Avaya Iq

Avaya IQ
Implementation
Release 4.1 February 2008
2006 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, Avayas standard warranty language, as well as information regarding support for this product, while under warranty, is available through the Avaya Support Web site: http://www.avaya.com/support 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 http://support.avaya.com/LicenseInfo/ ("GENERAL LICENSE TERMS"). IF YOU 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 e-mail 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 e-mail 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 Users 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: http://support.avaya.com/ThirdPartyLicense/ 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 +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: http://www.avaya.com/support Trademarks Avaya and the Avaya logo are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All other trademarks are the property of their respective owners. Downloading documents For the most current versions of documentation, see the Avaya Support Web site: http://www.avaya.com/support COMPAS This document is also available from the COMPAS database. The COMPAS ID for this document is 115655. 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 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Support Web site: http://www.avaya.com/support
Contents
About implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Offers and how they affect implementation . . . . . . . . . . . . . . . . . . . . . Implementation checklist for software-only systems . . . . . . . . . . . . . . . . Implementation prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Connecting with remote access . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the Configuration Audit Tool . . . . . . Installing the Configuration Audit Tool . . Uninstalling the Configuration Audit Tool . Test descriptions . . . . . . . . . . . . . . Information required to run database tests Test result files. . . . . . . . . . . . . . . . Running an installation audit . . . . . . . . Verifying application host configurations . Running a database audit . . . . . . . . . . Running a DBA audit . . . . . . . . . . . . Running individual tests . . . . . . . . . . Running tests using an input file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 9 10 13 13 14 15 16 16 18 19 19 20 21 22 23 23 25 25 26 27 27 28 29 33 37 37 38 39 54 55 59 60 60 62
Acquiring a license file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Verify firewall setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing from DVD or hard drive. . . . . . . . . . . . . . . . . . . . . . . . . . . Installing the software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Admonishments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing software using the GUI . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing software using a silent install . . . . . . . . . . . . . . . . . . . . . . . Configuring the software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Admonishments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring software using the GUI . . . . . . . . . . . . . . . . . . . . . . . . . Configuring software using a silent configure . . . . . . . . . . . . . . . . . . . Confirming a valid installation and configuration . . . . . . . . . . . . . . . . . . Initial administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Order of administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Confirming time synchronization on hosts and data sources . . . . . . . . . . . Confirming LDAP status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Avaya IQ Implementation
February 2008
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Checking for recent product and security updates . . . . . . . . . . . . . . . . . Installing licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing ASG authentication files . . . . . . . . . . . . . . . . . . . . . . . . . . Acquiring authentication files . . . . . . . . . . . . . . . . . . . . . . . . . . Installing authentication files . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing certificates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Integrating with Active Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . Access to administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About sites, hosts, and sources . . . . . . . . . . . . . . . . . . . . . . . . . . . Administering sites Adding a site . . Editing a site . . Deleting a site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
62 62 63 63 63 64 64 65 66 67 67 68 68 69 69 69 70 71 73 77 78 80 80 81 81 81 82 83 83 84 84 85 85 85 86 87 88 88 89
Administering hosts . . . . . . . . . . . . . . Host properties . . . . . . . . . . . . . . Basic host properties . . . . . . . . . Reporting host properties . . . . . . . Adding a host . . . . . . . . . . . . . . . Verifying successful host administration Editing host properties . . . . . . . . . . Removing a host . . . . . . . . . . . . . .
Administering a link between Communication Manager and Avaya IQ . . . . . Administering data collection options . . . . . . . . . . . . . . . . . . . . . Administering UCID options . . . . . . . . . . . . . . . . . . . . . . . . . . UCID feature options . . . . . . . . . . . . . . . . . . . . . . . . . . . . UCID trunk options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Administering ANI trunk options . . . . . . . . . . . . . . . . . . . . . . . . Administering the Avaya IQ and Communication Manager release options Verifying the Communication Manager release . . . . . . . . . . . . . . Verifying the customer options . . . . . . . . . . . . . . . . . . . . . . . Setting the reporting adjunct release. . . . . . . . . . . . . . . . . . . . Administering a C-LAN connection . . . . . . . . . . . . . . . . . . . . . . Adding node names and IP addresses . . . . . . . . . . . . . . . . . . . Listing IP interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding a C-LAN IP interface . . . . . . . . . . . . . . . . . . . . . . . . Adding an ethernet data module . . . . . . . . . . . . . . . . . . . . . . Adding the processor interface channels . . . . . . . . . . . . . . . . . Adding IP routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Enabling the processor interface channel . . . . . . . . . . . . . . . . .
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Saving translations . . . . . . . . . . . . . . . . . Administering a processor ethernet port connection . Verifying the Processor Ethernet port . . . . . . . Displaying the processor ethernet port . . . . . . Adding node names and IP addresses . . . . . . . Adding the processor interface channels . . . . . Enabling the processor interface channel . . . . . Saving translations . . . . . . . . . . . . . . . . . Creating and associating sources . . . . . . . Creating Communication Manager sources Creating Proactive Contact sources . . . . Associating sources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Administering options for the Proactive Contact link . . . . . . . . . . . . . . . . Verifying successful source administration . . . . . . . . . . . . . . . . . . . . . Loading date and time zone data . . . . . . . . . . . . . . . . . . . . . . . . . . . Administering SNMP . . . . . . . . . . . . . . . . . . . . Enabling SNMP. . . . . . . . . . . . . . . . . . . . Controlling which alarms are reported to the SSG Disabling SNMP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Changing passwords for unused Avaya login IDs . . . . . . . . . . . . . . . . . Removing unused login IDs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Turning the system over to the customer . . . . . . . . . . . . . . . . . . . . . . Uninstalling the software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Admonishments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Order of uninstallation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Uninstalling the Avaya IQ software . . . . . . . . . . . . . . . . . . . . . . . . . . Verifying a successful uninstall . . . . . . . . . . . . . . . . . . . . . . . . . . . Troubleshooting the installation and configuration . . . . . . . . . . . . . . . . . . . General troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Error messages and log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Known failure conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114 Problems during synchronization (pump-up) . . . . . . . . . . . . . . . . 114 Installation completes, but you cannot log in to administration . . . . . . 114 Installation completes, but consolidation containers will not start properly 115 Installation completes, but no services start . . . . . . . . . . . . . . . . 115 When hosts are installed but not immediately administered, reporting response times
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may be slow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116 Linux run level changed after installation and configuration. . . . . . . . 116 Licensing error when adding sources, but acquired licenses are less than total available licenses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117 Host configured with the wrong service locator mode . . . . . . . . . . . 118 Database user gets locked out . . . . . . . . . . . . . . . . . . . . . . . . 118 BUSYOUT and RELEASE messages in hex log . . . . . . . . . . . . . . . 119 After installation, processes not starting . . . . . . . . . . . . . . . . . . 119 Additions and changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Changing an All Functions or Administration host . . . . . . . . . . . . . . . . . Changing the functions of a Data Processing or Data Collection host . . . . . . Changing the functions of a Reporting host. . . . . . . . . . . . . . . . . . . . . Updating associations between sources and hosts. . . . . . . . . . . . . . Adding new source associations . . . . . . . . . . . . . . . . . . . . . . Modifying the parameters of an existing source association . . . . . . Moving the association of a source from one host to another host . . . Removing source associations . . . . . . . . . . . . . . . . . . . . . . . Resolving error conditions when modifying or removing associations . . . . . . . . . . . . . . . . . . . 121 121 121 122 122 122 123 124 126 127 129 129 131 133 133 134 137 139 141 143 145 147 149 149 150 151 152 152 153
Updating data source releases . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing or uninstalling ASG software and logins . . . . . . . . . . . . . . . . . Appendix A: Customer information worksheets . . . . . . . . . . . . . . . . . . . . Database host worksheet . . . . . . . . . Basic database host information . Data store information. . . . . . . Tablespace information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Application host worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Communication Manager worksheet . . . . . . . . . . . . . . . . . . . . . . . . . Proactive Contact worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Appendix B: Implementation worksheets . . . . . . . . . . . . . . . . . . . . . . . . General information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installation worksheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Feature Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . User Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuration worksheets. . Feature Selection . . Host IP Address . . . JDBC Driver Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Start of Week Day . . . . . . . . . . . . . . . . . . . . . Historical Data Store Connection . . . . . . . . . . . . . Historical Data Store Users . . . . . . . . . . . . . . . . Data Store Tablespace Names . . . . . . . . . . . . . . Real-Time Data Store Connection . . . . . . . . . . . . Content Data Store Connection. . . . . . . . . . . . . . Reporting User Interface Data Store Connection . . . . Service Locator Local Host . . . . . . . . . . . . . . . . Service Locator Branch, Root, and OAM Synchronizer . Service Locator Registry Management. . . . . . . . . . Service Locator Registry Limits . . . . . . . . . . . . . Lifecycle Manager Configuration . . . . . . . . . . . . . System Data Store Vendor Selection . . . . . . . . . . . System Data Store Connection . . . . . . . . . . . . . . WebLM Configuration . . . . . . . . . . . . . . . . . . . Optional Installation of ASG . . . . . . . . . . . . . . . Initial administration worksheets . . . . . Basic host properties . . . . . . . . . Reporting host properties . . . . . . . Communication Manager properties . Proactive Contact properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Appendix C: Firewall ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Heading definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Ports used within a deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . Changing default port numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . Appendix D: Manually creating database tables and granting user access . . . . . . Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating statements, tables, and granting access . . . . . . . . . . . . . . . . . Dropping tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Database setup log files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Glossary Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
February 2008
Contents
February 2008
About implementation
Implementation is the process used by Avaya and BusinessPartners to install, configure, administer, and test an Avaya IQ system before turning it over to a customer. This section includes the following topics:

Offers and how they affect implementation on page 9 Implementation checklist for software-only systems on page 10
Offers and how they affect implementation

The process used for implementation will differ depending on the offer the customer has purchased. Avaya IQ is available in the following offers: Software-only: Software-only is an offer where the customer is responsible for purchasing and installing the hardware and non-Avaya IQ software. In a typical software-only implementation, the following occurs:
The customer works with Avaya or the business partner to determine the required hardware and software. The requirements are defined by inputs provided by the customer to the Implementation Planning Tool. The customer purchases their own hardware and installs the hardware in their IT environment. The customer installs the OS and database software, setting up the OS and database as described in Setting up database software on page 39 in Avaya IQ Preparing for Implementation. The customer installs all network connections between their Avaya IQ equipment, the Communication Manager system, and the Proactive Contact system. Avaya or BusinessPartner personnel installs and provisions Avaya IQ. After the system is provisioned and tested, the system is turned over to the customer for everyday operation.
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Implementation checklist for software-only systems

Use the following checklist during implementation of a software-only system: Procedure Obtain release notes: Contact Avaya support and get a copy of the release notes for the release you are installing. Follow any special procedures in the release notes. Schedule Communication Manager LAN integration: Contact the Avaya C&SI LAN Integration Provisioning team to schedule integration with the Communication Manager systems. Otherwise, the customer, business partner, or Software Specialist can do this integration. The Project Manager is responsible for scheduling the appropriate resource to do the link administration. Schedule Proactive Contact integration: Contact the Avaya C&SI Proactive Contact team to schedule integration with the Communication Manager systems for any special administration (for example, blended agents) required by Avaya IQ. Otherwise, the customer, business partner, or Software Specialist can do this integration. Hardware installation: Confirm that the customer has installed every application host, the database host, and has connected the hosts to their network. OS and database software installation: Confirm that the customer has installed the OS and database software based on requirements documented in Software requirements on page 15 in Avaya IQ Preparing for Implementation. Collect customer data: The customer is supposed to complete a set of worksheets with information about their database, tablespaces, hosts, and sources. These worksheets are found in Avaya IQ Preparing for Implementation. Either obtain a copy of these worksheets from the customer, or gather the information from the customer and transfer the information to the worksheets found in Appendix A: Customer information worksheets on page 131. Collect implementation data: The Implementation Planning Tool output titled Implementation Report for Provisioner provides the host and data source configurations. This information is used in the installation, configuration, and initial administration phases of implementation. Completed?
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Implementation checklist for software-only systems
Procedure Complete configuration worksheets: Complete the worksheets found in Appendix B: Implementation worksheets on page 145. These worksheets will help you gather the information you will need to complete the installation, configuration, and initial administration procedures. Some of the information needed here will come from Appendix A: Customer information worksheets on page 131. Prerequisites: Complete the procedures given in Implementation prerequisites on page 13. Dual Host deployment: Do the following procedures on the All Functions host first, followed by the same procedures on any Data Collection hosts: Installing the software on page 27 Configuring the software on page 37 Initial administration on page 59 Multiple Host deployment installation and configuration: If the deployment has multiple application hosts, follow the procedures shown in Installing the software on page 27 and Configuring the software on page 37 for each of the hosts in the following order: Administration Reporting Data Processing Data Collection Note: After the Administration host is installed and configuration has finished, you can install and configure the Data Processing, Data Collection, and Reporting hosts in parallel to save time. Multiple Host deployment initial administration: If the deployment has multiple application hosts, follow the procedures shown in Initial administration on page 59 for each of the hosts. Administer the hosts in the following order: Administration Reporting Data Processing Data Collection (after each associated Data Processing host)
Completed?
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Implementation prerequisites
This section contains procedures that must be done before you begin installing, configuring, and administering the software. This section includes the following topics:

Connecting with remote access on page 13 Using the Configuration Audit Tool on page 14 Acquiring a license file on page 25 Verify firewall setup on page 25 Installing from DVD or hard drive on page 26
Connecting with remote access

If you are not at the customer site to do the implementation, you must use one of the following methods to access the customer site remotely: Secure Access and Control (SAC): SAC is the primary method of remote access. If SAC has been installed at your site and configured for use with Avaya IQ, SAC will be used for initial implementation and ongoing maintenance. With SAC, Avaya will not need any assistance from you to start a remote access session. Web conferencing: Web conferencing is a secondary method for remote access. This method requires you to designate a dedicated personal computer so that Avaya support can access your Avaya IQ system during implementation and for ongoing maintenance. This method consists of the following steps: 1. Avaya provisioning sets up a Web conferencing session and invites the customer to the session. 2. The customer logs in to the session from the dedicated personal computer at the customer site or within the customer network. 3. The customer gives control of the dedicated personal computer to the Avaya personnel. 4. The Avaya personnel access the host machines from the personal computer to install, configure, and administer the hosts. 5. When the implementation is complete, the Avaya personnel returns control of the personal computer to the customer. 6. The Web conferencing session is ended.
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The customer must have the following tools available on the personal computer used for the session:
An approved X-Windows package such as Cygwin or Hummingbird Exceed. Xlite-Pro is not an approved package. An approved secure shell command line terminal package, such as PuTTY.
Using the Configuration Audit Tool

The Configuration Audit Tool provides the following capabilities:
To confirm that the application hosts meet certain minimum hardware and software requirements so that the Avaya IQ software can be installed properly. To test connectivity between the application host and the database. These tests also create a file that contains database user names and connection strings that are used during implementation. To confirm that the database host is installed with the correct Oracle software and that the proper character sets have been administered. To confirm that the users added to the database have been administered with the proper privileges. To confirm connectivity between the application hosts. To confirm the maximum number of historical database processes. To confirm connectivity between the reporting software and the database.
You can run groups of tests, you can run each test individually, or you can run tests using an input file that contains the required test input answers. At a minimum, you must run the installation and DBA audit tests and all tests must pass before you install Avaya IQ. This section includes the following topics:

Installing the Configuration Audit Tool on page 15 Uninstalling the Configuration Audit Tool on page 16 Test descriptions on page 16 Information required to run database tests on page 18 Test result files on page 19 Running an installation audit on page 19 Verifying application host configurations on page 20 Running a database audit on page 21 Running a DBA audit on page 22
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Running individual tests on page 23 Running tests using an input file on page 23
Installing the Configuration Audit Tool

The Configuration Audit Tool is distributed as an RPM package and must be installed manually on each application host. The tool is not installed on the database host. You must copy the RPM from the software installation disc or from the product download Web site. Avaya recommends that you check the version on the installation disc and the Web site and use the most up to date version. To install the Configuration Audit Tool, you first install two additional RPM packages:

tcl-8.4.7-2.i386.rpm expect-5.42.1-1.i386.rpm
These RPMs should be available from the Linux RedHat installation disc. The commands to install these RPMs are shown later in this section.
To download the Configuration Audit Tool from the Web site:

1. From a PC that has SSH copy access to all of your application hosts, browse to the Avaya support Web site: http://support.avaya.com 2. Select Download Center. 3. Select Download My Software. 4. Log in to the support center. If you are not registered, register your installation using your Sold To number. 5. From the list of products, select IQ (Avaya IQ). 6. Select Configuration Audit Tool. 7. Download the Configuration Audit Tool zip file to your PC. 8. Unzip the package of files onto your PC. 9. Copy the files from your PC to the /avaya directory or /tmp directory on every application host in your deployment.
To copy the Configuration Audit Tool package from the installation disc:
1. Insert the installation disc into your application host disc drive. 2. Log on as root.
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3. Enter the following commands: mount /dev/cdrom mnt cd /mnt cp <CAT_Package> /avaya/ The <CAT_Package> variable represents the name of the CAT package. 4. Repeat this procedure for each application host in your deployment. You will run the Configuration Audit Tool at each host.
To install the Configuration Audit Tool:

1. Move to the directory where you copied the RPM files. 2. Enter the following commands: rpm -Uvh tcl-8.4.7-2.i386.rpm rpm -Uvh expect-5.42.1-1.i386.rpm rpm -Uvh Avaya-CAT-XX.YY-ZZ.i386.rpm Insert the actual version numbers in place of the XX.YY-ZZ variable. The Configuration Audit Tool RPM is unpacked and installed in /opt/Avaya/CCR/util/CAT. 3. Repeat this procedure for each application host in your deployment. You will need to run the Configuration Audit Tool at each host.
Uninstalling the Configuration Audit Tool

To uninstall the Configuration Audit Tool, enter: rpm -e Avaya-CAT The Configuration Audit Tool is uninstalled. Note: Even if you remove the Configuration Audit Tool, all testing result directories are retained in the following location: /opt/Avaya/CCR/util/CAT
Note:
Test descriptions
The following is a brief description of each test. Your version of the Configuration Audit Tool may have more or fewer tests. All file locations noted in these tests are found in the following location: /opt/Avaya/CCR/util/CAT
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1) OS_Version: Confirms that the OS version meets the minimum requirement. 2) RAM: Confirms that the system memory (RAM) meets the minimum requirement. 3) CPU_Speed: Confirms that the CPU speed meets the minimum requirement. 4) CPU_Architecture: Confirms that the CPU architecture meets the minimum requirement. 5) Opt_Disk_Space: Confirms that there is enough free disk space in /opt. 6) Tmp_Disk_Space: Confirms that there is enough free disk space in /tmp. 7) Var_Disk_Space: Confirms that there is enough free disk space in /var. 8) TmpPerm: Confirms that the proper permissions exist on the /tmp directory. 9) Hist_DB_Connectivity: Confirms connectivity between the Avaya IQ software and the historical data store. 10) RT_DB_Connectivity: Confirms connectivity between the Avaya IQ software and the real-time data store. 11) SDS_DB_Connectivity: Confirms connectivity between the Avaya IQ software and the system data store. 12) CSC_DB_Connectivity: Confirms connectivity between the Avaya IQ software and the content data store. 13) RUI_DB_Connectivity: Confirms connectivity between the Avaya IQ software and the reporting user interface data store. 14) Network_Information: Displays network interface information for the application host. 15) Manifest: Confirms a successful installation of Avaya IQ. This test checks the installed Avaya IQ files against a known baseline. At initial installation, you should see no differences. During operation when files may have been changed, you will see differences which may affect the operation of Avaya IQ. You can use this test to troubleshoot those operational issues. 16) RPMs: Confirms that the dependent RPM packages are installed. The results of this test are written to TimeStamp\rpmDependency.out. The output of this test is shown in two sections:
The first section of the output file shows the RPMs that you must install. If the RPM is shown with >= (greater than or equal to), you can install that version or a more recent version. If the RPM is shown with = (equal to), you must install that exact version. The second section of the file shows all RPMs that are required for Avaya IQ.
17) Connectivity: Confirms SSH network connectivity to hosts that you enter when running the command. 18) Hist_DB_Version: Confirms the Oracle version of the historical database.
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19) RT_DB_Version: Confirms the Oracle version of the real-time database. 20) Hist_DB_Char_Set: Confirms the character set for the historical database. 21) RT_DB_Char_Set: Confirms the character set for the real-time database. 22) Hist_DB_User_Privs: Confirms the user privileges for the historical database. 23) RT_DB_User_Privs: Confirms the user privileges for the real-time database. 24) Hist_DB_Procs: Confirms the minimum number of historical database processes. 25) Reporting_Conn: Confirms connectivity to the reporting software. 26) Hist_DB_Table_Space: Confirms connectivity between the historical database user and the historical tablespaces. You must know the historical tablespace names to run this test. 27) Realtime_DB_Table_Space: Confirms connectivity between the real-time database user and the real-time tablespace. You must know the real-time tablespace names to run this test. 28) PCVersion: Displays version information for any connected Proactive Contact system. You must know the account login and password, and the Proactive Contact System name.
Information required to run database tests

When you are running an installation audit, database audit, or individual database tests, you must provide information about the database connections to complete the tests. This section describes the information you will need while running these tests. As each of these tests are run, CAT validates that the database information is correct before the test is validated. This validation helps ensure that the installation and configuration processes will complete successfully. Much of this information should have been collected when the customer set up their database users and tablespaces. See Appendix B: Customer information worksheets on page 67 in Avaya IQ Preparing for Implementation and reuse any information collected by the customer. The following information is required when running the installation audit or database audit: Database user names and passwords: These are the user names and passwords assigned to each of the data stores, historical, real-time, and so on. See Creating database users and applying permissions on page 43 in Avaya IQ Preparing for Implementation. Database server type: This is the type of database that is installed. This can be either a single instance or a Real Application Clusters (RAC) instance. Host name or IP address: This is the database host name or IP address. Port number: This is the listener port number used to communicate between the Avaya IQ software and the database.
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Database service name: This is the Oracle Service Name administered in the tnsnames.ora file. See Creating a Net Service Name on page 46 in Avaya IQ Preparing for Implementation. System user name and password: This is the Oracle database system user name. The system user name is often sys or system. Historical or Real Time database user name to check: This is the historical or real-time database user name required to check for privilege assignments. Oracle User ID: This will always be oracle. TNS Name: This is the Oracle Net Service Name administered in the tnsnames.ora file. See Creating a Net Service Name on page 46 in Avaya IQ Preparing for Implementation.
Test result files

Results from the tests are written to several files or files in subfolders found in the /opt/ Avaya/CCR/util/CAT directory:
connection.out - This file contains the database user names, connection strings, and Net Service Name used by Avaya IQ to communicate with the database. This file is readable by the software configuration program so that you do not have to manually input the user names or the connection strings during the software configuration phase. install.out - This file contains the most recent results of an installation audit. When all of these tests pass, the Avaya IQ software can be installed and configured. TimeStamp/result.out - This file contains every set of test results for every test session. TimeStamp/rpmDependency.out - This file contains information about the RPMs that are missing from the installation. Any missing RPMs must be installed before you continue with the installation.
Running an installation audit

You must run an installation audit on every application host before Avaya IQ software can be installed and configured. All installation audit tests must pass to help ensure a successful installation. During an installation audit, the host application tests, database connection string tests, database version tests, character set tests, and reporting UI connection tests are run.
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To run the installation audit: 1. Enter: cd /opt/Avaya/CCR/util/CAT ./cat.sh The Configuration Audit Tool main menu is displayed. 2. Select Installation_Audit from the main menu. The installation audit begins by running tests on the application host. No input is required to run these tests. 3. The database tests begin next. When prompted, enter the database connection information for each of the data stores used with the database. Most of this information should have been collected using the Database host worksheets on page 69 in Avaya IQ Preparing for Implementation when the database host was installed and set up. If this information is not readily available, the customer must provide this information. 4. After the database connection tests are completed, the rest of the tests run automatically. The RPM dependency results are written to the TimeStamp/rpmDependency.out file. The Configuration Audit Tool main menu is displayed. 5. If any of the database connection strings failed, recheck your values and run the installation audit again before you quit out of the tool.
!
Important:
Important: If you run the installation audit again without leaving the main menu, you will only have to answer questions for the database connection strings that failed. This will save you time running the tests.
6. When finished with testing, select q to leave the tool. 7. Correct any failed items and run the installation audit until all of the tests pass.
Verifying application host configurations

If any of the application host configuration tests are failing, you can run just those tests until you correct the failure and all of the tests pass. This will save you time if the database connection tests pass and you only need to run the host configuration tests. During an application host audit, all of the host hardware, host free space, /tmp permissions, and RPMs dependency tests are run.
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To run the application host configuration audit: 1. Enter: cd /opt/Avaya/CCR/util/CAT ./cat.sh The Configuration Audit Tool main menu is displayed. 2. Select App_Host_Audit from the main menu. The server audit begins by running tests on the application host. No input is required to run these tests. Most test results are written to the TimeStamp/result.out file. The RPM dependency results are written to the TimeStamp/rpmDependency.out file. 3. When finished with testing, select q to leave the tool. 4. Correct any failed items and run the server audit until all of the tests pass.
Running a database audit

If any of the database configuration tests are failing, you can run just those tests until you correct the failure and all of the test pass. This will save you time if the application host tests pass and you only need to run the database connection tests. During a database audit, the database connectivity, database version, character set, database user privileges, database processes, reporting interface connectivity, and tablespace connectivity tests are run. To run the database audit: 1. Enter: cd /opt/Avaya/CCR/util/CAT ./cat.sh The Configuration Audit Tool main menu is displayed. 2. Select Database_Audit from the main menu. 3. When prompted, enter the database connection information for each of the data stores used with the database. Most of this information should have been collected using the Database host worksheets on page 69 in Avaya IQ Preparing for Implementation when the database host was installed and set up. If this information is not readily available, the customer must provide this information. 4. After the database connection tests are completed, the database version and character set tests are run. The Configuration Audit Tool main menu is displayed. 5. If any of the database connection strings failed, recheck your values and run the database audit again before you quit out of the CAT. You will only have to answer questions for the database connection strings that failed.
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6. When finished with testing, select q to leave the CAT. 7. Correct any failed items and run the installation audit again until all of the tests pass so that the tool can generate accurate connection strings for the connection.out file.
Running a DBA audit

If any of the DBA configuration tests are failing, you can run just those tests until you correct the failure and all of the test pass. During a DBA audit, the database user privileges, database processes, and tablespace connectivity tests are run. To run a database audit: 1. Enter: cd /opt/Avaya/CCR/util/CAT ./cat.sh The Configuration Audit Tool main menu is displayed. 2. Select DBA_Audit from the main menu. 3. When prompted, enter the database information for each of the tests. Most of this information should have been collected using the Database host worksheets on page 69 in Avaya IQ Preparing for Implementation when the database host was installed and set up. If this information is not readily available, the customer must provide this information. The Configuration Audit Tool main menu is displayed. 4. If any of the DBA Audit tests failed, recheck your values and run the DBA audit again before you quit out of the CAT. You will only have to answer questions for the DBA audit tests that failed. 5. When finished with testing, select q to leave the CAT. 6. Correct any failed items and run the installation audit again until all of the tests pass so that the tool can generate accurate connection strings for the connection.out file.
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Running individual tests

You can run individual tests to help troubleshoot and tests that are failing. This can help save time when correcting host or database test failures. To run an individual test: 1. Enter: cd /opt/Avaya/CCR/util/CAT ./cat.sh The Configuration Audit Tool main menu is displayed. 2. Select Individual_Audit from the main menu. The list of individual tests are displayed. 3. Select a test to run. Answer any prompts. 4. When finished with testing, select b to return to the main menu. 5. Correct any failures and run the test until the test passes. 6. When finished with testing, select q to leave the CAT.
Running tests using an input file

Every time you run a test, the keystrokes that contain your test responses are saved in a file named .input. You can use these saved responses to build input files that emulate running tests manually. The input file contains answers to one or more tests. An input file can help you run a test repeatedly to help determine the correct options without having to enter the same answers repeatedly.
!
Important:
Important: The .input file is overwritten every time you run a test. If you want to save the responses captured in the .input file, save a copy of that file so you can edit the responses and adjust for any failed tests.
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The following is an example input file that runs individual test number 8, the historical database connectivity test. Comments can be added to the file as shown in this example. Also, blank lines are valid input commands, so do not leave any blank lines unless required by the test.
# Select main menu test 4 4 # Select individual test 8 8 # Responses for test 8 RPT_HIST_OWNER_USR <password> lavender 1521 TNSserver # Pressing Enter to continue # Exit CAT q
To save an input file and run tests using the input file: 1. Enter: cd /opt/Avaya/CCR/util/CAT 2. Enter: ./cat.sh 3. Manually run a test, such as installation audit, answering all of the questions as you go through the test. 4. Quit out of the tool. 5. Save the .input file to another file, for example: cp .input InputFile 6. Edit the saved file, changing responses as needed to make the tests pass. 7. Enter: ./cat.sh --responseFile=InputFile The test is run using the file named InputFile. The results of the test are written to the screen as if you ran the test manually. 8. Check the output of the test in the TimeStamp/result.out file.
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Acquiring a license file
Acquiring a license file

Licensing ensures that customers are permitted to use only the product functionality for which they have paid and are licensed. License files for Avaya IQ are generated and acquired using the Avaya Remote Feature Activation (RFA) process and installed using the Web License Manager (WebLM) tool. To acquire a license file, an Avaya or BusinessPartner representative uses the RFA feature. The Avaya employee or BusinessPartner must be certified to use the RFA feature. For information about RFA training, certification, and how to acquire a license file, see the following documents:

Remote Feature Activation (RFA) User Guide Getting Started with Remote Feature Activation (RFA) http://support.avaya.com
These documents can be found on the Avaya support site: To acquire a license file, you must provide the following information to the Avaya or BusinessPartner representative:
Host ID (MAC address or HWaddr) of the host where the All Functions or Administration host function will be installed. This host is where WebLM will be installed, and it is the only host where the license file is installed. You can use the Linux ifconfig command to display the Host ID. SAP order number BusinessPartner Tier I and Tier II information, if applicable Customer contact information
Follow the procedures shown in About licensing on page 144 and Acquiring and installing license files on page 146 in Avaya IQ Administration.
Verify firewall setup

Check the status of the firewall setup on each application host using the following command: service iptables status If the firewall IP tables are enabled, which they should, work with the customer to make sure that the available firewall ports match what Avaya IQ needs during implementation. If ports are needed by Avaya IQ are not available, work with the customer to make them available or select different ports. See Appendix C: Firewall ports on page 179 for more information.
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Installing from DVD or hard drive

The product software is delivered in different ways depending on the offer you are installing. For a software-only offer, the software is delivered on DVD. When you do the installation and configuration procedures, you must have someone at the customer site insert the DVD for you as you work on each application host. You must copy the installation file to your application host. For example, you can use the following commands to copy from disc to the host: mount /dev/cdrom mnt cd /mnt cp *.* /tmp/ When you have finished copying the file off the disc, use the following commands to unmount the drive and eject the disc: umount /dev/cdrom mnt eject cdrom If you have a multiple host deployment, you can copy the software files to one application host and then copy the files from that host to the rest of the application hosts to save time.
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Installing the software

This section describes how to install software on application hosts. This section includes the following topics:

Prerequisites on page 27 Admonishments on page 28 Installing software using the GUI on page 29 Installing software using a silent install on page 33
Prerequisites
Before you start installing and configuring software:
Confirm that all installation and configuration prerequisites documented in Implementation prerequisites on page 13 have been done. Have your installation and configuration worksheets filled out. These are found in Installation worksheets on page 149. You must be logged in as root or as a root sudo user to install the software. If you are logging in remotely using an X windows package, you must redirect the console display to the remote computer. Enter the command: export DISPLAY=IP_ADDRESS:0.0 where IP_ADDRESS is the IP address of the remote computer where you are running the Avaya IQ commands.
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Admonishments
!
CAUTION:
CAUTION: Do not run consecutive installs on the same application host without doing an uninstall first. See Uninstalling the software on page 109 for more information.
Note:
Note: When using the installation and configuration dialogs through a remote Xwindows session, do not close the dialog using the Close (X) button in the upper right corner of the dialog. This might cause the following warning message to display: This may end your client session. If this warning message does display, close the warning message dialog (do not select OK), and continue with the installation or configuration. Note: When displaying context-sensitive help during the installation or configuration, the Back, Forward, and Home controls in the help window are not operational and should not be selected. Note: You cannot enter non-ASCII or extended ASCII characters during installation.
Note:
Note:
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Installing software using the GUI

To install the software using the GUI: 1. Insert the installation disc into your application host disc drive. 2. Log on as root. 3. Enter the following commands: mount /dev/cdrom mnt cd /mnt cp *.* /tmp/ 4. Enter the following commands: cd /tmp ./setuplinux.bin The installation process begins. After about one minute, the Welcome to Installation dialog is displayed. 5. Select Next. The License Agreement dialog is displayed. If the customer is available, have them read the license agreement. Assuming that the customer agrees to the license, select I accept the terms of the license agreement and continue. If the customer does not agree to the license terms, select Cancel to stop the installation. 6. Select Next. The installation program checks the host machine for the following conditions:
Is the software already installed? If the software is already installed, you must uninstall the software before reinstalling. Is the time synchronization software operating properly? If the time synchronization software is not operating properly, you must correct the problem before you continue with the install.
Has the Configuration Audit Tool (CAT) been run using the installation and DBA audit options? Run the CAT before you continue with the installation. If any CAT test fails, a message is displayed noting that there was a failure. For some tests, a failure message will not keep you from continuing with the installation, but you should always strive to get the CAT tests to pass. See Using the Configuration Audit Tool on page 14 for more details about the CAT tests.
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7. Select Next. The Feature Selection dialog is displayed. To determine which software must be installed on a host computer, use the following table. This table lists each of the supported host functions and which features must be selected so that the correct software is installed on the host. For this host function... All Functions Administration Data Collection Data Processing Reporting ...select only the following features Server Reporting Server Server Server Server Reporting
8. Select Next. The User Name dialog is displayed. This defines a user name that is associated with the installation files. This user name will appear as the owner and group owner when you display the permissions of the files. The user name you select here does not have login capability and is set up with restricted shell capability, so do not select a user name that you also want to use as a login ID. 9. Select Next. If the user name does not already exist in the OS, it will be created automatically. If the user name already exists, a warning is displayed reminding the installer that the user name cannot be used for login capability. If you decide you do not want to use a name that already exists and you want to use for login capability, select OK. At the next dialog, select Back and return to this dialog to select a different user name. Note: If you later uninstall software from a host machine, the user name used to install the software is not deleted from the host. This is done so that the log files left on the host machine can be accessed for troubleshooting. If you later reinstall the software and use a different user name, all files related to the install will be owned by the new user name. The old user name is retained in /etc/passwd.
Note:
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10. Select OK if the warning message is displayed. The Install Preview dialog is displayed. Inspect the displayed information and confirm that the correct features will be installed in the proper location before you select Install to start the installation.
!
CAUTION:
CAUTION: Once the installation begins, you should not cancel the installation for any reason. Cancelling the installation will cause any subsequent uninstalls or installs to fail.
11. Select Install. The installation of files begins and the Install Progress dialog is displayed. The progress bar updates as files are installed. Note: Enter the following command in a new terminal window to view the progress of the installation: tail -f /opt/Avaya/CCR/install_logs/install.log After all of the files are installed, the Start Configuration dialog is displayed. The option you select here determines if you will automatically continue with software configuration. Select Finish to continue with the configuration. Select No to end the install without doing the configuration. To start the configuration manually at a later time, continue with Step 2 of Configuring software using the GUI on page 39.
Note:
!
Important:
Important: Once you have made your choice and select Finish, you cannot go back and change your choice.
12. Select either Yes or No. 13. Select Finish. One of the following occurs:
If you selected Yes to start the configuration, the configuration process begins and the Configuration Launch dialog is displayed. This dialog is displayed in the background during the configuration process. After a few seconds, the Welcome to Configuration dialog is displayed. Continue with Step 4 of Configuring software using the GUI on page 39. Important: Do not close the configuration progress dialog. If you close this dialog, the configuration process will be canceled. If you selected No to end the installation without doing a configuration, the Installation Summary dialog is displayed. The Readme text is displayed in this dialog. The Readme file contains information about the following items:
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Important:
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- Post-configuration procedures - Installation logs - Configuration logs - How to install and configure the software 14. Select Finish when finished reading the Readme text. 15. Take note of any error messages in the following log files:

/opt/Avaya/CCR/install_logs/install.log /tmp/install_logs/installError.log
Note:
Note: Errors are only written to installError.log if the NTP test fails at the beginning of the install. If the NTP test passes, all messages are written to the install.log file. 16. Remove the software disc from the disc drive. Store this software in a secure location.
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Installing software using a silent install

This section describes how to install software using a silent install. A silent install uses a command to apply property settings from a data file. This installation method can be used to repeatedly install software on several hosts. To install software using a silent install: 1. Insert the software disc into the disc drive. If the installation program starts automatically, cancel the process. 2. Copy the following files from the software disc to a temporary directory on the application host: mount /dev/cdrom mnt cd /mnt cp *.* /avaya/ 3. Open the license.txt file and read the license agreement. Continue with the install if you agree with the licensing terms. 4. Move to the directory where you copied the files. 5. Using a file editor, open the silentInstall.txt file. The silentInstall.txt file is displayed. The following is an example of that file.
################################################################################ -V RUN_CONFIG_NOW="true" -V CCR_USER="" -V AGREE_LICENSE="no" -P Server.active="false" -P Reporting.active="false"
################################################################################
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6. Edit the properties as described in the following table: Property

RUN_CONFIG_NOW
Default true
Description This defines whether you want to run a silent configure automatically after the silent install is complete. Enter either true or false. If you enter true, edit your configuration data file and set the configuration options before you start the silent install. See Configuring software using a silent configure on page 54. This defines a user name that is associated with the installation files. This user name will appear as the owner and group owner when you display the permissions of the files. The user name you select here does not have login capability and is set up with restricted shell capability, so do not select a user name that you also want to use as a login ID. Enter yes. Enter true to install the server software on this host. For more information about when you must install server software, see Installation worksheets on page 149. Enter true to install the reporting software on this host. For more information about when you must install reporting software, see Installation worksheets on page 149.
CCR_USER
N/A
AGREE_LICENSE Server.active
no false
Reporting.active
false
7. Save and close the file. 8. Enter: ./setuplinux.bin -options silentInstall.txt -silent The installation process begins. 9. Open and new terminal window and enter the following command to view the progress of the installation: tail -f /opt/Avaya/CCR/install_logs/install.log 10. When the installation finishes, either the command prompt is displayed or the silent configure process begins if RUN_CONFIG_NOW is set to true. 11. Take note of any error messages in the following log files:

/opt/Avaya/CCR/install_logs/install.log /tmp/install_logs/installError.log
Note:
Note: Errors are only written to installError.log if the NTP test fails at the beginning of the install. If the NTP test passes, all messages are written to the install.log file.
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12. Remove the software disc from the disc drive. Store this software in a secure location. 13. Continue with Configuring the software on page 37.
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Configuring the software

This section contains the procedures for configuring the software. A configuration must be done for every host where you have installed software. This section includes the following topics:

Prerequisites on page 37 Admonishments on page 38 Configuring software using the GUI on page 39 Configuring software using a silent configure on page 54 Confirming a valid installation and configuration on page 55
Prerequisites
Before you start installing and configuring software:
Confirm that all installation and configuration prerequisites documented in Implementation prerequisites on page 13 have been done. Have your installation and configuration worksheets filled out. These are found in Configuration worksheets on page 151. You must be logged in as root or as a sudo root user to configure the software. If you are logging in remotely using an X windows package, you must redirect the console display to the remote computer. Enter the command: export DISPLAY=IP_ADDRESS:0.0 where IP_ADDRESS is the IP address of the remote computer where you are running the Avaya IQ commands.
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Admonishments
!
CAUTION:
CAUTION: Do not use the loop back IP address 127.0.0.1 for any of the configuration dialogs.
Note:
Note: When using the installation and configuration dialogs through a remote Xwindows session, do not close the dialog using the Close (X) button in the upper right corner of the dialog. This might cause the following warning message to display: This may end your client session. If this warning message does display, close the warning message dialog (do not select OK), and continue with the installation or configuration. Note: When displaying context-sensitive help during the installation or configuration, the Back, Forward, and Home controls in the help window are not operational and should not be selected. Note: If the configuration cannot be completed, a rollback to the current state happens automatically. However, if database tables have already been created, those tables are not dropped automatically. If you want to drop those tables, you must use the drop scripts described in Appendix D: Manually creating database tables and granting user access on page 187. Note: Passwords entered in the GUI dialogs are encrypted and display as asterisks (*). When you run the configuration again, you must reenter all passwords. Note: Once you have administered the database user names and passwords, they cannot be changed during operation of Avaya IQ Release 4.1. Note: You cannot enter non-ASCII or extended ASCII characters during configuration.
Note:
Note:
Note:
Note:
Note:
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Configuring software using the GUI

To configure the software using the GUI: 1. Do one of the following steps:

If you are starting the configuration manually, continue with Step 2. If you chose to automatically start configuration after doing the install, the process continues with Step 4.
2. Enter: cd /opt/Avaya/CCR 3. Enter: ./runConfig.sh The configuration process begins. The Install Progress dialog is displayed. This dialog is displayed in the background during the configuration process.
!
CAUTION:
CAUTION: Do not close the Install Progress dialog. If you close this dialog, the configuration process will be canceled.
After a few seconds, the Welcome to Configuration dialog is displayed. 4. Select Next. The Feature Selection dialog is displayed. To determine which features will be configured on the host, use the following table. This table lists each of the supported host functions and which features must be selected to properly configure the host. For this host function... All Functions ...select only the following options System & Data Administration Reporting Application Reporting Web Server System & Data Administration Clear all feature selections except Product Config Features Clear all feature selections except Product Config Features Reporting Application Reporting Web Server
Administration Data Collection Data Processing Reporting
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5. Select Next. The Host IP Address dialog is displayed. Enter the IP address of the application host.
!
CAUTION:
CAUTION: Do not use the loop back IP address 127.0.0.1 for this IP address.
6. Select Next. The JDBC Driver Location dialog is displayed. This defines the location of the Oracle Client JDBC driver ojdbc14.jar that was installed on the All Functions host or Reporting hosts. Enter the fully qualified path for the driver or use Browse to select the fully qualified path for the driver. You can use the Linux find command to help find the fully qualified path for the driver. The default location is: /u01/app/oracle/product/10.2.0/client_1/jdbc/lib/ojdbc14.jar The driver must have read permissions to at least the owner and the group. 7. Select Next. The Start of Week Day dialog is displayed. This defines the day of the week that begins the customer enterprises week.
!
Important:
Important: Consult with the customer before you select the start of week day. Once this option has been set, it cannot be changed at a later time without uninstalling and reinstalling the application software.
8. Select Next. The Historical Data Store Connection dialog is displayed. Use these options to make the database connection to the historical data store. These options must be defined by the database administrator.
Database Vendor - Select the vendor name of your database product. The possible values are: oracle. Database Connection String - The application uses information in a connection string to communicate with the data stores in the database. Using a connection string allows the application to support single entity database deployments and complex Oracle Real Application Cluster (RAC) database deployments. When you run the CAT installation audit and provide valid database connection information, the CAT automatically creates a valid connection string. A connection string includes the following variable components:
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- Database Host - The IP address or fully qualified domain name for the computer where the database is installed. In a RAC configuration, there will be more than one database host. - Database Port - The TCP listener port administered for the database host. In a RAC configuration, each database host may use a different port. - Database Name - The name of the database. There will be only one database name. A database connection string for a simple database looks like the following example: jdbc:oracle:thin:@database_host:database_port:database_name A database connection string for a complex RAC database looks like the following example: jdbc:oracle:thin:@(DESCRIPTION=(FAILOVER=ON)(ADDRESS_LIST= (LOAD_BALANCE=ON)(ADDRESS=(PROTOCOL=TCP)(HOST= database_host1)(PORT=database_port1))(ADDRESS=(PROTOCOL= TCP)(HOST=database_host2)(PORT=database_port2))) (CONNECT_DATA=(SERVICE_NAME=database_name))) During GUI configuration, the system reads the /opt/Avaya/CCR/util/CAT/ connection.out file and displays the connection string in this dialog. If the string requires editing, you can select Back to go to the previous dialog, edit the string in the /opt/Avaya/CCR/current.conf file, then continue with the configuration. The changes you made in the current.conf file will be reflected in the dialogs.
!
Important:
Important: In the connection.out and current.conf files, the connections strings have a slightly different format than what is shown in the configuration dialog. The following are examples a connection string from a connection.out file followed by a connection string from a current.conf file: jdbc:oracle:thin:@//database_host:database_port/ database_name jdbc\:oracle\:thin\:@database_host\:database_port\ :database_name If you are manually editing the current.conf file to do a silent configuration, you can copy the connection string from the connection.out file to the current.conf file before you start the silent configuration. Remember to add or delete slashes, backslashes, and colons as shown in these examples.
Database User Name - Enter the name of the database user assigned as owner of the Historical Data Store. During GUI configuration, the system reads the /opt/Avaya/ CCR/util/CAT/connection.out file and displays the database user name in this dialog. For security purposes, the database user for the Historical Data Store must be different from the database users for all other data stores.The recommended default user name is RPT_HIST_OWNER_USR.
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Password - Enter the password for the database user. Schema Objects - This option defines whether the database setup SQL statements will be created and run automatically, or will only be created so they can be run manually at a later time. Consult with the customer and their DBA to decide which option is best for the customers installation. If the customer is not sure about this option, use Auto Create to complete the installation. Select Auto Create to have the software automatically use the dbsetup command to run the default SQL statements. These default SQL statements will create database tables for the Historical Data Store. Avaya recommends that you use this option whenever possible. Select Manual Create to create new SQL statements. These statements can be edited and run manually. Many DBAs prefer to inspect and approve any scripts that are being run on their database. This gives the DBA more control and flexibility if they want to change options like the initial sizing or object properties. The scripts are then run manually using the dbsetup command to create database tables for the Historical Data Store. See Appendix D: Manually creating database tables and granting user access on page 187 for the procedure to manually create the database tables.
!
Important:
Important: If the customer wants to manually create the database tables, this process must be completed before you begin initial administration.
9. Select Next. If the data store already exists, a warning message is displayed. If the historical data store already exists, the dbsetup command will not be run if you selected the Auto Create option. If you determine you need to drop and recreate the data store, you can do either of the following procedures:
Go to another terminal window, run the displayed command to drop the tables, click OK, select Back from the next dialog, and then continue with the configuration. Click OK and stop the configuration in the next dialog by selecting Cancel. You can then run the displayed command to drop the tables, and then restart the configuration process.
The Historical Data Store Users dialog is displayed. Use these options to assign the read-write and read-only user IDs created by the customer database administrator. These user IDs are internal to the operation of the system. The read-write user ID is used by the event processing system. The read-only user ID is used by the reporting system. During GUI configuration, the system reads the /opt/Avaya/ CCR/util/CAT/connection.out file and displays the database user names in this dialog. For security purposes, these database users should be different from the database user for the historical data store. However, you can use the base historical data store user for both of these users if the customer chose to create only one historical user. The recommended default names for these users are RPT_HIST_RO_USR and RPT_HIST_RW_USR.
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10. Select Next. The first Tablespace Names dialog is displayed. These options associate data stores to the tablespaces created when the database software was installed. The size for each of the tablespaces is determined by the Implementation Planning Tool. This information is given to the customer by the Avaya or BusinessPartner sales team. The customer then creates the required tablespaces in the database, and the tablespace names should be recorded using Appendix B: Customer information worksheets on page 67 in Avaya IQ Preparing for Implementation. By default, this dialog will display the recommended tablespace names. Coordinate with the customer to get the names of the tablespaces and to which data stores they should be associated. If the customer used the recommended tablespace names, the default names can be used, but you should verify the names are correct. Note: The tablespace names are case sensitive. 11. Select Next. The second Tablespace Names dialog is displayed. 12. Select Next. If any of the tablespaces do not exist in the database, a warning message is displayed. You must do one of the following procedures:

Note:
Check your tablespace names and make sure the names are correct. If the names are correct, make sure that the tablespace was really created on the database. Solicit help from the customer DBA to determine the existence of the tablespace. Important: If you are going to let Avaya IQ create the tables, the tablespaces you enter here must match the tablespaces created on the database host. You cannot continue unless the tablespaces have been created.
!
Important:
The Real-Time Data Store Connection dialog is displayed. Use these options to make the database connection to the Real-time Data Store. These options must be defined by the database administrator.
Database Vendor - Select the vendor name of your database product. The possible values are: oracle. Database Connection String - The application uses information in a connection string to communicate with the data stores in the database. Using a connection string allows the application to support single entity database deployments and complex Oracle Real Application Cluster (RAC) database deployments. When you run the CAT
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installation audit and provide valid database connection information, the CAT automatically creates a valid connection string. A database connection string for a simple database looks like the following example: jdbc:oracle:thin:@database_host:database_port:database_name A database connection string for a complex RAC database looks like the following example: jdbc:oracle:thin:@(DESCRIPTION=(FAILOVER=ON)(ADDRESS_LIST= (LOAD_BALANCE=ON)(ADDRESS=(PROTOCOL=TCP)(HOST= database_host1)(PORT=database_port1))(ADDRESS=(PROTOCOL= TCP)(HOST=database_host2)(PORT=database_port2))) (CONNECT_DATA=(SERVICE_NAME=database_name))) During GUI configuration, the system reads the /opt/Avaya/CCR/util/CAT/ connection.out file and displays the connection string in this dialog. If the string requires editing, you can select Back to go to the previous dialog, edit the string in the /opt/Avaya/CCR/current.conf file, then continue with the configuration. The changes you made in the current.conf file will be reflected in the dialogs.
!
Important:
Database User Name - Enter the name of the database user assigned as owner of the Real-time Data Store. During GUI configuration, the system reads the /opt/Avaya/ CCR/util/CAT/connection.out file and displays the database user name in this dialog. For security purposes, the database user for the Real-time Data Store must be different from the database users for all other data stores. The recommended default user name is RPT_RT_USR. Password - Enter the password for the database user.
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13. Select Next. The Content Store Connection dialog is displayed. Use these options to make the database connection to the Content Data Store. These options must be defined by the database administrator.
Database Vendor - Select the vendor name of your database product. The possible values are: oracle. Database Connection String - The application uses information in a connection string to communicate with the data stores in the database. Using a connection string allows the application to support single entity database deployments and complex Oracle Real Application Cluster (RAC) database deployments. When you run the CAT installation audit and provide valid database connection information, the CAT automatically creates a valid connection string. A database connection string for a simple database looks like the following example: jdbc:oracle:thin:@database_host:database_port:database_name A database connection string for a complex RAC database looks like the following example: jdbc:oracle:thin:@(DESCRIPTION=(FAILOVER=ON)(ADDRESS_LIST= (LOAD_BALANCE=ON)(ADDRESS=(PROTOCOL=TCP)(HOST= database_host1)(PORT=database_port1))(ADDRESS=(PROTOCOL= TCP)(HOST=database_host2)(PORT=database_port2))) (CONNECT_DATA=(SERVICE_NAME=database_name))) During GUI configuration, the system reads the /opt/Avaya/CCR/util/CAT/ connection.out file and displays the connection string in this dialog. If the string requires editing, you can select Back to go to the previous dialog, edit the string in the /opt/Avaya/CCR/current.conf file, then continue with the configuration. The changes you made in the current.conf file will be reflected in the dialogs.
!
Important:
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Database User Name - Enter the name of the database user assigned as owner of the Content Data Store. During GUI configuration, the system reads the /opt/Avaya/ CCR/util/CAT/connection.out file and displays the database user name in this dialog. For security purposes, the database user for the Content Data Store must be different from the database users for all other data stores. The recommended default user name is RPT_CONTENT_USR. Password - Enter the password for the database user.
14. Select Next. The Reporting User Interface Connection dialog is displayed. Use these options to make the database connection to the Reporting User Interface Data Store. These options must be defined by the database administrator.
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!
Important:
Database User Name - Enter the name of the database user assigned as owner of the Reporting User Interface Data Store. During GUI configuration, the system reads the / opt/Avaya/CCR/util/CAT/connection.out file and displays the database user name in this dialog. For security purposes, the database user for the Reporting User Interface Data Store must be different from the database users for all other data stores. The recommended default user name is RPT_UI_USR. Password - Enter the password for the database user.
15. Select Next. The Service Locator Localhost dialog is displayed. This defines the Service Locator Localhost properties. You must define the following properties:
Local Host Full Name - Enter the fully qualified domain name (FQDN) of the local host. For example, reporthost.co.company.com. Local Host IP - Enter the IP address of the local host. Do not use 127.0.0.1 as the IP address. Local Host Short Name - Enter the short name of the local host. For example, reporthost. Local Host Port - Enter the DSS HTTP server port number of the Service Locator process on this host. This value should be the same as the branch host if this is a branch host, or it should be the same value as the root host if this is a root host. The default value is 10010. Do not change this default value unless the customers network requires a different port.
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16. Select Next. The Service Locator Branch, Root, and OAM Synchronizer dialog is displayed. This defines the Service Locator Branch, Root, and OAM Synchronizer properties. If the deployment uses only one application host, the IP addresses will all be the same. If the deployment has separate Data Processing hosts, the branch host will be the IP address of the Data Processing host, and the root host will be the IP address of the Administration host. You must define the following properties:
Branch Host IP Address - Enter the IP address of the host you are currently configuring. Branch Port - Enter the DSS port number of the Service Locator process on the branch host. The default value is 10010. Do not change this default value unless the customers network requires a different port. Root Host IP Address - Enter the IP address of the host used for registry updates, which is the All Functions host or the Administration host. Do not use 127.0.0.1 as the IP address. Root Port - Enter the DSS port number of the Service Locator process on the root host used for registry updates. The default value is 10010. Do not change this default value unless the customers network requires a different port. OAM Synchronizer Host IP Address - Enter the IP address of the host where the OAM synchronizer is operating, which is the All Functions host or the Administration host. Do not use 127.0.0.1 as the IP address. OAM Synchronizer Port - Enter the DSS port number of the Service Locator Tomcat process where the OAM synchronizer is operating. The default value is 31050. Do not change this default value unless the customers network requires a different port.
17. Select Next. The Service Locator Registry Management dialog is displayed. This defines the Service Locator Registry Management properties. These properties control how and when updates are made to the Service Locator registry. You must define the following properties:
Mode - Select either Root or Branch. The default is Root. If you select Root, registry management is controlled from the OAM source. Assign Root to the Administration or All Functions host. If you select Branch, registry management is controlled from the branch host in a distributed deployment. Assign Branch to all Data Processing and Reporting hosts. Important: Before you leave this dialog, verify that the Root and Branch assignments are correct for the different application hosts.
!
Important:
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Source - Enter the source from where the registry can be updated when the mode is set to Root. For Avaya IQ, use the default of OAM. Data Packet Size - Enter the size (in KB) of the data packets being sent to the branch Service Locators. The default is 8 KB, with a maximum of 64 KB. Avaya recommends that you use the default value. Registry File - Enter the install location of the registry file. The default is $CSBASE/ dss/registry.xml. Avaya recommends that you use the default value. Registry History - Enter the number of backup registry versions that will be kept on each branch at any one time. The default is 10, with a range from 1 to no upper limit. Avaya recommends that you use the default value.
18. Select Next. The Service Locator Registry Limits dialog is displayed. This defines the Service Locator Registry Limits properties. You must define the following properties:
Max Update Retry - Enter the number of times that registry updates are attempted on each branch host before the updates are discarded. The default is 10, with a range from 1 to no upper limit. Avaya recommends that you use the default value. CRS Pause Limit - Enter the number of seconds that the registry synchronization thread will be paused before the pumpup is cancelled and the CRS thread is restarted. The default is 60 seconds, with a range from 1 to no upper limit. Avaya recommends that you use the default value. Reconnect Interval - Enter the number of seconds after which a branch Service Locator verifies that registration to its root is still valid. If the registration is not valid, the Service Locator attempts to reconnect. The default is 30 seconds, with a range from 1 to no upper limit. Avaya recommends that you use the default value. Synch Interval - Enter, in seconds, how often the registration manager verifies the integrity of its branch Service Locators. The default is 60 seconds, with a range from 1 to no upper limit. Avaya recommends that you use the default value.
19. Select Next. The Lifecycle Manager Configuration dialog is displayed. This defines the information required to make the connection to the Lifecycle Manager. You must define the following properties:
Lifecycle Manager DSS Port - Enter the DSS port for the Lifecycle Manager. The default is 50000. Avaya recommends that you use the default value. OSGi DSS Port - Enter the DSS port for the OSGi component within the Lifecycle Manager. The default is 50001. Avaya recommends that you use the default value. Lifecycle Manager Storage Path - Enter the directory path where the Lifecycle Manager persists data. The default path is /opt/coreservices/lifecycle/ persistence. Avaya recommends that you use the default value.
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RMI Registry Port - Enter the Remote Method Invocation (RMI) registry port. The default is 1099. Avaya recommends that you use the default value.
20. Select Next. The Database Vendor Selection dialog is displayed. This defines the System Data Store vendor information. Select the vendor name of your database product. The possible values are: oracle and oracleRAC. Use oracle if the database is a single instance. Use oracleRAC if the database is a complex instance. 21. Select Next. The System Data Store Connection dialog is displayed. Use these options to make the database connection to the System Data Store. These options must be defined by the database administrator.
Database Connection String - The application uses information in a connection string to communicate with the data stores in the database. Using a connection string allows the application to support single entity database deployments and complex Oracle Real Application Cluster (RAC) database deployments. When you run the CAT installation audit and provide valid database connection information, the CAT automatically creates a valid connection string. A connection string includes the following variable components: - Database Host - The IP address or fully qualified domain name for the computer where the database is installed. In a RAC configuration, there will be more than one database host. - Database Port - The TCP listener port administered for the database host. In a RAC configuration, each database host may use a different port. - Database Name - The name of the database. There will be only one database name. A database connection string for a simple database looks like the following example: jdbc:oracle:thin:@database_host:database_port:database_name A database connection string for a complex RAC database looks like the following example: jdbc:oracle:thin:@(DESCRIPTION=(FAILOVER=ON)(ADDRESS_LIST= (LOAD_BALANCE=ON)(ADDRESS=(PROTOCOL=TCP)(HOST= database_host1)(PORT=database_port1))(ADDRESS=(PROTOCOL= TCP)(HOST=database_host2)(PORT=database_port2))) (CONNECT_DATA=(SERVICE_NAME=database_name))) During GUI configuration, the system reads the /opt/Avaya/CCR/util/CAT/ connection.out file and displays the connection string in this dialog. If the string requires editing, you can select Back to go to the previous dialog, edit the string in the /opt/Avaya/CCR/current.conf file, then continue with the configuration. The changes you made in the current.conf file will be reflected in the dialogs.
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!
Important:
Database User Name - Enter the name of the database user assigned as owner of the System Data Store. During GUI configuration, the system reads the /opt/Avaya/ CCR/util/CAT/connection.out file and displays the database user name in this dialog. For security purposes, the database user for the System Data Store must be different from the database users for all other data stores.The recommended default user name is RPT_SDS_USR. Database Password - Enter the password for the database user. Schema Name - Enter the name you have given the System Data Store schema. This will often be the same as the Database User Name, but could be a different name. Schema Owner - Enter the user name assigned to the System Data Store schema. This will often be the same as the Database User Name, but could be a different name.
22. Select Next. If you enter an invalid database user name or password, a warning message is displayed. Select OK and enter the correct database user name and password. The WebLM Configuration Properties dialog is displayed. This defines the configuration properties when you install the WebLM tool. You can use the default values unless you want to change the settings to locate the log file in a different location, or if you want to change the maximum size of the log files.
Log File Location - Enter the location where you want to save the WebLM log file. The default location is $CSBASE/tomcat-5.5.9. Avaya recommends that you use the default value. Log File Maximum Backup Index - Enter the number of WebLM log files that can be created. The allowed values are 1 through 5, with a default of 1. Avaya recommends that you use the default value.
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Log File Maximum File Size (in MB) - Enter the maximum allowable size of the log file. The allowed values are 1 through 10, with a default of 1. Avaya recommends that you use the default value. License Allocation Backup File Size (in MB) - Enter the maximum allowable size of the license allocation backup file. The allowed values are 1 through 10, with a default of 10. Avaya recommends that you use the default value.
23. Select Next. The Optional Installation of ASG dialog is displayed. This defines whether the Access Security Gateway (ASG) software will be installed. The default for this option is to install ASG. This is an option that should be discussed with your customer. If the customer is not purchasing an Avaya maintenance support agreement or if they do not want Avaya services to access the Avaya IQ system using the ASG feature, ASG should not be installed. If the customer is not concerned about the ASG feature, install ASG. If ASG is not installed and is later needed, or if it is installed and must be removed later, use the procedures shown in Installing or uninstalling ASG software and logins on page 129 in Avaya IQ Implementation. 24. Select Next. The Configuration Preview dialog is displayed. Inspect the displayed information and confirm that all of the configuration options are correct before you select Configure. If any of the options are incorrect, go back and correct those options before you select Configure.
!
CAUTION:
CAUTION: Once you select Configure, you may not stop the configuration process. Do not cancel the configuration for any reason. Cancelling the configuration will cause any subsequent configurations to fail.
25. Select Configure. The configuration begins and the Configuration Progress dialog is displayed. The progress bar updates as features are configured. 26. While the configuration is progressing, you can view the progress by doing the following procedure: a. Open a new terminal window.
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b. Enter: tail -f /opt/Avaya/CCR/install_logs/config.log The configuration log file is displayed. When the configuration is finished, the log file displays the following message:
The ConfigureSubsystemData return code is 0 (Nov 3, 2006 11:05:40 AM), Config, com.installshield.ccrconfig.event.InstallScript, msg1, *********** onEndInstalled::enter
When the configuration process is completely finished, the Configuration Summary dialog is displayed. The Readme text is displayed in this dialog. The Readme file contains information about the following items:

Post-installation procedures How to install and configure the software Installation logs Configuration logs
27. Take note of any error messages in the Configuration Summary dialog. Select Finish after you finish reading the Readme text. The Finish Configuration dialog is displayed. After selecting Finish to complete the configuration, you must log out and log back in before continuing with product implementation. This procedure is required to set the environment variables. 28. Select Finish. The command prompt is displayed. 29. Log out of your system and close the terminal window. You do not need to close your X-Windows session. 30. The configuration is complete. 31. Remove the software disc from the disc drive. Store this software in a secure location. 32. Continue with Confirming a valid installation and configuration on page 55. 33. Assuming that the installation on this host was successful, repeat this procedure for every application host in the deployment.
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Configuring software using a silent configure

This section describes how to configure software using a silent configure. A silent configure uses property settings from a data file to make changes without using the configuration GUI. This configuration method can be used to replicate software configurations across several hosts.
!
CAUTION:
CAUTION: Editing a default.conf or current.conf file is a delicate operation. You must make sure that you do not change any of the property names and that all property values are accurate. Any mistakes in the property names and values will cause the configuration to fail.
There are two scenarios you can follow when doing a silent configure: Editing the default.conf file: On a new host where you have installed software but have never done a GUI configuration, a default.conf data file is copied onto the host. This file contains all of the properties you must configure. You can copy default.conf to current.conf, edit a copy of the current.conf file, and enter the required property settings. The original default.conf file should not be edited and should be kept as a backup. Editing the current.conf file after a GUI install: You can also build a configuration file by running a GUI configuration on one of your hosts. When you do this, it creates a current.conf file that has all of the configuration properties populated with data for that host. This file is saved under /opt/Avaya/CCR. You may find it easier to copy one of these current.conf files to another host, edit the options specifically for that host, and then run a silent configure. Passwords entered into a configuration file must be entered as plain text. After you run a silent configuration or a GUI configuration, those passwords are replaced in the configuration files with four asterisks (****). Before you run a silent configuration again, you must reenter all passwords or the configuration process will fail. To configure software using a silent configure: 1. Make a backup copy of your default.conf or current.conf file. 2. If you are going to create a configuration file using the default.conf file, copy the file to current.conf. 3. Using a file editor, open the configuration file. The configuration data file is displayed. Note that the properties in this file correspond to the properties displayed in the GUI dialogs. 4. Edit the configuration properties with the values you have entered in the Configuration worksheets on page 151. The worksheets explain how you need to set each of the properties. 5. Save and close the configuration file.
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Confirming a valid installation and configuration
6. Enter: /opt/Avaya/CCR/runConfig.sh -silent The configuration process begins. 7. Open a new terminal window and enter the following command to view the progress of the configuration: tail -f /opt/Avaya/CCR/install_logs/config.log The configuration log file is displayed. When the configuration is finished, the log file displays a message similar to the following message:
. . The ConfigureSubsystemData return code is 0 (Feb 21, 2007 11:14:31 AM), Config, com.installshield.ccrconfig.event.InstallScript, msg1, *********** onEndInstalled::enter
When the configuration process is completely finished, the Configuration Summary dialog is displayed. The Readme text is displayed in this dialog. 8. When the configuration finishes, the command prompt is displayed. 9. Log out of your system. The configuration is complete. 10. Remove the software disc from the disc drive. Store this software in a secure location. 11. Continue with Confirming a valid installation and configuration on page 55. 12. Assuming that the installation on this host was successful, repeat this procedure for every application host in the deployment.

Use the procedure in this section to confirm that the installation and configuration were successful. If any of the procedures fail, you may have to uninstall and start over. See Uninstalling the software on page 109 for the procedures to uninstall the software. To confirm that the installation and configuration has completed successfully: 1. Log in to the operating system. 2. Enter: cat /opt/Avaya/CCR/install_logs/config.log | egrep -i "return code is" | more A list of installation programs is displayed with return codes. If there are any return codes that are not zero, the installation and configuration have failed.
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3. Enter: cd /opt/coreservices/lifecycle/bin 4. Enter: ./lc ls The list of services are displayed. The left-justified services are the containers and the indented services are the individual processing elements. For an All Functions or Administration host, verify that all of the MessageBrokerService and AdminTomcat containers are started before you continue with any initial administration. For a Data Processing, Data Collection, or Reporting host, no services are displayed.
List of services : 0789d6d512e860ec0112e86114070003 : MessageBrokerService : STARTED 0789d6d512e860ec0112e86114330008 : AdminTomcat : STARTED 0789d6d512e860ec0112e8611555000a : PEOAM_key : STARTED 0789d6d512e860ec0112e861158b0017 : PESDAS_key : STARTED 0789d6d512e860ec0112e86115a1001a : PEHostLogServer : STARTED 0789d6d512e860ec0112e86115c3001e : PENetworkLogServer_key : STARTED 0789d6d512e860ec0112e86116d90022 : PEHostLogRetrieverServer : STARTED 0789d6d512e860ec0112e86116e00026 : PENetworkLogRetrieverServer_key : STARTED 0789d6d512e860ec0112e86116eb002a : PEAlarmServer_key : STARTED 0789d6d512e860ec0112e86116f2002e : PEAlarmConfigServer_key : STARTED 0789d6d512e860ec0112e86116f90032 : PEAlarmRetrieverServer_key : STARTED 0789d6d512e860ec0112e86117da0036 : PEAuthorizationServiceKey : STARTED
Note:
Note: If this command fails, wait a few minutes for the software to load completely or restart and run the command again. 5. If any of the containers are not started, enter: ./lc stop UUID ./lc start UUID where UUID is the 32 character string shown in the display. Repeat this step for every service that is not started. 6. Repeat Step 4 to verify that all containers have started. You might have to wait a few minutes for the containers to restart.
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7. Check the DSS registry file for entries. Enter the following command: grep -i "-" /opt/coreservices/dss/registry.xml The last output shows that certain processes have been registered. For example:
<UUID>LifeCycleManager-135.9.86.85</UUID> <UUID>OsgiContainerMBean-135.9.86.85</UUID> <UUID>SvcPropManager-135.9.86.85</UUID>
If this was a Multiple Host deployment, you will see these three lines for every host you have installed and configured so far. 8. Repeat this procedure for every application host in the deployment. 9. Run the CAT manifest test as described in Using the Configuration Audit Tool on page 14. This test compares the installed files with a baseline to confirm that the installation was successful. 10. Continue with Initial administration on page 59.
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Initial administration
This section describes administration required to get Avaya IQ into operational mode before you turn the system over to the customer. Use the following checklist to assist you in completing initial administration: Procedure Order of administration on page 60 Confirming time synchronization on hosts and data sources on page 60 Confirming LDAP status on page 62 Checking for recent product and security updates on page 62 Installing licenses on page 62 Installing ASG authentication files on page 63 Installing certificates on page 64 Integrating with Active Directory on page 64 Access to administration on page 65 About sites, hosts, and sources on page 66 Administering sites on page 67 Administering hosts on page 69 Administering a link between Communication Manager and Avaya IQ on page 80 Creating and associating sources on page 92 Administering options for the Proactive Contact link on page 98 Verifying successful source administration on page 99 Loading date and time zone data on page 102 Administering SNMP on page 103 Changing passwords for unused Avaya login IDs on page 106 Completed?
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Procedure Removing unused login IDs on page 106 Turning the system over to the customer on page 107
Completed?
Order of administration
For a Dual Host deployment, with or without remote Data Collection hosts, administer the hosts in the following order:

All Functions host Remote Data Collection hosts, if part of the deployment Administration host Reporting hosts Data Processing hosts Data Collection hosts, after each associated Data Processing host Remote Data Collection hosts, if part of the deployment
For Multiple Host deployments, administer the hosts in the following order:

!
Important:
Important: When administering each of these hosts, verify that all processes have started before you administer the next host. The only exception to this rule is that the aggregation processing element on the Administration host, PEAggregation, will not start until you have added the Reporting hosts. See Verifying successful host administration on page 73 for more information.
Confirming time synchronization on hosts and data sources

All hosts and sources (for example, Communication Manager and Proactive Contact) used in the deployment must use time synchronization. Use the following procedure to confirm that time synchronization is working properly on all hosts and sources. You must also confirm that the NTPD service will restart at run levels 2 through 5 on each Avaya IQ application host.
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Confirming time synchronization on hosts and data sources
To confirm time synchronization: 1. Log on as root. 2. Enter: ntpstat;echo $? The system displays a response similar to the following:
synchronised to NTP server (135.9.65.147) at stratum 2 time correct to within 49 ms polling server every 1024 s 0
The time needs to be correct within 500 ms. The value returned with the echo command must be 0 (synchronized). If the value is 1 (not synchronized) or 2 (indeterminate), you must correct the clock synchronization problem. 3. Enter: chkconfig --list | grep ntpd You should see a response similar to the following:
ntpd 0:off 1:off 2:on 3:on 4:on 5:on 6:off
4. If the NTPD service is not set to restart at run levels 2 through 5, enter the following command: chkconfig -level 2345 ntpd on 5. Repeat the chkconfig command to verify the NTPD status. 6. Enter: date Verify that the time and time zone information is correct for each host. 7. On each Communication Manager system, use the following commands to check the time, date, and daylight savings time rules: display time display daylight-savings-rules 8. Correct any clock problems before you continue with initial administration.
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Confirming LDAP status

The LDAP service must be administered to restart at certain run levels. Use the following procedure to make sure the LDAP service is set up properly. To confirm that the LDAP service is set up to restart at run levels 2 through 5: 1. Log on as root. 2. Enter: chkconfig --list | grep ldap You should see a response similar to the following:
ldap 0:off 1:off 2:on 3:on 4:on 5:on 6:off
3. If the LDAP service is not set to restart at run levels 2 through 5, enter the following command: chkconfig -level 2345 ldap on 4. Repeat the chkconfig command to verify the LDAP status.
Checking for recent product and security updates

Before you make any administrative changes to the software, you should check for product updates, security updates, and security advisories at the Avaya support Web site: http://support.avaya.com/download Install any required updates to the installed version of the software.
Installing licenses
Follow the procedures shown in Acquiring and installing license files on page 146 in Avaya IQ Administration.
!
Important:
Important: Once you have installed the license file, be sure to give the WebLM password to the customer. The customer will need this password to install future license file updates.
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Installing ASG authentication files
Installing ASG authentication files

The ASG software package provides a one-time challenge/response authentication mechanism as an alternative to standard passwords. It is used to authenticate Avaya services users. When ASG is installed on a host, a unique authentication file must also be installed. The authentication file contains an authentication file ID, keys, and other information that are used to generate the login challenge. An authentication file and ID are associated with a specific host, and are needed to establish remote access to the host. You must acquire and install a unique authentication file on each application host in the deployment. This section includes the following topics:

Acquiring authentication files on page 63 Installing authentication files on page 63
Acquiring authentication files

To acquire authentication files, you must use the Authentication File System (AFS) feature and be an Avaya employee or a BusinessPartner. For information about how to acquire authentication files, see Authentication File System (AFS) User Guide. This document can be found on the Avaya support site: http://support.avaya.com To acquire authentication files, you need the following information:

Product name and release number Quantity of application hosts
When you request authentication files, download the file to the PC you are using to administer the application hosts. You must also save the Authentication File IDs that is generated for each authentication file. You must enter the Authentication File ID into the host description field during host administration. See Basic host properties on page 69.
Installing authentication files

To install authentication files: 1. Using a secure copy program, copy the authentication file to the /avaya or /tmp directory on the application host. 2. Log in as root on the application host. 3. Change directories to the location where you copied the authentication file.
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4. Enter: loadauth -a -l auth_file.xml where auth_file.xml is the authentication file. 5. Enter: vi /etc/ssh/sshd_config 6. Verify that the file has the following settings and that none of them are commented out of the program:
UsePAM yes PasswordAuthentication no ChallengeResponseAuthentication yes
7. Save and close the file. 8. Enter: service sshd restart This restarts the SSH service. 9. Repeat this procedure for every application host in the deployment.
Installing certificates
The customer may have security certificates to install on the Avaya IQ hosts. If the customer has these certificates available during implementation, you can install the certificates for the customer. See Managing trusted certificates on page 161 in Avaya IQ Administration for more information.
Integrating with Active Directory

Avaya IQ can work with Windows Active Directory on Windows 2000 Server and Windows 2003 Server to integrate enterprise users with the Avaya IQ user management system. This allows the customer to add administrative and reporting users automatically from their enterprise directory without using separate authentication from Avaya IQ. Avaya provisioning can integrate your enterprise directory during initial implementation, or the customer can do the integration using the procedures provided in Integrating with Active Directory on page 97 in Avaya IQ Administration. Coordinate this work with the customer.
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Access to administration
Enterprise directory integration can be done later in the implementation process if the customer is not ready for the implementation at this time in the process. Ideally, you should integrate the enterprise directory before you turn the system over to the customer.
!
CAUTION:
CAUTION: To properly set the search filters and base node to select from, the customer must have intimate knowledge of their Active Directory setup. Do not attempt this procedure if your customer does not have that knowledge.
Access to administration
There are two login IDs that Avaya implementation personnel can use during implementation and initial administration:

sroot craft
The sroot login ID should be used for all initial administration. This login ID requires you to log in using the Access Security Gateway (ASG) challenge and response process. The craft login ID does not provide sufficient access to complete the implementation. Avaya personnel should always use the sroot login ID. BusinessPartner personnel should use the avaya login ID and use the non-ASG login URL. To log on to administration when using the ASG challenge and response: 1. Set the resolution of your monitor to a minimum of 1024x768. Ideally, you should set your monitor resolution to 1280x1024. 2. Using your browser, enter the following URL: https://host_machine:port#/CS-OAM/jsp/forms/security/ASGLogon.jsf The variable host_machine is the FQDN or IP address of the All Functions host or Administration host, and port# is the TCP port used for the connection (by default, 28443) 3. Enter the user ID and select Get Challenge. The system displays a challenge string and prompts for a response string. 4. Use your ASG tools to generate a response string. 5. Enter the response string and select Verify Response. You are logged in to the administration interface. The locale settings for the login session are set automatically based on your browser settings.
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Note:
Note: When using a pop-up blocker in a browser, you must configure the pop-up blocker to allow pop-ups from the application host sites. Use the tools setting of your browser to control the allowed sites. When adding an allowed site to the list, use the IP address of the root host machine. 1. Set the resolution of your monitor to a minimum of 1024x768. Ideally, you should set your monitor resolution to 1280x1024. 2. Using your browser, enter the following URL: https://host_machine:port#/CS-OAM/jsp/forms/security/CUSLogon.jsf The variable host_machine is the FQDN or IP address of the All Functions host or Administration host, and port# is the TCP port used for the connection (by default, 28443) 3. Enter the avaya user ID and password. You are logged in to the administration interface. The locale settings for the login session are set automatically based on your browser settings. Note: When using a pop-up blocker in a browser, you must configure the pop-up blocker to allow pop-ups from the application host sites. Use the tools setting of your browser to control the allowed sites. When adding an allowed site to the list, use the IP address of the root host machine.
To log on to administration when using the avaya login:
Note:
About sites, hosts, and sources

An Avaya IQ deployment can have one or more sites with one or more hosts required at each site. Avaya currently supports the following site patterns:

Dual Hosts Dual Hosts with Distributed Data Collection Multiple Hosts Consolidated Multiple Hosts with Distributed Data Collection
An Avaya or BusinessPartner sales representative will use the Implementation Planning Tool to determine the deployment pattern and the number of sites and hosts required for the deployment. Request a copy of the Report for Provisioning from the customer and their sales representative to confirm the number of sites and hosts you will have to administer. This report contains information that will help you when administering the sites, hosts, and source Communication Manager and Proactive Contact systems.
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Administering sites
You must administer one or more sites, create the Communication Manager and Proactive Contact systems, add hosts to the sites, associate sources with the correct hosts, and administer the link to Communication Manager. Use the procedures shown in the following sections:

Administering sites on page 67 Administering hosts on page 69 Creating and associating sources on page 92 Administering a link between Communication Manager and Avaya IQ on page 80 Administering options for the Proactive Contact link on page 98 Verifying successful source administration on page 99
Administering sites
This section describes how to create sites where you will add hosts. The Implementation Planning Tool Report for Provisioning lists the number of sites you must create. For more information about how you determine the sites and hosts being deployed, see About sites, hosts, and sources on page 66. This section includes the following topics:

Adding a site on page 67 Editing a site on page 68 Deleting a site on page 68
Adding a site
To add a site: 1. Under the Enterprise tab, select Sites. The Site View dialog is displayed. 2. Select Add. The Add Site dialog is displayed. 3. Add a name and description for the site. 4. Select OK. The Finished adding new site dialog is displayed. 5. Select OK again to finish the procedure.
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6. Repeat this procedure for every site required for your deployment.
Editing a site
You can edit information associated with a site. To edit a site: 1. Under the Enterprise tab, select Sites. The Site View dialog is displayed. 2. Highlight, but do not double-click, the site you want to edit. Do not select the site name because the interface will drill down to display the hosts assigned to the site. 3. Select Edit. The Edit Site dialog is displayed. 4. Change the site name or description. 5. Select OK. The Site View dialog is displayed showing a new site name, if changed.
Deleting a site
You can remove sites if the site is no longer needed. This might happen if you mistakenly create a site during implementation. You should remove or move all hosts from one site to another site before you remove the site. You cannot remove the default administration site. To remove a site: 1. Under the Enterprise tab, select Sites. The Site View dialog is displayed. 2. Highlight, but do not double-click, the site you want to remove. Do not select the site name because the interface will drill down to display the hosts assigned to the site. 3. Select Remove. A confirmation message is displayed. 4. Select OK. The Site View dialog is displayed showing that the site you removed is no longer part of the administered sites.
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Administering hosts
Administering hosts
Administering hosts consists of the following procedures:

Adding a host on page 71 Verifying successful host administration on page 73 Editing host properties on page 77 Removing a host on page 78
Before you add a new host, review the properties listed in Host properties on page 69 to determine the values for each property. Use the property descriptions in this section and Initial administration worksheets on page 171 to help you plan your session.
Host properties
For each host you add, you must determine values for several properties. These properties will include system names, IP addresses, logins and passwords, file locations, and so on. Use the property descriptions in this section and Initial administration worksheets on page 171 to help you plan your session. Not all properties are required for all host functions. The properties described in this section are divided into the following functional areas:

Basic host properties on page 69 Reporting host properties on page 70
Basic host properties

These properties will be displayed during administration of the following host function types:

All Functions Administration Reporting Data Processing Data Collection
IP Address: This is the IP address of the host you are adding. Name: This is the name of the host. Use only the system name or the FQDN of the system. For example, use londoncc or londoncc.ln.company.com.
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Site: This is the name of the site to which you will associate this host. More than one host can be associated with a site. Every site must have at least one host. Description: This is a description of the host. Make the description as useful as possible, including location and functional information. You should also enter the Authentication File ID for the authentication file you installed on this host. The Authentication File ID is used with the ASG feature and must be known to acquire future authentication file updates. See Installing ASG authentication files on page 63 for more information.
Reporting host properties

These properties will be displayed during administration of the following host function types:

All Functions Reporting
Reporting Application Server properties

Reporting Application Server Port: This is the port number used to access the Reporting Application Server. Unless the customer has a security conflict with this port, use the default of 9300. SSL Port: This is the Secure Socket Layer port. Unless the customer has a security conflict with this port, use the default of 9334. Shutdown Port: This is the shutdown port. Unless the customer has a security conflict with this port, use the default of 9399. Log Server Port: This is the log server port. Unless the customer has a security conflict with this port, use the default of 9362.
Reporting Web Server properties

Gateway Port: This is the port number used for the report gateway. The default value is 80.
Reporting User Interface properties

Email Server Name: This is the name of the customers SMTP email server. This server is used to deliver reports saved to email for report users. During host administration on an All Functions or Reporting host, you must define an email account from which Avaya IQ reports are mailed to Avaya IQ report users. This email account should be created (or can already exist) on a customer email server that supports SMTP mail service. The name of the account is not important, but the customer may want to create a special account so that report users can recognize that email from that account will be Avaya IQ reports. This email account cannot be created on an Avaya IQ host because Avaya IQ hosts do not support SMTP operation. Email Port: This is the SMTP port number used to communicate with the email server. The default value is 25. Change this value if the email server uses a different SMTP port.
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Administering hosts
Email User Name: This is a non-privileged user on the SMTP email server. An email user is only required if the SMTP server requires authentication in order to send email. Email User Password: This is the password for the email user. You must reenter the password to verify that you entered the password correctly, but no checks are made to confirm that the user and password are valid for the email server.
Adding a host
For a Dual Host deployment, with or without remote Data Collection hosts, administer the hosts in the following order:

All Functions host Remote Data Collection hosts Administration host Reporting hosts Data Processing hosts Data Collection hosts, after each associated Data Processing host Remote Data Collection hosts
For Multiple Host deployments, administer the hosts in the following order:

To add a new host: 1. Under the Enterprise tab, select a site that you created in Adding a site on page 67 or select Default Admin Site. The Site View dialog is displayed. If you are adding the first host to the default administration site, you will see Default Admin Host. The default administration host will be replaced with the first host you add to the default administration site or to any other site. 2. Select Add. The Add New Host dialog is displayed. 3. Select the host function you want to add. When you are adding the first host in a deployment, you can only choose the following host function types:

All Functions host for a Dual Host deployment Administration host for a Multiple Host deployment
After you add the Administration host in a Multiple Host deployment, you may start adding the rest of the hosts. Though all host functions are listed, the valid host function selections are Data Collection, Data Processing and Reporting. 4. Select Next.
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5. A series of dialogs are displayed. Administer the properties in each of the dialogs based on the definitions shown in Host properties on page 69. 6. After you complete all of the dialogs, select Finish on the Finish Up dialog. When the host has been added, another Finish Up dialog is displayed. 7. Select OK. The Site View dialog is displayed showing the new host you have added and the subsystems installed for the host. If you added the host under the Default Admin Site folder, the Default Admin Host is replaced by the new host. If you added the host under a site you created, the Default Admin Host is no longer displayed under the Default Admin Site.
!
CAUTION:
CAUTION: After adding a host, verify that all processes have started before you add the next host. The only exception to this rule is that the aggregation processing element on the Administration host, PEAggregation, will not start until you have added the Reporting hosts in a multi-host deployment. See Verifying successful host administration on page 73 for more information.
8. Repeat this procedure for each host you are adding.
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Administering hosts
Verifying successful host administration

This section lists of the subsystems you should see for each host type and the containers assigned to each host type. Do not continue with any administration until all subsystems display a status of Active.
All Functions host:

Under the Enterprise tab, select SiteName > HostName. The following subsystems should be displayed:

CS Foundation Data Collection Data Processing Historical Data Consolidation Key Management Messaging Real Time Data Consolidation Real Time Report Execution Report Gateway Report Management System Management
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The following is an example of the containers that are displayed for an All Functions host when you enter the command: /opt/coreservices/lifecycle/bin/lc ls
List of services : 0789d6d513f679650113f67983290003 : MessageBrokerService : STARTED 0789d6d513f6816a0113f69606a50056 : ReportingApplicationService : STARTED 0789d6d513f6816a0113f69606bf005a : ReportingWebServer : STARTED 0789d6d513f679650113f679835c0008 : AdminTomcat : STARTED 0789d6d513f679650113f679839f000a : PEOAM_key : STARTED 0789d6d513f679650113f67983db0017 : PESDAS_key : STARTED 0789d6d513f679650113f6798718001a : PEHostLogServer : STARTED 0789d6d513f679650113f6798720001e : PENetworkLogServer_key : STARTED 0789d6d513f679650113f67987260022 : PEHostLogRetrieverServer : STARTED 0789d6d513f679650113f679872d0026 : PENetworkLogRetrieverServer_key : STARTED 0789d6d513f679650113f6798738002a : PEAlarmServer_key : STARTED 0789d6d513f679650113f679873f002e : PEAlarmConfigServer_key : STARTED 0789d6d513f679650113f679878e0032 : PEAlarmRetrieverServer_key : STARTED 0789d6d513f679650113f67987940036 : PEAuthorizationServiceKey : STARTED 0789d6d513f6816a0113f69603fc0003 : AdminJBoss : STARTED 0789d6d513f6816a0113f696040c0006 : PEKeyAuthority : STARTED 0789d6d513f6816a0113f696041d000a : PEIRS : STARTED 0789d6d513f6816a0113f6960437000f : PEHDREntityMonitor : STARTED 0789d6d513f6816a0113f696044d001a : PERDREntityMonitor : STARTED 0789d6d513f6816a0113f69604610025 : PEHDAPREntityMonitor : STARTED 0789d6d513f6816a0113f69604770031 : PERDAPREntityMonitor : STARTED 0789d6d513f6816a0113f696048c003d : PELoadDateKey : STARTED 0789d6d513f6816a0113f696049d0040 : PEAggregation : STARTED 0789d6d513f6816a0113f69604a90044 : PEAdminRecorder : STARTED 0789d6d513f6816a0113f69604cd004b : PESchedulerUtility_key : STARTED 0789d6d513f6816a0113f69604df004e : ReportingJBoss : STARTED 0789d6d513f6816a0113f69606930052 : PERealTimeReportService : STARTED
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Administering hosts
Administration host:

CS Foundation Historical Data Consolidation Key Management Messaging Real Time Data Consolidation System Management
The following is an example of the containers that are displayed for an Administration host when you enter the command: /opt/coreservices/lifecycle/bin/lc ls
List of services : 07890386132b04c801132b04d2b30003 : MessageBrokerService : STARTED 07890386132b04c801132b04d2d30008 : AdminTomcat : STARTED 07890386132b04c801132b04d348000a : PEOAM_key : STARTED 07890386132b04c801132b04d36f0017 : PESDAS_key : STARTED 07890386132b04c801132b04d374001a : PEHostLogServer : STARTED 07890386132b04c801132b04d37b001e : PENetworkLogServer_key : STARTED 07890386132b04c801132b04d3810022 : PEHostLogRetrieverServer : STARTED 07890386132b04c801132b04d3880026 : PENetworkLogRetrieverServer_key : STARTED 07890386132b04c801132b04d390002a : PEAlarmServer_key : STARTED 07890386132b04c801132b04d397002e : PEAlarmConfigServer_key : STARTED 07890386132b04c801132b04d39e0032 : PEAlarmRetrieverServer_key : STARTED 07890386132b04c801132b04d3a40036 : PEAuthorizationServiceKey : STARTED 07890386132b0bba01132b5f8a940003 : AdminJBoss : STARTED 07890386132b0bba01132b5f8ae30006 : PEKeyAuthority : STARTED 07890386132b0bba01132b5f8af3000a : PEIRS : STARTED 07890386132b0bba01132b5f8afd000f : PEHDREntityMonitor : STARTED 07890386132b0bba01132b5f8b23001a : PERDREntityMonitor : STARTED 07890386132b0bba01132b5f8b350025 : PEHDAPREntityMonitor : STARTED 07890386132b0bba01132b5f8b470031 : PERDAPREntityMonitor : STARTED 07890386132b0bba01132b5f8b5a003d : PELoadDateKey : STARTED 07890386132b0bba01132b5f8b620040 : PEAggregation : STARTED 07890386132b0bba01132b5f8b6a0044 : PEAdminRecorder : STARTED 07890386132b0bba01132b5f8b76004b : PESchedulerUtility_key : STARTED
Note:
Note: The aggregation processing element, PEAggregation, will not start until you add a Reporting host.
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Reporting host:

CS Foundation Real Time Report Execution Report Gateway Report Management
The following is an example of the containers that are displayed for a Reporting host when you enter the command: /opt/coreservices/lifecycle/bin/lc ls
List of services : 07890386132b0bba01132b61988901e5 : ReportingApplicationService : STARTED 07890386132b0bba01132b6198a001e9 : ReportingWebServer : STARTED 07890386132b0bba01132b61980601db : CSTomcatBasic_Key : STARTED 07890386132b0bba01132b61987501dd : PEHostLogServer : STARTED 07890386132b0bba01132b61988001e1 : PEHostLogRetrieverServer : STARTED 07890386132b0bba01132b6198f301f1 : ReportingJBoss : STARTED 07890386132b0bba01132b6198ad01ed : PERealTimeReportService : STARTED
Data Processing host:


CS Foundation Data Collection Data Processing Key Management Messaging
The following is an example of the containers that are displayed for a Data Processing host when you enter the command: /opt/coreservices/lifecycle/bin/lc ls
List of services : 07890386132b0bba01132b6350fc027d : MessageBrokerService : STARTED 07890386132b0bba01132b63dbd60282 : CSTomcatBasic_Key : STARTED 07890386132b0bba01132b63dc520284 : PEHostLogServer : STARTED 07890386132b0bba01132b63dc600288 : PEHostLogRetrieverServer : STARTED 07890386132b0bba01132b63dc6a028c : IRSJBoss : STARTED 07890386132b0bba01132b63dc72028f : PEIRS : STARTED
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Administering hosts
Data Collection host:


CS Foundation Data Collection Key Management Messaging /opt/coreservices/lifecycle/bin/lc ls
The following containers are displayed for a Data Collection host when you enter the command:
List of services : 07890386132b0bba01132b652d570305 : MessageBrokerService : STARTED 07890386132b0bba01132b65b66f030a : CSTomcatBasic_Key : STARTED 07890386132b0bba01132b65b6de030c : PEHostLogServer : STARTED 07890386132b0bba01132b65b6e80310 : PEHostLogRetrieverServer : STARTED 07890386132b0bba01132b65b6f00314 : IRSJBoss : STARTED 07890386132b0bba01132b65b6f90317 : PEIRS : STARTED
Editing host properties

You may change the name and description of a host, or move the host to a different site.
!
Important:
Important: You cannot change any other host properties. If you need to change the IP address of an All Functions or Administration host, you must uninstall the Avaya IQ software and go through a new installation, configuration, and administration of the host. If you need to change the IP address of a Data Collection, Data Processing or Reporting host, you can remove the host and readminister the host using the correct IP address. See Removing a host on page 78 and Adding a host on page 71 for more information.
To edit the host properties: 1. Select the Enterprise tab. 2. Select the site that contains the host you want to edit. The Site View dialog is displayed. 3. Highlight, but do not double-click, the host you want to edit. 4. Select Edit. The Edit Host dialog is displayed.
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5. Make any of the following changes:

Change the name of the host. Change the description of the host. Change the site to which the host is assigned.
6. Select OK. The Site View dialog is displayed. If you reassigned the host to another site, the host will be displayed under the other site.
Removing a host
You can remove a host when it is no longer needed or the when you want to change the function of the host.
!
Important:
Important: You cannot remove an All Functions or Administration host. If you want to remove an All Functions or Administration host, you must uninstall the Avaya IQ software and reinstall and configure the Avaya IQ software and then readminister your hosts. In other words, you have reinstall everything as if it is a new installation.
To remove a host: 1. Select the Enterprise tab. 2. Select the site that contains the host you want to remove. The Site View dialog is displayed. 3. Highlight, but do not double-click, the host you want to remove. 4. Select Remove. A confirmation message is displayed. 5. Select OK. One of the following will occur:
The Site View dialog is displayed showing that the host you removed is no longer part of the site. You are finished removing the host. If you receive the following message, some host services may not have been removed completely: Continue with Step 6.
An error occurred when uninstalling host <hostname>. You may need to manually delete some processes. See the product implementation document for instructions.
6. Log in to the operating system on the host you are removing from service.
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Administering hosts
7. Enter: cd /opt/coreservices/lifecycle/bin 8. Enter: ./lc ls The list of active services are displayed as shown in the following example. If no services are displayed, you may skip the rest of this procedure. The left-justified services are the containers that must be removed. The indented services are the individual processing elements. When you remove the container, all associated processing elements are removed.
List of services : 0789d6d513f679650113f67983290003 : MessageBrokerService : STARTED 0789d6d513f6816a0113f69606a50056 : ReportingApplicationService : STARTED 0789d6d513f6816a0113f69606bf005a : ReportingWebServer : STARTED 0789d6d513f679650113f679835c0008 : AdminTomcat : STARTED 0789d6d513f679650113f679839f000a : PEOAM_key : STARTED 0789d6d513f679650113f67983db0017 : PESDAS_key : STARTED 0789d6d513f679650113f6798718001a : PEHostLogServer : STARTED 0789d6d513f679650113f6798720001e : PENetworkLogServer_key : STARTED 0789d6d513f679650113f67987260022 : PEHostLogRetrieverServer : STARTED 0789d6d513f679650113f679872d0026 : PENetworkLogRetrieverServer_key : STARTED 0789d6d513f679650113f6798738002a : PEAlarmServer_key : STARTED 0789d6d513f679650113f679873f002e : PEAlarmConfigServer_key : STARTED 0789d6d513f679650113f679878e0032 : PEAlarmRetrieverServer_key : STARTED 0789d6d513f679650113f67987940036 : PEAuthorizationServiceKey : STARTED 0789d6d513f6816a0113f69603fc0003 : AdminJBoss : STARTED 0789d6d513f6816a0113f696040c0006 : PEKeyAuthority : STARTED 0789d6d513f6816a0113f696041d000a : PEIRS : STARTED 0789d6d513f6816a0113f6960437000f : PEHDREntityMonitor : STARTED 0789d6d513f6816a0113f696044d001a : PERDREntityMonitor : STARTED 0789d6d513f6816a0113f69604610025 : PEHDAPREntityMonitor : STARTED 0789d6d513f6816a0113f69604770031 : PERDAPREntityMonitor : STARTED 0789d6d513f6816a0113f696048c003d : PELoadDateKey : STARTED 0789d6d513f6816a0113f696049d0040 : PEAggregation : STARTED 0789d6d513f6816a0113f69604a90044 : PEAdminRecorder : STARTED 0789d6d513f6816a0113f69604cd004b : PESchedulerUtility_key : STARTED 0789d6d513f6816a0113f69604df004e : ReportingJBoss : STARTED 0789d6d513f6816a0113f69606930052 : PERealTimeReportService : STARTED
Note:
Note: If this command fails, wait a few minutes for the software to load completely or restart and run the command again. 9. Enter the following command to remove any displayed services (containers). ./lc remove UUID where UUID is the 32 character string shown in the display. 10. Repeat Steps 7 through 9 until all services are removed.
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Administering a link between Communication Manager and Avaya IQ

Before you associate the Communication Manager systems with your hosts (Creating and associating sources on page 92), you must administer the links from the Communication Manager systems to the hosts. This section provides those procedures. You must do the procedures in this section for every Communication Manager that is being used as a data source for the Avaya IQ system.
!
Important:
Important: Avaya IQ requires that additional switch features be enabled to ensure that contact center events are properly captured. Verify that administration has been completed as described in this section.
This section includes the following topics:

Administering data collection options on page 80 Administering UCID options on page 81 Administering ANI trunk options on page 82 Administering the Avaya IQ and Communication Manager release options on page 83 Administering a C-LAN connection on page 85 Administering a processor ethernet port connection on page 89
Administering data collection options

You must administer the following data collection options on every Communication Manager system in the deployment:
Enable measurements for hunt groups (skills), trunk groups, and VDNs in the deployment. Measuring these resources means that reporting data will be sent to Avaya IQ. The measurement option can be set to either external or both. Do not allow any hunt groups (skills), trunk groups, or VDNs to go unmeasured. Administer Universal Call ID (UCID) for all trunk groups that might possibly be used to transport calls in or out of the Communication Manager system.
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You can optionally administer path replacement for trunk groups that are used to transport calls in or out of the Communication Manager system. The need for path replacement depends on your network configuration. For more details about these data collection options, see the following sections of Avaya Call Center Automatic Call Distribution (ACD) Guide:

Best Service Routing Implementing the Time of Day Clock Synchronization feature Information Forwarding Look-Ahead Interflow Reporting Adjuncts (this section is named Call Management System in the R3.1 version of this document) Universal Call ID
Administering UCID options

UCID parameters must be administered for all trunk groups that might possibly be used to transport calls in or out of the Communication Manager system. For more details about these UCID options, see Avaya Call Center Automatic Call Distribution (ACD) Guide. This section includes the following topics:

UCID feature options on page 81 UCID trunk options on page 81
UCID feature options

Using the change system-parameters features command, administer the following options: Create Universal Call ID (UCID): Found on Page 5, set this option to y. UCID Network Node ID: Found on Page 5, enter a unique number that can be used to identify UCID messages from this Communication Manager system. Each Communication Manager system that connects to Avaya IQ must use a unique ID number. This number is used when troubleshooting error messages collected by the Avaya IQ system. The valid range is 1-32767. Send UCID to ASAI: Found on Page 12 or 13, set this option to y.
UCID trunk options

UCID must be enabled for every ISDN trunk group that carries contact center calls. Using the change trunk-group command, administer the following options:
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UUI IE Treatment: Found on Page 3, set this option to shared. Maximum Size of UUI IE Contents: Found on Page 3, set this option to a value between 32 and 128. The default is 128. Send UUI IE: Found on Page 3, set this option to y. Send UCID: Found on Page 3, set this option to y. Universal Call ID (UCID): Found on Page 5, set this option to a priority value of 1 to ensure that the UCID messages are transported properly.
Administering ANI trunk options

You must administer calling number information on all measured ISDN trunks so that Automatic Number Identification (ANI) information is displayed in Avaya IQ reports. This information is for the partys extension on the trunk that originates the call and shows as Party in the Contact trace report. Using the change trunk-group command, administer the following options on Page 3: Send Calling Number: Set this option to y on the Communication Manager from which the call originates. Format: Set the options as follows:
If the format is set to public, you must add the caller extensions using the NUMBERING PUBLIC/UNKNOWN FORMAT form. If the format is set to private, you must add the caller extensions using the NUMBERING PRIVATE FORMAT form.
Using the change public-unknown-numbering command, add the caller extensions that you want to pass ANI digits. For example, if you want to pass ANI for all 5-digit extensions that start with the number 4 you would set the following options:

Ext Len - 5 Extension Code - 4 Trk Grp(s) - the trunk groups for which you want to pass ANI Total CPN Len - 5
Using the change private-numbering command, add the caller extensions that you want to pass ANI digits. For example, if you want to pass ANI for all 5-digit extensions that start with the number 4 you would set the following options:

Ext Len - 5 Ext Code - 4 Trk Grp(s) - the trunk groups for which you want to pass ANI
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Total Len - 5
Other options can be set on these numbering forms. See Administrator Guide for Avaya Communication Manager for more information.
Administering the Avaya IQ and Communication Manager release options

The following table reflects the recommended settings for the G3 Version, Call Center Release, and Reporting Adjunct Release based on the software release of Communication Manager. You can set the administration options to an earlier version, but you will not have access to all of the features of the recommended release. Software release Administration options G3 Version Communication Manager 3.1 Communication Manager 4.0 V13 V14 Call Center Release 3.0 4.0 Reporting Adjunct Release R13.1 4.0
To administer the Avaya IQ and Communication Manager release options, complete the following procedures:

Verifying the Communication Manager release on page 83 Verifying the customer options on page 84 Setting the reporting adjunct release on page 84
Verifying the Communication Manager release

The Communication Manager release number must be administered when you create the Communication Manager data sources on Avaya IQ. This procedure is documented in Creating Communication Manager sources on page 92. To accurately administer the Communication Manager release, use the list configuration software-versions command to display the software installed on the Communication Manager system. The software release numbers are interpreted as shown in the following examples:

R013x.01.4.642.1 means Release 3.1.4, load 642.1 R014x.00.1.731.2 means Release 4.0.1, load 731.2
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Verifying the customer options

Using the display system-parameters customer-options command, confirm that the following options have been enabled: G3 Version: this option is found on Page 1. For Communication Manager 3.1, this option must be set to V13. For Communication Manager 4.0, this option must be set to V14. If the software version is not correct, you must apply a new license file that has the correct version. Call Center Release: This option is found on Page 6. For Communication Manager 3.1, this option must be set to 3.0. For Communication Manager 4.0, this option must be set to 4.0. If the release number is not correct, you must apply a new license file that has the correct release. Business Advocate and Dynamic Advocate: These options are found on Page 6. These options must be set to y if the customer is using the percent allocation call handling preference or the reserve critical and reserve behind target skill levels. If these options are not enabled, you must apply a new license file that has these options enabled. Expert Agent Selection (EAS): This option is found on Page 6. This option must be set to y. If this option is not enabled, you must apply a new license file that has this option enabled. EAS-PHD: This option is found on Page 6. This option must be set to y. If this option is not enabled, you must apply a new license file that has this option enabled.
Setting the reporting adjunct release

Using the change system-parameters features command, set the Reporting Adjunct Release option found on Page 12. The option names and settings are different based on the Communication Manager software installed on the system. See the Release option in Creating Communication Manager sources on page 92 for the interactions of these options.
If the Communication Manager software release is 3.1 and the CMS release is R13.1, set the Reporting Adjunct Release option to R13.1. If the Communication Manager software release is 3.1 and there is no CMS being used in the configuration, set the Reporting Adjunct Release option to R13.1. If the Communication Manager software release is 4.0 and the CMS (appl mis) option is R13.1, set the CCR (appl ccr) option to 4.0. If the Communication Manager software release is 4.0 and the CMS (appl mis) option is R14.0, set the CCR (appl ccr) option to 4.0. If the Communication Manager software release is 4.0 and there is no CMS being used in the configuration, set the CCR (appl ccr) option to 4.0.
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Administering a C-LAN connection

Use the procedures in this section to administer a TCP/IP connection to a C-LAN circuit pack. Do the procedures in the following order:

Adding node names and IP addresses on page 85 Adding a C-LAN IP interface on page 86 Adding an ethernet data module on page 87 Adding the processor interface channels on page 88 Adding IP routing on page 88 Enabling the processor interface channel on page 89 Saving translations on page 89
Adding node names and IP addresses

Use the change node-names ip command to assign the name and IP address of the Avaya IQ host. Administer the following options: Name: Enter the host name of the Avaya IQ All Functions host (for Dual Host deployments), Data Collection and Data Processing hosts (for Multiple Host deployments), and any gateway hosts used in the network. The node names can be entered in any order. The names are displayed in alphabetical order the next time the form is displayed. The default node name entry is display-only and is not used for this application. For consistency, use the Avaya IQ host name as defined when you set the host function. See About sites, hosts, and sources on page 66 for more information. These names are also used in the IP interfaces, data module, IP routing, and other forms. If you change the node name in this form, it is automatically updated on the other forms.
!
CAUTION:
CAUTION: Plan out the network before you assign any IP addresses. Any future changes that require a change to IP addresses will cause a service disruption.
IP Address: Enter the IP address of the Avaya IQ All Functions host (for Dual Host deployments), Data Collection and Data Processing hosts (for Multiple Host deployments), and any required gateways.
Listing IP interfaces
Use the list ip-interface all command to list all existing IP interfaces. You can use an existing C-LAN interface if available. If no interfaces are available, you must add a new C-LAN board.
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Adding a C-LAN IP interface

Use the add ip-interface <Board_Location> command to assign a C-LAN circuit pack as an IP interface.
!
CAUTION:
CAUTION: If the IP interface is already administered, do not change the administration. Changing the administration could cause failure with IP telephones and other adjunct links.
Administer the following options: Type: Enter C-LAN. Slot: Enter the equipment location of the C-LAN circuit pack. Code/Suffix: This is a display-only field that shows the designation number of the circuit pack installed in the specified slot. Node Name: Enter the Communication Manager node name assigned on the Node Names form. In this example, enter voicehost. The same node name cannot be assigned to two different IP interfaces. IP Address: This field is display-only, taken from the IP Node Names screen, based on the node name entered. Subnet Mask: Identifies which portion of an IP address is a network address and which is a host identifier. Use the default entry, or check with the LAN administrator on site if connecting through the customer LAN. Gateway Address: Enter the address of a network node that will serve as the default gateway for the IP interface. If the application goes to points off the subnet, the gateway address of the router is required. If the Communication Manager and Avaya IQ host are on the same subnet, a gateway is not required. If using ethernet only, and a gateway address is administered, no IP routes are required. Enable Ethernet Port: Enter y to indicate that the Ethernet port associated with the TN2602AP circuit pack is in service. If this is an active board, set to n only when there is no standby, or when the standby has been disabled. Enter n in this field before you make changes to the screen. Net work Region: For a C-LAN IP interface, use 1. VLAN: Enter y if this is on a virtual LAN or n for a standard LAN. Target socket load and Warning level: Enter the maximum number of sockets targeted for this interface. If the number of sockets exceeds the targeted number, a warning alarm is generated.The default is 400.
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Receive Buffer TCP Window Size: Enter the threshold for the number of sockets used by this C-LAN, which when reached, triggers a warning message to be sent to the error log. Link: This display-only field shows the administered link number for an Ethernet link. Allow H.323 Endpoints: This field controls whether or not IP endpoints can register on the interface. Allow H.248 Gateways: This field controls whether or not H.248 media gateways (G700, G350, G250) can register on the interface. Gatekeeper Priority: Appears only if Allow H.323 Endpoints is y and the Communication Manager server is a main server or an LSP. This field does not display on an ESS server. This field allows a priority to be set on the interface. This affects where the interface appears on the gatekeeper list. Auto: Enter y for auto-negotiation or n for manual speed and duplex settings. If you enter n, you must assign the Speed and Duplex options. Avaya recommends that you use auto-negotiation. Speed: Enter either 10Mbps or 100Mbps. Duplex: Enter either full or half.
Adding an ethernet data module

Use the add data-module <extension> command to assign the Ethernet port of the C-LAN circuit pack. Administer the following options: Data Extension: Enter an unassigned extension number or next on the command line. Type: Enter ethernet. Port: Enter the equipment location of the C-LAN circuit pack (TN799). For the ethernet link, always use circuit 17 (for example, 01A0317). Link: Enter a TCP/IP link number (1-33). This entry corresponds to the Interface Link option on the Processor Channel form. Name: Enter a name for the data module. This name will display when you list the assigned data modules. Network uses 1s for Broadcast Address: This sets the host portion of the IP address to 0s or 1s. The default is yes (all 1s). Use the default if the private network contains only Avaya systems and adjuncts. Enter n only if the network includes non-Avaya systems that use the 0s method of forming broadcast addresses.
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Adding the processor interface channels

Use the change communication-interface processor-channels command to assign the processor channel attributes. Administer the following options: Proc Chan: Select a processor channel for this link. Enable: Enter n when adding the channel. Appl: Enter mis for Communication Manager 3.1 and earlier. Enter ccr for Communication Manager 4.0 and later. Gtwy To: Leave blank. Mode: Enter s for server. Interface Link: Enter the TCP/IP link number used on the ethernet data module form. Interface Chan: Enter the TCP channel number (5000-64500). Destination Node: Enter the node name of the Avaya IQ host as assigned on the Node Names form. Destination Port: Use the default of 0. Session Local/Session Remote: The local and remote port assignments must be symmetrical between the Communication Manager and the Avaya IQ host. The standard provisioning procedure is to set the local and remote port assignments equal to the Communication Manager processor channel used for this link. For example, if you use processor channel 10, set the local and remote port to 10. Mach ID: Not used.
Adding IP routing
Use the add ip-route command to set up the IP routes from the Communication Manager to the Avaya IQ host. This is required when:

The Communication Manager and the Avaya IQ host are on different subnets, or When a Gateway Address is not administered for the C-LAN IP interface.
Administer the following options: Route Number: If you are going through a router, you must set up IP route 1 from the Communication Manager to the router and set up IP route 2 from the Communication Manager to the Avaya IQ host. Destination Node: This field represents the node name of the destination for this route. You would typically enter the node name for the Avaya IQ host or a router, depending on your configuration.
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Network Bits: Enter a value from 0-30. Subnet Mask: Enter a subnet mask. Gateway: Enter the node name of the gateway by which the destination node is reached for this route. This is either the local C-LAN port of the first intermediate node between the C-LAN port and the final destination. For example, if there were one or more routers between the C-LAN port and the final destination node (the Avaya IQ host), the gateway would be the node name of the first router. C-LAN Board: Enter the equipment location of the C-LAN circuit pack that provides this route. It is possible to have more than one C-LAN circuit pack, but most configurations will only have one C-LAN. Metric: Specifies the complexity of this IP route. Enter 0 if there are no intermediate nodes between the C-LAN port and the ethernet port on the Avaya IQ host. A metric value of 1 is used only on a Communication Manager that has more than one C-LAN circuit pack installed. See Administration for Network Connectivity for more information about using this field.
Enabling the processor interface channel

Use the change communication-interface processor-channels command to enable the processor channel. Administer the following options: Enable: Enter y to enable the channel.
Saving translations
Use the save translation command to save these translations.
Administering a processor ethernet port connection

Use the procedures in this section to administer a network connection when connected to a processor ethernet port. Do the procedures in the following order:

Verifying the Processor Ethernet port on page 90 Displaying the processor ethernet port on page 90 Adding node names and IP addresses on page 90 Adding the processor interface channels on page 90 Enabling the processor interface channel on page 91 Saving translations on page 91
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Verifying the Processor Ethernet port

Use the display system-parameters customer-options command to verify that the processor ethernet port is enabled. The Processor Ethernet option is listed in the Optional Features pages. If the processor ethernet port is not enabled, you must apply a new license file to the Communication Manager that has this option enabled.
Displaying the processor ethernet port

Use the display ip-interface procr command to display the IP address to the processor ethernet port. Use this form to verify that the IP interface has been administered.
!
CAUTION:
CAUTION: In most cases, the IP interface is already administered. Do not change the administration. Changing the administration could cause failure with IP telephones and other adjunct links.
Adding node names and IP addresses

Use the change node-names ip command to assign the name and IP address of the Avaya IQ host. Administer the following options: Name: Enter the host name of the Avaya IQ host and any gateway hosts used in the network. The node names can be entered in any order. The names are displayed in alphabetical order the next time the form is displayed. The default node name entry is display-only and is not used for this application. For consistency, use the Avaya IQ host name as defined when you set the host function. See About sites, hosts, and sources on page 66 for more information. These names are also used in the IP interfaces, data module, IP routing, and other forms. If you change the node name in this form, it is automatically updated on the other forms. IP Address: Enter the IP address of the Avaya IQ host and any required gateways.
!
CAUTION:
CAUTION: Plan out the network before you assign any IP addresses. Any future changes that require a change to IP addresses will cause a service disruption.
Adding the processor interface channels

Use the change communication-interface processor-channels command to assign the processor channel attributes. Administer the following options: Proc Chan: Select a processor channel for this link. Enable: Enter n when adding the channel.
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Appl: Enter mis for Communication Manager 3.1 and earlier. Enter ccr for Communication Manager 4.0 and later. Gtwy To: Leave blank. Mode: Enter s for server. Interface Link: Enter the TCP/IP link number. Interface Chan: Enter the TCP channel number (5000-64500). Destination Node: Enter the node name of the Avaya IQ host as assigned on the Node Names form. Destination Port: Use the default of 0. Session Local/Session Remote: The local and remote port assignments must be symmetrical between the Communication Manager and the Avaya IQ host. The standard provisioning procedure is to set the local and remote port assignments equal to the Communication Manager processor channel used for this link. For example, if you use processor channel 10, set the local and remote port to 10. Mach ID: Not used.
Enabling the processor interface channel

Use the change communication-interface processor-channels command to enable the processor channel. Administer the following options: Enable: Enter y to enable the channel.
Saving translations
Use the save translation command to save these translations.
!
Important:
Important:
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Creating and associating sources

Sources provide reporting data for Avaya IQ. The sources from which you can collect data are Communication Manager systems and Proactive Contact systems. To collect this data from sources, you must create those sources and then associate them with the proper host or Communication Manager system. Communication Manager systems are associated with All Functions, Data Collection, or Data Processing hosts. Proactive Contact systems are associated with a Communication Manager system. In Avaya IQ 4.0, you may associate one Proactive Contact system with a single Communication Manager system. You cannot associate a Proactive Contact system to more than one Communication Manager system. This section includes the following topics:

Creating Communication Manager sources on page 92 Creating Proactive Contact sources on page 94 Associating sources on page 95
Creating Communication Manager sources

Before you associate a Communication Manager system with any hosts, you must first administer the system as a connection resource. To create a Communication Manager source: 1. Under the Tasks tab, select Connection Management > Administer Connections. The All Connection Types dialog is displayed. 2. Select Communication Manager. The Connection Resources dialog is displayed. 3. Select Add. The Add Resource dialog is displayed. 4. Administer the following options:
Name: Enter a name for the system. This name is displayed in administration to identify the resources that belong to each system. Use a name that will easily identify the system. Description: Enter a description of the system. Include the name of the system and its location. IP Address: Enter the IP address of the processor ethernet port or CLAN port used for the communication link between Avaya IQ and the Communication Manager system.
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Port: Enter the TCP port of the communication link. Release: Select the Communication Manager release. The value you should select depends on the version of CMS you are using with Avaya IQ. - If the Communication Manager software release is 3.1 and the CMS release is R13.1, set this option to 3.1. - If the Communication Manager software release is 3.1 and there is no CMS being used in the configuration, set this option to 3.1. - If the Communication Manager software release is 4.0 and the CMS release is R13.1, set this option to 4.0. - If the Communication Manager software release is 4.0 and the CMS release is R14.0, set this option to 4.0. - If the Communication Manager software release is 4.0 and there is no CMS being used in the configuration, set this option to 4.0. See Administering the Avaya IQ and Communication Manager release options on page 83 for information about these options when administered on the Communication Manager system.
Source ID: Enter a name that represents the source ID for the system. This name is displayed in reports to identify queues or routing points that have the exact same name on two or more Communication Manager systems reporting to the same Avaya IQ. The source ID will help users identify the source of the reporting data. Input ID: Enter a distinctive identifier for the system. Each system in a deployment must have a unique identifier. This identifier is not displayed in reports so it can be any unique identifier. This identifier helps identify the source in log messages. Buffering Policy: This option determines whether buffered data will be saved to memory or to disk. The method that you should use depends on the deployment: - Select memory if the source system is connected to an All Functions or Data Processing host. - Select disk if the source system is connected to a Data Collection host. This prevents data loss if the link between the Data Collection and Data Processing hosts is down for a significant period of time. - Select none only when directed to do so by Avaya services personnel.
5. Select Next. The Finish Up dialog is displayed. 6. Select Finish. 7. Repeat this procedure for all Communication Manager systems in the deployment. 8. After all sources are created, you can associate the sources with the appropriate host using the procedures in Associating sources on page 95.
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Creating Proactive Contact sources

Before you associate a Proactive Contact system with a Communication Manager system, you must first administer the system as a connection resource. You may need to contact Avaya Proactive Contact Backbone support so that they can log in to the Proactive Contact system and gather these option definitions. To create a Proactive Contact source: 1. Under the Tasks tab, select Connection Management > Administer Connections. The All Connection Types dialog is displayed. 2. Select Proactive Contact. The Connection Resources dialog is displayed. 3. Select Add. The Add Resource dialog is displayed. 4. Administer the following options:
Name: Enter a name for the system. This name is displayed in administration to identify the resources that belong to each system. Use a name that will easily identify the system. Description: Enter a description of the system. Include the name of the system and its location. Proactive Contact System Name: Enter the name of the Proactive Contact system as defined when the Proactive Contact system was installed. You can determine the name by logging into the Proactive Contact system and running the following command: uname -n Naming Service Host: Enter the naming service host for the Proactive Contact system as defined when the Proactive Contact system was installed. You can determine the naming service host by logging into the Proactive Contact system and running the following command: getvar NAMESERVICEHOST Naming Service Port: Enter the port number used to communicate to the Proactive Contact system as defined when the Proactive Contact system was installed. You can determine the port by logging into the Proactive Contact system and running the following command: grep NameService /etc/services Account Login: This is the login ID for the Proactive Contact service. Enter statspmp.
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Account Password and Confirmation: Enter and confirm the password for the Proactive Contact service. Source ID: Enter a name that represents the source ID for the system. This name is displayed in reports to identify queues or routing points that have the exact same name on two or more Proactive Contact systems reporting to the same Avaya IQ system. The source ID will help users identify the source of the reporting data. Input ID: Enter a distinctive identifier for the system. Each system in a deployment must have a unique identifier. This identifier helps identify the source in log messages. Buffering Policy: This option determines whether buffered data will be saved to memory or to disk. The method you use depends on the deployment: - Select memory if the source system is connected to an All Functions or Data Processing host. - Select disk if the source system is connected to a Data Collection host. This prevents data loss if the link between the Data Collection and Data Processing hosts is down for a significant period of time. - Select none only when directed to do so by Avaya services personnel.
5. Select Next. The Finish Up dialog is displayed. 6. Select Finish. 7. Repeat this procedure for all Proactive Contact systems in the deployment. 8. After all sources are created, you can associate the sources with the appropriate host using the procedures in Associating sources on page 95.
Associating sources
Communication Manager systems are associated with the following types of hosts:

All Functions Data Collection Data Processing
Proactive Contact systems are associated with a Communication Manager system. In Avaya IQ 4.0, you may associate one Proactive Contact system with a single Communication Manager system. You cannot associate a Proactive Contact system to more than one Communication Manager system. Before you associate any Communication Manager systems with Avaya IQ hosts, remind the customer that they need to set the measuring option for all queues and routing points on which they want to report. If measuring is not enabled, those resources will not be collected for reports.
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To associate a source: 1. Under the Enterprise tab, select Sites > HostSite > HostName, where HostSite is the name of the site and HostName is the name of the host. The Host View dialog displays the subsystems and processes that make up the host. 2. Confirm that the status icons for the subsystems are in the Active mode (green). 3. Highlight the Data Collection subsystem. 4. Select Edit. The Edit Subsystem dialog is displayed. 5. In the General tab, scroll down to the bottom of the dialog. 6. Select Add Source Association. The source association wizard is displayed. 7. In the Communication Manager field, select the source you want to associate with the host. Note: If you have not created your Communication Manager system, select Create Communication Manager and administer the options as shown in Creating Communication Manager sources on page 92. 8. After selecting a Communication Manager system, select Next. The dialog to select a Data Processing host and Proactive Contact systems is displayed. 9. Select the data processing host you want to associate with the Communication Manager system. If the host is an All Functions or Data Processing host, it will be the only host in the list. 10. If there are any Proactive Contact systems in your deployment, you can associate one of those systems with a Communication Manager system. Highlight the system in the Created Proactive Contact System shuttle box and move it to the Associated Proactive Contact System shuttle box. Note: If you have not created your Proactive Contact systems, select Create Proactive Contact and administer the options as shown in Creating Proactive Contact sources on page 94. If you do not associate Proactive Contact systems at the same time you associate the Communication Manager systems, you must go back and use the Modify Source Association operation. See Updating associations between sources and hosts on page 122 for this procedure. 11. After selecting a Data Processing host and any Proactive Contact systems, select Next. The Finish Up dialog is displayed. 12. Select Finish. The Edit Subsystem dialog is displayed.
Note:
Note:
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13. Select OK. The Host View dialog is displayed. The Data Collection and Data Processing subsystems will show a status of Starting. Refresh the display until the status of these subsystems display Active before you continue with any administration. 14. After a Communication Manager system is associated with the host, you must administer the link between the Communication Manager system and Avaya IQ. See Administering a link between Communication Manager and Avaya IQ on page 80. Note: If you need to change or remove source associations, see Updating associations between sources and hosts on page 122. 15. After you have added your sources, confirm that the source administration was successful. See Verifying successful source administration on page 99. 16. Repeat this procedure for each source system you need to associate.
Note:
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Administering options for the Proactive Contact link

The following is a list of setup and administrative requirements for any Proactive Contact system that is a source for Avaya IQ. Most of these items were probably administered when the Proactive Contact system was originally installed, but these must verified before attempting to to install Avaya IQ. Contact Avaya or BusinessPartner support to verify that the Proactive Contact system is administered properly.
The Proactive Contact system must already be configured to work with a Communication Manager system. You may associate one Proactive Contact system with a single Communication Manager system. You cannot associate a Proactive Contact system to more than one Communication Manager system. The NTP time synchronization service must be synchronized from the same NTP source as all hosts, Communication Manager systems, and Proactive Contact systems in the deployment.One exception to this rule is that a remote Data Collection host can use the same NTP source as its associated Proactive Contact system. Product software cannot be installed without the presence of a functioning time synchronization service. An ASAI link (also known as CTI) must be set up between the Proactive Contact system and its associated Communication Manager system. The Proactive Contact system must be administered for blended agents. Routing Points (VDNs) and queues (skills) used by the Communication Manager system for the Proactive Contact system must be measured. Note that the only two job types (queues) that are currently supported are outbound and managed. When using Avaya IQ Release 4.1 with Proactive Contact 4.0, the link between the Proactive Contact system and Avaya IQ must be administered in a non-secure mode. This must be administered by Avaya services personnel in preparation for the Avaya IQ Release 4.1 installation. This procedure is documented in Appendix E: Proactive Contact 4.0 link administration on page 105 in Avaya IQ Preparing for Implementation.
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Verifying successful source administration

This section describes how to monitor the system status to verify that the sources have been administered correctly. Note: The data processing containers for data sources often take several minutes to start properly. Before you stop and restart any containers, wait 10 to 15 minutes for the containers to start. 1. Log in to the operating system. 2. Enter: cd /opt/coreservices/lifecycle/bin
Note:
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3. Enter: ./lc ls The list of services are displayed as shown in the following example. The left-justified services are the containers and the indented services are the individual processing elements. Verify that all of the containers are started, including the data processing containers for all associated sources.
List of services : 0789d6d513f679650113f67983290003 : MessageBrokerService : STARTED 0789d6d513f6816a0113f69606a50056 : ReportingApplicationService : STARTED 0789d6d513f6816a0113f69606bf005a : ReportingWebServer : STARTED 0789d6d513f679650113f679835c0008 : AdminTomcat : STARTED 0789d6d513f679650113f679839f000a : PEOAM_key : STARTED 0789d6d513f679650113f67983db0017 : PESDAS_key : STARTED 0789d6d513f679650113f6798718001a : PEHostLogServer : STARTED 0789d6d513f679650113f6798720001e : PENetworkLogServer_key : STARTED 0789d6d513f679650113f67987260022 : PEHostLogRetrieverServer : STARTED 0789d6d513f679650113f679872d0026 : PENetworkLogRetrieverServer_key : STARTED 0789d6d513f679650113f6798738002a : PEAlarmServer_key : STARTED 0789d6d513f679650113f679873f002e : PEAlarmConfigServer_key : STARTED 0789d6d513f679650113f679878e0032 : PEAlarmRetrieverServer_key : STARTED 0789d6d513f679650113f67987940036 : PEAuthorizationServiceKey : STARTED 0789d6d513f6816a0113f69603fc0003 : AdminJBoss : STARTED 0789d6d513f6816a0113f696040c0006 : PEKeyAuthority : STARTED 0789d6d513f6816a0113f696041d000a : PEIRS : STARTED 0789d6d513f6816a0113f6960437000f : PEHDREntityMonitor : STARTED 0789d6d513f6816a0113f696044d001a : PERDREntityMonitor : STARTED 0789d6d513f6816a0113f69604610025 : PEHDAPREntityMonitor : STARTED 0789d6d513f6816a0113f69604770031 : PERDAPREntityMonitor : STARTED 0789d6d513f6816a0113f696048c003d : PELoadDateKey : STARTED 0789d6d513f6816a0113f696049d0040 : PEAggregation : STARTED 0789d6d513f6816a0113f69604a90044 : PEAdminRecorder : STARTED 0789d6d513f6816a0113f69604cd004b : PESchedulerUtility_key : STARTED 0789d6d513f6816a0113f69604df004e : ReportingJBoss : STARTED 0789d6d513f6816a0113f69606930052 : PERealTimeReportService : STARTED 0789d6d513f6816a0113f69fe0f402d7 : DataProcessingJBoss_DADS06 : STARTED 0789d6d513f6816a0113f69fe10002db : PECMAdapter_DADS06 : STARTED 0789d6d513f6816a0113f69fe10c02e1 : PEEventProcessor_DADS06 : STARTED 0789d6d513f6816a0113f69fe15802fe : PERecorder_DADS06 : STARTED
Note:
Note: If this command fails, wait a few minutes for the software to load completely or restart and run the command again. 4. If after 10 to 15 minutes any of the containers are not started, enter: ./lc stop UUID ./lc start UUID UUID is the 32 character string shown in the display. Repeat this step for every container that has not started.
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5. Repeat Step 3 to verify that all containers have started. You might have to wait a few minutes for the containers to restart. 6. Under the Enterprise tab, select Sites > HostSite > HostName, where HostSite is the name of the site and HostName is the name of the host. 7. Verify that all subsystems and processes have started. The icons for each item will be green. If any subsystems and processes are not green, refresh the browser window until all subsystems and processes are green. 8. Under the Enterprise tab, select Sites > Resources > All Resources > SourceName, where SourceName is the name of Communication Manager systems associated with the deployment. 9. Verify that the list of agents, queues, and routing points have been synchronized (uploaded) from all Communication Manager systems. The more resources each source has, the longer it will take for synchronization. If you do not see groups being populated with data, refresh the display on the Enterprise tab and in the resource dialog. You may see the agents, queues, and routing points first synchronize without names, but the name information will synchronize eventually. 10. At the All Functions, Data Collection, or Data Processing hosts, enter: cd /var/log/Avaya/CCR 11. Enter: ls | more Look for directories named DP_UUID, where UUID is a 32 character string. There will be a DP_UUID directory for every Communication Manager or Proactive Contact data source connected to the system. 12. Enter: cd DP_UUID
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13. Enter: tail -f hex_dump_all.log You should see a continuous stream of messages being written to this log file. These are messages going between the data source and the Avaya IQ system. The following is an example of these messages:
# ---- AVAIL20 (2007-03-22 10:58:54,517) ---36 d0 00 31 88 ec 0c 77 1a aa 1a 0f 00 00 00 00 00 00 00 # ---- IDLE20 (2007-03-22 10:58:54,517) ---36 d7 00 31 88 ed 0a a0 7c 4e 26 01 f7 46 02 61 55 # ---- AVAIL20 (2007-03-22 10:58:54,517) ---36 d0 00 31 88 ee 0b 55 aa 37 0f bd 00 00 00 00 00 00 # ---- AUX20 (2007-03-22 10:58:54,518) ---36 d3 00 31 88 ef 05 55 aa 37 00 00
If messages are transferring from the data source and all subsystems, processes, and containers are started, you can presume that data from the data sources is being written into the database for report processing. If messages are not being sent between the systems, there is a problem with the link. Do the following procedures in the order shown, rechecking the log file after each procedure: a. At the Communication Manager system, enter the change communication-interface processor-channels command and disable the processor channel connected to the Avaya IQ system. Run the command again and enable the processor channel. Check the log file for output. b. At the Communication Manager system, enter the busy mis command followed by the release mis command. Check the log file for output. c. Stop and start the DataProcessingJBoss container as described in Step 4. Check the log file for output. 14. Repeat Steps 12 and 13 for every source system associated with the host.
Loading date and time zone data

To properly display report data, you must add date and time zone data to the configuration. This data must be loaded on an All Functions host in a Dual Host deployment, or on the Administration host in a Multiple Host deployment. Loading date and time zone data populates the date time values into the historical and real-time databases. This procedure is detailed in Loading date and time zone data on page 153 in Avaya IQ Administration.
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Administering SNMP
Administering SNMP
Avaya IQ provides the ability to send alarms to a customers Network Management System (NMS) and to Avayas Global Services Delivery (GSD) support group. The capability is provided by a Simple Network Management Protocol (SNMP) feature. This feature can be implemented by Avaya provisioning personnel during implementation or it can be enabled by the customer or BusinessPartner personnel after implementation. This section describes how to enable SNMP so that it reports alarms to the Secure Remote Alarm Manager (SRAM) at the Avaya GSD group when the customer has purchased the premium Secure Access Control (SAC) feature from Avaya. The SNMP alarms are sent to the Secure Services Gateway (SSG), part of the SAC offer. The procedure to enable SNMP for an NMS by the customer or a BusinessPartner is found in Administering SNMP alarming on page 101 in Avaya IQ Administration.
Enabling SNMP
To administer SNMP when using an SSG: 1. Log in as root to the Administration or All Functions host. 2. Enter: cd $CCR_HOME/bin 3. Enter: ./iqsnmp.sh deploy This command installs the SNMP components. The command determines what components are required based on the host type, and only installs those components. The command also determines minimum required RPMs to make SNMP work properly, so you may see messages requiring you to install additional RPMs. If you get this message, install the RPMs and run the deployment command again. 4. Enter: iqsnmp.sh add -i ID -d SSG -a IP_Address -p Port -n Name This command adds a SNMP Trap Receiver definition so that alarms are reported to the SSG. The options are defined as follows:

ID is any unique ID within the SNMPTrapReceiver table. IP_Address is the IP address of the SSG. Port is the listener port of the SSG (default is 162). Name is a unique community or security name identification of the trap.
After you add the trap, you can view, update, and delete the trap definition using the select, update, and delete options.
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5. Enter: ./productid.sh ProductID This is the Product ID assigned by the GSD group. The Product ID is a unique 10 digit code assigned in Maestro when the product Solution Element Code (SE Code) is registered. The Product ID is associated with every alarm that is sent to Avaya so that it can find the correct SE Code record in Maestro on which to create a trouble ticket. 6. Repeat this procedure on all remaining application hosts in a multiple host configuration.
Controlling which alarms are reported to the SSG

After you have administered SNMP on all hosts, alarms will be reported to the SSG and the SRAM. The following table lists all of the alarms reported by default: Code GLCME00001 GLCME00002 GLCME00003 GLCME00004 GLCME00005 GLCME00007 GLCME00008 ACORE00061 ACORE00062 ACORE00063 ACORE00064 ACORE00065 ACORE00066 ACORE00067 ACORE00068 ACORE00069 ACORE00070 Level Minor Major Major Major Minor Minor Major Minor Major Major Major Major Major Major Major Major Minor Message The heartbeat for {0} stopped PE {0} failed on heartbeat Restarting PE {0} on heartbeat failure Restarting PE {0} on failure report from PE Connection to container {0} lost Connection {0} failure escalation received Restarting container {0} on failure escalation Application cannot be started after 3 tries Timeout waiting for request server to initialize Application is not starting because of a parameter error in config file Application restarted because of config file error Rolling reboot has been detected Watchdog bring system down because application failed to start correctly High monitor thread is rebooting the system High monitor thread stops tickling of hardware Process is sick Process is up Trap ID 0 0 0 0 0 0 0 18061 18062 18063 18064 18065 18066 18067 18068 18069 18070 Active Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No
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Administering SNMP
Code ACORE00071 ACORE00072 TESTALARM
Level Major Major Major Process is down Process is dead Test Alarm
Message
Trap ID 18071 18072 18998
Active Yes Yes Yes
Because of the potential volume of alarms, the GSD group may choose to stop accepting certain traps from the system by commenting them out from the following file on the Administration or All Functions host: $CCR_HOME/data/datamgt/properties/inads.properties If you want to stop accepting alarms from any of the items in this file, insert a pound sign (#) at the beginning of the line, write and quit out of the file, then repopulate the table with the updated INADS traps by running the following command: ./iqsnmp.sh inads Major alarms are always forwarded to the SSG. Only the first minor alarm is forwarded. All subsequent minor alarms are logged but not forwarded until the initial minor alarm is cleared in the Alarm Viewer.
Disabling SNMP
If you want to remove the SNMP components and disable alarming, use the following commands: cd $CCR_HOME/bin ./iqsnmp.sh deploy
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Changing passwords for unused Avaya login IDs

Since all Avaya services users should access the system using ASG, you must change the passwords for the Avaya services login IDs before you turn the system over to the customer. Change passwords for the following login IDs:

sroot craft tsc
To change passwords for these login IDs, see Changing passwords on page 18 in Avaya IQ Administration. If the customer wants to disable the sroot account to limit direct access to the OS, do the following procedure: 1. Log in to the OS using the ASG challenge and response process. 2. Enter: vi /etc/security/access.conf 3. Add the following line to the end of the file: -:sroot:ALL EXCEPT tty0 tty1 tty2 tty3 tty4 tty5 tty6 tty7 tty8 This blocks access to everything except su and the console.
Removing unused login IDs

You must remove any customer login IDs that will not be used during normal operation. Remove these and any other unused login IDs:

avaya cust
To remove login IDs: 1. Under the Tasks tab, select User Management > Administer Users > List All Users. 2. Select one of the users you want to delete. 3. Select Delete to delete the user. 4. After the Confirm Action screen is displayed, select Delete User. 5. Repeat this procedure for each of the unused login IDs.
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Turning the system over to the customer
Turning the system over to the customer

Before you turn the system over to the customer, do the following checks to make sure the system is working properly:
Verify data synchronization with all sources. See Verifying successful source administration on page 99. Verify that the license installed on the system matches the features on the SAP order. See Maintaining license files on page 148 in Avaya IQ Administration for more information. Verify that all required time zones have been installed. See Loading date and time zone data on page 102 for more information. Verify that you can run reports for every data source using the default reporting groups of each data source. See Avaya IQ Standard Reports for procedures to run reports. Since the system was just installed, the data in the reports will be minimal. You only want to verify that the reports are running and that the reports have data. Run the following historical reports: - Agent Performance by Queue Summary (totals) - Agent Performance by Routing Point Summary (totals) - Work Group Performance by Queue Group Summary Run the following real-time reports: - Agent Performance - Queue Performance - Routing Point Performance Advise customers that they must do backups of their hosts and database machines after implementation. See Routine maintenance on page 111 in Avaya IQ Administration. Add customer administrative login IDs and roles. At least one customer representative must be assigned to the System Administrator role. To assign users, see Administering users on page 34 in Avaya IQ Administration. Give the customer any passwords they require. This includes the WebLM password and any customer administrator passwords. Run the CAT to verify that the installation is still valid. See Using the Configuration Audit Tool on page 14 for more information. Give the customer a list of the administration and reporting URLs. Obtain final acceptance from the customer. Register the system with the Avaya tracking system.
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Uninstalling the software

This chapter describes how to uninstall the software. When the software is uninstalled properly, all configuration data is also removed from the system. This section includes the following topics:

Prerequisites on page 109 Admonishments on page 110 Order of uninstallation on page 110 Uninstalling the Avaya IQ software on page 111 Verifying a successful uninstall on page 112
Prerequisites
Before you start an uninstall of the software:

You must be logged in as root or as a sudo root user to uninstall the software. If you are logging in remotely using an X windows package, you must redirect the console display to the remote computer. Enter the command: export DISPLAY=IP_ADDRESS:0.0 where IP_ADDRESS is the IP address of the remote computer where you are running the Avaya IQ commands.
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Admonishments
!
CAUTION:
CAUTION: Once the uninstall has started, do not break out of the uninstall process. Breaking out of the uninstall process will cause corruption in the software install structure. If corruption occurs, you must contact Avaya technical support for assistance.
Note:
Note: When you uninstall software from a host machine, the user name used to install the software is not deleted from the host. This is done so that the log files left on the host machine can be accessed for troubleshooting. If you later reinstall the software and use a different user name, all files related to the install will be owned by the new user name. The old user name is retained in /etc/passwd. Note: When you uninstall software from the host machine, the databases and database tables are not removed. If any database changes are required before you attempt to reinstall after the uninstall, contact support for assistance.
Note:
Order of uninstallation
There is no order required when you do an uninstall. However, when you uninstall an All Functions or Administration host, the deployment as a whole is not going to work and no data will be collected for reports.
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Uninstalling the Avaya IQ software
Uninstalling the Avaya IQ software

To uninstall the Avaya IQ software: 1. Log in as root or as a root sudo user. 2. Enter the following commands to start the uninstall procedure: cd $CCR_HOME/data/install ./uninstallIQ.sh The uninstall process begins. 3. In another terminal window, enter the following command to view the status of the uninstall: tail -f /opt/Avaya/CCR/install_logs/config.log Individual log messages are written to the file as the uninstall progresses. There will be periods of time during the uninstall when no messages are generated while large components are uninstalled. When the uninstall is finished, confirm that all return codes are zero.
Running uninstallCSsyslogreader.sh Uninstalling cs-syslogreader rpm . . Stopping Apache httpd (no pid file) not running Stopping Cognos End UNinstall Uninstalling jboss Uninstalling setjboss.sh Uninstalling Scheduler rpm . . The uninstallCSservices return code is 0
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Verifying a successful uninstall

Use the following procedure to verify that the software has been uninstalled successfully: 1. Enter: rpm -qa | grep cs If any of the RPMs listed below are displayed, remove them using the command rpm e RPMName.

cs-services-VersionNumber cs-scheduler-VersionNumber asgtools-cs-VersionNumber cs-backup-VersionNumber cs-syslogreader-VersionNumber cs-usersync-VersionNumber cs-snmp-VersionNumber
2. Enter: rpm -qa | grep mon If any of the RPMs listed below are displayed, remove them using the command rpm e RPMName.
mon-VersionNumber
3. Enter: rpm -qa | grep trip If any of the RPMs listed below are displayed, remove them using the command rpm e RPMName.
tripwire-VersionNumber
4. Enter: rpm -qa | grep gnu | grep perl If any of the RPMs listed below are displayed, remove them using the command rpm e RPMName.
perl-gnupg-VersionNumber
This defines whether you want to do a complete uninstall or just back out the last patch or upgrade. If you select Uninstall, all application software will be removed from the machine. If you select Backout, the patch or upgrade that was last applied will be backed out.
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Troubleshooting the installation and configuration

This section contains information about fixing installation and configuration troubles. Troubleshooting beyond the initial install and config will be in the troubleshooting document. This section includes the following topics:

General troubleshooting on page 113 Error messages and log files on page 114 Known failure conditions on page 114
General troubleshooting
Be aware of the following issues when troubleshooting an installation problem:
When interfacing with the configuration dialogs, do not close the dialog using the Close button in the upper right corner of the dialog. This might cause the warning message This might end your client session to display when using a remote Xwindows session. You can ignore this message and continue with the configuration. When displaying context-sensitive help during the installation or configuration, the Back, Forward, and Home controls in the help window are not operational and should not be selected. If during the silent configuration process there are errors connecting to the database, check the following items: - JDBC driver location - Check that all required RPMs have been installed Run the Configuration Audit Tool to check these potential problems. When using the silent install and configure, the process will stop if there is a critical error such as no connectivity to the database. To see if this has happened, enter the following command: cat /opt/Avaya/CCR/install_logs/config.log | egrep -i "return code is" | more If there are any non-zero return codes, a failure has occurred. Use the message associated with the return code to troubleshoot the problem.
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If you cannot log into the administration interface, confirm that Tomcat is running by using the following command: ps -ef | grep tomcat5
Error messages and log files

This section describes error messages seen during the installation and configuration processes. It also includes any log files used by installation and configuration. Take note of any error messages in the following log files: /opt/Avaya/CCR/install_logs/install.log /opt/Avaya/CCR/install_logs/config.log If the install path was not valid when doing the install, messages are written to the following log file: /tmp/install_logs/installError.log Core services messages are written to the following log file: $CSBASE/install_logs/config.log
Known failure conditions

This section contains known failure conditions and provides possible corrective action.
Problems during synchronization (pump-up)

When Avaya IQ is first installed, there may be link contention with the existing CMS. See Avaya IQ Troubleshooting for an explanation of how synchronization works and ways to fix synchronization problems.
Installation completes, but you cannot log in to administration

Inspect the configuration log file /opt/Avaya/CCR/install_logs/config.log and search for the following error message: java.net.NoRouteToHostException: No route to host If this error message is in the log file, check the /etc/hosts file and confirm that the IP address for the host is correct. If the IP address is wrong, change it to the correct IP address.
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Installation completes, but consolidation containers will not start properly

The installation completes, but the HDR and RDR processing elements in the Historical Data Consolidation and Real Time Data Consolidation containers cycle between the Started and Undefined states. If this is happening, check the TOMCAT log for a message similar to the following example:
2007-08-31 09:24:57,951 [DSS:31050-26] 230 AbstractRBACSyncMM.java ERROR Admin_.RBACSync.NOITERATOR Error or exception setting up Iterator for RBAC Sync: com.avaya.syncandnotification.service.SANServiceException: No RBAC sync response queues available
You will also see errors in the ADMIN log file associated with the HDR and RDR failures. You will not be able to see reporting groups in the administration interface and you cannot run reports. Restart Tomcat to fix this problem.
Installation completes, but no services start

If this condition occurs, check for the following items:
The UUIDs shown when you run the /opt/coreservices/lifecycle/bin/lc ls command start with something other than zero. All UUIDs should start with zeros. Messages similar to the following are written to the message broker or Tomcat log files:
log4j:ERROR cannot connect to the AlarmServer: com.avaya.coreservice.dss.DSSCreateException: getModuleByConstraint - Exception creating proxy for AlarmServer: com.avaya.coreservice.dss.DSSException: ENVIRONMENT.CLASS_NOT_FOUND DCManager: com.avaya.coreservice.alarm.AlarmServerProxy . . . log4j:ERROR cannot log to the LogServer: com.avaya.coreservice.dss.DSSException: ENVIRONMENT.ROUTING_FAILED "SYSTEM:40002b0:Container not available" log4j:ERROR cannot log to the LogServer com.avaya.coreservice.dss.DSSException: ENVIRONMENT.ROUTING_FAILED "SYSTEM:40002b0:Container not available" . . .
This error indicates that the /etc/hosts file is not set up properly as shown in the following example:
127.0.0.1 localhost.localdomain localhost FQDN machine_name
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Edit the /etc/hosts file and change it so it looks like the following example:
127.0.0.1 IP_Address localhost.localdomain localhost FQDN machine_name
After you fix the /etc/hosts file, you must restart the network using the following command: service network restart Reinstall and configure the Avaya IQ software. Verify that the UUID numbers begin with zero. If the problem is not corrected, escalate using the normal procedure.
When hosts are installed but not immediately administered, reporting response times may be slow
If you delay the administration of host functions for a day or more after installing and configuring the Avaya IQ software, there may be issues running reports. If you run reports immediately after starting traffic, reports may run very slow and the Oracle TEMP tablespace may grow abnormally fast. Contact the customer DBA. The DBA needs to update Oracle statistics for the historical and real-time schemas manually before running any historical reports. The following are sample SQL commands to update the historical schema Oracle statistics on the Oracle database host: sqlplus HistDBUser/password exec dbms_stats.gather_schema_stats(ownname=> 'HistDBUserr' , estimate_percent=> 10 , cascade=> TRUE ); Where HistDBUser is the user ID and password is the user ID password.
Linux run level changed after installation and configuration

The Linux run level must match the wdinit startup run level. For example, if the customer sets the Linux run level to 3 during Linux installation, this value is stored in /etc/inittab. When Avaya IQ software is installed and configured, it looks at /etc/inittab and sets the wdinit startup run level to match the Linux run level. If the customer later decides to change the Linux run level and reboot the system, Avaya IQ will not restart automatically. Note: A change in Linux run level does not go into effect until a host has been rebooted. Because of this, a customer may change the run level but not reboot the host for several days. When the host is rebooted, Avaya IQ will not restart automatically. 1. Log in to the operating system as root.
Note:
To verify that the Linux and wdinit startup run levels are the same:
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2. To check the current Linux run level, enter: more /etc/inittab | grep -i "initdefault" The Linux run level is displayed. It will look similar to the following: id:5:initdefault: 3. To check the wdinit startup run level, enter: chkconfig --list wdinit The wdinit startup run level is displayed. It will look similar to the following: wdinit 0:off 1:off 2:off 3:off 4:off 5:on 6:off 4. If the run levels do not match, enter the following commands: /opt/coreservices/watchd/wd_autostart disable /opt/coreservices/watchd/wd_autostart enable 5. Repeat Steps 2 and 3 to confirm that the run levels match.
Licensing error when adding sources, but acquired licenses are less than total available licenses
Licenses for sources are acquired when you associate the source with an application host. For example, if you have licenses for 10 Communication Manager systems, when you add the first Communication Manager system, one license is acquired and you have nine licenses left. In certain conditions, the acquired licensing count becomes inaccurate and you may get the following error message when trying to associating a source: License check fails when adding source association for Communication Manager. If you get this message, check the number of available licenses as described in Checking status of a license on page 148 in Avaya IQ Administration. If the number of acquired licenses is less than the total number of licenses, you should restart the Tomcat container to recover from this condition. To restart the Tomcat container: 1. To display the services, enter the following commands: cd /opt/coreservices/lifecycle/bin ./lc listsort The list of services are displayed. Look for the AdminTomcat services as shown in the following example.
. . . . . . 0789d6d511539d260111539d49910007 : AdminTomcat : STARTED . . . . . .
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2. You must stop and restart the AdminTomcat container. Enter: ./lc stop UUID ./lc start UUID UUID is the 32 character string shown in the display for the service. 3. Restarting AdminTomcat will cause the administration session to end. When the system returns to operation condition, try to associate the source with the host again. If the error messages still occur, escalate using standard procedures.
Host configured with the wrong service locator mode

When you attempt to add a host and see the following message, the Mode option for service locator was administered wrong: Lifecycle Manager is unavailable on the Host IP Address entered. The host must have pre-requisite software installed and active before the host can be administered. Most likely, you have assigned the host with root mode instead of branch mode during configuration. To correct this problem: 1. Uninstall software from the host. See Uninstalling the software on page 109. 2. Install and configure the host. See Installing the software on page 27 and Configuring the software on page 37. Make sure that you set the Service Locator Mode option to root for Administration or All Functions hosts and branch for Data Processing, Data Collection or Reporting hosts. 3. Add the host. See Adding a host on page 71.
Database user gets locked out

If the database user gets locked out during installation, you can manually unlock the user. To correct this problem: 1. Access the Oracle Enterprise Manager. 2. Select Security > Users. 3. Select the ID that is locked. 4. On the displayed dialog, set the option to Unlocked. 5. Select Apply.
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BUSYOUT and RELEASE messages in hex log

This problem is specific to configurations that have the same Communication Manager working with both Avaya IQ and CMS. If you see BUSYOUT and RELEASE messages in the CMS spi.log file or in the commented portions of the Avaya IQ hex_dump_all.log file, it could be because both Avaya IQ and CMS are trying to synchronize with Communication Manager at the same time. To clear this problem, make one of the following choices:
Temporarily disable the link between Communication Manager and CMS and wait until Avaya IQ synchronizes with Communication Manager. Wait for the busy link to complete pumpup before you initiate a pumpup on the other link.
If there are files in /opt/coreservices/scc/runtime that are owned by root:
After installation, processes not starting

If some processes will not start after installation, check the ownership permissions using the following procedure: 1. Enter: ls -l /opt/coreservices/scc/runtime | grep root 2. If any of the files are owned by root, the ownership must be changed to the installation user name. Do determine the installation user name, enter: echo $CCR_USER 3. Change the file ownership using the following command: chown user_name file_name Where user_name is the $CCR_USER user and file_name is the file that has root ownership.
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Additions and changes

This section describes how to make additions or changes to your deployment. This section includes the following topics:

Changing an All Functions or Administration host on page 121 Changing the functions of a Data Processing or Data Collection host on page 121 Changing the functions of a Reporting host on page 122 Updating associations between sources and hosts on page 122 Updating data source releases on page 129 Installing or uninstalling ASG software and logins on page 129
Changing an All Functions or Administration host

Once an application host has been administered to be an All Functions or Administration host, you cannot change the host to a different type of host. You must first uninstall the Avaya IQ software, reinstall the software, then administer the host as a different host type.
Changing the functions of a Data Processing or Data Collection host

It is possible to change the functions of hosts that are currently administered as Data Collection, Data Processing and Reporting hosts. The process to do this is to delete the host from administration and to readminister the host with a different function.
!
Important:
Important: It is not possible to change the function of an Administration or All Functions host.
To change the function of a Data Collection, Data Processing or Reporting host: 1. Follow the procedure in Removing a host on page 78. 2. Add the host back to this site or another site, selecting a different function during administration. Follow the procedure found in Adding a host on page 71.
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Changing the functions of a Reporting host

It is possible to change the functions of a Reporting host and make it a Data Processing or Data Collection host. To change the function of Reporting host: 1. Remove the host from administration. See Removing a host on page 78. 2. Uninstall software from the host. See Uninstalling the software on page 109. 3. Drop and recreate the Content Data Store user. 4. Install and configure the host with a different function. See Installing the software on page 27 and Configuring the software on page 37. 5. Add the host back to this site or another site, selecting a different function during administration. See Adding a host on page 71.
Updating associations between sources and hosts

When changing a deployment, you may need to change associations between sources and hosts. This section includes the following topics:

Adding new source associations on page 122 Modifying the parameters of an existing source association on page 123 Moving the association of a source from one host to another host on page 124 Removing source associations on page 126 Resolving error conditions when modifying or removing associations on page 127
Adding new source associations

This operation is the same as when the system was first installed. Use the procedures found in Creating and associating sources on page 92.
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Modifying the parameters of an existing source association

When you want to modify the parameters of an existing source association, you can use the modify source association option. For example, if you want to modify the Proactive Contact system that is currently assigned to a Communication Manager system or the Data Processing host to be used with the Communication Manager system, you can use the procedure in this section. To modify the parameters of an existing source association: 1. Under the Enterprise tab, select Sites > HostSite > HostName, where HostSite is the name of the site and HostName is the name of the host for which you want to modify source associations. The Host View dialog displays several subsystems and processes that make up the host. 2. Highlight the Data Collection subsystem. 3. Select Edit. The Edit Subsystem dialog is displayed. 4. In the General tab, scroll down to the bottom of the screen. 5. Select Modify Source Association. The source association wizard is displayed. 6. In the Communication Manager field, select the Communication Manager system you want to modify. 7. Select Next. The dialog to select a Data Processing host and Proactive Contact systems is displayed. 8. Do one or both of the following tasks:
Select a different Data Processing host to use with the Communication Manager system. Change the Proactive Contact system assigned to the Communication Manager system. You can either add a new Proactive Contact system if one was not administered, or you can unassociate a Proactive Contact system and add in a new Proactive Contact system.
Note:
Note: If you have not created your Proactive Contact systems, select Create Proactive Contact and follow the procedure in Creating Proactive Contact sources on page 94. 9. After selecting a Data Processing host and a Proactive Contact system, select Next. The Finish Up dialog is displayed.
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10. Select Finish. The Edit Subsystem dialog is displayed. 11. Repeat this procedure for each source system you need to modify. 12. When finished modifying source associations, select OK. The Host View dialog is displayed.
Moving the association of a source from one host to another host

When you want to move the association of a Communication Manager system from one host to another host, you must first remove the old association and then add a new association.
!
CAUTION:
CAUTION: When you remove a source from one host to another host, you will lose any data being generated by the source while the source has no association.
To move the association of a source from one host to another host: 1. Under the Enterprise tab, select Sites > HostSite > HostName, where HostSite is the name of the site and HostName is the name of the host to which the Communication Manager system is currently associated. The Host View dialog displays several subsystems and processes that make up the host. 2. Highlight the Data Collection subsystem. 3. Select Edit. The Edit Subsystem dialog is displayed. 4. In the General tab, scroll down to the bottom of the screen. 5. Select Remove Source Association. The source association wizard is displayed. 6. In the Communication Manager field, select the Communication Manager system you want to remove from this host. 7. After selecting a Communication Manager system, select Remove Communication Manager. A confirmation dialog is displayed. 8. Select OK. When the source systems have been removed, the Edit Subsystem dialog is displayed. If an error message is displayed indicating that a container or processing element must be manually deleted, see Resolving error conditions when modifying or removing associations on page 127.
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9. Under the Enterprise tab, select Sites > HostSite > HostName, where HostSite is the name of the site and HostName is the name of the host to which you want to associate the Communication Manager system. The Host View dialog displays several subsystems and processes that make up the host. 10. Highlight the Data Collection subsystem. 11. Select Edit. The Edit Subsystem dialog is displayed. 12. In the General tab, scroll down to the bottom of the screen. 13. Select Add Source Association. The source association wizard is displayed. 14. In the Communication Manager field, select the Communication Manager system you want to associate with the host. 15. After selecting a Communication Manager system, select Next. The dialog to select a Data Processing host and Proactive Contact systems is displayed. 16. Select the data processing host you want to associate with the Communication Manager system. 17. If there are any Proactive Contact systems in your deployment, you can associate one of those systems with a Communication Manager system. Highlight the system in the Created Proactive Contact System shuttle box and move it to the Associated Proactive Contact System shuttle box. Note: If you have not created your Proactive Contact systems, select Create Proactive Contact and follow the procedure in Creating Proactive Contact sources on page 94. 18. After selecting a Data Processing host and any Proactive Contact systems, select Next. The Finish Up dialog is displayed. 19. Select Finish. The Edit Subsystem dialog is displayed. 20. Repeat this procedure for each source system you need to associate. 21. When finished moving source associations, select OK. The Host View dialog is displayed. 22. Repeat this procedure for any other source systems you want to change.
Note:
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Removing source associations

To remove associations between a source and a host: 1. Under the Enterprise tab, select Sites > HostSite > HostName, where HostSite is the name of the site and HostName is the name of the host. The Host View dialog displays several subsystems and processes that make up the host. 2. Highlight the Data Collection subsystem. 3. Select Edit. The Edit Subsystem dialog is displayed. 4. In the General tab, scroll down to the bottom of the screen. 5. Select Remove Source Association. The source association wizard is displayed. 6. In the Communication Manager field, select the source you want to remove. 7. After selecting a Communication Manager system, select Remove Communication Manager. A confirmation dialog is displayed. 8. Select OK. When the source systems have been removed, the Edit Subsystem dialog is displayed. If an error message is displayed indicating that a container or processing element must be manually deleted. Note which container must be manually deleted and continue with Resolving error conditions when modifying or removing associations on page 127. 9. Repeat this procedure for any other source systems you want to remove. 10. When finished removing source associations, select OK.
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Resolving error conditions when modifying or removing associations

When modifying or removing source associations, you may receive an error message indicating that certain processing elements and containers may not have been deleted. You must check to see whether they were deleted. If they were not deleted, you must manually delete the processing elements and containers to complete the modify or remove operation. To delete a processing element and container indicated in an error message: 1. Log in as root to the operating system on the host indicated in the error message. 2. Enter the following commands: cd /opt/coreservices/lifecycle/bin ./lc ls A list of active services is displayed. The left-justified services are the containers. The indented services are the individual processing elements.
List of services : 0789d6d511238fba0111238fdb900003 : MessageBrokerService : STARTED 0789d6d511239d31011123bb90f8010a : ReportingApplicationService : STARTED 0789d6d511239d31011123bb91f7010e : ReportingWebServer : STARTED 0789d6d511238fba0111238fdbbf0007 : AdminTomcat : STARTED 0789d6d511238fba0111238fdc210009 : PEOAM_key : STARTED 0789d6d511238fba0111238fdc540016 : PESDAS_key : STARTED 0789d6d511238fba0111238fdc660019 : PEHostLogServerxxxx : STARTED 0789d6d511238fba0111238fdcb9001d : PENetworkLogServer_key : STARTED 0789d6d511238fba0111238fdcbe0021 : PEHostLogRetrieverServerxxxx : STARTED 0789d6d511238fba0111238fdcc30025 : PENetworkLogRetrieverServer_key : STARTED 0789d6d511238fba0111238fdcc80029 : PEAlarmServer_key : STARTED 0789d6d511238fba0111238fdccd002d : PEAlarmConfigServer_key : STARTED 0789d6d511238fba0111238fdcd30031 : PEAlarmRetrieverServer_key : STARTED 0789d6d511238fba0111238fdcd80035 : PEAuthorizationServiceKey : STARTED 0789d6d511239d31011123bb8b0600b9 : AdminJBoss : STARTED 0789d6d511239d31011123bb8b1600bc : PEIRS : STARTED 0789d6d511239d31011123bb8b4000c1 : PEHDREntityMonitor : STARTED 0789d6d511239d31011123bb8b6300cc : PERDREntityMonitor : STARTED 0789d6d511239d31011123bb8b8800d7 : PEHDAPREntityMonitor : STARTED 0789d6d511239d31011123bb8b9a00e3 : PERDAPREntityMonitor : STARTED 0789d6d511239d31011123bb8be100ef : PEKeyAuthority : STARTED 0789d6d511239d31011123bb8be900f3 : PELoadDateKey : STARTED 0789d6d511239d31011123bb8bf100f6 : PEAggregation : STARTED 0789d6d511239d31011123bb8bf900f9 : PEAdminRecorder : STARTED 0789d6d511239d31011123bb8c080100 : PESchedulerUtility_key : STARTED 0789d6d511239d31011123bb8c100103 : ReportingJBoss : STARTED 0789d6d511239d31011123bb902c0107 : PERealTimeReportService : STARTED
3. Inspect the display and do one of the following steps:
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If the processing elements and containers indicated in the error message are not displayed, the processing elements and containers were automatically deleted and do not need to be deleted manually. If the processing elements and containers indicated in the error message are displayed, do the following steps to manually delete the processing elements and containers: a. Make sure the container is started. If the container is not started, enter: ./lc start UUID UUID is the 32 character string of the container. b. Enter the following commands to stop and remove each processing element associated with the container: ./lc stop UUID ./lc remove UUID UUID is the 32 character string of the processing element. c. Enter the following commands to stop and remove the container: ./lc stop UUID ./lc remove UUID UUID is the 32 character string of the container. d. Enter the following command to confirm that the processing elements and container have been removed: ./lc ls
4. Repeat Steps 1 through 3 until the indicated containers and processing elements are removed.
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Updating data source releases
Updating data source releases

If a Communication Manager system is upgraded to a new release, you must change the source options to match the new release. For example, if you upgrade Avaya IQ 4.0 to 4.1 and you upgrade Communication Manager from 4.0 to 4.1 at the same time, you must change the release number administered for that Communication Manager system.
!
Important:
Important: You must coordinate any upgrades between Avaya IQ and data sources. Make sure that you schedule the upgrades during no or low traffic periods so that call data is retained in the data buffers while the upgrades are being done. You should upgrade the Avaya IQ system first and then upgrade the source system.
To update a data source release: 1. Under the Tasks tab, select Connection Management > Administer Connections. 2. Select Communication Manager. A list of administered Communication Manager systems is displayed. 3. Highlight the system that has been upgraded. 4. Select Edit. The properties for that system is displayed. 5. Under the General tab, change the Release option so that it matches the release of the upgraded Communication Manager system. 6. Select OK. The Avaya IQ system is changed to communicate with the upgraded source system. 7. When the source system is upgraded, confirm that data is being transferred from the source system to Avaya IQ.
Installing or uninstalling ASG software and logins

During the Avaya IQ software configuration phase, the installer had to decide whether to install the ASG software and logins. The procedures in this section allow you to either manually install ASG if it was not installed or manually uninstall ASG if it is installed. To install the ASG software and synchronize the logins, enter the following commands: $CCR_HOME/data/install/runASGInstall.sh /opt/Avaya/CCR/data/install/verify_ids.sh
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To uninstall the ASG software and logins, enter: $CCR_HOME/data/install/uninstallASG.sh
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Appendix A: Customer information worksheets

This section contains a copy of the worksheets that the customer should complete before you begin your implementation. This copy is provided here in case the customer has not collected this information. The information from these worksheets can then be transferred to the worksheets found in Implementation worksheets on page 145. This section includes the following worksheets:

Database host worksheet on page 133 Application host worksheet on page 139 Communication Manager worksheet on page 141 Proactive Contact worksheet on page 143
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Database host worksheet

Use these worksheets to collect data about the database host, users, tablespaces, and data stores. Note that if you are using a single host for both the application and the database, some of the basic information will be repeated on the application host worksheets. Some of this data must be obtained from the customer and some of this data will be provided as an output of the Implementation Planning Tool. Note: Some of the options have been populated with names recommended by Avaya. Although these names can always be changed by customer requirements, using the recommended names will assist Avaya services when troubleshooting the system.
Note:
Basic database host information

Required information Host name IP address Fully qualified service name Net Service Name (also known as service name or global service name) System user password JDBC driver location1 Oracle home location Hardware specs2 OS version2 Database version2
1. The JDBC driver must have read permissions to at least the owner and the group. 2. From Implementation Planning Tool outputs.
Setting
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Data store information

Required information Content Data Store Database host (IP or FQDN)1 Database user name1 Database password Database TCP port1 (default=1521) Oracle service name Connection string2 Historical Data Store Database host (IP or FQDN)1 Database name1 Database TCP port1 (default=1521) Database user Database user password Read-only user3 Read-only user password Read-write user3 Read-write user password Connection string2 RPT_HIST_RW_USR RPT_HIST_RO_USR RPT_HIST_OWNER_USR RPT_CONTENT_USR Setting
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Required information Real-time Data Store Database host (IP or FQDN)1 Database name1 Database TCP port1 (default=1521) Database user Database user password Connection string2 Reporting UI Data Store Database host (IP or FQDN)1 Database name1 Database TCP port 1 (default=1521) Database login ID Database password Connection string2 System Data Store Database host (IP or FQDN)1 Database user name Database password Database TCP port1 (default=1521) Oracle service name1 Schema name Schema owner Connection string2
Setting
RPT_RT_USR
RPT_UI_USR
RPT_SDS_USR
1. Required to run the Configuration Audit Tool installation audit. 2. Provided by the Configuration Audit Tool after successfully running the installation audit. The file that contains the strings is located at /opt/ Avaya/CCR/util/CAT/connection.out.
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3. These users are optional depending on your security needs. You may use the Historical Data Store owner user (RPT_HIST_OWNER_USR) for this function or you may create the individual read-write or read-only users.
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Tablespace information
Tablespaces Dimension report data Historical fact report data 1 Historical fact report data 2 Historical fact report data 3 Historical fact report data 4 Historical fact report data 5 Historical fact report data 6 Historical fact report data 7 Historical fact report data 8 Historical fact report data 9 Historical fact report data 10 Default application data Dimensional data Content store data Reporting UI data Name HDIM01 HFACT01 HFACT02 HFACT03 HFACT04 HFACT05 HFACT06 HFACT07 HFACT08 HFACT09 HFACT10 USERHIST USERSDS USERRPT USERUI Size1
1. From Implementation Planning Tool outputs.
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Application host worksheet
Application host worksheet

Use a copy of this worksheet to collect data about each of your application hosts. For a multiple host deployment, make as many copies as needed to collect data for each application host. Required information Host name IP address Hardware specs1 OS version1 NTP server IP address Host function1 Installation user name Root password2 Start of week day2 Install ASG software (yes or no)2
1. From Implementation Planning Tool outputs. 2. Needed during installation and configuration.
Your setting
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Communication Manager worksheet
Communication Manager worksheet

Use a copy of this worksheet to collect data about each of your Communication Manager sources in your deployment. This information is used during initial administration to set up the link from Avaya IQ and the Communication Manager systems. See Appendix D: Communication Manager link administration on page 91 for more information. Required information Name Description (including model number) IP address (CLAN or processor ethernet) TCP port Release1 Source ID Input ID
Your setting
Some of this information can be acquired from the Communication Manager system administration interface: IP address: Use list ip-interface all to show the CLAN or processor ethernet port IP addresses. TCP port: Use display comm proc to show the TCP port for the Avaya IQ link, if administered. All other options must be provided by the customer either before or during implementation.
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Proactive Contact worksheet
Proactive Contact worksheet

Use a copy of this worksheet to collect data about each of your Proactive Contact sources in your deployment. This information is used during initial administration to set up the link from the Proactive Contact system and its associated Communication Manager system. Required information Name Description Proactive Contact System name IP Address Host name Naming service host Naming service port Account login Account password Source ID Input ID There is no interface available to the customer to determine most of these options. The customer must submit a trouble ticket to Avaya support and ask for these options in preparation for an Avaya IQ installation. The Name, Description, Source ID, and Input ID options can be defined by the customer. statspmp (default, if never changed) Your setting
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Appendix B: Implementation worksheets

This section contains worksheets used help gather installation and configuration data. Print one copy of these worksheets for each host computer you are installing and configuring. Your requirements will be different for each host computer. The following deployments are supported.

Standalone with External Database Multiple Host with Administration, Data Collection, Data Processing, and Reporting hosts General information on page 147 Installation worksheets on page 149 Configuration worksheets on page 151 Initial administration worksheets on page 171
This section includes the following worksheets:

Outputs from the Implementation Planning Tool will provide some inputs into these worksheets.
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General information
General information
Use the following table to collect general information about the host computer. Information Name IP address Host function1 License file location2 Authentication file location3
1. From Implementation Planning Tool outputs. 2. Only installed on an All Functions host or the Administration host. 3. A unique authentication file must be installed on each application host.
Your value
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Installation worksheets
Installation worksheets
Use the following worksheets to help plan your software installation:

Feature Selection on page 149 User Name on page 150
For each of the installation option tables, the name of the option is shown as it appears on the GUI dialogs and in the installation options file used for silent installations. Tip: To help determine the installation option values on a system that has already had the software installed, look for a recent silentInstall.txt file located under the installation directory.
Tip:
Feature Selection
To determine which software must be installed on a host computer, use the following table. This table lists each of the supported host functions and which features must be selected so that the correct software is installed on the host. For this host function... All Functions Administration Data Collection Data Processing Reporting ...select only the following features Server Reporting Server Server Server Server Reporting
Installation property name GUI Server2 Reporting2 Silent

Server.active Reporting.active
Default value1 false false
Your value (true/false or selected/unselected)
1. True means selected and false means not selected.
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User Name
This defines a user name that is associated with the installation files. This user name will appear as the owner and group owner when you display the permissions of the files. The user name you select here does not have login capability and is set up with restricted shell capability, so do not select a user name that you also want to use as a login ID. Installation property name GUI User Name Silent
CCR_USER
Default value N/A
Your value
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Configuration worksheets
Use the following worksheets to help plan your software installation:

Feature Selection on page 152 Host IP Address on page 152 JDBC Driver Location on page 153 Start of Week Day on page 153 Historical Data Store Connection on page 154 Historical Data Store Users on page 156 Data Store Tablespace Names on page 157 Real-Time Data Store Connection on page 158 Content Data Store Connection on page 159 Reporting User Interface Data Store Connection on page 161 Service Locator Local Host on page 162 Service Locator Branch, Root, and OAM Synchronizer on page 163 Service Locator Registry Management on page 164 Service Locator Registry Limits on page 165 Lifecycle Manager Configuration on page 166 System Data Store Vendor Selection on page 167 System Data Store Connection on page 167 WebLM Configuration on page 169 Optional Installation of ASG on page 170
For each of the configuration option tables, the name of the option is shown as it appears on the GUI dialogs and in the configuration options file used for silent configurations. Tip: To help determine the configuration option values on a system that has already been configured, look for a recent /opt/Avaya/CCR/current.conf file.
Tip:
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Feature Selection
To determine which features will be configured on the host, use the following table. This table lists each of the supported host functions and which features must be selected to properly configure the host. For this host function... All Functions ...select only the following options System & Data Administration Reporting Application Reporting Web Server System & Data Administration Clear all feature selections except Product Config Features Clear all feature selections except Product Config Features Reporting Application Reporting Web Server
Administration Data Collection Data Processing Reporting
Configuration property name GUI System & Data Administration2 Reporting Application2 Reporting Web Server2 Silent
sdadmin rptapp rptweb
Default value1 false false false
Your value (true/false or selected/ unselected)
1. True means selected and false means not selected. 2. From Implementation Planning Tool outputs.
Host IP Address
Enter the IP address of the application host.
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!
CAUTION:
CAUTION: Do not use the loop back IP address 127.0.0.1 for this IP address. Default value N/A Your value
Configuration property name GUI Host IP Address Silent

HOST_IPADDRESS
JDBC Driver Location

This defines the location of the Oracle Client JDBC driver ojdbc14.jar that was installed on the All Functions host or Reporting hosts. Enter the fully qualified path for the driver or use Browse to select the fully qualified path for the driver. You can use the Linux find command to help find the fully qualified path for the driver. The default location is: /u01/app/oracle/product/10.2.0/client_1/jdbc/lib/ojdbc14.jar The driver must have read permissions to at least the owner and the group. Configuration property name GUI JDBC Driver Silent
JDBCDriver
Default value
Your value
N/A
Start of Week Day

This defines the day of the week that begins the customer enterprises week.
!
Important:
Important: Consult with the customer before you select the start of week day. Once this option has been set, it cannot be changed at a later time without uninstalling and reinstalling the application software. Default value Sunday Your value
Configuration property name GUI Start of Week Day Silent

StartofWeekDay
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Historical Data Store Connection

Use these options to make the database connection to the historical data store. These options must be defined by the database administrator.
Database Vendor - Select the vendor name of your database product. The possible values are: oracle. Database Connection String - The application uses information in a connection string to communicate with the data stores in the database. Using a connection string allows the application to support single entity database deployments and complex Oracle Real Application Cluster (RAC) database deployments. When you run the CAT installation audit and provide valid database connection information, the CAT automatically creates a valid connection string. A connection string includes the following variable components: - Database Host - The IP address or fully qualified domain name for the computer where the database is installed. In a RAC configuration, there will be more than one database host. - Database Port - The TCP listener port administered for the database host. In a RAC configuration, each database host may use a different port. - Database Name - The name of the database. There will be only one database name. A database connection string for a simple database looks like the following example: jdbc:oracle:thin:@database_host:database_port:database_name A database connection string for a complex RAC database looks like the following example: jdbc:oracle:thin:@(DESCRIPTION=(FAILOVER=ON)(ADDRESS_LIST= (LOAD_BALANCE=ON)(ADDRESS=(PROTOCOL=TCP)(HOST= database_host1)(PORT=database_port1))(ADDRESS=(PROTOCOL= TCP)(HOST=database_host2)(PORT=database_port2))) (CONNECT_DATA=(SERVICE_NAME=database_name))) During GUI configuration, the system reads the /opt/Avaya/CCR/util/CAT/ connection.out file and displays the connection string in this dialog. If the string requires editing, you can select Back to go to the previous dialog, edit the string in the /opt/Avaya/CCR/current.conf file, then continue with the configuration. The changes you made in the current.conf file will be reflected in the dialogs.
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!
Important:
Database User Name - Enter the name of the database user assigned as owner of the Historical Data Store. During GUI configuration, the system reads the /opt/Avaya/ CCR/util/CAT/connection.out file and displays the database user name in this dialog. For security purposes, the database user for the Historical Data Store must be different from the database users for all other data stores.The recommended default user name is RPT_HIST_OWNER_USR. Password - Enter the password for the database user. Schema Objects - This option defines whether the database setup SQL statements will be created and run automatically, or will only be created so they can be run manually at a later time. Consult with the customer and their DBA to decide which option is best for the customers installation. If the customer is not sure about this option, use Auto Create to complete the installation. Select Auto Create to have the software automatically use the dbsetup command to run the default SQL statements. These default SQL statements will create database tables for the Historical Data Store. Avaya recommends that you use this option whenever possible. Select Manual Create to create new SQL statements. These statements can be edited and run manually. Many DBAs prefer to inspect and approve any scripts that are being run on their database. This gives the DBA more control and flexibility if they want to change options like the initial sizing or object properties. The scripts are then run manually using the dbsetup command to create database tables for the Historical Data Store. See Appendix D: Manually creating database tables and granting user access on page 187 for the procedure to manually create the database tables.
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!
Important:
Important: If the customer wants to manually create the database tables, this process must be completed before you begin initial administration. Default value Your value
Configuration property name GUI Database Vendor1 Database Connection String2 Database User Name Password Schema Objects
DBVendor HistDBConnectionString DBUserName DBPassword schemacreate
Silent oracle N/A RPT_HIST_OWNER_USR N/A Auto Create yes (silent)
1. From Implementation Planning Tool outputs. 2. From CAT installation audit connection.out file.
Historical Data Store Users

Use these options to assign the read-write and read-only user IDs created by the customer database administrator. These user IDs are internal to the operation of the system. The read-write user ID is used by the event processing system. The read-only user ID is used by the reporting system. During GUI configuration, the system reads the /opt/Avaya/ CCR/util/CAT/connection.out file and displays the database user names in this dialog. For security purposes, these database users should be different from the database user for the historical data store. However, you can use the base historical data store user for both of these users if the customer chose to create only one historical user. The recommended default names for these users are RPT_HIST_RO_USR and RPT_HIST_RW_USR. Installation property name GUI Read-only user Password Silent
DBROUserName DBROPassword
Default value
Your value
RPT_HIST_RO_USR N/A
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Installation property name GUI Read/write user Password Silent

DBRWUserName DBRWPassword
Default value
Your value
RPT_HIST_RW_USR N/A
Data Store Tablespace Names

These options associate data stores to the tablespaces created when the database software was installed. The size for each of the tablespaces is determined by the Implementation Planning Tool. This information is given to the customer by the Avaya or BusinessPartner sales team. The customer then creates the required tablespaces in the database, and the tablespace names should be recorded using Appendix B: Customer information worksheets on page 67 in Avaya IQ Preparing for Implementation. By default, this dialog will display the recommended tablespace names. Coordinate with the customer to get the names of the tablespaces and to which data stores they should be associated. If the customer used the recommended tablespace names, the default names can be used, but you should verify the names are correct. Note: The tablespace names are case sensitive. Default value Your value
Note:
Configuration property name GUI Dimension Historical 1 Historical 2 Historical 3 Historical 4 Historical 5 Historical 6 Historical 7 Historical 8 Historical 9 Historical 10 Silent
DBSP_Dimension DBSP_Historical1 DBSP_Historical2 DBSP_Historical3 DBSP_Historical4 DBSP_Historical5 DBSP_Historical6 DBSP_Historical7 DBSP_Historical8 DBSP_Historical9 DBSP_Historical10
HDIM01 HFACT01 HFACT02 HFACT03 HFACT04 HFACT05 HFACT06 HFACT07 HFACT08 HFACT09 HFACT10
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Real-Time Data Store Connection

Use these options to make the database connection to the Real-time Data Store. These options must be defined by the database administrator.
!
Important:
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Database User Name - Enter the name of the database user assigned as owner of the Real-time Data Store. During GUI configuration, the system reads the /opt/Avaya/ CCR/util/CAT/connection.out file and displays the database user name in this dialog. For security purposes, the database user for the Real-time Data Store must be different from the database users for all other data stores. The recommended default user name is RPT_RT_USR. Password - Enter the password for the database user. Default value Your value
Configuration property name GUI Database Vendor1 Database Connection String2 Database User Name Password Silent
RTDBVendor RTDBConnectionString RTDBUserName RTDBPassword
oracle N/A RPT_RT_USR N/A
Content Data Store Connection

Use these options to make the database connection to the Content Data Store. These options must be defined by the database administrator.
Database Vendor - Select the vendor name of your database product. The possible values are: oracle. Database Connection String - The application uses information in a connection string to communicate with the data stores in the database. Using a connection string allows the application to support single entity database deployments and complex Oracle Real Application Cluster (RAC) database deployments. When you run the CAT
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installation audit and provide valid database connection information, the CAT automatically creates a valid connection string. A database connection string for a simple database looks like the following example: jdbc:oracle:thin:@database_host:database_port:database_name A database connection string for a complex RAC database looks like the following example: jdbc:oracle:thin:@(DESCRIPTION=(FAILOVER=ON)(ADDRESS_LIST= (LOAD_BALANCE=ON)(ADDRESS=(PROTOCOL=TCP)(HOST= database_host1)(PORT=database_port1))(ADDRESS=(PROTOCOL= TCP)(HOST=database_host2)(PORT=database_port2))) (CONNECT_DATA=(SERVICE_NAME=database_name))) During GUI configuration, the system reads the /opt/Avaya/CCR/util/CAT/ connection.out file and displays the connection string in this dialog. If the string requires editing, you can select Back to go to the previous dialog, edit the string in the /opt/Avaya/CCR/current.conf file, then continue with the configuration. The changes you made in the current.conf file will be reflected in the dialogs.
!
Important:
Database User Name - Enter the name of the database user assigned as owner of the Content Data Store. During GUI configuration, the system reads the /opt/Avaya/ CCR/util/CAT/connection.out file and displays the database user name in this dialog. For security purposes, the database user for the Content Data Store must be different from the database users for all other data stores. The recommended default user name is RPT_CONTENT_USR.
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Password - Enter the password for the database user. Default value Your value
CSCDBVendor CSCDBConnectionString CSCDBUserName CSCDBPassword
oracle N/A RPT_CONTENT_USR N/A
Reporting User Interface Data Store Connection

Use these options to make the database connection to the Reporting User Interface Data Store. These options must be defined by the database administrator.
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!
Important:
Database User Name - Enter the name of the database user assigned as owner of the Reporting User Interface Data Store. During GUI configuration, the system reads the / opt/Avaya/CCR/util/CAT/connection.out file and displays the database user name in this dialog. For security purposes, the database user for the Reporting User Interface Data Store must be different from the database users for all other data stores. The recommended default user name is RPT_UI_USR. Password - Enter the password for the database user. Default value Your value
RUIDBVendor RUIDBConnectionString RUIDBUserName RUIDBPassword
oracle N/A RPT_UI_USR N/A
Service Locator Local Host

This defines the Service Locator Localhost properties. You must define the following properties:
Local Host Full Name - Enter the fully qualified domain name (FQDN) of the local host. For example, reporthost.co.company.com.
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Local Host IP - Enter the IP address of the local host. Do not use 127.0.0.1 as the IP address. Local Host Short Name - Enter the short name of the local host. For example, reporthost. Local Host Port - Enter the DSS HTTP server port number of the Service Locator process on this host. This value should be the same as the branch host if this is a branch host, or it should be the same value as the root host if this is a root host. The default value is 10010. Do not change this default value unless the customers network requires a different port. Default value N/A N/A N/A 10010 Your value
Configuration property name GUI Local Host Full Name Local Host IP Address Local Host Short Name Local Host Port Silent
LocalhostFullName LocalhostIP LocalhostShortName LocalhostPort
Service Locator Branch, Root, and OAM Synchronizer

This defines the Service Locator Branch, Root, and OAM Synchronizer properties. If the deployment uses only one application host, the IP addresses will all be the same. If the deployment has separate Data Processing hosts, the branch host will be the IP address of the Data Processing host, and the root host will be the IP address of the Administration host. You must define the following properties:
Branch Host IP Address - Enter the IP address of the host you are currently configuring. Branch Port - Enter the DSS port number of the Service Locator process on the branch host. The default value is 10010. Do not change this default value unless the customers network requires a different port. Root Host IP Address - Enter the IP address of the host used for registry updates, which is the All Functions host or the Administration host. Do not use 127.0.0.1 as the IP address. Root Port - Enter the DSS port number of the Service Locator process on the root host used for registry updates. The default value is 10010. Do not change this default value unless the customers network requires a different port.
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OAM Synchronizer Host IP Address - Enter the IP address of the host where the OAM synchronizer is operating, which is the All Functions host or the Administration host. Do not use 127.0.0.1 as the IP address. OAM Synchronizer Port - Enter the DSS port number of the Service Locator Tomcat process where the OAM synchronizer is operating. The default value is 31050. Do not change this default value unless the customers network requires a different port. Default value Local host IP address 10010 Local host IP address 10010 Local host IP address 31050 Your value
Configuration property name GUI Branch Host IP Address Branch Port Root Host IP Address Root Port OAM Synchronizer Host IP Address OAM Synchronizer Port Silent
BranchHostIP BranchPort RootHostIP RootPort OAMSynchronizerHostIP OAMSynchronizerPort
Service Locator Registry Management

This defines the Service Locator Registry Management properties. These properties control how and when updates are made to the Service Locator registry. You must define the following properties:
Mode - Select either Root or Branch. The default is Root. If you select Root, registry management is controlled from the OAM source. Assign Root to the Administration or All Functions host. If you select Branch, registry management is controlled from the branch host in a distributed deployment. Assign Branch to all Data Processing and Reporting hosts. Important: Before you leave this dialog, verify that the Root and Branch assignments are correct for the different application hosts. Source - Enter the source from where the registry can be updated when the mode is set to Root. For Avaya IQ, use the default of OAM. Data Packet Size - Enter the size (in KB) of the data packets being sent to the branch Service Locators. The default is 8 KB, with a maximum of 64 KB. Avaya recommends that you use the default value.
!
Important:
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Registry File - Enter the install location of the registry file. The default is $CSBASE/ dss/registry.xml. Avaya recommends that you use the default value. Registry History - Enter the number of backup registry versions that will be kept on each branch at any one time. The default is 10, with a range from 1 to no upper limit. Avaya recommends that you use the default value. Default value Your value
Configuration property name GUI Mode Source Data Packet Size Registry File Registry History
Mode Source PumpupChunkSize or DataPacketSize RegistryFile RegistryHistory
Silent root OAM 8000 $CSBASE/dss/registry.xml 10
Service Locator Registry Limits

This defines the Service Locator Registry Limits properties. You must define the following properties:
Max Update Retry - Enter the number of times that registry updates are attempted on each branch host before the updates are discarded. The default is 10, with a range from 1 to no upper limit. Avaya recommends that you use the default value. CRS Pause Limit - Enter the number of seconds that the registry synchronization thread will be paused before the pumpup is cancelled and the CRS thread is restarted. The default is 60 seconds, with a range from 1 to no upper limit. Avaya recommends that you use the default value. Reconnect Interval - Enter the number of seconds after which a branch Service Locator verifies that registration to its root is still valid. If the registration is not valid, the Service Locator attempts to reconnect. The default is 30 seconds, with a range from 1 to no upper limit. Avaya recommends that you use the default value.
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Synch Interval - Enter, in seconds, how often the registration manager verifies the integrity of its branch Service Locators. The default is 60 seconds, with a range from 1 to no upper limit. Avaya recommends that you use the default value. Default value 10 60 30 60 Your value
Configuration property name GUI Max Update Retry CRS Pause Limit Reconnect Interval Synch Interval Silent
MaxUpdateRetry CRSPauseLimit ReconnectInterval SynchInterval
Lifecycle Manager Configuration

This defines the information required to make the connection to the Lifecycle Manager. You must define the following properties:
Lifecycle Manager DSS Port - Enter the DSS port for the Lifecycle Manager. The default is 50000. Avaya recommends that you use the default value. OSGi DSS Port - Enter the DSS port for the OSGi component within the Lifecycle Manager. The default is 50001. Avaya recommends that you use the default value. Lifecycle Manager Storage Path - Enter the directory path where the Lifecycle Manager persists data. The default path is /opt/coreservices/lifecycle/ persistence. Avaya recommends that you use the default value. RMI Registry Port - Enter the Remote Method Invocation (RMI) registry port. The default is 1099. Avaya recommends that you use the default value. Default value Your value
Configuration property name GUI Lifecycle Manager DSS Port OSGi DSS Port Lifecycle Manager Storage Path RMI Registry Port Silent
DSS_PORT OSGI_DSS_PORT PERSISTENT_STORE RMI_PORT
50000 50001 $CSBASE/lifecycle/ registry.xml 1099
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System Data Store Vendor Selection

This defines the System Data Store vendor information. Select the vendor name of your database product. The possible values are: oracle and oracleRAC. Use oracle if the database is a single instance. Use oracleRAC if the database is a complex instance. Configuration property name GUI Database Vendor1 Silent
SDSDBVendor
Default value oracle
Your value
System Data Store Connection

Use these options to make the database connection to the System Data Store. These options must be defined by the database administrator.
Database Connection String - The application uses information in a connection string to communicate with the data stores in the database. Using a connection string allows the application to support single entity database deployments and complex Oracle Real Application Cluster (RAC) database deployments. When you run the CAT installation audit and provide valid database connection information, the CAT automatically creates a valid connection string. A connection string includes the following variable components: - Database Host - The IP address or fully qualified domain name for the computer where the database is installed. In a RAC configuration, there will be more than one database host. - Database Port - The TCP listener port administered for the database host. In a RAC configuration, each database host may use a different port.
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- Database Name - The name of the database. There will be only one database name. A database connection string for a simple database looks like the following example: jdbc:oracle:thin:@database_host:database_port:database_name A database connection string for a complex RAC database looks like the following example: jdbc:oracle:thin:@(DESCRIPTION=(FAILOVER=ON)(ADDRESS_LIST= (LOAD_BALANCE=ON)(ADDRESS=(PROTOCOL=TCP)(HOST= database_host1)(PORT=database_port1))(ADDRESS=(PROTOCOL= TCP)(HOST=database_host2)(PORT=database_port2))) (CONNECT_DATA=(SERVICE_NAME=database_name))) During GUI configuration, the system reads the /opt/Avaya/CCR/util/CAT/ connection.out file and displays the connection string in this dialog. If the string requires editing, you can select Back to go to the previous dialog, edit the string in the /opt/Avaya/CCR/current.conf file, then continue with the configuration. The changes you made in the current.conf file will be reflected in the dialogs.
!
Important:
Database User Name - Enter the name of the database user assigned as owner of the System Data Store. During GUI configuration, the system reads the /opt/Avaya/ CCR/util/CAT/connection.out file and displays the database user name in this dialog. For security purposes, the database user for the System Data Store must be different from the database users for all other data stores.The recommended default user name is RPT_SDS_USR. Database Password - Enter the password for the database user. Schema Name - Enter the name you have given the System Data Store schema. This will often be the same as the Database User Name, but could be a different name.
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Schema Owner - Enter the user name assigned to the System Data Store schema. This will often be the same as the Database User Name, but could be a different name. Default value Your value
Configuration property name GUI Database Connection String1 Database User Name Database Password Schema Name Schema Owner Silent
SDSDBConnectionString SDSDBUserNameOracle SDSDBPasswordOracle SDSDBSchemaNameOracle SDSDBSchemaOwnerOracle
N/A RPT_SDS_USR N/A RPT_SDS_USR RPT_SDS_USR
1. From CAT installation audit connection.out file.
WebLM Configuration
This defines the configuration properties when you install the WebLM tool. You can use the default values unless you want to change the settings to locate the log file in a different location, or if you want to change the maximum size of the log files.
Log File Location - Enter the location where you want to save the WebLM log file. The default location is $CSBASE/tomcat-5.5.9. Avaya recommends that you use the default value. Log File Maximum Backup Index - Enter the number of WebLM log files that can be created. The allowed values are 1 through 5, with a default of 1. Avaya recommends that you use the default value. Log File Maximum File Size (in MB) - Enter the maximum allowable size of the log file. The allowed values are 1 through 10, with a default of 1. Avaya recommends that you use the default value.
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License Allocation Backup File Size (in MB) - Enter the maximum allowable size of the license allocation backup file. The allowed values are 1 through 10, with a default of 10. Avaya recommends that you use the default value. Default value Your value
Configuration property name GUI Log File Location Log File Maximum Backup Index Log File Maximum File Size (in MB) License Allocation Backup File Size (in MB) Silent
WebLMLogLocation MAXBACKUPINDEX MAXFILESIZE BACKUPFILESIZE
$CSBASE/tomcat-5.5.9 1 1 10
Optional Installation of ASG

This defines whether the Access Security Gateway (ASG) software will be installed. The default for this option is to install ASG. This is an option that should be discussed with your customer. If the customer is not purchasing an Avaya maintenance support agreement or if they do not want Avaya services to access the Avaya IQ system using the ASG feature, ASG should not be installed. If the customer is not concerned about the ASG feature, install ASG. If ASG is not installed and is later needed, or if it is installed and must be removed later, use the procedures shown in Installing or uninstalling ASG software and logins on page 129 in Avaya IQ Implementation. Configuration property name GUI Install ASG Silent
ASGInstall
Default value1
Your value
Yes - true
1. True is equivalent to Yes and false is equivalent to No.
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Initial administration worksheets

Use the worksheets in this section to collect data for each host. Make as many copies of the worksheets as you need for all of your application hosts. This section includes the following topics:

Basic host properties on page 171 Reporting host properties on page 173 Communication Manager properties on page 175 Proactive Contact properties on page 177
Basic host properties

The following properties must be defined for the following host function types:

All Functions Administration Reporting Data Processing Data Collection Option IP Address Name Site Description Your setting
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Reporting host properties

The following properties must be defined for the following host function types:

All Functions Reporting Option Reporting Application Server Port SSL Port Shutdown Port Log Server Port Gateway Port Email Server Name Email Port Email User Name Email User Password Your setting
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Communication Manager properties

The following properties must be defined for each Communication Manager system: Option Name Description IP Address Port Release Source ID Input ID Buffering Policy Your setting
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Proactive Contact properties

The following properties must be defined for each Proactive Contact system: Option Name Description Proactive Contact System Name Naming Service Host Naming Service Port Account Login Account Password and Confirmation Source ID Input ID Buffering Policy Your setting
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Appendix C: Firewall ports

This section describes the firewall ports used within a deployment. This section includes the following topics:

Heading definitions on page 179 Ports used within a deployment on page 180 Changing default port numbers on page 185
Heading definitions
In the port usage table, the following definitions describe the headings used in the table. Source: The device or application initiating a data flow. Source Port: The default port(s) used by the source device or application. Configurable Source: Yes means the source port is configurable. No means the source port is not configurable. Source Range: If populated, the range of ports that can be used by the source. The range may or may not be configurable. Destination: The device or application receiving a data flow from a source. Destination Port: The default port(s) used at the machine or application responding to an initiator. Configurable Destination: Yes means the destination port is configurable. No means the destination port is not configurable. Traffic Purpose: Used to understand the purpose of the data flow. Comments: General comments to understand limitations.
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Ports used within a deployment

Source Initiator SSH Client Ports Dynamic, intranet Dynamic, intranet Destination Receiver SSH Server (each host) SMTP Email Server (each Reporting host) Port 22 Network/ Application Protocol TCP Destination configurable? Range Yes, via Linux, edit /etc/ssh/ sshd_config Yes, during configuration and subsystem admin (edit Reporting JBoss container properties). Reporting JBoss container must be restarted to pick up port change. Yes, edit $CCR_HOME/ Apache2/conf/ httpd.conf No Source configurable? Range Depends on client No Traffic purpose (Comments)
(Optional) Remote Access via Secure Shell Email Report output contents to specified email address
Reporting User Interface
25
TCP/SMTP
Web Browser
Dynamic, intranet
Apache
80
TCP / HTTP
No
Web Server1
Linux network time protocol daemon, ntpd (each host)
123
Linux network time protocol daemon, ntpd (each host) slapd (Admin or All Functions host) Linux network time protocol daemon, ntpd (each host) slapd (Admin or All Functions host)
123
UDP
No
Network Time Protocol - A hierarchy of NTP servers must be configured through OS User Service access to local LDAP directory Network Time Protocol - A hierarchy of NTP servers must be configured through OS LDAP over TLS
User Service (Admin or All Functions host) Linux network time protocol daemon, ntpd (each host)
Dynamic
389
TCP / LDAP
Yes, edit $CSBASE/cus/ conf/ldap.conf No
No
631
631
UDP
No
User Service (Admin or All Functions host) Oracle
Dynamic
636
TCP / LDAP over TLS
Yes, edit $CSBASE/cus/ conf/ldap.conf
No
1031
UDP
[Internal to DB Host, only needs localhost access]; Oracle
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Source Initiator DSS Ports
Destination Receiver DSS Port 1099
Network/ Application Protocol DSS / servicelocat or
Destination configurable? Range Yes, set by RMI_PORT parameter in current.conf during install/ config Yes, during configuration, via admin of Database Connectors and through Oracle administration
Source configurable? Range
Traffic purpose (Comments)
DSS/ servicelocator
Database clients (Admin, All Functions, or Reporting hosts)
Dynamic, intranet2
Oracle SQL*Net3 (database host)
1521
TCP / JDBC / ODBC
No
Access to System Data Store, Local and Central Content Stores, Historical Data Store Oracle listener port must match between application and Oracle Tomcat System Management
Event Manager (Data Processing host) CM Adaptor (Data Processing host) Dynamic, intranet
System Mgmt Tomcat (Admin or All Functions host) Communicati on Manager
5001
TCP / HTTP
5002
SPI (proprietary)
Yes, during configuration and subsystem admin (edit Connection Mgmt -> Administer Connections -> [CM instance to be changed]) No
No
Communication Manager events and administration The port must match the port administered on the Communication Manager (5000-64500) Watchdog (lifecycle)
Local managed entities (each host) Child watchd (each host) License management client (each host)
Dynamic, local host (loopback) Dynamic, local host (loopback) Dynamic, intranet
Child watchd (each host)
7010
Proprietary API
No
Parent watchd (each host) License management server (WebLM) (Admin or All Functions host) License management server (WebLM) (Admin or All Functions host)
7011
Proprietary API TCP / SOAP / HTTP / HTTPS
No
No
Watchdog redundancy (lifecycle) License management (WebLM)
8080, 8443
Yes, via Tomcat configuration file, edit <tomcat_install ed_dir>/conf/ server.xml Yes, via Tomcat configuration file, edit <tomcat_install ed_dir>/conf/ server.xml
No
License management admin - Web browser
Dynamic, intranet
8080, 8443
TCP / HTTP / HTTPS
No
License management administration (WebLM)
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Source Initiator Reporting host Ports Dynamic, intranet
Destination Receiver Tomcat (Reporting host) Port 9300
Network/ Application Protocol TCP / HTTP
Destination configurable? Range Yes, via subsystem admin or edit $CCR_HOME/ reporting/crn/ tomcat4.1.27/ conf/server.xml Yes, via subsystem admin or edit $CCR_HOME/ reporting/crn/ tomcat4.1.27/ conf/server.xml Yes, via subsystem admin or edit $CCR_HOME/ reporting/crn/ tomcat4.1.27/ conf/server.xml Yes, via subsystem admin or edit $CCR_HOME/ reporting/crn/ tomcat4.1.27/ conf/server.xml Yes, during configuration or edit $CSBASE /dss/ ServiceLocator P2.properties
Source configurable? Range No
Reporting Application4
Reporting host
Dynamic, intranet
Tomcat (Reporting host)
9334
TCP / HTTPS
No
Reporting Application4
Reporting Application entities (Reporting host)
Dynamic
Reporting Application Log Server (Reporting host)
9362
UDP
No
Reporting Application Logging
Web Browser or command line
Dynamic, intranet
Tomcat (Reporting host)
9399
TCP / HTTP
No
Reporting Application Tomcat Shutdown5
All peer Service Locators and clients (each host)
10000
Service Locator (each host)
10010
TCP / Proprietary CORBA
Yes, during configuration or edit $CSBASE / dss/ ServiceLocato rP2.properties
Register and locate services.
Web services access to Data Export Web Browser
10080
10080
TCP
RT Reporting
18443
Reporting User Interface Proactive Contact
18443
TCP/SSL
Reporting User Interface No? Yes, via subsystem admin Yes, via subsystem admin Proactive Contact Event Service
PC Adaptor (Data Processing host) PC Adaptor (Data Processing host)
31004
23120
TCP
31004
Proactive Contact
23200
TCP / CORBA
No?
Proactive Contact Naming Service
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Source Initiator PC Adaptor (Data Processing host) Tomcat Service Ports 31004
Destination Receiver Proactive Contact Port 23260
Network/ Application Protocol TCP
Destination configurable? Range No?
Source configurable? Range Yes, via subsystem admin No
Proactive Contact Command and Control Service Tomcat Shutdown5
Dynamic
Tomcat (Admin or All Functions host) Tomcat (Admin or All Functions host)
28005
TCP / HTTP
Yes, edit $CATALINA_H OME/conf/ server.xml Yes, via subsystem admin
OAM User Web Browser
Dynamic, intranet
28080
TCP / HTTP
No
(Optional) Displays product documentation w/ Firefox, error w/ IE. Should probably be blocked. Administration
OAM User Web Browser
Dynamic, Intranet
Tomcat (Admin or All Functions host) Tomcat (Admin or All Functions host) Historical Fact Recorder (Admin or All Functions host) JBoss Instances
28443
TCP / HTTPS
Yes, edit $CATALINA_H OME/conf/ server.xml Yes, edit $CATALINA_H OME/conf/ server.xml Yes, via subsystem admin
No
OAM Certificate Management Event Mgmt Forwarder (Data Processing host) Event Mgmt Forwarder (Data Collection host)
Dynamic, Intranet
28444
TCP / HTTPS
No
Distributed Certificate Management Historical events
50025
31001
Yes, via subsystem admin
31002 31049
TCP
Dynamically assigned
These ports are assigned to JBoss instances dynamically starting at 31002 when hosts are administered or when sources are added. The number of ports used and precise usage varies based on the host function and number of sources configured. These are specifically used on the Data Collection Host. Yes, during configuration and via subsystem admin Alarm management, runs inside Foundation Tomcat
Network Log Server (Admin or All Functions host)
31050
Alarm Server (Admin or All Functions host)
31050
Yes, during configuration and via subsystem admin
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Source Initiator Log client (each host) Ports 31050
Destination Receiver Host Log Server (each host) Port 31050
Network/ Application Protocol TCP / Proprietary CORBA
Destination configurable? Range Yes, during configuration, and via subsystem admin Yes, during configuration and via subsystem admin Yes, during configuration and via subsystem admin
Source configurable? Range Yes, during configuration and via subsystem admin Yes, during configuration and via subsystem admin n Yes, during configuration and via subsystem admin
Logging service, runs inside Foundation Tomcat Logging service, runs inside Foundation Tomcat Provider of configuration info, runs inside Foundation Tomcat
Host Log Server (each host)
31050
Network Log Server (Admin or All Functions host) SDAS
31050
System Configuration Client, library within services that use SDAS (each host)
DSS port for specific service, identified elsewhere in table (Admin or All Functions host) 50200 50299
31050
Lifecycle utilities (each host)
Lifecycle Manager (each host)
50000
Yes, during configuration and edit $CSBASE/ lifecycle/conf// lifecycle.conf
Yes, via min_port and max_port properties in $CSBASE/ dss/ dss.properties file. Yes, during configuration and via subsystem admin
Monitoring & control of managed entities Note: dss.properties does not exist by default. Monitoring & control of managed entities
Subsystem Administration (Admin or All Functions host)
31050
50000
Yes, during CCR configuration and edit $CSBASE/ lifecycle/conf/ lifecycle.conf Yes, during configuration and edit $CSBASE/ lifecycle/conf// lifecycle.conf
Lifecycle utilities (each host)
50200 50299
50001
Yes, via min_port and max_port properties in $CSBASE/ dss/ dss.properties file. Yes, via subsystem admin
Monitoring & control of managed entities Note: dss.properties does not exist by default. Event messages
PCS Adapter (Data Processing host)
50027
Historical Event Processor (Data Processing host) PCS Adaptor (Data Processing host)
50025
Proactive Contact
23200
50027
No
Proactive Contact events
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Changing default port numbers
Source Initiator Event Management (Data Processing host) Historical Fact Recorder (Admin or All Functions host) Historical Dim Recorder (Admin or All Functions host) Many entities (each host) Ports 50025
Destination Receiver PCS Adaptor (Data Processing host) IRS (Admin or All Functions host) IRS (Admin or All Functions host) ActiveMQ (each host) Port 50027
Network/ Application Protocol TCP / Proprietary CORBA
Destination configurable? Range Yes, via subsystem admin
Source configurable? Range Yes, via subsystem admin
Proactive Contact events
31001
52222
Identity Resolution Service
31002
52222
Identity Resolution Service
Dynamic, intranet
61616
TCP / JMS
Yes, edit $CSBASE/ / activemq/conf/ activemq.xml
No
Java Messaging Service (JMS) provider Port allocation determined by JMS Internal to host JMS communication between hosts
Many entities (each host)
Dynamic, intranet
ActiveMQ
61617
SSL
1. Port 80 may be closed. However, no message will be delivered to anyone trying to access the port. The only message that will be delivered is that the server refused the connection. 2. See Oracle documentation for additional information on port configuration. 3. Ports for other databases will vary. 4. Reporting Application Connection can be optionally configured to use HTTP or HTTPS. See documentation. 5. It is recommended that the shutdown port be blocked to prevent access from outside the server.
Changing default port numbers

In some cases, the default port numbers may conflict with the customer network. This may be caused by conflicts with other applications the customer has running, firewall rules, internal network standards, or other reasons. Use Ports used within a deployment on page 180 to help make network engineering and security decisions that are appropriate for the installation. Some port assignments can be changed during the installation and configuration process. Some port assignments can be changed in administration. If port changes are made, you may have to restart the software for the network to recognize the changes.
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Appendix D: Manually creating database tables and granting user access

During configuration, you consulted with the customer to either automatically create or manually create the tables for the historical and real-time databases and to grant access to the databases. If you chose to manually create the SQL statements, or if you want to recreate the SQL statements, use the procedures in this section to create the SQL statements before you execute the statements to create the tables and grant access to the database.
!
Important:
Important: If you chose to automatically create and execute the SQL statements, you should not use any of the procedures described in this section.
The following are reasons you might want to manually execute the SQL statements or recreate the SQL statements:
The customer requires that all SQL statements be inspected for security purposes before the statements are executed. The customer must make custom modifications to the SQL statements before they are executed. The customer might want to reuse these SQL statements at another site where you are installing a similar configuration.
The commands described in this section include options that allow you to create the SQL statements, create the tables, and grant database access. Any changes to these statements should be done by the customer DBA, not the Avaya or BusinessPartner provisioning team member. The customer DBA must make all decisions when it comes to changing database information. This section includes the following topics:

Prerequisites on page 188 Creating statements, tables, and granting access on page 188 Dropping tables on page 189 Database setup log files on page 190
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Prerequisites
You must have access to the database commands. This can be accomplished by running the commands on the database host or by using client tools on another host. If the SQL statements have already been executed and you want to execute the statements again, you must first drop the tables from the database. For more information, see Dropping tables on page 189.
Creating statements, tables, and granting access

This section describes how to create the SQL statements, create the tables, and grant access to the database. To create the SQL statements, create tables, and grant database access: 1. Enter: /opt/Avaya/CCR/bin/dbsetup.sh -s The -s option creates the SQL scripts, but does not execute the scripts. A message similar to the following is displayed:
log4j: log4j: . . . . . . log4j: log4j: Parsing for [root] with value=[ALL, file]. Level token is [ALL].
setFile called: dbsetup.log, false setFile ended
Note:
Note: If this command fails noting that the objects (tables) already exist, you must first drop the existing tables. For more information, see Dropping tables on page 189. 2. Enter the following commands to create the tables: cd /opt/Avaya/CCR/data/db/oracle/scripts /opt/Avaya/CCR/bin/run_sql.sh -m create_historical_tables.sql CCR /opt/Avaya/CCR/bin/run_sql.sh -m create_realtime_tables.sql CCRRT /opt/Avaya/CCR/bin/run_sql.sh -m UI/createalltables.sql CCRUI /opt/Avaya/CCR/bin/run_sql.sh -m coreservices_tables.sql core
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Dropping tables
3. Enter the following commands to create the users: cd /opt/Avaya/CCR/bin ./grant_db_role.sh -r -H Historical_READ_ONLY_USER ./grant_db_role.sh -w -H Historical_READ_WRITE_USER ./grant_db_role.sh -r -R Realtime_READ_ONLY_USER ./grant_db_role.sh -w -R Realtime_READ_WRITE_USER 4. Enter the following command to populate the tables: /opt/Avaya/CCR/bin/populate_tables.sh
Dropping tables
If the database tables have already been created and you want to recreate the tables, you must first drop (delete) the tables from the database. This must be done every time you recreate the tables. To drop the database tables: 1. Enter the following commands: cd /opt/Avaya/CCR/data/db/oracle/scripts /opt/Avaya/CCR/bin/run_sql.sh drop_historical_tables.sql CCR /opt/Avaya/CCR/bin/run_sql.sh drop_realtime_tables.sql CCRRT Each of the database tables are dropped. The actual message is quite long, so just a few examples are displayed here:
. . . . . . 2007-06-25 10:32:44,563 [main] 421 CreateDbObj.java DEBUG CreateDbObj.runSQLScripts(): Running scripts for creating tables, views, load tables 2007-06-25 10:32:44,563 [main] 456 CreateDbObj.java DEBUG SQL statement: "DROP TABLE AccountAssignmentDim" 2007-06-25 10:32:44,707 [main] 456 CreateDbObj.java DEBUG SQL statement: "DROP VIEW "AccountAssignmentDim"" 2007-06-25 10:32:44,726 [main] 456 CreateDbObj.java DEBUG SQL statement: "DROP TABLE AdminException" 2007-06-25 10:32:44,801 [main] 456 CreateDbObj.java DEBUG SQL statement: "DROP VIEW "AdminException"" 2007-06-25 10:32:44,814 [main] 456 CreateDbObj.java DEBUG SQL statement: "DROP TABLE AdminExceptionReason" 2007-06-25 10:32:44,860 [main] 456 CreateDbObj.java DEBUG SQL statement: "DROP VIEW "AdminExceptionReason"" . . . . . .
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2. Using your database tools, verify that the tables have been dropped from your database. 3. Continue with recreating the tables.
Database setup log files

Log files for the database setup are located at: /var/log/Avaya/CCR/dbsetup/ Inspect the dbsetup.log files for any errors that occurred during database setup.
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Glossary
$CCR_HOME $CSBASE access permissions The variable that represents the install location for the software. The installation path is /opt/Avaya/CCR. The variable that represents the install location for the Core Services software. The installation path is /opt/coreservices. The permissions association between a user and a resource by way of a resource group. Access permissions can identify view, add, edit, and delete. If no access permissions are assigned, no access is allowed. A host computer where the Avaya IQ software is installed. Agents who receive inbound calls as well as make outbound calls. Consulting and Systems Integration. This Avaya organization provides implementation services and custom solutions for Avaya products. A collection of related reporting groups. This feature provides an interface to administer and authenticate users through a third party enterprise identity management system. Communication Manager is the Avaya communication server that controls incoming and outgoing calls for your contact center. A tool that tests connectivity between the database host and application hosts and ensures that the hosts are ready for Avaya IQ software to be installed. The internal development name for Avayas next generation reporting platform, now known as Avaya IQ. Any references to CCR apply to Avaya IQ. This data store contains standard report definitions, custom report definitions, and administration data for report components. Reports track events that occur when a customer contact enters the contact center until the contact ends. A host computer where the database software used for Avaya IQ is installed. This subsystem allows you to import data into existing Avaya IQ data, or export data out to non-Avaya IQ applications. You must use a third party data import or data export application to perform either of these functions. A combination of site patterns that create a specific customer deployment. This directory is an optional identity management system you can use with Avaya IQ. This subsystem collects events from external sources and processes the events into historical or administrative data.
application host blended agents C&SI category Common User Service Communication Manager Configuration Audit Tool Contact Center Reporting (CCR) Content Store cradle to grave reporting database host computer Data Integration
deployment pattern enterprise directory Event Management
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Foundation
Foundation
This subsystem provides functions that are used throughout the application. Some of the types of functions provided are administration, security, logging, alarming, and licensing. A collection of related reporting entities, such as agents, queues, and routing points. A measurable event that occurs when a contact center resource initiates an active state of interaction with a contact. Multiple handle counts for a single contact can attribute to a contact center resource if the contact transfers to other destinations and subsequently returns to that resource. This subsystem writes the historical data from multiple Event Management subsystems to the Historical Data Store. This subsystem enables the application to process events from multiple sources. This subsystem provides database management functions. This data store contains the historical data for reports. A host computer is the physical hardware that executes the software. A host computer is a single machine that can contain one or more CPUs. The application functionality implemented on a host computer. The host function determines which software subsystems, containers, and processing elements operate on a host computer. A tool used to take customer requirements and create a deployment that fits their needs. This data store contains the data that defines the Avaya IQ users. The Internal LDAP Cache is part of the Common User Service. The Internal LDAP Cache is located with the System Management subsystem, not the RDBMS server. This data store contains the real-time report definitions and administration data needed to run real-time reports. This data store contains the current real-time data. This subsystem provides access to the real-time data from the an Event Management subsystem. This subsystem provides a consolidated view of real-time data from multiple Real-Time Data Collection subsystems. This data store contains status and summary data for each interval. Intervals can be 15, 30, or 60 minutes. This subsystem manages the display of automatically refreshing real-time reports. A measurable event that occurs when an incoming contact is delivered to a point of service, but subsequently redirected to an alternate destination for service. The processing rules that trigger a contact redirect typically consider factors such as expected wait time and alert duration.
group handle
Historical Data Consolidation Historical Data Management Historical Data Store host computer host function
Implementation Planning Tool Internal LDAP Cache Local Content Store Real-Time Data Cache Real-Time Data Collection Real-Time Data Consolidation Real-Time Data Store Real-Time Report Execution redirects
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view
Report Gateway Report Management resource routing point routing process
This subsystem provides web access for reports. You view Avaya IQ reports through a web browser using a thin client interface. This subsystem allows you to access the data in the Historical data store, view, create, manage, and distribute reports. Any resource that can be managed using administration or reporting. Agents, application operations, roles, access groups, and users are types of resources. The telephone number used to route calls into the contact center routing processes. A routing point is also known as a vector directory number (VDN). A program used to define the process with which the communication system routes incoming calls for contact center processing. A routing process is also know as a vector. A naming service that allows the users of the distributed system to transparently locate a service at runtime based on the type, location, or instance ID. A way to install software without using a GUI. A combination of host functions deployed at a site. A system or application that provides data to Avaya IQ. A logical collection of one or more software entities that execute in the same system and are managed as a set. This data store contains administration and configuration data for Avaya IQ. This subsystem provides operations, administration, and maintenance functions for Avaya IQ. This subsystem also allows you to administer the contact center software. Universally Unique Identifier A collection of related categories.
service locator
silent install site pattern source subsystem System Data Store System Management UUID view
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view
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Index
Index
A
Active Directory . . . . . additions . . . . . . . . administering data collection options administration . . . . . . alarming . . . . . . . . . ASG . . . . . . . . . . ASG installation . . . . . authentication files . . . .
H
. . . . . . . . . . . . . 64 . . . . . . . . . . . . . 121 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 . 59 . 103 . 63 . 129 . 63
host properties . . . . . . . . . . . . . . . . . . . 69 hosts . . . . . . . . . . . . . . . . . . . . . 66, 69
I
install ASG . . . . . . . . . . . . . . . . . . . . 129 installing software . . . . . . . . . . . . . . . . . 27
L
licensing . . . . . . . . . . . . . . . . . . . . 25, 62 log files . . . . . . . . . . . . . . . . . . . . . . 114 logging in . . . . . . . . . . . . . . . . . . . . . 65
B
backout . . . . . . . . . . . . . . . . . . . . . . 109
C
certificates . . . . . . . . . . . . . . . . . . . changes . . . . . . . . . . . . . . . . . . . . common Communication Manager administration Communication Manager administration . . . . . Configuration Audit Tool . . . . . . . . . . . . configuring software . . . . . . . . . . . . . . creating database tables . . . . . . . . . . . . customer handoff . . . . . . . . . . . . . . .
O
. . . . . . . . . 64 . 121 . 83 . 80 . 14 . 37 . 187 . 107
order of administration . . . . . . . . . . . . . . . 60
P
pop-up blocker settings . . . . . . . . . . . . . . . 66 Proactive Contact administration . . . . . . . . . . 98
R D
data collection options . . . . . . . . . . . . . . . 80 remote access . . . . . . . . . . . . . . . . . . . 13
S E
error messages . . . . . . . . . . . . . . . . . . 114 silent installation . . sites . . . . . . . . SNMP . . . . . . . software offers . . . software updates . . source associations . sources . . . . . .
F
failure conditions . . . . . . . . . . . . . . . . . . 114 firewall ports . . . . . . . . . . . . . . . . . . . . 179
. . . . . . .
. . . . . . .
. . . . . . .
. . . . . . .
. . . . . . .
. . . . . . .
. . . . . . .
. . . . . . .
. . . . . . .
. . . . . . .
. . . . . . .
. . . . . . .
. . . . . . .
. . . . . . .
. . 33 66, 67 . 103 . . .9 . . 62 . 122 66, 92
G
Glossary . . . . . . . . . . . . . . . . . . . . . 191 granting user access . . . . . . . . . . . . . . . . 187
T
time synchronization . . . . . . . . . . . . . . . . 60 time zone data . . . . . . . . . . . . . . . . . . 102 troubleshooting . . . . . . . . . . . . . . . . . . . 113
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Index
U
uninstall . . . . . . . . . . . . . . . . . . . . . . 109 updates . . . . . . . . . . . . . . . . . . . . . . 62
W
worksheets . . . . . . . . . . . . . . . . . 131, 145
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February 2008

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Avaya IQ

Release 4.1 February 2008

Offers and how they affect implementation

Implementation checklist for software-only systems

Implementation checklist for software-only systems

Connecting with remote access

Using the Configuration Audit Tool

Using the Configuration Audit Tool

Installing the Configuration Audit Tool

To download the Configuration Audit Tool from the Web site:

To install the Configuration Audit Tool:

Uninstalling the Configuration Audit Tool

Using the Configuration Audit Tool

Information required to run database tests

Using the Configuration Audit Tool

Test result files

Running an installation audit

Verifying application host configurations

Using the Configuration Audit Tool

Running a database audit

Running a DBA audit

Using the Configuration Audit Tool

Running individual tests

Running tests using an input file

Acquiring a license file

Acquiring a license file

Verify firewall setup

Installing from DVD or hard drive

Installing the software

Installing the software

Installing software using the GUI

Installing software using the GUI

Installing the software

Installing software using the GUI

Installing the software

Installing software using a silent install

Installing software using a silent install

Installing the software

6. Edit the properties as described in the following table: Property

Installing software using a silent install

Installing the software

Configuring the software

Configuring the software

Configuring software using the GUI

Configuring software using the GUI

Administration Data Collection Data Processing Reporting

Configuring the software

Configuring software using the GUI

Configuring the software

Configuring software using the GUI

Configuring the software

Configuring software using the GUI

Configuring the software

Configuring software using the GUI

Configuring the software

Configuring software using the GUI

Configuring the software

Configuring software using the GUI

Configuring the software

Configuring software using the GUI

Configuring the software

Configuring software using a silent configure