Transcript
PC 4.0 Delta Job Aid
Avaya Proactive Contact 4.0 Delta Job Aid Understanding New Features & Enhancements Introduction Hardware Operating System Security Licensing Installation Configuration Supervisor Backup and Restore Deployment Options Troubleshooting PC 4.0 PC 4.0 Migration Options Serviceability Changes
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Introduction Avaya Proactive Contact 4.0 solution is a suite of hardware and software that enables proactive and opportunistic management of customer relationships within a contact center. This is the next major release of Avaya Proactive Contact. The major new features in this release are: ● ● ● ● ● ● ● ●
New operating system (Red Hat Enterprise Linux) and Intel-compatible server platforms provide availability and fault tolerance enhancements New deployment options including rack mounted server hardware New campaign management and calling list management features added to Supervisor New security features Simplified installation and operations Enterprise licensing New maintenance and support offer Increased integration with other Avaya products
Avaya Proactive Contact 4.0 (PC 4.0) continues to provide superior outbound and blended solutions for next generation contact centers. Like Proactive Contact 3.0, PC 4.0 comes in two versions – hard dialer or large cabinet and soft dialer or CTI version. Note: The Predictive Dialer System (PDS) is being discontinued. The upgrade path for Avaya Predictive Dialing System 12.0 and Avaya Proactive Contact 3.0 is to Avaya Proactive Contact 4.0.
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Hardware Platform changes Digital switch changes The digital switch buses are now integrated in the digital switch subrack and the controller. The buses transmit control signals and other information within the digital switch. Digital Switch Bus Name Ethernet SCSI
Communication
PCM
Description Carries communication network traffic between the Avaya Proactive Contact CPU and the digital switch Connects the digital switch controller to the digital switch subrack. When the call center starts a calling job, the digital switch controller uses the SCSI bus to download digitized voice messages to the LPVC card. Carries control signals and data between the digital switch controller and the cards in the digital switch subrack. When the digital switch is reset, the digital switch controller uses the communication bus to download application software to cards in the digital switch subrack. Carries telephone audio information within the digital switch. The digital switch uses the PCM bus to link the ports on the port interface cards and service circuit cards in the digital switch subrack.
CPU changes The CPU is a Hewlett-Packard HP DL 385 G2 server running the Red Hat Linux operating system provided by the Avaya core services. This server controls all dialer operations and provides the interface to supervisors and agents desktops. The CPU comes with standard RAID 1 configuration. A customer can also order RAID 5 configuration for additional reliability and protection against the component failure. The server comes with 4 GB RAM standard. Additional memory can be added for larger systems. A tape drive is needed for most systems. The HP Proliant DL385 G2 includes the following components: ● ● ● ● ● ● ●
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HP DL385R02 TCO Chassis HP O2218 DL385R02 FIO Kit HP 4GB FBD PC2-5300 2x2GB Kit 146GB 10K SAS 2.5 HP HDD HP 8X Slim DVD+RW Drive HP E200i FIO Controller / 128MB BBC HP RPS 350/370/380G5/385/G2 Kit
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The system also can be ordered with the options and add-ons: ● ● ●
146GB 10K SAS 2.5 HP HDD HP 4GB FBD PC2-5300 2x2GB Kit DAT 72 HP external Tape
Maintenance modem A high-speed Lantronix modem is used for accessing the system remotely for the diagnostic and maintenance purposes. The modem connects an analog telephone line to the access server which in turn provides connection to all the major subsystems. Uninterruptible power supply (UPS) The system is protected from disturbances on the “AC Mains” power system by an uninterruptible power supply (UPS). This UPS provides both power conditioning and battery backup for noisy, intermittent, or failing AC power conditions. The UPS provides approximately a seven-minute power reserve to allow a system administrator to shut down the system safely in case of the power failure. Agent workstations Each agent computer is integrated into Avaya Proactive Contact with network and voice connections. During active jobs, agents use the voice connection to talk to customers and the data connection to update customer records. Agent client software is required to integrate agent computers with the Avaya Proactive Contact software suite. Avaya Proactive Contact Agent is the agent software option available for purchase with Avaya Proactive Contact. For contact centers which want to integrate other agent desktop software with the dialer, Avaya Proactive Contact Agent API is available to create custom agent applications. Agent computers are not supplied by Avaya. The agent application for PC 4.0 will run on any machine that meets Microsoft Corporation’s stated requirements for the Windows XP or Vista, as applicable. Please check Microsoft Corporation’s website to find the most up-to-date XP and Vista requirements. Capability Operating system Processor Memory HDD HDD free space Network Network software
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Minimum Requirements Windows XP or Vista 800 MHz 32-bit (x86) or 64-bit (x64) 512 MB 20 GB 15 GB Network attached (with network adapter card) TCP/IP, FTP, Telnet, and Rlogin support
Recommended Requirements Windows XP or Vista 1 GHz 32-bit (x86) or 64-bit (x64) 1 GB 40 GB > 15 GB Network attached (with network adapter card) TCP/IP, FTP, Telnet, and Rlogin support
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Supervisor workstations Supervisor computers are not supplied by Avaya. The supervisor application for PC 4.0 will run on any machine that meets Microsoft Corporation’s stated requirements for the Windows XP or Vista, as applicable. Please check Microsoft Corporation’s website to find the most up to date XP and Vista requirements. Capability Operating system Processor Memory HDD HDD free space Network Network software Disk drive Modem Network interface card
Monitor
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Minimum Requirements Windows XP or Vista 800 MHz 32-bit (x86) or 64-bit (x64) 512 MB 20 GB 15 GB Network attached (with network adapter card) TCP/IP, FTP, Telnet, and Rlogin support 4x CD-ROM drive 3.5 inch disk drive 56K baud data modem and DID analog phone line Token Ring 4/16 MB per second or Ethernet 10/100 TX SVGA accelerator card with 1 MB VRAM Super VGA (17 inches or larger)
Recommended Requirements Windows XP or Vista 1 GHz 32-bit (x86) or 64-bit (x64) 1 GB 40 GB > 15 GB Network attached (with network adapter card) TCP/IP, FTP, Telnet, and Rlogin support DVD drive 3.5 inch disk drive 56K baud data modem and DID analog phone line Token Ring 4/16 MB per second or Ethernet 10/100 TX SVGA accelerator card with 1 MB VRAM Super VGA (17 inches or larger
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Operating System New Operating System (Red Hat Enterprise Linux) For Proactive Contact 4.0, the operating system has been changed from HP Unix to Red Hat Enterprise Linux (RHEL). This change provides many important benefits, including: ● ● ● ● ●
Quicker installation, because many features formerly installed manually are now incorporated into the default OS and installed automatically. A more robust, stable OS Cost benefit RHEL is an industry standard Better default security
For more information on installation, configuration, and operations related to RHEL, consult the PC 4.0 documentation, specifically the Planning Guide and Implementing PC 4.0.
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Security System security has been greatly enhanced in Avaya Proactive Contact 4.0. The major changes include: ● ● ● ● ● ● ● ● ● ●
PC 4.0 communicates using Secure Socket Layer (SSL) Data transmission is encrypted Certificates are used for client and server authentication, and all certificates are stored in Microsoft Certificate Store, an industry standard. Security settings are saved in *.ini files Telnet replaced by SSH FTP replaced by SFTP Password aging No more hard coding of password in code/registry DB passwords can be changed using dbcreate Auditor role can be used to monitor bad logins
Avaya Proactive Contact 4.0 requires minimal network services, which means that only those services required by the system are installed by default. This approach reduces potential vulnerabilities and external entry points to the system. Telnet and ftp are no longer enabled as defaults; instead, ssh and sftp are now standard. Security has also been greatly enhanced for all internal system communications. Database access now uses Oracle Advanced Security. Also, all client sessions are encrypted, and all inter-process communication is now encrypted, including: ● ● ● ● ●
soe messages ipc messages CORBA – SSLIIOP COM TCP/IP Over SSL
Each of the following Proactive Contact 4.0 security features is discussed below: ● ● ● ● ● ● ●
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Agent Security List Server Security CORBA security Password Aging Oracle Database Security Auditor LDAP
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Agent Security Proactive Contact 4.0 provides a secure GUI Agent through several means. All communications between the Agent program and the system use Secure Socket Layer (SSL), which means that all data transmission is encrypted. Certificates are used for client and server authentication. Security Settings are saved in PDSAgent.ini file.
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Agent Server Binary over SSL In the existing system, the Agent Server process listens on the normal TCP IP socket. In PC 4.0, the TCP IP Server socket has been modified to enable communication over SSL. Agent binary refers to /opt/avaya/pds/config /agtSecurity.policy for the configuration. This policy file contains:
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ClientCert :< YES/NO>
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CertLocation :< path of certificate file>
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KeyLocation :< path of private file>
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CAFileLocation :< ca certificate file location>
ClientCert parameter decides whether or not the server validates the client certificate. If this parameter is set to yes, then the server will validate client if the certificate sent by client is valid and signed by trusted CA. CertLocation parameter holds the location where the certificate file is placed for Agent server. Agent server will use this file to initialize SSL_CTX object within its startup. KeyLocation parameter holds the location of the private key required for agent server to initialize. CAFileLocation is location where CA certificates are stored. This is trusted CA store for dialer.
Agent binary uses: /opt/avaya/pds/openssl/certificate/agent_cert.pem file as server certificate and /opt/avaya/pds/openssl/private/agent_key.pem file as private key. Agent client uses: /opt/avaya/pds/openssl/cacertificate/ProactiveContactCA.pem as a CA certificate.
Certificates required by PC Agent ● ● ●
Certificate Key File stores the agent client certificate key. Certificate File stores the agent client certificate. CA Certificate is stored in Microsoft Certificate Store and is used to authenticate server certificate.
Default Security Settings in PDSAgent.ini
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[Security] ServerCertificate = TRUE ClientCertificate = TRUE ClientCertificatePath = [Full Path of ClientCertificate] ClientCertificateKeyPath = [Full Path of ClientCertificate Key]
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Listserver Security List server over SSL List Server provides access to data in hash and calling list files to programs running on other dialers. In the existing system, the list server process communicates with callsel, record_ed and caller on another dialer over a normal TCP IP socket. In PC 4.0, this communication is now over Secure Socket. The default mode of listserver server binary is now SSL. List Server also uses certificates for authentication. ●
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List server binary uses /opt/avaya/pds/openssl/certificate/listserver_cert.pem file as server certificate and /opt/avaya/pds/openssl/private/listserver_key.pem file as private key. List server refers to /opt/avaya/pds/openssl/cacertificate/ProactiveContactCA.pem as a CA certificate. List server clients like callsel, record_ed and caller are also modified to meet this requirement.
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CORBA Security Currently all the CORBA services are using IIOP protocol. To make PC 4.0 a secure system, we are using SSLIOP protocol, which is IIOP over SSL. Because SSLIOP is a pluggable protocol, you have to specify a configuration file at the starting of CORBA services. All the configuration files will reside in $VOICEDIR/config directory. The configuration file will look similar to the following: dynamic SSLIOP_Factory Service_Object * TAO_SSLIOP:_make_TAO_SSLIOP_Protocol_Factory() "-SSLAuthenticate NONE SSLPrivateKey PEM:/opt/avaya/pds/openssl/private/corbaServer_key.pem SSLCertificate PEM:/opt/avaya/pds/openssl/certificate/corbaServer_cert.pem " static Resource_Factory "-ORBProtocolFactory SSLIOP_Factory" PC 4.0 uses JacORB, which is a new ORB for Java required because Java's Native ORB does not support the SSLIOP protocol. JacORB is a free Java implementation of the OMG's (The Object Management Group ) CORBA standard. It is released under LGPL (Lesser General Public License)
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Password Rotation In PC3.0 and PDS 12.0 systems, all the CORBA services were using default/hard coded passwords to log into respective CORBA servers. To eliminate the use of these static, hard-coded passwords from all the CORBA Services, Avaya has implemented password rotation in PC 4.0. This password is stored in file with encryption using AES 128.
Password Rotation Overview All the CORBA services user name is appended with dialerID. Ex. User name of SM is smntr10 (where 10 is dialerID). Run manage_corba_users to add all the users in /etc/passwd or to reset user(s) password. To add all the CORBA users run $ manage_corba_users –D 10 –A To reset user's password $ manage_corba_users –U smntr10 All services use their default password to log into respective server. Ex. (SM -> Logger) In case of password expiration, that Service sets new password (combination of 2 char seeds + current timestamp) into the system (/etc/passwd). This password is stored in encrypted (using AES128) format in /opt/avaya/pds/config/ .pass file for next time login. Services will decrypt respective .pass file using AES 128 algorithm when they require the password.
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Use of "chage" command This command is use to expire the password of any user in Linux Login with root privileges To check the password information
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$chage –l Expire User's password $chage –M 0 $chage –d 2007-07-01 Now when you login with this user name, it will ask to change the password.
Troubleshooting and tips ●
Getting an error UNKNOWN USER: PAM Authentication failed. This means you have not added users in /etc/passwd. So before doing anything check /etc/passwd file and verify username should be appended with dialerID specified in master.cfg file
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Getting an error message Invalid password in account file This means that for this user password got mismatched. In this case you can run manage_corba_users with reset option. Please ensure that respective
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.pass file in /opt/avaya/pds/config direcotory got deleted when you run manage_corba_users. !!! Always remember: Do not delete *pass files for DB users
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Oracle database security Database security enhanced Database connections and data transfer have been made secure in PC 4.0 by routing the traffic over SSL, using Oracle Wallets. The advantages of this approach include: No clear text username/password transferred over the network The user data is encrypted before sent over network Transparent to the users
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These security enhancements have required the following Oracle database changes. ● ●
SSL certificates are stored in /opt/dbase/wallet directory changes to $ORACLE_HOME/network/admin/listener.ora • Add wallet location as follows WALLET_LOCATION = (SOURCE = (METHOD = FILE) (METHOD_DATA = (DIRECTORY = /opt/dbase/wallet) ) )
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Add only TCPS protocol to descriptions list of the listener (DESCRIPTION = (ADDRESS = (PROTOCOL = TCPS)(HOST = hostname)(PORT = 2484))
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changes to $ORACLE_HOME/network/admin/sqlnet.ora SQLNET.AUTHENTICATION_SERVICES= (TCPS, BEQ) SSL_VERSION = 0 NAMES.DIRECTORY_PATH= (TNSNAMES, EZCONNECT) SSL_CLIENT_AUTHENTICATION = TRUE SSL_CIPHER_SUITES= (SSL_RSA_EXPORT_WITH_RC4_40_MD5) WALLET_LOCATION = (SOURCE = (METHOD = FILE) (METHOD_DATA = (DIRECTORY =/opt/dbase/wallet)))
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changes to sqlnet.ora on supervisor installations SQLNET.AUTHENTICATION_SERVICES= (TCPS, BEQ) SSL_VERSION = 0 NAMES.DIRECTORY_PATH= (TNSNAMES) SSL_CLIENT_AUTHENTICATION = TRUE SSL_SERVER_DN_MATCH = FALSE SSL_CIPHER_SUITES= (SSL_RSA_EXPORT_WITH_RC4_40_MD5) WALLET_LOCATION = (SOURCE = (METHOD = FILE) (METHOD_DATA = (DIRECTORY = $INSTALL_DIR\Services\3rdParty\Oracle10g\wallet)))
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Passwords are stored in .pass file The dialer will have the following pass files for DB users by default:
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-rw-r--r-- 1 admin pds_system 32 Jul 11 04:53 avayadba.pass
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-rw-r--r-- 1 admin pds_system 32 Jul 11 04:53 datapump.pass
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-rw-rw-r--
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-rw-r--r-- 1 admin pds_system 32 Jul 11 04:53 reporter.pass
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-rw-r--r-- 1 admin pds_system 32 Jul 11 04:53 statspump.pass
1 admin pds_system 32 Jul 11 04:53 dsc.pass
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Auditor Role Auditor is a new role added for CTO security requirements. You can add users of the role auditor using 'createop'. As the name suggests, Auditor will enable users to monitor system information such as bad logins and job operations such as job settings during run-time. Auditor is accessed from the Administrator Main Menu
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LDAP Avaya Proactive Contact 4.0 uses a standard protocol called LDAP (Lightweight Directory Access Protocol) to look up information from the system’s servers. WHY IS IT NEEDED??? The version used is openldap-2.3.37. Database Berkeley db version 4.5.20. EXPLANATION NEEDED> Installing LDAP is quite simple, and the process is described in Administering Avaya Proactive Contact. Here are the main steps: 1. Check that the following entry is present in /etc/hosts file
– 127.0.0.1
localhost
2. Check following entry is present in /etc/hosts.allow file
– slapd = ip of that machine 3. Run one script:
– LdapServerInstaller.sh on primary dialer – LdapClientInstaller.sh on secondary dialer 2.1.1
e.g LdapServerInstaller.sh –D avaya
Configuring LDAP in Proactive Contact 4.0 is also quite simple. LDAP Configuration(Server)
Set LDAP=YES in master.cfg
Run authconfig
LDAP Configuration(Client)
Set LDAP=YES in master.cfg
Run authconfig
Troubleshooting LDAP
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Check that slapd is running or not.
Installation related logs can be found in /tmp/ldap_err file
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Enterprise licensing Proactive Contact 4.0 licenses are now acquired from Avaya WebLM Server, rather than being defined manually in the master.cfg file. Avaya WebLM is a Web-based license manager application designed to support Avaya software products that require licensing. WebLM can be resident on a separate server, or can be co-resident on the Proactive Contact 4.0 server. The license file is generated by Remote Feature Activation (RFA), an Avaya Web system that you will use to create Avaya License Files. These files will be used to activate software including features, capacities, releases and offer categories. RFA also creates Authentication Files for secure Avaya Global Services logins for Communication Manager Systems. Documentation on RFA’s use is in the form of a Job Aid. This document is located at http://support.avaya.com.
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Installation Preparation Avaya has supplied documentation that provides step-by-step instructions for installing, configuring, and operating your Proactive Contact system, including: ● ● ● ● ●
Planning Guide Implementation Guide Administering Proactive Contact 4.0 Supervisor User Guide Release Notes
Installation Process 1. Install server operating system (Red Hat Enterprise Linux) 2. Install Proactive Contact 4.0 Application 3. Install WebLM (optional) 4. Install Supervisor Application 5. Install Proactive Contact Agent (4.0) 6. Install AES (optional)
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Configuration Configuring PG230 There is no change in the means of configuring the PG230 in Proactive Contact 4.0. However, PC 4 does provide a new tool that polls the PG230 and creates dgswitch.cfg
Configuring Proactive Contact 4.0 Basic/minimum configuration of Proactive Contact 4.0 requires the following command line file changes: master.cfg
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DBSERVERIP IP address of Dialer DIALERID Dialer ID number desired, typically 1 NAMESERVICEHOST Name of machine that hosts the Dialer from /etc/hosts PRIMARY YES WEBLMURL The URL of the license server, WEBLM, for instance:
http,//(IP Address or Hostname),8080/WebLM/LicenseServer dgswitch Manage Corba users Configure LDAP (if Pod) NFS Config, Switch and Internet Monitor (if used)
Beyond these basics, configuration will vary depending on the customer’s deployment option and hardware. The Proactive Contact 4.0 Implementation Guide provides stepby-step instructions for various configuration options.
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Preconfigured Features Proactive Contact 4.0 is provided with most system features preinstalled and/or preconfigured, as listed below. In earlier versions, most of these features had to be installed individually. Feature
Installed by default
ANI/DNIS Pop Agent Job List Agent Owned Recall AutoWrap Batch Campaign Update Realtime Campaign Update
Yes No Yes Yes Yes Yes
Do Not Call Predictive Blend Inbound Infinite Job Internet Monitor
Yes No Yes Yes No
Ofcom
Yes
Sales Verification Native Voice & Data Transfer Virtual Agent
Yes Yes
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Comments
Not compatible with Agent Blending
The configuration will be simplified to the extent possible, but full configuration requires customer dependent information. This feature is appropriate for UK only, but will be installed by default.
Yes
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Supervisor All configurations of Avaya Proactive Contact 4.0 use the same robust Avaya Proactive Contact core predictive dialing application and the same client suite called Avaya Proactive Contact Supervisor. The Supervisor application suite includes Monitor, Editor, Analyst, and a Health Manager application designed to help you monitor and administer system functions. Changes were also made to provide a more robust, simplified version of the existing feature set, as well as simplified configuration and installation of the system. Powerful tools such as Hierarchy Manager and Completion Code Manager continue to be supported. The enhancements to Supervisor are described below. For additional information, consult the documentation (Avaya Proactive Contact, Release 4.0, Using Avaya Proactive Contact Supervisor.) Calling list management New calling list management features within Supervisor enable you to quickly add, change, or delete calling lists to meet the changing needs of your contact center. (These features that were previously offered in PDS Administration Manager and through Avaya service requests.) These new features include: ● ● ● ● ● ●
Calling list “staging” Import wizard Export wizard Field transformation definition Feature configuration Conversion sampling
Scheduling You can now define and manage scheduled tasks using the Supervisor Editor Schedule feature. It provides an Microsoft Outlook look and feel interface for scheduling activities such as record selections, jobs, and host downloads and uploads. Record specific messaging Supervisor now provides an easy to use interface for setting up recorded messages that are specific to each customer. Completion code management New tools within Supervisor allow you to add, change, and delete completion codes. Agent keys management New tools within Supervisor allow you to set up agent keys for use in Avaya Proactive Contact Agent applications.
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Health Manager enhancements The health and monitoring application was a new addition to the Proactive Contact 3.0 Supervisor Suite. It allows you to self-diagnose system issues and quickly recover and to communicate service outages using alerts. This application replaces the snapshot command-line view of system service health and scripted service activation (of PDS V12) with a real-time user interface. Analyst enhancements Analyst is a powerful query, reporting, and analysis tool for the Avaya Proactive Contact System and is a part of Proactive Contact Supervisor Suite. Its main functions are: ● ● ●
Generate adhoc reporting Generate consolidated reporting for multiple Avaya systems Provide longer-term storage of data
The Analyst application in Avaya Proactive Contact 4.0 includes several enhancements and additions to the set of reports delivered with the product: ● Four new quality reports are added: - Job Quality Summary - Time of Day Quality Summary - Job Monthly Quality Summary - Time of Day Monthly Quality Summary ●
Four new non-contact and error reports are added: - Job Non-contact and Error Summary - Time of Day Non-contact and Error Summary - Job Monthly Non-contact and Error Summary - Time of Day Monthly Non-contact and Error Summary
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A column for Records Selected is added to these reports: - Job Performance Summary - Time of Day Performance Summary - Job Monthly Performance Summary - Time of Day Monthly Performance Summary
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You use the Report Wizard to select the completion codes that are summarized on the Completion Code Summary reports. You no longer use the Completion Code Manager to select the completion codes.
For additional information, consult the documentation (Avaya Proactive Contact, Release 4.0, Using Analyst.) Feature activation Key features now come preconfigured on the system, shortening the configuration and installation time.
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Language support Avaya Proactive Contact 4.0 is available in the following languages in addition to US English: Chinese (Simplified), Japanese, Korean, Spanish, Portuguese (Brazil), German, Italian, French, and Russian.
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Backup and Restore Multiple backup and restore methods are provided for Avaya Proactive Contact 4.0. ● ● ● ● ●
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Local backup on DVD media DDS tape Backup a single system or an entire pod Backup over the secured network through any dialer in the pod or to a site’s host system System image option to replace MoImage: Mondo (To learn more: http://www.mondorescue.org)
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Deployment Options Avaya Proactive Contact 4.0 has four solutions configurations to provide flexibility. Each of the solution leverages the same software applications for administration, maintenance, reporting, and configuration. The connections to the public network, agents, and the external PBX differ from each other. ● ● ● ●
Avaya Proactive Contact 4.0 CTI (also known as the soft dialer) which uses Avaya AES to dial out and receive calls Avaya Proactive Contact 4.0 Large Cabinet (also known as the hard dialer) Avaya Proactive Contact 4.0 PG230 (also known as the hard dialer) Avaya Proactive Contact 4.0 Virtual Agent (with Avaya Self Service)
Linux and a new Intel compatible server platform enable Avaya to offer native features that address availability and fault tolerance. Each solution includes the following software: ● ● ● ● ● ● ● ●
Avaya Proactive Contact 4.0 SRK Avaya Proactive Contact Agent 4.0 Srk4.0 SRK Avaya Proactive Contact SDK 4.0 SRK Avaya Proactive Contact Agent API 4.0 SDK 4.0 SRK Linux ES 4.0 Bootable for HP Dl 385G2 Avaya Proactive Contact Database 4.0 SRK - Oracle Database 10G Enterprise Edition Release 10.2.0.1.0 Avaya Blank Media Kit Avaya Proactive Contact SUPV/IM 4.0 SRK
CTI solution The Avaya Proactive Contact CTI-based dialer is a software-only solution which runs on the HP DL385 G2 CPU. There is, however, additional hardware required to complete the solution. This solution includes the following hardware components: ● ● ● ● ● ●
CPU: HP DL385 G2 (Customers can procure it on their own or can order them through Avaya) Avaya Application Enablement Services 3.1 or later Avaya Communication Manager 3.1 or later TN-744 Call Classifier Cards version “e” or later (required for predictive dialing) Maintenance modem Uninterruptible Power Supply (UPS)
The following additional components are also required and are customer-provided: ● ● ● ●
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Administrator console Agent workstation Supervisor workstation Printer
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The CTI based solution uses Avaya Communication Manager to place outbound calls, receive calls, perform call progress analysis and complete agent connections. ● ●
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Placing outbound calls Avaya Proactive Contact instructs the Avaya CM to place outbound calls as per the records in the campaign list(s). Call Progress Analysis The TN 744 card in Avaya CM performs the call classification. The Proactive Contact application then takes the appropriate action on that call – such as extending it to an agent, disconnecting it or leaving a pre-recorded messages etc. This card is required for the predictive calling. Agent connections Agents use the Avaya CM for connection in this configuration. Agent can be deployed using the entire suite of devices including digital sets, IP sets, IP Agent, IP Softphones, etc.
The diagram below shows the typical CTI deployment:
The systems can be deployed in a pod.
Large cabinet solution The Avaya Proactive Contact Large Cabinet or turn-key solution is the most popular and the most powerful solution at this time. When ordered, all hardware and software components are delivered as a complete package. Installation services charges are not included in the system pricing. The Avaya Proactive Contact Large Cabinet System consists of the following hardware:
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Digital Switch Subrack with the required cards such as ENBC card, ETDG card etc. Maintenance modem Access server LAN Switch
The following components are also required which are customer provided: ● ● ● ●
Agent and supervisor workstations Agent and supervisor headsets or telephones Administrator console Printer
The diagram below shows the typical large cabinet configuration:
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PG230 solution The Avaya Proactive Contact with PG230 or PG230 RM (Rack Mount) switch provides customer with an alternative to the full fledged Large Cabinet turn key solution. Customers wanted an alternative where they could buy the Avaya proprietary switch hardware and procure the non - proprietary on their own. Customers, however, have the option to procure non-proprietary components of the solution through Avaya as well. In addition to the PG230 or PG230 RM, provided by Avaya, this solution also requires the following components which are supplied by the customer: ● ● ● ● ● ● ●
Administrator console Maintenance modem Access server LAN Switch Agent and supervisor workstations Agent and supervisor headsets or telephones Printer
The diagram below shows the typical PG230 solution configuration:
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Virtual agent solution Virtual agent offer combines the Avaya Proactive Contact solution and the Self Service solutions from Avaya. Both versions of PC 4.0 can work with the Avaya Self Service solution to provide the virtual agent based solution. Businesses can deploy virtual agents innovatively to provide a superior service at a lower cost. Avaya professional services can implement this integration. The diagram below shows the typical virtual agent non-CTI configuration:
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The diagram below shows the typical virtual agent CTI configuration:
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Proactive Contact 4.0 Migration Options A migration script is provided with Proactive Contact 4.0 to facilitate the upgrade from earlier versions. Major features of the migration script include the following. ●
Prepares calllistapp.tbl from calllist.tbl –
The calllist.tbl file is used by the Editor module of Supervisor to determine the available calling lists on Avaya Proactive Contact 3.0
calllistapp.tbl file is used by the Editor module of Supervisor to determine the available calling lists on Avaya Proactive Contact 4.0 Prepares configuration files needed for PC4.0, such as *.dnld, *.upld from various configuration files found in config, tape, tool directory of PC3.0 Identifies various features that are enabled/disabled for particular lists in PC3.0 and sets the corresponding parameters in PC4.0. Modifies existing agentkey.tbl for PC4.0 Creates Inbound Application. Logs various error success and failure in /tmp/mig_log Creates tar PC3toPC4.tar of all the application created from calllistapp.tbl In HPUX system, it creates application in $VOICEDIR/staging/inprogress/listcfg directory Creates calllistapp.tbl and agentkey_PC4.tbl configuration file for PC4.0 –
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Running the Migration script ●
Start script with start_mig –n
NOTE: Run only on HPUX OS; gives error on Linux OS, i.e PC4.0 Things to do in Linux (PC4.0) dialer: ● ●
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Ftp and Un tar PC3toPC4.tar in PC4.0. Create calllistapp.tbl and agentkey_PC4.tbl file for PC4.0, move these files to respective directory or copy the content of these files to already existing callistapp.tbl and agentkey_PC4.tbl.
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List Migration The following files are migrated from PC3.0. Using these files, the migration script prepares various configuration files needed for PC4.0.
/opt/avaya/pds/config: updt_list#.prep list#.dnld list#.prep list#.rd_tape list#.upld list#.wt_tape list#_dl.xfr list#_ul.xfr
/opt/avaya/pds/tape hg_in#.conf hg_out#.conf lt_in#.dict lt_out#.dict hg_in#.conf.bl hg_out#.conf.bl lt_in#.dict.cfg lt_out#.dict.cfg
/opt/avaya/pds/lists – Inbnd#.fdict
/opt/avaya/pds/lists app_list#.dnld app_list#.prep app_list#.rd_tap
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Directory Structure Created by Migration Script
Inprogress Directory
list1.app
list#.app
list2.app
list1.fdict list1.dnld list1.upld list1_dn.dict list1_up.dict latelist1.fdict
List#.fdict list#.dnld list#.upld list#_dn.dict list#_up.dict latelist#.fdict
list2.fdict list2.dnld list2.upld list2_dn.dict list2_up.dict latelist2.fdict
File Migration From PC3.0 to PC4.0 Files Migrated from PC3.0 to PC4.0 PC 3.0 hg_in#.conf list#.prep list#.rd_tape ist#_dl.xfr
hg_out#.conf ist#.wt_tape list#_ul.xfr
latelist#.fdict
lt_in#.dict
lt_out#.dict
list#.fdict
list#.dnld
list#.upld
latelist#.fdict
list#_dn.dict
list#_up.dict
list#.fdict
In PC 4.0 Files created in /opt/avaya/pds/staging/inprogress/listcfg/list#.app
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Inbound Application Migration
/opt/avaya/pds/lists/Inbnd#.fdict
/opt/avaya/pds/staging/ inprogress/listcfg/Inbnd#.app/ Inbnd#.fdict
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PC 3.0
PC 4.0
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DATABASE MIGRATION PROCESS When migrating from PDS12 database (Oracle8i)/PC 3 database (Oracle 10g ) to PC4 database (Oracle 10g), first make sure that the Proactive Contact system is not running, meaning no dialer or midtier operations are in progress and no database clients are connected to either databases. All database operations are performed by the Oracle user. Data export is done with exp tool on Oracle8i (on PDS 12) or Oracle 10g (PC 3) Data import is done with imp tool on Oracle10g.
Operations required for Database Migration Data Export On the PDS12 system: NOTE: Before beginning migration, verify that Patch PDS12_733 has been installed on the PDS12 system. This is required. Verify the following files exist in /home/oracle/migration. ???THIS IS LISTED AS THE FIRST STEP IN THE KT PPT, BUT NO FILES ARE LISTED????
Login as 'admin'
Shutdown Dialer
Make sure the Database is running and nobody is connected
Export the schema from the Database: $ cd /home/oracle/migration $ ./export_pds12db.sh [ export_dir ]
Package the exported dump files: $ cd /opt/oracle/tmp $ tar cvf exppds12db.tar db_hist_data.dmp db_rt_data.dmp $ compress exppds12db.tar
Export the schema from the Database: $ cd /home/oracle/migration $ ./export_pds12db.sh [ export_dir ]
Package the exported dump files: $ cd /opt/oracle/tmp# or export_dir if specified $ tar cvf exppds12db.tar db_hist_data.dmp db_rt_data.dmp $ compress exppds12db.tar
Logout as 'oracle'
Copy the files to the linux box scp exppds12db.tar.Z admin@linux_box_ip:/opt/dbase/tmp.
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DATA IMPORT AND DATA TRANSFORMATIONS On PC4.0 System
Login as 'admin'
Shutdown Dialer, shutdown MidTier $ stop_pds; stop_mts
Make sure the Database is running and nobody is connected: –
$ stop_db; start_db
OPTIONAL: update the '$VOICEDIR/config/compcode.cfg' with the definitions from the PDS12 system
Logout as 'admin' and login as 'oracle'
Go to the dir where export files are located $ cd /opt/dbase/tmp
# or different import_dir if necessary
Unpackage the exported data: $ uncompress exppds12db.tar.Z $ tar xvf exppds12db.tar
Set the ORACLE_HOME environment variable $ export ORACLE_HOME=/opt/dbase/OraHome1
Run the migration: 2.1.2 $ cd /home/oracle/migration $ ./preimportdb.sh $ ./importdb.sh [ import_dir ] $ ./postimportdb.sh
Scan the generated logs:'preimportdb.log','importdb.log','postimportdb.log' for errors to see if all went well: $ grep 'ORA-' preimportdb.log importdb.log postimportdb.log | grep -v 'preimportdb.log:ORA-01918:'
Logout as 'oracle'
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Troubleshooting PC 4.0 Where to look for information Log files in /opt/avaya/pds/account ● ● ● ● ● ● ● ●
Proactive Contact account information (account.$DATE) ACD Log Information (acd_log.$DATE) Switch Log (switch_log.$DATE) sqlnet.log soe_log enserver.log evmon.log hdsc.dbg
Network Tools / Commands ●
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netstat - Display connections, routing tables, stats etc ● List externally connected processes: netstat -punta ● List all connected processes: netstat -nap ● Show network statistics: netstat -s ● Kernel interface table info: netstat -a -i eth0 arp - Displays or modifies the IP to physical address translation tables hostname - displays the name of the current host ipconfig - displays information about the current TCP/IP configuration ping - checks if a destination host is receiving TCP/IP packets route - maintains and displays routing tables traceroute - displays the route packets take to a destination host ip addr list dev eth0 ip addr list dev eth0
System Tools / Commands ● ● ● ● ● ● ● ● ● ● ● ● ●
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free - Show system memory availability and usage df - Show the amount of disk free space on each mounted filesystem. du - Show disk usage lspci - List PCI devices pnpdump - Lists ISA PNP device resource information. vmstat - Reports virtual memory statistics. env - List the current environment variables. printenv - Print a copy of the environment. set - Shows how the environment is set up. This command can be very useful when debugging the environment. runlevel - List the current and previous runlevel. uname - Print system information. In my case, it prints "Linux". dmesg - Show the last kernel messages printed during the last boot. less - Like "more" in unix - linux also provides "less" - advantage of using this is that u can scroll upwards also using this command
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ipcs - Lists "shared mem segments", "Semaphores" & "Message Queues" being used in the system. Can be used for debugging purposes within PCS
System Processes/Process Information ●
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ps -ef (usually “greping” for a specific process)- prints information about selected processes. Use options to specify which processes to select and what information to print about them. top (usually “nice top”) - displays the top processes on the system and periodically updates the information. Raw CPU percentage is used to rank the processes.
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Serviceability changes Warranty All Avaya Proactive Contact hardware carries a warranty of 1 year and all software carries a warranty of 90 days from the day of installation. If a product does not operate in accordance with the product documentation during the warranty period, the customer must promptly notify Avaya. Avaya, at its discretion, will either repair or replace that product without charge. The customer has the right, as their exclusive remedy, to return that product for a refund of the purchase price or license fee if Avaya is unable to repair or replace the product. The warranty period shall begin on the date that Avaya notifies the customer that the products are installed and are in good working order. The system maintenance fee is not started until the warranty expires. Refer to the warranty contract for the complete terms, conditions, and limitations. Post-warranty software support Avaya Proactive Contact 4.0 will follow the new Software Support/ Software Support + Upgrade (SS/ SS+U) model for providing the post warranty maintenance support. Under this model, software support is mandatory at the time of purchase. Followings are the major benefits of SS/ SS+U maintenance offer. For additional detail, please contact the service offer manager. ● ● ● ● ● ●
Investment protection Upgrade cost under the SS+U model less than even the stand alone single release upgrade cost Predictable cost of upgrade No capital budgeting required! The hardware and the software support decoupled Benefit begins on day 1
The Software Support offer includes: ● ● ● ● ●
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Increased coverage to 24 x 7 for major troubles Access to Software Service Packs and minor release updates Ticket creation and status updates via Avaya’s Self Help Web Site Remote telephone assistance from Avaya includes isolation/resolution, including troubleshooting and assistance Access to technical documentation and the new InSite Knowledge Management Tool for self service, proven diagnostic troubleshooting techniques (watch for forth coming announcements) Help Line Support
Software Support plus Upgrade offer includes: ● ●
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Software support offer terms as explained above Upgrades to major releases along with the benefits of Warranty and Software Support
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All benefits available under warranty are available under the hardware support.
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