Avaya Analytics for Oceana Release 3.5

Transcription

1 Avaya Analytics for Oceana Release 3.5 Release Notes

2 Table of Contents Publication History... 2 Introduction... 3 What's in Avaya Analytics for Oceana 3.5 Key Features... 3 Avaya Analytics TM for Oceana 3.5 Reports... 4 Historical Reports... 4 Realtime Reports... 4 Software Information... 5 Solution Components... 5 Supported Browsers... 5 Installing Avaya Analytics for Oceana... 5 Avaya Analytics for Oceana Software... 6 Software Deployment and Configuration... 7 Upgrades... 7 Red Hat Enterprise Linux Support Disaster Recovery High Availability Product Compatibility Backing up and Restoring OBI Reports Legacy Supervisor Dashboards for BAM Known Issues Issues Addressed In This Release Languages Supported Documentation Errata Port Matrix Update OBI Server Upgrade BI Administration Users WebLogic Data Access Control BI Administration Users Groups SNMP Viewer Disaster Recovery Post Switchover Contacting Support Contact Support Checklist Contact Support Tasks Page 1

3 Publication History Issue Change Summary Author(s) Date 1.0 Avaya Analytics for Oceana 3.5 Solution Release Notes Analytics 27 th July 2017 Page 2

4 Introduction This document provides information to supplement Avaya Analytics for Oceana Solution software and documentation. Avaya Analytics for Oceana is a modular and extensible analytics and reporting platform that provides reporting of business measures. For updated documentation, product support notices, and service pack information, go to the Avaya Support site at What's in Avaya Analytics for Oceana 3.5 Key Features Avaya Analytics for Oceana supplies real-time and historical reporting for Avaya Oceana Solution. It will report across all channels supported by Avaya Oceana such as Voice, Chat, , SMS and Video. In this release the product has been rebranded from Avaya Oceanalytics for Oceana to Avaya Analytics for Oceana Oracle OBIEE has been upgraded from version to version In Avaya Analytics for Oceana 3.5 the Oracle BAM realtime reporting interface is replaced. A new Streams server is being introduced and Avaya Workspaces will be used for the presentation interface. Avaya Control Manager will be used for data source configuration and user role administration Avaya Analytics for Oceana 3.5 includes enhancements to existing Oceana operational reporting including Advanced Wait Treatment reporting, Channel Exclusivity reporting, Not Ready Reason Code reporting, Defer reporting and CDR reporting enhancements Service Level Configuration has been moved to Avaya Control Manager. Thresholds may now be configured for both services and channels. Avaya Analytics for Oceana 3.5 includes the following new out of the box historical reports: VDN Summary and Agent Not Ready By Reason Code Support for Russian has been added in Avaya Analytics for Oceana 3.5 A full list of available measures can be found within the Avaya Analytics Data Dictionary available from The following reports are available in Avaya Analytics for Oceana 3.5 Page 3

5 Avaya Analytics TM for Oceana 3.5 Reports Historical Reports In Avaya Analytics for Oceana 3.5 the historical report Routing Point Summary is replaced by a new report VDN Summary. There is one other new historical report Agent Not Ready By Reason Code Summary Realtime Reports o Account By Agent Summary o Agent By Routing Service o Agent Performance Summary o Agent Performance Top/Bottom 5 o Agent Compare o Agent Behaviour o Agent Configuration o Agent Not Ready By Reason Code Summary o Contact Center Performance Summary o Engagement Summary Report o Routing Service Summary o Routing Service Summary Contacts o Supervisor Activity o Supervised Agent Activity o Supervised Agent Compare o Time Series o VDN Summary In Avaya Analytics for Oceana 3.5 the Oracle BAM realtime reporting interface is replaced. Avaya Workspaces will be the realtime reporting interface through which users can create views and dashboards. There are three realtime dashboards available out of the box o o o Agent Performance Contact Summary Routing Performance Summary Page 4

6 Software Information Solution Components The Avaya Analytics TM for Oceana 3.5 product uses Oracle technologies. This includes Oracle Database Oracle Data Integrator (ODI) Oracle Stream Analytics (OSA) Oracle Business Intelligence (OBI) Oracle Real Application Clusters (RAC) Oracle Data Guard (included with Oracle Database ) Oracle HTTP Server Details on these products are available on the Oracle support site at Supported Browsers The following are the supported browsers for Avaya Analytics for Oceana 3.5 The Historical OBIEE web interface supports the following browsers Browser Version Internet Explorer 11 Microsoft Edge 40 Google Chrome 60+ Mozilla Firefox 52+ Apple Safari 9-10 The realtime reporting web interface in Workspaces supports the following browsers Browser Version Internet Explorer 11 Microsoft Edge 40 Google Chrome Mozilla Firefox Not Supported Apple Safari 9-11 Installing Avaya Analytics for Oceana Refer to Avaya Support website for software download details This version of Avaya Analytics for Oceana has been tested with Avaya Oceana 3.5. Please refer to Avaya Oceana 3.5 Release Notes Page 5

7 Avaya Analytics for Oceana Software Filename Component MD5 Checksum Version linuxamd64_12102_database_1of2.zip Database a40bd4c8dff6399b231a808e9a linuxamd64_12102_database_2of2.zip Database 30f20ef b8282ce c fmw_ _bi_linux64_disk1_1of2.zip OBIEE cf86b8cab78711bca17742cdb76c66f fmw_ _bi_linux64_disk1_2of2.zip OBIEE 7e4c769d52790c4e00e3e37f405dbe4a fmw_ _infrastructure_disk1_1of1.zip OBIEE WebLogic 04285a574f da15a9d40c4cc fmw_ _odi_disk1_1of2.zip ODI c9db254eb259573bace52d9bc fmw_ _odi_disk1_2of2.zip ODI b242802f3089a6b500fb826f1a4386bc ofm_integration_osa_ _disk1.zip OSA 56f27954c530f17fa2ee776c755b37e confluent-oss tar.gz Kafka 21179efb90512ca0c ce4a5f fmw_ _wls_disk1_1of1.zip WebLogic ea1b961b8896ac2f e41ddf V _1of2.zip RAC a40bd4c8dff6399b231a808e9a V _2of2.zip RAC 30f20ef b8282ce c V _1of2.zip RAC d793c2ba5db9008b79077bff8d27a V _2of2.zip RAC 0e18a9abb80427baf18f85865b1ecd5d OracleDatabasePatches3500.zip Database Patches b1fccec30e77671e4b61f OracleODIPatches3500.zip ODI Patches e6b5e6e62fadc9a54e946c OracleOBIEEPatches3500.zip OBIEE Patches 9c4a5642bdb35f df8a5ab OracleOSAPatches3500.zip OSA Patches 6123d1640d e OracleWebLogicPatches3500.zip WebLogic fda87571eb8405bbe9983b8fcb58ba Patches AvayaAnalytics_ _Build_20.zip Avaya Analytics 9c02f4113ee90f4cb6a8bf32cfeacfb6 3.5 Please verify the MD5 checksums after download to ensure files have been downloaded successfully. Page 6

8 Software Deployment and Configuration All Avaya Analytics solutions must include the following components: Oracle Database Oracle Business Intelligence (OBI) Oracle Data Integrator (ODI) Avaya Analytics Streams Server Oracle Stream Analytics (OSA) If you are upgrading from a previous version of Avaya Analytics, you must install the Avaya Analytics Streams Server on a server with a newly installed operating system. For example, if you want to install the Avaya Analytics Streams Server on the old Oracle Business Activity Monitor (BAM) server, you must install a new operating system first. Please refer to the Upgrading chapter of the Deploying Avaya Analytics for Oceana guide for more information. A set of scripts files and procedures exists to simplify the installation of the Oracle Software. Please refer to the Deploying Avaya Analytics for Oceana guide on how to use these scripts. Upgrades Database Upgrades From 3.4 or Upgrading an existing database requires the installation of new patches. The steps to deploy these patches are as follows: 1. Copy OracleDatabasePatches3500.zip to dump directory 2. Unpack OracleDatabasePatches3500.zip and change directory to location where you unzipped file unzip -d <dir_location> OracleDatabasePatches3500.zip cd <dir_location> 3. The first patch is a new OPatch utility 4. As ORACLE user, create backup copy of old opatch mv $ORACLE_HOME/OPatch $ORACLE_HOME/OPatch.$(date +"%m_%d_%y_%h_%m_%s") 5. Unpack p _121010_linux-x86-64.zip to ORACLE_HOME unzip -d $ORACLE_HOME p _121010_linux-x86-64.zip 6. Rename directory $ORACLE_HOME/OPatch/jre Page 7

9 mv $ORACLE_HOME/OPatch/jre $ORACLE_HOME/OPatch/jre_backup 7. Check version of opatch $ORACLE_HOME/OPatch/opatch version Output should be :OPatch Version: The next step is to install patch p _121020_linux-x86-64.zip 9. Stop listener and database systemctl stop Oceanalytics 10. Unpack zip file to any location (<patch_location>) unzip -d <patch_location> p _121020_linux-x86-64.zip 11. Change location to <patch_location>/ cd <patch_location>/ Run opatch $ORACLE_HOME/OPatch/opatch napply -silent 13. Check output for errors 14. Start database in upgrade mode: sqlplus / as sysdba startup upgrade exit 15. Run datapatch utility to apply scripts to load the modified SQL files into the database cd $ORACLE_HOME/OPatch./database -verbose 16. Check output for errors 17. Shutdown database sqlplus / as sysdba shutdown immediate 18. Start listener and database systemctl start Oceanalytics Page 8

10 19. If database and listener are up and running next step is to disable oceanalytics service and install new analytics service 20. For disabling oceanalytics service, as root user, run command: systemctl disable Oceanalytics 21. Follow the instructions in the Deploying Avaya Analytics for Oceana guide to install the new analytics service Retain OBIEE users/groups associations to AnalyticsRole after an OBIEE upgrade In order to retain any custom users or groups in OBIEE here is the list of steps which should be performed before OBIEE upgrade. 1. Stop all OBI services: /home/oracle/oracle/middleware/oracle_home/user_projects/domains/bi/bit ools/bin/stop.sh 2. Create two new directories /home/oracle/workdir and /home/oracle/exportdir 3. Run the following command /home/oracle/oracle/middleware/oracle_home/oracle_common/common/bin/wls t.sh 4. Run the following command exportserviceinstance('/home/oracle/oracle/middleware/oracle_home/user_ projects/domains/bi','ssi','/home/oracle/workdir','/home/oracle/exportd ir','','','',false,'admin01$') 5. Start the OBI services /home/oracle/oracle/middleware/oracle_home/user_projects/domains/ bi/bitools/bin/start.sh 6. Once successfully exported, save the newly created ssi.bar (located in /home/oracle/exportdir) to your local system (this would be old version of ssi.bar file) Save WebLogic users/groups which belongs to bi domain 1. Go to Security Realm of existing WebLogic domain via Console. Click on myrealm. Click on the Migration tab. From here export all the data in encrypted format. $DOMAIN > myrealm > Migration > Export 2. A directory within $DOMAIN called user_export should be created and the entire data would be exported within this directory. Put the absolute path for file-system in Export Directory on Server and click on Save. Page 9

11 This process creates five.dat files comprising all the information from local myrealm (DefaultAuthenticator.dat, DefaultCredentialMapper.dat, exportindex.dat, XACMLAuthorizer.dat and XACMLRoleMapper.dat). Save user_export directory to your local system. Once OBIEE software is upgraded successfully, this is the list of steps which should be executed to retain WebLogic users and groups 1. Restore WebLogic users/groups Copy the user_export directory to WebLogic domain to another and keep it in the same location where it was created. Ideally you can keep the directory anywhere in the server but keeping them within domain is a good practice. Change the directory ownership and file permissions as suited with new domain. Go to the console of the WebLogic server and follow the same path $DOMAIN > myrealm > Migration > Import Write the path up to export_user directory from where the user & role information from domain1 can be imported to domain2. Click Save 2. Use 7zip to open the ssi.bar file that was created on the old system. Drill into authmodel/jazn folder. 3. Use 7zip to open the ssi.bar file that comes in the Avaya installer folder. Drill into authmodel/jazn folder. 4. Drag the ssi.bar/authmodel/jazn/jazn-data.xml file from the old bar file into the same location in the new bar file. Accept option to replace. 5. Run the regular Avaya OBIEE install using installavaya.sh script. It will apply the modified ssi.bar file containing the new rpd and catalog with the old security model OSA Kafka Remove or stop Kafka on the existing OSA server before starting the upgrade. Stop or remove the OSA Real Time server (OSART) on the existing OSA server before starting the upgrade. This functionality is now part of the new Avaya Streams server. Red Hat Enterprise Linux Support Avaya Analytics for Oceana 3.5 supports Red Hat Enterprise Linux 7.4. No other release of Red Hat Enterprise Linux is supported. To upgrade to Avaya Analytics for Oceana 3.5, you can upgrade using one of the following options: Migrate your Avaya Analytics solution. You must deploy new RHEL 7.4 servers, install the required Oracle components and Avaya Analytics 3.5, and restore data from a previous Avaya Analytics version. Page 10

12 Install RHEL 7.4 on your existing servers, install the required Oracle components and Avaya Analytics 3.5, and restore data from a previous Avaya Analytics version Disaster Recovery Avaya Analytics supports the Oracle Data Guard feature for disaster recovery. This allows you to recover after a complete outage occurs at your primary data center. High Availability Avaya Analytics for Oceana 3.5 provides several High Availability features Oracle Real Application Clusters (RAC) Avaya Analytics supports two Oracle RAC Database instances, each running on separate host servers to ensure that there is no single point of failure for your database. Please refer to the Deploying Avaya Analytics for Oceana Guide for more details Analytics for Oceana 3.5 for OnCampus High Availability Avaya Analytics for Oceana 3.5 supports Oracle Stream Analytics High Availability (HA). You must create a primary server and a secondary server to support Oracle Stream Analytics HA. If the primary server fails, the secondary server acts as the primary server. Please refer to the Deploying Avaya Analytics for Oceana Guide for more details Page 11

13 Product Compatibility For the latest and most accurate compatibility information go to Backing up and Restoring OBI Reports If you are reinstalling the software or upgrading to a new release please refer to the Using Analytics Reports Guide for procedures on how to backup and restore your reports for OBIEE. Prior to upgrading the OBIEE software from to you must export any custom reports that you wish to save from the previous release into OBIEE web archive file. Legacy Supervisor Dashboards for BAM In Avaya Analytics for Oceana 3.5 the Oracle BAM realtime reporting interface is replaced. Avaya Workspaces will be the realtime reporting interface. If Workspaces has been previously configured with Dashboard widgets linking to Oracle BAM reports then these reports will no longer work. These Dashboard widgets should be removed. The widget Supervisor Dashboards is deprecated in 3.5 and will be repurposed to a Custom Links widget that a supervisor can add their own links into. Page 12

14 Known Issues After the Avaya Streams server is rebooted the Confluent services are shown as being down Tracking HELIX-5482 After the Avaya Streams server is rebooted the Confluent services are Number shown as being down After a reboot of the Avaya Streams server, manual intervention is required to start the Confluent services Workaround On the Avaya Streams server 1. login as root 2. run "service analytics status" and ensure the analytics service is running 3. run "service analytics stop" to stop the analytics service 4. run "service analytics start" to start the analytics service 5. logout OSA application fails to install due to invalid attribute in the server.properties file Tracking HELIX-5519 Guard rails required for OSA server.properties CSV.Consumer attribute Number If an attribute is configured with an invalid value, then one or more OSA applications may not install Workaround Review the server.properties file located in $OSA_SERVER_HOME directory and verify all property values. Correct any invalid entries and restart OSA Completed and Active Time measure not getting updated for Outbound Calls Tracking HELIX-5011 Completed and Active Time historical measures are not updated for Number Outbound Calls Under the following scenario the Completed and Active Time measures in the Agent By Account Historical report are not updated 1. In a setup where POM and Oceana are integrated, run a Campaign from POM 3. An agent receives an outbound call 4. At the end of the call the agent hangs up Workaround There is no workaround for this issue First row in CDR report does not clear even after interaction is complete Tracking HELIX-5402 First row in Contact Detail realtime report does not clear even after Number interaction is complete Under the following scenario the first row on the Contact Detail report is not cleared after a contact has completed 1. Send multiple contacts to an agent 2. On a Contact Detail realtime report all contacts are displayed as expected 3. Upon closing all contacts all rows on the report are removed except the row relating to the first contact Workaround There is no workaround for this issue Page 13

15 OSA HA: Historical data loss in the first interval after failover Tracking HELIX-5346 OSA HA: Historical data loss in the first interval after failover Number In an environment where OSA HA is configured and a failover occurs to the secondary server, then there is a loss of data for the first interval as the secondary server is starting up. This issue only impacts the first interval of data, subsequent intervals are not impacted Workaround There is no workaround for this issue Conference measure does not increment in real time reports after a consult conference Tracking HELIX-5546 Conference measure does not increment in real time reports after consult Number conference When a consult conference is initiated and completed between agents then the Conferenced, Conferenced Initiated and Conferenced Completed measures are not updated correctly in all realtime reports Workaround There is no workaround for this issue After deleting a Work Assignment Service from ACM, threshold measures are still being applied using the thresholds set against that service Tracking HELIX-5569 After deleting a Work Assignment Service from ACM, threshold measures Number are still being applied using the thresholds set against that service Under the following scenario thresholds will continue to calculate against old threshold values 1. Configure a new work assignment service in ACM 2. Specify a set of thresholds for this server, also in ACM 3. Threshold measures such as Long Engagement and Short Engagement will calculate against the values configured against this service 4. Within ACM delete the service 5. Long Engagement and Short Engagement will continue to calculate against the values that were configured against the service Workaround A restart of OSA will correct this issue. However, OSA should not be restarted unless during a nominated maintenance window Missing Time In State measures in 3.5 Tracking HELX-5570 Missing Time In State measures in 3.5 Number The following measures available in Avaya Oceananalytics are not available in Avaya Analytics 3.5 Time In Activity Code Time Not Ready Session Login Time Workaround There is no workaround for this issue Page 14

16 Long and Short Engagement calculates incorrect values Tracking HELIX-5588 Long Engagement and Short Engagement measures calculate incorrectly Number Both Long Engagement and Short Engagement values are incorrectly calculated starting from the time a contact alerts at an agent. These measures should only start calculating once the contact has been accepted by the agent. Workaround There is no workaround for this issue Historical Contact Detail Report Handling Time Duration does not include Deferred s manually retrieved Tracking HELIX-5594 Historical Contact Detail Report Handling Time Duration does not include Number Deferred s manually retrieved In the following scenario the Handling Time Duration is not calculated correctly 1. An agent receives an 2. The agent accepts the and then defers the , for example, 15 minutes 3. After 5 minutes the agent manually retrieves the deferred 4. The agent closes the 5. The Handling Time Duration is not updated when the is manually retrieved. This issue is not observed if the is delivered automatically by the system Workaround There is no workaround for this issue Contact Detail Report - Initial and Final Disposition Codes and ACW Indicator not updating Tracking HELIX-5534 Contact Detail Report - Initial and Final Disposition Codes and ACW Number Indicator not updating in both Historical and Realtime reports In the following scenario 1. An agent accepts a routed contact 2. The agent specifies a disposition code 3. The agent completes the contact and enters ACW 4. The Initial Disposition, Final Disposition and ACW do not update for Historical and Realtime reports Workaround Adding or removing agents from ACM groups are not reflected in realtime dashboards Tracking HELIX-5494 Changes in ACM group not reflected in realtime reports Number If agents are removed or added to a Group in ACM then those changes are not reflected in the realtime dashboards in Workspaces for reporting users who are logged in when the changes are made Workaround Any reporting users should logout and then log back in to see the Group changes reflected in their dashboards Page 15

17 Occurrences measure in Agent Not Ready By Reason Code report Description The Occurrences measure on the Agent Not Ready By Reason Code report does not update across intervals The Occurrences measure increments by 1 in the interval when the agent (or supervisor) manually selected the Not Ready state during that same interval The Occurrences measure does not increment in an interval if the agent was in the Not Ready state when the interval started and remains in the same state when the interval comes to an end The Occurrences measure increments by 1 if the agent ends a Not Ready state in an Interval and then the agent (or supervisor) manually selects the same Not Ready state again in the same interval (this can be done multiple times and each time the Occurrences measure will increment by 1) When the Oracle Database Alert Log file fills up then the Database becomes unresponsive Description In the database alert log you may see one of the following errors ORA-19809: limit exceeded for recovery files ORA-19804: cannot reclaim ORA-16038: log sequence# cannot be archived The database becomes unresponsive and both Historical and Realtime reporting will be impacted as connectivity to the database will be lost and data will not be displayed in any reports Workaround When using db_recovery_file_dest for archive log destination and the size given to it is full. Check both parameters using following command SQL> show parameter db_recovery_file_dest NAME TYPE VALUE db_recovery_file_dest string /orcl/archive db_recovery_file_dest_size big integer 4100M Here 4100M is allocated to db_recovery_file_dest which is at "/orcl/archive" location. If this location is full up to 4100M, it will start giving above errors In order to correct the problem you need to resize the db_recovery_file_dest_size parameter as follows. SQL> alter system set db_recovery_file_dest_size=10g; (larger amount) This is only possible if you have enough free space on disk to increase the size of db_recovery_file_dest_size. The Database Administrator will need to verify the space available on file system and then resize the db_recovery_file_dest_size parameter accordingly Page 16

18 Editing a view in Workspaces requires that any existing dashboards that reference this view will need to be manually refreshed to pick up any changes Description When a realtime reporting view is edited in Workspaces then any existing dashboards referencing this view will not have the changes automatically reflected All dashboards that reference a view which has been modified will not reflect the updates to that view. Workaround Once a view has been modified and the changes saved, then use the Dashboard Manager to edit each dashboard that reference the view. Re-select the updated view from the dashboard layout and save the changes. Reboot Analytics when an Oceana reboot occurs Description When an Oceana reboot takes place then an Analytics reboot should also take place to ensure that both systems are synchronized OBI login page contains additional language options that are not supported in Avaya Analytics 3.5 Description On the OBI login page, the language drop down list may contain additional languages that are not supported in Avaya Analytics 3.5 If a language that is not supported is selected, then the user interface will be updated to reflect the selected language. However, the Avaya Analytics reports will be displayed in English Workaround In order to update the OBI login page to only display those languages that are supported, perform the following steps. Please note that this procedure requires a restart of the OBI server and reporting will not be available during this operation. 1. On the OBIEE server, edit the following file /home/oracle/oracle/middleware/oracle_home/user_projects/domains/ bi/config/fmwconfig/biconfig/obips/instacneconfig.xml Add or update the following within the <ServerInstance> section <Localization> <AllowedLanguages>en,fr,pt-BR,zh- CN,de,it,es,ko,ja,ru</AllowedLanguages> <AllowedLocales>en-ca,en-us</AllowedLocales> </Localization> 2. Restart the BI server Page 17

19 Issues Addressed In This Release This is not a complete list of issues delivered in this release but represents a view of those high impacting issues that have been addressed in Avaya Analytics 3.5. JIRA HELIX-4550 HELIX-4957 HELIX-4515 HELIX-4386 HELIX-4375 HELIX-4799 HELIX-5039 HELIX-4587 HELIX-5396 HELIX-4761 HELIX-4994 HELIX-5000 HELIX-4793 HELIX-4568 Summary JMS server and module install fails on fresh Oracle install NTP config overwritten by new Chronyd service Patching process during the installation shuts down DB but does not start it again after ODI installavaya script not populating DB IP address into Global variable Agent Configuration historical report does not show correct channel information for the Agent OSA HA - Secondary server shuts down unexpectedly OSA installation failed due to wrong parameter given in parameter.conf file. Heap memory errors during OBIEE installation ODI does not load some CDR records to Data Warehouse Contact Center Performance Summary historical report is missing group totals Manual configuration file intervention required on OSA post OSA upgrade to maintain reporting interfaces to WFM Real time agent state change events sent to WFM despite invalid adapter configuration If any contact is completed with ACW extended then, we can t see the interaction entry in historical segment and contact details as well as Agent Interaction drill through reports Contact detail application fails to install on OSA for OSACL option Page 18

20 Languages Supported Avaya Analytics for Oceana 3.5 supports all G13 Languages Documentation Errata Using Analytics Reports - Agent Interaction Drilldown For the Agent Interaction Historical Reports, Start time, End time and Customer interaction Time are all displayed in UTC format and do not maintain the Time zone information of the report that was drilled down from For interval reporting, rows will be created for every interval in the daily report once an agent handles a contact in the day. For example, if AgentA answers a contact on Service1 at 10.00, then at 10.15, there will be a row in the database table (and displayed on reports) for AgentA-Service1 for those intervals even if the count values are zero Port Matrix Update In addition to the port usage defined in the Avaya Analytics 3.5 Port Matrix document the following port information should be included. System Source Port (Configurable Range) System Destination Port (Configurable Range) Network / Application Protocol Optionally Enabled / Disabled? Default Port State Description HTTP/S Ephemeral OSA 162 UDP No OPEN Used for SNMP Alarming OBI Server Upgrade In the Deploying Avaya Analytics for Oceana guide the procedure titled Pre-upgrade steps for OBI is inaccurate and should not be followed. The correct procedure is outlined in this document on page 9 in the section titled Retain OBIEE users/groups associations to AnalyticsRole after an OBIEE upgrade BI Administration Users WebLogic Data Access Control Definition of data access control is that the customer has created a group of agents and has assigned one supervisor to a group. WebLogic or BI Administration users, are users that bypass the data access control. These users can see all data. If a customer is configuring users for data access control, then they cannot use the WebLogic user to view data. They need to create a group in ACM and add all agents into this group and create an administration user that is assigned to this group. If a new agent is added, it will not be visible in the group unless it is also added to the group. If a customer is not using Avaya data access control, then they can use the WebLogic user or any BI admin users to run reports. If they using Data Access controls as configured in ACM, then if they run a report with WebLogic, then will see double, triple counting based on the number of Reporting users they have configured Page 19

21 BI Administration Users Groups A customer can create groups of agents but do not assign supervisors to these groups and hence not using groups for data access. They are using groups to filter data in OBI reports. WebLogic or BI Administrator users can use groups to filter data in reports. Reporting users in ACM can be assigned multiple groups. When they log into OBI, they can use groups to filter the data. When a group is selected in OBI, this will filter down the agents in the agent filters to agents in the reports. The customer then can select the agents that they want to view in the report. If a customer just selects a group but does not select the agents, the groups filter is not applied SNMP Viewer To receive the SNMP alarms, use the SNMP trap watcher to capture the SNMP trap messages sent by the OSA server. To use this tool, you need free UDP port 162 otherwise it won't receive the SNMP trap messages. Disaster Recovery Post Switchover Once the switchover has happened from Primary Datacenter to Standby Datacenter you need to recreate an Eventing group in Oceana with the Standby Datacenter Common cluster host and vice versa. Please follow the steps given in Deploying Avaya Oceana Solution under the section Reliable Eventing group configuration Contacting Support Contact Support Checklist If you are having trouble with Avaya Analytics for Oceana 3.5, you should: 1. Follow the instructions in written or online documentation 2. Check the documentation that came with your software for maintenance or hardware-related problems 3. Note the sequence of events that led to the problem and the exact messages displayed. Have the Avaya documentation available If you continue to have a problem, contact Avaya Technical Support: 1. Log in to the Avaya Technical Support Web site 2. Contact Avaya Technical Support at one of the telephone numbers in the Support Directory listings on the Avaya support Web site Avaya Global Services Escalation Management provides the means to escalate urgent service issues. For more information, see the Escalation Contacts listings on the Avaya Web site Contact Support Tasks Page 20

22 You may be asked to one or more files to Technical Support for analysis of your application and its environment Page 21