Avaya Aura® Contact Center

Commissioning for Avaya

Communication Server 1000

Release 7.1
Issue 07.01
June 2019
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 Contents

Chapter 1: Introduction.......................................................................................................... 12
Purpose................................................................................................................................ 12
Intended audience................................................................................................................. 12
Related resources................................................................................................................. 12
®
Avaya Aura Contact Center Documentation..................................................................... 12
Viewing Avaya Mentor videos........................................................................................... 16
Support................................................................................................................................ 17
Chapter 2: Changes in this release....................................................................................... 18
®
Chapter 3: Avaya Aura Contact Center server commissioning........................................ 19
Prerequisites to Contact Center server commissioning............................................................. 20
Commissioning tasks for AML-based Contact Center............................................................... 20
Chapter 4: Contact Center security certificates commissioning....................................... 24
Prerequisites......................................................................................................................... 26
Contact Center certificate commissioning procedures for Avaya Communication Server 1000..... 27
Turning off Web Services security........................................................................................... 30
Creating a new security store................................................................................................. 30
Creating a security store with Subject Alternative Names ......................................................... 32
Copying the Certificate Signing Request file............................................................................ 34
Adding certificate files to the security store.............................................................................. 35
Configuring the minimum TLS version..................................................................................... 37
Exporting a root certificate from the security store.................................................................... 38
Applying the root certificate to a Contact Center client.............................................................. 38
Configuring SMTP server details............................................................................................ 39
Scheduling a security store inspection task.............................................................................. 40
Verifying the scheduled security store inspection task............................................................... 41
Chapter 5: Contact Center Manager Server commissioning.............................................. 43
Contact Center Manager Server commissioning procedures..................................................... 43
Verifying the success of the installation................................................................................... 45
Enabling Open Queue........................................................................................................... 45
Enabling Multiplicity............................................................................................................... 46
Disabling date and time features............................................................................................. 47
Disabling the Windows time service........................................................................................ 47
Scheduling weekly disk defragmentation................................................................................. 48
Configuring the Multicast controller......................................................................................... 48
Installing the third-party networking utility................................................................................ 50
Chapter 6: Network Control Center commissioning........................................................... 51
Prerequisites for Network Control Center commissioning.......................................................... 51
Configuring the sites.............................................................................................................. 51
Chapter 7: Contact Center Manager Administration commissioning................................ 53

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Prerequisites for Contact Center Manager Administration commissioning.................................. 53

Contact Center Manager Administration commissioning procedures.......................................... 53
Configuring Real-Time Reporting............................................................................................ 56
Configuring domain accounts to allow scheduling Historical Reports to a Network Server........... 58
Creating a shared folder to export historical reports.................................................................. 58
Creating a shared folder on the client with read permissions for the domain............................... 59
Creating a shared folder on the client with read permissions for a user...................................... 60
Creating a shared folder on the client PC with read permissions for the CCMA Administration
account................................................................................................................................ 61
Configuring Agent Desktop Display parameters on the server................................................... 62
Updating the CCMA Administration user password.................................................................. 64
Verifying the Web Services..................................................................................................... 65
Configuring Internet Explorer.................................................................................................. 66
Logging on to Contact Center Manager Administration for the first time..................................... 68
Configuring Contact Center Manager Server Global Settings.................................................... 69
Installing the Orchestration Designer client.............................................................................. 70
Adding a Contact Center script or flow application.................................................................... 71
Chapter 8: Single sign-on commissioning........................................................................... 73
Prerequisites for single sign-on commissioning........................................................................ 73
Single sign-on commissioning procedures............................................................................... 73
Configuring communication between CCMA and System Manager............................................ 75
Mapping System Manager users to CCMA users..................................................................... 76
Starting the Contact Center Manager Administration client using a secure account..................... 78
Configuring communication between CCMA and the backup System Manager........................... 78
Chapter 9: High Availability single sign-on commissioning.............................................. 80
Prerequisites for High Availability single sign-on commissioning................................................ 80
High Availability single sign-on commissioning procedures....................................................... 81
Configuring communication between CCMA and System Manager on the primary Contact
Center server........................................................................................................................ 83
Configuring communication between CCMA and System Manager on the standby Contact
Center server........................................................................................................................ 84
Configuring communication between CCMA and System Manager on the geographic Contact
Center server........................................................................................................................ 86
Mapping System Manager users to CCMA users..................................................................... 88
Configuring Internet Explorer for single sign-on........................................................................ 88
Logging on to CCMA for the first time using a secure account................................................... 89
Chapter 10: Contact Center Manager Administration client commissioning................... 91
Prerequisites for client commissioning..................................................................................... 91
Configuring the display settings.............................................................................................. 91
Configuring Internet Explorer.................................................................................................. 92
Configuring display settings in Internet Explorer....................................................................... 94
Adding Internet Explorer to the firewall exceptions list.............................................................. 94
Installing the ActiveX Controls................................................................................................ 95

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Applying the ActiveX Controls................................................................................................ 96

Chapter 11: Communication Control Toolkit commissioning for AML-based Contact
Center....................................................................................................................................... 97
Prerequisites to CCT commissioning for AML-based Contact Center......................................... 97
Confirming that the CCT services start.................................................................................... 97
Adding Communication Control Toolkit to CCMA...................................................................... 98
Configuring the Avaya Communication Server 1000 service provider......................................... 99
Importing workstations from the domain................................................................................ 101
Importing Avaya Communication Server 1000 data................................................................ 102
Adding an AML agent in CCMA............................................................................................ 104
Assigning resources in Contact Center.................................................................................. 109
Configuring Hotdesking........................................................................................................ 110
Verifying CCT using the Reference Client.............................................................................. 111
Chapter 12: Contact Center Multimedia commissioning.................................................. 113
Contact Center Multimedia server commissioning prerequisites............................................... 113
Providing local users with the Log on as a service right........................................................... 113
Verifying that Contact Center Multimedia services start........................................................... 114
Adding the multimedia servers to Contact Center Manager Administration............................... 115
Logging on to the Multimedia Administration tool for the first time............................................ 117
Configuring server settings................................................................................................... 117
Configuring an LDAP server for Agent Desktop voice contacts................................................ 120
Configuring the multimedia license type................................................................................ 121
Configuring email recipient addresses................................................................................... 122
Configuring email attachment file locations............................................................................ 125
Configuring the multimedia skillsets...................................................................................... 126
Configuring the MIME types................................................................................................. 127
Configuring the client OS setting for Citrix deployments.......................................................... 129
Adding an email address of an administrator in CCMM Dashboard.......................................... 130
Chapter 13: Agent Desktop client commissioning........................................................... 131
Prerequisites for Agent Desktop client commissioning............................................................ 131
Agent Desktop client commissioning procedures.................................................................... 131
Configuring hotdesking........................................................................................................ 132
Configuring the pop-up window for a Citrix environment......................................................... 133
Chapter 14: Hot Standby High Availability Voice and Multimedia Contact Server
commissioning...................................................................................................................... 134
Prerequisites....................................................................................................................... 136
High Availability commissioning checklist.............................................................................. 137
Resolving the Managed name to the Managed IP address...................................................... 138
Configuring CCMM General Administration........................................................................... 139
Verifying services are ready for High Availability..................................................................... 141
Configuring High Availability on the Active Server.................................................................. 141
Configuring email notification on the Active Server................................................................. 144
Enabling CCT switchovers................................................................................................... 146

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Configuring service monitoring on the Active Server............................................................... 147

Backing up the database on the Active Server....................................................................... 153
Restoring the database on the standby server....................................................................... 154
Configuring High Availability on the Standby Server............................................................... 156
Verifying server details on the Standby Server....................................................................... 158
Starting the Active Server..................................................................................................... 160
Starting shadowing on the Standby Server............................................................................ 161
Verifying shadowing is running............................................................................................. 162
Changing server details in Contact Center Manager Administration......................................... 163
Using the Contact Center Manager Administration server Managed name............................... 164
Testing switchovers............................................................................................................. 165
Chapter 15: Geographic High Availability Voice and Multimedia Contact Server
commissioning...................................................................................................................... 166
Prerequisites....................................................................................................................... 168
High Availability commissioning checklist.............................................................................. 168
Resolving the Managed name to the Managed IP address...................................................... 170
Verifying services are ready for High Availability..................................................................... 171
Configuring High Availability on the Active Server.................................................................. 171
Configuring service monitoring on the Active Server............................................................... 174
Backing up the database on the active server........................................................................ 177
Configuring RGN Multimedia Contact Server CCMM General Administration........................... 178
Configuring server details on the Remote Geographic Node................................................... 180
Configuring the Remote Geographic Node local resources..................................................... 181
Configuring High Availability on the Remote Geographic Node server...................................... 182
Restoring the database on the Remote Geographic Node server............................................ 184
Starting the Active Server..................................................................................................... 185
Starting shadowing on the Standby Server............................................................................ 186
Starting shadowing on the Remote Geographic Node server.................................................. 187
Verifying the Voice and Multimedia Contact Server RGN settings............................................ 188
Verifying Voice and Multimedia HA shadowing is running........................................................ 188
Chapter 16: Hot Standby High Availability Voice Contact Server commissioning......... 190
Prerequisites....................................................................................................................... 192
High Availability commissioning checklist.............................................................................. 193
Resolving the Managed name to the Managed IP address...................................................... 194
Configuring CCMM General Administration........................................................................... 195
Verifying services are ready for High Availability..................................................................... 197
Configuring High Availability on the Active Server.................................................................. 197
Configuring email notification on the Active Server................................................................. 200
Enabling CCT switchovers................................................................................................... 202
Configuring service monitoring on the Active Server............................................................... 203
Backing up the database on the Active Server....................................................................... 209
Restoring the database on the Standby Server...................................................................... 210
Configuring High Availability on the Standby Server............................................................... 212

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Verifying server details on the Standby Server....................................................................... 214

Starting the Active Server..................................................................................................... 216
Starting shadowing on the Standby Server............................................................................ 217
Verifying shadowing is running............................................................................................. 219
Changing server details in Contact Center Manager Administration......................................... 220
Using the Contact Center Manager Administration server Managed name............................... 221
Testing switchovers............................................................................................................. 222
Chapter 17: Geographic High Availability Voice Contact Server commissioning.......... 223
Prerequisites....................................................................................................................... 225
High Availability commissioning checklist.............................................................................. 225
Resolving the Managed name to the Managed IP address...................................................... 227
Verifying services are ready for High Availability..................................................................... 228
Configuring High Availability on the Active Server.................................................................. 228
Configuring service monitoring on the Active Server............................................................... 231
Backing up the database on the Active Server....................................................................... 234
Configuring server details on the Remote Geographic Node................................................... 235
Configuring the Remote Geographic Node local resources..................................................... 237
Configuring High Availability on the Remote Geographic Node server...................................... 237
Restoring the database on the Remote Geographic Node server............................................ 239
Starting the Active Server..................................................................................................... 241
Starting shadowing on the Standby Server............................................................................ 242
Starting shadowing on the Remote Geographic Node server.................................................. 243
Verifying the Multimedia Contact Server RGN settings........................................................... 243
Verifying shadowing is running............................................................................................. 244
Chapter 18: High Availability Multimedia Contact Server commissioning..................... 246
Prerequisites....................................................................................................................... 247
High Availability commissioning checklist.............................................................................. 247
Resolving the Managed name to the Managed IP address...................................................... 249
Installing a third-party utility to support High Availability.......................................................... 250
Configuring CCMM General Administration........................................................................... 250
Configuring the Active Server............................................................................................... 252
Backing up the Active Server database................................................................................. 254
Restoring the database on the Standby Server...................................................................... 255
Configuring the Standby Server............................................................................................ 256
Starting the Active Server..................................................................................................... 257
Starting shadowing on the Standby Server............................................................................ 257
Verifying shadowing is running on the Active Server............................................................... 258
Testing a switchover............................................................................................................ 259
Chapter 19: Geographic High Availability Multimedia Contact Server commissioning 260
Prerequisites....................................................................................................................... 261
High Availability commissioning checklist.............................................................................. 261
Resolving the Managed name to the Managed IP address...................................................... 263
Installing a third-party utility to support High Availability.......................................................... 264

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Configuring the active server................................................................................................ 264

Backing up the active server database.................................................................................. 265
Configuring RGN CCMM General Administration................................................................... 266
Configuring the Remote Geographic Node server.................................................................. 268
Restoring the database on the Remote Geographic Node server............................................ 269
Starting the active server..................................................................................................... 270
Starting shadowing on the Remote Geographic Node server.................................................. 270
Verifying shadowing is running on the active server................................................................ 271
Chapter 20: High Availability Network Control Center commissioning.......................... 272
Prerequisites for High Availability Network Control Center commissioning................................ 274
High Availability Network Control Center commissioning procedures....................................... 274
Resolving the Managed name to the Managed IP Address..................................................... 276
Installing a third-party utility to support High Availability.......................................................... 276
Verifying services are ready for High Availability..................................................................... 277
Configuring High Availability on the Active Server.................................................................. 277
Variable definitions........................................................................................................ 278
Configuring email notification on the Active Server................................................................. 279
Variable definitions........................................................................................................ 280
Backing up the database on the Active server........................................................................ 280
Restoring the database on the Standby server....................................................................... 281
Configuring server details on the Standby server................................................................... 282
Configuring High Availability on the Standby server................................................................ 283
Starting the Active server..................................................................................................... 284
Procedure job aid.......................................................................................................... 284
Starting shadowing on the Standby server............................................................................. 285
Verifying shadowing is running on the Active Server............................................................... 286
Changing server details in Contact Center Manager Administration......................................... 286
Testing switchovers............................................................................................................. 287
Reinstating High Availability after a switchover....................................................................... 288
Chapter 21: Contact Center Manager Server Web service configuration....................... 289
Contact Center Manager Server Web service commissioning checklist.................................... 290
Generating a Certificate Signing Request for a non-HA server................................................ 290
Generating a Certificate Signing Request for a High Availability CCMS server pair................... 291
Importing the CSR-Related Certificates................................................................................. 292
Configuring SOA OpenQueue and OpenNetworking Web Services......................................... 293
Removing Certificate Configuration....................................................................................... 294
Chapter 22: Communication Control Toolkit Web service configuration........................ 295
Communication Control Toolkit Web service commissioning checklist...................................... 296
Generating a Certificate Signing Request.............................................................................. 296
Generating a Certificate Signing Request for a High Availability CCT server pair...................... 297
Importing CSR-related Certificates........................................................................................ 299
Importing CSR-related Certificates on Standby and RGN servers............................................ 300
Configuring SOA CCT Web services..................................................................................... 300

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 Contents

Removing Certificate Configuration....................................................................................... 302

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Chapter 1: Introduction

Purpose
This document contains information for Contact Center preparation, process, initial configuration,
and verification of the installation on the Avaya Communication Server 1000 platform.

Intended audience
This document is intended for people who commission the Avaya Aura® Contact Center solution.

Related resources

Avaya Aura® Contact Center Documentation

The following table lists the documents related to Avaya Aura® Contact Center. Download the
documents from the Avaya Support website at https://support.avaya.com.
Title Use this document to: Audience
Overview
Table continues…

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 Related resources

Title Use this document to: Audience

®
Avaya Aura Contact Center This document contains technical Customers and sales,
Overview and Specification details you need to set up your services, and support
Contact Center suite. The document personnel
contains the background information
you need to plan and engineer your
system (server preparation
information, routing options, licensing
configurations, and hardware
configuration). The document also
contains background information you
require to install all software
components that are part of and work
with Contact Center. General
information about considerations for
upgrading your existing suite of
Contact Center is also included. This
document contains strategies and
requirements to plan your network
configuration and prepare your servers
for Contact Center software
installations.
Avaya Aura® Contact Center and This document describes the solution Customers and sales,
Avaya Aura® Unified architecture, suggested topologies, services, and support
Communications Solution and capacities for the Avaya Aura® personnel
Description Unified Communications platform. This
document also describes the features
and functional limitations of certain
configurations.
Avaya Aura® Contact Center and This document describes the solution Customers and sales,
Avaya Communication Server 1000 architecture, suggested topologies, services, and support
Solution Description and capacities for the Avaya personnel
Communication Server 1000 platform.
This document also describes the
features and functional limitations of
certain configurations.
Avaya Aura® Contact Center This document describes available Customers and sales,
Documentation Catalog Avaya Aura® Contact Center services, and support
documentation resources and personnel
indicates the type of information in
each document.
Avaya Aura® Contact Center This document contains definitions for Customers and sales,
Terminology the technical terms specific to Contact services, and support
Center. personnel
Table continues…

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Introduction

Title Use this document to: Audience

Contact Center Performance This document contains reference System administrators
Management Data Dictionary tables that describe the statistics and and contact center
data in the historical and real-time supervisors
reports generated in Contact Center.
Implementing
Avaya Aura® Contact Center and This document contains information Implementation personnel
Avaya Aura® Unified and procedures to integrate the Avaya
Communications Integration Aura® Unified Communications
platform with Contact Center.
Avaya Aura® Contact Center and This document contains information Implementation personnel
Avaya Communication Server 1000 and procedures to integrate the Avaya
Integration Communication Server 1000 platform
with Contact Center.
Deploying Avaya Aura® Contact This document contains information Implementation personnel
Center DVD for Avaya Aura® Unified about Contact Center DVD installation,
Communications initial configuration, and verification for
the Avaya Aura® Unified
Communications platform.
Deploying Avaya Aura® Contact This document contains information Implementation personnel
Center DVD for Avaya about Contact Center DVD installation,
Communication Server 1000 initial configuration, and verification for
the Avaya Communication Server
1000 platform.
Deploying Avaya Aura® Contact This document describes how to Implementation personnel
Center Software Appliance for deploy the Avaya Aura® Contact
Avaya Aura® Unified Center Software Appliance for the
Communications Avaya Aura® Unified Communications
platform.
Avaya Aura® Contact Center This document contains information for Implementation personnel
Commissioning for Avaya Aura® Contact Center preparation, process,
Unified Communications initial configuration, and verification of
the installation on the Avaya Aura®
Unified Communications platform.
Avaya Aura® Contact Center This document contains information for Implementation personnel
Commissioning for Avaya Contact Center preparation, process,
Communication Server 1000 initial configuration, and verification of
the installation on the Avaya
Communication Server 1000 platform.
Avaya Aura® Contact Center and This document provides conceptual Implementation personnel
Proactive Outreach Manager and procedural information on the
Integration integration between Avaya Aura®
Contact Center (AACC) and Avaya
Proactive Outreach Manager (POM); it
describes the tasks required for AACC
and POM integration.
Table continues…

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 Related resources

Title Use this document to: Audience

Upgrading and patching Avaya This document contains information Implementation personnel
Aura® Contact Center and procedures to upgrade from and system administrators
previous releases to Contact Center,
migrating the databases, and
information and procedures to
download and install service packs.
Administering
Avaya Aura® Contact Center Server This document contains information System administrators
Administration and procedures for day-today
maintenance of all servers in the
Contact Center suite, including server
maintenance tasks, administrative
tasks, managing data, configuring data
routing, performing archives, and
backing up data. It also describes the
optional configuration procedures for
server configuration.
Avaya Aura® Contact Center Client This document contains information System administrators
Administration and procedures to configure the users and contact center
and user access, skillsets, server supervisors
management, and configuration data
in the Contact Center database.
Using Contact Center Orchestration This document contains information System administrators
Designer and procedures to configure script and
flow applications in Contact Center
Orchestration Designer.
Maintaining
Maintaining Avaya Aura® Contact This document contains routine System administrators
Center maintenance procedures such as and support personnel
installing service packs, and
maintaining the databases for the
Contact Center system.
Troubleshooting Avaya Aura® This document contains system-wide System administrators
Contact Center troubleshooting information and and support personnel
procedures for Contact Center
hardware, software, and network.
Contact Center Event Codes This document contains a list of errors System administrators
in the Contact Center suite and and support personnel
recommendations to resolve them.
This document is a Microsoft Excel
spreadsheet.
Using
Table continues…

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Introduction

Title Use this document to: Audience

®
Using Avaya Aura Contact Center This document contains procedures to System administrators
Reports and Displays generate performance reports, and to and contact center
monitor and analyze performance data supervisors
and performance measurements.
Using Agent Desktop for Avaya This document provides information Contact center agents
Aura® Contact Center and procedures for agents who use and supervisors
the Agent Desktop application to
accept, manage, and close contacts of
all media types in Contact Center.
Using the Contact Center Agent This document provides information Contact center agents
Browser application and procedures for agents who use
the Agent Browser application to log
on to Contact Center and perform
basic tasks.
Using Avaya Workspaces for AACC This document describes the tasks Contact center agents
and ACCS that Contact Center agents can and supervisors
perform using Avaya Workspaces.

Finding documents on the Avaya Support website

Procedure
1. Go to https://support.avaya.com.
2. At the top of the screen, type your username and password and click Login.
3. Click Support by Product > Documents.
4. In Enter your Product Here, type the product name and then select the product from the
list.
5. In Choose Release, select an appropriate release number.
6. In the Content Type filter, click a document type, or click Select All to see a list of all
available documents.
For example, for user guides, click User Guides in the Content Type filter. The list
displays the documents only from the selected category.
7. Click Enter.

Viewing Avaya Mentor videos

Avaya Mentor videos provide technical content on how to install, configure, and troubleshoot
Avaya products.
About this task
Videos are available on the Avaya Support website, listed under the video document type, and on
the Avaya-run channel on YouTube.

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 Support

Procedure
• To find videos on the Avaya Support website, go to https://support.avaya.com/ and do one of
the following:
- In Search, type Avaya Mentor Videos to see a list of the available videos.
- In Search, type the product name. On the Search Results page, select Video in the
Content Type column on the left.
• To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor and do
one of the following:
- 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 website.
Note:
Videos are not available for all products.

Support
Go to the Avaya Support website at https://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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Chapter 2: Changes in this release

There are no new features in this release.

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Chapter 3: Avaya Aura® Contact Center
server commissioning

Avaya Aura® Contact Center Commissioning for Avaya Communication Server 1000 describes how
to prepare the Avaya Aura® Contact Center Release 7.0 server and client software to handle
inbound and outbound voice and multimedia contacts. Commissioning the server and client software
prepares the hardware to run the contact center. If you want to make additional changes to the
contact center server configuration, see Avaya Aura® Contact Center Server Administration.
Commission each Avaya Aura® Contact Center application according to your Contact Center
configuration. Each Contact Center server type provides different functionalities and installs a
different set of Contact Center applications.
The following AML-based Contact Center server types are available in Avaya Aura® Contact Center
Release 7.1:

Voice and Multimedia Contact Server — This server provides context sensitive and skill-based
routing for customer voice and multimedia contacts. This server also provides routed contact
support for email messages, web communications, voice mail messages, scanned documents, fax
messages, and SMS text messages. A Voice and Multimedia Contact Server has the following
components:
• Contact Center Manager Server
• Contact Center License Manager
• Contact Center Manager Server Utility
• Contact Center Manager Administration
• Communication Control Toolkit
• Contact Center Multimedia

Voice Contact Server Only — This server provides context sensitive and skill-based routing for
customer voice contacts. A Voice Contact Server has the following components:
• Contact Center Manager Server
• Contact Center License Manager
• Contact Center Manager Server Utility
• Contact Center Manager Administration

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Avaya Aura® Contact Center server commissioning

• Communication Control Toolkit

Multimedia Contact Server Only — This server increases the number of contact center agents in
your enterprise solution. When installed, this server provides the multimedia contact processing
capabilities, and the Voice Contact Server processes only voice contacts. A Multimedia Contact
Server has the following components:
• Contact Center Multimedia

Network Control Center Server Only — This server adds networking, network skill-based routing,
and consolidated reporting support for a number of Voice and Multimedia Contact Servers operating
as a single distributed contact center. Use this server to configure contact routing between the Voice
and Multimedia Contact Server nodes of a distributed contact center solution. A Network Control
Center Server has the following components:
• Contact Center Manager Server — Network Control Center
• Contact Center Manager Administration
• Contact Center License Manager

Prerequisites to Contact Center server commissioning

Procedure
Install or migrate your Contact Center software.
For more information, see Deploying Avaya Aura® Contact Center DVD for Avaya Communication
Server 1000 or Upgrading and patching Avaya Aura® Contact Center.

Commissioning tasks for AML-based Contact Center

About this task
This work flow shows you the sequence of tasks you perform to commission the Contact Center
software in your AML-based contact center.

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 Commissioning tasks for AML-based Contact Center

Figure 1: AML-based Contact Center commissioning work flow

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Avaya Aura® Contact Center server commissioning

Figure 2: AML-based Contact Center commissioning work flow continued

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 Commissioning tasks for AML-based Contact Center

Figure 3: AML-based Contact Center commissioning work flow continued

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Chapter 4: Contact Center security
certificates commissioning

Contact Center includes a number of services and connections that you can secure using Transport
Layer Security (TLS). You can install Contact Center with security enabled for commonly used Web
services and CTI connections. You can use the Ignition Wizard to create a security store, generate a
Certificate Signing Request (CSR) and import a Certificate Authority root certificate. Use the
procedures in this chapter either to disable security or to create a new security store for secure
services and connections.
On a new Contact Center install, you can configure the following connections and services to use
TLS:
• Contact Center Manager Administration (CCMA)
• Contact Center Multimedia (CCMM) Administration
• Agent Desktop
• Multimedia Services
• Orchestration Designer
• Outbound Campaign Management Tool
Contact Center security store
Contact Center includes a security store for Web services, to enable secure communications over
TLS, both between Contact Center applications and with external clients or third party applications.
You can create a new security store using Security Manager, including a new signed server
certificate and root certificate from a Certificate Authority (CA), before putting Contact Center into
production.
Contact Center also uses the Internet Information Services (IIS) security store for some services. In
addition, the Contact Center Open Interfaces have unique security stores.
Important:
If you change the Contact Center server name, you must create a new security store and new
server certificates. If you plan to change the server name before final production, Avaya
recommends that you do not configure Contact Center security certificates at this point. Turn off
Web Services security and configure the security certificates after changing the server name.
For more information about configuring security certificates after commissioning, see Avaya
Aura® Contact Center Server Administration.
Contact Center automatically backs up a new security store when you create it. This allows you to
recover from situations where the store is damaged or deleted before you make a manual backup of
the store.

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 Contact Center Security Manager
Contact Center Security Manager provides an interface for managing the security certificates in the
Contact Center security store and the IIS security store. Contact Center supports the management
of the IIS security store only through Security Manager: do not use IIS functions to manage the IIS
security store on a Contact Center server. Security Manager supports importing chained certificates,
and places these certificates in the Contact Center security store for distribution across the solution.
Supported TLS versions
Contact Center defaults to using only TLS 1.2 for secured services and connections. For backward
compatibility, Contact Center supports Administrators changing the minimum TLS version that
Contact Center can negotiate with other systems. This is to inter-operate with legacy systems that
do not support TLS 1.2. You can set minimum TLS versions separately for the following
connections:
• CCMA and CCMM administration
• Event Broker Web service (this setting also sets the minimum TLS version used for Web
Statistics)
If you change the CCMA and CCMM administration setting, the configuration applies the Windows
Server TLS settings, and affects all applications on the server that use Windows Server secure
communications technology.
When the Contact Center configuration is for a TLS version lower than 1.2, Contact Center still
attempts to negotiate the highest (and most secure) version first, before stepping down to a lower
(and less secure) version.
Avaya recommends that you maintain the TLS version settings at the highest possible TLS version,
and that you change these settings only when it is certain that parts of your overall contact center
solution do not work with the higher TLS version.
Contact Center High Availability
In a High Availability (HA) system, the security stores must use Subject Alternative Names (SANs).
Include a SAN for the Managed name and the server name. This ensures clients connecting to
Contact Center using the managed name do not get warnings that the server certificate name does
not match the server name.
Some commercial CAs charge more for signed certificates that use SANs. Avaya recommends that
you plan your HA managed and standby names in advance of creating a new security store.
Multimedia Contact Server deployments
Where you are deploying Contact Center to use both a Voice Contact Server and a Multimedia
Contact Server, you must configure security on both servers.
Certificate Authority root certificates
When a client initiates a secure connection with a server, it must have a root certificate from the CA
that provided the signed server certificate. If the client does not have a matching root certificate, it
does not complete the connection. If the client has a root certificate from a CA, it can trust any
server certificate signed by that CA.
Avaya recommends that you use a single CA to sign all the certificates in your contact center. This
simplifies the deployment process, because you need to distribute only a single root certificate to all
the clients. If you want to use different CAs to sign certificates for your different servers, you must
copy the root certificate from each CA to all the clients in your contact center.

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Contact Center security certificates commissioning

For some Contact Center Web services, Contact Center servers can act as clients of other servers.
Therefore you must ensure that the Contact Center servers also have the required CA root
certificate(s).
Offline Store
You can create an offline store using Security Manager, which minimizes downtime if you want to
replace your current security store. When your offline store is created, you can swap between the
active store and the offline store. You can make the offline store the active store at any point using
Security Manager. You must stop Contact Center services before making the offline store active. For
more information about working with an offline store, see Avaya Aura® Contact Center Server
Administration.
Security Store notifications
Security certificates contain an expiration date and they are not valid after this date. If the security
certificates used by Contact Center expire, the contact center loses call control and stops
functioning.
Security Manager provides a security store inspection utility to help you monitor and maintain valid
security certificates. You can use Security Manager to schedule a security store inspection task.
Security Manager adds the scheduled task to the underlying Windows Task Scheduler. The
scheduled task runs the security store inspection utility once a week. The inspection utility checks
the status of the security certificates in the Contact Center security store. If any of the security
certificates are due to expire within a month, the inspection utility sends a notification email to the
contact center administrator. The contact center administrator must then refresh the security
certificates.
Security Manager provides the notification email; it cannot renew expired security certificates. For
uninterrupted contact center functionality, if you receive an email about upcoming certificate
expiration dates, you must renew the security certificates before they expire.
Security Manager uses the Microsoft Windows Task Scheduler to schedule the weekly security store
inspection. You must ensure that there is a Microsoft Windows user account that has the necessary
privileges from which Security Manager can schedule a task on Windows Task Scheduler. You can
use the Windows administrator account that you used to install Contact Center to add a task to
Windows Task Scheduler.
Security Manager uses a specified Simple Mail Transport Protocol (SMTP) server to send the
notification emails to the administrator’s email address. Contact Center does not provide this SMTP
server. You must provision this SMTP server and ensure that the Contact Center server can
communicate with it at all times. Contact Center does not support Secure Sockets Layer (SSL)
connectivity to this SMTP server.

Prerequisites
Procedure
• Read the security content in Avaya Aura® Contact Center Overview and Specification.
• Have a good understanding of security certificates and secure communications.
• Identify the Certificate Authority (CA) that your organization uses to sign security certificates.

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 Contact Center certificate commissioning procedures for Avaya Communication Server 1000

Contact Center certificate commissioning procedures for

Avaya Communication Server 1000
About this task
This task flow shows you the sequence of procedures you perform to commission Contact Center
security certificates.

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Contact Center security certificates commissioning

Figure 4: Contact Center certificate commissioning procedures

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 Contact Center certificate commissioning procedures for Avaya Communication Server 1000

Figure 5: Contact Center certificate commissioning procedures continued

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Contact Center security certificates commissioning

Turning off Web Services security

About this task
Turn off Web Services security if you do not want to use the feature, or if you want to complete
Contact Center commissioning without Web Services security enabled.
Before you begin
• Read the security section of Avaya Aura® Contact Center Overview and Specification.
Procedure
1. Log on to the Contact Center server as a local administrator.
Important:
If you log on to the server as a domain administrator, this procedure does not complete
successfully.
2. On the Apps screen, in the Avaya section, select Security Manager.
3. On the Store Access dialog, type the password for the security store you created using the
Ignition Wizard, and click OK.
4. On the Security Manager screen, select the Security Configuration tab.
5. Click Security Off.
6. Click Apply.
7. On the Security Change Confirmation dialog, click Confirm.
8. Click Log Out.
9. If you have a Multimedia Contact Server, repeat this procedure on the Multimedia Contact
Server.
10. Restart the Contact Center server.
Next steps
Skip the rest of this chapter and continue with Contact Center commissioning.

Creating a new security store

About this task
The Security Manager uses a store to hold Certificate Authority root certificates and signed
certificates. Create the security store if you plan to use a Certificate Authority and generate signed
certificates.
The default encryption setting is SHA2 with a key size of 2048. For backward compatibility, you
can choose SHA1 or a key size 1024. However, neither SHA1 nor 1024 provide the industry-

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 Creating a new security store

recommended level of encryption. If you select one of these values, Contact Center displays a
warning message.
If you created a security store at install time using the Ignition Wizard, skip this procedure.
Procedure
1. Log on to the Contact Center server.
2. On the Apps screen, in the Avaya section, select Security Manager.
3. In the Security Manager window, select the Security Store tab.
4. In the Security Store tab, in the Full Computer Name (FQDN) box, type the full FQDN of
the server on which you are creating the security store.
Important:
The FQDN must be the full machine name of the server that the Security Store resides
on. The FQDN name is case-sensitive.
5. In the Name of Organizational unit box, type the name of the department or division
within the company.
6. In the Name of Organization box, type the company name.
7. In the City or Locality box, type the name of the city or district in which the contact center
is located.
8. In the State or Province box, type the state or province in which the contact center is
located.
9. In the Two Letter Country Code box, type the country code in which the contact center is
located.
10. In the Security Store password box, type a password for accessing the new security
store.
11. In the Confirm Store password box, confirm the password for accessing the new security
store.
Important:
Ensure you remember this password, because you need it the next time you log on to
Security Manager. If you forget the password, you are not able to access Security
Manager.
12. If you want to change the encryption setting, select the required encryption settings from
the Encryption Algorithm and Key Size drop-down lists.
The default value for Encryption Algorithm is SHA2 and the default value for Key Size is
2048.
Contact Center displays a warning message if you select SHA1 or 1024. Contact Center
includes these values for backward-compatibility only, because these settings do not meet
the industry-recommended level of encryption.
13. Click Create Store.

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Contact Center security certificates commissioning

Contact Center creates the private key required for private-public key encryption.
Security Manager automatically displays the Certificate Request tab, showing the newly
created Certificate Signing Request file contents.
Contact Center automatically backs up the new security store to the folder D:\Avaya
\Contact Center\autoBackUpCertStore. Do not overwrite or delete this backup
location.
14. If you have a Multimedia Contact Server, repeat this procedure on the Multimedia Contact
Server.

Variable definitions
Name Description
Full Computer Name (FQDN) The host name and parent domain which fully
qualifies the computer where the security store is to
be created. The FQDN name is case sensitive. The
Security Manager auto-populates the FQDN field by
reading the name from the operating system. You
can modify this field if required.
Example FQDN format: computerX.DomainY.com
Name of Organizational unit The department or division within a company.
Name of Organization The company name.
City or Locality The city or district in which the system is located.
State or Province The state or province in which the system is
located.
Two Letter Country Code The country code in which the system is located.

Creating a security store with Subject Alternative Names

About this task
If you are implementing High Availability in the contact center, generate the security store using
Subject Alternative Names (SANs). Include the Managed name and the current server name as
SANs.
Procedure
1. Log on to the Contact Center server.
2. On the Apps screen, in the Avaya section, select Security Manager.
3. In the Security Manager window, select the Security Store tab.

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 Creating a security store with Subject Alternative Names

4. In the Security Store tab, in the Full Computer Name (FQDN) box, type the full FQDN of
the server on which you are creating the security store.
Important:
The FQDN must be the full machine name of the server that the Security Store resides
on. The FQDN name is case-sensitive.
5. In the Name of Organizational unit box, type the name of the department or division
within the company.
6. In the Name of Organization box, type the company name.
7. In the City or Locality box, type the name of the city or district in which the contact center
is located.
8. In the State or Province box, type the state or province in which the contact center is
located.
9. In the Two Letter Country Code box, type the country code in which the contact center is
located.
10. Under Subject Alternative Name (SAN), for each SAN you want to add:
a. From the Type drop-down list, select DNS.
b. In the Value field, type the FQDN for the server.
c. Click Add SAN.
For a High Availability system, add the current server name and the Managed name for the
HA pair.
11. On the Security Store tab, in the Security Store password box, type a password for
accessing the new security store.
12. In the Confirm Store password box, confirm the password for accessing the new security
store.
Important:
Ensure you remember this password, because you need it the next time you log on to
Security Manager. If you forget the password, you are not able to access Security
Manager.
13. If you want to change the encryption setting, select the required encryption settings from
the Encryption Algorithm and Key Size drop-down lists.
The default value for Encryption Algorithm is SHA2 and the default value for Key Size is
2048.
Contact Center displays a warning message if you select SHA1 or 1024. Contact Center
includes these values for backward-compatibility only, because these settings do not meet
the industry-recommended level of encryption.
14. Click Create Store.
Contact Center creates the private key required for private-public key encryption.

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Contact Center security certificates commissioning

Security Manager automatically displays the Certificate Request tab, showing the newly
created Certificate Signing Request file contents.
Contact Center automatically backs up the new security store to the folder D:\Avaya
\Contact Center\autoBackUpCertStore. Do not overwrite or delete this backup
location.
15. If you have a Multimedia Contact Server, repeat this procedure on the Multimedia Contact
Server.
Next steps
Send the Certificate Signing Request file to the Certificate Authority, and receive a signed
certificate, so that you can import the signed certificate to the security store.

Copying the Certificate Signing Request file

Before you begin
• Speak with your System Administrator to identify a Certificate Authority.
About this task
Security Manager automatically generates a Certificate Signing Request (CSR) when it creates a
new security store. The Security Manager—Certificate Request tab displays the name, location,
and contents of the Certificate Signing Request (CSR) file on the server. A Certificate Authority
uses this Certificate Signing Request (CSR) file to generate a signed security certificate. Contact
Center uses the signed security certificate to establish secure communications with clients.
Until you add a signed certificate, the Signing Request Status field shows the CSR status as
Pending. When the CSR is signed, and you add it to the security store using the “Add Certificate
Tab”, the status changes to “Signed” to indicate that this CSR has been signed.
Procedure
1. Log on to the Contact Center server containing the security store.
2. On the Apps screen, in the Avaya section, select Security Manager.
3. Select the Certificate Request tab.
4. Check the Signing Request Status value. If this value is Pending, you must have the
CSR signed by a Certificate Authority.
5. Note the location of the Certificate Signing Request file from File location.
6. Select Logout.
7. Copy the Certificate Signing Request file from the directory referenced in File location, to
send to a Certificate Authority.
8. If you have a Multimedia Contact Server, repeat this procedure on the Multimedia Contact
Server.

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 Adding certificate files to the security store

Next steps
After you perform this procedure, a Certificate Authority must sign the certificate. Contact your
System Administrator for the preferred method of processing the signed certificate request file to
obtain a signed certificate and root certificate. Send the Certificate Signing Request file to a
Certificate Authority and receive a signed certificate and root certificate to import to the security
store.

Adding certificate files to the security store

Before you begin
• Use the CSR file from the Contact Center Security Manager to obtain a Certificate Authority
signed certificate and root certificate.
• Save the certificate files on the Contact Center server.
About this task
Contact Center Security Manager can add both Certificate Authority root certificates and signed
certificates to the security store. Contact Center requires a signed certificate and a corresponding
Certificate Authority root certificate to communicate using secure services.
There are two options when adding CA root and signed certificates.
Automatically adding certificates :
You can select a folder that contains signed and root certificates. Security Manager accesses this
folder and automatically determines which are signed certificates and which are root certificate
and then adds them to the security store accordingly.
Important:
Security Manager attempts to import all files and certificates it finds in the certificate folder.
Ensure that the certificate folder contains only Certificate Authority root certificates and signed
certificates.
Manually adding certificates :
For manually added certificates, you can browse for individual signed and root CA certificates and
add them to the security store, one at a time. Security Manager checks the certificates and does
not add signed certificates as root CA certificates.
Procedure
1. Log on to the Contact Center server containing the security store.
2. On the Apps screen, in the Avaya section, select Security Manager.
3. On the Store Access dialog, type the security store password.
4. Click OK.
5. In the Security Manager window, select the Add Certificate tab.

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Contact Center security certificates commissioning

6. To add certificates automatically:

a. Click Browse.
b. On the Select Directory dialog, browse to the directory where you saved the certificate
files, and click Select Directory.
Security Manager displays the certificates in the Certificates field.
c. Click Add all Certificates.
7. To add certificates manually:
a. Select Add Certificates Manually.
b. To manually add a Certificate Authority root certificate, click Browse.
c. Browse to the Certificate Authority root certificate, and click Select File.
d. Click Add CA Certificate.
e. To manually add a signed certificate, click Browse.
f. Browse to the Certificate Authority signed certificate, and click Select File.
g. Click Add Signed Certificate.
8. If you have a Multimedia Contact Server, repeat this procedure on the Multimedia Contact
Server.

Variable definitions
Name Description
Security Store password Password to access the security store.
Add Certificates Automatically Security Manager automatically determines which
certificates are signed and which are root certificate
and then adds them to the security store
accordingly.
Select folder The folder from which Security Manager
automatically loads certificates.
Add Certificates Manually Manually add certificates, one at a time.
Add Root Certificate The name and location of the root certificate. Root
Certificate Authority certificates must be in Base64
format.
Add Signed Certificate The name and location of the signed certificate.
Signed certificates must be in DER format.

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 Configuring the minimum TLS version

Configuring the minimum TLS version

About this task
Configure minimum TLS versions that Contact Center can negotiate for secure connections. This
enables third-party and legacy systems that do not support TLS 1.2 to communicate securely with
Contact Center. If you do not change these settings, Contact Center uses only TLS 1.2, and does
not connect to systems that support only lower versions of TLS.
You can set minimum TLS versions separately for the following communications:
• CCMA and CCMM administration
• Event Broker Web service (this setting also sets the minimum TLS version used for Web
Statistics)
Procedure
1. Log on to the server as a local administrator.
Important:
If you log on to the server as a domain administrator, this procedure does not complete
successfully.
2. On the Apps screen, in the Avaya section, select Security Manager.
3. On the Store Access dialog, type the password for the security store, and click OK.
4. On the Security Manager screen, select the Security Configuration tab.
5. In the CCMA — Multimedia Web Service Level box, select the lowest version of TLS for
CCMA and Multimedia Web service communication.
This changes the setting for IIS, and for Windows Server generally.
6. In the Event Broker Web Service Level box, select the lowest version of TLS for Event
Broker Web Service communication.
7. Click Apply.
8. Click Log Out.
9. Use the System Control and Monitor Utility (SCMU) to restart Contact Center services.
10. If you have a Multimedia Contact Server, repeat this procedure on the Multimedia Contact
Server.
For the Multimedia Contact Server, you must reboot the server to complete this procedure.

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Contact Center security certificates commissioning

Exporting a root certificate from the security store

About this task
Export the Certificate Authority (CA) root certificate from the Contact Center security store so that
clients using secured services can trust the public key for encryption. Avaya recommends that you
always export the root certificate from the security store, so that it is consistent with the current
server certificate.
Before you begin
• Add a signed server certificate and root certificate to the security store.
Procedure
1. Log on to the Contact Center server containing the store.
2. On the Apps screen, in the Avaya section, select Security Manager.
3. On the Store Access dialog, type the security store password, and click OK.
4. In the Security Manager window, select the Store Maintenance tab.
5. In the Root Certificates field, select the root certificate that you want to export.
6. Click Export.
7. On the Select Directory To Export To dialog, select or create a directory to which you want
to export the root certificate.
8. Click Export To.
Security Manager exports two files to the directory. Use only the Security Certificate file;
you do not need to use the PEM file.
9. If you have a Multimedia Contact Server that uses a different CA, repeat this procedure on
the Multimedia Contact Server.
Next steps
Apply the root certificate to all Contact Center clients.

Applying the root certificate to a Contact Center client

About this task
Copy the root certificate exported from the Contact Center security store to the Contact Center
clients and servers that use secure services. If you have a large number of clients, you can use
automated methods to distribute and apply the root certificates. For example, you can use a
Group Policy to distribute root certificates to clients using supported Microsoft Windows operating
systems.
This procedure shows how to manually apply a root certificate on a Microsoft Windows operating
system.

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 Configuring SMTP server details

Before you begin

• Add a signed certificate and root certificate to the security store.
• Export the root certificate from the security store.
Procedure
1. On the client operating system Desktop, click Start > Run.
2. Type MMC, and click OK.
3. Click File > Add/Remove Snap In.
4. From the Available snap ins list, select Certificates, and click Add.
5. On the Certificates Snap in dialog, select Computer account, and click Next.
6. Click Finish.
7. On the Add or Remove Snap-ins dialog, click OK.
8. In the console root, expand Certificates (Local Computer) and then expand Trusted
Root Certification Authorities.
9. Right-click the Certificates folder.
10. Select All Tasks > Import.
11. On the Certificate Import Wizard dialog, click Next.
12. Click Browse, and browse to the location where you copied the root certificate file.
13. Select the root certificate file and click Open.
14. On the Certificate Import Wizard dialog, click Next.
15. Click Next.
16. When the Certificate Import Wizard finishes importing the certificate, click Finish.

Configuring SMTP server details

Before you begin
• Provision, configure, and maintain a Simple Mail Transport Protocol (SMTP) server. Contact
Center Security Manager supports Microsoft Exchange Server.
• Know the authentication logon account and password details for the SMTP server.
• Ensure that the Contact Center server can access the SMTP server at all times.
• On the SMTP server, configure an email address for the contact center administrator.
Security Manager sends the notification emails to this address. Ensure the contact center
administrator monitors this email address.
• On the SMTP server, configure an email address for Avaya Aura® Contact Center Security
Manager. Security Manager can then use this email address to send notification emails.

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Contact Center security certificates commissioning

About this task

Configure the details of the SMTP server and accounts used to send the Security Manager status
report email.
Procedure
1. On the Security Manager screen, select the Expiration Alerts tab.
2. Select SMTP Configuration.
3. From the Outgoing e-mail server (SMTP) list, select IP or Address. The Contact Center
server must be able to communicate with the SMTP server by IP address or SMTP
address.
4. In the Outgoing e-mail server (SMTP) box, enter the IP address or SMTP address of the
SMTP server.
5. In the Port number box, enter the TCP port number for the SMTP server. The default port
number is 25.
6. In the Sender e-mail address box, enter the email address to be used by Security
Manager to send notification emails. Ensure this email address is registered with the
SMTP server.
7. In the Recipient e-mail address box, enter the email address to which Security Manager
is to send the notification emails. Ensure this email address is registered with the SMTP
server. This is typically the contact center administrator’s email address. You must monitor
this email address for notifications about the status of Contact Center security certificates.
8. If your SMTP server requires authentication, select SMTP server requires
authentication. If your SMTP server does not require authentication, clear this check box.
9. In the User name box, enter the user account name used to authenticate with the SMTP
server.
10. In the Password box, enter the password of the user account used to authenticate with the
SMTP server.
11. Click Save Configuration.
12. If you have a Multimedia Contact Server, repeat this procedure on the Multimedia Contact
Server.

Scheduling a security store inspection task

Before you begin
• Configure the SMTP server and email account details.
About this task
Schedule a security store inspection task. Security Manager adds the scheduled task to the
underlying Windows Task Scheduler. The scheduled task runs the security store inspection utility

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 Verifying the scheduled security store inspection task

once a week. You can select the time and day of the week that the security store inspection task
runs during the week.
Procedure
1. Log on to the Avaya Aura® Contact Center server.
2. On the Apps screen, in the Avaya section, select Security Manager.
3. Select Expiration Alerts > Schedule Alerts.
4. From the Day of week list, select the day on which to schedule the weekly inspection task.
5. In the Time (24 hr) section, enter the time of day on which to schedule the weekly
inspection task. Use twenty four hour format time.
6. In the User box, enter the name of a Windows user account that has the privileges
necessary to access the Windows Task scheduler and schedule the task.
7. In the Password box, enter the password of the Windows user account that has the
privileges necessary to access the Windows Task scheduler and schedule the task.
8. Click Apply Schedule.
Security Manager then schedules this task on the underlying Microsoft Windows Task
Scheduler. After successfully scheduling the task, the name on the Apply Schedule button
changes to Modify Schedule and the button is disabled. To enable the Modify Schedule
button, select a new time. You can then update the scheduled task time by clicking Modify
Schedule.
9. If you have a Multimedia Contact Server, repeat this procedure on the Multimedia Contact
Server.

Verifying the scheduled security store inspection task

Before you begin
• Configure the scheduled task.
About this task
Verify that the Windows Task Scheduler lists the Security Manager scheduled inspection task. Do
not modify the scheduled task in Task Scheduler. Use only Security Manager to modify the
scheduled inspection task.
Procedure
1. Log on to the Contact Center server.
2. On the Start screen, under Administrative Tools, click Task Scheduler.
3. In the left pane, click Task Scheduler Library.
4. In the middle pane, confirm that there is a task named aaccSentinel.

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Contact Center security certificates commissioning

5. Confirm that the task Status is Ready.

6. If you have a Multimedia Contact Server, repeat this procedure on the Multimedia Contact
Server.

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Chapter 5: Contact Center Manager Server
commissioning

Use the procedures in this section to configure the Contact Center Manager Server software in your
Avaya Aura® Contact Center. The procedures outlined include configuring your passwords,
configuring features and verifying the success of your installation to prepare your server for Contact
Center operations.

Contact Center Manager Server commissioning

procedures
About this task
This task flow shows you the sequence of procedures you perform to configure Contact Center
Manager Server.

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Contact Center Manager Server commissioning

Figure 6: Contact Center Manager Server commissioning procedures

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 Verifying the success of the installation

Verifying the success of the installation

Before you begin
• Install the Contact Center software.
About this task
Verify the success of your installation to ensure that all components are installed. To verify the
success of the installation, ensure that the Contact Center services are running.
Procedure
1. Log on to the Contact Center server as an administrator.
2. On the Apps screen, in the Avaya section, select System Control and Monitor Utility.
3. On the LM, CCMS, CCMA, CCT, and CCMM tabs, check that all relevant services are in
the Up state.
The CCMM tab is not present on a Voice Contact Server.
4. Close the System Control and Monitor Utility window.

Enabling Open Queue

Before you begin
• Install the Open Queue feature.
• Ensure that the Contact Center License Manager is licensed to provide Open Queue session
licenses.
• Ensure that the Contact Center License Manager is licensed to provide agent licenses for the
required contact types.
Important:
You must restart your server at the end of this procedure.
About this task
Enable Open Queue to allow third parties including Contact Center Manager Multimedia to create,
read, and delete multimedia and voice contacts in Contact Center Manager Server. All Contact
Centers that use Agent Desktop require Open Queue.
Procedure
1. Log on to the Contact Center server.
2. On the Apps screen, in the Avaya section, select Server Configuration.
3. Click the Licensing tab.
4. From the Features list, select Open Queue.

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Contact Center Manager Server commissioning

5. Click Apply All.

6. On the Restart Required dialog, click Yes to restart the server.

Procedure job aid

After you restart Contact Center Manager Server, Open Queue is enabled. You must configure
Controlled Directory Numbers (CDNs), also known as route points. The server uses these route
points to route multimedia contacts. For more information, see the Contact Center Multimedia
server commissioning on page 113.

Enabling Multiplicity
Before you begin
• Ensure that the Contact Center License Manager is licensed to provide Multiplicity.
• Ensure that the Contact Center License Manager is licensed to provide agent licenses for the
required contact types.
Important:
You must restart your server at the end of this procedure.
About this task
Enable Multiplicity to allow agents manage multiple contact types at the one time. Configure
multiplicity presentation classes (MPC) in Contact Center Manager Administration (CCMA). Each
agent is assigned either the default MPC or a customized MPC. Enable multiplicity in the licensing
tab of the Server Configuration utility.
Procedure
1. Log on to the Contact Center server.
2. On the Apps screen, in the Avaya section, select Server Configuration.
3. Click the Licensing tab.
4. From the Features list, select Multiplicity.
5. Click Apply All.
6. On the Restart Required dialog, click Yes to restart the server.

Procedure job aid

After you restart Contact Center Manager Server, Multiplicity is enabled. Configure contact center
agents for multiplicity in Contact Center Manager Administration using Multiplicity Presentation
Classes. For more information, see the Avaya Aura® Contact Center Client Administration.

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 Disabling date and time features

Disabling date and time features

About this task
Disable the date and time features in Microsoft Windows to avoid potential call processing
outages.
The contact center applications do not support time changes other than the Daylight Savings
Change. Changing time causes issues with states of contacts.
Procedure
1. On the Start screen, click Control Panel.
2. Under Clock, Language, and Region, click Set the time and date.
3. In the Date and Time dialog box, click Change time zone.
4. Clear the Automatically adjust clock for daylight saving changes check box.
5. Click OK.
6. Click OK to close the dialog box.

Disabling the Windows time service

Before you begin
• Disable Date and Time features. See Disabling date and time features on page 47.
About this task
In an AML-based contact center, the Contact Center Manager Server (CCMS) server
automatically synchronizes its time with the PABX. If the Windows Time service attempts to
synchronize the CCMS server time with a different time source, this can cause call processing
outages. To avoid the potential for such problems, disable the Windows Time service.
If the Contact Center Manager Server is the Network Control Center server, skip this procedure.
Procedure
1. On the Start screen, click Administrative Tools.
2. Click Services.
3. In the Services window, in the right pane, double-click Windows Time.
4. In the Windows Time Properties dialog box, on the General tab, from the Startup type
list, select Disabled.
5. Click Stop.
6. Click Apply to save your changes.
7. Click OK to close the Windows Time Properties dialog box.

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Contact Center Manager Server commissioning

8. Close the Services window.

Scheduling weekly disk defragmentation

About this task
Schedule daily disk defragmentation for all drives to optimize performance and avoid potential
outages.
Procedure
1. Log on to the Contact Center server.
2. On the Start screen, select This PC.
3. Right-click drive C and select Properties.
4. Click the Tools tab.
5. Select Optimize.
6. Click Change settings.
7. Select Run on a schedule (recommended).
8. Under Frequency, select Weekly.
9. Click Choose.
10. On the Optimize Drives window, click Select all.
11. Click OK.
12. Click OK.
13. Click Close.

Configuring the Multicast controller

About this task
Configure the Multicast controller if you plan to use the IP Multicast delivery method to send Real
Time Reporting data. Multicast is a network addressing method for delivering information to a
group of destinations in a one-to-many distribution.
If you plan to use the unicast delivery method, no configuration of Contact Center Manager Server
is required and you can skip this procedure. For Unicast delivery, only one user can log on at a
time and you must ensure that you disconnect all terminal services sessions.
For more information about multicast and unicast, see Avaya Aura® Contact Center Overview and
Specification.

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 Configuring the Multicast controller

You can enable compression of multicast data to conserve network bandwidth. For example,
enable RTD Compression to reduce the bandwidth usage between the CCMS server and any
CCMA server from which it is managed. Use RSM compression only if you use a third-party or
custom application to provide real time displays. Enabling RSM compression disables both the
CCMA Real Time Displays feature and POM integration.
Procedure
1. Log on to the Contact Center server as an administrator.
2. On the Apps screen, in the Avaya section, select Multicast Stream Control.
3. In the RTD Multicast Controller dialog box, select the check boxes for the Real Time data
to enable.
4. If you want to conserve bandwidth between the CCMS server and CCMA servers, in the
Compression section of the window, select the RTD Compression check box.
5. If you are using a third-party or custom real time display application, to conserve
bandwidth, select the RSM Compression check box.
The third-party or custom application must be capable of processing a compressed data
stream. For more details, see the SDK documentation.
6. Click Apply.
7. Click OK.
8. On the Apps screen, in the Avaya section, select Multicast Address and Port
Configuration.
9. In the RTD Multicast Configuration dialog box, in the Multicast IP group box, type the
multicast IP address for Contact Center Manager Server to use to transmit the RTD.
This is the same address as the Contact Center Manager Administration server receiving
IP multicast address.
10. In the Multicast Time To Live (TTL) box, accept the default setting for the number of
network hops packets can transition
OR
Type a new value.
Important:
Do not change the ports.
11. For the Interval to Date, Moving Window IP Port, and Multicast Rate boxes, accept the
default values.
12. Click Apply.
13. Click OK.
14. On the Apps screen, in the Avaya section, select System Control and Monitor Utility.
15. Click the CCMS tab.

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Contact Center Manager Server commissioning

16. In the Enter password box, type the Process Monitor – Common Utilities password.
17. Right-click SDP_Service.
18. Click Restart.

Installing the third-party networking utility

About this task
Install a third-party utility required by Avaya Aura® Contact Center to support managed IP
addresses and to monitor for High Availability switchovers.

Procedure
1. Log on to the Contact Center server.
2. Using Windows Explorer, navigate to <installation drive>:\Avaya\Contact Center\Manager
Server\CCSMMC\thirdparty\winpcap.
3. Double-click WinPcap_4_1_3.exe.
4. On the WinPcap installer dialog, click Next.
5. On the WinPcap installer Setup Wizard dialog box, click Next.
6. On the WinPcap installer License Agreement dialog box, click I Agree.
7. On the WinPcap installer Installation options dialog box, click Install.
8. On the WinPcap installer dialog, click Finish.

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Chapter 6: Network Control Center
commissioning

Configure the communications database to enable the distribution of information from the Network
Control Center (NCC) database to all servers on the network and to enable communication and
network skill-based routing (NSBR) among multiple sites. The communications database lists all
servers in the network, including each IP addresses and status.

Prerequisites for Network Control Center commissioning

Procedure
• Install the Network Control Center server software.
• Install a Contact Center Manager Server at each site.
• Install and commission the Contact Center License Manager software.
• Install and commission Contact Center Manager Administration.
• If you use an Avaya Communication Server 1000, configure the following elements:
- NACD (not required for Universal Networking)
- a CDN for the server to use as an MCDN Network CDN (not required for Universal
Networking)
- Landing Pads (required for Universal Networking only)
- a dialing plan to facilitate call routing between the telephony switches
• Ensure that all site names and the CLAN IP addresses are unique.

Configuring the sites

About this task
Configure the sites on the networked Avaya Aura® Contact Center on the Network Control Center
server to designate the site names and locations.

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Network Control Center commissioning

Procedure
1. On the Network Control Center server, on the Desktop screen, right-click on the Windows
icon and select Run.
2. In the Open box, type nbconfig –admin.
3. Click OK.
4. Click the Site Table tab.
Important:
Do not select the Force Synchronization check box. When you force synchronization,
you force each site in the network to request address table information from every
other site in the network. This can result in unnecessary use of network bandwidth.
(Normally, servers request address table updates only when the NCC notifies them
that the site list changed.) Use the Force Synchronization option if information at a
site is not updated.
5. Click Add.
6. In the CLAN IP Address box, enter the CLAN IP address of the server.
Important:
Each server must have a unique CLAN IP address. You must ensure that you use the
correct IP address. You can check the server IP address on the Local Settings tab of
the Server Configuration utility.
7. Click OK.
8. Repeat step 5 on page 52 to step 7 on page 52 for each server on your network.
9. After you add the servers, click Verify to validate the connection to the nodal servers.
10. If all site names are correct, click Apply to update the database and synchronize the site
table.
The Flags column shows the progress of synchronization.
11. Click Refresh to update the status of the flags.
Synchronization is complete when an N appears in the Flags column beside the NCC, and
an S appears beside each server.
12. Click the Address Table tab.
The communication addresses of the new servers appear on the Address Table page.
13. Click the OK button on the Nbconfig window.

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Chapter 7: Contact Center Manager
Administration commissioning

Commission Contact Center Manager Administration (CCMA) after you install Contact Center
Manager Administration server software to prepare your server for Avaya Aura® Contact Center
operations.
CCMA single sign-on enables you to map Contact Center users to network user accounts. Users
can then use their network logon ID and password to access CCMA. For more information about
single sign-on configuration, see Single sign-on commissioning on page 73.

Prerequisites for Contact Center Manager Administration

commissioning
Procedure
• Install the Contact Center software.
• Read Avaya Aura® Contact Center Overview and Specification.
• Ensure that you have administrator privileges on the Contact Center server.

Contact Center Manager Administration commissioning

procedures
About this task
This task flow shows you the sequence of procedures you perform to commission Contact Center
Manager Administration.

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Contact Center Manager Administration commissioning

Figure 7: Contact Center Manager Administration commissioning procedures

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 Contact Center Manager Administration commissioning procedures

Figure 8: Contact Center Manager Administration commissioning procedures continued

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Contact Center Manager Administration commissioning

Configuring Real-Time Reporting

Before you begin
• Ensure that the IP multicast addresses that you select for Real-time Statistics Multicast
(RSM) sending and receiving are in the 224.0.1.0 to 239.255.255.255 range. Check with your
network administrator for acceptable IP multicast addresses for your network.
• Ensure that the Contact Center Manager Administration server sending and receiving IP
multicast addresses differ.
• If the Contact Center Manager Server is part of a networked Contact Center, ensure that all
Contact Center Manager Servers within the network have the same multicast IP address.
• If your solution includes multiple instances of Contact Center Manager Administration, you
must configure each Contact Center Manager Administration with different multicast IP send
addresses.
Note:
In a High Availability solution, the active CCMA and the standby CCMA must have the
same multicast IP send address.
About this task
Configure Real-Time Reporting if you plan to use multicast-based data transmission. You must
configure the IP multicast addresses for the Contact Center Manager Server to receive Multicast
data and the Contact Center Manager Administration server sending IP multicast data.
Note:
If you modify the Contact Center Manager Server multicast settings, you must modify the
Contact Center Manager Administration multicast settings accordingly.
If you configure a standby server, you must select multicast for the transmission options under the
Real-time Reporting Configuration.
Procedure
1. Log on to the Contact Center server.
2. On the Apps screen, in the Avaya section, select Manager Administration
Configuration.
3. In the Avaya Applications Configuration window, in the left pane, navigate to Avaya >
Applications > Real-Time Reporting.
4. In the right pane, click the RTR Registry Settings icon.
5. In the RTR Properties dialog box, in the IP Receive Address box, type the Contact
Center Manager Administration server receiving IP multicast address.
6. In the IP Send Address box, type the Contact Center Manager Administration server
sending IP multicast address.
7. For the Output Rate box and the Transform Rate box, accept the default values (5000
and 1000).

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 Configuring Real-Time Reporting

Important:
You can adjust the default values; however, reducing the Output Rate value and the
Transform Rate value increases the workload on the Contact Center Manager
Administration server.
8. For the OAM Timeout box, accept the default value (120 000).
9. Select the Compress Realtime Data Packets check box.
Important:
If you clear this check box, you disable real-time data packet compression.
10. In the Transmission Options area, select one of the following options:
• If your network supports multicast traffic, select Multicast. Avaya recommends this
option.
• To support both transmission types, select Multicast and Unicast.
11. If you selected the Multicast option, proceed to step 14 on page 57.
12. In the Maximum Unicast Sessions box, type the maximum number of simultaneous
unicast sessions that you want the server to allow.
13. Select the Restart Real Time Reporting Service check box.
14. Click OK.
The Restart ICERtdService status window appears while the service is restarting, and
closes after the service successfully restarts.
15. Close all windows to complete the procedure.

Procedure job aid

You might need to increase the OAM Timeout value if the following situations occur:
• You can see no partition elements in the right pane when you create or view a partition in
Access and Partition Management. This can occur when a large amount of data is stored on
Contact Center Manager Server and the network is slow.
• Your Contact Center has a large numbers of agents or skillsets. In this case, it might not be
possible to return a large list of agents or skillsets when you view a report using the Historical
Reporting component.
If you increase the OAM Timeout value, this provides more time to collect the partition elements
on each server. Avaya recommends that you increase this value in increments of 10 000
(milliseconds).

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Contact Center Manager Administration commissioning

Configuring domain accounts to allow scheduling

Historical Reports to a Network Server
Before you begin
• Understand how to update the CCMA Administration user password; see Updating the
CCMA Administration user password on page 64.
About this task
If Contact Center CCMA is on a domain, configure a domain account to allow Historical Reports to
run and be saved on a network server.
Procedure
1. On the Apps screen, in the Avaya section, select Manager Administration
Configuration.
2. In the Avaya Applications Configuration window, in the left pane, expand Avaya >
Applications > IceAdmin Password Change.
3. In the right pane, click the IceAdmin Password Change icon.
4. Click Domain Account.
5. Update the Domain Name, Domain User Account, and Password.
6. Click OK.

Creating a shared folder to export historical reports

Before you begin
• Grant change and read permissions to users who can access the scheduled report account;
for example, the CCMA Admin account or the domain account.
About this task
Create a shared folder to export historical reports if you want multiple users to access scheduled
historical reports stored in this folder from other computers.
Procedure
1. Log on to the server on which you installed the Contact Center Manager Administration
server software.
2. Create a folder. Name the folder Exported Reports.
3. Right-click the new folder and select Properties.
4. In the Properties dialog box, on the Sharing page, click Advanced Sharing.
5. Select Share this folder.

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 Creating a shared folder on the client with read permissions for the domain

6. Click Permissions.
7. Click Add.
8. In the Select Users or Groups dialog box, click Advanced.
9. Click Find Now.
10. In the expanded portion of the Select Users or Groups dialog box, locate and select the
CCMA administrative account.
OR
Select the domain account used for IIS directory security.
11. Click OK.
12. In the Select Users or Groups dialog box, click OK.
13. In the Permissions dialog box, select the account that you selected in step 10 on page 59.
14. Select the Allow check box for the following:
• Change
• Read
15. Click Apply.
16. Click OK to close the Permissions for Exported Reports dialog box.
17. Click OK to close the Advanced Sharing dialog box.
18. Click OK to close the Exported Reports Properties dialog box.

Creating a shared folder on the client with read

permissions for the domain
Before you begin
• Ensure that Contact Center Manager Administration is part of a network domain.
• Configure the domain account. See Configuring domain accounts to allow scheduling
Historical Reports to a Network Server on page 58.
About this task
Create a shared folder with read permissions on the client for the domain account if Contact
Center Manager Administration is part of a network domain. Use the shared folder to synchronize
historical reports.
Procedure
1. On the client, create a folder.
2. Right-click the shared folder, and select Properties.

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Contact Center Manager Administration commissioning

3. In the New folder Properties dialog box, click the Sharing tab.
4. Click Advanced Sharing.
5. Click Share this folder.
6. Click Permissions.
7. In the Permissions for New folder dialog box, Select Everyone.
8. Click Remove to remove the Everyone account.
9. Click Add.
10. In the Select Users or Groups dialog box, click Advanced.
11. Click Find Now.
12. In the expanded portion of the Select Users or Groups dialog box, locate and select the
domain or directory security user account used to join the Contact Center Manager
Administration server to the network domain.
13. Click OK.
14. In the Select Users or Groups dialog box, click OK.
15. In the Permissions for New folder dialog box, select the newly added group or user
name account.
16. Select the Allow check box for Read.
17. Click OK.
18. Click OK.
19. Click OK to save your changes and close the New folder Properties dialog box.

Creating a shared folder on the client with read

permissions for a user
Before you begin
• If Contact Center Manager Administration is part of a domain, configure the domain account.
See Configuring domain accounts to allow scheduling Historical Reports to a Network
Server on page 58.
About this task
Create a shared folder with read permissions on the client for a user account to ensure that the
user can access the folder on the client.
Procedure
1. On the client, create a folder.
2. Right-click the folder, and select Properties.

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 Creating a shared folder on the client PC with read permissions for the CCMA Administration account

3. In the New folder Properties dialog box, click the Sharing tab.
4. Click Advanced Sharing.
5. Click Share this folder.
6. Click Permissions.
7. In the Permissions for New folder dialog box, select the user login name.
8. Select the Allow check box for Read.
9. Clear all other check boxes.
10. Click Apply.
11. Click OK.
12. Click OK.
13. In the New folder Properties dialog box, click Close.

Creating a shared folder on the client PC with read

permissions for the CCMA Administration account
Before you begin
• Ensure that Contact Center Manager Administration (CCMA) is part of a workgroup.
About this task
If CCMA is part of a workgroup, create a shared folder on the client PC with Read permissions for
the CCMA Administration account, iceAdmin.
If you choose this option, you must maintain the CCMA Administration account on the client PC.
Procedure
1. On the client, create a folder.
2. Right-click the folder, and select Properties.
3. In the New folder Properties dialog box, click the Sharing tab.
4. Click Advanced Sharing.
5. Click Share this folder.
6. Click Permissions.
7. In the Permissions for New folder dialog box, Select Everyone.
8. Click Remove to remove the Everyone account.
9. Click Add.
10. In the Select Users or Groups dialog box, click Advanced.

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Contact Center Manager Administration commissioning

11. Click Find Now.

12. In the expanded portion of the Select Users or Groups dialog box, locate and select the
iceAdmin user account.
13. Click OK.
14. In the Select Users or Groups dialog box, click OK.
15. In the Permissions dialog box, select iceAdmin.
16. Select the Allow check box for Read.
17. Click Apply.
18. Click OK.
19. Click OK to close the Advanced Sharing dialog box.
20. Click Close to close the New folder Properties dialog box.

Configuring Agent Desktop Display parameters on the

server
Before you begin
• Ensure that you have administrative privileges on the server on which you installed the
Contact Center Manager Administration server software.
About this task
Configure parameters on the Contact Center Manager Administration server to use Agent Desktop
Display on a client.
Procedure
1. Log on to the Contact Center server.
2. On the Apps screen, in the Avaya section, select Agent Desktop Displays
Configuration.
3. In the Configuration Parameters dialog box, in the IP multicast address box, confirm
that the address is the Contact Center Manager Administration server IP send address that
you configured in the RTR Configuration Tool.
4. In the Refresh rate (seconds) box, type the rate in seconds at which you want the real-
time data in the displays to be refreshed.
5. In the Max agents box, type the maximum number of agents who can simultaneously log
on to the Agent Desktop Display component and view the real-time statistics.
6. From the View mode list, select the mode in which you want to view the collected data:
• Moving window

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 Configuring Agent Desktop Display parameters on the server

• Interval-to-date
7. To require agents to log on to their phones before they can start Agent Desktop Display,
select the Agents phoneset login required for ADD check box.
If this check box is clear, when an agent logs on to Agent Desktop Display, the agent sees
data only if other agents log on to skillsets to which that agent is assigned.
8. To disable automatic notifications for Agent Desktop Display client upgrades, select the
Disable Automatic ADD Client Upgrade check box.
If you select this check box, agents receive no prompts to download available Agent
Desktop Display client upgrades.
9. In the Statistics Configuration table, choose the statistics to appear in the Agent Desktop
Display. You can add statistics columns to the displays or remove columns that you no
longer want to show.
10. To add the statistics column to the displays, select the Show check box for each statistic.
11. Use the column order buttons to arrange the order in which the statistics columns appear.
Select the statistic to move, and then click the up or down button to change its position.
The statistic that you place at the top of the Statistics Configuration table appears in the
first column of the display.
12. To assign the threshold display color, select a statistic.
13. From the following lists, select the threshold color for the highlighted statistic:
• Less than Level 1
• Between Level 1 and Level 2
• Greater than Level 2
If you configure no threshold levels in the Configuration component of Contact Center
Manager Administration or in Contact Center Manager Server, the values appear in
white in the Agent Desktop Display.
14. Repeat step 12 on page 63 to step 13 on page 63 for each statistic for which you want to
configure threshold display colors.
15. If you want the selected statistic to blink in the Agent Desktop Display when its value
reaches the threshold, select the Blink check box.
16. If you want the Agent Desktop Display to beep when the threshold value reaches the
threshold, select the Beep check box.
17. If you did not select the Beep check box, proceed to step 20 on page 63.
18. To indicate that a beep occurs only once, select Once.
19. To indicate that a beep occurs continuously until the statistic reaches an acceptable value,
select Continuously.
20. Click Save.

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Contact Center Manager Administration commissioning

Variable definitions
Name Description
IP multicast address The IP multicast addresses that you select for RSM
sending and receiving must be in the 224.0.1.0 to
239.255.255.255 range. Check with your network
administrator for acceptable IP multicast addresses
for your specific network.
Max agents When the number of agents who log on to the
application reaches this number, additional agents
who try to log on receive a message informing them
to try again later. Each connected Agent Desktop
Displays client is registered on the server. An
inactive Agent Desktop Displays client is
unregistered if it is idle for over three minutes. If you
leave this box empty, the system uses the default
and maximum value of 1000 agents. For
information about performance and sizing
requirements for Contact Center Manager
Administration, see Avaya Aura® Contact Center
Overview and Specification.
Refresh rate The minimum value that you can type in this box is
2 seconds. You must specify a value for the refresh
rate.
View mode Select one of the following view modes:
• Moving window—In moving window mode,
statistics represent the last 10 minutes of system
activity.
• Interval-to-date—In interval-to-date mode,
statistics are collected only for the current interval.
When the interval ends, data fields reset to 0 and
collection begins for the next interval. The interval
can correspond to a work shift or to another
system-defined period.

Updating the CCMA Administration user password

Before you begin
• Use System Control and Monitor Utility (SCMU) to stop all Contact Center Manager
Administration (CCMA) services.
• Reset Internet Information Services (IIS) (using the iisreset command) on the CCMA
server.

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 Verifying the Web Services

About this task

Update the CCMA Administration account password on your CCMA server using the IceAdmin
Password Change utility.
The CCMA Administration account is an administrator account for the CCMA server.
Procedure
1. Log on to the Contact Center server.
2. On the Apps screen, in the Avaya section, select Manager Administration
Configuration.
3. In the Avaya Applications Configuration window, in the left pane, expand Avaya >
Applications > IceAdmin Password Change.
4. In the right pane, click the IceAdmin Password Change icon.
5. In the Old Password box, type the current password for the CCMA Administration user
account.
Important:
If you use this utility for the first time, you cannot enter the old password because the
box is dimmed.
6. In the New Password box, type the new password for the CCMA Administration user
account.
7. In the Confirm Password box, type the new password again.
8. Click OK.
9. Use System Control and Monitor Utility (SCMU) to start CCMA.

Verifying the Web Services

About this task
Test the Web Services to ensure CCMA web services are running correctly.
Procedure
1. Start Internet Explorer.
2. Enter the following: https://<ccmaservername>/supportutil/
testwebservices.asp OR, if you turned off Web Services security, enter http://
<ccmaservername>/supportutil/testwebservices.asp.
The web services that appear in green are running correctly.

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Contact Center Manager Administration commissioning

Configuring Internet Explorer

About this task
Configure Internet Explorer to access Contact Center Manager Administration.
Install Microsoft Internet Explorer 10.0 or 11.0 (32 bit or 64 bit versions). Contact Center Manager
Administration supports both the 32 bit and 64 bit versions of Microsoft Internet Explorer.
Note:
You must run Internet Explorer in compatibility mode for Contact Center Manager
Administration and Communication Control Toolkit.
Procedure
1. Start Internet Explorer.
2. Click the Tools icon and select Internet Options.
3. In the Internet Options dialog box, click the Security tab.
4. Click the Trusted Sites icon.
5. Click Custom Level.
6. In the Security Settings dialog box for trusted sites, under the .NET Framework-reliant
components heading, select Enable for the following:
• Run components not signed with Authenticode
• Run components signed with Authenticode
7. Under the ActiveX controls and plug-ins heading, select Enable for the following:
• Automatic prompting for ActiveX controls
• Run ActiveX Controls and plug-ins
• Script ActiveX Controls marked safe for scripting
8. Under the Downloads heading, select Enable for the following:
• Automatic prompting for file downloads
• File download
9. Under the Miscellaneous heading, for Allow script-initiated windows without size or
position constraints, select Enable.
10. Under the Miscellaneous heading, for Allow websites to open windows without
address or status bars, select Enable.
11. Click OK.
12. If you enabled ActiveX options, when a message appears asking you to confirm your
choice, click Yes.
13. Click the Trusted Sites icon.

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 Configuring Internet Explorer

14. Click Sites.

15. In the Trusted sites dialog box, clear the Require server verification {https:} for all
sites in this zone check box.
16. In the Add this Web site to the zone box, type the server name (not the IP address) for
your Contact Center server.
OR
If you used the fully qualified domain name when you installed the Contact Center server,
in the Add this Web site to the zone box, type the fully qualified domain name.
17. Click Add.
18. In the Add this Web site to the zone box, type the server name (not the IP address) for
your Contact Center Multimedia server.
19. Click Add.
20. If your contact center includes a Predictive Reporting server, in the Add this Web site to
the zone box, type the server name (not the IP address) for your Predictive Reporting
server.
21. Click Add.
22. Click Close to return to the Internet Options dialog box.
23. Click the Privacy tab.
24. In the Pop-up Blocker section, select the Block pop-ups check box.
25. Click Settings.
26. In the Pop-up Blocker Settings dialog box, in the Address of website to allow box, type
the Contact Center Manager Administration URL.
The default URL is https://<server name> OR if you turned off Web Services
security, type http://<server name>, where <server name> is the name of the
Contact Center Manager Administration server.
27. Click Add.
28. Click Close.
29. In the Internet Options dialog box, click the Advanced tab.
30. Under Browsing, clear the Reuse windows for launching shortcuts check box.
31. If HTTPS and TLS are enabled, under Security, clear the Do not save encrypted pages
to disk check box.
32. Click OK to exit the Internet Options dialog box.
33. Restart Internet Explorer to activate your changes.

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Contact Center Manager Administration commissioning

Logging on to Contact Center Manager Administration for

the first time
Before you begin
• Configure Internet Explorer.
• Ensure that the Contact Center Manager Server (CCMS) name is registered either with the
Domain Name Service (DNS) or in the HOSTS table.
About this task
When you log on to Contact Center Manager Administration (CCMA) for the first time, you must
log on as the default administrator, webadmin. For security reasons, you must change the default
password when you first log on to the application. CCMA user passwords can contain only English
characters and special characters. Passwords must be at least eight characters long, and include
at least one number, at least one uppercase letter, at least one lowercase letter, and no spaces.
If you did not turn off Web Services security, you must install the Certificate Authority root
certificate on each CCMA Web client computer. If you are using TLS, the server name must be the
FQDN name that was used when generating the certificate in Security Manager.
Procedure
1. Start Internet Explorer.
2. In the Address box, type the server name. For example, type https://<server name>
OR, if you turned off Web Services security, type http://<server name>.

Important:
You must log on using the CCMA server name instead of the IP address.
3. Press Enter.
4. In the main logon window, in the User ID box, type the user name.
5. In the Password box, type the password.
6. Click Login.
7. On the Change Password window, in the Old password box, type the old password.
For information about default login values, see Avaya Aura® Contact Center Server
Administration.
8. In the New password box, type a new password.
CCMA user passwords can contain English characters and special characters only.
Passwords must be at least eight characters long, and include at least one number, at
least one uppercase letter, at least one lowercase letter, and no spaces.
9. In the Confirm password box, type the new password again.
You can modify the default password only. You cannot change the default user name,
webadmin.

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 Configuring Contact Center Manager Server Global Settings

Important:
If you lose or forget the new webadmin password, you cannot log on to CCMA as the
webadmin administrator. To avoid this scenario, in Access and Partition Management,
you can create a new user account with administrator rights, such as tempadmin. If
you forget or lose the new webadmin password, you can log on to the CCMA server as
tempadmin to change the password. If you forget all passwords for accounts with
administrator rights, please contact support to have the webadmin password reset.
10. Click Change Password.
11. In the main logon window, in the User ID box, type the user name.
12. In the Password box, type the new password.
13. Click Login.
14. Click OK.
15. In the Display Name box for the current CCMS, type the name of the server as you want it
to appear in the system tree in CCMA.
Contact Center automatically creates a display name that is the same as the server name.
16. In the Login ID box, type the sysadmin user name.
17. In the Password box, type the password for the CCMS. For information about default login
values, see Avaya Aura® Contact Center Server Administration.
18. If you receive a logon sequence error message, log on to Server Utility to check your user
name and password.
19. Click Submit.
The CCMA launchpad appears.

Variable definitions
Name Description
Contact Center Manager Administration Server The name of the Contact Center Manager
name Administration server.

Configuring Contact Center Manager Server Global

Settings
About this task
Configure Contact Center Manager Server Global Settings to setup Agent Order Preference,
Expected Wait Time algorithm, and the server designated for historical statistical data.

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Contact Center Manager Administration commissioning

Procedure
1. Log on to Contact Center Manager Administration.
If configured in Contact Center Manager Administration (CCMA) Security Settings, CCMA
displays the date and time of your last login and also the number of failed login attempts
since your last successful login.
2. On the Launchpad, click Configuration.
3. In the left pane, expand the Contact Center Manager Server on which to configure global
settings.
4. Select the Global Settings folder.
5. Configure the global settings for your system based on the fields listed in the Global
Settings window.
6. Click Submit.

Installing the Orchestration Designer client

About this task
Install the Orchestration Designer to manage Contact Center applications. Applications are used
to route contacts based on certain criteria from the contact such as skillset or customer name.
Perform the following procedure to ensure that the version of the Orchestration Designer that you
start from within the Contact Center Manager Administration application is current. You can also
install the Orchestration Designer on any client to work with script or flow applications without
affecting the Contact Center environment.
Procedure
1. Log on to Contact Center Manager Administration.
2. On the Launchpad, click Scripting.
3. In the Scripting window, on the menu, click Orchestration Designer, and then click
Launch Orchestration Designer.
4. On the message box requesting you to download a .msi file, click OK.
5. On the dialog box, click Run.
6. On the Orchestration Designer- InstallShield Wizard, click Next.
7. In the User Name box type a name.
8. In the Organization box type your company name.
9. Select one of the following options:
• Anyone who uses this computer (all users)
• Only for me (User Name)

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 Adding a Contact Center script or flow application

10. Click Next.

11. Accept the default Destination Folder.
OR
Click Browse to select a different location.
12. Click Next.
13. Click Install.
14. Click Finish.

Procedure job aid

You can find more information about the Orchestration Designer in Using Contact Center
Orchestration Designer.

Adding a Contact Center script or flow application

About this task
Add a Contact Center script or flow application to provide treatments for customer calls. Script
applications use commands to define call treatments. Flow applications use graphical flow chart
symbols to define call treatments.
Calls to the Contact Center are routed to a Master application for processing, treatments and
queuing to an appropriate skillset. Avaya Aura® Contact Center answers the customer call and
runs the Master application, and optional primary and secondary applications.
Applications contain instructions that determine the sequence of steps that a contact follows after
the contact arrives at Contact Center. These steps can include call treatments (such as music or
ringback), call routing (such as skill-based routing), or interaction with the caller (entering account
numbers). Applications perform two major functions: they define the path a contact follows, and
they provide treatments to a contact as the contact moves through Contact Center. You can also
use the applications to track and record information about each step in the progress of a contact,
and use this information to analyze how your contact center functions to improve service.
A primary application is an application run or referenced by the Master application. Contact Center
Manager Server records Master application and primary application actions in statistical records.
Statistics are not recorded for secondary applications.
Avaya recommends that you modify your application to check each call for useful data. If the call
has useful data or intrinsics such as CLID (Calling Line Identification), use this data to queue the
call to the most appropriate skillset. If the call does not have useful data, queue the call to the
appropriate default skillset.
You can use Contact Center Orchestration Designer to edit the script or flow applications.
Orchestration Designer is a graphical tool that you use to create applications.

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Contact Center Manager Administration commissioning

Procedure
Use the Orchestration Designer application to add a script or flow application. For more
information, see Using Contact Center Orchestration Designer.

Procedure job aid

You can use the Contact Center Orchestration Designer graphical tool to edit the Contact Center
script or flow applications.

Figure 9: Example of using Orchestration Designer

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Chapter 8: Single sign-on commissioning

Perform the procedures in this chapter to commission single sign-on (SSO) for Contact Center
Manager Administration.

Prerequisites for single sign-on commissioning

Procedure
• Install or upgrade the Contact Center software.
• Install System Manager.
• Read Avaya Aura® Contact Center Overview and Specification.
• Ensure that you have administrator privileges on the Contact Center server.
• Ensure that you have administrator privileges on System Manager.

Single sign-on commissioning procedures

About this task
This task flow shows you the sequence of procedures you perform to commission single sign-on
(SSO).

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Single sign-on commissioning

Figure 10: Single sign-on (SSO) commissioning procedures

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 Configuring communication between CCMA and System Manager

Configuring communication between CCMA and System

Manager
Before you begin
• Commission CCMA. See Contact Center Manager Administration commissioning on
page 53.
• Ensure that the System Manager server is a trusted site in Internet Explorer on the Contact
Center server.
About this task
Configure communication between Contact Center Manager Administration (CCMA) and System
Manager to ensure that the two applications work with each other.
Procedure
1. Log on to the Contact Center server.
2. On the Apps screen, in the Avaya section, select Manager Administration
Configuration.
3. In the Configuration window, in the left pane, expand Avaya and Applications.
4. Select Security Settings.
5. In the right pane, click Security Settings.
6. In the Security Details dialog box, choose the location of the System Manager that is your
primary security server.
7. In the Web Site Identifier list, select Default Web Site, 1.
8. For CCMA Server Protocol select https.
9. Accept the default IIS Port Number.
10. In the Security Server Details section, in the Security Server FQDN box, type the
System Manager FQDN.
11. In the Security Server Port Number box, type the security server port number.
12. In the Cache Interval box, type the number of local sessions of information cached on the
server.
13. Click Enable.
14. On the Information box, click Yes.
15. Click OK to accept the updates.
16. Click Close.

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Single sign-on commissioning

Variable definitions
Name Description
Security Details Select Other server to configure CCMA to use
System Manager as the primary security server for
SSO.
Security Server Details The fully qualified domain name for the System
Manager.
Cache Interval The number of local sessions of information cached
on the server.
Security Server Port Number The port number used on the System Manager for
communication with Contact Center Manager
Administration.
The default number is 8443.
CCMA Server Protocol The protocol used to communicate between
Contact Center Manager Administration and the
internet.
Select https: Contact Center deployments using
SSO support only https.

Mapping System Manager users to CCMA users

About this task
Map all System Manager users to Contact Center Manager Administration users to ensure the
single sign on feature is enabled for all applications.
When you create users in Contact Center Manager Administration, you can use this utility to map
CCMA users to System Manager users.
Procedure
1. Log on to the Contact Center server.
2. On the Apps screen, in the Avaya section, select Manager Administration
Configuration.
3. In the Configuration window, in the left pane, expand Avaya > Applications.
4. Select CCMA User Migration.
5. In the right pane, click CCMA User Migration.
6. Under Search Type, select Local Security Server or Domain.
7. If you selected Local Security Server, enter the username and password of a local
security server administrative user account.

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 Mapping System Manager users to CCMA users

8. Under Search Options, specify the details for the users you want to find.
OR
On the right side of the window, click List All.
9. Under the Map User Accounts list, select a configured System Manager account you
want to map.
10. Under the Unassigned CCMA Users list, select a CCMA user that you want to map to the
System Manager account.
11. Click Map User.
12. Click Save.
13. Click Close.

Variable definitions
Name Description
Search Type Search for users configured on the system.
Local Security Server—find all accounts configured
on the server.
Domain—find all external users on a domain, such
as an LDAP or database.
User ID Available only if you select Local Security Server.
Type the user name of a local security server user
account that has administrative privileges.
Password Available only if you select Local Security Server.
Type the password of the local security server user.
Domain Details: Server IP (or DNS) Available only if you select Domain.
Type the IP address or domain name of a server
from which to get the user names (For example, an
LDAP or user database server.)
Domain Account: User ID Available only if you select Domain.
Type a the user name of a domain user with
administrative privileges.
Domain Account: Password Available only if you select Domain.
Type the password for the domain user.

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Single sign-on commissioning

Starting the Contact Center Manager Administration client

using a secure account
Before you begin
• Map the Contact Center Manager Administration (CCMA) user accounts to the System
Manager accounts. See Mapping System Manager users to CCMA users on page 76.
• Ensure that the System Manager server is a trusted site in Internet Explorer.
About this task
Start the CCMA client with the specific URL for single sign-on.
Procedure
1. On the CCMA server, start Internet Explorer.
2. Type https://FQDN:<security port>.
3. Log on using a CCMA account that is mapped to a System Manager account.
4. If CCMA prompts you to change your password, change the password for the user
account.

Configuring communication between CCMA and the

backup System Manager
Before you begin
• Commission the CCMA server. See Contact Center Manager Administration
commissioning on page 53.
• Ensure that the backup System Manager server is a trusted site in Internet Explorer on the
Contact Center server.
About this task
Some deployments include a backup System Manager. If your system uses a backup System
Manager, configure communication between Contact Center Manager Administration (CCMA) and
the backup System Manager to ensure that the two applications work together.
Procedure
1. Log on to the Contact Center server.
2. On the Apps screen, in the Avaya section, select Manager Administration
Configuration.
3. In the Configuration window, in the left pane, expand Avaya and Applications.
4. Select Security Settings.

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 Configuring communication between CCMA and the backup System Manager

5. In the right pane, click Security Settings.

6. In the Resiliency Security Details box, select Failover Security Server.
7. Click Add.
8. In the Security Server Details section, in the Security Server FQDN box, type the
backup System Manager FQDN .
9. In the Port Number box, type the port number. The default is 8443.
10. Click Add.
11. Click Enable.
12. On the Information box, click Yes.
13. Click OK to accept the updates.
14. Click Close.

Variable definitions
Name Description
Security Details Select Other server to configure CCMA to use the
backup System Manager as the backup security
server for SSO.
Security Server Details The fully qualified domain name for the System
Manager.
Cache Interval The number of local sessions of information cached
on the server.
Security Server Port Number The port number used on the backup System
Manager for communication with Contact Center
Manager Administration.
The default number is 8443.
CCMA Server Protocol The protocol used to communicate between
Contact Center Manager Administration and the
internet.
Select https: Contact Center deployments using
SSO support only https.

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Chapter 9: High Availability single sign-on
commissioning

Perform the procedures in this chapter to commission the active Contact Center servers to
communicate with the active, standby, and geographic System Managers.
High Availability single sign-on configuration
In order to deploy single sign-on (SSO) in a High Availability (HA) solution, you must install and
configure a primary and standby System Manager. When configuring the Contact Center server on
which single sign-on is deployed, you must use a Fully Qualified Domain Name (FQDN).
If you have a geographic HA contact center solution, you can also use an optional geographic
System Manager on a remote site.

Prerequisites for High Availability single sign-on

commissioning
Procedure
• Install the active and standby Contact Center servers.
• Install the primary and standby System Managers.
• Optionally, install the geographic System Manager at a remote site.
• Read Avaya Aura® Contact Center Overview and Specification.
• Ensure that you have administrator privileges primary and standby Contact Center servers.
• Ensure that you have administrator privileges on the servers on the System Manager
servers.
• Ensure the primary and backup System Manager servers can ping each other using their
respective Fully Qualified Domain Names (FQDN).

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 High Availability single sign-on commissioning procedures

High Availability single sign-on commissioning

procedures
About this task
This task flow shows you the sequence of procedures you perform to commission single sign-on
for High Availability.

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High Availability single sign-on commissioning

Figure 11: High Availability single sign-on commissioning procedures

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 Configuring communication between CCMA and System Manager on the primary Contact Center server

Configuring communication between CCMA and System

Manager on the primary Contact Center server
Before you begin
• Commission Contact Center Manager Administration on the primary Contact Center server.
See Contact Center Manager Administration commissioning on page 53.
• Ensure that the System Manager servers are trusted sites in Internet Explorer on the Contact
Center server.
About this task
Configure communication between Contact Center Manager Administration and System Manager
to ensure that the two applications work with each other.
Procedure
1. Log on to the primary Contact Center server.
2. On the Apps screen, in the Avaya section, select Manager Administration
Configuration.
3. In the Configuration window, in the left pane, expand Avaya > Applications.
4. Select Security Settings.
5. In the right pane, click Security Settings.
6. In the Security Details dialog box, choose Other Server.
7. Select the Is this a High Availability setup? check box.
8. In the Contact Center Manager Administration (CCMA) Details section, in the CCMA
FQDN field, type the managed FQDN of your CCMA server.
9. In the Web Site Identifier list, select Default Web Site, 1.
10. For CCMA Server Protocol, if TLS is enabled, you can select https; otherwise, http is the
default.
11. Accept the default IIS Port Number.
12. In the Primary – Security Server Details section, in the Security Server FQDN field, type
the FQDN of your primary System Manager.
13. In the Security Server Port Number field, type the System Manager server port number.
14. In the Cache Interval field, type a number. This represents the number of local sessions of
information cached on the server.
15. In the Resiliency – Security Server Details section, select the Failover Security Server
check box.
16. Click Add.
17. On the Add Failover Server Details dialog box, in the Fully Qualified Domain Name
(FQDN) field, type the FQDN of the secondary System Manager.

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High Availability single sign-on commissioning

18. In the Port Number field, type the System Manager server port number.
19. Click Add.
20. If you have a geographic High Availability solution:
a. On the Security Details screen, click Add.
b. On the Add Failover Server Details dialog box, in the Fully Qualified Domain
Name (FQDN) box, type the FQDN of the geographic System Manager.
c. In the Port Number box, type the port number of the geographic System Manager.
d. Click Add.
Note:
Ensure the backup System Manager server appears first in the list.
21. Click Enable.
22. On the Information box, click Yes.
23. Click OK to accept the updates.
24. Click Close.

Configuring communication between CCMA and System

Manager on the standby Contact Center server
Before you begin
• Commission Contact Center Manager Administration on the primary Contact Center server.
See Contact Center Manager Administration commissioning on page 53.
• Ensure that the System Manager servers are trusted sites in Internet Explorer on the Contact
Center server.
About this task
Configure the communication information between Contact Center Manager Administration and
System Manager to ensure that the two applications work with each other.
Procedure
1. Log on to the standby Contact Center server.
2. On the Apps screen, in the Avaya section, select Manager Administration
Configuration.
3. In the Configuration window, in the left pane, expand Avaya > Applications.
4. Select Security Settings.
5. In the right pane, click Security Settings.

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 Configuring communication between CCMA and System Manager on the standby Contact Center server

6. In the Security Details dialog box, choose Other Server.

7. Select the Is this a High Availability setup? check box.
8. In the Contact Center Manager Administration (CCMA) Details section, in the CCMA
FQDN box, type the managed FQDN of your CCMA server.
9. In the Web Site Identifier list, select Default Web Site, 1.
10. For CCMA Server Protocol, if TLS is enabled, you can select https; otherwise, http is the
default.
11. Accept the default IIS Port Number.
12. In the Primary – Security Server Details section, in the Security Server FQDN box, type
the FQDN of your primary System Manager server.
13. In the Security Server Port Number box, type the System Manager server port number.
14. In the Cache Interval box, type a number. This represents the number of local sessions of
information cached on the server.
15. In the Resiliency – Security Server Details section, select the Failover Security Server
check box.
16. Click Add.
17. On the Add Failover Server Details dialog box, in the Fully Qualified Domain Name
(FQDN) field, type the FQDN of the secondary System Manager.
18. In the Port Number field, type the System Manager server port number.
19. Click Add.
20. If you have a geographic High Availability solution:
a. On the Security Details screen, click Add.
b. On the Add Failover Server Details dialog box, in the Fully Qualified Domain
Name (FQDN) box, type the FQDN of the geographic System Manager.
c. In the Port Number box, type the port number of the geographic System Manager.
d. Click Add.
Note:
Ensure the backup System Manager server appears first in the list.
21. Click Enable.
22. On the Information box, click Yes.
23. Click OK to accept the updates.
24. Click Close.
25. When the system switches from the Contact Center standby server to the active server, do
the following to reconfigure the Server Details settings:
a. Select Security Settings.

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High Availability single sign-on commissioning

b. In the Primary – Security Server Details section, in the Security Server FQDN box,
enter enter the FQDN of the failover System Manager that is displayed in the
Resiliency — Security Server Details section.
c. In the Resiliency – Security Server Details section, remove the server configuration.
d. In the Resiliency – Security Server Details section, clear the Failover Security
Server check box.
e. Click Save.

Configuring communication between CCMA and System

Manager on the geographic Contact Center server
Before you begin
• Commission Contact Center Manager Administration on the geographic Contact Center
server. See Contact Center Manager Administration commissioning on page 53.
• Ensure that the System Manager servers are trusted sites in Internet Explorer on the
geographic Contact Center server.
About this task
Configure communication between Contact Center Manager Administration and System Manager
to ensure that the two applications work with each other.
Procedure
1. Log on to the geographic Contact Center server.
2. On the Apps screen, in the Avaya section, select Manager Administration
Configuration.
3. In the Configuration window, in the left pane, expand Avaya > Applications.
4. Select Security Settings.
5. In the right pane, click Security Settings.
6. In the Security Details dialog box, choose Other Server.
7. Select the Is this a High Availability setup? check box.
8. In the Contact Center Manager Administration (CCMA) Details section, in the CCMA
FQDN box, type the managed FQDN of your CCMA server.
9. In the Web Site Identifier list, select Default Web Site, 1.
10. For CCMA Server Protocol, if TLS is enabled, you can select https; otherwise, http is the
default.
11. Accept the default IIS Port Number.
12. In the Primary – Security Server Details section, in the Security Server FQDN field, type
the FQDN of your primary System Manager.

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 Configuring communication between CCMA and System Manager on the geographic Contact Center server

13. In the Security Server Port Number field, type the System Manager server port number.
14. In the Cache Interval field, type a number. This represents the number of local sessions of
information cached on the server.
15. In the Resiliency – Security Server Details section, select the Failover Security Server
check box.
16. Click Add.
17. On the Add Failover Server Details dialog box, in the Fully Qualified Domain Name
(FQDN) field, type the FQDN of the geographic System Manager.
18. In the Port Number field, type the port number of the geographic System Manager server.
19. Click Add.
20. If you have a geographic High Availability solution:
a. On the Security Details screen, click Add.
b. On the Add Failover Server Details dialog box, in the Fully Qualified Domain
Name (FQDN) box, type the FQDN of the secondary System Manager.
c. In the Port Number box, type the System Manager server port number.
d. Click Add.
Note:
Ensure the geographic System Manager server appears first in the list.
21. Click Enable.
22. On the Information box, click Yes.
23. Click OK to accept the updates.
24. Click Close.
25. When the system switches from the Remote Geographic Node to the High Availability
campus site, do the following to reconfigure the Server Details settings:
a. On the Apps screen, in the Avaya section, select Manager Administration
Configuration.
b. In the left pane, click Avaya.
c. In the Avaya Applications Configuration window, select Security Settings.
The system displays the Security Details window.
d. In the Primary – Security Server Details section, in the Security Server FQDN box,
enter the FQDN of the failover System Manager that is displayed in the Resiliency —
Security Server Details section.
e. In the Resiliency – Security Server Details section, remove the server configuration.
f. In the Resiliency – Security Server Details section, clear the Failover Security
Server check box.

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High Availability single sign-on commissioning

g. Click Save.

Mapping System Manager users to CCMA users

About this task
Map all System Manager users to Contact Center Manager Administration users to ensure the
single sign on feature is enabled for all applications. When you create users in Contact Center
Manager Administration, you can use this utility to map CCMA users to System Manager users.
Procedure
1. Log on to the Contact Center server.
2. On the Apps screen, in the Avaya section, select Manager Administration
Configuration.
3. Select CCMA User Migration.
4. In the right pane, click CCMA User Migration.
5. Under Search Type, select Local Security Server or Domain.
6. If you selected Local Security Server, enter the username and password of a local
security server administrative user account.
7. Under Search Options, specify the details for the users you want to find.
OR
On the right side of the window, click List All.
8. Under the Map User Accounts list, select a configured System Manager account you
want to map.
9. Under the Unassigned CCMA Users list, select a CCMA user that you want to map to the
System Manager account.
10. Click Map User.
11. Click Save.
12. Click Close.

Configuring Internet Explorer for single sign-on

About this task
Configure Internet Explorer on each client in a HA deployment to access the single sign-on
security server on System Manager.

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 Logging on to CCMA for the first time using a secure account

Procedure
1. Start Internet Explorer.
2. Click the Tools icon and select Internet Options.
3. In the Internet Options dialog box, click the Security tab.
4. Click the Trusted Sites icon.
5. Click Custom Level.
6. Under the Miscellaneous heading in the Security Settings dialog box, select Enable for
Don’t prompt for client certificate selection when no certificates or only one
certificate exists.
7. When prompted with Are you sure you want to change the settings for this zone?,
click Yes.
8. Click the Trusted Sites icon.
9. Click Sites.
10. In the Trusted Sites dialog box, clear the Require server verification {https:} for all
sites in this zone check box.
11. In the Add this Web site to the zone box, type the server name (not the IP address) for
your System Manager server.
12. Click Add.
13. On the Internet Options dialog box, click the Advanced tab, and under Security, clear
the Do not save encrypted pages to disk check box.
14. Click OK.
15. Click Close.

Logging on to CCMA for the first time using a secure

account
Before you begin
• Map the Contact Center Manager Administration (CCMA) user accounts to the System
Manager accounts. See Mapping System Manager users to CCMA users on page 88.
• Ensure that the System Manager servers are trusted sites in Internet Explorer.
About this task
Start the CCMA client with the specific URL for single sign-on.
Procedure
1. On the CCMA server, start Internet Explorer.

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High Availability single sign-on commissioning

2. Type https://FQDN:<security port>. The default security port is 8443.

3. Log on using an account mapped to System Manager.
4. If you are prompted to change your password, change the password for the user account.

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Chapter 10: Contact Center Manager
Administration client
commissioning

After you install Contact Center Manager Administration server software, commission the client PCs
to access Contact Center applications. You must complete all the procedures in this section in
sequential order.

Prerequisites for client commissioning

Procedure
• Install or update the Contact Center server software.
• Install or update the required client applications.
• Install Microsoft Internet Explorer (32-bit or 64–bit versions). Contact Center Manager
Administration supports both the 32-bit or 64–bit versions of Microsoft Internet Explorer.

Configuring the display settings

About this task
Configure the display settings on each client PC so that all Contact Center Manager
Administration components such as reports appear correctly in the browser window.
Procedure
1. On the client PC, open the Control Panel.
2. Click Appearance and Personalization.
3. From the Font size list, select Normal.
Important:
If you do not select Normal, some items might not display correctly in the browser.

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Contact Center Manager Administration client commissioning

4. Click Apply.
5. Click OK.
6. Under Display, click Adjust screen resolution.
7. Configure the screen resolution to 1024 X 768.
Important:
Avaya recommends this resolution to accommodate Real-Time Display billboard
collections.
8. Click OK.
9. Under Display, click Make text and other items larger or smaller.
10. Ensure that the Smaller - 100% (default) option is selected.

Configuring Internet Explorer

About this task
Configure Internet Explorer on each client to access Contact Center Manager Administration.
Install Microsoft Internet Explorer (32 bit or 64 bit versions). Contact Center Manager
Administration supports both the 32 bit and 64 bit versions of Microsoft Internet Explorer.
Note:
You must run Internet Explorer in compatibility mode for Contact Center Manager
Administration and Communication Control Toolkit.
If you are using single sign-on (SSO) on your client, ensure that you add the System Manager
server as a trusted site in Internet Explorer.
Procedure
1. Start Internet Explorer.
2. Click the Tools icon and select Internet Options.
3. In the Internet Options dialog box, click the Security tab.
4. Click the Trusted Sites icon.
5. Click Custom Level.
6. In the Security Settings dialog box for trusted sites, under the .NET Framework-reliant
components heading, select Enable for the following:
• Run components not signed with Authenticode
• Run components signed with Authenticode

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 Configuring Internet Explorer

7. Under the ActiveX controls and plug-ins heading, select Enable for the following:
• Automatic prompting for ActiveX controls
• Run ActiveX Controls and plug-ins
• Script ActiveX Controls marked safe for scripting
8. Under the Downloads heading, select Enable for the following:
• Automatic prompting for file downloads
• File download
9. Under the Miscellaneous heading, for Allow script-initiated windows without size or
position constraints, select Enable.
10. Under the Miscellaneous heading, for Allow websites to open windows without
address or status bars, select Enable.
11. Click OK.
12. If you enabled ActiveX options, when a message appears asking you to confirm your
choice, click Yes.
13. Click the Trusted Sites icon.
14. Click Sites.
15. In the Trusted sites dialog box, clear the Require server verification {https:} for all
sites in this zone check box.
16. In the Add this Web site to the zone box, type the server name (not the IP address) for
your Contact Center Manager Administration server.
OR
If you used the fully qualified domain name when you installed Contact Center Manager
Administration on the Contact Center Manager Administration server, in the Add this Web
site to the zone box, type the fully qualified domain name.
17. Click Add.
18. In the Add this Web site to the zone box, type the server name (not the IP address) for
your Contact Center Multimedia server.
19. Click Add.
20. If your contact center includes a Predictive Reporting server, in the Add this Web site to
the zone box, type the server name (not the IP address) for your Predictive Reporting
server.
21. Click Add.
22. Click Close to return to the Internet Options dialog box.
23. Click the Privacy tab.
24. In the Pop-up Blocker section, select the Block pop-ups check box.

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Contact Center Manager Administration client commissioning

25. Click Settings.

26. In the Pop-up Blocker Settings dialog box, in the Address of website to allow box, type
the Contact Center Manager Administration URL.
The default URL is https://<server name> OR if you turned off Web Services
security, type http://<server name>, where <server name> is the name of the
Contact Center Manager Administration server.
27. Click Add.
28. Click Close.
29. In the Internet Options dialog box, click the Advanced tab.
30. Under Browsing, clear the Reuse windows for launching shortcuts check box.
31. If HTTPS and TLS are enabled, under Security, clear the Do not save encrypted pages
to disk check box.
32. Click Apply.
33. Click OK to exit the Internet Options dialog box.
34. Restart Internet Explorer to activate your changes.

Configuring display settings in Internet Explorer

About this task
Configure display settings for Western European (ISO) countries in Internet Explorer to properly
view characters and windows.
Procedure
1. Open Internet Explorer.
2. On the Internet Explorer window, press the ALT key.
The menu bar appears.
3. Click View > Encoding > Western European (ISO).
4. Close Internet Explorer.

Adding Internet Explorer to the firewall exceptions list

Before you begin
• Ensure that the Windows Firewall/Internet Connection Sharing (ICS) is running.

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 Installing the ActiveX Controls

About this task

Add Internet Explorer to the firewall exceptions list to ensure data can move between the clients
and the server for reporting.
Procedure
1. On the client PC, open the Control Panel.
2. Click System and Security.
3. Under Windows Firewall, click Allow an app through Windows Firewall.
4. Click Allow another app.
5. On the Add an app window, select Internet Explorer and click Add.
6. Click OK.

Installing the ActiveX Controls

Before you begin
• Configure the Web browser to enable initialize and script ActiveX Controls not marked as
safe. See Configuring Internet Explorer on page 92.
About this task
Install the ActiveX Controls.msi file on each client as an administrator if your company security
policy prevents agents from logging on to clients as administrator.
The ActiveX controls are rules that specify how applications share information using the Web
browser. In Contact Center, ActiveX controls allow communication between the clients and servers
to report data and display information from the database.
Controls downloaded using the ActiveX Controls.msi file do not appear in the Internet Explorer
Downloaded Program Files window.
Procedure
1. Read the Contact Center Release Notes to obtain the location of the latest ActiveX
Controls.msi file for your Contact Center release.
2. Log on to the client PC with administrator privileges.
3. Copy the ActiveX Controls.msi file to a location on the client PC.
4. In the location of the the ActiveX Controls.msi file on the client PC, double-click ActiveX
Controls.msi to begin the installation.
5. Click Next.
6. Select a Destination Folder or accept the default installation folder.
7. Click Next.
8. In the Ready to Install the Program window, click Install.

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Contact Center Manager Administration client commissioning

9. Click Finish.
10. Repeat steps 2 to 9 for each client.

Applying the ActiveX Controls

Before you begin
• Install the ActiveX.msi controls on your client. See Installing the ActiveX Controls on page 95.
• Ensure that you have administrator privileges to apply the ActiveX Controls.msi file to clients
by using an SMS server or Group Policy.
• Configure the Web browser to enable initialize and script ActiveX Controls not marked as
safe. See Configuring Internet Explorer on page 92.
About this task
Apply the ActiveX Controls.msi file you installed to the clients in your Contact Center to permit
communication between the clients and servers in your network.
Because installation procedures performed through an SMS system can vary from one company
to the next, this procedure offers general guidelines only.
In addition to using an SMS server, a system administrator can install this package on clients
within the same domain using the Windows Group Policy.
For details, see the documentation on the Microsoft website at www.microsoft.com.
Procedure
1. Read the Contact Center Release Notes to obtain the location of the latest ActiveX
Controls.msi file for your Contact Center release.
2. Log on to the SMS server with administrator privileges.
3. Copy the ActiveX Controls.msi file to a location on the SMS server.
4. Double-click ActiveX Controls.msi to run the installation and install the files on all SMS
client PCs in your network.

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Chapter 11: Communication Control Toolkit
commissioning for AML-based
Contact Center

Use the procedures in this section to commission the Communication Control Toolkit (CCT) software
in your AML-based Contact Center. You must complete all the procedures in this section in
sequential order.

Prerequisites to CCT commissioning for AML-based

Contact Center
Procedure
• Read Avaya Aura® Contact Center Overview and Specification.
• Install the Contact Center software.
• Commission Contact Center Manager Server (CCMS) and Contact Center Manager
Administration (CCMA).

Confirming that the CCT services start

About this task
Confirm that the Communication Control Toolkit services start so you can configure the
Communication Control Toolkit database.
Procedure
1. Log on to the Contact Center server.
2. On the Apps screen, in the Avaya section, select System Control and Monitor Utility.
3. Select the CCT tab.
4. Confirm that the Communication Control Toolkit services are running.

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Communication Control Toolkit commissioning for AML-based Contact Center

5. If a Communication Control Toolkit service is not running, re-start CCT.

6. Close the System Control and Monitor Utility.

Adding Communication Control Toolkit to CCMA

Before you begin
• Obtain a user ID and password with administrative privileges for the Contact Center Manager
Administration (CCMA) client application. Only an administrator can add a server.
• Know the computer name of the server to add.
• To add Communication Control Toolkit (CCT), you must first have added Contact Center
Manager Server (CCMS) with Open Queue enabled.
• Ensure you know the CCT Tomcat website port number. The default CCT Tomcat website
port number is 8081.
About this task
Add CCT to CCMA then associate it to CCMS, to administer CCT from the CCMA client
application.
Procedure
1. Log on to CCMA.
2. On the Launchpad, click Configuration.
3. From the Server menu, click Add Server.
4. In the right pane, in the Server Name box, type the computer name of the server.
5. Press Tab. The server IP address automatically appears in the IP Address box and the
system automatically assigns a display name that is the same as the server name.
6. To use a different display name, in the Display Name box type the name of the CCT
server as you want it to appear in the system tree in Contact Center Manager
Administration.
7. In the Password box, type your password.
8. From the Type list, select CCT.
9. In the CCT Website: Port Number box, type the port number of the Communication
Control Toolkit server website.
10. From the Associated CCMS Servers list, select the Contact Center Manager Server with
which to associate Communication Control Toolkit.
11. Click Submit.
12. In the left pane, expand the CCT name to access it.

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 Configuring the Avaya Communication Server 1000 service provider

Configuring the Avaya Communication Server 1000

service provider
Before you begin
• Understand the server provider details for the switch.
About this task
Configure the Avaya Communication Server 1000 service provider details to enable connection to
the PABX. A polling message is sent every ten seconds to monitor the connection to the PABX.
The polling interval detail is configured in the Avaya Communication Server 1000 service provider
details. The default polling time is ten seconds.
Procedure
1. Log on to Contact Center Manager Administration server.
2. Start Communication Control Toolkit Web Administration client.
3. In the resource menu, select Providers.
The details of the providers appear.
4. From the list of providers, select Passive.
5. In the Basic Provider Information section, in the Passive Name box, type the Provider
name.
Important:
The provider name must be Passive.
6. In the IP Address box, type the IP address of the provider.
7. In the Port box, type the port number.
8. In the Provider Configuration section, from the Transport list, select TCP.
9. In the Customer Number box, type the customer number.
10. From the CS1000 Software Release list, select the software release of your Avaya
Communication Server 1000.
11. In the Call Data Life Span (minutes) box, type the required value in minutes.
12. Select or clear the Disable Copy of Data to Consult Call check box.
13. In the CS1000 Home location Code (HLOC) box, type the HLOC value.
14. In the Network IVR Port box, type the port value.
15. In the Initialization Timeout (seconds) box, type the Initialization timeout setting in
seconds.
16. In the Command Timeout (seconds) box, type the Command timeout setting in seconds.
17. Select Save.

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Variable definitions
Name Description
Provider Name Name of the Provider, Passive.
IP Address In a Contact Center environment, the IP address of
the CCMS.
Port In a Contact Center environment, the default port
value is 3000. TLS references this port for CCT-IVR
integration.
Transport Transport protocol, default is TCP.
Customer Number The customer number for the switch. If multiple
customers are configured, you must specify a
specific one in this box.
CS1000 Software Release The release number of Avaya Communication
Server 1000 software.
Call data Call data is the information attached to calls routed
from the switch.
The Life Span default is 10 minutes. This value
must be less than the time it takes to recycle the
Avaya Communication Server 1000 Call IDs.
Use the Disable copy of call data to consultative
call check box to avoid copying call data during
consultative calls. When you select this option, you
can copy call data when calls are transferred or
conferenced for local transfers and conferences.
However, selecting this option does not allow you to
copy call data for calls that are transferred or
conferenced to an Avaya Aura® Contact Center
network node.
CS1000 Home Location Code (HLOC) Avaya Communication Server 1000 Home Location
Code (HLOC) of the switch is the address digits that
specify a location node.
Network IVR Port Port for the CCT network call attached data and for
IVR call attached data. CSTAPILS references this
port for CCT-IVR integration. The default port value
is 2000.
Table continues…

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 Importing workstations from the domain

Name Description
Timeout in Seconds Initialization—The length of time that the service
provider waits to establish communication with the
switch before generating an error. The default and
minimum value is 32 seconds. If you use a large
number of lines, you must increase this value
accordingly.
Command—The length of time that the service
provider waits for a command response before
generating an error. The default and minimum value
is 10 seconds.

Importing workstations from the domain

Before you begin
• A local administrator must have access to the contact center domain to import domain
resources to the CCT Console. Ensure the local administrator has access to the contact
center domain.
About this task
All Contact Center applications are in a contact center domain. Import workstations from the
contact center domain to the Contact Center server using the Import Workstations tool.
Procedure
1. Log on to the Contact Center server.
2. On the Apps screen, in the Avaya section, select CCT Console.
3. Expand Communication Control Toolkit.
4. Click Import Work Stations.
5. From the Search Type list, select All WorkStations.
6. Select the workstations to import from the Available Work Stations list.
7. Click Add.
8. Click OK.

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Communication Control Toolkit commissioning for AML-based Contact Center

Importing Avaya Communication Server 1000 data

Before you begin
• Establish a terminal emulator connection from a server (not the Communication Control
Toolkit server) or workstation to the PABX. The terminal emulator must be capable of
capturing text.
• Know the user ID and password to log on to the Avaya Communication Server 1000.
• Apply all Avaya Communication Server 1000 patches, specifically patch MPLR26704. Patch
MPLR26704 significantly reduces the time to import address and terminal information into a
text file. Only information that is relevant to Communication Control Toolkit is imported.
• Only PABX keys that are AST and IAPG enabled are imported.
About this task
The CCT Import Avaya Communication Server 1000 Data tool allows users to do two things:
• Perform the first step of the import process, convert data capture text file to an XML file. This
is done by un-checking the Automatically import data after conversion checkbox (this is
checked by default).
• Perform both steps of the import process, convert text file to XML file and import data to the
database. This is done by leaving the default setting of the Automatically import data after
conversion check box.
Converting the text file to an XML file allows you to carry out testing of the data import facility
without modifying the database contents and enables you to postpone the actual import of the
data to an off peak time. The intermediate XML data file generated can be imported at a later
stage using the CCT Data Import/Export Tool, by selecting the Standard XML format option.
Before importing the Avaya Communication Server 1000 data to CCT, you must first retrieve the
data from the switch. To do this, capture the Avaya Communication Server 1000 data required to
configure Communication Control Toolkit to a text file.
Do not use the Communication Control Toolkit server to import the information directly from the
switch.
Procedure
1. On a client computer, use the terminal emulator to connect to the Avaya Communication
Server 1000.
2. Configure the terminal emulator to capture text, and specify a location for the text file.
3. At the Avaya Communication Server 1000 prompt in the terminal emulator, type logi
admin1 to log on to the PABX.
4. Type your user ID and your password for the switch.
5. If the prompt is not present, continue to press Enter until the prompt appears.
6. On the terminal emulator, start the capture text function.
7. Type these commands at the following prompts:
>LD 20
REQ: PRT

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 Importing Avaya Communication Server 1000 data

TN: TNB
TN: Press enter
CDEN: Press enter
CUST: 0 (or the customer number)
DATE: Press enter
PAGE: ON
DES: Press enter

Downloading information from the Avaya Communication Server 1000 overlay can take a
several minutes.
8. To return to the prompt, enter **** (Shift + 8888).
9. Press Enter.
10. If you want to monitor CDNs for custom applications, type these commands at the
following prompts:
>LD 23
REQ: PRT
TYPE: CDN
CUST: 0 (or the customer number)
CDN: Press enter

The information is downloaded from the overlays.

11. On the terminal emulator, stop the capture text function.
12. Type logo.
13. Copy the text file to the Communication Control Toolkit server.
14. Log on to the Communication Control Toolkit server.
15. On the Apps screen, in the Avaya section, select CCT Console.
16. Expand Communication Control Toolkit.
17. Expand Bulk Provisioning.
18. Select Import CS 1000 Data.
19. Select Passive for the Avaya Communication Server 1000 Provider.
20. Select Input File. This opens a file explorer to select the Avaya Communication Server
1000 data capture file you created.
21. Select the Avaya Communication Server 1000 data capture file, and click Open. A default
path and file name is shown in Output file, change this if necessary.
22. To import the data into the database select Automatically import data after conversion.
23. In the Actions pane on the right hand side, select Convert/Import. A progress bar in the
Status area indicates the progress made by the tool in three phases:
• Conversion of the data capture file
• Generation of the output file
• Import of the data into the database

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24. The status area displays data imported and the conversion results, including the number of
TNs, DNs, and CDNs found. If applicable, a list of errors are also displayed. This list
includes line numbers where the errors were discovered in the supplied data capture file.
Important:
An error dialog shows errors in the conversion step. The error dialog appears prior to
beginning the automatic import. The user can choose to cancel the import step or
proceed.
Next steps
The conversion process adds all terminal information downloaded from the CS 1000 PABX to the
Symposium TAPI SP database. Some of this information is not required for Contact Center. Use
the CCT WebAdmin tool to remove TNs or Addresses that are not used by contact center agents.

Adding an AML agent in CCMA

Before you begin
• Ensure that you have a domain user account for your Contact Center domain with privileges
to list the domain users.
• You must have the appropriate access class to access and work in this window. If you cannot
open part of the window that you need to work with, ask your administrator to update the
access class assigned to you. To work with all sections of this window and add and edit all
types of users, you need the Add/Edit/Delete Agents and Supervisors access level.
• Add CCT server to CCMA configuration.
• Log on to CCMA. For more information, see Avaya Aura® Contact Center Client
Administration.
• Open the Contact Center Management component.
About this task
Create AML agents on the CCMA server and associate them with the appropriate contact center
windows users. Use this procedure to add one agent to your Contact Center for testing purposes.
To add multiple agents, see Avaya Aura® Contact Center Client Administration.
Application Module Link (AML) is an internal protocol used by Contact Center Manager Server to
communicate directly with Avaya Communication Server 1000.
Procedure
1. In the left pane, click the Contact Center Manager Server under which to add the agent.
2. From the Add menu, select Agent.
3. In the New Agent Details window, enter the following mandatory information about the
agent:
• First name

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 Adding an AML agent in CCMA

• Last name
• Login ID
• Primary supervisor
• Call presentation
• Threshold
4. Enter any optional information about the agent (for example, Title, Department, or
Comments).
5. If you want to create a CCT user for this agent, select Create CCT Agent.
6. If you selected Create CCT Agent, click Associate User Account, and complete the
Associate User Account fields to create a CCT user for this agent.
7. If this agent uses the multiplicity feature on Agent Desktop, select a multiplicity
presentation class from the Multiplicity Presentation Class list.
If multiplicity is not enabled, the Multiplicity Presentation Class list does not appear.
8. If Open Queue is enabled on the Contact Center Manager Server, click the Contact Types
heading.
If Open Queue is not enabled, the Contact Types section does not appear.
9. Select the check box beside each Contact Type to assign to the agent.
10. Click the Skillsets heading.
11. In the Skillsets area, click List All to list all skillsets configured on the server.
If you do not see a skillset to which you need access, it might be because it is not included
in your partition. Contact your administrator and request that the administrator add the
skillset to the partition assigned to you.
12. From the Priority list for each skillset to assign to the agent, select the priority level or
select Standby to put the agent in standby mode for this skillset.
Priority levels range from 1 to 48, with 1 being the highest priority for the skillset.
Important:
With a Open Queue-enabled Contact Center Manager Server, you can only assign
skillsets to an agent that belongs to the same contact type.
13. If you have administrator privileges, you can add this new agent to the partitions assigned
to the agent's supervisor (instead of having to do so in Access and Partition Management).
Click the Partitions heading.
The list of partitions configured on the server appears.
14. Select the check boxes beside the partitions to which to add the new agent.
15. Click Submit to save your changes.

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Variable definitions
Name Description
First Name The first name of the user. The first name is
mandatory for all users and can be a maximum of
30 characters long.
Last Name The last name of the user. The last name is
mandatory and can be a maximum of 30 characters
long.
Title The title for the user. The title is optional and can be
up to 40 characters long.
Department The user's department. The department is optional
and can be up to 40 characters long.
Language Select the language preference for the user.
Language selection is mandatory for all users.
Comment Comments you have about the user. Comments are
optional and can be up to 127 ASCII characters in
length. The 127 character limit might be lower when
using non-ASCII characters.
User Type Select the user type. This value is mandatory.
Select the agent user type:
Agents are users who are assigned skillsets and
who answer contacts in the Contact Center. All
agents must be assigned to a supervisor.
Login ID The number that the user enters to log on to the
phone. This value is mandatory for all users.
For the Avaya Communication Server 1000, the log
on ID can be a maximum of 16 digits long.
Personal DN The directory number where the agent can receive
personal calls. The personal DN is optional and can
be up to 7 digits long.
ACD Queue Use this field to assign an ACD Queue to the agent
for calls defaulted and when you use Queue to
NACD. An Agent can log into any phone and the
default ACD Queue automatically updates to the
appropriate queue for the agent.
Table continues…

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 Adding an AML agent in CCMA

Name Description
ACD Queue Error This is a read-only field. When you assign ACD
Queue to an agent that is logged in, the following
error message is returned from Avaya
Communication Server 1000 or Contact Center
Manager Administration:
“Agent is required to login again for the ACD Queue
to be assigned.”
Create CCT Agent If CCMS is associated with CCT, select this box to
display the Associate User Account fields. This field
is not mandatory on an AML-enabled Contact
Center.
Primary Supervisor The agent's supervisor. You can choose from all
supervisors configured on the server to which you
are currently logged on.
Agent Key The number on the supervisor's phone
corresponding to the agent's phone. This key
enables the supervisor to communicate with the
agent.
This field is not applicable nor available when
connected to a SIP server.
Login Status The current status of the agent (Logged In or
Logged Out), which is useful when you want to
quickly reassign agents to skillsets. This data is
read-only.
Call Presentation The call presentation class to assign to this agent.
The call presentation class determines whether the
agent can take a break between calls, whether the
agent can put DN calls on hold for incoming ACD
calls, and whether the agent phone shows that the
agent is reserved for a network call.
Call Presentation is mandatory for all users with
agent and supervisor/agent capability.
Multiplicity Presentation Class The multiplicity presentation class to assign to this
agent. The multiplicity presentation class
determines the type and number of Multimedia
contacts an agent can have open simultaneously on
Agent Desktop.
If multiplicity is not enabled, the Multiplicity
Presentation Class list does not appear.
Threshold The threshold class to assign to this user.
The threshold class is mandatory for all users with
agent and supervisor/agent capability.
Table continues…

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Communication Control Toolkit commissioning for AML-based Contact Center

Name Description
Tn Name The Terminal Number at which the agent's phone is
wired into the PABX. This box displays a value only
if the agent is logged on; it is blank if the agent is
logged off.
Search local operating system Select if you want the user to be able to log on
using accounts from the operating system on the
local server (i.e., the CCMA server). Select this for a
single-server install.
Applies only to supervisor/agents and agents.
Search local security server If you implemented single sign-on (SSO) on this
Contact Center deployment, select to search for
users on the System Managerserver.
Applies only to supervisors and supervisor/agents.
Search domain users Select to search for users from the Contact Center
domain.
Applies to all user types.
Domain Details - Server IP (or DNS) If you select Search domain users, enter the IP
address of the domain controller from which you
want to select the user account (mandatory).
Domain Details - Specify Domain Account Select to allow you to specify a user account with
which to search the domain as an authenticated
domain user.
Domain Account If you select Specify Domain Account, complete the
following:
• (Domain\User ID)–enter the domain user name to
use to authenticate on the domain. This user must
have the correct privileges to list domain users.
• Password–enter the password for the user name
you want to use to authenticate on the domain.
• Base DN or Domain–enter the FQDN of the
domain from which you want to select the user
account (mandatory).
• Use Secure Connection–select to search over a
secure connection. Mandatory if the domain
requires secure access.
• Port Number–if the domain controller is not using
the default port, enter the port number. If you
selected Use Secure Connection, you must
specify the secure port here (the default for
domain controllers is 626).
Table continues…

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 Assigning resources in Contact Center

Name Description
Search all user accounts where Select the domain user field to search on. You can
search on the user Last Name, First Name, Group
Name, or User ID.
starts with Enter a string with which you want to search user
accounts. The search matches this string only
against the start of the selected user account field.
and includes Select from this list to refine your search to return:
• all users–lists all users in the domain.
• available users only–lists only the users in the
domain that are not already associated with a
supervisor or an agent.
Search Click to search for users in the domain that match
your search criteria. The Results grid appears and
displays the domain users matching the search.
List All List everything in the domain without applying
search criteria.
Results Display the users returned by your search. Click on
a user to associate the account with this supervisor
or supervisor/agent. You can associate only those
users where the Status is Available.

Assigning resources in Contact Center

About this task
Resources in CCT are users, terminals, addresses, and workstations. Create the contact center
agents in CCMA before assigning resources in CCT. Creating the contact center agents in CCMA
stores the contact center windows user and agent information to the CCT database. This ensures
all the data needed for assigning resources is in the CCT database, ready for configuration.
To enable CCT to work in a contact center follow the basic configuration:
• assign a terminal to one or two addresses
• assign a terminal to a workstation
• assign a terminal to a user.
Make configuration changes quickly in your contact center by organizing users, terminals and
addresses into groups. This allows you to map your resource groups to functional roles in your
contact center.
Use the Communication Control Toolkit Web Administration client to assign resources.
Procedure
1. Log on to Contact Center Manager Administration server.

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2. Start the Communication Control Toolkit Web Administration.

3. Click the resource type, such as Users or Workstations.
4. Click the single resource to configure.
5. Select one of the Resource Assignments to assign to this resource.
6. Select the appropriate resources from those in the Available Resources column.
Click each resource to select more than one resource or resource group. Select the
resource again to clear it.
7. Click the Right Arrow to move the selected resource and resource groups to the
Assigned Resources column.
8. Click Save.

Example of assigning resources

About this task
In a hotdesking configuration, CCT the resources are configured into groups.
Create a terminal group called hotdesking_terminals and assign all terminals to this group.
Procedure
1. Log on to the CCMA server.
2. Start the Communication Control Toolkit Web Administration client.
3. Select Groups.
4. Select Terminal Groups.
5. Select the hotdesking_terminals terminal group.
6. Select the all terminals in the Available Resources column.
Click each resource to select more than one resource.
7. Click the Right Arrow to move the selected terminals to the Assigned Resources
column.
8. Click Save.

Configuring Hotdesking
Before you begin
• Create agents on the CCMA server and associate them with domain users.
• Assign each terminal to a workstation.

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 Verifying CCT using the Reference Client

• Add terminals to a terminal group.

• Ensure that all terminals have a correctly mapped address.
About this task
In a contact center an agent might not have a fixed desk and phone. An agent might pick a desk
that is not being used and log into the phone and workstation. An agent must be able to log on to
any phone and workstation in this environment.
In a hotdesking environment using any configured workstation, agents can control the terminal
and addresses associated with that workstation.
To enable hotdesking in CCT, a Windows user is assigned to multiple terminals; each terminal is
assigned to it’s respective workstation. The user’s terminal is determined by the workstation that
the user logs on to, as shown in the following example.
• Terminal_1 maps to workstation_1.
• Terminal_2 maps to workstation_2.
For example, assume that User _1 is assigned to Terminal_1 and Terminal_2 and the
respective addresses. If User_1 logs on to workstation_2, then the user also logs on to
Terminal_2.
Procedure
1. Place all select terminals for hotdesking into a terminal group.
2. Ensure that all terminals have a correctly mapped address.
3. Place all select users for hotdesking into a user group.
4. Assign the terminal group from step 1 to the user group from step 4 with the automatic
mapping of addresses check box cleared.
5. Assign each terminal to a workstation.
Important:
You can assign a terminal to only one workstation.

Verifying CCT using the Reference Client

Before you begin
• Create a Windows user for testing.
• Configure CCT for your contact center.
About this task
Verify Communication Control Toolkit configuration by using the Reference Client to ensure that all
resources are available and accessible to route contacts for CCMS. The Reference Client is an
installation testing tool; do not deploy it for production contact center use.

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Procedure
1. Log on to the Communication Control Toolkit server with the Local Administrator user ID
and password.
2. On the Apps screen, in the Avaya section, select Contact Center Ref Client.
3. In the Server Settings dialog box, click OK.
4. From the Session menu, choose Connect.
5. In the User Credentials dialog box, select either the Current Windows User or specify a
User ID, Domain and Password.
6. Click OK.
7. In the Available Devices box, select the address you want to use for the test call.
8. Enter the Destination Address in the text box to the right of the Originate button.
9. Click Originate. The destination address shows a Local State of Ringing in the Reference
Client.
10. Select the Ringing Address on the Reference Client, and click Answer.
11. Release the call.

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Chapter 12: Contact Center Multimedia
commissioning

Commission the Contact Center Multimedia to manage multimedia contacts in your Avaya Aura®
Contact Center. You must complete all the procedures in this section in sequential order.

Contact Center Multimedia server commissioning

prerequisites
About this task
• Configure Open Queue as a feature in the Contact Center Manager Server installation.
• Configure Communication Control Toolkit on the Contact Center Manager Server
configuration window.
• Commission Communication Control Toolkit.
• Apply the most recent service packs for Contact Center Multimedia. See Upgrading and
patching Avaya Aura® Contact Center.

Providing local users with the Log on as a service right

About this task
Provide local users with the log on as a service right to ensure that administrators and the agents
in your Contact Center have access to the Agent Desktop application.
Procedure
1. Log on to the Contact Center server.
2. On the Start screen, click Administrative Tools.
3. Click Local Security Policy.
4. In the left pane, click Local Policies.
5. In the right pane, double-click User Rights Assignment.

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Contact Center Multimedia commissioning

6. In the right pane, double-click Log on as a service.

7. Click Add User or Group.
8. Click Locations.
9. In the Locations dialog box, select the Contact Center Multimedia server name from the
list.
10. Click OK.
11. In the Enter the object name to select box, type IUSR.
12. Click Check Names to verify that the user name exists on the local computer.
13. Click OK.
14. Click Apply to save the changes.
15. Click OK.
16. Close the Local Security Settings window.

Variable definitions
Name Description
IUSR An Internet Information Services (IIS) account used
for all communication between the Multimedia
server and the Contact Center Agent Desktop over
HTTP.

Verifying that Contact Center Multimedia services start

Before you begin
• Log on to the Contact Center Multimedia (CCMM) server.
About this task
Verify that Contact Center Multimedia services start to ensure that contacts are routed
immediately after the server restarts for any reason.
Procedure
1. On the CCMM server, on the Start screen, click Administrative Tools.
2. Double-click Services.
3. Next to CCMM License Service, verify that the status is Started and the startup type is
Automatic.

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 Adding the multimedia servers to Contact Center Manager Administration

4. Next to CCMM Starter Service, verify that the status is Started and the startup type is
Automatic.
5. Verify that the following services started:
• CCMM Multimedia Contact Manager
• CCMM OAM service
• CCMM Campaign Scheduler service
• CCMM Phonebook Service
6. If the contact center has licenses for email or outbound contacts, verify that the following
services started:
• CCMM Email Manager
• CCMM Email Scheduler Service
• CCMM POM Blending Service
• CCMM POM Proxy Service
• CCMM POM Reporting Service
7. If any service does not start, in the Services window, right-click the service name, and then
click Start.

Adding the multimedia servers to Contact Center Manager

Administration
Before you begin
• Obtain a user ID and password for the Contact Center Manager Administration client
application.
• Know the computer name of the server to add.
About this task
Add the servers necessary to manage multimedia contacts to the Contact Center Manager
Administration to provide reporting and connectivity support.
Procedure
1. Log on to the Contact Center Manager Administration server.
2. Log on to Contact Center Manager Administration.
3. On the Launchpad, click Configuration.
4. On the configuration menu, select Server > Add Server.
5. From the Type list, select CCMM.

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Contact Center Multimedia commissioning

6. In the Server Name box, type the computer name of the Multimedia server.
7. Press the Tab key.
The server IP address automatically appears in the IP Address box.
8. In the Display Name box, type the name of the Multimedia server as you want it to appear
in the system tree in Contact Center Manager Administration.
Contact Center automatically assigns a display name that is the same as the server name.
To enter a different display name, you must enter a unique name.
9. To add a Contact Center Multimedia server, in the Login ID box, type mmReport.
10. In the Password box, type mmRep.

Important:
You must change this password if the system sends a message that contains a logon
request for validation.
11. Click Submit.
12. Click the plus symbol (+) beside the server name to access the server.
13. In the left pane, select the Contact Center Manager Server with which you want to
associate the Contact Center Multimedia server.
14. Right-click the Contact Center Manager Server and then click Edit Properties.
15. Under Associated Reporting Server, select the check box next to the current active
Contact Center Multimedia server name.
16. Click Submit.

Variable definitions
Name Description
Login ID For Contact Center Multimedia, the Login ID
corresponds to the user in running historical reports
in Contact Center Manager Administration. This
user is configured in the Multimedia database and
has access to data within that database. The Login
ID is always mmReport.
Password For Contact Center Multimedia, the default
password is mmRep. To change this password, use
the Contact Center Multimedia Administrator.

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 Logging on to the Multimedia Administration tool for the first time

Logging on to the Multimedia Administration tool for the

first time
Before you begin
• Obtain a user ID and password for the Contact Center Manager Administration client
application.
About this task
Log on to the Contact Center Multimedia Administration tool to configure the Contact Center.
Procedure
1. Log on to the Contact Center server.
2. Start Internet Explorer.
3. In Internet Explorer, click the Tools icon and select Internet Options.
4. Click the Security tab.
5. Select the Trusted sites icon and click Sites.
6. Under Add this website to the zone, type the name of the Contact Center Multimedia
(CCMM) server.
7. Click Add.
8. Click Close.
9. Click OK.
10. Log on to the Contact Center Manager Administration client with administrative privileges.
11. On the Launchpad, click Multimedia.
12. In the left pane, select the Contact Center Multimedia server to which you want to log on.
13. Select Install Prerequisite Software, and click Launch Multimedia Client.
14. On the Internet Explorer window, click Run.
The Contact Center Multimedia Administration tool appears.

Configuring server settings

Before you begin
• Ensure that you understand for which contact types your Contact Center is licensed.
• Install the required software on your Web server and email servers (if applicable).

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Contact Center Multimedia commissioning

About this task

Configure the Contact Center application servers, Web communications, and email servers to
ensure that you can connect the Contact Center Multimedia server to the external servers for
handling email, voice mail, fax, scanned documents, and Web communications contacts.
Certain server types appear by default because the install required the details for these servers.
Additionally you can add the following server types:
• CallPilot Server
• Communication Manager Server
• Communication Manager Standby Server
• Geographic Standby CCT Server
• Inbound POP3 or IMAP Server
• Outbound SMTP Server
• Secondary Predictive Application Server
• TSP Dialer
Important:
• Contact Center Multimedia supports only adding a maximum of five POP3 or IMAP
servers as inbound email servers and five SMTP servers as outbound email servers. You
can have a mix of email servers that have POP3 or IMAP protocols for receiving email
messages and SMTP protocol for sending email messages with a mix of TLS,
STARTTLS, and no security channels.
• If you are using SSO to access Contact Center Manager Administration, you must
ensure that the entry for the CCMA server Hostname uses the FQDN.
Procedure
1. Log on to Contact Center Manager Administration with administrator privileges.
2. On the Launchpad, click Multimedia.
3. In the left pane, select the server to which you want to log on.
4. Click Launch Multimedia Client.
5. In the left column, select General Administration.
6. Click Server Settings.
7. Select the server to update, and click Edit.
8. In Edit Server, type the details for the server.
9. Click Save.

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 Configuring server settings

Variable definitions
Name Description
Server Name The host name of the server.
Server Port The communications port number for the server.
Server Type Choose the server type, for example; CCT, CCMS,
License Manager, or Standby CCT.
Backup Server The standby license server name.
MCMC Event Port The Multimedia Contact Management Client port
number.
Primary Hostname The host name of the primary email server.
Required for Outbound SMTP and Inbound POP3
or IMAP server types.
Port Number The server port that CCMM uses to communicate
with the server. Required for Outbound SMTP,
Inbound POP3 or IMAP, Secondary Predictive
Application, and Geographic Standby CCT server
types.
Secondary Hostname The host name of the optional secondary email
server. Available for Outbound SMTP and Inbound
POP3 or IMAP server types.
SMTP Authentication Enable or disable SMTP Authentication. Required
for Outbound SMTP Server.
Username The LDAP Server access account name. Required
for Directory LDAP and Phonebook LDAP server
types.
Password The LDAP Server access account
password.Required for Directory LDAP and
Phonebook LDAP server types.
Search base The LDAP base search string. Required for
Directory LDAP and Phonebook LDAP server types.
Polling Interval (hrs) The LDAP polling interval. Required for Directory
LDAP and Phonebook LDAP server types.

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Contact Center Multimedia commissioning

Configuring an LDAP server for Agent Desktop voice

contacts
Before you begin
• Ensure that the LDAP server that you use for voice contacts is commissioned and
operational.
Important:
To retrieve contacts from the LDAP server, ensure that the Enable Address Book
Retrieval check box is selected.
About this task
Configuring a Lightweight Directory Access Protocol (LDAP) server provides agents using Agent
Desktop with a list of contacts during a voice call.
Important:
Avaya Agent Desktop Phonebook (PhonebookLDAPData.zip) displays voice contacts only
if contacts have a telephone number associated with their profiles in Active Directory.
Procedure
1. Log on to the Contact Center Manager Administration server.
2. Open the Contact Center Manager Administration application.
3. Type your user ID and password.
4. On the Launchpad, click Multimedia.
5. In the left pane, select the server to which you want to log on.
6. Click Launch Multimedia Client.
7. In the left column, select General Administration.
8. Click Server Settings.
9. Click New.
10. In the Server Type list, select the Phonebook LDAP Server option.
11. In the User field, type the user name for the administrator on the Phonebook LDAP server
in the format domain name\user name.
12. In the Password field, type the password for the administrator on the Phonebook LDAP
server.
13. In the Polling Interval box, type the polling interval, in hours, for the interval between polls
for the email server lookup.
14. In the Search Base field, specify the precision of the Phonebook LDAP search.

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 Configuring the multimedia license type

For example, in a large enterprise of tens of thousand of people, it is not advisable to

search for all users. In such a case, use a more restrictive search base, such as search for
names in the local workgroup.
15. Click Edit Server to change the properties of the Phonebook LDAP server.
16. In the Server Name box, type the server name.
17. In the Server Port box, type the port number for the server.
18. Select Use TLS if you want Agent Desktop to communicate securely with the Phonebook
LDAP server. The server specified must support TLS.
19. Click Save.
20. Click Test to test the user name, password, and search base, by connecting to the
configured server to retrieve contacts.
21. Click Save.

Variable definitions
Name Description
Server Name The host name of the server.
Server Port The communications port number for the server.
Server Type The server type, for example; CCT, CCMS, License
Manager, or Standby CCT.
Enable Address Book Retrieval To retrieve contacts from the LDAP server, ensure
that the Enable Address Book Retrieval check box
is selected. This check box is selected by default.
Username The LDAP Server access account name. Username
must be in the format <domainname>\<username>
(for example, europe\adminuser) or
<username>@<domainname> (for example,
adminuser@europe.com).
Password The LDAP Server access account password.
Search base The LDAP base search string.
Polling Interval (hrs) The LDAP polling interval.

Configuring the multimedia license type

About this task
Configure the license type for the Contact Center Multimedia server. The license you choose must
match the system license purchased for your contact center.

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Contact Center Multimedia commissioning

Nodal licensing is for single sites of Contact Center; corporate licensing enables multiple sites.
Procedure
1. Log on to the Contact Center Manager Administration server.
2. Open the Contact Center Manager Administration application.
3. Type your user ID and password.
4. On the Launchpad, click Multimedia.
The system opens the CCMM Administration application.
5. In the left column, click General Administration.
6. Click General Settings.
7. Under License Type, select the type of license used in your contact center.
8. Under RTD Multicast Configuration, in the Multicast IP box, type the Multicast send IP
address from Contact Center Manager Server.
9. Under RTD Multicast Configuration, in the Port box, type the skillset port number from
Contact Center Manager Server.
10. Click Save.

Configuring email recipient addresses

Before you begin
• Ensure that you understand for which contact types your Contact Center is licensed.
About this task
Configure the recipients in your contact center to handle email, voice mail, fax, scanned
documents, and SMS contacts. Each type of contact is scanned and attached to an email that is
received by the contact center and routed. You must configure the recipient mailboxes to ensure
the contacts are routed.
Note:
This procedure does not apply to voice-only solutions.
Procedure
1. Log on to the Contact Center Manager Administration server.
2. Open the Contact Center Manager Administration application.
3. Type your user ID and password.
4. On the Launchpad, click Multimedia.
5. In the left pane, select the server to which you want to log on.

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 Configuring email recipient addresses

6. Click Launch Multimedia Client.

The system opens the CCMM Administration application.
7. In the left column, select E-mail.
8. Click Recipient Addresses.
9. Click New.
10. From the Mailbox Type list, select Mail Store or Alias.
11. Enter the mailbox details.
12. Click Save.

Variable definitions
Name Description
Display name The name to appear in the Email From address.
E-mail Domain The domain for your email server.
Mail Store or Alias Select the Mail Store or Alias option.
• Select Mail Store to include the email mailbox in
the set of mailboxes from which incoming email is
retrieved.
• Select Alias to configure this mailbox as an alias.
The address of an alias can be used in rules
configuration and outbox mapping, but a recipient
box configured as an alias address not contain
email.
Table continues…

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Contact Center Multimedia commissioning

Name Description
Mailbox Name The name of the mailbox that receives incoming
email to the Contact Center.
If the Contact Center Multimedia server is not in the
same domain as the email server, you must also
include the domain. Include the domain in the
format domain\user (Windows 2000) or
user@domain (post- Windows 2000) in the Mailbox
Name box.
Example: To enter the email address
sales@avaya.com, in the Mailbox Name box, type
sales, and in the E-mail Domain box, type
avaya.com.
Example: To enter the email address
sales@europe.avaya.com, in the Mailbox Name
box, type europe\sales or
sales@europe.avaya.com, and in the E-mail
Domain box, type europe.avaya.com.
Password Confirm The password for your mailbox.
When you change a password on the email server,
you must update this password in the Multimedia
Administrator.
Inbound (POP3 or IMAP) Server The name of the email server, either POP3 or IMAP,
that handles email messages coming into the
Contact Center.
Inbound Mail Threshold The maximum number of email messages the
mailbox can accept every time it scans the
database. You can enter a different value for this
variable for each mailbox. The default value is 10.
Rule Group The name of the rule group that applies to this
recipient mailbox.
Outbound (SMTP) Server The name of the mail server that handles email
messages leaving the Contact Center.
Use alternative user name for SMTP Authentication Select this box if you are configure an inbox as an
alias. If SMTP authentication is enabled on your
email Server, and you use aliases, you log on to the
SMTP server with a different user name.
Table continues…

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 Configuring email attachment file locations

Name Description
Username The logon name for the SMTP server.
You can have mailboxes on multiple email servers.
You can have multiple email servers for email or fax
messages, load balancing, and managing email
subtypes. Each email server is polled for the
mailboxes that it hosts. Configure additional email
servers using the Server Configuration window. For
instructions about configuring additional email
servers, see Avaya Aura® Contact Center Server
Administration.

Configuring email attachment file locations

About this task
Configure the locations for inbound and outbound email attachments.
Note:
This procedure does not apply to voice-only solutions.
Before you begin
• Avaya recommends that you enforce a limit on the incoming attachment size on your email
servers, based on your business requirements. This helps prevent the use of storage on the
CCMM server by SPAM email messages with large attachments.
Procedure
1. Log on to the Contact Center Manager Administration server.
2. Open the Contact Center Manager Administration application.
3. Type your user ID and password.
4. On the Launchpad, click Multimedia.
5. In the left pane, select the server to which you want to log on.
6. Click Launch Multimedia Client.
The system opens the CCMM Administration application.
7. In the left column, select E-mail.
8. Click General Settings.
9. Under Attachment Files, in the Inbound URL box, type the URL for files attached to
inbound email messages.
10. Under Attachment Files, in the Inbound Share box, type the share location for files
attached to inbound email messages.

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Contact Center Multimedia commissioning

11. Under Attachment Files, in the Outbound URL box, type the URL for files attached to
outbound email messages.
12. Under Attachment Files, in the Outbound Share box, type the share location for files
attached to outbound email messages.
13. Click Save.

Variable definitions
Name Description
Inbound URL The URL for files attached to inbound email
messages. For contact centers using the Avaya
Aura® Contact Center High Availability feature,
Avaya recommends using:
http://<managedIPAddress>/InboundAttachment
Where managedIPAddress is the managed IP
address of the CCMM server.
Inbound Share The share location for files attached to inbound
email messages.
Avaya recommends using:
<driveLetter>:\Avaya\Contact Center\Email
Attachments\Inbound
Outbound URL The URL for files attached to outbound email
messages. For contact centers using the Avaya
Aura® Contact Center High Availability feature,
Avaya recommends using:
http://<managedIPAddress>/OutboundAttachment
Where managedIPAddress is the managed IP
address of the CCMM server.
Outbound Share The share location for files attached to outbound
email messages.
Avaya recommends using:
<driveLetter>:\Avaya\Contact Center\Email
Attachments\Outbound

Configuring the multimedia skillsets

Before you begin
• Ensure that you understand for which contact types your Contact Center is licensed.

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 Configuring the MIME types

• Configure the route points in Contact Center Manager Administration that you plan to use for
the multimedia skillsets.
About this task
Configure multimedia skillsets to ensure that you can route multimedia contacts in your contact
center. Multimedia contacts include email, fax, scanned documents, SMS text messages, voice
mail, Web communications, and outbound contacts.
You must configure a route point for each default skillset, and add any other skillset you intend to
use for routing contacts.
Note:
This procedure does not apply to voice-only solutions.
Procedure
1. Log on to the Contact Center Manager Administration server.
2. Open the Contact Center Manager Administration application.
3. Type your user ID and password.
4. On the Launchpad, click Multimedia.
5. In the left pane, select the server to which you want to log on.
6. Click Launch Multimedia Client.
The system opens the CCMM Administration application.
7. In the left column, select General Administration.
8. Click Skillset Settings.
9. Select the skillset to update.
Important:
You must configure at least one skillset for each type of contact for which your contact
center is licensed. You must configure the default skillset.
10. In the Route Point box, select a Route Point for the skillset.
11. Repeat step 7 and step 8 for each default skillset.

Configuring the MIME types

Before you begin
• Install Contact Center Multimedia server software.
• Log on to the Contact Center Multimedia server.

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Contact Center Multimedia commissioning

About this task

Configure the Multipurpose Internet Mail Extension (MIME) types to ensure that agents can
access email message attachments.
In Agent Desktop, agents can access only attachments with extensions listed in the Internet
Information Services (IIS) MIME Types. The extensions listed in this procedure are the minimum
required for email messages accessed in Agent Desktop. If agents in your contact center need
access to files with extensions not listed in the IIS MIME Types, add those additional types.
Procedure
1. On the Start screen, click Administrative Tools.
2. Double-click Computer Management.
3. In the Computer Management dialog box, expand Services and Applications > Internet
Information Services > Sites.
4. Select Default Web Site.
5. Under IIS, select MIME Types.
6. Double-click MIME Types.
7. On the Actions list on the right, click Add.
8. In the File name extension box, type .dic.
9. In the MIME Type box, type application/octet-stream.
10. Click OK.
11. On the Actions list on the right, click Add.
12. In the File name extension box, type .eml.
13. In the MIME Type box, type application/octet-stream.
14. Click OK.
15. On the Actions list on the right, click Add.
16. In the File name extension box, type .dat.
17. In the MIME Type box, type application/octet-stream.
18. Click OK.
19. On the Actions list on the right, click Add.
20. In the File name extension box, type .msg.
21. In the MIME Type box, type application/octet-stream.
22. Click OK.
23. Close the Computer Management window.

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 Configuring the client OS setting for Citrix deployments

Variable definitions
Name Description
Extension The minimum Multipurpose Internet Mail Extension
(MIME) types required by Agent Desktop are:
• .dic
• .eml
• .dat
• .msg
If agents in your contact center need access to files
with extensions not listed in the IIS MIME Types,
add those additional extensions.
MIME Type The Multipurpose Internet Mail Extension (MIME)
information required by Agent Desktop: application/
octet-stream.

Configuring the client OS setting for Citrix deployments

About this task
Configure Contact Center Multimedia to support Agent Desktop in Citrix deployments. If your
contact center solution does not use Citrix, skip this procedure.
Procedure
1. Log on to Contact Center Manager Administration with administrator privileges.
2. On the Launchpad, click Multimedia.
3. In the left pane, select the server to which you want to log on.
4. Click Launch Multimedia Client.
5. In the left column, select Agent Desktop Configuration.
6. Click Common Settings.
7. Select Suppress OS not supported popup.
8. Click Save.

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Contact Center Multimedia commissioning

Adding an email address of an administrator in CCMM

Dashboard
Before you begin
• Ensure that the Extended Email Capacity feature is disabled in Contact Center.
About this task
Add an email address of an administrator so that the administrator receives notifications when the
number of email messages in the queue is approaching the threshold. If the number of email
messages that have the New status is more than 10 000 in a standalone CCMM configuration and
4 000 in a co-resident configuration, Email Manager sends an email to the administrator to enable
the Extended Email Capacity feature.
Procedure
1. Log on to the Contact Center server.
2. On the Apps screen, in the Avaya section, select Multimedia Dashboard.
3. In the Administrator e-mail address (for notifications) field, type the email address of
the administrator to whom you want Email Manager to send notification messages.
4. Click Save.

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Chapter 13: Agent Desktop client
commissioning

Commission each Avaya Agent Desktop client in your Avaya Aura® Contact Center to run the Avaya
Agent Desktop application.

Prerequisites for Agent Desktop client commissioning

Procedure
Install Contact Center Multimedia and Agent Desktop.

Agent Desktop client commissioning procedures

About this task
This task flow shows you the sequence of procedures you perform to commission or set up the
Agent Desktop clients.

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Agent Desktop client commissioning

Figure 12: Avaya Agent Desktop client commissioning procedures

Configuring hotdesking
Before you begin
• Log on to Contact Center Manager Administration.
About this task
Configure hotdesking in your Contact Center so that an agent can sit at any desk and log on to
Agent Desktop.

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 Configuring the pop-up window for a Citrix environment

With hotdesking enabled and configured, when agents start Agent Desktop, they automatically
map to the relevant terminal and addresses without user intervention.
If you use a Citrix environment, you must configure the prompt for the workstation. For more
information, see Configuring the pop-up window for a Citrix environment on page 133.
Procedure
1. Start the CCMM administration utility.
2. In the left column, select the Multimedia server on which you want to configure agent
hotdesking.
3. In the left column, select Agent Desktop Configuration.
4. Choose General Settings.
5. Under Hot Desking, select the Enabled check box.
6. Click Save.

Configuring the pop-up window for a Citrix environment

Before you begin
• Log on to Contact Center Manager Administration.
About this task
If you are deploying agents in a Citrix environment, configure the pop-up window to allow each
agent to log on to their computer using their own user ID and password.
Procedure
1. Start the CCMM administration utility.
2. In the left column, select Agent Desktop Configuration.
3. Click General Settings.
4. Under Hot Desking, select the Prompt for workstation check box.

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Chapter 14: Hot Standby High Availability
Voice and Multimedia Contact
Server commissioning

This section describes how to configure hot standby High Availability (HA) for a pair of Voice and
Multimedia Contact Servers, which include Contact Center Manager Server (CCMS),
Communication Control Toolkit (CCT), and Contact Center Multimedia (CCMM), in a campus with
the following:
• Hot standby AML-based contact center with an Avaya Communication Server 1000 PABX.
You must complete all the procedures in this section in sequential order.
Hot Standby High Availability campus server commissioning overview:
In a Voice and Multimedia Contact Server HA configuration, one server is the active server and one
is the standby server. The active Voice and Multimedia Contact Server actively processes scripts
and contacts and records statistics. The standby server shadows the active server. The standby
server copies all configuration changes made on the active server and monitors the active server
status. If the active server fails, the standby server performs a switchover to become the active
server, and starts processing contacts.
The active and standby Voice and Multimedia Contact Servers are part of the same Avaya Aura®
Contact Center and they must be in the same subnet IP address range for campus High Availability
resiliency to work.
The standby server must be configured the same as the active server. The standby and active
servers must have the same patch level and the same hard disk drive partitions. Configuration
changes made to the active Voice and Multimedia Contact Server during normal operation are
automatically copied to the standby server so that the standby server can take over processing from
the active server when necessary.
Hot standby High Availability (HA) is configured using the High Availability Utility.
In a High Availability campus Voice and Multimedia Contact Server AML-based solution, a CCMS or
CCT monitored critical service failure, or a CCMS, CCT, or CCMM hardware, network, or database
failure can initiate a switchover but only in the following situations:
• The switchover check box on both servers is selected.
• The standby server is shadowing the active server.
• A valid license file containing standby server license information for CCMS, CCT and CCMM
exists to allow switchover.

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 If the Contact Center Administrator uses the Windows Service Control Manager (SCM) or System
Control and Monitor Utility (SCMU) to stop a monitored service on an Active server, a switchover
does not occur.
Remote Geographic Node:
The High Availability feature supports a Remote Geographic Node server. A Remote Geographic
Node server is similar to a standby server but it is used only to shadow data from the active server—
it has no other responsibility. The Remote Geographic Node does not automatically take over if the
active system fails. If the standby server and active server are in the same building, then a Remote
Geographic Node on a remote site provides additional data protection by maintaining a remote copy
of the configuration and statistical information.
Managed IP Address:
A Managed IP address is a virtual IP address that is attached to a network adapter on the active
server. Each High Availability application server is assigned a static IP address. After the active
server in each replication pair is determined, the active server attaches a Managed IP address to
the network interface. The managed IP address is only assigned to the active server and it is used
by all other contact center applications and clients to connect to that application. The standby server
assumes this same managed IP address if it takes over processing and becomes the active
application. The active server stops using the Managed IP when it stops being the active server.
High Availability Utility:
Configure High Availability resiliency for CCMS, CCT and CCMM using the High Availability Utility in
the Database Utilities. The High Availability Utility is used to configure which server is the active,
which is the standby server and which is the Remote Geographic node server. The HA utility also
configures the Managed IP of the active server.
The High Availability Utility on an Active Server has the following dialogs under the Configuration
tab:
• Server Mode
- Configure the IP address for the Active and Standby servers
- Configure the IP address for Trusted server
- Configure the IP address for the Remote Geographic Node
- Identify if the server is Active, Standby, or a Remote Geographic Node
- Enable Automatic Switchover
- Configure the switchover time-out. This is the wait time if a network outage occurs before an
automatic switchover occurs
- Temporally set as Non-HA
• Notifications
- Configure an email server for email notifications
- Configure where and how often to send email notifications
- Configure the email character set

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Hot Standby High Availability Voice and Multimedia Contact Server commissioning

• System
- Display information on the system status
- Verify that shadowing is running
The High Availability utility on an Active Server has the following dialogs under the Tasks tab:
• CC Applications
- Start or stop the system
- Enable or disable CC applications
- Enable or disable switchover on the CC applications
- Display system information
• CC Configuration
- Monitor application service status
- Define which application services are stopped or started
- Configure how often a service restarts before switching over to the standby server
• System Control
- Initiate a manual switchover for the Active Server
- Initiate Standby Server shadowing

Prerequisites
Procedure
• The active and standby servers must meet the planning and engineering specifications. For
more information, see Avaya Aura® Contact Center Overview and Specification.
• Ensure unused Network Interface Cards (NICs) are disabled.
• The Voice and Multimedia Contact Server is installed on the Active and Standby servers
using the same drive specification on each server.
• CCMS is configured on the Active Server. For more information, see Contact Center
Manager Server commissioning on page 43.
• Ensure the third-party networking utility is installed. For more information, see Installing the
third-party networking utility on page 50.
• CCMA is configured on the Active Server. For more information, see Contact Center
Manager Administration commissioning on page 53.
• CCT is configured on the Active Server. For more information, see Communication Control
Toolkit commissioning for Contact Center on page 97.
• CCMM is configured on the Active Server. For more information, see Contact Center
Multimedia commissioning on page 113.

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 High Availability commissioning checklist

• The Active and Standby Server have a valid standby server license file.
• Ensure the Voice and Multimedia Contact Server is on a domain. This is to allow the CCT
clients automatically re-connect after a switchover.
• Before you commission High Availability, use System Control and Monitoring Utility (SCMU)
to shut down all CCMS and CCT services on both the active and standby servers.

High Availability commissioning checklist

The following is a list of key configuration items required for High Availability commissioning in an
AML-based contact center environment.
Item Your value Description
Ensure that Contact Center is High Availability is a licensed feature and
licensed for High Availability is enabled when you purchase a standby
server license.
Active server host name The name of your AACC active server.
Active server CLAN IP The CLAN IP address of your AACC active
address server.
Active server ELAN IP The ELAN IP address of your AACC active
address server.
Standby server host name The name of your AACC standby server.
Standby server CLAN IP The CLAN IP address of your AACC
address standby server.
Standby server ELAN IP The ELAN IP address of your AACC
address standby server.
Managed name The managed name of your AACC server.
Managed CLAN IP address The managed CLAN IP address of your
AACC server.
Managed ELAN IP address The managed ELAN IP address of your
AACC server.
Using Hosts file or DNS? If you are using the Hosts files to resolve
Managed names to Managed IP
addresses, ensure that you add the
Managed names and Managed IP
addresses to the Hosts file.
Trusted IP address Avaya recommends that you use the IP
address of some part of your IT
infrastructure, that is always available to
respond to a ping request, as the Trusted
IP address.
Table continues…

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Item Your value Description

RGN server host name The name of your AACC Remote
Geographic Node (RGN) server.
RGN server CLAN IP The CLAN IP address of your AACC RGN
address server.
RGN server ELAN IP The ELAN IP address of your AACC RGN
address server.
Using email notification? You can enable automatic email
switchover notifications to alert the Contact
Center administrator. When enabled, the
specified email address receives an
automatic email which provides switchover
information to the recipient.
SMTP Server name The name of your SMTP server for email
notification after an automatic switchover
occurs.
Email Username The log on name of an email user
configured on the email server.
Email Password The password of an email user configured
on the email server.
Email address to send The email address that the email
notifications from notification is sent from.
Email address to send The email address that the email
notifications to notification is sent to.
Database backup location The location of the shared folder where
you store database backups. This must not
be a folder on the active or standby
servers.

Resolving the Managed name to the Managed IP address

About this task
Complete the following procedure to resolve the Managed server name to the Managed IP
address. If the server has two network interfaces, apply these settings to the CLAN network
interface. Each Contact Center server in a domain requires a DNS static entry.
Important:
Avaya Aura® Contact Center High Availability solutions do not support Dynamic DNS.
Ask your System Administrator to add a Domain Name System (DNS) static entry for the active
and standby servers and one additional DNS static entry for the each Managed name and
associated Managed IP address.

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 Configuring CCMM General Administration

In High Availability solutions using local WebLM, the managed IP address must be lower than the
active and standby server IP addresses. For example, if the active server IP address is 1.2.3.4
and the standby server IP address is 1.2.3.5, the managed IP address is 1.2.3.3.
A typical High Availability campus solution with a pair of HA servers requires 3 DNS static entries;
one DNS static entry for the active server, one DNS static entry for the standby server, and one
DNS static entry for the Managed name and associated IP address.
If your solution is going to have a Remote Geographic Node (RGN) server, ask your System
Administrator to add a Domain Name System (DNS) static entry for the RGN server.
Perform this procedure on the active server. Perform this procedure on the standby server if you
have one. Perform this procedure on the RGN server if you have one.
Procedure
1. Log on to the active server.
2. Open Windows Explorer.
3. Go to the folder C:\Windows\system32\drivers\etc.
4. Double-click on the hosts file, select Open, and select Notepad.
The hosts file opens in Notepad.
5. Add the Managed IP address and the Managed server name to the hosts file.
Important:
The Managed server name can be a full name or netbios server name.
6. If you have a standby server, repeat the above steps on the Standby server.
7. If you have an RGN server, repeat the above steps on the RGN server.

Configuring CCMM General Administration

Before you begin
• Log on to the Contact Center Manager Administration application.
About this task
In a multimedia-enabled solution Avaya Agent Desktop client software is typically downloaded
from Contact Center Multimedia (CCMM). Avaya Agent Desktop then communicates with Contact
Center Multimedia to handle email based contacts. Avaya Agent Desktop communicates with
Communication Control Toolkit (CCT) to handle voice contacts.
In a multimedia-enabled High Availability solution, use the CCMM Administration tool to configure
standby CCMM and CCT details. Avaya Agent Desktop client software downloads these standby
CCMM and CCT details and communicates with these, if it cannot communicate with the active
CCMM and CCT.

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Important:
Changes to the CCMM Server Settings might require a server restart before they take effect.
Procedure
1. Click Multimedia.
2. In the left column, select General Administration.
3. Click Server Settings.
4. Ensure that Contact Center Manager Server is configured with the managed IP address
of the Voice and Multimedia Contact Server High Availability pair.
5. Ensure that Contact Center License Server is configured with the managed IP address
or managed name of the Voice and Multimedia Contact Server High Availability pair.
6. Ensure that Contact Center Manager Administration is configured with the managed
name of the Voice and Multimedia Contact Server High Availability pair.
7. Ensure that Contact Center Multimedia Server is configured with the Managed IP
address of the Voice and Multimedia Contact Server High Availability pair.
8. If your solution has a Remote Geographic Node Voice and Multimedia Contact Server,
enter its name or IP address in the Geographic Standby CCMM Server box.
9. Ensure that Communication Control Toolkit Server is configured with the Managed IP
address or managed name of the Voice and Multimedia Contact Server High Availability
pair.
10. Ensure that Standby CCT Server is not configured.
11. If you are using a Remote Geographic Node server, configure the Geographic Standby
CCT Server. If the Geographic Standby CCT Server does not exist, click New to create
one.
12. Configure CC Web Stats. If the Contact Center Web Statistics Server details do not exist
and your solution uses Web Statistics, click New. Use the managed IP address of the
optional Web Statistics server. The default port number is 9086.
13. In the left column select E-mail.
14. Click General Settings.
15. Ensure that the Inbound URL is of the form http://<ManagedIPAddress>/
inboundattachment.
16. Ensure that the Outbound URL is of the form http://<ManagedIPAddress>/
outboundattachment.

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 Verifying services are ready for High Availability

Verifying services are ready for High Availability

About this task
Verify that all Contact Center services stop before you configure High Availability. This ensures
that all PBX resources are available to the Active server when it starts.
Perform this procedure on the Active and Standby servers.
Procedure
1. Log on to the Active server.
2. On the Apps screen, in the Avaya section, select System Control and Monitor Utility.
3. On the Contact Center tab, click Shutdown Contact Center.
4. Wait until all the Contact Center applications show a status of Shut down.
5. Close the System Control and Monitor Utility window.
6. Repeat this procedure on the Standby server.

Configuring High Availability on the Active Server

About this task
Configure High Availability resiliency on the Active Server using the High Availability Utility. The
Active Server is the server that normally processes calls.
Procedure
1. Select one server to be the active server and log on.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Configuration.
4. Double-click Server Mode.
5. Under Server Mode Configuration, select Active.
6. Under Server Mode Configuration, select the Switchover check box.
7. Under Server Mode Configuration, in the text box, type the maximum length of time the
network connectivity tests can continue to fail consecutively before corrective action is
considered.
8. Under Server Mode Configuration, from the drop down list, select the unit of time for the
network connectivity tests.
9. Under IP Configuration, type the Managed IP, CLAN and ELAN IP addresses.
10. Under IP Configuration, type the Active Server details, CLAN and ELAN IP addresses.

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11. Under IP Configuration type the Standby Server details, CLAN and ELAN IP
addresses.
12. In the Address box, type the IP address of the Trusted IP server.
13. In the Address box, type the IP address of the optional Remote Geographic Node.
14. Click Save.
A system message box appears. You must stop the system before you save any
information.
15. Click Yes to stop the system.
Important:
Enter the ELAN IP information only if the system has an Embedded LAN (ELAN)
subnet configured. Once you enter the ELAN IP information in the High Availability
Utility, you cannot switch back to a single subnet system. In order to successfully
achieve this, you must switch back to a single subnet system before High Availability is
configured.

Variable definitions
Name Description
Server Mode Configuration - Network Timeout The High Availability—Network Timeout value sets
the maximum length of time the network
connectivity test can continue to fail before
corrective action is considered. The default value is
60 seconds.
Avaya recommends that you set Network Timeout
high enough to be tolerant of normal network
latency, but low enough to be responsive if a failure
occurs.
Managed IP The virtual Managed IP (MIP) address that is used
by the Active Server for High Availability.
The Active Server is always assigned the MIP. If a
switchover occurs the MIP is assigned to the new
Active Server. Agents and other applications are not
aware that a switchover occurred because the IP
address does not change.
A MIP is used only when the Active and Standby
servers are in the same subnet.
Active Server details The IP address for the server initially configured in
Active mode.
Table continues…

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 Configuring High Availability on the Active Server

Name Description
Standby Server details The IP address for the server initially configured in
Standby mode.
Trusted Address The Active and Standby servers use the Trusted IP
address to verify network connectivity. If the Active
server cannot communicate with the Standby server
it attempts to communicate with the Trusted IP
address. If the Active Server cannot connect to the
Trusted IP address on startup then no Contact
Center services start on that server. If the Active
server cannot communicate with the Trusted IP
address, if shadowing and switchover are enabled,
then the Active server stops processing contacts
and shuts down. The Standby server starts
processing contacts if it cannot communicate with
the Active server but can communicate with the
Trusted IP address.
Avaya recommends that you use the IP address of
some part of your IT infrastructure, that is always
available to respond to a ping request, as the
Trusted IP address.
Remote Geographic Node The IP address of the optional Remote Geographic
Node.

Procedure job aid

Configure High Availability on the active server.

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Figure 13: Example of configuring High Availability on the active server

Configuring email notification on the Active Server

Before you begin
• If anonymous users are allowed, a user name and password might not be required. Check
with the Administrator of the email server for setup configuration.
About this task
If an automatic switchover occurs, the High Availability utility can send email messages to
configured users at a defined interval.

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 Configuring email notification on the Active Server

The default email notification character set is US_ASCII. The following character sets are also
supported:
• ISO-8859-1
• UTF-8
• UTF-16BE
• UTF-16LE
• UTF-16
Procedure
1. Log on to the Active Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Configuration.
4. Double-click Notification.
5. Select the Email check box.
6. Type the SMTP Server name.
7. Type the Username.
8. Type the Password.
9. Type the From Address.
10. Type the To Address or Addresses.
11. Click Save to save the data.

Variable definitions
Name Description
Email Enables or disables email notifications.
SMTP Server The SMTP Server name, which is automatically
verified when saving the data.
Username Email User log on name.
Password Email User log on password.
Charset Email character set to use.
From Address Email address to send notifications from.
To Address Email address to send notifications to.

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Enabling CCT switchovers

Before you begin
• Ensure the switchover check box is selected on the Server Mode tab of the High Availability
utility.
About this task
In hot standby solutions, a CCT service failure does not initiate an automatic switchover. If you
want a CCT service failure to trigger an automatic switchover, you must enable CCT switchovers
in the High Availability utility.
Procedure
1. Log on to the active server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Tasks.
4. Double-click CC Applications.
5. Under CC Applications, select CCT from the drop-down list.
6. Under Switchover, select Enabled.
7. Click Save.

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 Configuring service monitoring on the Active Server

Example

Figure 14: Example of enabling CCT switchovers

Configuring service monitoring on the Active Server

About this task
The High Availability feature monitors a number of critical services on the active server. If these
critical services stop or fail, they automatically restart in the correct order. If a critical service fails a
defined number of times, the active server might, if switchover is enabled, shut down and hand
over processing to the standby server.
Critical services are listed, monitored, restarted, and controlled using the Contact Center
Configuration tab on the Tasks tab of the High Availability utility. The Contact Center Configuration
tab lists the critical CCMS services and all of the CCT services on the active server.
There is no requirement to change the data in this table, the default values are suitable for most
solutions.
If the services are selected for Monitor and Restart and one or more services fail, either the same
or more number of times as the Restart Limit value, then a switchover to the standby server
occurs.

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The HA service monitor uses its internal service restart counter to track the number of service
restarts that have occurred for the monitored service. The number of restarts is limited to the
Restart Limit configured in the High Availability Utility.
The service monitor triggers the switchover when the restart counter for the monitored service has
reached the Restart Limit configured for the service, but only in the following situations:
• Switchovers are enabled on both active and standby servers.
• The standby server is shadowing the data from the active server.
• Both the active and standby servers have valid license files.
The service monitor resets its internal service restart counter to zero. This allows a restart of the
monitored service when the Restart Limit is reached. The restart counter is reset to zero under
one or more of the following conditions:
• After the Restart Threshold: 7200 seconds or configured value of threshold.
• When changes are made on the CC Configuration window in the High Availability Utility.
• The switchover fails. For example, when switchovers are not enabled on the standby server
or the standby server is not shadowing data from the active server.
• The Restart check box is not selected on the CC Configuration window for the monitored
service.
• Switchover is disabled on either the active server or the standby server.
The RestartThreshold is the time period within when the services are monitored and the counters
are increased when services fail. When this threshold is met, the counters are reset to zero,
monitoring restarts, and the restart threshold timer resets.
The HA service monitor monitors the following CCMS services:
• OAM_Service
• CCMS_OAM_CMF_Service
• CCMS_NBMSM_Service
• CCMS_UNE_Service
• NBTSM_Service
• NITSM_Service
• ASM_Service
• TFE_Service
The HA service monitor monitors the following CCT services:
• NCCTDALS
• TapiSrv
• ACDProxy service
• NCCT Taip Connector service
• NCCT service
• NCCT OI Service

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 Configuring service monitoring on the Active Server

Important:
If you want to monitor individual services, you must first select the CCMS and or CCT service
monitor check box.
Note:
The CCMS service monitoring settings are dynamic, you can change them while CCMS is
running. The CCT service monitoring settings are not dynamic, you must configure the CCT
settings before CCT starts, or you can restart CCT after configuring the setting.

Procedure
1. Log on to the Active Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. In the High Availability window, in the left pane, expand the Tasks folder.
4. Double-click CC Configuration.
5. For each service to monitor, select the Monitor check box.
6. For each service to restart, select the Restart check box.
Important:
By default service monitoring is selected for CCT and is not selected for CCMS.
7. In the Start Wait Time column, accept the default number of seconds or type your own
value.
8. For CCT only, in the Stop Wait Time column, accept the default number of seconds or
type your own value.
9. In the Restart Limit column, type the maximum number of attempts to restart the service
before switchover occurs. This Administrator decides the maximum number.
10. In the Restart Threshold column, type the time in seconds to reset the restart counter (for
each service that is restarted) after the threshold is passed.

Variable definitions
Note:
The CCMS service monitoring settings are dynamic, you can change them while CCMS is
running. The CCT service monitoring settings are not dynamic, you must configure the CCT
settings before CCT starts, or you can restart CCT after configuring the setting.

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Name Description
CC The monitored Contact Center application name.
You can monitor Contact Center Manager Server
(CCMS) and Communication Control Toolkit (CCT)
services.
Service The application service name, for example
OAM_Service.
Monitor Used to enable or disable the monitoring of each
service. Select this check box for each Contact
Center service you want to monitor.
Restart Restart the service if it stops. The Monitor check
box must be checked to enable the Restart check
box.
• If Restart is selected, if the service stops
abnormally the service can be restarted and/or
monitor can trigger the switchover.
• If Restart is not selected, the service is not be
restarted by the monitor. And the service monitor
does not trigger a switchover if this service stops
abnormally or terminates.
• If Restart is not selected, and a monitored service
is terminated using the Windows Task Manager,
the service is restarted immediately by the CCMS
MAS Service Manager service. CCT services are
not restarted by CCMS MAS Service Manager. If
you want to stop a service, use Windows Service
Manager or the System Control and Monitor Utility
(SCMU) to stop the service.
Table continues…

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 Configuring service monitoring on the Active Server

Name Description
Start Wait Time (for the CCMS services) The time in seconds that service monitor waits
before attempting to restart or initiating a switchover
to the standby server if this service is not running.
• When the CCMS server starts, the service
monitor waits for 240 seconds for all the
monitored CCMS services to start up. After 240
seconds, if any of the monitored services are not
fully started, the service monitor waits for the Start
Wait Time configured for the service. If the service
is still not fully started, the service monitor either
restarts the affected service or triggers the
switchover.
• If a monitored service stops abnormally or
terminates, service monitor waits until the Start
Wait Time is elapsed before restarting or
triggering a switchover. Restarting a service
triggers the internal 240 second timer.
• For CCMS services, the default Start Wait Time
value is 1 second. The minimum Start Wait Time
value is 1 second. The maximum Start Wait Time
value is 1200 seconds.
Table continues…

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Name Description
Start Wait Time (for the CCT services) The number of seconds CCT SMON gives a service
to start after issuing a Windows service start
command.
• CCT has a defined order in which the services
startup. As each service starts, the start timer is
initiated. If the monitored service is not fully
started, monitor either restarts the affected
service or requests a switchover. If the service
restarts successfully, the dependent services are
then started in the correct order.
• If a monitored service is stopped abnormally or
terminates:
- if the Restart Limit is set to 0 (zero), the service
monitor requests a switchover.
- if the Restart Limit is greater than zero, the
service monitor waits 30 seconds before it
attempts to restart the service. The service
monitor then waits for the Start Wait Time for
the service to start. If the timer expires the
service monitor either restarts the service or
initiates a switchover depending on threshold
limit.
• For CCT services, the default Start Wait Time
value is 60 seconds. The minimum Start Wait
Time value is 60 seconds. The maximum Start
Wait Time value is 1200 seconds.
Stop Wait Time This input is not used by the CCMS service monitor.
This input is used only by the CCT monitored
services.
The number of seconds CCT service monitor gives
a service to stop after issuing a Windows service
stop command. If the service has not stopped
gracefully and this time expires, the service is
terminated.
Restart Limit The number of times a service can be restarted by
the service monitor before initiating a switchover.
The maximum number is 20.
• If Switchover is disabled or if a switchover cannot
happen, irrespective of the Restart Limit value,
the monitored service is restarted on every
abnormal stop or a service crash.
Table continues…

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 Backing up the database on the Active Server

Name Description
Restart Threshold The time elapsed since the last restart of a call
processing service by the service monitor. This is
used to reset the service monitor’s internal restart
counter per service to Restart Limit.

Procedure job aid

This section provides examples of the service monitor configuration in the High Availability Utility.
When the CCMS OAM service has abnormally stopped or crashed 3 times for longer than 60
seconds in a period of 12 hours, initiate an automatic switchover. This requirement is achieved by
setting the OAM service configuration values to the following settings:

CC CCMS
Service OAM_Service
Monitor Selected
Restart Selected
Start Wait Timer 60 Seconds
Restart Limit 3
Restart Threshold 43200 Seconds (12 hours)

When the NCCTDALS service has stopped 3 times in a period of 12 hours, initiate an automatic
switchover. This requirement is achieved by setting the NCCTDALS service configuration values
to the following settings:

CC CCT
Service NCCTDALS
Monitor Selected
Restart Selected
Restart Limit 3
Restart Threshold 43200 Seconds (12 hours)

Backing up the database on the Active Server

About this task
The Active Server is configured for High Availability. Now the Standby Server must be prepared for
High Availability resiliency. Back up the Active Server to create a snapshot of the database which
is then restored to the Standby Server. On the active Voice and Multimedia Contact Server all
databases must be backed-up.

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Important:
You must backup the Active server database, restore it onto the Standby server, and enable
shadowing within 24 hours. If the difference in time between the Active and Standby server
database content is greater than 24 hours then database shadowing does not work. If
shadowing is stopped for more than 24 hours then you must backup the Active server
database and restore it onto the Standby server before re-enabling shadowing. Ensure that
the system clock time on the Active and Standby servers are synchronized.
Important:
Do not use a folder on the Active or Standby servers as the backup location.
Procedure
1. Log on to the Active Server.
2. On the Apps screen, in the Avaya section, select Database Maintenance.
3. Click Backup Locations.
4. Click Create.
5. From the Driver Letter list, select the network drive on which you want to store the CCMS,
CCT, CCMM, ADMIN, CCMA, and Offline databases.
6. In the UNC Path box, type the location to store the backup, in the format \\Computer Name
\Backup Location. This location must be a shared folder with correct permissions.
7. In the User Name box, type the user name used to log on to the computer specified in the
UNC Path box. The user name is in the format Computer Name\Account Name.
8. In the Password box, type the Windows password.
9. Click Save.
10. In the left pane, click Immediate Backup.
11. In the Media Type section, select Network Location.
12. In the Application section, select Offline.
13. From the Backup Location list, select the network drive on which to store the backup.
14. Click Backup.

Restoring the database on the standby server

Before you begin
• Know the location of the backup database. Use the Database Maintenance utility to create a
backup location on the standby server.
• Ensure no traffic is running on the standby server.
• Stop shadowing if shadowing is running on the standby server.

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 Restoring the database on the standby server

• Stop all Contact Center services using the SCMU utility, if services are running.
• Ensure the patch level on the standby server is the same as the active server.
Important:
Not all CCT data is stored in the database; therefore the following data must be
configured on the Standby Server, CCT License, CCT Contact Management Framework,
CCT SOA configuration (CCT Web Services), and CCT logging location.
Important:
You must restore all databases on a Voice and Multimedia Contact server. Restoring only
CCMS and not CCT, CCMM, ADMIN, or CCMA can leave an inconsistent server, and HA
cannot shadow data correctly.
Important:
Restoring the ADMIN database can change configuration of backup locations on the
standby server if the active server and standby server backup locations are different.
Therefore, after you restore the ADMIN database, close and reopen the Database and
Maintenance utility.
About this task
If you have HA at the campus, restore the database from the active server to the standby server to
ensure the databases are consistent. The Database Maintenance utility can restore all application
databases at once. You must restore the CCMS, CCT, CCMM, ADMIN, and CCMA database onto
the standby server.
Important:
You must backup the active server database, restore it onto the standby server, and enable
shadowing within 24 hours. If the difference in time between the active and standby server
database content is greater than 24 hours then database shadowing does not work. If
shadowing is stopped for more than 24 hours then you must backup the active server
database and restore it onto the standby server before re-enabling shadowing. Ensure that
the system clock times on the active and standby servers are synchronized.
Procedure
1. Log on to the standby server.
2. On the Apps screen, in the Avaya section, select Database Maintenance.
3. In the Database Maintenance dialog box, in the left pane, click Restore.
4. In the right pane, under Media Type, select the media type on which the backup is
restored.
5. If the backup file is on the network drive, in the Backup Location list, select the backup
location.
6. Under Application, select CCMS, CCT, CCMM, ADMIN, and CCMA.
7. Under Restore contents, select Data and Offline.
8. Click Restore.

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9. Use the Information field to monitor the progress of the restoration.

10. Click Exit to close the Database Maintenance utility.

Variable definitions
Name Description
Application The database and applications of Contact Center
that you can back up.
Backup Location The destination of the network disk. The values are
configured in the Backup Locations.
Restore contents The type of content that is stored in the database.
Data is data in the database.
Schema (read only) is the data for the database
structure, tables and procedures.
Offline is the Multimedia Offline database.
Media type The type of media used for your backup file. You
can use a network disk location or a tape drive.
If you use a network disk location, you must
configure a destination before you can back up the
file.

Configuring High Availability on the Standby Server

Before you begin
• The Active Server databases are restored on to the Standby Server.
About this task
Configure High Availability resiliency on the Standby Server using the High Availability utility. The
Standby Server shadows the Active Server and takes over processing if the Active Server fails.
Procedure
1. Log on to the Standby Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. In the left pane of the High Availability dialog box, click Server Mode.
4. In the Server Mode Configuration section, select Standby.
5. Under IP Configuration, type the Active Server details, CLAN and ELAN IP addresses.

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 Configuring High Availability on the Standby Server

6. Under IP Configuration, type the Standby Server details, CLAN and ELAN IP
addresses.
7. Under IP Configuration, in the Trusted IP box, type the IP address of a trusted server.
8. Click Save.
A system message box appears. You must stop the system before you save any
information.
9. Click OK.

Variable definitions
Name Description
Managed IP The virtual Managed IP (MIP) address that is used
for both the Active and Standby servers for campus
resiliency.
The Active Server is always assigned the MIP. If a
switchover occurs the MIP is assigned to the new
Active Server. Agents and other applications are not
aware that a switchover occurred because the IP
address does not change.
A MIP is used only when the Active and Standby
servers are in the same subnet.
Active Server details The IP address for the server initially configured in
Active mode.
Standby Server details The IP address for the server initially configured in
Standby mode.
Trusted IP Address The Active and Standby servers use the Trusted IP
address to verify network connectivity. If the Active
server cannot communicate with the Standby server
it attempts to communicate with the Trusted IP
address. If the Active Server cannot connect to the
Trusted IP address on startup then no Contact
Center services start on that server. If the Active
server cannot communicate with the Trusted IP
address, if shadowing and switchover are enabled,
then the Active server stops processing contacts
and shuts down. The Standby server starts
processing contacts if it cannot communicate with
the Active server but can communicate with the
Trusted IP address.
Avaya recommends that you use the IP address of
some part of your IT infrastructure, that is always
available to respond to ping request, as the Trusted
IP address.

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Hot Standby High Availability Voice and Multimedia Contact Server commissioning

Procedure job aid

Configure High Availability on the standby server.

Figure 15: Example of configuring High Availability on the standby server

Verifying server details on the Standby Server

Before you begin
• The Active Server databases are restored on to the Standby Server.

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 Verifying server details on the Standby Server

About this task

After you restore the Active Server database on to the Standby Server, verify that the Standby
Server is configured correctly.
Procedure
1. Log on to the Standby Server.
2. On the Apps screen, in the Avaya section, select Server Configuration.
3. In the Server Configuration dialog box, click the Local Settings tab.
4. Update the Standby Server local settings.
5. Click Apply All.
6. On the Restart Required dialog, click No.
7. In the Server Configuration dialog box, click the Licensing tab.
8. Update the Standby Server licensing details.
9. Click Apply All.
10. On the Restart Required dialog, click No.
11. In the Server Configuration dialog box, click the Switch CS 1000 tab.
12. Update the Avaya Communication Server 1000 PABX Data details.
13. Click Apply All.
14. On the Restart Required dialog, click Yes.
15. Click Exit.

Variable definitions
Name Description
Avaya Server Subnet IP Address The IP address of the subnet that connects the
Contact Center servers (Contact Center Manager
Server, Network Control Center, Contact Center
Manager Administration, and Contact Center
Multimedia are connected.
Alternative PABX Customer Number The customer number of the PABX, if more than
one customer is registered for the PABX.
Alternative PABX IP Address The IP address of the PABX, if more than one IP
address is registered for the PABX.
Alternative PABX Serial Number The serial number of the PABX, if more than one
serial number is registered for the PABX.
Table continues…

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Name Description
CallPilot IP Address The IP address of the primary Avaya CallPilot®
voice connection type to the Contact Center
Manager Server when working with an Avaya
Communication Server 1000 PABX.
CallPilot Port The port number of the primary Avaya CallPilot®
voice connection type to the Contact Center
Manager Server when working with an Avaya
Communication Server 1000 PABX. The default
port is 5060.
PABX Customer Number The customer number for the PABX.
PABX IP Address The IP address of the PABX.
PABX Name The name of the Avaya Communication Server
1000 PABX.
Valid characters for PABX names are A-Z, a-z, 0-9,
underscore (_), and period (.). PABX names must
begin with an alphabetical character and cannot
contain spaces. The last character must not be an
underscore or period. PABX names must not
exceed 80 characters in length.

Starting the Active Server

About this task
Start the Active Server using the High Availability utility. Starting the Active Server starts Contact
Center services and system processes.
Procedure
1. Log on to the Active Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Tasks.
4. Double-click CC Applications.
5. In the first box under CC Applications, select the system.
6. Click Start.
A delay occurs before all Contact Center services start.
7. Click Save.
8. On the Apps screen, in the Avaya section, select System Control and Monitor Utility.
9. Verify that all Contact Center services are running.

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 Starting shadowing on the Standby Server

Procedure job aid

After the system starts, check that the Managed IP (MIP) address is assigned to the network
adapter of the Active Server by opening a command window and entering:
IPCONFIG /all
The IP and the MIP of the Active Server appears.

Starting shadowing on the Standby Server

Before you begin
Important:
Enabling the shadowing functionality is available only on the system control dialog box of the
High Availability utility on the Standby Server.
Important:
It is advisable on the Standby Server not to stop and start shadowing but to use the pause
and resume functionality.
About this task
Start shadowing on the Standby Server using the High Availability utility. The Standby server must
be shadowing the Active server for a switchover to occur if the Active Server fails. While the
Standby server is shadowing the Active server, it maintains a near real-time local copy of the
Contact Center applications and Administration databases. Therefore, the Standby Server is
configured with the most recent data and it can take over from the Active Server if necessary.
Important:
You must backup the Active server database, restore it onto the Standby server, and enable
shadowing within 24 hours. If the difference in time between the Active and Standby server
database content is greater than 24 hours then database shadowing does not work. If
shadowing is stopped for more than 24 hours then you must backup the Active server
database and restore it onto the Standby server before re-enabling shadowing. Ensure that
the system clock time on the Active and Standby servers are synchronized.
Procedure
1. Log on to the Standby Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Tasks.
4. Double-click System Control.
5. In the Control box, select Shadowing.
6. Click Start.

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7. Click Save.
8. On the Apps screen, in the Avaya section, select System Control and Monitor Utility.
9. On each application tab, verify that the services are stopped.

Verifying shadowing is running

About this task
Verify that the Standby server is shadowing the Active server using the High Availability Utility. The
System dialog box of the High Availability utility displays system information about the Active and
the Standby servers.
The dialog box displays the followings information categories:
• Computer name and operating system version
• Server mode
• Server configuration type
• Port information
• Remote server connection status
• Remote server port information
• License information
• Databases shadowed
• Time of last record shadowed
• Database namespaces
• Local and remote information on system status, switchover, shadowing and network.
• CC Application install information
• Database space and journaling information
• Database processes information
Procedure
1. Log on to the Active Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. In the left pane, expand Configuration.
4. Select System.
5. Select Get System Configuration.
The most recent system information appears.

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 Changing server details in Contact Center Manager Administration

Procedure job aid

To verify that the Standby Server is shadowing the Active server, examine the Shadowing section
of the System Configuration log on the Active server.
For example, look for the following text:
• Shadowing :
• Number of clients connected : 1
• List of Shadow Clients connected :
• AA.BB.CC.DD [port Number] Latency : 0 second Shadowing Rate :
• Last record of Shadowing was @ date and times shadowing started.
Where AA.BB.CC.DD is the IP address of the Standby server.

Changing server details in Contact Center Manager

Administration
About this task
In Contact Center Manager Administration, change the Contact Center Manager Server,
Communication Control Toolkit and Contact Center Multimedia details to use the High Availability
Managed IP address and Managed name details.
The High Availability Managed IP address and Managed name details entered here must match
those configured in the hosts file.
Procedure
1. Log on to the active server.
2. Log on to the Contact Center Manager Administration application with administrative
privileges.
3. On the Launchpad, click Configuration.
4. From the list of servers in the system tree, right-click on CCMS, and select Edit
Properties.
5. In the Server Name box, type the High Availability Managed name of the active server.
6. In the IP Address box, type the High Availability Managed IP address of the active server.
7. In the Display Name box, type the name of Contact Center Manager Server as you want it
to appear in the system tree of Contact Center Manager Administration.
8. Click Submit.
9. From the list of servers in the system tree, right-click on CCT, and select Edit Properties.

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Hot Standby High Availability Voice and Multimedia Contact Server commissioning

10. In the Server Name box, type the High Availability Managed name of the active server.
11. In the IP Address box, type the High Availability Managed IP address of the active server.
12. In the Display Name box, type the name of Communication Control Toolkit as you want it
to appear in the system tree of Contact Center Manager Administration.
13. Click Submit.
14. From the list of servers in the system tree, right-click on CCMM, and select Edit
Properties.
15. In the Server Name box, type the High Availability Managed name of the active server.
16. In the IP Address box, type the High Availability Managed IP address of the active server.
17. In the Display Name box, type the name of Contact Center Multimedia as you want it to
appear in the system tree of Contact Center Manager Administration.
18. Click Submit.

Using the Contact Center Manager Administration server

Managed name
Before you begin
• Configure High Availability on the Active and Standby servers.
• Change the server details in CCMA.
• Know the user ID and password to log on to the CCMA.
About this task
Use the High Availability Managed name of Contact Center Manager Administration access the
CCMA application. When the Avaya Aura® Contact Center High Availability feature is configured
and enabled, re-direct all Contact Center Manager Administration client Web browsers to use the
Managed server name of the server CCMA is installed on.
If you have a High Availability campus solution Avaya recommends that you log on to the CCMA
Web client using the Managed name of the active server. If an active application or server fails,
the CCMA client Web browser continues to use the Managed name and you can continue working
without interruption.
Important:
Do not type the real or Managed IP address in the Address box. Using an IP address results
in problems with Scripting, Historical Reporting, Configuration, Contact Center Management,
and Access and Partition Management.
Procedure
1. Start Internet Explorer.
2. In the Address box, type the URL of the server CCMA is installed on.

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 Testing switchovers

The default URL is https://<server name> OR, if you turned off Web Services security then
the default URL is http://<server name>, where <server name> is the Managed server
name of the High Availability server pair.
3. In the User ID box, type your user ID.
4. In the Password box, type your password.
5. Click Login.

Testing switchovers
Before you begin
• Configure High Availability on the Active and Standby servers.
About this task
Test the High Availability feature and infrastructure by making a manual switchover from the Active
server to the Standby server.
Procedure
1. Log on to the current Active Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. In the left pane of the High Availability window, expand Tasks.
4. Under Tasks, double-click System Control.
5. In the Control box, select Switchover.
6. Select the System tab.
7. Select Switchover.
8. Click Start.
9. Make a call using the CCT Reference Client to test the Standby Server configuration, when
the Standby Server becomes the new Active Server.
For more details, see Verifying CCT using the Reference Client on page 111.
10. Send a test email to one of the CCMM configured mailboxes.
After the email is received on the new Active Server, the test is successfully completed.
Next steps
A network outage triggers a switchover. There are test scenarios you can use to trigger a network
outage, for example:
• A physical NIC cable break. This applies when Avaya Aura® Contact Center is installed on a
physical server or on a virtual machine.
• Disconnecting the virtual NIC of an Avaya Aura® Contact Center virtual machine.

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Chapter 15: Geographic High Availability
Voice and Multimedia Contact
Server commissioning

This section describes how to configure geographic High Availability (HA) for Voice and Multimedia
Contact Servers in a hot standby Avaya Communication Server 1000 based solution. Avaya Aura®
Contact Center geographic High Availability supports data resiliency and Disaster Recovery.
In geographic Wide Area Network solutions the standby server on the remote geographic site is
called a Remote Geographic Node server. The Active server and the Remote Geographic Node
server are part of the same Avaya Aura® Contact Center solution but they are typically in different
geographic locations and subnets.
The Active server can also have a local Standby server in the same campus location. The Standby
server shadows the Active server. If the Active server fails the local Standby server takes over call
processing on the local site. In Avaya Communication Server 1000-based solutions, the Active
Server need not have a Standby Server. Avaya Aura® Contact Center supports an Active Server
with a Remote Geographic Node server and without a Standby Server.
The Remote Geographic Node server on the remote site shadows the Active server on the campus
site. If the Active server fails, the local Standby server assumes the shared Managed IP address
and starts processing calls. The Remote Geographic Node server monitors the campus Managed IP
address so it continues shadowing.
You must complete all the procedures in this section in sequential order.
Remote Geographic Node server commissioning overview:
In a geographic Voice and Multimedia Contact Server HA configuration, one server is the Active
server and one is the Remote Geographic Node server. The active Voice and Multimedia Contact
Server actively processes scripts and contacts and records statistics. The Remote Geographic Node
server shadows the active server. The Remote Geographic Node server does not automatically take
over if the active system fails. You must start the Remote Geographic Node server manually. The
Remote Geographic Node and Active servers must have the same patch level and the same hard
disk drive partitions.

High Availability Utility:

Configure High Availability resiliency for CCMS, CCT and CCMM using the High Availability Utility in
the Database Utilities. The High Availability Utility is used to configure which server is the active and
which is Remote Geographic Node server.

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 The High Availability Utility on an Active Server has the following dialogs under the Configuration
tab:
• Server Mode
- Configure the IP address for the Active and Standby servers
- Configure the IP address for Trusted servers
- Configure the IP address for a Remote Geographic Node
- Identify if the server is Active, Standby, or a Remote Geographic Node
- Enable Automatic Switchover
- Configure the switchover time-out. This is the wait time if a network outage occurs before an
automatic switchover occurs
- Temporally set as Non-HA
• Notifications
- Configure an email server for email notifications
- Configure where and how often to send email notifications
- Configure the email character set
• System
- Display information on the system status
- Verify that shadowing is running
The High Availability utility on an Active Server has the following dialogs under the Tasks tab:
• CC Applications
- Start or stop the system
- Enable or disable CC applications
- Enable or disable switchover on the CC applications
- Display system information
• CC Configuration
- Monitor application service status
- Define which application services are stopped or started
- Configure how often a service restarts before switching over to the Remote Geographic
Node server
• System Control
- Initiate a manual switchover for the Active Server
- Initiate Remote Geographic Node server shadowing

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Geographic High Availability Voice and Multimedia Contact Server commissioning

Prerequisites
Procedure
• The active and Remote Geographic Node servers must meet the planning and engineering
specifications. For more information, see Avaya Aura® Contact Center Overview and
Specification.
• Ensure unused Network Interface Cards (NICs) are disabled.
• The Voice and Multimedia Contact Server is installed on the Active and Remote Geographic
Node servers using the same drive specification on each server.
• CCMS is configured on the Active Server. For more information, see Contact Center
Manager Server commissioning on page 43.
• Ensure the third-party networking utility is installed. For more information, see Installing the
third-party networking utility on page 50.
• CCMA is configured on the Active Server. For more information, see Contact Center
Manager Administration commissioning on page 53.
• CCT is configured on the Active Server. For more information, see Communication Control
Toolkit commissioning for AML-based Contact Center on page 97.
• CCMM is configured on the Active Server. For more information, see Contact Center
Multimedia commissioning on page 113.
• Have a valid Remote Geographic Node server license file on the Active and Remote
Geographic Node server.
• Ensure the Voice and Multimedia Contact Server is on a domain. This is to allow the CCT
clients to automatically re-connect after a switchover.
• Ensure the Remote Geographic Node server IP addresses are configured in CCMM General
Administration on the active server. For more information, see Configuring CCMM General
Administration on page 139.
• Before you commission High Availability, use System Control and Monitoring Utility (SCMU)
to shut down all CCMS and CCT services on both the active and Remote Geographic Node
servers.

High Availability commissioning checklist

The following is a list of key configuration items required for High Availability commissioning in an
AML-based contact center environment.

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 High Availability commissioning checklist

Item Your value Description

Ensure that Contact Center is High Availability is a licensed feature and
licensed for High Availability is enabled when you purchase a standby
server license.
Active server host name The name of your AACC active server.
Active server CLAN IP The CLAN IP address of your AACC active
address server.
Active server ELAN IP The ELAN IP address of your AACC active
address server.
Standby server host name The name of your AACC standby server.
Standby server CLAN IP The CLAN IP address of your AACC
address standby server.
Standby server ELAN IP The ELAN IP address of your AACC
address standby server.
Managed name The managed name of your AACC server.
Managed CLAN IP address The managed CLAN IP address of your
AACC server.
Managed ELAN IP address The managed ELAN IP address of your
AACC server.
Using Hosts file or DNS? If you are using the Hosts files to resolve
Managed names to Managed IP
addresses, ensure that you add the
Managed names and Managed IP
addresses to the Hosts file.
Trusted IP address Avaya recommends that you use the IP
address of some part of your IT
infrastructure, that is always available to
respond to a ping request, as the Trusted
IP address.
RGN server host name The name of your AACC Remote
Geographic Node (RGN) server.
RGN server CLAN IP The CLAN IP address of your AACC RGN
address server.
RGN server ELAN IP The ELAN IP address of your AACC RGN
address server.
Using email notification? You can enable automatic email
switchover notifications to alert the Contact
Center administrator. When enabled, the
specified email address receives an
automatic email which provides switchover
information to the recipient.
Table continues…

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Geographic High Availability Voice and Multimedia Contact Server commissioning

Item Your value Description

SMTP Server name The name of your SMTP server for email
notification after an automatic switchover
occurs.
Email Username The log on name of an email user
configured on the email server.
Email Password The password of an email user configured
on the email server.
Email address to send The email address that the email
notifications from notification is sent from.
Email address to send The email address that the email
notifications to notification is sent to.
Database backup location The location of the shared folder where
you store database backups. This must not
be a folder on the active or standby
servers.

Resolving the Managed name to the Managed IP address

About this task
Complete the following procedure to resolve the Managed server name to the Managed IP
address. If the server has two network interfaces, apply these settings to the CLAN network
interface. Each Contact Center server in a domain requires a DNS static entry.
Important:
Avaya Aura® Contact Center High Availability solutions do not support Dynamic DNS.
Ask your System Administrator to add a Domain Name System (DNS) static entry for the active
and standby servers and one additional DNS static entry for the each Managed name and
associated Managed IP address.
In High Availability solutions using local WebLM, the managed IP address must be lower than the
active and standby server IP addresses. For example, if the active server IP address is 1.2.3.4
and the standby server IP address is 1.2.3.5, the managed IP address is 1.2.3.3.
A typical High Availability campus solution with a pair of HA servers requires 3 DNS static entries;
one DNS static entry for the active server, one DNS static entry for the standby server, and one
DNS static entry for the Managed name and associated IP address.
If your solution is going to have a Remote Geographic Node (RGN) server, ask your System
Administrator to add a Domain Name System (DNS) static entry for the RGN server.
Perform this procedure on the active server. Perform this procedure on the standby server if you
have one. Perform this procedure on the RGN server if you have one.

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 Verifying services are ready for High Availability

Procedure
1. Log on to the active server.
2. Open Windows Explorer.
3. Go to the folder C:\Windows\system32\drivers\etc.
4. Double-click on the hosts file, select Open, and select Notepad.
The hosts file opens in Notepad.
5. Add the Managed IP address and the Managed server name to the hosts file.
Important:
The Managed server name can be a full name or netbios server name.
6. If you have a standby server, repeat the above steps on the Standby server.
7. If you have an RGN server, repeat the above steps on the RGN server.

Verifying services are ready for High Availability

About this task
Verify that all Contact Center services stop before you configure High Availability. This ensures
that all resources are available to the Active Server when it starts.
Perform this procedure on the Active and Remote Geographic Node servers.
Procedure
1. Log on to the Active Server.
2. On the Apps screen, in the Avaya section, select System Control and Monitor Utility.
3. Click the Contact Center tab, click Shutdown Contact Center.
4. Wait until all the Contact Center applications show a status of Shut down.
5. Close the System Control and Monitor Utility window.
6. Repeat this procedure on the Remote Geographic Node server.

Configuring High Availability on the Active Server

About this task
Configure remote High Availability resiliency on the Active Server using the High Availability Utility.
The Active Server is the server which includes CCMS and CCT, and normally processes calls.

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Geographic High Availability Voice and Multimedia Contact Server commissioning

In AML-based solutions the Active Server need not have a Standby Server. An Active Server with
only a Remote Geographic Node server is supported.
The Standby Server shadows the Active Server and takes over processing if the Active Server
fails. If the Active server fails, and if you do not have a Standby server, you must manually
switchover to the Remote Geographic Node server. If the Active and Standby servers fail, you
must manually switchover to the Remote Geographic Node server.

Procedure
1. Select one server to be the active server and log on.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Configuration.
4. Double-click Server Mode.
5. Under Server Mode Configuration, select Active.
6. Under IP Configuration, type the Active Server details, CLAN and ELAN IP addresses.
7. In the Address box, type the IP address of the Trusted IP server.
8. Under Remote Geographic Node, in the Address box, type the IP address of the Remote
Geographic Node server.
9. Click Save.
Example
Configure High Availability on the active server.

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 Configuring High Availability on the Active Server

Figure 16: Example of configuring High Availability on the active server

Variable definitions
Name Description
Active Server details The IP address for the server initially configured in
Active mode.
Standby Server details The IP address for the server initially configured in
Standby mode.
Table continues…

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Geographic High Availability Voice and Multimedia Contact Server commissioning

Name Description
Trusted Address Avaya recommends that you use the IP address of
some part of your IT infrastructure, that is always
available to respond to a ping request, as the
Trusted IP address.
Managed IP The virtual Managed IP (MIP) address that is used
by the Active Server for campus resiliency.
The Active Server is always assigned the MIP. If a
switchover occurs the MIP is assigned to the new
Active Server. Agents and other applications are not
aware that a switchover occurred because the IP
address does not change.
A MIP is used only when the Active and Standby
servers are in the same subnet.
Remote Geographic Node The IP address of the Remote Geographic Node
server.

Configuring service monitoring on the Active Server

About this task
The High Availability feature monitors a number of critical services on the Active Server. If these
critical services stop or fail, they automatically restart in the correct order.
Critical services are listed, monitored, restarted, and controlled using the Contact Center
Configuration tab on the Tasks tab of the High Availability utility. The Contact Center Configuration
tab lists the critical CCMS services and all of the CCT services on the active server.
There is no requirement to change the data in this table, the default values are suitable for most
solutions.
If the services are selected for Monitor and Restart and one or more services fail, either the same
or more number of times as the Restart Limit value, then a switchover to the standby server
occurs.
The HA service monitor uses its internal service restart counter to track the number of service
restarts that have occurred for the monitored service. The number of restarts is limited to the
Restart Limit configured in the High Availability Utility.
The service monitor triggers the switchover when the restart counter for the monitored service has
reached the Restart Limit configured for the service, but only in the following situations:
• Switchovers are enabled on both active and standby servers.
• The standby server is shadowing the data from the active server.
• Both the active and standby servers have valid license files.

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 Configuring service monitoring on the Active Server

The service monitor resets its internal service restart counter to zero. This allows a restart of the
monitored service when the Restart Limit is reached. The restart counter is reset to zero under
one or more of the following conditions:
• After the Restart Threshold: 7200 seconds or configured value of threshold.
• When changes are made on the CC Configuration window in the High Availability Utility.
• The switchover fails. For example, when switchovers are not enabled on the standby server
or the standby server is not shadowing data from the active server.
• The Restart check box is not selected on the CC Configuration window for the monitored
service.
• Switchover is disabled on the active server.
The RestartThreshold is the time period within when the services are monitored and the counters
are increased when services fail. When this threshold is met, the counters are reset to zero,
monitoring restarts, and the restart threshold timer resets.
Important:
If you want to monitor individual services, the CCMS service monitor check box must be
selected first.
Procedure
1. Log on to the Active Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. In the High Availability window, in the left pane, expand the Tasks folder.
4. Double-click CC Configuration.
5. For each service to monitor, select the Monitor check box.
6. For each service to restart, select the Restart check box.
Important:
By default service monitoring is selected for CCT and is not selected for CCMS.
7. In the Start Wait Time column, accept the default number of seconds or type your own
value.
8. For CCT only, in the Stop Wait Time column, accept the default number of seconds or
type your own value.
9. In the Restart Limit column, type the maximum number of attempts to restart the service
before switchover occurs. The Administrator decides the maximum number.
10. In the Restart Threshold column, type the time in seconds to reset the restart counter (for
each service that is restarted) after the threshold is passed.

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Variable definitions
Name Description
CC The Contact Center application name.
Service The application service name, for example
OAM_Service.
Monitor Used to enable or disable the service monitoring.
Restart Restart the service if it stops.
Start Wait Timer (CCMS) The time in seconds that service monitor waits
before attempting to restart or initiating a switchover
to the standby server if this service is not running.
Stop Wait Time (CCMS) The waiting time (in seconds) for the next restart
decision. For example, if service monitor stopped
this service, service monitor checks the status if the
status is not SERVICE_STOPPED, it waits for Stop
Wait Time before attempting to start the service.
Start Wait Timer (CCT) The number of seconds CCT SMON gives a service
to start after issuing a Windows service start
command. If the service has not started and this
time expires, the service is stopped and another
attempt to start the service is made. The default
CCT services Start Wait Time is 60 seconds.
Configure the CCT services Start Wait Time to be
60 seconds or more.
Stop Wait Time (CCT) The number of seconds CCT SMON gives a service
to stop after issuing a Windows service stop
command. If the service has not stopped gracefully
and this time expires, the service is force stopped.
Restart Limit The number of times a service can be restarted by
the service monitor before initiating a switchover.
Restart Threshold The time elapsed since the last restart of a call
processing service by the Service Monitor. It is the
time value in seconds to reset the Restart Counter
to the value zero by the Service monitor.

Procedure job aid

This section provides an example of the service monitor configuration in the High Availability
Utility.
When the CCMS OAM service has stopped 3 times for longer than 60 seconds in a period of 12
hours, initiate an automatic switchover. This requirement is achieved by setting the OAM service
configuration values to the following settings:

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 Backing up the database on the active server

CC CCMS
Service OAM_Service
Monitor Selected
Restart Selected
Start Wait Timer 60 Seconds
Restart Limit 3
Restart Threshold 43200 Seconds (12 hours)

When the NCCTDALS service has stopped 3 times in a period of 12 hours, initiate an automatic
switchover. This requirement is achieved by setting the NCCTDALS service configuration values
to the following settings:

CC CCT
Service NCCTDALS
Monitor Selected
Restart Selected
Restart Limit 3
Restart Threshold 43200 Seconds (12 hours)

Backing up the database on the active server

About this task
The active server is configured for High Availability. Now the Remote Geographic Node server
must be prepared for High Availability resiliency. Back up the active server to create a snapshot of
the database which you can restore to the Remote Geographic Node server. On the active Voice
and Multimedia Server, you must back up all the databases.
Important:
Do not use a folder on the active or standby servers as the backup location.
Procedure
1. Log on to the active server.
2. On the Apps screen, in the Avaya section, select Database Maintenance.
3. Click Backup Locations.
4. Click Create.
5. From the Drive Letter list, select the network drive on which you want to store the CCMS,
CCT, CCMM, ADMIN, CCMA, and Offline databases.
6. In the UNC Path box, type the location to store the backup, in the format \\Computer Name
\Backup Location. This location must be a shared folder with correct permissions.

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Geographic High Availability Voice and Multimedia Contact Server commissioning

7. In the User Name box, type the user name used to log on to the computer specified in the
UNC Path box. The user name is in the format Computer Name\Account Name.
8. In the Password box, type the Windows password.
9. Click Save.
10. In the left pane, click Immediate Backup.
11. In the Media Type section, select Network Location.
12. In the Application section, select Offline.
13. From the Backup Location list, select the network drive on which to store the backup.
14. Click Backup.

Configuring RGN Multimedia Contact Server CCMM

General Administration
Before you begin
• Launch the Remote Geographic Node (RGN) CCMM Dashboard and change the CCMA
server name to be the RGN server name. This enables the local CCMA to launch the
Multimedia client on the RGN server.
• Log on to the Contact Center Manager Administration application on the Remote Geographic
Node server.
About this task
Configure the Remote Geographic Node (RGN) CCMM to use local telephony and multimedia
resources.

Important:
Changes to the RGN CCMM Settings might require a RGN server restart before they take effect.
Procedure
1. In Contact Center Manager Administration, under the Launchpad, select Configuration
from the drop down list.
2. Add the RGN Contact Center Multimedia as a CCMM server. Due to CCMA replication,
this CCMM server temporarily appears on the CCMA Configuration page at the campus
site.
3. Under the Launchpad, select Multimedia from the drop down list.
4. In the left column, click the RGN Multimedia server.
5. Click Launch Multimedia Client.
6. In the left column, select General Administration.

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 Configuring RGN Multimedia Contact Server CCMM General Administration

7. Click Server Settings.

8. Change the Contact Center Manager Server to the IP address or name of the Remote
Geographic Node Voice Contact Server.
9. Change the Contact Center License Server to the IP address or name of the Remote
Geographic Node Voice Contact Server.
10. Change the Contact Center Manager Administration to the IP address or name of the
Remote Geographic Node Voice Contact Server.
11. Change the Contact Center Multimedia Server to the IP address or name of the Remote
Geographic Node Multimedia Contact Server.
12. Change the Geographic Standby CCMM Server box to not configured.
13. Change the Communication Control Toolkit Server to the IP address or name of the
Remote Geographic Node Voice Contact Server.
14. Change the Standby CCT Server box to not configured.
15. Change the Geographic Standby CCT Server box to not configured.
16. Configure CC Web Stats. If the Contact Center Web Statistics Server details do not exist
and your solution uses Web Statistics, click New. The default port number is 9086.
17. In the left column select E-mail.
18. Click General Settings.
19. Ensure that the Inbound URL is of the form http://<RGNIPAddress>/
inboundattachment.
Where RGNIPAddress is the IP address of the Remote Geographic Node Multimedia
Contact Server.
20. Ensure that the Outbound URL is of the form http://<RGNIPAddress>/
outboundattachment.
Where RGNIPAddress is the IP address of the Remote Geographic Node Multimedia
Contact Server.
21. In Contact Center Manager Administration, under the Launchpad, select Configuration
from the drop down list.
22. Delete the RGN CCMM server. Due to CCMA replication, this CCMM server is removed
from the CCMA Configuration page at the campus site.

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Geographic High Availability Voice and Multimedia Contact Server commissioning

Configuring server details on the Remote Geographic

Node
About this task
Configure the Remote Geographic Node server with its own server details.

Procedure
1. Log on to the Remote Geographic Node server.
2. On the Apps screen, in the Avaya section, select Server Configuration.
3. In the Server Configuration dialog box, click the Local Settings tab.
4. Update the Remote Geographic Node server local settings.
5. Click Apply All.
6. On the Restart Required dialog, click No.
7. In the Server Configuration dialog box, click the Licensing tab.
8. Update the Remote Geographic Node server licensing details.
9. Click Apply All.
10. On the Restart Required dialog, click No.
11. If your contact center is AML-based, in the Server Configuration dialog box, click the
Switch CS 1000 tab.
12. Update the Avaya Communication Server 1000 PABX Data details.
13. Click Apply All.
14. On the Restart Required dialog, click Yes.
15. Click Exit.

Variable definitions
Name Description
Avaya Server Subnet IP Address The IP address of the subnet that connects the
Contact Center servers (Contact Center Manager
Server, Network Control Center, Contact Center
Manager Administration, and Contact Center
Multimedia).
Alternative PABX Customer Number The customer number of the PABX, if more than
one customer is registered for the PABX.
Table continues…

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 Configuring the Remote Geographic Node local resources

Name Description
Alternative PABX IP Address The IP address of the PABX, if more than one IP
address is registered for the PABX.
Alternative PABX Serial Number The serial number of the PABX, if more than one
serial number is registered for the PABX.
CallPilot IP Address The IP address of the primary Avaya CallPilot®
voice connection type to the Contact Center
Manager Server when working with an Avaya
Communication Server 1000 PABX.
CallPilot Port The port number of the primary Avaya CallPilot®
voice connection type to the Contact Center
Manager Server when working with an Avaya
Communication Server 1000 PABX. The default
port is 5060.
PABX Customer Number The customer number for the PABX.
PABX IP Address The IP address of the PABX.
PABX Name The name of the Avaya Communication Server
1000 PABX.
Valid characters for PABX names are A-Z, a-z, 0-9,
underscore (_), and period (.). PABX names must
begin with an alphabetical character and cannot
contain spaces. The last character must not be an
underscore or period. PABX names must not
exceed 80 characters in length.

Configuring the Remote Geographic Node local resources

About this task
Configure the Remote Geographic Node (RGN) resources to allow the remote site to function as a
standalone contact center, if or when the need arises.
When High Availability shadowing is enabled, the RGN server shadows some of the configuration
data from the campus site.
The RGN server does not shadow (replicate) information about the following resources from the
campus site:
• Default DN
On the RGN server, you must configure these resources to use local attendants.
Configure a Default DN to catch treated calls that are defaulted by the contact center script and to
catch calls not answered by agents. Avaya recommends that you configure a local attendant at
the RGN site as the Default DN.

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Procedure
1. Log on to RGN Contact Center Manager Administration.
2. In the left pane, expand the RGN Contact Center Manager Server on which to configure
global settings. Ensure that you select the local RGN CCMS server, not a campus server.
3. Select the Global Settings folder.
4. Configure the global settings for your system based on the fields listed in the Global
Settings window.
5. In the Default DN box, type the default DN to use when a script defaults or a treated call is
not answered. Avaya recommends that you configure an attendant as the Default DN.
6. Click Submit.

Configuring High Availability on the Remote Geographic

Node server
About this task
Configure High Availability resiliency on the Remote Geographic Node server using the High
Availability utility.
In AML-based solutions the Active Server need not have a Standby Server. An Active Server with
only a Remote Geographic Node server is supported.
The Standby Server shadows the Active Server and takes over processing if the Active Server
fails. If the Active server fails, and if you do not have a Standby server, you must manually
switchover to the Remote Geographic Node server. If the Active and Standby servers fail, you
must manually switchover to the Remote Geographic Node server.

Procedure
1. Log on to the Remote Geographic Node server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. In the left pane of the High Availability dialog box, click Server Mode.
4. In the Server Mode Configuration section, select RGN.
5. In the Campus details section, in the CLAN box, type the CLAN Managed IP address of
the Campus HA pair or the CLAN IP address of the Active server if you do not have a
standby server.
6. In the Campus details section, in the ELAN box, type the ELAN Managed IP address of
the Campus HA pair or the ELAN IP address of the Active server if you do not have a
standby server.
7. In the Remote Geographic Node details section, in the CLAN box, type the CLAN IP
address of the Remote Geographic Node server.

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 Configuring High Availability on the Remote Geographic Node server

8. In the Remote Geographic Node details section, in the ELAN box, type the ELAN IP
address of the Remote Geographic Node server.
9. In the Trusted IP section, in the Address box, type the trusted IP address.
10. Click Save.
A system message box appears. You must stop the system before you save any
information.
11. Click OK.
Example
Configure High Availability on the Remote Geographic Node server.

Figure 17: Example of configuring High Availability on the Remote Geographic Node server

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Geographic High Availability Voice and Multimedia Contact Server commissioning

Restoring the database on the Remote Geographic Node

server
Before you begin
• Know the location of the backup database.
• For a faster database restore, copy the active database backup to a network share that is
local to the Remote Geographic Node (RGN) server.
• Using the Database maintenance utility, create a backup location on the RGN server that
references the location of database backup to be restored.
• Stop all Contact Center services, if services are running.
• Ensure the patch level on the RGN server is the same as the active server.
Important:
Not all CCT data is stored in the database. The following data must be configured on the
Remote Geographic Node server: CCT SOA configuration (CCT Web Services), and
CCT logging location.
Important:
You must restore all databases on a Voice and Multimedia Contact Server. Restoring
only CCMS and not CCT, CCMM, ADMIN, or CCMA might leave an inconsistent server
and HA cannot shadow data correctly.
Important:
Restoring the ADMIN database can change configuration of backup locations on the
RGN server if the active server and RGN server backup locations are different.
Therefore, after you restore the ADMIN database, close and reopen the Database
Maintenance utility.
About this task
Restore the database from the active server to the Remote Geographic Node server to ensure the
databases are consistent. The Database Maintenance utility can restore all application databases
at once. Restore the data for the CCMS, CCT, CCMM, ADMIN, and CCMA databases.
You must restore the CCMS, CCT, CCMM, ADMIN, and CCMA database onto the Remote
Geographic Node server.
Procedure
1. Log on to the Remote Geographic Node server.
2. On the Apps screen, in the Avaya section, select Database Maintenance.
3. In the Database Maintenance dialog box, in the left pane, click Restore.
4. In the right pane, under Media Type, select the media type on which the backup is
restored.
5. If the backup file is on the network drive, in the Backup Location list, select the backup
location.

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 Starting the Active Server

6. Under Application, select CCMS, CCT, CCMM, ADMIN, and CCMA.

7. Under Restore contents, select Data and Offline.
8. Click Restore.
9. Use the Information field to monitor the progress of the restoration.
10. When the restore completes, click OK.
11. Click Exit to close the Database Maintenance utility.

Variable definitions
Name Description
Application The database and applications of Contact Center
that you can back up.
Backup Location The destination of the network disk. The values are
configured in the Backup Locations.
Restore contents The type of content that is stored in the database.
Data is data in the database.
Schema (read only) is the data for the database
structure, tables and procedures.
Offline is the Multimedia Offline database.
Media type The type of media used for your backup file. You
can use a network disk location or a tape drive.
If you use a network disk location, you must
configure a destination before you can back up the
file.

Starting the Active Server

About this task
Start the Active Server using the High Availability utility. Starting the Active Server starts Contact
Center services and system processes.
Procedure
1. Log on to the Active Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Tasks.
4. Double-click CC Applications.

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Geographic High Availability Voice and Multimedia Contact Server commissioning

5. In the first box under CC Applications, select the system.

6. Click Start.
A delay occurs before all Contact Center services start.
7. Click Save.
8. On the Apps screen, in the Avaya section, select System Control and Monitor Utility.
9. Verify that all Contact Center services are running.

Starting shadowing on the Standby Server

Before you begin
Important:
Enabling the shadowing functionality is available only on the system control dialog box of the
High Availability utility on the Standby Server.
Important:
It is advisable on the Standby Server not to stop and start shadowing but to use the pause
and resume functionality.
About this task
Start shadowing on the Standby Server using the High Availability utility. The Standby server must
be shadowing the Active server for a switchover to occur if the Active Server fails. While the
Standby server is shadowing the Active server, it maintains a near real-time local copy of the
Contact Center applications and Administration databases. Therefore, the Standby Server is
configured with the most recent data and it can take over from the Active Server if necessary.
Important:
You must backup the Active server database, restore it onto the Standby server, and enable
shadowing within 24 hours. If the difference in time between the Active and Standby server
database content is greater than 24 hours then database shadowing does not work. If
shadowing is stopped for more than 24 hours then you must backup the Active server
database and restore it onto the Standby server before re-enabling shadowing. Ensure that
the system clock time on the Active and Standby servers are synchronized.
Procedure
1. Log on to the Standby Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Tasks.
4. Double-click System Control.
5. In the Control box, select Shadowing.
6. Click Start.

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 Starting shadowing on the Remote Geographic Node server

7. Click Save.
8. On the Apps screen, in the Avaya section, select System Control and Monitor Utility.
9. On each application tab, verify that the services are stopped.

Starting shadowing on the Remote Geographic Node

server
Before you begin
Important:
It is advisable on the Remote Geographic Node server not to stop and start shadowing but to
use the pause and resume functionality.
About this task
Start shadowing on the Remote Geographic Node server using the High Availability utility. While
the Remote Geographic Node server is shadowing the Active server, it maintains a near real-time
local copy of the Contact Center applications and Administration databases.
Important:
You must backup the Active server database, restore it onto the Standby server, and enable
shadowing within 24 hours. If the difference in time between the Active and Standby server
database content is greater than 24 hours then database shadowing does not work. If
shadowing is stopped for more than 24 hours then you must backup the Active server
database and restore it onto the Standby server before re-enabling shadowing. Ensure that
the system clock time on the Active and Standby servers are synchronized.
Procedure
1. Log on to the Remote Geographic Node server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Tasks.
4. Double-click System Control.
5. In the Control box, select Shadowing.
6. Click Start.
7. Click OK.
8. On the Apps screen, in the Avaya section, select System Control and Monitor Utility.
9. Verify that the CCMS and CCT services are stopped.

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Geographic High Availability Voice and Multimedia Contact Server commissioning

Verifying the Voice and Multimedia Contact Server RGN

settings
About this task
Verify the Voice and Multimedia Contact Server Remote Geographic Node (RGN) settings. The
RGN server must be available and manually enabled to take over if the campus site fails.
Procedure
1. Log on to the active server.
2. Log on to the CCMA Web client. If you have HA at the campus, use the managed name.
3. On the Launchpad, select Configuration.
4. Ensure the list of servers in the left hand pane includes only the campus CCMS, CCT and
CCMM server details. Remove any RGN server listings from the left hand pane.
5. From the server list, select the CCMS server. If you have HA at the campus, use the
managed name.
6. On the CCMS server, select Refresh Server.
7. Ensure the Remote Geographic Node section displays the RGN Server Name and RGN
Server IP of the Voice and Multimedia Contact Server RGN server.

Verifying Voice and Multimedia HA shadowing is running

About this task
Verify that the Remote Geographic Node (RGN) server is shadowing the Active server using the
High Availability Utility. The System dialog box of the High Availability utility displays system
information about the Active and the Remote Geographic Node servers.
The dialog box displays the followings information categories:
• Computer name and operating system version
• Server mode
• Server configuration type
• Port information
• Remote server connection status
• Remote server port information
• License information
• Databases shadowed
• Time of last record shadowed
• Database namespaces

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 Verifying Voice and Multimedia HA shadowing is running

• Local and remote information on system status, switchover, shadowing and network.
• CC Application install information
• Database space and journaling information
• Database processes information
Procedure
1. Log on to the Active Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. In the left pane, expand Configuration.
4. Select System.
5. Select Get System Configuration.
The most recent system information appears.

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Chapter 16: Hot Standby High Availability
Voice Contact Server
commissioning

This section describes how to configure hot standby High Availability (HA) for a pair of Voice
Contact Servers, which include Contact Center Manager Server (CCMS) and Communication
Control Toolkit (CCT), in a campus with the following:
• Hot standby AML-based contact center with an Avaya Communication Server 1000 PABX.
You must complete all the procedures in this section in sequential order.
Hot Standby High Availability campus server commissioning overview:
In a Voice Contact Server HA configuration, one server is the active server and one is the standby
server. The active Voice Contact Server actively processes scripts and contacts and records
statistics. The standby server shadows the active server. The standby server copies all configuration
changes made on the active server and monitors the active server status. If the active server fails,
the standby server, running in standby mode, recognizes the failure and starts processing contacts.
The active and standby Voice Contact Servers are part of the same Avaya Aura® Contact Center
and they must be in the same subnet IP address range for campus High Availability resiliency to
work.
The standby server must be configured the same as the active server. The standby and active
servers must have the same patch level and the same hard disk drive partitions. Configuration
changes made to the active Voice Contact Server during normal operation are automatically copied
to the standby server so that the standby server can take over processing from the active server
when necessary.
Hot standby High Availability (HA) is configured using the High Availability Utility
In a High Availability campus Voice Contact Server AML-based solution, a CCMS or CCT service
failure, hardware, network, or database failure can initiate a switchover but only in the following
situations:
• The switchover check box on both servers is selected.
• The standby server is shadowing the active server.
• A valid license file containing standby server license information for CCMS and CCT exists to
allow switchover.
If the you use the Windows Service Control Manager (SCM) to stop a monitored service on an
Active server, a switchover occurs, because Contact Center interprets this as a service failure.

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 Similarly, if you use the System Control and Monitor Utility (SCMU), to Stop, Restart or Kill a service,
this can trigger a switchover. To prevent unwanted switchovers on a live system, you must disable
switchovers before attempting to Stop, Restart, or Kill any service.
Remote Geographic Node:
The High Availability feature supports a Remote Geographic Node server. A Remote Geographic
Node server is similar to a standby server but it is used only to shadow data from the active server—
it has no other responsibility. The Remote Geographic Node does not automatically take over if the
active system fails. If the standby server and active server are in the same building, then a Remote
Geographic Node on a remote site provides additional data protection by maintaining a remote copy
of the configuration and statistical information.
Managed IP Address:
A Managed IP address is a virtual IP address that is attached to a network adapter on the active
server. Each High Availability application server is assigned a static IP address. After the active
server in each replication pair is determined, the active server attaches a Managed IP address to
the network interface. The managed IP address is only assigned to the active server and it is used
by all other contact center applications and clients to connect to that application. The standby server
assumes this same managed IP address if it takes over processing and becomes the active
application. The active server stops using the Managed IP when it stops being the active server.
High Availability Utility:
Configure High Availability resiliency for CCMS and CCT using the High Availability Utility in the
Database Utilities. The High Availability Utility is used to configure which server is the active and
which is the standby server. The HA utility also configures the Managed IP of the active server.
The High Availability Utility on an Active Server has the following dialogs under the Configuration
tab:
• Server Mode
- Configure the IP address for the Active and Standby servers
- Configure the IP address for Trusted servers
- Configure the IP address for the Remote Geographic Node
- Identify if the server is Active, Standby, or a Remote Geographic Node
- Enable Automatic Switchover
- Configure the switchover time-out. This is the wait time if a network outage occurs before an
automatic switchover occurs
- Temporally set as Non-HA
• Notifications
- Configure an email server for email notifications
- Configure where and how often to send email notifications
- Configure the email character set

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Hot Standby High Availability Voice Contact Server commissioning

• System
- Display information on the system status
- Verify that shadowing is running
The High Availability utility on an Active Server has the following dialogs under the Tasks tab:
• CC Applications
- Start or stop the system
- Enable or disable CC applications
- Enable or disable switchover on the CC applications
- Display system information
• CC Configuration
- Monitor application service status
- Define which application services are stopped or started
- Configure how often a service restarts before switching over to the standby server
• System Control
- Initiate a manual switchover for the Active Server
- Initiate Standby Server shadowing

Prerequisites
Procedure
• The active and standby servers must meet the planning and engineering specifications. For
more information, see Avaya Aura® Contact Center Overview and Specification.
• Ensure unused Network Interface Cards (NICs) are disabled.
• The Voice Contact Server is installed on the Active and Standby servers using the same
drive specification on each server.
• CCMS is configured on the Active Server. For more information, see Contact Center
Manager Server commissioning on page 43.
• Ensure the third-party networking utility is installed. For more information, see Installing the
third-party networking utility on page 50.
• CCMA is configured on the Active Server. For more information, see Contact Center
Manager Administration commissioning on page 53.
• CCT is configured on the Active Server. For more information, see Communication Control
Toolkit commissioning for Contact Center on page 97.

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 High Availability commissioning checklist

• Ensure that the active Communication Control Toolkit is added as a CCT type server in the
primary CCMA - “Server Properties” page. For more information, see Adding the CCT Server
in CCMA on page 98.
• The Active and Standby Server have a valid standby server license file.
• Ensure the Voice Contact Server is on a domain. This is to allow the CCT clients
automatically re-connect after a switchover.
• Before you commission High Availability, use System Control and Monitoring Utility (SCMU)
to shut down all CCMS and CCT services on both the active and standby servers.

High Availability commissioning checklist

The following is a list of key configuration items required for High Availability commissioning in an
AML-based contact center environment.
Item Your value Description
Ensure that Contact Center is High Availability is a licensed feature and
licensed for High Availability is enabled when you purchase a standby
server license.
Active server host name The name of your AACC active server.
Active server CLAN IP The CLAN IP address of your AACC active
address server.
Active server ELAN IP The ELAN IP address of your AACC active
address server.
Standby server host name The name of your AACC standby server.
Standby server CLAN IP The CLAN IP address of your AACC
address standby server.
Standby server ELAN IP The ELAN IP address of your AACC
address standby server.
Managed name The managed name of your AACC server.
Managed CLAN IP address The managed CLAN IP address of your
AACC server.
Managed ELAN IP address The managed ELAN IP address of your
AACC server.
Using Hosts file or DNS? If you are using the Hosts files to resolve
Managed names to Managed IP
addresses, ensure that you add the
Managed names and Managed IP
addresses to the Hosts file.
Table continues…

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Item Your value Description

Trusted IP address Avaya recommends that you use the IP
address of some part of your IT
infrastructure, that is always available to
respond to a ping request, as the Trusted
IP address.
RGN server host name The name of your AACC Remote
Geographic Node (RGN) server.
RGN server CLAN IP The CLAN IP address of your AACC RGN
address server.
RGN server ELAN IP The ELAN IP address of your AACC RGN
address server.
Using email notification? You can enable automatic email
switchover notifications to alert the Contact
Center administrator. When enabled, the
specified email address receives an
automatic email which provides switchover
information to the recipient.
SMTP Server name The name of your SMTP server for email
notification after an automatic switchover
occurs.
Email Username The log on name of an email user
configured on the email server.
Email Password The password of an email user configured
on the email server.
Email address to send The email address that the email
notifications from notification is sent from.
Email address to send The email address that the email
notifications to notification is sent to.
Database backup location The location of the shared folder where
you store database backups. This must not
be a folder on the active or standby
servers.

Resolving the Managed name to the Managed IP address

About this task
Complete the following procedure to resolve the Managed server name to the Managed IP
address. If the server has two network interfaces, apply these settings to the CLAN network
interface. Each Contact Center server in a domain requires a DNS static entry.
Important:
Avaya Aura® Contact Center High Availability solutions do not support Dynamic DNS.

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 Configuring CCMM General Administration

Ask your System Administrator to add a Domain Name System (DNS) static entry for the active
and standby servers and one additional DNS static entry for the each Managed name and
associated Managed IP address.
In High Availability solutions using local WebLM, the managed IP address must be lower than the
active and standby server IP addresses. For example, if the active server IP address is 1.2.3.4
and the standby server IP address is 1.2.3.5, the managed IP address is 1.2.3.3.
A typical High Availability campus solution with a pair of HA servers requires 3 DNS static entries;
one DNS static entry for the active server, one DNS static entry for the standby server, and one
DNS static entry for the Managed name and associated IP address.
If your solution is going to have a Remote Geographic Node (RGN) server, ask your System
Administrator to add a Domain Name System (DNS) static entry for the RGN server.
Perform this procedure on the active server. Perform this procedure on the standby server if you
have one. Perform this procedure on the RGN server if you have one.
Procedure
1. Log on to the active server.
2. Open Windows Explorer.
3. Go to the folder C:\Windows\system32\drivers\etc.
4. Double-click on the hosts file, select Open, and select Notepad.
The hosts file opens in Notepad.
5. Add the Managed IP address and the Managed server name to the hosts file.
Important:
The Managed server name can be a full name or netbios server name.
6. If you have a standby server, repeat the above steps on the Standby server.
7. If you have an RGN server, repeat the above steps on the RGN server.

Configuring CCMM General Administration

Before you begin
• Log on to the Contact Center Manager Administration application.
About this task
Avaya Agent Desktop client software is downloaded from a Multimedia Contact Server. Avaya
Agent Desktop then communicates with that Multimedia Contact Server to handle customer
contacts. Avaya Agent Desktop also communicates with Communication Control Toolkit (CCT) to
handle voice contacts.
In a High Availability solution, use the CCMM Administration tool to configure standby server
details. Avaya Agent Desktop client software downloads these standby server details and

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communicates with these standby servers if it cannot communicate with the active Voice Contact
Server and Multimedia Contact Server.
Important:
Changes to the CCMM Server Settings might require a Multimedia Contact Server restart
before they take effect.
Procedure
1. Click Multimedia.
2. In the left column, select General Administration.
3. Click Server Settings.
4. Ensure that Contact Center Manager Server is configured with the managed IP address
of the Voice and Multimedia Contact Server High Availability pair.
5. Ensure that Contact Center License Server is configured with the managed IP address
or managed name of the Voice Contact Server High Availability pair.
6. Ensure that Contact Center Manager Administration is configured with the managed
name of the Voice Contact Server High Availability pair.
7. Ensure that Contact Center Multimedia Server is configured with the Managed IP
address or managed name of the Multimedia Contact Server High Availability pair.
8. If your solution has a Remote Geographic Node Multimedia Contact Server , enter its
name or IP address in the Geographic Standby CCMM Server box.
9. Ensure that Communication Control Toolkit Server is configured with the Managed IP
address or managed name of the Voice Contact Server High Availability pair.
10. Configure the Standby CCT Server as not configured.
11. If you are using a Remote Geographic Node server, configure the Geographic Standby
CCT Server. If the Geographic Standby CCT Server does not exist, click New to create
one.
12. Configure CC Web Stats. If the Contact Center Web Statistics Server details do not exist
and your solution uses Web Statistics, click New. Use the managed IP address of the
optional Web Statistics server. The default port number is 9086.
13. In the left column select E-mail.
14. Click General Settings.
15. Ensure that the Inbound URL is of the form http://<ManagedIPAddress>/
inboundattachment.
16. Ensure that the Outbound URL is of the form http://<ManagedIPAddress>/
outboundattachment.

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 Verifying services are ready for High Availability

Verifying services are ready for High Availability

About this task
Verify that all Contact Center services stop before you configure High Availability. This ensures
that all PBX resources are available to the Active server when it starts.
Perform this procedure on the Active and Standby servers.
Procedure
1. Log on to the Active server.
2. On the Apps screen, in the Avaya section, select System Control and Monitor Utility.
3. On the Contact Center tab, click Shutdown Contact Center.
4. Wait until all the Contact Center applications show a status of Shut down.
5. Close the System Control and Monitor Utility window.
6. Repeat this procedure on the Standby server.

Configuring High Availability on the Active Server

About this task
Configure High Availability resiliency on the Active Server using the High Availability Utility. The
Active Server is the server that normally processes calls.
Procedure
1. Select one server to be the active server and log on.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Configuration.
4. Double-click Server Mode.
5. Under Server Mode Configuration, select Active.
6. Under Server Mode Configuration, select the Switchover check box.
7. Under Server Mode Configuration, in the text box, type the maximum length of time the
network connectivity tests can continue to fail consecutively before corrective action is
considered.
8. Under Server Mode Configuration, from the drop down list, select the unit of time for the
network connectivity tests.
9. Under IP Configuration, type the Managed IP, CLAN and ELAN IP addresses.
10. Under IP Configuration, type the Active Server details, CLAN and ELAN IP addresses.

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11. Under IP Configuration type the Standby Server details, CLAN and ELAN IP
addresses.
12. In the Address box, type the IP address of the Trusted IP server.
13. In the Address box, type the IP address of the optional Remote Geographic Node.
14. Click Save.
A system message box appears. You must stop the system before you save any
information.
15. Click Yes to stop the system.
Important:
Enter the ELAN IP information only if the system has an Embedded LAN (ELAN)
subnet configured. Once you enter the ELAN IP information in the High Availability
Utility, you cannot switch back to a single subnet system. In order to successfully
achieve this, you must switch back to a single subnet system before High Availability is
configured.

Variable definitions
Name Description
Server Mode Configuration - Network Timeout The High Availability—Network Timeout value sets
the maximum length of time the network
connectivity test can continue to fail before
corrective action is considered. The default value is
60 seconds.
Avaya recommends that you set Network Timeout
high enough to be tolerant of normal network
latency, but low enough to be responsive if a failure
occurs.
Managed IP The virtual Managed IP (MIP) address that is used
by the Active Server for High Availability.
The Active Server is always assigned the MIP. If a
switchover occurs the MIP is assigned to the new
Active Server. Agents and other applications are not
aware that a switchover occurred because the IP
address does not change.
A MIP is used only when the Active and Standby
servers are in the same subnet.
Active Server details The IP address for the server initially configured in
Active mode.
Table continues…

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 Configuring High Availability on the Active Server

Name Description
Standby Server details The IP address for the server initially configured in
Standby mode.
Trusted Address The Active and Standby servers use the Trusted IP
address to verify network connectivity. If the Active
server cannot communicate with the Standby server
it attempts to communicate with the Trusted IP
address. If the Active Server cannot connect to the
Trusted IP address on startup then no Contact
Center services start on that server. If the Active
server cannot communicate with the Trusted IP
address, if shadowing and switchover are enabled,
then the Active server stops processing contacts
and shuts down. The Standby server starts
processing contacts if it cannot communicate with
the Active server but can communicate with the
Trusted IP address.
Avaya recommends that you use the IP address of
some part of your IT infrastructure, that is always
available to respond to a ping request, as the
Trusted IP address.
Remote Geographic Node The IP address of the optional Remote Geographic
Node.

Procedure job aid

Configure High Availability on the active server.

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Figure 18: Example of configuring High Availability on the active server

Configuring email notification on the Active Server

Before you begin
• If anonymous users are allowed, a user name and password might not be required. Check
with the Administrator of the email server for setup configuration.
About this task
If an automatic switchover occurs, the High Availability utility can send email messages to
configured users at a defined interval.

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 Configuring email notification on the Active Server

The default email notification character set is US_ASCII. The following character sets are also
supported:
• ISO-8859-1
• UTF-8
• UTF-16BE
• UTF-16LE
• UTF-16
Procedure
1. Log on to the Active Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Configuration.
4. Double-click Notification.
5. Select the Email check box.
6. Type the SMTP Server name.
7. Type the Username.
8. Type the Password.
9. Type the From Address.
10. Type the To Address or Addresses.
11. Click Save to save the data.

Variable definitions
Name Description
Email Enables or disables email notifications.
SMTP Server The SMTP Server name, which is automatically
verified when saving the data.
Username Email User log on name.
Password Email User log on password.
Charset Email character set to use.
From Address Email address to send notifications from.
To Address Email address to send notifications to.

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Enabling CCT switchovers

Before you begin
• Ensure the switchover check box is selected on the Server Mode tab of the High Availability
utility.
About this task
In hot standby solutions, a CCT service failure does not initiate an automatic switchover. If you
want a CCT service failure to trigger an automatic switchover, you must enable CCT switchovers
in the High Availability utility.
Procedure
1. Log on to the active server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Tasks.
4. Double-click CC Applications.
5. Under CC Applications, select CCT from the drop-down list.
6. Under Switchover, select Enabled.
7. Click Save.

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 Configuring service monitoring on the Active Server

Example

Figure 19: Example of enabling CCT switchovers

Configuring service monitoring on the Active Server

About this task
The High Availability feature monitors a number of critical services on the active server. If these
critical services stop or fail, they automatically restart in the correct order. If a critical service fails a
defined number of times, the active server might, if switchover is enabled, shut down and hand
over processing to the standby server.
Critical services are listed, monitored, restarted, and controlled using the Contact Center
Configuration tab on the Tasks tab of the High Availability utility. The Contact Center Configuration
tab lists the critical CCMS services and all of the CCT services on the active server.
There is no requirement to change the data in this table, the default values are suitable for most
solutions.
If the services are selected for Monitor and Restart and one or more services fail, either the same
or more number of times as the Restart Limit value, then a switchover to the standby server
occurs.

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The HA service monitor uses its internal service restart counter to track the number of service
restarts that have occurred for the monitored service. The number of restarts is limited to the
Restart Limit configured in the High Availability Utility.
The service monitor triggers the switchover when the restart counter for the monitored service has
reached the Restart Limit configured for the service, but only in the following situations:
• Switchovers are enabled on both active and standby servers.
• The standby server is shadowing the data from the active server.
• Both the active and standby servers have valid license files.
The service monitor resets its internal service restart counter to zero. This allows a restart of the
monitored service when the Restart Limit is reached. The restart counter is reset to zero under
one or more of the following conditions:
• After the Restart Threshold: 7200 seconds or configured value of threshold.
• When changes are made on the CC Configuration window in the High Availability Utility.
• The switchover fails. For example, when switchovers are not enabled on the standby server
or the standby server is not shadowing data from the active server.
• The Restart check box is not selected on the CC Configuration window for the monitored
service.
• Switchover is disabled on either the active server or the standby server.
The RestartThreshold is the time period within when the services are monitored and the counters
are increased when services fail. When this threshold is met, the counters are reset to zero,
monitoring restarts, and the restart threshold timer resets.
The HA service monitor monitors the following CCMS services:
• OAM_Service
• CCMS_OAM_CMF_Service
• CCMS_NBMSM_Service
• CCMS_UNE_Service
• NBTSM_Service
• NITSM_Service
• ASM_Service
• TFE_Service
The HA service monitor monitors the following CCT services:
• NCCTDALS
• TapiSrv
• ACDProxy service
• NCCT Taip Connector service
• NCCT service
• NCCT OI Service

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 Configuring service monitoring on the Active Server

Important:
If you want to monitor individual services, you must first select the CCMS and or CCT service
monitor check box.
Note:
The CCMS service monitoring settings are dynamic, you can change them while CCMS is
running. The CCT service monitoring settings are not dynamic, you must configure the CCT
settings before CCT starts, or you can restart CCT after configuring the setting.

Procedure
1. Log on to the Active Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. In the High Availability window, in the left pane, expand the Tasks folder.
4. Double-click CC Configuration.
5. For each service to monitor, select the Monitor check box.
6. For each service to restart, select the Restart check box.
Important:
By default service monitoring is selected for CCT and is not selected for CCMS.
7. In the Start Wait Time column, accept the default number of seconds or type your own
value.
8. For CCT only, in the Stop Wait Time column, accept the default number of seconds or
type your own value.
9. In the Restart Limit column, type the maximum number of attempts to restart the service
before switchover occurs. This Administrator decides the maximum number.
10. In the Restart Threshold column, type the time in seconds to reset the restart counter (for
each service that is restarted) after the threshold is passed.

Variable definitions
Note:
The CCMS service monitoring settings are dynamic, you can change them while CCMS is
running. The CCT service monitoring settings are not dynamic, you must configure the CCT
settings before CCT starts, or you can restart CCT after configuring the setting.

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Name Description
CC The monitored Contact Center application name.
You can monitor Contact Center Manager Server
(CCMS) and Communication Control Toolkit (CCT)
services.
Service The application service name, for example
OAM_Service.
Monitor Used to enable or disable the monitoring of each
service. Select this check box for each Contact
Center service you want to monitor.
Restart Restart the service if it stops. The Monitor check
box must be checked to enable the Restart check
box.
• If Restart is selected, if the service stops
abnormally the service can be restarted and/or
monitor can trigger the switchover.
• If Restart is not selected, the service is not be
restarted by the monitor. And the service monitor
does not trigger a switchover if this service stops
abnormally or terminates.
• If Restart is not selected, and a monitored service
is terminated using the Windows Task Manager,
the service is restarted immediately by the CCMS
MAS Service Manager service. CCT services are
not restarted by CCMS MAS Service Manager. If
you want to stop a service, use Windows Service
Manager or the System Control and Monitor Utility
(SCMU) to stop the service.
Table continues…

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 Configuring service monitoring on the Active Server

Name Description
Start Wait Time (for the CCMS services) The time in seconds that service monitor waits
before attempting to restart or initiating a switchover
to the standby server if this service is not running.
• When the CCMS server starts, the service
monitor waits for 240 seconds for all the
monitored CCMS services to start up. After 240
seconds, if any of the monitored services are not
fully started, the service monitor waits for the Start
Wait Time configured for the service. If the service
is still not fully started, the service monitor either
restarts the affected service or triggers the
switchover.
• If a monitored service stops abnormally or
terminates, service monitor waits until the Start
Wait Time is elapsed before restarting or
triggering a switchover. Restarting a service
triggers the internal 240 second timer.
• For CCMS services, the default Start Wait Time
value is 1 second. The minimum Start Wait Time
value is 1 second. The maximum Start Wait Time
value is 1200 seconds.
Table continues…

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Name Description
Start Wait Time (for the CCT services) The number of seconds CCT SMON gives a service
to start after issuing a Windows service start
command.
• CCT has a defined order in which the services
startup. As each service starts, the start timer is
initiated. If the monitored service is not fully
started, monitor either restarts the affected
service or requests a switchover. If the service
restarts successfully, the dependent services are
then started in the correct order.
• If a monitored service is stopped abnormally or
terminates:
- if the Restart Limit is set to 0 (zero), the service
monitor requests a switchover.
- if the Restart Limit is greater than zero, the
service monitor waits 30 seconds before it
attempts to restart the service. The service
monitor then waits for the Start Wait Time for
the service to start. If the timer expires the
service monitor either restarts the service or
initiates a switchover depending on threshold
limit.
• For CCT services, the default Start Wait Time
value is 60 seconds. The minimum Start Wait
Time value is 60 seconds. The maximum Start
Wait Time value is 1200 seconds.
Stop Wait Time This input is not used by the CCMS service monitor.
This input is used only by the CCT monitored
services.
The number of seconds CCT service monitor gives
a service to stop after issuing a Windows service
stop command. If the service has not stopped
gracefully and this time expires, the service is
terminated.
Restart Limit The number of times a service can be restarted by
the service monitor before initiating a switchover.
The maximum number is 20.
• If Switchover is disabled or if a switchover cannot
happen, irrespective of the Restart Limit value,
the monitored service is restarted on every
abnormal stop or a service crash.
Table continues…

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 Backing up the database on the Active Server

Name Description
Restart Threshold The time elapsed since the last restart of a call
processing service by the service monitor. This is
used to reset the service monitor’s internal restart
counter per service to Restart Limit.

Procedure job aid

This section provides examples of the service monitor configuration in the High Availability Utility.
When the CCMS OAM service has abnormally stopped or crashed 3 times for longer than 60
seconds in a period of 12 hours, initiate an automatic switchover. This requirement is achieved by
setting the OAM service configuration values to the following settings:

CC CCMS
Service OAM_Service
Monitor Selected
Restart Selected
Start Wait Timer 60 Seconds
Restart Limit 3
Restart Threshold 43200 Seconds (12 hours)

When the NCCTDALS service has stopped 3 times in a period of 12 hours, initiate an automatic
switchover. This requirement is achieved by setting the NCCTDALS service configuration values
to the following settings:

CC CCT
Service NCCTDALS
Monitor Selected
Restart Selected
Restart Limit 3
Restart Threshold 43200 Seconds (12 hours)

Backing up the database on the Active Server

About this task
The Active Server is configured for High Availability. Now the Standby Server must be prepared for
High Availability resiliency. Back up the Active Server to create a snapshot of the database which
is then restored to the Standby Server. On the active all databases must be backed-up.

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Important:
Do not use a folder on the Active or Standby servers as the backup location.
Procedure
1. Log on to the Active Server.
2. On the Apps screen, in the Avaya section, select Database Maintenance.
3. Click Backup Locations.
4. Click Create.
5. From the Driver Letter list, select the network drive on which you want to store the CCMS,
CCT, ADMIN, and CCMA databases.
6. In the UNC Path box, type the location to store the backup, in the format \\Computer Name
\Backup Location. This location must be a shared folder with correct permissions.
Important:
If your contact center includes a Multimedia Contact Server, do not use the same
backup folder for your Voice Contact Server and Multimedia Contact Server ADMIN
databases, as ADMIN databases stored in the same backup location overwrite each
other.
7. In the User Name box, type the user name used to log on to the computer specified in the
UNC Path box. The user name is in the format Computer Name\Account Name.
8. In the Password box, type the Windows password.
9. Click OK.
10. In the left pane, click Immediate Backup.
11. In the Media Type section, select Network Location.
12. From the Backup Location list, select the network drive on which to store the backup.
13. Click Backup.

Restoring the database on the Standby Server

Before you begin
• Know the location of the backup database.
• Ensure no traffic is running on the Standby Server.
• Stop shadowing if shadowing is running on the Standby Server.
• Stop all Contact Center services using the SCMU utility, if services are running.
• Ensure the patch level on the Standby Server is the same as the Active Server.

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 Restoring the database on the Standby Server

Important:
Not all CCT data is stored in the database; therefore the following data must be
configured on the Standby Server, the CCT Communication Server 1000 service
provider, CCT License, CCT Contact Management Framework, CCT SOA configuration
(CCT Web Services), and CCT logging location.
Important:
You must restore all databases on a Voice Contact Server. Restoring only CCMS and not
CCT or ADMIN might leave an inconsistent server and HA cannot shadow data correctly.
Important:
Restoring the ADMIN database can change configuration of Backup locations on the
Standby Server if the Active Server and Standby Server backup locations are different.
Therefore, after you restore the ADMIN database, close and reopen the Database and
Maintenance utility.
Important:
Run the Server Configuration utility after performing a database restore and check that
the data is correct.
About this task
Restore the database from the Active Server to the Standby Server to ensure the databases are
consistent. The Database Maintenance utility can restore all application databases at once.
Restore the data for the CCMS, CCT, and ADMIN databases.
You must restore the CCMS, CCT, and ADMIN database onto the Standby Server.
Procedure
1. Log on to the Standby Server.
2. On the Apps screen, in the Avaya section, select Database Maintenance.
3. In the Database Maintenance dialog box, in the left pane, click Restore.
4. In the right pane, under Media Type, select the media type on which the backup is
restored.
5. If the backup file is on the network drive, in the Backup Location list, select the backup
location.
6. Under Application, select CCMS, CCT, ADMIN, and CCMA.
7. Under Restore contents, select Data.
8. Click Restore.
9. Use the Information field to monitor the progress of the restoration.
10. Click Exit to close the Database Maintenance utility.

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Variable definitions
Name Description
Application The database and applications of Contact Center
that you can back up.
Backup Location The destination of the network disk. The values are
configured in the Backup Locations.
Restore contents The type of content that is stored in the database.
Data is data in the database.
Schema (read only) is the data for the database
structure, tables and procedures.
Offline is the Multimedia Offline database.
Media type The type of media used for your backup file. You
can use a network disk location or a tape drive.
If you use a network disk location, you must
configure a destination before you can back up the
file.

Configuring High Availability on the Standby Server

Before you begin
• The Active Server databases are restored on to the Standby Server.
About this task
Configure High Availability resiliency on the Standby Server using the High Availability utility. The
Standby Server shadows the Active Server and takes over processing if the Active Server fails.
Procedure
1. Log on to the Standby Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. In the left pane of the High Availability dialog box, click Server Mode.
4. In the Server Mode Configuration section, select Standby.
5. Under IP Configuration, type the Active Server details, CLAN and ELAN IP addresses.
6. Under IP Configuration, type the Standby Server details, CLAN and ELAN IP
addresses.
7. Under IP Configuration, in the Trusted IP box, type the IP address of a trusted server.
8. Click Save.

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 Configuring High Availability on the Standby Server

A system message box appears. You must stop the system before you save any
information.
9. Click OK.

Variable definitions
Name Description
Managed IP The virtual Managed IP (MIP) address that is used
for both the Active and Standby servers for campus
resiliency.
The Active Server is always assigned the MIP. If a
switchover occurs the MIP is assigned to the new
Active Server. Agents and other applications are not
aware that a switchover occurred because the IP
address does not change.
A MIP is used only when the Active and Standby
servers are in the same subnet.
Active Server details The IP address for the server initially configured in
Active mode.
Standby Server details The IP address for the server initially configured in
Standby mode.
Trusted IP Address The Active and Standby servers use the Trusted IP
address to verify network connectivity. If the Active
server cannot communicate with the Standby server
it attempts to communicate with the Trusted IP
address. If the Active Server cannot connect to the
Trusted IP address on startup then no Contact
Center services start on that server. If the Active
server cannot communicate with the Trusted IP
address, if shadowing and switchover are enabled,
then the Active server stops processing contacts
and shuts down. The Standby server starts
processing contacts if it cannot communicate with
the Active server but can communicate with the
Trusted IP address.
Avaya recommends that you use the IP address of
some part of your IT infrastructure, that is always
available to respond to ping request, as the Trusted
IP address.

Procedure job aid

Configure High Availability on the standby server.

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Figure 20: Example of configuring High Availability on the standby server

Verifying server details on the Standby Server

Before you begin
• The Active Server databases are restored on to the Standby Server.
About this task
After you restore the Active Server database on to the Standby Server, verify that the Standby
Server is configured correctly.
Procedure
1. Log on to the Standby Server.

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 Verifying server details on the Standby Server

2. On the Apps screen, in the Avaya section, select Server Configuration.

3. In the Server Configuration dialog box, click the Local Settings tab.
4. Update the Standby Server local settings.
5. Click Apply All.
6. On the Restart Required dialog, click No.
7. In the Server Configuration dialog box, click the Licensing tab.
8. Update the Standby Server licensing details.
9. Click Apply All.
10. On the Restart Required dialog, click No.
11. In the Server Configuration dialog box, click the Switch CS 1000 tab.
12. Update the Avaya Communication Server 1000 PABX Data details.
13. Click Apply All.
14. On the Restart Required dialog, click Yes.
15. Click Exit.

Variable definitions
Name Description
Avaya Server Subnet IP Address The IP address of the subnet that connects the
Contact Center servers (Contact Center Manager
Server, Network Control Center, Contact Center
Manager Administration, and Contact Center
Multimedia are connected.
Alternative PABX Customer Number The customer number of the PABX, if more than
one customer is registered for the PABX.
Alternative PABX IP Address The IP address of the PABX, if more than one IP
address is registered for the PABX.
Alternative PABX Serial Number The serial number of the PABX, if more than one
serial number is registered for the PABX.
CallPilot IP Address The IP address of the primary Avaya CallPilot®
voice connection type to the Contact Center
Manager Server when working with an Avaya
Communication Server 1000 PABX.
Table continues…

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Name Description
CallPilot Port The port number of the primary Avaya CallPilot®
voice connection type to the Contact Center
Manager Server when working with an Avaya
Communication Server 1000 PABX. The default
port is 5060.
PABX Customer Number The customer number for the PABX.
PABX IP Address The IP address of the PABX.
PABX Name The name of the Avaya Communication Server
1000 PABX.
Valid characters for PABX names are A-Z, a-z, 0-9,
underscore (_), and period (.). PABX names must
begin with an alphabetical character and cannot
contain spaces. The last character must not be an
underscore or period. PABX names must not
exceed 80 characters in length.

Starting the Active Server

About this task
Start the Active Server using the High Availability utility. Starting the Active Server starts Contact
Center services and system processes.
Procedure
1. Log on to the Active Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Tasks.
4. Double-click CC Applications.
5. In the first box under CC Applications, select the system.
6. Click Start.
A delay occurs before all Contact Center services start.
7. Click Save.
8. On the Apps screen, in the Avaya section, select System Control and Monitor Utility.
9. Verify that all Contact Center services are running.

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 Starting shadowing on the Standby Server

Procedure job aid

After the system starts, check that the Managed IP (MIP) address is assigned to the network
adapter of the Active Server by opening a command window and entering:
IPCONFIG /all
The IP and the MIP of the Active Server appears.

Starting shadowing on the Standby Server

Before you begin
Important:
Enabling the shadowing functionality is available only on the system control dialog box of the
High Availability utility on the Standby Server.
Important:
It is advisable on the Standby Server not to stop and start shadowing but to use the pause
and resume functionality.
About this task
Start shadowing on the Standby Server using the High Availability utility. The Standby server must
be shadowing the Active server for a switchover to occur if the Active Server fails. While the
Standby server is shadowing the Active server, it maintains a near real-time local copy of the
Contact Center applications and Administration databases. Therefore, the Standby Server is
configured with the most recent data and it can take over from the Active Server if necessary.
Important:
You must backup the Active server database, restore it onto the Standby server, and enable
shadowing within 24 hours. If the difference in time between the Active and Standby server
database content is greater than 24 hours then database shadowing does not work. If
shadowing is stopped for more than 24 hours then you must backup the Active server
database and restore it onto the Standby server before re-enabling shadowing. Ensure that
the system clock time on the Active and Standby servers are synchronized.
Procedure
1. Log on to the Standby Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Tasks.
4. Double-click System Control.
5. In the Control box, select Shadowing.
6. Click Start.

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7. Click Save.
8. On the Apps screen, in the Avaya section, select System Control and Monitor Utility.
9. On each application tab, verify that the services are stopped.

Procedure job aid

Example of starting shadowing on the standby server.

Figure 21: Starting shadowing on the Standby Server.

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 Verifying shadowing is running

Verifying shadowing is running

About this task
Verify that the Standby server is shadowing the Active server using the High Availability Utility. The
System dialog box of the High Availability utility displays system information about the Active and
the Standby servers.
The dialog box displays the followings information categories:
• Computer name and operating system version
• Server mode
• Server configuration type
• Port information
• Remote server connection status
• Remote server port information
• License information
• Databases shadowed
• Time of last record shadowed
• Database namespaces
• Local and remote information on system status, switchover, shadowing and network.
• CC Application install information
• Database space and journaling information
• Database processes information
Procedure
1. Log on to the Active Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. In the left pane, expand Configuration.
4. Select System.
5. Select Get System Configuration.
The most recent system information appears.

Procedure job aid

To verify that the Standby Server is shadowing the Active server, examine the Shadowing section
of the System Configuration log on the Active server.
For example, look for the following text:
• Shadowing :

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Hot Standby High Availability Voice Contact Server commissioning

• Number of clients connected : 1

• List of Shadow Clients connected :
• AA.BB.CC.DD [port Number] Latency : 0 second Shadowing Rate :
• Last record of Shadowing was @ date and times shadowing started.
Where AA.BB.CC.DD is the IP address of the Standby server.

Changing server details in Contact Center Manager

Administration
About this task
In Contact Center Manager Administration, change the Contact Center Manager Server,
Communication Control Toolkit and Contact Center Multimedia details to use the High Availability
Managed IP address and Managed name details.
The High Availability Managed IP address and Managed name details entered here must match
those configured in the hosts file.
Procedure
1. Log on to the active server.
2. Log on to the Contact Center Manager Administration application with administrative
privileges.
3. On the Launchpad, click Configuration.
4. From the list of servers in the system tree, right-click on CCMS, and select Edit
Properties.
5. In the Server Name box, type the High Availability Managed name of the active server.
6. In the IP Address box, type the High Availability Managed IP address of the active server.
7. In the Display Name box, type the name of Contact Center Manager Server as you want it
to appear in the system tree of Contact Center Manager Administration.
8. Click Submit.
9. From the list of servers in the system tree, right-click on CCT, and select Edit Properties.
10. In the Server Name box, type the High Availability Managed name of the active server.
11. In the IP Address box, type the High Availability Managed IP address of the active server.
12. In the Display Name box, type the name of Communication Control Toolkit as you want it
to appear in the system tree of Contact Center Manager Administration.
13. Click Submit.
14. From the list of servers in the system tree, right-click on CCMM, and select Edit
Properties.

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 Using the Contact Center Manager Administration server Managed name

15. In the Server Name box, type the High Availability Managed name of the active server.
16. In the IP Address box, type the High Availability Managed IP address of the active server.
17. In the Display Name box, type the name of Contact Center Multimedia as you want it to
appear in the system tree of Contact Center Manager Administration.
18. Click Submit.

Using the Contact Center Manager Administration server

Managed name
Before you begin
• Configure High Availability on the Active and Standby servers.
• Change the server details in CCMA.
• Know the user ID and password to log on to the CCMA.
About this task
Use the High Availability Managed name of Contact Center Manager Administration access the
CCMA application. When the Avaya Aura® Contact Center High Availability feature is configured
and enabled, re-direct all Contact Center Manager Administration client Web browsers to use the
Managed server name of the server CCMA is installed on.
If you have a High Availability campus solution Avaya recommends that you log on to the CCMA
Web client using the Managed name of the active server. If an active application or server fails,
the CCMA client Web browser continues to use the Managed name and you can continue working
without interruption.
Important:
Do not type the real or Managed IP address in the Address box. Using an IP address results
in problems with Scripting, Historical Reporting, Configuration, Contact Center Management,
and Access and Partition Management.
Procedure
1. Start Internet Explorer.
2. In the Address box, type the URL of the server CCMA is installed on.
The default URL is https://<server name> OR, if you turned off Web Services security then
the default URL is http://<server name>, where <server name> is the Managed server
name of the High Availability server pair.
3. In the User ID box, type your user ID.
4. In the Password box, type your password.
5. Click Login.

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Hot Standby High Availability Voice Contact Server commissioning

Testing switchovers
Before you begin
• Configure High Availability on the Active and Standby servers.
About this task
Test the High Availability feature and infrastructure by making a manual switchover from the Active
server to the Standby server.
Procedure
1. Log on to the current Active Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. In the left pane of the High Availability window, expand Tasks.
4. Under Tasks, double-click System Control.
5. In the Control box, select Switchover.
6. Select the System tab.
7. Select Switchover.
8. Click Start.
9. Make a call using the CCT Reference Client to test the Standby Server configuration, when
the Standby Server becomes the new Active Server.
For more details, see Verifying CCT using the Reference Client on page 111.
Next steps
A network outage triggers a switchover. There are test scenarios you can use to trigger a network
outage, for example:
• A physical NIC cable break. This applies when Avaya Aura® Contact Center is installed on a
physical server or on a virtual machine.
• Disconnecting the virtual NIC of an Avaya Aura® Contact Center virtual machine.

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Chapter 17: Geographic High Availability
Voice Contact Server
commissioning

This section describes how to configure geographic High Availability (HA) for Voice Contact Servers
in a hot standby Avaya Communication Server 1000 based solution. Avaya Aura® Contact Center
geographic High Availability supports data resiliency and Disaster Recovery.
You must complete all the procedures in this section in sequential order.
In geographic Wide Area Network solutions the standby server on the remote geographic site is
called a Remote Geographic Node server. The Active server and the Remote Geographic Node
server are part of the same Avaya Aura® Contact Center solution but they are typically in different
geographic locations and subnets.
The Active server can also have a local Standby server in the same campus location. The Standby
server shadows the Active server. If the Active server fails the local Standby server takes over call
processing on the local site. In Avaya Communication Server 1000-based solutions, the Active
Server need not have a Standby Server. Avaya Aura® Contact Center supports an Active Server
with a Remote Geographic Node server and without a Standby Server.
The Remote Geographic Node server on the remote site shadows the Active server on the campus
site. If the Active server fails, the local Standby server assumes the shared Managed IP address
and starts processing calls. The Remote Geographic Node server monitors the campus Managed IP
address so it continues shadowing.
Remote Geographic Node server commissioning overview:
In a geographic Voice and Multimedia Contact Server HA configuration, one server is the Active
server and one is the Remote Geographic Node server. The active Voice and Multimedia Contact
Server actively processes scripts and contacts and records statistics. The Remote Geographic Node
server shadows the active server. The Remote Geographic Node server does not automatically take
over if the active system fails. You must start the Remote Geographic Node server manually. The
Remote Geographic Node and Active servers must have the same patch level and the same hard
disk drive partitions.

High Availability Utility:

Configure High Availability resiliency for CCMS and CCT using the High Availability Utility in the
Database Utilities. The High Availability Utility is used to configure which server is the active and
which is Remote Geographic Node server.

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Geographic High Availability Voice Contact Server commissioning

The High Availability Utility on an Active Server has the following dialogs under the Configuration
tab:
• Server Mode
- Configure the IP address for the Active and Standby servers
- Configure the IP address for Trusted servers
- Configure the IP address for a Remote Geographic Node
- Identify if the server is Active, Standby, or a Remote Geographic Node
- Enable Automatic Switchover
- Configure the switchover time-out. This is the wait time if a network outage occurs before an
automatic switchover occurs
- Temporally set as Non-HA
• Notifications
- Configure an email server for email notifications
- Configure where and how often to send email notifications
- Configure the email character set
• System
- Display information on the system status
- Verify that shadowing is running
The High Availability utility on an Active Server has the following dialogs under the Tasks tab:
• CC Applications
- Start or stop the system
- Enable or disable CC applications
- Enable or disable switchover on the CC applications
- Display system information
• CC Configuration
- Monitor application service status
- Define which application services are stopped or started
- Configure how often a service restarts before switching over to the Remote Geographic
Node server
• System Control
- Initiate a manual switchover for the Active Server
- Initiate Remote Geographic Node server shadowing

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 Prerequisites

Prerequisites
Procedure
• The active and Remote Geographic Node servers must meet the planning and engineering
specifications. For more information, see Avaya Aura® Contact Center Overview and
Specification.
• Ensure unused Network Interface Cards (NICs) are disabled.
• The Voice Contact Server is installed on the Active and Remote Geographic Node servers
using the same drive specification on each server.
• CCMS is configured on the Active Server. For more information, see Contact Center
Manager Server commissioning on page 43.
• Ensure the third-party networking utility is installed. For more information, see Installing the
third-party networking utility on page 50.
• CCMA is configured on the Active Server. For more information, see Contact Center
Manager Administration commissioning on page 53.
• CCT is configured on the Active Server. For more information, see Communication Control
Toolkit commissioning for AML-based Contact Center on page 97.
• Have a valid Remote Geographic Node server license file on the Active and Remote
Geographic Node server.
• Ensure the Voice Contact Server is on a domain. This is to allow the CCT clients to
automatically re-connect after a switchover.
• Ensure the Remote Geographic Node server IP addresses are configured in CCMM General
Administration on the active server. For more information, see Configuring CCMM General
Administration on page 195.
• Before you commission High Availability, use System Control and Monitoring Utility (SCMU)
to shut down all CCMS and CCT services on both the active and Remote Geographic Node
servers.

High Availability commissioning checklist

The following is a list of key configuration items required for High Availability commissioning in an
AML-based contact center environment.
Item Your value Description
Ensure that Contact Center is High Availability is a licensed feature and
licensed for High Availability is enabled when you purchase a standby
server license.
Active server host name The name of your AACC active server.
Table continues…

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Geographic High Availability Voice Contact Server commissioning

Item Your value Description

Active server CLAN IP The CLAN IP address of your AACC active
address server.
Active server ELAN IP The ELAN IP address of your AACC active
address server.
Standby server host name The name of your AACC standby server.
Standby server CLAN IP The CLAN IP address of your AACC
address standby server.
Standby server ELAN IP The ELAN IP address of your AACC
address standby server.
Managed name The managed name of your AACC server.
Managed CLAN IP address The managed CLAN IP address of your
AACC server.
Managed ELAN IP address The managed ELAN IP address of your
AACC server.
Using Hosts file or DNS? If you are using the Hosts files to resolve
Managed names to Managed IP
addresses, ensure that you add the
Managed names and Managed IP
addresses to the Hosts file.
Trusted IP address Avaya recommends that you use the IP
address of some part of your IT
infrastructure, that is always available to
respond to a ping request, as the Trusted
IP address.
RGN server host name The name of your AACC Remote
Geographic Node (RGN) server.
RGN server CLAN IP The CLAN IP address of your AACC RGN
address server.
RGN server ELAN IP The ELAN IP address of your AACC RGN
address server.
Using email notification? You can enable automatic email
switchover notifications to alert the Contact
Center administrator. When enabled, the
specified email address receives an
automatic email which provides switchover
information to the recipient.
SMTP Server name The name of your SMTP server for email
notification after an automatic switchover
occurs.
Email Username The log on name of an email user
configured on the email server.
Table continues…

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 Resolving the Managed name to the Managed IP address

Item Your value Description

Email Password The password of an email user configured
on the email server.
Email address to send The email address that the email
notifications from notification is sent from.
Email address to send The email address that the email
notifications to notification is sent to.
Database backup location The location of the shared folder where
you store database backups. This must not
be a folder on the active or standby
servers.

Resolving the Managed name to the Managed IP address

About this task
Complete the following procedure to resolve the Managed server name to the Managed IP
address. If the server has two network interfaces, apply these settings to the CLAN network
interface. Each Contact Center server in a domain requires a DNS static entry.
Important:
Avaya Aura® Contact Center High Availability solutions do not support Dynamic DNS.
Ask your System Administrator to add a Domain Name System (DNS) static entry for the active
and standby servers and one additional DNS static entry for the each Managed name and
associated Managed IP address.
In High Availability solutions using local WebLM, the managed IP address must be lower than the
active and standby server IP addresses. For example, if the active server IP address is 1.2.3.4
and the standby server IP address is 1.2.3.5, the managed IP address is 1.2.3.3.
A typical High Availability campus solution with a pair of HA servers requires 3 DNS static entries;
one DNS static entry for the active server, one DNS static entry for the standby server, and one
DNS static entry for the Managed name and associated IP address.
If your solution is going to have a Remote Geographic Node (RGN) server, ask your System
Administrator to add a Domain Name System (DNS) static entry for the RGN server.
Perform this procedure on the active server. Perform this procedure on the standby server if you
have one. Perform this procedure on the RGN server if you have one.
Procedure
1. Log on to the active server.
2. Open Windows Explorer.
3. Go to the folder C:\Windows\system32\drivers\etc.
4. Double-click on the hosts file, select Open, and select Notepad.

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Geographic High Availability Voice Contact Server commissioning

The hosts file opens in Notepad.

5. Add the Managed IP address and the Managed server name to the hosts file.
Important:
The Managed server name can be a full name or netbios server name.
6. If you have a standby server, repeat the above steps on the Standby server.
7. If you have an RGN server, repeat the above steps on the RGN server.

Verifying services are ready for High Availability

About this task
Verify that all Contact Center services stop before you configure High Availability. This ensures
that all resources are available to the Active Server when it starts.
Perform this procedure on the Active and Remote Geographic Node servers.
Procedure
1. Log on to the Active Server.
2. On the Apps screen, in the Avaya section, select System Control and Monitor Utility.
3. Click the Contact Center tab, click Shutdown Contact Center.
4. Wait until all the Contact Center applications show a status of Shut down.
5. Close the System Control and Monitor Utility window.
6. Repeat this procedure on the Remote Geographic Node server.

Configuring High Availability on the Active Server

About this task
Configure remote High Availability resiliency on the Active Server using the High Availability Utility.
The Active Server is the server which includes CCMS and CCT, and normally processes calls.
In AML-based solutions the Active Server need not have a Standby Server. An Active Server with
only a Remote Geographic Node server is supported.
The Standby Server shadows the Active Server and takes over processing if the Active Server
fails. If the Active server fails, and if you do not have a Standby server, you must manually
switchover to the Remote Geographic Node server. If the Active and Standby servers fail, you
must manually switchover to the Remote Geographic Node server.

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 Configuring High Availability on the Active Server

Procedure
1. Select one server to be the active server and log on.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Configuration.
4. Double-click Server Mode.
5. Under Server Mode Configuration, select Active.
6. Under IP Configuration, type the Active Server details, CLAN and ELAN IP addresses.
7. In the Address box, type the IP address of the Trusted IP server.
8. Under Remote Geographic Node, in the Address box, type the IP address of the Remote
Geographic Node server.
9. Click Save.
Example
Configure High Availability on the active server.

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Geographic High Availability Voice Contact Server commissioning

Figure 22: Example of configuring High Availability on the active server

Variable definitions
Name Description
Active Server details The IP address for the server initially configured in
Active mode.
Standby Server details The IP address for the server initially configured in
Standby mode.
Table continues…

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 Configuring service monitoring on the Active Server

Name Description
Trusted Address Avaya recommends that you use the IP address of
some part of your IT infrastructure, that is always
available to respond to a ping request, as the
Trusted IP address.
Managed IP The virtual Managed IP (MIP) address that is used
by the Active Server for campus resiliency.
The Active Server is always assigned the MIP. If a
switchover occurs the MIP is assigned to the new
Active Server. Agents and other applications are not
aware that a switchover occurred because the IP
address does not change.
A MIP is used only when the Active and Standby
servers are in the same subnet.
Remote Geographic Node The IP address of the Remote Geographic Node
server.

Configuring service monitoring on the Active Server

About this task
The High Availability feature monitors a number of critical services on the Active Server. If these
critical services stop or fail, they automatically restart in the correct order.
Critical services are listed, monitored, restarted, and controlled using the Contact Center
Configuration tab on the Tasks tab of the High Availability utility. The Contact Center Configuration
tab lists the critical CCMS services and all of the CCT services on the active server.
There is no requirement to change the data in this table, the default values are suitable for most
solutions.
If the services are selected for Monitor and Restart and one or more services fail, either the same
or more number of times as the Restart Limit value, then a switchover to the standby server
occurs.
The HA service monitor uses its internal service restart counter to track the number of service
restarts that have occurred for the monitored service. The number of restarts is limited to the
Restart Limit configured in the High Availability Utility.
The service monitor triggers the switchover when the restart counter for the monitored service has
reached the Restart Limit configured for the service, but only in the following situations:
• Switchovers are enabled on both active and standby servers.
• The standby server is shadowing the data from the active server.
• Both the active and standby servers have valid license files.

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Geographic High Availability Voice Contact Server commissioning

The service monitor resets its internal service restart counter to zero. This allows a restart of the
monitored service when the Restart Limit is reached. The restart counter is reset to zero under
one or more of the following conditions:
• After the Restart Threshold: 7200 seconds or configured value of threshold.
• When changes are made on the CC Configuration window in the High Availability Utility.
• The switchover fails. For example, when switchovers are not enabled on the standby server
or the standby server is not shadowing data from the active server.
• The Restart check box is not selected on the CC Configuration window for the monitored
service.
• Switchover is disabled on the active server.
The RestartThreshold is the time period within when the services are monitored and the counters
are increased when services fail. When this threshold is met, the counters are reset to zero,
monitoring restarts, and the restart threshold timer resets.
Important:
If you want to monitor individual services, the CCMS service monitor check box must be
selected first.
Procedure
1. Log on to the Active Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. In the High Availability window, in the left pane, expand the Tasks folder.
4. Double-click CC Configuration.
5. For each service to monitor, select the Monitor check box.
6. For each service to restart, select the Restart check box.
Important:
By default service monitoring is selected for CCT and is not selected for CCMS.
7. In the Start Wait Time column, accept the default number of seconds or type your own
value.
8. For CCT only, in the Stop Wait Time column, accept the default number of seconds or
type your own value.
9. In the Restart Limit column, type the maximum number of attempts to restart the service
before switchover occurs. The Administrator decides the maximum number.
10. In the Restart Threshold column, type the time in seconds to reset the restart counter (for
each service that is restarted) after the threshold is passed.

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 Configuring service monitoring on the Active Server

Variable definitions
Name Description
CC The Contact Center application name.
Service The application service name, for example
OAM_Service.
Monitor Used to enable or disable the service monitoring.
Restart Restart the service if it stops.
Start Wait Timer (CCMS) The time in seconds that service monitor waits
before attempting to restart or initiating a switchover
to the standby server if this service is not running.
Stop Wait Time (CCMS) The waiting time (in seconds) for the next restart
decision. For example, if service monitor stopped
this service, service monitor checks the status if the
status is not SERVICE_STOPPED, it waits for Stop
Wait Time before attempting to start the service.
Start Wait Timer (CCT) The number of seconds CCT SMON gives a service
to start after issuing a Windows service start
command. If the service has not started and this
time expires, the service is stopped and another
attempt to start the service is made. The default
CCT services Start Wait Time is 60 seconds.
Configure the CCT services Start Wait Time to be
60 seconds or more.
Stop Wait Time (CCT) The number of seconds CCT SMON gives a service
to stop after issuing a Windows service stop
command. If the service has not stopped gracefully
and this time expires, the service is force stopped.
Restart Limit The number of times a service can be restarted by
the service monitor before initiating a switchover.
Restart Threshold The time elapsed since the last restart of a call
processing service by the Service Monitor. It is the
time value in seconds to reset the Restart Counter
to the value zero by the Service monitor.

Procedure job aid

This section provides an example of the service monitor configuration in the High Availability
Utility.
When the CCMS OAM service has stopped 3 times for longer than 60 seconds in a period of 12
hours, initiate an automatic switchover. This requirement is achieved by setting the OAM service
configuration values to the following settings:

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CC CCMS
Service OAM_Service
Monitor Selected
Restart Selected
Start Wait Timer 60 Seconds
Restart Limit 3
Restart Threshold 43200 Seconds (12 hours)

When the NCCTDALS service has stopped 3 times in a period of 12 hours, initiate an automatic
switchover. This requirement is achieved by setting the NCCTDALS service configuration values
to the following settings:

CC CCT
Service NCCTDALS
Monitor Selected
Restart Selected
Restart Limit 3
Restart Threshold 43200 Seconds (12 hours)

Backing up the database on the Active Server

About this task
The Active Server is configured for High Availability. Now the Remote Geographic Node server
must be prepared for High Availability resiliency. Back up the Active Server to create a snapshot of
the database which is then restored to the Remote Geographic Node server. On the active server
all databases must be backed-up.
Important:
Do not use a folder on the Active or Standby servers as the backup location.
Procedure
1. Log on to the Active Server.
2. On the Apps screen, in the Avaya section, select Database Maintenance.
3. Click Backup Locations.
4. Click Create.
5. From the Driver Letter list, select the network drive on which you want to store the CCMS,
CCT, ADMIN, and CCMA databases.
6. In the UNC Path box, type the location to store the backup, in the format \\Computer Name
\Backup Location. This location must be a shared folder with correct permissions.

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 Configuring server details on the Remote Geographic Node

Important:
If your contact center includes a Multimedia Contact Server, do not use the same
backup folder for your Voice Contact Server and Multimedia Contact Server
databases, as ADMIN databases stored in the same backup location overwrite each
other.
7. In the User Name box, type the user name used to log on to the computer specified in the
UNC Path box. The user name is in the format Computer Name\Account Name.
8. In the Password box, type the Windows password.
9. Click OK.
10. In the left pane, click Immediate Backup.
11. In the Media Type section, select Network Location.
12. From the Backup Location list, select the network drive on which to store the backup.
13. Click Backup.

Configuring server details on the Remote Geographic

Node
About this task
Configure the Remote Geographic Node server with its own server details.

Procedure
1. Log on to the Remote Geographic Node server.
2. On the Apps screen, in the Avaya section, select Server Configuration.
3. In the Server Configuration dialog box, click the Local Settings tab.
4. Update the Remote Geographic Node server local settings.
5. Click Apply All.
6. On the Restart Required dialog, click No.
7. In the Server Configuration dialog box, click the Licensing tab.
8. Update the Remote Geographic Node server licensing details.
9. Click Apply All.
10. On the Restart Required dialog, click No.
11. If your contact center is AML-based, in the Server Configuration dialog box, click the
Switch CS 1000 tab.
12. Update the Avaya Communication Server 1000 PABX Data details.

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Geographic High Availability Voice Contact Server commissioning

13. Click Apply All.

14. On the Restart Required dialog, click Yes.
15. Click Exit.

Variable definitions
Name Description
Avaya Server Subnet IP Address The IP address of the subnet that connects the
Contact Center servers (Contact Center Manager
Server, Network Control Center, Contact Center
Manager Administration, and Contact Center
Multimedia).
Alternative PABX Customer Number The customer number of the PABX, if more than
one customer is registered for the PABX.
Alternative PABX IP Address The IP address of the PABX, if more than one IP
address is registered for the PABX.
Alternative PABX Serial Number The serial number of the PABX, if more than one
serial number is registered for the PABX.
CallPilot IP Address The IP address of the primary Avaya CallPilot®
voice connection type to the Contact Center
Manager Server when working with an Avaya
Communication Server 1000 PABX.
CallPilot Port The port number of the primary Avaya CallPilot®
voice connection type to the Contact Center
Manager Server when working with an Avaya
Communication Server 1000 PABX. The default
port is 5060.
PABX Customer Number The customer number for the PABX.
PABX IP Address The IP address of the PABX.
PABX Name The name of the Avaya Communication Server
1000 PABX.
Valid characters for PABX names are A-Z, a-z, 0-9,
underscore (_), and period (.). PABX names must
begin with an alphabetical character and cannot
contain spaces. The last character must not be an
underscore or period. PABX names must not
exceed 80 characters in length.

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 Configuring the Remote Geographic Node local resources

Configuring the Remote Geographic Node local resources

About this task
Configure the Remote Geographic Node (RGN) resources to allow the remote site to function as a
standalone contact center, if or when the need arises.
When High Availability shadowing is enabled, the RGN server shadows some of the configuration
data from the campus site.
The RGN server does not shadow (replicate) information about the following resources from the
campus site:
• Default DN
On the RGN server, you must configure these resources to use local attendants.
Configure a Default DN to catch treated calls that are defaulted by the contact center script and to
catch calls not answered by agents. Avaya recommends that you configure a local attendant at
the RGN site as the Default DN.

Procedure
1. Log on to RGN Contact Center Manager Administration.
2. In the left pane, expand the RGN Contact Center Manager Server on which to configure
global settings. Ensure that you select the local RGN CCMS server, not a campus server.
3. Select the Global Settings folder.
4. Configure the global settings for your system based on the fields listed in the Global
Settings window.
5. In the Default DN box, type the default DN to use when a script defaults or a treated call is
not answered. Avaya recommends that you configure an attendant as the Default DN.
6. Click Submit.

Configuring High Availability on the Remote Geographic

Node server
About this task
Configure High Availability resiliency on the Remote Geographic Node server using the High
Availability utility.
In AML-based solutions the Active Server need not have a Standby Server. An Active Server with
only a Remote Geographic Node server is supported.
The Standby Server shadows the Active Server and takes over processing if the Active Server
fails. If the Active server fails, and if you do not have a Standby server, you must manually

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Geographic High Availability Voice Contact Server commissioning

switchover to the Remote Geographic Node server. If the Active and Standby servers fail, you
must manually switchover to the Remote Geographic Node server.

Procedure
1. Log on to the Remote Geographic Node server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. In the left pane of the High Availability dialog box, click Server Mode.
4. In the Server Mode Configuration section, select RGN.
5. In the Campus details section, in the CLAN box, type the CLAN Managed IP address of
the Campus HA pair or the CLAN IP address of the Active server if you do not have a
standby server.
6. In the Campus details section, in the ELAN box, type the ELAN Managed IP address of
the Campus HA pair or the ELAN IP address of the Active server if you do not have a
standby server.
7. In the Remote Geographic Node details section, in the CLAN box, type the CLAN IP
address of the Remote Geographic Node server.
8. In the Remote Geographic Node details section, in the ELAN box, type the ELAN IP
address of the Remote Geographic Node server.
9. In the Trusted IP section, in the Address box, type the trusted IP address.
10. Click Save.
A system message box appears. You must stop the system before you save any
information.
11. Click OK.
Example
Configure High Availability on the Remote Geographic Node server.

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 Restoring the database on the Remote Geographic Node server

Figure 23: Example of configuring High Availability on the Remote Geographic Node server

Restoring the database on the Remote Geographic Node

server
Before you begin
• Know the location of the backup database.
• Stop all Contact Center services using the SCMU utility, if services are running.
• Ensure the patch level on the Remote Geographic Node server is the same as the Active
Server.

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Important:
Not all CCT data is stored in the database; therefore the following data must be
configured on the Remote Geographic Node server, the CCT Communication Server
1000 service provider, CCT License, CCT Contact Management Framework, CCT SOA
configuration (CCT Web Services), and CCT logging location.
Important:
You must restore all databases on a Voice Contact Server. Restoring only CCMS and not
CCT or ADMIN might leave an inconsistent server and HA cannot shadow data correctly.
Important:
Restoring the ADMIN database can change configuration of Backup locations on the
Remote Geographic Node server if the Active Server and Remote Geographic Node
server backup locations are different. Therefore, after you restore the ADMIN database,
close and reopen the Database and Maintenance utility.
Important:
The Server Configuration utility must be run after a database restore has been performed
and the administrator must check the data to ensure that it is correct.
About this task
Restore the database from the Active Server to the Remote Geographic Node server to ensure
the databases are consistent.The Database Maintenance utility can restore all application
databases at once. Restore the data for the CCMS, CCT, and ADMIN databases.
You must restore the CCMS, CCT, and ADMIN database onto the Remote Geographic Node
server.
Procedure
1. Log on to the Remote Geographic Node server.
2. On the Apps screen, in the Avaya section, select Database Maintenance.
3. In the Database Maintenance dialog box, in the left pane, click Restore.
4. In the right pane, under Media Type, select the media type on which the backup is
restored.
5. If the backup file is on the network drive, in the Backup Location list, select the backup
location.
6. Under Application, select CCMS, CCT and ADMIN.
7. Under Restore contents, select Data.
8. Click Restore.
9. Use the Information field to monitor the progress of the restoration.
10. Click Exit to close the Database Maintenance utility.

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 Starting the Active Server

Variable definitions
Name Description
Application The database and applications of Contact Center
that you can back up.
Backup Location The destination of the network disk. The values are
configured in the Backup Locations.
Restore contents The type of content that is stored in the database.
Data is data in the database.
Schema (read only) is the data for the database
structure, tables and procedures.
Offline is the Multimedia Offline database.
Media type The type of media used for your backup file. You
can use a network disk location or a tape drive.
If you use a network disk location, you must
configure a destination before you can back up the
file.

Starting the Active Server

About this task
Start the Active Server using the High Availability utility. Starting the Active Server starts Contact
Center services and system processes.
Procedure
1. Log on to the Active Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Tasks.
4. Double-click CC Applications.
5. In the first box under CC Applications, select the system.
6. Click Start.
A delay occurs before all Contact Center services start.
7. Click Save.
8. On the Apps screen, in the Avaya section, select System Control and Monitor Utility.
9. Verify that all Contact Center services are running.

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Geographic High Availability Voice Contact Server commissioning

Starting shadowing on the Standby Server

Before you begin
Important:
Enabling the shadowing functionality is available only on the system control dialog box of the
High Availability utility on the Standby Server.
Important:
It is advisable on the Standby Server not to stop and start shadowing but to use the pause
and resume functionality.
About this task
Start shadowing on the Standby Server using the High Availability utility. The Standby server must
be shadowing the Active server for a switchover to occur if the Active Server fails. While the
Standby server is shadowing the Active server, it maintains a near real-time local copy of the
Contact Center applications and Administration databases. Therefore, the Standby Server is
configured with the most recent data and it can take over from the Active Server if necessary.
Important:
You must backup the Active server database, restore it onto the Standby server, and enable
shadowing within 24 hours. If the difference in time between the Active and Standby server
database content is greater than 24 hours then database shadowing does not work. If
shadowing is stopped for more than 24 hours then you must backup the Active server
database and restore it onto the Standby server before re-enabling shadowing. Ensure that
the system clock time on the Active and Standby servers are synchronized.
Procedure
1. Log on to the Standby Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Tasks.
4. Double-click System Control.
5. In the Control box, select Shadowing.
6. Click Start.
7. Click Save.
8. On the Apps screen, in the Avaya section, select System Control and Monitor Utility.
9. On each application tab, verify that the services are stopped.

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 Starting shadowing on the Remote Geographic Node server

Starting shadowing on the Remote Geographic Node

server
Before you begin
Important:
It is advisable on the Remote Geographic Node server not to stop and start shadowing but to
use the pause and resume functionality.
About this task
Start shadowing on the Remote Geographic Node server using the High Availability utility. While
the Remote Geographic Node server is shadowing the Active server, it maintains a near real-time
local copy of the Contact Center applications and Administration databases.
Important:
You must backup the Active server database, restore it onto the Standby server, and enable
shadowing within 24 hours. If the difference in time between the Active and Standby server
database content is greater than 24 hours then database shadowing does not work. If
shadowing is stopped for more than 24 hours then you must backup the Active server
database and restore it onto the Standby server before re-enabling shadowing. Ensure that
the system clock time on the Active and Standby servers are synchronized.
Procedure
1. Log on to the Remote Geographic Node server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Tasks.
4. Double-click System Control.
5. In the Control box, select Shadowing.
6. Click Start.
7. Click OK.
8. On the Apps screen, in the Avaya section, select System Control and Monitor Utility.
9. Verify that the CCMS and CCT services are stopped.

Verifying the Multimedia Contact Server RGN settings

About this task
If you have a Multimedia Contact Server, verify the Remote Geographic Node (RGN) settings. The
RGN server must be available and manually enabled to take over if the campus site fails.

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Geographic High Availability Voice Contact Server commissioning

Procedure
1. Log on to the active server.
2. Log on to the CCMA Web client. If you have HA at the campus, use the managed name.
3. On the Launchpad, select Configuration.
4. Ensure the list of servers in the left hand pane includes only the campus CCMS, CCT and
CCMM server details. Remove any Remote Geographic Node server listings from the left
hand pane.
5. From the server list, select the CCMS server. If you have HA at the campus, use the
managed name.
6. On the CCMS server, select Refresh Server.
7. Ensure the Associated Reporting Server section includes the associated Multimedia
Contact Server. If you have HA at the campus, check that it is the managed name.
8. Ensure the Remote Geographic Node section displays the RGN Server Name and RGN
Server IP of the Remote Geographic Node Voice Contact Server.
9. From the server list, select the CCMM server. If you have HA at the campus, use the
managed name.
10. From the Server menu, choose Edit Properties.
You can also right-click the server and select Edit Properties.
11. In the Remote Geographic Node section, in the RGN Server Name box, type the name
of the RGN Multimedia Contact Server.
12. Press Enter.
The RGN Server IP address box updates to display the IP address of the RGN Multimedia
Contact Server.
13. Click Submit.

Verifying shadowing is running

About this task
Verify that the Remote Geographic Node (RGN) server is shadowing the Active server using the
High Availability Utility. The System dialog box of the High Availability utility displays system
information about the Active and the Remote Geographic Node servers.
The dialog box displays the followings information categories:
• Computer name and operating system version
• Server mode
• Server configuration type

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 Verifying shadowing is running

• Port information
• Remote server connection status
• Remote server port information
• License information
• Databases shadowed
• Time of last record shadowed
• Database namespaces
• Local and remote information on system status, switchover, shadowing and network.
• CC Application install information
• Database space and journaling information
• Database processes information
Procedure
1. Log on to the Active Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. In the left pane, expand Configuration.
4. Select System.
5. Select Get System Configuration.
The most recent system information appears.

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Chapter 18: High Availability Multimedia
Contact Server commissioning

This section describes how to configure High Availability (HA) resiliency on a pair of Multimedia
Contact Servers in a campus contact center solution.
You must complete all the procedures in this section in sequential order.
High Availability Multimedia Contact Server commissioning overview:
In a Multimedia Contact Server HA configuration, one Multimedia Contact Server is the active server
and one is the standby server. The active Multimedia Contact Server actively processes contacts.
The standby server shadows the active server. The standby server copies all configuration changes
made on the active server and monitors the active server status. If the active Multimedia Contact
Server fails, the standby Multimedia Contact Server, running in standby mode, recognizes the failure
and starts processing contacts. The active and standby Multimedia Contact Servers are part of the
same contact center and they must be in the same subnet IP address range for campus High
Availability resiliency to work.
You must configure the standby Multimedia Contact Server the same as the active server. The
standby and active servers must have the same patch level and the same hard disk drive partitions.
Configuration changes made to the active Multimedia Contact Server during normal operation are
automatically copied to the standby server so that the standby server can take over processing from
the active server when necessary.
In a campus solution, a CCMM hardware, network, or database failure can initiate a switchover but
only if:
• The switchover check box on both CCMM servers is selected
• The standby CCMM server is shadowing the active server
• A valid license file containing standby server license information for CCMM exists to allow
switchover
Managed IP Address:
A Managed IP (MIP) address is a virtual IP address that is attached to a network adapter on the
active server. Each Avaya Aura® Contact Center application server is assigned a static IP address.
After the active server in each replication pair is determined, the active server attaches a Managed
IP address to its network interface. The managed IP address is assigned only to the active server
and it is used by all other Contact Center applications and clients to connect to that application. The
standby server assumes this same managed IP address only if it takes over processing and

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 Prerequisites

becomes the active application. The active server stops using the Managed IP when it stops being
the active server.
High Availability Utility:
High Availability resiliency for Contact Center Multimedia is configured using the High Availability
Utility in the Database Utilities. Use the High Availability Utility to configure which server is the active
and which is the standby server. The HA utility also configures the Managed IP of the active server.

Prerequisites
Procedure
• Ensure unused Network Interface Cards (NICs) are disabled.
• Install Contact Center Multimedia software on the active and standby servers.
• Install a Voice Contact Server to provide the core functionality for this Multimedia Contact
Server.
• Commission Contact Center Multimedia. See Contact Center Multimedia server
commissioning on page 113.
• Know how to configure the High Availability settings.
• CCMM stores license information in the registry. Configure CCMM licensing on the standby
CCMM server, after restoring the database from the active server. See Contact Center
Multimedia server commissioning on page 113.

High Availability commissioning checklist

The following is a list of key configuration items required for High Availability commissioning in an
AML-based contact center environment.
Item Your value Description
Ensure that Contact Center is High Availability is a licensed feature and
licensed for High Availability is enabled when you purchase a standby
server license.
Active server host name The name of your AACC active server.
Active server CLAN IP The CLAN IP address of your AACC active
address server.
Active server ELAN IP The ELAN IP address of your AACC active
address server.
Standby server host name The name of your AACC standby server.
Table continues…

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High Availability Multimedia Contact Server commissioning

Item Your value Description

Standby server CLAN IP The CLAN IP address of your AACC
address standby server.
Standby server ELAN IP The ELAN IP address of your AACC
address standby server.
Managed name The managed name of your AACC server.
Managed CLAN IP address The managed CLAN IP address of your
AACC server.
Managed ELAN IP address The managed ELAN IP address of your
AACC server.
Using Hosts file or DNS? If you are using the Hosts files to resolve
Managed names to Managed IP
addresses, ensure that you add the
Managed names and Managed IP
addresses to the Hosts file.
Trusted IP address Avaya recommends that you use the IP
address of some part of your IT
infrastructure, that is always available to
respond to a ping request, as the Trusted
IP address.
RGN server host name The name of your AACC Remote
Geographic Node (RGN) server.
RGN server CLAN IP The CLAN IP address of your AACC RGN
address server.
RGN server ELAN IP The ELAN IP address of your AACC RGN
address server.
Using email notification? You can enable automatic email
switchover notifications to alert the Contact
Center administrator. When enabled, the
specified email address receives an
automatic email which provides switchover
information to the recipient.
SMTP Server name The name of your SMTP server for email
notification after an automatic switchover
occurs.
Email Username The log on name of an email user
configured on the email server.
Email Password The password of an email user configured
on the email server.
Email address to send The email address that the email
notifications from notification is sent from.
Email address to send The email address that the email
notifications to notification is sent to.
Table continues…

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 Resolving the Managed name to the Managed IP address

Item Your value Description

Database backup location The location of the shared folder where
you store database backups. This must not
be a folder on the active or standby
servers.

Resolving the Managed name to the Managed IP address

About this task
Complete the following procedure to resolve the Managed server name to the Managed IP
address. If the server has two network interfaces, apply these settings to the CLAN network
interface. Each Contact Center server in a domain requires a DNS static entry.
Important:
Avaya Aura® Contact Center High Availability solutions do not support Dynamic DNS.
Ask your System Administrator to add a Domain Name System (DNS) static entry for the active
and standby servers and one additional DNS static entry for the each Managed name and
associated Managed IP address.
In High Availability solutions using local WebLM, the managed IP address must be lower than the
active and standby server IP addresses. For example, if the active server IP address is 1.2.3.4
and the standby server IP address is 1.2.3.5, the managed IP address is 1.2.3.3.
A typical High Availability campus solution with a pair of HA servers requires 3 DNS static entries;
one DNS static entry for the active server, one DNS static entry for the standby server, and one
DNS static entry for the Managed name and associated IP address.
If your solution is going to have a Remote Geographic Node (RGN) server, ask your System
Administrator to add a Domain Name System (DNS) static entry for the RGN server.
Perform this procedure on the active server. Perform this procedure on the standby server if you
have one. Perform this procedure on the RGN server if you have one.
Procedure
1. Log on to the active server.
2. Open Windows Explorer.
3. Go to the folder C:\Windows\system32\drivers\etc.
4. Double-click on the hosts file, select Open, and select Notepad.
The hosts file opens in Notepad.
5. Add the Managed IP address and the Managed server name to the hosts file.
Important:
The Managed server name can be a full name or netbios server name.

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High Availability Multimedia Contact Server commissioning

6. If you have a standby server, repeat the above steps on the Standby server.
7. If you have an RGN server, repeat the above steps on the RGN server.

Installing a third-party utility to support High Availability

About this task
Install a third-party utility required by the Avaya Aura® Contact Center High Availability feature.
Perform this procedure on the Active and Standby servers.
Procedure
1. Log on to the Active Server.
2. Retrieve the WinPcap installer from a server with CCMS.
The WinPcap installer is located at: <installation drive>:\Avaya\Contact
Center\Manager Server\CCSMMC\thirdparty\winpcap.
3. Save it on the CCMM server you are commissioning.
4. On the CCMM server, using Windows Explorer, navigate to the location you had saved the
WinPcap_4_1_3.exe file in step 3.
5. Double-click WinPcap_4_1_3.exe.
6. On the WinPcap installer dialog, click Next.
7. On the WinPcap installer Setup Wizard dialog, click Next.
8. On the WinPcap installer License Agreement dialog, click I Agree.
9. On the WinPcap installer Installation options dialog, click Install.
10. On the WinPcap installer dialog, click Finish.
11. Repeat this procedure on the Standby Server.

Configuring CCMM General Administration

Before you begin
• Log on to the Contact Center Manager Administration application.
About this task
In a multimedia-enabled solution Avaya Agent Desktop client software is typically downloaded
from Contact Center Multimedia (CCMM). Avaya Agent Desktop then communicates with Contact
Center Multimedia to handle email based contacts. Avaya Agent Desktop communicates with
Communication Control Toolkit (CCT) to handle voice contacts.

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 Configuring CCMM General Administration

In a multimedia-enabled High Availability solution, use the CCMM Administration tool to configure
standby CCMM and CCT details. Avaya Agent Desktop client software downloads these standby
CCMM and CCT details and communicates with these, if it cannot communicate with the active
CCMM and CCT.
Important:
Changes to the CCMM Server Settings might require a CCMM server restart before they take
effect.
Procedure
1. On the active Multimedia Contact Server, log on to the Contact Center Manager
Administration application and click Multimedia.
2. In the left column, select General Administration.
3. Click Server Settings.
4. Ensure that Contact Center Manager Server is configured with the managed IP address
of the Voice and Multimedia Contact Server High Availability pair.
5. Ensure that Contact Center License Server is configured with the managed IP address
or managed name of the Voice Contact Server High Availability pair.
6. Ensure that Contact Center Manager Administration is configured with the managed
name of the Voice Contact Server High Availability pair.
7. Ensure that Contact Center Multimedia Server is configured with the Managed IP
address or managed name of the Multimedia Contact Server High Availability pair.
8. If your solution has a Remote Geographic Node Multimedia Contact Server, enter its name
or IP address in the Geographic Standby CCMM Server box.
9. Configure the Communication Control Toolkit Server.
10. Configure the Standby CCT Server.
11. If you are using a Remote Geographic Node server, configure the Geographic Standby
CCT Server. If the Geographic Standby CCT Server does not exist, click New to create
one.
12. Configure CC Web Stats. If the Contact Center Web Statistics Server details do not exist
and your solution uses Web Statistics, click New. The default port number is 9086.
13. In the left column select E-mail.
14. Click General Settings.
15. Ensure that the Inbound URL is of the form http://<ManagedIPAddress>/
inboundattachment.
16. Ensure that the Outbound URL is of the form http://<ManagedIPAddress>/
outboundattachment.

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High Availability Multimedia Contact Server commissioning

Variable definitions
Name Description
Contact Center Manager Enter the Managed IP address or managed name of the CCMS High
Server Availability server pair.
Contact Center Multimedia Enter the Managed IP address or managed name of the CCMM High
Server Availability server pair.
Geographic Standby CCMM Enter the IP address or name of the Remote Geographic Node CCMM
Server server, if your solution has one.
Communication Control Toolkit Enter the Managed IP address of the CCT High Availability pair.
Server
Standby CCT Server Enter the Managed IP address of the CCT High Availability pair.
Geographic Standby CCT Enter the name or IP address of the Remote Geographic Node CCT
Server server.
CC Web Stats The Managed IP address or managed name of the optional Web
Statistic server that agents and supervisors use to view real-time
statistics for call handling, skillset data, and the state information on the
Agent Desktop. This is typically the Managed IP address or managed
name of the CCMS server.

Configuring the Active Server

About this task
The Active Server is configured using the High Availability utility. This utility saves IP information
for the Active Server to the database.
Procedure
1. On the Apps screen, in the Avaya section, select High Availability.
2. Expand Configuration.
3. Double-click Server Mode.
4. Under Server Mode, select Active.
5. Under Server Mode Configuration, in the text box, type the maximum length of time the
network connectivity tests can continue to fail consecutively before corrective action is
considered.
6. Under Server Mode Configuration, from the drop down list, select the unit of time for the
network connectivity tests.
7. Under IP Configuration, type the Managed IP, CLAN IP address.
8. Under IP Configuration, type the Active Server details, CLAN IP address.

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 Configuring the Active Server

9. Under IP Configuration, type the Standby Server details, CLAN IP address.

10. In the Trusted IP box, type the IP Address of the trusted server.
11. In the Address box, type the IP address of the optional Remote Geographic Node.
12. Click Save.
A system message box appears. You must stop the system before you save any
information.
13. Click Yes to stop the system.
14. Click OK to save the data.

Variable definitions
Name Description
Server Mode Configuration - Network Timeout The High Availability—Network Timeout value sets
the maximum length of time the network
connectivity test can continue to fail consecutively,
before corrective action is considered. The default
value is 60 seconds.
Avaya recommends that you set Network Timeout
high enough to be tolerant of normal network
latency, but low enough to be responsive if a failure
occurs.
Managed IP The Managed IP (MIP) address that is used for both
the Active and Standby servers for campus
resiliency.
The Active Server is always assigned the MIP. If a
switchover occurs, the MIP is assigned to the new
Active Server. Agents and other applications are not
aware that a switchover occurred because the IP
address does not change.
A MIP is used only when the Active and Standby
servers are in the same subnet.
Active Server details The IP address for the server initially configured in
Active mode.
Standby Server details The IP address for the server initially configured in
Standby mode.
Table continues…

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High Availability Multimedia Contact Server commissioning

Name Description
Trusted Address The Active and Standby servers use the Trusted IP
address to verify network connectivity. If the Active
server cannot communicate with the Standby server
it attempts to communicate with the Trusted IP
address. If the Active Server cannot connect to the
Trusted IP address on startup then no Contact
Center services start on that server. If the Active
server cannot communicate with the Trusted IP
address, and if shadowing and switchover are
enabled, then the Active server stops processing
contacts and shuts down. The Standby server starts
processing contacts if it cannot communicate with
the Active server but can communicate with the
Trusted IP address.
Avaya recommends that you use the IP address of
some part of your IT infrastructure, that is always
available to respond to a ping request, as the
Trusted IP address.
Remote Geographic Node The IP address of the optional Remote Geographic
Node.

Backing up the Active Server database

About this task
Use the Database Maintenance utility on to back up the Active Multimedia Contact Server
database. The backup of the database is restored to the Standby Server.
Important:
Do not use a folder on the Active or Standby servers as the backup location.
Procedure
1. On the Apps screen, in the Avaya section, select Database Maintenance.
2. Click Backup Locations.
3. Click Create.
4. From the Drive Letter list, select the network drive on which you want to store the CCMM
database.
5. In the UNC Path box, type the location to store the backup, in the format \\Computer
Name\Backup Location.

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 Restoring the database on the Standby Server

Important:
Do not use the same backup folder for your Voice Contact Server and Multimedia
Contact Server databases, because databases stored in the same backup location
overwrite each other.
This location must be a shared folder with correct permissions.
6. In the User Name box, type the user name used to log on to the computer specified in the
UNC Path box.
The user name is in the format Computer Name\Account Name.
7. In the Password box, type the domain password.
8. In the left pane, click Immediate Backup.
9. In the Media Type section, select Network Location.
10. In the Application section, select Offline.
11. From the Backup Location list, select the network drive on which to store the backup.
12. Click Backup.

Restoring the database on the Standby Server

Before you begin
• When CCMM is installed, the license type is NODAL. If you have a Corporate (CORP)
license this must be set on the standby server, before the active server backup is restored on
to the standby machine.
Important:
Restoring the ADMIN database can change configuration of Backup locations on the
Standby Server, if the Active Server and Standby Server backup locations are different.
After you restore the ADMIN database, close and reopen the Database and Maintenance
utility.
About this task
Restore the database from the Active Server to the Standby Server to ensure the databases are
consistent. The Database Maintenance utility can restore all application databases at once.
You must restore the CCMM and ADMIN databases to the Standby Server.
Procedure
1. Log on to the Standby Server.
2. On the Apps screen, in the Avaya section, select Database Maintenance.
3. In the Database Maintenance dialog box, in the left pane, click Restore.

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High Availability Multimedia Contact Server commissioning

4. In the right pane, under Media Type, select the media type on which the backup is
restored.
5. If the backup file is on the network drive, in the Backup Location list, select the backup
location.
6. Under Application, select CCMM and ADMIN.
7. Under Restore contents, select Data and Offline.
8. Click Restore.
9. Use the Information field to monitor the progress of the restoration.
10. Click Exit to close the Database Maintenance utility.

Configuring the Standby Server

Before you begin
• The database from the Active server has been restored to the Standby Server.
About this task
Configure the Standby Multimedia Contact Server. The Standby Multimedia Contact Server must
be shadowing the Active Multimedia Contact Server for switchover to occur, if the Active server
fails. While the Standby server is shadowing the Active server, it maintains a near real-time local
copy of the CCMM and Administration databases. Therefore, the Standby Server is configured
with the most recent data and it can take over from the Active Server if necessary.
Procedure
1. Log on to the Standby Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. In the left pane, click Server Mode.
4. In the Server Mode Configuration section, select Standby.
5. Under IP Configuration, type the Active Server details, CLAN IP address.
6. Under IP Configuration, type the Standby Server details, CLAN IP address.
7. Under IP Configuration, under Trusted IP, type the Trusted IP address.
8. Click Save.
A system message box appears. You must stop the system before you save any
information.
9. Click OK.

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 Starting the Active Server

Starting the Active Server

About this task
Start the Active Server using the CC Applications tab in the High Availability utility. Starting the
Active Server starts the system processes.
Procedure
1. Log on to the Active Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Configuration.
4. Under Server Mode Configuration, select Switchover.
5. Expand Tasks.
6. Double-click CC Applications.
7. In the first box under CC Applications, select the system.
8. Click Start.
9. Click OK.

Starting shadowing on the Standby Server

About this task
Use the High Availability utility to start shadowing on the Standby Server.
Important:
You must backup the Active server database, restore it onto the Standby server, and enable
shadowing within 24 hours. If the difference in time between the Active and Standby server
database content is greater than 24 hours then database shadowing does not work. If
shadowing is stopped for more than 24 hours then you must backup the Active server
database and restore it onto the Standby server before re-enabling shadowing. Ensure that
the system clock time on the Active and Standby servers are synchronized.
Procedure
1. Log on to the Contact Center Multimedia standby server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Configuration.
4. In Server Mode Configuration, select Switchover.
5. Under Tasks, click System Control.
6. Beside Control, select Shadowing.

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High Availability Multimedia Contact Server commissioning

7. Click Start.

Verifying shadowing is running on the Active Server

About this task
The system information tab of the High Availability utility displays system information regarding the
Active and the Standby servers. The dialog box displays the following information categories:
• Computer name and operating system version
• Server mode
• Server configuration type
• Port information
• Remote server connection status
• Remote server port information
• License information
• Databases shadowed
• Time of last record shadowed
• Database namespaces
• Local and remote information on system status, switchover, shadowing, and network.
• CC Application install information
• Database space and journaling information
• Database processes information
• Standby Server WebChat State, if you have Enterprise Web Chat licensed
Use this procedure to verify the settings.
Procedure
1. Log on to the Active Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Configuration.
4. Select System.
5. Select Get System Configuration.
The most recent system information appears.
6. Under the Shadowing section, view the time of the most recent shadowed record.
Ensure it has an up-to-date time, which corresponds with when shadowing was started.

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 Testing a switchover

Testing a switchover
About this task
When the Multimedia Contact Server commissioning is complete, you can test the CCMM
switchover to ensure that it works.
Procedure
1. Log on to the active Multimedia Contact Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. On the active server, select System Control.
4. Under Control, select Switchover to initiate a manual switchover.
5. Send a test email to one of the CCMM configured mailboxes.
After the email is received on the new active server, the test is successfully completed.

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Chapter 19: Geographic High Availability
Multimedia Contact Server
commissioning

This section describes how to configure geographic High Availability for Multimedia Contact Servers
in a geographic Wide Area Network solution.
You must complete all the procedures in this section in sequential order.
In geographic Wide Area Network solutions the standby server on the remote geographic site is
called a Remote Geographic Node (RGN) server. The active Multimedia Contact Server and the
Remote Geographic Node Multimedia Contact Server are part of the same Avaya Aura® Contact
Center solution but they are typically in different geographic locations and subnets.
If you have High Availability (HA) at the campus, there is also a standby Multimedia Contact Server
in the same campus location. The standby Multimedia Contact Server shadows the active
Multimedia Contact Server. If the active Multimedia Contact Server fails the standby Multimedia
Contact Server takes over call processing on the local site.
The RGN Multimedia Contact Server on the remote site shadows the active server on the campus
site. If the active server fails, the standby server assumes the shared Managed IP address and
starts processing calls. The Remote Geographic Node server monitors the campus Managed IP
address so it continues shadowing.
Geographic High Availability Multimedia Contact Server commissioning overview:
In a geographic High Availability server configuration, one Multimedia Contact Server is the active
server and one server is the RGN. The active Multimedia Contact Server actively processes
contacts. The RGN server shadows the active server. If the active Multimedia Contact Server fails,
the RGN Multimedia Contact Server does not start processing contacts. You must start the RGN
server manually.
The RGN and active servers must have the same patch level and the same hard disk drive
partitions.

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 Prerequisites

Prerequisites
Procedure
• Ensure unused Network Interface Cards (NICs) are disabled.
• Install Contact Center Multimedia software on the active and Remote Geographic Node
servers.
• Install a Voice Contact Server High Availability pair to provide the core functionality for this
Multimedia Contact Server.
• Commission Contact Center Multimedia. See Contact Center Multimedia server
commissioning on page 113.
• Know how to configure the High Availability settings.
• CCMM stores license information in the registry. Configure CCMM licensing on the Remote
Geographic Node CCMM server, after restoring the database from the active server. See
Contact Center Multimedia server commissioning on page 113.
• Ensure the Remote Geographic Node server IP addresses are configured in CCMM General
Administration on the active server. For more information, see Configuring CCMM General
Administration on page 250.

High Availability commissioning checklist

The following is a list of key configuration items required for High Availability commissioning in an
AML-based contact center environment.
Item Your value Description
Ensure that Contact Center is High Availability is a licensed feature and
licensed for High Availability is enabled when you purchase a standby
server license.
Active server host name The name of your AACC active server.
Active server CLAN IP The CLAN IP address of your AACC active
address server.
Active server ELAN IP The ELAN IP address of your AACC active
address server.
Standby server host name The name of your AACC standby server.
Standby server CLAN IP The CLAN IP address of your AACC
address standby server.
Standby server ELAN IP The ELAN IP address of your AACC
address standby server.
Managed name The managed name of your AACC server.
Table continues…

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Geographic High Availability Multimedia Contact Server commissioning

Item Your value Description

Managed CLAN IP address The managed CLAN IP address of your
AACC server.
Managed ELAN IP address The managed ELAN IP address of your
AACC server.
Using Hosts file or DNS? If you are using the Hosts files to resolve
Managed names to Managed IP
addresses, ensure that you add the
Managed names and Managed IP
addresses to the Hosts file.
Trusted IP address Avaya recommends that you use the IP
address of some part of your IT
infrastructure, that is always available to
respond to a ping request, as the Trusted
IP address.
RGN server host name The name of your AACC Remote
Geographic Node (RGN) server.
RGN server CLAN IP The CLAN IP address of your AACC RGN
address server.
RGN server ELAN IP The ELAN IP address of your AACC RGN
address server.
Using email notification? You can enable automatic email
switchover notifications to alert the Contact
Center administrator. When enabled, the
specified email address receives an
automatic email which provides switchover
information to the recipient.
SMTP Server name The name of your SMTP server for email
notification after an automatic switchover
occurs.
Email Username The log on name of an email user
configured on the email server.
Email Password The password of an email user configured
on the email server.
Email address to send The email address that the email
notifications from notification is sent from.
Email address to send The email address that the email
notifications to notification is sent to.
Database backup location The location of the shared folder where
you store database backups. This must not
be a folder on the active or standby
servers.

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 Resolving the Managed name to the Managed IP address

Resolving the Managed name to the Managed IP address

About this task
Complete the following procedure to resolve the Managed server name to the Managed IP
address. If the server has two network interfaces, apply these settings to the CLAN network
interface. Each Contact Center server in a domain requires a DNS static entry.
Important:
Avaya Aura® Contact Center High Availability solutions do not support Dynamic DNS.
Ask your System Administrator to add a Domain Name System (DNS) static entry for the active
and standby servers and one additional DNS static entry for the each Managed name and
associated Managed IP address.
In High Availability solutions using local WebLM, the managed IP address must be lower than the
active and standby server IP addresses. For example, if the active server IP address is 1.2.3.4
and the standby server IP address is 1.2.3.5, the managed IP address is 1.2.3.3.
A typical High Availability campus solution with a pair of HA servers requires 3 DNS static entries;
one DNS static entry for the active server, one DNS static entry for the standby server, and one
DNS static entry for the Managed name and associated IP address.
If your solution is going to have a Remote Geographic Node (RGN) server, ask your System
Administrator to add a Domain Name System (DNS) static entry for the RGN server.
Perform this procedure on the active server. Perform this procedure on the standby server if you
have one. Perform this procedure on the RGN server if you have one.
Procedure
1. Log on to the active server.
2. Open Windows Explorer.
3. Go to the folder C:\Windows\system32\drivers\etc.
4. Double-click on the hosts file, select Open, and select Notepad.
The hosts file opens in Notepad.
5. Add the Managed IP address and the Managed server name to the hosts file.
Important:
The Managed server name can be a full name or netbios server name.
6. If you have a standby server, repeat the above steps on the Standby server.
7. If you have an RGN server, repeat the above steps on the RGN server.

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Geographic High Availability Multimedia Contact Server commissioning

Installing a third-party utility to support High Availability

About this task
Install a third-party utility required by the Avaya Aura® Contact Center High Availability feature.
Procedure
1. Log on to the Remote Geographic Node Server.
2. Retrieve the WinPcap installer from a CCMS server.
The WinPcap installer is located at: <installation drive>:\Avaya\Contact
Center\Manager Server\CCSMMC\thirdparty\winpcap.
3. Save it on the CCMM server you are commissioning.
4. On the CCMM server, using Windows Explorer, navigate to the location you had saved the
WinPcap_4_1_3.exe file in step 3.
5. Double-click WinPcap_4_1_3.exe.
6. On the WinPcap installer dialog, click Next.
7. On the WinPcap installer Setup Wizard dialog, click Next.
8. On the WinPcap installer License Agreement dialog, click I Agree.
9. On the WinPcap installer Installation options dialog, click Install.
10. On the WinPcap installer dialog, click Finish.

Configuring the active server

About this task
Configure the active server using the High Availability utility. This utility saves IP information for the
active server to the database.
Procedure
1. On the Apps screen, in the Avaya section, select High Availability.
2. Expand Configuration.
3. Double-click Server Mode.
4. Under Remote Geographic Node, in the Address box, type the IP address of the Remote
Geographic Node server.
5. Click Save.
A system message box appears. You must stop the system before you save any
information.

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 Backing up the active server database

6. Click Yes to stop the system.

Variable definitions
Name Description
Server Mode Configuration - Network Timeout The High Availability—Network Timeout value sets
the maximum length of time the network
connectivity test can continue to fail consecutively,
before corrective action is considered. The default
value is 60 seconds.
Avaya recommends that you set Network Timeout
high enough to be tolerant of normal network
latency, but low enough to be responsive if a failure
occurs.
Managed IP The Managed IP (MIP) address that is used for both
the active and standby servers for campus
resiliency.
The active server is always hosts the MIP. If a
switchover occurs, the new active server hosts the
MIP. Agents and other applications are not aware
that a switchover occurred because the IP address
does not change.
A MIP is used only when the active and standby
servers are in the same subnet.
Active Server details The IP address for the server initially configured in
Active mode.
Standby Server details The IP address for the server initially configured in
Standby mode.
Trusted IP address Avaya recommends that you use the IP address of
some part of your IT infrastructure, that is always
available to respond to a ping request, as the
Trusted IP address.
Remote Geographic Node The IP address of the optional Remote Geographic
Node.

Backing up the active server database

About this task
Use the Database Maintenance utility to back up the active Multimedia Contact Server database.
The backup of the database is restored to the Remote Geographic Node server.

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Geographic High Availability Multimedia Contact Server commissioning

Important:
Do not use a folder on the active or standby servers as the backup location.
Procedure
1. Log on to the active Multimedia Contact Server.
2. On the Apps screen, in the Avaya section, select Database Maintenance.
3. Click Backup Locations.
4. Click Create.
5. From the Drive Letter list, select the network drive on which you want to store the CCMM
database.
6. In the UNC Path box, type the location to store the backup, in the format \\Computer
Name\Backup Location.
This location must be a shared folder with correct permissions.
Important:
Do not use the same backup folder for your Voice Contact Server and Multimedia
Contact Server databases, because databases stored in the same backup location
overwrite each other.
7. In the User Name box, type the user name used to log on to the computer specified in the
UNC Path box.
The user name is in the format Computer Name\Account Name.
8. In the Password box, type the domain password.
9. In the left pane, click Immediate Backup.
10. In the Media Type section, select Network Location.
11. In the Application section, select Offline.
12. From the Backup Location list, select the network drive on which to store the backup.
13. Click Backup.

Configuring RGN CCMM General Administration

Before you begin
• Log on to Contact Center Manager Administration.
About this task
Configure the Remote Geographic Node (RGN) CCMM to use local telephony and multimedia
resources.

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 Configuring RGN CCMM General Administration

Important:
Changes to the RGN CCMM Settings might require a RGN server restart before they take
effect.
Procedure
1. In Contact Center Manager Administration, under the Launchpad, select Configuration
from the drop down list.
2. Add the RGN Contact Center Multimedia as a CCMM server.
3. Under the Launchpad, select Multimedia from the drop down list.
4. In the left column, click the RGN Multimedia server.
5. Click Launch Multimedia Client.
6. In the left column, select General Administration.
7. Click Server Settings.
8. Change the Contact Center Manager Server box to the IP address or name of the
Remote Geographic Node Voice and Multimedia Contact Server.
9. Change the Contact Center License Server box to the IP address or name of the Remote
Geographic Node Voice and Multimedia Contact Server.
10. Change the Contact Center Manager Administration box to the IP address or name of
the Remote Geographic Node Voice and Multimedia Contact Server.
11. Change the Contact Center Multimedia Server box to the IP address or name of the
Remote Geographic Node Voice and Multimedia Contact Server.
12. Change the Geographic Standby CCMM Server box to not configured.
13. Change the Communication Control Toolkit Server box to the IP address or name of the
Remote Geographic Node Voice and Multimedia Contact Server.
14. Change the Standby CCT Server box to not configured.
15. Change the Geographic Standby CCT Server box to not configured.
16. Configure CC Web Stats. If the Contact Center Web Statistics Server details do not exist
and your solution uses Web Statistics, click New. The default port number is 9086.
17. In the left column select E-mail.
18. Click General Settings.
19. Ensure that the Inbound URL is of the form http://<RGNIPAddress>/
inboundattachment.
Where RGIPAddress is the IP address of the Remote Geographic Node Voice and
Multimedia Contact Server.
20. Ensure that the Outbound URL is of the form http://<RGNIPAddress>/
outboundattachment.

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Geographic High Availability Multimedia Contact Server commissioning

Where RGNIPAddress is the IP address of the Remote Geographic Node Voice and
Multimedia Contact Server.

Variable definitions
Name Description
Contact Center Manager Server Enter the IP address or name of the RGN CCMS server.
Contact Center Multimedia Server Enter the IP address or name of the RGN CCMM server.
Contact Center License Server Enter the IP address or name of the RGN License Manager (LM)
server.
Contact Center Multimedia Standby Not Configured.
Server
Communication Control Toolkit Server Enter the IP address or name of your RGN CCT server.
Standby CCT Server Not Configured.
Geographic Standby CCT Server Not Configured.
CC Web Stats The name of the optional Web Statistics server that agents and
supervisors use to view real-time statistics for call handling,
skillset data, and the state information on the Agent Desktop.
This is typically the CCMS server.

Configuring the Remote Geographic Node server

About this task
Configure the Remote Geographic Node (RGN) Multimedia Contact Server.
Procedure
1. Log on to the RGN server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. In the left pane, click Server Mode.
4. In the Server Mode Configuration section, select RGN.
5. If you do not have HA at the campus site, in the Campus details section, in the CLAN
box, type the IP address of the active server.
6. If you have HA at the campus site, in the Campus details section, in the CLAN box, type
the Managed IP address for the campus server pair.
7. In the Remote Geographic Node details section, in the CLAN box, type the CLAN IP
address of the RGN server.
8. In the Trusted IP section, in the Address box, type the trusted IP address.

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 Restoring the database on the Remote Geographic Node server

9. Click Save.
A system message box appears. You must stop the system before you save any
information.
10. Click OK.

Restoring the database on the Remote Geographic Node

server
Before you begin
• When CCMM is installed, the license type is NODAL. If you have a Corporate (CORP)
license, this must be set on the Remote Geographic Node (RGN) server, before the active
server backup is restored on to the RGN server.
About this task
Restore the database from the active server to the RGN server to ensure the databases are
consistent. The Database Maintenance utility can restore all application databases at once.
You must restore the CCMM and ADMIN databases to the RGN server.
Important:
Restoring the ADMIN database can change configuration of backup locations on the RGN
Server, if the Active server and RGN server backup locations are different. After you restore
the ADMIN database, close and reopen the Database Maintenance utility.
Procedure
1. Log on to the RGN server.
2. On the Apps screen, in the Avaya section, select Database Maintenance.
3. In the Database Maintenance dialog box, in the left pane, click Restore.
4. In the right pane, under Media Type, select the media type on which the backup is
restored.
5. If the backup file is on the network drive, in the Backup Location list, select the backup
location.
6. Under Application, select CCMM and ADMIN.
7. Under Restore contents, select Data and Offline.
8. Click Restore.
9. Use the Information field to monitor the progress of the restoration.
10. Click Exit to close the Database Maintenance utility.

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Geographic High Availability Multimedia Contact Server commissioning

Starting the active server

About this task
Start the active server using the CC Applications tab in the High Availability utility. Starting the
active server starts the system processes.
Procedure
1. Log on to the active server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Tasks.
4. Double-click CC Applications.
5. In the first box under CC Applications, select the system.
6. Click Start.
7. Click Save.

Starting shadowing on the Remote Geographic Node

server
About this task
Use the High Availability utility to start shadowing on the Remote Geographic Node (RGN) server.
Important:
You must backup the active server database, restore it onto the RGN server, and enable
shadowing within 24 hours. If the difference in time between the active and RGN server
database content is greater than 24 hours, then database shadowing does not work. If
shadowing is stopped for more than 24 hours then you must backup the active server
database and restore it onto the RGN server before re-enabling shadowing. Ensure that the
system clock times on the active and RGN servers are synchronized.
Procedure
1. Log on to the Contact Center Multimedia RGN server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Configuration.
4. Beside Control, select Shadowing.
5. Click Start.

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 Verifying shadowing is running on the active server

Verifying shadowing is running on the active server

About this task
The system information tab of the High Availability utility displays system information regarding the
active and the Remote Geographic Node (RGN) servers. The dialog box displays the following
information categories:
• Computer name and operating system version
• Server mode
• Server configuration type
• Port information
• Remote server connection status
• Remote server port information
• License information
• Databases shadowed
• Time of last record shadowed
• Database namespaces
• Local and remote information on system status, switchover, shadowing, and network.
• CC Application install information
• Database space and journaling information
• Database processes information
Use this procedure to verify the settings.
Procedure
1. Log on to the active Multimedia Contact Server.
2. On the Apps screen, in the Avaya section, select High Availability.
3. Expand Configuration.
4. Select System.
5. Select Get System Configuration.
The most recent system information appears.
6. Under the Shadowing section, view the time of the most recent shadowed record.
Ensure it has an up-to-date time, which corresponds with when shadowing was started.

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Chapter 20: High Availability Network
Control Center commissioning

Configure High Availability (HA) resiliency for a pair of Network Control Center (NCC) servers to
improve solution resiliency. Network Control Center High Availability ensures access to
uninterrupted and consolidated reports across multiple nodes in your contact center. Network
Control Center supports the Hot-standby level of High Availability only; Mission Critical High
Availability is not supported.
High Availability Network Control Center commissioning overview
Network Control Center High Availability is configured using the High Availability Utility. In an Avaya
Aura® Contact Center solution containing a pair of Network Control Center servers, one NCC server
is the active server and one is the standby server. The standby server shadows the active server. If
the active server fails, the standby server, running in standby mode, recognizes the failure and
becomes the active server.
The standby server must be configured the same as the active server. The standby and active
servers must have the same patch level and the same hard disk drive partitions.
In a Network Control Center High Availability solution, a hardware, network or database failure can
initiate a swithover, but only in the following situations:
• The switchover check box on both servers is selected.
• The standby server is shadowing the active server.
• A valid license file containing standby server license information for NCC exists to allow a
switchover.
Administrator experience during a switchover
If a switchover occurs during the addition of a Network Control Center site, synchronization of the
sites can fail. If the flag status of the sites you add during a switchover do not update, add the sites
to the Network Control Center again. See Configuring the sites on page 51.
Managed IP Address
A Managed IP address is a virtual IP address that is attached to a network adapter on the active
server. Each High Availability application server is assigned a static IP address. After the active
server in each replication pair is determined, the active server attaches a Managed IP address to
the network interface. The managed IP address is only assigned to the active server and it is used
by all other contact center applications and clients to connect to that application. The standby server
assumes this same managed IP address if it takes over processing and becomes the active server.
The active server stops using the Managed IP when it stops being the active server.

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 High Availability Utility
Configure High Availability resiliency for NCC using the High Availability Utility in the Database
Utilities. The High Availability Utility is used to configure which server is the active and which is the
standby server. The HA utility also configures the Managed IP of the active server.
The High Availability Utility on an Active server allows you to:
• Configure the managed IP address
• Configure the IP address for the Active and Standby servers
• Configure the IP address for the Trusted server
• Identify if the server is Active or Standby
• Enable automatic switchover
• Configure the switchover time-out. This is the wait time if a network outage occurs before an
automatic switchover occurs
• Configure an email server for email notifications
• Configure where and how often to send email notifications
• Configure the email character set
• Verify that shadowing is running
• Start or stop the system
• Enable or disable CC applications
• Display system information
Configuring High Availability on an existing standalone NCC solution
If you have a standalone NCC server and you want to configure HA, in addition to the procedures in
this chapter, you must also perform the following steps:
• Obtain a new NCC HA license before you configure HA, and use License Manager to update
the license file.
• When you configure HA on the active server, use the IP address of the existing standalone
NCC server as the new managed IP address. You must run the Server Configuration utility
after performing this step on the active server.
Important:
If you change the IP address of the existing NCC HA server, you must re-configure your
NCC solution. For more information about configuring NCC, see Avaya Aura® Contact
Center Server Administration.
• After completing HA configuration, on the active and standby servers validate the connection to
the nodal servers using the Nbconfig utility.

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High Availability Network Control Center commissioning

Prerequisites for High Availability Network Control Center

commissioning
Procedure
• The active and standby servers must meet the planning and engineering specifications. For
more information, see Avaya Aura® Contact Center Overview and Specification.
• Ensure unused Network Interface Cards (NICs) are disabled.
• Install NCC on the Active and Standby servers using the same drive specification on each
server.
• Configure NCC on the Active and Standby servers. For more information, see Network
Control Center commissioning on page 51.
• Patch the active and standby servers. The active and standby servers must be patched to the
same patch level. For more information, see Upgrading and patching Avaya Aura® Contact
Center.

High Availability Network Control Center commissioning

procedures
About this task
This task flow shows you the sequence of procedures you perform to commission Network Control
Center for High Availability.
Figure 24: High Availability Network Control Center commissioning procedures

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 High Availability Network Control Center commissioning procedures

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High Availability Network Control Center commissioning

Resolving the Managed name to the Managed IP Address

About this task
Complete the following procedure on the Active and Standby servers to resolve the Managed
server name to the Managed IP address using the Windows hosts file. Each Contact Center
server in a domain requires a DNS static entry.
Important:
Avaya Aura® Contact Center High Availability solutions do not support Dynamic DNS.
Ask your System Administrator to add a Domain Name System (DNS) static entry for the Active
and Standby servers and one additional DNS static entry for the each Managed name and
associated Managed IP address.
In High Availability solutions using local WebLM, the managed IP address must be lower than the
active and standby server IP addresses. For example, if the active server IP address is 1.2.3.4
and the standby server IP address is 1.2.3.5, the managed IP address is 1.2.3.3.
A typical High Availability campus solution with a pair of NCC servers requires three DNS static
entries; one DNS static entry for the active server, one DNS static entry for the standby server,
and one DNS static entry for the Managed name and associated IP address.
Perform this procedure on the Active and Standby servers.
Procedure
1. Open Windows Explorer.
2. Go to the folder C:\Windows\system32\drivers\etc.
3. Double-click on the hosts file, click Open, and select Notepad.
The hosts file opens in Notepad.
4. Add the Managed IP address and the Managed server name to the hosts file.
Important:
The Managed Server name can be a full name or netbios server name.

Installing a third-party utility to support High Availability

About this task
Install a third-party utility required by the Avaya Aura® Contact Center High Availability feature.
Important:
Perform this procedure on the Active and Standby servers.
Procedure
1. Log on to the Active server.

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 Verifying services are ready for High Availability

2. Using Windows Explorer, navigate to <installation drive>:\Avaya\Contact

Center \Manager Server\CCSMMC\thirdparty\winpcap.
3. Double-click WinPcap_4_1_2.exe.
4. On the WinPcap installer dialog, click Next.
5. On the WinPcap installer Setup Wizard dialog, click Next.
6. On the WinPcap installer License Agreement dialog, click I Agree.
7. On the WinPcap installer Installation options dialog, click Install.
8. On the WinPcap installer dialog, click Finish.
9. Repeat this procedure on the Standby server.

Verifying services are ready for High Availability

About this task
Verify that all NCC services stop before you configure High Availability.
Perform this procedure on the Active and Standby servers.
Procedure
1. Log on to the Active Server.
2. Click Start > All Programs > Avaya > System Control and Monitor Utility.
3. On the CCMS tab, check that all services are stopped.
4. If any service is running, click Stop CCMS.
5. Repeat this procedure on the Standby server.

Configuring High Availability on the Active Server

About this task
Configure High Availability resiliency on the Active Server using the High Availability utility.
Procedure
1. Select one Network Control Center server to be the active server and log on.
2. Click Start > All Programs > Avaya > High Availability.
3. Expand Configuration.
4. Double-click Server Mode.

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High Availability Network Control Center commissioning

5. Under Server Mode Configuration, select Active.

6. Under Server Mode Configuration, select the Switchover check box.
7. Under Server Mode Configuration, in the text box, type the maximum length of time the
network connectivity tests can continue to fail consecutively before corrective action is
considered.
8. Under Server Mode Configuration, from the drop down list, select the unit of time for the
network connectivity tests.
9. Under IP Configuration, type the Managed IP and CLAN IP address. Leave the ELAN IP
address box blank.
10. Under IP Configuration, type the Active Server details CLAN IP address. Leave the
ELAN IP address box blank.
11. Under IP Configuration, type the Standby Server details, CLAN IP address. Leave the
ELAN IP address box blank.
12. In the Address box, type the IP address of the Trusted IP server.
13. Click OK.
A system message box appears. You must stop the system before you save any
information.
14. Click Yes to stop the system.

Variable definitions
Name Description
Network Timeout The High Availability feature tests network
connectivity between HA components by default
every 100 milliseconds (100ms). The High
Availability—Network Timeout value sets the
maximum length of time these network connectivity
tests can continue to fail consecutively before
corrective action is considered.
For example, if Network Timeout is set to 1s, HA
requires 10 consecutive failed network connectivity
tests before the remote system is marked as
unreachable. In this case, if switchovers are
enabled, an attempt to switch over is made.
Avaya recommends that you set Network Timeout
high enough to be tolerant of normal network
latency, but low enough to be responsive if a failure
occurs.
Table continues…

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 Configuring email notification on the Active Server

Name Description
Active CLAN The IP address for the server initially configured in
Active mode.
Standby CLAN The IP address for the server initially configured in
Standby mode.
Managed IP The virtual Managed IP (MIP) address that is used
by the Active Server for campus resiliency. A MIP is
used only when the Active and Standby servers are
in the same subnet.
Trusted IP The Active and Standby servers use the Trusted IP
address to verify network connectivity. If the Active
server cannot communicate with the Standby server
it attempts to communicate with the Trusted IP
address. If the Active server cannot communicate
with the Trusted IP address, if shadowing and
switchover are enabled, then the Active server
stops processing contacts and shuts down. The
Standby server starts processing contacts if it
cannot communicate with the Active server but can
communicate with the Trusted IP address.
Avaya recommends that you use the IP address of
some part of your IT infrastructure, that is always
available to respond to a ping request, as the
Trusted IP address.
Remote Geographic Node The IP address of the optional Remote Geographic
Node.

Configuring email notification on the Active Server

Before you begin
• If anonymous users are allowed, a user name and password might not be required. Check
with the Administrator of the email server for setup configuration.
About this task
If an automatic switchover occurs, the High Availability utility can send email messages to
configured users at a defined interval.
The default email notification character set is US_ASCII. The following character sets are also
supported:
• ISO-8859-1
• UTF-16BE
• UTF-8
• UTF-16LE

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High Availability Network Control Center commissioning

• UTF-16
Procedure
1. Log on to the Active Server.
2. Click Start > All Programs > Avaya > High Availability.
3. Expand Configuration.
4. Double-click Notification.
5. Select the Email check box.
6. Type the SMTP Server name.
7. Type the Username.
8. Type the Password.
9. Type the From Address.
10. Type the To Address or Addresses.
11. Click OK to save the data.

Variable definitions
Name Description
Email Enables or disables email notifications.
SMTP Server The SMTP Server name, which is automatically
verified when saving the data.
Username Email User log on name.
Password Email User log on password.
Charset Email character set to use.
From Address Email address to send notifications from.
To Address Email address to send notifications to.

Backing up the database on the Active server

About this task
The Active server is configured for High Availability. Now the Standby server must be prepared for
High Availability resiliency. Back up the Active server to create a snapshot of the database which
is then restored to the Standby server. On the active Network Control Center server all databases
must be backed-up.

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 Restoring the database on the Standby server

Important:
Do not use a folder on the Active or Standby servers as the backup location.
Procedure
1. Log on to the Active server.
2. Click Start > All Programs > Avaya > Database Maintenance.
3. Click Backup Locations.
4. Click Create.
5. From the Driver Letter list, select the network drive on which you want to store the
Network Control Center and ADMIN databases.
6. In the UNC Path box, type the location to store the backup, in the format \\Computer Name
\Backup Location. This location must be a shared folder with correct permissions.
Important:
Do not use the same backup folder for your NCC and any other ADMIN database in
your contact center, as ADMIN databases stored in the same backup location
overwrite each other.
7. In the User Name box, type the user name used to log on to the computer specified in the
UNC Path box. The user name is in the format Computer Name\Account Name.
8. In the Password box, type the Windows password.
9. Click OK.
10. In the left pane, click Immediate Backup.
11. In the Media Type section, select Network Location.
12. From the Backup Location list, select the network drive on which to store the backup.
13. Click Backup.

Restoring the database on the Standby server

Before you begin
• Know the location of the backup database.
• Stop shadowing if shadowing is running on the Standby server.
• Stop all Contact Center services using the SCMU utility, if services are running.
• Ensure the patch level on the Standby server is the same as the Active server.
Important:
You must restore all databases on an NCC server. Restoring only CCMS and not ADMIN
can leave an inconsistent server and HA cannot shadow data correctly.

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High Availability Network Control Center commissioning

Important:
Restoring the ADMIN database can change configuration of Backup locations on the
Standby server if the Active server and Standby server backup locations are different.
Therefore, after you restore the ADMIN database, close and reopen the Database and
Maintenance utility.
Important:
Run the Server Configuration utility after performing a database restore and check that
the data is correct.
About this task
Restore the database from the Active server to the Standby server to ensure the databases are
consistent.
Procedure
1. Log on to the Standby server.
2. Click Start > All Programs > Avaya > Database Maintenance.
3. In the Database Maintenance dialog box, in the left pane, click Restore.
4. In the right pane, under Media Type, select the media type on which the backup is
restored.
5. If the backup file is on the network drive, in the Backup Location list, select the backup
location.
6. Under Application, select CCMS, ADMIN, and CCMA.
7. Under Restore contents, select Data.
8. Click Restore.
9. Use the Progress information field to monitor the progress of the restoration.
10. When the restore completes, click Exit to close the Database Maintenance utility.

Configuring server details on the Standby server

Before you begin
• The Active server databases are restored on to the Standby server.
About this task
After you restore the Active server database on to the Standby server, the Standby server
database contains the same agent and statistical data as the Active server. However the Standby
server details are now also configured exactly the same as the Active server, therefore you must
reconfigure the Standby server with its own server details.

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 Configuring High Availability on the Standby server

Procedure
1. Log on to the Standby Server.
2. Click Start > All Programs > Avaya > Server Configuration.
3. In the Server Configuration dialog box, click the Local Settings tab.
4. Click Apply All.
5. In the Server Configuration dialog box, click the Licensing tab.
6. In the License Server IP box, update the license server IP address.
Note:
If you use Corporate licensing and License Manager is installed co-resident with your
Network Control Center, in the License Server IP box type the physical IP address of
your standby NCC server.
If you use Nodal licensing and License Manager is installed on your Contact Center
Manager Server (CCMS), in the License Server IP box type the physical IP address of
your CCMS server.
7. Click Apply All.
8. Click OK.

Configuring High Availability on the Standby server

Before you begin
• The Active server databases are restored on to the Standby server.
About this task
Configure High Availability resiliency on the Standby server using the High Availability utility. The
NCC Standby server shadows the Active server and takes over processing if the Active server
fails.
Procedure
1. Log on to the Standby server.
2. Click Start > All Programs > Avaya > High Availability.
3. In the left pane of the High Availability dialog box, click Server Mode.
4. In the Server Mode Configuration section, select Standby.
5. Under Server Mode Configuration, in the text box, type the maximum length of time the
network connectivity tests can continue to fail consecutively before corrective action is
considered.

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High Availability Network Control Center commissioning

6. Under Server Mode Configuration, from the drop down list, select the unit of time for the
network connectivity tests.
7. Under IP Configuration, type the Active Server details CLAN IP address. Leave the
ELAN IP address box blank.
8. Under IP Configuration, type the Standby Server details, CLAN IP address. Leave the
ELAN IP address box blank.
9. Under IP Configuration, in the Address box, type the IP address of the Trusted IP
server.
10. Click Save.
A system message box appears. You must stop the system before you save any
information.
11. Click Yes.

Starting the Active server

About this task
Start the Active server using the High Availability utility.
Procedure
1. Log on to the Active server.
2. Click Start > All Programs > Avaya > High Availability.
3. Expand Tasks.
4. Double-click CC Applications.
5. In the first box under CC Applications, select the system.
6. Click Start.
A delay occurs before services start.
7. Click Yes.
8. Verify that the Contact Center services are running using the SCMU, select Avaya >
System Control and Monitor Utility.

Procedure job aid

After the system starts, check that the Managed IP (MIP) address is assigned to the network
adapter of the Active Server by opening a command window and entering:
IPCONFIG /all

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 Starting shadowing on the Standby server

The IP and the MIP of the Active Server appears.

Starting shadowing on the Standby server

Before you begin
Important:
Enabling the shadowing functionality is available only on the system control dialog box of the
High Availability utility on the Standby server.
Important:
On the Standby server, Avaya recommends not to stop and start shadowing but to use the
pause and resume functionality.
About this task
Start shadowing on the Standby server using the High Availability utility. The Standby NCC server
must be shadowing the Active NCC server for a switchover to occur if the Active Server fails.
While the Standby server is shadowing the Active server, it maintains a near real-time local copy
of the CCMS and Administration databases. Therefore, the Standby server is configured with the
most recent data and it can take over from the Active server if necessary.
Important:
You must back up the Active server database, restore it onto the Standby server, and enable
shadowing within 24 hours. If the difference in time between the Active and Standby server
database content is greater than 24 hours then database shadowing does not work. If
shadowing is stopped for more than 24 hours then you must backup the Active server
database and restore it onto the Standby server before re-enabling shadowing. Ensure that
the system clock time on the Active and Standby servers are synchronized.
Procedure
1. Log on to the Standby Server.
2. Click Start > All Programs > Avaya > High Availability.
3. Expand Tasks.
4. Double-click System Control.
5. In the Control box, select Shadowing.
6. Click Start.
7. Click OK.
8. To verify that services are stopped using the SCMU, select Avaya > System Control and
Monitor Utility. Ensure services are stopped.

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High Availability Network Control Center commissioning

Verifying shadowing is running on the Active Server

About this task
Verify that the Standby NCC server is shadowing the Active server using the High Availability
Utility. The System dialog box of the High Availability utility displays system information about the
Active and the Standby servers.
The dialog box displays the followings information categories:
• Computer name and operating system version
• Server mode
• Server configuration type
• Port information
• Remote server connection status
• Remote server port information
• License information
• Databases shadowed
• Time of last record shadowed
• Database namespaces
• Local and remote information on system status, switchover, shadowing and network.
• CC Application install information
• Database space and journaling information
• Database processes information
Procedure
1. Log on to the Active server.
2. Click Start > All Programs > Avaya > High Availability.
3. In the left pane, expand Configuration.
4. Select System.
5. Select Get System Configuration.
The most recent system information appears.

Changing server details in Contact Center Manager

Administration
About this task
In Contact Center Manager Administration, change the Network Control Center server details to
use the High Availability Managed IP address and Managed name details.

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 Testing switchovers

The High Availability Managed IP address and Managed name details entered here must match
those configured in Resolving the Managed name to the Managed IP Address on page 276.
Procedure
1. Log on to the Contact Center Manager Administration application with administrative
privileges.
2. On the Launchpad, click Configuration.
3. From the list of servers in the system tree, right-click on the active NCC server, and select
Edit Properties.
4. In the Server Name box, type the High Availability Managed name of the Network Control
Center server.
5. In the IP Address box, type the High Availability Managed IP address of the Network
Control Center server.
6. In the Display Name box, type the name of the Network Control Center server HA pair as
you want it to appear in the system tree of Contact Center Manager Administration.
7. Click Submit.

Testing switchovers
Before you begin
Configure High Availability on the Active and Standby servers and ensure that the Standby server
is shadowing.
About this task
Test the High Availability feature and infrastructure by making a manual switchover from the Active
server to the Standby server.
Procedure
1. Log on to the current Standby Server.
2. Click Start > All Programs > Avaya > High Availability.
3. In the left pane of the High Availability window, expand Tasks.
4. Under Tasks, double-click System Control.
5. In the Control box, select Switchover.
6. Select the System tab.
7. Select Switchover.
8. Click Start.

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High Availability Network Control Center commissioning

To verify whether the switchover was successful, log on to CCMA configuration using the
Managed name. Select the NCC server and verify that the configured sites appear in the
Network Sites table.

Reinstating High Availability after a switchover

Before you begin
Ensure the active and standby NCC servers can communicate with each other and with the
Trusted IP address.
About this task
If the Active server fails, the Standby server becomes active. The initially Active server is now
stopped, and the High Availability - Enable switchover option is disabled. The Standby server
becomes the Active server. The High Availability SMTP feature sends an email to the Contact
Center Administrator informing them about the switchover. The Active server has no
corresponding Standby server at this point, and the solution is no longer resilient.
When the root cause of the failure has been addressed the Contact Center Administrator can
reinstate High Availability resiliency using the following procedure.
Procedure
1. Back up the current active Network Control Center server and Administration databases.
2. Restore these databases to the new standby server. Restore the Administration database
last.
Note:
If shadowing is started on the standby server, it must be stopped before you can
restore the databases.
3. On the new active server, click Start > All Programs > Avaya > High Availability.
4. Expand Configuration and click Server Mode. Ensure the Switchover check box is
selected.
5. On the new standby server, configure a standby server using the High Availability utility.
6. On the standby server, click Start > All Programs > Avaya > High Availability.
7. Expand Configuration and click Server Mode.
8. Under Server Mode Configuration, select Switchover.
9. Under Tasks, click System Control.
10. Beside Control, select Shadowing.
11. Click Start.
The standby server is now shadowing the active server and High Availability resiliency is
restored.

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Chapter 21: Contact Center Manager Server
Web service configuration

A series of SOAP-based Open Interfaces is provided to third-party software structures so that you
can enable communications for your applications based on the SOA architecture.
The Open Queue Open Interface provides existing OpenQ functions to third-party applications using
a Web service. In a controlled fashion, third-party applications can add and remove contacts of a
specific type in Avaya Aura® Contact Center.
The Open Networking Open Interface enables a third-party application to transfer a call between
nodes in a network along with any data associated with the call. The third-party applications can
reserve a Landing Pad on the target node to enable the call to be transferred with data attached.
The Web services also provide the functionality to cancel the reservation of a Landing Pad to free it
for other calls transferred across the network.
The open interface applications are optional.
For more details, see the SDK documentation.
Important:
Mission Critical High Availability campus solutions support CCMS Web services.
Hot standby campus solutions do not preserve Web services sessions during a switchover. You
must program clients developed using the Open Queue or Open Networking Web services to
detect and respond to HA switchovers. For information and guidelines on programming Web
services to handle HA switchovers, see the SDK documentation.
In all solutions using Remote Geographic Node (RGN), clients developed using Web services
must be programmed to be able to connect to the RGN IP address if the RGN is brought online
when the campus site is unavailable.
Supported TLS versions:
Contact Center defaults to using only TLS 1.2 for secured services and connections. For backward
compatibility, Contact Center supports Administrators changing the minimum TLS version that
Contact Center can negotiate with other systems. This is to inter-operate with legacy systems that
do not support TLS 1.2.
When the Contact Center configuration is for a TLS version lower than 1.2, Contact Center still
attempts to negotiate the highest (and most secure) version first, before stepping down to a lower
(and less secure) version. Avaya recommends that you maintain the TLS version settings at the

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Contact Center Manager Server Web service configuration

highest possible TLS version, and that you change these settings only when it is certain that parts of
your overall contact center solution do not work with the higher TLS version.

Contact Center Manager Server Web service

commissioning checklist
The following is a list of key configuration items required for Contact Center Manager Server Web
service commissioning.
Item Your value Description
Ensure that Contact Center is Open Queue is a licensed feature that you
licensed for Open Queue must enable in Contact Center Manager
Server-Server Configuration.
Ensure that Contact Center is Open Networking is a licensed feature that
licensed for Open Networking you must enable in Contact Center
Manager Server-Server Configuration.
Certificate Authority (CA) The details of the Certificate Authority (CA)
details you are using.

Generating a Certificate Signing Request for a non-HA

server
Before you begin
Use this procedure if your contact center does not use the High Availability feature.
About this task
Generate a Certificate Signing Request (CSR) for a non HA server, to configure certificates and
enable the Web services over the Transport Layer Security.
Procedure
1. Log on to the Contact Center server.
2. On the Apps screen, in the Avaya section, select Server Configuration.
3. In the left pane of the Server Configuration console, click WS Open Interfaces.
4. Select the SOA ENABLED check box.
5. Select the TLS Encryption check box.
6. From the TLS Level drop-down list, select the minimum supported TLS level.
7. Ensure the Host box contains the host name of the server.

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 Generating a Certificate Signing Request for a High Availability CCMS server pair

8. In the Password box, type a password that contains at least six characters.
9. Click Apply All.
The CSR appears in the CSR File box. Use the CSR file to apply to a Certificate Authority
(CA) to buy a certificate and import the certificate to the service using the configuration
application.
10. If CCMS displays the Restart Required dialog, click Yes.

Variable definitions
Name Description
TLS (Transport Layer Security) Protocol that allows secure communication between
applications across a network.

Procedure job aid

Certificate Authorities (CA) include the following components:
• Verisign
• Thawte
• Create your own

Generating a Certificate Signing Request for a High

Availability CCMS server pair
Before you begin
Use this procedure only if your contact center uses the High Availability feature.
About this task
Generate a Certificate Signing Request (CSR) to configure certificates and enable the Web
services over the Transport Layer Security.
Procedure
1. Log on to the active Contact Center server.
2. On the Apps screen, in the Avaya section, select Server Configuration.
3. In the left pane of the Server Configuration console, click WS Open Interfaces.
4. Select the SOA ENABLED check box.
5. Select the TLS Encryption check box.

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Contact Center Manager Server Web service configuration

6. From the TLS Level drop-down list, select the minimum supported TLS level.
7. Ensure the Host box contains the managed name of the pair of campus servers.
8. In the Password box, type a password that contains at least six characters.
The Password on both the active and standby servers must be identical, including the case
of letters.
9. Click Apply All.
The CSR appears in the CSR File box. Use the CSR file to apply to a Certificate Authority
(CA) to buy a certificate and import the certificate to the service using the configuration
application.
10. Click Exit.
11. Repeat steps 1 to 9 on the standby Contact Center server.

Importing the CSR-Related Certificates

Before you begin
• Ensure you generate a CSR certificate. For more information, see Generating a Certificate
Signing Request on page 290.
• Ensure you apply to a Certificate Authority (CA) for a certificate.
About this task
Import the CSR-Related Certificates to the SOA configuration after you receive the certificates to
enable services over the Transport Layer Security.
Procedure
1. Log on to the Contact Center server.
2. On the Apps screen, in the Avaya section, select Server Configuration.
3. In the left pane of the Server Configuration console, click WS Open Interfaces.
4. In the Generate Certificate Signing Request Password box, type a password.
5. In the Alias box, type an alias to identify the CA certificate, for example
SomeCAPublicCert1.
6. In the Trusted Certificate Authority CA Cert box, click Browse, and then select the CA
public certificate.
7. In the CSR Response Certificate CSR Cert box, click Browse, and then select the
certificate.
8. Click Apply All.
9. Click Exit.

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 Configuring SOA OpenQueue and OpenNetworking Web Services

Configuring SOA OpenQueue and OpenNetworking Web

Services
Before you begin
• You must restart the server to complete this procedure.
• Install and commission Contact Center Manager Server.
• Ensure that Contact Center License Manager is licensed to provide SOA OpenQueue and
OpenNetworking Web Services.
• Ensure OpenQ and OpenNetworking Web Services and the CCT Web Services do not use
the same port on the server. Change the OpenQ and OpenNetworking services port value
from 9080 to 9070 in the Web services section of server configuration.
About this task
Configure and enable the SOA OpenQueue and OpenNetworking Web Services to configure other
applications that can add contacts to the open queue for routing, remove contacts from the open
queue, and move contacts between nodes in a network.
This procedure enables the Web services without Transport Layer Security (TLS). If you want to
enable TLS, when you finish this procedure complete the procedures in this chapter to generate
and import security certificates.
Procedure
1. Log on to the Contact Center Manager Server.
2. On the Apps screen, in the Avaya section, select Server Configuration.
3. In the left pane of the Server Configuration console, click WS Open Interfaces.
4. Select the SOA ENABLED check box.
5. Ensure the Host box contains the host name of the server.
6. In the Ports box, type an available port number for which the services are available for
access.
7. In the User Password box, type the new password for the OpenWsUser account.
8. In the Session Timeout box, select the value of the timeout duration in minutes.
9. Clear the TLS Encryption check box.
10. Click Apply All.
11. If CCMS displays the Restart Required dialog, click Yes.

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Contact Center Manager Server Web service configuration

Variable definitions
Name Description
Host The host name of the server, not the IP address.
Ports The port number on which the OpenQueue and
OpenNetwork Interfaces are published. This port
and the following three consecutive port numbers
are used to access the Web services from the
external applications. All four port numbers must be
available.
Session Timeout The time in minutes that a session is valid after a
user logs on. The session times out if it is inactive
for the specified duration.
The default is 120 minutes.
TLS Encryption To publish services under TLS (HTTPS), select the
TLS Encryption check box. To publish services
under HTTP, clear the TLS Encryption check box.

Removing Certificate Configuration

Before you begin
• Clear the TLS Security check box.
• Ensure the certificates are configured. For more information, see Generating a Certificate
Signing Request on page 290.
About this task
Remove certificate configuration to delete all imported certificates and any outstanding CSR files.
Procedure
1. Log on to the Contact Center server.
2. On the Apps screen, in the Avaya section, select Server Configuration.
3. In the left pane of the Server Configuration console, click WS Open Interfaces.
4. Select the SOA Enabled check box.
5. Select the Remove Certificates check box.
6. Click Apply All.
7. In the Restart Required dialog, click Yes.
8. Click Exit.

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Chapter 22: Communication Control Toolkit
Web service configuration

A series of SOAP-based Open Interfaces is provided to third-party software structures so that you
can enable communications for your applications based on the SOA architecture.
The CCT Open Interfaces is a development environment that offers functionality similar to the CCT
SDK but with the flexibility to choose your own development environment.
You can use these services to re-create Agent tools within your own applications or to access call
control functionality for Avaya Aura® Contact Center from any business process.
The open interface applications are optional. For more details, see the SDK documentation.
Important:
In a High Availability solution, CCT Web services configuration information does not replicate to
standby or remote geographic servers. Configure web services identically for the active CCT,
the standby CCT, and the RGN CCT servers.
Important:
Mission Critical High Availability campus solutions support CCT Server Web services.
Hot standby campus solutions do not preserve Web services sessions during a switchover. You
must program clients developed using the Open Queue or Open Networking Web services to
detect and respond to HA switchovers. For information and guidelines on programming Web
services to handle HA switchovers, see the SDK documentation.
In all solutions using Remote Geographic Node (RGN), clients developed using Web services
must be programmed to be able to connect to the RGN IP address if the RGN is brought online
when the campus site is unavailable.
Supported TLS versions:
Contact Center defaults to using only TLS 1.2 for secured services and connections. For backward
compatibility, Contact Center supports Administrators changing the minimum TLS version that
Contact Center can negotiate with other systems. This is to inter-operate with legacy systems that
do not support TLS 1.2.
When the Contact Center configuration is for a TLS version lower than 1.2, Contact Center still
attempts to negotiate the highest (and most secure) version first, before stepping down to a lower
(and less secure) version. Avaya recommends that you maintain the TLS version settings at the

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Communication Control Toolkit Web service configuration

highest possible TLS version, and that you change these settings only when it is certain that parts of
your overall contact center solution do not work with the higher TLS version.

Communication Control Toolkit Web service

commissioning checklist
The following is a list of key configuration items required for Communication Control Toolkit Web
service commissioning.
Item Your value Description
Ensure that Contact Center is Open Queue is a licensed feature that you
licensed for Open Queue must enable in Contact Center Manager
Server-Server Configuration.
Ensure that Contact Center is Open Networking is a licensed feature that
licensed for Open Networking you must enable in Contact Center
Manager Server-Server Configuration.
Certificate Authority (CA) The details of the Certificate Authority (CA)
details you are using.

Generating a Certificate Signing Request

Before you begin
• Use this procedure if you want to enable TLS for your CCT Web services, and only if your
contact center does not use the High Availability feature.
• Configure SOA CCT Web services. For more information, see Configuring SOA CCT Web
services on page 300.
About this task
Generate a Certificate Signing Request (CSR) to configure certificates and enable services over
Transport Security Layer (TLS).
An application can use a CSR to apply to a Certificate Authority (CA) for a certificate. The host
name and password is used to generate the CSR. The password is saved in an encrypted format.
After you generate the CSR file, present it to your CA to obtain a corresponding certificate.
When you have received the certificate from the CA, import it to complete the TLS configuration.
For more information on importing the certificate, see Importing CSR-related Certificates on
page 299.
Procedure
1. Log on to the Contact Center server.

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 Generating a Certificate Signing Request for a High Availability CCT server pair

2. On the Apps screen, in the Avaya section, select CCT Console.

3. In the left pane of the CCT console, expand Communication Control Toolkit.
4. Expand Server Configuration.
5. Select CCT Web Services.
6. Select the TLS Security check box.
7. From the Min TLS Level drop-down list, select the minimum supported TLS level.
8. Ensure the Host Name box contains the host name of the server.
9. Click Generate CSR.
10. In the Location box, type the location of the company.
11. In the Company Name box, type the name of your company.
12. In the Password box, type a password that contains at least six characters.
13. If required, change the encryption settings.
The default encryption setting is SHA256 with a key size of 2048. For backward
compatibility, you can choose SHA1 or a key size 1024. However, neither SHA1 nor 1024
provide the industry-recommended level of encryption.
14. Click Generate.
The CSR file path and name appear in the CSR box. Use the CSR file to apply to a
Certificate Authority (CA) to buy a certificate and import the certificate to the service using
the configuration application.
15. Click Apply Changes, and then click OK.

Variable definitions
Name Description
TLS (Transport Layer Security) Protocol for secure communication between
applications across a network.

Generating a Certificate Signing Request for a High

Availability CCT server pair
Before you begin
• Use this procedure if you want to enable TLS for your CCT Web services, and only if your
contact center uses the High Availability feature.

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Communication Control Toolkit Web service configuration

• Configure SOA CCT Web services. For more information, see Configuring SOA CCT Web
services on page 300.
• Ensure that the WS Open Interfaces section of CCMS Server Configuration contains the
managed name of the campus pair.
About this task
Generate a Certificate Signing Request (CSR) to configure certificates and enable the Web
services over Transport Layer Security.
An application can use a CSR to apply to a Certificate Authority (CA) for a certificate. The host
name and password is used to generate the CSR. The password is saved in an encrypted format.
After you generate the CSR file, present it to your CA to obtain a corresponding certificate.
When you have received the certificate from the CA, import it to complete the TLS configuration.
For more information on importing the certificate, see Importing CSR-related Certificates on
page 299.
Procedure
1. Log on to the active Contact Center server.
2. On the Apps screen, in the Avaya section, select CCT Console.
3. In the left pane of the CCT console, expand Communication Control Toolkit.
4. Expand Server Configuration.
5. Select CCT Web Services.
6. If Contact Center displays the Host Name Mismatch dialog, click No.
7. Select the TLS Security check box.
8. From the Min TLS Level drop-down list, select the minimum supported TLS level.
9. Ensure the Host Name box contains the managed name of the pair of campus servers.
10. Click Generate CSR.
11. In the Location box, type the location of the company.
The location on both the active and standby servers must be identical. It is case-sensitive.
12. In the Company Name box, type the name of your company.
The company name on both the active and standby servers must be identical. It is case-
sensitive.
13. In the Password box, type a password that contains at least six characters.
The password on both the active and standby servers must be identical. It is case-
sensitive.
14. If required, change the encryption settings.
The default encryption setting is SHA256 with a key size of 2048. For backward
compatibility, you can choose SHA1 or a key size 1024. However, neither SHA1 nor 1024
provide the industry-recommended level of encryption.

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 Importing CSR-related Certificates

15. Click Generate.

The CSR file path and name appear in the CSR box. Use the CSR file to apply to a
Certificate Authority (CA) to buy a certificate and import the certificate to the service using
the configuration application.
16. Click Apply Changes, and then click OK.

Importing CSR-related Certificates

Before you begin
• Complete this procedure only if you want to enable TLS for your CCT Web services.
• Ensure you generate a CSR certificate. For more information, see Generating a Certificate
Signing Request on page 296 or Generating a Certificate Signing Request for a HA CCT
server pair on page 297.
• Ensure you apply to a Certificate Authority (CA) for a certificate.
About this task
After you receive the certificate, import the CSR-related certificates to the SOA configuration to
enable services over TLS.
Procedure
1. Log on to the Communication Control Toolkit server.
2. On the Apps screen, in the Avaya section, select CCT Console.
3. In the left pane of the CCT console, expand Communication Control Toolkit.
4. Expand Server Configuration.
5. Select CCT Web Services.
6. In the CA Alias box, type an alias to identify the CA certificate, such as
SomeCAPublicCert1.
7. Click Import Trusted CA Certificate to select the CA public certificate.
8. Click Import Certificate to select the certificate.
9. Click Apply Changes, and then click OK.
Next steps
If your contact center uses the High Availability feature, complete the steps in Importing CSR-
related Certificates on Standby and RGN servers on page 300

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Communication Control Toolkit Web service configuration

Importing CSR-related Certificates on Standby and RGN

servers
Before you begin
• Complete this procedure only if you enabled TLS for your CCT Web services on the High
Availability Active server.
• Generate and import a certificate on the Active server.
About this task
Complete this procedure to import the CSR-related certificate to the Standby server and,
optionally, to the RGN server.
Procedure
1. Log on to the active Contact Center server.
2. Copy all the files from the directory D:\Avaya\Contact Center\Common Components
\CMF\security.
3. Log on to the standby Contact Center server.
4. Paste the files that you copied from the Active server into the directory D:\Avaya
\Contact Center\Common Components\CMF\security, but do not overwrite the
existing SecureServer.cxf or gs-directory.fsm files.
5. On the Apps screen, in the Avaya section, select CCT Console.
6. In the left pane of the CCT console, expand Communication Control Toolkit.
7. Expand Server Configuration.
8. Select CCT Web Services.
9. In the CA Alias box, type an alias to identify the CA certificate, such as
SomeCAPublicCert1.
10. Click Import Trusted CA Certificate to select the CA public certificate.
11. Click Import Certificate to select the certificate.
12. Click Apply Changes, and then click OK.
13. If your contact center uses the Geographic High Availability feature, repeat steps 3 to 12
on the RGN server.

Configuring SOA CCT Web services

Before you begin
• Understand the network requirements for your installation of Communication Control Toolkit.

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 Configuring SOA CCT Web services

• Know how to stop and restart the core Communication Control Toolkit services.
• Install and commission Contact Center Manager Server.
• Ensure that a valid SOA Web Services (Open Queue and Open Networking) license is
available.
• Applications connected to the CCT SOA interface consume the same per seat licenses as
agents using Agent Desktop. Ensure you have sufficient additional Maximum Contact Center
devices (license identifier of VALUE_CCTR_CTIDT_CC or LM_VOD, depending on your
license file type) for the clients that connect to the CCT SOA interface.
About this task
Configure and enable the SOA CCT Web Services without Transport Layer Security (TLS). If you
want to enable TLS, when you finish this procedure, complete the procedures in this chapter to
generate and import security certificates.
Procedure
1. Log on to the Contact Center server.
2. On the Apps screen, in the Avaya section, select CCT Console.
3. In the left pane of the CCT console, expand Communication Control Toolkit.
4. Expand Server Configuration.
5. Select CCT Web Services.
6. Select the Enable CCT Web Services check box.
7. Ensure the Host Name box contains the host name of the server.
8. In the Ports box, type an available port number where the services are available for
access.
9. In the Session Timeout box, select the value of the timeout duration in minutes.
10. Clear the TLS Security check box.
11. In the Actions pane, click Apply changes, and then click OK.
12. Stop and restart the core Communication Control Toolkit services.
13. Verify that the services are available by viewing the following on the host: http://localhost:
9090.
14. If your contact center uses the High Availability feature, repeat steps 1 to 14 on the
standby server.
15. If your contact center uses the Geographic High Availability feature, repeat steps 1 to 14
on the RGN server.

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Communication Control Toolkit Web service configuration

Variable definitions
Name Description
Host Name The host name of the server; do not enter the IP
address.
Ports The port number on which the SOA CCT Interfaces
are published. External applications use this port,
along with the following three consecutive port
numbers, to access the Web services. All four port
numbers must be available.
Session Timeout The amount of time in minutes that a session is
valid after a user logs on. The session times out if it
is inactive for the specified duration.
The default is 120 minutes.
TLS Security Clear the TLS Security check box.
If you want to publish services under TLS (HTTPS),
you must create and import security certificates:
follow the procedures in this chapter relating to
certificate creation and import.

Removing Certificate Configuration

Before you begin
• Clear the TLS Security check box.
• Ensure you generated a CSR certificate. For more information, see Generating a Certificate
Signing Request on page 296 or Generating a Certificate Signing Request for a HA CCT
server pair on page 297.
About this task
Remove certificate configuration to delete all imported certificates and any outstanding CSR files.
Procedure
1. Log on to the Contact Center server.
2. On the Apps screen, in the Avaya section, select CCT Console.
3. In the left pane of the CCT console, expand Communication Control Toolkit.
4. Expand Server Configuration.
5. Select CCT Web Services.
6. Click Reset TLS Encryption Configuration.

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 Removing Certificate Configuration

7. In the confirmation dialog box, click Yes, and then click Confirm.
8. In the Actions pane, click Apply changes, and then click OK.
9. If your contact center uses the High Availability feature, repeat steps 1 to 8 on the standby
server.
10. If your contact center uses the Geographic High Availability feature, repeat steps 1 to 8 on
the RGN server.

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Index
A CCMA logging on .................................................................68
CCMA real-time reporting .................................................... 56
about hot standby high availability .....................................190 CCMA starting client ............................................................ 78
active server ...................................................................... 264 CCMA user permissions folders .......................................... 60
Active Server ..................................................................... 252 CCMA users mapping System Manager users ....................76
active server database backups ................ 153, 177, 209, 234 CCMA Web service verification ........................................... 65
active server database CCMM .......................................... 254 CCMM active server database backup ......................254, 265
active server email .....................................................144, 200 CCMM administration ........................................ 139, 195, 250
active server high availability ..................... 141, 171, 197, 228 CCMM Dashboard
active server service monitoring ................ 147, 174, 203, 231 add administrator email address ................................ 130
active server start ...................... 160, 185, 216, 241, 257, 270 CCMM general administration ................................... 178, 266
active server verifying shadowing CCMM server database restore .........................................269
....................................................162, 188, 219, 244, 258, 271 CCMS commissioning tasks ................................................ 43
ActiveX controls ................................................................... 95 CCMS configuring multiple sites ..........................................51
add administrator email address CCMS disk defragmentation ................................................48
CCMM Dashboard ......................................................130 CCMS multicast for statistics ............................................... 48
adding AML agents ............................................................104 CCMS multiplicity .................................................................46
adding CCT to CCMA .......................................................... 98 CCMS open queue .............................................................. 45
adding multimedia servers to CCMA ..................................115 CCMS successful installation verification ............................ 45
administration for CCMM ................................... 139, 195, 250 CCMS Web service
agent client Citrix popups .................................................. 133 checklist ......................................................................290
Agent Desktop client commissioning ................................. 131 CCT adding to CCMA .......................................................... 98
Agent Desktop client hotdesking ....................................... 132 CCT certification removal .................................................. 302
agent desktop display parameters .......................................62 CCT commissioning for Contact Center .............................. 97
Agent Desktop voice contacts LDAP ................................. 120 CCT confirming services ......................................................97
agent roaming in Contact Center ....................................... 110 CCT CSR certificates .........................................................299
AML agents adding in CCMA ............................................ 104 CCT SOA Web services .................................................... 300
assigning resources ...........................................................109 CCT switchovers
attachment file locations .................................................... 125 enabling .............................................................. 146, 202
availability of servers campus ............................................190 CCT Web service
Avaya support website support ............................................17 checklist ......................................................................296
CCT workstations .............................................................. 101
certificate removal ..............................................................294
B certificates for CCT CSR ................................................... 299
backing up CCMM active server database ................ 254, 265 certificate signing request .................................................. 296
backup System Manager communication ............................78 certificate signing requests ................................................ 290
certificates importing ..........................................................292
changing server details in CCMA
C NCC HA ......................................................................286
checklist
CCMA adding AML agents ................................................ 104
CCMS Web service .................................................... 290
CCMA adding CCT server ................................................... 98
CCT Web service ........................................................296
CCMA adding multimedia servers ......................................115
HA .......................................137, 168, 193, 225, 247, 261
CCMA Administration shared folder .................................... 61
Citrix popups for agent client ............................................. 133
CCMA Administration user password .................................. 64
client installation Orchestration Designer ............................ 70
CCMA agent desktop display parameters ........................... 62
clients shared folder .............................................................59
CCMA and System Manager communication ......................75
client starting CCMA ............................................................ 78
CCMA client ActiveX controls .............................................. 95
commissioning
CCMA client display settings ............................................... 91
single sign-on ............................................................... 73
CCMA client Internet Explorer configuration ........................92
commissioning Agent Desktop client ................................. 131
CCMA client shared folders ................................................. 59
commissioning CCMA ......................................................... 53
CCMA commissioning ......................................................... 53
commissioning CCMS ......................................................... 43
CCMA historical reporting ....................................................58
Communication Server 1000 configuring .............................99
CCMA historical reporting folders ........................................ 58

June 2019 Avaya Aura® Contact Center Commissioning for Avaya Communication Server 1000 304
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 Index

Communication Server 1000 data import .......................... 102 Contact Center CS1000 data import ..................................102
configure RGN ........................................................... 178, 266 Contact Center security certificates ..................................... 24
configuring active server ....................................................264 contact center virification ....................................................111
configuring Active Server ...................................................252 CS1000 data import for Contact Center ............................ 102
configuring CCMA and System Manager communication ... 75 CSR certificates ................................................................. 292
configuring CCMM general administration .........139, 195, 250
configuring certificate signing request ............................... 290
configuring communication between CCMA and System
D
Manager database backups on active server ........... 153, 177, 209, 234
geographic server .........................................................86 database restore ................................................................269
primary server ...............................................................83 database restore on remote geographic server .................239
standby server .............................................................. 84 database restore on standby server .................. 154, 210, 255
configuring communication to backup System Manager ..... 78 date and time disabling ........................................................47
configuring CS1000 ............................................................. 99 daylight savings time changes .............................................47
configuring database backups on active server .153, 209, 234 deleting CCT certificates ....................................................302
NCC HA ......................................................................280 deleting certificate ..............................................................294
configuring desktop display parameters .............................. 62 desktop display parameter configuration ............................. 62
configuring display settings ..................................................91 disabling date and time features ..........................................47
configuring email notification disabling Windows time ....................................................... 47
NCC HA ......................................................................279 disk defragmentation ........................................................... 48
configuring email on active server ............................. 144, 200 display settings configuration in CCMA client ......................91
configuring email recipient addresses ............................... 122
configuring High Availability
Network Control Center .............................................. 277 E
configuring high availability on active server
email on active server ................................................144, 200
....................................................................141, 171, 197, 228
email recipient addresses .................................................. 122
configuring high availability on remote geographic server
enabling
....................................................................................182, 237
CCT switchovers ................................................ 146, 202
configuring high availability on standby server .......... 156, 212
enabling multiplicity ..............................................................46
NCC HA ......................................................................283
enabling open queue ........................................................... 45
configuring hotdesking ....................................................... 110
exceptions list for IE firewall ................................................ 94
configuring Internet Explorer ................................................92
Explorer ActiveX controls .....................................................96
single sign-on HA ......................................................... 88
Explorer on CCMA client ..................................................... 92
configuring Internet Explorer on the CCMA server .............. 66
exporting .............................................................................. 38
configuring LDAP for voice contacts ..................................120
configuring MIME types ..................................................... 127
configuring multimedia license type ...................................121 F
configuring multimedia server settings ...............................117
configuring multimedia users ............................................. 113 fax mailbox
configuring real-time reporting ............................................. 56 add ..............................................................................130
configuring server details on remote geographic server firewall exceptions ............................................................... 94
....................................................................................180, 235
configuring server details on standby server ............. 158, 214 G
configuring service monitoring on active server
....................................................................147, 174, 203, 231 generating certificate signing request ................................ 296
configuring shared folders for client .....................................59 geographic remote server details .............................. 180, 235
configuring shared folders to export historical reports ......... 58 geographic remote server high availiability ................182, 237
configuring shared folders to read from users ..................... 60 geographic remote server restore ......................................239
configuring sites ...................................................................51 geographic remote server shadowing ........................187, 243
configuring skillsets ............................................................126 geographic server
configuring SOA CCT Web services ..................................300 configuring communication between CCMA and System
configuring SOA Web service ............................................ 293 Manager ....................................................................... 86
confirming services .............................................................. 97
Contact Center agent roaming ........................................... 110
Contact center assigning resources .................................. 109 H
Contact Center commissioning task .................................... 20 HA
Contact Center CS1000 configuration ................................. 99 checklist ..............................137, 168, 193, 225, 247, 261

June 2019 Avaya Aura® Contact Center Commissioning for Avaya Communication Server 1000 305
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Index

High Availability multimedia license types ....................................................121

installing third-party utility ........................................... 276 multimedia MIME types ..................................................... 127
mapping System Manager users to CCMA users ........ 88 multimedia server settings ................................................. 117
Network Control Center .............................................. 272 multimedia servers to CCMA adding ..................................115
single sign-on ............................................................... 80 multimedia services start ....................................................114
High Availability CCMM ..................................................... 252 multimedia skillsets ............................................................126
High Availability Network Control Center commissioning multimedia users configuring ............................................. 113
prerequisites ............................................................... 274 multiplicity enabling ..............................................................46
high availability on active server ................ 141, 171, 197, 228
high availability on geographically remote server ...... 182, 237
high availability on standby server .............................156, 212
N
High Availability RGN CCMM ............................................ 268 NCC HA
high availability third-party support ............................ 250, 264 changing server details in CCMA ............................... 286
high availability verification ........................................ 171, 228 configuring database backups on active server ......... 280
high availability verifying services ..............................141, 197 configuring email notification ...................................... 279
historical reporting shared folder ......................................... 58 configuring high availability on standby server ........... 283
hotdesking for Agent Desktop client .................................. 132 reinstating High Availability .........................................288
hotdesking in Contact Center .............................................110 restoring the database on the Standby server ............281
hot standby HA starting active server .................................................. 284
about ...........................................................................134 starting shadowing on standby server ........................ 285
Voice and Multimedia Contact Server ........................ 134 testing switchovers ..................................................... 287
hot standby high availability about .....................................190 verifying shadowing on active server ..........................286
network ................................................................................ 50
I network addressing for statistics ..........................................48
Network Control Center
importing CCT CSR certificates .........................................299 configuring High Availability ........................................277
importing CS1000 data ...................................................... 102 High Availability .......................................................... 272
importing CSR certificates ................................................. 292 Network Control Center HA
importing workstations from CCT ...................................... 101 resolving the managed name to the managed IP address
installation CCMS verification .............................................. 45 .....................................................................................276
installing Orchestration Designer client ............................... 70 networking configuring sites ................................................ 51
installing third-party utilities for HA ............................ 250, 264
Internet Explorer Active X controls ...................................... 96
Internet Explorer firewall exceptions list .............................. 94
O
Internet Explorer on CCMA client ........................................ 92 open networking SOA Web service ................................... 293
open queue enabling ........................................................... 45
L optimizing performance ....................................................... 48
Orchestration Designer installation ......................................70
LDAP server for Agent Desktop voice contacts .................120
licensing for multimedia ..................................................... 121
local multimedia users permissions ................................... 113
P
logging on privileges for multimedia ...................................113 prerequisites
logging on to CCMA .............................................................68 High Availability Network Control Center commissioning
logging on to CCMA securely .............................................. 89 .....................................................................................274
primary server
M configuring communication between CCMA and System
Manager ....................................................................... 83
managed IP addresses ..............138, 170, 194, 227, 249, 263
mapping System Manager users to CCMA ......................... 76
mapping System Manager users to CCMA users
R
High Availability ............................................................ 88 read permissions for clients in shared folder configuration ..59
multicast controller ...............................................................48 real-time data multicast ........................................................48
Multimedia Contact Server ................................................ 178 real-time reporting ................................................................56
multimedia email recipient addresses ................................122 recipient addresses ............................................................122
multimedia hotdesking ....................................................... 132 Reference Client in Contact Center ....................................111
multimedia LDAP server .................................................... 120 reinstating High Availability

June 2019 Avaya Aura® Contact Center Commissioning for Avaya Communication Server 1000 306
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 Index

reinstating High Availability (continued) standby server

NCC HA ......................................................................288 configuring communication between CCMA and System
related documentation ......................................................... 12 Manager ....................................................................... 84
remote geographic server database restore ..............184, 239 standby server database restore ....................... 154, 210, 255
remote geographic server details .............................. 180, 235 standby server high availability ..................................156, 212
remote geographic server high availability ................ 182, 237 standby server server details .....................................158, 214
remote geographic server shadowing ................187, 243, 270 standby server shadowing ................. 161, 186, 217, 242, 257
removing CCT certificate configuration ..............................302 starting active server ..................160, 185, 216, 241, 257, 270
removing certificate ............................................................294 NCC HA ......................................................................284
reporting historical shared folder configuration ....................58 starting CCMA client ............................................................ 78
reporting real-time data configuration .................................. 56 starting shadowing on remote geographic node server
requests for signing certificates ......................................... 290 ............................................................................187, 243, 270
resolving managed names .........138, 170, 194, 227, 249, 263 starting shadowing on standby server
resolving the managed name to the managed IP address ............................................. 161, 186, 217, 242, 257
Network Control Center HA ........................................ 276 NCC HA ......................................................................285
resources in Contact Center .............................................. 109 subject alternative name
restoring database ............................................................. 269 security store ................................................................ 32
restoring database on remote geographic server ...... 184, 239 support .................................................................................17
restoring database on standby server ....................... 210, 255 System Manager and CCMA communication ......................75
restoring the database on the Standby server System Manager mapping to CCMA users ......................... 76
NCC HA ......................................................................281
RGN settings ............................................................. 188, 243
root certificate ...................................................................... 38
T
tasks for Contact Center commissioning ............................. 20
S testing switchovers
NCC HA ......................................................................287
scheduled task ...............................................................40, 41 third-party support for high availability ....................... 250, 264
scheduling disk defragmentation ......................................... 48 third-party utility
scheduling historical reports ................................................ 58 High Availability .......................................................... 276
security store time and date disabling ........................................................47
subject alternative name ...............................................32 time disabling in Windows ................................................... 47
server details on remote geographic server .............. 180, 235 TLS version ..........................................................................37
server details on standby server ................................158, 214 turning off web services security ..........................................30
servers campus availability ................................................190
server settings for multimedia ............................................ 117
service monitoring on active server ........... 147, 174, 203, 231
U
service provider for Contact Center ..................................... 99 updating CCMA Administration password ........................... 64
services availability for high availability ..................... 141, 197 user mapping from System Manager to CCMA ................... 76
services for multimedia ...................................................... 114 user permissions shared folder ............................................60
services starting in CCT .......................................................97 user permissions shared folder configuration ...................... 60
shadowing on remote geographic server ...................187, 243
shadowing on standby server ............ 161, 186, 217, 242, 257
shadowing verification on active server V
............................................................162, 188, 219, 244, 258
verifying CCMS installation ..................................................45
shared folders for clients to read ......................................... 59
verifying CCT Contact Center ............................................ 111
shared folders for historical reporting .................................. 58
verifying high availability ............................................ 171, 228
shared folders for user permissions .....................................60
verifying multimedia services ............................................. 114
signing request .................................................................. 296
verifying services for HA ............................................ 141, 197
single sign-on
verifying shadowing on active server
commissioning ..............................................................73
..................................... 162, 188, 219, 244, 258, 271
High Availability ............................................................ 80
NCC HA ......................................................................286
single sign-on HA
verifying Web services in CCMA ..........................................65
configuring Internet Explorer ........................................ 88
videos .................................................................................. 16
site configuration ..................................................................51
skillsets .............................................................................. 126
SMTP server ........................................................................39
SOA CCT Web services .................................................... 300

June 2019 Avaya Aura® Contact Center Commissioning for Avaya Communication Server 1000 307
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Index

W
Web browser ActiveX controls ............................................. 95
Web service SOA Open Networking ..................................293
web services security turning off ..........................................30
Windows time disabling ....................................................... 47
workstations domain .......................................................... 101

June 2019 Avaya Aura® Contact Center Commissioning for Avaya Communication Server 1000 308
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