Avaya IP Office Contact Center Task Based Guide Maintenance

Transcription

1 Avaya IP Office Contact Center Task Based Guide Maintenance Release Issue 1.1 October 2017

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3 Legal , Avaya, Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes. Documentation disclaimer Documentation means information published in varying mediums which may include product information, operating instructions and performance specifications that are generally made available to users of products. Documentation does not include marketing materials. Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of Documentation unless such modifications, additions, or deletions were performed by or on the express behalf of Avaya. End User agrees to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User. Link disclaimer Avaya is not responsible for the contents or reliability of any linked websites referenced within this site or Documentation provided by Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages. Warranty October

4 Avaya provides a limited warranty on Avaya hardware and software. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support website: under the link Warranty & Product Lifecycle or such successor site as designated by Avaya. Please note that if You acquired the product(s) from an authorized Avaya Channel Partner outside of the United States and Canada, the warranty is provided to You by said Avaya Channel Partner and not by Avaya. Hosted Service means an Avaya hosted service subscription that You acquire from either Avaya or an authorized Avaya Channel Partner (as applicable) and which is described further in Hosted SAS or other service description documentation regarding the applicable hosted service. If You purchase a Hosted Service subscription, the foregoing limited warranty may not apply but You may be entitled to support services in connection with the Hosted Service as describe further in your service description documents for the applicable Hosted Service. Contact Avaya or Avaya Channel Partner (as applicable) for more information. Hosted Service THE FOLLOWING APPLIES ONLY IF YOU PURCHASE AN AVAYA HOSTED SERVICE SUBSCRIPTION FROM AVAYA OR AN AVAYA CHANNEL PARTNER (AS APPLICABLE), THE TERMS OF USE FOR HOSTED SERVICES ARE AVAILABLE ON THE AVAYA WEBSITE, UNDER THE LINK Avaya Terms of Use for Hosted Services OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, AND ARE APPLICABLE TO ANYONE WHO ACCESSES OR USES THE HOSTED SERVICE. BY ACCESSING OR USING THE HOSTED SERVICE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE DOING SO (HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER ), AGREE TO THE TERMS OF USE. IF YOU ARE ACCEPTING THE TERMS OF USE ON BEHALF A COMPANY OR OTHER LEGAL ENTITY, YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND SUCH ENTITY TO THESE TERMS OF USE. IF YOU DO NOT HAVE SUCH AUTHORITY, OR IF YOU DO NOT WISH TO ACCEPT THESE TERMS OF USE, YOU MUST NOT ACCESS OR USE THE HOSTED SERVICE OR AUTHORIZE ANYONE TO ACCESS OR USE THE HOSTED SERVICE. Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE, THE LINK AVAYA SOFTWARE LICENSE TERMS (Avaya October

5 Products) OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AVAYA CHANNEL PARTNER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AVAYA CHANNEL PARTNER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA CHANNEL PARTNER; AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER ), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE ( AVAYA ). Avaya grants You a license within the scope of the license types described below, with the exception of Heritage Nortel Software, for which the scope of the license is detailed below. Where the order documentation does not expressly identify a license type, the applicable license will be a Designated System License. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the documentation or other materials available to You. Software means computer programs in object code, provided by Avaya or an Avaya Channel Partner, whether as stand-alone products, pre-installed on hardware products, and any upgrades, updates, patches, bug fixes, or modified versions thereto. Designated Processor means a single stand-alone computing device. Server means a Designated Processor that hosts a software application to be accessed by multiple users. Instance means a single copy of the Software executing at a particular time: (i) on one physical machine; or (ii) on one deployed software virtual machine ( VM ) or similar deployment. License types Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A Unit means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by October

6 the Software that permits one user to interface with the Software. Units may be linked to a specific, identified Server or an Instance of the Software. Heritage Nortel Software Heritage Nortel Software means the software that was acquired by Avaya as part of its purchase of the Nortel Enterprise Solutions Business in December The Heritage Nortel Software is the software contained within the list of Heritage Nortel Products located at under the link Heritage Nortel Products or such successor site as designated by Avaya. For Heritage Nortel Software, Avaya grants Customer a license to use Heritage Nortel Software provided hereunder solely to the extent of the authorized activation or authorized usage level, solely for the purpose specified in the Documentation, and solely as embedded in, for execution on, or for communication with Avaya equipment. Charges for Heritage Nortel Software may be based on extent of activation or use authorized as specified in an order or invoice. Copyright Except where expressly stated otherwise, no use should be made of materials on this site, the Documentation, Software, Hosted Service, or hardware provided by Avaya. All content on this site, the documentation, Hosted Service, and the product provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole or in part, including any code and software unless expressly authorized by Avaya. Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law. Virtualization The following applies if the product is deployed on a virtual machine. Each product has its own ordering code and license types. Note that each Instance of a product must be separately licensed and ordered. For example, if the end user customer or Avaya Channel Partner would like to install two Instances of the same type of products, then two products of that type must be ordered. Third Party Components October

7 Third Party Components mean certain software programs or portions thereof included in the Software or Hosted Service may contain software (including open source software) distributed under third party agreements ( Third Party Components ), which contain terms regarding the rights to use certain portions of the Software ( Third Party Terms ). As required, information regarding distributed Linux OS source code (for those products that have distributed Linux OS source code) and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the products, Documentation or on Avaya s website at: support.avaya.com/copyright or such successor site as designated by Avaya. The open source software license terms provided as Third Party Terms are consistent with the license rights granted in these Software License Terms, and may contain additional rights benefiting You, such as modification and distribution of the open source software. The Third Party Terms shall take precedence over these Software License Terms, solely with respect to the applicable Third Party Components to the extent that these Software License Terms impose greater restrictions on You than the applicable Third Party Terms. The following applies only if the H.264 (AVC) codec is distributed with the product. THIS PRODUCT IS LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE REMUNERATION TO (i) ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD ( AVC VIDEO ) AND/OR (ii) DECODE AVC VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL INFORMATION MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE Service Provider THE FOLLOWING APPLIES TO AVAYA CHANNEL PARTNER S HOSTING OF AVAYA PRODUCTS OR SERVICES. THE PRODUCT OR HOSTED SERVICE MAY USE THIRD PARTY COMPONENTS SUBJECT TO THIRD PARTY TERMS AND REQUIRE A SERVICE PROVIDER TO BE INDEPENDENTLY LICENSED DIRECTLY FROM THE THIRD PARTY SUPPLIER. AN AVAYA CHANNEL PARTNER S HOSTING OF AVAYA PRODUCTS MUST BE AUTHORIZED IN WRITING BY AVAYA AND IF THOSE HOSTED PRODUCTS USE OR EMBED CERTAIN THIRD PARTY SOFTWARE, INCLUDING BUT NOT LIMITED TO MICROSOFT SOFTWARE OR CODECS, THE AVAYA CHANNEL PARTNER IS REQUIRED TO INDEPENDENTLY OBTAIN ANY APPLICABLE LICENSE AGREEMENTS, AT THE AVAYA CHANNEL PARTNER S EXPENSE, DIRECTLY FROM THE APPLICABLE THIRD PARTY SUPPLIER. October

8 WITH RESPECT TO CODECS, IF THE AVAYA CHANNEL PARTNER IS HOSTING ANY PRODUCTS THAT USE OR EMBED THE G.729 CODEC, H.264 CODEC, OR H.265 CODEC, THE AVAYA CHANNEL PARTNER ACKNOWLEDGES AND AGREES THE AVAYA CHANNEL PARTNER IS RESPONSIBLE FOR ANY AND ALL RELATED FEES AND/OR ROYALTIES. THE G.729 CODEC IS LICENSED BY SIPRO LAB TELECOM INC. SEE THE H.264 (AVC) CODEC IS LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE REMUNERATION TO: (I) ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD ( AVC VIDEO ) AND/OR (II) DECODE AVC VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL INFORMATION FOR H.264 (AVC) AND H.265 (HEVC) CODECS MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE Compliance with Laws You acknowledge and agree that it is Your responsibility for complying with any applicable laws and regulations, including, but not limited to laws and regulations related to call recording, data privacy, intellectual property, trade secret, fraud, and music performance rights, in the country or territory where the Avaya product is used. Preventing Toll Fraud Toll Fraud is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud associated with your system and that, if Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya Toll Fraud intervention If You suspect that You are being victimized by Toll Fraud and You need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. For additional support telephone numbers, see the Avaya Support website: or such successor site as designated by Avaya. Security Vulnerabilities Information about Avaya s security support policies can be found in the Security Policies and Support section of support.avaya.com/security. October

9 Suspected Avaya product security vulnerabilities are handled per the Avaya Product Security Support Flow ( support.avaya.com/css/p8/documents/ ). Downloading Documentation For the most current versions of Documentation, see the Avaya Support website: or such successor site as designated by Avaya. Contact Avaya Support See the Avaya Support website: for product or Hosted Service notices and articles, or to report a problem with your Avaya product or Hosted Service. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: (or such successor site as designated by Avaya), scroll to the bottom of the page, and select Contact Avaya Support. Trademarks The trademarks, logos and service marks ( Marks ) displayed in this site, the Documentation, Hosted Service(s), and product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, its licensors, its suppliers, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the Documentation, Hosted Service(s) and product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc. All non-avaya trademarks are the property of their respective owners. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. October

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11 Table of Contents Legal... 3 Table of Contents Change History IP Office Contact Center Maintenance Overview Stopping the IPOCC Watchdog Backing up & Restoring the IP Office Contact Center Database TTrace Console Testing the TAPI link from TT Trace Console Sending s via Ttrace Log File Location Windows Advanced Security Audit Task Flow Editor Good Practice Procedures Agent Privileges Authorization Error List Configuration Report IP Office Contact Center Help Configuration required for a system with more than 100 Agents Context Sensitive Help Changing the IP Office Contact Servers IP Address Changing of the IP Office IP Address How to access IP Office Contact Center with a Avaya SSL-VPN Changing the DNS Servers IP Address Supported Upgrade Paths to IP Office Contact Center Upgrading from Version 9.1.X to Manual Database Backup before upgrade from 9.1.X Upgrading from Version to Upgrade Process to Upgrading the IP Office Contact Center User Interface Client Software Updating the CHAP ports Making the connection to IP Office and IP Office Contact Center secure post upgrade from 9.X October

12 Part A. IP Office changes to VoIP Security Part B IP Office Contact Center HTTPS changes Part C Re-applying the IP Office Contact Center licenses Part D Re-applying the security certificate(s) to the IP Office Contact Center server Part E Changing the IP Office Contact Center communication to the IP Office to secure SIP and TAPI. 194 How to Disable the IP Office Contact Center Auto Sync Service How to Enable the IP Office Contact Center Auto Sync Service How to change the IP Office Contact Center SIP Extension while using Auto Sync Installing a Patch or Service Pack Generic Patch Installation Example Upgrading SAP CRM Connector Uninstalling 10.1 IP Office Contact Center Software Creating customer specific Contact Detail reports Evaluation of contact data Configuration Archiving Watchdog Configuration TTrace Best practices for troubleshooting TTrace categories of the tr_srv process Routine Maintenance Checklist Server Field Replaceable Units (FRU s) October

13 Change History This section describes the major changes in this document as of Release Issue Date Summary of Changes Release , Issue 1.0 October 2017 Additional information regarding Upgrade Paths Updated upgrade information Section relating XSTAT moved from the IP Office Contact Center Maintenance Task Based Guide to the IP Office Contact Center Reporting Task Based Guide Sections relating to Archiving, Watchdog Configuration and TTrace configuration moved from the IP Office Contact Center Reporting Task Based Guide to the IP Office Contact Center Maintenance Task Based Guide. Section relating to Task Reporting Database moved from the IP Office Contact Center Maintenance Task Based Guide to the IP Office Contact Center Reporting Task Based Guide. October

14 IP Office Contact Center Maintenance Overview This guide provides details relating to the Upgrades and Migration of IP Office Contact Center databases. It also covers the use of maintenance utilities such as TTrace Console the generation Log files and the IP Office Contact Center Configuration Report. Note: When performing any maintenance repairs on IP Office Contact Center components, the IPOCC Watchdog must first be stopped. It waits for 1 minute to disconnect all the existing connections with IPOCC processes and IP Office. Stopping the IPOCC Watchdog 1. Right click on the Windows menu and click Run. October

15 2. In the open field type services.msc and then click the OK button. 3. Select the IPOCC Watchdog service and then click to Stop the service. October

16 4. The Service Control window is displayed as the services are closed down. 5. The Services are stopped which is indicated by the word Running no longer being displayed. The restore process can proceed. As well as the steps suggested in this guide, you may also wish to utilize some of the following diagnostic tools: pgadmin III October

17 TT Display October

18 TT Console Error List October

19 Backing up & Restoring the IP Office Contact Center Database Since IP Office contact Center the backup and Restoring process can now be done from the IP Office Contact Center landing page. For information about the backup options available from the web administration portal, see the Using Avaya IP Office Contact Center Web Administration Portal guide. October

20 TTrace Console TTrace Console is used to view and configure the information that is stored in the IP Office Contact Center logs files. Each log file has default settings but optional switches can be set to obtain more data requested by Avaya support. Please note that if optional switches are set to active, the log files can use a lot of hard drive space. The TTrace Console will show approximately 300 lines of information at once, with the remaining data stored in logs files. Individual Logs files can have a maximum size of 150MB. When the log file reaches 150MB a new file is created. When TTrace Console is opened, multiple windows are displayed as default. To stop all of the default windows opening: October

21 1. Click File then select Other server. 2. Select your IP Office Contact Center and then select the option No automatic opening of process windows. Then click the OK button. Before After October

22 Testing the TAPI link from TT Trace Console To test the TAPI link: 1. Open TTrace Console and select Select IPO followed by Task Server. 2. In the command filed, enter tapimakecall. Enter the extension numbers of two of the IP Office Contact Center extensions separated by a comma. For example, 25101,2102. Click the Send button. If TAPI is working the phones will initiate a call. October

23 Sending s via Ttrace It is possible to test the system by sending from Ttrace. The Ttrace can send s to the same mail server that is being used by IP Office Contact Center for its call flows. Note: in case Antivirus software is running on the server (e.g. McAffee), you have to make an entry for exception for port To configure the settings you have to start the tool tt_config. 2. Choose File. October

24 3. Choose Open. 4. Open the configuration file tt_srv.xml from the folder C:\Program Files (x86)\avaya\ip Office Contact Center\Trace System. October

25 5. Choose the settings. October

26 6. Enter the following fields. A. IP address or host name of the mail server used by the IP Office Contact Center to process s. B. Type in the from address. C. Type in the destination of the test . D..You can enter an additional address who should get notifications (Optional) Note: Do not modify the settings in Sendcommand MAILSEND -f %FROM% -t %TO% -smtp %HOST% -sub "%SUBJECT%" "%BODYFILE%,text/plain,i" October

27 7. Choose the Add button. 8. In the Name field type No connection and then choose the %..% button October

28 9. Click the OK button. 10. Choose the %..% button. 11. Choose %LOG_TEXT% and then select the OK button. October

29 12. Click the OK button. 13. Choose the Magnifying glass. October

30 14. Choose the Add button. 15. Enter the following fields and then select the button A. CCUI: This is a test message B. System C. CCUI D. test October

31 16. Choose No connection and then select the OK button. 17. Click the OK button. October

32 18. The new defined scan can be seen. 19. Click the Save button. October

33 20. Choose File and then Exit. 21. Choose the Windows icon and then select Run. 22..Type services.msc and then choose the OK button. October

34 23. Choose IPOCC Trace Server and then select the Restart Service button. 24. Login as Administrator on the IP Office Contact Center server October

35 25. Open the TTrace Console. 26. Open CCUI and then select the Administrator s session. 27. In the Command field type test and then choose the Send button. October

36 28. A message is seen that the test was received and is ready. 29. Open System tt_srv in the Console. October

37 30. Choose TC_Send If successful, the following line will appear and the will be sent. October

38 Log File Location The logs files are stored in the following location : C:\ProgramData\Avaya\TTLogfiles As default the above folder is hidden and you will have to change your Server folder options to Show hidden file, folders and drives. 1. Open Windows Explorer and then select View. October

39 2. Click Options. 3. Click the View tab and select Show hidden files, folders, and drives and then click the OK button. October

40 4. The log file directories are displayed. 5. A new log file for each process is created each day and as default is only kept for 10 days. October

41 6. To view the options for the logs file, Click TT Config. October

42 7. You now have the option to change the details of the log file. Note: The default Ports should not be changed. IP Office Contact Center Administration Page Contact Center Logs IP Office Contact Center logs can be generated from the IP Office Configuration page for seventeen log categories. I. Address Book II. III. IV. Core Logs IP Office Logs Optional Logs V. Web Services Logs VI. Wallboard Logs October

43 VII. VIII. IX. UI Logs Database Logs IVR Logs X. System Logs XI. XII. XIII. XIV. XV. XVI. XVII. Landing Page Logs Test Logs Chat Logs Logs MonStat Logs CRM Logs Web UI Logs October

44 To download logs, login to the IP Office Contact Center Administration Page: 1. In your Web browser s address bar enter of IPOCC Server>:28443/Administration Note: The Administration Page supports the following Web Browsers - Internet Explorer 11+, Firefox 32+ and Chrome 39+ Note: If a Certificate warning is displayed, please refer to the Avaya IP Office Contact Center Task Based Guide Core Installation for details detailing to the certificate installation. 2. If a Website security certificate warning is displayed, click the Continue to this website link. October

45 3. The IP Office Contact Center Administration page is displayed. 4. The default User Name and Password required to login to the IP Office Contact Center Administration page is Administrator. The Username field will be populated. In the Password field type the IP Office Contact Center Administration password and then click the Login button. October

46 5. Click the Download link. 6. Select IP Office Contact Center Logs link. 7. Then click the check box adjacent to the logs files to be downloaded. October

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48 8. To select all logs, click the SELECT ALL LOGS check box. 9. Click the Download Selected button. October

49 10. The logs are then saved as a log.zip file. Choose the file. 11. Choose Show in Folder. October

50 12. The Log.zip file is now displayed. October

51 Windows Advanced Security Audit The built in Windows event viewer can be used to view security events. For more information on configuration of the windows advanced security audit and an example of an event, please refer to the Avaya IP Office Contact Center Task Based Guide Core Installation Issue section IP Office Contact Center Server Windows Advanced Security Audit Task Flow Editor Good Practice Procedures When configuration changes are made to a Task Flow, they should be saved with the file name representing the current date with the Task Flow also set as the default task flow set. Consequently, if the IP Office Contact Center server is rebooted the latest default task flow will be loaded with the latest configuration. Agent Privileges There may be circumstances when an agent or IP Office user does not appear to have the ability to view certain IP Office Contact Center interface screens or change IP Office Contact Center settings. Initially this may appear to be a maintenance issue, whereas in practice it is possible that the agent has not been assigned Privileges or Authorizations. Privileges October

52 Privileges determine which modules in the IP Office Contact Center system an agent can use and which actions they can perform within the modules. The P above a check box means that the agent can assign other agents with Permissions to do other tasks. The Privilege User defined may need to be used to give the Agent the exact privileges required October

53 Authorization Authorizations are used to determine which Topics, Agents, Agent Groups, Workplaces and Teams an agent can view and potentially configure from their agent profile. They also determine which Topics an agent can dial from to make an external call. Note that an agent may require additional privileges to configure authorized features of IP Office Contact Center. For example, the authorization can determine which agents groups an agent can configure, if they have the Agent Group configuration privilege. In the example below, the agent can view and configure the Marketing and Sales Agent Group but they do not have Authorization to view the Admin, Support or Warehouse groups. For further details relating to IP Office Contact Center Privileges and Authorizations, please refer to the Avaya IP Office Contact Center Task Based Guide Telephony User Interface Configuration. October

54 Error List Once an IP Office Contact Center Call Flow is created it must be activated before it can be used. During the activation process, a consistency check is undertaken to determine if the call flow contains any configuration errors. If an error is encountered, a General Error message is displayed. To determine which errors are contained within the call flow IP Office Contact Center s Error list can be viewed. 1. To open the error list, select Go To, followed by Error List. October

55 2. The error list is displayed. The error list can now be checked using a Task Flow Script files that can be saved and then viewed against the Error list to determine which part of the call flow may contain a configuration error 3. From Task Flow Editor, select Tools followed by Task Flow Script. October

56 4. Save the Task Flow Script file to the required location. 5. When the Task Flow Script file is opened, any Errors are listed against row numbers. October

57 6. These can be checked against the Error List. In this example, a Task Tag has been incorrectly referenced in a call flow Logic element. It incorrectly includes a full stop after the Tag name mainmenuchoice. The correct Tag name is mainmenuchoice (without a fill stop after the tag name). October

58 Configuration Report A configuration report can be generated that will detail the configuration parameters that have been set to configure the IP Office Contact Center system. 1. To generate the report, select System followed by Configuration report 2. The Configuration Report dialogue box is displayed, from which a wide range of reporting parameters can be selected. October

59 3. In this example, reporting parameters have been selected in relation to IP Office Contact Center Topics. 4. The reporting format can be selected. 5. Choose the location to which the report will be exported can be defined. 6. Click the OK button. October

60 7. The Configuration report(s) are generated. 8. Open the report to display the selected IP Office Contact Center configuration parameters. October

61 IP Office Contact Center Help When using the IP Office Contact Center Interface there is a wide ranging help system available to Users and Administrators of the IP Office Contact Center System. 1. From the IP Office Contact Center Interface s Menu bar select Help. 2. Select Contents. October

62 3. The IP Office Contact Center s Help system is displayed. 4. In the Help system's panel to the left, Contents, Index and Search tabs are displayed. October

63 5. The Contents tab displays a list of categorized help content relating to a wide variety of IP Office Contact Center features. 6. The Index tab displays help content sorted in alphabetical order. October

64 7. The Search tab allows the user to enter a word as a search criterion. In the example below, a search has been made against the word Privileges. October

65 8. Topics can be listed based on the search criterion by selecting the List Topics button. 9. The associated help content related to a selected Topic is displayed by clicking the Display button. October

66 Configuration required for a system with more than 100 Agents When using the IP Office Contact Center for more than 100 Agents, there are insufficient voice and Queue Device channels configured when using the Web Administration. The following steps illustrate how to increase the voice and Queue Device channels. 1. When logged in as an Administrator. Choose Administration Configuration and then select the CHAP server tab. 2. Select the ChapServer and then click the Edit button. October

67 3. Click the IPO Chap Access tab. 4. Update the following values and then click the OK button. A. Change to B. Change 60 to 200 C. Change from to D. Change 30 to 50 E. Change 30 to 50 October

68 Each of the rows highlighted 1, 2,3 below relate to the following: 1) VEA Queue Devices 2) IVR Channels 3) Topic Channels October

69 Note: There are a maximum of 300 channels that can be shared across the three channel resources. If a value is entered that increases the total number of channels above 300, an error message is displayed. In the example above, the total number of channels exceeds 300. Click the OK button and adjust the channels accordingly to a maximum of 300 channels in total. 5. A Queue Device box is displayed. To create a new Device range, click the OK button. October

70 The number of the new additional Queue Devices, now have to be added to the existing range of Queue Devices. This can be completed by creating a new queue device range starting from the end value of the original range, by changing the end number to The system will then add the two ranges together i.e. the original range plus the new range. 6. Update the following and then click the OK button. A B Click the OK button. October

71 In the example below, the number of Queue devices before the additional devices were added totaled After the additional devices were added to the existing device range, a new total of was created. October

72 Note: If you are expecting to receive many calls that will queue within IVR, you have to increase those channels relating to IVR whilst reducing the VEA Queue Device channels, as these channels cannot be shared. For example, with a system that has been configured with 200 VEA Queue Devices, 50 IVR Channels and 50 Topic channels, 50 calls can be queued within IVR whilst hearing IVR queue announcements, with 200 calls queued whilst hearing simple announcements. If you expect more calls to queue within IVR, the number of IVR channels can be increased to a maximum of 90 channels. This is the maximum number of licensed IVR channels that can be defined. If the IVR channels were increased to 90, consequently you would have to reduce the number of VEA Queue devices accordingly. As the maximum total of channels cannot exceed 300. October

73 Context Sensitive Help When using Task Flow Editor or IVR Editor, help content regarding the selected element can be displayed by pressing the keyboard s F1 button. In this example IVR Editor is being utilized. To open context sensitive help: 1. Double click on the element for which help is required. 2. Select the open dialog box. 3. Press the keyboard s F1 key and the help content is displayed associated with the specific element, in this example Text to Speech. October

74 The same process can be followed to provide context sensitive help in relation to call flow elements with Task Flow Editor. October

75 Changing the IP Office Contact Servers IP Address The following process can be followed if you wish to change the IP address of the IP Office Contact Center Server. Note: If the IP address of the server is changed, you will need to create and apply a new certificate for the IP Office Contact Center server. Follow the instructions in the Avaya IP Office Contact Center Task Based Guide - Core Installation. Note: Do not forget that any DNS or Host file entries will also need updating if the IP address has been changed, so that the Agent clients can connect. 1. Login with the Administration account. October

76 2. Choose Administration and then select Configuration. 3. Choose the CHAP server tab and then select the CHAP server and then select the Edit button. 4. Choose the Properties tab. October

77 5. Update the LocalIPAddress with the new IP address of the IP Office Contact Center server and then select the OK button. 6. Choose File and then Exit. 7. Click OK. October

78 8. To continue updating the IP address, we now need to stop the IP Office Contact Center services. On the IP Office Contact Center server, using the right mouse button choose the Windows icon and select Run 9. In the Open field type services.msc and choose the OK button. 10. Scroll down and Choose IPOCC Watchdog and Stop the service. October

79 11. Open Windows Control Panel and choose View network status and tasks under Network and Internet. 12. Choose Change adapter settings. October

80 13. Choose the single LAN card that is enabled and then select Change settings of this connection. 14. Choose Internet Protocol Version 4 (TCP/IPv4) and then select Properties. October

81 15. Update the IP address and then choose the OK button. 16. Open Windows Control panel and choose Uninstall a program under Programs. October

82 17. Choose IP Office Contact Center omniorb and then select Change. 18. Choose Next. October

83 19. Choose Modify. 20. Choose Next. October

84 21. Type in the new ipaddress and.then choose Next. 22. Choose Change. October

85 23. Choose Finish. 24. Choose IPOCC Watchdog and Start the service. 25. Now create and apply the new certificate to the IP Office Contact Center server as per the Avaya IP Office Contact Center Task Based Guide - Core Installation. Note: As part of applying the new certificate, an IP Office Contact Center server reboot is required. October

86 Changing of the IP Office IP Address The following process can be followed if you wish to update the IP Office Contact Center Server now that the IP address of the IP Office has changed. Note: If the IP address of the server is changed, you will need to create and apply a new certificate for the IP Office. 1. Login with the Administration account. 2. Choose Administration and then select Configuration. October

87 3. Choose the CHAP server tab and then select the CHAP server and then select the Edit button. 4. Choose the Properties tab. 5. Update the PBXIPAddress with the new IP address of the IP Office system and then select the OK button. October

88 6. Choose the PBXs tab and select the PBXServer and then choose the Edit button. 7. Choose PBX access. 8. Update the IP address of the PBX and then choose the OK button. October

89 9. Choose Conf access. Note: Steps 9-10 are only required if you are using the IP Office Contact Center Sync service 10. Update the IP address and choose OK. October

90 11. Choose the OK button. 12. Choose File and then Exit. 13. Choose OK. October

91 14. You now need to restart the IP Office Contact Center services, using the right mouse button choose the Windows icon and select Run 15. In the Open field type services.msc and choose the OK button. 16. Scroll down and Choose IPOCC Watchdog and Restart the service. October

92 How to access IP Office Contact Center with a Avaya SSL- VPN As IP Office Contact Center does not include SSL-VPN, the SSL VPN capability of the IP Office and NAPT configuration in the IP Office configuration can be used to connect via an Avaya VPN Gateway (AVG) for access to the IP Office Contact Center server for system maintenance. The Customer does not need to open any incoming ports because the AVG SSL-VPN connection of the IP Office system only uses Port 443 outbound so it is also a good secure way to access the system October

93 Changing the DNS Servers IP Address The following process can be followed if you wish to update the IP Office Contact Center Server now that the IP address of the DNS has changed on the customer network. 1. Login with the Administration account. 2. Choose Administration and then select Configuration. October

94 3. Choose the CHAP server tab and then select the CHAP server and then select the Edit button. 4. Choose the Properties tab. 5. Update the DNSServerIP with the new IP address of the IP Office Contact Center server and then select the OK button. October

95 6. Choose File and then Exit. 7. Choose OK. 8. To continue updating the IP address, we now need to stop the IP Office contact center services. On the IP Office Contact Center server, using the right mouse button choose the Windows icon and select Run October

96 9. In the Open field type services.msc and choose the OK button. 10. Scroll down and Choose IPOCC Watchdog and Restart the service. October

97 Supported Upgrade Paths to IP Office Contact Center The following are supported direct upgrade paths to IPOCC X (latest Service Pack) to X.X.X (latest Service Pack) to Note: 9.0.X systems must first be upgraded to the latest service pack of 10.0.X before being upgraded to Please refer to the 10.0.X Avaya IP Office Contact Center Maintenance Task Based Guide for instructions on upgrading to 10.0.X. Upgrades on all platforms are supported (Customer supplied servers, Virtual machines, Avaya Appliances, Google Cloud). The CRM Plugin is automatically installed during the upgrade process. Note: The IP Office system must be upgraded to the latest 10.1.X Service Pack before the IP Office Contact Center is upgraded to Note: If a certificate was added to the IP Office Contact Center server before the upgrade, it will be necessary to reinstall the certificate after the upgrade. Note: If a Centralized WebLM Server was in use before the upgrade, the configuration to use a Centralized WebLM server must be repeated, after the upgrade process. Please refer to the Avaya IP Office Contact Center Task Based Guide Advanced Installation, section Centralized WebLM server. Note: If exporter has been configured before the upgrade, it will be necessary to configure it again after the upgrade. Please refer to the Avaya IP Office Contact Center Task Based Guide - & Chat Services section Mail Exporter For further details relating to Migration roadmap and limitations and Capacity Upgrade Requirements, please refer to the Avaya IP Office Contact Center Reference Configuration Guide October

98 Upgrading from Version 9.1.X to The following information should be noted before upgrading from 9.1.X (latest Service Pack) to Note: If AutoSync was enabled in 9.1.X before the upgrade it will still be enabled after the upgrade. Note: The User configuration now required on the IP Office Contact Center User, is not updated on an upgrade from 9.1.X to Please refer to the Confirm the IP Office Contact Center User configuration section of the Avaya IP Office Contact Center - Core Installation Task Based Guide Note: When upgrading from 9.X to X a new set of licenses obtained via IPOSS will be required (The new licenses will be aligned with CIE4). The customer will have a grace period of 30 days in-order to obtain and install the license. If after 30 days a new license has not been obtained and installed, then the software will run in a restricted operational mode to facilitate the installation of a new license. In that mode most of the software features will become inoperative. October

99 Note: With upgraded IP Office Contact Center systems, there are a number of new pre-defined reports. One of the existing reports has been renamed from its original name 04 Service Level to 10 Service Level-Telephony, as illustrated below. (A) IP Office Contact Center 9.1, (B) IP Office contact Center Note: When upgrading, the Name field under Telephone is no longer used and will be cleared automatically. The Agent s extension number is now under the Agent tab. October

100 Before upgrading to the new release. A backup of the IP Office Contact Center databases must be performed. This will allow the customer to return to the existing 9.1.X release, should something go wrong with the upgrade. Manual Database Backup before upgrade from 9.1.X The databases can be backed up while the IP Office Contact Center is active. It is only when a Restore is required, that all of the IP Office Contact Center services must be stopped. 1. Create a local folder backup to store the copy of the IP Office Contact Center databases. 2. Inside the IP Office Contact Center ISO image, open the Utilities folder. October

101 3. Copy the pgbackup.bat file to the C:\ directory. Using the right mouse button click Copy. 4. Select the C: Drive. October

102 5. Click Paste to copy the file to the C:\ folder. 6. The file is displayed. October

103 7. Open a command prompt, by right clicking on the Windows icon. 8. Then select Run. October

104 9. Type cmd and then click the OK button. 10. Type cd\ and then press the Enter key. 11. Type pgbackup.bat AAAA BBBB c:\backup and then press Enter. AAAA is the Username for the database for example: Administrator BBBB is the password for the database for example: IPoffice123 If you are backing up build there is a slight change in the command. Type pgbackup.bat "C:\Program Files (x86)\avaya\ip Office Contact Center\PostgreSQL\9.3\bin" AAAA BBBB c:\backup and then press Enter. October

105 Note: There is no status indicator to depict how long the backup will take or its current progress. The backup will be complete when the command prompt is returned. Do not close the window down during the backup. 12. Type exit and then press Enter to end the command session. October

106 13. The backup files can now be seen in the Backup folder. Databases adb c3k Cc mediastore tr umarchive Contents Address book data s Configuration / Statistics Chat data Task Reporting data Archived s October

107 14. Once complete, the backup log file is displayed. Upgrading from Version to Before upgrading to the new release. A backup of the IP Office Contact Center databases must be performed. This will allow the customer to return to the existing release. For details on how to perform a backup, please refer to the Using Avaya IP Office Contact Center Web Administration Portal guide available on support.avaya.com. When you perform an upgrade, all data is preserved, including installed certificates. Note: The Chrome Application is no longer supported in Client upgrades will be required after the upgrade : IPOCC UI Download MSI using Web Admin. Run MSI on target desktop pc. CRM Plug-in Download from SalesForce store and upgrade. The IP Office Contact Center does not come with an updated set of licenses nor does it require a specific upgrade license. October

108 Upgrade Process to Before the upgrade process is started the Watchdog service must be stopped. 1. Login to the IP Office Contact Center Windows server. 2. Before stopping the Watchdog service, open TTConsole. Any running processes are displayed in the console s left panel. October

109 3. Select the Windows button. 4. Click the Administrative Tools button. October

110 5. Double left click on Services. 6. Scroll down to the IPOCC Watchdog service. Select the IPOCC Watchdog service and then click Stop. It waits for 1 minute to disconnect all the existing connections with IPOCC processes and IP Office. October

111 7. The IPOCC Watchdog service will be stopped. 8. This will be indicated by only the Start the Service link being available for this service. October

112 9. Open TTDisplay, the services will be stopped and the corresponding processes in TT Console will be closed. 10. If a hanging process is identified in TTConsole note the PID (Process Identification Number) of the process displayed in left hand panel of TTConsole. Note: tt_srv service is not closed by the stopping of the watchdog. the IPOCC Trace Server service may be stopped if it is the only remaining service. A. PID October

113 11. Select the Windows button and click on Task Manager. 12. The PID s are displayed. October

114 13. Stop the process with PID s that are displayed in TTConsole. In this example, the ChatTaskserver process is still running. A. Right click. October

115 14. Check in TTConsole that the process has stopped. A. Before the Process has stopped B. After the process has stopped. October

116 15. You also need to make sure that there are no open database connections. This can be done by opening pgadmin III from the Windows menu. 16. Double click on the local Server. 17. Choose the Tools menu. October

117 18. Choose Server Status. October

118 19. There should only be entries that end in Browser under Application name. If not check that all connection to the database are disconnected. 20. Choose the X to close the Server Status window. 21. Choose the X to close the pgadmin III window. October

119 22. Once you have obtained the IP Office Contact Center Software, it is best practice to copy the software folder to the desktop of the IP Office Contact Center server. A network share can also be used if required. 23. Open the Server folder. 24. Open the IP Office Contact Center folder. October

120 25. Double left click on the SetupWizard file. 26. Read the Avaya global software license and then choose to accept the terms in the license agreement. Then select the Next button October

121 27. In the password field type the password (Password for the IP Office Contact Center PostgreSQL Database. This is the password defined when installing the PostgreSQL database). Then choose the Update button. 28. The IP Office Contact Center upgrade will commence. October

122 When the Upgrade has completed successfully, all of the updated components will have a green icon adjacent to them. Note: This process can take up to 25 minutes to complete. 29. Click the Reboot button. October

123 30. Once the server has rebooted, log back into the server and open TTrace Display. 31. The services will restart indicated by a green icon adjacent to each service. October

124 32. Login to the IP Office Contact Center as an Administrator on the server. 33. Click Help followed by Information. 34. The upgraded version of IP Office Contact Center will be displayed. Please note that the screen capture below is for illustrative purposes only and the version number may differ to your systems version number. October

125 Upgrading the IP Office Contact Center User Interface Client Software 1. The IP Office Contact Center User Interface client software can now be upgraded. 2. Make a note of the current client software version. 3. Then log out of the agent interface, as an upgrade is not possible if the agent s User Interface is running. 4. The client software is available from the Client Folder within the main IP Office Contact Center software suite. October

126 5. The client software is also available from the IP Office Contact Center Administration Page. Click the Download link, select the IP Office Contact Center Client link and download and save the application as required. 6. Save the client to the server s desktop. 7. Double click on the Installer file. October

127 8. A notification window is displayed, stated that the User Interface will be upgraded. Click Next. 9. Click the Upgrade button. October

128 10. Click the Finish button. 11. Log back into the User interface. October

129 12. Click Help followed by Information. 13. The upgraded software version is displayed which can be compared with the pre upgrade software release. Please note the version in the screenshot may differ from the current version available. October

130 Updating the CHAP ports Due to an update by Microsoft in It is necessary after an upgrade, to change the ports used by the Chap Server in IP Office Contact Center. 1. Login to the IP Office Contact Center client as the Administrator account 2. Choose the Administration tab. October

131 3. Choose Configuration. 4. Choose CHAP server. 5. Choose ChapServer and then select the Edit button. October

132 6. Choose the Properties tab 7. Using the mouse double click LocalRTPPortRange. 8. Update the LocalRTPPortRange to October

133 9. Click the OK button. October

134 Making the connection to IP Office and IP Office Contact Center secure post upgrade from 9.X Since release 10 of IP Office Contact Center, SSL certificates for TAPI over SSL and SIP must be generated and applied. If you upgrade your IP Office or your IP Office Contact Center they will be working on a non-secure mode. Only new installs will be configured as default in a secure mode. Please remember that during upgrades or after changing connection parameters, you will lose service. The following upgrade paths are supported and methods have been documented that detail the changes required to obtain a secure connection. An IP Office 9.X connected to a IP Office Contact Center 9.X. Where both the IP Office and the IP Office Contact Center are now upgraded to 10.0 will need changes on both sides and should use the following sections. Part A IP Office changes to VoIP security Part B IP Office Contact Center HTTPS changes Part C Reapplying the licenses to the IP Office Contact Center Part D Reapplying the security certificate to the IP Office Contact Center server Part E (Changing the IP Office Contact Center communication to the IP Office to secure SIP and TAPI) October

135 IP Office 9.X is upgraded to Then a new installation IP Office Contact Center 10.1 is installed. This will leave us with a IP Office that is trying to communicate in a non-secure manner and an IP Office Contact Center that is trying to communicate in a secure manner. So only Part A is required as only the IP Office needs updating. October

136 Part A. IP Office changes to VoIP Security Follow the setting below to change the IP Office communications to the IP Office Contact Center to secure. Please be aware that once changed the connection to the IP Office Contact Center will be lost until the IP Office Contact Center is communicating in a secure mode. 1. Open IP Office Manager (remember that after upgrading your IP Office you need to upgrade your IP Office Manager) and connect to the IP Office that is connected to the IP Office Contact Center. Choose the VoIP Security tab 2. Change the Media to Preferred. October

137 3. Click the OK button to accept the change. 4. Open the Extension on the IP Office and location the SIP extension used by the Avaya IP Office Contact Center. Choose the VoIP tab. October

138 5. Scroll down until you can see Media Security. 6. Check that the Media Security to is set to Same as System (Preferred). If not change to Same as System (Preferred) and then select the OK button. Note: Media Security must not be set to Disabled. Minimum of Preferred or Enforced only. October

139 7. While in the IP Office settings, it is wise to check the LAN1 VoIP settings. 8. Choose the IP Office under System. 9. Choose LAN Choose VoIP. October

140 11. Check that the following options are enabled and then select the OK to confirm. If any have not been enabled, then please refer to the Installation task based guide for more details. a. H323 GateKeeper b. SIP Trunks c. SIP Registrar d. SIP Domian Name (lower case only) e. SIP Registrar FQDN (lower case only) f. UDP (Port 5060). g. TCP (Port 5060) h. TLS (Port 5061) October

141 12. Click the Save button. 13. Click the OK button. Please be aware that this change requires a reboot of the IP office Note: If you change the protocol to or from TLS, it can take a few minutes to reestablish the connections. October

142 Part B IP Office Contact Center HTTPS changes. After upgrading the IP Office Contact Center to release via the upgrade section in this guide, we will now need to reinstall certain IP Office Contact Center components to allow them to use HTTPS connections. 4. On the IP Office Contact Center server, using the right mouse button choose the Windows icon and select Run. 5. In the Open field type services.msc and choose the OK button. October

143 6. Scroll down and Choose IPOCC Watchdog and Stop the service. 7. Using the right mouse button choose the Windows icon and select Control Panel. 8. Choose Uninstall a program. October

144 9. Choose IP Office Contact Center Addressbook Admin x64 and then select the Uninstall button. 10. Click the Yes button. 11. Now repeat in the following order. IP Office Contact Center LandingPage x64 IP Office Contact Center Statistic Viewer x64 IP Office Contact Center Unified Media Archiving x64 October

145 IP Office Contact Center Unified Media WebApps x64 IP Office Contact Center Wallboard Broker x64 IP Office Contact Center Web Chat Dialog x64 IP Office Contact Center Web Service Collection x64 IP Office Contact Center Web User Interface x64 IP Office Contact Center WebLM x64 IP Office Contact Center Tomcat WWW x64 IP Office Contact Center Tomcat x Browse to the location of the original IP Office Contact Center files and then browse into the directory Server IP Office Contact Center - Setups 13. Using the right mouse button choose Tomcat x64.msi and select Install. October

146 14. Click the Next button. 15. Read and then choose the option I accept the terms in the license agreement and then select the Next button. October

147 16. Choose the Complete option, Custom must be used if you have changed the default installation location. 17. Click the Install button. October

148 18. Click the Finish button. 19. Using the right mouse button choose Tomcat WWW x64.msi and select Install. October

149 20. Click the Next. 21. Read and then choose the option I accept the terms in the license agreement and then select the Next button. October

150 22. Choose the Complete option, Custom must be used if you have changed the default installation location. 23. Click the Install button. October

151 24. Click the Finish button. 25. Using the right mouse button choose WebLM x64.msi and select Install. October

152 26. Click the Next button. 27. Read and then choose the option I accept the terms in the license agreement and then select the Next button. October

153 28. Choose the Complete button, Custom must be used if you have changed the default installation location. 29. Click the Install button. October

154 30. Click the Finish button. 31. Using the right mouse button choose Web User Interface x64.msi and select Install. October

155 32. Click the Next button. 33. Read and then choose the option I accept the terms in the license agreement and then select the Next button. October

156 34. Choose the Complete option, Custom must be used if you have changed the default installation location. 35. Click the Next button (update the field, if they were changed on your previous installation). October

157 36. Click the Install button. 37. Click the Finish button. October

158 38. Using the right mouse button choose Web Service Collection x64.msi and select Install. 39. Click the Next button. October

159 40. Read and then choose the option I accept the terms in the license agreement and then select the Next button. 41. Choose the Complete option, Custom must be used if you have changed the default installation location. October

160 42. Click the Next option (update the field, if they were changed on your previous installation). 43. Click the Install button. October

161 44. Click the Finish button. 45. Using the right mouse button choose Web Chat Dialog x64.msi and select Install. October

162 46. Click the Next button. 47. Read and then choose the option I accept the terms in the license agreement and then select the Next button. October

163 48. Choose the Complete option, Custom must be used if you have changed the default installation location. 49. Click the Next button (update the field, if they were changed on your previous installation). October

164 50. Click the Install button. 51. Click the Finish button. October

165 52. Using the right mouse button choose Wallboard Broker x64.msi and select Install. 53. Click the Next button. October

166 54. Read and then choose the option I accept the terms in the license agreement and then select the Next button. 55. Choose the Complete option, Custom must be used if you have changed the default installation location. October

167 56. Click the Next button (update the field, if they were changed on your previous installation). 57. Click the Install button. October

168 58. Click the Finish button. 59. Using the right mouse button choose Unified Media Web Applications x64.msi and select Install. October

169 60. Click the Next button. 61. Read and then choose the option I accept the terms in the license agreement and then select the Next button. October

170 62. Choose the Complete option, Custom must be used if you have changed the default installation location. 63. Click the Next button (update the field, if they were changed on your previous installation). October

171 64. Click the Next button. 65. Click the Install button. October

172 66. Click the Finish button. 67. Using the right mouse button choose Unified Media Archiving x64.msi and select Install. October

173 68. Click the Next button. 69. Read and then choose the option I accept the terms in the license agreement and then select the Next button. October

174 70. Choose the Complete option, Custom must be used if you have changed the default installation location. 71. Click the Next button (update the field, if they were changed on your previous installation) October

175 72. In the Password field type the password used during the installation on the IP Office Contact Center for the database. Then click the Next button. 73. Click the Next button (update the field, if they were changed on your previous installation). October

176 74. Click the Next button (update the field, if they were changed on your previous installation). 75. In the Password field type the password used during the installation on the IP Office Contact Center for the database. Then click the Next button. October

177 76. Click the Install button. 77. Click the OK button in the popup window. October

178 78. Click the Yes button. 79. Click the OK button. 80. Click the Finish button. October

179 81. Using the right mouse button choose Contact Center Statistic Viewer x64.msi and select Install. 82. Click the Next button. October

180 83. Read and then choose the option I accept the terms in the license agreement and then select the Next button. 84. Choose the Complete option, Custom must be used if you have changed the default installation location. October

181 85. Change the URL of Application Server (Tomcat) to the host name of the IP Office Contact Center server (only change the others from the defaults, if they were changed on your previous installation). 86. Click the Next button. October

182 87. Click the Install button. 88. Click the Finish button. October

183 89. Using the right mouse button choose LandingPage x64.msi and select Install. 90. Click the Next button. October

184 91. Read and then choose the option I accept the terms in the license agreement and then click the Next button. 92. Choose the Complete option, Custom must be used if you have changed the default installation location. October

185 93. Click the Next button (update the field, if they were changed on your previous installation). 94. Click the Install button. October

186 95. Click the Finish button. 96. Using the right mouse button choose Addressbook Admin x64.msi and select Install. October

187 97. Click the Next button. 98. Read and then choose the option I accept the terms in the license agreement and then select the Next button. October

188 99. Choose the Complete option, Custom must be used if you have changed the default installation location Change the Name or IP of Application Server (Tomcat) to the host name of the IP Office Contact Center server (only change the others from the defaults, if they were changed on your previous installation). October

189 101. Click the Next button Click the Install button. October

190 103. Click the Finish button Start the IPOCC Watchdog Service. October

191 105. Wait until all the services are running. October

192 Part C Re-applying the IP Office Contact Center licenses. Due to the reinstalling of the WebLM x64.msi, it is necessary to re-apply the IP Office Contact Center licenses as they were lost when the uninstallation took place. Refer to the Core Installation Task based guide for the steps to install licenses October

193 Part D Re-applying the security certificate(s) to the IP Office Contact Center server. Due to reinstalling, it is now necessary to re-apply the security certificate(s) to the IP Office Contact Center server. Refer to the Avaya IP Office Contact Center - Core Installation for the process. Note: Please note that the IP Office Contact Center IPOCC Watchdog service will need to be restarted after adding the certificate(s). October

194 Part E Changing the IP Office Contact Center communication to the IP Office to secure SIP and TAPI. 1. Once all of the IP Office Contact Center services have started, login to the IP Office Contact Center client as the Administrator account 2. Choose the Administration tab. October

195 3. Choose Configuration. 4. Choose CHAP server. 5. Choose ChapServer and then select the Edit button. October

196 6. Choose the Properties tab 7. Using the mouse double click PBXSignalPort. October

197 8. Update the PBXSignalPort to Using the mouse double click SRTP. October

198 10. Update the SRTP to true. 11. Using the mouse double click TransportTypeProtocol. October

199 12. Update the TransportTypeProtocol to TLS. 13. Click the OK button. 14. Choose the PBXs tab. October

200 15. Choose the PBXServer and then select the Edit button. 16. Choose PBX access Double click on the IP address under Hostname. October

201 18. Update the IP address to TLS:IP Address. 19. Double click on the port number. 20. Update the port number to October

202 21. Click the OK button. 22. Click the OK button. Note: If you change the protocol to or from TLS, it can take a few minutes to reestablish the connection with the IP Office. October

203 How to Disable the IP Office Contact Center Auto Sync Service This operation maybe required to investigate why some configuration parameters from IP Office Contact Center or IP Office are not synchronized. 1. Click the PBX tab. 2. Click PBXServer and select the Edit button. October

204 3. Click the Conf access button. 4. Click the Delete button. October

205 5. Click the OK button to return. 6. The Auto sync has now been disabled October

206 How to Enable the IP Office Contact Center Auto Sync Service To enable Auto Sync service if it has been disabled: 1. Click the PBX tab. 2. Click PBXServer and select the Edit button. October

207 3. Click the Conf access button. 4. Enter the following details and then choose the OK button. A. Type the IP address of the IP Office. B. Enter the port number (7070 for Server Edition or 8443 for 500v2) C. Enter the User name of the xxxxx in the User: field. (This is the Account created for Auto Sync, See the Avaya IP Office Contact Center - Core Installation for more information). D. Enter the password of the xxxxx in the Password field. E. Enter the Sync Interval in the Sync Interval: field e.g. 0:00:02. October

208 5. Click the OK button to return. 6. The Auto sync has now been enabled October

209 How to change the IP Office Contact Center SIP Extension while using Auto Sync If you are required to change the IP Office Contact Center SIP Extension, it is necessary to determine whether you are using Auto-Sync between the IP Office and the IP Office Contact Center. If Auto Sync is being used, you can follow the steps below to change the SIP extension that is required for the IP Office Contact Center. 1. Login to IP Office Contact Center with Administrator and choose Administration Administration tools. October

210 2. Choose CHAP Server tab. 3. Choose the CHAP option and then select the Edit button. 4. Choose CHAP adapter. October

211 5. Change the SIP extension to the new number and then select the OK button. 6. The new change can be seen in TTrace IPO - IpoSyncService October

212 7. The new short code can now be viewed in IP Office Manager Solution Short Code. 8. The new SIP extension can now be seen in IP Office Manager Solution Primary- Extension. You can also check the Device type shows Avaya IP Office Contact Center. October

213 9. We now need to delete the old SIP Extension. Choose the old SIP extension. 10. Choose Edit and then select Delete. 11. Click the Save button. October

214 12. Click the OK to confirm. 13. You can now place a test call to one of your topic to test the change. October

215 Installing a Patch or Service Pack There may be circumstances when Avaya request that a Service Pack or Patch be installed in relation to IP Office Contact Center. Note: The following section outlines the general principles relating to installing a Patch onto the IP Office Contact Center server. You must always refer to any documentation or installation instructions that accompany the patch prior to its installation. It is good practice to perform a database backup prior to applying any patches that include database packages. Generic Patch Installation Example Before a patch is installed, the Watchdog has to be stopped. 1. Click on the server s Windows button. October

216 2. Open Administrative Tools. 3. Double left click on the Services link. October

217 4. Select the IPOCC Watchdog service and then click on the Stop link. It waits for 1 minute to disconnect all the existing connections with IPOCC processes and IP Office. 5. The Watchdog Service will stop. October

218 6. This is indicated by only a Start link being displayed in relation to the Watchdog Service. 7. Once the required patch has been obtained from Avaya, copy the patch on to server s desktop. October

219 8. Unzip the patch. 9. Open the Server folder. 10. Double click on the Setup Wizard icon. 11. Click Update. October

220 12. Depending on the components being upgraded you may be asked to enter the password of the Database. Enter the Database Password. 13. The Update is installed. October

221 14. Once the update has finished, click the Finished button. 15. You will be prompted to reboot the server. Click the OK button. October

222 16. Restart the server. From the server s desktop click Start followed by Restart. With Windows 2012 server, click the Settings icon, then click the Power icon followed by Restart. Windows 2012 Server October

223 Select Application: Installation (Planned), then click the Continue button. Windows 2012 Server 17. Once the server has rebooted, log back into the server via a remote desktop connection. October

224 18. Check that all of the server s components are running. To do this click Start followed by All Programs, open the Avaya IP Office Contact Center folder. Then open the Trace System folder. With Windows 2012 server, click the down arrow icon and click the TT display icon. Windows 2012 server October

225 19. Check that all components are running as indicated by green icons adjacent to the components. October

226 Upgrading SAP CRM Connector 1. After upgrading the IP Office Contact Center, open the CRM folder from the install directory. Then run the Contact Center ICI Connector. 2. Choose the Next button. October

227 3. Click the Upgrade button. 4. Click the Finish button. October

228 Uninstalling 10.1 IP Office Contact Center Software If required after consulting Avaya support, the IP Office Contact Center software can be uninstalled. The first step in this process is to stop the IP Office Contact Center services. 1. Close down all IP Office Contact Center clients. Using TTconsole you can check that all the client have been closed Clients open All Clients closed 2. Using the right mouse button choose the Windows icon then click Run. 3. In the open field type services.msc and then click the OK button. October

229 4. Scroll down and choose IPOCC Watchdog and then click the Stop icon. It waits for 1 minute to disconnect all the existing connections with IPOCC processes and IP Office. 5. The Service Control window is displayed, as the services are closed down. 6. The Services are stopped, which is indicated by the word Running no longer being displayed. October

230 7. The IPOCC Trace Server must now be stopped. Click the Stop button. 8. Check that the IPOCC PostgresSQL 9.3 service is running. October

231 9. Using the right mouse button choose the Windows icon then click Control Panel. 10. Click the Uninstall a program link. 11. Individually uninstall all IP Office Contact Center xxx programs except IP Office Contact Center PostgreSQL 9.3 October

232 12. Once all of the other IP Office programs have been uninstalled, the IP Office Contact Center PostgreSQL 9.3 program can be uninstalled. Note: The uninstall mechanism only removes files and folders which are created during installation. Any folders and files which are created once the IP Office Contact Center is up and running (logs or similar) are not removed automatically Note: When an IP Office Contact Center Wallboard is uninstalled, the background and company logo images remain on the server. The location of these files is <ProgramData>\Avaya\IP Office Contact Center\WallboardBroker\uploads folder. Where ProgramData is typically located on the server s C Drive for example C:\ProgramData\. October