add and configure a POM server through the web interface after installing the POM server. Add users after adding POM server. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 234

235 Hosted provider solution component configuration No. Task Notes 8 Change the default country setting Change the default country to a country of your choice. For more information on installing and configuration, see Implementing Proactive Outreach Manager. Geo-redundancy From 3.0, POM provides a geo-redundancy using an active-standby configuration based on database replication and manual intervention for failover and fallback. Geo-redundancy is supported only for Elite mode with MSSQL database, where MSSQL database is installed and configured with Always On high availability settings. EPM are duplicated in both DCs with licenses being configured on both sites. Zones Organizations are maintained in both data centers. Communication Manager is configured with the ESS server in remote site and CMS configured in the HA mode. Note: During failure in main data center, failover to secondary datacenter requires manual intervention as automatic failover is not supported in this release. Primary data center POM in primary data center (data center 1) is installed and configured with the MSSQL database group listener name. A database schema is created only in data center 1. Using the new data center configuration screen, the data center 1 group is added as a active mode and the list of EPMs of data center 1 are added to this group. Further, POM, CM, and ESS (active and standby respectively are added to data center 1 group. If and SMS based campaigns are configured, the and SMS connections are enabled in data center 1 only. Secondary data center POM in secondary data center (data center 2) is installed and configured with the MSSQL database group listener name. A database schema is created only in data center 1. Using the new data center configuration screen, the data center 2 group is added as standby mode and the list of EPMs of data center 2 are added to this group. Further, POM is added to EPM. The and SMS connections in data center 2 are disabled. For more information on Geo-redundancy, see Geo-redundancy section in Implementing Proactive Outreach Manager. Configuring Avaya Control Manager Important: For Partner Cloud Powered by Avaya xcaas, the Avaya Control Manager web service must have a unique password for each implementation of Avaya Control Manager. Avaya will store the login name and the password of each implementation of Avaya Control Manager for daily license usage data collection from Avaya Control Manager for utility billing purpose. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 235

236 Hosted provider solution component configuration The implementation team must provide the login name and the password of the Avaya Control Manager web service to the Avaya Support systems during the Avaya Control Manager registration process. Customers should not change the password of the web service afterwards. Use the following checklist to identify the tasks that you must perform to configure Avaya Control Manager Service Provider Edition for the Partner Cloud Powered by Avaya xcaas solution. You must use this guide along with Administering Partner Cloud Powered by Avaya xcaas. No. Task Notes 1 Managing templates. None. 2 Adding enterprises or tenants. None. 3 Adding a dial plan. None. 4 Configuring Avaya Control Manager with Avaya Aura Communication Manager. 5 Configuring Avaya Aura Session Manager and Avaya Aura System Manager with Avaya Control Manager. 6 Add system announcements boards and/or audio groups to Avaya Control Manager. 7 Configuring Avaya Control Manager with Avaya Call Management System. 8 Configuring Avaya Aura Messaging with Avaya Control Manager. 9 Configuring Avaya Aura Call Center Elite Multichannel with Avaya Control Manager. Adding an agent template None. None. None None. None. None. 1. On the Avaya Control Manager webpage, click Resources Manager Portal > Templates. The system displays the list of extension templates by default. 2. Click Agent Templates. 3. Click Add (+). 4. On the Agent Template page, complete the following fields: a. In the Template Name field, enter the name of the template. b. In the Location field, select the location to which the agent template is assigned. c. (Optional) Select the Is Default check box to make this template the default agent template for the location. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 236

237 Hosted provider solution component configuration Note: You must select the Is Default check box to ensure that locations use their own templates. Templates must not be shared among tenants. Only one default template can be assigned to a location. d. (Optional) Select the Is System Default check box if you want this template to be accessible for all locations. e. In the TN field, enter the tenant partition number. f. In the COR field, enter the Class of Restriction (COR) for the template. g. In the Password field, enter the password for the template. h. In the Password Confirmation field, retype the password. i. Enter appropriate value in each of the remaining fields. The Agent feature is identical to the screen that appears in Avaya Aura Communication Manager. For more information, see Avaya Aura Communication Manager Screen Reference. 5. Click Save. Adding a SIP template 1. On the Avaya Control Manager webpage, click Resources Manager Portal > Templates. 2. Click SIP Templates. 3. Click Add (+). 4. On the SIP Template page, complete the following fields: a. (Optional) In the General tab, select the Is Default check box to make this template the default SIP template for the location. Note: You must select the Is Default check box to ensure that locations use their own templates. Templates must not be shared among tenants. Only one default template can be assigned to a location. b. (Optional) In the General tab, select the Is System Default check box if you want this template to be accessible for all locations. c. On the General tab, in the Template Name field, enter the name of the SIP template. d. On the General tab, from the Location Name drop-down list, select the location to which the SIP template is associated. e. On the Identity tab, in the Authentication Type field, select between Basic or Enterprise type of authentication. If you select Enterprise, directory servers that are external to System Manager authenticate the user login. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 237

238 Hosted provider solution component configuration If you select Basic, Avaya Authentication Service authenticates the user login. f. In the Communication Profile tab, in the Communication Profile - Communication Address section, select the type of handle in the Type drop-down list. For example, when you select Avaya SIP, this indicates that the handle supports Avaya SIP-based communication or when you select Avaya E.164, this indicates that the handle supports E.164 extensions. The templates shown in the Type drop-down list are templates that are added using System Manager and synchronized with the Avaya Control Manager database. Any templates added using Resources Manager Portal > Templates > Extension Templates do not appear in the list of SIP template types. If you require a customized template, you must first add it to System Manager, and then you must synchronize Avaya Control Manager with System Manager. If you use the default SIPCC profile to create a template, the system creates a station with Type of 3PCC set as None on the Communication Manager station form. Therefore, create any Extension templates you plan to use with SIP templates in System Manager instead of Avaya Control Manager. Once you create the templates in System Manager, you can use the templates in Avaya Control Manager. g. On the Communication Profile tab, in the Communication Profile - Communication Address section, enter the domain name with which the handle is registered in the Domain field. h. On the Communication Profile tab, in the Communication Profile - Session Manager Profile section, define the following information with the Session Manager details: Primary Session Manager Secondary Session Manager Origination Application Sequence Termination Application Sequence Conference Factory Set Survivability Server Max. Simultaneous Devices Home Location Note: In the template, the system ignores the Home Location value and sets this value using the Department description in the Avaya Control Manager organization chart. i. On the Communication Profile tab, in the Communication Profile - CM End Point section, define the following information: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 238

239 Hosted provider solution component configuration For the following fields, the values are retrieved from the Configuration Portal > Team Engagement > Communication Manager configuration parameters. System Set the Profile Type field to Endpoint. Template: The Communication Manager endpoint templates list is populated from the Avaya Control Manager database. This list supports the official Partner Cloud Powered by Avaya xcaas templates. For customization of templates, contact Avaya Professional Services. Security Code Select the Delete Endpoint on Unassign of Endpoint from User or on Delete User check box. Selecting this check box deletes the endpoint from the communication management device after removing the association between the endpoint and the user. Select the Override Endpoint Name check box. Note: The SIP Template page is identical to the screen that appears in the Avaya Aura Communication Manager. For the procedure to use this feature, see the Avaya Aura Communication Manager documentation. j. To add a SIP user profile with an Avaya Aura Messaging subscriber, using the System Manager template, on the Communication Profile tab, in the Communication Profile - Messaging Profile section, define the following information: From the System drop-down list, select the messaging system on which you want to add the subscriber. From the Template drop-down list, select the template you want to associate with the subscriber. In the Password field, enter the password for logging into the mailbox. The password must be set according to the messaging server password rules. Select the Delete Subscriber on Unassign of Subscriber from User or on Delete User option to specify whether to delete the subscriber mailbox from the Messaging device or Communication System Management when you remove this Messaging profile or when you delete the user. Note: When you add a SIP user profile with an Avaya Aura Messaging subscriber, Avaya Control Manager communicates with System Manager to add the SIP user profile. System Manager then communicates with Avaya Aura Messaging to create a mailbox subscriber. k. Add a Presence profile by clicking the Communication Profile tab and then adding the necessary details in the Communication Profile - Presence Profile section. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 239

240 Hosted provider solution component configuration l. Add a B5800 Branch Gateway Endpoint profile by clicking the Communication Profile tab and then adding the necessary details in the Communication Profile - B5800 Branch Gateway Endpoint section. m. Add a Equinox Profile by clicking the Communication Profile tab and then adding the necessary details in the Communication Profile - Equinox Profile section. n. Add a Avaya Breeze Profile by clicking the Communication Profile tab and then adding the necessary details in the Communication Profile - Avaya Breeze Profile section. o. Add a Officelinx Profile by clicking the Communication Profile tab and then adding the necessary details in the Communication Profile - Officelinx Profile section. 5. Click Save. Adding a skill template About this task You must create at least one skill template in Avaya Control Manager per customer that contains the TN/COR number. 1. On the Avaya Control Manager webpage, click Resources Manager Portal > Templates. 2. Click Skill Templates. 3. Click Add (+). 4. On the Skill Template page, complete the necessary fields as follows: a. In the Location field, enter the location to which you want to assign the template. b. In the Template Name field, enter the name of the template. c. (Optional) Select the Is Default check box to make this template the default skill template for the location. Note: You must select the Is Default check box to ensure that locations use their own templates. Templates must not be shared among tenants. Only one default template can be assigned to a location. d. (Optional) Select the Is System Default check box if you want this template to be accessible for all locations. e. On the Connectivity tab, in the TN field, enter the tenant partition number. f. On the Connectivity tab, in the COR field, enter the Class of Restriction (COR) for the template. g. Enter appropriate value in each of the remaining tabs and fields. The Skill feature is identical to the screen that appears in Avaya Aura Communication Manager. For the procedure to use this feature, see the Avaya Aura Communication Manager documentation. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 240

241 Hosted provider solution component configuration 5. Click Save. Adding a VDN template About this task You must create at least one VDN template in Avaya Control Manager per customer that contains the TN/COR number. 1. On the Avaya Control Manager webpage, click Resources Manager Portal > Templates. 2. Click VDN Templates. 3. Click Add (+). 4. On the VDN Template page, complete the necessary fields as follows: a. In the Location field, enter the location to which you assign the template. b. In the Template Name field, enter the name of the template. c. (Optional) Select the Is Default check box to make this template the default VDN template for the location. Note: You must select the Is Default check box to ensure that locations use their own templates. Templates must not be shared among tenants. Only one default template can be assigned to a location. d. (Optional) Select the Is System Default check box if you want this template to be accessible for all locations. e. On the VDN tab, in the Name field, enter the name of the VDN. f. On the VDN tab, in the Vector Name field, enter the associated vector name. g. On the VDN tab, in the TN field, enter the tenant partition number. h. On the VDN tab, in the COR field, enter the Class of Restriction (COR) for the template. i. Enter appropriate value in each of the remaining tabs and fields. The VDN feature is identical to the screen that appears in Avaya Aura Communication Manager. For the procedure to use this feature, see the Avaya Aura Communication Manager documentation. 5. Click Save. Adding an extension template About this task You must create an extension template before you can add a user profile. For example, before you can add a H.323 user profile, you must create an H.323 extension template. Extension templates created using this procedure cannot be used when you create a SIP template using Resources Manager Portal > Templates > SIP. If you use an Extension template created October 2018 Deploying Partner Cloud Powered by Avaya xcaas 241

242 Hosted provider solution component configuration using this procedure when you are creating a SIP template, the system a station with Type of 3PCC set as None on the Communication Manager station form. To work around this limitation, create any Extension templates you plan to use with SIP templates in System Manager instead of Avaya Control Manager. Once you create the templates in System Manager, you can use the templates in Avaya Control Manager. 1. On the Avaya Control Manager webpage, click Resources Manager Portal > Templates. 2. Click Extension Templates. 3. Click Add (+). 4. Select the type of the template from the Extension Type drop-down. Using the Type field, you can change between the different extension types. Each extension type is reflected with a different set of fields and properties. 5. Enter a name for the template in the Name field. 6. Select the location for the template from the Location drop-down. 7. (Optional) Select the Location Default check box to make this template the default extension template for the location. Note: You must select the Location Default check box to ensure that locations use their own templates. Templates must not be shared among tenants. Only one default template can be assigned to a location. 8. (Optional) Select the System Default check box if you want this template to be accessible for all locations. 9. Enter X in the Port field. 10. Enter a numerical code in the Security Code field. 11. Specify an appropriate value in the TN, COR, and COS fields. Define other tabs and fields such as Station Options, LDAP Mapping, Feature Options, Enhanced Call Forwarding, Site Data, Abbreviated Dialing, and Button Assignments as required. The Extension feature is identical to the screen that appears in Avaya Aura Communication Manager. For more information, see Avaya Aura Communication Manager Screen Reference. 12. Click Save. Adding tenants or enterprise customers Before you begin You must add tenants or enterprises to the Partner Cloud Powered by Avaya xcaas solution as part of the Avaya Aura Communication Manager configuration. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 242

243 Hosted provider solution component configuration Ensure that the Avaya Aura Communication Manager dial plan is created. Ensure that the main location and dial plan for an enterprise are also configured in Avaya Control Manager. Each enterprise must be assigned with at least one dial plan. The dial plan for each enterprise contains unique ranges for each object. Objects that are not used by the enterprise, for example Data Module, are set to Do not sync to block the synchronization mechanism from synchronizing these objects for the customer location. Note that the VM (voice mail) range for each enterprise must be the same range as the extension ranges for the enterprise. You must also associate the main Avaya Control Manager site location for the enterprise with configured Avaya Aura servers and dial plans. Note: There is a dependency to the Core and Access SBC when it comes to adding new tenants. Either the SBC solution elements have already been preconfigured to the maximum expected or supported tenants, or this configuration element has to be addressed as part of the tenant on-boarding process. For Avaya Session Border Controller for Enterprise configuration details, see Configuring Avaya Session Border Controller for Enterprise on page 173. For each enterprise, if EMC is required, you must install and configure a separate Call Center Elite Multichannel for each customer. About this task You can administer enterprises using Avaya Control Manager web interface, which provides a centralized overlay to administer enterprises in your system. 1. Log in to the Avaya Control Manager webpage, and select Configuration Portal > Locations. 2. Ensure a dial plan and template exist for the enterprise in Avaya Control Manager. You must associate the dial plan in Avaya Control Manager with the dial plan you created for the enterprise in Avaya Aura Communication Manager. The template in Avaya Control Manager should be associated with a template you defined in Avaya Aura System Manager. For more information about adding a dial plan and adding SIP template, see the Adding a dial plan on page 248 and Adding a SIP template on page 237 topics respectively. 3. Create a Avaya Control Manager location to represent the enterprise. Only one Avaya Control Manager location can exist to represent the enterprise. This Avaya Control Manager location must correspond with the location you configured in Avaya Aura Communication Manager. a. Click Configuration Portal > Locations. b. Click the Add button ( + ) on the left-hand side of the screen. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 243

244 Hosted provider solution component configuration c. Fill in the following fields: Name: Enter a name for the Avaya Control Manager location and include the site address number for the enterprise. The location name must follow the billing requirements. You must enter the information in the following format: ACCCM location name <Sold to ID# for the enterprise>. <Sold to ID# for the enterprise> is mandatory. Note: <Sold to ID# for the enterprise> is also known as the Tenant Ship-To # in cloud deployment. The Tenant Ship-To # is different than the CSP Sold-to/Ship-To or Instance Sold-to/Ship-To. An example of a location name is Customer as Note: For clear tenant separation on Avaya Aura Experience Portal the organization name on Experience Portal must fully match the defined Avaya Control Manager location (tenant) name in exactly the name notation <ACCCM location name Sold to ID#>. For information on creating a Sold to ID# and Ship toid#, see Administering Partner Cloud Powered by Avaya xcaas. Description: Enter <CM tenant ID>;<CM location number> as shown in the following figures: Note: CM tenant ID must be set to 1 in a Dedicated Instance Environment. If CM Locations are not being administered in a Dedicated Instance Environment, the ACM Location Description field can be left blank. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 244

245 Hosted provider solution component configuration The tenant number is related to the tenant as configured in Communication Manager. The location number is related to the location as configured in Communication Manager. Note: For a dedicate instance xcaas deployment, the TN ID must be 1. If the dedicated instance environment does not use multiple CM location, the Description field can be left blank. d. Select the Audit Log check box to enable the audit capabilities for this location. e. Select the Sync Location check box to enable the synchronization mechanism for this location. f. Click Save and Close. 4. In Configuration Portal > Locations, select the Avaya Control Manager location for the enterprise and use the arrows to move the appropriate servers and dial plan from the Available section on the left to the Chosen section on the right. The Avaya Control Manager location for the enterprise must be associated with the appropriate Avaya Aura Communication Manager servers, dial plans, and Avaya Aura System Manager servers. You can also assign Call Management System servers, Experience Portal servers, and Call Center Elite Multichannel servers based on the customer requirements. 5. Create geographic office site locations for the enterprise. You should also create an Administrative site location for administrative users. a. Click the Users tab and select the Avaya Control Manager location associated with the enterprise. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 245

246 Hosted provider solution component configuration b. Click the additional features button ( ) and select New Org Chart Item. c. Fill in the following fields: Site Name: You must enter the name of the office site followed by the enterprise Ship to ID# in the following format: Site office name <Ship to ID# for the enterprise>. <Ship to ID# for the enterprise> is mandatory. An example of a site name is Avaya Cupertino Office Note: The Ship to ID# in the site name is not the same as the one in the location name, unless the tenant has a single site. The location represents the tenant and the sites are the various physical addresses for that tenant. Similarly there must be an enterprise Ship to ID# for the tenant and possibly different Ship to numbers for various sites. Site description: If necessary, enter a description for the office site. Site location: From the drop-down menu, select the Avaya Control Manager location for the enterprise. d. Click the Save button ( ) to save your changes. 6. In the office site location, configure a department. Note: In most cases, you should only configure one department for each site location. The department is associated with the Avaya Aura Session Manager routing location. The exception to this rule is the departments created in the Administrative site location. You should create the following departments in the Administrative site location: Sync Department: The team in this department will be used to track users created in Avaya Aura System Manager that need to be recreated in Avaya Control Manager. Note: The system does not synchronize the departments, but synchronizes the teams within the department. Administrator Department. a. Click the Users tab and select the appropriate enterprise site location. b. Click the additional features button ( ) and select New Org Chart Item. c. Fill in the following fields: Department name: Enter a name for the department. Department site: Select the appropriate site from the drop-down menu. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 246

247 Hosted provider solution component configuration Department description: If necessary, enter the System Manager location value. All users in this department will be provisioned to System Manager using this value. d. Click to save your changes. 7. In each department, make sure the appropriate teams are configured. Examples of possible teams include Sales, HR, and IT. Note: You must also create teams for the Sync Department and Administrator Departments described in the previous step. In the Administrator Department, you must create the following teams: Admin Team: This team is for standard administrative users. Reporting Team: This team is for administrative users that can generate reports. Default Sync Team: Create at least one default sync team per tenant and select the Default Sync Team check box. To create a new team, do the following: a. Select the appropriate geographic office location or department for the enterprise. b. Click and select New Org Chart Item. c. Fill in the following fields: Team name: Enter a name for the team. Team department: Select the appropriate department from the drop-down menu. Team description: If necessary, enter a description for the team. d. Click to save your changes. 8. Synchronize the customer environment using the Avaya Control Manager synchronizer application in an initial mode. Next steps Ensure that you have assigned the dial plan to the location. After creating locations, perform the following tasks: Add a new extension Add a dial plan Manage skills Manage VDNs Configure Avaya Aura Communication Manager with Avaya Control Manager Configure Avaya Aura Session Manager with Avaya Control Manager Configure Avaya Aura System Manager with Avaya Control Manager Configure Call Management System with Avaya Control Manager October 2018 Deploying Partner Cloud Powered by Avaya xcaas 247

248 Hosted provider solution component configuration Configure Avaya Aura Messaging with Avaya Control Manager Configure Avaya Aura Call Center Elite Multichannel with Avaya Control Manager Integrating and configuring Avaya Control Manager Functional Server Adding a dial plan Before you begin Ensure that you have created your dial plan based on the Partner Cloud Powered by Avaya xcaas dial plan requirements and recommendations. About this task With the Avaya Control Manager dialing plan, you can manage the extension numbering logic of the environment. You can use the Avaya Control Manager Importer to import dial plans from Microsoft Excel. Using the Avaya Control Manager web interface, you can download a sample Excel file for dial plans and populate this file with your dial plan data and import the data into Avaya Control Manager. For more information about using the Avaya Control Manager Importer, see Using Avaya Control Manager for Service Providers. Dial plan is applicable to the following elements in Partner Cloud Powered by Avaya xcaas: Agent login id Extension Hunt/Skill Group Extension Skill Subscriber VDN Vector Vector routing table Announcements You can use the Avaya Control Manager Importer to import dial plans from Microsoft Excel. Using the Avaya Control Manager web interface, you can download a sample Excel file for dial plans and populate this file with your dial plan data and import the data into Avaya Control Manager. For more information about using the Avaya Control Manager Importer, see Using Avaya Control Manager for Service Providers. The following dialing plan configuration features are provided in the Avaya Control Manager environment: In Range: When you activate this feature, each time the system creates a new object, the system checks if the object number is within the range defined in the location dialing plan. If the number is outside of the range, the user will not be able to create the object. Range Management: When you activate this feature, the system handles assigning numbers automatically for each new object, based on the location dialing plan. In this case, the user cannot type in a number manually. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 248

249 Hosted provider solution component configuration Note: In Partner Cloud Powered by Avaya xcaas, select the Range Management check box only when you are creating skill dial plans. Do Not Synchronize: When you activate this feature, the Synchronizer (both service and manual) does not import any object of this type from Communication Manager into the location associated with this dial plan. Objects that are not used by the enterprise, for example Data Module, are set to Do Not Synchronize to block the synchronization mechanism from synchronizing these objects for the customer location. Note that the voice mail range for each enterprise must be the same range as the extension ranges for the enterprise. 1. On the Avaya Control Manager webpage, click Resources Manager Portal > Dialing Plan. The system displays the Dialing Plan list. 2. On the Dialing Plan page, click Add (+). Avaya Control Manager handles each object separately in the dialing plan. You can activate or disable the management features for each object. 3. In the Name field, enter the dial plan name. 4. From the Location drop-down list, select the location for the dial plan. 5. To enter a range for a specific object, from the Entity drop-down list select an object. The system displays the range selection window for the corresponding object. 6. Select the In Range check box for entities such as Agents login ID, VDN, Vector, Extension, Skill, and Hunt Group. 7. To add a range, click Add. 8. In the Start Range and End Range fields, enter the ranges and click Save. 9. Click Save. Note: You must assign the dial plan to the location in Configuration Portal > Locations. 10. To assign the dial plan to a location, perform the following steps: a. Click Configuration Portal > Locations. b. Select a location and click Edit. c. Click the Systems tab. d. In the System Type field, select DialPlan. e. In the System Name field, select the dial plan to be associated with this location. f. Click Save. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 249

250 Hosted provider solution component configuration Adding a skill Before you begin You must create at least one skill template in Avaya Control Manager per customer that contains the TN/COR number. For more information, see Adding a skill template. 1. On the Avaya Control Manager webpage, click Communication Manger Objects > Skill. 2. Click Add (+). 3. On the Skill page, complete the necessary fields as follows: a. In the Location field, select the location to which you want to assign the skill. b. In the Name (English) field, enter the name of the skill that is assigned to Avaya Aura Communication Manager. The name must be in English, up to 22 letters, without special characters other than _ (underscore). c. In the Skill Number field, enter the hunt number in Avaya Aura Communication Manager. This number is from the Dialing plan. d. In the Alias Skill field, specify the alias name of the skill. e. In the Template field, the system populates the skill default settings based on the template that was selected. f. In the Extension field, enter the extension. g. (Optional) In the Skill description, enter a description of the skill. 4. Click Save to add the new skill. Note: Once a skill is added, you must grant access to other supervisors for the skill you have added. 5. To grant other supervisors access for the newly-added skill, perform the following steps: a. On the Avaya Control Manager webpage, click Users. b. Double-click the supervisor to whom you want to grant access to the new skill. OR Select the supervisor user to whom you want to grant access to the new skill, click the additional features button ( ) and click Edit User. c. Click the Skills to view tab. Select the skills that you want to assign from the Available skills list. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 250

251 Hosted provider solution component configuration Adding a VDN Before you begin You must create at least one VDN template in Avaya Control Manager per customer that contains the TN/COR number, and configure a corresponding vector before proceeding with adding a VDN. For more information, see Adding a VDN template. 1. On the Avaya Control Manager webpage, click Communication Manager Objects > VDN. 2. Click Add (+). 3. On the VDN page, complete the necessary fields as follows: a. In the Location field, enter the location to which you want to assign the VDN. b. In the Number field, enter the VDN number. c. In the Name (English) field, enter the VDN name that is added to Avaya Aura Communication Manager. The name must be in English, up to 22 letters, without special characters other than _ (underscore). d. In the Vector Name field, enter the vector name that is built in the VDN. e. (Optional) In the Description field, enter a description for the VDN. The system does not display this text. f. In the VDN Template field, the system populates the VDN default settings based on the template that was selected. If required, select the Also save to CMS and Export to External System(s) check boxes. 4. Click Save to add the new VDN. Note: Once a VDN is added, you must grant access to other supervisors for the VDN you have added. 5. To grant other supervisors access for the newly-added VDN, perform the following steps: a. On the Avaya Control Manager webpage, click Users. b. Double-click the supervisor to whom you want to grant access to the new VDN. OR Select the supervisor user to whom you want to grant access to the new VDN, click the additional features button ( ) and click Edit User. c. Click the VDNs to view tab. d. Use the arrows to move the new skill created from the Available VDNs section to the VDNs to view section. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 251

252 Hosted provider solution component configuration Configuring Avaya Aura Communication Manager with Avaya Control Manager 1. Log on to Avaya Aura Communication Manager to access the Avaya Aura Communication Manager interface. The system displays the Administrator Accounts screen. Alternatively, you can use Station Administration Terminal (SAT) to access the Avaya Aura Communication Manager administration interface. 2. In the Administrator Accounts page, select Add Login > Privileged Administrator and click Submit. The system displays the Administrator Accounts - Add Login: Custom Login screen. 3. In the Add Login page, perform the following steps: a. In the Login name field, enter the administrator user name, for example, nav360test. b. In the Primary group field, enter the group name, for example, susers. c. In the Additional groups (profiles) field, enter the name of the group profile, for example, prof2. 4. Click Submit. 5. Log on to Avaya Site Administration (ASA) as a DADMIN user (or higher). 6. Activate craft2 for the Avaya Control Manager user. 7. Log out and log on again to ASA as an Avaya Control Manager user and set the Pin code of the user. Integrating Avaya Aura Communication Manager with Avaya Control Manager 1. Log on to the Avaya Control Manager Web interface Control Manager server IP address>/acccmportal. The system logs you in to the Avaya Control Manager system. 2. On the Avaya Control Manager webpage, click Configuration Portal. 3. Click the Team Engagement tile. 4. Click the Communication Manager (CM) tile. 5. Click Add. 6. On the Connection Details page, enter the following details: Field Name CM Alias Name Description The alias name of Communication Manager. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 252

253 Hosted provider solution component configuration Field Name CM IP Address Description The IP address of the SAT. The IP address is same as ASA. CMS ACD The CMS ACD of Communication Manager. The default value is 1. CM Username CM Password CM Type CM Version Terminal Type Is Pin Required CM PIN CM Port Default CM Version Time Of Day tables number The Communication Manager user name that Avaya Control Manager uses. The Communication Manager user password. The Communication Manager server type that Avaya Control Manager uses. The options are S8300, S8400, S8500, S8700 and other. The Communication Manager version that Avaya Control Manager uses. This version must match the version mentioned in Configuration Portal > General > System Parameters (Sys. Params). The protocols to communicate with Communication Manager. The default value is OSSI3. The PIN code required for the Communication Manager user. When using the AES-based integration, you must disable the PIN code feature. The PIN code of the user that is used for Communication Manager integration. The port number used for the Communication Manager integration. The default port number is Select the default version for the Communication Manager system. The number for the time of the day. 7. On the Customer Options page, enter the following details: Field Name Business Advocate Location Enabled Multiple Call Handling Enabled Number Of Supported Agent Skills Is Automatic Auto Login Enabled Description Turn on this feature if you want to use it. Select Yes if you have the location feature activated on the Communication Manager. Supports version 6 or higher. Select Yes if the multiple call handling feature is activated on Communication Manager. Enter the number of agent skills that Communication Manager supports. Turn on this feature only if you use TTY. You can find the feature-related system parameters in the Display system-parameters feature command on Communication Manager. Select the appropriate value. 8. To enable Trunk Reports, click Trunk Reports. 9. On the Trunk Reports page, enter the following details: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 253

254 Hosted provider solution component configuration Field Name Track Traffic History Length (days) Description Use this feature to track trunk and occupancy measurement on an hourly basis. Use this feature to configure number of days to store the history of traffic measurement for Communication Manager. 10. To set Sync Options, click Sync Options. 11. On the Sync Options page, enter the following details: Field Name Generic Extension Template CM history sync schedule Description The generic extension template number. The sync schedule. Note: 12. Click Save to add the new Communication Manager. When you create a sync schedule for Communication Manager, ensure that you set a higher value for the Interval of the sync schedule. If you set lower value of the Interval for the sync schedule, then the Avaya Control Manager will sync data with Communication Manager at small intervals which might impact the performance of the Communication Manager system. 13. To set Trunk Management, click More > Trunk Management. 14. On the Trunk Management page, click Add and enter the following details: Field Name Location Group Number TAC Group Type Group Name Description The information in this field is auto filled during the sync process. No manual user input required. For more information on Trunk Management, see Using Avaya Control Manager Central License and Traffic Tracker guide. The information in this field is auto filled during the sync process. No manual user input required. For more information on Trunk Management, see Using Avaya Control Manager Central License and Traffic Tracker guide. The information in this field is auto filled during the sync process. No manual user input required. For more information on Trunk Management, see Using Avaya Control Manager Central License and Traffic Tracker guide. The information in this field is auto filled during the sync process. No manual user input required. For more information on Trunk Management, see Using Avaya Control Manager Central License and Traffic Tracker guide. The information in this field is auto filled during the sync process. No manual user input required. For more information on Trunk Management, Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 254

255 Hosted provider solution component configuration Field Name No Mem TN COR CDR Meas Outdsp Quelen Tracked Description see Using Avaya Control Manager Central License and Traffic Tracker guide. The information in this field is auto filled during the sync process. No manual user input required. For more information on Trunk Management, see Using Avaya Control Manager Central License and Traffic Tracker guide. The information in this field is auto filled during the sync process. No manual user input required. For more information on Trunk Management, see Using Avaya Control Manager Central License and Traffic Tracker guide. The information in this field is auto filled during the sync process. No manual user input required. For more information on Trunk Management, see Using Avaya Control Manager Central License and Traffic Tracker guide. The information in this field is auto filled during the sync process. No manual user input required. For more information on Trunk Management, see Using Avaya Control Manager Central License and Traffic Tracker guide. The information in this field is auto filled during the sync process. No manual user input required. For more information on Trunk Management, see Using Avaya Control Manager Central License and Traffic Tracker guide. The information in this field is auto filled during the sync process. No manual user input required. For more information on Trunk Management, see Using Avaya Control Manager Central License and Traffic Tracker guide. The information in this field is auto filled during the sync process. No manual user input required. For more information on Trunk Management, see Using Avaya Control Manager Central License and Traffic Tracker guide. The information in this field is auto filled during the sync process. No manual user input required. For more information on Trunk Management, see Using Avaya Control Manager Central License and Traffic Tracker guide. 15. Click Save. Assigning Avaya Aura Communication Manager to a location 1. Log on to the Avaya Control Manager Web interface Control Manager server IP address>/acccmportal as administrator. The system logs you in to the Avaya Control Manager system. 2. On the Avaya Control Manager webpage, click Configuration Portal > Locations. 3. Click Add. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 255

256 Hosted provider solution component configuration 4. On the Location Details page, perform the following steps: a. In the Name field, enter a name for the Avaya Control Manager location and include the site address number for the enterprise. The location name must follow the billing requirements. You must enter the information in the following format: ACCCM location name <Sold to ID# for the enterprise>. <Sold to ID# for the enterprise> is mandatory. An example of a location name is Customer b. In the Description field, enter <CM tenant ID>;<CM location number>. The location number is related to the location as configured in Communication Manager. c. In the Auditing Location field, select a value to activate audit logging for this location. 5. Click Save. 6. On the Location Details page, select the location that should use the configured Communication Manager and click Edit. 7. Click Systems. 8. On the Systems page, click Add and perform the following steps: a. In the System Type drop-down list, click CM. b. In the System Name drop-down list, click the configured CM. c. In the Sync Schedule drop-down list, click the configured schedule or create a new schedule. Click Edit to create a new schedule. 9. Click Save. Running the initial sync application About this task The initial synchronization process synchronizes all the information from Communication Manager into the Avaya Control Manager database. Avaya requires that you provision all Unified Communication objects, such as Extensions from Avaya Control Manager. If a service provider has an existing Communication Manager that they would like to use for the cloud solution, then the service provider must do an initial synchronization between Communication Manager and Avaya Control Manager. If you are planning a multi location deployment or a multi Communication Manager deployment, you must configure the environment before running the synchronization. Note: Configure the delay timers for Communication Manager system that contain large stations, agents, or other Communication Manager objects more than You must also configure the delay timers where there is a network latency from Communication Manager and Avaya Control Manager provisioning service. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 256

257 Hosted provider solution component configuration Before you begin 1. Ensure that ACM Location has a Default Sync Team. 2. Ensure that ACM Location has a proper Dial Plan assigned. 3. Associate Non-SIP CM extensions with SMGR Users (only required if non SIP extensions were configured outside of SMGR). 4. Run a CM - SMGR sync from System Manager and exit. 1. On the Avaya Control Manager server, navigate to the synchronizer folder and right-click the Nav360_synchronizer.exe application and click Run as administrator. The default path is: <install_path>\avaya\avaya Control Manager <ver> \Services\ACCCM Synchronizer. The system displays the Avaya Synchronizer screen. 2. In the Object to synchronize pane, clear the following: Agent: Agents can only be synced once you have a Default Sync Team in the Organization tree located under Users tab. VDNs: VDNs can only be synced after you have imported all the Vectors. Without the Vectors you will not be able to manage the VDNs. Extensions: You must ensure that all station types used in Communication Manager are available in Avaya Control Manager as a template. If the station types are not present as a template in Avaya Control Manager then those stations are marked as generic on the UI making the extension unusable from the Avaya Control Manager UI. 3. Click Start to begin start the initial synchronization process. The system begins the synchronization process. 4. On the confirmation dialog box, click Yes to save the data from the temp tables to the Avaya Control Manager tables. On successful completion, the system displays the following message: Overall Status: SUCCESS 5. Click Exit. 6. Log on to the Avaya Control Manager web interface Control Manager server IP address>/acccmportal as administrator. 7. On the Avaya Control Manager webpage, click Configuration Portal. Next steps To configure the system to run the periodic synchronization with Avaya Aura Communication Manager, see Configuring the Synchronizer Service interval. on page Run an SMGR ACM full sync. 2. Run an ACM-CM full sync. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 257

258 Hosted provider solution component configuration Note: Select Import mode as Sync before performing full CM sync. 3. If there are customer provisioned announcement/audio groups outside of ACM, ensure that the announcement/audio groups are created manually in ACM to reflect Communication Manager configuration. 4. Run an ACM-CMS full sync. 5. Run an ACM-UM full sync 6. Run script(s) to change the Imported UC users to appropriate Avaya Control Manager users profiles. Note: Avaya Control Manager Synchronization moves all users from System Manager into Avaya Control Manager against one default user profile. Users need to be assigned to proper profile for proper usage or billing. Configuring the Synchronizer Service interval About this task Perform the following steps to configure the synchronizer service. Caution: Configuring a high frequent synchronizing interval could take up to 100% of the CPU causing performance degradation while synchronizing. 1. Log on to the Avaya Control Manager Web interface Control Manager server IP address>/acccmportal. The system logs you in to the Avaya Control Manager system. 2. On the Avaya Control Manager webpage, click Configuration Portal > Schedules Management > Schedules List. 3. Click Add. 4. On the General page, provide the information for the following fields: a. In the Name field, enter the name of the Sync Schedule. b. In the Description field, enter the description for the Sync Schedule. c. In the Enabled field, set the value to True. 5. Click Save. 6. From the Schedules List, double-click the sync schedule that you created and click Edit. 7. Click the Details tab. 8. Click Add. 9. On the Details page, provide the information for the following fields: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 258

259 Hosted provider solution component configuration Field Start Date/Time Time Zone Recurrence Interval Finish type Finish Date/Time Enabled Description The sync start and date times. The time zone used for the sync schedule. Once Minutes Hourly Daily Weekly Monthly Yearly The time after which the sync schedule should run. Select Infinite for an endless schedule. Select Finite for a schedule that has an end date. This field is enabled only in case the schedule type is Finite. This is the date and time when the sync is disabled. You can select True to enable the schedule and False to disable the schedule. 10. Click Save. 11. Click the Locations tab. 12. On the Locations tab, select the location name from the Available locations section and move the location to Locations to view section. 13. Click Save. 14. On the Avaya Control Manager Portals page, click Configuration Portal > Locations. 15. Select a Location name and click Edit. 16. Click the Systems tab. 17. Select the name of the Communication Manager and click Edit. 18. In the Sync Schedule field, select the schedule that you created. 19. Click Save. 20. On the Server, go to the Services.msc and perform the following steps: a. Double-click ACM Sync Service. b. In the Startup type drop-down list, select Automatic (Delayed Start). c. Click OK. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 259

260 Hosted provider solution component configuration 21. On the Services window, right-click ACM Sync Service and select Start. Synchronizer Parameters About this task The Avaya Control Manager synchronizer provides several parameters to control from the Avaya Control Manager user interface. By default, the system has pre-configured parameters. Use the following steps to change the parameters: 1. Log on to the Avaya Control Manager Web interface Control Manager server IP address>/acccmportal as administrator. The system logs you in to the Avaya Control Manager system. 2. On the Avaya Control Manager webpage, click Configuration Portal > Services. 3. On the Services tile, click Synchronizer. 4. On the Synchronize Services List page, select the existing synchronizer record and perform the following steps: a. Click Add. b. In the Service name field, type a name. c. In the Host Name field, type the hostname of the Avaya Control Manager server. d. In the Port field, specify the Port of the Avaya Control Manager server. By default the port number is e. In the Finish CM process waiting time field, type the time out value between the sync application and the Avaya Aura Communication Manager in seconds. The value is 100 seconds. f. In the Minimum service synchronize period (seconds) field, type the interval value that the system synchronizes the Avaya Aura Communication Manager in seconds. The value is 3600 seconds. However, it must be set to seconds. g. In the Minimum History synchronize period (seconds) field, type the interval as 20 seconds. h. In the Maximum History synchronize period (seconds) field, type the interval as 60 seconds. i. In the Continue On Error field, select Yes or No. 5. Click the Location tab. 6. On the Location page, select the locations that should be synchronized from the Available Locations section and move them to the Selected Locations section. 7. Click the DB Connection tab. 8. On the DB Connection page, perform the following actions: a. In the Data source field, type the server name of the database that hosts the Avaya Control Manager sync service. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 260

261 Hosted provider solution component configuration b. In the Initial Catalog field, type the Avaya Control Manager sync database name. The database name is usually Avaya Control Manager Sync. c. In the User ID field, type the user name of the Avaya Control Manager sync database. d. In the Password field, type the password of the Avaya Control Manager sync database user. e. In the Data Delimiter field, type ^##^ as the delimiter value. 9. Click the Synchronizer Internal Log tab. 10. On the Synchronizer Internal Log page, perform the following actions: a. From the File log mode drop-down list, select one of the following options: No log Error only Major steps Trace mode b. From the Event viewer log mode drop-down list, select one of the following options: No log Error only Major steps Trace mode c. In the Log relative path field, type the path of the log file. d. In the Error log relative path field, type the path of the log file. 11. Click Save to update the server records. 12. Click More > Local Log Settings. 13. On the Local Log Settings page, perform the following actions: a. From the Log Destination drop-down list, select one of the following options: None File b. From the Log Level drop-down list, select one of the following options: No Log Fatal Error Warning Information Trace October 2018 Deploying Partner Cloud Powered by Avaya xcaas 261

262 Hosted provider solution component configuration Debug c. In the Log Path field, enter the file path. d. In the Max File Size (MB) field, enter the maximum size of the file. e. In the Max Archive Files field, enter a value. 14. On the Log Server Settings page, perform the following actions: a. From the Log Destination drop-down list, select one of the following options: None Queue b. From the Log Level drop-down list, select one of the following options: No Log Fatal Error Warning Information Trace Debug c. In the Syslog Length (bytes) field, specify the length in bytes. d. In the Send in Async Mode field, select either True or False. e. In the Supported Messages drop-down list, select one of the following options: Log + Syslog Messages Log Messages Syslog Messages 15. In the System Parameters section, perform the following actions: a. In the AACC Agents Sync field, select either Yes or No. b. In the AACC Skills Sync field, select either Yes or No. Configuring additional synchronizer services About this task By default, the synchronizer that Avaya Control Manager installs is the primary synchronizer and is used by the system. You can configure additional synchronizer services. For details on synchronizer services, see Installing multiple synchronization services. Each synchronizer has a unique ID that Avaya Control Manager generates. By default, the unique ID of the synchronizer is 1. Perform the following steps if you have deleted the synchronizer configuration in Avaya Control Manager and generated a new synchronizer configuration to change the synchronizer ID in the synchronizer service configuration file. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 262

263 Hosted provider solution component configuration 1. Navigate to the folder of the Synchronizer service. 2. Right-click the NAV360_Synchronizer.xml file and edit the file in Notepad. 3. In the NAV360_Synchronizer.xml file, edit the syncserviceid and enter the ID that was created in the Avaya Control Manager user interface. <syncserviceid>1</syncserviceid> 4. Click Save and close the file. Installing multiple synchronization services About this task Avaya Control Manager supports multiple synchronization services that can be used with a single Avaya Control Manager database. Use multiple synchronizers only if a single Synchronizer does not comply with the synchronization requirements Note: You can synchronize single synchronizer service information from multiple Communication Manager systems. Do not configure several Synchronizers if you have more than one Communication Manager. Perform the following steps if you have chosen to install an additional Synchronizer in your environment: 1. Log on to the Avaya Control Manager Web interface Control Manager server IP address>/acccmportal as administrator. The system logs you in to the Avaya Control Manager system. 2. On the Avaya Control Manager webpage, click Configuration Portal. 3. On the Configuration Portals page, click Services. 4. On the Services page, click Synchronizer. 5. On the Synchronize Services List page, click Add to add a synchronizer service. The system generates a record ID for the synchronizer. Each synchronizer has a unique ID. 6. Configure the record in the synchronizer service. For more information, see Synchronizer Parameters on page Navigate to the folder of the synchronizer service and follow the steps in Configuring additional synchronizer services on page 262. Using Avaya Control Manager templates About this task Avaya Control Manager manages templates for agents, skills, VDNs, and extensions. By default, Avaya Control Manager installation creates the standard templates for Communication Manager. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 263

264 Hosted provider solution component configuration The template supports the 5.1, 5.2, 5.2.1, 6.0, 6.0.1, 6.2, 6.3, and 7.0 releases of Communication Manager. Important: Ensure that the templates are configured correctly. If the template does not match with the Communication Manager settings, you cannot save the templates. 1. Log on to the Avaya Control Manager Web interface Control Manager server IP address>/acccmportal as administrator. The system logs you in to the Avaya Control Manager system. 2. On the Avaya Control Manager webpage, click Resources Manager Portal > Templates. 3. Check if Communication Manager has any special features activated, namely, Location Management (Avaya Aura Communication Manager 6 and higher) and TTY. 4. Open at least one template from each object. For example, agent, skill, VDN, and extension, and compare the object to the default settings in Communication Manager. The fields in Communication Manager must match with the template. 5. Edit the templates if required and save them. Note: Ensure that you configured the correct version of Communication Manager in Avaya Control Manager before performing any changes to templates. Managing the default template for extensions About this task Avaya Control Manager Synchronizer synchronizes the extension information from Communication Manager to the Avaya Control Manager database. Each extension in Avaya Control Manager is assigned to a template. If any template does not match with the extension type that is synchronized with Communication Manager, Synchronizer uses a default template number and assigns templates to extensions. You can manage the default extension template from the system parameter section. Perform the following step, if you do not want to change the default template and the default extension type synced with it. 1. Log on to the Avaya Control Manager Web interface Control Manager server IP address>/acccmportal as administrator. The system logs you in to the Avaya Control Manager system. 2. On the Avaya Control Manager webpage, click Configuration Portal > General > System Parameters (Sys. Params). October 2018 Deploying Partner Cloud Powered by Avaya xcaas 264

265 Hosted provider solution component configuration 3. On the System Parameters (Sys. Params) page, perform the following steps: a. In the Generic Extension Type field, type the extension type to sync the extensions that do not have a template. The default value is Generic. b. In the Generic Extension Template ID field, type the template id. The default value is Click Save. Synchronizing Call Center ELITE Agents You must plan the synchronization of ELITE (CM) Call Center Agents in advance. Unlike other objects, namely, extensions, skills, which are managed through Avaya Control Manager, the system does not assign an agent to a location directly. All users and agents in Avaya Control Manager are part of an organization hierarchy that is managed from the User section through Avaya Control Manager. The synchronization process from Communication Manager to Avaya Control Manager can assign agents only to one team that being to an organization chart. Therefore, you must consider the following options before synchronizing the agents: Using Synchronizer About this task For synchronizing agents, you must create a team in the organization chart that appears with all agents from Avaya Control Manager. 1. Log on to the Avaya Control Manager Web interface Control Manager server IP address>/acccmportal as administrator. The system logs you in to the Avaya Control Manager system. 2. On the Avaya Control Manager webpage, click Users. 3. On the Users tab, select the group from the tree. 4. Click Edit Organization Chart item. 5. Click Default Sync Team and click Save. At a given site level, you can have only one Default Sync Team. 6. On the server where you have installed Avaya Control Manager, navigate to the synchronizer folder and right-click the Nav360_Synchronizer.exe application and click Run as administrator. The default location is: <install_path>\avaya\avaya Control Manager <Version>\Services\ACCCM Synchronizer. This location depends on the location where you have installed Avaya Control Manager. 7. On the Synchronizer application, run the initial synchronization process. You must assign agents to different teams when the synchronization process completes. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 265

266 Hosted provider solution component configuration 8. Click Save. Synchronizing Considerations in complex environments You can configure the Avaya Control Manager Synchronizer to sync the information from Communication Manager in to the Avaya Control Manager database in different ways. You must consider the following questions before running the synchronizer in your environment: Does your environment have multiple Locations? Do you want every object you synchronize assigned to a specific location? Do you have more than one Communication Manager system to synchronize? If the answer to all these questions is No, you must run a standard synchronization as described at the beginning of this section. The following are the guidelines for synchronization in large environments: Involve Avaya Professional Services. Design carefully by reviewing how Communication Manager is currently used. Analyze how each location sync must be shifted without overlapping each other. Ensure that there is enough time for the location sync and Audit Log sync to finish. The consequences of not following these guidelines might cause high CPU usage and never ending sync loops. Using multiple location with a single Communication Manager The Avaya Control Manager dial plan controls the numbering logic in Avaya Control Manager and assigns specific range numbers to a location. To synchronize multiple locations with Communication Manager, you require the Avaya Control Manager dial plan. Without the Avaya Control Manager dial plan, Synchronizer cannot assign different objects to location. Note: Avaya Control Manager dial plan is different from Communication Manager dial plan. The following flow chart explains the Synchronizer logic in a multi location environment with a single Communication Manager: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 266

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268 Hosted provider solution component configuration Note: If you did not configure the dial plan, the system synchronizes all objects to the first location. The following are the synchronization tips: Ensure that you configured the dial plan and assigned the data plan for every location. Ensure that the numbering range does not overlap between locations. Backup your database before starting the sync process. Using multiple location with a single Avaya Control Manager About this task Consider the following options if you have more than one standalone Communication Manager. 1. Create at least two locations, one for each Communication Manager. 2. If you have multiple locations, read the information described in Synchronizing Considerations in complex environments on page 266. Ensure that you configure every Communication Manager only once on the Avaya Control Manager home page in the Configuration Portal > Unified Communications (UC) > Communication Manager (CM). Important: Do not configure the same Communication Manager more than one time. You can assign the same Communication Manager to unlimited number of locations. Synchronizing extensions Avaya Control Manager synchronizes extensions from Communication Manager and assigns them to locations and templates. You must assign each extension in Avaya Control Manager must to a template. A template defines the extension type in Communication Manager. When you are running the synchronizer, ensure that you have configured the extension templates in Avaya Control Manager. By default, Avaya Control Manager has a set of predefined templates for each Communication Manager version. Each new location that you create is assigned to a Communication Manager which inherits the Communication Manager Version for the templates. Avaya Control Manager manages the following templates: Template type Standard template Location default System default Description Assigned to a location and to extensions that is part of the location. Appears by default in the drop-down list in the Avaya Control Manager UI every time you create an extension. System default template is used across all locations that are configured in Avaya Control Manager. The following flowchart shows the flow of extension and template assignment: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 268

269 Hosted provider solution component configuration The template name in Avaya Control Manager must match the Communication Manager extension type to be used as part of the synchronization process. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 269

270 Hosted provider solution component configuration Disabling synchronization of specific objects About this task You can disable the synchronization of specific objects. To disable the synchronization, you must have a dial plan assigned to the location. The dial plan can be empty with no ranges defined in it, but you must select the Do not sync feature for each object you select not to synchronize. To disable the synchronization, perform the following steps: 1. Log on to the Avaya Control Manager Web interface Control Manager server IP address>/acccmportal as administrator. The system logs you in to the Avaya Control Manager system. 2. On the Avaya Control Manager webpage, navigate to Resources Manager Portal > Dialing Plan. 3. Click Add (+) to add a dial plan. The system displays the Dialing Plan screen. 4. In the Name field, enter a dial plan name. 5. From the Location drop-down list, select the location for the dial plan. 6. In the Entity drop-down list, select an entity for which you want to disable synchronization. 7. Select the Do not synchronize check box. 8. Click Save. 9. Assign the dial plan to your location. a. Navigate to Configuration Portal > Locations to select the location to which you want to assign a dial plan. b. Click the Systems tab. c. Click Add. d. From the System Type field, select the DialPlan option. e. From the System Name field, select the dial plan you created to the location by selecting the dial plan from the available dial plans. f. From the Sync Schedule field, select Sync Schedule. g. Click Save. h. Click Save again. Configuring Avaya Aura Session Manager with Avaya Control Manager About this task As part of the integration between Avaya Control Manager and Avaya Aura Session Manager, there are several parameters that you must administer in Avaya Control Manager to perform successful provisioning. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 270

271 Hosted provider solution component configuration You can retrieve the configuration values from the Avaya Aura Session Manager environment where the connector is implemented. 1. Log on to the Avaya Control Manager Web interface Control Manager server IP address>/acccmportal as administrator. The system logs you in to the Avaya Control Manager system. 2. On the Avaya Control Manager webpage, click Configuration Portal > Team Engagement > Session Manager (SM). 3. In the list, double-click the Session Manager that you want to configure. 4. Click the SM Fields Configuration tab. 5. Enter the values in the fields as mentioned in the following table: You can retrieve the configuration values from the Avaya Aura System Manager environment where the connector in implemented. You must log in to Avaya Aura System Manager and copy the values from Avaya Aura System Manager. 6. From the SMGR Fields drop-down list, select the parameter that you want to configure. 7. In the Alias field, type the name of the parameter. 8. In the Value field, type the value of the parameter. The parameter and value fields must be identical and copied from Avaya Aura System Manager web interface. 9. Click Add to add a new field. 10. Repeat the steps to add all required parameters. Configuring Avaya Aura System Manager with Avaya Control Manager 1. Log on to the Avaya Control Manager Web interface Control Manager server IP address>/acccmportal as administrator. The system logs you in to the Avaya Control Manager system. 2. On the Avaya Control Manager webpage, navigate to Configuration Portal > Team Engagement > System Manager (SMGR). 3. Click Add. 4. On the Connection Details page, enter information for the following fields: Field name Alias Host Name Value Any given name. The host name or IP address of your System Manager server. Port Number Enter the port number as 80. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 271

272 Hosted provider solution component configuration Field name DB name Web Service URL Username Password Version WS Update Type Value Name of the System Manager database. The URL that leads to the System Manager API. The Web Service URL is The user name of the System Manager that Avaya Control Manager uses for this integration. The user requires full administration rights in Avaya Aura System Manager equivalent to the administration user. The password of the System Manager user. Set the current System Manager version. Ensure you change the version after you upgrade. The type of Web Service update. Following are the options available: Replace Merge This field is for future use. 5. Click Save. 6. Assign the System Manager system to the Location. a. Navigate to Configuration Portal > Locations. b. In the list, double-click the System Manager that you want to add to the location. c. Click the Systems tab. d. Click Add. e. In the System Type drop-down list, click SMGR. f. In the System Name drop-down list, click the SMGR system that you configured. g. (Optional) In the Sync Schedule drop-down list, click the required sync schedule. h. Click Save. 7. Ensure that the System Manager alias name in the Configuration Portal > Team Engagement > Communication Manager (CM) tab matches with the Avaya Aura Communication Manager name in the SMGR > Inventory > Manage Elements. 8. Click Save to add the location. 9. Ensure that you activate SMGR connector. Creating an Avaya Aura System Manager user About this task To create a user in Avaya Aura System Manager, you must assign the user to the SIP application. The SIP application appears as part of the User Available application section in Avaya Control Manager. For more information, see Using Avaya Control Manager to Administer Avaya Products. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 272

273 Hosted provider solution component configuration 1. Log on to the Avaya Control Manager interface as an administrator. The system logs you in to the Avaya Control Manager portal. 2. On the Avaya Control Manager webpage, click Roles Management Portal > ACM. 3. Click Add. 4. On the Role Add page, perform the following steps: On the General tab, type the name and the description of the role in the Role Name and Role Description fields. a. On the Permissions tab, select the relevant permissions for the role. b. On the Locations tab, select and assign a relevant location for the role. c. On the Additional Permissions tab, select additional permissions for the role. d. On the More > CM Login tab, enter information in the following fields: 5. Click Save. CM Authentication Method: Select Auto, Manually or SSO. CM Username: Enter a name for the Communication Manager. CM Password: Enter a password for the Communication Manager. Is Pin Required: Select True or False. Pin: Enter pin. 6. Go to the Avaya Control Manager webpage and click Users. 7. On the Users tab, in the Organization tree, click a team. 8. In the right pane, double-click the user from the users list. The system displays a screen that allows you to input user information. 9. In the Available applications section, select the ACM and SIP check boxes. The system activates the SIP Properties field. 10. In the SIP URI field, enter the SIP URI of the user. 11. Click Save to create or update the user. 12. Click the Permissions tab. 13. In the ACM section, select the role that you created and click Save. 14. Click SIP Properties. The system displays the Session Manager user screen. The Session Manager user screen is identical to the screens that are part of the System Manager user creation screen. 15. Enter the values in the relevant fields, click Save. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 273

274 Hosted provider solution component configuration For more information, see Administering Avaya Aura System Manager Important: You can edit the fields according to the permissions specified in the role that you selected in Step 13. The system creates the user in System Manager. Editing an Avaya Aura System Manager user 1. Log on to the Avaya Control Manager interface as an administrator. The system logs you in to the Avaya Control Manager portal. 2. On the Avaya Control Manager webpage, click Users. 3. On the Users tab, in the Organization tree, click a team. 4. In the right pane, double-click the user from the users list. The system displays a screen that allows you to edit user information. 5. Click SIP Properties. The system displays the Session Manager User screen. 6. Modify the required user parameters. For more information, see SIP Properties Page on page Click Save. Deleting an Avaya Aura System Manager user 1. Log on to the Avaya Control Manager interface as an administrator. The system logs you in to the Avaya Control Manager portal. 2. On the Avaya Control Manager webpage, click Users. 3. On the Users tab, in the Organization tree, click a team. 4. In the right pane, double-click the user from the users list. 5. In the Available applications section, clear the SIP check box. 6. Click Save. SIP properties page If a user is assigned to a SIP application, the user can update specific areas on the SIP Properties page, based on the permissions. A user can control Avaya Aura System Manager permissions through the SIP Properties page. The following table lists the tabs on the SIP Properties page and the properties that you can manage through each tab. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 274

275 Hosted provider solution component configuration Name Identity Communication Profile Membership Contacts Description Identity Address Book Localized Names Communication Profile Profiles Communication Address Session Manager Profile CM Endpoint Profile CS1000 Endpoint Profile Messaging Profile Call Pilot Profile B5800 Branch Gateway Endpoint Profile Conferencing Profile Note: Roles The current Partner Cloud Powered by Avaya xcaas release does not support CS1K, Call Pilot, and B5800 profiles. Group Membership Default Contact List Private Contacts Configuring CMS with Avaya Control Manager Avaya Call Management System (CMS) is a software product for business and organizations that receive a large volume of calls processed through Avaya Communication Manager. Avaya CMS collects call-traffic data, formats management reports, and provides an administrative interface to 1133 Communication Manager. This chapter describes steps for configuring Avaya Control Manager to support CMS. The Avaya Control Manager integrates to CMS in two different ways, both required. Integrating to the CMS Server s Application using a Solaris/Linux user. It may be done through one of the following options: - ROOT-based access - RBAC-based access (Solaris only) Integrating to the CMS Server s Informix Database using ODBC. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 275

276 Hosted provider solution component configuration There are several steps that need to be completed in order to integrate Avaya CMS to Avaya Control Manager (need to be done when using either the Root based access or RBAC based access). 1. Create a Solaris/Linux DB user on Avaya CMS for the use of Avaya Control Manager. This user will be used to access the CMS database. 2. Grant your created user (from step 1) CMS database "DB owner" access privileges so that the Avaya Control Manager user has the required permissions to administer changes to the CMS database. 3. Create a Solaris/Linux application user on Avaya CMS for the use of Avaya Control Manager. This user will be used to login to the Avaya CMS application and make administration changes on CMS. Note: The DB user can be used also as an application user. 4. Define and configure system variables required for integration through ODBC to CMS s Database on the Avaya Control Manager s Application server. 5. Install an ODBC driver on Avaya Control Manager s Application server for integration through ODBC to CMS s Database. 6. Configuration of the Avaya CMS Connector in the Avaya Control Manager Configuration portal. Creating a Solaris account for Avaya Control Manager (Root-based access) Before you begin You require a Solaris/Linux user account for Avaya Control Manager to integrate with Avaya CMS. You must create a user, not the root, who has the administrative privileges to create additional accounts. You can use the existing Solaris/Linux root user account provided with the Solaris/Linux installation to create a new user account. Note: To use this integration, you must create a CMS Server user other than root. Also, the CMS Server user that you create must have necessary privileges to create CMS Server accounts. The CMS Server account must have administrative privileges to create additional Solaris/Linux users. You can set up the user type in different ways. The following procedure is one of the ways to set up the user. To set up users in other ways, you must contact the Solaris/Linux administrator. Perform the following steps to create a Solaris/Linux account with permissions similar to those of the root user. Linux 1. Log in to Linux as root to create a root level login. 2. At the command prompt, type useradd u 0 o g 0 username. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 276

277 Hosted provider solution component configuration Solaris The user will become a DB administrator. 3. Log in to Solaris as root to create a root level login. 4. Type dbaccess. 5. In the DB, choose query-language. 6. Choose the relevant CMS database. 7. Choose the new command. 8. Type the following command: grant DBA to [username]. 9. Click esc. 10. Choose the run command. The user will become a DB administrator. Creating RBAC user in Solaris (RBAC base access) 1. Log in to Solaris as root. 2. Create a Solaris profile by running the following command: echo "ACMRole:::Profile for ACM user: help=" >>/etc/security/ prof_attr 3. Assign the Solaris profile administrative commands by running the following commands: echo "ACMRole:suser:cmd:::/usr/sbin/useradd:uid=0" >> /etc/ security/exec_attr echo "ACMRole:suser:cmd:::/usr/sbin/userdel:uid=0" >> /etc/ security/exec_attr echo "ACMRole:suser:cmd:::/usr/bin/passwd:uid=0" >> /etc/security/ exec_attr 4. Test the results by running the following command: more /etc/security/exec_attr The system displays the following: 5. Add a new Solaris Role by running the following command: roleadd -m -d /export/home/acm ACM 6. Set the Role password by running the following command: passwd ACM October 2018 Deploying Partner Cloud Powered by Avaya xcaas 277

278 Hosted provider solution component configuration The system prompts you to enter a new password. 7. Assign the role to a profile by running the following command: rolemod -P ACMRole ACM 8. Create an Avaya Control Manager user on the Solaris system by running the following command: useradd m ACMusr 9. Set the password of the newly created user by running the following command: passwd ACMusr Enter the new password 10. Assign the Solaris user to a role by running the following command: usermod R ACM ACMusr 11. Navigate to the Avaya Control Manager users home location and execute the following commands: cd /export/home/acmusr vi.profile 12. In the editor, press a to append and Type the following: PATH= $PATH:/usr/sbin 13. Press o (lowercase o) to insert the next line: export PATH 14. Type :wq to write the file and exit the editor. Configuring the system variables About this task In order to complete the integration of Avaya Control Manager with Avaya CMS, you must create some Environment Variables on your system and you must configure the system variables before configuring the ODBC driver. 1. On your computer, right-click My Computer and select Properties. 2. On the System window, click advanced system settings option. 3. On the System properties window in the Advanced tab, click Environment Variables. 4. In the Environment Variables window, perform the followings steps to add a new client locale variable: In the System variables section, click New. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 278

279 Hosted provider solution component configuration In the New system Variable window. - In the Variable name field, enter the client name as CLIENT_LOCALE. - In the Variable value field, enter the value as en_us Click OK. 5. In the Environment Variables window, perform the followings steps to add a new database local variable: In the System variables section, click New. On the New system variable window. - In the Variable name field, enter the database local name as DB_LOCALE. - In the Variable value field, enter the value as en_us Click OK. 6. In the Environment Variables window, perform the followings steps to add a new environment variable: In the System variables section, click New. On the New system variable window. - In the Variable name field, enter the database local name as DB_LOCALE. - In the Variable value field, enter the value as en_us Click OK. 7. Restart the server after you have added the required variables. Installing Informix ODBC component on the Avaya Control Manager Provisioning server 1. Download the IBM Informix ODBC driver (Informix Client Software Development Kit 4.10): a. Browse to b. Search for informix client SDK 4.1 windows 64 bit. c. Download the clientsdk.4.10 zip file. 2. Extract the clientsdk.4.10 zip file. 3. Run installclientsdk.exe. 4. On the Introduction page, click Next. 5. On the Introduction page, select I accept the terms in the license agreement and click Next. 6. On the Installation location page, click Next. 7. On the Installation features page select Install Set as Custom. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 279

280 Hosted provider solution component configuration 8. In the features tree, select only IBM Informix ODBC Driver (under IBM Informix Client SDK) and Global language Support (including all listed languages). 9. Click Next. 10. On the Installation Summary page, click Install to complete the installation. 11. On the Installation Summary page, Choose No when being prompted with Do you want to install the IBM Data Server Driver Package?, Click Next. Adding and testing Informix ODBC connection with CMS 1. From Windows Control Panel open Administrative Tools. 2. Open Data Sources (ODBC). 3. In the ODBC Data Source Administrator dialog box, click the System DSN tab. 4. On the System DNS tab, click Add. 5. In the Create New Data Source dialog box, select the IBM Informix ODBC (64 bit). 6. Click Finish. 7. In the IBM Informix ODBC Driver Setup dialog box, on the General tab and perform the following steps: a. In the Data Source Name field, type cms_servername. b. In the Description field, type <Free text>. 8. Click the Connection tab. 9. In the Connection tab, enter the following values: Field Server Name Host Name Value Service Protocol Database Name User Id Password 10. Click Apply. 11. Click OK. Avaya Control Manager configuration for CMS cms_[cms server host name] CMS Server host name olsoctcp cms The CMS user name that Avaya Control Manager uses. The CMS DB user password. 1. Log in to the Avaya Control Manager Web interface as an administrator. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 280

281 Hosted provider solution component configuration 2. Click Configuration Portal > Customer Engagement > Call Management System. 3. On the page displayed, Click Add to add a new CMS server. 4. On the CMS Connection Details tab, enter the values in the fields as mentioned in the following table: Field Alias CMS Version 18 ODBC Driver Type Value Service Any Alias name. Server Type Informix 2000 Host: Port DB Name Username The type of the ODBC driver installed. The HostName/IP address and the port number of the CMS server s Database (INFORMIX). The port number is not required. The CMS database name (default name is cms). The user name of the Avaya Control Manager user to access the CMS database. Password Server Username Server Password Add User Command Template This is the administrative user for CMS database server (default user is root). The password of the specified CMS DB user. The name of the CMS application user for Avaya Control Manager that is generated on the CMS server. This user has special roles and permission to access the CMS supervisor system. The CMS application user password. Value for Solaris based CMS useradd -g 200 -d /export/home/ {username} -m -s /usr/bin/cms -c "{userfullname}" {username} Value for Linux based CMS: useradd -g d /export/home/ {username} -m -s /usr/bin/cms -c "{userfullname}" {username} 5. Click the Connection Mode tab and enter the values in the fields as mentioned in the following table: For CMS 15.x and later: Field Value Protocol In the CMS Avaya Supervisor > Options > Tools > CMS Servers > Configured CMS Server > Connection. For Network, choose Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 281

282 Hosted provider solution component configuration Field Connection timeout (ms) Integration Type Role (RBAC only) Role Password (RBAC only) Value Telnet. For SSH choose SSH, It is the connectivity protocol between Avaya Control Manager and CMS. The protocol can either be SSH or Telnet. The connection timeout in milliseconds. The type of integration of Avaya Control Manager with CMS. Select Regular in case you are using ROOT based access to Solaris. Select RBAC if you are using the Solaris RBAC capabilities. The name of the Solaris role that is used by Avaya Control Manager. This field is visible only when you select RBAC in the Integration Type field. The password of the Solaris role that you specify. This field is visible only when you select RBAC in the Integration Type field. 6. Click the Other Parameters tab and enter the values in the fields as mentioned in the following table: 7. In the CMS connection string pane, perform the following: For CMS 15.x and later: Field Sync Agent Groups Import To Sphere POM Real Time Port POM Role POM Agent Trashing Interval (sec) Value The value that decides whether the Avaya Control Manager Sync process syncs the CMS agent groups to Avaya Control Manager. Allows importing to Sphere. For future use For future use For future use 8. Click Save to save the configuration. 9. Assign the CMS server configured to the relevant Avaya Control Manager location. Configuring Avaya Aura Messaging with Avaya Control Manager The Avaya Control Manager Avaya Aura Messaging Connector is installed as part of the main Avaya Control Manager installation package. During the installation process, you can select to install the MM Connector from the Services. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 282

283 Hosted provider solution component configuration A new Windows Service is installed as part of the MM Connector installation. You must start the service manually after completing the installation. Configuring a Trusted Server on Avaya Aura Messaging About this task To activate the Avaya Control Manager integration to Avaya Aura Messaging, you must configure the Avaya Control Manager server as a Trusted Server on Avaya Aura Messaging. 1. Log in to the Aura Messaging Administration. The system displays the Aura Messaging screen. 2. Click Trusted Servers. The system displays the Manage Trusted Server screen. 3. Click Add New Trusted Server. The system displays the Add Trusted Server screen. 4. On the Add Trusted Server page, enter the following details: Parameter Trusted Server Name Machine Name /IP Address Password Confirm password Special Type Description The hostname of the application server. The Avaya Control Manager server that runs the MM connector is the application server. The IP address of the application server. The password which the Avaya Control Manager uses to login to MM. Confirm the password. DEM Server. Configuring Avaya Control Manager for Avaya Aura Messaging 1. Log in to the Avaya Control Manager Web interface as an administrator. 2. On the Avaya Control Manager webpage, click Configuration Portal > Team Engagement > Messaging. 3. On the page that is displayed, click Add. 4. Enter information in the fields. For more information, see Connection Details field description. on page Assign the Messaging system to a location. 6. On the Avaya Control Manager Portals page, click Configuration Portal > Services > Messaging Connector. 7. Locate the DEM Connector parameters and update them. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 283

284 Hosted provider solution component configuration Parameter DEM Connector IP Description DEM Connector port The default port is Save the parameters. The IP address of Avaya Control Manager MM Connector. The IP address must be the Avaya Control Manager Server. 9. On the Avaya Control Manager Portals page, click Configuration Portal > Services > Provisioning. 10. Double-click the Provisioning Alias name. 11. On the Provisioning Service, click More > Connectors. 12. In the UM Enabled field, select Yes. 13. Click Save. 14. Open Services.msc and start the ACCCM MM Connector Windows service. Connection Details field description System Type Field Description All Alias Name The alias name of the UM system. Type The system type: Modular Messaging, Aura Messaging. Version UM Server Host Port Username Password Note: Set the messaging type as Modular Messaging system even if you are configuring for Aura Messaging. Set the current version of Avaya Aura Messaging on Avaya Control Manager. The host name or IP address of the MM system. The port number that is used by Avaya Control Manager MM Connector. The port number is 389. cn=[yourtrustedserver],dc=avaya Your trusted server is the server name that runs the Avaya Control Manager MM Connector (the same server you used in the configuration of modular messaging trusted servers). The user password. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 284

285 Hosted provider solution component configuration For future use DB Server Name The name of the database server that the UM solution uses. UM DB Name UM DB Username UM DB Password The name of the database. The user name that is used for the integration. The user password. Modular Messaging LDAP mm ID The host name of your CMM server. For example, ServerMSS LDAP Version 2 Protocol Security Authentication Type Based Context COS Based Context None Simple ou=people, dc=avaya Select the Messaging version number that you are using. For example, if you are using Communication Manager Messaging 5.2, then you must select 5 from the version field. Configuring Avaya Aura Call Center Elite Multichannel with Avaya Control Manager Before you begin Ensure that you have installed the ACS Database on the SQL server. About this task To integrate Avaya Control Manager with Call Center Elite Multichannel, you must create a database user for Avaya Control Manager on the ACS database (configuration database). The user must have full DBO access rights on the ACS database. The user that you create must be used during the installation process of the Call Center Elite Multichannel connector. Perform the following steps to create a user: 1. Open Microsoft SQL Management Studio. The system displays the Microsoft SQL Server Studio screen. 2. From the Object Explorer window, navigate to Security > Logins. 3. Right-click the Logins folder and select New Login. The system displays the Login - New screen. 4. In the Login - New screen, enter the following user details. a. Enter the login name that you want to create for the Call Center Elite Multichannel connector in the Login name field. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 285

286 Hosted provider solution component configuration b. Select the SQL Server authentication option. c. Enter the password that you want for the login name you created in Step a in the Password field. d. Clear the Enforce password policy check box. Note: Ensure that the default database field displayed at the bottom of the page is ACS. e. Click the User Mapping option on the left side menu. f. Select ACS database and ensure that you have DB_OWNER access rights. 5. Click OK. The system displays the Configure EMC integration screen. 6. On Configure EMC integration screen, enter the EMC connector information that was used during deployment of the Control Manager servers. Field Database Server Description The host name or IP address of the SQL Server that hosts the EMC ACS database. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 286

287 Hosted provider solution component configuration Field Description Database Port The port of the SQL Server database. The default value is Database Name Username Password Note: The name of the EMC ACS database. By default, the EMC ACD database name is ACS. The user name that has DBO access rights on the ACS database. Control Manager uses this user to update the information in the EMC ACS database. The password of the user. You do not need to configure the EMC parameters in the Control Manager configuration portal. These parameters are for future use. Configuring the Call Center Elite Multichannel database connection in Avaya Control Manager 1. Log on to the Avaya Control Manager web interface as administrator. 2. Navigate to Configuration Portal > External > Customer Engagement > Elite Multichannel. 3. On the page that opens, enter the following details: Parameter Alias Name Port Username Password Protocol Timeout Expect Formatted Response Value Any name that represents the connector. The hostname or the IP address of the server that runs the EMC connector. The port number that you have configured for the EMC connector. For example: This value is used for backward compatibility. If you are not using old external system services, then set the Port value to 0. User name. Password. Select the TCP/IP option. Enter the time out value. Select either Yes or No. 4. Click Locations. Select the location that uses the Call Center Elite Multichannel connector. 5. Assign the Call Center Elite Multichannel connector from the Available locations and click Save. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 287

288 Hosted provider solution component configuration Tracking the Avaya Aura Call Center Elite Multichannel licenses Before you begin Ensure that you deploy at least one instance of Avaya Aura Call Center Elite Multichannel (EMC) in the Partner Cloud Powered by Avaya xcaas solution. 1. In Avaya Control Manager, verify that the WebLM Products Management table within the Configuration Portal > Licenses > License Tracker WebLM Products includes the Product Name = EMC and that EMC has the License Type ID set to 17. If EMC is not in the WebLM Products Management table, or if it is shown with a different License Type ID value, then the administrator must add this entry or change the License Type ID to Verify that the WebLM Features Management table is populated with the appropriate Feature Names for the EMC Product Name. If the table is not populated with these Feature Names, add these entries to the WebLM Features Management table. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 288

289 Hosted provider solution component configuration 3. Verify that if there is an entry for Product Name set to CCE and that this Product Name is associated with the Feature Names in the WebLM Features Management table. 4. Verify that the tblprofileusageperlocationpersitemonthly_materialcodeconfiguration table is configured with the EMC.CCM Voice 6.0 ProfileName entry. If the entry does not exist, the administrator must add the entry. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 289

290 Hosted provider solution component configuration Configuring license Configuring the generic tracker for EMC usage tracking 1. Log on to the Avaya Control Manager web interface as administrator. 2. On the Avaya Control Manager webpage, click Configuration Portal > Licenses > License Tracker Settings. 3. On the License Tracker Settings page, click Add. 4. On the License Tracker Settings Add page, enter appropriate values in the following fields: a. From the Product Name drop-down list, select EMC. You must select EMC as you are monitoring the EMC system with the license tracking tool. b. In the Alias field, type the alias for the system name that you want to monitor with the license tracking tool. c. In the Tracking History(days) field, type 5. The Tracking History(days) field specifies the number of days the license tracking history is stored in the Avaya Control Manager database. d. In the Tracking Interval(minutes) field, type 5. The Tracking Interval(minutes) field specifies the time interval in minutes after which Avaya Control Manager connects to the tracked system, retrieves the license information and saves the license usage into the Avaya Control Manager database. e. Select the Enable check box, to enable the license tracking for the integrated system. Clear the Enable check box, to disable the license tracking for the integrated system. f. In the WebLM Address field, type the URL that points to the WebLM server of the tracked system. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 290

291 Hosted provider solution component configuration Note: The WebLM Address field is applicable only to WebLM enabled systems. g. In the WebLM Username field, type the user name to access WebLM. h. In the WebLM Password field, type the password to access WebLM. 5. Click Save. 6. To edit an existing record, perform the following steps: a. Double-click the relevant row from the list of records. b. On the License Tracking Settings Edit page, edit the required details of the record and then click Save. Configuring the WebLM enabled systems About this task The Generic WebLM connector that is part of the Avaya Control Manager license tracker tracks the WebLM enabled systems. Note: The Avaya Control Manager license tracker works only with a standalone WebLM server. In order to be tracked by Avaya Control Manager, products must acquire licenses from this standalone WebLM server. 1. Log on to the Avaya Control Manager web interface as administrator. 2. On the Avaya Control Manager webpage, click Configuration Portal > Licenses > Licenses Tracker Settings. 3. On the License Tracker Settings page, click Add. 4. On the License Tracker Settings Add page, from the Product Name drop-down list, select any product except for CM or CMS. Note: You cannot use WebLM to track Communication Manager or CMS licenses. 5. In the WebLM Address field, type the WebLM address. The WebLM URL is different for every system. To retrieve the URL, see relevant product documentation. For example, the Application Enablement Services URL can be: Note: Do not point Avaya Control Manager to the login page of the main WebLM page. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 291

292 Hosted provider solution component configuration Configuring notifications About this task You do not need to configure notifications for the Partner Cloud Powered by Avaya xcaas solution. The procedure of configuring notifications is provided here as a reference in case Avaya or the Service Provider needs access to this information in a future release or for a customize engagement. Note: Only Avaya or Service Providers have the right to configure notifications. 1. Log on to the Avaya Control Manager web interface as administrator. 2. On the Avaya Control Manager webpage, click Configuration Portal > Licenses > License Tracker Notifications. 3. To add a new notification, on the License Tracker Notifications List page, click Add. 4. On the License Tracker Notifications List Add page, from the Notifications drop-down list, select the notification as or SNMP. Based on your choice, perform one of the following actions: If you select SNMP, enter the following information: - In the IP address field, type the IP address of the SNMP receiver. - In the Port field, type the port number of the SNMP receiver. - From the Template drop-down list, select the appropriate template. If you select , enter the following information: - In the address field, type the address of the user. - From the Template drop-down list, select the appropriate template. Note: 5. Click Save. There are separate templates for and SNMP. 6. To edit a notification, select the check box for the notification and click Edit. 7. To setup a notification rule, click the Notification Rules tab and select the notification you added and assign the notification rules. 8. Click Add. 9. On the License Tracker Notifications List Add page, enter the following information: a. From the System drop-down list, select the system you want to monitor for notifications. b. From the Type drop-down list, select the type of license tracker notification. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 292

293 Hosted provider solution component configuration c. From the Server Type drop-down list, select the system that you want to monitor for notifications. For example, AES. d. From the License Type drop-down list, select a license. Based on the selected system in the Server Type drop-down list, the system displays a list of all available licenses. e. From the Qualifier drop-down list, select a mathematical qualifier, such as <,>,=,<>,<=,>= f. From the Threshold field, type the license threshold. For example, if you set the threshold as 10, then the configuration triggers a notification every time the quantity of Telephony Services Application Programming Interface (TSAPI) available licenses is less than Click Save to add the notification. Configuring Avaya Call Management System Use the following checklist to identify the tasks you must perform to configure Avaya Call Management System for the Partner Cloud Powered by Avaya xcaas solution. No. Task Notes 1 Understand prerequisites. Before you configure the Call Management System software, perform the following tasks: 2 Configure Avaya Call Management System interactively. Verify that you are logged in as root. Verify that if TCP/IP is being used to connect to an ACD, the switch/lan setup is done. Verify that all file systems are mounted. If you use the interactive option, the program automatically prompts you for the necessary information to configure the Call Management System software. For more information about configuring Call Management System interactively on Linux, see Avaya Call Management System Software Installation, Maintenance, and Troubleshooting for Linux. For more information about configuring Call Management System on Solaris, see Avaya Call Management System Software Installation, Maintenance, and Troubleshooting for Solaris. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 293

294 Hosted provider solution component configuration No. Task Notes 3 Configure Avaya Call Management System using a flat file. If you use the flat file option, you edit a UNIX system flat file that contains the necessary information to set up the Call Management System software. When you execute the install program, the program runs in the background and uses the flat file data to configure Call Management System. For more information about configuring Call Management System using a flat file on Linux, see Avaya Call Management System Software Installation, Maintenance, and Troubleshooting for Linux. For more information about configuring Call Management System on Solaris, see Avaya Call Management System Software Installation, Maintenance, and Troubleshooting for Solaris. Configuring Avaya Aura Application Enablement Services Use the following checklist to identify the tasks you must perform to configure Avaya Aura Application Enablement Services for the Partner Cloud Powered by Avaya xcaas solution. No. Task Notes 1 Understand prerequisites. Read the guidelines and prerequisites to know more about configuring Avaya Aura Application Enablement Services. If your applications use an AEP connection, AE services can support the following: Up to 16 connections to Communication Manager servers. 4 connections to monitor extensions and agents. 6 connections for VDNs. 2 Understand Avaya Aura Application Enablement Services connections. For more information about guidelines and requirements for configuring AE Services, see Avaya Aura Application Enablement Services Overview and Specification. Understand the configurations that use Avaya Aura Application Enablement Services connections. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 294

295 Hosted provider solution component configuration No. Task Notes You can use Processor Ethernet interface or CLANs for all configurations. If you use CLANs, use 2 CLANs for each switch connection to Communication Manager. 3 Understand Avaya Aura Communication Manager compatibility. 4 Configure an AES user for Call Center Elite Multichannel, and Avaya Contact Recorder. For more information about configurations that use AEP connections, see Avaya Aura Application Enablement Services Overview and Specification. Understand the clients, APIs and versions of Avaya Aura Communication Manager that Avaya Aura Application Enablement Services 6.3 supports. For more information, see Avaya Aura Application Enablement Services Overview and Specification. From the AE Services Management Console, you must add a user to the Add User page who will be a member of the TSAPI Service Security Database (SDB). For more information about adding a user to User Management, see Administering and Maintaining Avaya Aura Application Enablement Services. TSAPI Link - Advanced Settings Use the TSAPI Link - Advanced Settings page to set the flow control and buffer limits used by Tlinks. Name Tlinks Configured Max Flow Allowed Description The Tlinks Configured field is a read-only field that displays the names of all the tlinks that are configured for the selected switch. Is the maximum number of Telephony Services Driver Interface (TSDI) buffers that can be queued for and allocated by the Tlink. (Typically, one TSDI buffer is queued for the Tlink for each TSAPI application request.) When the limit specified by Max Flow Allowed is reached, the TSAPI Service activates flow control for the Tlink. Any additional requests for the Tlink will be rejected with ACS error TSERVER DRIVER CONGESTION until this condition is alleviated. To minimize the likelihood of errors due to flow control, ensure that the switch connection for the Tlink has sufficient bandwidth to handle the number of requests from your TSAPI (and other CTI) applications. Generally speaking, each CLAN board that is administered for the switch connection can handle 200 messages per second. A switch connection that uses Processor Ethernet can handle 1000 messages per second. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 295

296 Hosted provider solution component configuration Name TSDI Size TSDI High Water Mark Apply Changes Cancel Changes Restore Defaults Description Flow control error messages may indicate an application problem or may be the result of a burst of application requests or a temporary network issue. If these error messages occur only intermittently, then you can change the default flow control level to a higher value. The minimum value is 200. The maximum value is TSDI Size is the maximum size, in bytes, of the TSDI buffer buffer pool. The TSDI Size must always be larger than the High Water Mark value. The minimum value is bytes (0.5 MB). The maximum value is bytes (200 MB). TSDI High Water Mark is a threshold value. When this value is reached, the TSAPI Service issues a warning message to indicate that the use of TSDI memory is approaching its limit. The TSDI High Water Mark should be at least 30% of the TSDI Size and less than or equal to the TSDI Size. Select Apply Changes to put your changes into effect. When you click Apply Changes, your browser displays the Apply Changes to TSAPI Link -Advanced Settings page. Select Cancel Changes to prevent your changes from going into effect. OAM cancels your changes and redisplays the TSAPI Link - Advanced Settings page. Select Restore Defaults to reset Tlink fields to the following default values: Max Flow Allowed = 2000 TSDI Size = (5 MB) TSDI High Water Mark = 80% of TSDI Size (which is (4 MB)) Configuring Avaya Aura Workforce Optimization: Avaya Contact Recorder To configure Avaya Contact Recorder for the Partner Cloud Powered by Avaya xcaas solution, see Avaya Contact Recorder Planning, Installation and Administration Guide. For information about Multi-tenancy, see Multi-tenancy support section in Avaya Aura Workforce Optimization Overview and Specification. For information about configuring SIP recording, see Deploying Avaya Aura Workforce Optimization with Avaya Aura Communication Manager and Call Center Elite. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 296

297 Hosted provider solution component configuration Configuring Avaya Aura Messaging Use the following checklist to identify the tasks you must perform to configure Avaya Aura Messaging for the Partner Cloud Powered by Avaya xcaas solution. No. Task Notes 1 Gather all the required data. Gather the required information for telephony integration, Auto Attendant and Main Pilot Number, External host configuration, and mail options. 2 Integrate Messaging with the telephony server. 3 Set Auto Attendant and Main Pilot Number. For more information, see Administering Avaya Aura Messaging. To establish a communications link between Messaging and your telephony server, you must ensure that certain parameters for each application role match the corresponding parameters on the telephony server. For more information, see Administering Avaya Aura Messaging. Auto Attendant transfers callers to local extensions with associated mailboxes. A Messaging access number is the number that the Messaging system receives from the telephony server. This number is also called a pilot number. For more information, see Administering Avaya Aura Messaging. 4 Define dial rules. Dial rules determine which digits Messaging prepends to a dial string before sending the number to the telephony server. For example, adding a 9 to access an outside line. For more information, see Administering Avaya Aura Messaging. 5 Configure the external host. Forward the text notifications, notifications, and fax messages as file attachments by using an external SMTP relay host. You can enable this function by configuring the mail gateway on the External Hosts webpage. For more information, see Administering Avaya Aura Messaging. 6 Disable message addressing This configuration is specific to Partner Cloud Powered by Avaya xcaas. For more information, see Disabling message addressing on page 335. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 297

298 Hosted provider solution component configuration Configuring Avaya Aura Call Center Elite Multichannel Use the following checklist to identify the tasks you must perform to configure Avaya Aura Call Center Elite Multichannel for the Partner Cloud Powered by Avaya xcaas solution. No. Task Notes 1 Configure Desktop. After you install Call Center Elite Multichannel Desktop, you can start Call Center Elite Multichannel Desktop and configure various parameters through the Options dialog box. The parameters, which are unavailable in the Options dialog box must be configured through the ASGUIHost.ini file. The default location of the ASGUIHost.ini file is C:\Program Files\Avaya\Avaya Aura CC Elite Multichannel\Desktop\CC Elite Multichannel Desktop. 2 Configure services through Control Panel. 3 Configure Microsoft Dynamics CRM. 4 Configure.Net Remote connection. For more information, see Installing Call Center Elite Multichannel. To configure various services through Call Center Elite Multichannel Control Panel, see Administering Call Center Elite Multichannel. By default, the Microsoft Dynamics CRM plug-in is disabled in Call Center Elite Multichannel Desktop. To enable the plug-in, open the ASGUIHost.ini file and remove the semicolon before MS CRM GUI Plugin = MS CRM GUI Plugin. For more information, see Installing Call Center Elite Multichannel. All the Call Center Elite Multichannel applications and services that use.net remote connection, automatically uses the ASGUIHost.exe.config configuration file to control their remote connection. This file specifies the gtcp channel and default port number. Important: Do not change any information in this file. 5 Customize a language. The custom language control uses the StringDataDoc.txt text file. This file is a sample text file that contains strings in English. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 298

299 Hosted provider solution component configuration No. Task Notes Call Center Elite Multichannel uses the strings from this file. By default, the StringDataDoc.txt text file is available at the C:\Program Files\Avaya \Avaya Aura CC Elite Multichannel \Desktop\CC Elite Multichannel Desktop location. 6 Configure SQL Server For more information about configuring SQL server 2008, see Installing Call Center Elite Multichannel. 7 Configure WebLM. WebLM server configuration is defined in the weblmserver.properties file. The location of this file is <tomcat_installation_dir>/ webapps/weblm/data. Any changes to this file require Tomcat to restart, so that the changes can take effect. For more information, see Installing Call Center Elite Multichannel. EMC Desktop Client access to EMC servers in service provider network EMC Deployment: Server side in service provider network The Call Center Elite Multichannel (EMC) Core server (in SP network) must specify a hostname entry for the Name service response IP field in the XML Servers configuration. This should be the resolvable hostname of the EMC Core server. In the customer network, this exact hostname must also be resolvable to the EMC Core server (using the firewall) from the EMC Desktop Client. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 299

300 Hosted provider solution component configuration EMC Deployment: Client side in customer network Each customer must ensure that the EMC Desktop clients can reach the following servers in the service provider network using the Firewall. The hostnames of these servers must be resolvable from the EMC Desktop Client machine. EMC Core Server EMC IDS Server EMC SQL Server EMC Desktop Client access to EMC servers for recording EMC Deployment: Server side in service provider network The Avaya Contact Recorder (ACR) URL configuration on the EMC core server must use a machine name which is resolvable to the ACR server. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 300

301 Hosted provider solution component configuration EMC Deployment: Client side in customer network Each EMC Desktop Client must have the ACR machine name entry resolvable to the EMC Core Server in the Service Provider network (using the firewall). This must be the exact machine name that is used in the Avaya Contact Recorder configuration on the EMC Core server, as shown in the previous image. Call Center Elite Multichannel databases recommendation for high traffic systems Call Center Elite Multichannel uses the ASMSControl, ASMSDataX, ASContact, and Configuration Server databases. If you have deployed Microsoft SQL Server on C:\ drive and created the databases through Call Center Elite Multichannel Control Panel, ensure that: The system that hosts Microsoft SQL Database contains at least two disk drives. The tmp database has a minimum size of 5 GB. The database contains a secondary file group with a physical file. The secondary file group is the default file group. The Auto Shrink property is set to False. Configuring the tmp database About this task Using this procedure, you can configure the tmp database. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 301

302 Hosted provider solution component configuration 1. Start Microsoft SQL Server Management Studio and connect to the database. 2. In the left pane, expand the Databases node. 3. Expand the System Databases node. 4. In the System Databases node, right-click the tempdb node and click Properties. 5. In the Database Properties - tempdb dialog box, perform the following steps: a. In the left pane, click Files. b. In the row where the File Type field is set to Rows Data, enter the value 5000 in the Initial Size (MB) field. c. In the row where the File Type field is set to Log, enter the value 500 in the Initial Size (MB) field. d. In the left pane, click Options. e. In the Auto Shrink field, set the value to False. f. Click OK. Configuring file groups About this task Using this procedure, you can add a secondary file group to a database. 1. Start Microsoft SQL Server Management Studio and connect to the database. 2. In the left pane, expand the Databases node. 3. In the Databases node, right-click the ASMSData1 node and click Properties. 4. In the Database Properties - ASMSData1 dialog box, perform the following steps: a. In the left pane, click Filegroups. b. Click Add. c. In the Name field, enter the value Secondary. d. Click OK. 5. In the Databases node, right-click the ASMSData1 node and click Properties. 6. In the Database Properties - ASMSData1 dialog box, perform the following steps: a. In the left pane, click Files. b. In the row where the File Type field is set to Rows Data, enter the value 5000 in the Initial Size (MB) field. c. In the row where the File Type field is set to Log, enter the value 1000 in the Initial Size (MB) field. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 302

303 Hosted provider solution component configuration d. Click Add. e. In the Logical Name field, enter the value ASMSData1Sec. f. In the Filegroup field, set the value to Secondary. g. In the Initial Size (MB) field, enter the value h. Click the ellipses (...) button next to the Autogrowth field. The system displays the Change Autogrowth dialog box. i. Select the Enable Autogrowth check box. j. In the File Growth field, select the In Megabytes option and enter the value 1000 in the text box. k. In the Maximum File Size field, select the Unrestricted File Growth option. l. Click OK. m. In the Path field, select a path for the file. Ensure that the path that you select is different from the path where other files are present. This action is mandatory for high-load systems n. In the File Name field, enter the value ASMSData1.ndf. o. Click OK. Turning off Auto Shrink About this task Using this procedure, you can turn off the Auto Shrink property. 1. Start Microsoft SQL Server Management Studio and connect to the database. 2. In the left pane, expand the Databases node. 3. In the Databases node, right-click the ASMSData1 node and click Properties. 4. In the Database Properties - ASMSData1 dialog box, perform the following steps: a. In the left pane, click Options. b. In the Auto Shrink field, set the value to False. c. Click OK. Setting the secondary file group as default About this task Using this procedure, you can set the secondary file group as the default file group. 1. Log in to database server through Remote Desktop Connection. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 303

304 Hosted provider solution component configuration 2. Start Microsoft SQL Server Management Studio and connect to the database. 3. In the left pane, expand the Databases node. 4. In the Databases node, right-click the ASMSData1 node and click Properties. 5. In the Database Properties - ASMSData1 dialog box, perform the following steps: a. In the left pane, click Filegroups. b. In the Secondary row, select the Default check box. c. Click OK. Integrating Call Center Elite Multichannel in Avaya Control Manager 1. Run the Call Center Elite Multichannel (EMC) integration installer on each EMC database. 2. Add the EMC server definitions in the Avaya Control Manager configuration portal. 3. Assign EMC database to a location. Using the EMC UI, you will be able to select the relevant EMC server according to the user locations to view permissions. If you have only one location, you will be redirected to the UI without the server selection option. To save the EMC information from the Avaya Control Manager user management console, ensure you assign the correct EMC server to the user location. Updating the EMC SQL DB exe file About this task You can run the Avaya Control Manager Call Center Elite Multichannel (EMC) integration installer from any machine that has access to the database server. The installer does not add files to the file system, but only updates the EMC SQL database. 1. Enter the name of the EMC server in the Server field. 2. Enter the port for communication in the Port field. The default port is Enter the name of the EMC database in the Database field. 4. Enter the sa username and password in the Username and Password fields. 5. Click Next. 6. Click Install. Updating the EMC SQL DB exe file 1. Navigate to Portals > CFG > CC. 2. Click EMC. 3. Navigate to Portals > CFG > EMC List > EMC Add page. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 304

305 Hosted provider solution component configuration All fields marked with a red asterisk are mandatory. 4. Enter the server display name in the Alias field. 5. Enter 0 in the Port field. Note: This value is used for backward compatibility. If you are not using old external system services, enter Enter the SQL username and SQL password in the Username and Password fields. 7. Enter the SQL database catalog name in the DB Name field. 8. Select False from the Enable EMC Integration field. 9. Enter the SQL Server host name in the Server Name field. 10. Select Config DB from the Type field. 11. Enter 0 in the Web Service Path field. Note: This value is used for backward compatibility. If you are not using old external system services, enter Enter value in the Template ID For Extension, and Template ID for Agent ID fields. Note: These values are mandatory if you want to save users added from the Avaya Control Manager Web UI. Assigning EMC server to location 1. Navigate to Portals > CFG. 2. Click Locations. 3. Navigate to Location Add > Location List > Location Edit > Location Add > Location List 4. Select the location you want to assign. 5. Select + to add a location. 6. Specify the values in the System Type and System Name fields. 7. Click Save. Configuring G450 Media Gateway Use the following checklist to identify the tasks you must perform to configure G450 Media Gateway for the Partner Cloud Powered by Avaya xcaas solution. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 305

306 Hosted provider solution component configuration No. Task Notes 1 Understand interfaces. A new Branch Gateway has default configuration settings. Before using Branch Gateway, you must configure certain items according to the system specifications. Configure other items depending on network specifications. 2 Access the G450 Media Gateway. Configure device. A new Branch Gateway has three physical interfaces for management. These are the Console, Services, and USB-modem interfaces. Configure Branch Gateway based on the different access methods. For more information, see Administering Avaya G450 Branch Gateway. Access the Branch Gateway using the CLI, the PIM, and Avaya Aura Communication Manager. You can manage login permissions by either configuring user names and passwords or configuring the Branch Gateway to use RADIUS authentication. For more information, see Administering Avaya G450 Branch Gateway. Configure the Branch Gateway to: Define a new interface and its IP address. Configure parameters that identify the Branch Gateway to other devices. Define a Gateway interface as the Branch Gateway s default gateway. Configure an MGC to work with the Branch Gateway. Configure DNS resolver for resolving hostnames to IP addresses. View the status of the Branch Gateway. Manage and upgrade software, firmware, configuration, and other files on the Branch Gateway. Backup and restore the Branch Gateway. For more information, see Administering Avaya G450 Branch Gateway. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 306

307 Hosted provider solution component configuration Configuring Avaya Aura Media Server No. Task Notes 1 Ensure that the hardware requirements are met 2 Install the hardware 3 Configure server BIOS for maximum performance 4 Connect Avaya Aura Media Server to the network 5 Ensure you have the supported operating systems and software requirements See Avaya Aura Media Server virtual machine requirements. Connect the network cables between the network ports on the back of the server and the required Ethernet switch. When using multiple network connections, install and connect each network cable to the correct Ethernet switch for network redundancy. At each end of the Ethernet connection, ensure that the Ethernet activity lights are ON. Supported operating systems are: Microsoft Windows Server 2008 R2 Microsoft Windows Server 2012 Microsoft Windows Server 2012 R2 Red Hat Enterprise Linux Advanced Platform 5.x Red Hat Enterprise Linux Server 5.x Red Hat Enterprise Linux Server 6.x 6 Configure Net-SNMP Net-SNMP is a suite of management and monitoring applications that you can optionally install. If you require Net- SNMP on your system, install it before you install Avaya Aura Media Server. 7 Configure network ports Avaya Aura Media Server requires network ports for communicating with clients and other servers in the network and for media transmission. For more information, see Installing and Updating Avaya Aura Media Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 307

308 Hosted provider solution component configuration No. Task Notes 8 Install Red Hat Enterprise Linux 9 Install Windows Server 2008 R2 10 Secure Avaya Aura Media Server installations 11 Obtain PVI check and verify the specification using PVI check Server Application on Customer Supplied Hardware and OS. None. None. Apply the optional security measures to the operating system you installed. For more information, see Installing and Updating Avaya Aura Media Server Application on Customer Supplied Hardware and OS. PVI Check is a software that you run to verify that a server and the configured operating system meet the Avaya Aura Media Server hardware and software requirements. PVI Check is available as a standalone software that you can run on a server prior to installation and is automatically run by the Avaya Aura Media Server installer. The installer blocks the installation if it detects any noncompliance. For more information, see Installing and Updating Avaya Aura Media Server Application on Customer Supplied Hardware and OS. Configuring Avaya Oceana Solution Use the following checklist to identify the tasks you must perform to configure Avaya Oceana Solution for the xcaas solution. No. Task Notes 1 Configure Session Manager routing 2 Commission Avaya Control Manager This helps to reduces the dial plan and trunking administration needed on each SIP Entity, and consolidates administration in a central place, namely Avaya Aura System Manager. Commission Avaya Control Manager for Avaya Oceana Solution. For Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 308

309 Hosted provider solution component configuration No. Task Notes 3 Configure Alarms and Events 4 Configure Communication Manager and Call Center Elite for Avaya Oceana Solution 5 Configure Application Enablement Services 6 Deploy Engagement Designer workflow 7 Enable Oceana WebRTC Voice and install and configure WebRTC Voice Reference Clients 10 Configure Avaya Aura Experience Portal information on how to install and commission Avaya Control Manager, see Installing Avaya Control Manager. System Manager provides an Operating System (OS)-level SNMP Master (Net-SNMP) agent for platform monitoring, notification sending, and notification destination & SNMPv3 user management. For more information about creating SNMP user profiles and target profiles and attaching the target profiles to Serviceability Agents, see Administering Avaya Aura System Manager. Login to the Communication Manager using a SSH application such as PuTTy. For more information, see Deploying Avaya Oceana Solution. Supports a set of enhanced telephony APIs, protocols, and Web services. These applications support access to the call processing, media, and administrative features available in Communication Manager. For more information, see Deploying Avaya Oceana Solution. You must get the provided sample workflows working in your solution, before you begin to customize them. Ensure that you deploy a workflow only when you need to use that workflow. For more information, see Deploying Avaya Oceana Solution. Leverages the Avaya Mobile Video WebRTC Voice feature. For more information, see Deploying Avaya Oceana Solution. Avaya Aura Experience Portal is used as part of Avaya Oceana Solution to provide an IVR frontend for voice calls. For more information, see Implementing Avaya Aura Experience Portal on a single server,,implementing Avaya Aura Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 309

310 Hosted provider solution component configuration No. Task Notes 11 Configure Voice resources through Avaya Control Manager 13 Deploy Omnichannel Windows 2012 Server 14 Deploy Avaya Oceana Cluster 3 15 Configure sample WebChat client, configure WebChat and verify WebChat contacts using Avaya Oceana Workspaces 18 Configure and verify contacts using Avaya Oceana Workspaces 20 Configure SMS and verify SMS contacts using Avaya Oceana Workspaces Experience Portal on multiple servers, and Deploying Avaya Aura Experience Portal in an Avaya Customer Experience Virtualized Environment. Configure Communication Manager and Avaya Oceana Solution agent and voice contact resources. For more information, see Deploying Avaya Oceana Solution. Deploy an Omnichannel Windows 2012 Server. For more information, see Deploying Avaya Oceana Solution. Deploy Avaya Oceana Cluster 3 to provide multimedia support in Avaya Oceana Solution. For more information, see Deploying Avaya Oceana Solution. Configure an Apache web server to host a sample WebChat client for Avaya Oceana Solution. Use the sample WebChat client to test WebChat contacts, attribute-based Work Assignment, and Co-browse functionality. When using the sample WebChat client for testing, you must configure certain URLs and might also need to change the workflow type or attributes before opening a chat. For more information, see Deploying Avaya Oceana Solution. Ensure to configure the Avaya Workspaces correctly to process contacts. For more information, see Deploying Avaya Oceana Solution. Ensure to configure the Avaya Workspaces correctly to process SMS contacts. For more information, see Deploying Avaya Oceana Solution. Creating a Manager Server for Unified Collaboration Administration About this task Unified Collaboration Administration (UCA) is an Avaya Breeze service that stores the static administration data for Avaya Oceana Solution. Avaya Control Manager uses the UCA ReST API to add agent, attribute, provider, and resource information to the Avaya Breeze components in October 2018 Deploying Partner Cloud Powered by Avaya xcaas 310

311 Hosted provider solution component configuration Avaya Oceana Solution. Therefore, you must configure the UCA URL connection information for Avaya Control Manager. 1. Log on to Control Manager. 2. Navigate to Configuration > Avaya Oceana > Server Details. 3. On the Oceana Server List page, click Add. 4. In the Alias field, enter an alias name for the server. 5. In the API URL field, enter the URL of the UCA ReST interface. For example, UCAStoreService/uca. 6. The Username and Password fields are not used at this time but you must add some random data into the fields. 7. In the Version field, select the appropriate option based on the version of Avaya Oceana Solution that you are managing through Avaya Control Manager. For Avaya Oceana Solution, select Click Save. Configuring access to the Omnichannel Administration Utility About this task Use this procedure to configure Avaya Control Manager to launch the Omnichannel Administration Utility from the Launch OC Database Administration Client tile on the Avaya Control Manager web interface. Important: This procedure is mandatory because it the only supported method to launch the Omnichannel Administration Utility. Before you begin Ensure that you install and commission Avaya Control Manager. 1. Log on to Avaya Control Manager. 2. On the Avaya Control Manager webpage, click Configuration > Avaya Oceana > Server Details. 3. Double-click the UCAServer instance. 4. Select the System Properties tab. 5. Expand Omni Channel. 6. In the Omni Channel Database Server field, enter the FQDN or IP Address of the Omnichannel Windows 2012 server. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 311

312 Hosted provider solution component configuration 7. In the Omni Channel Database Server Port Number field, enter the port number for the Omnichannel Windows 2012 server. The default port number is If your Omnichannel Windows 2012 server is configured for using HTTPS, select the Https check box. 9. Click Save. Launching the Omnichannel Administration Utility About this task Use this procedure to launch the Omnichannel Administration Utility through Avaya Control Manager web interface. 1. On the Avaya Control Manager webpage, click Configuration > Avaya Oceana. 2. Click Omnichannel Administration. 3. Click Launch OC Database Administration Client. The system launches the Omnichannel Administration Utility. Configuring an Ingress Implicit User for Web Voice About this task Use this procedure to create a new Ingress Implicit User for Web Voice through Avaya Control Manager. Before you begin Ensure that Avaya Oceana Cluster 1 is in running and accepting state. 1. On the Avaya Control Manager webpage, click Configuration > Avaya Oceana > Route Points. 2. On the Route Points List page, click Add. 3. To add the Ingress Implicit User, perform the following steps: a. In the Type field, select Implicit User. b. In the Sub Type field, select Ingress. c. In the Name field, enter a name for the Implicit User. d. In the Address field, enter a number based on the pattern that you specified while configuring the Avaya Breeze Implicit User Profile in System Manager. For example, if you specified the pattern as 999x, then enter a number such as 9990, 9992, or e. Click Save. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 312

313 Hosted provider solution component configuration Configuring an Route Point About this task Use this procedure to create a new Route Point for contacts through Avaya Control Manager. Before you begin Ensure that Avaya Oceana Cluster 1 is in running and accepting state. 1. On the Avaya Control Manager webpage, click Configuration > Avaya Oceana > Route Points. 2. On the Route Points List page, click Add. 3. To add the Route Point, perform the following steps: a. In the Name field, enter a Route Point name. b. Click Save. Adding connectors to Provisioning Server Before you begin Ensure that Avaya Oceana Cluster 1 is in running and accepting state. 1. On the Avaya Control Manager webpage, click Configuration > Services > Provisioning. 2. On the Provisioning Services List page, perform the following steps: a. Select the Provisioning Server. b. Click Edit. 3. On the Provisioning Services Edit page, perform the following steps: a. Select the Location tab. b. Move the required location from the Available locations list to the Selected locations list. c. Select the Connectors tab. d. Enable or disable a connector by selecting Yes or No from the drop-down list. e. Click Save. Assigning location to UCA Proxy Server About this task Use this procedure only if Avaya Control Manager services are segregated based on Avaya Control Manager locations. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 313

314 Hosted provider solution component configuration Before you begin Ensure that Avaya Oceana Cluster 1 is in running and accepting state. 1. Log on to Control Manager. 2. Navigate to Configuration > Services > UCA Proxy. 3. On the UCA Proxy Server List page, perform the following steps: a. Select the UCA Proxy Server to which you want to assign a location. b. Click Edit, or double-click the location. 4. On the UCA Proxy Server Edit page, perform the following steps: a. Select the Location tab. b. Move the required location from the Available locations list to the Selected locations list. Ensure that you move the location that contains the UCA server to the relevant Avaya Control Manager services. c. Click Save. Assigning location to Application Server About this task Use this procedure only if Avaya Control Manager services are segregated based on Avaya Control Manager locations. Before you begin Ensure that Avaya Oceana Cluster 1 is in running and accepting state. 1. On the Avaya Control Manager webpage, click Configuration > Services > Application Server. 2. On the Application Server List page, perform the following steps: a. Select the Application Server to which you want to assign a location. b. Click Edit. 3. On the Application Server Edit page, perform the following steps: a. Select the Location tab. b. Move the required location from the Available locations list to the Selected locations list. Ensure that you move the location that contains the UCA server to the relevant Avaya Control Manager services. c. Click Save. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 314

315 Hosted provider solution component configuration Assigning location to Synchronizer Service Server About this task Use this procedure only if Avaya Control Manager services are segregated based on Avaya Control Manager locations. Before you begin Ensure that Avaya Oceana Cluster 1 is in running and accepting state. 1. On the Avaya Control Manager webpage, click Configuration > Services > Synchronizer. 2. On the Synchronize Services List page, perform the following steps: a. Select the Synchronizer Service Server to which you want to assign a location. b. Click Edit. 3. On the Synchronize Service Edit page, perform the following steps: a. Select the Location tab. b. Move the required location from the Available locations list to the Selected locations list. Ensure that you move the location that contains the UCA server to the relevant Avaya Control Manager services. c. Click Save. Configuring Properties in Avaya Control Manager Before you begin Ensure that Avaya Oceana Cluster 1 is in running and accepting state. 1. On the Avaya Control Manager webpage, click Avaya Oceana > Work Assignment. 2. On the Properties tab, double-click the property that you want to configure. For example, Multiplicity. 3. On the Property tab, make the required changes in the fields and click Save. For example, to configure Multiplicity, you can change the value in the Default Value field. Configuring Vector Directory Numbers (VDNs) About this task Important: Skip this procedure if you have configured the Communication Manager VDNs using the Communication Manager System Access Terminal (SAT) interface. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 315

316 Hosted provider solution component configuration Use this procedure to configure VDNs for Avaya Oceana Solution. A VDN is an extension that directs an incoming call to a specific vector. This number is a virtual extension number which is not assigned to an equipment location. VDNs must follow your dial plan. Create a VDN for each of the following: Ingress Vector to Adjunct Route Routing Vector RONA Vector Transfer to Service Vector 1. On the Avaya Control Manager webpage, click Communication Manager Objects > VDN. 2. On the VDN page, click Add. 3. In the Location field, select the location. 4. In the VDN Number field, enter the VDN. 5. In the VDN Name (English) field, enter the VDN name that is added to the Communication Manager. The name must be in English. The name must have up to 22 letters The name must not have any special character other than underscore (_). 6. In the Description field, enter a description for the VDN. 7. In the VDN TEMPLATE field, select a template. The VDN default settings are populated based on the selected template. 8. Click Save. 9. Repeat step 2 through 10 to add more VDNs. Adding Provider, Skills, VDN, and Extensions to UCAServer Before you begin Ensure that Avaya Oceana Cluster 1 is in running and accepting state. 1. Log on to Control Manager. 2. Navigate to Configuration > Avaya Oceana > Server Details. 3. On the Avaya Oceana Server List page, double-click the UCAServer server, or click Edit. 4. Select the Providers tab. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 316

317 Hosted provider solution component configuration 5. To add the Voice Communication Manager, perform the following steps: a. Click Add. b. In the Type field, select CM. c. In the Name field, enter the same name as the providerid value that you entered when creating the CSC attributes in the Communication Manager list. d. In the Address field, enter the address in the following format: <Oceana Routing name>.com For example, <Oceana Routing VDN> is the VDN that you configured in Communication Manager. Important: This VDN extension number must match the Routing VDN that you configure in Step 12 and Step 13. e. (Optional) In the Voice mail Access field, enter the number to access the voice mail system through Avaya Workspaces. f. (Optional) In the External Access Code field, enter the number to make an external voice call. Avaya Workspaces prefixes this number when an agent makes an external call. g. Select or clear the Video Enabled check box to enable or disable the provider to support Video in addition to Voice. When you select this check box, you can assign both Voice and Video channels to the agents who have accounts for this provider. h. Click Save. Important: 6. Select the Skill tab. To make the new provider available to Avaya Workspaces agents, you must restart the clusters. 7. Move the single required Hunt Group from the Available Skill list to the Selected Skill list. 8. Click Save. 9. Select the VDN tab. 10. In the Avaya Oceana VDN Type field, select Ingress. 11. Move the single required Ingress VDN from the CM VDNs list to the Selected list. 12. In the Avaya Oceana VDN Type field, select Routing. 13. Move the single required Routing VDN from the CM VDNs list to the Selected list. 14. In the Avaya Oceana VDN Type field, select Treatment. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 317

318 Hosted provider solution component configuration 15. Move the single required Treatment VDN from the CM VDNs list to the Selected list. 16. In the Avaya Oceana VDN Type field, select RONA. 17. Move the single required RONA VDN from the CM VDNs list to the Selected list. 18. In the Avaya Oceana VDN Type field, select Transfer. 19. Move the single required Transfer to Service VDN from the CM VDNs list to the Selected list. 20. In the Avaya Oceana VDN Type field, select Coverage. 21. Move the single required Coverage VDN from the CM VDNs list to the Selected list. 22. In the Avaya Oceana VDN Type field, select Fallback. 23. Move the single required Fallback VDN from the CM VDNs list to the Selected list. 24. Click Save. 25. Select the Extensions tab. 26. Move the required extensions from the Available Extensions list to the Selected Extensions list. 27. Click Save. Creating a user to handle Voice contacts Before you begin Ensure that Avaya Oceana Cluster 1 is in running and accepting state. 1. On the Avaya Control Manager webpage, click Users. 2. Select the Users tab. 3. Click Add. 4. Enter appropriate value in each of the following fields: a. In the First Name (English) field, enter the first name of the user in English. b. In the Surname (English) field, enter the surname of the user in English. c. In the Available applications section, select the Avaya Oceana check box. d. In the LDAP Username field, enter the LDAP user name of the user. The LDAP user name must be in the username@domain.com format. This user name is used to log on to Avaya Workspaces. e. In the Username field, enter a user name. In this release, the user name is the internal handle. f. In the Password field, enter a password. This password is used to log on to Avaya Workspaces. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 318

319 Hosted provider solution component configuration g. In the Confirm Password field, re-enter the password. h. In the Extension field, enter the station associated with this agent. This is used when logging on to Avaya Workspaces. Note: You must enter a value in this field only if the agent has to handle Voice contacts. i. In the AVAYA Login field, enter the Elite agent login ID. When creating an agent, if the Profile field is set to Agent and the AVAYA Login field is populated, then this agent is added to Elite. However, if the AVAYA Login field is not populated, then this agent is not added to Elite. Therefore, the agent cannot handle Avaya Oceana Voice contacts. This type of agent can handle only Multimedia contacts. j. Click Save. 5. Scroll to the right and select the Avaya Oceana tab. 6. Select the Voice check box. 7. (Optional) Select the Prompt agent for extension number at login check box to enable Hot Desking. If you enable Hot Desking, agents can change their extension number. 8. Click Save. Adding Disposition Codes for Outbound contacts About this task Use this procedure to add Disposition Codes for Outbound contacts through Avaya Control Manager. Before you begin Ensure that Avaya Oceana Cluster 1 is in running and accepting state. 1. On the Avaya Control Manager webpage, click Configuration > Avaya Oceana > Work Codes. 2. Select the Disposition Codes tab. 3. Click Add. 4. Perform the following steps: a. In the Name and Number fields, enter the name and number of the Completion Code configured on the POM server. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 319

320 Hosted provider solution component configuration Important: The complete list of Avaya Oceana Solution Outbound Disposition Codes must match the complete list of POM Completion Codes. It implies that both numeric codes and text must match. A POM Completion Code is automatically generated. Therefore, Completion Codes must be added to the POM server before adding them to Avaya Oceana Solution through Avaya Control Manager. When creating a POM campaign, the campaign must contain the complete list of all POM Completion Codes. b. In the Contact Type field, select the Outbound check box. c. Click Save. Configuring Avaya Analytics Use the following checklist to identify the tasks you must perform to configure Avaya Analytics for the xcaas solution. No. Task Notes 1 Add the AdminDataCollector to the Avaya Oceana Cluster 1 and configure Reliable Eventing group while creating Avaya Oceana Cluster 1. For more information, see Deploying Avaya Oceana Solution. Configuring Avaya Workforce Optimization Select Use the following checklist to identify the tasks you must perform to configure Avaya Workforce Optimization Select for thepartner Cloud Powered by Avaya xcaas solution. No. Task Notes 1 Insert security keys for call encryption, and configure browser settings for SSL. Insert security keys in the database for encryption and decryption. The keys are used by the Media Manager component to encrypt interactions or decrypt an encrypted interaction. For more information, see Deploying Avaya Workforce Optimization Select. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 320

321 Hosted provider solution component configuration No. Task Notes 4 Configure the proxy IP address for multi-server deployments. Configure proxy IP address for multi server deployments to record on demand calls. For more information, see Deploying Avaya Workforce Optimization Select. 5 Configure SysAdmin. SysAdmin is a part of the web installation of the Avaya Workforce Optimization Select application and has a user interface. After installing the Avaya Workforce Optimization Select application, perform tenant management and system administration tasks using the SysAdmin interface. For more information, see Deploying Avaya Workforce Optimization Select. 6 Install Screen Capture, and Desktop Monitor application. For more information, see Deploying Avaya Workforce Optimization Select. Configuring Avaya Aura Device Services Use the following checklist to identify the tasks you must perform to configure Avaya Aura Device Services for the xcaas solution. No. Task Notes for Single server Notes for Cluster 1 Configure Front-end host, System Manager and certificate configuration Certificates can be: managed by System Manager local certificates intermediate CA certificates Perform the task that corresponds to the certificate type that you use. If not configured during the initial installation phase. If not configured during the initial installation phase. Repeat for every node in the cluster. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 321

322 Hosted provider solution component configuration No. Task Notes for Single server Notes for Cluster 2 LDAP configuration Y Y once, on the seed node 3 Clustering Configuration N Y 4 Configure LDAP synchronization with System Manager Install the AFS authentication file 5 Remote access configuration 6 Enhanced Access Security Gateway configuration Y Y Y Perform tasks as indicated in the Cluster installation section. Y Repeat for every node in the cluster. Y Y Configuring Avaya Aura Web Gateway Use the following checklist to identify the tasks you must perform to configure Avaya Aura Web Gateway for the xcaas solution. No. Task Notes Component settings and synchronization 1 Adding Avaya Aura Web Gateway to System Manager 2 Configuring System Manager settings 3 Configuring Avaya Aura Media Server in System Manager 4 Setting up Serviceability Agents for alarms 5 Configuring the Avaya Aura Web Gateway 6 Configuring Avaya Equinox Conferencing settings For more information, see Deploying Avaya Equinox. Solution. For more information, see Deploying Avaya Equinox. Solution. For more information, see Deploying Avaya Equinox. Solution. For more information, see Deploying Avaya Equinox. Solution. For more information, see Deploying Avaya Equinox. Solution. For more information, see Deploying Avaya Equinox. Solution. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 322

323 Hosted provider solution component configuration No. Task Notes 11 Configuring Certificate Validation and AAMS Security Configuration settings For more information, see Deploying Avaya Equinox. Solution. Configuring Avaya Equinox To configure Avaya Equinox for the xcaas solution, see Deploying Avaya Equinox. Configuring Avaya Equinox Attendant Snap-in Use the following checklist to identify the tasks you must perform to configure Avaya Equinox Attendant Snap-in for the xcaas solution. No. Task Description Notes 1 Installing the license file For detailed instructions to 2 Loading Avaya Equinox complete each task on Attendant Snap-in configuring Avaya Equinox Attendant Snap-in, see 3 Installing Avaya Equinox Deploying and Attendant Snap-in Administering Avaya 4 Configuring the Avaya Equinox Attendant. Equinox Attendant Snap-in attributes 5 Installing Equinox Attendant Client For detailed instructions to complete installing Avaya Equinox Attendant Client, see Deploying and Administering Avaya Equinox Attendant. None. None. None. None. None. Configuring Avaya Esna Officelinx Use the following checklist to identify the tasks that you must perform to configure Avaya Esna Officelinx for Partner Cloud Powered by Avaya xcaas: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 323

324 Hosted provider solution component configuration No. Task Notes 1 Create the Officelinx profile See Creating the Officelinx profile in Avaya Aura System Manager on page Assign the Officelinx profile to a SIP user 3 Configure Session Manager routing for Officelinx See Assigning the Officelinx profile to a SIP user on page 325. See Configuring Session Manager routing for Officelinx on page Create a Hunt Group for Officelinx See Creating a Hunt Group for Officelinx on page Add Coverage Path through Avaya Control Manager See Adding Coverage Path through Avaya Control Manager on page Configure Officelinx See Configuring Officelinx on page Verify the configuration of Officelinx See Verifying the Officelinx configuration on page 329. Creating the Officelinx profile in Avaya Aura System Manager 1. Log in to Avaya Aura System Manager. 2. Navigate to Services > Inventory > Manage Elements. 3. Click New. 4. On the General tab, do the following: a. In the Type field, select OfficeLinx. b. In the Name field, type the name of a new Officelinx profile. c. In the Description field, type a description. d. In the Node field, enter the Officelinx FQDN for a single server deployment or the FQDN of the consolidated server for a High Availability (HA) deployment. 5. On the Attributes tab, do the following: a. In the Login field, enter the user name of the Officelinx or consolidated server. b. In the Password field, enter the password of the Officelinx or consolidated server. c. In the Confirm Password field, re-enter the password. d. In the Web Service Port field, keep the default port number as Click Commit. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 324

325 Hosted provider solution component configuration Assigning the Officelinx profile to a SIP user 1. Log in to Avaya Control Manager and do the following: a. Create a SIP user. b. Specify the appropriate Coverage Path configured to route voic s to Officelinx. 2. Log in to System Manager and do the following: a. Navigate to Users > User Management > Manage Users. b. Select the check box of the SIP user that you created through Avaya Control Manager and click Edit. c. On the Communication Profile tab, scroll down to Officelinx Profile. d. Select the Officelinx Profile check box. e. Click the Refresh button next to the Officelinx System field to retrieve the latest configuration from Officelinx. f. In the Officelinx System field, select the Officelinx system that you added to the System Manager inventory. g. In the Mailbox number and Password fields, enter appropriate values. h. In the Company, Department, Feature Group, and Capability fields, select appropriate options. This information is retrieved from the Officelinx server. System Manager populates the Domain Account Name and Synchronization User Name fields? by default based on the information provided on the Identity tab. 3. Click Commit. The mailbox details are now saved on Officelinx. SIP users can dial their voic s to setup their mailbox after the configuration is complete. For more information about installation and failover, TLS, and general administration, go to Configuring Session Manager routing for Officelinx Creating a SIP entity for Officelinx About this task A SIP entity represents a SIP network element. 1. Log in to Avaya Aura System Manager. 2. Navigate to Elements > Routing > SIP Entities. 3. On the SIP Entities page, click New. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 325

326 Hosted provider solution component configuration 4. In the Name field, enter a name for the SIP entity. 5. In the FQDN or IP Address field, enter the FQDN or IP address of the SIP entity. 6. In the Type field, select Other. 7. In the Location field, select the appropriate location for Voice Server. 8. Click Commit. Creating entity links between Session Manager and Officelinx Voice Servers 1. Log in to Avaya Aura System Manager. 2. Navigate to Elements > Routing > Entity Links. 3. On the Entity Links page, click New. 4. Create entity links between the SIP entities of Session Manager and Officelinx Voice Servers. 5. Click Commit. Creating dial patterns for Officelinx voice servers 1. Log in to Avaya Aura System Manager. 2. Navigate to Elements > Routing > Dial Patterns. 3. On the Dial Patterns page, do the following : a. In the Pattern field, type the number to dial Officelinx. b. In the Min field, enter the minimum number of digits to match the dial pattern. c. In the Max field, enter the maximum number of digits to match the dial pattern. d. In the SIP Domain field, select the correct SIP domain for your environment. e. In the Originating Locations and Routing Policies section, click Add. f. Select a Location. g. Select the appropriate Routing Policy. h. Click Select. 4. Repeat Step 3 to create a dial pattern for the other Officelinx voice server. Important: For the slave Officelinx Voice Server, you must type the number to dial Officelinx in the Pattern field. 5. Click Commit. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 326

327 Hosted provider solution component configuration Creating a routing policy for Officelinx voice servers About this task A routing policy defines how Session Manager routes calls between SIP network elements. Session Manager uses the data configured in the routing policy to find the best match for the number or address of the called party. 1. On the System Manager web console, click Elements > Routing > Routing Policies. 2. On the Routing Policies page, click New. 3. In the Name field, enter a name for the routing policy. 4. In the Retries field, enter the number of retries. 5. In the SIP Entity as Destination section, click Select. 6. Select the Officelinx voice server SIP entity as the destination for the routing policy and click Select. 7. Click Commit. Creating a Hunt Group for Officelinx 1. On the Avaya Control Manager webpage, click Communication Manager Objects > Hunt Group. 2. On the Hunt Group page, click Add. 3. On the Basic Details tab, do the following: a. In the Location field, enter the location to which the hunt group is assigned. b. In the Group Number field, enter the hunt group number. c. In the Group Name field, enter the hunt group name. d. In the Extension field, enter the extension number defined in the provisioned dial plan. 4. On the Message Center tab, do the following: a. In the Message Center field, select sip-adjunct. b. In the Voice Mail Number field, enter the extension number of Officelinx. c. In the Voice Mail Handle field, enter the extension number of Officelinx. 5. Click Save. Adding Coverage Path through Avaya Control Manager 1. On the Avaya Control Manager webpage, click Communication Manager Objects > Coverage Path. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 327

328 Hosted provider solution component configuration 2. On the Coverage Path List page, click Add. 3. On the Coverage Path tab, complete the necessary fields. a. In the Location field, select the required location. b. In the Coverage Path Number field, enter the hunt group number that you configured while creating the Hunt Group for Officelinx. 4. On the Coverage Criteria and Coverage Points tabs, specify appropriate values in the fields. 5. Click Save. Configuring Officelinx About this task Use this procedure to configure Officelinx so that it can communicate with Avaya Aura Session Manager. 1. On your Windows server, navigate to Start > All Programs > Officelinx > SIP Configurator. 2. On the General tab, do the following: a. In the IP Address field, enter the IP address of Avaya Aura Session Manager. b. In the Realm field, enter the SIP domain. c. In the TCP Port field, type On the Advanced tab, select the following check boxes: Enable Internal Bridging Use TCP 4. On the Channels tab, enter the extension numbers that you created on Avaya Aura Session Manager to dial Officelinx. 5. On the MWI tab, select the Force MWI check box. 6. On the ANI tab, do the following: a. In the Voice Port Alias field, enter the Hunt Group number. b. In the Integration Mode field, type Click OK. 8. In the navigation pane, click General Settings. 9. In the Buffer Size field, type Click OK. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 328

329 Hosted provider solution component configuration Verifying the Officelinx configuration About this task Use this procedure to verify the changes that you made through the SIP Configuration tool. 1. On your Windows server, click Start > Run. 2. In the Run dialog box, type Services.msc. 3. Click OK. 4. In the Services window, right-click UC Voice Service and click Restart. 5. Verify that the status of UC SIP Service and UC Voice Service is Running. Configuring Avaya Device Adapter Snap-in Use the following checklist to identify the tasks you must perform to configure Avaya Device Adapter Snap-in. No. Task Notes 1 Loading the snap-in For detailed instructions to complete each task on 2 Installing the snap-in configuring Avaya Device Adapter Snap-in, see Avaya Device Adapter Snap-in Reference. 3 Avaya Breeze server administration 4 Avaya Breeze cluster administration 5 Configuring automatic provisioning 6 Manually adding users and endpoints 7 Security configuration 8 Distributing the root certificate October 2018 Deploying Partner Cloud Powered by Avaya xcaas 329

330 Chapter 10: Network configuration The following checklist describes the initial tasks that you must perform to configure the connections between the hosted provider network and the enterprise network. After you perform the following tasks, you might need to perform additional tasks to complete the configuration. No Task Notes 1 Finish configuring your hosted provider network and installing all necessary components and equipment at your hosted provider site. 2 Provide end users with the appropriate IP addresses. 3 Provide MPLS VPN service to the customer None. You must obtain the appropriate service IP addresses before connecting your network to the enterprise network. Each enterprise MPLS VPN maps to a unique VLAN ID connected to Avaya Session Border Controller for Enterprise and the firewall. In the Partner Cloud Powered by Avaya xcaas solution, the core data center can be geographically separate from the Point of Presence (PoP). However, as the core data center and the PoP uses the same service provider s network there is no Network Address Translation (NAT) activity between the core data center and the PoP. However, the network between the service provider and the end customer may be segmented. For example, in a Multi-tenant deployment there is a Network Address Translation (NAT) between the end customer s network and the PoP as the network cross the dedicated MPLS network. All protocols or interfaces that cross this NAT must traverse through either the SBC or the firewall, which you deploy in the service provider s network. The customers can also use SBC or the firewall to protect the customer s network. Configuring network connection Before you begin Set up the data center and PoP layers in your hosted provider network. Install all necessary components and equipment in your hosted provider network. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 330

331 Configuring network connection Finish configuring all necessary components and equipment at your hosted provider site. Work with the hosted provider IT department to obtain an IP address for each end user. About this task This procedure describes how to connect the hosted provider network with the enterprise network. The following procedure is a guideline on the initial tasks you must perform to configure the connection between the hosted provider network and the enterprise network. You will need to perform additional tasks to complete the network connection configuration. These tasks will vary depending on the network set-up at your hosted provider site and at the enterprise. 1. Provide MPLS VPN service to the enterprise. 2. Make sure the enterprise has enough MPLS VPNs available. Each enterprise MPLS VPN has a unique set of IP addresses. 3. Map each enterprise MPLS VPN to a different enterprise VLAN on Avaya Session Border Controller for Enterprise and / or firewall. 4. Provide the enterprise with any other necessary information to connect to the hosted provider network. For more information about network configuration, see Partner Cloud Powered by Avaya xcaas Reference Configuration. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 331

332 Chapter 11: Enterprise site solution component configuration The checklist outlines the procedures you must perform to set up the enterprise to use the Partner Cloud Powered by Avaya xcaas solution. No. Task Notes 1 Deploy required components and equipment in the enterprise network. 2 Set up endpoints at end user work stations. None. None. Configuring the enterprise network Before you begin Deploy and configure all required components in your hosted provider network. Make sure the enterprise network connects to your hosted provider network through the Point of Presence (PoP) layer. About this task Work with the enterprise to set up all necessary components and equipment in their network. 1. Deploy a firewall in the enterprise network to protect the enterprise from unwanted traffic from the hosted provider or internet. 2. Optionally, deploy an Avaya Aura Utility Server in the enterprise network. Otherwise, the enterprise should use the Utility Server in the hosted provider network. 3. Optionally, deploy Avaya Session Border Controller for Enterprise on the enterprise network. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 332

333 Setting up end user work stations Setting up end user work stations Before you begin Deploy and configure all required components in your hosted provider network. Configure the enterprise network. Test end user functionality. About this task Make sure end users deploy all required endpoints and analog devices at their work stations 1. Deploy a hard or soft phone client at each end user work station. If desired, end users can deploy both a hard and soft phone client. 2. Optionally, deploy all necessary analog devices, such as fax machines, at end user work stations. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 333

334 Chapter 12: Contact Center as a Service specific configuration details Partner Cloud Powered by Avaya xcaas specific configuration The following section contains procedures specific to system configuration for the Partner Cloud Powered by Avaya xcaas solution in the hosted service provider network. Increasing the number of IP Network Maps Before you begin Get a license for the SA9115 application for Avaya Aura Communication Manager. Using this license, you can increase the entries of IP Network Maps that Communication Manager supports to 4000 entries. By default, IP Network Map has 500 entries. About this task For each enterprise, create two entries for each Access SBC private IP address on the IP ADDRESS MAPPING screen. Every remote endpoint uses the Access SBC to connect to the data center. Service providers must create two entries for each firewall that Avaya one-x Agent H.323 traverses. On page 10 of the SPECIAL APPLICATIONS screen, set the value of the (SA9115) - Increase ipnetwork-map Table field to y. Expanding entries in public unknown table About this task Use the SA8911 special application feature to administer a maximum of 20,000 entries in public unknown numbering table on the S87XX/S85XX servers and a maximum of 9999 entries on the S84XX/ S83XX servers. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 334

335 Partner Cloud Powered by Avaya xcaas specific configuration On page 7 of the SPECIAL APPLICATIONS screen, set the value of the (SA8911) - Expanded Public Unknown Table to y. Configuring IP Network Region and IP Network Map for remote Avaya one-x Agent H.323 users About this task A firewall between the H.323 endpoints and Communication Manager prevents Communication Manager from establishing a TCP socket. Therefore, to allow H.323 endpoints to automatically set up the TCP socket after registration, define a separate network region for remote 1X Agent H.323 users. 1. On page 3 of the IP NETWORK REGION screen, set the value of the Near End Establishes TCP Signaling Socket field to n. 2. On page 1 of the IP ADDRESS MAPPING screen, map all H.323 traffic to the Network Region configured in Step 1. This traffic originates from the inside interface of the firewall for the remote Avaya one-x Agent H.323 users. Disabling message addressing on Avaya Aura Messaging About this task Use this procedure for xcaas Multi-tenant deployment only and not for Dedicated Instance deployment. 1. Log in to the application server as sroot. 2. Run the cmm command. 3. Log in to the cfg tool to make the changes. 4. At the command prompt, enter set disablemessageaddressing=y. 5. At the command prompt, enter quit. Example [root@abc-cm ~]# cmm MSG@abc-cm: cfg Trying Connected to localhost Escape character is '^]' set disablemessageaddressing=y MSG@abc-cm:quit October 2018 Deploying Partner Cloud Powered by Avaya xcaas 335

336 Contact Center as a Service specific configuration details Adding custom System Manager template About this task You can add custom endpoint templates created in System Manager to the Control Manager database. These templates can then be used when adding endpoints in Control Manager. The following extensions currently do not exist in the Avaya Control Manager SIP templates - CM Endpoint Profile. To add the extensions to the SIP template, the tenant administrator must create a System Manager Custom template on Avaya Control Manager for each endpoint, see Adding custom System Manager template on page 336. After the System Manager Custom Endpoint template is created on Avaya Control Manager, the extensions are listed in the Avaya Control Manager SIP templates - CM Endpoint Profile. The tenant administrator must then create a CM Endpoint Template on System Manager. System Manager Custom template name on Avaya Control Manager must be identical to the name of the Endpoint template created on System Manager. Avaya J169 IP Phone and Avaya J179 IP Phone Avaya H175 Video Collaboration Station Avaya Vantage Before you begin You must first create the custom endpoint template in System Manager before you add it to Control Manager. When you add the template to Control Manager, make sure that the name and other values you enter match the template you created in System Manager precisely, otherwise the template does not work. It is important to note that Control Manager and System Manager do not communicate with each other. This means that if you modify or delete a template in System Manager, you must manually update Control Manager to reflect these changes, otherwise the template stops working. 1. Log in to Avaya Control Manager. 2. Navigate to the templates using one of the following paths: Configuration > Team Engagement > System Manager > System Manager Custom Templates Resource Manager > Templates > System Manager Custom Templates 3. Click Add. 4. In the Name field, type the name of the template. 5. In the Type field, do one of the following: Select CMEndPoint to add an endpoint template. Select Message to add a messaging template. 6. In the Location Name field, select the location for the template. 7. In the Extension Template Name field, select the extension template name. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 336

337 Partner Cloud Powered by Avaya xcaas specific configuration 8. In the CM Version field, select the version. 9. Click Save. Synchronizing information from System Manager with Avaya Control Manager Required Avaya Control Manager configuration You must complete the following configurations to synchronize information from System Manager to Avaya Control Manager: Configuring System Manager Connector Configuring a Default Sync Team Note: Using CFG > SMGR you can define the synchronization period between Avaya Control Manager and System Manager. Use the Sync Period field to set the number of seconds between every sync cycle. The recommended value must not be lower than seconds. Configuring SMGR Connector To configure the System Manager connector, see, Configuring Avaya Control Manager for Service Providers. Configuring Default Sync Team 1. Log in to Avaya Control Manager webpage. 2. Click Users. 3. From the Organization list, expand Site, and select the Department to create a new team. 4. From the drop-down list, select Add Org Chart Item. 5. Enter information in the displayed fields and select the Default Sync Team check box. You can also edit an existing team and select the Default Sync Team check box. 6. Click Save. Note: Each Avaya Control Manager location can have only one default sync team. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 337

338 Contact Center as a Service specific configuration details Running the manual synchronizer application About this task This procedure explains how to run the synchronizer application to manually synch ACM with System Manager for an existing Avaya Aura deployment. 1. Log in to the Avaya Control Manager server using Remote Desktop Connection. 2. Navigate to the Services\ACCCM Synchronizer folder on the Avaya Control Manager server. 3. Run the NAV360_Synchronizer.exe program. The system displays the Avaya Synchronizer window. 4. From the Type Sync list, select SMGR. 5. In Location to synchronize, select the location and click Start. Next steps Users get synchronized with a single User Profile for a particular ACM Location. If Users are supposed to be assigned to different profiles, Avaya Services will have to manually map them by logging into the Avaya Control Manager Configuration Database. Running the synchronizer service About this task With the Sync Service mode, you can activate the automatic synchronization based on a predefined interval, for example, every 30 minutes. You can configure the Sync Service mode based on locations. Before you begin Ensure that the Sync service is installed for Control Manager. Ensure that at least one schedule exists in the scheduling list in the Control Manager portal in Configuration > Schedules Management > Schedules List. 1. Navigate to Configuration > Locations. 2. Select a location and click Edit, then click on the Systems tab. 3. Select a CM and click Edit. 4. Select the sync schedule you want to run on the CM. Important: By default, there is no sync schedule selected. Unless you select one, the sync will not run. 5. Select Save. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 338

339 Partner Cloud Powered by Avaya xcaas specific configuration 6. Search for provisioning in the search bar. a. Select Provisioning Service Edit. b. Select the Connectors tab. c. Verify that the service you want to synchronize is enabled. d. Select Save. 7. On the Application server, click Start > Control Panel. 8. Click Administrative Tools > Services. 9. On the Services window, right click ACCCM Synchronizer, and click Re-start. Considerations for self-service application deployed per tenant on Experience Portal A self-service application must be tenant specific and service provider can deploy on Experience Portal per tenant-basis. To deploy the self-service application, you must follow the following considerations: 1. The service provider must allocate a dial plan to every tenant to include: a. A set of DNISs that could map to VDNs and to a set of self-service applications on Experience Portal. If the tenant does not use Experience Portal self-service applications, then the DNIS will only map to VDNs in Communication Manager. b. A set of Skills that will be accessed through VDNs. If no AEP self-service applications, these VDNs would be accessed directly from the PSTN. Otherwise, these VDNs would be accessed through the SS apps or directly from the PSTN. Note that VDNs have vectors associated with them; hence, a set of vectors will also be allocated. c. Agents that will be assigned the above set of Skills. 2. The service provider will deploy self-service applications for the tenant. Each application will be accessed through a specific DNIS. 3. The self-service application logic will segment the call based on interactions with the caller. The application logic should allow the caller to request to talk to a live agent, if needed. Based on the segmentation logic, the SS app will transfer the call to a specific VDN in CM, based on caller request. This VDN will be one of the allocated VDNs to the tenant, based on step Once the call is transferred to the VDN, the AEP application gets out of the call and CC Elite takes over the handling of it. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 339

340 Contact Center as a Service specific configuration details Saving the Communication Manager translations every two hours 1. On the System Manager web console, click Services > Inventory. 2. In the left navigation pane, click Synchronization > Communication System. 3. From the list select a Communication Manager system. 4. Select Execute 'save trans all' for selected devices. 5. To save the System Manager administration changes in Communication Manager, click Now. To save the translations at a specified time, click Schedule. Note: After running the Save translation job, the system may not update the last saved translation time in the Communication Manager list. This might be because the save translation operation is slow when Communication Manager has large data or translations to save. In such conditions, the system updates the last saved translation time only on the next incremental synchronization after the save translations operation is complete on Communication Manager. 6. On the Job Scheduler page, select the Tasks are repeated field. 7. Select Hourly from the drop-down list. 8. Type 2, in the Every field. 9. Select No End Date, in the Range field. 10. Click Schedule. Media and data flow Before adding enterprises and end users in the Partner Cloud Powered by Avaya xcaas solution, you must configure all media and data center components at your hosted provider site. Avaya Session Border Controller for Enterprise handles all the SIP endpoints and audio flow. Avaya Aura Communication Manager handles the audio flow for H.323 endpoints. The firewalls handle all the non audio flow like SMS, . October 2018 Deploying Partner Cloud Powered by Avaya xcaas 340

341 Ports Ports Untrusted Interface Ports The following is a high level overview of the components that need to traverse the Firewall to the Service Provider Data Center. This is not an inclusive list, refer the individual product port matrix guides for additional information. Port Protocol Description Ports open to Communication Manager in the data center for Avaya one-x Agent H TCP Used by Communication Manager to 1719 UDP communicate with Avaya one-x Agent H.323. Ports open to Avaya Control Manager in the data center for web access 80 and 443 http and https Used by administrators and supervisors on the customer site to gain access to Avaya Control Manager applications for administering and reporting. Ports open to Call Center Elite Multichannel Core server in data center Multicast group address Application Management Service Multicast group port - UDP Client connections (inbound) - TCP Configuration Server Client connections (inbound) - TCP Configuration Service Client connections (inbound) - TCP License Director Name Service connections - TCP XML Server The Server Monitor client uses multicasting to identify Active Enterprise, Active Telephony, and Call Center Elite applications that are running on the network. All applications join the multicast group at the IP address or port that the server monitor service broadcasts. Used by the configuration server to receive inbound client connections for configuration data. Use this TCP port for communication between Configuration Server and Configuration Client. Used by License Director to accept client and administrative connections for issuing, auditing, and releasing runtime licenses. This port is assigned to an XML naming service. Clients connect to this port to receive the list of IP address or port combinations that clients can use to connect to the XML naming Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 341

342 Contact Center as a Service specific configuration details Port Protocol Description Net Remoting connections - TCP Media Director service. The XML server grants permission to Application Enablement Servicesto allow Application Enablement Services to transfer the call control and call event information to Call Center Elite Multichannel application. Use by Media Director to accept.net remoting connection from clients and Data Stores. You can use a single port number to gain access to both these connections Net Remoting connections - TCP Media Proxy using Windows Service Use by the agent applications to connect to Media Proxy on the local computer using the specified port number. The Media Proxy service runs at the agent desktop and distributes remoting information from Media Director to the various agent applications Net Remoting connections - TCP Simple Messaging Media Store Net Remoting connections - TCP Media Store Net Remoting connections - TCP Voice Media Store Net Remoting connections - TCP Desktop Client Net Remoting connections - TCP TTrace server TCP Call Recording Use by Simple Messaging Media Store to accept connections from protocol interfaces. Clients can use the remoting interface to connect directly to Media Store for services. These connections use a single defined port for incoming connections. Use by Media Store to accept remoting connections. Use by Voice Media Store to accept remoting connections. Used by Call Center Elite Multichannel Desktop clients to monitor the SIP extension. Used by IDS TTrace Server to connect an application to the TTrace server by using a socket port. The Call recording Config Service exposes a remoting port for management purposes. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 342

343 Ports Port Protocol Description Ports open to Avaya Contact Recorder Server in the data center 8080 TCP Replay Recordings from Desktop Client Ports open to IDS Server in the data center Open port 8080 to allow the desktop Client access to the ACR webpage to Replay Recordings (found in Tools menu on desktop client) Client connections (inbound) - TCP Interaction Data Server - Multimedia Multicast group port - UDP Multicast group port - TCP Used by the IDS MultiMedia Aggregation Engine (IDS-MMAE) to accept inbound connections from various Media Stores, Protocol Gateways, and the Media Director Multicast group address Interaction Data Server - View Multicast group port - UCP Client connections (inbound) - TCP IDS View Remoting Object - TCP Client or server connections (inbound) - TCP Ports open to Call Center Elite Multichannel SQL Server in the data center The IDS Data Presentation Gateway functions as a single point connection for applications that require data extraction from IDS. You can create the initial connection through the client connection port. However, the data that multiple clients use is distributed through the multicast functionality. Interaction Data Server - Voice and Presence Used by Interaction Data Server - Voice and Presence to receive connections from various Call Center Elite Multichannel applications and Media Director TCP Used by Call Center Elite Multichannel TCP Desktop Clients in the enterprise network to connect to Call Center Elite Multichannel SQL 1433 UDP server in data center UDP 80 and 443 http and https Ports open to Utility Services in data center for 96x1 LDAP 80 and 443 http and https Used by the 96X1 IP telephones to access to Utility Services in the data center for LDAP. Trusted Interface Ports The following is a high level overview of the components that need to traverse the Firewall to the enterprise network. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 343

344 Contact Center as a Service specific configuration details Port Protocol Description Ports open to Exchange server in enterprise network 110 POP3 Used by the Call Center Elite Multichannel 143 IMAP server in the data center to gain access to the Exchange server in the enterprise network. 25 SMTP Ports open to SMS gateway in enterprise network 2775 TCP Used by the Call Center Elite Multichannel server in the data center to gain access to the SMS gateway by using the remote service port. Ports open to Web Chat server in enterprise Network 80 and 443 http and https Used by the Call Center Elite Multichannel crserver in the data center to gain access to the Web Chat gateway by using the remote service port. Ports open from Utility Services in the data center to Active Directory in the enterprise network to provide LDAP services 389 LDAP connectivity Used by Utility Services in the data center to connect to Active Directory Server in the enterprise network to provide LDAP services. Ports open from Management Console in data center to Utility Services in enterprise network 80 and 443 http and https Ports open towards Enterprise network to gain access and manage the Utility Services. This port is required if you deploy Utility Services in the enterprise network. Traffic and quality of service Use the following checklist to identify the tasks that you must perform to configure quality of service (QoS) settings at your hosted service provider site and at the customer enterprise. Task Notes Configure the connection between your hosted provider network and the enterprise network. Ensure your hosted service provider network and the enterprise network meet the None For more information about quality of service (QoS) voice settings, see Partner Cloud Powered by Avaya xcaas Solution Description. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 344

345 Traffic and quality of service Task Notes minimum requirements for voice and video such as: network delay network jitter network packet loss For good quality of VoIP and other real-time communications such as video, the media packets must not experience high delay, jitter or packet loss in the network. As real-time media traffic is transported in the converged IP network alongside the data traffic of other applications, you must achieve traffic prioritization in order to prevent data traffic congestion from adversely affecting voice and other real time traffic. Traffic prioritization is accomplished through packet marking. The architecture model assumes traffic prioritization capabilities exist and are enabled in the network routers where congestion may occur. The routers are assumed to be configured to queue packets marked as high-priority separately from the lower-priority packets, and to schedule prompt handling and forwarding of the high-priority packets even if traffic on the lower-priority queues suffers congestion. Traffic can sometimes be classified into the different queues by classification filters and application recognition on the routers, but the model recommended by Avaya is based on packet DSCP (Diff- Serv-Code-Point) marking by the application on the endpoints. Packet marking for traffic prioritization shall be supported by all Avaya's IP devices, such that the traffic receives the desired QoS treatment from the network. This includes DSCP and 802.1p priority. QoS-related parameters are administered consistently across the network, corresponding to the QoS configuration of the underlying IP network, for example, routers. The packet marking values supported by Avaya's IP devices for different types of traffic, such as, voice, video, SIP and H.323 signaling traffic must be configurable. Note: All Avaya components in the solution must utilize consistent DSCP default values. The following table lists the defaults specified by type that you must adopt: Traffic Type Audio (s)rtp/ RTCP Video (s)rtp/ RTCP SIP and H.323 Protocol Signaling DSCP Decimal Value 46 Expedited Forwarding (EF) 34 Class 4 Assured Forwarding (AF41) 24 Class Selector 3 (CS3) Meaning Drop Probability Equivalent IP Precedence Value N/A Critical (101) Low Flash Override (100) N/A Flash (011) If any existing product defaults are different than the above mentioned settings, do not change the defaults until a major release. These defaults only apply to clean installations. You must preserve the existing settings in use, even if not the defaults, during upgrades to prevent accidental mismatches between network infrastructure and the network element marking the packets. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 345

346 Contact Center as a Service specific configuration details It is assumed that other types of traffic do not inappropriately get into the high-priority traffic class. The network administrator should ensure that other enterprise applications do not mark their packets as high-priority inappropriately, and/or that policing and re-marking is done by network elements like IP routers, based on policy and application identification. Even though the high-priority traffic class receives higher priority and separate treatment from data traffic, in some network deployments the bandwidth of the high-priority traffic like. voice and/or video may reach a limit beyond which there might be quality degradation. Configuring quality of service for voice requirements Before you begin Set up the enterprise network and the hosted provider network. About this task The end user network and the hosted provider network must meet certain requirements to obtain good voice quality with the Partner Cloud Powered by Avaya xcaas solution. If these requirements are met, other factors may still prevent end user enterprises from obtaining the desired voice quality. Optimal voice quality is toll quality, but business communication quality is well suited for most enterprises. Business communication quality is not as high as toll quality, but is still much better than cell phone quality. For more information about quality of service (QoS) settings, see Partner Cloud Powered by Avaya xcaas Solution Description and Partner Cloud Powered by Avaya xcaas Reference Configuration. 1. Establish the connection between the enterprise network and the hosted provider network. 2. Make sure the enterprise network and the hosted provider network meet the following network delay requirements: To obtain toll quality, the delay cannot exceed 80 milliseconds (ms). To obtain business communication quality, the delay must be between 80 ms to 180 ms. Business communication quality is well suited for most enterprises Delays exceeding 180 ms provide a lower quality than business communication quality, but this may still be acceptable depending on end user enterprise requirements. 3. To achieve toll quality, make sure the average jitter is less than half the network packet payload. This value can vary depending on the type of service the jitter buffer has in relation to other buffers and to the packet size used. 4. Make sure the enterprise network and the hosted provider network meet the following network packet loss requirements: To obtain toll quality, the packet loss cannot exceed 1%. To obtain business communication quality, the packet loss cannot exceed 3%. A packet loss exceeding 3% provides a lower quality than business communication quality. This may result in signaling interferences. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 346

347 Traffic and quality of service Configuring quality of service for video requirements Before you begin Set up the enterprise network and the hosted provider network. About this task The end user network and the hosted provider network must meet certain requirements to obtain high definition (HD) video quality with the Partner Cloud Powered by Avaya xcaas solution. If these requirements are met, other factors may still prevent end user enterprises from obtaining HD video quality. 1. Establish the connection between the enterprise network and the hosted provider network. 2. Make sure the one-way network delay at the enterprise network and the hosted provider network does not exceed 150 ms. 3. Make sure the network packet loss at the enterprise network and the hosted provider network is less than 0.2 %. A packet loss of 0.2 % or higher negatively affects video quality. 4. Make sure network jitter at the enterprise network and the hosted provider network does not exceed 30 ms. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 347

348 Contact Center as a Service specific configuration details Implementing Quality of Service 1. Login to Communication Manager and set the IP Network region for each location/ customer as: 2. Login to System Manager and navigate to Device Group Setting. Ensure to apply the same value set as above to each location/customer: October 2018 Deploying Partner Cloud Powered by Avaya xcaas 348

349 Security 3. Ensure that the 46xx settings file has the below highlighted values for each location/ customer: Security The Partner Cloud Powered by Avaya xcaas solution uses certificates to manage security. Security certificates with SHA2 hash algorithm and 2048 bits (and higher) key lengths are supported. The recommended Certificate Authority is Avaya Aura System Manager, however third party Certificate Authorities are also supported. Avaya Aura System Manager Certificate Authority (CA) is configured for the following functions: 1. Sign Certificate Signing Requests (CSR) generated on Avaya Control Manager, Billing Servers, Avaya Aura Servers and Avaya Session Border Controllers. 2. Generate signed security certificates for use on soft clients. 3. Sign and respond to requests from endpoints using Simple Certificate Enrolment Protocol (SCEP). No Task Notes 1 Understand the Trust Management system in System Manager and configure the certificate authority. 2 Add trusted certificates on System Manager. 3 Add trusted certificates on Session Border Controller System Manager uses Trust Management to provision and manage certificates for different applications, servers and devices. You must import certificates to the Trust Management system s trust store and then add then as trusted certificates in the System Manager web console. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 349

350 Contact Center as a Service specific configuration details No Task Notes 4 Provision 96x1 endpoints on System Manager CA as End Entities for SCEP request 5 Install a trusted root certificate on all endpoints and configure 46xxsettings file for SCEP 6 Generate identity certificates on System Manager CA for all other endpoints and install on each endpoint 7 Install trusted root certificate and signed identity certificate on Session Manager. 8 Install trusted root certificate and signed identity certificate on Communication Manager 9 Install trusted root certificate and signed identity certificate on Application Enablement Services and all other applications connected to Session Manager 10 Install trusted root certificate and signed identity certificate on Avaya Control Manager web server and application server. 11 Install trusted root certificate and signed identity certificate on Billing UI Server. 13 Once system is verified, lock down security by removing default Avaya certificates from Session Border Controller and Aura components. Configure Session Border Controller to enforce mutual TLS for clients. None. For more information, see Administering Session Manager. None. None. None. None. None. Trust Management System Manager uses Trust Management to provision and manage certificates of various applications, servers, and devices for a secure, interelement communication. Trust Management provides Identity (Server) and Trusted (Root/CA) certificates that applications can use to establish mutually authenticated Transport Layer Security (TLS) sessions. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 350

351 Security System Manager validates any file that you upload during certificate management, and accepts only certain file types, such as text and XML. System Manager filters uploaded files based on file extension and mime types or bytes in the file. System Manager uses a third-party open source application, Enterprise Java Beans Certificate Authority (EJBCA), as a Certificate Authority for certificate management. From Manage Elements, you can manage certificates for System Manager and the elements that System Manager supports. Configuring Avaya Aura System Manager certificate authority Avaya Aura System Manager includes a third-party open source application, that is, Enterprise Java Beans Certificate Authority (EJBCA) for certificate management. The trusted root certificate is created on the Certificate Authority (CA). The CA is used to enroll servers and clients, approve identity certificate requests, and create and deliver identity certificates to servers and clients. 1. To create a new CA, login to System Manager and click Services > Security > Certificates > Authority. 2. Under CA Functions, click Edit Certificate Authorities. 3. Enter a name and click Create. 4. Use the signing algorithm SHA256WithRSA. 5. Populate the details for subject DN appropriate for the enterprise and location. For example CN=xcaas.avaya.com,OU=SIL,O=AVAYA,L=Denver,C=US. 6. Enter 3650 in the Validity field. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 351

352 Contact Center as a Service specific configuration details 7. Click Create. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 352

353 Security Creating a certificate profile 1. In CA Functions, click Edit Certificate Profiles. 2. Enter a name for the profile and click Add. 3. Select the Certificate Profile from the list and click on Edit Certificate profile. 4. Enter Validity (days) as For Key Usage, highlight all items. 6. For Extended Key Usage, highlight Server Authentication and Client Authentication. 7. Select 2048 bits for Available bit lengths. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 353

354 Contact Center as a Service specific configuration details 8. Select the CA you created earlier from the list of Available CAs. 9. Select Type as End Entity. 10. Click Save. Adding end entity profiles About this task These profiles will be used to sign the endpoint identities. Two profiles will be configured; one for signing CSRs generated by the user or server, and creating endpoint certificates for soft clients. A second profile is created for signing certificates requests from 96X1 endpoints using SCEP. Each profile should be modified to suit the requirements of the Enterprise. The following procedure contains details on how to configure profiles and is an example only. 1. Under RA Functions, click Edit End Entity Profiles. 2. Enter a profile name and click Add. 3. Select the profile name from the list and click Edit End Entity Profiles. 4. Build the Subject DN Fields by selecting the required fields from the drop-down menu and click Add. 5. Populate the details of each Subject DN Field added in the previous step. 6. Select the profile you created earlier from the list of Available Certificate Profiles. 7. Select the CA from the list of Available CAs. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 354

355 Security 8. Select the Default Token as User Generated. 9. Click Save. 10. Under RA Functions, click Edit End Entity Profiles. 11. Enter a profile name for SCEP and click Add. 12. Select the profile you created earlier from the list of Available Certificate Profiles. 13. Select the CA from the list of Available CAs. 14. Select the Default Token as P12 file. 15. Click Save. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 355

356 Contact Center as a Service specific configuration details Creating a Certificate Signing Request file About this task This task describes the steps for creating a Certificate Signing Request (CSR) for the billing web service and also configures Avaya Control Manager to use third-party SHA2 Security Certificates. 1. On the Avaya Control Manager server, open IIS, and click Server Certificates. 2. Click the server name. 3. From the Features View menu, in the center pane, in the Security section, double-click Server Certificates. 4. From the Actions menu, in the right pane, click Create Certificate Request. 5. On the Request Certificate: Distinguished Name Properties screen, enter the following details: a. Type the Fully Qualified Domain Name (FQDN) of the server in the Common Name field. For example, XCAASACMBILLUI.avaya.com. b. Type the name of the service provider in the Organization field. c. Type the name of the organizational unit in the Organization unit field. d. Type the name of the city of the service provider in the City/locality field. e. Type the name of the state of the service provider in the State/province field. f. Type the name of the country of the service provider in the Country/region field. 6. Click Next. The system displays the Request Certificate: Cryptographic Service Provider Properties screen. 7. From the Cryptographic service provider drop-down list, click Microsoft RSA SChannel Cryptographic Provider. 8. From the Bit length drop-down list, click 2048 and click Next. 9. On the Request Certificate: File Name screen, type a file name in the Specify a file name for the certificate request text box, or click Browse ( ) to locate a file, and then click Finish. Next steps Create an End Entity as mentioned in Configuring System Manager certificate authority on page 351 section. Once the CSR is saved, open the CSR file and paste the contents into the System Manager certificate authority public Web as mentioned in the Configuring System Manager certificate authority on page 351 section. Save signed certificate file with a.cer file extension. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 356

357 Security Adding End Entity About this task It is possible to create a certificate for an endpoint or server by adding the details for the certificate to the Add End Entity page under RA Functions. This is similar to a Certificate Signing Request (CSR) and the request is completed by signing the certificate on the System Functions > Public Web > Create Keystore page. The method described here, is to generate the CSR details on the server and use the System Manager CA to sign this request. 1. Click RA Functions > Add End Entity. 2. Select End Entity Profile created in the section Adding End Entity Profile. 3. Enter a Username, Password, and Confirm Password. These are used to access the entity request on the Public Web interface. 4. Enter a CN, Common Name. You can also use the Fully Qualified Domain Name (FQDN) of the server. 5. Select the Certificate Profile and CA created earlier. 6. Select the Token Value as User Generated. 7. Click Add End Entity. 8. Complete the certificate signing process by going to System Functions > Public Web. Click on Enroll > Create Server Certificate. 9. Enter the username and password for this end entity, created in the previous step and paste in the CSR copied from the server or client for which you are generating an identity certificate. Select Result Type as PEM Certificate and click OK. Save the signed identity certificate with a.cer file extension. Adding End Entity for 96x1 phones Phones are required to be pre-provisioned on the System Manager before a certificate request from the phone will be processed using SCEP. 1. Click RA Functions > Add End Entity. 2. Select End Entity Profile for SCEP created in the section Adding End Entity Profile. 3. Add the phone serial number as the username, password, and CN. 4. Ensure that the token is User Generated and click Add End Entity. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 357

358 Contact Center as a Service specific configuration details Downloading the trusted root CA certificate 1. On System Manager, click Basic Functions under CA Functions. 2. If there are multiple CAs, select the appropriate CA and click on Download PEM file. 3. Save the file. Configuring 46xx settings The Phones must be configured with the trusted root CA certificate and a path to the System Manager Certificate Authority for SCEP requests. 1. Download the trusted root CA certificate from System Manager CA. 2. Upload the trusted root CA certificate to the Utility file server. 3. Edit the 46xxsettings file on the Utility File Server to include: Example MYCERTURL The path to the System Manager Certificate Authority for SCEP requests MYCERTCN MYCERTDN MYCERTKEYLEN SCEPPASSWORD TRUSTCERTS SET MYCERTURL SET MYCERTCN $SERIALNO SET MYCERTDN /C=US/ST=Colorado/L=Denver/O=Avaya SET MYCERTCAID xcaas.avaya.com SET MYCERTKEYLEN 2048 SET MYCERTRENEW 90 SET MYCERTWAIT 1 SET SCEPPASSWORD $SERIALNO SET TRUSTCERTS xcaasavayacomca.txt Adding End Entity for soft clients About this task This procedure can be used to create a client cert to be installed on a Microsoft Windows 7 or client PC for use with Avaya soft client such as one-x Communicator. 1. Click RA Functions > Add End Entity. 2. Select End Entity Profile created in the section Adding End Entity Profile. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 358

359 Security 3. Enter a Username, Password, SubjectDN, and Subject Alternative Name fields. 4. Select Token as p12 which contains both the public and private key. 5. Click Add End Entity. 6. Navigate to System Manager CA > Public Web, and click Create Keystore. 7. Enter the Username and Password configured in the Adding Entity section and click OK. 8. Enter KeyLength as 2048 bits, choose a Certificate Profile and click OK. Adding trusted certificates About this task Using one of the described methods, import the certificates that you want to add as trusted certificate in the trust store of the element. 1. On the System Manager web console, click Services > Inventory. 2. In the left navigation pane, click Manage Elements. 3. On the Manage Elements page, select an element, and click More Actions > Manage Trusted Certificates. 4. On the Trusted Certificates page, click Add. 5. On the Add Trusted Certificates page, in Select Store Type to add trusted certificate, select a store type or select All if you are unsure of the store type. 6. To import certificates from a file, do the following: a. Click Import from file. b. Type the file name or click Browse to select a file. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 359

360 Contact Center as a Service specific configuration details Note: System Manager validates the file type. If you provide an invalid file type, the system displays an error message. c. Click Retrieve Certificate. 7. To import certificates in the PEM format, do the following: a. Locate the PEM certificate. b. Open the certificate in the Notepad application. c. Select and copy the contents in the file. d. On the Add Trusted Certificates page, click Import as PEM certificate. e. Paste the contents from the PEM file in the text box provided on the Add Trusted Certificates page. 8. To import certificates from existing certificates, do the following: a. Click Import from existing certificates. b. In the Global Trusted Certificate section, select a certificate. 9. To import certificates by using TLS, do the following: a. Click Import using TLS. b. In IP Address, type the IP address of the computer. c. In Port, type the port of the computer. d. Click Retrieve Certificate. 10. Click Commit. 11. Restart the JBoss service on System Manager. Viewing trusted certificates About this task You can view the trusted certificates of System Manager and its managed elements. 1. On the System Manager web console, click Services > Inventory. 2. In the left navigation pane, click Manage Elements. 3. On the Manage Elements page, select an element and click More Actions > Manage Trusted Certificates. 4. On the Trusted Certificates page, select the required certificate and click View. The View Trust Certificate page displays the details of the selected certificate. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 360

361 Security Installing System Manager CA root certificate on Avaya Control Manager server 1. Download the CA trusted root certificate from System Manager. 2. On the System Manager CA page, click Download PEM file. 3. Copy the file on Avaya Control Manager server and change the extension type from.pem to.cer or.crt. 4. Open the file on the Avaya Control Manager server and click on Install Certificate. 5. Click Next. Select Place all certificates into the following store and click Browse. 6. Select Trusted Root Certification Authorities and click OK and Next. 7. Click Finish. The system displays a warning message. 8. Click Yes to install the certificate. 9. Click OK to accept the message confirming the certificate import was successful. Installing the certificate on the server About this task The service provider uses the certificate signing request file to generate the certificate. After the certificate is ready, the service provider sends the certificate to Avaya. After you receive the certificate from the service provider, you must install the certificate on the server. Avaya Professional Services performs this procedure. 1. On the Avaya Control Manager server, open IIS, and click Server Certificates. 2. In the right-pane, in Actions, click Complete Certificate Request. The system displays the Complete Certificate Request: Specify Certificate Authority Response screen. 3. In the File name containing the certification authority s response field, click Browse and upload the certificate received from the service provider. 4. In the Friendly name field, enter a friendly name for the certificate and click OK to complete installing the certificate on the server. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 361

362 Contact Center as a Service specific configuration details Note: The newly installed certificate must be configured as the default certificate for all port 443 transactions. 5. On the Avaya Control Manager server, open IIS, and right-click Default Web Site. 6. Click Edit Bindings. 7. Click Add. 8. Select the Type as HTTPS and use Port Select the SSL Certificate as the signed third-party identity certificate and click OK. Next steps If you need to lock down the server with HTTPs only, you can remove port 80 from the bindings. Create a p12 file for SBC and spilt it into pem and key. To generate a PEM file from PKCS12, type openssl pkcs12 in<cert>.p12 clcerts nokeys out <cert>.pem. To extract the key from PKCS12, type openssl pkcs12 in <cert>.p12 nocerts out<cert>.key, October 2018 Deploying Partner Cloud Powered by Avaya xcaas 362

363 Chapter 13: Usage Metering Configuration Configuring Avaya Usage Metering Use the following checklist to identify the tasks you must perform to configure Avaya Usage Metering for the xcaas solution. Mandatory configuration No. Task Description Notes 1 Creating the initial Usage Metering user 2 Configure the Usage Metering settings 3 Configuring the SMTP server Before logging in to the Usage Metering interface for the first time, ensure that you create an initial user. You can configure the following in the interface: USERS ALERTS To enable the Usage Metering system to send out notifications. 4 Configuring the AWS To connect the Usage Metering system with the Avaya IT system. For detailed instructions to complete each task on Configuring Avaya Usage Metering, see Configuration section in Avaya Usage Metering Reference. Optional configuration No. Task Description Notes 1 Configuring certificates 2 Configuring the SNMP server Install and manage certificates in the Usage Metering interface. To enable the Usage Metering system to send out notifications. For detailed instructions to complete each task on Configuring Avaya Usage Metering, see Configuration section in Avaya Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 363

364 Usage Metering Configuration No. Task Description Notes 3 Configuring the syslog server 4 Configuring Reports To enable the Usage Metering system to send out notifications. To see a summary of usage data. Usage Metering Reference. Creating a new user in MS SQL 1. Open SQL Server Management Studio (SSMS). 2. Click Object Explorer > Security. 3. Right-click Logins and then click New Login. 4. In the navigation pane, click General. 5. On the Login - New page, click SQL Server authentication and do the following: a. In the Login name field, type a login name for a new user account. b. In the Password field, type the password. c. In the Confirm Password field, re-type the password. d. Select the Enforce password policy check box. e. Click OK. 6. In the navigation pane, click Server Roles. 7. On the Login Properties - <new user> page, select all the schemas that the new database user can own. By default, the login is assigned to the public role. 8. In the navigation pane, click User Mapping. 9. On the Login Properties - <new user> page, do the following: a. Select the databases that the user account is allowed to access. b. Select all the database membership roles that the new database user can own. 10. In the navigation pane, click Securables. 11. On the Login Properties - <new user> page, click Connect SQL permission and in Grant, select which? check box in Grant. 12. In the navigation pane, click Status. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 364

365 Assigning Read-Only permission to a user for selected tables 13. On the Login Properties - <new user> page, click the following to connect to the database engine: *Grant * Enabled. 14. Click OK. Assigning Read-Only permission to a user for selected tables 1. Open SQL Server Management Studio (SSMS). 2. In the Object Explorer, expand Databases, and click one of the following: ACCCM: For Avaya Control Manager database. AAEP: For Avaya Aura Experience Portal database. 3. Expand Tables. 4. Right-click your table, and then click Properties. 5. In the navigation pane, click Permissions. 6. On the Permissions page, in the Users or Roles area, click Search. 7. On the Select Users or Roles page, click Browse. 8. Click the user, then click OK until you are back on the Permissions page. 9. In the Permission for <user> area, click the permission Step 10: Click one of the following check boxes: * Grant * Deny Step 11: click OK. For example, if you want to give the user Read-Only access to the table, click the SELECT permission and click the Grant check box. 10. Repeat Step 3 through Step 7 for all the remaining tables: dbo.users dbo.userprofiles dbo.sites dbo.locations dbo.wfo_parameters dbo.users_groups dbo.segments_groups dbo.sites_segments dbo.locations_wfo_servers October 2018 Deploying Partner Cloud Powered by Avaya xcaas 365

366 Chapter 14: Usage collection for UM Billing Usage billing using Usage Metering Usage billing is implemented with three principal solution elements: Avaya Usage Metering collector module is deployed with the xcaas solution. Avaya Usage Metering processor receives metering data from the Usage Metering collector and delivers it to Avaya IT. Avaya IT hosts the SAP infrastructure which receives reports from the Usage Metering processor and generates the xcaas invoices. Codes xcaas usage billing includes the following: Material Code (MC) - is a 6 digit number in SAP, used for ordering or billing. For Usage Metering to associate the usage of Avaya Control Manager profile to the material code, a material code must be mapped in the Avaya Control Manager profile. Collection Code (CC) - is an alpha-numeric name in an Avaya Control Manager profile used to bundle multiple material codes. The CC that includes the bundle of MCs must be mapped to an Avaya Control Manager Profile in a similar way as described above. Billing Code - is a generic term used for either an MC or a CC. Each Avaya Control Manager profile must be mapped to one and only one billing code. Usage-based Billing The usage data generated by Usage Metering is sent to Usage Metering processor. The processor stores the data in a database implemented in AWS. This database is polled by Avaya IT for billing. Avaya IT uses a collection system which consists of A2R and Fusion Middleware. Usage Metering sends the usage data through the OPS Tool server which fetches the data from the processor database and sends it directly to Fusion Middleware. Fusion Middleware performs data integrity checking and removes the fields not required by SAP. On successful processing of the raw data, Fusion Middleware sends the data to SAP for storage and processing of the usage data to generate the invoice for the CSP. The Usage Metering processor generates alarms if the errors occur and sends them into the Ops Tools server. Usage Tracking and Reporting Avaya bills xcaas services using a usage-based model through an Op ex model. Cloud Service Provider (CSP) is billed monthly based on usage or utility billing. Avaya bills the providers based on the number of provisioned users and other resources, month-by-month. The CSPs bill their customers using the same monthly utility billing model. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 366

367 Avaya Control Manager Billing Migration to Usage Metering Usage Metering tracks the usage on a per tenant and system-wide basis. The reports of the collected usage information is sent to Avaya on a daily basis. Avaya uses the daily reports to generate a monthly bill. The Usage Metering part of the solution generates the usage data and usage reports for the CSP. CSP and Avaya can generate the bill. The billing mechanism for xcaas is based on a concurrent usage model for all Contact Center applications. All usage is tracked and reported by Usage Metering. For more information on Usage Metering, see Avaya Usage Metering Reference. Avaya Control Manager Billing Migration to Usage Metering Migration from Avaya Control Manager Billing to Usage Metering There are three ways to migrate from the Avaya Control Manager billing metering mechanism to Avaya Usage Metering. Installing Usage Metering along with the Avaya Control Manager Meter running This option requires the A2R/Remedy Poll to be disabled before enabling the Usage Metering Feed into SAP. Both Avaya Control Manager and Usage Metering calculate usage; but only the Usage Metering usage data is entered into the Avaya Billing system. Installing Usage Metering and only disable the Avaya Control Manager Metering engine This option disables the billing engine, however the software along with the billing historical data remains available. The Avaya Control Manager Web Usage reports and the web service remain available with this option. Installing Usage Metering and removing Avaya Control Manager Metering software Avaya Control Manager Billing software and database are completely removed. Migrating to Usage Metering 1. Install Usage Metering and perform the initial configuration. Ensure the following tasks are completed: entering new CSP configuration, adding Avaya Control Manager billing meter, and generating AWS credentials for collector. For more information on installing and configuring Avaya Usage Metering, refer Avaya Usage Metering Reference. 2. Check the processor for the usage data of Avaya Control Manager billing meter. When usage data is received, download the data. Fill up the new xcaas instance worksheets for the xcaas instances identified in the migration worksheet. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 367

368 Usage collection for UM Billing 3. Update the Collector SEID using the MOPS tool upon receiving from CSP, requesting migration. 4. Update the CSP configuration with the new xcaas instances, meters, locations and profiles-to-billing code mappings upon receiving approval . The includes approved sheets from the account manager. After CSP has installed and registered their collector an alert is auto generated. 5. Compare the data collected from Avaya Control Manager and Usage Metering to verify the results. This is based on Processor/Collector alarms. 6. Stop the switch from Avaya Control Manager usage reporting to SAP after the data has been verified. For more information, refer to the procedure Disabling A2R/Remedy Poll for ACM Metering on page Confirm the next day that a CSV was submitted to SAP by Usage Metering. 8. After Usage Metering has initiated the SAP usage submission, verify that the data is being received correctly. Disabling A2R/Remedy Poll for Avaya Control Manager Metering About this task This procedure only disables Avaya Control Manager metering from entering data into Avaya Billing system. This procedure does not stop the collection of UC profile data and usage data from the Avaya Control Manager metering system. 1. Open a web browser. 2. In the address bar, type the URL of the Remedy application. 3. Log on to the Remedy interface as an administrator. The system displays the Control Panel page. 4. In the left pane, click Manage Deployments > Data Centers. 5. Select the required Data Center and click Edit. 6. Click Status drop down and select Delete. 7. Click Save. Deletion is completed after 24 hours. 8. Confirm the next day that no polling was received from Avaya Control Manager. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 368

369 Avaya Control Manager Billing Migration to Usage Metering Disabling Avaya Control Manager Metering engine Before you begin Ensure that Usage Metering has initiated the SAP usage submission with the correct data. 1. Log in to Avaya Control Manager as an administrator. 2. Disable billing for all Avaya Control Manager instances. 3. Navigate to Configuration Portal > General > System Parameters. 4. Change the value of system parameter Enable Billing to No. 5. Disable the following services that collect data from Avaya Aura Experience Portal and Communication Manager sources: AAEP Billing Service CM Billing Service 6. To stop the collection of UC profile data from the Avaya Control Manager system, disable the following Avaya Control Manager billing database jobs: Clean History Move ACCCM licenses Move Agent Ranges Move Dial Plan Move Extension Ranges Move Location Multi Daily Profile Billing Multi Hourly Profile Billing Multi Monthly Profile Billing Shrink SQL T-Log Disable Avaya Control Manager billing database jobs on the secondary billing server. Removing Avaya Control Manager Metering engine About this task This procedure removes Avaya Control Manager billing components from the application server. It does not remove Avaya Control Manager billing database or any billing jobs from SQL server. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 369

370 Usage collection for UM Billing Before you begin Before removing Avaya Control Manager metering, ensure that Usage Metering has initiated the SAP usage submission with the correct data. 1. Log in to Avaya Control Manager as an administrator. 2. To disable billing for all Avaya Control Manager instances, do the following: a. Navigate to > Configuration Portal > General > System Parameters. b. Change the value of system parameter Enable Billing to No. 3. Remove the billing system from the Avaya Control Manager Application server and UI server as follows: a. Navigate to Control Panel > Programs > Uninstall a program. b. Select ACM_BILLING and click Uninstall. 4. To remove the database components such as database and jobs, do the following: a. Click SQL Server Management Studio. b. Connect to Billing database server. c. Navigate to SQL Server Agent > Jobs. d. Select a specific job. e. Right click and click Delete. f. Click OK. Remove following jobs from the SQL server: Clean History Move ACCCM licenses Move Agent Ranges Move Dial Plan Move Extension Ranges Move Location Multi Daily Profile Billing Multi Hourly Profile Billing Multi Monthly Profile Billing Shrink SQL T-Log 5. (Optional) To remove the Billing database, do the following: a. Click SQL Server Management Studio. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 370

371 Avaya Control Manager Billing Migration to Usage Metering b. Connect to Billing database server. c. Select ACM_BILLING database. d. Right click and click Delete. e. Select Close existing connections. f. Click OK. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 371

372 Chapter 15: Usage Reports Usage reports using UM Overview Sample report Usage Metering generates reports in the.csv format. The types of reports are: Daily Monthly The following sample reports depict historic usage information: Sample daily report October 2018 Deploying Partner Cloud Powered by Avaya xcaas 372

373 Usage reports using UM Sample monthly report A generated report shows the following: Column Billing date Link ID Contract Location Site Profile Billing code Site quantity Monthly average Description The date on which the system sends you an invoice. The Business Partner Link ID of the business partner. This is a SFDC / CMD identifier of a partner used in the SAP system. The Value Contract which is a rate card. You must configure the Value Contract in Avaya Control Manager. Value Contract contains SAP material codes and an Offer Type. The unique name of a customer. Location consists of the following: A description of the customer A separator Sold To Number (STN) of the customer The area where your system is located. The profile of the user. You can use the Avaya Control Manager system to: Create a profile for every user. Measure the usage of every user profile. The material code and collection code which together comprise the billing code. The number of agents who are logged in at one instance. Site quantity is measured by using usage units. The average usage data generated in a month. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 373

374 Usage Reports Viewing Avaya Usage Metering reports About this task Use this procedure to generate and see Usage Metering reports. 1. Log on to the Usage Metering interface. 2. On the Avaya Usage Metering home page, click Reports. 3. In the Select Type field, click one the following: Daily: For daily reports. Monthly: For monthly reports. 4. In the From field of the calendar, within the date range, click one of the following: *For a Daily report: A date other than the current date. * For Monthly reports: Any month other than the current month. 5. Click RUN REPORT. You can download and save this Excel sheet report at the required location. You can also open the report in Google Chrome or Mozilla Firefox web browsers. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 374

375 Chapter 16: Migration from On-premise to Cloud based Avaya Deployment Overview This chapter describes the data migration process of an existing Avaya customer from a local or on-premise environment to a Cloud based Avaya deployment, administered by a Cloud Service Provider (CSP). This chapter includes the basic guidelines to the data migration process, including the CSP tasks and information gathering. This is applicable for Avaya Control Manager Release 8.0.x. Customer legacy systems discovery and review The customer s on-premise or legacy Communication Manager holds the information of the currently used endpoint types and configurations. The Cloud Service Provider (CSP) Communication Manager engineer and Avaya Control Manager engineer review the customers legacy systems, the requirements, and the customer expectancy in the new cloud environment. The Communication Manager and Avaya Control Manager engineer gather the existing endpoint contents and settings for the creation in Avaya Control Manager by building Endpoint profiles. The task includes: Collecting the endpoint or extension information currently existing in the customer s onpremise systems. Discussing how the customer s current content would be integrated and constructed in the customers Avaya Control Manager cloud environment. Documenting the Communication Manager object numbers currently in use and providing additional numbers or number range for future use. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 375

376 Migration from On-premise to Cloud based Avaya Deployment Endpoint profile contents and billing material code approval Based on the information collected from the legacy Communication Manager, the Cloud Service Provider (CSP) s Communication Manager and Avaya Control Manager engineers build one profile for each endpoint type. Example: Endpoint type 9608 H323 (Full name Core_9608_H323_1XC_AAM_Basic). Endpoint features to be included or left out, such as with or without Session Manager fields, Domain, with or without Communication Manager endpoint, with or without Avaya Aura Messaging subscriber. Billing material code assignment. After this information has been collected, the CSP approaches the Remedy team for material code assignment and approval per Endpoint to be used, according to Rate cards. Configuration of cloud systems and onboarding of endpoints After endpoint profile contents and billing material code approval has been completed, the endpoints need to be created on Cloud System Manager by the Cloud Service Provider (CSP). The name of the endpoint should be documented and included in the data collection form. This name must be identical to the name inserted by Avaya into the Avaya Control Manager SM_Templates table. Endpoint profiles includes all information related to each endpoint type. These endpoint profiles are used to create Avaya Control Manager Profiles, Avaya Control Manager SIP Templates and endpoint templates and contains the configuration information. These endpoint profiles is provided through Customer Onboarding - Data collection form and used by Avaya to build the Avaya Control Manager Profile. The Avaya Control Manager profile includes the Avaya Control Manager SIP template and Internal Avaya Control Manager SIP template features and components. Data Collection Form The Customer Onboarding- Data collection form is a document that is to be filled by the Cloud Service Provider (CSP) and sent to Avaya. The Customer Onboarding- Data collection form is used to create and configure the new customer in the cloud Avaya Control Manager environment. The information collected in the form includes: Server Information Log in information or Server address s SQL login information October 2018 Deploying Partner Cloud Powered by Avaya xcaas 376

377 Avaya customer configuration and onboarding SAL SEID information Avaya Control Manager Dialplan Customer Location name Avaya Cloud system information (Avaya Control Manager\Communication Manager\CMS \System Manager\Avaya Aura Messaging\Session manager) Avaya Control Manager SIP template contents or Avaya Control Manager profile assignment Profile or bill material code assignment approved by the remedy team. The CSP decides upon the naming used for the following feature and components as per the Avaya naming guidelines, naming structure, use of customer acronyms, and provides the necessary information. Avaya Control Manager Location name Communication Manager alias name. This name must match the configuration on Avaya Control Manager and System Manager. Avaya Control Manager Profile name Avaya Control Manager SIP Template name Communication address Session Manager fields (included or discarded) Communication Manager Endpoint template assignment + password Messaging assignment + password Presence assignment Avaya customer configuration and onboarding The task of adding a new customer to the Cloud Service Provide (CSP) cloud environment is owned by Avaya. This includes the following tasks: Creating the new Avaya Control Manager location for the customer. Creating the Avaya systems required for this customer (Communication Manager, System Manager, Avaya Aura Messaging, Call Management System) Adding the necessary endpoint templates into the Avaya Control Manager database. These endpoint templates must be identical to existing endpoint templates on the System Manager and provided by the CSP. Creating Avaya Control Manager SIP templates. Creating Avaya Control Manager profiles. Verifying each Avaya Control Manager profile by creating one Avaya Control Manager user per profile. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 377

378 Migration from On-premise to Cloud based Avaya Deployment Note: After the data collection form is approved by the CSP and sent to Avaya, any requests made to update or change anything that was already configured by Avaya might require additional payment for additional Avaya Professional Services (APS) hours. CSP Legacy CM Endpoint configuration migration The ProVision tool is used to maintain the individual endpoint, user configuration and settings in the new cloud environment, for existing Avaya customers with a legacy Communication Manager. The ProVision tool completes the task by extracting the extensions from the on-premise Communication Manager, then importing into the cloud Communication Manager. This process updates the extensions configuration such as button layout and features on the cloud Communication Manager. The process is completed only after the endpoints have been created on Avaya Control Manager through the create user process. Important: The endpoint or extension names and numbers used while creating them on the cloud Avaya Control Manager has to match the existing endpoints or extensions existing on the onpremise Communication Manager. If the extensions inserted by ProVision already exist on the Cloud Communication Manager, they are updated. If an extension inserted by ProVision does NOT exist, it would be created on Communication Manager. The CSP must have a licensed version of ProVision and possess the required knowledge to utilize it for the migration process. For ProVision inquiries and support, please contact - provisionhelp@avaya.com. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 378

379 Chapter 17: Initial administration Adding tenants or enterprise customers Before you begin You must add tenants or enterprises to the Partner Cloud Powered by Avaya xcaas solution as part of the Avaya Aura Communication Manager configuration. Ensure that the Avaya Aura Communication Manager dial plan is created. Ensure that the main location and dial plan for an enterprise are also configured in Avaya Control Manager. Each enterprise must be assigned with at least one dial plan. The dial plan for each enterprise contains unique ranges for each object. Objects that are not used by the enterprise, for example Data Module, are set to Do not sync to block the synchronization mechanism from synchronizing these objects for the customer location. Note that the VM (voice mail) range for each enterprise must be the same range as the extension ranges for the enterprise. You must also associate the main Avaya Control Manager site location for the enterprise with configured Avaya Aura servers and dial plans. Note: There is a dependency to the Core and Access SBC when it comes to adding new tenants. Either the SBC solution elements have already been preconfigured to the maximum expected or supported tenants, or this configuration element has to be addressed as part of the tenant on-boarding process. For Avaya Session Border Controller for Enterprise configuration details, see Configuring Avaya Session Border Controller for Enterprise on page 173. For each enterprise, if EMC is required, you must install and configure a separate Call Center Elite Multichannel for each customer. About this task You can administer enterprises using Avaya Control Manager web interface, which provides a centralized overlay to administer enterprises in your system. 1. Log in to the Avaya Control Manager webpage, and select Configuration Portal > Locations. 2. Ensure a dial plan and template exist for the enterprise in Avaya Control Manager. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 379

380 Initial administration You must associate the dial plan in Avaya Control Manager with the dial plan you created for the enterprise in Avaya Aura Communication Manager. The template in Avaya Control Manager should be associated with a template you defined in Avaya Aura System Manager. For more information about adding a dial plan and adding SIP template, see the Adding a dial plan on page 248 and Adding a SIP template on page 237 topics respectively. 3. Create a Avaya Control Manager location to represent the enterprise. Only one Avaya Control Manager location can exist to represent the enterprise. This Avaya Control Manager location must correspond with the location you configured in Avaya Aura Communication Manager. a. Click Configuration Portal > Locations. b. Click the Add button ( + ) on the left-hand side of the screen. c. Fill in the following fields: Name: Enter a name for the Avaya Control Manager location and include the site address number for the enterprise. The location name must follow the billing requirements. You must enter the information in the following format: ACCCM location name <Sold to ID# for the enterprise>. <Sold to ID# for the enterprise> is mandatory. Note: <Sold to ID# for the enterprise> is also known as the Tenant Ship-To # in cloud deployment. The Tenant Ship-To # is different than the CSP Sold-to/Ship-To or Instance Sold-to/Ship-To. An example of a location name is Customer as Note: For clear tenant separation on Avaya Aura Experience Portal the organization name on Experience Portal must fully match the defined Avaya Control Manager location (tenant) name in exactly the name notation <ACCCM location name Sold to ID#>. For information on creating a Sold to ID# and Ship toid#, see Administering Partner Cloud Powered by Avaya xcaas. Description: Enter <CM tenant ID>;<CM location number> as shown in the following figures: Note: CM tenant ID must be set to 1 in a Dedicated Instance Environment. If CM Locations are not being administered in a Dedicated Instance Environment, the ACM Location Description field can be left blank. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 380

381 Adding tenants or enterprise customers The tenant number is related to the tenant as configured in Communication Manager. The location number is related to the location as configured in Communication Manager. Note: For a dedicate instance xcaas deployment, the TN ID must be 1. If the dedicated instance environment does not use multiple CM location, the Description field can be left blank. d. Select the Audit Log check box to enable the audit capabilities for this location. e. Select the Sync Location check box to enable the synchronization mechanism for this location. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 381

382 Initial administration f. Click Save and Close. 4. In Configuration Portal > Locations, select the Avaya Control Manager location for the enterprise and use the arrows to move the appropriate servers and dial plan from the Available section on the left to the Chosen section on the right. The Avaya Control Manager location for the enterprise must be associated with the appropriate Avaya Aura Communication Manager servers, dial plans, and Avaya Aura System Manager servers. You can also assign Call Management System servers, Experience Portal servers, and Call Center Elite Multichannel servers based on the customer requirements. 5. Create geographic office site locations for the enterprise. You should also create an Administrative site location for administrative users. a. Click the Users tab and select the Avaya Control Manager location associated with the enterprise. b. Click the additional features button ( ) and select New Org Chart Item. c. Fill in the following fields: Site Name: You must enter the name of the office site followed by the enterprise Ship to ID# in the following format: Site office name <Ship to ID# for the enterprise>. <Ship to ID# for the enterprise> is mandatory. An example of a site name is Avaya Cupertino Office Note: The Ship to ID# in the site name is not the same as the one in the location name, unless the tenant has a single site. The location represents the tenant and the sites are the various physical addresses for that tenant. Similarly there must be an enterprise Ship to ID# for the tenant and possibly different Ship to numbers for various sites. Site description: If necessary, enter a description for the office site. Site location: From the drop-down menu, select the Avaya Control Manager location for the enterprise. d. Click the Save button ( ) to save your changes. 6. In the office site location, configure a department. Note: In most cases, you should only configure one department for each site location. The department is associated with the Avaya Aura Session Manager routing location. The October 2018 Deploying Partner Cloud Powered by Avaya xcaas 382

383 Adding tenants or enterprise customers exception to this rule is the departments created in the Administrative site location. You should create the following departments in the Administrative site location: Sync Department: The team in this department will be used to track users created in Avaya Aura System Manager that need to be recreated in Avaya Control Manager. Note: The system does not synchronize the departments, but synchronizes the teams within the department. Administrator Department. a. Click the Users tab and select the appropriate enterprise site location. b. Click the additional features button ( ) and select New Org Chart Item. c. Fill in the following fields: Department name: Enter a name for the department. Department site: Select the appropriate site from the drop-down menu. Department description: If necessary, enter the System Manager location value. All users in this department will be provisioned to System Manager using this value. d. Click to save your changes. 7. In each department, make sure the appropriate teams are configured. Examples of possible teams include Sales, HR, and IT. Note: You must also create teams for the Sync Department and Administrator Departments described in the previous step. In the Administrator Department, you must create the following teams: Admin Team: This team is for standard administrative users. Reporting Team: This team is for administrative users that can generate reports. Default Sync Team: Create at least one default sync team per tenant and select the Default Sync Team check box. To create a new team, do the following: a. Select the appropriate geographic office location or department for the enterprise. b. Click and select New Org Chart Item. c. Fill in the following fields: Team name: Enter a name for the team. Team department: Select the appropriate department from the drop-down menu. Team description: If necessary, enter a description for the team. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 383

384 Initial administration d. Click to save your changes. 8. Synchronize the customer environment using the Avaya Control Manager synchronizer application in an initial mode. Next steps Ensure that you have assigned the dial plan to the location. After creating locations, perform the following tasks: Add a new extension Add a dial plan Manage skills Manage VDNs Configure Avaya Aura Communication Manager with Avaya Control Manager Configure Avaya Aura Session Manager with Avaya Control Manager Configure Avaya Aura System Manager with Avaya Control Manager Configure Call Management System with Avaya Control Manager Configure Avaya Aura Messaging with Avaya Control Manager Configure Avaya Aura Call Center Elite Multichannel with Avaya Control Manager Integrating and configuring Avaya Control Manager Functional Server Adding users Before you begin Provision the numbering plan on Control Manager and indicate the blocks of numbers assigned to each tenant. Each tenant uses numbers from these assigned blocks when creating users. You must be logged in to the Control Manager web interface. Make sure the enterprise for the end user is configured in Avaya Aura Communication Manager and Control Manager. Create the organizational structure for the enterprise. You must create the following organizational levels: - Control Manager location - Site (geographic office) location - Department under each site - Teams About this task You must configure routing locations for each enterprise office as part of the Avaya Aura Session Manager configuration and then you must add details for each user in Control Manager. You may October 2018 Deploying Partner Cloud Powered by Avaya xcaas 384

385 Adding users add users for each enterprise you configured. Users are associated with teams in Control Manager. 1. Configure routing locations in Session Manager using the System Manager web console. 2. Navigate to the Users page in Control Manager. 3. Click the Add User button to create the profile for the end user. 4. Fill in the following required fields in the User Details page. Note: You must fill in the SIP URI and Extension fields if you are creating a standard end user. SIP URI and Extension must be the same, and be the E.164 number or a canonical private number in the private numbering plan. You do not need to fill in the SIP URI field if you are planning to assign the administrator role to the user. First name Surname Profile: From the drop-down menu, select the profile for the end user. Username: Enter the Control Manager username for the user. Password: Enter the password associated with the username. Confirm Password: Confirm the password entered. Team: From the drop down-menu, select the appropriate team for the end user s department. SIP URI (not required for administrators) Communication Profile Password Confirm Communication Profile Password Extension Note: For more information about communication profile management Administering Avaya Aura Session Manager, Configuring Avaya Control Manager, and Administering Customer Engagement On Avaya Aura Contact Center as a Service. 5. In the Available applications pane, select any necessary applications for the user. For all administrative users, you must select the ACM check box. For administrative users with report generating privileges, you must also select the Reporting check box. Note: For adding the SIP application, select the SIP check box. 6. Click Save to save the new user in Avaya Control Manager. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 385

386 Chapter 18: OfficeLinx Integration with Avaya Control Manager Checklist No. Task Notes 1 Configuring System Manager fields and adding permissions 2 Creating Customer Administrator account for OfficeLinx Web Admin 3 Integrating OfficeLinx for voic through Users page or Integrating OfficeLinx for voic through SIP template See Configuring Avaya Aura System Manager on page 386. See Administrators section in Esna Officelinx: Feature Description Guide. See Integrating Officelinx for voic through Users page on page 387. OR Integrating Officelinx for voic through SIP template on page Accessing Web Admin See Accessing Web Admin on page 389. Configuring Avaya Aura System Manager 1. Log in to Avaya Control Manager. 2. Navigate to Configuration > Team Engagement > System Manager > System Manager Fields. Avaya Control Manager displays the System Manager Fields Configuration List page with the list of System Manager Alias. 3. Select the alias where Officelinx is deployed and then click Edit. 4. Click the Fields Configuration tab and do the following: a. In the SMGR fields field, click Officelinx System. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 386

387 Integrating Officelinx for voic through Users page b. In the Alias field, type the alias name. The alias name must match the name configured on the OfficeLinx Mailbox system. c. In the Value field, type the value. d. Click Save. 5. Repeat Step a to Step d for the following fields: Officelinx Company Officelinx Department Officelinx Feature Group Officelinx Capability Alias names of these fields must also match the name configured on the OfficeLinx Mailbox system. Related links Adding permissions to an Officelinx profile on page 387 Adding permissions to an Officelinx profile 1. Log in to Avaya Control Manager. 2. Navigate to Role Management > ACM. 3. Select the administrator role that has Officelinx configured and click Edit. 4. On the Role Edit page, click the Permissions tab and select the Edit SMGR Officelinx Profile permission. 5. Click Save. Related links Configuring Avaya Aura System Manager on page 386 Integrating Officelinx for voic through Users page Before you begin Create a SIP user. Ensure that the name of the SIP user does not contain any digits. 1. Log in to Avaya Control Manager. 2. Click Users. Avaya Control Manager displays the list of users. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 387

388 OfficeLinx Integration with Avaya Control Manager 3. Select the SIP user profile and click Edit. 4. Click SIP Properties. 5. Click the Communication profile tab. 6. Select Officelinx profile and do the following: a. In the Officelinx System field, click an appropriate system. b. In the Mailbox Number field, type the mailbox number. c. In the Numeric Password field, type a numeric password. d. In the Application User Password field, type an alphanumeric password. e. In the Company field, click an appropriate company name. f. In the Department field, click an appropriate department name. g. In the Feature Group field, click an appropriate feature group name. h. In the Capability field, click an appropriate capability name. i. In the Domain Account Name field, type the domain account name. j. In the Synchronization User Name field, type the synchronization user name. 7. Click Save. Integrating Officelinx for voic through SIP template 1. Log in to Avaya Control Manager. 2. Navigate to Resources Manager > Templates > SIP Templates. Avaya Control Manager displays the list of SIP templates. 3. Select the required template and then click Edit. 4. Click the Communication profile tab. 5. Click the Officelinx profile and do the following: a. In the Officelinx System field, click an appropriate system. b. In the Numeric Password field, type a numeric password. c. In the Application User Password field, type an alphanumeric password. d. In the Company field, click an appropriate company name. e. In the Department field, click an appropriate department name. f. In the Feature Group field, click an appropriate feature group name. g. In the Capability field, click an appropriate capability name. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 388

389 Accessing Web Admin 6. Click Save. Accessing Web Admin About this task logs in to the Officelinx Web Admin page by using the login credentials provided by the service provider. Only an administrator can do this task. For more information, see Accessing Web Console in Esna Officelinx: Feature Description Guide. 1. Open a web browser and type in the address bar. 2. Click Web Admin to navigate to the login page. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 389

390 Chapter 19: Redundancy and highavailability Overview of redundancy In Partner Cloud Powered by Avaya xcaas, you must deploy all components that support georedundancy in an alternate data center to implement geo-redundancy. The Partner Cloud Powered by Avaya xcaas solution supports high availability in a single data center and geo-redundancy in a dual data center. The Partner Cloud Powered by Avaya xcaas uses the active-active functionality of Avaya Control Manager Service Provider Edition, Application Enablement Services, Avaya Contact Recorder, Avaya Call Management System, and Avaya Aura Session Manager in a single data center and geo-redundancy functionality provided by ACR, Avaya Aura Communication Manager, and Avaya Aura System Manager to support geo-redundancy in a dual data center. For more information on Avaya Call Management System High Availability, see Avaya Call Management System High Availability User Guide. For more information on Avaya Contact Recorder, see Avaya Contact Recorder Release Planning, Installation and Administration Guide. Geographic Redundancy in Communication Manager Server configuration worksheets Collect the following network settings, network configuration, duplication parameters, and add login information before configuring the main server and each survivable core server. For more information about installation and configuration steps, see Deploying Avaya Aura Communication Manager. After the survivable core server is configured it attempts to register with the main server. If the survivable core server is unable to register with the main server within 10 minutes after being configured, an alarm is generated. The survivable core server continues its attempt to register with the main server until registration is successful. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 390

391 Geographic Redundancy in Communication Manager Note: A survivable core server cannot register with the main server until it has been administered. Administration for a survivable core server is done on the main server. For instructions on how to administer the survivable core server, see Survivable core server administration. Note: The survivable core server cannot control an IPSI prior to receiving the initial translation download from the main server. A configured survivable core server automatically receives translations from the main server after it is administered. Network settings Field Value Note Communication Manager virtual machine IP address Communication Manager virtual machine hostname Network configuration settings Field Value Note Hostname Alias hostname Server ID (between 1 and 256) DNS domain Search domain list Primary DNS Secondary DNS (Optional) Tertiary DNS (Optional) Default gateway IP address for IP configuration of eth0 Subnet mask for IP configuration of eth0 Alias IP address for eth0 IP address for IP configuration of eth1 Subnet mask for IP configuration of eth1 Alias IP address for eth1 Duplication parameters Is required only for duplication. You need to specify these parameters only in case of duplication and pertain to the standby server. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 391

392 Redundancy and high-availability Field Value Note Hostname Corporate LAN/PE IP address Duplication IP Server ID (between 1 and 256 and different from that of primary server) PE interchange priority IP address for PE health check Add Login Field Value Note Privileged administrator user ID Privileged administrator password Login shell script Home directory Survivable core server administration Survivable Core Server administration is performed on the SAT of the main server using the Survivable Processor screen. The screen contains seven pages: Administer up to 63 survivable core servers on pages one through five. Administer the port network communities on page six. Administer the no service timer and schedule the Auto Return feature on page seven. In Communication Manager, use the Survivable Processor screen to administer node names for survivable core servers. Pre-requisites for administering a survivable core server on the main server About this task For details of the screen, see the Survivable Processor screen. On the main server, use the following steps to translate each survivable core server. 1. On the main server, type change survivable processor n, where n is the node name of the survivable core server. 2. Administer the required fields for each survivable core server: 3. On page 1 of the Survivable Processor screen, identify survivable remote servers and survivable core servers and control use of the Processor Ethernet interface. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 392

393 Geographic Redundancy in Communication Manager 4. On page 2 of the Survivable Processor screen, administer CMS. If you have a CMS connecting to the Processor Ethernet interface of the server that you identified in page On page 3 of the Survivable Processor screen, administer AES. If you have an AES, a CDR that connects to the Processor Ethernet interface of the survivable remote server or survivable core server that you identified in page one. The system displays page 4 of the Survivable Processor screen only if CDR is administered.. 6. Run the change system-parameters port-networks command to administer the Community Assignments for Port Networks screen and the Port Network Recovery Rules screen. 7. On page 1 of the Community Assignments for Port Networks screen, administer the community assignments for port networks. For more information, see Assigning community for Port Network. 8. On page 1 of the Community Assignments for Port Networks screen, schedule the Auto Return feature and to set the no service timer. Survivable Processor screen For more information about administering the Survivable Processor screen, see Avaya Aura Communication Manager Screen Reference. Administering page one of the Survivable Processor screen About this task The fields and values that display on this screen depend on the Type value. If you are adding a survivable core server, when you change Type to either simplex-ess or duplex-ess, the screen is refreshed. 1. Run the add survivable-processor command to gain access to the Survivable Processor screen. 2. Enter the survivable processor type. The default values are lsp, simplex-ess, or duplexess. 3. Enter the network region in which the Processor Ethernet interface of the survivable remote or core server resides (valid values 1 to 250). 4. Enter the Cluster ID (the Module ID from the Communication Manager license file) for the survivable core server. The Cluster ID corresponds to the Module ID from the license file of the survivable core server. Valid values are 1 through 999 and blank. 5. Displays the name used to identify this server. You can enter node names through the IP Node Names screen. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 393

394 Redundancy and high-availability If the survivable processor is duplicated, there are three node names, one each for the duplicated server pair and one for the server that is active at a given point of time. The IP address of the active server is known as the IP-Alias address. 6. Displays the IP address that corresponds to the node name you entered. There are three IP addresses, one for each node name if the survivable processor is a duplex server. 7. Assign a survivable core server to a community 8. Enter y to allow the Processor Ethernet interface of the survivable core server to be used for H.323 devices such as telephones. If you enter n, the survivable core server Node Name may not display in the Alternate Gatekeeper (Survivable Server) List on the IP Network Regions screen. If you enter y and you administer the survivable core server node name on the IP Network Regions screen, the AGL list for IP endpoints will include the survivable core server Processor Ethernet. When you run the display ip-interface procr command on the survivable core server, the Allow H.323 Endpoints field in that screen displays the value that you enter. 9. Enter y to allow the Processor Ethernet interface of the survivable core server to be used for gateways. When you run the display ip-interface procr command on the survivable core server, the Allow H.248 Gateways field in that screen displays the value that you enter. 10. The Active Server Node Name field is displayed only for duplex servers. The node name entered at the command line is displayed. 11. The Active Server IP Address field is displayed only for duplex servers. The IP address corresponding to the node name entered at the command line is displayed. 12. Server A ID corresponds to the Server ID configured using the Network Configuration page under Server Configuration on the System Management Interface of the survivable core server. The administration on the main server and the configuration on the survivable core server must match for the survivable core server to register to the main server. Valid values are 1 through 256 and blank. 13. For survivable remote server or simplex survivable core server, the node name is displayed in the Server A Node Namefield. For duplex servers, enter the node name for Server A. 14. The IP address corresponding to the node name for Server A is displayed in the Server A IP Address field. 15. For duplex servers, the node name of Server B is displayed in the Server B ID field. 16. For duplex servers, enter the node name for Server B in the Server B Node Name field. 17. For duplex servers, the IP address corresponding to the node name for Server B is displayed in the Server B IP Address field. 18. Community Size field is set to all. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 394

395 Geographic Redundancy in Communication Manager 19. Select the System Preferred option when the goal is to keep as much of the system network intact as possible, allowing one survivable core server to replace the Main server. If this field is set to y, then Local Preferred and Local Only default to n and cannot be changed. If this field is n, then Local Preferred and Local Only can be either y or n. Default is y. 20. Enter the Priority Score for this survivable core server. Valid values are 1 thru 100. Default is Select the Local Preferred option when you want the survivable core server to accept the request for service from IPSIs co-located in the same geographical region, WAN/LAN segment, district, or business unit. Default is n. 22. Select the Local Only option when you want the survivable core server to accept the request for service from an IPSI, only if the IPSIs is located in the same community as the survivable core server. Default is n. Administering page two of Survivable Processor screen About this task Use page two of the Survivable Processor screen if you have a CMS connecting to the Processor Ethernet interface of the server that you identified in page one. If the CMS was administered in the Survivable Processor - Processor Channels screen the system will automatically display on page two of the Survivable Processor screen. You cannot add an adjunct in this screen. The adjunct must be administered in the Survivable Processor - Processor Channels screen first. 1. The Proc Channel field displays the processor channel used for this link when it was administered in the Survivable Processor - Processor Channels screen. 2. Enter one of the following values in the Enable field: Enter n (no) if this processor channel is disabled on the survivable remote server or the survivable core server. Enter I (inherit) if this link is to be inherited by the survivable remote server or survivable core server. You must use the inherit option in the following scenario, where the main server connects to the adjuncts using the main servers Processor Ethernet interface and you want the survivable remote server or survivable core server to connect to the adjunct using their Processor Ethernet interface. Enter o (over-ride) to over-ride the processor channel information sent in the file sync from the main server. The over-ride option causes the near-end (server s end of the link) address of the link to change to a p when the translations are sent from the main server to the survivable remote server or the survivable core server. Generally you would want the over-ride option when an adjunct connects to the main server and you want the adjunct to connect to the survivable remote server or the Processor Ethernet interface of the survivable core server. When you enter o in the Enable field, you can enter the processor-channel information for the survivable remote server or the survivable core server in the remaining fields. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 395

396 Redundancy and high-availability 3. The Appl field identifies the server application type/adjunct connection used on this channel. 4. The Mode field identifies if the IP session is passive (client) or active (server). Valid entries are c for client, s for server, or blank. 5. The Interface Link field identifies the physical link carrying this processor (virtual) channel. Yap in this field indicates that the physical link is the Processor Ethernet interface. 6. For TCP/IP, interface channel numbers are in the range of The value 5001 is recommended for CMS. 7. The Destination Node field identifies the adjunct at the far end of this link. Enter an adjunct name or leave this field blank for services local to this server. 8. The Destination Port field identifies the port number of the destination. The number 0 means any port can be used. Valid entries are 0 and 5000 through In the Session Local and Session Remote field the Local and Remote Session is an integer from 1 to 384. For each connection, the Local Session number on this switch must equal to the Remote Session number on the remote switch and vise versa. It is allowed, and sometimes convenient, to use the same number for the Local and Remote Session numbers for two or more connections. Administering Page three of the Survivable Processor screen About this task Use page three if you have an Application Enablement Services (AES), a CDR that connects to the Processor Ethernet interface of the survivable remote server or survivable core server that you identified in page one, or Survivable CDR. If the AES or the CDR is administered on the IP Services screen, the system automatically displays on page three of the Survivable Processor screen. You cannot add an adjunct using this screen. The adjunct must be administered in the ipservices screen first. Note: For more information on Survivable CDR, see Survivable CDR. For more information on how to administer Survivable CDR, see Avaya Aura Communication Manager Feature Description and Implementation. 1. The Service Type field identifies the server application type/adjunct connection used on this channel. Valid entries include the following: CDR1, CDR2, and AESVCS. 2. Enter one of the following values in the Enabled field: Enter n (no) if this ip-services link is disabled on the survivable remote server or the survivable core server. Enter i (inherit) if this link is to be inherited by the survivable remote server or survivable core server. Generally you would use the inherit option in the following scenario, where October 2018 Deploying Partner Cloud Powered by Avaya xcaas 396

397 Geographic Redundancy in Communication Manager the main server connects to the adjuncts using the main servers Processor Ethernet interface and you want the survivable remote server or survivable core server to connect to the adjunct using their Processor Ethernet interface. Enter o (over-ride) to over-ride the processor channel information sent in the file sync from the main server. The over-ride option causes the near-end (servers end of the link) address of the link to change to p when the translations are sent from the main server to the survivable remote server or the survivable core server. Generally you would want the over-ride Enter y to enable Survivable CDR for this survivable remote server or survivable core server. When the Service Type field is set to CDR1 or CDR2 and the Store to Dsk field is set to y, all CDR data for the specific survivable remote server or survivable core server being administered will be sent to the hard disk rather than output to an IP link. Survivable remote server or survivable core server will only store CDR records to hard disk when the survivable remote server or survivable core server is controlling a gateway or port network. 3. The Local Node field contains the node name as defined on the Node Names screen. 4. The Local Port field contains the originating port number. For client applications such as CDR, this field defaults to The Remote Node field specifies the name at the far end of the link for the CDR. The remote node should not be defined as a link on the IP Interfaceor Data Module screen. The Remote Node field does not apply for AESs. 6. The Remote Port field specifies the port number of the destination. Valid entries range from 5000 to for CDR or AESs. The remote port number must match the port administered on the CDR or AESs server. Note: There can only be one AESs entered for each Processor Ethernet interface. Note: The System-Parameters CDR screen is removed on the survivable remote server or the translations of the survivable core server when no is entered in the Enabled field on the page three of the Survivable Processor screen. Administering Page four of the Survivable Processor screen About this task The system displays this page only if CDR is administered on page three. Use page four to enter the session layer timers for the CDR. You can enter information in the fields on page four only if you set the Enabled field on page three to o (over-ride). If the Enabled field on page three is set to either n or i the fields on page four are display-only. 1. The Service Type field displays the service type. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 397

398 Redundancy and high-availability 2. The Reliable Protocol field is used to indicate whether you want to use a reliable protocol over this link. Valid entries include y or n. 3. Enter the number of seconds, from 1 to 255, that the system will wait to send another packet from the time a packet is sent until a response or acknowledgement is received from the far end. 4. Enter the number of times Communication Manager tries to establish a connection with the far-end adjunct. Valid entries are from 1 to Enter the amount of seconds that the link can be idle before Communication Manager sends a connectivity message to ensure the link is still up. 6. The Session Protocol Data Unit counter indicates the number of times Communication Manager transmits a unit of protocol data before generating an error. 7. Enter the amount of time, from 1 to 255 seconds, that the link can be idle before Communication Manager sends a connectivity message to ensure the link is still up. Checking the administration on the main server 1. Type the status ess clusters command, and verify the following: a. The Cluster ID field for the main server is always 1. b. The Active Server ID field is the Server ID that was entered for this server in the Set Server Identities web page during configuration. For duplex servers, the Active Server ID is active for the pair of servers. c. The Registered field is y. If there is n in this column, the survivable core server is not registered and no data will display in the Translation Updated or Software Version columns. It may take several minutes for the survivable core server to register to the main server. For more information about how to troubleshoot the survivable core server registration, see Troubleshooting. The Translations Updated column: For Cluster ID 1 (the main server): The Translations Updated column correlates with the time of the last successful save translation command. For all other Cluster IDs: The Translations Updated column correlates with the date and time of the last successful translation download from the main server. The Software Version field indicates later versions of Communication Manager. For an example of the output of the status ess clusters command, see the following figure. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 398

399 Geographic Redundancy in Communication Manager Figure 7: ESS Cluster information Note: The survivable core server software version will not appear until the survivable core server registers with the main server for the first time. 2. Type the display survivable processor node name command, and verify that the screen displays the values that you administered. For an example of the output of the display survivable processor command, see the following figure. Figure 8: survivable Processor screen 3. Type the status ess port-networks command, verify the following: All port networks are shown. This report may span several pages. All port networks come into service as indicated in the Port Ntwk Ste column. For an example of the output of the status ess port-networks command, see the following figure. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 399

400 Redundancy and high-availability Figure 9: status ess port-networks Geographic Redundancy in System Manager Key tasks for Geographic Redundancy Prerequisites Ensure that the two System Manager servers meet the requirements that are defined in Prerequisites for servers in the Geographic Redundancy setup. Key tasks Only the system administrator can perform Geographic Redundancy-related operations. Configure Geographic Redundancy. Configure Geographic Redundancy to handle the situation when the primary System Manager server fails or when the managed element loses connectivity to the primary System Manager server. Important: During the configuration of Geographic Redundancy, the primary System Manager replicates the data between the primary and the secondary System Manager servers. Therefore, ensure that the system maintenance activities such as backup, restore, and shutdown are not in progress. Enable the Geographic Redundancy replication between the two servers. Enable the replication in the following scenarios: - After you configure the two standalone System Manager servers for Geographic Redundancy, you must enable the Geographic Redundancy replication between the two servers to ensure that the secondary System Manager server contains the latest copy of the data from the primary System Manager server. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 400

401 Geographic Redundancy in System Manager - During the system maintenance or upgrades, Geographic Redundancy replication must be disabled. After maintenance activity is complete, you must enable Geographic Redundancy replication if it was manually or automatically disabled due to the maintenance activity. Note: If the heartbeat between the two System Manager servers in which the Geographic Redundancy replication is enabled stops due to network connectivity failure or the server failure, the system automatically disables the Geographic Redundancy replication within a preconfigured time. The default is 5 minutes. If the primary and secondary System Manager servers are running and if the network connectivity between the two servers fails, the system triggers auto-disable on both servers. If one of the two servers becomes nonoperational, the system triggers auto-disable on the server that is operational. - After the primary System Manager server recovers from failure. Important: During the bulk activities such as import, export, and full synchronization of Communication Manager, the system might disable the Geographic Redundancy replication for reasons, such as the size of the data involved in the bulk activity and the bandwidth between the primary and the secondary System Manager server. After you complete the bulk activity, enable the Geographic Redundancy replication if the replication is disabled. Disable the Geographic Redundancy replication between the two servers. Disable the Geographic Redundancy replication before you start the maintenance activities such as upgrades, installation of software patches or hot fixes. If the primary and the secondary System Manager servers disconnect from each other for more than the threshold period, the system automatically disables the Geographic Redundancy replication. The default threshold period is 5 minutes. Activate the secondary System Manager server. Activate the secondary System Manager server in the following scenarios: - The primary System Manager becomes nonoperational. - The enterprise network splits. Deactivate the secondary System Manager server. Deactivate the secondary System Manager server in the following situations: - The primary System Manager server becomes available. - The element network restores from the split. Restore the primary System Manager server. After you activate the secondary System Manager server, to return to the active-standby mode, you must restore the primary System Manager server. You can choose to restore from the primary System Manager or the secondary System Manager server. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 401

402 Redundancy and high-availability Note: The system does not merge the data from the primary and secondary server. Reconfigure Geographic Redundancy. You can reconfigure Geographic Redundancy when the secondary System Manager is in the standby mode or active mode. The reconfiguration process copies the data from the primary System Manager server to the secondary System Manager server. Convert the primary System Manager server to the standalone server. Perform this procedure to convert the primary System Manager server in the Geographic Redundancy-enabled system to a standalone server or if you have to configure a new secondary server. For detailed instructions to complete each task, see the appropriate section in this document. Configuring Geographic Redundancy Before you begin For the new installation of System Manager, ensure that you change the default password for the system administrator user. Ensure that you change CLI passwords on primary and secondary System Manager servers. 60 days after the System Manager CLI password expires, Geographic Redundancy becomes nonoperational. You must set a new password on primary and secondary System Manager servers for Geographic Redundancy to become operational again. Ensure that the two System Manager servers meet the requirements that are defined in Prerequisites for servers in the Geographic Redundancy setup. About this task For resiliency, from the pair of standalone System Manager servers, you can configure Geographic Redundancy. Important: During the configuration of Geographic Redundancy, the primary System Manager replicates the data between the primary and the secondary System Manager servers. Therefore, ensure that the system maintenance activities such as backup, restore, and shutdown are not in progress. After the Geographic Redundancy configuration is complete, the credentials used for logging in to the secondary System Manager becomes identical to the login credentials of the primary System Manager. 1. Log on to the System Manager web console of the standalone server that you require to designate as the secondary server and perform the following: a. On the System Manager web console, click Services > Geographic Redundancy. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 402

403 Geographic Redundancy in System Manager b. Click Configure. c. In the dialog box, provide the details of the primary System Manager server in the following fields: Primary Server Username Enter the system administrator user name that you use to log on to the primary System Manager server. Primary Server Password Enter the system administrator password that you use to log on to the primary System Manager server. Primary Server IP Primary Server FQDN d. Click OK. The configuration process takes about 30 minutes. However, the duration might vary depending on the size of the data on the primary System Manager server, Note: Because the server becomes unavailable, you cannot gain access to the web console. Wait until the process is complete before you continue with the next step. The server that you configured becomes the secondary server and the other standalone server becomes the primary System Manager server. 2. To view the status of the Geographic Redundancy configuration during the restart of the two application servers, perform one of the following: Log on to the web console of the primary System Manager server and perform the following: a. On the System Manager web console, click Services > Geographic Redundancy. b. Refresh the GR Health page. If Enable is available, the configuration is complete. Note: Log off and log on to the primary System Manager server to view the updated status of Geographic Redundancy health. Log in to the secondary System Manager server as system administrator by using the command line interface and perform the following: a. Type tail f /home/ucmdeploy/quantum/autoreconfig.log. The system displays the progress during the restart of the two application servers. When the second application server restart completes, the system displays the following messages: SMGR :: operationstatus=success October 2018 Deploying Partner Cloud Powered by Avaya xcaas 403

404 Redundancy and high-availability Next steps SMGR :: Quantum has been successfully configured as a secondary. On the web console of the primary System Manager server, enable the Geographic Redundancy replication. Enabling the Geographic Redundancy replication Enable the Geographic Redundancy replication between the two servers to ensure that the data gets continuously replicated between the primary and secondary System Manager servers. Before you begin Log on to the System Manager web console of the primary server. Ensure that CLI passwords on primary and secondary System Manager servers do not expire. 60 days after the System Manager CLI password expires, Geographic Redundancy becomes nonoperational. You must set a new password on primary and secondary System Manager servers for Geographic Redundancy to become operational again. About this task Important: During the configuration of Geographic Redundancy, the primary System Manager replicates the data between the primary and the secondary System Manager servers. Therefore, ensure that the system maintenance activities such as backup, restore, and shutdown are not in progress. 1. On the System Manager web console, click Services > Geographic Redundancy. 2. Click Enable Replication. The system displays the progress information in the Enable GR Status section. Note: Because the server becomes unavailable, you cannot gain access to the web console. Wait until the process is complete before you continue with the next step. If the enabling process is successful, the system displays the Geographic Redundancy replication status as Enabled. If the process fails, the system displays an error message with the replication status as Failed on the primary the System Manager web console. The primary server remains in the failed state while the secondary server rolls back to the previous state. Verify if the system has raised an alarm for a temporary network connectivity failure. Retry when the network connectivity is restored. If the problem persists, contact Avaya service personnel. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 404

405 Geographic Redundancy in System Manager Activating the secondary System Manager server About this task When you activate the secondary System Manager server, the system stops replicating the data from the primary System Manager server to the secondary System Manager server. During activation, you cannot gain access to the web console of the secondary System Manager server for some time. In the same browser instance, do not open the primary and secondary System Manager server in different tabs. The system might display an unknown error after the activation, deactivation, or recovery is complete. You can ignore this error message. Before you begin Log on to the System Manager web console of the secondary server. 1. On the System Manager web console, click Services > Geographic Redundancy. 2. Click Activate Secondary Server. The system displays the Geographic Redundancy (GR) Health Current status dialog box. 3. In the Select the reason for activation, choose one of the following options: Primary Down: When the primary System Manager server becomes nonoperational, the server hardware is faulty and unusable or the application server fails to recover. Network Split: When the enterprise network splits and servers fail to communicate with each other. Maintenance: When the maintenance activities such as backup, restore, upgrade, and shutdown are in progress. Other: Any other reason where the primary System Manager server becomes unusable and needs the secondary System Manager server to become operational. 4. Click Yes. The system displays the initialization of the activation process. 5. Click Yes. The activation process takes about minutes to complete. If the activation process fails, the system displays an error message on the secondary System Manager web console and rolls back to the previous state. If the activation process is successful, the secondary System Manager server changes to the active mode and provides complete System Manager functionality. Because the server becomes unavailable, you cannot gain access to the web console. Wait until the process is complete before you continue with the next step. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 405

406 Redundancy and high-availability Restoring the primary System Manager server Before you begin Log on to the System Manager web console of the primary server. About this task You can restore the data when the secondary System Manager server is active or in the standby mode. However, for minimum system nonfunctional time during data restoration or an emergency or both, you can restore the data when the secondary System Manager server is active. Important: After you restore the system with the secondary System Manager data, if you want to revert to the primary System Manager data, you can restore to the primary System Manager data using the procedure in Step 4. However, you must restore to the primary System Manager data, before you enable the Geographic Redundancy replication. After you enable the Geographic Redundancy replication, you cannot restore to the primary System Manager server data. 1. On the System Manager web console, click Services > Geographic Redundancy. 2. Click Restore Data. 3. On the Restore GR dialog box, select a server whose data you want to retain: Primary Server The system keeps the primary System Manager server data. The data on the secondary System Manager server is lost. Select the secondary System Manager server if the secondary System Manager server data changes significantly during the interval between activation and deactivation and the administrator wants to retain those changes even after restoring the data using Restore Data. Secondary Server The system restores the data from the secondary server on the primary System Manager server. the System Manager web console is unavailable for some time. The time that the system takes to restore depends on the network speed and the size of the data that the system must restore. After the system recovery, select the secondary System Manager server if the secondary System Manager server data changes significantly during the interval between the system recovery and the deactivation and if you want to retain the changes from the secondary System Manager server after restoring the data by using Restore Data. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 406

407 Geographic Redundancy in System Manager The system displays the Restore Status dialog box. The system displays the restore operation status and the status of the primary and the secondary System Manager server. Important: After you restore the data, all changes that you make on the secondary System Manager server that is active will not be available on the primary System Manager server. 4. If you later decide to revert to the database of the primary System Manager server, perform the following steps after the restore is complete: a. Using the command line interface, log in to System Manager of the primary server with administrator privilege CLI user credentials. b. Change to the $MGMT_HOME/geo/bin directory. c. Type sh backupandrestore.sh recovery secondaryip secondaryfqdn. When the script completes, System Manager restarts and contains the data from the primary System Manager server that was available before you restored with the secondary System Manager data. Note: To restore with the secondary System Manager server data again, activate and deactivate the secondary System Manager server. Because the server becomes unavailable, you cannot gain access to the web console. Wait until the process is complete before you continue with the next step. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 407

408 Redundancy and high-availability Next steps Verify the data and deactivate the secondary System Manager server if the server is active during the restoration process. Enable the Geographic Redundancy replication to synchronize the primary and secondary System Manager servers. Reconfiguring Geographic Redundancy Before you begin Ensure that the two System Manager servers meet the requirements that are defined in Prerequisites for servers in the Geographic Redundancy setup. Log on to System Manager web console of the secondary server. About this task For resiliency, from the pair of standalone System Manager servers, you can configure Geographic Redundancy. Important: During the configuration of Geographic Redundancy, the primary System Manager replicates the data between the primary and the secondary System Manager servers. Therefore, ensure that the system maintenance activities such as backup, restore, and shutdown are not in progress. 1. On the System Manager web console, click Services > Geographic Redundancy. 2. Click Reconfigure. 3. In the dialog box, provide the details of the primary System Manager server in the following fields: Primary Server Username Enter the admin user name that you use to log on to the primary System Manager Web console. Primary Server Password Enter the admin password that you use to log on to the primary System Manager Web console. Primary Server IP Primary Server FQDN 4. Click OK. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 408

409 Geographic Redundancy in System Manager Note: Because the server becomes unavailable, you cannot gain access to the web console. Wait until the process is complete before you continue with the next step. The server that you configured becomes the secondary server and the other standalone server becomes the primary System Manager server. 5. To view the status of the Geographic Redundancy configuration during the restart of the two application servers, perform one of the following: Next steps Log on to the web console of the primary System Manager server and perform the following: a. On the System Manager web console, click Services > Geographic Redundancy. b. Refresh the GR Health page. If Enable is available, the configuration is complete. Note: Log off and log on to the primary System Manager server to view the updated status of Geographic Redundancy health. Log in to the secondary System Manager server as system administrator by using the command line interface and perform the following: a. Type tail f /home/ucmdeploy/quantum/autoreconfig.log. The system displays the progress during the restart of the two application servers. When the second application server restart completes, the system displays the following messages: SMGR :: operationstatus=success SMGR :: Quantum has been successfully configured as a secondary. On the primary the System Manager Web console, enable the Geographic Redundancy replication. Geographic Redundancy field descriptions The Geographic Redundancy and the GR Health pages remain blank on a standalone server or until you configure a secondary System Manager. Primary Server Details The system displays the IP address and the FQDN of the primary System Manager server. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 409

410 Redundancy and high-availability Name Convert to Standalone Configure Reconfigure Description Converts to a standalone server. The system displays the Convert to Standalone button only when the replication is disabled. Configures Geographic Redundancy. The system displays the Configure button only on the standalone System Manager server. Configures Geographic Redundancy. The system displays the Reconfigure button only on the secondary System Manager server. Secondary Server Configured You can use the Enable Replication, Disable Replication, and Restore Data buttons only from the primary System Manager server. Button Enable Replication Disable Replication Restore Data Field name IP FQDN Replication Status Description Continuously replicates the data between the primary and the secondary System Manager server. The system displays the Enable Replication button after the following events: State of Geographic Redundancy is Disable. Geographic Redundancy configuration. Restoration of the primary Geographic Redundancy server is complete. Stops replicating the data between the primary and the secondary System Manager server. The system displays the Disable Replication button when the state of Geographic Redundancy is Enable. Recovers the server after the failback. The system displays the Restore Data button when the secondary System Manager server is deactivated. Description Displays the IP address of the secondary System Manager server. Displays FQDN of the secondary System Manager server. Displays the status of replication. The values are Disabled and Enabled. Table continues October 2018 Deploying Partner Cloud Powered by Avaya xcaas 410

411 Geographic Redundancy in Session Manager Field name Last Action Last Action Status Description Displays the last action that you performed on the secondary System Manager server. Displays the status of the last action that you performed on the secondary System Manager server. Geographic Redundancy in Session Manager Setting up a Geographic Redundancy enabled system Before you begin Ensure that the installed primary and the secondary System Manager servers: Contain the same hardware. Satisfy the following requirements: - Must have the same hardware configuration. - Must contain the same version of the System Manager software that includes the template, the software packs, and the patches. - Must be able to communicate with each other over the network. - Must have synchronized network time. The high-level steps for setting up the Geographic Redundancy-enabled system are as follows: 1. Install the primary System Manager with the release 7.1 software or upgrade the System Manager server to the release Install the System Manager 7.1 software version on the secondary System Manager. 3. Configure the two System Managers for the Geographic Redundancy operation. For more information, see Configuring Geographic Redundancy in Administering Avaya Aura System Manager. 4. Enable the replication of the primary System Manager data to the secondary System Manager. For more information, see Enabling the Geographic Redundancy replication in Administering Avaya Aura System Manager. 5. Conduct the system verification tests to verify the Geographic Redundancy-enabled system. For more information, see System Verification Tests. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 411

412 Redundancy and high-availability Upgrade to a Geographic Redundancy-enabled system About this task The two basic ways to upgrade an Avaya Aura solution to a Geographic Redundancy-enabled system, where System Manager is geographically redundant, are: Simultaneous element upgrade method Selected element upgrade method Performing system verification tests About this task Use this procedure to verify that a Geographic Redundancy-enabled systems is operating correctly in a sunny day scenario. 1. Check the Geographic Redundancy status of the system. a. Go to the Geographic Redundancy web page of the primary System Manager. b. Verify the expected configuration settings. c. To view the Geographic Redundancy condition, go to the Geographic Redundancy > GR Health web page of the primary System Manager. 2. Go to the Session Manager Dashboard web page. 3. Verify the status for each Session Manager and Branch Session Manager. 4. (Optional) Run the System Manager and Session Manager maintenance tests from the primary System Manager. Go to the Session Manager > System Status > Maintenance Tests web page and run the tests. Geographic Redundancy in Experience Portal License management Use Web License Manager (WebLM) to manage the licensing of Experience Portal. WebLM is an integral part of the Experience Portal system that is available on the EPM server, and provides licenses to EPM. WebLM that resides on the EPM server is also referred to as Local WebLM. In most small setups of Experience Portal systems, the license is installed on the Local WebLM. An Enterprise or Master WebLM is used in a system that requires redundancy through a WebLM that is installed on a separate server. Enterprise WebLM allocates licenses to WebLM that resides on October 2018 Deploying Partner Cloud Powered by Avaya xcaas 412

413 Geographic Redundancy in Experience Portal EPM. The location of Enterprise WebLM is critical to the facility of moving a license from one site to another in the event of a failure. Local Experience Portal redundancy To ensure that the local Experience Portal setup has redundancy for all server components, you must implement additional hardware while configuring Experience Portal. Install a load balancer and additional application servers to provide redundancy for the application server. Ensure that the load balancer is also redundant. To achieve this redundancy, you must install a highly available solution that utilizes a virtual IP address. To provide redundancy for the speech servers, install additional speech servers. The objective is to provide redundancy when a hardware failure occurs. Experience Portal redundancy does not provide redundancy in the event of a network infrastructure failure. October 2018 Deploying Partner Cloud Powered by Avaya xcaas 413

414 Redundancy and high-availability Disaster Recovery site A common configuration is to provide a second site with an Avaya Aura Experience Portal setup that is used when the first site incurs a major system outage. The Disaster Recovery (DR) site mirrors the functionality of the primary site. Often, the primary site might be built to have redundant speech and application servers, while the DR site is not built for this purpose. The following figure depicts the DR site with an Experience Portal setup that has redundant speech and application servers. The DR site can be configured in two ways: active-passive and active-active. Related links Active-Passive multi-site configuration on page 414 Active-Active multi-site configuration on page 415 Active-Passive multi-site configuration In the active-passive scenario, the DR site is typically not in service and the licenses are shared with the production site. In order to be able to share the Experience Portal licenses between sites, an Enterprise WebLM server must be installed. The following figure depicts a setup that is fully redundant on both the sites with the Enterprise WebLM installed on the backup site. The October 2018 Deploying Partner Cloud Powered by Avaya xcaas 414