Administering Avaya Enhanced Caller ID (ECID)

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1 Administering Avaya Enhanced Caller ID (ECID) Release 1.0 March 2012

2 2012 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya s agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. 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 through the Avaya Support Web site: License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE ("GENERAL LICENSE TERMS"). IFYOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. 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 End User. "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. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Designated System(s) License (DS). End User may install and use each copy of the Software on only one Designated Processor, unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User. Avaya may require the Designated Processor(s) to be identified by type, serial number, feature key, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose. 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 the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server. Database License (DL). Customer may install and use each copy of the Software on one Server or on multiple Servers provided that each of the Servers on which the Software is installed communicate with no more than a single instance of the same database. CPU License (CP). End User may install and use each copy of the Software on a number of Servers up to the number indicated by Avaya provided that the performance capacity of the Server(s) does not exceed the performance capacity specified for the Software. End User may not re-install or operate the Software on Server(s) with a larger performance capacity without Avaya s prior consent and payment of an upgrade fee. Named User License (NU). Customer may: (i) install and use the Software on a single Designated Processor or Server per authorized Named User (defined below); or (ii) install and use the Software on a Server so long as only authorized Named Users access and use the Software. "Named User," means a user or device that has been expressly authorized by Avaya to access and use the Software. At Avaya s sole discretion, a "Named User" may be, without limitation, designated by name, corporate function (e.g., webmaster or helpdesk), an or voice mail account in the name of a person or corporate function, or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Product. Shrinkwrap License (SR). With respect to Software that contains elements provided by third party suppliers, End User may install and use the Software in accordance with the terms and conditions of the applicable license agreements, such as "shrinkwrap" or "clickwrap" license accompanying or applicable to the Software ("Shrinkwrap License"). The text of the Shrinkwrap License will be available from Avaya upon End User's request (see.third-party Components" for more information). Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: 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 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 Web site: Trademarks Avaya is a registered trademark of Avaya Inc. MultiVantage is a trademark of Avaya Inc. All non-avaya trademarks are the property of their respective owners. Downloading documents For the most current versions of documentation, see the Avaya Support Web site: Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is in the United States. For additional support telephone numbers, see the Avaya Support Web site: March

3 Table of contents Table of contents About this document... 4 Intended audience... 4 Related documents... 4 Introduction... 5 Sequenced Application overview... 5 ECID Overview... 5 Administration overview... 6 Administration prerequisites Synchronizing ECID database with your local database (LDAP or SQL)... 8 Backing up and restoring... 8 Log overview... 9 Viewing log information... 9 Application level and server level logging Talend logging Application log format Displaying performance metrics Managing repository data Modifying user and server credentials Purging call details data Troubleshooting the ECID configuration Glossary March

4 About this document About this document The Administering Avaya Enhanced Caller ID (ECID) guide provides information on administering the Enhanced Caller ID (ECID) application. Intended audience This document is addressed to customer site administrators who monitor the performance of the ECID application and perform some administrative operations. Related documents The guide is part of the Sequenced Applications documentation set. The other documents in the documentation set are as follows: Installing and configuring Avaya Enhanced Caller ID (ECID) Provides information on environment configuration for installing ECID in the Avaya Aura environment and also provides detailed installation procedures. Avaya Enhanced Caller ID Release Notes Provides information on the latest version of the ECID application. March

5 Introduction Introduction Sequenced Application overview Enhanced Caller ID (ECID) is an example of a Sequenced Application. Sequenced Applications are a powerful mechanism inherent to Avaya Aura that allows new features and enhancements to your Aura environment in a simple and modular fashion. These application sets can be associated as the originating and terminating application templates for the Communication Profile of a registered user in the User Management module to route every incoming, outgoing, or combined call for the user. Applications are assigned based on user requirements, irrespective of the location or the device used. Avaya Aura Session Manager provides the capability to configure and manage ordered sets of applications on behalf of Aura users. ECID Overview ECID is an Avaya Aura calling feature that inserts specific calling-name information for your incoming calls. ECID uses calling-number information (CLID or ANI) as a search key against your existing customer database information to display the name associated with that number, if any, to the called party. The ECID functionality helps the called party in answering a call by providing information about the calling party ECID uses a local cache of your records as the local cache isolates the application from network effects and limits the impact of ECID on your network and database operations. The system refreshes this cache at fixed schedules. The system synchronizes the cache refresh time with the database refresh time through the SQL or LDAP connection that you choose. If the local database server is down for some reason, the ECID database synchronizes with the local database when you restart the local database. If you make a duplicate entry, for example, if you assign a single number to two different names, the system logs an error in the log file. The system also adds the first entry to the database. After the system adds the first entry to the database, you can reconcile which records to retain. If you have multiple phone numbers, for example customer mobile number and desk phone number assigned to one name, the system makes separate entries for each phone number under the same name, and displays the name when you receive calls from any of these numbers. If there is incomplete data, for example, blank name with no phone number assigned, the system does not add the data to the local cache, and also logs an error in the log file. During normal operation, ECID can display a preselected symbol as the character to the extreme left of the display name for entries that the ECID modifies or for which the ECID inserts the name of the caller. You can choose the option of displaying a symbol. Using this feature, you can recognize the modified ECID for your incoming calls. Avaya Professional Services personnel provisions the symbol when you commission the ECID. When you forward an ECID call, the called party can see the ECID features in the forwarded call. March

6 Introduction Administration overview You must perform some administrative operations after the Avaya Professional Services personnel complete installing and configuring the ECID application in your network. The high-level tasks involved in administering the ECID application are as follows: Backing up and restoring: To backup and restore ECID database. Viewing log information: To view the log information of the ECID application for a particular session. Viewing performance metrics: To assess system performance by viewing collected service statistics. Modifying user and server credentials: To modify user credentials such as user name and password that the ECID uses to gain access to your customer database and modify the server details and port information for security reasons. March

7 Administration prerequisites Administration prerequisites After you implement the ECID application in the customer environment, the system synchronizes the ECID database with your local database, LDAP or SQL, by mapping the phone numbers to associated names. The customer names to be displayed when calls are received from the corresponding customer numbers are extracted from your database and recorded in a local cache to accelerate this mapping of phone numbers to display names. March

8 The following sections list the various tasks you must perform for administering the ECID application. Synchronizing ECID database with your local database (LDAP or SQL) The system synchronizes the ECID database automatically as scheduled by Avaya Professional Services during the ECID configuration. To know more about database synchronization, contact your Avaya Professional Services representative. Backing up and restoring To back up the ECID data into a sql file: 1. Log on to the server using a Linux shell. Use craft as the user name and craft01 as the password to log in. 2. Type the following command to go to the scripts folder: cd /opt/avaya/scripts 3. Type the following command to view the backup script in the scripts folder: ls la The backup script is seqappsbackup.sh. 4. Type the following command and then press Enter. sh seqappsbackup.sh The system stores the backup file in /opt/avaya/scripts/backup 5. Perform the following tasks to verify the backup file: a. Go to /opt/avaya/scripts/backup b. Open the sql file to verify the backed up data. To restore ECID data from a previous backup: 1. Log on to the server using a Linux shell. Use craft as the user name and craft01 as the password to log in. 2. Type the following command to go to the scripts folder: cd /opt/avaya/scripts 3. Type the following command to view the restore script in the scripts folder: ls la The restore script is seqappsrestore.sh. 4. Type the following command and then press Enter. sh seqappsrestore.sh March

9 5. Enter the password for the database user postgres, when the system prompts you for the password. 6. Enter the name of the sql file from where you want to restore data. The file is stored in the following location: /opt/avaya/scripts/backup 7. Enter Y at the prompt asking you to confirm the restoration process. The seqapps restore process is successful if the system displays the following message: Database 'seqapps' has been successfully restored. Log overview The system performs: Application level logging and server level [Jboss/Mobicents (Application Server / SIP Servlet)] logging Talend logging Install logging The system stores the application level logs and server level logs in the following location in your system: /opt/avaya/mss/server/default/log The system stores the install logs in the following location in your system: /var/log/seqappsinstalllog Viewing log information To view the log information: 1. Log on to the server using a Linux shell. Use craft as the user name and craft01 as the password to log in. 2. Go to the following location: /opt/avaya/mss/server/default/log 3. Open one of the following log files based on your requirement: server.log file avaya.debug.log avaya.op.log March

10 Application level and server level logging The system maintains application level logging and server level logging in the respective files as follows: Log file name server.log avaya.debug.log avaya.op.log Description Contains all the logs for the applications and the application server and the Talend job used for retrieving external customer data. Contains all the debug logs that capture all logging levels at FINE and above by default configured in the jboss-log4j. Contains all the operational logs that capture operation logging at the INFO and above logging levels by default configured in the jboss-log4j. Talend logging Avaya Professional Services professional configures the integration of customer data through Talend. This integration activity may share logging functions from example jobs which write to the same log location as the application level logs. These examples maintain Talend logging for the following activities: Connection error when trying to connect to the external customer database. Duplicate entry. Empty phone number. Empty display name. Number of entries updated by the Talend job. Application log format The system stores the ECID logs in the Avaya Common Log Format. The recorded fields, in order are as follows: Log name Server name IP address Description The name of the Sequenced Application Server. The IP address of the Sequenced Application Server. March

11 Log name Timestamp Process ID Log string Description The time at which the ECID application receives a call from Session Manager and triggers a data retrieval action from the ECID database. A number the system assigns to a log message. The message content section in the application log. An example of application log is as follows: Jan 9 13:22: : com.avaya.ept.seqapps.common.baseproxyservlet 0 com.avaya.ept.seqapps.common.baseproxyservlet SAS has started Displaying performance metrics The system maintains operational records for the ECID application. These records can be processed to present performance metrics showing the effectiveness of ECID in the requested period. To obtain different performance metrics, perform the following tasks. The first three tasks are common for all the performance metrics activities. 1. Log on to the server using a Linux shell. Use craft as the user name and craft01 as the password to log in. 2. Type the following command to go to the scripts folder: cd /opt/avaya/scripts 3. Type the following command to view OM retrieval shell scripts. ls la The system displays all the scripts present in the scripts folder. Viewing server start date and server stop date between a specific date range: To retrieve the details in a txt file format: a. Type sh serviceavailability.sh, and then press Enter. b. Enter the value for the service start date in the following format: [yyyy/mm/dd]. c. Enter the value for the service stop date in the following format: [yyyy/mm/dd]. The system stores the output in the following location: /opt/avaya/scripts/output/serviceavailability To retrieve the details in a csv file format: a. Type sh serviceavailability.sh csv, and then press Enter. b. Enter the value for the service start date in the following format: [yyyy/mm/dd]. March

12 c. Enter the value for the service stop date in the following format: [yyyy/mm/dd]. The system stores the output in the following location: /opt/avaya/scripts/output/serviceavailability Note: If you type an incorrect command, the system displays the following error message: Invalid command. Enter sh serviceavailability.sh (or) sh serviceavailability.sh csv Perform the following tasks to verify the results of the serviceavailability.sh or serviceavailability.sh csv command: a. Go to the location where the results are stored: /opt/avaya/scripts/output/ serviceavailability b. Open the txt file or the csv file to view the data. Viewing details of hits, misses, and error count from the calldetails table: To retrieve the details in a txt file format: a. Type sh hitmisserrorcount.sh, and then press Enter. b. Enter the value for the start date in the following format: [yyyy/mm/dd]. c. Enter the value for the end date in the following format: [yyyy/mm/dd]. The system stores the output in the following location: /opt/avaya/scripts/output/hitmisserrorcount To retrieve the details in a csv file format: a. Type sh hitmisserrorcount.sh csv, and then press Enter. b. Enter the value for the start date in the following format: [yyyy/mm/dd]. c. Enter the value for the end date in the following format: [yyyy/mm/dd]. The system stores the output in the following location: /opt/avaya/scripts/output/hitmisserrorcount Note: If you type an incorrect command, the system displays the following error message: Invalid command. Enter sh hitmisserrorcount.sh (or) sh hitmisserrorcount.sh csv Perform the following tasks to verify the results of the hitmisserrorcount.sh or hitmisserrorcount.sh csv command: a. Go to the location where the results are stored: /opt/avaya/scripts/output/hitmisserrorcount b. Open the txt file or the csv file to view the data. Viewing call details output: You can view call details output for the caller ID, source number, destination number, and gateway IP. To retrieve the details in a txt file format: a. Type sh calldetailsindetail.sh, and then press Enter. b. Enter the value for the start date in the following format: [yyyy/mm/dd]. March

13 c. Enter the value for the end date in the following format: [yyyy/mm/dd]. The system stores the output in the following location: /opt/avaya/scripts/output/calldetailsindetail To retrieve the details in a csv file format: a. Type sh calldetailsindetail.sh csv, and then press Enter. b. Enter the value for the start date in the following format: [yyyy/mm/dd]. c. Enter the value for the end date in the following format: [yyyy/mm/dd]. The system stores the output in the following location: /opt/avaya/scripts/output/calldetailsindetail Note: If you type an incorrect command, the system displays the following error message: Invalid command. Enter sh calldetailsindetail.sh (or) sh calldetailsindetail.sh csv Perform the following tasks to verify the results of the calldetailsindetail.sh or calldetailsindetail.sh csv command: a. Go to the location where the results are stored: /opt/avaya/scripts/output/calldetailsindetail b. Open the txt file or the csv file to view the data. Managing repository data [Work in progress.] Modifying user and server credentials You can modify user credentials such as user name and password and server and port information used to connect to the postgres database, LDAP Server or SQL Server. To modify the required information: 1. Locate the Default.properties file in your server. 2. Open the file using a text editor. 3. Modify the information in the file as required. 4. Save the changes. The following is an example of a Default.properties file for SQL Server: # #Tue Dec 13 11:06:57 EST 2011 DemoCustomerData_Database=<customerdbname> March

14 DemoCustomerData_Password=<customerdbpass> postgres_avayaseqapps_password=seqappspass DemoCustomerData_AdditionalParams=noDatetimeStringSync\=true postgres_avayaseqapps_port=5432 postgres_avayaseqapps_database=seqapps postgres_avayaseqapps_login=seqappsuser DemoCustomerData_Server=<serverip> DemoCustomerData_Port=3306 postgres_avayaseqapps_server=localhost DemoCustomerData_Login=<customerdbuser> postgres_avayaseqapps_schema The following is an example of a Default.properties file for LDAP: # #Tue Dec 13 11:06:24 EST 2011 LDAPSource_CountLimit=99999 postgres_avayaseqapps_password=seqappspass postgres_avayaseqapps_port=5432 LDAPSource_Filter=(&(objectClass\=*)) postgres_avayaseqapps_database=seqapps postgres_avayaseqapps_login=seqappsuser LDAPSource_Host=ldap.example.com postgres_avayaseqapps_server=localhost postgres_avayaseqapps_schema= LDAPSource_TimeOutLimit=0 LDAPSource_Port=389 March

15 Purging call details data To delete all the call details data from the calldetails table before a specified date: 1. Log on to the server using a Linux shell. Use craft as the user name and craft01 as the password to log in. 2. Type the following command to go to the scripts folder: cd /opt/avaya/scripts 3. Type the following command to view the list of shell scripts. ls la The purging script is purgecalldetails.sh. 4. Type sh purgecalldetails.sh, and then press Enter. 5. Enter the date to purge the call details data in the following format: [yyyy/mm/dd]. The system displays a warning message prompting you to confirm the purging activity. 6. Enter Y to confirm the purging. The purging activity is successful if the system displays the following message: call details records have been deleted successfully. March

16 Troubleshooting the ECID configuration Troubleshooting the ECID configuration Symptom Diagnosis Action required Avaya phones do not display contact names from the customer database. Avaya IP Phones store contact information with display names. Depending on the phone model used, if the received call comes from an existing contact stored on the phone, the phone might override the caller ID information received with the locally stored display name for the contact. With this Contact Pairing feature, the phone overrides the display name information received with the incoming call and displays the name stored locally on the phone. Disable Contact Pairing for the affected stations on Avaya Aura Communication Manager. March

17 Glossary Glossary Some of the frequently used terms in the document are as follows: Term ECID ANI CLID Calling party Called party SM Talend job Postgres OM Sequenced Applications Local cache Cron job Definition Enhanced Caller ID. Auto Number Identification. Caller ID. Person who initiates the call. Person who receives the call. Avaya Aura Session Manager. A tool used for retrieving external customer data and saving to local database after required modification (if any). ECID relational database. Stores all ECID related data. Operational Measurement. Refers to the activities involved in monitoring performance of an application. A mechanism inherent to Avaya Aura, which allows new features and enhancements to the Aura environment in a simple and modular fashion. A mechanism used to speed up network access to data files. The process involves caching data on the application rather than on servers. In ECID context, the system saves the latest data from customer database in the local cache to be used against incoming calls. The system refreshes the cache after each database synchronization activity. A mechanism used for scheduling a time-based job. Cron job enables users to schedule jobs (commands or shell scripts) to run periodically at the scheduled times or dates. In ECID context, the system performs a Cron job to March

18 Glossary Term Definition synchronize the ECID local cache with the customer database. APS Avaya Professional Services personnel who implements the ECID application at customer site. March

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