AIC 7.3 Installation Planning and Prerequisites

7/22/2019 AIC 7.3 Installation Planning and Prerequisites

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Avaya Interaction CenterRelease 7.3Installation Planning and Prerequisites

March 2012


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2012 Avaya Inc. All Rights Reserved.

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Warranty

Avaya Inc. provides a limited warranty on this product. Refer to your salesagreement to establish the terms of the limited warranty. In addition, Avayasstandard warranty language, as well as information regarding support for thisproduct, while under warranty, is available through the Avaya Support Website:

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USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'SACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERALLICENSE TERMS AVAILABLE ON THE AVAYA WEB SITEhttp://support.avaya.com/LicenseInfo/ ("GENERAL LICENSE TERMS"). IFYOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUSTRETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN(10) DAYS OF DELIVERY FOR A REFUND OR CREDIT.

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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 awarethat there can be a risk of toll fraud associated with your system and that, if tollfraud occurs, it can result in substantial additional charges for yourtelecommunications services.

Avaya fraud intervention

If you suspect that you are being victimized by toll fraud and you need technicalassistance or support, call Technical Service Center Toll Fraud InterventionHotline at +1-800-643-2353 for the United States and Canada. For additionalsupport telephone numbers, see the Avaya Support Web site:


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Installation Planning and Prerequisites March 2012 3

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Chapter 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Internationalization and localization support . . . . . . . . . . . . . . . . . . . . 17

Supported languages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Limitations on support for Traditional Chinese . . . . . . . . . . . . . . . . . 18

Limitations on support for Thai. . . . . . . . . . . . . . . . . . . . . . . . . . 19

Limitations on localization and internationalization support with Citrix. . . . 19

Interaction Center Readme . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Interaction Center documentation . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Interaction Center components. . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Interaction Center core servers. . . . . . . . . . . . . . . . . . . . . . . . . . 20

Interaction Center Design & Administration Tools . . . . . . . . . . . . . . . 21

Agent interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Avaya Computer Telephony for IC . . . . . . . . . . . . . . . . . . . . . . . . 23

Web Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Avaya Email Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Avaya Business Advocate for Interaction Center . . . . . . . . . . . . . . . . 24

Avaya Content Analyzer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Interaction Center Client Software Development Kit . . . . . . . . . . . . . . 25

Interaction Center for Siebel . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Unsupported features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Avaya Operational Analyst . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Security for Interaction Center accounts . . . . . . . . . . . . . . . . . . . . . . 29

Interaction Center implementation roles . . . . . . . . . . . . . . . . . . . . . . . 29

Chapter 2: Required software components . . . . . . . . . . . . . . . . . . . . . . . 33

About the supported versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Exceptions to supported operating systems . . . . . . . . . . . . . . . . . . . . 34

Required software for Interaction Center servers . . . . . . . . . . . . . . . . . . 35

Required software for Interaction Center databases . . . . . . . . . . . . . . . . 36Required Interaction Center databases . . . . . . . . . . . . . . . . . . . . . 36

Optional Interaction Center databases . . . . . . . . . . . . . . . . . . . . . . 37

Prerequisites for the databases . . . . . . . . . . . . . . . . . . . . . . . . . 37

Required software for Telephony . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Contents


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Telephony servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Prerequisites for Telephony servers . . . . . . . . . . . . . . . . . . . . . . . 39

Required software for Web Management . . . . . . . . . . . . . . . . . . . . . . 41

Web Management servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Prerequisites for Web Management servers . . . . . . . . . . . . . . . . . . . 43

Required software for Email Management and Content Analyzer . . . . . . . . . 44Email Management servers and Content Analyzer servers. . . . . . . . . . . 44

Prerequisites for Email Management servers and Content Analyzer servers . 45

Required software for Business Advocate. . . . . . . . . . . . . . . . . . . . . . 46

Business Advocate servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Prerequisites for Business Advocate servers . . . . . . . . . . . . . . . . . . 47

Required software for the Interaction Center Client SDK. . . . . . . . . . . . . . 50

Required software for Interaction Center for Siebel. . . . . . . . . . . . . . . . . 50

Required software for Design & Administration Tools . . . . . . . . . . . . . . . 51

Required software for agent applications . . . . . . . . . . . . . . . . . . . . . . 51

Prerequisites for Avaya Agent . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Requirements for Avaya Agent Web Client . . . . . . . . . . . . . . . . . . . 53

Prerequisites for agent desktop applications on Citrix . . . . . . . . . . . . . 55

Required software for customers of Web Management. . . . . . . . . . . . . . . 55

Upgrading Daylight Saving Time (DST) patches. . . . . . . . . . . . . . . . . . . 56

Chapter 3: Guidelines for an Interaction Center deployment. . . . . . . . . . . . . . 57

Performance factors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Interaction Center components. . . . . . . . . . . . . . . . . . . . . . . . . . 58

Volume of contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Number of concurrent users . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Virus scan software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Network topology and configuration guidelines . . . . . . . . . . . . . . . . . . 60

Network security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Interaction Center communication protocol . . . . . . . . . . . . . . . . . . . 61

WAN and LAN connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Remote agents for Avaya Agent . . . . . . . . . . . . . . . . . . . . . . . . . 62

Multiple network interface cards . . . . . . . . . . . . . . . . . . . . . . . . . 65

Firewall guidelines for Avaya Agent . . . . . . . . . . . . . . . . . . . . . . . 66

Network and Firewall requirements for Avaya Agent Web Client . . . . . . . 67

Support for NAT and firewalls . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Database guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Interaction Center databases . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Interaction Center database performance guidelines . . . . . . . . . . . . . . 69


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Database table limitations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Time zone handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Methods for time zone handling . . . . . . . . . . . . . . . . . . . . . . . . . 70

Time zone methods used by Interaction Center components . . . . . . . . . 71

Time zone requirements for Web Scheduled Callback . . . . . . . . . . . . . 71

Interaction Center server guidelines . . . . . . . . . . . . . . . . . . . . . . . . . 71Server naming guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Server partitioning guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Web License Manager guidelines . . . . . . . . . . . . . . . . . . . . . . . . 74

Co-location of client applications with servers . . . . . . . . . . . . . . . . . 74

Time synchronization for servers . . . . . . . . . . . . . . . . . . . . . . . . 75

Server failure considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Interaction Center core server guidelines . . . . . . . . . . . . . . . . . . . . 76

Voice channel server guidelines . . . . . . . . . . . . . . . . . . . . . . . . . 81

Chat channel server guidelines. . . . . . . . . . . . . . . . . . . . . . . . . . 82

Email channel server guidelines . . . . . . . . . . . . . . . . . . . . . . . . . 83Business Advocate server guidelines . . . . . . . . . . . . . . . . . . . . . . 84

Web Scheduled Callback guidelines . . . . . . . . . . . . . . . . . . . . . . . 87

Interaction Center port assignments . . . . . . . . . . . . . . . . . . . . . . . . . 87

Guidelines for assigning ports . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Ports used by Interaction Center core components . . . . . . . . . . . . . . 90

Ports used by Business Advocate components. . . . . . . . . . . . . . . . . 95

Ports used by Avaya Agent Web Client . . . . . . . . . . . . . . . . . . . . . 95

Ports used by Client SDK and Web Services . . . . . . . . . . . . . . . . . . 96

Ports used by Siebel Integration . . . . . . . . . . . . . . . . . . . . . . . . . 97

Ports used by OA components . . . . . . . . . . . . . . . . . . . . . . . . . . 97Ports used by third party servers. . . . . . . . . . . . . . . . . . . . . . . . . 98

Ephemeral ports in Interaction Center and OA . . . . . . . . . . . . . . . . . . . 98

Limits implied by the ephemeral port range . . . . . . . . . . . . . . . . . . . 99

Traditional configuration of the ephemeral port range . . . . . . . . . . . . . 99

Firewalling the ephemeral port range . . . . . . . . . . . . . . . . . . . . . . 100

Changing the ephemeral port range . . . . . . . . . . . . . . . . . . . . . . . 100

OA server guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Event Collector server guidelines . . . . . . . . . . . . . . . . . . . . . . . . 104

Event Collector Bridge guidelines . . . . . . . . . . . . . . . . . . . . . . . . 106

Event Collector server failover guidelines . . . . . . . . . . . . . . . . . . . . 107OA reporting problems caused by incorrect server deployment. . . . . . . . . . 107

Agent fails over to an ADU server that is monitored by a different Event Collector server108

An agent fails over to an ADU server that is not monitored by an Event Collector server


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Two Event Collector servers monitor the same agent domains . . . . . . . . 108

Chapter 4: Interaction Center single site deployment scenarios. . . . . . . . . . . . 111

Adapting deployment scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Adding more servers and domains. . . . . . . . . . . . . . . . . . . . . . . . 112Adding more Tomcat servers for the Client SDK or Web Services . . . . . . 112

Including additional servers in a deployment . . . . . . . . . . . . . . . . . . 112

Co-locating servers on one computer . . . . . . . . . . . . . . . . . . . . . . 113

Deploying servers on multi-processor computers . . . . . . . . . . . . . . . 113

Items not shown in the deployment scenarios . . . . . . . . . . . . . . . . . . . 114

Scenario 1: Single site, voice only . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Scenario 1: Deployment overview . . . . . . . . . . . . . . . . . . . . . . . . 114

Scenario 1: Interaction Center domain overview . . . . . . . . . . . . . . . . 115

Scenario 1: Partitioning of servers . . . . . . . . . . . . . . . . . . . . . . . . 116

Scenario 1: Failover strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . 117Scenario 2: Business Advocate for single site, voice only . . . . . . . . . . . . . 120



Scenario 2: Partitioning of Business Advocate servers . . . . . . . . . . . . 122

Scenario 2: Failover strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Scenario 3: Business Advocate for single site, high volume voice . . . . . . . . 124




Scenario 3: Failover strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . 127Scenario 4: Single site, multi-channel . . . . . . . . . . . . . . . . . . . . . . . . 128





Scenario 5: Single site, multi-channel with high volume voice. . . . . . . . . . . 136




Scenario 5: Failover strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . 140Scenario 6: Business Advocate for single site, multi-channel . . . . . . . . . . . 144





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Scenario 7: Single site, chat and email only . . . . . . . . . . . . . . . . . . . . . 149





Chapter 5: Interaction Center multi-site deployment scenarios . . . . . . . . . . . . 155

Scenario 8: Two sites, voice only. . . . . . . . . . . . . . . . . . . . . . . . . . . 156



Scenario 8: Site overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Scenario 8: Partitioning of Interaction Center servers . . . . . . . . . . . . . 158


Scenario 9: Two sites, multi-channel. . . . . . . . . . . . . . . . . . . . . . . . . 165

Scenario 9: Deployment overview . . . . . . . . . . . . . . . . . . . . . . . . 166Scenario 9: Interaction Center domain overview . . . . . . . . . . . . . . . . 167

Scenario 9: Site overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167



Scenario 10: Single instance Business Advocate for two sites, multi-channel . . 177

Scenario 10: Deployment overview. . . . . . . . . . . . . . . . . . . . . . . . 178

Scenario 10: Interaction Center domain overview. . . . . . . . . . . . . . . . 179

Scenario 10: Site overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180


Scenario 10: Failover strategy for Business Advocate domains . . . . . . . . 183Scenario 11: Multi-instance Business Advocate for two sites, multi-channel. . . 184





Scenario 11: Failover strategy for Business Advocate domains . . . . . . . . 190

Scenario 13: Two sites, multi-channel, data center . . . . . . . . . . . . . . . . . 192



Scenario 13: Site overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194Scenario 13: Partitioning of servers . . . . . . . . . . . . . . . . . . . . . . . 194

Scenario 13: Failover strategy . . . . . . . . . . . . . . . . . . . . . . . . . . 197

Scenario 14: Business Advocate for two sites, multi-channel, data center . . . . 202



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Scenario 14: Partitioning of servers . . . . . . . . . . . . . . . . . . . . . . . 205

Scenario 14: Failover strategy . . . . . . . . . . . . . . . . . . . . . . . . . . 208

Chapter 6: Avaya Agent Web Client server deployment scenarios . . . . . . . . . . 209

Avaya Agent Web Client deployment guidelines . . . . . . . . . . . . . . . . . . 210

Agent configuration guidelines. . . . . . . . . . . . . . . . . . . . . . . . . . . . 211

Overview of deployment scenarios. . . . . . . . . . . . . . . . . . . . . . . . . . 212

Basic deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212

Overview of a basic deployment . . . . . . . . . . . . . . . . . . . . . . . . . 212

Overview of network structure for a basic deployment . . . . . . . . . . . . . 213

Load balancing deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

Overview of a Load balancing deployment . . . . . . . . . . . . . . . . . . . 214

Benefits of a Load balancing deployment . . . . . . . . . . . . . . . . . . . . 214

Overview of network structure for a Load balancing deployment . . . . . . . 215Multi-site deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216

Overview of multi-site deployment . . . . . . . . . . . . . . . . . . . . . . . . 216

Benefits of a multi-site deployment . . . . . . . . . . . . . . . . . . . . . . . 216

Overview of network structure for a multi-site deployment . . . . . . . . . . 217

Chapter 7: Interaction Center hardware requirements . . . . . . . . . . . . . . . . . 219

Hardware requirements for deploying Interaction Center . . . . . . . . . . . . . 219

Hardware guidelines for Interaction Center servers . . . . . . . . . . . . . . . . 220

Hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221

Server distribution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221Server failover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221

Server speed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221

Server configuration impact . . . . . . . . . . . . . . . . . . . . . . . . . . . 221

Disk space for Interaction Center servers . . . . . . . . . . . . . . . . . . . . 222

Disk space for server log files . . . . . . . . . . . . . . . . . . . . . . . . . . 222

Validation of Hardware configuration . . . . . . . . . . . . . . . . . . . . . . 222

IBM Logical Partition (LPAR) technology . . . . . . . . . . . . . . . . . . . . 222

Hardware requirements for Design & Administration Tools . . . . . . . . . . . . 223

Hardware requirements for IC servers . . . . . . . . . . . . . . . . . . . . . . . . 223

Required hardware for Avaya Agent WebConnector / SDK. . . . . . . . . . . . . 224

Required hardware for agent workstations . . . . . . . . . . . . . . . . . . . . . 224

Required hardware for the Avaya Agent interface . . . . . . . . . . . . . . . 225

Required hardware for the Avaya Agent Web Client interface . . . . . . . . . 225

Required hardware for IVChat . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226


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Chapter 8: Interaction Center licensing . . . . . . . . . . . . . . . . . . . . . . . . . 227

Prerequisites for license files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

Identifying a physical address . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228

Identifying a physical address for license files . . . . . . . . . . . . . . . . . 228

Identifying a physical address in Windows . . . . . . . . . . . . . . . . . . . 229

Identifying a physical address on Oracle Solaris . . . . . . . . . . . . . . . . 229Identifying a physical address on AIX . . . . . . . . . . . . . . . . . . . . . . 229

Requesting a license file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Updating a license file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231

Requesting a replacement license file . . . . . . . . . . . . . . . . . . . . . . . . 232

Troubleshooting IC License Server using extra TotalAgents license when agent is configuredfor all media channels in multi-domain, multi-License Server environment . . . 233

Chapter 9: Supported operating systems . . . . . . . . . . . . . . . . . . . . . . . . 235

Regional settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235

Microsoft Windows 2008 Server R2 . . . . . . . . . . . . . . . . . . . . . . . . . 235

Prerequisites for Windows 2008 Server R2 . . . . . . . . . . . . . . . . . . . 236

Microsoft Windows based desktop operating system . . . . . . . . . . . . . . . 237

Setting up Windows 7 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237

Setting up Windows Vista . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238

Setting up Windows XP Professional . . . . . . . . . . . . . . . . . . . . . . 238

Setting up Microsoft Internet Explorer . . . . . . . . . . . . . . . . . . . . . . 239

Security for Unix platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242

Oracle Solaris . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242

Browser requirements for Oracle Solaris . . . . . . . . . . . . . . . . . . . . 242

Disk space requirements for Oracle Solaris . . . . . . . . . . . . . . . . . . . 242

Configuration requirements for Oracle Solaris . . . . . . . . . . . . . . . . . 243

User accounts for Oracle Solaris . . . . . . . . . . . . . . . . . . . . . . . . . 245

IBM AIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

Browser requirements for AIX . . . . . . . . . . . . . . . . . . . . . . . . . . 246

Disk space requirements for AIX . . . . . . . . . . . . . . . . . . . . . . . . . 246

Installing required locales. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

Configuration requirements for AIX . . . . . . . . . . . . . . . . . . . . . . . 247

User accounts for AIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248

Citrix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249

Deployment of Interaction Center components in a Citrix environment. . . . 250

Location of Interaction Center components . . . . . . . . . . . . . . . . . . . 250

Multiple configurations of agent desktop applications . . . . . . . . . . . . . 251

Interaction Center components supported in Citrix. . . . . . . . . . . . . . . 251


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Interaction Center support for publishing applications in Citrix . . . . . . . . 251

Limitations on support for Citrix . . . . . . . . . . . . . . . . . . . . . . . . . 251

Licensing for Interaction Center in Citrix . . . . . . . . . . . . . . . . . . . . 252

Citrix Web interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

Citrix client interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253

Limitations of integration with Citrix . . . . . . . . . . . . . . . . . . . . . . . 254

Chapter 10: Network configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . 257

Enabling TCP/IP networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257

Verifying DNS resolution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257

Verifying DNS resolution in Windows . . . . . . . . . . . . . . . . . . . . . . 258

Verifying DNS resolution on Oracle Solaris and AIX . . . . . . . . . . . . . . 259

Troubleshooting an unresolved DNS entry . . . . . . . . . . . . . . . . . . . 260

Chapter 11: Supported database management systems . . . . . . . . . . . . . . . . 261

About Interaction Center databases . . . . . . . . . . . . . . . . . . . . . . . . . 262

Mixed operating system combinations. . . . . . . . . . . . . . . . . . . . . . . . 262

Exceptions to supported database management systems . . . . . . . . . . . . . 262

Requirements for database login . . . . . . . . . . . . . . . . . . . . . . . . . . . 263

Installing database servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263

Installing database client software . . . . . . . . . . . . . . . . . . . . . . . . . . 264

Location for database clients . . . . . . . . . . . . . . . . . . . . . . . . . . . 265

Requirements for database clients . . . . . . . . . . . . . . . . . . . . . . . . 265

Configuring binary sort order for Web Management . . . . . . . . . . . . . . . . 266

Microsoft SQL Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266

Installing SQL Server 2008 R2 . . . . . . . . . . . . . . . . . . . . . . . . . . 267Installing the SQL Server 2008 R2 client . . . . . . . . . . . . . . . . . . . . . 268

Recommended configuration for SQL Server . . . . . . . . . . . . . . . . . . 268

Oracle. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269

Required version mode for Oracle Client . . . . . . . . . . . . . . . . . . . . 269

Required patches for an Oracle database . . . . . . . . . . . . . . . . . . . . 270

Installing Oracle Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270

Installing Oracle Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274

Setting Oracle client and server configuration parameters. . . . . . . . . . . 274

IBM DB2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275

Supported versions of DB2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275

Required version mode for IBM DB2 Client . . . . . . . . . . . . . . . . . . . 275

Location of IBM DB2 Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . 276

Configuring IBM DB2 server for Interaction Center . . . . . . . . . . . . . . . 276

Installing IBM DB2 Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277


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Configuring IBM DB2 client for Interaction Center . . . . . . . . . . . . . . . 277

Troubleshooting DB2 SQL1131N DARI error for IBM DB 9.5 on AIX 6.1 . . . . 278

Chapter 12: Supported Telephony switches and software . . . . . . . . . . . . . . . 279

Exceptions for Telephony software and switches. . . . . . . . . . . . . . . . . . 279

Avaya Communication Manager products . . . . . . . . . . . . . . . . . . . . . . 279Supported components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280

Requirements for Avaya Communication Manager products . . . . . . . . . 280

Downloading the Avaya Aura Application Enablement Services - CVLAN client281

Aspect CallCenter switches. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281

Supported components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282

Requirements for Aspect CallCenter switches . . . . . . . . . . . . . . . . . 282

Cisco IP contact center switches . . . . . . . . . . . . . . . . . . . . . . . . . . . 283

Cisco IPCC Architecture components . . . . . . . . . . . . . . . . . . . . . . 283

Supported components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285

Requirements for Cisco IP Call Center switches . . . . . . . . . . . . . . . . 285SIP TS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286

Supported platforms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286

Supported Telephony switches. . . . . . . . . . . . . . . . . . . . . . . . . . 286

Supported SIP phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287

Supported SBC for SIPTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287

Supported SES for SIPTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287

Required software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288

Interoperability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288

Interactive Voice Response integration with IC . . . . . . . . . . . . . . . . . . . 289

Chapter 13: Supported Web servers . . . . . . . . . . . . . . . . . . . . . . . . . . . 291

Components that require a Web server . . . . . . . . . . . . . . . . . . . . . . . 291

Microsoft Internet Information Server . . . . . . . . . . . . . . . . . . . . . . . . 291

Security patches and hot fixes for Microsoft IIS. . . . . . . . . . . . . . . . . 292

Configuring MIME types for Microsoft IIS 7.5 . . . . . . . . . . . . . . . . . . 292

IIS 7.5 Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292

Oracle iPlanet Web Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293

Supported versions of Oracle iPlanet Web server 7.0.13 . . . . . . . . . . . . 293

Oracle iPlanet 7 Web Server configuration parameters. . . . . . . . . . . . . 293

IBM HTTP Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294Supported version of IBM HTTP server . . . . . . . . . . . . . . . . . . . . . 295

Restriction on the deployment of IBM HTTP Server. . . . . . . . . . . . . . . 295

IBM HTTP Server configuration parameters . . . . . . . . . . . . . . . . . . . 295

Configuring Tomcat for Interaction Center Client SDK server and Web Services server


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(Optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296

Installation location for Tomcat. . . . . . . . . . . . . . . . . . . . . . . . . . 296

Default web application contexts . . . . . . . . . . . . . . . . . . . . . . . . . 296

Setting up load balancing or failover. . . . . . . . . . . . . . . . . . . . . . . 297

Using Jakarta Tomcat Connector to configure a stand-alone HTTP server with Tomcat297

Chapter 14: Supported email servers . . . . . . . . . . . . . . . . . . . . . . . . . . 299

Configuring SMTP and POP3 / IMAP4 servers. . . . . . . . . . . . . . . . . . . . 300

Configuring security certificates for TLS . . . . . . . . . . . . . . . . . . . . . . 302

Chapter 15: Business Advocate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303

Exceptions to platform support for Business Advocate . . . . . . . . . . . . . . 303

Configuring Windows for Business Advocate. . . . . . . . . . . . . . . . . . . . 304

Business Advocate implementation modes . . . . . . . . . . . . . . . . . . . 304

Implementing Business Advocate in Workgroup mode . . . . . . . . . . . . 304

Implementing Business Advocate in Active Directory mode . . . . . . . . . . 305

Installing the Managing Message Queuing (MSMQ) service for Windows Server 2008 R2306

Configuring Windows for Thai (optional) . . . . . . . . . . . . . . . . . . . . 306

Creating a user to configure the BA tool. . . . . . . . . . . . . . . . . . . . . 307

Configuring SQL Server for Business Advocate . . . . . . . . . . . . . . . . . . 308

Creating a database for Business Advocate. . . . . . . . . . . . . . . . . . . 308

Configuring the SQL Server client . . . . . . . . . . . . . . . . . . . . . . . . 308

Configuring a user to run Business Advocate services . . . . . . . . . . . . 309

Configuring SQL Server for Thai (optional) . . . . . . . . . . . . . . . . . . . 310

Configuring Oracle for Business Advocate . . . . . . . . . . . . . . . . . . . . . 310

Location of Oracle components for Business Advocate . . . . . . . . . . . . 311

Creating tablespaces for the Business Advocate database . . . . . . . . . . 311

Creating Oracle users for Business Advocate. . . . . . . . . . . . . . . . . . 312

Installing the Oracle Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314

Completing the Net8 configuration. . . . . . . . . . . . . . . . . . . . . . . . 315

Chapter 16: Supported third party applications . . . . . . . . . . . . . . . . . . . . . 317

Adobe Acrobat Reader . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317

Compilers for Interaction Center Server SDK . . . . . . . . . . . . . . . . . . . . 318

Compilers for Interaction Center SDK Sample Clients . . . . . . . . . . . . . . . 319

Chapter 17: Server virtualization support . . . . . . . . . . . . . . . . . . . . . . . . 321

VMWare support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 322

VMware vSphere Host considerations . . . . . . . . . . . . . . . . . . . . . . 323

VMware Interaction Center Guest Operating Systems . . . . . . . . . . . . . 324


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Overview of commissioning Interaction Center with VMware . . . . . . . . . 325

Performance monitoring and management . . . . . . . . . . . . . . . . . . . 326

VMware Snapshot considerations . . . . . . . . . . . . . . . . . . . . . . . . 327

Time synchronization considerations . . . . . . . . . . . . . . . . . . . . . . 328

Troubleshooting VMware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328

Appendix A: Switch administration . . . . . . . . . . . . . . . . . . . . . . . . . . . 331

Avaya Communication Manager administration. . . . . . . . . . . . . . . . . . . 331

Configuration for IC 7.3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332

Best Services Routing (BSR) option . . . . . . . . . . . . . . . . . . . . . . . 332

Timed ACW. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332

Call vectoring adjunct routing request . . . . . . . . . . . . . . . . . . . . . . 333

Configuring AES server software. . . . . . . . . . . . . . . . . . . . . . . . . 340

Configuring redundant CTI links . . . . . . . . . . . . . . . . . . . . . . . . . 340

Configuring the switch in an ACD environment . . . . . . . . . . . . . . . . . 342

Service Observing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342

Call Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343

Universal Call ID (UCID) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345

Aspect CallCenter administration . . . . . . . . . . . . . . . . . . . . . . . . . . 346

Aspect server topology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346

Configure Aspect CallCenter for the TS . . . . . . . . . . . . . . . . . . . . . 347

Configure the Aspect CMI server . . . . . . . . . . . . . . . . . . . . . . . . . 350

Call control tables configuration . . . . . . . . . . . . . . . . . . . . . . . . . 351

TS mechanisms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357

Agent configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358

Configure Aspect CallCenter for the TSQS . . . . . . . . . . . . . . . . . . . 362

Aspect Reserved Subtypes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364

destbusy Destination Busy . . . . . . . . . . . . . . . . . . . . . . . . . . 366

gvxxxxxxxxxx Get One VDU Value . . . . . . . . . . . . . . . . . . . . . . 366

newtrans New Transaction . . . . . . . . . . . . . . . . . . . . . . . . . . 367

preptrans Prep Transaction . . . . . . . . . . . . . . . . . . . . . . . . . . 368

svxxxxxxxxxx Set One VDU Value . . . . . . . . . . . . . . . . . . . . . . 368

timeout Timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369

Cisco IP Call Center administration . . . . . . . . . . . . . . . . . . . . . . . . . 370

Configure the Cisco Components . . . . . . . . . . . . . . . . . . . . . . . . 370

Configure Application gateway in ICM Configuration Manager . . . . . . . . 370

Configure Cisco Unified Contact Center for the TSQS . . . . . . . . . . . . . 375

Appendix B: AES administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377

Avaya Aura Application Enablement Services administration . . . . . . . . . . 378

AES Configuration for IC 7.3 . . . . . . . . . . . . . . . . . . . . . . . . . . . 378


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Avaya Aura Application Enablement Services - CVLAN client Client installation 380

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381


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Preface

This section contains the following topics:l Purpose on page 15

l Audience on page 16

l Related documents on page 16

l Availability on page 16

Purpose

The purpose of this guide is to provide detailed information about the planning and third partysoftware required to deploy an Avaya Interaction Center, Release 7.3 system.

Deployment of an Interaction Center system is a complex task that requires careful planning.Before you can install and configure your Interaction Center system, review the information inthis manual to ensure that your system includes all necessary prerequisites.

This manual includes the following information to help you plan, install and configure anInteraction Center system:

l Deployment planning information, including sample deployment scenarios

l Minimum system requirements to install and run Interaction Center on the supported

Windows operating systems

l Minimum system requirements to install and run Interaction Center servers on thesupported Oracle Solaris operating systems

l Minimum system requirements to install and run Interaction Center servers on thesupported AIX operating systems

l Network configuration requirements for Interaction Center

l Supported hardware and software platforms for required third party applications

l Information on how to install and configure third party applications required by InteractionCenter

Note:Note: This is a Beta release document. The content is under review and might change.


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Preface


Audience

This guide is intended primarily for those who use Avaya Interaction Center (Interaction Center).You should use this guide as an information source for:

l Planning the deployment of an Interaction Center system.

l Installing and configuring required third party applications for an Interaction Center system.

Related documents

The following documents in the Interaction Center Release 7.3 documentation set are related tothe deployment and installation of an Interaction Center system:

l IC Installation and Configuration

l IC Readme

l OA Planning and Prerequisites

l OA Installation and Configuration

Availability

You can download the PDF file of this document from the Avaya support Web site, http://www.avaya.com/support.
http://www.avaya.com/supporthttp://www.avaya.com/supporthttp://www.avaya.com/supporthttp://www.avaya.com/support


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Chapter 1: Introduction

Avaya Interaction Center (Interaction Center) is a multimedia contact center solution thatprovides a blended channel management solution for voice, web, and email contacts.

Interaction Center combines server and client applications to allow enterprises to manageinformation. Interaction Center provides a single view of the customer, a single set of businessrules and workflows, and a single agent interface across all media.

Interaction Center can:

l Manage high volumes of customer contacts

l Support a broad range of communication channels

l Deliver consistent and integrated customer service

l

Capture, manage, and derive business value from all relevant customer informationThis section provides an overview of Interaction Center. This section includes the followingtopics:

l Internationalization and localization support on page 17

l Interaction Center Readme on page 19

l Interaction Center documentation on page 19

l Interaction Center components on page 20

l Unsupported features on page 28

l Avaya Operational Analyst on page 28

l Security for Interaction Center accounts on page 29

l Interaction Center implementation roles on page 29

Internationalization and localization support

This section describes the languages for which Interaction Center provides internationalizationand localization support and any limitations on that support. This section includes the following

topics:l Supported languages on page 18.

l Limitations on support for Traditional Chinese on page 18.

l Limitations on support for Thai on page 19.


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l Limitations on localization and internationalization support with Citrix on page 19.

Supported languages

Internationalization and localization support includes localized interfaces and localized onlinehelp systems for agent desktop applications. Interaction Center will support the followinglanguages with the localization release of Interaction Center:

l English

l German

l French

l Italian

l Spanish

l Portuguese

l Japanese

l Korean

l Simplified Chinese

l Thai

l Traditional Chinese

l Russian

Limitations on support for Traditional ChineseInteraction Center supports Traditional Chinese only on Windows Server 2008 R2 with asupported Oracle database.

Interaction Center does not include support for Traditional Chinese internationalization andlocalization in the following components:

l Avaya Content Analyzer

l Business Advocate

l Interaction Center for Siebel 8 Integration

l IC Script Debugger

l Spell Checker


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Interaction Center Readme


Limitations on support for Thai

Interaction Center supports Thai on Windows and Oracle Solaris operating systems only.Interaction Center does not support Thai on AIX.

Interaction Center does not include support for Thai internationalization and localization in thefollowing components:

l Document searches in Web Self-Service

l Spell checking

l Content Analyzer

l Thai B. E. (Buddhist Era) date format

l Thai word wrap in the Web site

Limitations on localization and internationalization support withCitrix

Citrix is responsible for all localization and internationalization support within the CitrixMetaFrame environment.

Interaction Center Readme

You must carefully read theAvaya Interaction Center7.3 Readme file before you plan yourInteraction Center deployment, or install and configure your Interaction Center system. You canprint the Readme file or view it online.

The Readme file is available on the Avaya Support Web site at http://support.avaya.com.

Interaction Center documentation

The Interaction Center Release 7.3 documentation is available on the Avaya Support Web siteat http://www.avaya.com/support.
http://support.avaya.com/http://www.avaya.com/supporthttp://www.avaya.com/supporthttp://support.avaya.com/


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Interaction Center components

You can deploy Interaction Center in a variety of configurations. A typical configuration includesseveral Interaction Center components.

This section includes the following topics:

l Interaction Center core servers on page 20.

l Interaction Center Design & Administration Tools on page 21.

l Agent interfaces on page 22.

l Avaya Computer Telephony for IC on page 23.

l Web Management on page 23.

l Avaya Email Management on page 24.

l Avaya Business Advocate for Interaction Centeron page 24.

l Avaya Content Analyzeron page 25.

l Interaction Center Client Software Development Kit on page 25.

l Interaction Center for Siebel on page 27.

Interaction Center core servers

The Interaction Center core servers are the core of the Interaction Center architecture. Theseservers manage communication between internal and external components, and control therouting of contacts.

The Interaction Center core servers manage communication between the followingcomponents:

l Telephony equipment, such as ACDs, PBXs, and IVRs

l Internet applications, such as Web, Email, and VOIP applications

l Databases

l Interaction Center administrative tools

l Interaction Center client applications


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Interaction Center Design & Administration Tools

The Interaction Center Design & Administration tools include:

l IC Manageron page 21

l Avaya Workflow Designeron page 21

l Avaya Database Designeron page 22

IC Manager

IC Manager is an administrative application that monitors, manages, and configures InteractionCenter. With IC Manager, contact center supervisors and system administrators can:

l Add, delete, and modify information for agents, servers, and devices

l Start, stop, and configure Interaction Center servers

l Monitor server, agent, and device activities

Avaya Workflow Designer

Avaya Workflow Designer is a customization tool for workflows. Workflow Designer includessample workflows and pre-defined blocks. You can use Workflow Designer to design, create,and compile:

l Routing workflows that control the routing of contacts through all media channels, andmanage the related data during the initial stages of a contact

l Blending workflows that implement business rules to define how agents handle contacts

across multiple medial Email analysis workflows that analyze and process inbound and outbound email contacts

l Agent scripts that can be stored and run in the application

l Business Advocate workflows that qualify contacts for Business Advocate routing

You can also use Workflow Designer to create and compile custom flows to meet the specificneeds of your enterprise and your contact center.


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Avaya Database Designer

Avaya Database Designer is a customization tool that lets you customize Avaya applicationsand configure Interaction Center databases. With Database Designer, you can:

l Set database connections

l Configure databases and database connections for Interaction Center and BusinessAdvocate

l Create data sources for servers to access the database

l Upload the application interface, help files, data model, and IC Scripts to the databasewhen you implement Avaya Agent or Avaya Agent Web Client.

Agent interfaces

This section includes the following topics that describe the primary agent interfaces:

l Avaya Agent on page 22

l Avaya Agent Web Client on page 22

Avaya Agent

Avaya Agent is an agent desktop application that integrates multiple media channels and agentapplications. With Avaya Agent, an agent can:

l Handle inbound contacts from customers and others in multiple media, such as voice,email, and chat

l Handle outbound voice contacts to customers and othersl Access and review information about a customer from the Interaction Center database

Avaya Agent Web Client

Avaya Agent Web Client provides a browser based application interface for the agents in yourcontact center. Agents do not need to have the Avaya Agent Web Client software installed ontheir desktops.

The Avaya Agent Web Client interface provides functionality that is similar to the Avaya Agentinterface. Agents access the interface by connecting to the Avaya Agent Web Client serverthrough a Web browser.


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Avaya Agent Web Client supports agent tasks and supervisor tasks. A supervisor can monitorchat sessions in Avaya Agent Web Client. You cannot log in to both Avaya Agent Web Clientand Avaya Agent applications simultaneously from the same computer.

Avaya Computer Telephony for ICAvaya Computer Telephony for IC (Telephony) is a computer telephony integration solution thatseamlessly links computers, telephones, voice, and data to provide intelligent call qualificationand routing in conjunction with voice and data collection. This solution has an open, scalablearchitecture that integrates with the most popular PBXs, ACDs, and IVRs to maximize acompanys investment in its telephony infrastructure.

Web Management

Avaya Web Management (Web Management) is a Web-based marketing, sales, and serviceapplication that personalizes and manages Web transactions across the enterprise. WebManagement includes integrated functionality for:

l Web self-service

l Live customer interaction through chat contacts

l Email functionality in your customer Web site

Web Management provides access to these features through multiple Web channels, includingWeb chat, Web-driven customer callback, and real-time, browser-based collaboration andnavigation. By providing customers with direct Web-based service, Web Management can:

l

Increase buy-to-browse ratios.l Let your customers handle multiple tasks during a single Web visit.

l Reduce the costs associated with telephone-based service, because customers can getmore done on the Web.

Web Self-Service is a component of Web Management that includes a Frequently AskedQuestions (FAQ) database. Agents and customers can search this database using the HTMLinterface for Web Self-Service.


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Avaya Email Management

Avaya Email Management (Email Management) is an application that helps contact centerseffectively manage the increasing volume of customer email with intelligent email routing andautomated response capabilities.

Email Management uses rules-based email management technology to analyze incomingmessages and compose personalized answers that can be automatically sent to a customer orqueued for review by an agent. Email Management uses data from the IC database and fromexternal sources to help develop highly personalized responses.

The Web Self-Service FAQ database can also store suggested responses for agents handlingemail contacts. The Interaction Center email analysis workflow can be configured toautomatically search the Web Self-Service FAQ database for suggested responses usingspecific keywords found in the customer email or using the email topic as determined by AvayaContent Analyzer. Avaya Content Analyzer is an optional component. These suggestedresponses will be delivered to agents with the customer emails to enhance email processing

efficiency.

Avaya Business Advocate for Interaction Center

Avaya Business Advocate is part of the standard Interaction Center offer. An enterprise canbenefit from the predicted soft ACD technologies without the need for additional licenserequirements.

Business Advocate is an application that manages email, web chat, and voice contacts.Business Advocate understands the needs of each service that you offer to your customers.With that understanding, Business Advocate allocates agent resources to those services tomeet the service levels set by you and expected by your customers.

The patented predictive technology in Business Advocate:

l Optimizes resource allocation and contact routing decisions.

l Implements Universal Queue for routing

l Uses a location enhanced set of distributed routing algorithms.

l Provides optimized, configuration-less routing across different sites for all media.

Business Advocate provides fully integrated multimedia, multi-site management of all yourcontacts.

With Business Advocate, you can dynamically increase and decrease your agent resource pool.Business Advocate monitors contacts, service classes, and agents in real time. Business

Advocate uses the information from the real-time monitoring to apply your agent resourceswhere they are most needed.


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Avaya Content Analyzer

Avaya Content Analyzer (Content Analyzer) is an optional Interaction Center component thatperforms content analysis on incoming and outgoing email. Content Analyzer applies complex,natural language algorithms to the content of email contacts, and derives a statistically-basedmatch between the intention of that text and a list of pre-applied topics.

With Content Analyzer, you can automatically:

l Identify the language that a customer uses in an email contact

l Route email contacts to agents, according to topic and agent skills

l Screen out email to which the contact center does not want to respond

l Suggest responses for agents to use when an agent responds to an email contact

l Respond to email contacts automatically without agent intervention

Content Analyzer can analyze and classify text only in the following languages:

l English

l Chinese

l French

l German

l Italian

l Japanese

l Korean

l Portuguese

l Spanish

Content Analyzer can identify additional languages in the text of an email contact, although itcannot analyze those languages. For more information, see IC Administration Guide: Servers &Domains.

Interaction Center Client Software Development Kit

The Avaya Interaction Center Client Software Development Kit (Client SDK) is a client-sidetoolkit that you can use to:

l Develop a custom agent desktop application with access to Interaction Center corefunctionality.

l Allow existing custom agent desktop applications to access the Interaction Center corefunctionality.


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l Allow a third-party agent framework or application to work with Interaction Center.

l Integrate a custom application or custom code on clients or on servers.

A custom agent desktop application developed with the Client SDK can:

l Save valuable screen space. The agent desktop does not need to display an InteractionCenter agent application.

l Minimize functionality to only those features required for a specific implementation. Thecustom application does not have to include features that are not required for an agent inthe contact center.

The Client SDK includes the following features:

Client API: This client-side API includes an application-level protocol that hides communicationand session management and provides interfaces that are meaningful to custom applications.

Avaya designed the Client API to support future Interaction Center enhancements.

Supported technologies: The Client SDK:

l

Includes .NET and Java libraries for custom application development.l Works with NAT, firewalls, and proxy servers.

Security: The Client SDK supports the following security:

l Secure Socket Layer (SSL) for synchronous communication

l Advanced Encryption Standard (AES) for asynchronous communication

Supported integrations: The Client SDK supports server-side and client-side integrations withan Interaction Center core system.

Supported scalability: The Client SDK provides the following support for scalability:

l Up to 500 agents per Client SDK server

l Clustered deployment option for multiple Client SDK servers

Support for internationalization: The Client SDK provides internationalization support forcustom applications in languages other than US English. For more information, see IC ClientSDK Programmer Guide.


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Interaction Center for Siebel

Avaya IC for Siebel includes the following types of integrations.

The Interaction Center for Siebel integration combines Interaction Center with the Siebel 8application. Interaction Center for Siebel provides the customer management features of thesupported versions of Siebel with the contact management and routing features of InteractionCenter.

With this integration, the agents in your contact center can provide a unique and customizedinteraction with each customer. Each agent will:

l Receive work items that are appropriate for the set of skills of that agent

l Perform contact work in multiple media channels

l

Access any historical data about work previously performed for a specific customerIn Interaction Center for Siebel, all agent interactions occur through the Siebel CommunicationsToolbar.

For detailed information about the planning and prerequisites that are required for InteractionCenter for Siebel, seeAvaya IC for Siebel 8 Integration

Integration type Definition

Native Thin-client Siebel provides the entire desktop user interface for anInteraction Center for Siebel integration. Avaya IC provides voice andemail work item routing and data collection reporting that occurs inthe background.

Hybrid In an Interaction Center for Siebel integration, the desktop user interface consists of a Siebel call center internet browser window andan Avaya Agent task bar window. The integration of Avaya IC withSiebel allows you to use the customer management features in theSiebel software and the features in Avaya IC that automate theprocessing of customer contacts. All channels, including voice, email,and chat are supported in this type of integration.


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Unsupported features

Interaction Center will not support the following features starting with Interaction Center 7.3:

Customer Chat Applet: Interaction Center Release 7.3 will support only the Customer HTMLChat Client. Interaction Center Release 7.3 will not support the Customer Chat Applet. You candeploy the Customer HTML Chat Client docked within a web page or as a standalone(undocked) client. You can also customize the appearance and behavior of the Customer HTMLChat Client. For more information about the Customer HTML Chat Client, see IC Administrationguide.

List Management:

Interaction Center 7.3 does not support List management application. It has been removed fromthe Rich Client.Same Time Feature

"Same Time" feature from Webagent is no longer supported.

Avaya Operational Analyst

Avaya Operational Analyst (OA) is a required component of Interaction Center. OA performsoperational reporting for a multimedia contact center, smoothly growing from single channelanalysis, to full interaction, multi-channel analysis with a common data model and userinterfaces across these systems.

IC 7.3 integrates and works with OA 7.3.

OA provides reporting tools that show you summary and detail information about the contactactivity at your contact center.

With OA, you can:

l Create and maintain customized reports that enable managers to monitor contact center,marketing, and service activities

l Build PowerPlay data cubes, then view the summary information in the cube and drillthrough to more detailed information in the CCQ database, and IC Repository database

l Use business reporting features to distinguish and detail contacts leading to sales,fulfillment requests, or customer service requests

For more information about OA and its prerequisites, see OA Installation Planning andPrerequisites.


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Security for Interaction Center accounts


Security for Interaction Center accounts

Interaction Center has security for agent and administrator accounts and passwords. Thesecurity includes configurable parameters for Interaction Center accounts, such as:

l Maximum log-in attempts before account is disabled

l Rules for password change intervals

l Rules for password validity, such as minimum and maximum number of alphabetic andnumeric characters

l Records of the creation and changes to all login accounts

These security features help defend the Interaction Center system against unauthorized usersand malicious use.

Note:Note: Use Interaction Center security features in conjunction with the other contact

center security measures.

For more information about how to configure these parameters, see IC Administration guide.

Interaction Center implementation roles

Implementation of an Interaction Center system requires knowledgeable resources. Thenumber of resources you need will depend on your environment, and the complexity of theinstallation.

An implementation team can include representatives from Avaya, an Avaya Business Partner,and the customer. Members of an implementation team can perform more than one role.

The complexity of your Interaction Center installation depends on many factors, such as:

l How many media channels are in your Interaction Center system

l Which third party systems you need to integrate with your Interaction Center system

l What business processes you want to implement in your Interaction Center system


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The following table lists the different roles that Interaction Center projects may require. Thistable does not include the roles that OA may require. For information about the requirements ofOA, see OA Installation Planning and Prerequisites.

Role Responsibility

Project manager Coordinates developer tasks, manages the project plan, andprovides status to management and project sponsors.

Architect Designs the physical and logical system architecture. Providesdesigns for complex integrations and logic. Assists otherdevelopers with designs and issues. Designs the physical andlogical server architecture.

Network administrator Establishes user network accounts. Monitors the network usingnetwork operating system tools or network hardware tools toensure adequate performance and to diagnose network relatedissues.

Software developer Uses the optional Client SDK to create an agent applicationthat leverages the Interaction Center framework. Must beproficient with either Java or .NET development environment.

Application and workflowdesigner

Determines requirements for application and workflowcustomizations. Works with the Project Manager to determineestimates for requirement implementation.

Database administrator Works with the database operating system tools. Installs thedatabase server and required client components. Establishesrequired database accounts. Tunes the database for optimalperformance. Ensures security and database integrity. Ensuresstandards for data normalization and data attributes. Candiagnose database connectivity and performance issues.

Data modeler Uses Database Designer to modify database tables and datadefinitions to meet customer requirements. Assists interfacedesigners by adding table fields, table sets, browsers, and tablerelations to enable customer required functionality.

Interface designer For Avaya Agent, use XML to modify the layout of the interface.

For Avaya Agent Web Client, use XML, JSP, and JavaScript tomodify the layout of the interface.

Business logic developer Uses scripting language to ensure that business logic and ICScripts perform to requirements. Business logic includeschecking and verifying program flow, logic, and data entered byusers.

Media routing workflowdeveloper

Uses Workflow Designer to modify or create routing workflowsfor media contacts, including voice contacts, email contacts,and chat contacts. Tests flows with the Workflow servers tomake sure they perform correctly and meet performanceneeds.


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Interaction Center implementation roles


Prompter workflowdeveloper

Uses Workflow Designer to modify or create prompting flows asrequired by the needs of your contact center. Prompter flowscan assist agents with typical tasks and provide the scripts foragents to following during contacts with customers.

Integration test analyst Designs and runs tests that exercise the developed system.Verifies that the configuration and customization do not causethe Interaction Center system to fail. Can use tools such asWinRunner to automate testing processes.

System test analyst Designs and runs tests that exercise the developed system inaccordance with the business processes of your contact center.Can use tools such as WinRunner to automate testingprocesses.

Server and Workstationsoftware specialist

Installs software on servers and client computers. Configuresthe software to operate to the specifications for failover andredundancy. Creates installation procedures or workstation

images to enable rapid deployment of agent workstations.Project librarian Establishes source code management system and implements

rules for developers to check out and check in their sourcecode. Merges changes from multiple developers, if required.Creates software builds for integration tests, system tests, andproduction environments.

Data migration specialist Analyzes existing data in legacy systems and createsprograms or manual procedures to populate data fields in thenew system.

Telephony specialist Uses Telephony tools to establish agent accounts. Creates ormodifies telephony vectors or similar components to enable

communication with the Interaction Center Telephony server.Configures the Interaction Center Telephony server for optimalperformance.

Email specialist Uses email server tools to establish mail boxes and accountsrequired for the Interaction Center system. Configures anduses existing email tools to optimize flow of email data.Configures or creates Content Analyzer rules for auto responseand auto reply functionality.

Web specialist Customizes customer-facing Web pages to insert links for Avaya Web Management. Enables, configures, andcustomizes Web options and Web pages to meet therequirements of your contact center.

Reporting specialist Uses OA to create or customize reports to meet the needs ofyour contact center.

Business Advocatespecialist

Understands, implements, and tunes routing and configurationin Business Advocate for maximum performance.

Role Responsibility


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Chapter 2: Required software components

Before you plan or install an Interaction Center (IC) system, you need to know the following:l Which servers are required by the components in the Interaction Center system?

l Which third party software is required for the components in the Interaction Centersystem?

This section includes the following topics to help you answer these questions for the differentcomponents of Interaction Center:

l About the supported versions on page 34

l Exceptions to supported operating systems on page 34

l Required software for Interaction Center servers on page 35

l Required software for Interaction Center databases on page 36

l Required software for Telephony on page 38

l Required software for Web Management on page 41

l Required software for Email Management and Content Analyzeron page 44

l Required software for Business Advocate on page 46

l Required software for the Interaction Center Client SDK on page 50

l Required software for Interaction Center for Siebel on page 50

l Required software for Design & Administration Tools on page 51

l Required software for agent applications on page 51

l Required software for customers of Web Management on page 55

l Upgrading Daylight Saving Time (DST) patches on page 56

Tip:

Tip: This section provides the summary of the prerequisites for the Interaction Centercomponents. Further details about service packs, fix packs, maintenance levels,and patches are available in the appropriate chapters of this document.

These topics does not include information about required software for OA. For more informationabout OA and its prerequisites, see Operational Analyst Planning and Prerequisites.


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About the supported versions

Avaya supports use of the software versions documented in this manual with the Release 7.3 ofOperational Analyst and Avaya Interaction Center. These software versions are the minimum

versions required by Avaya.

Release 7.3 does not support operating systems, databases, Web servers, switches, or othersoftware platforms that are not documented in this manual.

Avaya will support subsequent updates and service packs that are released to providecorrections to a bug, defect, or problem for the software versions documented in this manual, solong as those updates and service packs:

l Are guaranteed by the manufacturer to be backwards compatible with the supportedversion.

l Do not include changes to core functionality or new features.

You must test all updates and service packs subsequent to the supported versions in adevelopment environment before applying them to a production environment.

Exceptions to supported operating systems

The following table describes the exceptions to operating system support for Interaction Center.For information about limitations to support for Citrix, see Limitations on support for Citrix onpage 251.

Interaction Centercomponent

Exception to supported operating systems

Business Advocate No AIX or Oracle Solaris support for Resource Manager servers.Business Advocate does not function with the ResourceManager servers on AIX or Oracle Solaris.

Host the Resource Manager servers on Windows computers.For more information, see Exceptions to platform support forBusiness Advocate on page 303.


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Required software for Interaction Center servers


Required software for Interaction Center servers

The Interaction Center servers manage communication between internal and externalcomponents, and control the routing of contacts. Some servers are required by all Interaction

Center systems. However, some servers, such as the DUStore server, are not required in allInteraction Center systems.

The following table shows the software that you must install on computers that host one or moreInteraction Center servers or on a computer that communicates with a server. For more detailsabout the definition of supported versions and about subsequent updates or service packs ofthe software, seeAbout the supported versions on page 34.

Requiredsoftware

Location Supported versions1

1. Avaya IC 7.3 supports VMWare ESX Server 4.1 and VMWare ESXi 5.0 Server. For information about IBM

LPAR support, see IBM Logical Partition (LPAR) technology on page 222.

Windows Oracle Solaris AIX

Operatingsystems

All coreservers

WindowsServer 2008R2

Oracle Solaris 10update 9

AIX 6.1 update 3

Web server

Note: You canco-locate withthe WebLMapplication.

Computer thatcommunicateswith WebLMapplication

Microsoft IIS7.5

Oracle iPlanetWeb Server 7.0.13

IBM HTTP Server7.0

Timesynchronization utility

All coreservers

Third partyNTPapplication

NTP application NTP application

PDF readerfordocumentation

All coreservers

AdobeAcrobatReader

Adobe AcrobatReader

Adobe AcrobatReader

Email servers Computer thatcommunicateswithNotificationserver

SMTP andPOP3 / IMAP4compliantemail servers

SMTP and POP3 /IMAP4 compliantemail servers

SMTP and POP3 /IMAP4 compliantemail servers

Web browser Computer thathosts WebLM

InternetExplorer 8.0

InternetExplorer 7.0

Through Admincomputer: InternetExplorer 7.0

Through Admincomputer: InternetExplorer 7.0


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Required software for Interaction Center databases

Interaction Center servers and client applications require access to the Interaction Centerdatabases. These databases store system level data, including information about customers

and agents, and application level data, including information about contacts with customers.

OA reports on information that Interaction Center stores in its databases.

This sectionlists the prerequisite software required to support the Interaction Center databases.This section includes the following topics:

l Required Interaction Center databases on page 36.

l Optional Interaction Center databases on page 37.

l Prerequisites for the databases on page 37.

Required Interaction Center databases

The following Interaction Center databases are required for all Interaction Center systems. Fora brief description of these databases, see Interaction Center databases on page 68.

l Repository

l CCQ


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Required software for Interaction Center databases


Optional Interaction Center databases

The following table shows the Interaction Center databases that are only required for InteractionCenter systems that include specific components. For a brief description of these databases,see Interaction Center databases on page 68.

Prerequisites for the databases

All Interaction Center systems require a relational database management system (RBDMS).Interaction Center provides support for each RDBMS only on certain supported operatingsystems.

For more details about the definition of supported versions and about subsequent updates orservice packs of the software, seeAbout the supported versions on page 34.

Note:Note: Interaction Center provides limited support for databases that run on a different

operating system than the Interaction Center servers. For more information, seeSupported database management systems on page 261.For information about exceptions to this RDBMS support for certain optionaldatabases, such as Business Advocate databases, see Exceptions to supporteddatabase management systems on page 262.

Component Databases

Business Advocate l Business Advocate System Store

l Business Advocate Resource Store

Interaction Center for Siebel l Siebel 8.0.0.5, 8.1.1.0, 8.1.1.1, 8.1.1.2, 8.1.1.3, 8.1.1.4,8.1.1.5, 8.1.1.6

l On AIX 6.1, IC 7.3 Siebel integration is only supportedwith Siebel 8.1.1.3 and later.

l Incase, Siebel is installed on Windows 2003 Server, the

Siebel side IC integration components will need to beinstalled on Windows 2003. In no other circumstances,any of the IC components should be installed onWindows 2003.


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The following table lists the required operating system for each supported RDBMS.

Required software for Telephony

Telephony components provide services that manage communication between switches andInteraction Center, and control the routing of voice contacts.

This section lists the servers that support Telephony for Interaction Center and the prerequisitesoftware for those servers. This section includes the following topics:

l Telephony servers on page 38.

l Prerequisites for Telephony servers on page 39.

Telephony servers

The following table shows the servers that support Telephony.

Databaseoperatingsystem

MicrosoftSQL Server

Oracle Database Server DB2 UDB

2008 R2 10g 11g 11gRelease 2

9.5

Windows Server2008 R2

Y

64-bit only

Y Y Y1

1. You must install Patch 9888297 for Oracle 11g Release 2 on Windows 2008 R2

Server.

N

Oracle Solaris10

N Y

64-bit only

Y

64-bit only

Y N

AIX 6.1 N N N N Y

32-bit only

Component Servers

Required servers for Telephony l Telephony server

Optional servers for Telephony l Telephony Queue Statistics server

l VOX server


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Required software for Telephony


Prerequisites for Telephony servers

For more details about the definition of supported versions and about subsequent updates orservice packs of the software, seeAbout the supported versions on page 34.

Certain switches and software support only certain functions and components of InteractionCenter. For more detailed information, see Supported Telephony switches and software onpage 279.

Required core servers forTelephony

l ADU server

l Alarm server

l Blender server

l Data serverl Directory server

l EDU server

l License server

l ORB server

l Notif

Documents

AIC 7.3 Installation Planning and Prerequisites