ccem 6.3 deploying in virtualized environment oct2013

Deploying Avaya Aura® Call Center EliteMultichannel in an Avaya CustomerExperience Virtualized Environment

Release 6.3Issue 1

October 2013

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Contents

Chapter 1: Introduction...................................................................................................... 7Purpose..................................................................................................................................................... 7Intended audience.................................................................................................................................... 7Related resources..................................................................................................................................... 7

Documentation................................................................................................................................. 7Training............................................................................................................................................ 8Avaya Mentor videos........................................................................................................................ 9

Support...................................................................................................................................................... 9Chapter 2: Architecture overview...................................................................................... 11

Avaya Customer Experience Virtualized Environment overview.............................................................. 11VMware components................................................................................................................................ 12Deployment guidelines.............................................................................................................................. 13

Chapter 3: Planning and configuration............................................................................. 15Planning checklist..................................................................................................................................... 15Server hardware and resources................................................................................................................ 15Customer configuration data..................................................................................................................... 16Call Center Elite Multichannel virtual machine resource requirements..................................................... 18Software requirements.............................................................................................................................. 19VMware software requirements................................................................................................................ 19

Chapter 4: Initial setup and pre-deployment.................................................................... 21Pre-deployment checklist.......................................................................................................................... 21Registering for PLDS................................................................................................................................ 21Downloading software from PLDS............................................................................................................ 22Verifying the downloaded OVA................................................................................................................. 23

Verifying the OVA on a Linux-based computer................................................................................ 23Verifying the OVA on a Windows-based computer.......................................................................... 23

Chapter 5: Deploying the Elite Multichannel OVA........................................................... 25Deployment checklist................................................................................................................................ 25Types of EMC deployment and methods to deploy an Open Virtual Appliance (OVA)............................ 26Deploying Call Center Elite Multichannel OVA using vSphere client........................................................ 26

Configuring Call Center Elite Multichannel after deploying the OVA using vSphere........................ 28Deploying Call Center Elite Multichannel OVA using vCenter.................................................................. 30

Configuring Call Center Elite Multichannel after deploying the OVA using vCenter........................ 32Chapter 6: Configuration.................................................................................................... 35

Configuring the virtual machine automatic startup settings...................................................................... 35Chapter 7: Post-deployment and verification................................................................... 37

Activate Microsoft Windows Server 2008 R2............................................................................................ 37Post-deployment verification..................................................................................................................... 37

Verifying the Call Center Elite Multichannel services....................................................................... 37Post-deployment configuration................................................................................................................. 40

Creating a Database for ASContact................................................................................................. 40Creating a Database for ASMSControl............................................................................................ 40Configuring Interaction Data Service server..................................................................................... 41

Chapter 8: Troubleshooting............................................................................................... 43


Troubleshooting the Avaya Aura® Call Center Elite Multichannel deployment......................................... 43Log file for troubleshooting OVA deployment................................................................................... 43Verifying the Call Center Elite Multichannel license data................................................................. 43Verifying the AES IP address and Port number............................................................................... 44Verifying the network parameters..................................................................................................... 44Verifying the Host name of the server.............................................................................................. 45

Chapter 9: Maintenance...................................................................................................... 49Taking a backup of the EMC .ini files........................................................................................................ 49

Glossary............................................................................................................................... 51Index..................................................................................................................................... 53

6 Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment October 2013

Chapter 1: Introduction

PurposeThis document provides procedures for deploying the Avaya Aura® Call Center EliteMultichannel virtual application in the Avaya Customer Experience Virtualized Environment.

This document includes deployment, configuration, initial administration, troubleshooting, andbasic maintenance checklists and procedures.

Intended audienceThe primary audience for this document is anyone who is involved with deploying, configuring,and verifying Avaya Aura® Call Center Elite Multichannel in a VMware® vSphere™ 5.xvirtualization environment at a customer site. The audience includes and is not limited toimplementation engineers, field technicians, business partners, solution providers, andcustomers.

This document does not include optional or customized aspects of a configuration.

Related resources

DocumentationThe following table lists the documents related to this product. Download the documents fromthe Avaya Support website at http://support.avaya.com

Title Description AudienceDesign



Title Description AudienceAvaya CustomerExperience VirtualizedEnvironment SolutionDescription

Describes the VirtualizedEnvironment solution from afunctional view. Includes ahigh-level description of thesolution as well as topologydiagrams, customerrequirements, and designconsiderations.

SalesEngineers

Implementation

Avaya WebLM usingVMware® in theVirtualized EnvironmentDeployment Guide

Provides procedures fordeploying the Avaya WebLMOVA in the VirtualizedEnvironment

Implementation engineers

Avaya Aura® Call CenterElite MultichannelUpgrade/Migration Guide

Provides procedures forupgrading/migrating fromAvaya Aura® Call Center EliteMultichannelRelease 6.2.3 or6.2.5 to Avaya Aura® CallCenter Elite MultichannelRelease 6.3.

Implementation engineers

Administration

Administering AvayaAura® Call Center EliteMultichannelGuide

Provides procedures forconfiguring the Avaya Aura®

Call Center Elite Multichannelservices and managing thedatabases

SystemAdministrators

TrainingThe following courses are available on the Avaya Learning website at www.avaya-learning.com. After logging into the website, enter the course code or the course title in theSearch field and click Go to search for the course.

Course code Course title5C00092W Avaya Aura® Call Center Elite Multichannel Overview

5C00092A Avaya Aura® Call Center Elite Multichannel Assessment

2C00092O Avaya Aura® Call Center Elite Multichannel Sales Knowledge Session

3C00004O Avaya Aura® Call Center Elite Multichannel Technical SalesKnowledge Session

10C00094 Avaya Aura® Call Center Elite Multichannel Implementation

Introduction



Course code Course titleAIPS – 4302 Avaya Aura® Call Center Elite Multichannel Implementation Test

(online test)

Avaya Mentor videosAvaya Mentor videos are available to provide technical content on how to install, configure,and troubleshoot Avaya products.

Videos are available on the Avaya support site, listed under the video document type, and onthe Avaya-run channel on YouTube.

To find videos on the Avaya support site, select the product name, and check the videoscheckbox to see a list of available videos.

Note:Videos are not available for all products.

To find the Avaya Mentor videos on YouTube, go to http://www.youtube.com/AvayaMentorand perform one of the following actions:

• Enter a key word or key words in the Search Channel to search for a specific productor topic.

• Scroll down Playlists, and click the name of a topic to see the available list of videosposted on the site.

SupportVisit the Avaya Support website at http://support.avaya.com for the most up-to-datedocumentation, product notices, and knowledge articles. You can also search for releasenotes, downloads, and resolutions to issues. Use the online service request system to createa service request. Chat with live agents to get answers to questions, or request an agent toconnect you to a support team if an issue requires additional expertise.

Support


http://www.youtube.com/AvayaMentor


Introduction



Chapter 2: Architecture overview

Avaya Customer Experience Virtualized Environmentoverview

Avaya Customer Experience Virtualized Environment integrates several Avaya Contact Centerproducts with the VMware® virtualized server architecture. Avaya Customer ExperienceVirtualized Environment provides the following benefits:

• Simplifies IT management by providing common software administration andmaintenance.

• Requires fewer servers and racks which reduce the footprint.

• Lowers power consumption and cooling requirements.

• Enables capital equipment cost savings.

• Lowers operational expenses.

• Uses standard operating procedures for both Avaya and non-Avaya products.

• Satisfies customer demand for Avaya products in a virtualized environment on customer-specified servers.

• Enables businesses to scale rapidly to accommodate growth and to respond to changingbusiness requirements.

For existing customers who have a VMware IT infrastructure, Avaya Customer ExperienceVirtualized Environment provides an opportunity to upgrade to the next release level of contactcenter applications using their own VMware infrastructure.

The Avaya Customer Experience Virtualized Environment project is only for VMware and isnot intended to include any other industry hypervisor.

Note:This document uses the following terms, and at times, uses the terms interchangeably.

• Server and host

• Reservations and configuration values

Customer deploymentDeployment into the blade, cluster, and server is managed by vCenter or vSphere.


The customer provides the servers and the VMware infrastructure including the VMwarelicenses.

The OVA can also be deployed on standalone ESXi hosts.

Software deliveryThe software is delivered as one or more pre-packaged Open Virtualization Appliance (OVA)files that are posted on the Avaya Product Licensing and Download System (Avaya PLDS).Each OVA contains the following components:

• The application software and operating system.• Preset configuration details for:

- RAM and CPU reservations and storage requirements- Network Interface Card (NIC)

Patches and upgradesA minimum patch level can be required for each supported application. See the compatibilitymatrix tool at http://support.avaya.com/CompatibilityMatrix/Index.aspx for more informationregarding the application patch requirements.

Performance and capacitiesThe OVA template is built with configuration values which optimize performance and followrecommended Best Practices.

Caution:Modifying these values can have a direct impact on the performance, capacity, and stabilityof the virtual machine. It is the responsibility of the customer to understand theaforementioned impacts when changing configuration values. Avaya Global SupportServices (GSS) may not be able to assist in fully resolving a problem if the resourceallocation has been changed for a virtual application. Avaya GSS could require the customerto reset the values to the optimized values before starting to investigate the issue.

VMware components

VMware SoftwareComponent

Description

ESXi Host The physical machine running the ESXi Hypervisorsoftware.

ESXi Hypervisor A platform that runs multiple operating systems on a hostcomputer at the same time.

vSphere Client The client application that is installed on a personal computeror accessible through a Web interface. It connects to avCenter server or directly to an ESXi host in the case where

Architecture overview


http://support.avaya.com/CompatibilityMatrix/Index.aspx


VMware SoftwareComponent

Description

vCenter Server is not used. Enables the installation andmanagement of virtual machines.

vCenter Server vCenter Server provides centralized control and visibility atevery level of the virtual infrastructure. Virtual machines aremanaged through vSphere Client software which providesalarming and performance monitoring of ESXi hosts andvirtual machines. vCenter Server provides VMware featuressuch as High Availability and vMotion.

Deployment guidelinesThe high-level deployment steps are:

1. Deploy the OVA or OVAs.

2. Configure the application/system.

3. Verify the installation.

The following are deployment guidelines for the virtual appliances:

• Deploy as many virtual appliances on the same host as possible.

• Deploy the virtual appliances on the same cluster if the cluster goes beyond the hostboundary.

• Segment redundant elements on a different cluster, or ensure the redundant elementswill not be on the same host.

• Create a tiered or segmented cluster infrastructure that isolates critical applications, suchas CMS, from other virtual machines.

• Ensure that you have enough resources for rainy day scenarios or conditions. Do notconfigure resources only for traffic or performance on an average day.

• Do not oversubscribe resources. Oversubscribing affects performance.

• Monitor the server, host, and virtual appliance performance.

Important:The values for performance, occupancy, and usage can vary greatly. The blade servermay be running at 5% occupancy, but a virtual machine may be running at 50%occupancy. Note that a virtual machine will behave differently if the CPU usage ishigher.

OVA deployment orderDeploy the application OVA files in the following order:

Deployment guidelines


1. System Manager2. Application Enablement Services3. Communication Manager4. Session Manager5. Utility Services6. Presence Services

Agile Communication Environment™, SAL, and WebLM can be deployed in any order after theapplication OVA files have been deployed.

Architecture overview



Chapter 3: Planning and configuration

Planning checklistEnsure that the following activities have been completed before deploying the virtual appliance:

# Action Notes

1 Coordinate with service providers.

2 All required licenses have beenpurchased and are accessible.

3 All required hardware has beenpurchased and delivered.

4 Staging and verification activitieshave been planned and resourcesassigned.

Server hardware and resourcesVMware offers compatibility guides that list system, I/O, storage/SAN and backup compatibilitywith VMware infrastructure. See http://www.vmware.com/resources/guides.html to viewVMware certified compatibility guides and product interoperability matrixes.

The VMware-certified servers must be running ESXi 5.0 and any of its updates, or ESXi 5.1and any of its updates.


http://www.vmware.com/resources/guides.html

Customer configuration dataConfiguration tools and utilitiesEnsure that the following tools and utilities are available before you deploy Avaya Aura® CallCenter Elite Multichannel:

• Avaya Aura® Call Center Elite Multichannel OVA for Release 6.3.0, which you candownload from the Avaya Product Licensing and Delivery System (PLDS) website.

Note:The operating system that is bundled with the Call Center Elite Multichannel OVA isMicrosoft Windows Server 2008 R2 Standard Edition.

• A computer with VMware vSphere Client that you can use to deploy the OVA to theVMware server.

• Avaya WebLM OVA. Avaya WebLM OVA is only required if you do not have an existingWebLM license server that is used to license Call Center Elite Multichannel.

Note:For more information on the Avaya WebLM OVA, see the Avaya WebLM usingVMware® in the Virtualized Environment Deployment Guide on the Avaya Supportwebsite at https://www.support.avaya.com/

Microsoft Operating System LicensingAvaya Aura® Call Center Elite Multichannel OVA end-customer who already owns an OpenVolume license/agreement with Microsoft, may login to the Microsoft VLSC – Volume LicensingService Center – located at: https://www.microsoft.com/licensing/servicecenter/default.aspx

Any customer with an existing Open Volume license/agreement with Microsoft may access theabove site and view their purchases and agreements. These same customers may also obtainthe older 2008 R2 PID/Key from the Microsoft site – again Open keys belong to end-customers.In many cases a Reseller may also access the agreement on behalf of the end-user and obtainthe keys. The EMC OVA end-customer who does not have an Open Volume license/agreementwith Microsoft must contact Microsoft (contact info below) and obtain a license from Microsoftbefore the EMC OVA deployment. New key codes may be purchased and existing OpenLicense holders may purchase or access key codes via the Telephone and email - customerscan call or email the VLSC to request their older 2008 R2 keys as needed.

Microsoft Support Center Contact Info:

Country: United States

Email(s): [email protected]

Toll Free Number(s): (866) 230-0560

Hours of Operation: 5 AM – 5 PM PST Mon – Fri

Planning and configuration


https://www.support.avaya.com/

https://www.microsoft.com/licensing/servicecenter/default.aspx


Languages Supported: English and French

Customer configuration informationThe following table identifies the key customer configuration information you must enterthroughout the deployment and configuration process.

Important:Passwords can be a combination of uppercase letters, lowercase letters, numbers, andspecial characters such as $ and %.

Required data Value for the system Example valueKeyboard type US

Hostname for EMCCore server

EMCCore

IP address of EMCCore server

123.45.67.89

Hostname for EMCIDS server

EMCIDS

IP address for EMCIDS server

135.21.54.33

Hostname or IPaddress of the AESserver

Port number of theAES server

Hostname or IPaddress of theWebLM server

Port number of theWebLM server

Primary DNSServer IP Address

123.23.45.88

Admin accountpassword

The default password isEMC123$%

Customer configuration data


Call Center Elite Multichannel virtual machine resourcerequirements

The Call Center Elite Multichannel virtual machine requires the following set of resources tobe available on the ESXi host before deployment.

VMware resource ValuevCPU Cores 2

vCPU reservation 4800 MHz

Minimum CPU speed 2.4 GHz Xeon E5620 or Equivalent

Memory 8192 MB

Memory reservation 4096 MB

Storage reservation 600 GB

Shared NICs One @ 1000 Mbps

Call Center Elite Multichannel may be deployed on a host that does not have the resources toallocate to the virtual machine for power up. CPU reservations are assigned to the virtualappliance, built into the OVA, that are specified for a specific server speed.

In the case of CPU resource limitations, the system displays a message, Insufficientcapacity, or a similar message on each physical CPU. To correct this, you must adjust theVM properties.

• Right-click the virtual machine and select Edit Settings…. The system displays theVirtual Machine Properties dialog box.

• Select the Resources tab. The system displays the VM resources such as CPU, Memory,Disk, and Advanced CPU.

• For CPU limitations, select CPU from the left-hand pane and adjust the slider to theappropriate number for starting the VM. Alternatively, enter the exact number in theReservations field.

In some cases, the CPU adjustments might not correct the power up conditions and you mighthave to lower the CPU speed. You can follow this procedure to lower other VM resources asnecessary.

Caution:Do not modify the resource settings. Modifying these allocated resources could have a directimpact on the performance, capacity, and stability of theCall Center Elite Multichannel virtualmachine. For the system to run at full capacity, these resource size requirements must bemet. Removing or greatly downsizing reservations could put this requirement at risk. Anydeviation is at the customer’s own risk.




Software requirementsCall Center Elite Multichannel uses the current release, 6.3.0, of software as the standardrelease on VMware vSphere 5.0 and 5.1. The Call Center Elite Multichannel VMwarevirtualization environment is packaged as a virtual appliance ready for deployment on VMware-certified hardware.

VMware software requirementsThe following VMware software versions are supported:

• VMware vSphere ESXi 5.0

• VMware vSphere ESXi 5.1

• VMware vCenter Server 5.0

• VMware vCenter Server 5.1

ESXi 5.0 can be added under vCenter Server 5.0 and vCenter Server 5.1. However, ESXi 5.1can be added only under vCenter Server 5.1. See VMware Product Interoperability Matrixesat http://partnerweb.vmware.com/comp_guide2/sim/interop_matrix.php to view compatibilitywith other solution releases.

Note:ESXi 4.1 is not supported.

Software requirements


http://partnerweb.vmware.com/comp_guide2/sim/interop_matrix.php

Chapter 4: Initial setup and pre-deployment

Pre-deployment checklist

# Task Link/Notes

1 Register for PLDS. See Registering for PLDS on page 21

2 Download the software fromPLDS.

See Downloading software fromPLDS on page 22

3 Verify the downloaded OVA. See Verifying the downloaded OVA onpage 23

4 Download the Avaya Aura®

Call Center Elite Multichannelrelease notes.

See http://www.avaya.com/support

Registering for PLDSProcedure

1. Go to the Avaya Product Licensing and Delivery System (PLDS) Web site at https://plds.avaya.com.The PLDS Web site redirects you to the Avaya single sign-on (SSO) Web page.

2. Log in to SSO with your SSO ID and password.The PLDS registration page is displayed.

3. If you are registering:

• as an Avaya Partner, enter the Partner Link ID. If you do not know your PartnerLink ID, send an e-mail to [email protected].

• as a customer, enter one of the following:

- Company Sold-To


http://www.avaya.com/support

https://plds.avaya.com

https://plds.avaya.com

- Ship-To number

- License authorization code (LAC)

4. Click Submit.Avaya will send you the PLDS access confirmation within one business day.

Downloading software from PLDSAbout this task

Note:You can download product software from http://support.avaya.com also.

Procedure

1. Type http://plds.avaya.com in your Web browser to go to the Avaya PLDSwebsite.

2. Enter your Login ID and password to log on to the PLDS Web site.

3. On the Home page, select Assets.

4. Select View Downloads.

5. Search for the available downloads using one of the following methods:

• By actual download name

• By selecting an application type from the drop-down list

• By download type

• By clicking Search Downloads

6. Click the download icon from the appropriate download.

7. When the system displays the confirmation box, select Click to download yourfile now.

8. If you receive an error message, click on the message, install Active X, and continuewith the download.

9. When the system displays the security warning, click Install.When the installation is complete, PLDS displays the downloads again with acheckmark next to the downloads that are completed successfully.

Initial setup and pre-deployment



http://plds.avaya.com


Verifying the downloaded OVA

Verifying the OVA on a Linux-based computerAbout this taskUse this procedure to verify that the md5 checksum of the downloaded OVA matches the md5checksum that is displayed for the OVA on the PLDS Web site.

Use this procedure if you downloaded OVA to a Linux-based computer.

Procedure

1. Enter md5sum filename, where filename is the name of the OVA. Include the .ovafile extension in the filename.

2. Compare the md5 checksum of the OVA to be used for installation with the md5checksum that is displayed for the OVA on the PLDS Web site.

3. Ensure that both checksums are the same.

4. If the numbers are different, download the OVA again and reverify the md5checksum.

Verifying the OVA on a Windows-based computerAbout this taskUse this procedure to verify that the md5 checksum of the downloaded OVA matches the md5checksum that is displayed for the OVA on the PLDS Web site.

Use this procedure if you downloaded OVA files to a Windows-computer.

Procedure

1. Download a tool to compute md5 checksums from one of the following Web sites:

• http://www.md5summer.org/

• http://zero-sys.net/portal/index.php?kat=70

• http://code.kliu.org/hashcheck/

Verifying the downloaded OVA


http://www.md5summer.org/

http://zero-sys.net/portal/index.php?kat=70

http://code.kliu.org/hashcheck/

Note:Avaya has no control over the content published on these external sites. Use thecontent only as reference.

2. Run the tool on the downloaded OVA and note the md5 checksum.

3. Compare the md5 checksum of the OVA to be used for installation with the md5checksum that is displayed for the OVA on the PLDS Web site.

4. Ensure that both numbers are the same.

5. If the numbers are different, download the OVA again and reverify the md5checksum.

Initial setup and pre-deployment



Chapter 5: Deploying the Elite MultichannelOVA

Deployment checklistUse the following checklist for deploying the Avaya Aura® Call Center Elite Multichannel virtualappliance.

# Action Link/Notes

1 Ensure that Avaya WebLM server isalready configured.

2 Ensure that you have installed andconfigured Avaya Aura®

Communication Manager.

3 Ensure that you have installed andconfigured Application EnablementServices.

4 Ensure that you have installed andconfigured the supported MS SQLServer.

For details see Chapter: Utilities inthe Installing Avaya Aura® CallCenter Elite Multichannel guide.

5 Ensure that you have downloadedthe Avaya Aura® Call Center EliteMultichannel OVA.

6 Deploy the OVA.


Types of EMC deployment and methods to deploy an OpenVirtual Appliance (OVA)

There are two types of EMC deployment:

• Single box solution: In a single box solution, EMC Core and EMC IDS are deployed on asingle VM appliance.

• Two box solution: In a two box solution, you have to deploy EMC Core on one VMappliance and EMC IDS on another VM appliance.

Note:The database must be hosted on a separate system.

You can deploy OVA using one of the following methods:

• Deploying Elite Multichannel Open Virtual Appliance using vSphere on page 26

• Deploying Elite Multichannel Open Virtual Appliance using vCenter on page 30

Deploying Call Center Elite Multichannel OVA usingvSphere client

Before you beginObtain the Call Center Elite Multichannel OVA file from Avaya PLDS. Copy the file to thecomputer where you have installed the vSphere client software or note the URL where theOVA is located.

About this taskUsing the following procedure, you can deploy EMC on a single VM appliance (EMC Core andEMC IDS on the same virtual machine) or in two VM appliance (EMC Core on one virtualmachine and EMC IDS on the other virtual machine). If you are deploying two VM appliancethen, you must first deploy EMC Core Server. You must perform the same procedure to deployEMC IDS Server.

Procedure

1. In the vSphere client, select the host ESX server for deploying the Call Center EliteMultichannel OVA.

2. Select File > Deploy OVF Template.The system displays the Deploy OVF Template window.

Deploying the Elite Multichannel OVA



3. You can use one of the following options to deploy the Call Center Elite MultichannelOVF package (emc-6.3.0-e50-00.ova):

• Click Browse and provide the Call Center Elite Multichannel OVA filelocation.

• If the Call Center Elite Multichannel OVA file is located on an http server, youcan also deploy the OVA on VMware by entering the full URL in the Deployfrom a file or URL field.

4. Click Next.The system displays the OVF Template Details screen.

5. Verify the details about the deployed OVA template, and click Next.The system displays the End User License Agreement screen.

6. Read the license agreement, and click Accept to accept the license agreement.

7. Click Next.The system displays the Name and Location screen.

8. In the Name field, enter the name of the new virtual machine.

9. Click Next.The system displays the Datastore screen.

10. Select a datastore in where you want to store the VM files.

11. Click Next.The system displays the Disk Format screen.

12. Select the format in which you want to store the virtual disks.

13. Click Next.

14. Accept the default disk format to store the virtual machine and virtual disks for CallCenter Elite Multichannel OVA, and click Next.

15. If multiple virtual machine networks are configured on the host where you aredeploying the Call Center Elite Multichannel OVA, the wizard prompts you toassociate networks specified in the OVA with networks available on the host. Forthe single source network, choose a host network by clicking the DestinationNetwork column, and click the entry in the drop-down menu, for example, VMNetwork 2. Click Next. If a single virtual machine network is on the host on whichyou are deploying the Call Center Elite Multichannel OVA, the system does notdisplay the wizard prompt.The system displays the Ready to Complete screen.

16. Verify the deployment settings and click Finish. The system displays the progressof the tasks in the vSphere Client Status panel. The progress of the tasks displaysin a vSphere Client Status panel. For more information about deploying templatesin VMware, see VMWare documentation on deploying an OVE template.

Deploying Call Center Elite Multichannel OVA using vSphere client


HTTP://PUBS.VMWARE.COM/VSPHERE-50/INDEX.JSP?TOPIC=/COM.VMWARE.VSPHERE.VM_ADMIN.DOC_50/GUID-6C847F77-8CB2-4187-BD7F-E7D3D5BD897B.HTML

Related topics:Configuring Call Center Elite Multichannel after deploying the OVA using vSphere onpage 28

Configuring Call Center Elite Multichannel after deploying the OVAusing vSphere

Before you beginDeploy the Call Center Elite Multichannel OVA using vSphere.

About this taskAfter deploying the OVA using vSphere, you must log in to the server and configure the virtualmachine.

Procedure

1. Open the vSphere Client.

2. In the left pane, right-click on the host and select Power > Power On .

3. In the right pane, click the Console tab.Wait for the virtual machine to start. The system displays a screen with the PressCtrl + Alt + DELETE to log on message.

4. In the left pane, right-click the VM machine, and select Guest > Send Ctrl+Alt+del.The system displays two user icons.

5. Click the Administrator icon.

6. Type the Administrator account password.The default password for the Administrator account is EMC123$%.

7. Press Enter.The system displays the Preparing your desktop message. Wait for theWindows Desktop to load. The system displays the Elite Multichannel window.

8. In the Elite Mutichannel –Network Configuration screen, provide the followinginformation:

Parameter Description

Host Name Host Name of the EMC Full, or EMCCore, or EMC IDS Server.

IP Address IP Address of the EMC Full, or EMCCore, or EMC IDS Server.

Subnet Mask Subnet mask of theEMC Full, or EMCCore, or EMC IDS Server.





Default Gateway The default gateway IP address of theEMC Full, or EMC Core, or EMC IDSServer.

DNS The Domain Name Server IP addressof the EMC Full, or EMC Core, or EMCIDS Server.

9. Click Next.The system displays the Date and Time window.

10. Click Change time zone….The system displays the Time Zone Settings window.

11. In the Time Zone Settings window, in the Time zone list, select the required timezone for the virtual machine.

12. Click Ok.

13. Click Change date and time….The system displays the Date and Time Settings window.

14. Set the required date and time for the virtual machine.

15. Click Ok.

16. In the Date and Time window, click Ok.The system displays the Elite Multichannel window.

17. On the Elite Multichannel window, in the Elite Multichannel – EMC Configurationsscreen, set the values for:


Deployment Type EMC Full, or EMC Core, or EMC IDS

AES Server Name/IP

Port Note:

If you add the AES Server Name orIP address, then you must add theAES Port number.

WebLM Server Name/IP

Port Note:

If you add the WebLM Server Nameor IP address, then you must add theWebLM Port number.

18. Click Next.The system displays the Elite Multichannel – Summary screen.

Deploying Call Center Elite Multichannel OVA using vSphere client


19. On the Elite Multichannel window, in the Elite Multichannel – Summary screen,review the information for the Call Center Elite Multichannel deployment.

20. Click Apply.The system displays the Elite Multichannel – Progress screen.

21. When the configuration is successfully applied, click OK.On the Elite Multichannel window, the system displays the following message:Configurations applied. System will reboot now.

22. Click OK.The virtual machine automatically restarts.

Deploying Call Center Elite Multichannel OVA usingvCenter

Before you beginObtain the Call Center Elite Multichannel OVA file from PLDS. Copy the file to the computerwhere you have installed the vSphere client software or note the URL where the OVA islocated.

About this taskUsing the following procedure, you can deploy EMC on a single VM appliance (EMC Core andEMC IDS on the same virtual machine) or in two VM appliance (EMC Core on one virtualmachine and EMC IDS on the other virtual machine). If you are deploying two VM appliancethen, you must first deploy EMC Core Server. You must perform the same procedure to deployEMC IDS Server.

Procedure

1. In the vCenter client, select the host ESX server for deploying theCall Center EliteMultichannel OVA.

2. Select File > Deploy OVF Template .The system displays the Deploy OVF Template window.

3. You can use one of the following options to deploy the Call Center Elite MultichannelOVF package (emc-6.3.0-e50-00.ova):

• Click Browse and provide the Call Center Elite Multichannel OVA filelocation.

• If the Call Center Elite Multichannel OVA file is located on an http server, youcan also deploy the OVA on VMware by entering the full URL in the Deployfrom a file or URL field.




4. Click Next.The system displays the OVF Template Details screen.

5. Verify the details about the deployed OVA template, and click Next.The system displays the End User License Agreement screen.

6. Read the license agreement, and click Accept to accept the license agreement.

7. Click Next.The system displays the Name and Location screen.

8. In the Name field, enter the name of the new virtual machine. In the InventoryLocation: select the Datacenter.

9. Click Next.The system displays the Host/Cluster screen.

10. Select the host IP of the server where you want to deploy the OVA.

11. Click Next.The system displays the Storage screen.

12. Select the storage destination where you want to deploy the OVA.

13. Click Next.The system displays the Disk Format screen.

14. Accept the default disk format to store the virtual machine and virtual disks for CallCenter Elite Multichannel OVA, and click Next.

15. In the Properties screen, provide the following information:

Option Choice description

Deployment Type Select the Deployment type for CallCenter Elite Multichannel. There arethree options available:

• EMC Full

• EMC Core

• EMC IDS

Host Name The host name for EMC Full, EMCCore, or EMC IDS server.

IP Address IP address for the EMC Full, EMC Core,or EMC IDS server.

Subnet Mask Subnet mask for the EMC Full, EMCCore, or EMC IDS server.

Default Gateway Default gateway for the EMC Full, EMCCore, or EMC IDS server.

DNS IP Address The IP address of the Domain NameServer for EMC Full, EMC Core, or EMCIDS server.

Deploying Call Center Elite Multichannel OVA using vCenter


Option Choice description

AES Server Name / IP (Optional) Hostname or IP address of the AESserver

AES TSAPI Port (Optional) Port number of the AES server

WebLM Server Name/IP (Optional) Hostname or IP address of the WebLMserver

WebLM Port (Optional) Port number of the WebLM server

16. Click Next.

17. If multiple virtual machine networks are configured on the host where you aredeploying the Call Center Elite Multichannel OVA, the wizard prompts you toassociate networks specified in the OVA with networks available on the host. Forthe single source network, choose a host network by clicking the DestinationNetwork column, and click the entry in the drop down menu, for example, VMNetwork 2. Click Next. If a single virtual machine network is on the host on whichyou are deploying the Call Center Elite Multichannel OVA, the system does notdisplay the wizard prompt.The system displays the Ready to Complete screen.

18. Verify the deployment settings and click Finish. The system displays the progressof the tasks in the vSphere Client Status panel. For more information aboutdeploying templates in VMware, see VMWare documentation on deploying an OVEtemplate.

Related topics:Configuring Call Center Elite Multichannel after deploying the OVA using vCenter onpage 32

Configuring Call Center Elite Multichannel after deploying the OVAusing vCenter

Before you beginDeploy the Call Center Elite Multichannel OVA using vCenter.

About this taskAfter deploying the OVA using vCenter, you must login to the server and configure the virtualmachine. To configure the virtual machine:

Procedure


2. In the left pane, right-click the host and select Power > Power On .






3. In the right pane, click the Console tab.Wait for the virtual machine to start. The system displays the screen with the PressCtrl + Alt + DELETE to log on message.

4. In the left pane, right-click the VM machine, and select Guest > Send Ctrl+Alt+del.The system displays two user icons.

5. Click the Administrator icon.


7. Press Enter.The system displays Preparing your desktop message. Wait for the WindowsDesktop to load. The system displays the Date and Time window.



10. Click Ok.



13. Click Ok.

14. In the Date and Time window, click Ok.

15. On the Elite Multichannel window, in the Elite Multichannel – Summary screen,review the information for the Call Center Elite Multichannel deployment. You canclick on any of the fields and modify the required values.

Note:

• If you add the AES Server Name or IP address, then you must add the AESPort number.

• If you add the WebLM Server Name or IP address, then you must add theWebLM Port number.

16. Click Apply.The Elite Multichannel – Progress screen is displayed.


18. Click OK.

Deploying Call Center Elite Multichannel OVA using vCenter


The virtual machine will automatically restarts.




Chapter 6: Configuration

Configuring the virtual machine automatic startup settingsWhen a vSphere ESXi host restarts or starts after a power failure, the virtual machines thatare deployed on the host do not start automatically. All virtual machines must be configuredto start automatically when the vSphere ESXi host starts.

In high availability (HA) clusters, the VMware HA software ignores the startup selections.

Before you beginConfirm that you have the proper level of permissions to configure the automatic startupsettings. If you do not have the proper level of permissions, contact your systemadministrator.

Procedure

1. In the vSphere Client inventory, select the host where the virtual machine islocated.

2. Click the Configuration tab.

3. In the Software section, click Virtual Machine Startup/Shutdown.

4. Click Properties in the upper right corner of the screen.

5. In the System Settings section, select Allow virtual machines to start and stopautomatically with the system.

6. In the Manual Startup section, select the virtual machine.

7. Use the Move up button to move the virtual machine under Automatic Startup.

8. Click OK.

ExampleThe following is an example of the Virtual Machine Startup/Shutdown screen.


Configuration



Chapter 7: Post-deployment andverification

Activate Microsoft Windows Server 2008 R2Avaya Aura® Call Center Elite Multichannel OVA is bundled with Microsoft Windows 2008 R2Standard Edition. After deploying the Call Center Elite Multichannel OVA, you must activateMicrosoft Windows Server 2008 R2 Standard Edition. For more information on activatingMicrosoft Windows Server 2008 R2, go to the Microsoft website: http://www.microsoft.com/

Post-deployment verification

Verifying the Call Center Elite Multichannel servicesAbout this taskUsing the following procedure, verify that all the Call Center Elite Multichannel Services areset to Automatic and status is in Started state.

Procedure




4. In the left pane, right-click on the virtual machine, and select Guest > Send Ctrl+Alt+del.The system displays two user icons. Click the Administrator icon.



http://www.microsoft.com/

6. Press Enter.The system displays the Initial Configuration Tasks window. Close or minimize theInitial Configuration Tasks window. The system displays the Server Managerwindow.

7. In the Server Manager window, in the left pane, select Configuration >Services .In the right pane, you will see a list of all available services with their Status (Started/Stopped).

• If you have deployed the EMC Core Server, verify that the following servicesare set to Automatic and status is in the Started state:

- Active Configuration Server

- AS AOL-ICQ Instant Messenger Gateway

- AS Application Management Director

- AS Call Routing Server

Note:By default, the AS Call Routing Server service is disabled. If you wantto use this service then you have to configure AS Call RoutingServer.

- AS Communicator Gateway

- AS Email Media Store

- AS License Director

- AS Media Director

- AS MSN Messenger Gateway

- AS Preview Contact Media Store

- AS Simple Messaging Media Store

- AS SMS Gateway

- AS Task Director

- AS Virtual Agent

- AS Voice Media Store

- AS Web Chat Gateway

- AS XML Server

- AS XMPP Gateway

- Avaya Call Recording Config Service

- Avaya Trace Server

Post-deployment and verification



- Avaya Voice Portal Config Service

• If you have deployed the EMC IDS Server, verify that the following servicesare set to Automatic and status is in the Started state. If the services are notin Started status, then manually start the services.

- AS Interaction Data Server - Multimedia

- AS Interaction Data Server - View

- AS Interaction Data Server - Voice and Presence

• If you have deployed the EMC Full, verify that the following services are set toAutomatic and status is in the Started state. If the services are not in Startedstatus, then manually start the services.

- Active Configuration Server

- AS AOL-ICQ Instant Messenger Gateway

- AS Application Management Director

- AS Call Routing Server

Note:By default, the AS Call Routing Server service is disabled. If you wantto use this service then you have to configure AS Call RoutingServer.

- AS Communicator Gateway

- AS Email Media Store

- AS License Director

- AS Media Director

- AS MSN Messenger Gateway

- AS Preview Contact Media Store

- AS Simple Messaging Media Store

- AS SMS Gateway

- AS Task Director

- AS Virtual Agent

- AS Voice Media Store

- AS Web Chat Gateway

- AS XML Server

- AS XMPP Gateway

- Avaya Call Recording Config Service

Post-deployment verification


- Avaya Trace Server

- Avaya Voice Portal Config Service

- AS Interaction Data Server - Multimedia

- AS Interaction Data Server - View

- AS Interaction Data Server - Voice and Presence

Post-deployment configuration

Creating a Database for ASContactBefore you beginEnsure that the Call Center Elite Multichannel is deployed and all the services are running.

Procedure

1. Open the CC Elite Multichannel Control Panel application.

2. In the left navigation pane, right-click and select Database Management > CreateNew Database > ASContact.

3. In the right pane, in the Database Utility –Database Creation Agent tab, next toDatabase server name, click … to populate the server names in the drop-downlist.

4. From the drop-down list, select SQL Server.

5. In the User name: field, type a user name.

6. In the Password: field, type a password.

7. Click Create.

Creating a Database for ASMSControlBefore you beginEnsure that the Call Center Elite Multichannel is deployed and all the services are running.

About this taskTo create the ASMSControl database:




Procedure


2. In the left navigation pane right-click and select Database Management > CreateNew Database > ASMSControl.

3. In the right pane, in the Database Utility –Database Creation Agent tab, next toDatabase server name, click … to populate the server names in the drop-downlist.

4. From the drop-down list, select SQL Server.

5. In the User name: field, type a user name.

6. In the Password: field, type a password.

7. Click Create.

Configuring Interaction Data Service serverBefore you beginAfter the Interaction Data Service (IDS) server is up, you must configure the IDS system. Formore information, see Administering Avaya Aura® Call Center Elite Multichannel Guide.

About this taskYou must perform the following procedure after configuring the IDS.

Procedure




4. In the left pane, right-click on the virtual machine, and select Guest > Send Ctrl+Alt+del.The system displays two user icons. Click the Administrator icon.


6. Press Enter.The system displays the Initial Configuration Tasks window. Close or minimize theInitial Configuration Tasks window. The system displays the Server Managerwindow.

Post-deployment configuration


7. In the Server Manager window, in the left pane, select Configuration >Services .In the right pane, you will see a list of all available services with their Status (Started/Stopped).

8. Right-click on AS Interaction Data Server - View service, and click Stop.

9. Click Start > Avaya Aura CC Elite Multichannel > Interaction Data Server - View> Open IDS view ASIDSView.ini file.

10. In the ASIDSView.ini file, in the [IDS View Engine] key section, removethe connection string after “=” (equal to) sign.

11. Click File > Save to save the changes made to the ASIDSView.ini file.

12. In the Services window, right-click on AS Interaction Data Server - View service,and select Start.




Chapter 8: Troubleshooting

Troubleshooting the Avaya Aura® Call Center EliteMultichannel deployment

During the deployment of Avaya Aura® Call Center Elite Multichannel using OVA, verify thefollowing in case of errors or configuration failures:

• Call Center Elite Multichannel license data.• AES IP address and Port number.• Network parameters.• Hostname of the server.

Log file for troubleshooting OVA deploymentWhen deploying the OVA, the application creates log file named ConfigureVM.log. The logfile is located at C:\Program Files (x86)\Avaya\Avaya Aura CC EliteMultichannel\Virtualization. This log file contains all the information required fordebugging the OVA deployment.

Verifying the Call Center Elite Multichannel license dataBefore you beginEnsure that the Call Center Elite Multichannel is deployed.

About this taskPerform the following procedure to verify that the Avaya WebLM address is configured in theElite Multichannel License Director.

Procedure


2. In the left navigation pane, select License Director > License Keys and verify thatthe EMC server is receiving the license key from the Avaya WebLM server.


3. If the EMC is not receiving the license, reconfigure the WebLM configuration on theEMC.

a. Click Start > Run.b. In the Run window, type services.msc and press Enter.c. In the Services window, right-click ASLicenseDirector service and select

Stop.d. Click Start > All Programs > Avaya Aura CC Elite Multichannel > Server >

License Director > Edit ASLicenseDirector.ini file.e. In the ASLicenseDirector.ini file verify the URL of the WebLM server and

update the URL as appropriate.f. Click File > Save.g. Close the ASLicenseDirector.ini window.h. In the Services window, right-click ASLicenseDirector service, and select

Start.

Verifying the AES IP address and Port numberBefore you beginEnsure that the Call Center Elite Multichannel is deployed.

About this taskPerform the following procedure to verify that the AES IP address is configured in the TSLIB.inifile.

Procedure

1. Click Start > All Programs > Avaya AE Services > TSAPI Client > EditTSLIB.ini file.

2. Verify the IP address and port number of the AES server. If the IP address isincorrect update the values to the required IP address and port number.

Verifying the network parametersBefore you beginEnsure that the Call Center Elite Multichannel is deployed.

About this taskPerform the following procedure to verify that the Network parameters provided during OVAdeployment are set on the virtual machine.

Troubleshooting



Procedure

1. Log in to the virtual machine.

2. Click Start > Network.

3. In the Network window, on the menu bar, click Network and Sharing Center.4. In the Network and Sharing Center window, in the Connect or disconnectsection,

click Local Area Connection.

5. In the Local Area Connection Status window, click Properties.

6. In the Local Area Connection Properties window, click Internet Protocol Version4 (TCP/IPv4).

7. Click Properties.

8. In the Internet Protocol Version 4 (TCP/IPv4) Properties window, verify the followingparameters, and modify the parameters if required:

• IP address

• Subnet mask

• Default gateway

• Preferred DNS server

• Alternate DNS server

9. Click Apply.

10. Click OK.

Verifying the Host name of the serverBefore you beginEnsure that the Call Center Elite Multichannel is deployed.

About this taskPerform the following procedure to verify that the Hostname provided during the deploymentof OVA is set on the virtual machine.

Procedure

1. Log in to the virtual machine.

2. Click Start.

3. Right-click the Computer icon, and select Properties.

4. In the System window, in the Computer name, domain, and workgroupsettings section, verify that the computer name matches with the host name that

Troubleshooting the Avaya Aura® Call Center Elite Multichannel deployment


you provided during configuring or deployment of OVA. If the host name does notmatch the host name that was provided when configuring the OVA, modify thecomputer name.

a. Click Change settings.b. In the System Properties window, click Change….c. In the Computer Name/Domain Changes window, in the Computer name field,

modify the name with the host name that was provided when configuring theOVA.

d. Click Apply.e. Click OK.f. Click OK.

Changing the Hostname in the virtual machine

About this taskThis section provides information on reconfiguring the virtual machine. You must reconfigurethe virtual machine if the Hostname of the virtual machine does not match with the Hostnameof the EMC Core or EMC IDS Server.

Procedure

1. Stop all the EMC services.

• For EMC Core, stop all the EMC Core services.

• For EMC IDS, stop the three IDS services.

2. Go to C:\Program Files (x86)\Avaya\Avaya Aura CC EliteMultichannel\Virtualization.

3. Double-click ConfigureVM.exe.

4. In the Elite Mutichannel –Network Configuration screen, provide the followinginformation:


Host Name Host Name of the EMC Full, or EMCCore, or EMC IDS Server.

IP Address IP Address of the EMC Full, or EMCCore, or EMC IDS Server.

Subnet Mask Subnet mask of theEMC Full, or EMCCore, or EMC IDS Server.

Default Gateway The default gateway IP address of theEMC Full, or EMC Core, or EMC IDSServer.

Troubleshooting




DNS The Domain Name Server IP addressof the EMC Full, or EMC Core, or EMCIDS Server.

5. Click Next.The system displays the Date and Time window.



8. Click Ok.



11. Click Ok.

12. In the Date and Time window, click Ok.The system displays the Elite Multichannel window.

13. On the Elite Multichannel window, in the Elite Multichannel – EMC Configurationsscreen, set the values for:


Deployment Type EMC Full, or EMC Core, or EMC IDS

AES Server Name/IP

Port Note:

If you add the AES Server Name orIP address, then you must add theAES Port number.

WebLM Server Name/IP

Port Note:

If you add the WebLM Server Nameor IP address, then you must add theWebLM Port number.

14. Click Next.The system displays the Elite Multichannel – Summary screen.

15. On the Elite Multichannel window, in the Elite Multichannel – Summary screen,review the information for the Call Center Elite Multichannel deployment.

16. Click Apply.

Troubleshooting the Avaya Aura® Call Center Elite Multichannel deployment


The system displays the Elite Multichannel – Progress screen.


18. Click OK.The virtual machine automatically restarts.

Troubleshooting



Chapter 9: Maintenance

Taking a backup of the EMC .ini filesAbout this taskUsing this procedure, you can create a backup folder that contains the backup of the followingfiles:

• All the .ini files• TSLIB.ini file• web.config file• CA Certificate if the system contains CA Certificate.

Note:The BackupRestore.exe application will not take a backup of the database and emailarchives.

Procedure

1. Go to C:\Program Files (x86)\Avaya\Avaya Aura CC EliteMultichannel\Virtualization folder.

2. Double-click the BackupRestore.exe file.

3. In the Elite Multichannel window, in Elite Multichannel - Install Selection screen,select Backup.

4. Click Next.The system displays the Elite Multichannel – Progress screen.

5. When the backup is complete, click OK.All the .ini, TSLIB.ini, web.config, and CA Certificate files are backed up in a backupfolder at the same location where the BackupRestore.exe application islocated.


Maintenance



Glossary

AFS Authentication File System. AFS is an Avaya Web system that allowsyou to create Authentication Files for secure Avaya Global Serviceslogins for supported non-Communication Manager Systems.

Application A software solution development by Avaya that includes a guestoperating system.

Avaya Appliance A physical server sold by Avaya running a VMware hypervisor that hasseveral virtual machines, each with its virtualized applications. Theservers can be staged with the operating system and applicationsoftware already installed. Some of the servers are sold as just the serverwith DVD or software downloads.

Blade A blade server is a stripped-down server computer with a modular designoptimized to minimize the use of physical space and energy. Althoughmany components are removed from blade servers to save space,minimize power consumption and other considerations, the blade stillhas all of the functional components to be considered a computer.

ESXi A virtualization layer that runs directly on the server hardware. Alsoknown as a bare-metal hypervisor. Provides processor, memory,storage, and networking resources on multiple virtual machines.

Hypervisor A hypervisor is also known as a Virtual Machine Manager (VMM). Ahypervisor is a hardware virtualization technique which runs multipleoperating systems on the same shared physical server.

MAC Media Access Control address. A unique identifier assigned to networkinterfaces for communication on the physical network segment.

OVA Open Virtualization Appliance. An OVA contains the virtual machinedescription, disk images, and a manifest zipped into a single file. TheOVA follows the Distributed Management Task Force (DMTF)specification.

PLDS Product Licensing and Download System. The Avaya PLDS providesproduct licensing and electronic software download distribution.

Reservation A reservation is the amount of physical RAM, CPU cycles, or memorythat are reserved for a virtual machine.

RFA Remote Feature Activation. RFA is an Avaya Web system that you useto create Avaya License Files. These files are used to activate softwareincluding features, capacities, releases, and offer categories. RFA also


creates Authentication Files for secure Avaya Global Services logins forCommunication Manager Systems.

SAN Storage Area Network. A SAN is a dedicated network that providesaccess to consolidated data storage. SANs are primarily used to makestorage devices, such as disk arrays, accessible to servers so that thedevices appear as locally attached devices to the operating system.

Snapshot Capture a virtual appliance configuration in time. Creating a snapshotcan affect service. Some Avaya virtual appliances have limitations andothers have specific instructions for creating snapshots.

Storage vMotion A VMware feature that migrates virtual machine disk files from one datastorage location to another with limited impact to end users.

vCenter An administrative interface from VMware for the entire virtualinfrastructure or data center, including VMs, ESXi hosts, deploymentprofiles, distributed virtual networking, and hardware monitoring.

virtual appliance A virtual appliance is a single software application bundled with anoperating system.

VM Virtual Machine. Replica of a physical server from an operationalperspective. A VM is a software implementation of a machine (forexample, a computer) that executes programs similar to a physicalmachine.

vMotion A VMware feature that migrates a running virtual machine from onephysical server to another with minimal downtime or impact to end users.vMotion cannot be used to move virtual machines from one data centerto another.

HA High Availability. A VMware feature for supporting virtual applicationfailover by migrating the application from one ESXi host to another. Sincethe entire host fails over, several applications or virtual machines can beinvolved. The failover is a reboot recovery level which can take severalminutes.

vSphere Client The vSphere Client is a downloadable interface for administeringvCenter Server and ESXi.

SAN



Index

A

activate Microsoft Windows ........................................37ASContact .................................................................. 40ASMSControl ..............................................................40automatic restart .........................................................35

virtual machine .....................................................35

B

backup ........................................................................49

C

changing .....................................................................46hostname ............................................................. 46

checklist ................................................................ 15, 25deployment procedures ....................................... 25planning procedures ............................................ 15

components ................................................................12VMware ................................................................12

configuration data .......................................................16customer .............................................................. 16

configuring ............................................................ 35, 41Interaction Data Service .......................................41VM automatic restart ............................................35

configuring the deployed OVA .............................. 28, 32using vCenter .......................................................32using vSphere ......................................................28

creating a database ....................................................40creating the database .................................................40customer configuration data ....................................... 16

D

deploying EMC OVA .............................................26, 30using vCenter .......................................................30

deployment guidelines ................................................13deployment procedures ..............................................25

checklist ............................................................... 25downloading software .................................................22

G

guidelines ................................................................... 13deployment .......................................................... 13

H

host name ...................................................................45

I

IDS ............................................................................. 41ini files ........................................................................ 49

TSLIB.ini .............................................................. 49web.config ..................................................... 49

CA Certificate ..........................................49intended audience ........................................................7

L

log files ....................................................................... 43

N

network parameters ....................................................44

O

OVA ............................................................................23verifying on Linux-based computer ......................23verifying on Windows-based computer ................23

overview ..................................................................... 11

P

planning procedures ...................................................15checklist ............................................................... 15

PLDS .................................................................... 21, 22downloading software .......................................... 22

pre-deployment .......................................................... 21checklist ............................................................... 21

purpose ........................................................................ 7

R

registering ...................................................................21related documentation ..................................................7requirements .........................................................18, 19


software ............................................................... 19vMachine resources .............................................18

resource requirements ............................................... 18resources ....................................................................15

server ...................................................................15

S

server hardware and resources ..................................15software requirements ................................................19support ......................................................................... 9

contact ................................................................... 9supported versions ..................................................... 19

VMware ................................................................19

T

training ......................................................................... 8troubleshoot ................................................................43

deployment .......................................................... 43

types of OVA deployment ...........................................26

U

using vSphere ............................................................ 26

V

verfy the AES IP address and port number ................44verify ..................................................................... 44, 45verify services .............................................................37verifying the license data ............................................43videos ...........................................................................9virtual machine ........................................................... 35

automatic restart .................................................. 35vMachine resource requirements ............................... 18VMware software ........................................................19

supported .............................................................19

54 Deploying CC Elite Multichannel in an Avaya Customer Experience Virtualized Environment October 2013

ccem 6.3 deploying in virtualized environment oct2013

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