Avaya Operational Analyst What s New

Transcription

1 Avaya Operational Analyst What s New Release 7.3.x July 2014

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3 Contents Purpose Intended audience Related resources Documentation Training Avaya Mentor Videos Support Warranty Call Management System 17 support on Solaris SPARC New and enhanced features in Avaya OA Windows Server 2008 R Solaris AIX Windows Microsoft SQL Server 2008 R Oracle 10g, 11g, and 11.2g DB Microsoft Internet Explorer 8.0 (32-bit) Active Directory Apache Tomcat for Solaris CMS R16.1, R16.2, and R VMWare 4.1 and Secure Sockets Layer (SSL) Cognos Optional database management Agent State by Channel Cross-domain authentication CORBA infrastructure change Discontinued platforms and applications Index What s New in Avaya OA 7.3 July

4 Contents 4 What s New in Avaya OA 7.3 July 2014

5 Chapter 1: Introduction Purpose The purpose of this document is to provide the information about the new features that the Operational Analyst Release 7.3.x provides. Intended audience This document is intended for: Contact center managers and supervisors Contact center system administrators Business partners What s New in Avaya OA 7.3 Comments? infodev@avaya.com July

6 Chapter 1: Introduction Related resources This section contains the following: Documentation on page 6 Training on page 7 Avaya Mentor Videos on page 8 Documentation The following Avaya OA documents are related to Avaya Interaction Center Agent: Title Description Audience Avaya Operational Analyst Installation Planning and Prerequisites Avaya Operational Analyst Installation and Configuration Avaya Operational Analyst Administration Client Avaya Operational Analyst Maintenance and Troubleshooting This guide provides detailed information about the planning and third-party software required to deploy an Avaya Operational Analyst, Release 7.3. This guide provides detailed instructions for installing and upgrading Avaya Operational Analyst. This guide provides information about the operation and operating environment of the Avaya Operational Analyst Administration Client. This guide provides the information about maintenance of Operational Analyst, and certain troubleshooting procedures you can use if problems occur within various functional areas of Operational Analyst. Business partners Customers Implementation engineers Avaya Global Services Business partners Customers Administrators Supervisors who have a valid user ID and password to logon to the administration server Customers Administrators Customers 6 What s New in Avaya OA 7.3 Comments? infodev@avaya.com July 2014

7 Related resources Title Description Audience Avaya Operational Analyst Data API Utility Avaya Operational Analyst Data API Developer Guide Avaya Operational Analyst Security Guide Avaya Operational Analyst Report Reference Guide This guide provides detailed information about the use of Avaya Operational Analyst Release 7.3.x Data API Utility. This guide provides the information about using Data APIs that are implemented as Web services for retrieving the OA real-time or historical data from the Stumbras Real-Time or Database Connection Pool services. This guide provides the security related information for securing the servers where Avaya OA 7.3.x is installed. This guide also focuses on the security considerations related to the Avaya OA 7.3.x software. This guide provides the information about reporting capabilities of Operational Analyst. Tabular Reports, Basic Reports, and Advanced Reports are described, with suggestions for how they can be used to help manage a multimedia contact center. Administrators Avaya and third-party systems integrators Managers Supervisors who have a valid user ID and password to logon to the OA Report Subsystem host. Software developers System integrators from Avaya and Business partners Administrators Implementation engineers. Managers Supervisors Administrators Training The following courses are available on the Avaya Learning website at In the Search field, enter the course code, and click Go to search for the course. What s New in Avaya OA 7.3 Comments? infodev@avaya.com July

8 Chapter 1: Introduction Course Code Course Title ATC01175WEN IC and OA Overview ATC01176IEN Interaction Center Administration and Configuration AUCC The Basics of Operational Analyst Part 1. AUCC The Basics of Operational Analyst Part 2. ATC01171IEN Operational Analyst Planning and Implementation. Avaya Mentor Videos Avaya Mentor is an Avaya-run channel on YouTube that includes technical content on how to install, configure, and troubleshoot Avaya products. Go to and perform one of the following actions: Enter a key word or key words in the Search Channel to search for a specific product or topic. Scroll down Playlists, and click the name of a topic to see the available list of videos posted on the site. Support Visit the Avaya Support website at for the most up-to-date documentation, product notices, and knowledge articles. You can also search for release notes, downloads, and resolutions to issues. Use the online service request system to create a service request. Chat with live agents to get answers to questions, or request an agent to connect you to a support team if an issue requires more expertise. 8 What s New in Avaya OA 7.3 Comments? infodev@avaya.com July 2014

9 Warranty Warranty Avaya provides a 90-day limited warranty on Avaya IC. To understand the terms of the limited warranty, see the sales agreement or other applicable documentation. In addition the standard warranty of Avaya and the details regarding support for Avaya IC in the warranty period is available on the Avaya Support website at under Help & Policies > Policies & Legal > Warranty & Product Lifecycle. See also Help & Policies > Policies & Legal > License Terms. What s New in Avaya OA 7.3 Comments? infodev@avaya.com July

10 Chapter 1: Introduction 10 What s New in Avaya OA 7.3 Comments? infodev@avaya.com July 2014

11 Chapter 2: What s New in Avaya Operational Analyst Avaya Operational Analyst (Avaya OA) Release provides the enhancement related to Call Management System (CMS) support. Call Management System 17 support on Solaris SPARC Operational Analyst (OA) Release supports the Call Management System (CMS) Release 17 (17.0.2) only on the Solaris SPARC platform. A new mechanism based on modifying an XML file (ECHFormat.xml) and externalized ECH field metadata is added in OA. For more information about updating the ECHFormat.xml file, you must contact Avaya Professional Services Team. Important:! Important: You must not edit the ECHFormat.xml file without operational knowledge and skills in Operational Analyst and the XML technology. Incorrect modifications in the ECHFormat.xml file might prevent the system to work properly. What s New in Avaya OA 7.3 Comments? infodev@avaya.com July

12 Chapter 2: What s New in Avaya Operational Analyst What s New in Avaya OA 7.3 Comments? infodev@avaya.com July 2014

13 Chapter 3: What s New in Avaya Operational Analyst 7.3 Avaya Operational Analyst (Avaya OA) Release 7.3 provides number of enhancements to the functionality provided by the earlier Avaya OA releases and the successive Service Pack releases. This section contains an overview of the new features and enhancements in Avaya OA Release 7.3. Avaya OA Release 7.3 is a fresh install and also supports upgrading the Avaya OA release 7.1 to the Release 7.3. This section includes the following topics: New and enhanced features in Avaya OA on page 14 Discontinued platforms and applications on page 21 What s New in Avaya OA 7.3 Comments? infodev@avaya.com July

14 Chapter 3: What s New in Avaya Operational Analyst 7.3 New and enhanced features in Avaya OA Following is the list of new or updated features in Avaya OA. Windows Server 2008 R2 on page 14 Solaris 10 on page 15 AIX 6.1 on page 15 Windows 7 on page 15 Microsoft SQL Server 2008 R2 on page 15 Oracle 10g, 11g, and 11.2g on page 16 DB2 9.5 on page 16 Microsoft Internet Explorer 8.0 (32-bit) on page 16 Apache Tomcat for Solaris on page 16 CMS R16.1, R16.2, and R16.3 on page 16 VMWare 4.1 and 5.0 on page 17 Secure Sockets Layer (SSL) on page 17 Cognos 7.4 on page 17 Optional database management on page 18 Agent State by Channel on page 18 Cross-domain authentication on page 19 CORBA infrastructure change on page 20 Windows Server 2008 R2 Avaya OA 7.3 provides support for 64-bit version of Windows Server 2008 R2 Standard and Enterprise editions. Windows Server 2008 R2 extends the Windows Server 2003 operating system, providing a more efficient way to manage and control access to local and remote resources while easily integrating into your existing Windows Server 2003 environment. Windows Server 2008 R2 provides a scalable, security-enhanced Web platform, seamless interoperability with UNIX-based systems and enables new scenarios including simplified branch server management, improved identity and access management, and more efficient storage management. Note: Note: You can only perform the fresh install on the 64-bit version of Windows Server 2008 R2 14 What s New in Avaya OA 7.3 Comments? infodev@avaya.com July 2014

15 New and enhanced features in Avaya OA Solaris 10 Avaya OA 7.3 provides support for Solaris 10. Solaris 10 contains changes in the installation of the operating system providing a simplified and unified installation process. Solaris 10 also comes with features such as Predictive Self-Healing, that includes significant changes to the booting and service administration processes and Solaris Zones software partitioning technology. Zones are used to make the operating system services virtual and provide an isolated and secure environment for running applications. AIX 6.1 Avaya OA 7.3 provides support for AIX 6.1. AIX 6.1 provides improved flexibly and security, delivers superior performance, increases system utilization and efficiency, and provides easy administration. Windows 7 Avaya OA 7.3 provides support for the 64-bit version of Windows 7 for Avaya OA Data API utility and Report client with Internet Explorer version 8.0. Windows 7 provides improved backup and restore functions as well as improved performance and security, Instant Search, Windows Sidebar, Problem Reports and Solutions and Windows System Assessment Tool. Microsoft SQL Server 2008 R2 Avaya OA 7.3 supports the 64-bit version of the Microsoft SQL Server 2008 R2 database. Microsoft SQL Server 2008 R2 provides a comprehensive business platform for data integration, analysis, and reporting. Microsoft SQL Server 2008 R2 supports the highest performance, availability and security to run your applications with native data encryption, secure default settings, and password policy enforcement. Note: Note: On Windows Server 2008 R2, Avaya OA only supports the 64-bit version of SQL Server 2008 R2. What s New in Avaya OA 7.3 Comments? infodev@avaya.com July

16 Chapter 3: What s New in Avaya Operational Analyst 7.3 Oracle 10g, 11g, and 11.2g Avaya OA 7.3 provides support the 64-bit version of the Oracle 10g, 11g, and 11.2g database. Oracle database provides tools that automate the well-structured DBA tasks, freeing-up the DBA to pursue more challenging work. Oracle database also comes with features such as Automatic Memory Tuning, SQL Performance Analyzer, Automated Storage Load balancing and Automatic Diagnostic Repository. DB2 9.5 Avaya OA 7.3 provides support for DB DB2 9.5 provides easy manageability of common and critical tasks, extends the workload management capabilities, provides enhanced security, performance enhancements with radical improvements in query time for complex queries, high availability of data and so on. Microsoft Internet Explorer 8.0 (32-bit) Avaya OA 7.3 supports the Microsoft Internet Explorer 8.0 (32-bit) browser. Internet Explorer 8.0 (32-bit) provides improved navigation through tabbed browsing, advanced printing, reading and subscription to RSS feeds, and web search from the toolbar. Active Directory Avaya OA 7.3 supports Active Directory on Windows Server 2008 R2. Apache Tomcat for Solaris Avaya OA 7.3 supports Apache Tomcat on Solaris. Apache Tomcat is a Java servlet container and web server from Apache software foundation. Apache tomcat is bundled in the Avaya OA 7.3 installer. CMS R16.1, R16.2, and R16.3 Avaya OA 7.3 supports Call Management System (CMS) R16.1, R16.2, and R What s New in Avaya OA 7.3 Comments? infodev@avaya.com July 2014

17 New and enhanced features in Avaya OA From CMS R16.0 new data items are added to support following features of Communication Manager 6: Interruptible AUX Preferred Skill Level Routing The above features are available as a part of CMS R16.1, CMS R16.2, and CMS R16.3 implementation. Avaya OA 7.3 data model does not support the above features, which are included as part of the different interval tables for CMS R16.1. Note: Note: Avaya OA 7.3 does not completely support CMS R16.1. You cannot export the additional column data added in the interval tables of CMS R16.1 to the Avaya OA historical database. The Avaya OA data model for CMS R16.1 is treated same as the CMS R16 database model. VMWare 4.1 and 5.0 Avaya OA 7.3 supports the VMWare ESX / ESXi 4.1 and ESX / ESXi 5.0. When deploying Avaya OA using VMWare ESX servers, you should continue to follow: All Avaya OA prerequisites and deployment guidelines as documented in the Avaya OA Installation Planning and Prerequisites guide CPU, Memory and Disk sizing guidelines from the sizing tool You should tune system performance and monitor virtual machines using appropriate VMWare tools. Avaya recommends performing all tuning and virtual machine reorganization using tools, such as VMotion. To avoid possible undesirable impact on the operation of Avaya OA, perform these tasks in a standard maintenance window when Avaya OA is not operational. Secure Sockets Layer (SSL) Avaya OA 7.3 supports SSL functionality. In Avaya OA, you can configure SSL for the Stumbras reporting server to receive data on a secured https port. With SSL, client applications can communicate with the server over a network in a secured way. Cognos 7.4 Avaya OA 7.3 adds supports for Cognos 7.4. Cognos 7.4 provides web support. What s New in Avaya OA 7.3 Comments? infodev@avaya.com July

18 Chapter 3: What s New in Avaya Operational Analyst 7.3 Optional database management The database administrator is required to configure the Avaya OA database during the Avaya OA installation. For Oracle installations (Windows or Solaris), requirements for this user have been revised. In Avaya OA 7.1, the DB Administrator user required SYSDBA role but now in Avaya OA 7.3, the DB Administrator user requires DBA role. However, Oracle SYS user can still be used for OA installation. The other database user attributes defined in the Avaya Operational Analyst Installation Planning and Prerequisites should be met. Agent State by Channel Avaya OA 7.3 adds the Agent State by Channel functionality. By capturing and reporting agent state information by channel, Avaya OA provides more complete information to contact center managers to help in understanding how their agents are currently working. The agent state by channel reporting feature is an extension of the agent availability by channel reporting feature. Agent state by channel provides reporting in addition to the overall state reporting, which reports on general agent state in across all channels. By capturing the agent state information, Avaya OA can calculate how much time agents spend in each of the states. These durations include: Note: Logged in duration - Time the agent is logged in to the channel. Work duration - Time the agent state is Active, Occupied or Wrap-up for the channel. Occupied duration - Time that the agent is working at their maximum task load for a particular channel, making the agent unavailable to receive additional contacts on this channel. Task load is set in IC Manager. Non contact duration - Time the agent is in the channel but not available for contact work, such as when in state AUX, during computer hardware or software failure or other equipment failure. Idle duration - Time the agent is in the channel doing no work but is available for work. Note: Each of these durations is fully defined in the Avaya OA 7.3 Data Model. These measures provide additional resources to contact center managers to help understand how their agents are currently working, and where they can make process improvements. 18 What s New in Avaya OA 7.3 Comments? infodev@avaya.com July 2014

19 New and enhanced features in Avaya OA Cross-domain authentication Cross-domain authentication provides graded authentication that lets users from different domains access and execute reports. Cross-domain authentication is useful especially when users from different domains within the same organization want to access and execute Avaya OA basic and tabular reports. Avaya OA 7.3 adds support for cross-domain authentication. By adding support for cross-domain authentication, Avaya OA allows users from trusted domains to access resources in the other domains by validating their credentials. For cross-domain authentication to take place successfully, a two-way trust relation must be established between two domains through ADS. One of the domains is a primary domain and the other is a secondary domain, which is trusted by the primary domain. Consider the following scenario to understand how cross-domain authentication is supported by Avaya OA: Users Primary Domain (Whether the user is member of "Primary Domain") Trusted Domain (Whether the user is member of "Trusted Domain") Whether the user can access resources from both the domains... User A Yes Yes Yes User B No Yes No User C Yes No No! Important: Important: The data presented in the matrix is based on the assumption that both the primary and the secondary trusted domain are mutually trusted domains. The user (User A) from a group affiliated to a group from the Trusted Domain is already added to a group in the Primary Domain to ensure that it (User A) gets to use the resources from the Primary Domain. The user (User B) from a group affiliated to a group from the Trusted Domain needs to be added to a group in the Primary Domain to ensure that it (User B) gets to use the resources from the Primary Domain. The user (User C) from a group affiliated to a group from the Primary Domain needs to be added to a group in the Trusted Domain to ensure that it (User C) gets to use the resources from the Trusted Domain. Avaya OA groups must be of the Universal type so that users from other trusted domains can be added in these groups. Cross-domain authentication is supported in Avaya OA 7.3 by using the following instructions: What s New in Avaya OA 7.3 Comments? infodev@avaya.com July

20 Chapter 3: What s New in Avaya Operational Analyst 7.3 A two-way trust relationship must be established between the primary and trusted domain through the Active Directory Server. The users from the trusted domain need to be added in Avaya OA groups (such as oaadmin, oarpt, oarptwriter) on the primary domain. The autserver.properties file needs to be provided with a new property: TRUSTEDDOMAINS = Fully qualified Domain Name1,Fully qualified Domain Name2 where Fully qualified Domain Name1 and Fully qualified Domain Name2 are domains trusted to and by the primary domain. These trusted domains are separated by a comma "," (without the quotes). For example, TRUSTEDDOMAINS = punoadom3.avaya.com,punoadom2.avaya.com Prerequisites for a user in Cross Domain authentication: Check that the user, who is going to use cross-domain access, is able to access shared resources at windows level. Check that the user has enough rights for accessing Avaya OA reports. Important:! Important: The primary domain name is not to be listed in the TRUSTEDDOMAINS property of the autserver.properties file. CORBA infrastructure change Avaya OA 7.3 has undergone a generic CORBA infrastructure change, wherein the C++ naming service has been replaced by the Java Naming Service. Note: Note: This change has not impacted the Avaya OA features visible to you. 20 What s New in Avaya OA 7.3 Comments? infodev@avaya.com July 2014

21 Discontinued platforms and applications Discontinued platforms and applications Avaya OA 7.3 does not support the following: Windows Server 2003 Microsoft SQL Server 2005 Internet Explorer 6.0 SP1 Sun One Web server Oracle 9 For detailed information on Avaya OA 7.3 hardware and software support, see Avaya Operational Analyst Installation Planning and Prerequisites. What s New in Avaya OA 7.3 Comments? infodev@avaya.com July

22 Chapter 3: What s New in Avaya Operational Analyst What s New in Avaya OA 7.3 Comments? infodev@avaya.com July 2014

23 Index Index C CMS 17 support D discontinued platforms and applications I Intended users of this document N new and enhanced features Active Directory Agent State by Channel AIX Apache Tomcat for Solaris CMS R Cognos CORBA Cross-domain authentication DB Microsoft Internet Explorer 8.0 (32-bit) Microsoft SQL Server 2008 R Oracle 10g, 11g, 11.2g Solaris SSL VMWare 4.1 and Window Server 2008 R Windows P Purpose of this document W what s new in Avaya OA , 13 What s New in Avaya OA 7.3 July

24 Index 24 What s New in Avaya OA 7.3 July 2014