aic 7.3 installation planning and prerequisites
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Avaya Interaction CenterRelease 7.3Installation Planning and Prerequisites
March 2012
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2012 Avaya Inc. All Rights Reserved.
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Installation Planning and Prerequisites March 2012 3
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Chapter 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Internationalization and localization support . . . . . . . . . . . . . . . . . . . . 17
Supported languages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Limitations on support for Traditional Chinese . . . . . . . . . . . . . . . . . 18
Limitations on support for Thai. . . . . . . . . . . . . . . . . . . . . . . . . . 19
Limitations on localization and internationalization support with Citrix. . . . 19
Interaction Center Readme . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Interaction Center documentation . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Interaction Center components. . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Interaction Center core servers. . . . . . . . . . . . . . . . . . . . . . . . . . 20
Interaction Center Design & Administration Tools . . . . . . . . . . . . . . . 21
Agent interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Avaya Computer Telephony for IC . . . . . . . . . . . . . . . . . . . . . . . . 23
Web Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Avaya Email Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Avaya Business Advocate for Interaction Center . . . . . . . . . . . . . . . . 24
Avaya Content Analyzer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Interaction Center Client Software Development Kit . . . . . . . . . . . . . . 25
Interaction Center for Siebel . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Unsupported features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Avaya Operational Analyst . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Security for Interaction Center accounts . . . . . . . . . . . . . . . . . . . . . . 29
Interaction Center implementation roles . . . . . . . . . . . . . . . . . . . . . . . 29
Chapter 2: Required software components . . . . . . . . . . . . . . . . . . . . . . . 33
About the supported versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Exceptions to supported operating systems . . . . . . . . . . . . . . . . . . . . 34
Required software for Interaction Center servers . . . . . . . . . . . . . . . . . . 35
Required software for Interaction Center databases . . . . . . . . . . . . . . . . 36Required Interaction Center databases . . . . . . . . . . . . . . . . . . . . . 36
Optional Interaction Center databases . . . . . . . . . . . . . . . . . . . . . . 37
Prerequisites for the databases . . . . . . . . . . . . . . . . . . . . . . . . . 37
Required software for Telephony . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Contents
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Telephony servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Prerequisites for Telephony servers . . . . . . . . . . . . . . . . . . . . . . . 39
Required software for Web Management . . . . . . . . . . . . . . . . . . . . . . 41
Web Management servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Prerequisites for Web Management servers . . . . . . . . . . . . . . . . . . . 43
Required software for Email Management and Content Analyzer . . . . . . . . . 44Email Management servers and Content Analyzer servers. . . . . . . . . . . 44
Prerequisites for Email Management servers and Content Analyzer servers . 45
Required software for Business Advocate. . . . . . . . . . . . . . . . . . . . . . 46
Business Advocate servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Prerequisites for Business Advocate servers . . . . . . . . . . . . . . . . . . 47
Required software for the Interaction Center Client SDK. . . . . . . . . . . . . . 50
Required software for Interaction Center for Siebel. . . . . . . . . . . . . . . . . 50
Required software for Design & Administration Tools . . . . . . . . . . . . . . . 51
Required software for agent applications . . . . . . . . . . . . . . . . . . . . . . 51
Prerequisites for Avaya Agent . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Requirements for Avaya Agent Web Client . . . . . . . . . . . . . . . . . . . 53
Prerequisites for agent desktop applications on Citrix . . . . . . . . . . . . . 55
Required software for customers of Web Management. . . . . . . . . . . . . . . 55
Upgrading Daylight Saving Time (DST) patches. . . . . . . . . . . . . . . . . . . 56
Chapter 3: Guidelines for an Interaction Center deployment. . . . . . . . . . . . . . 57
Performance factors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Interaction Center components. . . . . . . . . . . . . . . . . . . . . . . . . . 58
Volume of contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Number of concurrent users . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Virus scan software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Network topology and configuration guidelines . . . . . . . . . . . . . . . . . . 60
Network security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Interaction Center communication protocol . . . . . . . . . . . . . . . . . . . 61
WAN and LAN connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Remote agents for Avaya Agent . . . . . . . . . . . . . . . . . . . . . . . . . 62
Multiple network interface cards . . . . . . . . . . . . . . . . . . . . . . . . . 65
Firewall guidelines for Avaya Agent . . . . . . . . . . . . . . . . . . . . . . . 66
Network and Firewall requirements for Avaya Agent Web Client . . . . . . . 67
Support for NAT and firewalls . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Database guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Interaction Center databases . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Interaction Center database performance guidelines . . . . . . . . . . . . . . 69
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Database table limitations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Time zone handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Methods for time zone handling . . . . . . . . . . . . . . . . . . . . . . . . . 70
Time zone methods used by Interaction Center components . . . . . . . . . 71
Time zone requirements for Web Scheduled Callback . . . . . . . . . . . . . 71
Interaction Center server guidelines . . . . . . . . . . . . . . . . . . . . . . . . . 71Server naming guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Server partitioning guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Web License Manager guidelines . . . . . . . . . . . . . . . . . . . . . . . . 74
Co-location of client applications with servers . . . . . . . . . . . . . . . . . 74
Time synchronization for servers . . . . . . . . . . . . . . . . . . . . . . . . 75
Server failure considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Interaction Center core server guidelines . . . . . . . . . . . . . . . . . . . . 76
Voice channel server guidelines . . . . . . . . . . . . . . . . . . . . . . . . . 81
Chat channel server guidelines. . . . . . . . . . . . . . . . . . . . . . . . . . 82
Email channel server guidelines . . . . . . . . . . . . . . . . . . . . . . . . . 83Business Advocate server guidelines . . . . . . . . . . . . . . . . . . . . . . 84
Web Scheduled Callback guidelines . . . . . . . . . . . . . . . . . . . . . . . 87
Interaction Center port assignments . . . . . . . . . . . . . . . . . . . . . . . . . 87
Guidelines for assigning ports . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Ports used by Interaction Center core components . . . . . . . . . . . . . . 90
Ports used by Business Advocate components. . . . . . . . . . . . . . . . . 95
Ports used by Avaya Agent Web Client . . . . . . . . . . . . . . . . . . . . . 95
Ports used by Client SDK and Web Services . . . . . . . . . . . . . . . . . . 96
Ports used by Siebel Integration . . . . . . . . . . . . . . . . . . . . . . . . . 97
Ports used by OA components . . . . . . . . . . . . . . . . . . . . . . . . . . 97Ports used by third party servers. . . . . . . . . . . . . . . . . . . . . . . . . 98
Ephemeral ports in Interaction Center and OA . . . . . . . . . . . . . . . . . . . 98
Limits implied by the ephemeral port range . . . . . . . . . . . . . . . . . . . 99
Traditional configuration of the ephemeral port range . . . . . . . . . . . . . 99
Firewalling the ephemeral port range . . . . . . . . . . . . . . . . . . . . . . 100
Changing the ephemeral port range . . . . . . . . . . . . . . . . . . . . . . . 100
OA server guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Event Collector server guidelines . . . . . . . . . . . . . . . . . . . . . . . . 104
Event Collector Bridge guidelines . . . . . . . . . . . . . . . . . . . . . . . . 106
Event Collector server failover guidelines . . . . . . . . . . . . . . . . . . . . 107OA reporting problems caused by incorrect server deployment. . . . . . . . . . 107
Agent fails over to an ADU server that is monitored by a different Event Collector server108
An agent fails over to an ADU server that is not monitored by an Event Collector server
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Two Event Collector servers monitor the same agent domains . . . . . . . . 108
Chapter 4: Interaction Center single site deployment scenarios. . . . . . . . . . . . 111
Adapting deployment scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Adding more servers and domains. . . . . . . . . . . . . . . . . . . . . . . . 112Adding more Tomcat servers for the Client SDK or Web Services . . . . . . 112
Including additional servers in a deployment . . . . . . . . . . . . . . . . . . 112
Co-locating servers on one computer . . . . . . . . . . . . . . . . . . . . . . 113
Deploying servers on multi-processor computers . . . . . . . . . . . . . . . 113
Items not shown in the deployment scenarios . . . . . . . . . . . . . . . . . . . 114
Scenario 1: Single site, voice only . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Scenario 1: Deployment overview . . . . . . . . . . . . . . . . . . . . . . . . 114
Scenario 1: Interaction Center domain overview . . . . . . . . . . . . . . . . 115
Scenario 1: Partitioning of servers . . . . . . . . . . . . . . . . . . . . . . . . 116
Scenario 1: Failover strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . 117Scenario 2: Business Advocate for single site, voice only . . . . . . . . . . . . . 120
Scenario 2: Deployment overview . . . . . . . . . . . . . . . . . . . . . . . . 120
Scenario 2: Interaction Center domain overview . . . . . . . . . . . . . . . . 121
Scenario 2: Partitioning of Business Advocate servers . . . . . . . . . . . . 122
Scenario 2: Failover strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Scenario 3: Business Advocate for single site, high volume voice . . . . . . . . 124
Scenario 3: Deployment overview . . . . . . . . . . . . . . . . . . . . . . . . 124
Scenario 3: Interaction Center domain overview . . . . . . . . . . . . . . . . 125
Scenario 3: Partitioning of Business Advocate servers . . . . . . . . . . . . 126
Scenario 3: Failover strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . 127Scenario 4: Single site, multi-channel . . . . . . . . . . . . . . . . . . . . . . . . 128
Scenario 4: Deployment overview . . . . . . . . . . . . . . . . . . . . . . . . 128
Scenario 4: Interaction Center domain overview . . . . . . . . . . . . . . . . 129
Scenario 4: Partitioning of servers . . . . . . . . . . . . . . . . . . . . . . . . 131
Scenario 4: Failover strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Scenario 5: Single site, multi-channel with high volume voice. . . . . . . . . . . 136
Scenario 5: Deployment overview . . . . . . . . . . . . . . . . . . . . . . . . 136
Scenario 5: Interaction Center domain overview . . . . . . . . . . . . . . . . 137
Scenario 5: Partitioning of servers . . . . . . . . . . . . . . . . . . . . . . . . 138
Scenario 5: Failover strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . 140Scenario 6: Business Advocate for single site, multi-channel . . . . . . . . . . . 144
Scenario 6: Deployment overview . . . . . . . . . . . . . . . . . . . . . . . . 145
Scenario 6: Interaction Center domain overview . . . . . . . . . . . . . . . . 145
Scenario 6: Partitioning of Business Advocate servers . . . . . . . . . . . . 147
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Scenario 6: Failover strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Scenario 7: Single site, chat and email only . . . . . . . . . . . . . . . . . . . . . 149
Scenario 7: Deployment overview . . . . . . . . . . . . . . . . . . . . . . . . 149
Scenario 7: Interaction Center domain overview . . . . . . . . . . . . . . . . 150
Scenario 7: Partitioning of servers . . . . . . . . . . . . . . . . . . . . . . . . 151
Scenario 7: Failover strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Chapter 5: Interaction Center multi-site deployment scenarios . . . . . . . . . . . . 155
Scenario 8: Two sites, voice only. . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Scenario 8: Deployment overview . . . . . . . . . . . . . . . . . . . . . . . . 156
Scenario 8: Interaction Center domain overview . . . . . . . . . . . . . . . . 157
Scenario 8: Site overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Scenario 8: Partitioning of Interaction Center servers . . . . . . . . . . . . . 158
Scenario 8: Failover strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Scenario 9: Two sites, multi-channel. . . . . . . . . . . . . . . . . . . . . . . . . 165
Scenario 9: Deployment overview . . . . . . . . . . . . . . . . . . . . . . . . 166Scenario 9: Interaction Center domain overview . . . . . . . . . . . . . . . . 167
Scenario 9: Site overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Scenario 9: Partitioning of servers . . . . . . . . . . . . . . . . . . . . . . . . 168
Scenario 9: Failover strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Scenario 10: Single instance Business Advocate for two sites, multi-channel . . 177
Scenario 10: Deployment overview. . . . . . . . . . . . . . . . . . . . . . . . 178
Scenario 10: Interaction Center domain overview. . . . . . . . . . . . . . . . 179
Scenario 10: Site overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Scenario 10: Partitioning of Business Advocate servers . . . . . . . . . . . . 180
Scenario 10: Failover strategy for Business Advocate domains . . . . . . . . 183Scenario 11: Multi-instance Business Advocate for two sites, multi-channel. . . 184
Scenario 11: Deployment overview. . . . . . . . . . . . . . . . . . . . . . . . 185
Scenario 11: Interaction Center domain overview. . . . . . . . . . . . . . . . 186
Scenario 11: Site overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Scenario 11: Partitioning of Business Advocate servers . . . . . . . . . . . . 187
Scenario 11: Failover strategy for Business Advocate domains . . . . . . . . 190
Scenario 13: Two sites, multi-channel, data center . . . . . . . . . . . . . . . . . 192
Scenario 13: Deployment overview. . . . . . . . . . . . . . . . . . . . . . . . 193
Scenario 13: Interaction Center domain overview. . . . . . . . . . . . . . . . 194
Scenario 13: Site overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194Scenario 13: Partitioning of servers . . . . . . . . . . . . . . . . . . . . . . . 194
Scenario 13: Failover strategy . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Scenario 14: Business Advocate for two sites, multi-channel, data center . . . . 202
Scenario 14: Deployment overview. . . . . . . . . . . . . . . . . . . . . . . . 203
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Scenario 14: Interaction Center domain overview. . . . . . . . . . . . . . . . 204
Scenario 14: Site overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Scenario 14: Partitioning of servers . . . . . . . . . . . . . . . . . . . . . . . 205
Scenario 14: Failover strategy . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Chapter 6: Avaya Agent Web Client server deployment scenarios . . . . . . . . . . 209
Avaya Agent Web Client deployment guidelines . . . . . . . . . . . . . . . . . . 210
Agent configuration guidelines. . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
Overview of deployment scenarios. . . . . . . . . . . . . . . . . . . . . . . . . . 212
Basic deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Overview of a basic deployment . . . . . . . . . . . . . . . . . . . . . . . . . 212
Overview of network structure for a basic deployment . . . . . . . . . . . . . 213
Load balancing deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Overview of a Load balancing deployment . . . . . . . . . . . . . . . . . . . 214
Benefits of a Load balancing deployment . . . . . . . . . . . . . . . . . . . . 214
Overview of network structure for a Load balancing deployment . . . . . . . 215Multi-site deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
Overview of multi-site deployment . . . . . . . . . . . . . . . . . . . . . . . . 216
Benefits of a multi-site deployment . . . . . . . . . . . . . . . . . . . . . . . 216
Overview of network structure for a multi-site deployment . . . . . . . . . . 217
Chapter 7: Interaction Center hardware requirements . . . . . . . . . . . . . . . . . 219
Hardware requirements for deploying Interaction Center . . . . . . . . . . . . . 219
Hardware guidelines for Interaction Center servers . . . . . . . . . . . . . . . . 220
Hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Server distribution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221Server failover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Server speed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Server configuration impact . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Disk space for Interaction Center servers . . . . . . . . . . . . . . . . . . . . 222
Disk space for server log files . . . . . . . . . . . . . . . . . . . . . . . . . . 222
Validation of Hardware configuration . . . . . . . . . . . . . . . . . . . . . . 222
IBM Logical Partition (LPAR) technology . . . . . . . . . . . . . . . . . . . . 222
Hardware requirements for Design & Administration Tools . . . . . . . . . . . . 223
Hardware requirements for IC servers . . . . . . . . . . . . . . . . . . . . . . . . 223
Required hardware for Avaya Agent WebConnector / SDK. . . . . . . . . . . . . 224
Required hardware for agent workstations . . . . . . . . . . . . . . . . . . . . . 224
Required hardware for the Avaya Agent interface . . . . . . . . . . . . . . . 225
Required hardware for the Avaya Agent Web Client interface . . . . . . . . . 225
Required hardware for IVChat . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
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Chapter 8: Interaction Center licensing . . . . . . . . . . . . . . . . . . . . . . . . . 227
Prerequisites for license files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
Identifying a physical address . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
Identifying a physical address for license files . . . . . . . . . . . . . . . . . 228
Identifying a physical address in Windows . . . . . . . . . . . . . . . . . . . 229
Identifying a physical address on Oracle Solaris . . . . . . . . . . . . . . . . 229Identifying a physical address on AIX . . . . . . . . . . . . . . . . . . . . . . 229
Requesting a license file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Updating a license file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Requesting a replacement license file . . . . . . . . . . . . . . . . . . . . . . . . 232
Troubleshooting IC License Server using extra TotalAgents license when agent is configuredfor all media channels in multi-domain, multi-License Server environment . . . 233
Chapter 9: Supported operating systems . . . . . . . . . . . . . . . . . . . . . . . . 235
Regional settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
Microsoft Windows 2008 Server R2 . . . . . . . . . . . . . . . . . . . . . . . . . 235
Prerequisites for Windows 2008 Server R2 . . . . . . . . . . . . . . . . . . . 236
Microsoft Windows based desktop operating system . . . . . . . . . . . . . . . 237
Setting up Windows 7 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
Setting up Windows Vista . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
Setting up Windows XP Professional . . . . . . . . . . . . . . . . . . . . . . 238
Setting up Microsoft Internet Explorer . . . . . . . . . . . . . . . . . . . . . . 239
Security for Unix platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Oracle Solaris . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Browser requirements for Oracle Solaris . . . . . . . . . . . . . . . . . . . . 242
Disk space requirements for Oracle Solaris . . . . . . . . . . . . . . . . . . . 242
Configuration requirements for Oracle Solaris . . . . . . . . . . . . . . . . . 243
User accounts for Oracle Solaris . . . . . . . . . . . . . . . . . . . . . . . . . 245
IBM AIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Browser requirements for AIX . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Disk space requirements for AIX . . . . . . . . . . . . . . . . . . . . . . . . . 246
Installing required locales. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Configuration requirements for AIX . . . . . . . . . . . . . . . . . . . . . . . 247
User accounts for AIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Citrix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Deployment of Interaction Center components in a Citrix environment. . . . 250
Location of Interaction Center components . . . . . . . . . . . . . . . . . . . 250
Multiple configurations of agent desktop applications . . . . . . . . . . . . . 251
Interaction Center components supported in Citrix. . . . . . . . . . . . . . . 251
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Interaction Center support for publishing applications in Citrix . . . . . . . . 251
Limitations on support for Citrix . . . . . . . . . . . . . . . . . . . . . . . . . 251
Licensing for Interaction Center in Citrix . . . . . . . . . . . . . . . . . . . . 252
Citrix Web interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Citrix client interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
Limitations of integration with Citrix . . . . . . . . . . . . . . . . . . . . . . . 254
Chapter 10: Network configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Enabling TCP/IP networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Verifying DNS resolution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Verifying DNS resolution in Windows . . . . . . . . . . . . . . . . . . . . . . 258
Verifying DNS resolution on Oracle Solaris and AIX . . . . . . . . . . . . . . 259
Troubleshooting an unresolved DNS entry . . . . . . . . . . . . . . . . . . . 260
Chapter 11: Supported database management systems . . . . . . . . . . . . . . . . 261
About Interaction Center databases . . . . . . . . . . . . . . . . . . . . . . . . . 262
Mixed operating system combinations. . . . . . . . . . . . . . . . . . . . . . . . 262
Exceptions to supported database management systems . . . . . . . . . . . . . 262
Requirements for database login . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Installing database servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Installing database client software . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Location for database clients . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
Requirements for database clients . . . . . . . . . . . . . . . . . . . . . . . . 265
Configuring binary sort order for Web Management . . . . . . . . . . . . . . . . 266
Microsoft SQL Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Installing SQL Server 2008 R2 . . . . . . . . . . . . . . . . . . . . . . . . . . 267Installing the SQL Server 2008 R2 client . . . . . . . . . . . . . . . . . . . . . 268
Recommended configuration for SQL Server . . . . . . . . . . . . . . . . . . 268
Oracle. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Required version mode for Oracle Client . . . . . . . . . . . . . . . . . . . . 269
Required patches for an Oracle database . . . . . . . . . . . . . . . . . . . . 270
Installing Oracle Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
Installing Oracle Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Setting Oracle client and server configuration parameters. . . . . . . . . . . 274
IBM DB2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Supported versions of DB2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Required version mode for IBM DB2 Client . . . . . . . . . . . . . . . . . . . 275
Location of IBM DB2 Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
Configuring IBM DB2 server for Interaction Center . . . . . . . . . . . . . . . 276
Installing IBM DB2 Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
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Configuring IBM DB2 client for Interaction Center . . . . . . . . . . . . . . . 277
Troubleshooting DB2 SQL1131N DARI error for IBM DB 9.5 on AIX 6.1 . . . . 278
Chapter 12: Supported Telephony switches and software . . . . . . . . . . . . . . . 279
Exceptions for Telephony software and switches. . . . . . . . . . . . . . . . . . 279
Avaya Communication Manager products . . . . . . . . . . . . . . . . . . . . . . 279Supported components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Requirements for Avaya Communication Manager products . . . . . . . . . 280
Downloading the Avaya Aura Application Enablement Services - CVLAN client281
Aspect CallCenter switches. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Supported components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Requirements for Aspect CallCenter switches . . . . . . . . . . . . . . . . . 282
Cisco IP contact center switches . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
Cisco IPCC Architecture components . . . . . . . . . . . . . . . . . . . . . . 283
Supported components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
Requirements for Cisco IP Call Center switches . . . . . . . . . . . . . . . . 285SIP TS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
Supported platforms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
Supported Telephony switches. . . . . . . . . . . . . . . . . . . . . . . . . . 286
Supported SIP phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
Supported SBC for SIPTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
Supported SES for SIPTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
Required software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
Interoperability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
Interactive Voice Response integration with IC . . . . . . . . . . . . . . . . . . . 289
Chapter 13: Supported Web servers . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
Components that require a Web server . . . . . . . . . . . . . . . . . . . . . . . 291
Microsoft Internet Information Server . . . . . . . . . . . . . . . . . . . . . . . . 291
Security patches and hot fixes for Microsoft IIS. . . . . . . . . . . . . . . . . 292
Configuring MIME types for Microsoft IIS 7.5 . . . . . . . . . . . . . . . . . . 292
IIS 7.5 Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
Oracle iPlanet Web Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Supported versions of Oracle iPlanet Web server 7.0.13 . . . . . . . . . . . . 293
Oracle iPlanet 7 Web Server configuration parameters. . . . . . . . . . . . . 293
IBM HTTP Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294Supported version of IBM HTTP server . . . . . . . . . . . . . . . . . . . . . 295
Restriction on the deployment of IBM HTTP Server. . . . . . . . . . . . . . . 295
IBM HTTP Server configuration parameters . . . . . . . . . . . . . . . . . . . 295
Configuring Tomcat for Interaction Center Client SDK server and Web Services server
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(Optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296
Installation location for Tomcat. . . . . . . . . . . . . . . . . . . . . . . . . . 296
Default web application contexts . . . . . . . . . . . . . . . . . . . . . . . . . 296
Setting up load balancing or failover. . . . . . . . . . . . . . . . . . . . . . . 297
Using Jakarta Tomcat Connector to configure a stand-alone HTTP server with Tomcat297
Chapter 14: Supported email servers . . . . . . . . . . . . . . . . . . . . . . . . . . 299
Configuring SMTP and POP3 / IMAP4 servers. . . . . . . . . . . . . . . . . . . . 300
Configuring security certificates for TLS . . . . . . . . . . . . . . . . . . . . . . 302
Chapter 15: Business Advocate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
Exceptions to platform support for Business Advocate . . . . . . . . . . . . . . 303
Configuring Windows for Business Advocate. . . . . . . . . . . . . . . . . . . . 304
Business Advocate implementation modes . . . . . . . . . . . . . . . . . . . 304
Implementing Business Advocate in Workgroup mode . . . . . . . . . . . . 304
Implementing Business Advocate in Active Directory mode . . . . . . . . . . 305
Installing the Managing Message Queuing (MSMQ) service for Windows Server 2008 R2306
Configuring Windows for Thai (optional) . . . . . . . . . . . . . . . . . . . . 306
Creating a user to configure the BA tool. . . . . . . . . . . . . . . . . . . . . 307
Configuring SQL Server for Business Advocate . . . . . . . . . . . . . . . . . . 308
Creating a database for Business Advocate. . . . . . . . . . . . . . . . . . . 308
Configuring the SQL Server client . . . . . . . . . . . . . . . . . . . . . . . . 308
Configuring a user to run Business Advocate services . . . . . . . . . . . . 309
Configuring SQL Server for Thai (optional) . . . . . . . . . . . . . . . . . . . 310
Configuring Oracle for Business Advocate . . . . . . . . . . . . . . . . . . . . . 310
Location of Oracle components for Business Advocate . . . . . . . . . . . . 311
Creating tablespaces for the Business Advocate database . . . . . . . . . . 311
Creating Oracle users for Business Advocate. . . . . . . . . . . . . . . . . . 312
Installing the Oracle Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314
Completing the Net8 configuration. . . . . . . . . . . . . . . . . . . . . . . . 315
Chapter 16: Supported third party applications . . . . . . . . . . . . . . . . . . . . . 317
Adobe Acrobat Reader . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317
Compilers for Interaction Center Server SDK . . . . . . . . . . . . . . . . . . . . 318
Compilers for Interaction Center SDK Sample Clients . . . . . . . . . . . . . . . 319
Chapter 17: Server virtualization support . . . . . . . . . . . . . . . . . . . . . . . . 321
VMWare support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 322
VMware vSphere Host considerations . . . . . . . . . . . . . . . . . . . . . . 323
VMware Interaction Center Guest Operating Systems . . . . . . . . . . . . . 324
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Overview of commissioning Interaction Center with VMware . . . . . . . . . 325
Performance monitoring and management . . . . . . . . . . . . . . . . . . . 326
VMware Snapshot considerations . . . . . . . . . . . . . . . . . . . . . . . . 327
Time synchronization considerations . . . . . . . . . . . . . . . . . . . . . . 328
Troubleshooting VMware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328
Appendix A: Switch administration . . . . . . . . . . . . . . . . . . . . . . . . . . . 331
Avaya Communication Manager administration. . . . . . . . . . . . . . . . . . . 331
Configuration for IC 7.3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332
Best Services Routing (BSR) option . . . . . . . . . . . . . . . . . . . . . . . 332
Timed ACW. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332
Call vectoring adjunct routing request . . . . . . . . . . . . . . . . . . . . . . 333
Configuring AES server software. . . . . . . . . . . . . . . . . . . . . . . . . 340
Configuring redundant CTI links . . . . . . . . . . . . . . . . . . . . . . . . . 340
Configuring the switch in an ACD environment . . . . . . . . . . . . . . . . . 342
Service Observing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342
Call Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343
Universal Call ID (UCID) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345
Aspect CallCenter administration . . . . . . . . . . . . . . . . . . . . . . . . . . 346
Aspect server topology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346
Configure Aspect CallCenter for the TS . . . . . . . . . . . . . . . . . . . . . 347
Configure the Aspect CMI server . . . . . . . . . . . . . . . . . . . . . . . . . 350
Call control tables configuration . . . . . . . . . . . . . . . . . . . . . . . . . 351
TS mechanisms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357
Agent configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358
Configure Aspect CallCenter for the TSQS . . . . . . . . . . . . . . . . . . . 362
Aspect Reserved Subtypes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364
destbusy Destination Busy . . . . . . . . . . . . . . . . . . . . . . . . . . 366
gvxxxxxxxxxx Get One VDU Value . . . . . . . . . . . . . . . . . . . . . . 366
newtrans New Transaction . . . . . . . . . . . . . . . . . . . . . . . . . . 367
preptrans Prep Transaction . . . . . . . . . . . . . . . . . . . . . . . . . . 368
svxxxxxxxxxx Set One VDU Value . . . . . . . . . . . . . . . . . . . . . . 368
timeout Timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369
Cisco IP Call Center administration . . . . . . . . . . . . . . . . . . . . . . . . . 370
Configure the Cisco Components . . . . . . . . . . . . . . . . . . . . . . . . 370
Configure Application gateway in ICM Configuration Manager . . . . . . . . 370
Configure Cisco Unified Contact Center for the TSQS . . . . . . . . . . . . . 375
Appendix B: AES administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377
Avaya Aura Application Enablement Services administration . . . . . . . . . . 378
AES Configuration for IC 7.3 . . . . . . . . . . . . . . . . . . . . . . . . . . . 378
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Avaya Aura Application Enablement Services - CVLAN client Client installation 380
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381
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Preface
This section contains the following topics:l Purpose on page 15
l Audience on page 16
l Related documents on page 16
l Availability on page 16
Purpose
The purpose of this guide is to provide detailed information about the planning and third partysoftware required to deploy an Avaya Interaction Center, Release 7.3 system.
Deployment of an Interaction Center system is a complex task that requires careful planning.Before you can install and configure your Interaction Center system, review the information inthis manual to ensure that your system includes all necessary prerequisites.
This manual includes the following information to help you plan, install and configure anInteraction Center system:
l Deployment planning information, including sample deployment scenarios
l Minimum system requirements to install and run Interaction Center on the supported
Windows operating systems
l Minimum system requirements to install and run Interaction Center servers on thesupported Oracle Solaris operating systems
l Minimum system requirements to install and run Interaction Center servers on thesupported AIX operating systems
l Network configuration requirements for Interaction Center
l Supported hardware and software platforms for required third party applications
l Information on how to install and configure third party applications required by InteractionCenter
Note:Note: This is a Beta release document. The content is under review and might change.
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Audience
This guide is intended primarily for those who use Avaya Interaction Center (Interaction Center).You should use this guide as an information source for:
l Planning the deployment of an Interaction Center system.
l Installing and configuring required third party applications for an Interaction Center system.
Related documents
The following documents in the Interaction Center Release 7.3 documentation set are related tothe deployment and installation of an Interaction Center system:
l IC Installation and Configuration
l IC Readme
l OA Planning and Prerequisites
l OA Installation and Configuration
Availability
You can download the PDF file of this document from the Avaya support Web site, http://www.avaya.com/support.
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Chapter 1: Introduction
Avaya Interaction Center (Interaction Center) is a multimedia contact center solution thatprovides a blended channel management solution for voice, web, and email contacts.
Interaction Center combines server and client applications to allow enterprises to manageinformation. Interaction Center provides a single view of the customer, a single set of businessrules and workflows, and a single agent interface across all media.
Interaction Center can:
l Manage high volumes of customer contacts
l Support a broad range of communication channels
l Deliver consistent and integrated customer service
l
Capture, manage, and derive business value from all relevant customer informationThis section provides an overview of Interaction Center. This section includes the followingtopics:
l Internationalization and localization support on page 17
l Interaction Center Readme on page 19
l Interaction Center documentation on page 19
l Interaction Center components on page 20
l Unsupported features on page 28
l Avaya Operational Analyst on page 28
l Security for Interaction Center accounts on page 29
l Interaction Center implementation roles on page 29
Internationalization and localization support
This section describes the languages for which Interaction Center provides internationalizationand localization support and any limitations on that support. This section includes the following
topics:l Supported languages on page 18.
l Limitations on support for Traditional Chinese on page 18.
l Limitations on support for Thai on page 19.
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l Limitations on localization and internationalization support with Citrix on page 19.
Supported languages
Internationalization and localization support includes localized interfaces and localized onlinehelp systems for agent desktop applications. Interaction Center will support the followinglanguages with the localization release of Interaction Center:
l English
l German
l French
l Italian
l Spanish
l Portuguese
l Japanese
l Korean
l Simplified Chinese
l Thai
l Traditional Chinese
l Russian
Limitations on support for Traditional ChineseInteraction Center supports Traditional Chinese only on Windows Server 2008 R2 with asupported Oracle database.
Interaction Center does not include support for Traditional Chinese internationalization andlocalization in the following components:
l Avaya Content Analyzer
l Business Advocate
l Interaction Center for Siebel 8 Integration
l IC Script Debugger
l Spell Checker
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Limitations on support for Thai
Interaction Center supports Thai on Windows and Oracle Solaris operating systems only.Interaction Center does not support Thai on AIX.
Interaction Center does not include support for Thai internationalization and localization in thefollowing components:
l Document searches in Web Self-Service
l Spell checking
l Content Analyzer
l Thai B. E. (Buddhist Era) date format
l Thai word wrap in the Web site
Limitations on localization and internationalization support withCitrix
Citrix is responsible for all localization and internationalization support within the CitrixMetaFrame environment.
Interaction Center Readme
You must carefully read theAvaya Interaction Center7.3 Readme file before you plan yourInteraction Center deployment, or install and configure your Interaction Center system. You canprint the Readme file or view it online.
The Readme file is available on the Avaya Support Web site at http://support.avaya.com.
Interaction Center documentation
The Interaction Center Release 7.3 documentation is available on the Avaya Support Web siteat http://www.avaya.com/support.
http://support.avaya.com/http://www.avaya.com/supporthttp://www.avaya.com/supporthttp://support.avaya.com/ -
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Interaction Center components
You can deploy Interaction Center in a variety of configurations. A typical configuration includesseveral Interaction Center components.
This section includes the following topics:
l Interaction Center core servers on page 20.
l Interaction Center Design & Administration Tools on page 21.
l Agent interfaces on page 22.
l Avaya Computer Telephony for IC on page 23.
l Web Management on page 23.
l Avaya Email Management on page 24.
l Avaya Business Advocate for Interaction Centeron page 24.
l Avaya Content Analyzeron page 25.
l Interaction Center Client Software Development Kit on page 25.
l Interaction Center for Siebel on page 27.
Interaction Center core servers
The Interaction Center core servers are the core of the Interaction Center architecture. Theseservers manage communication between internal and external components, and control therouting of contacts.
The Interaction Center core servers manage communication between the followingcomponents:
l Telephony equipment, such as ACDs, PBXs, and IVRs
l Internet applications, such as Web, Email, and VOIP applications
l Databases
l Interaction Center administrative tools
l Interaction Center client applications
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Interaction Center Design & Administration Tools
The Interaction Center Design & Administration tools include:
l IC Manageron page 21
l Avaya Workflow Designeron page 21
l Avaya Database Designeron page 22
IC Manager
IC Manager is an administrative application that monitors, manages, and configures InteractionCenter. With IC Manager, contact center supervisors and system administrators can:
l Add, delete, and modify information for agents, servers, and devices
l Start, stop, and configure Interaction Center servers
l Monitor server, agent, and device activities
Avaya Workflow Designer
Avaya Workflow Designer is a customization tool for workflows. Workflow Designer includessample workflows and pre-defined blocks. You can use Workflow Designer to design, create,and compile:
l Routing workflows that control the routing of contacts through all media channels, andmanage the related data during the initial stages of a contact
l Blending workflows that implement business rules to define how agents handle contacts
across multiple medial Email analysis workflows that analyze and process inbound and outbound email contacts
l Agent scripts that can be stored and run in the application
l Business Advocate workflows that qualify contacts for Business Advocate routing
You can also use Workflow Designer to create and compile custom flows to meet the specificneeds of your enterprise and your contact center.
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Avaya Database Designer
Avaya Database Designer is a customization tool that lets you customize Avaya applicationsand configure Interaction Center databases. With Database Designer, you can:
l Set database connections
l Configure databases and database connections for Interaction Center and BusinessAdvocate
l Create data sources for servers to access the database
l Upload the application interface, help files, data model, and IC Scripts to the databasewhen you implement Avaya Agent or Avaya Agent Web Client.
Agent interfaces
This section includes the following topics that describe the primary agent interfaces:
l Avaya Agent on page 22
l Avaya Agent Web Client on page 22
Avaya Agent
Avaya Agent is an agent desktop application that integrates multiple media channels and agentapplications. With Avaya Agent, an agent can:
l Handle inbound contacts from customers and others in multiple media, such as voice,email, and chat
l Handle outbound voice contacts to customers and othersl Access and review information about a customer from the Interaction Center database
Avaya Agent Web Client
Avaya Agent Web Client provides a browser based application interface for the agents in yourcontact center. Agents do not need to have the Avaya Agent Web Client software installed ontheir desktops.
The Avaya Agent Web Client interface provides functionality that is similar to the Avaya Agentinterface. Agents access the interface by connecting to the Avaya Agent Web Client serverthrough a Web browser.
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Avaya Agent Web Client supports agent tasks and supervisor tasks. A supervisor can monitorchat sessions in Avaya Agent Web Client. You cannot log in to both Avaya Agent Web Clientand Avaya Agent applications simultaneously from the same computer.
Avaya Computer Telephony for ICAvaya Computer Telephony for IC (Telephony) is a computer telephony integration solution thatseamlessly links computers, telephones, voice, and data to provide intelligent call qualificationand routing in conjunction with voice and data collection. This solution has an open, scalablearchitecture that integrates with the most popular PBXs, ACDs, and IVRs to maximize acompanys investment in its telephony infrastructure.
Web Management
Avaya Web Management (Web Management) is a Web-based marketing, sales, and serviceapplication that personalizes and manages Web transactions across the enterprise. WebManagement includes integrated functionality for:
l Web self-service
l Live customer interaction through chat contacts
l Email functionality in your customer Web site
Web Management provides access to these features through multiple Web channels, includingWeb chat, Web-driven customer callback, and real-time, browser-based collaboration andnavigation. By providing customers with direct Web-based service, Web Management can:
l
Increase buy-to-browse ratios.l Let your customers handle multiple tasks during a single Web visit.
l Reduce the costs associated with telephone-based service, because customers can getmore done on the Web.
Web Self-Service is a component of Web Management that includes a Frequently AskedQuestions (FAQ) database. Agents and customers can search this database using the HTMLinterface for Web Self-Service.
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Avaya Email Management
Avaya Email Management (Email Management) is an application that helps contact centerseffectively manage the increasing volume of customer email with intelligent email routing andautomated response capabilities.
Email Management uses rules-based email management technology to analyze incomingmessages and compose personalized answers that can be automatically sent to a customer orqueued for review by an agent. Email Management uses data from the IC database and fromexternal sources to help develop highly personalized responses.
The Web Self-Service FAQ database can also store suggested responses for agents handlingemail contacts. The Interaction Center email analysis workflow can be configured toautomatically search the Web Self-Service FAQ database for suggested responses usingspecific keywords found in the customer email or using the email topic as determined by AvayaContent Analyzer. Avaya Content Analyzer is an optional component. These suggestedresponses will be delivered to agents with the customer emails to enhance email processing
efficiency.
Avaya Business Advocate for Interaction Center
Avaya Business Advocate is part of the standard Interaction Center offer. An enterprise canbenefit from the predicted soft ACD technologies without the need for additional licenserequirements.
Business Advocate is an application that manages email, web chat, and voice contacts.Business Advocate understands the needs of each service that you offer to your customers.With that understanding, Business Advocate allocates agent resources to those services tomeet the service levels set by you and expected by your customers.
The patented predictive technology in Business Advocate:
l Optimizes resource allocation and contact routing decisions.
l Implements Universal Queue for routing
l Uses a location enhanced set of distributed routing algorithms.
l Provides optimized, configuration-less routing across different sites for all media.
Business Advocate provides fully integrated multimedia, multi-site management of all yourcontacts.
With Business Advocate, you can dynamically increase and decrease your agent resource pool.Business Advocate monitors contacts, service classes, and agents in real time. Business
Advocate uses the information from the real-time monitoring to apply your agent resourceswhere they are most needed.
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Avaya Content Analyzer
Avaya Content Analyzer (Content Analyzer) is an optional Interaction Center component thatperforms content analysis on incoming and outgoing email. Content Analyzer applies complex,natural language algorithms to the content of email contacts, and derives a statistically-basedmatch between the intention of that text and a list of pre-applied topics.
With Content Analyzer, you can automatically:
l Identify the language that a customer uses in an email contact
l Route email contacts to agents, according to topic and agent skills
l Screen out email to which the contact center does not want to respond
l Suggest responses for agents to use when an agent responds to an email contact
l Respond to email contacts automatically without agent intervention
Content Analyzer can analyze and classify text only in the following languages:
l English
l Chinese
l French
l German
l Italian
l Japanese
l Korean
l Portuguese
l Spanish
Content Analyzer can identify additional languages in the text of an email contact, although itcannot analyze those languages. For more information, see IC Administration Guide: Servers &Domains.
Interaction Center Client Software Development Kit
The Avaya Interaction Center Client Software Development Kit (Client SDK) is a client-sidetoolkit that you can use to:
l Develop a custom agent desktop application with access to Interaction Center corefunctionality.
l Allow existing custom agent desktop applications to access the Interaction Center corefunctionality.
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l Allow a third-party agent framework or application to work with Interaction Center.
l Integrate a custom application or custom code on clients or on servers.
A custom agent desktop application developed with the Client SDK can:
l Save valuable screen space. The agent desktop does not need to display an InteractionCenter agent application.
l Minimize functionality to only those features required for a specific implementation. Thecustom application does not have to include features that are not required for an agent inthe contact center.
The Client SDK includes the following features:
Client API: This client-side API includes an application-level protocol that hides communicationand session management and provides interfaces that are meaningful to custom applications.
Avaya designed the Client API to support future Interaction Center enhancements.
Supported technologies: The Client SDK:
l
Includes .NET and Java libraries for custom application development.l Works with NAT, firewalls, and proxy servers.
Security: The Client SDK supports the following security:
l Secure Socket Layer (SSL) for synchronous communication
l Advanced Encryption Standard (AES) for asynchronous communication
Supported integrations: The Client SDK supports server-side and client-side integrations withan Interaction Center core system.
Supported scalability: The Client SDK provides the following support for scalability:
l Up to 500 agents per Client SDK server
l Clustered deployment option for multiple Client SDK servers
Support for internationalization: The Client SDK provides internationalization support forcustom applications in languages other than US English. For more information, see IC ClientSDK Programmer Guide.
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Interaction Center for Siebel
Avaya IC for Siebel includes the following types of integrations.
The Interaction Center for Siebel integration combines Interaction Center with the Siebel 8application. Interaction Center for Siebel provides the customer management features of thesupported versions of Siebel with the contact management and routing features of InteractionCenter.
With this integration, the agents in your contact center can provide a unique and customizedinteraction with each customer. Each agent will:
l Receive work items that are appropriate for the set of skills of that agent
l Perform contact work in multiple media channels
l
Access any historical data about work previously performed for a specific customerIn Interaction Center for Siebel, all agent interactions occur through the Siebel CommunicationsToolbar.
For detailed information about the planning and prerequisites that are required for InteractionCenter for Siebel, seeAvaya IC for Siebel 8 Integration
Integration type Definition
Native Thin-client Siebel provides the entire desktop user interface for anInteraction Center for Siebel integration. Avaya IC provides voice andemail work item routing and data collection reporting that occurs inthe background.
Hybrid In an Interaction Center for Siebel integration, the desktop user interface consists of a Siebel call center internet browser window andan Avaya Agent task bar window. The integration of Avaya IC withSiebel allows you to use the customer management features in theSiebel software and the features in Avaya IC that automate theprocessing of customer contacts. All channels, including voice, email,and chat are supported in this type of integration.
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Unsupported features
Interaction Center will not support the following features starting with Interaction Center 7.3:
Customer Chat Applet: Interaction Center Release 7.3 will support only the Customer HTMLChat Client. Interaction Center Release 7.3 will not support the Customer Chat Applet. You candeploy the Customer HTML Chat Client docked within a web page or as a standalone(undocked) client. You can also customize the appearance and behavior of the Customer HTMLChat Client. For more information about the Customer HTML Chat Client, see IC Administrationguide.
List Management:
Interaction Center 7.3 does not support List management application. It has been removed fromthe Rich Client.Same Time Feature
"Same Time" feature from Webagent is no longer supported.
Avaya Operational Analyst
Avaya Operational Analyst (OA) is a required component of Interaction Center. OA performsoperational reporting for a multimedia contact center, smoothly growing from single channelanalysis, to full interaction, multi-channel analysis with a common data model and userinterfaces across these systems.
IC 7.3 integrates and works with OA 7.3.
OA provides reporting tools that show you summary and detail information about the contactactivity at your contact center.
With OA, you can:
l Create and maintain customized reports that enable managers to monitor contact center,marketing, and service activities
l Build PowerPlay data cubes, then view the summary information in the cube and drillthrough to more detailed information in the CCQ database, and IC Repository database
l Use business reporting features to distinguish and detail contacts leading to sales,fulfillment requests, or customer service requests
For more information about OA and its prerequisites, see OA Installation Planning andPrerequisites.
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Security for Interaction Center accounts
Interaction Center has security for agent and administrator accounts and passwords. Thesecurity includes configurable parameters for Interaction Center accounts, such as:
l Maximum log-in attempts before account is disabled
l Rules for password change intervals
l Rules for password validity, such as minimum and maximum number of alphabetic andnumeric characters
l Records of the creation and changes to all login accounts
These security features help defend the Interaction Center system against unauthorized usersand malicious use.
Note:Note: Use Interaction Center security features in conjunction with the other contact
center security measures.
For more information about how to configure these parameters, see IC Administration guide.
Interaction Center implementation roles
Implementation of an Interaction Center system requires knowledgeable resources. Thenumber of resources you need will depend on your environment, and the complexity of theinstallation.
An implementation team can include representatives from Avaya, an Avaya Business Partner,and the customer. Members of an implementation team can perform more than one role.
The complexity of your Interaction Center installation depends on many factors, such as:
l How many media channels are in your Interaction Center system
l Which third party systems you need to integrate with your Interaction Center system
l What business processes you want to implement in your Interaction Center system
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The following table lists the different roles that Interaction Center projects may require. Thistable does not include the roles that OA may require. For information about the requirements ofOA, see OA Installation Planning and Prerequisites.
Role Responsibility
Project manager Coordinates developer tasks, manages the project plan, andprovides status to management and project sponsors.
Architect Designs the physical and logical system architecture. Providesdesigns for complex integrations and logic. Assists otherdevelopers with designs and issues. Designs the physical andlogical server architecture.
Network administrator Establishes user network accounts. Monitors the network usingnetwork operating system tools or network hardware tools toensure adequate performance and to diagnose network relatedissues.
Software developer Uses the optional Client SDK to create an agent applicationthat leverages the Interaction Center framework. Must beproficient with either Java or .NET development environment.
Application and workflowdesigner
Determines requirements for application and workflowcustomizations. Works with the Project Manager to determineestimates for requirement implementation.
Database administrator Works with the database operating system tools. Installs thedatabase server and required client components. Establishesrequired database accounts. Tunes the database for optimalperformance. Ensures security and database integrity. Ensuresstandards for data normalization and data attributes. Candiagnose database connectivity and performance issues.
Data modeler Uses Database Designer to modify database tables and datadefinitions to meet customer requirements. Assists interfacedesigners by adding table fields, table sets, browsers, and tablerelations to enable customer required functionality.
Interface designer For Avaya Agent, use XML to modify the layout of the interface.
For Avaya Agent Web Client, use XML, JSP, and JavaScript tomodify the layout of the interface.
Business logic developer Uses scripting language to ensure that business logic and ICScripts perform to requirements. Business logic includeschecking and verifying program flow, logic, and data entered byusers.
Media routing workflowdeveloper
Uses Workflow Designer to modify or create routing workflowsfor media contacts, including voice contacts, email contacts,and chat contacts. Tests flows with the Workflow servers tomake sure they perform correctly and meet performanceneeds.
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Prompter workflowdeveloper
Uses Workflow Designer to modify or create prompting flows asrequired by the needs of your contact center. Prompter flowscan assist agents with typical tasks and provide the scripts foragents to following during contacts with customers.
Integration test analyst Designs and runs tests that exercise the developed system.Verifies that the configuration and customization do not causethe Interaction Center system to fail. Can use tools such asWinRunner to automate testing processes.
System test analyst Designs and runs tests that exercise the developed system inaccordance with the business processes of your contact center.Can use tools such as WinRunner to automate testingprocesses.
Server and Workstationsoftware specialist
Installs software on servers and client computers. Configuresthe software to operate to the specifications for failover andredundancy. Creates installation procedures or workstation
images to enable rapid deployment of agent workstations.Project librarian Establishes source code management system and implements
rules for developers to check out and check in their sourcecode. Merges changes from multiple developers, if required.Creates software builds for integration tests, system tests, andproduction environments.
Data migration specialist Analyzes existing data in legacy systems and createsprograms or manual procedures to populate data fields in thenew system.
Telephony specialist Uses Telephony tools to establish agent accounts. Creates ormodifies telephony vectors or similar components to enable
communication with the Interaction Center Telephony server.Configures the Interaction Center Telephony server for optimalperformance.
Email specialist Uses email server tools to establish mail boxes and accountsrequired for the Interaction Center system. Configures anduses existing email tools to optimize flow of email data.Configures or creates Content Analyzer rules for auto responseand auto reply functionality.
Web specialist Customizes customer-facing Web pages to insert links for Avaya Web Management. Enables, configures, andcustomizes Web options and Web pages to meet therequirements of your contact center.
Reporting specialist Uses OA to create or customize reports to meet the needs ofyour contact center.
Business Advocatespecialist
Understands, implements, and tunes routing and configurationin Business Advocate for maximum performance.
Role Responsibility
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Chapter 2: Required software components
Before you plan or install an Interaction Center (IC) system, you need to know the following:l Which servers are required by the components in the Interaction Center system?
l Which third party software is required for the components in the Interaction Centersystem?
This section includes the following topics to help you answer these questions for the differentcomponents of Interaction Center:
l About the supported versions on page 34
l Exceptions to supported operating systems on page 34
l Required software for Interaction Center servers on page 35
l Required software for Interaction Center databases on page 36
l Required software for Telephony on page 38
l Required software for Web Management on page 41
l Required software for Email Management and Content Analyzeron page 44
l Required software for Business Advocate on page 46
l Required software for the Interaction Center Client SDK on page 50
l Required software for Interaction Center for Siebel on page 50
l Required software for Design & Administration Tools on page 51
l Required software for agent applications on page 51
l Required software for customers of Web Management on page 55
l Upgrading Daylight Saving Time (DST) patches on page 56
Tip:
Tip: This section provides the summary of the prerequisites for the Interaction Centercomponents. Further details about service packs, fix packs, maintenance levels,and patches are available in the appropriate chapters of this document.
These topics does not include information about required software for OA. For more informationabout OA and its prerequisites, see Operational Analyst Planning and Prerequisites.
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About the supported versions
Avaya supports use of the software versions documented in this manual with the Release 7.3 ofOperational Analyst and Avaya Interaction Center. These software versions are the minimum
versions required by Avaya.
Release 7.3 does not support operating systems, databases, Web servers, switches, or othersoftware platforms that are not documented in this manual.
Avaya will support subsequent updates and service packs that are released to providecorrections to a bug, defect, or problem for the software versions documented in this manual, solong as those updates and service packs:
l Are guaranteed by the manufacturer to be backwards compatible with the supportedversion.
l Do not include changes to core functionality or new features.
You must test all updates and service packs subsequent to the supported versions in adevelopment environment before applying them to a production environment.
Exceptions to supported operating systems
The following table describes the exceptions to operating system support for Interaction Center.For information about limitations to support for Citrix, see Limitations on support for Citrix onpage 251.
Interaction Centercomponent
Exception to supported operating systems
Business Advocate No AIX or Oracle Solaris support for Resource Manager servers.Business Advocate does not function with the ResourceManager servers on AIX or Oracle Solaris.
Host the Resource Manager servers on Windows computers.For more information, see Exceptions to platform support forBusiness Advocate on page 303.
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Required software for Interaction Center servers
The Interaction Center servers manage communication between internal and externalcomponents, and control the routing of contacts. Some servers are required by all Interaction
Center systems. However, some servers, such as the DUStore server, are not required in allInteraction Center systems.
The following table shows the software that you must install on computers that host one or moreInteraction Center servers or on a computer that communicates with a server. For more detailsabout the definition of supported versions and about subsequent updates or service packs ofthe software, seeAbout the supported versions on page 34.
Requiredsoftware
Location Supported versions1
1. Avaya IC 7.3 supports VMWare ESX Server 4.1 and VMWare ESXi 5.0 Server. For information about IBM
LPAR support, see IBM Logical Partition (LPAR) technology on page 222.
Windows Oracle Solaris AIX
Operatingsystems
All coreservers
WindowsServer 2008R2
Oracle Solaris 10update 9
AIX 6.1 update 3
Web server
Note: You canco-locate withthe WebLMapplication.
Computer thatcommunicateswith WebLMapplication
Microsoft IIS7.5
Oracle iPlanetWeb Server 7.0.13
IBM HTTP Server7.0
Timesynchronization utility
All coreservers
Third partyNTPapplication
NTP application NTP application
PDF readerfordocumentation
All coreservers
AdobeAcrobatReader
Adobe AcrobatReader
Adobe AcrobatReader
Email servers Computer thatcommunicateswithNotificationserver
SMTP andPOP3 / IMAP4compliantemail servers
SMTP and POP3 /IMAP4 compliantemail servers
SMTP and POP3 /IMAP4 compliantemail servers
Web browser Computer thathosts WebLM
InternetExplorer 8.0
InternetExplorer 7.0
Through Admincomputer: InternetExplorer 7.0
Through Admincomputer: InternetExplorer 7.0
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Required software for Interaction Center databases
Interaction Center servers and client applications require access to the Interaction Centerdatabases. These databases store system level data, including information about customers
and agents, and application level data, including information about contacts with customers.
OA reports on information that Interaction Center stores in its databases.
This sectionlists the prerequisite software required to support the Interaction Center databases.This section includes the following topics:
l Required Interaction Center databases on page 36.
l Optional Interaction Center databases on page 37.
l Prerequisites for the databases on page 37.
Required Interaction Center databases
The following Interaction Center databases are required for all Interaction Center systems. Fora brief description of these databases, see Interaction Center databases on page 68.
l Repository
l CCQ
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Optional Interaction Center databases
The following table shows the Interaction Center databases that are only required for InteractionCenter systems that include specific components. For a brief description of these databases,see Interaction Center databases on page 68.
Prerequisites for the databases
All Interaction Center systems require a relational database management system (RBDMS).Interaction Center provides support for each RDBMS only on certain supported operatingsystems.
For more details about the definition of supported versions and about subsequent updates orservice packs of the software, seeAbout the supported versions on page 34.
Note:Note: Interaction Center provides limited support for databases that run on a different
operating system than the Interaction Center servers. For more information, seeSupported database management systems on page 261.For information about exceptions to this RDBMS support for certain optionaldatabases, such as Business Advocate databases, see Exceptions to supporteddatabase management systems on page 262.
Component Databases
Business Advocate l Business Advocate System Store
l Business Advocate Resource Store
Interaction Center for Siebel l Siebel 8.0.0.5, 8.1.1.0, 8.1.1.1, 8.1.1.2, 8.1.1.3, 8.1.1.4,8.1.1.5, 8.1.1.6
l On AIX 6.1, IC 7.3 Siebel integration is only supportedwith Siebel 8.1.1.3 and later.
l Incase, Siebel is installed on Windows 2003 Server, the
Siebel side IC integration components will need to beinstalled on Windows 2003. In no other circumstances,any of the IC components should be installed onWindows 2003.
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The following table lists the required operating system for each supported RDBMS.
Required software for Telephony
Telephony components provide services that manage communication between switches andInteraction Center, and control the routing of voice contacts.
This section lists the servers that support Telephony for Interaction Center and the prerequisitesoftware for those servers. This section includes the following topics:
l Telephony servers on page 38.
l Prerequisites for Telephony servers on page 39.
Telephony servers
The following table shows the servers that support Telephony.
Databaseoperatingsystem
MicrosoftSQL Server
Oracle Database Server DB2 UDB
2008 R2 10g 11g 11gRelease 2
9.5
Windows Server2008 R2
Y
64-bit only
Y Y Y1
1. You must install Patch 9888297 for Oracle 11g Release 2 on Windows 2008 R2
Server.
N
Oracle Solaris10
N Y
64-bit only
Y
64-bit only
Y N
AIX 6.1 N N N N Y
32-bit only
Component Servers
Required servers for Telephony l Telephony server
Optional servers for Telephony l Telephony Queue Statistics server
l VOX server
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Prerequisites for Telephony servers
For more details about the definition of supported versions and about subsequent updates orservice packs of the software, seeAbout the supported versions on page 34.
Certain switches and software support only certain functions and components of InteractionCenter. For more detailed information, see Supported Telephony switches and software onpage 279.
Required core servers forTelephony
l ADU server
l Alarm server
l Blender server
l Data serverl Directory server
l EDU server
l License server
l ORB server
l Notif