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INTELLIGENT COMMUNICATIONS

5C00641I - Version 2.3


Avaya Framework Installation and Configuration for
Avaya Aura Workforce Optimization R12.0

Please note that this course does not have audio. Click the forward/backward arrows to
navigate this course.

2013 Avaya, Inc. All rights reserved. Page 1

Course Overview
Welcome to 5C00641I: Avaya Framework Installation and
Configuration for Avaya Aura Workforce Optimization R12.0

This course focuses on the installation, configuration and


implementation of Avaya Framework Server.

Course Duration: 3 days


2013 Avaya, Inc. All rights reserved. Page 2

Course Objectives
After completing this course, you will be able to:

Describe the Avaya Framework


Describe the Avaya Framework deployment model
Install Framework
License Application
Complete basic configurations and features
Validate the installation

2013 Avaya, Inc. All rights reserved. Page 3

Module 1

Avaya Framework and Deployment Overview

2013 Avaya, Inc. All rights reserved.

Module Objectives
After completing this module, you will be able to:

Describe Avaya Framework.


Describe the Avaya Framework Deployment Model.
Describe the available Framework Documentation.

2013 Avaya, Inc. All rights reserved. Page 5

Module 1 Lesson 1

Avaya Framework Overview

2013 Avaya, Inc. All rights reserved.

Lesson Objectives
After completing this lesson, you will be able to:

Introduce Avaya Framework.


Define available Avaya Framework package types.
Define Avaya Framework User Interfaces.
Define Framework Application Modules.

2013 Avaya, Inc. All rights reserved. Page 7

Resources
Avaya Technology, Security, Encryption, and Networking
Deployment Reference Guide Release 12.0

Avaya Aura Workforce Optimization System Installation and


Upgrade Guide Release 12.0

Avaya Technical Overview User Guide Release 12.0

2013 Avaya, Inc. All rights reserved. Page 8

Avaya Aura Workforce Optimization Overview


Workforce Optimization is a matter of continual process improvement, which
consistently brings increased returns through reduced operating costs, improved
customer service, and higher employee morale and productivity.

Avaya Aura Workforce Optimization (WFO) helps businesses balance


efficiency and effectiveness by using the contact center strategically rather than
just as an organization that fields calls.

Avaya Aura WFO gives businesses a better understanding of customer


satisfaction and dissatisfaction, it offers intelligent insights that allow the business
to operate more efficiently.

Avaya Aura WFO unifies Contact Recording, Quality Monitoring, eLearning,


Workforce Management, Analytics, and Customer Feedback under one
platform that provides a single user interface and centralized system
administration and reporting.

With Workforce Optimization, your contact center and back-office operations can
capture, share, and act on information from across the enterprise.

2013 Avaya, Inc. All rights reserved. Page 9

Framework Overview
Avaya Framework is the based software installation required for most of the
software applications included with Avaya Aura Workforce Optimization (WFO),
including Avaya Workforce Management.

To provide seamless end-user access to all applications Avaya WFO offers the
following Framework features:
Single sign-on to provide seamless access from component to component without having
to log in multiple times.
Work-ow features to enhance productivity

Alerts to inform you of important system events


Wide-range of standard out-of-the-box report templates, and the ability to create your
own ad hoc reports

Avaya WFO includes packages/modules that are licensed within the Framework
software.

2013 Avaya, Inc. All rights reserved. Page 10

Avaya Framework Packages/Modules


To meet the needs of a broad spectrum of enterprises, the Avaya Aura Workforce
Optimization Solution is available in pre-packaged solutions that deliver different
levels of functionality.
Operational Series Avaya Aura Workforce Optimization (or Operational Package)
-- is comprised of functionality designed to optimize agent performance, reduce risk, and
automate manual processes such as call recording, content producer and forecasting
and scheduling.
Advanced Series Avaya Aura Workforce Optimization (or Advanced Package) -builds on the Operational Series functionality, and focuses on optimizing enterprise
performance by raising first call resolution rates, increasing enterprise revenue
generation, and ensuring consistent customer experiences. This includes applications
such as Strategic Planner.

* Optional Add-on Features are available with each package to extend functionality further.

2013 Avaya, Inc. All rights reserved. Page 11

Avaya Framework Operational Package


Operational Package includes:

Forecasting and SchedulingClient software used for daily and weekly


forecasting and scheduling.

Web-Enabled Self-ServiceA standard, web-based interface module for agents,


supervisors, and administrators.

Advanced AdherenceReal-time agent adherence tracking, adherence


management capabilities for monitoring adherence to schedule for deferred media,
including aux codes and non-phone-based activities, as well as enabling
management of adherence exceptions.

Basic ScorecardsMeasurement and management application that can help


measure the productivity and efficiency of the company. Uses pre-dened roleappropriate scorecards with pre-packaged Framework and Quality Key
Performance Indicators (KPIs), which display actual performance information on
a daily basis.

Coaching Allows contact centers to make agent coaching a part of daily


operations. It provides out-of-the-box workflow for scheduling, delivering, and
tracking agent coaching that is integrated with individual quality monitoring
evaluation scores and key performance indicators (KPIs).
2013 Avaya, Inc. All rights reserved. Page 12

Avaya Framework - Operational Package contd


Standard Reports - The WFO common reporting engine with a single report writer
across the complete solution allows you to choose from an extensive set of
standard, pre-configured reports. You can schedule reports to run automatically or
run on an on-demand basis. You can restrict access to reports to one or more user
roles.

Ad Hoc Reports allows report analysts to customize and generate simple


graphical or tabular reports by selecting data elements from a catalog, and
applying basic ltering and formatting options. You can set up report queries in
advance and save queries to generate future reports against new data.

Shift Swap Agents can also post, negotiate, and request full or partial-day shift
swaps via an online swap board which is monitored by an automatic conflict
checker and forwarded to managers for quick and easy processing. This can build
morale and retention while allowing your managers to focus on coaching.

Pulse . Used to monitor key metrics that get updated with each fresh batch of
data from the ACD, track and compare actual, forecasted and required statistics by
individual queue or combined queue, view deviations of key contact center metrics
in percentages or absolute numbers and View intraday trends and historical data.
2013 Avaya, Inc. All rights reserved. Page 13

Avaya Framework Advanced Package


The Advanced Package builds on the Operational Series functionality and focuses on
optimizing enterprise performance.
Advanced Package includes:

Time Off Management (TOM)A Web-based module enabling agents to request,


and supervisors to manage, agents time-off and vacation requests.

Advanced Scorecards A superset of the scorecards found in Basic Scorecards


including the ability to display trend information compared to goals.

Strategic Planner Allows you to plan long term for multi-skilled contact center
and enterprise back-office environments, assess the operational and financial
benefits and impacts of different scenarios before making decisions, increase
forecasting accuracy with sophisticated analysis of historical data, plan your
resources to reflect projected customer demand and corporate objectives, develop
optimal staffing plans that minimize costs while meeting service goals, and provide
executives with the information they need to review and rapidly approve budgets
and plans.

2013 Avaya, Inc. All rights reserved. Page 14

Avaya Framework Strategic Package


The Strategic Series Framework Package builds on the Advance Series functionality
and includes:

Learning Lesson Management Enables agents and supervisors to access ondemand learning, to enhance their skills, and to increase their productivity and
performance.

Content Producer An application composed of editing, authoring, and


conversion tools to develop interactive clips for internal training and assessment.

2013 Avaya, Inc. All rights reserved. Page 15

Avaya Framework Additional Features


Additional Licensed Functions and Features:
Blended Media Scheduling (or Multi-Contact)** Enables forecasting and
scheduling for additional media other than phone, such as chat, e-mail, etc.
Shift Bidding A Web-based module facilitating automated shift bidding.
Multi Week Enables you to schedule over a multi-week period rather than one
week at a time.
Operations -- Allows volume control and workload management, particularly
within in the financial services arena.
Projects Nominally part of the Blended Media Scheduling functions, this
separately licensed feature expands the solutions functionality to meet the needs
of non-customer-facing activities in the financial services and banking arenas.
Outbound Scheduling**- Scheduling agents for outbound calls requires different
forecasts, different goals, different scheduling methodology and different tracking
than scheduling inbound agents
** Indicates a No-Cost License Line ItemThese features are OFF by default and turned ON
during the licensing process.

2013 Avaya, Inc. All rights reserved. Page 16

Avaya Framework Additional Features contd


Multi-Site Scheduling** - Designed to accommodate contact centers operating
structure allowing for a single point of control over the entire network, or decisionmaking at individual sites. Information from the sites can be rolled up to present a
complete picture of the entire contact center operations.

Queue Hopping** Enables you to schedule agents to work on different queues


at different times.
Alerts - This solution offers a set of alerts, which can be congured to monitor
deviations from plan of several contact center metrics and events and then notify
one or more identied individuals through screen pop-up alerts or e-mail.
KPI Design (Advanced Scorecards) Enables customer to build custom KPIs.

** Indicates a No-Cost License Line ItemThese features are OFF by default and turned ON
during the licensing process.

2013 Avaya, Inc. All rights reserved. Page 17

Avaya Framework Performance Package


Performance Management Series Framework Package is similar to the Advanced
Series Framework Package. It includes:
Strategic Planner
Volume Capture (part of the Operations functions mentioned above)
Pulse
Alerts
Standard reports
Ad-hoc reports
Advanced Adherence
KPI Design (includes all the functionality of Basic Scorecards and Advanced Scorecards)

2013 Avaya, Inc. All rights reserved. Page 18

Questions and Answers

2013 Avaya, Inc. All rights reserved. Page 19

Review Questions
1. What is Framework?
2. What are some of the applications available with Avaya Aura
WFO?
3. What are the two packages available with Framework?

2013 Avaya, Inc. All rights reserved. Page 20

Module 1 Lesson 2

Framework Architecture and Deployment Overview

2013 Avaya, Inc. All rights reserved.

Resources
Avaya Technical Overview User Guide Release 12.0Avaya
Technology Map Release 12.0

Avaya Desktop Applications Deployment Reference and


Installation Guide Release 12.0
Avaya Release 12.0 Technology, Security, Encryption, and
Network Integration Deployment Reference Guide

Avaya Technical Overview User Guide Release 12.0

2013 Avaya, Inc. All rights reserved.

Lesson Objectives
After completing this lesson, you will be able to:

Introduce Framework Architecture


Describe Data flow
Describe Framework Server Roles
Describe Framework Deployment Zones
Define Framework Server Requirements
Overview Framework Implementation

2013 Avaya, Inc. All rights reserved. Page 23

Framework Application Licensable Plug-ins


Web Applications:
WFM Scorecards

Content
Producer

eLearning

Speech
Analytics

Customer
Feedback

Coaching

QM
12.0

IIS Web Server/ Oracle Web Logic Applications Server

BPFX
Integration
Server

SQL Database Server (MS 2008 64 bit)

ACD
Adapters

BPWAREHOUSEDB

CRN

Framework

Cognos Reporting
Server

Framework Data Center

BPMAINDB
BPWHATIFDB

2013 Avaya, Inc. All rights reserved. Page 24

Framework Architecture and Dataflow


Interconnections
Other
Systems
E-Mail
Server

LDAP
Server

Back Office Servers

User
Workstations

E-mail alerts
Web Client

Suite Web Server


Application

Authentication

Statistics

Integration Server

ACD

Application & Web Server


BEA Web Logic 8.1

Agent/manager
Workstation

F&S Client
Scheduler
Workstation

Other
Systems

Contact
Statistics;
Metrics

Cognos Reports
Server

Main Database BP
Main DB
Planner
Warehouse BP
Warehouse DB

WFO Servers

Database Server
MS SQL Server 2000

Planner
Workstation

2013 Avaya, Inc. All rights reserved. Page 25

Framework Server Roles


Database Servers
Microsoft SQL Server

Application Server
Oracle Weblogic manages business logic

Integration Server
Provides seamless information flow between the Avaya Framework and Contact Center
data sources and applications

Reports Server
Cognos ReportNet
Reporting engine comes with a web-based reporting tool

Popup Server
Sends pop-up alert messages based on alert rules or when initiated by a user.
Listens on port 5060 for connections from the application server and pop-up clients

Part of the Pop-up Notification System, which allows intrusive notifications to be sent
directly to the agents desktop.

2013 Avaya, Inc. All rights reserved. Page 26

Framework Software Requirements


Operating System:
Windows Server 2008 (Standard or Enterprise) R2, 64 bit
Memory: depends on configuration - range from minimum 8 GB to 16 GB

Database:
SQL Server 2008 R2/SP1Standard and Enterprise, 64-bit
SQL Server 2008 SP1, SP2, Standard and Enterprise, 64-bit
SQL Server 2005 SP3, SP4, Standard and Enterprise, 64-bit

Web/Application Servers:

IIS 7.5
Oracle WebLogic Server 11g, Release 10.3.4
Microsoft .NET, Version 2.0, 3.5, 4.0
Oracles Java Runtime Environment (JRE) 6.0.xx
Apache Tomcat, Version 6.0.xx

Reporting:
Cognos 8v4, 64 bit

Virtualization Support
VMware Server Version 4 vSphere
Hyper-V (Windows based virtualization platform)
Not supported with 4 x quad-core servers (due to 8-core VMware limitation)
2013 Avaya, Inc. All rights reserved. Page 27

Avaya Desktop Application Matrix

Playback

Administrators
and Analyst

Desktop Resources is a prerequisite package that includes


mandatory resources required by certain desktop
applications.

Managers

Desktop
Resources

Supervisors

Function

Agents

Desktop
Applications

Required to playback audio and screen files from the


Portal.

Form
Designer

Create and manage evaluation and assessment forms. *A


Supervisor or Manager may require Form Designer if they
have Administer privileges.

Standalone
Form
Designer

Offline version of the Form Designer with modified


functionality for customers that need to set up forms in
advance of installing Interactions and Analytics
2013 Avaya, Inc. All rights reserved. Page 28

Imports individual users (not in bulk) from a windows


domain into the User Manager.

Screen Recording
(AIM)

Trigger audio recording, screen capture and provides


logging information.

Pop-up
Notification
System Client

Send notices to agents manually, or automatically


based on performance parameters.

Content Producer

Use to develop learning clips. Standalone product for


developers of training content.

Administrators
and Analyst

User Import
Support Package

Managers

Function

Agents

Desktop
Applications

Supervisors

Avaya Desktop Application Matrix (continued)

X
X

2013 Avaya, Inc. All rights reserved. Page 29

Managers

Forecast and Scheduling

Manage and plan contact center activities.

Strategic Planner

Strategic resource planning.

Phonetic Boosting

Add new terms/phrases to the Speech


Recognition engines pre-defined vocabulary
and boost the recognition of all terms/phrases
that are part of your companys vocabulary.

Real Time Speech


Calibration Applications

Analyze and diagnose Real Time Speech


Notification performance. Add pronunciations
to terms and calibrate notification scoring
methods.

Administrators
and Analyst

Function

Agents

Desktop
Applications

Supervisors

Avaya Desktop Application Matrix (continued)

2013 Avaya, Inc. All rights reserved. Page 30

Desktop
Applications

Function

Agents

Supervisors

Managers

Administrators
and Analyst

Avaya Desktop Application Matrix (continued)

Desktop Gadgets

Displays Scorecard KPI information on the Desktop


with near real time updates.

Logger

View log information for troubleshooting purposes.


*Agent Logging is also possible using the log
component of the Screen Capture Module.

2013 Avaya, Inc. All rights reserved. Page 31

Avaya Desktop Application Supported Operating System


Windows 2008 64-bit,
32-bit, R2, R2 SP1

Windows 7, SP1 (64bit/32-bit) (Ultimate,


Enterprise, Business

Windows vista SP2 32bit (Ultimate,


enterprise, Business)

Windows Vista SP1 32bit (Ultimate, Enterprise,


Business)

Windows 2003 SP1,


SP2, R2 32-bit Standard,
Enterprise

Windows XP SP3

Windows XP SP1, SP2

Desktop
Applications

Screen Capture Module (AIM)

Playback

Form Designer

Standalone Form Designer

User Import Support Package

Logger

Pop-up Notification System


Client

2013 Avaya, Inc. All rights reserved. Page 32

Windows 7, SP1 (64bit/32-bit) (Ultimate,


Enterprise, Business
Windows vista SP2 32bit (Ultimate,
enterprise, Business)
Windows Vista SP1 32bit (Ultimate, Enterprise,
Business)
Windows 2003 SP1, SP2,
R2 32-bit Standard,
Enterprise
Windows XP SP3

Desktop
Applications

X
X
X
X
X

Forecasting and Scheduling


X
X
X
X
X

Strategic Planner
X
X

Phonetics Boosting
X

Desktop Gadgets

Content Producer

X
X
X

X
X
X

X
X

Windows XP SP1, SP2

Windows 2008 64-bit,


32-bit, R2, R2 SP1

Avaya Desktop Application Supported O.S. (contd)

2013 Avaya, Inc. All rights reserved. Page 33

Additional Desktop Requirements


Internet Explorer 7, 8, 9 (32-bit)
Virtualization:
VMware View
Citrix Server Version 6, 64 bit
HyperV

Java:
JRE 5.0, JRE 6.0, and JRE 7.0 are supported including all minor version releases.

Microsoft
.NET 2.0 SP1, .NET 3.5, .NET 4.0
Visual C++ 2008 Runtime 32-bit
Direct X 9 and higher

Adobe Flash Player Plugin Version 7 and higher

2013 Avaya, Inc. All rights reserved. Page 34

IT and Security Considerations


Framework uses Microsoft Windows Domain. All Framework servers, service user
accounts, and service groups must be members of the Active Directory.
The domain controller can reside on any customer Domain Controller environment.
Desktops that reside on the customer domain must be able to resolve the IP address for
system servers based on their FQDN or host name.
The Domain Controller can also be deployed on a Framework server.
In multiple domains, all server must use the same service account.
Multiple NICs on a Domain Controller can cause Active Directory and DNS problems,
often resulting in authentication issues.

Static IP addressing is required for Avaya Framework .


IPv6 protocol is NOT supported.
IPv6 is enabled by default in Windows 2008 server

2013 Avaya, Inc. All rights reserved. Page 35

IT and Security Considerations (continued)


IIS only on Data Center Application Servers
Machine with FTP enabled
Required for data sources that send data files to Framework via ftp; for example, CMS

2013 Avaya, Inc. All rights reserved. Page 36

System Deployment Zones


The Avaya Framework logical architecture is
based on two deployment zones:
1. Data Center: Serves as a centralized, single
point of access where application data and
content metadata is accessed, managed, and
maintained.
All databases, application servers, and
integration servers reside in the Data Center
zone.

Data Centre

Site

Site

2. Sites: Provides integration with the customer


environment Not used in Avaya
environment.
Desktop: Provides the agent or supervisors
working environment.

Avaya Deployment includes one Data Center and Desktops (depending on


the system size and scaling)
2013 Avaya, Inc. All rights reserved. Page 37

Data Center Zone


Data Center

Databases

BPMAINDB
BPWAREHOUSEDB
BPWHATIF
CRN (Cognos)
Depending on Platform selected, many
others might be installed but not in use;
e.g., Recording database, quality
database

Web Services and Applications

WebLogic & IIS


Secure Access to Data
Serves Entire Users in the Enterprise
System Management Application

Integration Server
Agent Information
Agent State adherence data
ACD
Framework Integration Services
(Integration Server BPFX)

Databases

Reporting
Services

Web Services
Web Applications
Integration Server

Reporting Services
Cognos

Reporting Management
Reporting Engine

2013 Avaya, Inc. All rights reserved. Page 38

Data Center Zone Database Overview


Data Center zone databases contain the following information:

System Management Data: Includes IT-oriented information on licenses,


configuration, and data sources.

Application Management Data: Includes business-oriented information on:


User management: Includes users, hierarchy, roles, and user preferences
Application management: Includes forms, flags, reports, and Key Performance
Indicators (for Scorecards).
Application Data: Includes raw contact information, evaluations, agent adherence to
workflow procedures, and scorecard source measures, and excludes audio and screen
information.

2013 Avaya, Inc. All rights reserved. Page 39

Data Center Zone Database Overview (continued)


BPMAINDB - Operational database :
Contains all employee and organization data and it is the primary database for
information.
Production database, required for all installations

Stores critical information such as security, employees, organizations, as well as work


queue statistics, scheduling information and history, and time records

BPWHATIFDB - What-If database:


Created as an exact copy of the BPMAINDB

Used to explore different ways of producing schedules or obtaining statistical information


using data from the operational database.

BPWAREHOUSEDB - Scorecards data warehouse:


Contains performance statistics that are extracted from the data sources

Installed and used with Scorecards

CRN - Reporting Database:


Contains reports required by the Reporting Service.
Installed and used with Cognos.
2013 Avaya, Inc. All rights reserved. Page 40

Data Center Zone Web Services Overview


Web services provide a secure interface for the upload, retrieval, and updating of
Data Center zone database information, and of real-time information received from
the CTI switch, such as the status of an agent, the number of active agents, and
other user data.

Web services include Marking Web Services and Data Access Services, which
enable third-party integration and professional services that enhance the product.

Web services are exposed over the WebLogic application server and the Internet
Information Services (IIS) Web server.

All users log on to the system through Web applications. A single point of
authenticationSingle Sign-On (SSO)provides access to all the application
servers in the system, as defined by user privileges.

Web applications run application pages with system management and application
management data.

2013 Avaya, Inc. All rights reserved. Page 41

Data Center Zone Web Services Overview (continued)


The application cluster consists of one or more application servers, depending on
the deployment size. In large deployments with more than one server, the
application servers are deployed behind a Network Load Balancer (NLB) and
each server exposes the same set of applications and services.

All application servers run the same version of software and have an identical
configuration.

Users access the system from the URL of the NLB. The NLB routes the user to
one of the application servers.

The application cluster consists of one or more application servers, depending on


the deployment size.

In large deployments with more than one server, the application servers are
deployed behind a Network Load Balancer (NLB) and each server exposes the
same set of applications and services.

2013 Avaya, Inc. All rights reserved. Page 42

Data Center Zone Integration Services Overview


The Integration Server runs
individual adapters used for
importing data into the
Workforce Management
databases.

The Workforce Management


web applications System
Management modules
Integration section gives you
access to Integration Server,
an open integration platform
that provides seamless
information flow between the
Foundation and contact
center data sources and
applications.
2013 Avaya, Inc. All rights reserved. Page 43

Data Center Zone Integration Services Overview


(continued)
Integration Server consists of the following main software components:
The Integration Server service
The Workforce Management web applications System Management modules
Integration section. This section is used to configure Integration Server.
Integration packages, interfaces, and adapters.

2013 Avaya, Inc. All rights reserved. Page 44

Data Center Zone Report Services Overview


The Workforce Management Report Framework is a web-based enterprise report
management and distribution multi-tier system.
Applications Reports

Foundation

WFM

Cognos Report Net


Server

Scorecard

eLearning

Customer
Report Viewer

Report Framework
Report
Scheduling

Report
Distribution
Web Browser
Email
Printing

Custom
Reports

Ad hoc
Reports

Query Studio
Report Prompts

Report Security
Cognos Tool

Extendable
XML Driven
UIF Widgets
App Selectors

Formats
HTML
PDF
Excel

Tpic Licensing
Report Access
Report Net Web
Apps $SO

Foundation
Security

Report Net
Security
WFO CAP
[Customer
Authentication
Provider]

The reporting architecture relies heavily on the infrastructure and interfaces


provided by the Foundation and by the report server that hosts the reports.

Cognos ReportNet is used as the report server.

2013 Avaya, Inc. All rights reserved. Page 45

Data Center Zone Report Services Overview (continued)


Key components involved in the process of producing and viewing of report data are:

User interface components within Framework that support navigation through


report objects, scheduling of reports, report access right setting, running reports,
and viewing reports.

Report parameter controls that simplify the process of entering parameter values.
Cognos ReportNet services that implement enterprise report management, report
running, and the report distribution system.

The Report Framework packages that implement a java interface between the user
interface and Cognos ReportNet.

2013 Avaya, Inc. All rights reserved. Page 46

Data Center Zone Report Services Overview (continued)


The Report Security component.
A Web server (Apache Tomcat), which the Report Framework uses to
communicate with Cognos ReportNet.

The Production database (CRN), which contains report subschema (tables, stored
procedures, row data, composite report data) used to configure the Report
Framework, manage report objects, and produce report instances.

A report data dump component, which is used on a regular basis or on demand to


produce composite report data and persist them in the production database.

A report viewer, which is a web-based Cognos product used to view report data.
The Report Framework is a web-based enterprise report management and
distribution multi-tier system.

2013 Avaya, Inc. All rights reserved. Page 47

Data Center Zone Report Services Overview (continued)


The Report Framework supports three types of information flow:
1. Managing report objects
Cognos ReportNet takes a SOAP request, parses it, produces an output SOAP response
about properties of required report object(s), and then passes it back to the Report
Framework. This stream is then passed on to the related report page, and is then served
to the Web client through the BEA Weblogic Server.

2. Viewing report data


Cognos ReportNet takes an HTTP request, parses it, and uses the report output data to
produce a report instance. The report instance is then passed to the browser through the
Report Viewer.

3. Running adhoc reports


The Report Framework starts Cognos ReportNet Query Studio application using single
sign-on.

2013 Avaya, Inc. All rights reserved. Page 48

Framework Data Flow

Database Server
Application
Server
Port 8001

Forecasting
and
Scheduling

BPWHATTIFDB

Integration
Server
Integrations

Web
Application
BPMAINDB

Data Warehouse
Sync

Application
Server
Port 7001

BPWAREHOUSEDB

2013 Avaya, Inc. All rights reserved. Page 49

Framework Data Flow (continued)


Integration Server extracts basic call data from the ACD or other data source and
provides it to the web application. This data includes:
call volumes
AHT, backlog (for deferred contacts)

service levels

Abandons
agent log-on/log-off times
agent state changes
personal performance statistics for each agent

Integration Server also manages the flow of data between the BPMAINDB
database and the BPWAREHOUSEDB database through synchronization
processes.

2013 Avaya, Inc. All rights reserved. Page 50

Framework Data Flow (continued)


All Forecasting and Scheduling-specific data is viewed and manipulated through
Forecasting and Scheduling.

All other data is managed and configured through a browser-based interface (or
web application) that allows direct access to the application server.

Synchronization between BPMAINDB and BPWHATIFDB as well, which is


triggered by Forecasting and Scheduling.
New data created in the What-If database stays in What-If; each time the
synchronization is triggered, it overwrites existing content from the What-If
database first.

2013 Avaya, Inc. All rights reserved. Page 51

Pop-up Server
Various components of the Popup notification system and the
communication protocol
between them are shown here.

Supervisor
logged in WFO

WFO Server

Pop-up server and the


Application Server are typically
installed on the same computer.

HTTP

Agent Desktop
Running Pop-up
Client

Pop-up client, which is a


standalone application, is
installed on employee desktops.

SIP

SIP

Pop-up Server

2013 Avaya, Inc. All rights reserved. Page 52

Pop-up Server (continued)


Pop-up clients by default listen on a TCP port 2701. The Pop-up server opens a
connection to the pop-up client on this port. If this port is in use, the user must
select another port.

The port number will be used when installing the pop-up client.
The pop-up feature enables users to get real time alerts. The server can handle
two types of notifications:
On Demand Manual - A user logs on to the Workforce Management web application
and sends a Pop-up notification using the Send Message button.

Rule Based Automatic - The Workforce Management administrator configures Alert


Rules. When such a rule is triggered, Pop-up notifications are sent automatically.

2013 Avaya, Inc. All rights reserved. Page 53

Pop-up Server Continued (Server)


The features of the Pop-up Notification System include:
.NET Pop-up client running on agent desktop to view messages
HTML rendering of messages
Message with Single Sign-On URL

Message priority

Message managing deleting

SIP Messaging Protocol, Open Source Implementation (SIP Foundry)


DNS, SSL, and NAT/Firewall Support
Load Balancing and failover of SIP servers

2013 Avaya, Inc. All rights reserved. Page 54

Desktop

Thick Client Application


Screen Recording
WFM Forecast & Scheduling

Customer Environment
Desktop

Strategic Planner
Pop-Up client
Desktop

2013 Avaya, Inc. All rights reserved. Page 55

Logical System Building Blocks


Server
Physical hardware and operating system:
Windows 2008 R2, 64 bit
SQL 2008
Each server hosts only one platform.
Multiple servers can run the same Platform (scale up).

Platform
Predefined logical group of server roles that are installed together on a physical server.
Data Center
Framework Database and Reporting
Framework Database
Hardware and OS are independent.
Only one platform can be installed on a physical server.

Server role
A logical, predefined set of components providing specific functionality for the system
Framework Database
Framework Application
2013 Avaya, Inc. All rights reserved. Page 56

Single Server Solution


Consolidated Data Center platform used for single box solution.
Consists of all Server roles (Data Center and Site).
Most common design for Single application-only installation.

Consolidated Data Center Server 1


Data Center
Databases

Reporting Services

Web Services

Framework Integration Services

Web Applications

2013 Avaya, Inc. All rights reserved. Page 57

Multiple Server Solution


Server roles are physically separated based on customer design.
Data Center platforms:
Server 1 Database server roles and Framework Integration Service
Server 2 Applications server

Server 1 Data Center Zone

Server 2 Data Center Zone

Database and Reporting Platform

Applications Platform

Databases

Web Services

Reporting
Services

Web Services

Web Applications

Integration Services

2013 Avaya, Inc. All rights reserved. Page 58

Framework Platforms

Framework Data Warehouse


Framework Reports
Framework Applications
Framework Integration Service

Framework Integration Service

Application

Framework Database

Reporting

Data Center

Data Warehouse

System

Framework Database

Common

Framework Database & Reporting

Roles

Database

Type

Data Center

Platforms

Documentation Note: Avaya Aura Technical Overview


2013 Avaya, Inc. All rights reserved. Page 59

System Building Blocks Server Role Names Review


Framework Server Role Name

Framework Applications
Framework Data Warehouse
Framework Database

Components

User Manager, EM, WFM, SC, eLearning,


Coaching, Pop-up
BPWarehouseDB
BPMainDB User Manager, EM, WFM, SC,
eLearning, Coaching
BPWhatIf Same (Synched)

Framework Integration Service

Integration Server (BPFX)

Framework Reports

Cognos

2013 Avaya, Inc. All rights reserved. Page 60

Questions and Answers

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Review Questions
1. True or False? BPMAINDB is the operational database and
contains all employee and organization data for Framework.
2. The _____________ manages the flow of data between the
BPMAINDB database and the BPWAREHOUSEDB database
through synchronization processes.
3. Name the databases that make up the Framework solution.
4. How many zones exist in Framework and what are their names?
5. Can two Platforms be installed on the same hardware machine?
6. Can you deploy the Data Center zone on more then one
hardware machine?
7. True or False? Reporting Services (Cognos, Reporting
Management, Reporting Engine) resides on the Site deployment
zone.
8. True or False? The Database and Application server must
reside on the same server.

2013 Avaya, Inc. All rights reserved. Page 62

Module 1 Lesson 3

Framework Documentation Overview

2013 Avaya, Inc. All rights reserved.

Lesson Objectives
After completing this lesson, you will be able to:

List all the Framework Documents required for installation and


configuration

Provide and Installation and Configuration Documentation Map.

2013 Avaya, Inc. All rights reserved. Page 64

Framework Documentation
Pre-Installation: The following documents should be gathered to design and prepare
your Framework systems:

Avaya Technical Overview User Guide Release 12.0


Avaya Release 12.0 Technology, Security, Encryption, and Network Integration
Deployment Reference Guide

Avaya Aura WFO Security Configuration Guide Release 12.0

Avaya V 12 Customer Furnished Equipment Guide(xlsx)

Avaya Aura Performance and Sizing Guide Release 12.0


Avaya Technology Map Release 12.0
Avaya Desktop Applications Deployment Reference and Installation Guide
Release 12.0

Avaya Firewall Ports Configuration Release 12.0 (xlsx)


Avaya System Settings, Rights, and Services Hardening Release 12.0 (xls)
Site Preparation Checklist (xls)
Avaya Server Readiness Validator Release User Guide 12.0
2013 Avaya, Inc. All rights reserved. Page 65

Framework Documentation (continued)


Installation:
Avaya Aura Workforce Optimization System Installation and Upgrade Guide Release 12.0
Avaya Aura Workforce Optimization System Installation and Upgrade Guide Release 12.0

Upgrades:
Avaya Aura Workforce Optimization Suite Upgrade and Migration Guide Release 12.0

Configuration:

Avaya Enterprise Suite System Administration Guide Release 12.0

Avaya Enterprise Manager Configuration and Administration Guide Release 12.0


Avaya Aura Workforce Optimization Generic Interfaces and Adapters Guide Release 12.0
Avaya Aura Workforce Optimization Avaya Interfaces Guide Release 12.0

Administration:

Avaya Enterprise Suite Framework Administration Guide Release 12.0

Avaya Enterprise Suite User Management Guide Release 12.0


Avaya System Monitoring, Messaging, and Alarms Guide Release 12.0
Avaya Archive Administration Guide Release 12.0

2013 Avaya, Inc. All rights reserved. Page 66

Framework Documentation List (continued)


ACR
Avaya Contact Recorder Integration to Workforce Optimization Guide Release 12.0

QM
Avaya Quality Monitoring Form Designer User Guide Release 12.0
Avaya Quality Monitoring Standalone Form Designer Installation Guide Release 12.0

WFM
Avaya Aura Workforce Optimization Workforce Management Administration Guide
Release 12.0
Avaya Aura Workforce Optimization Internal - Quality Calculator V11 Adapter Guide
Release 12.0
Avaya Aura Workforce Optimization Internal - Staffing Calculator Adapter Guide
Release 12.0

Scorecards:
Avaya Scorecards KPI and Source Measure Reference Guide
Avaya Scorecards Administration Guide Release 12.0
Avaya Scorecards Users Guide Release 12.0
Avaya Aura Workforce Optimization Scorecards Adapters Guide Release 12.0
2013 Avaya, Inc. All rights reserved. Page 67

Framework Documentation List (continued)


Reporting:
Avaya Aura Workforce Optimization Framework Reports Guide Release 12.0
Avaya Aura Workforce Optimization Report Parameters Release 12.0
Avaya Aura Workforce Optimization Creating Reports in Cognos Release 12.0
Avaya Interactions and Analytics Reports User Guide Release 12.0
Avaya Interactions and Analytics Ad Hoc Reports User Guide Release 12.0
Avaya Scorecards Ad Hoc Reports Guide Release 12.0

Speech Analytics:
Avaya Speech Analytics Essentials User Guide Release 12.0
Avaya Advanced Speech Analytics User Guide Release 12.0

Customer Feedback:
Avaya Customer Feedback Users Guide Release 12.0
Avaya Customer Feedback Supplementary Installation Guide Release 12.0
Avaya Customer Feedback Administrator Guide Release 12.0

eLearning
Avaya eLearning Administration Guide Release 12.0
2013 Avaya, Inc. All rights reserved. Page 68

Framework Documentation List (continued)


Coaching:

Avaya Coaching Administration Guide Release 12.0

Avaya Coaching Users Guide Release 12.0

Content Producer
Avaya Content Producer User Guide Release 12.0

2013 Avaya, Inc. All rights reserved. Page 69

Locate Documentation
Framework Documentation is included on the software DVD and is available for
download from:
http://support.avaya.com

2013 Avaya, Inc. All rights reserved. Page 70

Lab
Lab: Documentation
Complete the Documentation Lab section of your guide.

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Module 02

Server Readiness, Installation, and Deployment

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Module Objectives
After completing this module, you will be able to:
Understand Server Readiness and Validation Tools
Perform Platform Installation
License and Activate system

2013 Avaya, Inc. All rights reserved. Page 73

Module 02 Lesson 01

Installation Overview and Preparation

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Lesson Objectives
After completing this lesson, you will be able to:

Define Framework Installation Steps.


Outline Framework installation Steps.
Validate System Prerequisites

2013 Avaya, Inc. All rights reserved. Page 75

Framework Installation Overview


The Avaya Framework is composed of
a number of services that can be
installed on a single server or multiple
servers.

Each of these services is defined as a


server role.

Platform
Software only

Server Role 1
Component (MSI)

A server role contains a predefined set


of components. A component is an
installation unit (for example, an MSI).
The component is the smallest software
module of the installation package.

A predefined logical group of server


roles that are installed side-by-side on a
server is defined as a platform. The
platform does not depend on the
hardware.

Server Role 2
Component (MSI)

Server Role n
Component (MSI)

Servers
Installed with a single platform
Two or more physical servers
can have the same installed
platform

2013 Avaya, Inc. All rights reserved. Page 76

Installation Overview
The following steps are completed for Framework installation:
1. The customer designs, purchases and prepares, the server infrastructure
according to the Avaya Customer Furnished Equipment Guide (xls).
2. The customer prepares the site for installation using the details provided in the
Avaya Release 12.0 Technology, Security, Encryption, and Network
Integration Deployment Reference Guide and fill in the Site Preparation
Checklist (SPC).
3. The installer is provided with the design document, the latest software, license and
verifies site readiness for installation.
4. Prepare and connect the servers to the customer network
5. Prepare the domain controller:
Join the servers to a domain controller (customer or isolated domain)
Verify user accounts for installation, application, and maintenance

6. The installer validates the server prequisite using the Server Readiness
Validator.
7. Install Avaya WFO Framework via the Server Readiness Tool using the
instructions provided in the Avaya Aura WFO Release 12.0 System Installation
and Upgrade Guide and details specified in the project design document.
8. Install any available software enhancements.
9. Activate Framework licenses and configure server roles. 2013 Avaya, Inc. All rights reserved. Page 77

Framework Network
The Framework server is installed on the local LAN and connects to telephony
systems, for example the CCMS server using standard IP network protocols and
database access methods.

2013 Avaya, Inc. All rights reserved. Page 78

Framework Network(continued)
The system uses Microsoft
Windows network and operating
system services as the basis for
system security. The systems uses
Microsoft Windows Domain and
Forests as the basis for
authentication.

The system servers, service user


accounts, and service groups must
be members of the Active
Directory.

In all cases, the Windows


Networking model for security and
directory services has the core
concept of a Domain. Active
Directory adds the higher-level
Domain Tree and Forest.
2013 Avaya, Inc. All rights reserved. Page 79

Joining Server to Domain


Before joining an Avaya Aura WFO server to a domain, ensure the server has the
following:
A connection to the customer network
A valid IP address
A continuous connectivity to the domain controller
A properly configured DNS server

Based on the customer choice of domain type, join all Avaya Aura WFO servers to
either:
Customer domain (to be performed by the customer)
Desktops that reside on the customer domain must be able to resolve the IP address
for system servers based on their full qualified domain name or host name.
Dedicated domain

In multiple domains, all servers must use the same service account .
All servers must be able to resolve and authenticate with service account.

2013 Avaya, Inc. All rights reserved. Page 80

Joining Server to Domain (continued)


To set up a dedicated domain:
1. Install a Domain Controller on a server.
The recommended server is the server that hosts the Framework Applications server role
(depending on the deployment, the server can be installed with either the Consolidated,
Data Center or Application platforms).
If system includes more than one server, install a Domain Controller on each of the
servers and configure a replication between them for redundancy purposes.

2. Join the Avaya Framework servers to the dedicated domain.

3. Establish a one way trust from the dedicated domain to the customer domain.

Note
See Microsoft MSDN site for more details.

2013 Avaya, Inc. All rights reserved. Page 81

Time Synchronization
All server clocks must be fully synchronized between each other and with the
domain of which the server is a member.

All servers must be set up in the same way with regards to automatically adjusting
clocks for daylight saving changes (with this feature either enabled or disabled
across all machines).

If servers reside on different domains (even when in the same forest) and sync
directly with their domains, the domains' clocks must be synced.

The system does not support custom time zones.


The system automatically sync according to Olson Timezone Database to retrieve
daylight saving time shifts.
Servers must be up-to-date with the latest Time zone related hot-fixes released by
Microsoft.

2013 Avaya, Inc. All rights reserved. Page 82

Preparing for Installation


Review Anti-Virus Exclusion List to prevent scanning of files and folders during
installation.

The installation package (3 DVDs) is copied all together to a single location and is
accessible. This means merging the contents of each folder on the DVDs into a
single location.

Management Service Account (IMSA) has all required permissions set.

Note
Ensure that the password for IMSA has NO special characters.

Ensure IIS is installed and has FTP enabled (if required; i.e., Avaya integration).
Also ensure IIS6 compatibility components have been added.

Windows Firewall Service ensure it is stopped/disabled


Disable the Data Execution Prevention setting (Cognos related)
Screen saver disabled
2013 Avaya, Inc. All rights reserved. Page 83

Preparing for Installation (continued)


SQL SERVER

Ensure SQL Server has been installed with a domain account with Administration
rights on the server. Failure to do so will result in the Application Service Account
being rejected as invalid even though correct credentials are entered at the time.

Verify SQL has been installed with Windows or Mixed Mode Authentication.
Ensure SQL Server Agent service has been set to Automatic and is running, prior
to running Framework installation.

2013 Avaya, Inc. All rights reserved. Page 84

Management Service Account (IMSA)


Account

Requirements

Installation Account

Account that will have access to the installation media

Management Service Account

A domain user account used for the following purposes:


Running services of Avaya Aura applications
Accessing multimedia files using file-security access
Configuring services to run with management account privileges
Managing and accessing the SQL databases
This account must be a domain user with the following
rights for each of the servers:
Local administrative rights part of Admin group and User group
Group Policy:
1. Logon Service rights
2. Lock Pages in Memory rights
Access from network
Administrative rights on SQL Databases sysadmin Group
No SPECIAL characters in the password
NOTE: account used to log on to the SRTool for installation

2013 Avaya, Inc. All rights reserved. Page 85

Installation Tools
The following software tools are used to install Framework:

Server Readiness Validation tool system prerequisite validation.


Server Readiness Tool (SR Tool) - system installer.

2013 Avaya, Inc. All rights reserved. Page 86

Server Readiness Validation Tool


Server Readiness Validation tool

Independent customer-facing tool; customer runs on all servers before installation.


Tool to validate the server against the server requirements, and that the server is
ready for the installation:
Hardware specifications
Operating System settings
Third-party software
Network Settings
Partitions

Creates a report to show any trouble spots.


Does not cover all required parameters some manual validations are required:
Disk size and capacity for storage
Database drives
Disk performance

2013 Avaya, Inc. All rights reserved. Page 87

SR Validation Process
The validation flow process is as follows:
1. The Server Readiness (SR) Validator reads a server's current server installation.
2. The user selects the Server Group (such as Core Data Centers Servers) and
Server Type (such as Application Server).
3. The user inputs the appropriate values to reflect configuration of server.
4. The SR Validator compares the current installation and configuration with the
requirements files for the selected server and displays the results for the server.
5. The results can be exported to an HTML file that includes the server's current
status together with the server requirements.
6. All the servers validation information is maintained on the server you validated.
This information is then used during the servers installation process.
7. FIX what needs FIXING!!

2013 Avaya, Inc. All rights reserved. Page 88

SR Validator Tool (continued)

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SR Validator Tool (continued)

1. Searches
for server

2. Select
Group

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SR Validator Tool (continued)

3. Select
Server Type

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SR Validator Tool (continued)

4. Modify settings as
necessary

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SR Validator Tool (continued)

5. Compares the current


installation and
configuration with the
requirements

2013 Avaya, Inc. All rights reserved. Page 93

SR Validator Tool (continued)


SQL Trace Flags are a common setting not set during installation.
Steps to fix found in SQL Server Setup eWare Guide Ch2: Post Installation.

6. Verifies SQL
Server values and
settings

2013 Avaya, Inc. All rights reserved. Page 94

Sample of Report

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SR Validators
Server Readiness will pop an alarm for any issue found it will never fix the problem.

Generic text validation and


range limiter

Ensure that values are as we expect them to be; for example,


if we asked for a value that has a distinct mask folder
locations, ports (that have a specific ranges), and others.

Admin (IMSA and installer)


permissions validation

Validates that a specific user has a log on as a service


permission, which is required for installation

Drive validation

Validates that the storage location to which we are going to


install exists, and has enough free space.

SQL validation

Maintenance Group validation

Validates that the domain account can log on to the SQL


server we require, and has all the permissions required for
the install to succeed
Validates Maintenance group existence in the local or Active
directory

2013 Avaya, Inc. All rights reserved. Page 96

Lab
Lab: System Validation
Complete the System Validation Lab section of your guide.

2013 Avaya, Inc. All rights reserved. Page 97

Module 02 Lesson 02

Framework Platform Installation

2013 Avaya, Inc. All rights reserved. Page 98

Lesson Objectives
After completing this lesson, you will be able to:

Describe the SR Tool.


Describe Framework Installation.
Describe Framework Software files.
Install Framework.
Validate Framework Installation.
Troubleshoot Framework Installation.

2013 Avaya, Inc. All rights reserved. Page 99

Server Readiness Tool (SR Tool)


Framework is installed using the Server Readiness Tool (SR Tool):
A .NET2 XML-based proprietary Installer designed for installing the Framework platform
on both the local and remote servers.
Enables concurrent installation of remote multiple servers from a local server. This
means you run the Installer and install the relevant platforms on the remote servers over
the network.

The same tool is used for Service Packs and HotFix deployments.
The SR Tool checks software on server and deploys:
All 3rd-party software
WFO applications

Does not include SQL servers (part of pre-requisites).

2013 Avaya, Inc. All rights reserved. Page 100

Server Readiness Tool (SR Tool) (continued)


SR Tool pack includes:
Platforms XML-based structure of platforms installation (software only)
Components installation infrastructure
Pre-installation, 3rd-party, shared components, post-installation contains MSIs
Roles list of components per role

InstallerSetup prerequisites for the SR


Installer Setup.exe
Release Notes.htm version tracking for SR engine

2013 Avaya, Inc. All rights reserved. Page 101

Installation Guidelines
The Installer enables concurrent installation of remote multiple servers from a local
server. This means, you run the Installer and install the relevant platforms on the
remote servers over the network.

Follow these guidelines:


Avaya recommends running the Installer from a local server that is not part of the
deployment (allocated temporarily for this purpose only). If a temporary local server is not
available, run the Installer from a local server with the least time consuming installation
(for example, the Application server).
Do not install the local server and remote servers simultaneously, because during the
installation process, the server requires a restart.

Install the local server either before or after the remote servers installation.

In deployments that include at least one Application Server, you must install the
Database platforms before installing the Application server. This is due to a dependency
of the Application Platform on the Framework Database server role.
Do not install more than 10 platforms concurrently.

2013 Avaya, Inc. All rights reserved. Page 102

Framework Install Flow


1. Install Base version Framework.
2. Install Service Pack - SP1.
3. Install any Hot Fixes.

2013 Avaya, Inc. All rights reserved. Page 103

Framework Software Files


As of the release of this course, the following software files pertain to WFM:
Software

Filename

DVD

Framework Base DVD 1

AVAYA_Aura_Platform_DV
D_1.iso

Yes

Framework Base DVD 2

AVAYA_Aura_Platform_DV
D_2.iso

Yes

Framework Base DVD 3

AVAYA_Aura_Platform_DV
D_3.iso

Yes

Framework Service Pack 1

AVAYA_Aura_SP1.iso

Yes

Comments

2013 Avaya, Inc. All rights reserved. Page 104

Installation Timing
The following table provides time estimates required to install each of the
platforms. The time is based on laboratory conditions with the following
specifications:
All servers hardware: Intel Xeon 1.6GHz 2.33GHz (2 processors) 2GB RAM

Network bandwidth: 1Gbps

The actual time depends on the amount of traffic on the network.


Platform

Total Install + Restart Time (hh:mm)

Data Center

03:00

Application

1:30

Database

02:00

Data Warehouse

00:45

Reporting

01:30

Framework Database & Reporting

02:00

Framework Database

01:15

Framework Integration Service

00:45
2013 Avaya, Inc. All rights reserved. Page 105

Framework Installation
Use the IMSA account to log in and install.
Make sure to select Remember My Password.

Select Remember My
Password

2013 Avaya, Inc. All rights reserved. Page 106

Framework Installation (continued)


These credentials are used to access the install media (not necessarily the same
as IMSA).

2013 Avaya, Inc. All rights reserved. Page 107

Framework Installation (continued)

First select
Group, and then
select Platform

2013 Avaya, Inc. All rights reserved. Page 108

Framework Installation (continued)

2013 Avaya, Inc. All rights reserved. Page 109

Framework Installation (continued)

Service Account must be granted


the Logon as service rights
within Local Group Policy.

2013 Avaya, Inc. All rights reserved. Page 110

Framework Installation (continued)

Identify the location of the SQL


Server.
Make sure the correct directory
drive is identified for all
databases.

Make sure to set the


correct START DAY for
Framework
DATAWHAROUSE!!
2013 Avaya, Inc. All rights reserved. Page 111

Framework Installation (continued)


Standard View

The properties in standard view include the default settings for all databases and
the properties that are commonly used.

2013 Avaya, Inc. All rights reserved. Page 112

Framework Installation (continued)


Advanced View

The properties in the advanced view include optional properties specific to each
database, in addition to the properties in the standard view.

Setting values in advanced view overrides the default values.

2013 Avaya, Inc. All rights reserved. Page 113

Framework Installation (continued)

SR Tool verifies for


software pre-requisites
and installs what is
needed.

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Framework Installation (continued)

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Framework Installation (continued)

Click Next to continue the


installation after the
settings are completed.

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Framework Installation (continued)

Click Install to continue.

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Framework Installation (continued)

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Framework Installation (continued)

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Framework Service Pack Installation


All Service Packs and most Hotfixes are applied using the SR Tool.
Run the setup.exe for SR Tool from the Service Pack directory.

2013 Avaya, Inc. All rights reserved. Page 120

Framework Service Pack Installation (continued)

Select the Group to


install

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Framework Service Pack Installation (continued)

All settings are displayed.


Click Next to install.

2013 Avaya, Inc. All rights reserved. Page 122

Framework Installation Limitations


In a distributed environment, the installation of Framework database MUST be run
prior to installation of Application and Reporting platforms.

You cannot use \ at the end of software, data, and DBs Directory names.
You cannot use (space) in software, data, and DBs directory names.
You can use up to 30 characters in software, data, and DBs Directory names.
The domain name cannot be FQDN.
If you get this error in the first page of SR, this
indicates there is a problem with installer user.

2013 Avaya, Inc. All rights reserved. Page 123

Validators Errors

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Sample of Failed Installation


If installation fails, it will stop at that point and quit from tool.
Once the issue is resolved, restart the SR Tool and it will pick up where it left off.

2013 Avaya, Inc. All rights reserved. Page 125

Troubleshooting
In case of Server Readiness failure, track the failed component
by going to:
C:\Program Files\Server Readiness\Log\installer\log-file (32 bit), or
C:\Program Files (x86)\Server Readiness\Log\Installer\log-file (64 bit)

SR log collection tool A separate log collection for the SR located in the SR
installation kit ..\InstallerSetup\LogCollector.

2013 Avaya, Inc. All rights reserved. Page 126

Install Success!
Launch browser and navigate to WFO URL to access the login screen
http://<appserver>:7001/wfo
Login: wsuperuser/pumpkin1

2013 Avaya, Inc. All rights reserved. Page 127

Install Success! (continued)


The only screen available is the licensing module. Framework is not accessible
until the license is applied.

2013 Avaya, Inc. All rights reserved. Page 128

Lab
Lab: Framework Installation
Complete the Framework Installation Lab section of your guide.

2013 Avaya, Inc. All rights reserved. Page 129

Questions and Answers

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Review Questions
1. Describe the installation tools used during the installation
process.
2. Which OS is supported in Framework?
3. What are the required rights for the IMSA account?
4. Which account should be used to run the SR Tool for installation
of components?
5. Which special characters are permitted in the IMSA account
password?
6. Do I have to select "Remember My password" on the login
screen of the SR Tool? Why?
7. What information is required to install the F&S client on user
PCs?
8. Does the Framework System require static IP addressing?

2013 Avaya, Inc. All rights reserved. Page 131

Module 02 Lesson 03

Licensing and Product Activation

2013 Avaya, Inc. All rights reserved. Page 132

Lesson Objectives
After completing this lesson, you will be able to:

Understand Product Licensing.


Access licensing page in Web application.
License Applications.
Activate features and products.

2013 Avaya, Inc. All rights reserved. Page 133

Framework Licensing
Licensing for the Framework is centrally managed, and is designed to allow the
system to monitor license usage, statistics and violations reporting.

These are the outcomes of successful license and product activation:


Enterprise configuration: the installer sets up the customers Enterprise hierarchy and
configure the server roles associated with the products for which the customer purchased
the license.
User management: roles and privileges related to selected products are activated,
depending on the licensing.

User interface: Modules and screens are visible in the suite portal depending on the
products that were activated.

2013 Avaya, Inc. All rights reserved. Page 134

Licensing Details
License is used to limit usage of the system.
Applications/features limits the applications available from the suite.
Number of entities limits the number of entities supported by the licensed application.

Licensing information is encapsulated in an XML file that contains the following


encrypted information:
Licensee name.
License Reference Number.
One or more licensed items (application or feature).
Each licensed item contains an expiration date and attributes such as Employee, Seat, or
Units.

2013 Avaya, Inc. All rights reserved. Page 135

Licensing Details (continued)


Licensing generation, Web-based application available for access twenty-four
hours, 7 days a week

URL: https://ilaccess.verint.com/V11Activator/Activate.aspx
Input: License Reference Number (LRN) and License registration key
Output: XML license file

2013 Avaya, Inc. All rights reserved. Page 136

Licensing Workflow
1. New (unsigned) license creation during Fulfillment:
The licensing process begins with an initial unsigned license file that is generated after a
customer order is placed. The license is then stored with a unique license reference
number.

2. Enterprise Suite Installation:


The customers Enterprise solution is installed.

3. License registration key generation:


During installation of the customers Enterprise solution, a license registration key is
generated.

4. License activation:
Upon completion of installation, the installer activates the license using the license Web
application. Both the unique license reference number and registration key are required
for the activation. This creates an active (signed) license file.

5. Product activation:
To activate products, the installer logs on to the Avaya Aura portal and, in the License
administration screen, uploads the newly activated license document and restarts the
server.
2013 Avaya, Inc. All rights reserved. Page 137

Licensing
Before applications can be configured a license file must be installed within
Framework.

Enter the URL of the system installed with Framework


http://<ApplicationServerName>:7001/wfo/

On the logon screen, type the default administrators user name and password:
wsuperuser and pumpkin1.

Click Login. The portal opens, displaying only the General Settings and License
Management tabs.

Click on the System Management tab and under General Settings, click on the
License Management entry.

2013 Avaya, Inc. All rights reserved. Page 138

Retrieving License Registration Key


The License Management page opens.
The default license state is expired and a license file is required to activate the
Framework installation.

The License is based on the Registration Key (generated by the Framework


installer) and a License Reference Number (vendor generated) and is unique to
each Framework server.

You will need to copy the Registration Key to proceed with activation.

2013 Avaya, Inc. All rights reserved. Page 139

License Activation
Navigate to the license activation Web application at this URL:
https://ilaccess.verint.com/V11Activator/Activate.aspx or
https://oaccess.verint.com/V11Activator/Activate.aspx

The License Activation screen opens.

In the License Reference Number (LRN) text box, type the LRN.
Click Go.
Click Accept.

2013 Avaya, Inc. All rights reserved. Page 140

License Activation (continued)


The screen refreshes with the license details. Click OK.
The screen refreshes, displaying a number of verification fields: End User
Contact Name, End User Contact Telephone Number, End User Contact
Email, as well as fields to enter and re-enter the 32-digit Registration Key.

Enter the appropriate information in the End User Contact Name, End User
Contact Telephone Number, and End User Contact Email fields.

Enter the registration key (RK) in the Please enter the 32-digit Registration Key
(RK) and Re-enter the 32-digit Registration Key (RK) fields.

Click OK.
2013 Avaya, Inc. All rights reserved. Page 141

License Activation (continued)


The screen refreshes again showing the XML file, which you copy to your hard
drive and then use to activate your licensed products.

Click Download to download the file to your computer. The license file opens.
2013 Avaya, Inc. All rights reserved. Page 142

License Activation (continued)


Do one of the following:

Save the XML license file on your hard drive.


OR

If you dont want to save the file immediately to your hard drive, access your e-mail
at a later time at the address you provided above (End User Contact Email). You
should receive an e-mail that confirms your details and that includes the file
attachment for your license. Open and save the attachment on your hard drive.

2013 Avaya, Inc. All rights reserved. Page 143

Sample XML License File


<?xml version="1.0" encoding="UTF-8" ?>
<BP-licenses LRN="L01304B7F7A5E-3011" activateDate="06/01/2011" expiresInDays="90" format="2.0" product="Workforce Optimization
Suite" release="12.0.0">
<licensee>AvayaLab Corp</licensee>
<item displayname="Forecasting and Scheduling - RFS - 93-530-4038" name="WES">
<expiration>08/30/2011</expiration>
<max-seats>100</max-seats>
<signature>WASi7pqwfplz8li9AtyN7IL2ahTFj6bNaomMDJ/GyhqvV2LJIea+kekFdiMzzrcevHlLQ2LpT79d
GSTlIf1+cOaDQryVHlPfyMvMHh0UeMyanS38XMg3xS7Kz6L8WxXwp4iZJorwQIL9qCaI/HOV/vp0
2RRIKGJPnGSPnebYiz8ufggZhZ9sXpRdgAtJI8pY3nv984GvF0gikKplqPUSPg==</signature>
</item>
<item displayname="ACD Monitoring - 93-530-3095" name="ACDMonitoring">
<expiration>08/30/2011</expiration>
<max-seats>100</max-seats>
<signature>WASi7pqwfplz8li9AtyN7IL2ahTFj6bNaomMDJ/GyhqvV2LJIea+kekFdiMzzrcet1iPk9kKNGh0
U+CZgINkX8RkOtLiJf55nz9UJQ/i3SSxGNmk8/gFq93O5MZo34gxn4GmyprPHZ01AKiKC0qcGOFq
vI5EikYJsBQR6okyptMNJOPyAxA1r9RxLPirLiQi</signature>
</item>
<item displayname="Performance Management Basic Scorecards - 93-530-3091" name="AdvisorEssential">
<expiration>08/30/2011</expiration>
<max-seats>100</max-seats>
<signature>WASi7pqwfplz8li9AtyN7IL2ahTFj6bNaomMDJ/GyhqvV2LJIea+kekFdiMzzrcefgydnOAdV59g
/pVUCBXPi8PPWWhgQfsCNiFs7O3DygY9R2JNLeeqWmVtB0TaTXOnzDZfqzDroSrLKpF3OKbOj6TY
FqqsRB8b2y19QIUoI8ss9A2AniUzvzbHjBlyrif+iBXHVYIAdBw4vZ2SyGc4+QjA6n2AGgdlvOY3 xlxy2Jk=</signature>
<item displayname="Performance Management Advanced Scorecards - 93-530-3092" name="AdvisorExpress">
<expiration>08/30/2011</expiration>
<max-seats>100</max-seats>
<signature>WASi7pqwfplz8li9AtyN7IL2ahTFj6bNaomMDJ/GyhqvV2LJIea+kekFdiMzzrce9WgWthrff4tV
mA2Igu2z9z0WGp8KWV954qW9sYi9hhjsqrCAVdwK/ahxj+SOyPVFjnFasp+XzNoXi2ChNlTv++zq
zCr2ZVAbxIKbhY3njaiAXH52bDDX73HPGKv+U3ayGxdt1KXRYH15ZHD1oufdVcVraswjk+hyFP1r h1jQM8o=</signature>
2013 Avaya, Inc. All rights reserved. Page 144

Product Activation
Enter the URL of the system http://<ApplicationServerName>:7001/wfo/.
On the logon screen, type the default administrators user name and password,
wsuperuser and pumpkin1, and click Login.
The Avaya Aura portal opens, displaying only the General Settings and License
Management tabs.
Click System Management > License Management to open the License
Management tab.
Click Upload License at the bottom of the screen.

Click Upload License

2013 Avaya, Inc. All rights reserved. Page 145

Product Activation (continued)


In the Upload License File
dialog box, beside the
License box, click Browse.

Navigate to and select the


XML activated license file
that you saved to your hard
drive during the license
activation process.

Click Upload.
After the upload completes,
a message appears in the
Upload License File dialog
box to restart all application
servers.

2013 Avaya, Inc. All rights reserved. Page 146

Product Activation (continued)


Restart the Weblogic service (WFO_ProductionDomain_ProductionServer) on
the application server.

2013 Avaya, Inc. All rights reserved. Page 147

Feature Activation
Enter the URL of the system http://<ApplicationServerName>:7001/wfo/.
The Avaya Aura portal opens, displaying only the features and functions that the
customer is licensed for.

Click System Management > License Management to open the License


Management tab.

Select the non-licensed features the customer requires.

Remember
Restart the Weblogic
service
(WFO_ProductionDomain
_ProductionServer) on the
application server.

2013 Avaya, Inc. All rights reserved. Page 148

Lab
Lab: Licensing
Complete the Licensing Lab section of your guide.

2013 Avaya, Inc. All rights reserved. Page 149

Questions and Answers

2013 Avaya, Inc. All rights reserved. Page 150

Review Questions
1. What information is required to get the Framework license?
2. Place the workflow items in the correct order:
a. License activation
b. Enterprise Suite installation
c. LRN creation during fulfillment
d. License registration key generation

3. What is the difference between License Activation, Product


Activation, and Feature Activation?
4. Where do you view the License once it is uploaded?
5. True or False: The WFO service does not need to be restarted if
only activating a non-licensed feature.

2013 Avaya, Inc. All rights reserved. Page 151

Module 3

Framework Configuration and Technical Integrations

2013 Avaya, Inc. All rights reserved. Page 152

Module Objectives
After completing this module, you will be able to:

Understand Framework User Interface


Navigate the Framework Web Application
Navigate Enterprise Management
Understand Security Configuration
Configure Users

2013 Avaya, Inc. All rights reserved. Page 153

Module 3 Lesson 1

Framework User Interfaces Overview

2013 Avaya, Inc. All rights reserved. Page 154

Lesson Objectives
After completing this lesson, you will be able to:

Overview the Framework User Interfaces.


Introduce the Framework Web Application.
Introduce the Forecast and Scheduling Client.
Introduce Strategic Planning Client.

2013 Avaya, Inc. All rights reserved. Page 155

Framework User Interface


Once the software is installed and license, you can interact with Framework via the
available User Interfaces:
Framework Web Application
Quality Monitoring
Forecast and Scheduling
Strategic Planner

2013 Avaya, Inc. All rights reserved. Page 156

User Interfaces

Forecasting and
Scheduling: Forecasting,
Scheduling, Publishing

Web application: User


Management, Reports,
Schedule Viewing,
Requests Auctions

2013 Avaya, Inc. All rights reserved. Page 157

User Interfaces - Strategic Planner


Create long-term
forecasts of workload,
performance, and
hiring/attrition needs

Estimate the right staffing


levels in a skills-based
and multi-contact
environment

Quickly create and


examine various
shrinkage, staff loading,
and cost models

Note
The Strategic Planner module needs a
separate license

2013 Avaya, Inc. All rights reserved. Page 158

Logging On to the Framework Web Application


Register and Reset Password

Use if you have forgotten password


Requires registered e-mail ID and self-identification

Your user name and password

Click Login

2013 Avaya, Inc. All rights reserved. Page 159

Framework Web Application - Basic Navigation

Module
Section

Tab

Module: First level of buttons enables navigation around the various modules of
the Web application.

Section: Second level navigation buttons are displayed depending on the module
selected.

Tab: Tabs are the third level of buttons they help you navigate to the screen you
need.
2013 Avaya, Inc. All rights reserved. Page 160

Framework Web Application - Basic Navigation

Module
Section

Based on Preference settings, the menu could also be displayed this way. Tabs
appear once Section is selected.

2013 Avaya, Inc. All rights reserved. Page 161

Preferences

Control how
information is
presented

2013 Avaya, Inc. All rights reserved. Page 162

Help Screens

Context-sensitive help text


available from any screen

2013 Avaya, Inc. All rights reserved. Page 163

Multiple Concurrent Sessions

Open a new browser window, point to the URL, and log on again.
Note: If you log on with different user credentials with different rights, the windows
inherit the privileges of the user with the highest level.

2013 Avaya, Inc. All rights reserved. Page 164

Framework Web Application - Modules


Module

Function

My Home

Entering and viewing personal data

System Management

Server Monitoring and configuration


System-wide settings for Framework including general settings,
data source, integration servers
Log entries, license, and version information

Organization Management

Settings for organizations, activities setup, Request


Management setup, scorecards setup, queue setup, and
mapping

User Management

Data profile, schedule viewing, user management, access rights,


Time-Off management

Tracking

Employees adherence information, adherence exception


management, tracking contact center performance, alert rules

2013 Avaya, Inc. All rights reserved. Page 165

Framework Web Application Modules (continued)


Module

Function

Performance Management

Employee and Organization Scorecards

eLearning

Module to work with lessons, assignments, reviews and


competencies

Coaching

Out of the box workflow for scheduling, delivering, and


tracking agent coaching
Integrated with QM Evaluation Scores and KPIs

Request Management

Manager-level functions for processing time-off requests,


shift-swap requests, and shift bidding requests

Reports

Framework report selections and generation module

Interactions (with QM integration


only)

Provides single sign-on login to Quality Monitoring

2013 Avaya, Inc. All rights reserved. Page 166

What-If Mode
What -If mode: A copy of the main database is made and used to explore other
scenarios while keeping initial scenarios intact for immediate management needs.

Use What-If mode to manipulate data without making permanent changes to it.
A duplicate What-If database is created using production (BPMAINDB) database.
Resynchronize to update What-If database with current data contained in the
BPMAINDB database.

BPMAINDB
Database
What-If
Database

Synchronize
One-way only

2013 Avaya, Inc. All rights reserved. Page 167

Module 3 Lesson 2

Navigating Framework Web Application

2013 Avaya, Inc. All rights reserved. Page 168

Lesson Objectives
After completing this lesson, you will be able to:

Describe Navigation of the Framework web application

2013 Avaya, Inc. All rights reserved. Page 169

Resources
Avaya Technology, Security, Encryption, and Networking
Deployment Reference Guide Release 12.0

Avaya Aura Workforce Optimization System Installation and


Upgrade Guide Release 12.0

Avaya Technical Overview User Guide Release 12.0


Avaya Enterprise Manager Configuration and Administration
Guide Release 12.0

Avaya Enterprise Suite Framework Administration Guide


Release 12.0

2013 Avaya, Inc. All rights reserved. Page 170

Starting Framework Web Application


To start Framework Web Application :

1. Open your web browser and type the URL of the server location where Workforce
Management is installed.
If your system is configured for single sign-on, the login page is displayed and the
Trusted Login check box is checked. You do not need to sign in to the application, only
click on Login. You can then start working with Workforce Management.
If your system is not configured for single sign-on, the Login page opens:

2. Type your Username and Password (both are case-sensitive), then click Login.
Workforce Management opens to the default page for your role or the one you
have selected in Preferences.

2013 Avaya, Inc. All rights reserved. Page 171

Special Characters
The following are special characters, and cannot be used within Enterprise
Manager:
[left square bracket
]right square bracket
<less-than sign
>greater-than sign
\reverse solidus (backslash)
"quotation mark
&ampersand
!exclamation point
?question mark

Individual pages within the web application might restrict the use of some other
characters.

2013 Avaya, Inc. All rights reserved. Page 172

Framework Web Application Layout - Modules


Framework uses a web-browser-based interface with a navigation bar and multiple
levels of tabs.

The topmost level of navigation consists of modules, such as the following:


System Management
Organizational Management
User Management
Forecasting and Scheduling
Tracking
Performance Management

Coaching

2013 Avaya, Inc. All rights reserved. Page 173

Framework Web Application Layout - Modules(continued)


At the far right end of the modules, a button ( ) allows you collapse and truncate
the module navigation level from two lines to one, which can be useful depending
on your screens size.

Hovering your cursor over a module displays a window showing all the sections
into which functions are grouped under the module, such as:

Attributes
Schedule

Log Manager
2013 Avaya, Inc. All rights reserved. Page 174

Framework Web Application Layout


The next level down of navigation is referred to as a tab, for example Summary:

General controls are located above the navigation bar:


Click Refresh
Click Print

- to update the data on your page.


-to print a copy of the current page.

Click Send Message

Click Enter What If


Click Preferences

- to send a pop-up alert to selected target users.

- to enter What If mode.


-to open the Preferences window.

Click Help
- to open the Workforce Optimization Solution Help system and display
help for the current page.

Click Logout

- to log out of the Workforce Optimization Solution.

2013 Avaya, Inc. All rights reserved. Page 175

Basic Navigation
Navigate by hovering your cursor over the appropriate module to display the
sections and their tabs, and click the tab you want to use.

Note that the modules, sections, and tabs available change depending on the
users role and your license.

If you resize your browser window, the rightmost buttons on the button bar may be
hidden. Resize your browser window, scroll horizontally, or change your screen
resolution to see them.
2013 Avaya, Inc. All rights reserved. Page 176

Expanding Pages
Some pages in Web application use two panes with a selection list on the left and
an action page on the right.

Either side of these pages can be expanded by clicking one of the arrow buttons
between the panes.

2013 Avaya, Inc. All rights reserved. Page 177

Expanding Pages (continued)

Click the button facing right to expand the left pane into a summary list.

2013 Avaya, Inc. All rights reserved. Page 178

Expanding Page (continued)


Click the button facing left to expand the right pane into a full page display.

To return to the original display, click the single-arrow button to the side of the
display. To switch the pages displayed, click the double-arrow.

2013 Avaya, Inc. All rights reserved. Page 179

Expanding Page (continued)


The pane on the right may consist of one or more groupings, referred to as
containers:

Each container has its own title and can be collapsed or expanded. Containers
may contain multiple collapsed levels.

2013 Avaya, Inc. All rights reserved. Page 180

Expanding and Collapsing List


Some lists in the web application have controls that allow you to expand the list
completely, or to collapse it.

For example, the following shows the Organization Scope list in both its expanded
and collapsed form:

2013 Avaya, Inc. All rights reserved. Page 181

Selecting Items in a Drop-Down Menu


You set the value of some items in the Workforce Optimization Solutions web
interface using drop-down menus. There are two types of drop-down menus,
differentiated by button:
single-selection

- You can only select one item from the drop-down menu.

multi-selection
- You can select one or more items, using the Ctrl key to select nonadjacent items or the Shift key to select a contiguous range of items. Once you finished
selecting hit the multi-selection button once more.

TIP: If the items you have selected cannot be fully displayed in the selection box,
position your cursor over the selection for a few seconds (known as hovering). The
selected items will be displayed as a tool-tip. This same technique can be used for
both single and multi-selections.

2013 Avaya, Inc. All rights reserved. Page 182

Expanding Truncated List


Some windows automatically truncate text in the Content Title area of the window.
To indicate that the text has been truncated, the system adds an ellipsis (...) to the
end of the displayed text.

To expand the text so you can see it in its entirety, position your cursor over the
text for a few seconds (referred to as hovering). The full text then appears in a
pop-up box:

2013 Avaya, Inc. All rights reserved. Page 183

Sorting Data
Many of the Workforce Optimization Solutions pages contain columns of
information that can be sorted.

To sort information:
Click the name of the column to be sorted. The column head turns darker and a small
arrow indicates the sort order of the column.

To reverse the sort order, click the name of the column again.

2013 Avaya, Inc. All rights reserved. Page 184

Printing a Page
To print a page:
1. Click Print on the navigation bar. The Print dialog box opens.
2. On the Options tab, select Print frames as laid out on screen.
3. Click Print.

2013 Avaya, Inc. All rights reserved. Page 185

Setting Preferences
You can set your viewing preferences by clicking Preferences on the navigation
bar. These settings remain in effect until you change them.

These settings affect only your display. Some of the preference settings shown
may not be applicable to you, depending on your license.
2013 Avaya, Inc. All rights reserved. Page 186

Logging Off
You can log out of the Web Application at any time.
To log out of the Workforce Optimization Solution: Click Logout on the navigation
bar.

2013 Avaya, Inc. All rights reserved. Page 187

Lab
Lab: Framework Navigation
Complete the Framework Navigation Lab section of your guide.

2013 Avaya, Inc. All rights reserved. Page 188

Module 3 Lesson 3

Enterprise Management Introduction

2013 Avaya, Inc. All rights reserved. Page 189

Lesson Objectives
After completing this lesson, you will be able to:

Describe Enterprise Management.


Describe Enterprise Managements Hierarchy.
Define Enterprise Management server configuration options.

2013 Avaya, Inc. All rights reserved. Page 190

Resources
Avaya Technology, Security, Encryption, and Networking
Deployment Reference Guide Release 12.0

Avaya Aura Workforce Optimization System Installation and


Upgrade Guide Release 12.0

Avaya Technical Overview User Guide Release 12.0


Avaya Enterprise Manager Configuration and Administration
Guide Release 12.0

Avaya Enterprise Suite Framework Administration Guide


Release 12.0

2013 Avaya, Inc. All rights reserved. Page 191

What is Enterprise Manager?

Unified, Web-based Enterprise Level configuration


Configures and pushes entire system settings
Builds hierarchy servers and configures server roles
Enforces enterprise-level constraints like server role associations
Eliminates duplicate configuration of shared data across products and sites
Role and Scope based security
Automatic Distribution of parameters to needed servers

Configuration failures raise alarms


Configuration changes are audited
Provides a birds eye view of the Installation tree nodes

2013 Avaya, Inc. All rights reserved. Page 192

What is Enterprise Manager? (continued)


Provides software version information on a server in the deployment
Installed system version
Server version
Component version latest installed version

Enterprise settings configuration affects the entire system, and consists of 2


categories:
General settings such as system access account (IMSA) and maintenance window
definition
Security settings such as SSL configuration and encryption management

Identifies problematic servers from one place

Documentation Note
Avaya Enterprise Suite Configuration and Administration Guide and
Enterprise Suite System Administration Guide

2013 Avaya, Inc. All rights reserved. Page 193

Enterprise Hierarchy
Distributed system organization
Enterprise has Site Groups
Site Groups have Sites
Sites have Servers
Servers must have a Role

Enables you to divide your enterprise by:


Business lines
Geographic locations

2013 Avaya, Inc. All rights reserved. Page 194

Installation Tree Nodes


Enterprise Node:
Highest level node representing the entire organization
All other nodes created beneath
Cannot be deleted

Site Group:
Optional level created beneath Enterprise and helps to represent major divisions in
organizations geographical or line of business
Contains other Site Group nodes and Site nodes not servers

Sites:
Created beneath Site Group or Enterprise node to represent location or offices at which
physical servers are installed
Can also be set up to represent line-of-business divisions

2013 Avaya, Inc. All rights reserved. Page 195

Installation Tree Nodes (continued)


Server
Sever is created beneath Site and represents the physical computer in the enterprise.
The physical computers purpose is defined by the role that has been associated with it.

Server Role
A role is a group of components that run on the server and gives the server its purpose
within the enterprise.
A server can have from one to many roles.
Server roles are the presentation elements for configuration and monitoring they
provide a consistent system view.
Examples of roles:
Framework Database
Framework Application
Framework Integration Service
The roles displayed are defined by the license and the platform selected during
installation.

2013 Avaya, Inc. All rights reserved. Page 196

Single Server Solution


Consolidated Data Center

Consolidated Data Center platform used for single box solution.


Consists of almost all Server roles (Data Center and Site).
Contact
Archive
Contact OLTP
Framework
Database
Database
Database
Database
Framework
Interaction
QM
Data
Data
Database
Warehouse
Warehouse

Single Box Solution


Data Center

Databases
Data Processing
Web Services and Applications

Framework
Applications

Reporting Services
Framework Integration Service

Framework
Reports

2013 Avaya, Inc. All rights reserved. Page 197

Single Server Consolidated Data Center

Identifies the physical server -Server Name or IP address

2013 Avaya, Inc. All rights reserved. Page 198

Single Server Consolidated Data Center


Consolidated Server All server roles on one box

2013 Avaya, Inc. All rights reserved. Page 199

Multi-Server Configuration Installation Tree

One physical box

Different physical box

2013 Avaya, Inc. All rights reserved. Page 200

Multiple Server configuration Roles

The roles available are based on


the platform associated with that
server during installation.

2013 Avaya, Inc. All rights reserved. Page 201

Server Associations

Displays the required associations with other servers roles.


Associations are when one server role relies on the
configuration and functionality of another server role to
perform its tasks.
In most cases, EM will auto-configures these associations.

2013 Avaya, Inc. All rights reserved. Page 202

Module 3 Lesson 4

Enterprise Management Configuration

2013 Avaya, Inc. All rights reserved. Page 203

Lesson Objectives
After completing this lesson, you will be able to:

Configure Enterprise Management

2013 Avaya, Inc. All rights reserved. Page 204

Resources
Avaya Technology, Security, Encryption, and Networking
Deployment Reference Guide Release 12.0

Avaya Aura Workforce Optimization System Installation and


Upgrade Guide Release 12.0

Avaya Technical Overview User Guide Release 12.0


Avaya Enterprise Manager Configuration and Administration
Guide Release 12.0

Avaya Enterprise Suite Framework Administration Guide


Release 12.0

2013 Avaya, Inc. All rights reserved. Page 205

Framework Login Window

SuperAdmin User:
wsuperuser
pumpkin1

Framework URL:
HTTP://<Application Server>:7001/wfo

2013 Avaya, Inc. All rights reserved. Page 206

EM Settings

2013 Avaya, Inc. All rights reserved. Page 207

EM Site and Group Site

2. Create Site

1. Create Site
Group (if required)

2013 Avaya, Inc. All rights reserved. Page 208

EM Create Installation

4. Select Server

3. Click
Create Installation

2013 Avaya, Inc. All rights reserved. Page 209

EM Adding Data Center server

5. Any name
6. Type the server name
first and it will be entered
automatically in the
Additional Settings.

**1. Block configuration until you finish


configuring the system & resizing Databases

2013 Avaya, Inc. All rights reserved. Page 210

EM Data Center Server Roles

Check the relevant


Server Roles

2013 Avaya, Inc. All rights reserved. Page 211

EM Enterprise Settings

IMPORTANT: Can modify IMSA


account here but should review steps
found in Enterprise Management
Basics Guide.
Changing this setting involves more
procedures than just changing the
value specified in this field.

Not related to
BPWAREHOUS
E setting

2013 Avaya, Inc. All rights reserved. Page 212

EM Subsystems Settings

Type the SQL


server host
address and port
number

For SQL cluster or SQL farm,


the server name must be the
cluster name.
The SQL instance name is
not required.
The port number will identify
the instance.

Resize
Databases to the
appropriate size

2013 Avaya, Inc. All rights reserved. Page 213

EM Unblock Configuration Distribution


Why Block distribution?

a) When making large


number of changes,
ensures all changes are
implemented on the
server at the same time
preventing partially
implemented
configuration changes.

Unblock configuration when


you are done. This will push
configuration to servers.

b) Prevents changes from


occurring during software
upgrades.

c) User needs specific


privileges to block or
unblock.

2013 Avaya, Inc. All rights reserved. Page 214

EM Queued Changes

2013 Avaya, Inc. All rights reserved. Page 215

EM Pending Messages Icon


The Pending Message icon appears
when configuration changes have
been made.

Can appear on any screen accessible


from Enterprise Management,
System Monitor, and Data Sources.

Indicates that a configuration change


was made, but it has not yet been
successfully sent to the target server.

The icon disappears after EM sends


the associated configuration
message to the appropriate target
server.

To view more information about


pending messages, click the
Configuration Status tab and then
click View Message Status.
2013 Avaya, Inc. All rights reserved. Page 216

Alarms
Verify any alarms from configuration.

Alarm Status Module

Click View Alarm


for detail view

2013 Avaya, Inc. All rights reserved. Page 217

Alarms (continued)
Second window launches with list of alarms.

Select the individual Alarm from detail


view and click Acknowledge to clear.

2013 Avaya, Inc. All rights reserved. Page 218

Alarms (continued)

A Happy
Server is a
Happy
Engineer

Click View Status

2013 Avaya, Inc. All rights reserved. Page 219

EM Version information

2013 Avaya, Inc. All rights reserved. Page 220

Reports
Ability to scope reports to installations
Export to excel or html
Site Topology Report
Installation Reports

Access to reports from Enterprise level

2013 Avaya, Inc. All rights reserved. Page 221

Lab
Lab: Configure Enterprise Manager
Complete the Configure Enterprise Manager Lab section of your
guide.

2013 Avaya, Inc. All rights reserved. Page 222

Questions and Answers

2013 Avaya, Inc. All rights reserved. Page 223

Review Questions
1.
2.
3.
4.

What is Enterprise Manager?


Where in Framework would you find EM?
What are the different node levels in the Installation Tree?
True or False: Every Installation Tree hierarchy requires a Site
Group node.

5. What is a Server Role?


6. What two items determine the roles available
for each defined server?

7. At which node level would you enter the IP address or machine


name of the server?

8. What is the purpose of Blocking Configuration?


9. Where do you Unblock when you are ready to deploy?

2013 Avaya, Inc. All rights reserved. Page 224

Module 3 Lesson 4

Security and User Management

2013 Avaya, Inc. All rights reserved. Page 225

Lesson Objectives
After completing this lesson, you will be able to:

Review Authentication options.


Describe Framework Security.
Configure Roles.
Configure Users.

2013 Avaya, Inc. All rights reserved. Page 226

Enterprise Security
Security is broken down into two areas Authentication and Authorization:

Authentication The process of verifying account credentials. For example,


validating user name and password.

Authorization The process of protecting or limiting access to available


resources

2013 Avaya, Inc. All rights reserved. Page 227

Application Authentication Integration


Framework uses Web-based communication between desktops and servers.
When accessing the platform's Web-based applications, the system authenticates
the application users that are defined in the system according to the desired
authentication method.

Once authenticated, the application authorizes the user according to their specific
rights and permissions, as defined in the system.

Framework supports the following types of authentication methods:


Windows Authentication (Active Directory) SSO

System Authentication (DB Realm)

2013 Avaya, Inc. All rights reserved. Page 228

Application Authentication Integration (continued)


Framework supports the following types of
application authentication methods:
System Authentication (DB Realm):
This is the default authentication method
installed with the system. Authenticates
the user with a username and password
that is maintained within the system
database.
Windows LDAP Authentication (Active
Directory): Supports Microsoft's Windows
integrated authentication mechanisms.
This authentication method uses the
security features of Windows clients and
servers, and uses the existing Windows
accounts to authenticate users (taken from
the Domain Controllers Active Directory).
Windows Authentication with SSO:
Describes the SSO user accounts and
their requirements that need to be defined
for Windows Authentication with Singlesign On (SSO).

Authentication

Authen
ticate

No

Refuse
Login

Yes

Sec
Policy

No

Refuse
Login

Yes
Access
Suite

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System Authentication (DB Realm)


The System Authentication (DB Realm) or internal authentication method
authenticates the user with a username and password that is maintained solely
within the system (in the database).

An administration account, used by services for application administration, needs


to be created for DB Realm user authentication in the User Management
application.

System Authentication (DB Realm) affects user creation, rights, and the following
password policies:
Password Policy: Administrators can set a password policy, including a minimum and
maximum length of passwords, in addition to the Password Maximum Age (days), to
enforce users to change passwords on a defined, frequent basis.
Account Locking Policy: Administrators can define settings for locking user accounts
after authentication fails, including a Lockout Threshold, which is the number of times a
password can fail before the users account is locked, and a Lockout Duration (minutes),
which is the amount of time the users account stays locked. Administrators can also
define the number of days an inactive users account stays lockedLockout Inactive
User Period (days).

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Windows LDAP Authentication (Active Directory)


Using the Windows LDAP Authentication (Active Directory) method, the
customer domain users can be authenticated without having to re-define them in
the system

forest.
To use Windows authentication, two service user accounts must be defined in one
or more application user forests.

The two application users allow integration between the Active Directory, the
Active Directory forest, and the WebLogic Application Server.

The system fully supports Microsofts Group Policy, which provides the centralized
management and configuration of operating systems, applications, user rights and
settings in an Active Directory environment. Therefore, user control in the system
(access, password policies, etc.) is controlled by Group Policy.

End user User Principal Name (UPN) based naming is supported in the Active
Directory. UPN is the name of a system user in an e-mail address format. The user
name is followed by the "at sign" followed by the name of the FQDN (Fully
Qualified Domain Name) with which the user is associated.

For example, username@domain.


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Windows Authentication with SSO


The WebLogic Application Server enables the Windows Single Sign-On (SSO)
procedure.

Single Sign-On (SSO) authentication provides application access in the system,


as defined by user privileges. When Windows authentication is defined, the Single
Sign-On (SSO) mechanism is used to allow all users to access and log in to the
system from one centralized, secure, single access point.

SSO allows users to log in to the system with Windows-based login credentials,
and then gain access to all applications without having to be re-authenticated.

This is because the browser carries tokens to the WebLogic server to authenticate
them automatically.

Users who are currently not logged in and attempt to access the systems
applications are redirected to the login page.

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Windows Authentication with SSO (continued)


To set up the Windows authentication user accounts with SSO, complete all of the
following:
1. Set up Base System Management Accounts
2. Set up Windows Authentication User Accounts
3. Set up Windows Authentication with SSO

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Authorization
Authorization The process of protecting or
limiting access to available resources.

Authorization is based on Role

Authorization
Access
Resource

Based Access Control (RBAC).

There are two key features


supported by RBAC :
Associating privileges with licenses
enables the suite to easily determine
which resources to expose to the user.
Roles and Scopes security domain
or resource type that has associated
information that needs to be secured.
Allows roles (group of privileges) to be
applied to a user.

Licensi
ng

No

Hide/Disable
Resource

Yes
Author
ize

No

Hide/Disable
Resource

Yes
Grant
Access

A good analogy of scope is file folders where


View File privilege can be applied to some
folders but not all.

Scopes can be hierarchical as well as a flat list.


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Authorization Concepts
License Controls the resources, such as applications or features, that are
exposed to a customer.

Privilege The most atomic or granular entity of security. It is used to control


specific user actions such as viewing or updating data.

Secure Field An employee property that might be confidential or requires


protection, such as Wage or SSN.

Role Grouping of privileges and secure fields to facilitate assignment to user.


Scope Security Domain or Resource Type that has associated information that
needs to be secured.

Access Right Represents security assignments to users. It consists of a Role


being applied to a Scope and assigned to a User.

User Represents a person who can access the system.

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General System Security Settings


Password Policy
Password Policy can be activated only if you have a modifiable realm, such as
DBRealm.

Account Locking Policy


Locking Policy can automate user Account Status to locked.
If the setting is turned off here, a user account can still be locked from the User
Management screen.

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User Security Overview for Enterprise Management

Role based security model


Predefined and user defined role
High level of granularity on what can be secured
Only licensed and activated feature sections are visible
Users are assigned a role and scope on the install tree
Gives full control on who performs what operations and on what servers or roles

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User Management Overview


User Management is the tool used to configure, assign, and manage:

Organization structure/hierarchy
Role management
Employee Management
User rights
User visibility

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Managing Employee Information in the Web Application


Select individual
Select multiple [CTRL+click]
Select all/none

Select the employees


you wish to see in the
Working Pane

View employee details


in Viewing Pane

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Unified User Management


Role-scope-based privileges (assigning users role/s to the relevant nodes in the
hierarchy tree)

Centralized and Consistent throughout the suite


One place to manage hierarchies and users
User management changes are propagated within minutes
One tree management (when possible) for all suite applications based on Org tree

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Role, Scope, and Role-Scope Approach


Manage rights and right assignment via roles

A role holds the set of permissions what can one do


Example Scheduler Role:
Build forecasts
Create, modify schedules
Publish schedules

Canned roles with ability to add/modify roles

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Role, Scope, and Role-Scope Approach


Scope is the where can I do that or visibility of organization or campaign.
Entities (KPI, etc.) are scoped to Organization.
Additional scoping can be done for Campaigns to allow additional flexibility
(outside the boundaries of organization).

Role-scope combination provides a visibility for what one can do. It is basically the
what I can do and where I can do that.

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Role Creation
1. Create roles in the User Management module.
2. Assign permissions to the new roles.
1. Edit/Modify permissions
2. Read/View only permissions

3. Assign Secure Fields visibility to role. These are part of the People module.
4. Assign users a role and scope in the People module.

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Role Creation (continued)

Create new role.

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Role Creation (continued)

Assign
privileges

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User Creation Flow


All Employees are added to the foundation in User
Management/Employee/Profile.

Assign login username and password to employees (or allow self-registration) in


the User tab.

Assign Roles and Scope to the user in the Access Rights tab.
Users membership is defined according to org (only one).

2013 Avaya, Inc. All rights reserved. Page 246

UM Create Employee

Create New
Employee

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UM Create User

Assign login

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User Rights Assignment (Role-Scope)


Access
Rights Tab

Select user
and assign
access rights

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User Rights Assignment (Role-Scope)

Assign Role

Assign Scope

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Summary User Administration Flow

Create
Organizations &
Groups

Create Roles

Create Users

Create
Profile

Create
Login
Name

Assign
Roles &
Scope

Start Working

2013 Avaya, Inc. All rights reserved. Page 251

Changing wsuperuser Password


A Web utility is used to change the password:

From the Framework Application Server, browse to


http://<servername>:7001/bbmWebApp/SecurityUtil.

You will be prompted for the default Web app user name and password
wsuperuser and pumpkin1.

The following screen appears after login:

Enter wsuperuser

Select
Change

Enter new
password and
confirm

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Lab
Lab: Configure User Management
Complete the Configure User Management Lab section of
your guide.

2013 Avaya, Inc. All rights reserved. Page 253

Questions and Answers

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Review Questions
1. Security in the WFO/Framework is broken down into two areas:
______________and _______________.
2. The default realm that the Avaya Aura WFO/Framework
supports
is ______________, which stores security information in a
database.
3. True or False?
Authentication protects or limits user access to available
resources.
4. The ______________ tab in the System Management module is
used to configure several system-wide options.
5. Define roles, privileges, and scope.

6. Where would you assign a role to an employee?


7. Can you assign a role without the scope?
8. A _______ and ________ must be assigned first before the
role can be assigned to employee.
2013 Avaya, Inc. All rights reserved. Page 255

Course Summary
In this course, you learned to:

Describe the Avaya Framework


Describe the Avaya Framework deployment model
Install Framework
License Application
Install desktops software
Complete basic configurations and features

Validate the installation

2013 Avaya, Inc. All rights reserved. Page 256

Thank you

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