Avaya Call Redirection Manager Snap-in Reference Release 1.1 March 2016
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Contents Chapter 1: Avaya Call Redirection Manager description... 6 Intended audience... 6 Call Redirection Manager overview... 6 Architecture... 7 Use case... 7 Chapter 2: Interoperability... 8 Product interoperability... 8 Prerequisites... 8 Chapter 3: Licensing... 9 Snap-in licensing... 9 Chapter 4: Deployment... 10 Deployment checklist... 10 Installing the license file... 11 Loading the snap-in... 11 Configuring the Call Redirection Manager Snap-in attributes... 12 Installing the snap-in... 13 Configuring Sequencing and Service Profiles... 14 Accessing the Call Redirection Manager web interface... 15 Configuring Whitelisting and Redirection... 16 Understanding snapin flow... 21 Chapter 5: Performance... 22 Capacity and scalability specification... 22 Chapter 6: Security... 23 Security summary... 23 Chapter 7: Additional resources... 24 Documentation... 24 4 Avaya Call Redirection Manager Snap-in Reference
Support... 24 Avaya Call Redirection Manager Snap-in Reference 5
Chapter 1: Avaya Call Redirection Manager description Intended audience This document is intended for people who need to install, configure, and use Avaya Call Redirection Manager. Call Redirection Manager is a snap-in application that runs on Engagement Development Platform. Call Redirection Manager includes the following key, optional features: Allowing end users to configure whitelisting of calls received. Calling parties whitelisted by the user will be allowed to reach the user directly. Other calling parties will be diverted to a configured alternate number. Allowing end users to configure time based redirections. Calling parties whitelisted by the user (or all calling parties if whitelisting is disabled) will be redirected to the configured destination based on time of day when receiving the call. This document contains specific information about the Call Redirection Manager snap-in. For an overview of Avaya Engagement Development Platform, see the Avaya Engagement Development Platform Overview and Specification. For general information about Engagement Development Platform snap-in deployment, see Quick Start to Deploying Avaya Engagement Development Platform Snap-ins. Call Redirection Manager overview Avaya Call Redirection Manager is an Avaya Engagement Development Platform snap-in that provides an end user web Graphical User Interface to allow configuration of whitelisted callers and redirections based on time of day. This gives end users the ability to configure their whitelisted callers and redirections without needing administrator intervention. Call Redirection Manager has the following features: Web interface: Use the Call Redirection Manager web interface to configure user settings such as whitelisted callers and redirections. User management: The two types of Call Redirection Manager users are: users and administrators. As a user, you can configure settings for your user only. As an administrator, you can change other users configuration as well. LDAP authentication: User credentials are checked against an LDAP server, allowing users to use existing credentials with the Call Redirection Manager snapin. There is no need for users to remember additional credentials or for administrators to deliver additional credentials to end users. Deployment 6 Avaya Call Redirection Manager Snap-in Reference
On-premises deployment: Call Redirection Manager is installed on Engagement Development Platform 3.1 or later, on a General Purpose cluster. Architecture Call Redirection Manager consists of a single snap-in that runs on Engagement Development Platform. The snapin provides the Web Graphical User Interface as well as the SIP interface to handle calls. Note: Call Redirection Manager is a licensed snap-in. Use case Call Redirection Manager is ideal for end users who want to configure their allowed callers or time based redirections. Some specific scenarios where this snap-in is useful: Users on organizations likely to receive many calls from many users are now able to filter calls so that only whitelisted callers are allowed to reach them directly. All other callers will be diverted to a configured alternate number. Users needing flexible time of day redirection are not able to self configure redirections without needing administrator s help. IT System Administrators are now able to save time by not having to configure end users settings. Users can configure their settings directly. Avaya Call Redirection Manager Snap-in Reference 7
Chapter 2: Interoperability Product interoperability System Manager 7.0 Session Manager 6.3.8 or later Engagement Development Platform 3.1 o EDP Cluster Database must be enabled. LDAP or Active Directory - if LDAP integration is required Prerequisites The Call Redirection Manager software requirements are based on the Engagement Development Platform and System Manager requirements. See the respective Offer Definition for resource requirements and interoperability. Engagement Development Platform runs on a customer provided server and virtualization environment. Refer to the Engagement Development Platform Offer Definition for resource requirements and interoperability. (https://sales.avaya.com/documents/1434183164329) Note: The Call Redirection Manager snapin uses the EDP Cluster Database. Before loading the snapin into System Manager ensure the Cluster Database is enabled on the EDP cluster where the Call Redirection Manager snapin will be installed. See Enabling Cluster Database on a cluster on the Administering Avaya Engagement Development Platform documentation. 8 Avaya Call Redirection Manager Snap-in Reference
Chapter 3: Licensing Snap-in licensing Some Engagement Development Platform snap-ins are separately purchasable from Avaya. They are not included with Engagement Development Platform. Each licensed snap-in, including this one, requires its own license file. Obtain the license file from Avaya and install it on System Manager WebLM. A single license file supports the current version of the snap-in and all previous versions. For every major release of the snap-in, the snap-in requires a new license file. For this reason, different versions of the snap-in may be in different license modes. Avaya provides a 30 day grace period from the time a license error is first detected. When the error is detected, the snap-in enters license error mode and a major alarm is raised but the snap-in remains fully functional. This provides enough time to fix the error before the snap-in stops working. You can view the license mode for the snap-in on the Engagement Development Platform Service Management page. The license modes are: Normal No license error is detected. Indicated by a green check mark on the Service Management page. Error There is a license error, but the snap-in continues to operate normally. Indicated by a yellow caution icon on the Service Management page. The Service Management page also shows the date when the 30-day grace period expires. Engagement Development Platform raises a major alarm when the snap-in enters license error mode. Restricted There is a license error, and the 30 day grace period has expired. Indicated by a red cross mark on the Service Management page. The snap-in automatically uninstalls. Engagement Development Platform raises a critical alarm when the snap-in enters license restricted mode. To correct this problem, you may need to get a license file if you don t have one, or update to a license file for the new major release. Avaya Call Redirection Manager Snap-in Reference 9
Chapter 4: Deployment Deployment checklist This checklist is for use during the deployment of Call Redirection Manager. No. Task Description 1 Install the Call Redirection Manager license on Avaya Aura System Manager. See the topic Installing the license file 2 Load the Call Redirection Manager Snap-in 3 Configure the Call Redirection Manager Attributes 4 Install the Call Redirection Manager Snapin-In 5 Access the Call Redirection Manager Web User Interface See the topic Loading the snap-in See the topic Configuring the Call Redirection Manager Snap-in attributes See the topic Installing the snap-in Accessing the Call Redirection Manager web interface 10 Avaya Call Redirection Manager Snap-in Reference
Installing the license file Obtain the snap-in license file from Avaya and install it into System Manager. In order for Avaya to generate a license, the Primary Host ID located on the Server Properties page under Home > Services > Licenses needs to be provided to Avaya. Procedure 1. On System Manager navigate to Home > Services > Licenses. 2. Select Install License. 3. Browse to the location of the snap-in license. 4. Select the license file and click Install. The system installs the license file. In the left navigation pane, the system displays the snap-in under Licensed Products. Loading the snap-in This task describes how to load a snap-in to System Manager from your development environment or alternate location. You can skip this step when installing a pre-loaded snap-in. Pre-loaded snap-ins are provided without additional charge with the Engagement Development Platform Element Manager. Procedure 1. On the System Manager web console, click Elements > Engagement Development Platform. 2. In the left navigation pane, click Service Management. 3. Select the snap-in that you want to load, and click Load. 4. On the Load Service page, click Browse and browse to your snap-in file location. 5. Click Open. Your snap-in file should end with.svar. The Service Archive (svar) file is provided by service developers. 6. On the Load Service page, click Load. For Avaya snap-ins only, you will be prompted to accept the Avaya End User License Agreement (EULA). 7. If you agree to the Avaya EULA, click Accept. Your snap-in displays on the Service Management page with a State of Loaded. Avaya Call Redirection Manager Snap-in Reference 11
If you clicked Cancel to reject the agreement, the load action stops. Configuring the Call Redirection Manager Snap-in attributes Procedure 1. On System Manager navigate to Home > Elements > Engagement Development Platform > Configuration > Attributes. 2. On the Service Globals tab, select Call Redirection Manager from the drop down list. 3. Configure the attributes accordingly The Description field provides summary information on each attribute being configured: Administrators: This attribute contains a list of email addresses of users who will be treated as system administrators. Only system administrators will be able to change other user s configuration through the Call Redirection Manager web interface. The entries on this list are separated by commas or spaces or semicolons. For example user1@avaya.com,user2@avaya.com,user3@avaya.com LDAP Base DN: This is the LDAP Base Distinguished Name used to authenticate users against LDAP. This attribute can be left empty if LDAP authentication is not used. LDAP Filter Expression: After users are authenticated successfully against LDAP, the snapin performs a search on LDAP to retrieve the user s data (e.g. the display name to show it on the web User Interface). This attribute controls the search filter used; by default it searches users based on email. This attribute can be left empty if LDAP authentication is not used. LDAP URL: This is the URL of the LDAP server to use for LDAP based authentication, in the format ldap://<ip address or hostname>[:<port>]. The port is optional; if not specified, the default LDAP port will be used (389). Example values: ldap://192.168.1.1 or ldap://ldapserver.avaya.com:1234 This attribute can be left empty if LDAP authentication is not used. Static users: this attribute contains a list of statically configured emails and passwords associated 12 Avaya Call Redirection Manager Snap-in Reference
to them. When authenticating users, the snapin will first check whether the email/password combination is contained in the Static users list. If the email/password combination is not contained in this list, then LDAP authentication will be attempted. The entries on this list are separated by commas or spaces or semicolons. The entries use the format <emailaddress>:<password>. Example value user1@avaya.com:password1,user2@avaya.com:password2 Note: Credentials for the Static users are visible through the System Manager web User Interface and are stored as clear text in internal databases. Static user authentication should only be used when LDAP based authentication is not available since LDAP based authentication does not store user credentials in any way. Note: The previous screens display configuration of attributes with a global scope as Service Global values. Attributes can also be configured with cluster scope in the Service Clusters tab or service profile scope in the Service Profiles tab. Refer to Administering Avaya Aura Engagement Development Platform, section Configure service attributes for more information. Installing the snap-in For.svar files larger than 50 MB, schedule snap-in installation during a maintenance window. Procedure 1. On the System Manager web console, click Elements > Engagement Development Platform. 2. In the left navigation pane, click Service Management. 3. Select the snap-in that you want to install. 4. Click Install. 5. Select the cluster where you want the snap-in to reside, and click Commit. 6. To see the status of the snap-in installation, click the Refresh Table icon located in the upper-left corner of the All Services list Installed with a green check mark indicates that the snap-in has completed installation on Avaya Call Redirection Manager Snap-in Reference 13
all the Engagement Development Platform servers in the cluster. Installing with a yellow exclamation mark enclosed in a triangle indicates that the snap-in has not completed installation on all the servers. 7. Designate the Preferred Version. If you want to designate this newly installed snap-in as the Preferred Version, complete the following steps. Engagement Development Platform uses the Preferred Version of a snapin even if you install a later version of the same snap-in. 1. From the All Services list, select the version of the snap-in that you installed. 2. Click Set Preferred Version. 3. Select the clusters for which you want this to be the preferred version and click Commit. It can take several minutes for System Manager to propagate the snap-in to your Engagement Development Platform servers. 8. To track the progress of a snap-in installation, on the Server Administration page, click the Service Install Status for an Engagement Development Platform server. The system displays the Service Status page with the installation status of all the snapins installed on that server. Configuring Sequencing and Service Profiles Configure Application Sequencing and Service Profiles as described on Quick Start to Deploying Avaya Engagement Development Platform Snap-ins. Call Redirection Manager is a Called Party Snap-in so please ensure Engagement Development Platform is sequenced (at least) during the termination phase on Quick Start to Deploying Avaya Engagement Development Platform Snap-ins, section Application Sequences. 14 Avaya Call Redirection Manager Snap-in Reference
Accessing the Call Redirection Manager web interface Procedure To access the Call Redirection Manager web interface, type https://<cluster-fqdn>/services/callredirectionmanager/ in your browser. The following login page will be presented. Here, <cluster-fqdn> is the FQDN of the General Purpose cluster where you have installed the Call Redirection Manager snap-in. For a single node cluster, use the IP address of the Engagement Development Platform server. For a multi-node cluster, you must enable the load balancer. Use the IP address of the load balancer. Avaya Call Redirection Manager Snap-in Reference 15
Configuring Whitelisting and Redirection Procedure Once the Call Redirection Manager web interface can be accessed, login by providing valid username (i.e. email) and password entries and clicking Sign In. Note: the credentials must be valid according to either the Static Users configuration or the LDAP credentials in case LDAP based authentication is used. Upon successful login, the main Call Redirection Manager web page will be shown: Configuring Whitelisting The Whitelisting feature can be enabled or disabled by the users by using the drop down list in the Whitelisting area. If Whitelisting is enabled, users must configure a number to send non whitelisted calls to by using the Send other callers to field. Whitelist expressions can be created by pressing the New button and filling the appropriate values for the whitelist Name and Expression. 16 Avaya Call Redirection Manager Snap-in Reference
Once the Name and Expression fields have been populated, click on Save in order to save the newly created entry. The Cancel button can be used to cancel the new entry creation process. Entries already created can be deleted by pressing the trash icon on the Whitelisted callers table. Avaya Call Redirection Manager Snap-in Reference 17
Configuring Redirection The Redirection feature can be enabled or disabled by the users by using the drop down list in the Redirection area. If Redirection is enabled, users can create redirection schedules to send calls to alternate numbers on a particular schedule. Redirection schedules can be created by pressing the New button and filling the appropriate values. 18 Avaya Call Redirection Manager Snap-in Reference
Once the fields have been populated, click on Save in order to save the newly created entry. The Cancel button can be used to cancel the new entry creation process. Entries already created can be deleted by pressing the trash icon on the Redirection schedules table. Avaya Call Redirection Manager Snap-in Reference 19
Note: The configuration changes are not submitted to the Call Redirection Manager server until the Save button is clicked. This button will only be visible if configuration changes have been made and not submitted. The Discard button can be used to discard any configuration changes made which have not been submitted yet. 20 Avaya Call Redirection Manager Snap-in Reference
Understanding snapin flow The following diagram describes the different steps the Call Redirection Manager snapin will perform. Avaya Call Redirection Manager Snap-in Reference 21
Chapter 5: Performance Capacity and scalability specification Capacity and Scalability Call Redirection Manager supports up to 10000 Named users. The number of Named users is not dependent on the number of Engagement Development Platform servers in a cluster. Call Redirection Manager also supports scaling with maximum five Engagement Development Platform servers in a cluster. You can administer up to 20 clusters for a client. Call Redirection Manager offers multiple cluster support for scalability. Server capacity Standard sized virtual server Function Named user capacity Engagement Development Platform feature server For the Call Redirection Manager snap-ins 2000 22 Avaya Call Redirection Manager Snap-in Reference
Chapter 6: Security Security summary The Call Redirection Manager services utilize Engagement Development Platform to provide security configuration for access to all the services. The following is the Call Redirection Manager security policy: Web user interface The web user interface is secured by certificate-based HTTPS encryption. You must configure the certificate through the Engagement Development Platform element manager. The configuration is available on the Collaboration Environment > Configuration > HTTP Security page. The user interface is authenticated using LDAP credentials or statically configured user/password pairs. The LDAP credentials are not stored in the Call Redirection Manager database as the LDAP server is contacted for authentication. The statically configured user/password pairs (if any), are stored in System Manager s database as EDP Snapin Attributes and are secured through standard System Manager s web User Interface authentication. SIP interface Call Redirection Manager uses the SIP/TLS entity link for secured signaling. The media streams between the Call Redirection Manager and Avaya Aura Media Server is encrypted using SRTP. Conversations cannot be monitored due to this encryption. Avaya Call Redirection Manager Snap-in Reference 23
Chapter 7: Additional resources Documentation Title Overview Avaya Aura Engagement Development Platform Overview and Specification Implementing Deploying Avaya Aura Engagement Development Platform Quick Start to Deploying Avaya Aura Engagement Development Platform Snap-ins Using Administering Avaya Aura Engagement Development Platform Avaya Aura Engagement Development Platform Snap-in Development Guide Support Go to the Avaya Support website at http://support.avaya.com for the most up-to-date documentation, product notices, and knowledge articles. You can also search for release notes, downloads, and resolutions to issues. Use the online service request system to create a service request. Chat with live agents to get answers to questions, or request an agent to connect you to a support team if an issue requires additional expertise. 24 Avaya Call Redirection Manager Snap-in Reference