avaya experience portal healthcheckup bot
TRANSCRIPT
Avaya Experience Portal HealthCheckup Bot
Readme Version 1
11/Nov/2020
Table of Contents
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Table of Contents
1. Introduction .............................................................................................................. 3
1.1 Overview ........................................................................................................... 3 1.2 Common Use cases .......................................................................................... 8
2. Requirements & Prerequisites ................................................................................ 9
2.1 System Requirements ....................................................................................... 9 2.2 Prerequisites ..................................................................................................... 9
2.3 Security Measures ............................................................................................ 9 2.4 Disclaimers ..................................................................................................... 10
3. Getting Started ....................................................................................................... 11
3.1 Skill Matrix ...................................................................................................... 11 3.2 Installation Hierarchy ...................................................................................... 11
3.3 Quick Start ...................................................................................................... 12 3.3.1 Setup ........................................................................................................ 12
3.3.2 Configuration ............................................................................................ 13
4. Reports ................................................................................................................... 29
5. Logs ........................................................................................................................ 30
6. Troubleshooting & Support .................................................................................. 32
6.1 Support ........................................................................................................... 32 6.2 FAQs ............................................................................................................... 32
Appendix A: Record of Changes ............................................................................... 33
Appendix B: Acronyms ............................................................................................... 34
Appendix C: References ............................................................................................. 35
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1. Introduction
This document contains all essential information for the user to make full use of the Bot. This manual includes a description of the functions, capabilities, step-by-step procedures for setup and configuration of the Bot.
1.1 Overview
Avaya Experience Portal health checkup bot is extremely beneficial for the contact center domain where daily service checks like EPM services, MPP services, telephony ports status, VoIP connection and System monitor are typically performed manually. With the help of this bot the entire process will be automated without any human involvement. The bot can be scheduled to run as per business requirement on predefined intervals which can be hourly / daily / weekly or any desired interval and at the end of the execution a detailed report will be sent to the respective email id as defined by the user in a structured csv / excel format.
Detailed steps are as follows:
1) Start of the process
2) Run Meta bot logic to verify bot license whether it’s expired or not
3) Initialize the configuration file path, read and reinitialize all the key values and store into user created variable. Which can be used by the bot dynamically and hence there won’t be tight coupling or code level any dependencies.
4) Create folder structure (Bot will create folders as per bot framework for example: - Error, logs, snapshots and output folders)
5) Delete all the downloaded CSV files during last/previous run
6) Copy AvayaAEPHealthCheckupReports.xlsx file from input folder to output folder
7) Open report excel file (AvayaAEPHealthCheckupReports.xlsx) and activate sheet name “Avaya Server Health Checklist”
8) Launch Avaya Experience Portal and login with user credential using credential vault.
9) Go to EPM manager, MPP manager, Port distribution, VoIP connection, System monitor options available in AAEP webpage
10) Download respective reports in the csv format such as EPMManager.csv, MPPManager.csv, PortDistribution.csv, CMReport.csv, SMReport.csv, MPPCPUData.csv and SMReport.csv
11) After downloading respective reports, Bot will logout from the AAEP webpage
12) Open Putty CLI software
13) Go to logging option and set session log file as printable output and in the csv format
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14) Again go to session and enter EPM server Ip address and click open button to login
15) Login with root user (mandatory)
16) Write list of commands to get desired details such as system uptime, disk space, RAM, CPU utilization, OS details, Platform details, System version
17) Exit from the Putty CLI
18) Read stored value into user created variable, loop through all CSV files downloaded from the AAEP. Update respective data into AAEP report excel sheet as per filter, logic and conditions.
19) Save and close excel after updating the details. Then bot will send an email to the configured email id with AAEP report excel file attachment
20) End of the process
Visual Flow:
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Example of a Sample Input & Output
Input configuration file:-
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Output final report excel sheet: -
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1.2 Common Use cases
Apart from listed EPM, MPP, telephony Ports, VoIP connection, System monitor status and reports. Bot can also perform real time monitoring of the EPM and MPP related alarms, trace, audit logs, license utilization and download standard reports such as application details, contact details, session details, application summary, session summary, contact summary, POM campaign details, POM campaign summary, POM agent summary, POM agent activity details, POM callbacks status details and so on
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2. Requirements & Prerequisites
2.1 System Requirements
For the PC/Laptop or server where the bot needs to run;
RAM: 8GB or higher PROCESSOR: 2.6+ GHz Intel Core i5 or higher and equivalent with 4 core processer
Hard Disk: Up to 32GB+ of overall free space in the AA Client installation drive (C Drive 100 GB atleast)
Network: 1GbE
OS: Windows 10
.Net Framework: 4.6+ Microsoft VC 2013 or higher
2.2 Prerequisites
Software’s needed; Avaya Experience Portal 7.2.0 with 7.2.3 patch
Avaya Provided Linux OS 6.8+ or Redhat Linux OS 6.8+
Microsoft Excel 2013 or 2016
AA Enterprise Client 11.3.x
Accounts/License needed; Avaya AEP license (WebLM License) Avaya AEP user credential AA Enterprise client V11 License (Bot Runner)
2.3 Security Measures There are some security best practices which we recommend to be followed; • It is not recommended to provide AAEP user credential access to the windows User Account executing the Bots. Instead advisable to create credential vault feature and provide user as a consumer of the credential vault. • It is recommended to update/change Avaya AEP user credential every quarter to ensure data security.
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2.4 Disclaimers
Instructions: User/Bot should use AEP user credential stored in the credential vault only rather than hard coded, user variable or configuration file key values.
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3. Getting Started
3.1 Skill Matrix
The functionality of the Bot has been divided into set of skills. Below is an overview of how the task bots and meta bots are mapped to these skills:
Skill Task Files MetaBot Files
Login to AAEP and monitor EPM, MPP and telephone ports status and generate reports
AvayaExperiencePortalHealthCheklistupBot.atmx No Metabot used
Integrating License using MetaBot Utility for Task Bot
AvayaExperiencePortalHealthCheklistupBot.atmx LicenseHelper.mbot
3.2 Installation Hierarchy Once the bot is downloaded and installed, the installer creates the files in the folder structure as shown below.
Folder Structure on your Machine
Folder Structure
Description
<AA Application Path> 1. My Tasks
1.1. Bot Store
1.1.1. Avaya Experience Portal HealthCheckup Bot - VIS Global Pty Ltd
Error Folder • Logs
<AA Application Path> is the location where AA files are stored on your machine 1. My Tasks My Task Folder is the default directory where Bot Files are saved. 1.1 Bot Store Bot Store Folder contains the Bot Name Folder which the installer creates while Installation of the Bot. 1.1.1 Avaya Experience Portal HealthCheckup Bot - VIS Global Pty Ltd This folder gets created by the installer and
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o Error logs Month-Day-Year Hour Min Sec.txt • Snapshots o Error Snap Month-Day-Year.png Input Folder • Configuration.txt • AvayaAEPHealthCheckupReports.xlsx My Tasks • AvayaExperiencePortalHealthCheklistupBot.atmx 2. My MetaBots
• LicenseHelper.mbot
contains files and folders needed for the bot to execute tasks. Error folder is where logs and snapshots of screens will be placed if there is an error during execution Input Folder is where the input files that the bot needs for execution of the use cases are saved • Configuration.txt is where the values need to be setup for the bot to run. • AvayaAEPHealthCheckupReports.xlsx provides an example of the type of content that can be provided as an input to the bot. My Tasks folder contains all the Developed Platform Source Code •AvayaExperiencePortalHealthCheklistupBot.atmx is a task bot which will perform all the highlighted points 2. My MetaBots folder contains the Developed Metabots needed for the bot execution. • LicenseHelper.mbot is a Metabot which will contain global ID for the license purpose
3.3 Quick Start
3.3.1 Setup
Step-1: Download Avaya Experience Portal software from Avaya website
Download Base version 7.2.x: https://support.avaya.com/downloads/download-details.action?contentId=C20177251224226130_8&productId=P0407&releaseId=7.2.x
Download patch version 7.2.3.x: https://support.avaya.com/downloads/download-details.action?contentId=C20198281416485200_3&productId=P0407&releaseId=7.2.x
Step-2: Download Avaya Provided Linux OS
Download URL: https://support.avaya.com/downloads/download-details.action?contentId=C2017724190489700_5&productId=P0407&releaseId=7.2.x
Step-3: After downloading above Avaya software’s, you can setup/install in your server with the help of lab admin or document provided by Avaya. You can visit https://support.avaya.com/documents/ and search for AEP and Linux OS related docs.
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3.3.2 Configuration
To find MPP server and telephony ports status, first it should be configured with EPM system or else user will not be able to access MPP and telephony ports mode and state status.
- Configuration of MPP with EPM;
Please follow Avaya provided document or check with IT administrator
- Configuration of Telephony ports (SIP and H.323);
Please follow Avaya provided document or check with IT administrator
- Locker, Credential vault creation and assigning consumer role to runner machine user;
For the procedure, please follow Automation Anywhere provided document and create locker, credential vault with attributes as mentioned below for your reference
Locker Name= AEPLocker
Credential Name= AEPVault
Credential attributes name=AEPUser, AEPPass
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o For External File –
CREDENTIAL VARIABLES: Credential Variables to be mentioned in this Table
Variable Name Type Mandatory
Purpose Example Input
AEPLocker Text Yes User has to provide same
locker name as mentioned on Control room
Example: AEPLocker
AEPVault Text Yes User has to provide same
credential name as
mentioned on Control room
Example: AEPVault
AEPUser Text Yes User has to provide same
credential attribute name as mentioned
on Control room
Example: AEPUser
AEPPass Number and Text
Yes User has to provide same
credential attribute name as mentioned
on Control room
Example: AEPPass
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INPUT VARIABLES: Input Variables to be mentioned in this Table
Variable Name Type Mandatory
Purpose Example Input
vAccessCode Text Yes Used to store Access Code and has to
provide to run bot
An example of the Input access code: 10126eab68e1ec30ff0
44d30cf34b……
vAddress Text No Used to store address of the
vendor
Example: Melbourne, Australia
vAEPLoginRTrue Text No Used to store AEP login related recommendation
Example: NA
vAEPLoginTrue Text No Used to store AEP login related
comments
Example: Able to login
vAEPServer IP Yes Used to store AEP server ip
address
Example: 172.*.*.1
vAEPSystem Number No Used to store AEP system
version
Exmaple: 7.2.3.x
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vAEPUrl Url Yes Used to store AEP webpage url
details
Example url: https://AEP IP/VoicePortal
vAvayaAEPHealthCheckupReports
Text Yes Used to store report excel
sheet file name
Example: AvayaAEPHealthCheckupReports.xls
x
vBotName Text Yes Used to store bot name
Example: Avaya Experience Portal HealthCheckup Bot
vCMReport Text Yes Used to store CM reports file name
Example: CMReport.csv
vCMServer IP Yes Used to store CM server ip address
Example: 172.*.*.1
vCPU Number No Used to store CPU utilization
status
Example: 10%
vCPU1 Number No Used to store ID value
Example: 90
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vCPU2 Number No Used to store ST value
Example: 10
vCustomerID Number No Used to store customer ID
number
Exmpale: 112030
vCustomerName Text No Used to store customer name
Example: Automation Anywhere
vDatabaseServer Ip Yes Used to store database server
ip address
Example: 172.*.*.1
vDSpace Number No Used to store disk space value
Example: 60
vEmailID Email
Yes Used to store email id for
sending mail
Example: [email protected]
vEPMCPU Text No Used to store dynamic EPM CPU related comments
Example: EPM server CPU utilization is
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vEPMCPUTrue Text No Used to store EPM CPU related recommendation
Example: CPU utilization is normal
vEPMCPUFalse Text No Used to store EPM CPU related recommendation
Example: CPU utilization is more than 90%
vEPMDiskspace Text No Used to store EPM disk space
related comment
Example: EPM server disk space utilization is
vEPMDiskspaceTrue Text No Used to store EPM disk space
related recommendation
Example: Disk space utilization is normal
vEPMDiskspaceFalse Text No Used to store EPM disk space
related recommendation
Example: Disk space utilization is more than 80%
vEPMManagerReport Text No Used to store EPM Manager report csv file
name
Example: EPMManagerReport.csv
vMPPManagerReport Text No Used to store MPP manager report csv file
name
Example: MPPManagerReport.csv
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vEPMMode Text No Used to store EPM server mode
Example: Online
vEPMRAM Text No Used to store dynamic
comments related to EPM
RAM
Example: EPM server RAM utilization is
vEPMRAMTrue Text No Used to store EPM RA related
recommendations
Example: RAM utilization is normal
vEPMRAMFalse Text No Used to store EPM RA related
recommendations
Example: RAM utilization is more than 80%
vEPMServiceRTrue Text No Used to store EPM service
related comments
Example: NA
vEPMServiceRFalse Text No Used to store EPM Service
related recommendation
Example: Need to check EPM server and service status
vEPMState Text No Used to store EPM service
state
Example: Running
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vEPMUptime Text No Used to store EPM server
uptime related comments
Example: EPM server uptime is
vEPMUptimeTrue Text No Used to store EPM server
uptime related recommendation
Example: Uptime is normal
vEPMUptimeFalse Text No Used to store EPM server
uptime related recommendation
Example: Uptime is more than 90 days
vErrorFolder Text Yes Used to store error folder path
Example: C:\Users\VIS\Documents\Automatio
n Anywhere Files\Automation Anywhere\My Tasks\Bot Store\
Avaya Experience Portal Checklist Bot – Vis Global Pty Ltd\Error Folder
vErrorHandling Text Yes Used to store error status as
true if any error occur
Example =true
vEUptime Number No Used to store uptime of EPM
server
Example: 20
vFree Number No Used to store RAM utilization
Example: 80%
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vHighDelay Number Yes Used for dynamic delay in task
Example= 8
vInputFolder Text Yes Used to store input folder path
Example: C:\Users\VIS\Documents\Automatio
n Anywhere Files\Automation Anywhere\My Tasks\Bot Store\
Avaya Experience Portal HealthCheckup Bot – Vis Global Pty
Ltd\Input Folder
vLogFolder Text Yes Used to store log folder path
Example: C:\Users\VIS\Documents\Automatio
n Anywhere Files\Automation Anywhere\My Tasks\Bot Store\
Avaya Experience Portal HealthCheckup Bot – Vis Global Pty
Ltd \Error Folder\Logs
vIVRServer Ip Yes Used to store IVR application
server ip address
Example: 172.*.*.1
vLowDelay Number Yes Used for dynamic delay in task bot
Example = 2
vLoop Number No Used to store number of loop
value
Example: 5
vMidDelay Number Yes Used for dynamic delay in task bot
Example= 4
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vMsguse Text Yes Used for dynamic message box
Example= True or False
vMPPCPU Text No Used to store dynamic MPP CPU related comments
Example: MPP server CPU utilization is
vMPPCPUData Text No Used to store MPP system
monitor server details csv file
name
Example: MPPCPUData.csv
vMPPDiskspace Text No Used to store MPP disk space
related comment
Example: MPP server disk space utilization is
vMPPManagerReport Text No Used to store MPP manager
report file name
Example: MPPManagerReport.csv
vMPPMode Text No Used to store MPP server mode
Example: Online
vMPPPortsCustom Text No Used to store MPP ports
related comments
Example: No MPP ports are available
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vMPPPortsFalse Text No Used to store MPP ports
related comments
Example: All MPP ports are available and but some respective states are
not in service or connected state
vMPPPortsFalse1 Text No Used to store MPP ports
related comments
Example: All MPP ports are available except
vMPPPortsRCustom Text No Used to store MPP ports
related recommendation
Example: Please check connectivity and configuration between EPM and
MPP
vMPPPortsRTrue Text No Used to store MPP ports
related recommendation
Example: For more info please find attached MPP ports report
vMPPPortsRFalse Text No Used to store MPP ports
related recommendation
Example: For more info please find attached MPP ports report
vMPPPortsTrue Text No Used to store MPP ports
related comments
Example: All MPP ports are available
vMPPRAM Text No Used to store dynamic
comments related to MPP
RAM
Example: MPP server RAM utilization is
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vMPPServer Ip Yes Used to store MPP server ip
address
Example: 172.*.*.1
vMPPServiceRTrue Text No Used to store MPP service
related comments
Example: NA
vMPPServiceRFalse Text No Used to store MPP Service
related recommendation
Example: Need to check MPP server and service status
vMPPState Text No Used to store MPP service
state
Example: Running
vMPPUptime Text No Used to store MPP server
uptime related comments
Example: MPP server uptime is
vMUptime Number No Used to store MPP uptime in
days
Example: 20
vOS Text No Used to store AEP OS details
Example:
2.6.32-696.3.1.el6.x86_64
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vOutputFolder Text Yes Used to store output folder
path
Example= C:\Users\VIS\Documents\Automatio
n Anywhere Files\Automation Anywhere\My Tasks\Bot Store\
Avaya Experience Portal HealthCheckup Bot – Vis Global Pty
Ltd \Output Folder
vPngingStatusTrue Text No Used to store pinging status
value
Example: Pinging
vPingingStatusFalse Text No Used to store pinging status
value
Example: Not pinging
vPlatform Text Yes Used to store AEP platform
details
Example: RH6.8.64-AV07EP72
vPortDistribution Text No Used to store port distribution
file name
Example: PortDistribution.csv
vPortLoop Number No Used to store Port file loop
counts
Example: 5
vPortModeCount Number No Used to store Port Mode
counts
Example: 5
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vPortStateCount Number No Used to store Port state counts
Example: 5
vProjectFolder Text Yes Used to store project folder
path
Example= C:\Users\VIS\Documents\Automatio
n Anywhere Files\Automation Anywhere\My Tasks\Bot Store\
Avaya Experience Portal HealthCheckup Bot – Vis Global Pty
Ltd
vProjectName Text Yes Used to store project name
Example= Avaya Experience Portal HealthCheckup Bot – Vis Global Pty
Ltd
vPuttyAEPReports Text No Used to store putty session
printable output file name
Example: PuttyEPMReports.csv
vPuttyMPPReports Text No Used to store putty session
printable output file name
Example: PuttyMPPReports.csv
vPuttyPath Text/Path Yes Used to store putty cli software
path
Example:- C:\Putty.exe
vRemarksTrue Text No Used to store remarks value
Example: Working
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vRemarksFalse Text No Used to store remarks value
Example: Not working
vRootFolder Text Yes Used to store configuration file
path
Example=
C:\Users\VIS\Documents\Automation Anywhere Files\Automation
Anywhere\My Tasks\Bot Store\ Avaya Experience Portal
HealthCheckup Bot – Vis Global Pty Ltd \Input Folder\Configuration
File.txt
vSMReports Text No Used to store SM reports file name
Example: SMReports.csv
vSMServer Ip yes Used to store SM server ip address
Example: 172.*.*.1
vSnapshotFolder Text Yes Used to store snapshot folder
path
Example: C:\Users\VIS\Documents\Automatio
n Anywhere Files\Automation Anywhere\My Tasks\Bot Store\
Avaya Experience Portal HealthCheckup Bot – Vis Global Pty
Ltd \Error Folder\Snapshots
vStatusTrue Text No Used to store status value
Example: Yes
vStatusFalse Text No Used to store Status value
Example: No
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vSub1 Number No Used to store total RAM
memory value
Example: 9999
vSub2 Number No Used to store total used RAM memory value
Example: 5999
vSystemMonitor Text No Used to store System monitor
report csv file name
Example: SystemMonitor.csv
vVendorName Text Yes Used to store vendor name
Example: Vis Global Pty Ltd
OUTPUT VARIABLES: Output Variables to be mentioned in this Table.
Variable Name Type Mandatory Purpose Example Output
vValidationOutput Text Yes Used to check whether license
is still valid or not while running
paid bot
True/False
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4. Reports
There are no Bot Insight Reports generated for this Bot
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5. Logs
In case of Errors, Error Logs & Screenshots are generated within Error Folder (Highlighted below in yellow) o My Tasks • Bot Store • Bot Name • Error Folder • Logs (Folder) oError Logs Month-Day-Year.txt •Snapshots (Folder) o Error Snap Month-Day-Year HourMinSec.png
Error Logs will contain the below information; • Error Line Number • Error Description • Generated Timestamp
Example of Log File:
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Example of Screenshot Generated Error File:
Note: - There are no Custom Logs generated for this Bot.
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6. Troubleshooting & Support
6.1 Support
User can reach out to the support email ID for the further setup, help desk and production help
Note: - Free bots and trial bots are currently not supported directly.
6.2 FAQs
Please feel free to reach us for any kind of support. We will be more than happy to help
Support Contact
Sales Contact
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Appendix A: Record of Changes
No. Version Number Date of Change Author Notes
1 1.0 11/11/2020 Ravindra Kumar Version 1 Release
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Appendix B: Acronyms
No. Acronym Description
1 AA Automation Anywhere
2
CR Control room
3 PC Personal Computer
4 RAM Random Access Memory
5 OS Operating System
6 CSV Comma Separated File
7 Avaya AEP Avaya Aura Experience Portal
8 CR Credential Vault
9 GB Gigabytes
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Appendix C: References
No. Topic Reference Link
1 System Requirements – Client hardware https://docs.automationanywhere.com/bundle/enterprise-v11.3/page/enterprise/topics/aae-
architecture-implementation/deployment-planning/requirements-server-
hardware.html#Zj0vY2F0ZWdvcnkvZXhwbG9yZT9wPUV4cGxvcmU=
2 System Requirements – Client OS https://docs.automationanywhere.com/bundle/enterprise-v11.3/page/enterprise/topics/aae-
architecture-implementation/deployment-planning/requirements-operating-system-
compatibility.html#Zj0vY2F0ZWdvcnkvZXhwbG9yZT9wPUV4cGxvcmU=
3 A people Community Site https://apeople.automationanywhere.com/s/?language=en_US
4 Product Documentation portal https://docs.automationanywhere.com/