Avaya Operational Analyst Release 7.2 Installation and Configuration

314 Pages·2009·6.86 MB·English

Avaya Operational Analyst
Release 7.2
Installation and Configuration
May 2009
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Contents
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Reasons for reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Preparing for installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Software on the Avaya OA DVD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Server applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Client applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Data collection applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Third-party applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Path definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Windows path definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Solaris path definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
AIX path definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Security for Unix platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Preinstallation checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Subsystem and client software installation considerations . . . . . . . . . . . . . . . 21
Avaya OA installation examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Installing Avaya OA components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Security for Unix platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Installation checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Before you begin the installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Installing Avaya OA components on a Windows platform . . . . . . . . . . . . . . . . 27
Installing Avaya OA components on a Solaris platform . . . . . . . . . . . . . . . . . 47
Installing Avaya OA components on an AIX platform. . . . . . . . . . . . . . . . . . . 67
Installing Avaya OA components on a CMS server . . . . . . . . . . . . . . . . . . . . 88
Installing the Avaya OA components . . . . . . . . . . . . . . . . . . . . . . . . . 89
Configuring time zone offsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Using Avaya OA 7.2 on CMS R14. . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Installing and testing the Report client. . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Installing the Report client support files. . . . . . . . . . . . . . . . . . . . . . . . 98
Running a test report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Completing the installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Setting up remote access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Configuring the NumDSWorkerThreads parameter on the Report servers . . . . . 104
Configuring the SMPOptLevel parameter on the TimesTen server . . . . . . . . . 105
OA Release 7.2 Installation and Configuration May 2009 3
Contents
Configuring Cognos for multibyte language support. . . . . . . . . . . . . . . . . 106
Configuring JDK path in Sun Web Server . . . . . . . . . . . . . . . . . . . . . . . 107
Configuring Avaya OA subsystems and event collectors . . . . . . . . . . . . . . . . . . 109
Administration client options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Customizing the Administration client. . . . . . . . . . . . . . . . . . . . . . . . . 110
Setting the archive time zone definition . . . . . . . . . . . . . . . . . . . . . . . . 113
Starting the Avaya OA Administration client . . . . . . . . . . . . . . . . . . . . . . . 113
Adding a Real-time subsystem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Adding an Avaya IC Source subsystem . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Adding a CMS subsystem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Adding an ACD Source subsystem . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Adding a Report subsystem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Administering the Source-EC (Event Collector) server. . . . . . . . . . . . . . . . . . 125
Determining Real-time System ID and Data Manager Host . . . . . . . . . . . . . . 126
Administering the Event Collector server . . . . . . . . . . . . . . . . . . . . . . . 127
Administering the Source-EC Bridge (Event Collector Bridge) . . . . . . . . . . . . . 134
Completing initial administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Configuring SSL for OA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Configuring SSL for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Configuring SSL for Solaris. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Configuring SSL for AIX. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Making changes to installed Avaya OA components . . . . . . . . . . . . . . . . . . . . . 149
Preparation checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Stopping or starting processes and services before making changes . . . . . . . . . 151
Adding Avaya OA components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
License key considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Interactions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Adding Avaya OA components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Completing an addition to Avaya OA. . . . . . . . . . . . . . . . . . . . . . . . . . 175
Repairing Avaya OA components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Considerations when doing a repair . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Repairing Avaya OA components . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Completing a repair to Avaya OA software . . . . . . . . . . . . . . . . . . . . . . 200
Moving subsystems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
General guidelines. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Example of moving subsystems . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
Moving the Real-time subsystem. . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
4 OA Release 7.2 Installation and Configuration May 2009
Contents
Moving the Event Collector subsystem . . . . . . . . . . . . . . . . . . . . . . . . 218
Moving the Event Collector Bridge subsystem . . . . . . . . . . . . . . . . . . . . 218
Moving CMS and ACD subsystems . . . . . . . . . . . . . . . . . . . . . . . . . . 219
Moving the Report subsystem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Changing subsystem attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
Example for changing a domain name. . . . . . . . . . . . . . . . . . . . . . . . . 223
Changing the Historical subsystem machine name or IP address. . . . . . . . . . 224
Changing the naming service port number . . . . . . . . . . . . . . . . . . . . . . 229
Removing Avaya OA components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Considerations when removing OA components . . . . . . . . . . . . . . . . . . . 233
Removing Avaya OA components on Windows. . . . . . . . . . . . . . . . . . . . 233
Removing Avaya OA software on Solaris . . . . . . . . . . . . . . . . . . . . . . . 239
Removing Avaya OA software on AIX . . . . . . . . . . . . . . . . . . . . . . . . . 248
Troubleshooting an installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Incorrect OS and database installation. . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Diagnosing installation problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Installation failure after changing the domain name . . . . . . . . . . . . . . . . . . . 258
Processes not running . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Data not transferred or collected. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Missing files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Subsystems not installed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Report client installation fails to work . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
Unable to install Report client files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
Report access failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
Administration client authorization failures . . . . . . . . . . . . . . . . . . . . . . . . 261
Password changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Display problems with AIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Corruption in AIX terminal windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Domain controller loses connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
Microsoft SQL Server 2000 installation troubleshooting . . . . . . . . . . . . . . . . . 263
Port number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Microsoft SQL server services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Memory usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Appendix A: Port assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
Guidelines for assigning ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
Allowable values. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
OA Release 7.2 Installation and Configuration May 2009 5
Contents
Multiple server instances . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Automatic settings for Avaya IC core servers. . . . . . . . . . . . . . . . . . . . . 266
Primary and secondary Avaya IC servers . . . . . . . . . . . . . . . . . . . . . . . 266
Port verification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
Changing default port assignments . . . . . . . . . . . . . . . . . . . . . . . . . . 267
Ports used by Avaya OA components . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
Ports used by Avaya IC servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
Ports used for Business Advocate. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Ports used for Siebel Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Ports used for third party servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Ports used for connections between Avaya OA and CMS . . . . . . . . . . . . . . . . 275
Inbound ports required for a CMS host . . . . . . . . . . . . . . . . . . . . . . . . 275
Outbound ports required for a CMS host . . . . . . . . . . . . . . . . . . . . . . . 276
Inbound ports required for an OA host . . . . . . . . . . . . . . . . . . . . . . . . 276
Outbound ports required for an OA host . . . . . . . . . . . . . . . . . . . . . . . 276
Formulas for port usage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Port usage example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Ephemeral ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Limits implied by the ephemeral port range. . . . . . . . . . . . . . . . . . . . . . 280
Traditional configuration of the ephemeral port range . . . . . . . . . . . . . . . . 281
Firewalling the ephemeral port range . . . . . . . . . . . . . . . . . . . . . . . . . 281
Changing the ephemeral port range . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Appendix B: Changing the Cognos installation. . . . . . . . . . . . . . . . . . . . . . . . 285
Prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
Changing the Cognos installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
Appendix C: Remote installation of CMS data collection software . . . . . . . . . . . . . 299
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311
6 OA Release 7.2 Installation and Configuration May 2009
Preface
Avaya Operational Analyst Release 7.2 Installation and Configuration describes the Avaya
Operational Analyst (OA) installation and configuration procedures. These procedures are valid
for Avaya OA 7.2 and any subsequent 7.2.x releases until this document is reissued.
This section includes the following topics:
● Purpose on page 7
● Audience on page 7
● Reasons for reissue on page 7
● Related documents on page 8
Purpose
The purpose for this guide is to provide detailed instructions for installing and upgrading
Operational Analyst.
Audience
This information is intended for Avaya Global Services personnel, business partners, and
customers who install their own Avaya OA software.
Reasons for reissue
Release 7.2 of Operational Analyst includes the following enhancements and new functionality:
● Aux Reason codes
● Agent availability by channel
● Optional database management
● Flexible JRE support for Report Client

OA Release 7.2 Installation and Configuration May 2009 7
Preface
● Support for new Operating Systems
Related documents
The following table lists all of the Avaya OA information, both documents and online help
systems:
● Avaya Operational Analyst 7.2 What’s New in Operational Analyst
● Avaya Operational Analyst Release 7.2 Installation Planning and Prerequisites
● Avaya Operational Analyst Release 7.2 Installation and Configuration
● Avaya Operational Analyst Release 7.2 Maintenance and Troubleshooting
● Avaya Operational Analyst Release 7.2 Reports Reference
● Avaya Operational Analyst 7.2 Data API Utility
● Avaya Operational Analyst 7.2 Administration Client Online Help
● Avaya Operational Analyst 7.2 Basic Reports Online Help
The following table lists Avaya IC information that may be helpful:
● Avaya Interaction Center Release 7.2 Installation Planning and Prerequisites
● Avaya Interaction Center Release 7.2 Installation and Configuration
● Avaya Interaction Center 7.2 Business Advocate Configuration and Administration
The Release.pdf file contains the latest notes about installation of Avaya OA components.
Avaya recommends that you read these notes before installation.
After installation, you can view the release notes at:
● %PABASE%\doc\Release.pdf (Windows)
● $PABASE/doc/Release.pdf (Solaris and AIX)
The default installation directories that represent %PABASE% and $PABASE are:
● c:\Program Files\Avaya\BI (Windows)
● /export/home/biadmin/BI (Solaris)
● /home/biadmin/BI (AIX)
The database operations explained in this document require the services of either a qualified
database administrator or a systems integrator who possesses in-depth knowledge of database
fundamentals and of the operating system. Some suggested reference materials include:
● For Oracle databases:

8 OA Release 7.2 Installation and Configuration May 2009
Related documents
- The Legato Storage Manager administrator guide
- Oracle 10g Installation Guide for Microsoft Windows
- Oracle 10g Client Installation Guide for Microsoft Windows
- Oracle 10g Installation Guide for Solaris Operating System (SPARC 64-Bit)
- Oracle 10g Client Installation Guide for Solaris Operating System (SPARC 64-Bit)
- Oracle 10g Administrator's Guide
- Oracle 11g Installation Guide for Microsoft Windows
- Oracle 11g Client Installation Guide for Microsoft Windows
- Oracle 11g Installation Guide for Solaris Operating System (SPARC 64-Bit)
- Oracle 11g Client Installation Guide for Solaris Operating System (SPARC 64-Bit)
- Oracle 11g Administrator's Guide
● For Microsoft SQL databases:
- Microsoft SQL Server 2005 Books Online
- Microsoft database documentation
● For DB2 databases, the DB2 documentation, which is available online after you install the
database software.
● For TimesTen databases, the TimesTen documentation, which is available online after you
install the Real-time subsystem. The documentation is copied to the following location:
- %PABASE%\doc\TimesTen (Windows)
- $PABASE/doc/TimesTen (Solaris and AIX)
For detailed information about how to install operating system software, refer to the
documentation that accompanies the operating system software.

OA Release 7.2 Installation and Configuration May 2009 9
Preface

10 OA Release 7.2 Installation and Configuration May 2009