CCEM 6.3 Deploying in Virtualized Environment Oct2013

Deploying Avaya Aura Call Center Elite Multichannel in an Avaya Customer Experience Virtualized Environment
Release 6.3 Issue 1 October 2013
2013 Avaya Inc.
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Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Comments? infodev@avaya.com
October 2013
Virtualization Each vAppliance will have its own ordering code. Note that each instance of a vAppliance must be separately ordered. If the end user customer or Avaya channel partner would like to install two of the same type of vAppliances, then two vAppliances of that type must be ordered. Third Party Components Third Party Components mean certain software programs or portions thereof included in the Software that may contain software (including open source software) distributed under third party agreements (Third Party Components), which contain terms regarding the rights to use certain portions of the Software (Third Party Terms). Information regarding distributed Linux OS source code (for those Products that have distributed Linux OS source code) and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the Documentation or on Avayas website at: http:// support.avaya.com/Copyright. You agree to the Third Party Terms for any such Third Party Components. Preventing Toll Fraud Toll Fraud is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud associated with your system and that, if Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya Toll Fraud intervention If you suspect that you are being victimized by Toll Fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support website: http://support.avaya.com. Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to: securityalerts@avaya.com. Trademarks The trademarks, logos and service marks (Marks) displayed in this site, the Documentation and Product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the Documentation and Product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc. All non-Avaya trademarks are the property of their respective owners. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Downloading Documentation For the most current versions of Documentation, see the Avaya Support website: http://support.avaya.com. Contact Avaya Support See the Avaya Support website: http://support.avaya.com for product notices and articles, or to report a problem with your Avaya product. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: http://support.avaya.com, scroll to the bottom of the page, and select Contact Avaya Support.
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Contents Chapter 1: Introduction...................................................................................................... 7

Purpose..................................................................................................................................................... 7 Intended audience.................................................................................................................................... 7 Related resources..................................................................................................................................... 7 Documentation................................................................................................................................. 7 Training............................................................................................................................................ 8 Avaya Mentor videos........................................................................................................................ 9 Support...................................................................................................................................................... 9 Chapter 2: Architecture overview...................................................................................... 11 Avaya Customer Experience Virtualized Environment overview.............................................................. 11 VMware components................................................................................................................................ 12 Deployment guidelines.............................................................................................................................. 13 Chapter 3: Planning and configuration............................................................................. 15 Planning checklist..................................................................................................................................... 15 Server hardware and resources................................................................................................................ 15 Customer configuration data..................................................................................................................... 16 Call Center Elite Multichannel virtual machine resource requirements..................................................... 18 Software requirements.............................................................................................................................. 19 VMware software requirements................................................................................................................ 19 Chapter 4: Initial setup and pre-deployment.................................................................... 21 Pre-deployment checklist.......................................................................................................................... 21 Registering for PLDS................................................................................................................................ 21 Downloading software from PLDS............................................................................................................ 22 Verifying the downloaded OVA................................................................................................................. 23 Verifying the OVA on a Linux-based computer................................................................................ 23 Verifying the OVA on a Windows-based computer.......................................................................... 23 Chapter 5: Deploying the Elite Multichannel OVA........................................................... 25 Deployment checklist................................................................................................................................ 25 Types of EMC deployment and methods to deploy an Open Virtual Appliance (OVA)............................ 26 Deploying Call Center Elite Multichannel OVA using vSphere client........................................................ 26 Configuring Call Center Elite Multichannel after deploying the OVA using vSphere........................ 28 Deploying Call Center Elite Multichannel OVA using vCenter.................................................................. 30 Configuring Call Center Elite Multichannel after deploying the OVA using vCenter........................ 32 Chapter 6: Configuration.................................................................................................... 35 Configuring the virtual machine automatic startup settings...................................................................... 35 Chapter 7: Post-deployment and verification................................................................... 37 Activate Microsoft Windows Server 2008 R2............................................................................................ 37 Post-deployment verification..................................................................................................................... 37 Verifying the Call Center Elite Multichannel services....................................................................... 37 Post-deployment configuration................................................................................................................. 40 Creating a Database for ASContact................................................................................................. 40 Creating a Database for ASMSControl............................................................................................ 40 Configuring Interaction Data Service server..................................................................................... 41 Chapter 8: Troubleshooting............................................................................................... 43
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43 43 43 44 44 45 Chapter 9: Maintenance...................................................................................................... 49 Taking a backup of the EMC .ini files........................................................................................................ 49 Glossary............................................................................................................................... 51 Index..................................................................................................................................... 53
Troubleshooting the Avaya Aura Call Center Elite Multichannel deployment......................................... Log file for troubleshooting OVA deployment................................................................................... Verifying the Call Center Elite Multichannel license data................................................................. Verifying the AES IP address and Port number............................................................................... Verifying the network parameters..................................................................................................... Verifying the Host name of the server..............................................................................................
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Chapter 1: Introduction
Purpose
This document provides procedures for deploying the Avaya Aura Call Center Elite Multichannel virtual application in the Avaya Customer Experience Virtualized Environment. This document includes deployment, configuration, initial administration, troubleshooting, and basic maintenance checklists and procedures.
Intended audience
The primary audience for this document is anyone who is involved with deploying, configuring, and verifying Avaya Aura Call Center Elite Multichannel in a VMware vSphere 5.x virtualization environment at a customer site. The audience includes and is not limited to implementation engineers, field technicians, business partners, solution providers, and customers. This document does not include optional or customized aspects of a configuration.
Related resources
Documentation
The following table lists the documents related to this product. Download the documents from the Avaya Support website at http://support.avaya.com
Title Design Description Audience
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Introduction
Title Avaya Customer Experience Virtualized Environment Solution Description
Description Describes the Virtualized Environment solution from a functional view. Includes a high-level description of the solution as well as topology diagrams, customer requirements, and design considerations.
Audience Sales Engineers
Implementation Avaya WebLM using VMware in the Virtualized Environment Deployment Guide Avaya Aura Call Center Elite Multichannel Upgrade/Migration Guide Provides procedures for deploying the Avaya WebLM OVA in the Virtualized Environment Provides procedures for upgrading/migrating from Avaya Aura Call Center Elite MultichannelRelease 6.2.3 or 6.2.5 to Avaya Aura Call Center Elite Multichannel Release 6.3. Implementatio n engineers
Implementatio n engineers
Administration Administering Avaya Aura Call Center Elite MultichannelGuide Provides procedures for configuring the Avaya Aura Call Center Elite Multichannel services and managing the databases System Administrators
Training
The following courses are available on the Avaya Learning website at www.avayalearning.com. After logging into the website, enter the course code or the course title in the Search field and click Go to search for the course.
Course code 5C00092W 5C00092A 2C00092O 3C00004O 10C00094
Course title Avaya Aura Call Center Elite Multichannel Overview Avaya Aura Call Center Elite Multichannel Assessment Avaya Aura Call Center Elite Multichannel Sales Knowledge Session Avaya Aura Call Center Elite Multichannel Technical Sales Knowledge Session Avaya Aura Call Center Elite Multichannel Implementation

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Support
Course code AIPS 4302
Course title Avaya Aura Call Center Elite Multichannel Implementation Test (online test)
Avaya Mentor videos

Avaya Mentor videos are available to provide technical content on how to install, configure, and troubleshoot Avaya products. Videos are available on the Avaya support site, listed under the video document type, and on the Avaya-run channel on YouTube. To find videos on the Avaya support site, select the product name, and check the videos checkbox to see a list of available videos. Note: Videos are not available for all products. To find the Avaya Mentor videos on YouTube, go to http://www.youtube.com/AvayaMentor and perform one of the following actions: Enter a key word or key words in the Search Channel to search for a specific product or topic. Scroll down Playlists, and click the name of a topic to see the available list of videos posted on the site.
Support
Visit the Avaya Support website at http://support.avaya.com for the most up-to-date documentation, product notices, and knowledge articles. You can also search for release notes, downloads, and resolutions to issues. Use the online service request system to create a service request. Chat with live agents to get answers to questions, or request an agent to connect you to a support team if an issue requires additional expertise.
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Introduction
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Chapter 2: Architecture overview
Avaya Customer Experience Virtualized Environment overview

Avaya Customer Experience Virtualized Environment integrates several Avaya Contact Center products with the VMware virtualized server architecture. Avaya Customer Experience Virtualized Environment provides the following benefits: Simplifies IT management by providing common software administration and maintenance. Requires fewer servers and racks which reduce the footprint. Lowers power consumption and cooling requirements. Enables capital equipment cost savings. Lowers operational expenses. Uses standard operating procedures for both Avaya and non-Avaya products. Satisfies customer demand for Avaya products in a virtualized environment on customerspecified servers. Enables businesses to scale rapidly to accommodate growth and to respond to changing business requirements. For existing customers who have a VMware IT infrastructure, Avaya Customer Experience Virtualized Environment provides an opportunity to upgrade to the next release level of contact center applications using their own VMware infrastructure. The Avaya Customer Experience Virtualized Environment project is only for VMware and is not intended to include any other industry hypervisor. Note: This document uses the following terms, and at times, uses the terms interchangeably. Server and host Reservations and configuration values
Customer deployment
Deployment into the blade, cluster, and server is managed by vCenter or vSphere.
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Architecture overview
The customer provides the servers and the VMware infrastructure including the VMware licenses. The OVA can also be deployed on standalone ESXi hosts.
Software delivery
The software is delivered as one or more pre-packaged Open Virtualization Appliance (OVA) files that are posted on the Avaya Product Licensing and Download System (Avaya PLDS). Each OVA contains the following components: The application software and operating system. Preset configuration details for: - RAM and CPU reservations and storage requirements - Network Interface Card (NIC)
Patches and upgrades

A minimum patch level can be required for each supported application. See the compatibility matrix tool at http://support.avaya.com/CompatibilityMatrix/Index.aspx for more information regarding the application patch requirements.
Performance and capacities

The OVA template is built with configuration values which optimize performance and follow recommended Best Practices. Caution: Modifying these values can have a direct impact on the performance, capacity, and stability of the virtual machine. It is the responsibility of the customer to understand the aforementioned impacts when changing configuration values. Avaya Global Support Services (GSS) may not be able to assist in fully resolving a problem if the resource allocation has been changed for a virtual application. Avaya GSS could require the customer to reset the values to the optimized values before starting to investigate the issue.
VMware components
VMware Software Component ESXi Host ESXi Hypervisor vSphere Client Description The physical machine running the ESXi Hypervisor software. A platform that runs multiple operating systems on a host computer at the same time. The client application that is installed on a personal computer or accessible through a Web interface. It connects to a vCenter server or directly to an ESXi host in the case where
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Deployment guidelines
VMware Software Component
Description vCenter Server is not used. Enables the installation and management of virtual machines.
vCenter Server
vCenter Server provides centralized control and visibility at every level of the virtual infrastructure. Virtual machines are managed through vSphere Client software which provides alarming and performance monitoring of ESXi hosts and virtual machines. vCenter Server provides VMware features such as High Availability and vMotion.
Deployment guidelines
The high-level deployment steps are: 1. Deploy the OVA or OVAs. 2. Configure the application/system. 3. Verify the installation. The following are deployment guidelines for the virtual appliances: Deploy as many virtual appliances on the same host as possible. Deploy the virtual appliances on the same cluster if the cluster goes beyond the host boundary. Segment redundant elements on a different cluster, or ensure the redundant elements will not be on the same host. Create a tiered or segmented cluster infrastructure that isolates critical applications, such as CMS, from other virtual machines. Ensure that you have enough resources for rainy day scenarios or conditions. Do not configure resources only for traffic or performance on an average day. Do not oversubscribe resources. Oversubscribing affects performance. Monitor the server, host, and virtual appliance performance. Important: The values for performance, occupancy, and usage can vary greatly. The blade server may be running at 5% occupancy, but a virtual machine may be running at 50% occupancy. Note that a virtual machine will behave differently if the CPU usage is higher.
OVA deployment order

Deploy the application OVA files in the following order:
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Architecture overview
1. System Manager 2. Application Enablement Services 3. Communication Manager 4. Session Manager 5. Utility Services 6. Presence Services Agile Communication Environment, SAL, and WebLM can be deployed in any order after the application OVA files have been deployed.
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Chapter 3: Planning and configuration
Planning checklist
Ensure that the following activities have been completed before deploying the virtual appliance:
# 1 2 3 4 Action Coordinate with service providers. All required licenses have been purchased and are accessible. All required hardware has been purchased and delivered. Staging and verification activities have been planned and resources assigned. Notes
Server hardware and resources

VMware offers compatibility guides that list system, I/O, storage/SAN and backup compatibility with VMware infrastructure. See http://www.vmware.com/resources/guides.html to view VMware certified compatibility guides and product interoperability matrixes. The VMware-certified servers must be running ESXi 5.0 and any of its updates, or ESXi 5.1 and any of its updates.
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Planning and configuration
Customer configuration data

Configuration tools and utilities
Ensure that the following tools and utilities are available before you deploy Avaya Aura Call Center Elite Multichannel: Avaya Aura Call Center Elite Multichannel OVA for Release 6.3.0, which you can download from the Avaya Product Licensing and Delivery System (PLDS) website. Note: The operating system that is bundled with the Call Center Elite Multichannel OVA is Microsoft Windows Server 2008 R2 Standard Edition. A computer with VMware vSphere Client that you can use to deploy the OVA to the VMware server. Avaya WebLM OVA. Avaya WebLM OVA is only required if you do not have an existing WebLM license server that is used to license Call Center Elite Multichannel. Note: For more information on the Avaya WebLM OVA, see the Avaya WebLM using VMware in the Virtualized Environment Deployment Guide on the Avaya Support website at https://www.support.avaya.com/
Microsoft Operating System Licensing

Avaya Aura Call Center Elite Multichannel OVA end-customer who already owns an Open Volume license/agreement with Microsoft, may login to the Microsoft VLSC Volume Licensing Service Center located at: https://www.microsoft.com/licensing/servicecenter/default.aspx Any customer with an existing Open Volume license/agreement with Microsoft may access the above site and view their purchases and agreements. These same customers may also obtain the older 2008 R2 PID/Key from the Microsoft site again Open keys belong to end-customers. In many cases a Reseller may also access the agreement on behalf of the end-user and obtain the keys. The EMC OVA end-customer who does not have an Open Volume license/agreement with Microsoft must contact Microsoft (contact info below) and obtain a license from Microsoft before the EMC OVA deployment. New key codes may be purchased and existing Open License holders may purchase or access key codes via the Telephone and email - customers can call or email the VLSC to request their older 2008 R2 keys as needed. Microsoft Support Center Contact Info: Country: United States Email(s): vlserva@microsoft.com Toll Free Number(s): (866) 230-0560 Hours of Operation: 5 AM 5 PM PST Mon Fri
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Customer configuration data
Languages Supported: English and French
Customer configuration information

The following table identifies the key customer configuration information you must enter throughout the deployment and configuration process. Important: Passwords can be a combination of uppercase letters, lowercase letters, numbers, and special characters such as $ and %.
Required data Keyboard type Hostname for EMC Core server IP address of EMC Core server Hostname for EMC IDS server IP address for EMC IDS server Hostname or IP address of the AES server Port number of the AES server Hostname or IP address of the WebLM server Port number of the WebLM server Primary DNS Server IP Address Admin account password The default password is EMC123$% 123.23.45.88 Value for the system US EMCCore 123.45.67.89 EMCIDS 135.21.54.33 Example value
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Call Center Elite Multichannel virtual machine resource requirements

The Call Center Elite Multichannel virtual machine requires the following set of resources to be available on the ESXi host before deployment.
VMware resource vCPU Cores vCPU reservation Minimum CPU speed Memory Memory reservation Storage reservation Shared NICs 2 4800 MHz 2.4 GHz Xeon E5620 or Equivalent 8192 MB 4096 MB 600 GB One @ 1000 Mbps Value
Call Center Elite Multichannel may be deployed on a host that does not have the resources to allocate to the virtual machine for power up. CPU reservations are assigned to the virtual appliance, built into the OVA, that are specified for a specific server speed. In the case of CPU resource limitations, the system displays a message, Insufficient capacity, or a similar message on each physical CPU. To correct this, you must adjust the VM properties. Right-click the virtual machine and select Edit Settings. The system displays the Virtual Machine Properties dialog box. Select the Resources tab. The system displays the VM resources such as CPU, Memory, Disk, and Advanced CPU. For CPU limitations, select CPU from the left-hand pane and adjust the slider to the appropriate number for starting the VM. Alternatively, enter the exact number in the Reservations field. In some cases, the CPU adjustments might not correct the power up conditions and you might have to lower the CPU speed. You can follow this procedure to lower other VM resources as necessary. Caution: Do not modify the resource settings. Modifying these allocated resources could have a direct impact on the performance, capacity, and stability of theCall Center Elite Multichannel virtual machine. For the system to run at full capacity, these resource size requirements must be met. Removing or greatly downsizing reservations could put this requirement at risk. Any deviation is at the customers own risk.
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Software requirements
Software requirements
Call Center Elite Multichannel uses the current release, 6.3.0, of software as the standard release on VMware vSphere 5.0 and 5.1. The Call Center Elite Multichannel VMware virtualization environment is packaged as a virtual appliance ready for deployment on VMwarecertified hardware.
VMware software requirements

The following VMware software versions are supported: VMware vSphere ESXi 5.0 VMware vSphere ESXi 5.1 VMware vCenter Server 5.0 VMware vCenter Server 5.1 ESXi 5.0 can be added under vCenter Server 5.0 and vCenter Server 5.1. However, ESXi 5.1 can be added only under vCenter Server 5.1. See VMware Product Interoperability Matrixes at http://partnerweb.vmware.com/comp_guide2/sim/interop_matrix.php to view compatibility with other solution releases. Note: ESXi 4.1 is not supported.
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Chapter 4: Initial setup and pre-deployment
Pre-deployment checklist
# 1 2 3 4 Task Register for PLDS. Download the software from PLDS. Verify the downloaded OVA. Link/Notes See Registering for PLDS on page 21 See Downloading software from PLDS on page 22 See Verifying the downloaded OVA on page 23
See http://www.avaya.com/support Download the Avaya Aura Call Center Elite Multichannel release notes.
Registering for PLDS

Procedure
1. Go to the Avaya Product Licensing and Delivery System (PLDS) Web site at https:// plds.avaya.com. The PLDS Web site redirects you to the Avaya single sign-on (SSO) Web page. 2. Log in to SSO with your SSO ID and password. The PLDS registration page is displayed. 3. If you are registering: as an Avaya Partner, enter the Partner Link ID. If you do not know your Partner Link ID, send an e-mail to prmadmin@avaya.com. as a customer, enter one of the following: - Company Sold-To
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Initial setup and pre-deployment
- Ship-To number - License authorization code (LAC) 4. Click Submit. Avaya will send you the PLDS access confirmation within one business day.
Downloading software from PLDS

About this task
Note: You can download product software from http://support.avaya.com also.
Procedure
1. Type http://plds.avaya.com in your Web browser to go to the Avaya PLDS website. 2. Enter your Login ID and password to log on to the PLDS Web site. 3. On the Home page, select Assets. 4. Select View Downloads. 5. Search for the available downloads using one of the following methods: By actual download name By selecting an application type from the drop-down list By download type By clicking Search Downloads 6. Click the download icon from the appropriate download. 7. When the system displays the confirmation box, select Click to download your file now. 8. If you receive an error message, click on the message, install Active X, and continue with the download. 9. When the system displays the security warning, click Install. When the installation is complete, PLDS displays the downloads again with a checkmark next to the downloads that are completed successfully.
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Verifying the downloaded OVA
Verifying the downloaded OVA

Verifying the OVA on a Linux-based computer
About this task
Use this procedure to verify that the md5 checksum of the downloaded OVA matches the md5 checksum that is displayed for the OVA on the PLDS Web site. Use this procedure if you downloaded OVA to a Linux-based computer.
Procedure
1. Enter md5sum filename, where filename is the name of the OVA. Include the .ova file extension in the filename. 2. Compare the md5 checksum of the OVA to be used for installation with the md5 checksum that is displayed for the OVA on the PLDS Web site. 3. Ensure that both checksums are the same. 4. If the numbers are different, download the OVA again and reverify the md5 checksum.
Verifying the OVA on a Windows-based computer

About this task
Use this procedure to verify that the md5 checksum of the downloaded OVA matches the md5 checksum that is displayed for the OVA on the PLDS Web site. Use this procedure if you downloaded OVA files to a Windows-computer.
Procedure
1. Download a tool to compute md5 checksums from one of the following Web sites: http://www.md5summer.org/ http://zero-sys.net/portal/index.php?kat=70 http://code.kliu.org/hashcheck/
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Initial setup and pre-deployment
Note: Avaya has no control over the content published on these external sites. Use the content only as reference. 2. Run the tool on the downloaded OVA and note the md5 checksum. 3. Compare the md5 checksum of the OVA to be used for installation with the md5 checksum that is displayed for the OVA on the PLDS Web site. 4. Ensure that both numbers are the same. 5. If the numbers are different, download the OVA again and reverify the md5 checksum.
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Chapter 5: Deploying the Elite Multichannel OVA
Deployment checklist
Use the following checklist for deploying the Avaya Aura Call Center Elite Multichannel virtual appliance.
# 1 2 Action Ensure that Avaya WebLM server is already configured. Ensure that you have installed and configured Avaya Aura Communication Manager. Ensure that you have installed and configured Application Enablement Services. Ensure that you have installed and configured the supported MS SQL Server. Ensure that you have downloaded the Avaya Aura Call Center Elite Multichannel OVA. Deploy the OVA. For details see Chapter: Utilities in the Installing Avaya Aura Call Center Elite Multichannel guide. Link/Notes
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Deploying the Elite Multichannel OVA
Types of EMC deployment and methods to deploy an Open Virtual Appliance (OVA)
There are two types of EMC deployment: Single box solution: In a single box solution, EMC Core and EMC IDS are deployed on a single VM appliance. Two box solution: In a two box solution, you have to deploy EMC Core on one VM appliance and EMC IDS on another VM appliance. Note: The database must be hosted on a separate system. You can deploy OVA using one of the following methods: Deploying Elite Multichannel Open Virtual Appliance using vSphere on page 26 Deploying Elite Multichannel Open Virtual Appliance using vCenter on page 30
Deploying Call Center Elite Multichannel OVA using vSphere client

Before you begin
Obtain the Call Center Elite Multichannel OVA file from Avaya PLDS. Copy the file to the computer where you have installed the vSphere client software or note the URL where the OVA is located.
About this task

Using the following procedure, you can deploy EMC on a single VM appliance (EMC Core and EMC IDS on the same virtual machine) or in two VM appliance (EMC Core on one virtual machine and EMC IDS on the other virtual machine). If you are deploying two VM appliance then, you must first deploy EMC Core Server. You must perform the same procedure to deploy EMC IDS Server.
Procedure
1. In the vSphere client, select the host ESX server for deploying the Call Center Elite Multichannel OVA. 2. Select File > Deploy OVF Template. The system displays the Deploy OVF Template window.
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3. You can use one of the following options to deploy the Call Center Elite Multichannel OVF package (emc-6.3.0-e50-00.ova): Click Browse and provide the Call Center Elite Multichannel OVA file location. If the Call Center Elite Multichannel OVA file is located on an http server, you can also deploy the OVA on VMware by entering the full URL in the Deploy from a file or URL field. 4. Click Next. The system displays the OVF Template Details screen. 5. Verify the details about the deployed OVA template, and click Next. The system displays the End User License Agreement screen. 6. Read the license agreement, and click Accept to accept the license agreement. 7. Click Next. The system displays the Name and Location screen. 8. In the Name field, enter the name of the new virtual machine. 9. Click Next. The system displays the Datastore screen. 10. Select a datastore in where you want to store the VM files. 11. Click Next. The system displays the Disk Format screen. 12. Select the format in which you want to store the virtual disks. 13. Click Next. 14. Accept the default disk format to store the virtual machine and virtual disks for Call Center Elite Multichannel OVA, and click Next. 15. If multiple virtual machine networks are configured on the host where you are deploying the Call Center Elite Multichannel OVA, the wizard prompts you to associate networks specified in the OVA with networks available on the host. For the single source network, choose a host network by clicking the Destination Network column, and click the entry in the drop-down menu, for example, VM Network 2. Click Next. If a single virtual machine network is on the host on which you are deploying the Call Center Elite Multichannel OVA, the system does not display the wizard prompt. The system displays the Ready to Complete screen. 16. Verify the deployment settings and click Finish. The system displays the progress of the tasks in the vSphere Client Status panel. The progress of the tasks displays in a vSphere Client Status panel. For more information about deploying templates in VMware, see VMWare documentation on deploying an OVE template.
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Related topics: Configuring Call Center Elite Multichannel after deploying the OVA using vSphere on page 28
Configuring Call Center Elite Multichannel after deploying the OVA using vSphere
Before you begin
Deploy the Call Center Elite Multichannel OVA using vSphere.
About this task

After deploying the OVA using vSphere, you must log in to the server and configure the virtual machine.
Procedure
1. Open the vSphere Client. 2. In the left pane, right-click on the host and select Power > Power On . 3. In the right pane, click the Console tab. Wait for the virtual machine to start. The system displays a screen with the Press Ctrl + Alt + DELETE to log on message. 4. In the left pane, right-click the VM machine, and select Guest > Send Ctrl+Alt +del. The system displays two user icons. 5. Click the Administrator icon. 6. Type the Administrator account password. The default password for the Administrator account is EMC123$%. 7. Press Enter. The system displays the Preparing your desktop message. Wait for the Windows Desktop to load. The system displays the Elite Multichannel window. 8. In the Elite Mutichannel Network Configuration screen, provide the following information:
Parameter Host Name IP Address Subnet Mask Description Host Name of the EMC Full, or EMC Core, or EMC IDS Server. IP Address of the EMC Full, or EMC Core, or EMC IDS Server. Subnet mask of theEMC Full, or EMC Core, or EMC IDS Server.
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Parameter Default Gateway
Description The default gateway IP address of the EMC Full, or EMC Core, or EMC IDS Server. The Domain Name Server IP address of the EMC Full, or EMC Core, or EMC IDS Server.
DNS
9. Click Next. The system displays the Date and Time window. 10. Click Change time zone. The system displays the Time Zone Settings window. 11. In the Time Zone Settings window, in the Time zone list, select the required time zone for the virtual machine. 12. Click Ok. 13. Click Change date and time. The system displays the Date and Time Settings window. 14. Set the required date and time for the virtual machine. 15. Click Ok. 16. In the Date and Time window, click Ok. The system displays the Elite Multichannel window. 17. On the Elite Multichannel window, in the Elite Multichannel EMC Configurations screen, set the values for:
Parameter Deployment Type AES Server Name/IP Port Note: If you add the AES Server Name or IP address, then you must add the AES Port number. WebLM Server Name/IP Port Note: If you add the WebLM Server Name or IP address, then you must add the WebLM Port number. Description EMC Full, or EMC Core, or EMC IDS
18. Click Next. The system displays the Elite Multichannel Summary screen.
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19. On the Elite Multichannel window, in the Elite Multichannel Summary screen, review the information for the Call Center Elite Multichannel deployment. 20. Click Apply. The system displays the Elite Multichannel Progress screen. 21. When the configuration is successfully applied, click OK. On the Elite Multichannel window, the system displays the following message: Configurations applied. System will reboot now. 22. Click OK. The virtual machine automatically restarts.
Deploying Call Center Elite Multichannel OVA using vCenter

Before you begin
Obtain the Call Center Elite Multichannel OVA file from PLDS. Copy the file to the computer where you have installed the vSphere client software or note the URL where the OVA is located.
About this task

Using the following procedure, you can deploy EMC on a single VM appliance (EMC Core and EMC IDS on the same virtual machine) or in two VM appliance (EMC Core on one virtual machine and EMC IDS on the other virtual machine). If you are deploying two VM appliance then, you must first deploy EMC Core Server. You must perform the same procedure to deploy EMC IDS Server.
Procedure
1. In the vCenter client, select the host ESX server for deploying theCall Center Elite Multichannel OVA. 2. Select File > Deploy OVF Template . The system displays the Deploy OVF Template window. 3. You can use one of the following options to deploy the Call Center Elite Multichannel OVF package (emc-6.3.0-e50-00.ova): Click Browse and provide the Call Center Elite Multichannel OVA file location. If the Call Center Elite Multichannel OVA file is located on an http server, you can also deploy the OVA on VMware by entering the full URL in the Deploy from a file or URL field.
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4. Click Next. The system displays the OVF Template Details screen. 5. Verify the details about the deployed OVA template, and click Next. The system displays the End User License Agreement screen. 6. Read the license agreement, and click Accept to accept the license agreement. 7. Click Next. The system displays the Name and Location screen. 8. In the Name field, enter the name of the new virtual machine. In the Inventory Location: select the Datacenter. 9. Click Next. The system displays the Host/Cluster screen. 10. Select the host IP of the server where you want to deploy the OVA. 11. Click Next. The system displays the Storage screen. 12. Select the storage destination where you want to deploy the OVA. 13. Click Next. The system displays the Disk Format screen. 14. Accept the default disk format to store the virtual machine and virtual disks for Call Center Elite Multichannel OVA, and click Next. 15. In the Properties screen, provide the following information:
Option Deployment Type Choice description Select the Deployment type for Call Center Elite Multichannel. There are three options available: EMC Full EMC Core EMC IDS Host Name IP Address Subnet Mask Default Gateway DNS IP Address The host name for EMC Full, EMC Core, or EMC IDS server. IP address for the EMC Full, EMC Core, or EMC IDS server. Subnet mask for the EMC Full, EMC Core, or EMC IDS server. Default gateway for the EMC Full, EMC Core, or EMC IDS server. The IP address of the Domain Name Server for EMC Full, EMC Core, or EMC IDS server.
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Option AES Server Name / IP (Optional) AES TSAPI Port (Optional) WebLM Server Name/IP (Optional) WebLM Port (Optional)
Choice description Hostname or IP address of the AES server Port number of the AES server Hostname or IP address of the WebLM server Port number of the WebLM server
16. Click Next. 17. If multiple virtual machine networks are configured on the host where you are deploying the Call Center Elite Multichannel OVA, the wizard prompts you to associate networks specified in the OVA with networks available on the host. For the single source network, choose a host network by clicking the Destination Network column, and click the entry in the drop down menu, for example, VM Network 2. Click Next. If a single virtual machine network is on the host on which you are deploying the Call Center Elite Multichannel OVA, the system does not display the wizard prompt. The system displays the Ready to Complete screen. 18. Verify the deployment settings and click Finish. The system displays the progress of the tasks in the vSphere Client Status panel. For more information about deploying templates in VMware, see VMWare documentation on deploying an OVE template.
Related topics: Configuring Call Center Elite Multichannel after deploying the OVA using vCenter on page 32
Configuring Call Center Elite Multichannel after deploying the OVA using vCenter
Before you begin
Deploy the Call Center Elite Multichannel OVA using vCenter.
About this task

After deploying the OVA using vCenter, you must login to the server and configure the virtual machine. To configure the virtual machine:
Procedure
1. Open the vSphere Client. 2. In the left pane, right-click the host and select Power > Power On .
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3. In the right pane, click the Console tab. Wait for the virtual machine to start. The system displays the screen with the Press Ctrl + Alt + DELETE to log on message. 4. In the left pane, right-click the VM machine, and select Guest > Send Ctrl+Alt +del. The system displays two user icons. 5. Click the Administrator icon. 6. Type the Administrator account password. The default password for the Administrator account is EMC123$%. 7. Press Enter. The system displays Preparing your desktop message. Wait for the Windows Desktop to load. The system displays the Date and Time window. 8. Click Change time zone. The system displays the Time Zone Settings window. 9. In the Time Zone Settings window, in the Time zone list, select the required time zone for the virtual machine. 10. Click Ok. 11. Click Change date and time. The system displays the Date and Time Settings window. 12. Set the required date and time for the virtual machine. 13. Click Ok. 14. In the Date and Time window, click Ok. 15. On the Elite Multichannel window, in the Elite Multichannel Summary screen, review the information for the Call Center Elite Multichannel deployment. You can click on any of the fields and modify the required values. Note: If you add the AES Server Name or IP address, then you must add the AES Port number. If you add the WebLM Server Name or IP address, then you must add the WebLM Port number. 16. Click Apply. The Elite Multichannel Progress screen is displayed. 17. When the configuration is successfully applied, click OK. On the Elite Multichannel window, the system displays the following message: Configurations applied. System will reboot now. 18. Click OK.
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The virtual machine will automatically restarts.
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Chapter 6: Configuration
Configuring the virtual machine automatic startup settings

When a vSphere ESXi host restarts or starts after a power failure, the virtual machines that are deployed on the host do not start automatically. All virtual machines must be configured to start automatically when the vSphere ESXi host starts. In high availability (HA) clusters, the VMware HA software ignores the startup selections.
Before you begin

Confirm that you have the proper level of permissions to configure the automatic startup settings. If you do not have the proper level of permissions, contact your system administrator.
Procedure
1. In the vSphere Client inventory, select the host where the virtual machine is located. 2. Click the Configuration tab. 3. In the Software section, click Virtual Machine Startup/Shutdown. 4. Click Properties in the upper right corner of the screen. 5. In the System Settings section, select Allow virtual machines to start and stop automatically with the system. 6. In the Manual Startup section, select the virtual machine. 7. Use the Move up button to move the virtual machine under Automatic Startup. 8. Click OK.
Example
The following is an example of the Virtual Machine Startup/Shutdown screen.
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Configuration
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Chapter 7: Post-deployment and verification
Activate Microsoft Windows Server 2008 R2

Avaya Aura Call Center Elite Multichannel OVA is bundled with Microsoft Windows 2008 R2 Standard Edition. After deploying the Call Center Elite Multichannel OVA, you must activate Microsoft Windows Server 2008 R2 Standard Edition. For more information on activating Microsoft Windows Server 2008 R2, go to the Microsoft website: http://www.microsoft.com/
Post-deployment verification
Verifying the Call Center Elite Multichannel services
About this task
Using the following procedure, verify that all the Call Center Elite Multichannel Services are set to Automatic and status is in Started state.
Procedure
1. Open the vSphere Client. 2. In the left pane, right-click the host and select Power > Power On . 3. In the right pane, click the Console tab. Wait for the virtual machine to start. The system displays the screen with the Press Ctrl + Alt + DELETE to log on message. 4. In the left pane, right-click on the virtual machine, and select Guest > Send Ctrl +Alt+del. The system displays two user icons. Click the Administrator icon. 5. Type the Administrator account password. The default password for the Administrator account is EMC123$%.
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Post-deployment and verification
6. Press Enter. The system displays the Initial Configuration Tasks window. Close or minimize the Initial Configuration Tasks window. The system displays the Server Manager window. 7. In the Server Manager window, in the left pane, select Configuration > Services . In the right pane, you will see a list of all available services with their Status (Started/ Stopped). If you have deployed the EMC Core Server, verify that the following services are set to Automatic and status is in the Started state: - Active Configuration Server - AS AOL-ICQ Instant Messenger Gateway - AS Application Management Director - AS Call Routing Server Note: By default, the AS Call Routing Server service is disabled. If you want to use this service then you have to configure AS Call Routing Server. - AS Communicator Gateway - AS Email Media Store - AS License Director - AS Media Director - AS MSN Messenger Gateway - AS Preview Contact Media Store - AS Simple Messaging Media Store - AS SMS Gateway - AS Task Director - AS Virtual Agent - AS Voice Media Store - AS Web Chat Gateway - AS XML Server - AS XMPP Gateway - Avaya Call Recording Config Service - Avaya Trace Server
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Post-deployment verification
- Avaya Voice Portal Config Service If you have deployed the EMC IDS Server, verify that the following services are set to Automatic and status is in the Started state. If the services are not in Started status, then manually start the services. - AS Interaction Data Server - Multimedia - AS Interaction Data Server - View - AS Interaction Data Server - Voice and Presence If you have deployed the EMC Full, verify that the following services are set to Automatic and status is in the Started state. If the services are not in Started status, then manually start the services. - Active Configuration Server - AS AOL-ICQ Instant Messenger Gateway - AS Application Management Director - AS Call Routing Server Note: By default, the AS Call Routing Server service is disabled. If you want to use this service then you have to configure AS Call Routing Server. - AS Communicator Gateway - AS Email Media Store - AS License Director - AS Media Director - AS MSN Messenger Gateway - AS Preview Contact Media Store - AS Simple Messaging Media Store - AS SMS Gateway - AS Task Director - AS Virtual Agent - AS Voice Media Store - AS Web Chat Gateway - AS XML Server - AS XMPP Gateway - Avaya Call Recording Config Service
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- Avaya Trace Server - Avaya Voice Portal Config Service - AS Interaction Data Server - Multimedia - AS Interaction Data Server - View - AS Interaction Data Server - Voice and Presence
Post-deployment configuration
Creating a Database for ASContact
Before you begin
Ensure that the Call Center Elite Multichannel is deployed and all the services are running.
Procedure
1. Open the CC Elite Multichannel Control Panel application. 2. In the left navigation pane, right-click and select Database Management > Create New Database > ASContact. 3. In the right pane, in the Database Utility Database Creation Agent tab, next to Database server name, click to populate the server names in the drop-down list. 4. From the drop-down list, select SQL Server. 5. In the User name: field, type a user name. 6. In the Password: field, type a password. 7. Click Create.
Creating a Database for ASMSControl

Before you begin
Ensure that the Call Center Elite Multichannel is deployed and all the services are running.
About this task

To create the ASMSControl database:
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Post-deployment configuration
Procedure
1. Open the CC Elite Multichannel Control Panel application. 2. In the left navigation pane right-click and select Database Management > Create New Database > ASMSControl. 3. In the right pane, in the Database Utility Database Creation Agent tab, next to Database server name, click to populate the server names in the drop-down list. 4. From the drop-down list, select SQL Server. 5. In the User name: field, type a user name. 6. In the Password: field, type a password. 7. Click Create.
Configuring Interaction Data Service server

Before you begin
After the Interaction Data Service (IDS) server is up, you must configure the IDS system. For more information, see Administering Avaya Aura Call Center Elite Multichannel Guide.
About this task

You must perform the following procedure after configuring the IDS.
Procedure
1. Open the vSphere Client. 2. In the left pane, right-click the host and select Power > Power On . 3. In the right pane, click the Console tab. Wait for the virtual machine to start. The system displays the screen with the Press Ctrl + Alt + DELETE to log on message. 4. In the left pane, right-click on the virtual machine, and select Guest > Send Ctrl +Alt+del. The system displays two user icons. Click the Administrator icon. 5. Type the Administrator account password. The default password for the Administrator account is EMC123$%. 6. Press Enter. The system displays the Initial Configuration Tasks window. Close or minimize the Initial Configuration Tasks window. The system displays the Server Manager window.
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7. In the Server Manager window, in the left pane, select Configuration > Services . In the right pane, you will see a list of all available services with their Status (Started/ Stopped). 8. Right-click on AS Interaction Data Server - View service, and click Stop. 9. Click Start > Avaya Aura CC Elite Multichannel > Interaction Data Server - View > Open IDS view ASIDSView.ini file. 10. In the ASIDSView.ini file, in the [IDS View Engine] key section, remove the connection string after = (equal to) sign. 11. Click File > Save to save the changes made to the ASIDSView.ini file. 12. In the Services window, right-click on AS Interaction Data Server - View service, and select Start.
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Chapter 8: Troubleshooting
Troubleshooting the Avaya Aura Call Center Elite Multichannel deployment

During the deployment of Avaya Aura Call Center Elite Multichannel using OVA, verify the following in case of errors or configuration failures: Call Center Elite Multichannel license data. AES IP address and Port number. Network parameters. Hostname of the server.
Log file for troubleshooting OVA deployment

When deploying the OVA, the application creates log file named ConfigureVM.log. The log file is located at C:\Program Files (x86)\Avaya\Avaya Aura CC Elite Multichannel\Virtualization. This log file contains all the information required for debugging the OVA deployment.
Verifying the Call Center Elite Multichannel license data

Before you begin
Ensure that the Call Center Elite Multichannel is deployed.
About this task

Perform the following procedure to verify that the Avaya WebLM address is configured in the Elite Multichannel License Director.
Procedure
1. Open the CC Elite Multichannel Control Panel application. 2. In the left navigation pane, select License Director > License Keys and verify that the EMC server is receiving the license key from the Avaya WebLM server.
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Troubleshooting
3. If the EMC is not receiving the license, reconfigure the WebLM configuration on the EMC. a. Click Start > Run. b. In the Run window, type services.msc and press Enter. c. In the Services window, right-click ASLicenseDirector service and select Stop. d. Click Start > All Programs > Avaya Aura CC Elite Multichannel > Server > License Director > Edit ASLicenseDirector.ini file. e. In the ASLicenseDirector.ini file verify the URL of the WebLM server and update the URL as appropriate. f. Click File > Save. g. Close the ASLicenseDirector.ini window. h. In the Services window, right-click ASLicenseDirector service, and select Start.
Verifying the AES IP address and Port number

Before you begin
About this task

Perform the following procedure to verify that the AES IP address is configured in the TSLIB.ini file.
Procedure
1. Click Start > All Programs > Avaya AE Services > TSAPI Client > Edit TSLIB.ini file. 2. Verify the IP address and port number of the AES server. If the IP address is incorrect update the values to the required IP address and port number.
Verifying the network parameters

Before you begin
About this task

Perform the following procedure to verify that the Network parameters provided during OVA deployment are set on the virtual machine.
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Procedure
1. Log in to the virtual machine. 2. Click Start > Network. 3. In the Network window, on the menu bar, click Network and Sharing Center. 4. In the Network and Sharing Center window, in the Connect or disconnectsection, click Local Area Connection. 5. In the Local Area Connection Status window, click Properties. 6. In the Local Area Connection Properties window, click Internet Protocol Version 4 (TCP/IPv4). 7. Click Properties. 8. In the Internet Protocol Version 4 (TCP/IPv4) Properties window, verify the following parameters, and modify the parameters if required: IP address Subnet mask Default gateway Preferred DNS server Alternate DNS server 9. Click Apply. 10. Click OK.
Verifying the Host name of the server

Before you begin
About this task

Perform the following procedure to verify that the Hostname provided during the deployment of OVA is set on the virtual machine.
Procedure
1. Log in to the virtual machine. 2. Click Start. 3. Right-click the Computer icon, and select Properties. 4. In the System window, in the Computer name, domain, and workgroup settings section, verify that the computer name matches with the host name that
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Troubleshooting
you provided during configuring or deployment of OVA. If the host name does not match the host name that was provided when configuring the OVA, modify the computer name. a. Click Change settings. b. In the System Properties window, click Change. c. In the Computer Name/Domain Changes window, in the Computer name field, modify the name with the host name that was provided when configuring the OVA. d. Click Apply. e. Click OK. f. Click OK.
Changing the Hostname in the virtual machine

About this task
This section provides information on reconfiguring the virtual machine. You must reconfigure the virtual machine if the Hostname of the virtual machine does not match with the Hostname of the EMC Core or EMC IDS Server.
Procedure
1. Stop all the EMC services. For EMC Core, stop all the EMC Core services. For EMC IDS, stop the three IDS services. 2. Go to C:\Program Files (x86)\Avaya\Avaya Aura CC Elite Multichannel\Virtualization. 3. Double-click ConfigureVM.exe. 4. In the Elite Mutichannel Network Configuration screen, provide the following information:
Parameter Host Name IP Address Subnet Mask Default Gateway Description Host Name of the EMC Full, or EMC Core, or EMC IDS Server. IP Address of the EMC Full, or EMC Core, or EMC IDS Server. Subnet mask of theEMC Full, or EMC Core, or EMC IDS Server. The default gateway IP address of the EMC Full, or EMC Core, or EMC IDS Server.
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Parameter DNS
Description The Domain Name Server IP address of the EMC Full, or EMC Core, or EMC IDS Server.
5. Click Next. The system displays the Date and Time window. 6. Click Change time zone. The system displays the Time Zone Settings window. 7. In the Time Zone Settings window, in the Time zone list, select the required time zone for the virtual machine. 8. Click Ok. 9. Click Change date and time. The system displays the Date and Time Settings window. 10. Set the required date and time for the virtual machine. 11. Click Ok. 12. In the Date and Time window, click Ok. The system displays the Elite Multichannel window. 13. On the Elite Multichannel window, in the Elite Multichannel EMC Configurations screen, set the values for:
Parameter Deployment Type AES Server Name/IP Port Note: If you add the AES Server Name or IP address, then you must add the AES Port number. WebLM Server Name/IP Port Note: If you add the WebLM Server Name or IP address, then you must add the WebLM Port number. Description EMC Full, or EMC Core, or EMC IDS
14. Click Next. The system displays the Elite Multichannel Summary screen. 15. On the Elite Multichannel window, in the Elite Multichannel Summary screen, review the information for the Call Center Elite Multichannel deployment. 16. Click Apply.
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Troubleshooting
The system displays the Elite Multichannel Progress screen. 17. When the configuration is successfully applied, click OK. On the Elite Multichannel window, the system displays the following message: Configurations applied. System will reboot now. 18. Click OK. The virtual machine automatically restarts.
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Chapter 9: Maintenance
Taking a backup of the EMC .ini files

About this task
Using this procedure, you can create a backup folder that contains the backup of the following files: All the .ini files TSLIB.ini file web.config file CA Certificate if the system contains CA Certificate. Note: The BackupRestore.exe application will not take a backup of the database and email archives.
Procedure
1. Go to C:\Program Files (x86)\Avaya\Avaya Aura CC Elite Multichannel\Virtualization folder. 2. Double-click the BackupRestore.exe file. 3. In the Elite Multichannel window, in Elite Multichannel - Install Selection screen, select Backup. 4. Click Next. The system displays the Elite Multichannel Progress screen. 5. When the backup is complete, click OK. All the .ini, TSLIB.ini, web.config, and CA Certificate files are backed up in a backup folder at the same location where the BackupRestore.exe application is located.
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Maintenance
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Glossary
AFS Authentication File System. AFS is an Avaya Web system that allows you to create Authentication Files for secure Avaya Global Services logins for supported non-Communication Manager Systems. A software solution development by Avaya that includes a guest operating system. A physical server sold by Avaya running a VMware hypervisor that has several virtual machines, each with its virtualized applications. The servers can be staged with the operating system and application software already installed. Some of the servers are sold as just the server with DVD or software downloads. A blade server is a stripped-down server computer with a modular design optimized to minimize the use of physical space and energy. Although many components are removed from blade servers to save space, minimize power consumption and other considerations, the blade still has all of the functional components to be considered a computer. A virtualization layer that runs directly on the server hardware. Also known as a bare-metal hypervisor. Provides processor, memory, storage, and networking resources on multiple virtual machines. A hypervisor is also known as a Virtual Machine Manager (VMM). A hypervisor is a hardware virtualization technique which runs multiple operating systems on the same shared physical server. Media Access Control address. A unique identifier assigned to network interfaces for communication on the physical network segment. Open Virtualization Appliance. An OVA contains the virtual machine description, disk images, and a manifest zipped into a single file. The OVA follows the Distributed Management Task Force (DMTF) specification. Product Licensing and Download System. The Avaya PLDS provides product licensing and electronic software download distribution. A reservation is the amount of physical RAM, CPU cycles, or memory that are reserved for a virtual machine. Remote Feature Activation. RFA is an Avaya Web system that you use to create Avaya License Files. These files are used to activate software including features, capacities, releases, and offer categories. RFA also
Application Avaya Appliance
Blade
ESXi
Hypervisor
MAC OVA
PLDS Reservation RFA
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SAN
creates Authentication Files for secure Avaya Global Services logins for Communication Manager Systems. SAN Storage Area Network. A SAN is a dedicated network that provides access to consolidated data storage. SANs are primarily used to make storage devices, such as disk arrays, accessible to servers so that the devices appear as locally attached devices to the operating system. Capture a virtual appliance configuration in time. Creating a snapshot can affect service. Some Avaya virtual appliances have limitations and others have specific instructions for creating snapshots. A VMware feature that migrates virtual machine disk files from one data storage location to another with limited impact to end users. An administrative interface from VMware for the entire virtual infrastructure or data center, including VMs, ESXi hosts, deployment profiles, distributed virtual networking, and hardware monitoring. A virtual appliance is a single software application bundled with an operating system. Virtual Machine. Replica of a physical server from an operational perspective. A VM is a software implementation of a machine (for example, a computer) that executes programs similar to a physical machine. A VMware feature that migrates a running virtual machine from one physical server to another with minimal downtime or impact to end users. vMotion cannot be used to move virtual machines from one data center to another. High Availability. A VMware feature for supporting virtual application failover by migrating the application from one ESXi host to another. Since the entire host fails over, several applications or virtual machines can be involved. The failover is a reboot recovery level which can take several minutes. The vSphere Client is a downloadable interface for administering vCenter Server and ESXi.
Snapshot
Storage vMotion vCenter
virtual appliance VM
vMotion
HA
vSphere Client
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Index A
activate Microsoft Windows ........................................ 37 ASContact .................................................................. 40 ASMSControl ..............................................................40 automatic restart .........................................................35 virtual machine ..................................................... 35
H
host name ...................................................................45
I
IDS ............................................................................. 41 ini files ........................................................................ 49 TSLIB.ini .............................................................. 49 web.config ..................................................... 49 CA Certificate .......................................... 49 intended audience ........................................................ 7
B
backup ........................................................................ 49
C
changing ..................................................................... 46 hostname ............................................................. 46 checklist ................................................................ 15, 25 deployment procedures ....................................... 25 planning procedures ............................................ 15 components ................................................................ 12 VMware ................................................................ 12 configuration data ....................................................... 16 customer .............................................................. 16 configuring ............................................................ 35, 41 Interaction Data Service .......................................41 VM automatic restart ............................................ 35 configuring the deployed OVA .............................. 28, 32 using vCenter ....................................................... 32 using vSphere ...................................................... 28 creating a database .................................................... 40 creating the database ................................................. 40 customer configuration data ....................................... 16
L
log files ....................................................................... 43
N
network parameters ....................................................44
O
OVA ............................................................................ 23 verifying on Linux-based computer ...................... 23 verifying on Windows-based computer ................ 23 overview ..................................................................... 11
P
planning procedures ................................................... 15 checklist ............................................................... 15 PLDS .................................................................... 21, 22 downloading software .......................................... 22 pre-deployment .......................................................... 21 checklist ............................................................... 21 purpose ........................................................................ 7
D
deploying EMC OVA ............................................. 26, 30 using vCenter ....................................................... 30 deployment guidelines ................................................13 deployment procedures .............................................. 25 checklist ............................................................... 25 downloading software .................................................22
G
guidelines ................................................................... 13 deployment .......................................................... 13
R
registering ...................................................................21 related documentation ..................................................7 requirements ......................................................... 18, 19
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software ............................................................... 19 vMachine resources ............................................. 18 resource requirements ............................................... 18 resources ....................................................................15 server ................................................................... 15
types of OVA deployment ...........................................26
U
using vSphere ............................................................ 26
S
server hardware and resources ..................................15 software requirements ................................................ 19 support ......................................................................... 9 contact ................................................................... 9 supported versions ..................................................... 19 VMware ................................................................ 19
V
verfy the AES IP address and port number ................ 44 verify ..................................................................... 44, 45 verify services .............................................................37 verifying the license data ............................................ 43 videos ........................................................................... 9 virtual machine ........................................................... 35 automatic restart .................................................. 35 vMachine resource requirements ............................... 18 VMware software ........................................................19 supported ............................................................. 19
T
training ......................................................................... 8 troubleshoot ................................................................43 deployment .......................................................... 43
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CCEM 6.3 Deploying in Virtualized Environment Oct2013

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CCEM 6.3 Deploying in Virtualized Environment Oct2013

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Deploying Avaya Aura Call Center Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Release 6.3 Issue 1 October 2013

2013 Avaya Inc.

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Contents Chapter 1: Introduction...................................................................................................... 7

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Title Avaya Customer Experience Virtualized Environment Solution Description

Audience Sales Engineers

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Course code AIPS 4302

Avaya Mentor videos

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Chapter 2: Architecture overview

Avaya Customer Experience Virtualized Environment overview

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Patches and upgrades

Performance and capacities

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

VMware Software Component

OVA deployment order

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Chapter 3: Planning and configuration

Server hardware and resources

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Planning and configuration

Customer configuration data

Microsoft Operating System Licensing

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Customer configuration data

Languages Supported: English and French

Customer configuration information

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Planning and configuration

Call Center Elite Multichannel virtual machine resource requirements

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

VMware software requirements

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Planning and configuration

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Chapter 4: Initial setup and pre-deployment

Registering for PLDS

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Initial setup and pre-deployment

Downloading software from PLDS

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Verifying the downloaded OVA

Verifying the downloaded OVA

Verifying the OVA on a Windows-based computer

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Initial setup and pre-deployment

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Chapter 5: Deploying the Elite Multichannel OVA

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Deploying the Elite Multichannel OVA

Deploying Call Center Elite Multichannel OVA using vSphere client

About this task

Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment

Deploying Call Center Elite Multichannel OVA using vSphere client