Avaya Operational Analyst Installation Planning and Prerequisites

Transcription

1 Avaya Operational Analyst Installation Planning and Prerequisites Release 7.3.x Issue 3 February 2017

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4 Contents Purpose Intended audience Document changes since last issue Related resources Documentation Finding documents on the Avaya Support website Training Viewing Avaya Mentor videos Support Avaya OA server system configurations Determining system size and configuration Database and server system considerations General considerations Historical database considerations Historical server considerations Report server considerations Real-time server considerations Avaya IC considerations Avaya Business Advocate considerations Avaya CMS considerations Minimum hardware requirements on the client system Server system hardware sizing RAID configurations for server systems About the supported versions Client software requirements Supported Desktop Operating Systems Supported Web browser Java Runtime Environment for server Java Runtime Environment for client (OA Reporting) Database Client Server software requirements Supported Server Operating Systems Supported Databases Supported Web Browsers Software required for the historical database and Historical subsystem servers. 37 Historical subsystem coresident with the historical database Historical subsystem not coresident with the historical database Software required for Real-time servers Software required for Basic Report and Tabular Report servers Installation Planning and Prerequisites February

5 Contents Software required for Advanced Report servers Software required for Source-CMS collection subsystem Software required for Source-EC (Event Collector) collection subsystem Software required for Source-EC Bridge (Event Collector Bridge) collection subsystem 43 Supported database management systems Product interoperability Interoperability with Interaction Center Interoperability with Call Management System - Solaris SPARC Interoperability with Call Management System - RHEL Software considerations General requirements for all operating systems Windows Server 2008 and Windows Server 2012 requirements Solaris requirements RHEL requirements AIX requirements Partitioning Swap space Web server software Windows Server 2008 and Windows Server Solaris AIX Historical database software Microsoft SQL Server Oracle IBM DB Cognos software TimesTen software Java Run-time Environment VMWare Virus scan software Call Management Systems (CMS) - Solaris SPARC Call Management System (CMS) - RHEL Active Directory Other software considerations Networking Security Filegroup and tablespace sizing Common filegroups or tablespaces (required with OA) CMS filegroups or tablespaces (required with CMS tables) Avaya IC filegroups or tablespaces (required with Avaya IC tables) Installation Planning and Prerequisites February 2017

6 Database configurations Sample historical database layout Installing Microsoft SQL Server on Windows Designating an alternate DBA user during OA installation Selecting a database configuration Avaya OA with Avaya IC or CMS and a backend database Avaya OA with Avaya IC or CMS and a coresident database Installing SQL Server database Installing the SQL Server client Configuring SQL Server Creating an SQL Server backend database Creating an IC database user for Windows SQL site Installing the Oracle database on Windows Designating an alternate DBA user during OA installation Selecting a database configuration Avaya OA with Avaya IC or CMS and a backend database Avaya OA with Avaya IC or CMS and a coresident database Required patches for an Oracle database Installing the Oracle database on Windows Configuring an Oracle database instance on Windows Creating Avaya OA tablespaces on Windows Installing the Oracle database 32-bit client application on Windows Configuring Oracle for DBA management on Windows Configuring the OA Historical database instance on Oracle Revoking UNLIMITED TABLESPACE privileges for OA database user Revoking ANALYZE ANY system privileges for the OA database user Removing ANALYZE TABLES from DBCheck Creating private synonyms for Oracle on Windows Prerequisites Create the private synonym user Create private synonym objects Update OA to recognize the private synonym user Troubleshooting failed database access Delete generated SQL files Troubleshooting the private synonym procedure Installing the Oracle database on Solaris Designating an alternate DBA user during OA installation Selecting a database configuration Avaya OA with Avaya IC or CMS and a back-end database Avaya OA with Avaya IC or CMS and a coresident database Installation Planning and Prerequisites February

7 Contents Required patches for an Oracle database Installing the Oracle database on Solaris Configuring an Oracle database instance on Solaris Creating Avaya OA tablespaces on Solaris Installing the Oracle database client application on Solaris Configuring Oracle for DBA management on Solaris Configuring the OA Historical database instance on Oracle Revoking UNLIMITED TABLESPACE privileges for OA database user Revoking ANALYZE ANY system privileges for the OA database user Removing ANALYZE TABLES from DBCheck Creating private synonyms for Oracle on Solaris Prerequisites Create the private synonym user Create private synonym objects Update OA to recognize the private synonym user Troubleshooting failed database access Delete generated SQL files Troubleshooting the private synonym procedure Installing DB2 on AIX Designating an alternate DBA user during OA installation Selecting a database configuration Avaya OA with Avaya IC or CMS and a back-end database Avaya OA with Avaya IC or CMS and a coresident database Installing DB2 software and creating the database instance on AIX Preparing for installation Installing the database server software Setting the DB2 registry values and environment Configuring the database tunables Manual configuration of Avaya OA tablespaces and bufferpools on DB Making changes on a Windows server Creating user IDs and group IDs on Windows servers Configuring locale settings on Windows for OA 7.3 upto Configuring locale settings on Windows for OA and later For Microsoft Windows For Microsoft Windows 8.1 and Making changes on a Solaris SPARC and RHEL server Creating user IDs and group IDs - Solaris SPARC servers Creating user IDs and group IDs - RHEL Configuring locale settings in Solaris Configuring Real-time subsystem parameters Installation Planning and Prerequisites February 2017

8 Configuring semaphores Configuring message logging Making changes on an AIX server Creating user IDs and group IDs on AIX servers Configuring locale settings in AIX Configuring message logging VMWare support VMware vsphere Host considerations Hardware-Assisted Virtualization Hardware-Assisted CPU Virtualization (Intel VT-x and AMD AMD-V) Hardware-Assisted MMU Virtualization (Intel EPT and AMD RVI) Storage Area Network (SAN) Disk drive provisioning VMware Operational Analyst Guest Operating Systems Overview of commissioning Operational Analyst with VMware Performance monitoring and management Memory Reservations VMware Snapshot considerations Time synchronization considerations Troubleshooting VMware An explanation of time synchronization Need for time synchronization Customer prerequisites Service requirements Recommendations Configuration tips for Windows Time Service Synchronization period Synchronizing to the Windows domain hierarchy Synchronizing to an NTP server Configuration tips for Tardis time synchronization on Windows Configuration tips for NTPD time synchronization on Solaris Setting up an NTP infrastructure NTP Security Configuration tips for NTPD time synchronization on RHEL Setting up an NTP infrastructure NTP Security Configuration tips for NTPD time synchronization on AIX Enabling TCP/IP networking Verifying DNS Resolution Installation Planning and Prerequisites February

9 Contents Verifying DNS Resolution in Windows Verifying DNS Resolution on Solaris Verifying DNS Resolution on RHEL Verifying DNS resolution on AIX Troubleshooting an Unresolved DNS Entry Glossary Index Installation Planning and Prerequisites February 2017

10 Chapter 1: Introduction Purpose The purpose of this guide is to provide detailed information about the setup and configuration of the servers on which you install Avaya Operational Analyst Release 7.3.x. Follow the information provided in this guide to configure the servers where Avaya Operational Analyst can run efficiently. Intended audience This guide is intended for personnel that make contact center reporting planning and buying decisions for the customer. Other audiences include: database administrators, system administrators, and other members of the system implementation team. Document changes since last issue The following section has been modified since the last issue of this document: Product interoperability on page 44 Interoperability with Call Management System - Solaris SPARC on page 45 Interoperability with Call Management System - RHEL on page 45 Software considerations on page 45 Call Management Systems (CMS) - Solaris SPARC on page 52 Call Management System (CMS) - RHEL on page 54 Making changes on a Solaris SPARC and RHEL server on page 114 Creating user IDs and group IDs - Solaris SPARC servers on page 115 Creating user IDs and group IDs - RHEL on page 116 Configuration tips for NTPD time synchronization on RHEL on page 142 Verifying DNS Resolution on RHEL on page 149 Avaya OA server system configurations on page 16 Installation Planning and Prerequisites February

11 Chapter 1: Introduction Cognos software on page Installation Planning and Prerequisites February 2017

12 Related resources Related resources Documentation See the following related documents at Title Description Audience Avaya Operational Analyst Release 7.3 What s New in Operational Analyst This document describes tested Interaction Center (IC) and Operational Analyst(OA) characteristics and capabilities, including feature descriptions, interoperability, performance specifications, and security and licensing requirements. Customers Administrators Business partners Finding documents on the Avaya Support website Use this procedure to find product documentation on the Avaya Support website. 1. Use a browser to navigate to the Avaya Support website at 2. At the top of the screen, enter your username and password and click Login. 3. Click Documents. 4. In the Enter your Product Here search box, type the product name and then select the product from the drop-down list. 5. If there is more than one release, select the appropriate release number from the Choose Release drop-down list. 6. Use the Content Type filter on the left to select the type of document you are looking for, or click Select All to see a list of all available documents. For example, if you are looking for user guides, select User Guides in the Content Type filter. Only documents in the selected category will appear in the list of documents. 7. Click Enter. Installation Planning and Prerequisites February

13 Chapter 1: Introduction Training The following courses are available on the Avaya Learning website at In the Search field, enter the course code, and click Go to search for the course. Course Code Course Title ATC01175WEN IC and OA Overview ATC01176IEN Interaction Center Administration and Configuration AUCC The Basics of Operational Analyst Part 1. AUCC The Basics of Operational Analyst Part 2. ATC01171IEN Operational Analyst Planning and Implementation. Viewing Avaya Mentor videos Avaya Mentor videos provide technical content on how to install, configure, and troubleshoot Avaya products. Videos are available on the Avaya Support website, listed under the video document type, and on the Avaya-run channel on YouTube. To find videos on the Avaya Support website, go to and perform one of the following actions: - In Search, type Avaya Mentor Videos to see a list of the available videos. - In Search, type the product name. On the Search Results page, select Video in the Content Type column on the left. To find the Avaya Mentor videos on YouTube, go to and perform one of the following actions: - Enter a key word or key words in the Search Channel to search for a specific product or topic. - Scroll down Playlists, and click the name of a topic to see the available list of videos posted on the website. Videos are not available for all products. 13 Installation Planning and Prerequisites February 2017

14 Support Support Go to the Avaya Support website at for the most up-to-date documentation, product notices, and knowledge articles. You can also search for release notes, downloads, and resolutions to issues. Use the online service request system to create a service request. Chat with live agents to get answers to questions, or request an agent to connect you to a support team if an issue requires additional expertise. Installation Planning and Prerequisites February

15 Chapter 1: Introduction 15 Installation Planning and Prerequisites February 2017

16 Chapter 2: Server and database planning Avaya OA is scalable to a wide range of work load specifications. Determine specific hardware sizing and installation procedures with assistance from your Avaya planning and installation support representative. The Avaya OA software can run on a single server system only for telephony applications in a small configuration, not recommended for a production system. The Avaya OA software can be distributed across multiple server systems in larger configurations recommended configuration. This section contains the following: Avaya OA server system configurations on page 16 Determining system size and configuration on page 20 Database and server system considerations on page 21 Avaya OA server system configurations Avaya OA consists of sets of subsystems and client software that are deployed on one or more systems such as servers and client PCs. A number of supported configurations for the OA system are present. The supported configurations range from all subsystems and client software, except Avaya CMS, coresident on a single system, to separate systems for each subsystem and client software. Because Avaya IC and OA support multisite configurations, some of the subsystems and client software are deployed in multiple instances to support the multiple sites. The configurations shown in this section are typical examples and do not show all possible configurations. Important:! Important: A single-system configuration installed with Avaya IC subsystems, Avaya OA subsystems, and the historical database must never be used for a production system. However, in some circumstances, it might be enough for a test installation.avaya recommends that you have a minimum configuration of three server systems. One to install Avaya IC subsystems, one to install Avaya OA subsystems, and one for the historical database. The diagrams in this section focus on Avaya OA servers, not Avaya IC servers. For more detailed configurations for Avaya IC servers, see Avaya Interaction Center Release 7.3.x Installation Planning and Prerequisites. The following figure shows a multisite configuration with three OA server systems which are as follows: Installation Planning and Prerequisites February

17 Chapter 2: Server and database planning A dedicated, back-end historical database server system, and two Avaya IC server systems, an actual configuration can show several more IC server systems. Avaya OA server Event Collector Subsystem OA Real-time Subsystem ORB Server Site #1 Avaya IC Server ADU servers ORB Server Business Advocate Event Collector Bridge Subsystem Database server Avaya OA server OA Historical Subsystem Administrator Desktop Web Browser Repository OA Report Subsystem OA Advanced Report Subsystem OA Administration Client Avaya OA server Event Collector Subsystem OA Real-time Subsystem ORB Server Site #2 Avaya IC Server ADU servers ORB Server Reporting Desktop Web Browser OA Report Client Important:! Important: Advanced Reports are End of Sale (EoS) and End of Manufacturing Support. For more details, see the EoS notification at Content present in this document pertaining to 'Advanced Reports' is kept for reference purpose for those who have implemented advanced reports prior to EoS and must not be referenced for any deployments post EoS. The following figure shows a single-site configuration with two Avaya OA server systems which are as follows: 17 Installation Planning and Prerequisites February 2017

18 Avaya OA server system configurations A dedicated, back-end, historical database server system, and an IC server system, an actual configuration must show several more IC server systems. Database server Repository Avaya OA server OA Historical Subsystem OA Report Subsystem OA Advanced Report Subsystem Administrator Desktop Web Browser OA Administration Client Avaya OA server Event Collector Subsystem OA Real-time Subsystem ORB Server Avaya IC Server ADU servers ORB Server Reporting Desktop Web Browser OA Report Client The following figure shows a multisite configuration with four OA server systems which are as follows: Installation Planning and Prerequisites February

19 Chapter 2: Server and database planning One system dedicated for Cognos Advanced Reports, two CMS server systems, a dedicated, back-end historical database server system. Also two Avaya IC server systems, an actual configuration can show several more IC server systems. Site #1 Avaya IC Server ADU servers ORB Server Business Advocate Event Collector Bridge Subsystem Avaya OA server Event Collector Subsystem OA Real-time Subsystem ORB Server Avaya CMS Server #1 CMS Source-CMS Data Collection Avaya CMS Server #2 CMS Source-CMS Data Collection Avaya OA server OA Advanced Report Subsystem Database server Repository Avaya OA server OA Historical Subsystem OA Report Subsystem Administrator Desktop Web Browser OA Administration Client Avaya OA server Event Collector Subsystem OA Real-time Subsystem ORB Server Site #2 Avaya IC Server ADU servers ORB Server Reporting Desktop Web Browser OA Report Client The ECB on IC Site #1 is the primary ECB for both IC Sites #1 and #2. 19 Installation Planning and Prerequisites February 2017

20 Determining system size and configuration The following figure shows a singlesite configuration with an OA server system, two CMS server systems, and a dedicated, back-end, historical database server system. Avaya CMS Server #1 Avaya CMS Server #2 CMS Source-CMS Data Collection CMS Source-CMS Data Collection Database server Repository Avaya OA server OA Historical Subsystem OA Report Subsystem Administrator Desktop Web Browser OA Administration Client Reporting Desktop Web Browser OA Report Client Determining system size and configuration The number of systems, the deployment of subsystems and client software among systems are all factors that are influenced by the scope and activity of your business. The amount of free disk space required is also a factor that influences the scope and activity of your business. You must estimate your projected future maximum performance and your storage requirements before choosing a system configuration. The appropriate configuration for your system must be reviewed with your Avaya representative before making any purchasing decisions. Installation Planning and Prerequisites February

21 Chapter 2: Server and database planning For example, a small business that receives data from only one type of customer contact, such as telephony, might be able to function with all OA server components on a single system. This system can house all of the OA server components, including the databases, and the Report subsystem. This example assumes that the system has enough space to store all real-time and historical data. The client software must be installed on client PCs. If more channels of customer contact such as Web or are added, a one-system configuration can be quickly outgrown. In addition, modest storage space means that historical data must be archived to external storage media more frequently. A multisystem configuration is recommended in this situation and for most business situations. To help you more accurately determine your hardware requirements, see the OA sizing tool available from your Avaya planning and installation support representative or from your Avaya Business Partner. Database and server system considerations Use the information in the following sections when planning an OA installation: General considerations on page 21 Historical database considerations on page 22 Historical server considerations on page 24 Report server considerations on page 24 Real-time server considerations on page 25 Avaya IC considerations on page 26 Avaya Business Advocate considerations on page 26 Avaya CMS considerations on page 26 General considerations For all servers used with OA, Avaya IC, and Avaya CMS configurations, consider the following issues: CPUs: You can have a server system that has two or more CPUs, even at lower clock speeds, than a server with one CPU and double the clock rate. For example, a server system that has two CPUs at 1 GHz usually outperforms a server system that has one CPU at 2 GHz. Planning for future growth: When selecting a server system, plan for future growth when you choose storage space and CPU power. Do not try to force your current Contact Center volumes onto a system that is large enough. Expect that you can expand in the future and can need more storage space and processing power. 21 Installation Planning and Prerequisites February 2017

22 Database and server system considerations Upgrading operating systems: If you consider upgrading operating systems, that is, Windows 2003 to Windows 2008 R2 (Standard or Enterprise edition) or Windows 2012 (Standard edition), Solaris 9 to Solaris 10, or AIX 5.2 to AIX 6.1, and OA is already installed, you must uninstall Avaya OA first. After which you must upgrade the operating system and required hardware, and install Avaya OA after that. As Avaya OA supports Windows Server 2008 R2 (Standard or Enterprise edition) and Windows 2012 (Standard edition), which is a 64-bit operating system, you must upgrade your existing hardware to make it compatible for Windows Server 2008 R2 (Standard or Enterprise edition) or Windows Server 2012 (Standard edition). To avoid Avaya OA data loss during the operating system upgrade, perform a full backup of the database before uninstalling Avaya OA and restore the database when the operating system upgrade is complete. For more information about the database backup and restore, see your database documentation. For more information about migrating the data from Avaya OA 7.1 release to Avaya OA 7.3.x release, see the Avaya OA Release 7.3.x Upgrade and Migration Guide. Remote access for Avaya services: For server systems that require remote troubleshooting by Avaya, at least one Avaya system in the customer network must be equipped for remote access. The details of what Avaya services includes depends on the agreement with the customer. Contact Avaya for more information. Historical database considerations Avaya IC and OA are software products that interact with a third-party database. These products are certified for operations with correctly configured and maintained databases. Use of general DBMS Vendor performance and maintenance considerations meets this requirement. The following guidelines provide OA recommendations that are consistent with DBMS vendor recommendations. Installation, configuration, and day-to-day maintenance is the responsibility of the customer. For coresident installations OA creates the database and tablespaces. The layout of the tablespaces must align with the OA recommendations provided as follows. If you have a low activity or small historical database, the database can coresident on the same system as the OA software. For all other configurations, Avaya recommends a separate database server system, referred to as a back-end database server system, for the OA and Avaya IC database instance. For large configurations, a Disk Storage Array might be necessary. You must configure your database server system to ensure good performance of your OA system. To determine the proper configuration for your database server system, you must first consult with your Avaya planning and installation support representative to get an estimate of the size and activity of your OA database. Your Avaya representative or your Avaya Business Partner has a sizing tool for OA that is used to determine the tablespace sizes and activity. Using this tool helps you determine the hardware configuration necessary for your OA database. Installation Planning and Prerequisites February

23 Chapter 2: Server and database planning The hardware configuration of your database server system depends on the size and activity of your historical database. The rule for setting up the database server system is to spread high activity tables across as many disks as possible. Because OA is an update-intensive application, disk contention is a concern. If you configure many high activity tables onto a single large disk drive, the DataBase Management System (DBMS) encounters disk contention for read/write access, and performance suffers. The high activity tables need to be placed on separate disk drives to avoid the disk contention problem. Rollback segments and redo logs must be placed on drives that are separate from high activity OA tables because the rollback segments and redo logs require a lot of disk input/output. Using these system resources you have enough free disk space for the worst case scenario of a large database operation. Ensure your OA tablespaces have enough space to fit the data you must store. The OA sizing tool must give you the proper tablespace sizes for your configuration. The specific layout of your OA tablespaces depends on the size and activity of the tablespace. The high activity tablespaces for OA are usually the following: Avaya IC Inbound Contact tables: HISTICAGENT, HISTICAGENTSTATE, HISTICSVCSTATE, HISTICSVCCLASS Avaya IC Outbound Contact tables: HISTICJOB, HISTICAGENTJOB, HISTICAGENTCOMP, HISTICSYSCOMP CMS tables: HISTCMSAGENT, HISTCMSCALLHIST, HISTCMSVDN, HISTCMSSKILL Status tables: HISTSTATUS DBMS system tables: vary by DBMS, but include Transaction Logs, Rollback Segments, Redo Logs, Temporary space These tablespaces must placed on separate disk drives to avoid disk contention. The number of elements of each data type, for example, agents, determines the activity, and size of the tablespace. For example, a configuration with only a few skills, but a lot of VDNs, can result in high database activity in the HISTCMSVDN tablespace, but low activity in the HISTCMSSKILL tablespace. For this example, you might put these tablespaces on one disk drive. The high activity DBMS system tablespaces must always be separated from high-activity OA tables.! Important: Important: The HISTSTATUS tablespace must always be a high activity tablespace and must be kept on a separate disk from the tablespaces with the highest activity as already shown earlier. See Sample historical database layout on page 60 for a suggested historical database layout. In summary: Database performance is critical to OA performance and depends heavily on the hardware configuration and tablespace layout. A back-end database server system must be used for all, but the smallest configurations. The more disk drives the better. Ideally, all high activity system and OA data must be on separate drives. Large configurations must consider a Redundant Array of Inexpensive Disks. See RAID configurations for server systems on page 29 or a Disk Storage Array. Group high activity tables together, on the same drive, with low activity tables. 23 Installation Planning and Prerequisites February 2017