Deploying Powered by Avaya IP Office (Virtualized) for ... · authorized Avaya Channel Partner...

Deploying Powered by Avaya IP Office(Virtualized) for Business Partners

Release 3.0.4Issue 6

December 2019

© 2014-2019, Avaya Inc.All Rights Reserved.

NoticeWhile reasonable efforts have been made to ensure that theinformation in this document is complete and accurate at the time ofprinting, Avaya assumes no liability for any errors. Avaya reservesthe right to make changes and corrections to the information in thisdocument without the obligation to notify any person or organizationof such changes.Documentation disclaimer“Documentation” means information published in varying mediumswhich may include product information, operating instructions andperformance specifications that are generally made available to usersof products. Documentation does not include marketing materials.Avaya shall not be responsible for any modifications, additions, ordeletions to the original published version of Documentation unlesssuch modifications, additions, or deletions were performed by or onthe express behalf of Avaya. End User agrees to indemnify and holdharmless Avaya, Avaya's agents, servants and employees against allclaims, lawsuits, demands and judgments arising out of, or inconnection with, subsequent modifications, additions or deletions tothis documentation, to the extent made by End User.Link disclaimerAvaya is not responsible for the contents or reliability of any linkedwebsites referenced within this site or Documentation provided byAvaya. Avaya is not responsible for the accuracy of any information,statement or content provided on these sites and does notnecessarily endorse the products, services, or information describedor offered within them. Avaya does not guarantee that these links willwork all the time and has no control over the availability of the linkedpages.WarrantyAvaya provides a limited warranty on Avaya hardware and software.Refer to your sales agreement to establish the terms of the limitedwarranty. In addition, Avaya’s standard warranty language, as well asinformation regarding support for this product while under warranty isavailable to Avaya customers and other parties through the AvayaSupport website: https://support.avaya.com/helpcenter/getGenericDetails?detailId=C20091120112456651010 under the link“Warranty & Product Lifecycle” or such successor site as designatedby Avaya. Please note that if You acquired the product(s) from anauthorized Avaya Channel Partner outside of the United States andCanada, the warranty is provided to You by said Avaya ChannelPartner and not by Avaya.“Hosted Service” means an Avaya hosted service subscription thatYou acquire from either Avaya or an authorized Avaya ChannelPartner (as applicable) and which is described further in Hosted SASor other service description documentation regarding the applicablehosted service. If You purchase a Hosted Service subscription, theforegoing limited warranty may not apply but You may be entitled tosupport services in connection with the Hosted Service as describedfurther in your service description documents for the applicableHosted Service. Contact Avaya or Avaya Channel Partner (asapplicable) for more information.Hosted ServiceTHE FOLLOWING APPLIES ONLY IF YOU PURCHASE AN AVAYAHOSTED SERVICE SUBSCRIPTION FROM AVAYA OR AN AVAYACHANNEL PARTNER (AS APPLICABLE), THE TERMS OF USEFOR HOSTED SERVICES ARE AVAILABLE ON THE AVAYAWEBSITE, HTTPS://SUPPORT.AVAYA.COM/LICENSEINFO UNDERTHE LINK “Avaya Terms of Use for Hosted Services” OR SUCHSUCCESSOR SITE AS DESIGNATED BY AVAYA, AND AREAPPLICABLE TO ANYONE WHO ACCESSES OR USES THEHOSTED SERVICE. BY ACCESSING OR USING THE HOSTEDSERVICE, OR AUTHORIZING OTHERS TO DO SO, YOU, ONBEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU AREDOING SO (HEREINAFTER REFERRED TO INTERCHANGEABLYAS “YOU” AND “END USER”), AGREE TO THE TERMS OF USE. IFYOU ARE ACCEPTING THE TERMS OF USE ON BEHALF ACOMPANY OR OTHER LEGAL ENTITY, YOU REPRESENT THATYOU HAVE THE AUTHORITY TO BIND SUCH ENTITY TO THESETERMS OF USE. IF YOU DO NOT HAVE SUCH AUTHORITY, OR IF

YOU DO NOT WISH TO ACCEPT THESE TERMS OF USE, YOUMUST NOT ACCESS OR USE THE HOSTED SERVICE ORAUTHORIZE ANYONE TO ACCESS OR USE THE HOSTEDSERVICE.LicensesTHE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYAWEBSITE, HTTPS://SUPPORT.AVAYA.COM/LICENSEINFO,UNDER THE LINK “AVAYA SOFTWARE LICENSE TERMS (AvayaProducts)” OR SUCH SUCCESSOR SITE AS DESIGNATED BYAVAYA, ARE APPLICABLE TO ANYONE WHO DOWNLOADS,USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASEDFROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AVAYACHANNEL PARTNER (AS APPLICABLE) UNDER A COMMERCIALAGREEMENT WITH AVAYA OR AN AVAYA CHANNEL PARTNER.UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING,AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWAREWAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYAAFFILIATE OR AN AVAYA CHANNEL PARTNER; AVAYARESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOUAND ANYONE ELSE USING OR SELLING THE SOFTWAREWITHOUT A LICENSE. BY INSTALLING, DOWNLOADING ORUSING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO,YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOMYOU ARE INSTALLING, DOWNLOADING OR USING THESOFTWARE (HEREINAFTER REFERRED TOINTERCHANGEABLY AS “YOU” AND “END USER”), AGREE TOTHESE TERMS AND CONDITIONS AND CREATE A BINDINGCONTRACT BETWEEN YOU AND AVAYA INC. OR THEAPPLICABLE AVAYA AFFILIATE (“AVAYA”).Avaya grants You a license within the scope of the license typesdescribed below, with the exception of Heritage Nortel Software, forwhich the scope of the license is detailed below. Where the orderdocumentation does not expressly identify a license type, theapplicable license will be a Designated System License as set forthbelow in the Designated System(s) License (DS) section asapplicable. The applicable number of licenses and units of capacityfor which the license is granted will be one (1), unless a differentnumber of licenses or units of capacity is specified in thedocumentation or other materials available to You. “Software” meanscomputer programs in object code, provided by Avaya or an AvayaChannel Partner, whether as stand-alone products, pre-installed onhardware products, and any upgrades, updates, patches, bug fixes,or modified versions thereto. “Designated Processor” means a singlestand-alone computing device. “Server” means a set of DesignatedProcessors that hosts (physically or virtually) a software applicationto be accessed by multiple users. “Instance” means a single copy ofthe Software executing at a particular time: (i) on one physicalmachine; or (ii) on one deployed software virtual machine (“VM”) orsimilar deployment.License type(s)Designated System(s) License (DS). End User may install and useeach copy or an Instance of the Software only: 1) on a number ofDesignated Processors up to the number indicated in the order; or 2)up to the number of Instances of the Software as indicated in theorder, Documentation, or as authorized by Avaya in writing. Avayamay require the Designated Processor(s) to be identified in the orderby type, serial number, feature key, Instance, location or otherspecific designation, or to be provided by End User to Avaya throughelectronic means established by Avaya specifically for this purpose.Concurrent User License (CU). End User may install and use theSoftware on multiple Designated Processors or one or more Servers,so long as only the licensed number of Units are accessing and usingthe Software at any given time. A “Unit” means the unit on whichAvaya, at its sole discretion, bases the pricing of its licenses and canbe, without limitation, an agent, port or user, an e-mail or voice mailaccount in the name of a person or corporate function (e.g.,webmaster or helpdesk), or a directory entry in the administrativedatabase utilized by the Software that permits one user to interfacewith the Software. Units may be linked to a specific, identified Serveror an Instance of the Software.Named User License (NU). You may: (i) install and use each copy orInstance of the Software on a single Designated Processor or Serverper authorized Named User (defined below); or (ii) install and useeach copy or Instance of the Software on a Server so long as onlyauthorized Named Users access and use the Software. “Named

https://support.avaya.com/helpcenter/getGenericDetails?detailId=C20091120112456651010

https://support.avaya.com/helpcenter/getGenericDetails?detailId=C20091120112456651010

https://support.avaya.com/LicenseInfo


User”, means a user or device that has been expressly authorized byAvaya to access and use the Software. At Avaya’s sole discretion, a“Named User” may be, without limitation, designated by name,corporate function (e.g., webmaster or helpdesk), an e-mail or voicemail account in the name of a person or corporate function, or adirectory entry in the administrative database utilized by the Softwarethat permits one user to interface with the Software.Shrinkwrap License (SR). You may install and use the Software inaccordance with the terms and conditions of the applicable licenseagreements, such as “shrinkwrap” or “clickthrough” licenseaccompanying or applicable to the Software (“Shrinkwrap License”).Heritage Nortel Software“Heritage Nortel Software” means the software that was acquired byAvaya as part of its purchase of the Nortel Enterprise SolutionsBusiness in December 2009. The Heritage Nortel Software is thesoftware contained within the list of Heritage Nortel Products locatedat https://support.avaya.com/LicenseInfo under the link “HeritageNortel Products” or such successor site as designated by Avaya. ForHeritage Nortel Software, Avaya grants Customer a license to useHeritage Nortel Software provided hereunder solely to the extent ofthe authorized activation or authorized usage level, solely for thepurpose specified in the Documentation, and solely as embedded in,for execution on, or for communication with Avaya equipment.Charges for Heritage Nortel Software may be based on extent ofactivation or use authorized as specified in an order or invoice.CopyrightExcept where expressly stated otherwise, no use should be made ofmaterials on this site, the Documentation, Software, Hosted Service,or hardware provided by Avaya. All content on this site, thedocumentation, Hosted Service, and the product provided by Avayaincluding the selection, arrangement and design of the content isowned either by Avaya or its licensors and is protected by copyrightand other intellectual property laws including the sui generis rightsrelating to the protection of databases. You may not modify, copy,reproduce, republish, upload, post, transmit or distribute in any wayany content, in whole or in part, including any code and softwareunless expressly authorized by Avaya. Unauthorized reproduction,transmission, dissemination, storage, and or use without the expresswritten consent of Avaya can be a criminal, as well as a civil offenseunder the applicable law.VirtualizationThe following applies if the product is deployed on a virtual machine.Each product has its own ordering code and license types. Unlessotherwise stated, each Instance of a product must be separatelylicensed and ordered. For example, if the end user customer orAvaya Channel Partner would like to install two Instances of thesame type of products, then two products of that type must beordered.Third Party Components“Third Party Components” mean certain software programs orportions thereof included in the Software or Hosted Service maycontain software (including open source software) distributed underthird party agreements (“Third Party Components”), which containterms regarding the rights to use certain portions of the Software(“Third Party Terms”). As required, information regarding distributedLinux OS source code (for those products that have distributed LinuxOS source code) and identifying the copyright holders of the ThirdParty Components and the Third Party Terms that apply is availablein the products, Documentation or on Avaya’s website at: https://support.avaya.com/Copyright or such successor site as designatedby Avaya. The open source software license terms provided as ThirdParty Terms are consistent with the license rights granted in theseSoftware License Terms, and may contain additional rights benefitingYou, such as modification and distribution of the open sourcesoftware. The Third Party Terms shall take precedence over theseSoftware License Terms, solely with respect to the applicable ThirdParty Components to the extent that these Software License Termsimpose greater restrictions on You than the applicable Third PartyTerms.The following applies only if the H.264 (AVC) codec is distributed withthe product. THIS PRODUCT IS LICENSED UNDER THE AVCPATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF ACONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE

REMUNERATION TO (i) ENCODE VIDEO IN COMPLIANCE WITHTHE AVC STANDARD (“AVC VIDEO”) AND/OR (ii) DECODE AVCVIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN APERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEOPROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE ISGRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE.ADDITIONAL INFORMATION MAY BE OBTAINED FROM MPEG LA,L.L.C. SEE HTTP://WWW.MPEGLA.COM.Service ProviderTHE FOLLOWING APPLIES TO AVAYA CHANNEL PARTNER’SHOSTING OF AVAYA PRODUCTS OR SERVICES. THE PRODUCTOR HOSTED SERVICE MAY USE THIRD PARTY COMPONENTSSUBJECT TO THIRD PARTY TERMS AND REQUIRE A SERVICEPROVIDER TO BE INDEPENDENTLY LICENSED DIRECTLY FROMTHE THIRD PARTY SUPPLIER. AN AVAYA CHANNEL PARTNER’SHOSTING OF AVAYA PRODUCTS MUST BE AUTHORIZED INWRITING BY AVAYA AND IF THOSE HOSTED PRODUCTS USEOR EMBED CERTAIN THIRD PARTY SOFTWARE, INCLUDINGBUT NOT LIMITED TO MICROSOFT SOFTWARE OR CODECS,THE AVAYA CHANNEL PARTNER IS REQUIRED TOINDEPENDENTLY OBTAIN ANY APPLICABLE LICENSEAGREEMENTS, AT THE AVAYA CHANNEL PARTNER’S EXPENSE,DIRECTLY FROM THE APPLICABLE THIRD PARTY SUPPLIER.WITH RESPECT TO CODECS, IF THE AVAYA CHANNELPARTNER IS HOSTING ANY PRODUCTS THAT USE OR EMBEDTHE H.264 CODEC OR H.265 CODEC, THE AVAYA CHANNELPARTNER ACKNOWLEDGES AND AGREES THE AVAYACHANNEL PARTNER IS RESPONSIBLE FOR ANY AND ALLRELATED FEES AND/OR ROYALTIES. THE H.264 (AVC) CODECIS LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSEFOR THE PERSONAL USE OF A CONSUMER OR OTHER USESIN WHICH IT DOES NOT RECEIVE REMUNERATION TO: (I)ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD(“AVC VIDEO”) AND/OR (II) DECODE AVC VIDEO THAT WASENCODED BY A CONSUMER ENGAGED IN A PERSONALACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDERLICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTEDOR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONALINFORMATION FOR H.264 (AVC) AND H.265 (HEVC) CODECSMAY BE OBTAINED FROM MPEG LA, L.L.C. SEE HTTP://WWW.MPEGLA.COM.Compliance with LawsYou acknowledge and agree that it is Your responsibility forcomplying with any applicable laws and regulations, including, but notlimited to laws and regulations related to call recording, data privacy,intellectual property, trade secret, fraud, and music performancerights, in the country or territory where the Avaya product is used.Preventing Toll Fraud“Toll Fraud” is the unauthorized use of your telecommunicationssystem by an unauthorized party (for example, a person who is not acorporate employee, agent, subcontractor, or is not working on yourcompany's behalf). Be aware that there can be a risk of Toll Fraudassociated with your system and that, if Toll Fraud occurs, it canresult in substantial additional charges for your telecommunicationsservices.Avaya Toll Fraud interventionIf You suspect that You are being victimized by Toll Fraud and Youneed technical assistance or support, call Technical Service CenterToll Fraud Intervention Hotline at +1-800-643-2353 for the UnitedStates and Canada. For additional support telephone numbers, seethe Avaya Support website: https://support.avaya.com or suchsuccessor site as designated by Avaya.Security VulnerabilitiesInformation about Avaya’s security support policies can be found inthe Security Policies and Support section of https://support.avaya.com/security.Suspected Avaya product security vulnerabilities are handled per theAvaya Product Security Support Flow (https://support.avaya.com/css/P8/documents/100161515).


https://support.avaya.com/Copyright

https://support.avaya.com/Copyright

HTTP://WWW.MPEGLA.COM



https://support.avaya.com

https://support.avaya.com/security

https://support.avaya.com/security

https://support.avaya.com/css/P8/documents/100161515

https://support.avaya.com/css/P8/documents/100161515

Downloading DocumentationFor the most current versions of Documentation, see the AvayaSupport website: https://support.avaya.com, or such successor siteas designated by Avaya.Contact Avaya SupportSee the Avaya Support website: https://support.avaya.com forproduct or Hosted Service notices and articles, or to report a problemwith your Avaya product or Hosted Service. For a list of supporttelephone numbers and contact addresses, go to the Avaya Supportwebsite: https://support.avaya.com (or such successor site asdesignated by Avaya), scroll to the bottom of the page, and selectContact Avaya Support.TrademarksThe trademarks, logos and service marks (“Marks”) displayed in thissite, the Documentation, Hosted Service(s), and product(s) providedby Avaya are the registered or unregistered Marks of Avaya, itsaffiliates, its licensors, its suppliers, or other third parties. Users arenot permitted to use such Marks without prior written consent fromAvaya or such third party which may own the Mark. Nothingcontained in this site, the Documentation, Hosted Service(s) andproduct(s) should be construed as granting, by implication, estoppel,or otherwise, any license or right in and to the Marks without theexpress written permission of Avaya or the applicable third party.Avaya is a registered trademark of Avaya Inc.All non-Avaya trademarks are the property of their respective owners.Linux® is the registered trademark of Linus Torvalds in the U.S. andother countries.




Contents

Chapter 1: Introduction............................................................................................................ 8Purpose.................................................................................................................................. 8Documentation terminology...................................................................................................... 8Prerequisites........................................................................................................................... 8Change history........................................................................................................................ 9

Chapter 2: Powered by Avaya IP Office (Virtualized) solution overview........................... 13New in this release................................................................................................................ 14Topology............................................................................................................................... 14

Powered by Avaya topology without Avaya SBCE.............................................................. 15Powered by Avaya topology with Avaya SBCE.................................................................. 16

Components......................................................................................................................... 16Key IP Office components................................................................................................ 17Key IP Office Contact Center components......................................................................... 17Key Avaya Contact Center Select components.................................................................. 18Other related components................................................................................................ 18Subscription and licensing components............................................................................. 22

Interoperability...................................................................................................................... 22Ordering process................................................................................................................... 23

Chapter 3: Planning and preconfiguration........................................................................... 24Planning and preinstallation checklist...................................................................................... 24Configuration tools................................................................................................................ 25Key configuration information for IP Office with Powered by Avaya............................................ 25

Configuring a static IP address......................................................................................... 27Planning flows....................................................................................................................... 27

Service creation planning flow.......................................................................................... 28Service deployment planning............................................................................................ 32Onboarding process flow................................................................................................. 33

Ordering process................................................................................................................... 34Understanding the Avaya Operations Support System order flow for Powered by Avaya....... 34Avaya One Source Cloud Services access and navigation.................................................. 35License packaging........................................................................................................... 36

Chapter 4: Initial setup and connectivity.............................................................................. 40Initial setup and connectivity checklist..................................................................................... 40Installing Cloud product instances........................................................................................... 40

Configuration data for IP Office deployments..................................................................... 42Amazon Web Services deployments for IP Office Contact Center........................................ 44

Setting up network connectivity and components..................................................................... 45Configuring a second LAN interface for Powered by Avaya with IP Office............................ 46Quality of service requirements........................................................................................ 46

December 2019 Deploying Powered by Avaya IP Office (Virtualized) for Business Partners 5Comments on this document? [email protected]

mailto:[email protected]?subject=Deploying Powered by Avaya IP Office (Virtualized) for Business Partners

Chapter 5: Configuration........................................................................................................ 48IP Office configuration............................................................................................................ 48

IP Office configuration checklist........................................................................................ 48Launching IP Office Manager........................................................................................... 50Verifying IP Office Manager preferences............................................................................ 50IP Office Contact Center configuration on IP Office............................................................ 51Avaya Contact Center Select configuration on IP Office...................................................... 52Configuring the time zone and NTP server........................................................................ 52Configuring WebLM settings in IP Office Manager.............................................................. 53Enabling SIP and H.323 registrars.................................................................................... 53Configuring SIP trunks..................................................................................................... 54Configuring emergency calls............................................................................................ 55Endpoint configuration..................................................................................................... 56Fallback twinning............................................................................................................. 61Hybrid Cloud configuration............................................................................................... 61

IP Office Contact Center configuration.................................................................................... 63IP Office Contact Center configuration checklist................................................................. 64IP Office Contact Center provisioning................................................................................ 65Verifying automatic synchronization configuration.............................................................. 68Configuring agent user types in IP Office Manager............................................................. 69Configuring centralized WebLM licensing information in IP Office Contact Center................. 69Creating agents and agent groups.................................................................................... 70Integrating IP Office Contact Center with CRM systems...................................................... 71Customizing the user interface branding............................................................................ 72

Avaya Contact Center Select configuration.............................................................................. 73Avaya Contact Center Select configuration checklist.......................................................... 73Configuring IP Office for Avaya Contact Center Select........................................................ 75Avaya Contact Center Select Ignition Wizard out-of-the-box configuration data.................... 75

Avaya Session Border Controller for Enterprise configuration.................................................... 77Configuring Avaya SBCE to obtain licenses from the OSS WebLM server............................ 77Configuring multi-tenancy for Avaya SBCE with Powered by Avaya..................................... 78Configuring TURN/STUN settings on the IP Office WebRTC Gateway................................. 81

Avaya Workforce Optimization Select integration with Powered by Avaya.................................. 82Avaya Workforce Optimization Select prerequisites............................................................ 82Configuring Avaya Workforce Optimization Select to obtain licenses from the OSS WebLMserver............................................................................................................................. 82Multi-tenant Avaya Workforce Optimization Select deployments on a common SQL serverinstance.......................................................................................................................... 83

Port assignments.................................................................................................................. 84Ports at the enterprise premise......................................................................................... 84Ports at the Business Partner premise.............................................................................. 87Avaya OSS and Avaya One Source Cloud Services ports................................................... 88

Chapter 6: Administration...................................................................................................... 89

Contents



Administration tasks.............................................................................................................. 89Settings and user management........................................................................................ 89Analysis and monitoring................................................................................................... 90System diagnostics and troubleshooting............................................................................ 90Backup and restore......................................................................................................... 90Upgrades........................................................................................................................ 91

Updating group rights for multi-tier administration..................................................................... 91Recommended rights and privileges................................................................................. 92

Self-Administration for phone settings management................................................................. 96Call reporting management.................................................................................................... 97Reference documents for administration................................................................................. 97

Chapter 7: Resources........................................................................................................... 100Documentation.................................................................................................................... 100

Finding documents on the Avaya Support website........................................................... 102Avaya Documentation Portal navigation.......................................................................... 102

Training.............................................................................................................................. 103Viewing Avaya Mentor videos............................................................................................... 103Support.............................................................................................................................. 104

Using the Avaya InSite Knowledge Base......................................................................... 104Glossary................................................................................................................................. 106

Contents



Chapter 1: Introduction

PurposeThis document contains checklists and procedures for the Powered by Avaya planning, setup,configuration, and administration tasks that must be performed by Business Partners. Thisdocument is intended for the Powered by Avaya IP Office (Virtualized) solution.

Before working with the Powered by Avaya IP Office (Virtualized) solution, as a BP, you mustunderstand how to configure and administer CPE deployments of IP Office. If your environmentincludes Contact Center deployments, you must also know how to configure and administer them.You must be authorized by Avaya to perform implementation.

Documentation terminologyThis document uses the following terminology:

Powered by Avaya is the product name used for the Partner-hosted solution.

CustomersThe Cloud documentation uses the following terms.

• Enterprise: The organization that uses the functionality from the IP Office and Contact Centerprograms. The Cloud solution is targeted for small and medium enterprises. Thedocumentation generally uses the term “enterprise” instead of “customer”.

• Business Partner or Provider: The party that sells the functionality from the IP Office andContact Center programs to the enterprise as a service. This document also uses theacronym “BP” to refer to a Business Partner.

PrerequisitesAs a Business Partner, you must have the following skills and knowledge before deploying andselling the Powered by Avaya Cloud solution:

• Be authorized by Avaya to sell IP Office and the Contact Center programs included in yourdeployment.



• Be authorized by Avaya to implement, configure, and administer customer premiseenvironment (CPE) deployments of IP Office and the Contact Center programs included inyour deployment.

• Know how to deploy the Avaya Operations Support System (OSS). For more information, seeDeploying Avaya Operations Support System.

• Understand how to use Avaya One Source Cloud Services to place, change, and deleteorders.

• Understand how to use IP Office configuration tools, such as IP Office Manager and IP OfficeWeb Manager.

• Understand how to use IP Office Contact Center provisioning and configuration tools, suchas the web administration portal and IP Office Contact Center User Interface for Windows.

• Understand how to use Avaya Contact Center Select provisioning and configuration tools,such as Contact Center Manager Administration (CCMA).

• Know how to deploy IP Office endpoints and applications, such as Voicemail Pro and Avayaone-X® Portal for IP Office. This document does not cover the installation and configuration ofendpoints and applications.You must configure endpoints as Remote Workers in the Public Network deployment. Forinformation about installing and configuring H.323 and SIP endpoints as Remote Workers,see the following documents:- Installing Avaya IP Office™ Platform H.323 IP Telephone- VoIP client information in Administering Avaya one-X® Portal for IP Office™ Platform

Change historyThe following table lists key changes in this document.

Issue Release date Summary of changesRelease 3.0.4, Issue 6 December 2019 • Updated New in this release on page 14.

• Added Powered by Avaya topology with AvayaSBCE on page 16.

• Updated License packaging on page 36.Release 3.0.4, Issue 5 May 2019 Updated links.Release 3.0.4, Issue 4 April 2019 • Changed the document title to Deploying Powered

by Avaya IP Office (Virtualized) for BusinessPartners.

• Updated Purpose on page 8.

• Updated Powered by Avaya IP Office (Virtualized)solution overview on page 13.

• Updated the document titles in Documentation onpage 100.

Table continues…

Change history



Issue Release date Summary of changes• Minor rephrasing throughout the document.

Release 3.0.4, Issue 3 February 2019 • Updated New in this release on page 14.

• Updated Other related components on page 18.

• Updated IP Office configuration checklist onpage 48.

• Added Enabling SIP and H.323 registrars onpage 53.

• Added Fallback twinning on page 61.

• Added Configuring Avaya SBCE to obtain licensesfrom the OSS WebLM server on page 77.

• Added Avaya Workforce Optimization Selectintegration with Powered by Avaya on page 82.

• Updated Recommended rights and privileges onpage 92.

• Updated Reference documents for administration onpage 97.

• Updated Documentation on page 100.

• Added Avaya Documentation Portal navigation onpage 102.

Release 3.0.3, Issue 2 November 2018 • Updated New in this release on page 14.

• Updated Additional IP Office endpoints supported inthe Cloud on page 20.

• Updated the list of service users in Key configurationinformation for IP Office with Powered by Avaya onpage 25.

• Updated License packaging on page 36.

• Added Avaya Call Reporting license features onpage 38.

• Updated IP Office configuration checklist onpage 48.

• Updated Reserving global licenses on page 51.

• Reorganized the information under Administrationtasks on page 89.

• Added Updating group rights for multi-tieradministration on page 91.

• Added Recommended rights and privileges onpage 92.

Table continues…

Introduction



Issue Release date Summary of changes• Added Self-Administration for phone settings

management on page 96.

• Added Call reporting management on page 97.


• Updated Documentation on page 100.Release 3.0, Issue 1 May 2018 • Removed OnAvaya™ information from this

document. There are no additional OnAvaya™

releases planned. If you require OnAvaya™

information, see the previous versions of thisdocument from Release 2.1 or earlier.

• Removed information about Avaya ContactRecorder.

• Updated the Powered by Avaya topology.

• Updated Prerequisites on page 8.

• Updated Powered by Avaya IP Office (Virtualized)solution overview on page 13.

• Updated Key IP Office Contact Centercomponents on page 17.

• Updated Additional IP Office endpoints supported inthe Cloud on page 20.

• Updated Interoperability on page 22.

• Removed information about the Google ChromeManagement Console from Subscription andlicensing components on page 22.

• Updated Configuration tools on page 25.

• Updated Powered by Avaya task: Determine securitystrategy on page 30.

• Added Avaya Contact Center Select configuration onIP Office on page 52.

• Updated IP Office Contact Center configuration onpage 63.

• Updated Provisioning IP Office Contact Center witha configuration spreadsheet on page 65.

• Updated Configuring agent user types in IP OfficeManager on page 69.

• Updated Configuring centralized WebLM licensinginformation in IP Office Contact Center on page 69.

Table continues…

Change history



Issue Release date Summary of changes• Updated Integrating IP Office Contact Center with

CRM systems on page 71.

• Updated Customizing the user interface branding onpage 72.

• Added Port assignments on page 84.


• Updated Documentation on page 100.

• Updated Training on page 103.

• Minor rephrasing throughout the document.

Introduction



Chapter 2: Powered by Avaya IP Office(Virtualized) solution overview

The Powered by Avaya IP Office (Virtualized) solution enables you, the BP or provider, to sell coreIP Office and, optionally IP Office Contact Center or Avaya Contact Center Select, features to smalland medium enterprise users. With the Powered by Avaya IP Office (Virtualized) solution, you installand host the product instances in a data center at your site.

Key benefits of the Powered by Avaya IP Office (Virtualized) solution include the following:

• Reduction in operational costs for the enterprise by reducing the IT complexity of equipmentmaintenance.

• Reduction in service delivery costs for the BP through virtualization and shared infrastructure.

• Programmatic interface to support license installations, configure centralized licensing, ordelete a license file.

• Automated billing with Avaya One Source Cloud Services.

• Flexibility to change your Avaya One Source Cloud Services order anytime. You can add orremove users anytime. You can update your order to add or remove the optional IP OfficeContact Center and Avaya Contact Center Select programs as needed.

• Support for IP500 V2 expansion systems at the enterprise site with Hybrid Cloud.

• Support for resiliency with High Availability (HA).

For information about the new Powered by Avaya IP Office (Containerized) solution, which is hostedby Avaya DevOps on Google Cloud Platform, see Powered by Avaya IP Office (Containerized)Solution Overview.

Related linksNew in this release on page 14Topology on page 14Ordering process on page 23



New in this releasePowered by Avaya IP Office (Virtualized) Release 3.0.4 supports IP Office Release 11.0.4, whichincludes the following key functionality:

• Support for fallback twinning. When enabled, this feature redirects your calls to a twinningnumber when the system cannot detect your normal extension. You can use fallback twinningeven when mobile twinning is not enabled. For more information about twinning, see“Twinning Your Phone” in Using Self-Administration.

• Security enhancements, including user agent control through whitelist or blocked blacklistoperations. For information about blacklisted addresses, see Using Avaya IP Office™Platform System Status Application and Using Avaya IP Office™ Platform System Monitor.

• Automatic user synchronization with Avaya Spaces, which facilitates IM capabilities. Formore information, see “Avaya Spaces Configuration” in Avaya IP Office™ Platform SIPTelephone Installation Notes.

• J100 and Avaya Equinox® feature enhancements. For more information, see J100 SeriesTelephone User Guide and Using Avaya Equinox® for IP Office.

• Media Manager enhancements, including the ability to administer audit trails and deleterecordings. For more information, see Administering Avaya IP Office™ Platform MediaManager.

Powered by Avaya IP Office (Virtualized) also supports Avaya Contact Center Select Release 7.1.For more information about the new features in Avaya Contact Center Select Release 7.1, see Avaya Contact Center Select Solution Description.

TopologyPowered by Avaya IP Office (Virtualized) supports the following deployment models:

• Public Network: This deployment model uses a public over-the-internet connection betweenthe Cloud data center and the enterprise premises.

• Private Network: This deployment model requires an MPLS or site-to-site VPN connectionbetween the Cloud data center and the enterprise premises.

Powered by Avaya IP Office (Virtualized) solution overview


https://downloads.avaya.com/css/P8/documents/101059091


Powered by Avaya topology without Avaya SBCE

Customer A

IP OfficeVirtual Server

IP OfficeContact CenterVirtual Server

Partner Data CenterCustomer C

Firewall / NAT

Avaya OSS

Router / NAT

SIP 96x1H.323

AgentDesktop SIP 96x1

H.323Agent

Desktop SIP 96x1H.323 Digital / Analog

IP500V2

Customer A Customer B Customer C

One Source

Internet

12 3 4

5

Customer B


Avaya ContactCenter SelectVirtual Server


Router / NAT Router / NAT

Legend Description

1 WebLM and Avaya OSS private connection.

2 IP Office connection.

3 IP Office Contact Center connection.

4 Avaya Contact Center Select connection.

5 REST Connection between Avaya OSS and Avaya One Source CloudServices.

Icon DescriptionPublic IP address.

Private IP address.

For more information about ports used for connections, see Port assignments on page 84.

Note:• IP Office Contact Center and Avaya Contact Center Select cannot reside on the same IP

Office.

Topology



• The Partner data center firewall is configured to only allow connections on certain TCPand UDP ports. Traffic forwarding is allowed for RTP ports only.

• SIP trunks should be provided in the Partner data center. Otherwise, you must use asecure TLS/SRTP connection.

• Devices can connect to the Partner data center outside of customer sites. In such cases,you must use a secure TLS/SRTP connection.

• All network traffic that goes over the public Internet is best-effort traffic, so quality orreliability of such traffic is not guaranteed.

Powered by Avaya topology with Avaya SBCEThe following network topology diagram shows Powered by Avaya deployments that includeAvaya SBCE:

ComponentsThe following sections provide an overview of all components used in the Powered by Avayasolution.

For general information about product interoperability, see the Avaya Support InteroperabilityMatrix at: http://support.avaya.com/CompatibilityMatrix/Index.aspx. Additional information about



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


supported applications and endpoints, and their supported versions is available in the ReleaseNotes.

Key IP Office componentsThe following table lists the key IP Office components:

Component DescriptionIP Office server The server that provides IP Office services. This server includes the following

components:

• Avaya one-X® Portal and Mobility server.

• Conference resources for ad-hoc and meet-me conferences.

• Software download packages for various user and administrationapplications such as IP Office Manager, System Status Application,Voicemail Pro Client, and IP Office SoftConsole.

IP Office Manager and IPOffice Web Manager

IP Office Web Manager is a web-based version of IP Office Manager, andonly offers a subset of the IP Office Manager options. You must perform mostmanagement and configuration tasks in IP Office Manager. You can installand run IP Office Manager directly from IP Office Web Manager.

Key IP Office Contact Center componentsThe following table lists the key IP Office Contact Center components. For general information about IPOffice Contact Center components, applications, and endpoints, see Avaya IP Office Contact CenterReference Configuration.

Component DescriptionIP Office Contact Centerserver

The server that provides IP Office Contact Center services.

IP Office Contact Centerprovisioning andadministration tools

Business Partners must use the following tools for provisioning andadministration:

• Web-based administration portal to perform setup and initial administrationtasks. For more information, see Using the Avaya IP Office Contact CenterWeb Administration Portal.

• IP Office Contact Center User Interface for Windows administration moduleto perform additional administration tasks and assign privileges.

Note:

In the Public Network deployment, BPs can access the IP OfficeContact Center User Interface for Windows over the Internet throughSSH.

Table continues…

Components



Component DescriptionIP Office Contact Centeruser interface for agentsand supervisors

Agents and supervisors can use the IP Office Contact Center Web UserInterface or the IP Office Contact Center User Interface for Windows. You canaccess the Windows UI over the internet through an SSH protocol. For moreinformation about using these interfaces, see Using the Avaya IP OfficeContact Center Web Interface and Using Avaya IP Office Contact Center forWindows.

Optional IP Office ContactCenter applications andplug-ins

Enterprises and BPs can also access the following:

• Wallboard application for managing statistics. For more information, seeUsing Avaya IP Office Contact Center Wallboard.

• SAP or Salesforce (SFDC) CRM connectors for accessing agent telephonyfunctionality.

Key Avaya Contact Center Select componentsThis table lists key Avaya Contact Center Select components. This table does not list all Avaya ContactCenter Select tools and applications.

Component DescriptionAvaya Contact CenterSelect server

Avaya Contact Center Select uses SIP and CTI interfaces to integrate with IPOffice. This integration gives Avaya Contact Center Select access to variousIP Office phones and features.

In the Cloud environment, you must use the Avaya Contact Center Select ISOimage to create an Avaya Contact Center Select virtual machine.

Avaya Aura® MediaServer

Avaya Contact Center Select requires an Avaya Aura® Media Server. TheAvaya Aura® Media Server provides the media services required by the SIP-enabled contact center.

You must use the Avaya Aura® Media Server OVA to create an Avaya Aura®

Media Server virtual machine.Contact Center ManagerAdministration (CCMA)

You can perform most general administration tasks using the web-basedCCMA interface. You can also access the Contact Center Multimedia (CCMM)administration tool from the CCMA interface.

Agent Desktop Agent Desktop is a single-interface client application used to interact withAvaya Contact Center Select customers.

A web-based thin client called the Contact Center Agent Browser applicationis also available and provides a limited subset of the Agent Desktopfunctionality.

Other related componentsThe following table shows related components, which can be integrated with Powered by Avaya IP Office(Virtualized):




Component DescriptionWebRTC WebRTC is supported with IP Office Contact Center and is used to

enable the delivery of media content through the web browser. Withthe WebRTC protocol, the user interface does not require a physicalphone.

WebRTC is not supported with Avaya Contact Center Select.Extensible Messaging andPresence Protocol (XMPP)application server

The XMPP server provides chat functionality for IP Office and IPOffice Contact Center systems. XMPP is not supported with AvayaContact Center Select.

Partners can either provide their own XMPP server or use the serverincluded with Avaya one-X® Portal for IP Office. The recommendedoption is to use the XMPP server included with Avaya one-X® Portalfor IP Office.

Note:

For the chat server, in the Cloud, use the internal IP Office IPaddress rather than the public IP address. You can use the publicIP address as the domain name.

Avaya SBCE Avaya SBCE is an optional component that enables Remote Workersand SIP trunking in Powered by Avaya deployments. With multi-tenancy support, a dedicated Avaya SBCE is not required for each IPOffice in the enterprise.

Important:

In Powered by Avaya deployments, Avaya SBCE must beconfigured to receive licenses from the OSS WebLM server.

Media Manager You can integrate Media Manager with the IP Office, IP Office ContactCenter, and Avaya Contact Center Select Cloud systems to providethe ability to search and archive recordings. BPs are responsible forthe Media Manager configuration. They might also need to supplyadditional disk space before configuring Media Manager.

Note:

You can select the None option for Media Manager callrecording. In this case, Avaya Workforce Optimization Select or athird-party call recording application can be deployed.

Components



Additional IP Office endpoints supported in the CloudEndpoint Required

licenseSupportedin Publicand PrivateNetworks

Resiliencysupport

SupportedthroughAvaya SBCE

Supportedfor IP OfficeContactCenter andAvayaContactCenterSelectagents

Analogue phones1 Digital orAnalog User

SupportedthroughIP500 V2

95xx and 14xx digitalphones1

Digital orAnalog User

SupportedthroughIP500 V2

Avaya 16xx H.323 Phone1 TelephonyUser

Private only

Avaya 96x0 H.323 Phone1 TelephonyUser

Private only

Avaya 96x1 H.323 Phone TelephonyUser

Avaya H175 TelephonyUser

Avaya B179 TelephonyUser

Avaya E129 TelephonyUser


Private only


Private only

Avaya D100 or D160 SIPDECT Phones

TelephonyUser

IP DECT Phone2 TelephonyUser

Private only

Avaya 11xx and 12xx SIPPhones2

TelephonyUser 3

Table continues…

1 For Hybrid Cloud only2 Limited security and deployment size.3 IP Phones 1140E and 1230 are supported by Avaya Contact Center Select agent when running IP Office SIP firmware.




Endpoint Requiredlicense

Supportedin Publicand PrivateNetworks

Resiliencysupport

SupportedthroughAvaya SBCE

Supportedfor IP OfficeContactCenter andAvayaContactCenterSelectagents

Avaya J129 TelephonyUser



Avaya Vantage™ TelephonyUser

Avaya Equinox® UC User

Avaya Communicator forWindows

UC User

Avaya Communicator foriPad

UC User

Avaya one-X® Mobile for iOSand Android

UC User

Avaya Communicator forWeb4

UC User

Avaya IP Office Web Client UC User

IP Office Video Softphoneon Mac5

N/A

Third party SIP phones Third partyTelephonyUser or ThirdParty UCUser

Private only

Support for other phone modelsThe Hybrid Cloud deployment option enables all other supported IP Office phones to be integratedthrough the IP500 V2 expansion system. Avaya Contact Center Select also supports othertelephony devices that are not listed in the table. For more information about Avaya ContactCenter Select endpoints and the agent experience for various phone types, see “Supported

4 Requires external OnAvaya™ server access.5 Mac support through Avaya Equinox® or Avaya Communicator for Web.

Components



telephony devices” in Avaya Contact Center Select Solution Description. IP Office Contact Centerdoes not support other IP Office endpoints.

Subscription and licensing componentsComponent DescriptionAvaya One Source CloudServices

Avaya One Source Cloud Services handles interactions related to purchasesand billing. Business Partners use Avaya One Source Cloud Services to placeand change orders.

Avaya OperationsSupport System (OSS)

OSS handles licensing and subscription tracking of Cloud instances. OSS isconfigured to communicate automatically with Avaya One Source CloudServices.

Note:

Business Partners are responsible for deploying and managing OSS.Web License Manager(WebLM)

WebLM is a licensing program that is embedded within OSS.

InteroperabilityThe Powered by Avaya IP Office (Virtualized) solution interworks with IP Office and can also beintegrated with IP Office Contact Center and Avaya Contact Center Select.

For additional compatibility information for specific components, see the appropriate productdocumentation:

• For general IP Office information: Avaya IP Office™ Platform Solution Description and AvayaIP Office™ Platform Feature Description

• For general IP Office Contact Center information: Avaya IP Office Contact Center FeatureDescription and Avaya IP Office Contact Center Reference Configuration

• For detailed IP Office Contact Center Web UI interoperability information: Using the Avaya IPOffice Contact Center Web Interface

• For detailed IP Office Contact Center User Interface for Windows usage information: UsingAvaya IP Office Contact Center for Windows

• For detailed IP Office Contact Center Wallboard interoperability information: Using Avaya IPOffice Contact Center Wallboard

• For general Avaya Contact Center Select information: Avaya Contact Center Select SolutionDescription

Related linksComponents on page 16




Ordering processBusiness Partners request quotes, place orders, and retrieve billing data with the Avaya OneSource Cloud Services portal. The OSS updates the IP Office, and if applicable, the IP OfficeContact Center and Avaya Contact Center Select product licenses with the associated AvayaWebLM instance.

Ordering process



Chapter 3: Planning and preconfiguration

Planning and preinstallation checklistThe following checklist describes the planning tasks you must perform before deploying thePowered by Avaya Cloud solution:

No. Task Notes

1 Understand pre-salesengineering and determinewhich solution to order.

You must have an idea of enterpriserequirements and the number of users withineach enterprise.

2 Understand your responsibilitiesand ensure that you have allrequired skills and knowledge.

Review Prerequisites on page 8. You also needto understand your Partner responsibilities.

3 Obtain the required componentsfor your BP site and for theenterprise site.

For detailed information about components,see Components on page 16.

4 Complete the ordering processand obtain user licenses.

Use Avaya One Source Cloud Services toplace orders.

With Powered by Avaya, you must set up theAvaya Operations Support System (OSS)before placing your first trial order. For moreinformation about OSS, see Deploying AvayaOperations Support System.

5 Complete preinstallation tasks. Review all configuration information in thischapter and complete preinstallation setup,such as setting up a DHCP server for IP Officewith Powered by Avaya.

Related linksPrerequisites on page 8Components on page 16



Configuration toolsThe following table describes the tools BPs use to set up the Cloud solution. The table also indicates whichtools apply to the BP-hosted Powered by Avaya solution:

Tools DescriptionAvaya One Source CloudServices

Use Avaya One Source Cloud Services to obtain quotes and placeorders. Avaya One Source Cloud Services also enables licensegeneration, allows you to modify or disconnect services, and managetrials and renewals.

Avaya Operations SupportSystem

OSS interworks with Avaya One Source Cloud Services to managesubscriptions and licenses.

WebLM WebLM is a licensing program that is embedded within OSS.IP Office Web Manager and IPOffice Manager

You can use IP Office Web Manager to install and access IP OfficeManager.

Use IP Office Manager to configure and perform ongoingadministration on IP Office.

IP Office Contact Center webadministration portal

Use the web administration portal to perform initial provisioning of IPOffice Contact Center in the Cloud environment. You can also chooseto perform initial provisioning with a spreadsheet. For moreinformation about using the administration portal, see Using theAvaya IP Office Contact Center Web Administration Portal.

IP Office Contact Center UserInterface for Windows

Use the Windows UI to perform administration tasks and assignprivileges to agents and supervisors. You can access Windows UIthrough SSH.

Avaya Contact Center SelectServer Configuration

You can use the Server Configuration application to perform serverconfiguration. You can also use it to modify the data entered duringinitial configuration of the Avaya Contact Center Select server.

Contact Center ManagerAdministration (CCMA)

You can perform most general administration tasks using the web-based CCMA interface. You can also access the Contact CenterMultimedia (CCMM) administration tool from the CCMA interface.

To start the CCMM Administration utility, you must first log in to theCCMA tool from a web browser on the Avaya Contact Center Selectserver.

Key configuration information for IP Office with Poweredby Avaya

IP Office security settings contain service users, rights groups, and password complexity rules.These security settings are stored separately from the system configuration settings.

For Powered by Avaya, BPs are responsible for installing and maintaining Cloud productinstances. Avaya recommends that you use a DHCP server to assign IP addresses to IP Office

Configuration tools



Cloud deployments. If you need a static IP address, then a manual process is required. For moreinformation about the static IP address process, see Configuring a static IP address on page 27.

IP Office Cloud simplifies system deployment by automatically performing initial startup, ignition,and configuration. As part of the automatic system deployment, service users that are not requiredfor Cloud are removed. The system also resets the Administrator user password from the standarddefaults. The following is a list of the default service groups:

Service groupname

Default serviceuser

Default status Description

Administrator group Administrator Enabled

A new passwordmust be set on thefirst login.

Provides full configuration and securityaccess to IP Office Manager and WebManager for system configuration.

Administrators can enable other defaultuser accounts and create new serviceuser accounts and update them.

Business Partner BusinessPartner Disabled


Enables resellers and business partnersto manage hosted IP Office systems.Business Partner accounts have limitedaccess to security configuration, whichallows to create and modify CustomerAdmin users.

MCM Admin MCMAdmin Disabled Enables IP Office administration usingCloud Operations Manager.

Customer Admin CustomerAdmin Disabled


Enables access to a subset ofconfiguration options. Customer Adminusers can log in to Web Manager byusing port 8443 only. Customer Adminusers have limited access to IP Officeconfiguration objects and features andcannot modify security settings. Theseusers also cannot access file manager orsystem commands.

Customer Admin users can change theirpasswords using IP Office WebManager.

TCPA Group EnhTcpaService Enabled Enables Avaya one-X® Portal for IPOffice connections.

IPDECT Group IPDECTService Disabled Enables DECT R4 system provisioningusing an IP DECT trunk.

Directory Group DirectoryService Enabled Enables HTTP directory access rights. Ifthe access rights to Directory Read andDirectory Write are disabled,authentication is enforced.

Other groups that were available in previous releases have been removed.

After an upgrade, the existing settings for customized or non-default groups are not changed.

Planning and preconfiguration



The new Administrator service user password is based on the LAN 1 DHCP address obtained atsystem launch. The new password contains the first four letters of the service user name followedby the LAN 1 DHCP IP address without the dots.

ExampleIf the LAN 1 DHCP IP address is 192.168.10.25, then the Administrator and security service userpasswords are as follows:

Service user name Service passwordAdministrator Admi1921681025

Related linksUpdating group rights for multi-tier administration on page 91

Configuring a static IP addressAbout this taskUse this procedure if you need a static IP address. The system starts by searching for an address:

1. The OVA boots, searches for the DHCP server, and does not get an address.2. Auto-ignition starts and searches for a valid IP address on eth0 for approximately 2

minutes. It does not find one, so it exits.After this occurs, perform the following steps.

Procedure1. Launch the virtual machine and then do the following:

a. Log in using the Administrator:Administrator credentials.

b. Use the sudo -s command to become the root user.

2. Configure the IP and the optional DNS by running the system-config-networkcommand, and then restart the network service.

3. After the network is successfully started, run the service autoignition startcommand.

ResultAuto-ignition starts, finds a valid IP, and continues the automated process.

Planning flowsThe following images outline Powered by Avaya service planning, service deployment, andonboarding considerations for BPs.

Planning flows



Service creation planning flow

Partner Powered service creation planning process overview

Start

Determine EndEnterprise Network

Connectivity Options(Private/Public)

DetermineRedundancy

Strategy

DetermineEnterprise Data

Center DeploymentStrategy

DetermineSecurity Strategy

DetermineBackup/Restore

Strategy

DetermineUpgradeStrategy

DetermineMonitoringStrategy

Determine SIPTrunk Provider

DetermineTroubleshooting

Strategy

DetermineEnterprise Endpoint

ManagementStrategy

DetermineEnterprise Site

DeploymentStrategy

DetermineEnterprise Support

Strategy

Ready to implement




Powered by Avaya task: Determine enterprise network connectivity optionsThe Partner is response for determining the supported network access methods for the enterprise.The options are:

• Private

Private Network connectivity examples include IPSec VPN, MPLS, and Metro Ethernet.

• Public Internet

• Both

Consider the following:

• For internet access, each IP Office must have a dedicated public IP address if 96x1 phonesare required. You can use a VPN server to terminate 96x1 SSL VPN connections. Othernon-96x1 endpoints can be multiplexed through a single public IP address using a SessionBorder Controller and a reverse proxy supporting web sockets.

• IP Office, IP Office Contact Center, and Avaya Contact Center Select must have one-to-oneor Port NAT internet access for integration with enterprise services, such as email and webserver services, or third-party Cloud CRM applications.

• IP Office, IP Office Contact Center, and Avaya Contact Center Select must have access tothe WebLM server in the OSS. Access can be direct, or through a one-to-one or Port NATconnection.

• IP Office must have access to SIP trunks through one of the following methods:

- A one-to-one or Port NAT connection

- An Avaya or third-party Session Border Controller

• The Partner must provide regulatory integration.

Powered by Avaya task: Determine redundancy strategyIP Office supports both Application HA and VMWare HA in Powered by Avaya deployments. IPOffice Contact Center supports VMWare HA.

Avaya Contact Center Select uses Business Continuity to provide resiliency. For more informationabout Business Continuity, see Avaya Contact Center Select Business Continuity.

For geo-redundancy, the Partner must create a process that includes backup and recovery toinstances in a geo-redundant data center. DNS updates can be used to direct endpoints to geo-redundant instances.

Powered by Avaya task: Determine instance deployment strategyThe Partner can automate virtual machine creation or do it manually. For automation, OSSsupports a Partner-supplied RESTful API server, which is called at the end of the Avaya OneSource Cloud Services order fulfillment of license downloads.

Planning flows



Powered by Avaya task: Determine security strategyThe Partner is responsible for securing their Powered by Avaya service. Avaya products supportthird-party public certificates for secure communications. Avaya supplies the firewall rules requiredfor the protocols that the service uses.

OSS and IP Office Contact Center support the optional installation of McAfee antivirus software.Avaya Contact Center Select also supports optional antivirus software as described in AvayaContact Center Select Solution Description.

IP Office and OSS support roles-based authorization to features and administration. IP OfficeContact Center does not currently have native roles-based authorization outside of the IP OfficeContact Center User Interface for Windows administration tasks.

Powered by Avaya task: Determine backup and recovery strategyYou can schedule backups for each Avaya product in the Powered by Avaya service. Backupsrequire the Partner to provide resources for the products to copy backup files. Use of virtualmachine snapshots is limited because application data is stored on the same disk as the operatingsystem data. Virtual machine recovery is limited to the most recent backup.

Powered by Avaya task: Determine upgrade strategyAvaya product upgrades affect the Powered by Avaya Cloud services. To avoid servicedisruptions, Partners must use maintenance periods to perform upgrades.

Powered by Avaya task: Determine the monitoring strategyAvaya supports product-level SNMP trap notifications. IP Office also provides operating systemresource alarms. OSS requires the Partner to implement operating system resource monitoringmechanisms, such as Linux SSH access, and CLI command line parsing. You can use standardWindows operating system tools to monitor resources for IP Office Contact Center and AvayaContact Center Select.

Common task: Determine the SIP trunk providerIP Office supports :

• TCP, TCP and TLS, or UDP SIP signalling

• RTP or SRTP media

The Powered by Avaya service created by the Partner is a regulated service. The Partner isresponsible for complying with all regulatory requirements, such as E911, lawful intercept, localnumber portability, and regulatory taxes. Obtain legal counsel to ensure regulatory compliance.

Common task: Determine a troubleshooting strategyThe Partner is the primary point of contact for troubleshooting product and network issues. Toolsare available to assist with troubleshooting tasks. Prognosis is an example of a vendor thatprovides tools to support voice quality monitoring.




Common task: Determine the enterprise endpoint management strategyThe Partner is responsible for support configuration, software upgrades, and security of enterpriseendpoints. For 96x1 phones, the Partner must use a staging process to ensure that root CAcertificates are installed securely.

Related linksConfiguring endpoints with staging on page 56

Common task: Determine enterprise site deployment strategyThe enterprise network is typically connected with WAN, LAN, or WiFi. The Partner must ensurethat the enterprise network provides sufficient bidirectional bandwidth and security to integratewith Avaya products and applications. In Powered by Avaya deployments, these products andapplications are deployed by the Partner.

Common task: Determine an enterprise support strategyThe Partner must receive training and certifications for Avaya products and applications that aredeployed within the Cloud service. The Partner must implement troubleshooting managementsystems to support the enterprise. In Powered by Avaya, the Partner is responsible for Tier 1 and2 support, and must escalate Tier 3 and 4 issues to Avaya.

Planning flows



Service deployment planning

Partner Powered Deployment Process - Avaya Components

Start

Install and Configure

Avaya OSS

CreatePhone Staging Center

(optional)

Download SAL GW OVA, install, configure and connectto Avaya SAL Concentrator

Register OSS in GRT for Avaya support

Download IP Office OVA

Download IPOCC ISOand

create IPOCC OVA

Deploy Automation Service

(optional)

Validate Licensing Service




Onboarding process flow

Onboarding process for Partner Powered

Start

Order Per EnterpriseSubscription

Create Per EnterpriseVirtual Machine

Instance(s)

Configure SIPTrunk

Configure Per Enterprise Instance(s)

E911Configuration

Configure EnterpriseWAN Connection

Enterprise SiteFirewall Configuration

Configure EnterpriseEndpoints

Test Services

On-board in PartnerManagement Systems

On-board in Avaya GSS Management

System

Configure WebLM URL

Planning flows



Ordering processBusiness Partners request quotes, place orders, and retrieve billing data with the Avaya OneSource Cloud Services portal. The OSS updates the IP Office, and if applicable, the IP OfficeContact Center and Avaya Contact Center Select product licenses with the associated AvayaWebLM instance.

In Powered by Avaya, BPs are responsible for deploying OSS in the data center before placingtheir first trial order.

Understanding the Avaya Operations Support System order flowfor Powered by Avaya

About this taskWith Powered by Avaya, Partners must set up OSS before placing their first trial order. Thisprocedure provides a high-level description of the tasks you need to perform to order OSS andplace your first Cloud trial order.

Procedure1. Place the merchandise order for OSS.

2. Set up entitlements from Avaya PLDS by logging in to https://plds.avaya.com/ with yourSSO credentials.

This information is added to your Partner Sold-To installation base records, which providesGlobal Support Services (GSS) entitlements.

3. Obtain credentials for Avaya One Source Cloud Services.

For more information, see Obtaining Avaya Operations Support System credentials forAvaya One Source Cloud Services on page 34.

4. Deploy OSS.

You must also enter your Avaya One Source Cloud Services credentials in OSS. The OSSconnects to Avaya One Source Cloud Services, enabling you to place orders. For moreinformation about deploying OSS, see Deploying Avaya Operations Support System.

5. To use SAL or the Avaya VPN Gateway, register OSS using the Global Registration Tool.

6. Place your first trial order.

Obtaining Avaya Operations Support System credentials for Avaya OneSource Cloud Services

About this taskThis procedure describes how to obtain your Partner credentials for Avaya One Source CloudServices with Powered by Avaya deployments.



https://plds.avaya.com/


Procedure1. Go to the Partner ITSS web site and do one of the following:

Important:

If you are an APAC Partner, do not use this web site. Email your request [email protected].

• Raise a request for the “IT-AVA-ONESOURCE-CLOUD ” group.

• Search for “Cloud”.

2. In your request for IT, specify that you are requesting an OSS password.

3. Provide the following information:

• Company name

• Partner Link ID

• User first name

• User last name

• User full name

• Name prefix (optional)

• Initials (optional)

• Email ID

• Phone number (optional)

ResultAfter receiving your request, the IT support group does the following:

• Checks to make sure that you are authorized to order Powered by Avaya in Avaya OneSource Cloud Services.

• Creates your user ID and password. The user ID is the same as your Partner Link ID.

Next stepsConfigure your Avaya One Source Cloud Services credentials in OSS. For more information, seethe remaining steps in Understanding the Avaya Operations Support System order flow forPowered by Avaya on page 34.

Avaya One Source Cloud Services access and navigationAccess Avaya One Source Cloud Services at https://www.avaya.com/ebizn in Canada, US, CALA,and APAC, and at www.avaya.com/ebizu in EMEA.If you do not have access to Avaya One Source Cloud Services, log in to https://www.avaya.com/uae. From the Configuration section, request access to A1S Cloud Services. If you have a newaccount number, specify this in your request to ensure you have access to your new Tier 1account in Avaya One Source Cloud Services.

Ordering process


http://www.avaya.com/partner-itss

https://www.avaya.com/ebizn

http://www.avaya.com/ebizu/

https://www.avaya.com/uae

https://www.avaya.com/uae


The following image shows login and order processing options available in Avaya One SourceCloud Services.

Enter order details:Service terms, PO, desired date

Landing PageDashboard

CreateQuote

AddService

Service Configuration

QuoteSummary

Order Summary

Select accountdetails

Attach documents

Search/create enterprise user

Agree to terms of service

Submit order

View quote andorder by volume and

status

Create quote

Search for quotes

Search for orders

Search for enterprise user

accounts

Enter quoteinformation

Associate enterprise user

to quote

Create primary contact for quote

Selectproduct family

Select desired service

Configureservice

Review quotedetails

Review pricing& discounts

Save quote and create EC QRN

Promote quoteto orderAccount

SummaryView end

customer servicedetails

Submit change/disconnect/

renew orders/move trial to paid

Submit QRN for Special Bid – if

Required

Partner

Login via SSO

AVAYA | A1S Cloud

Redirect by clicking on Cloud Services

Avaya A1S Cloud Services

CreateQuote

CreateOrder

OrderFulfillment

Figure 1: Avaya One Source Cloud Services navigation

License packagingThe Cloud solution is sold based on a user subscription model. The BP places an order for eachenterprise subscription. The subscriptions are based on the following user counts:

• Telephony User• UC User• Agent (voice or multichannel)• Supervisor Agent

Each enterprise subscription includes IP Office system bundles.IP Office Contact Center andAvaya Contact Center Select are optional with Powered by Avaya. You can update your order inAvaya One Source Cloud Services anytime to add optional products.




System bundle licenses are fixed and cannot be changed. Product feature license counts are setto enable specific features.The following tables show the product license counts allocated to each bundle.

Table 1: IP Office licensing

Cloud subscriptions IP Office license mapping QuantitySystem bundle Server Edition Virtualized Unlimited

Note:

These licenses are unlimitedso they are no longer acquiredfrom the OSS WebLM server.

SIP TrunksVM PortsCTI Link ProPRI channels

Telephony User Avaya IP Endpoint License 1Third Party Telephony User Third Party IP Endpoint License 1UC User Avaya IP Endpoint License 1

Power User License 1Web Collaboration User 1

Third Party UC User Third Party IP Endpoint License 1Power User License 1Web Collaboration User 1

IP500 Digital or AnalogUser

IP500 Digital/Analog User License 1

IP500 UC Digital or AnalogUser

IP500 Digital/Analog User License 1Power User License 1

Receptionist 1Media Manager systembased license

Media Manager.

This system add-on license isoptional for IP Office only. IP OfficeContact Center Release 10.0.xincludes Media Manager in thesystem bundle.

1

Table 2: Avaya Call Reporting licensing

License type QuantityCall Reporting Basic 1Call Reporting Plus 1Call Reporting Realtime 1

For a description of the features included with each license type, see Avaya Call Reporting licensefeatures on page 38.

Ordering process



Table 3: Avaya Contact Center Select Release 7.1 licensing

Cloud subscriptions Avaya Contact Center Select license mapping QuantityBase bundle Avaya Contact Center Select Base License bundle

This license bundle is free of charge.

1

System bundle Avaya Contact Center Select Base License bundle 1Avaya IP Endpoint License 1

Agent

An agent can either be avoice-only agent or amultichannel agent. Anyagent can be configured asa multichannel agent withaccess to telephony, email,and chat.

Voice Agent

This license also includes Workspaces Agent

1

Multichannel Agent 1

Supervisor Agent Supervisor Agent 1Report Creation Wizard Report Creation Wizard 1Open Queue Agent Open Queue Agent 1

Table 4: IP Office Contact Center licensing

Cloud subscriptions IP Office Contact Center license mapping QuantitySystem bundle IP Office Contact Center Base License 1

IP Office Contact Center Wallboard 5Avaya IP Endpoint License 1

Agent

An agent can either be avoice-only agent or amultichannel agent. Anyagent can be configured asa multichannel agent withaccess to telephony, email,and chat.

Voice Agent 1Multichannel Agent 1

Supervisor Agent Supervisor Agent 1

Avaya Call Reporting license featuresThe following table shows the licenses available for Avaya Call Reporting.




License type Included featuresCall Reporting Basic • Cradle to Grave reporting

• 50 standard reports

• Report scheduler

• Call costing

• Custom report creator

• Emergency call notificationsCall Reporting Plus • All features from the Basic license

• Recording library evaluations and scorecards

• External link generator

• Retention policies

• Snippet tool

• Playback speedsCall Reporting Realtime • All features from the Plus license

• Realtime agent license

• Agent dashboards

• Additional agent reports

• Alerts and triggers

Ordering process



Chapter 4: Initial setup and connectivity

Initial setup and connectivity checklistThe following checklist outlines installation and network connectivity tasks for BPs to perform inthe Cloud environment.

No. Task

1 Install the IP Office and IP Office Contact Center or Avaya Contact CenterSelect Cloud instances in the virtual infrastructure.

With IP Office, you can also provide unique per-instance configuration data.2 Set up connectivity between your network and the enterprise network. You

must also help the enterprise to set up endpoints.

Installing Cloud product instancesAbout this taskIn Powered by Avaya, BPs are responsible for installing IP Office, IP Office Contact Center, andAvaya Contact Center Select Cloud instances.In addition to VMware and VMware HA:

• IP Office also supports Amazon Web Services (AWS), Microsoft Hyper-V, and Kernel-basedVirtual Machine (KVM) hypervisors. KVM is only supported in the Powered by Avaya Cloudenvironment, and not in CPE deployments.

• IP Office Contact Center also supports the AWS and Microsoft Hyper-V.

Before you begin• It is recommended to have a DHCP server in your network.• Set up a virtual machine (VM). For information about VM requirements on:

- IP Office, see Deploying Avaya IP Office™ Platform Servers as Virtual Machines.- IP Office Contact Center, see Avaya IP Office Contact Center Reference Configuration.



- Avaya Contact Center Select, see Deploying Avaya Contact Center Select SoftwareAppliance.

• For IP Office:

1. Deploy the OVA or KVM file, or the Hyper-V or AWS instance.

For OVA deployments with VMware, you can provide unique per-instance or commoninstance configuration data. With AWS deployments, you must provide unique per-instance configuration data.

2. Complete the IP Office Cloud server installation.

You can also set up a secondary server or expansion systems, such as IP500 V2, withIP Office. For secondary and Linux expansion systems, the standard IP Office OVA mustbe used so that it can be ignited.

• For IP Office Contact Center:

1. Deploy the VMware, Hyper-V, or AWS instance.

For VMware deployments, you must first create the OVA file and then deploy it asdescribed in the Avaya IP Office Contact Center OVA Installation for Powered by Avayazip file. This zip file is available at http://support.avaya.com/ with the Powered by Avayadocumentation.

For Hyper-V deployments, see Avaya IP Office Contact Center Core Installation TaskBased Guide.

AWS deployments are described in Amazon Web Services deployments for IP OfficeContact Center on page 44.

2. Complete the IP Office Contact Center Cloud server installation.

• For Avaya Contact Center Select:

1. Use the Avaya Aura® Media Server OVA to create the Avaya Aura® Media Server virtualmachine and then complete the deployment.

2. Use the Avaya Contact Center Select ISO image to create the Avaya Contact CenterSelect virtual machine and then complete the deployment.

Avaya Contact Center Select are loaded on the Avaya Operations Support System (OSS)WebLM. The WebLM client ID mechanism identifies each license.

Information about the order of setup and configuration tasks for Avaya Contact Center Selectis available in Avaya Contact Center Select configuration checklist on page 73.

Next stepsSet up access to management tools and set up network connectivity for the enterprise.

Installing Cloud product instances


http://support.avaya.com/


Configuration data for IP Office deploymentsIP Office VMware deployments

Providing unique per-instance configuration data for IP OfficeAbout this taskWith VMware deployments, when deploying virtual machines, there might be a need to passunique per-instance configuration data to the virtual machine at first boot that goes beyond thedefault settings. This is an optional capability that gives the Business Partner more flexibility andcustomization options. You can do this in vCenter by adding labels.

Procedure1. Deploy the Partner Hosted OVA and do not start it.

2. In vCenter, do the following:

a. Right-click on the virtual machine.

b. From the virtual machine, navigate to Edit Settings > Options > vApp options >Advanced > Properties.

c. Click New and edit the label.

Label options

The label can be one of the following:

Label Data Descriptionuser-data This is a string with a default value of:

Hostname:HOSTNAME|TimeZone:America/New_York|NtpServer:0.pool.ntp.org|Companding:MULaw|Mode:Primary|WebLMIP:IPADDRESS|RootPass:PASSWORD|AdminPass:PASSWORD|SysPass:PASSWORD

• Hostname is the IP Office host name.

• TimeZone is the time zone of IP Office following Linux standard time zones. Formore information, see https://en.wikipedia.org/wiki/List_of_tz_database_time_zones.

• NtpServer is the NTP server used to set the time of IP Office.

• Companding is set to ALaw or MULaw.

• Mode must always be set to Primary.

• WebLMIP is the IP address of the OSS WebLM Server.

• RootPass is the root password of the IP Office server.

• AdminPass is the administrator password of IP Office.

• SysPass is the system password of IP Office.

Table continues…

Initial setup and connectivity


https://en.wikipedia.org/wiki/List_of_tz_database_time_zones

https://en.wikipedia.org/wiki/List_of_tz_database_time_zones


Label Data Descriptionsnmp-data This is a string with a default value of:

SNMPPort:161|SNMPCommunity:public|SNMPDeviceID:111|TrapIP:IPADDRESS|TrapPort:162|TrapCommunity:public|TrapSecurity:warnings

SNMPPort, SNMPCommunity, SNMPDeviceID, TrapIP, TrapPort,TrapCommunity, and TrapSecurity can be configured and will set thecorresponding SNMP setting in IP Office.

ealarms-data This is a string with a default value ofEmail:[email protected]

This will set the IP Office to send alarms to the email address you specify.

Providing common instance configuration data for IP Office with Powered by AvayaAbout this taskWith VMware deployments, a mechanism using DHCP is available to allow certain ignition or ICUparameters to be configured. If you configure your DHCP server to have a custom scope by givingIP addresses to the IP Office, then you can identify certain values before the system is available.For example, you can change the time zone on all your instances to a particular time zone.

Procedure1. On your DHCP server, set up scope option 200 with the name avaya-config.

2. For this scope option, set the string definition as follows:TimeZone:Europe/Dublin|Companding:ALaw|WebLMIP:IPADDRESS|WebLMCLID:CLID

• TimeZone is the time zone of IP Office.

• Companding must be set to ALaw or Mulaw.

• WebLMIP is the IP address of the OSS WebLM server.

• WebLMCLID is the WebLM Client ID of IP Office.

Amazon Web Services deployment configuration for IP OfficeThe Amazon instance must have the hard disk size set to 100 GB or higher to work.With an AWS deployment, you must pass unique per-instance configuration to the instance duringspin-up using Amazon User Data. Before the instance is brought up, enter user data for theInstance using the following format:data=Hostname:HOSTNAME|TimeZone:America/New_York|NtpServer:0.pool.ntp.org|Companding:MULaw|Mode:Primary|WebLMIP:IPADDRESS|RootPass:PASSWORD|AdminPass:PASSWORD|SysPass:PASSWORD,ealarms-data=Email:[email protected],snmp-data=SNMPPort:161|SNMPCommunity:public|SNMPDeviceID:111|TrapIP:195.90.111.81|TrapPort:162|TrapCommunity:public|TrapSecurity:warnings

The example in the following image shows where to add the Amazon User Data:

Installing Cloud product instances



All data after Syspass:PASSWORD is optional.

For detailed information about AWS deployments on IP Office, see Deploying Avaya IP Office™Platform Servers as Virtual Machines.

Kernel-based Virtual Machine deployment configuration for IP OfficeKVM is supported on qemu with CentOS 6 and 7.KVM deployment steps are very similar to the VMware Hyper-V deployment steps for CPE, whichare described in Deploying Avaya IP Office™ Platform Servers as Virtual Machines. As withHyper-V deployments, the profiling information is 20% higher for CPU resources.

Amazon Web Services deployments for IP Office Contact CenterFor IP Office Contact Center Amazon Web Services (AWS) deployments, you must have theappropriate AWS EC2 instance as outlined below. Complete the standard configuration to finishsetting up AWS and create a Windows Server 2016 instance on the AWS platform. Use the IPOffice Contact Center ISO to install IP Office Contact Center on your virtual machine.The following table shows the number of agents and related instance models:

Component Up to 100 agents 101 to 250 agentsEC2 instance model M4.xlarge M4.4xlargevCPUs 4 12RAM 16 GB 32 GBDisk space 500 GB 900 GBOperating system Windows Server 2016, Standard 64–bit Edition




Setting up network connectivity and componentsAbout this taskThe following procedure provides guidelines for setting up network connectivity between theprovider network and the enterprise site. Ensure you have access to management componentsand help the enterprise set up required endpoints.

Before you beginWith Powered by Avaya, install the Cloud product instances.

Procedure1. Ensure you have access to the following management tools:

• IP Office Web Manager and IP Office Manager.

• IP Office Contact Center web administration portal.

• IP Office Contact Center User Interface for Windows.

• Avaya Contact Center Select server and web administration services, such as CCMAand CCMM.

2. Connect the enterprise network to the Cloud data center.

Specify the external, public IP address that the enterprise uses to connect to theCloud server.

With Powered by Avaya, you can use a Public or Private Network connection.

3. For Powered by Avaya with IP Office, if you require a second LAN interface in addition tothe default LAN, see Deploying Powered by Avaya IP Office (Virtualized) for BusinessPartners.

4. Ensure your network and the enterprise network are able to support good audio quality.

For detailed information about quality of service and bandwidth requirements, seePowered by Avaya IP Office (Virtualized) Reference Configuration for Business Partners.

5. Work with the enterprise to set up endpoints.

Note:• IP Office leverages standard signaling protocols, such as SIP and H.323. Some

routers can manipulate SIP and H.323 through the Application Level Gateway(ALG). IP Office requires that any ALG for SIP or H.323 be disabled to ensureproper operation.

• If you configure a basic user license for a 96x1 endpoint, you must set the RemoteWorker option, because the service is over the internet. Otherwise, the phone willnot log in or register correctly.

Setting up network connectivity and components



Configuring a second LAN interface for Powered by Avaya with IPOffice

About this taskBy default, Powered by Avaya supports a single LAN interface (LAN1). Use this procedure if yourequire a second LAN (LAN2).

Procedure1. Using VSphere, add the new network adapter when the machine is off, or if it is on, add the

network adapter and restart the machine.

2. From the IP Office Web Manager Platform area, do the following:

a. Navigate to Settings > System and configure eth1.

b. Save and wait for the process to complete.

Quality of service requirementsTo achieve good voice quality, the enterprise network must meet certain requirements. The termsused to describe acceptable voice quality are toll quality and business communication quality.Optimal voice quality is toll quality, but business communication quality is well suited for mostenterprises. Business communication quality is not as high as toll quality, but is still much betterthan cell phone quality.

The following table provides guidelines for network delay, jitter, and packet loss. Even if theenterprise network meets these requirements, other factors might still negatively impact voicequality.

Table 5: Quality of Service (QoS) requirements

Requirements DescriptionNetwork delay Voice quality:

• To obtain toll quality, the delay cannot exceed 80 millseconds(ms).

• To obtain business communication quality, the delay must bebetween 80 to 180 ms. Business communication quality issuitable for most enterprises.

• Delays exceeding 180 ms provide a lower quality than businesscommunication quality, but this might still be acceptable forsome enterprises.

Table continues…




Requirements DescriptionNetwork jitter To achieve optimal voice quality, the average jitter must be less

than half the network packet payload. This value can varydepending on the type of service the jitter buffer has in relation toother buffers and to the packet size used.

Assuming the packet size is 20 ms, to prevent problems withvoice quality, the network jitter must not exceed 20 ms.

Network packet loss Voice quality:

• To obtain toll quality, the packet loss cannot exceed 1%.

• To obtain business communication quality, the packet losscannot exceed 3%.

• Packet losses exceeding 3% might result in signallinginterferences.

When transporting voice over low speed links, normal data packets can prevent or delay voicepackets from getting across the link. This voice transportation can result in unacceptable speechquality. To ensure low speech latency and help maintain sufficient voice quality, you can implementanother Quality of Service (QoS) mechanism, such as a QoS router, on the traffic routers andswitches in the network.

Setting up network connectivity and components



Chapter 5: Configuration

The following sections provide configuration information for Cloud deployments.

Important:

This chapter does not provide comprehensive information about standard configuration optionsavailable in CPE deployments.

IP Office configurationIn the Cloud environment, many IP Office settings are configured automatically. You can performmost other IP Office configuration and administration tasks using IP Office Manager. You caninstall and launch IP Office Manager from IP Office Web Manager. This document does notdescribe how to use IP Office tools and how to configure IP Office in a CPE deployment.

For a list of IP Office settings that are configured automatically, see Powered by Avaya IP Office(Virtualized) Reference Configuration for Business Partners.

For information about using IP Office Manager and IP Office Web Manager, see the followingdocuments:

• Administering Avaya IP Office™ Platform with Manager

• IP Office Web Manager for Server Edition and Standard Mode

IP Office configuration checklistThe following checklist outlines the configuration tasks you must perform on IP Office. Many ofthese configuration tasks are the same as the configuration tasks you must perform for CPEdeployments.

No. Task

1 Perform IP Office Contact Center or Avaya Contact CenterSelect configuration on IP Office.

2 Configure the time zone and NTP server.

Table continues…



No. Task

3 Configure the WebLM client ID and URL.

WebLM is embedded within OSS. For information aboutconfiguring OSS and the embedded WebLM, see DeployingAvaya Operations Support System.

4 Enable SIP and H.323 registrars in IP Office Manager.5 Configure SIP trunks in IP Office Manager. The exact

configuration process can vary slightly depending on your SIPtrunk provider.

6 You must configure users on IP Office. You can also associatean extension with a user, or add users to groups or hunt groups.

Use IP Office Manager in Configuration mode to configureusers, extensions, hunt groups, and other types of user groups.For more information, see Administering Avaya IP Office™

Platform with Manager.7 Configure IP Office endpoints or stations for each user.

You can configure automatic user synchronization with AvayaSpaces to facilitate IM capabilities and enable auto provisioningfor IP Office users. For more information, see “Avaya SpacesConfiguration” in Avaya IP Office™ Platform SIP TelephoneInstallation Notes.

8 Configure emergency call handling in IP Office.

Important:

Do not use soft clients to make emergency calls. The usersof soft clients must use a hard phone, such as a deskphone or a mobile phone, to make an emergency calldirectly through the PSTN, if required.

9 Configure Voicemail Pro for users by logging in with yourAdministrator account and password.

The IP address might vary for Powered by Avaya deployments.

You must configure the voicemail system for each user in IPOffice Manager. For more information, see Administering AvayaIP Office™ Platform with Manager.

10 Optionally configure fallback twinning to route calls to a twinningnumber in case the IP Office system cannot detect your normalextension.

11 Optionally configure Hybrid Cloud, which enables you to deployan IP500 V2 expansion system in the Cloud.

12 Optionally configure Avaya Call Reporting, which enables you toview call reports and monitor agents in real time. For moreinformation, see Avaya Call Reporting Installation Guide.

IP Office configuration



Launching IP Office ManagerBefore you begin

• Log in to IP Office Web Manager with your administrator credentials. You can access IPOffice Web Manager with the URL https://<IP Office public IP address>:7070.

• Install the latest Java Runtime Environment (JRE) version.

ProcedureIn the Web Manager menu bar, click Applications and then IP Office Manager.

The system automatically loads the IP Office configuration file from the primary server. To load analternate IP Office configuration file, select the appropriate server.

ResultThe system checks if Manager is installed. The system also checks for the version of Managerthat is installed.The system prompts you to download and install the latest version of Manager in the followingsituations:

• If the version of Manager is not the latest.• If Manager is not installed.

Next stepsDo one of the following:

• Click OK, to open the current version of Manager that the system has detected.• Download and install the latest version of Manager. Then restart your browser.• Select Start > Programs > IP Office > Manager to open Manager directly from the

computer.

Verifying IP Office Manager preferencesBefore you beginLaunch IP Office Manager.

Procedure1. In IP Office Manager, navigate to File > Preferences.

2. Confirm that the SE Central Access check box is selected.

3. Ensure that the following four check boxes are not selected:

• Set Simplified View as Default• Default to Standard Mode

Configuration



• Use Remote Access• Consolidate Solution to Primary Settings

4. If you make any changes, click OK.

IP Office Contact Center configuration on IP OfficeYou must use IP Office Manager to complete initial IP Office Contact Center setup required tointegrate IP Office and IP Office Contact Center in the Cloud environment.

Configuring agent extensionsBefore you begin

• Have the starting extension and extension range. An example of an extension range is 2100to 2109.

Procedure1. In IP Office Manager, navigate to the Configuration page.

2. For each extension beginning with the starting extension, do the following:

a. Right-click Extension, and select New > H.323 Extension.

b. In Base Extension, enter the extension number.

c. Click OK.

Reserving global licensesProcedure

1. In IP Office Manager, navigate to the License page.

2. Click the Remote Server tab.

3. In the Reserved Licenses section, do the following to reserve global licenses:

a. Set VM Media Manager to 1.

b. Ensure that VMPro TTS Professional is set to 0.

The Cloud solution does not provide TTS licenses.

4. Click OK.

Setting the contact center typeProcedure

1. In IP Office Manager, navigate to Contact Center on the System page.

2. In Contact Center, from the Contact Center Application drop-down menu, select AvayaIP Office Contact Center.

3. Click OK.




4. Click File > Save Configuration to save all changes to the IP Office server.

Although warnings regarding insufficient passwords can be ignored, Avaya recommendsthat you review the warnings and perform the appropriate configuration corrections beforeconcluding installation.

Avaya Contact Center Select configuration on IP OfficeDetailed information about configuring IP Office for Avaya Contact Center Select is available in the“IP Office configuration” part of Deploying Avaya Contact Center Select Software Appliance. For asummary of key tasks, see Configuring IP Office for Avaya Contact Center Select on page 75.

Configuring the time zone and NTP serverProcedure

1. In a browser, enter the Web Control URL https://<Public IP Office IPAddress>:7071.

2. Log in with your PartnerAdministrator credentials.

3. Click Settings and then click System at the top of the page.

4. Navigate to the Date and Time section, and select the proper time zone from theTimezone drop-down menu.

5. Confirm that the NTP Servers dialog box displays the correct information for yourdeployment.

The NTP settings vary for Powered by Avaya deployments.

6. If either of these servers is missing, add the required server to the list.

7. Click Save.

8. Accept the server reboot warning.

Allow several minutes for the reboot to finish.

9. Launch the IP Office System Status application (SSA) from Start > All Programs > IPOffice > System Status.

10. Confirm that the correct time of day displays in the lower right corner.

If you recently changed the time zone configuration, allow 5 to 10 minutes for the IPOffice clock to sync with the NTP server.

Configuration



Configuring WebLM settings in IP Office ManagerAbout this taskUse IP Office Manager to configure WebLM settings in IP Office for Powered by Avayadeployments.

Before you beginLog in to IP Office Manager.

Procedure1. In IP Office Manager, navigate to License > Remote Server.

For more information about the settings in IP Office Manager, see “License | RemoteServer” in Administering Avaya IP Office™ Platform with Manager.

2. In Domain Name (URL), enter https:// followed by the DNS name or IP address of theOSS server.

Note:

Do not use the loopback address 127.0.0.1.

3. In URN, enter the last part of the WebLM URL that comes after the port number.

For example, /WebLM/LicenseServer.

After you complete the steps above, the complete WebLM URL appears in WebLMaddress. An example of this complete URL is https://oss.example.com:52233/WebLM/LicenseServer.

4. (Optional) If required, change the port number.

5. Enter the WebLM ID generated by OSS.

For secondary and Linux expansion systems, the standard IP Office OVA must be used sothat it can be ignited.

6. Restart IP Office after you update any WebLM settings.

ResultThe system should be in WebLM Normal mode. If it is not, check the System Status Applicationalarms for licensing issues.

Enabling SIP and H.323 registrarsAbout this taskSIP and H.323 registrars are disabled by default for security reasons. Use this procedure toenable SIP and H.323 registrars using IP Office Manager.




Procedure1. In IP Office Manager, navigate to LAN<Interface number> > VoIP.

You can enable separate SIP registrars on LAN1 and LAN2.

2. Select the H.323 Gatekeeper Enable check box.

3. Select the H323 Remote Extn Enable check box.

4. Select the SIP Registrar Enable check box.

5. Select the SIP Remote Extn Enable check box.

6. In UDP Port, enter 5056.

7. In TCP Port, enter 5056.

8. Select the TLS check box.

9. In SIP Domain Name and SIP Registrar FQDN, enter the appropriate values.

10. Save your changes.

Configuring SIP trunksAbout this taskThe following procedure provides guidelines for configuring SIP trunks in IP Office Manager. Theexact configuration process might vary depending on your SIP trunk provider.If you are using Avaya SBCE, see Upgrading Avaya Session Border Controller for Enterprise forinformation about configuring trunks.

Before you begin• You must know the IP address of both ends of the trunk.• Ensure that Maximum SIP Sessions in System > Telephony is set to a value higher than

zero. The Maximum SIP Sessions setting determines the number of SIP Trunk Channellicenses reserved for concurrent SIP sessions on any SIP trunks provided by the server.

Procedure1. In the Manager navigation pane, right click Line and select New > SIP Line.

2. Record the Line Number value that appears on the SIP Line page for use later.

3. In the ITSP Domain Name field, enter the far end's ITSP Proxy Address.

4. Use the default values for the remaining fields.

5. Select the Transport tab.

6. In the ITSP Proxy Address field, enter the IP Address of the far end.

7. If the Layer 4 protocol is TCP or UDP, change the value in Send Port and Listen Port to5056.

Configuration



8. Select the SIP URI tab.

9. Click Add.

10. Enter values for the Incoming Group and Outgoing Group fields.

You can use the Line Number from the SIP Line tab for both values.

11. In the Manager navigation page, select Incoming Call Route.

12. On the Standard tab, in the Line Group ID field, enter the Line Number from the SIPLine tab.

13. Select the Destinations tab.

14. In the Destination column, replace the value with a period (“.”).

15. In the Manager navigation pane, select Short Code.

16. Add a short code to dial the trunk you have just added.

17. Save the configuration to IP Office.

ResultOne end of the trunk is now configured.

Next stepsProvide the configured SIP trunk parameters to the SIP trunk broker to use when configuring thefar end of the trunk.

Configuring emergency callsAbout this taskEmergency call handling is based on mapping a set of phone numbers to a physical streetaddress. The mapping is maintained by the SIP trunk provider.When the enterprise places an emergency call, the trunk provider routes the call based on thecalling line ID. The call routes to the Public Safety Answering Point (PSAP) that handlesemergency calls in the geographic area of the caller.

Important:Do not use soft clients to make emergency calls. The users of soft clients must use a hardphone, such as a desk phone or a mobile phone, to make an emergency call directly throughthe PSTN, if required.

Procedure1. Provide the SIP trunk broker with a set of Emergency Location Identification Numbers

(ELINs) and their mapping to physical locations.

ELINs are special phone numbers that can be defined for each enterprise site or for eachbuilding or floor.




2. Configure IP Office to send the ELIN of the caller’s location as the calling line ID inemergency calls.

For each enterprise location, you must configure a Location record and a respectiveEmergency ARS table in IP Office.

Each Emergency ARS points to a Line Group ID of a SIP URI Channel on the SIP trunk.

Each SIP URI Channel is dedicated to a particular enterprise location and specifies itsrespective ELIN as the calling line ID to set on outgoing calls.

3. Configure each site as one Location and configure IP Office to identify at which configuredLocation the calling endpoint is. Do one of the following:

• Configure the Extension record of each phone statically to belong to the respectiveLocation.

• Configure IP Office to identify the Location automatically based on the public IP addressof the site that the endpoint registers from.

The router or NAT in the enterprise site must have a static IP address. The static IPaddress can be provided with the Business Internet service from some ISPs. Configurethe static public IP address in the IP Office Location record for the site as the subnetaddress with a mask of 255.255.255.255.

Endpoint configurationBPs must work with the enterprise to configure endpoints and telephony applications. You canconfigure endpoints with or without staging. The staging process is the most secure.

In the less secure configuration alternative without staging, the phone does not authenticate theserver with the initial HTTPS connection. If the initial phone connection to HTTPS is hijacked to anattacker’s file server, the fraudulent file server can become trusted by the phone, and provide amisleading settings file to the phone. This could result in the phone registering to a fraudulent callserver, which would comprise the integrity and confidentiality of user calls. This type of attackwould require a lot of technical knowledge and would also require access to the local network ofthe user to hijack the initial HTTPS connection. Therefore, the risk is low and might be acceptablefor some deployments. If the enterprise has higher security requirements where this risk isunacceptable, then you must stage the phones in a controlled environment.

Configuring endpoints with stagingAbout this taskFor secure network interactions, stage the 96x1 H.323 phones with a staging file server in asecure environment before installation. The staging file server can be an IP Office or anotherHTTP server.

Procedure1. Obtain the files for phone firmware version 6.6 and the 96x1Hupgrade.txt file, which is

included with IP Office.

Configuration



2. Obtain the root CA certificate used to sign the IP Office identity certificate.

• If the trust policy selected for the IP Office uses a well-known public CA, download thePEM-encoded root CA certificate from the CA’s web site.

• If the trust policy selected for the IP Office uses the internal CA, download the PEM-encoded root CA certificate from IP Office. In IP Office Web Manager, navigate toSettings > General > Certificates > CA Certificate > Download (PEM-encoded).

3. Record the file name of the root CA certificate.

By default, the file name is assumed to be root-ca.pem. If the file name is different, youcan rename the file.

4. Obtain and edit the phone settings file.

a. Get the automatically generated settings file from the IP Office Cloud by opening aweb browser and navigating to one of the following addresses:

b. Open a text editor such as Notepad and copy the text from the settings file.

c. Add the following settings to the file under SETTINGS 96X1.

Table 6: Staging file settings

Settings to add to staging filewith example value

Description

SET NVTLSSRVRipo-001.example.com

The example ipo-001.example.com must be replacedwith the FQDN of the Cloud IP Office.

If the IP Office is using an identity certificate issued by itsown internal CA, and if the IP Office does not have anFQDN that is resolvable in DNS, then replaceipo-001.example.com with the public IP address ofthe Cloud IP Office.

SET NVHTTPSRVRipo-001.example.com



SET NVMCIPADDipo-001.example.com



Table continues…




Settings to add to staging filewith example value

Description

SET TRUSTCERTS root-ca.pem

The filename of the root CA certificate.

Note:

Depending on the file server type, additional configurationmight be required for the file server to store files withthe .pem extension. You can rename the file withthe .txt extension.

SET TLSSRVRVERIFYID 1 When set to 1, the phone verifies that the IP address ofthe contacted server, as set in NVTLSSRVR, matches theCloud identity certificate.

SET HTTPPORT “80” TCP port number used for downloading HTTP files from astaging file server.

Automatically generated settings files from IP Office Cloudpoint telephones to use HTTP port 8411 for downloads.Adding this line under SETTINGS 96X1 in the staging fileinstructs phones to use the standard HTTP port 80 duringthe staging process.

d. Save the 46xxsettings.txt file.

5. Place all the files you obtained on the staging file server.

6. Connect the phone to the secure network.

You can use DHCP option 242 or static programming to initially point the phones to thestaging file server IP address. For more information, see Administering Avaya IPDeskphone 9608/9608G/9611G/9621G/9641G/9641GS H.323 at http://support.avaya.com.

The phone contacts the staging file server using HTTP, gets the upgrade file, the stagingsettings file, and the trusted root CA certificate. If the phone is not already at version 6.6,the phone downloads version 6.6 firmware from the staging server.

ResultAfter staging, the phone is shipped to the enterprise site. The phone connects securely to IPOffice through HTTPS over TLS using the NVTLSSRVR IP address and port 411. The phone getsthe 96x1Hupgrade.txt file and the auto-generated 46xxsettings.txt file. The auto-generated 46xxsettings.txt specifies the HTTP port 8411 settings.

When a new firmware version is available, the phone downloads the firmware files through HTTPon port 8411.

Endpoint configuration without stagingYou can choose to configure endpoints without staging using one of the following procedures. Thisapproach is less secure than the staging approach.

Configuration


HTTP://SUPPORT.AVAYA.COM/


Using an internal Certificate Authority or a third party Certificate AuthorityAbout this taskIf you are using the IP Office internal CA, you need to generate the IP Office identity certificate sothat it includes the IP Office public IP address in a Subject-Alt-Name entry. The identity certificatesissued by third-party certificate authorities include only the IP Office FQDN or a wild-card FQDN.Public CAs do not usually support IP addresses. To ensure success in configuring endpoints whenusing third-party certificates, the phones can be provisioned with the IP Office FDQN either bystaging or through the manually-edited settings file as specified in this procedure.

Procedure1. If you have an identity certificate issued by a third party CA, install the certificate on IP

Office before installing phones.

The identity certificate must include the IP Office FQDN.

Warning:

If phones have previously been installed and provisioned to trust the IP Office internalCA, and you later install an identity certificate issued by a different CA, the phones canget locked out. If this situation occurs, the configuration of the phones must be cleared.

Important:

You do not need to perform this step if you want to use an identity certificate generatedby the IP Office internal CA.

2. Obtain the PEM-encoded root CA certificate of the CA that issued the IP Office identitycertificate.

• If the trust policy selected for the IP Office uses a well-known public CA, download thePEM-encoded root CA certificate from the CA’s web site.

• If the trust policy selected for the IP Office uses the internal CA, download the PEM-encoded root CA certificate from IP Office. In IP Office Web Manager, navigate toSettings > General > Certificates > CA Certificate > Download (PEM-encoded).

3. Record the file name of the root CA certificate.

By default, the file name is assumed to be root-ca.pem. If the file name is different, youcan rename the file.

4. Place the file of the root CA certificate on the IP Office.

• If you are using the File Manager, which is accessible from the Applications menu inWeb Manager, then navigate to the Folders list and place the file at Disk/system/primary/.

• If you are using Embedded File Management in IP Office Manager, then place the fileat /opt/ipoffice/system/primary/.




5. Get the automatically generated settings file from the IP Office Cloud by opening a webbrowser and navigating to one of the following addresses:

• https://<FQDN of IP Office Cloud>/46xxsettings.txt for the third-partyCA.

• https://<Public IP Address of IP Office Cloud>/46xxsettings.txtfor the internal CA.

6. Open a text editor such as Notepad and copy the text from the settings file.

7. Add the following lines in the 96x1 settings area of the file under SETTINGS 96X1:

• If the IP Office is using its internal root CA certificate:## The following two lines were manually addedSET TRUSTCERTS root-ca.pemSET TLSSRVRVERIFYID 1

• If the IP Office is using an identity certificate issued by a third-party:## The following five lines were manually addedSET TRUSTCERTS root-ca.pemSET TLSSRVRVERIFYID 1SET NVTLSSRVR ipo-001.example.com SET NVHTTPSRVR ipo-001.example.comSET NVMCIPADD ipo-001.example.com

You must replace ipo-001.example.com with the FQDN of the IP Office instance.

8. If required, modify the text root-ca.pem on the TRUSTCERTS line to match the name ofthe root CA certificate file you placed on IP Office in step 4 on page 59.

9. Save the manually edited 46xxsettings.txt file and place the file on IP Office at thepaths described in step 4 on page 59.

10. When you are ready to set up the phones, use the CRAFT menu on each phone to set theHTTPS Server IP Address parameter to the public IP address of IP Office.

If the IP Office is using its internal root CA certificate, set the following additionalparameters to the public IP address of IP Office:

• HTTP Server IP Address

• Call Server IP Address

11. Reboot the phone.

The phone displays error messages and might automatically reboot again afterapproximately 20 seconds.

12. If the phone does not reboot automatically, reboot the phone again manually.

After the second reboot, the phone will connect to IP Office successfully.

Using DHCP option 242About this taskIf you can set up DHCP Scope options on the DHCP server at the local site where the phones arebeing installed, you can use the following variant of the above procedure. This variant delivers the

Configuration



server’s FQDN to the phone through DHCP option 242, so you do not need to provide the FQDNfrom the settings file or enter the server IP address on the phone's CRAFT menu.

Procedure1. In the Scope options for the DHCP server, enter the following line to configure option 242:

TLSSRVR=ipo-001.example.com,HTTPSRVR=ipo-001.example.com,MCIPADD=ipo-001.example.com

You must replace ipo-001.example.com with the FQDN of the IP Office instance.

2. Follow steps 1 on page 59 to 6 on page 60 in the previous procedure.

3. Add the following lines in the 96x1 settings area of the file under SETTINGS 96X1:SET TRUSTCERTS root-ca.pemSET TLSSRVRVERIFYID 1

4. Follow steps 8 on page 60 and 9 on page 60 in the previous procedure.

ResultWhen you install a new phone or use the CRAFT menu to clear an existing phone, the phone willget the server FQDN from the DHCP and will successfully connect to the server.

Fallback twinningFallback twinning enables the system to redirect user’s calls to a twinning number when thesystem cannot detect user’s normal extension. You can use fallback twinning even if mobiletwinning is disabled.For more information about twinning, see “Twining Your Phone” in Using Self-Administration. IPOffice Manager settings for twinning are described in Administering Avaya IP Office™ Platformwith Manager.

Hybrid Cloud configurationThe following sections describe how to configure Hybrid Cloud functionality, which allows you toconfigure communication with IP500 V2 expansion systems.

Configuring the IP500 V2 expansion systemBefore you begin

• The IP500 V2 expansion system must be in the private IP address subnet and the IP Officeprimary server must be in the public IP address subnet.

• IP500 V2 must be on the same load as the primary IP Office server.

Procedure1. Upgrade the IP500 V2 system to the Cloud load on the IP Office server.




2. Run the IP Office Initial Configuration Utility (ICU) and complete the following details:

a. For System Type, select Server Edition Expansion.

b. Select the Activate IP Office Select Mode check box.

c. If an old connection needs to be retained, select the Retain Configuration Datacheck box.

d. Select the Hosted Deployment check box for Powered by Avaya deployments.

e. Complete the System Name field.

You can use a mixture of numeric or alphabetic characters.

f. Complete the Web Socket Password field to establish an SCN line with the primaryIP Office server.

g. From Locale, select the geographical region.

h. Select the appropriate LAN interface, and enter the appropriate IP address details.

This information is used to select Network Interface Cards (NICs) on IP Office.

i. Enter the IP address for the primary IP Office in Server Edition Primary.

j. Enter the IP address for the secondary IP Office in Server Edition Secondary.

k. Enter the DNS IP Address in DNS Serverl. Ensure DHCP Mode is set to Disabled.

3. To make and answer calls, configure the following settings in LAN1 > VoIP:

a. Select the H.323 Gatekeeper Enable check box.

b. Select the H.323 Remote Extension Enable check box.

c. Select the SIP Trunks Enable check box.

d. Select the SIP Registrar Enable check box.

e. In SIP Domain Name and SIP Registrar FQDN, enter the same values that are usedfor the primary IP Office server.

4. In LAN1 > Network Topology, configure the following settings:

a. In Pubic IP Address, enter the public NAT for the private IP500 V2 expansion systemon IP Office.

b. In Firewall/Nat Type, select Unknown.

c. Leave the other settings at their default values.

ResultAfter the configuration is complete:

• The SCN trunk is created for the IP500 V2 expansion system.• In License > Remote Server, the details are automatically populated based on the data

entered when you ran the ICU.

Configuration



Configuring the primary IP Office serverProcedure

1. Use the public address location to access the primary IP Office server.

The following is an example of the view you see:

2. Select Add > Expansion System and do the following:

a. Enter the public IP address of the IP500 V2 expansion system.

b. Click and click OK.

After the synchronization is complete, the public IP address automatically becomesthe IP address of the internal IP500 V2 expansion system.

3. For resiliency, select SCN Resiliency Options on the SCN trunk.

IP Office Contact Center configurationIn the Cloud environment, many IP Office Contact Center settings are configured automatically.For a list of IP Office Contact Center settings that are configured automatically, see Powered byAvaya IP Office (Virtualized) Reference Configuration for Business Partners.

As a BP, you must complete initial provisioning for IP Office Contact Center. You can performadditional configuration tasks, such as configuring agents and agent groups, from theAdministration module in the IP Office Contact Center User Interface for Windows or using theweb administration portal. You can access the Windows UI through an SSH protocol.

Use the following sections in combination with the IP Office Contact Center documentation.

IP Office Contact Center configuration



IP Office Contact Center configuration checklistInitial configurationThe following checklist outlines the configuration tasks you must perform in IP Office ContactCenter before you can make a call. These initial configuration tasks must be performed in order.

No. Task

1 Complete initial IP Office Contact Center provisioning.

You can provision IP Office Contact Center using one of thefollowing options:

• Configuration zip file

• Configuration Wizard screen in the web administration portal2 Configure automatic synchronization.

Once provisioning is complete, you must confirm that automaticsynchronization succeeded and create an IP Office Contact Centersynchronization account.

3 Configure user types in IP Office Manager after automaticsynchronization is complete. Set Avaya Communicator forWindows agents as power users. Other IP Office Contact Centeragents can be configured as basic users depending on the phonethey use.

4 Configure the WebLM client ID and URL.

WebLM is embedded within OSS. For information aboutconfiguring OSS and the embedded WebLM, see Deploying AvayaOperations Support System.

5 Configure additional agents and agent groups.

You can set up IP Office Contact Center agents, groups, andprofiles as part of the initial IP Office Contact Center provisioning.When setting up users, you can define privileges.

You can also create and edit agents and agent groups from the IPOffice Contact Center web administration portal or theAdministration module in the IP Office Contact Center UserInterface for Windows.

6 Configure call flows.

The initial provisioning configures the initial default call flowautomatically. To further refine and enhance call flows, you canconfigure IVR Editor and Task Flow Editor scripts to define IPOffice Contact Center telephony and dialer options in the IP OfficeContact Center User Interface for Windows. For more information,see Administering Avaya IP Office Contact Center IVR Editor andAdministering Avaya IP Office Contact Center Task Flow Editor .

Configuration



Additional configuration settingsThe following checklist outlines additional configuration you can perform in IP Office ContactCenter. The order in which you perform these additional configuration tasks is not important.

Task

Configure call recording.

You can integrate IP Office Contact Center with Media Manager. Calls are recorded withVoicemail Pro and the details of the complete recording are stored in the database of thecall recording application. You can search for and manage recordings using a webbrowser.Configure additional web components and plug-ins.

You can configure Wallboard, and SAP or Salesforce (SFDC) CRM connectors. For moreinformation, see the following:

• Using Avaya IP Office Contact Center Wallboard for information about setting up andusing Wallboard. The Wallboard component enables you to view and modify statistics.

• Avaya IP Office Contact Center Advanced Installation Task Based Guide forinformation about setting up CRM connectors. For usage information, see Using theAvaya IP Office Contact Center Salesforce Plug-In.

Customize the branding for the IP Office Contact Center Web User Interface.

This customization is optional.

IP Office Contact Center provisioningCarefully choose the appropriate provisioning method for IP Office Contact Center from thefollowing:

• Configuration spreadsheet

• Configuration Wizard in the web administration portal

Provisioning IP Office Contact Center with a configuration spreadsheetAbout this taskUse the following procedure to provision IP Office Contact Center using configuration files insteadof the Configuration Wizard in the administration portal. With this provisioning method, aConfiguration workbook spreadsheet in Excel is used to generate configuration files on a Windowscomputer. The workbook creates the following files:

• DataImport.zip: A zip archive containing .sql and summary.txt database files.

• DataImport.exe: A Windows executable that populates the IP Office Contact Centerdatabase.

• Configuration.csv: A table structured data file that configures the IP Office integrationfor IP Office Contact Center.




Procedure1. Download the blank Excel workbook from the IP Office Contact Center server to your

computer.

Using this version of the workbook guarantees compatibility between the workbook and theIP Office Contact Center that you are configuring.

2. Edit the workbook on your computer and complete all required fields.

a. Use the values from your deployment planning.

b. Enter the values as instructed with the Cloud-specific exceptions described in Configuring Cloud settings in the Excel workbook on page 66.

3. Activate Create Data Import to create the three configuration files.

4. Use the IP Office Contact Center web administration portal to:

a. Back up the current IP Office Contact Center database.

For more information, see Using the Avaya IP Office Contact Center WebAdministration Portal.

b. Upload and execute DataImport.zip and DataImport.exe to the IP OfficeContact Center server.

5. Use IP Office Manager to import Configuration.csv to IP Office.

6. Restart the system for your changes to take effect.

Next stepsAfter the system reboot is complete, verify the automatic synchronization process and thenconfigure agent user types in IP Office Manager.

Related linksVerifying automatic synchronization configuration on page 68

Configuring Cloud settings in the Excel workbookAbout this taskThe following procedure describes the Cloud-specific settings you must configure if you are usingthe Excel workbook to provision IP Office Contact Center.

Before you beginEnsure you have the Excel workbook open.

Procedure1. In the Base Data tab, do the following:

a. On the PBX panel, click the red “Change Me” cell, and enter the IP Office ContactCenter server hostname.

b. Change the IP Office service port from 8443 to 7070.

c. To use email and chat, enter the required email and chat server settings.

Configuration



For more information about populating email and chat server settings, see Avaya IPOffice Contact Center Email and Chat Services Task Based Guide.

Note:

For the chat server, in the Cloud, use the internal IP Office IP address rather thanthe public IP address. You can use the public IP address as the domain name.

2. In the Chap tab, do the following:

a. In Local IP Address, enter the IP Office Contact Center private IP address.

b. In PBX IP Address, enter the IP Office private IP address.

c. In SIP Domain, enter the IP Office server public IP address.

d. In DNS Server IP, enter the IP Office server private IP address.

e. Change PBX Signal Port from 5060 to 5056.

3. In the Agent Groups tab, do the following:

a. In the Email section, remove the three X values in the Task Type Email fields.

b. In the Email section, remove the three 0 values in the Sign Off Prevention fields.

4. In the Profiles tab, leave all fields blank.

5. In the following tabs, clear all fields in the Email section:

• Agents• Topics• Topic — AG Assignment

6. In the Job Codes and Time Off tabs, do not modify any settings.

Provisioning IP Office Contact Center with the web administration portalAbout this taskUse the following procedure to provision IP Office Contact Center using the Configuration Wizardin the web administration portal. Some configuration data is automatically populated in theConfiguration Wizard. For detailed information, see Using the Avaya IP Office Contact Center WebAdministration Portal.

Procedure1. Log in to the web administration portal.

The URL of the administration portal has the following format: https://xxx.xxx.xxx:28443/Administration, where xxx.xxx.xxx must be replaced with the host name orIP address of the IP Office Contact Center server.

The default user name is Administrator and the default password is Administrator.

2. Open the Configuration Wizard.

On first access, the Configuration Wizard starts automatically.




3. Complete the information in all sections and then preview and save your changes asdescribed under “Configuration Wizard” in the “Configuration options” chapter of Using theAvaya IP Office Contact Center Web Administration Portal.

Next stepsAfter the system reboot is complete, verify the automatic synchronization process and thenconfigure agent user types in IP Office Manager.

Verifying automatic synchronization configurationAbout this taskUse the following procedure to confirm that automatic synchronization succeeded.

Before you beginComplete IP Office Contact Center provisioning with the web administration portal ConfigurationWizard or the configuration spreadsheet.

Procedure1. Log in to IP Office Manager.

2. Select Configuration > User.Confirm that all agent users configured in IP Office Contact Center are also created inIP Office by automatic synchronization.

3. Select Short code.

a. Confirm that the IP Office Contact Center short code is available.

This short code is the dialled number that redirects incoming contact center calls tothe IP Office Contact Center SIP extension.

b. Confirm that the values in Code and Telephone Number match the values that youprovided when provisioning IP Office Contact Center.

4. Select Extension.

a. Select the extension used for the IP Office Contact Center SIP line.b. Confirm that Device type on the Extn tab is set to “IP Office Contact Center”.

Note:

If the display shows Unknown SIP Device instead, then IP Office ContactCenter has not successfully registered its SIP extension with IP Office. You willnot be able to make incoming calls with IP Office Contact Center until theregistration is complete.

Next stepsCreate the IP Office Contact Center synchronization account using the detailed procedure aboutcreating new accounts for automatic synchronization in Avaya IP Office Contact Center CoreInstallation Task Based Guide.

Configuration



Configuring agent user types in IP Office ManagerAbout this taskConfigure agents using Avaya Communicator for Windows as power users. Other IP OfficeContact Center agents can be configured as basic users depending on the phone they are using.

Procedure1. Log in to IP Office Manager using your PartnerAdministrator credentials.

2. Select Configuration.

3. Navigate to User in the Configuration column.

4. For each configured agent user, select the appropriate user type in the Profile field, andclick OK.

5. Click File > Save Configuration to download the changes to the IP Office server.

Although warnings regarding insufficient passwords can be ignored, Avaya recommendsthat you review the warnings and perform the appropriate configuration corrections beforeconcluding installation.

ResultInitial configuration is now complete. Agent and back office users can generate test calls by dialingthe IP Office Contact Center short code. They can also call each other by dialing assignedextensions. External Contact Center calls can be tested once the IP Office SIP trunk to the ITSP isconfigured.

Configuring centralized WebLM licensing information in IP OfficeContact Center

About this taskYou can track and edit WebLM license details in the administration portal and see a list ofdeployed IP Office Contact Center licenses.This procedure is only required if you are provisioning IP Office Contact Center using theconfiguration spreadsheet. Otherwise, the WebLM details are configured during initialconfiguration with the web administration portal Configuration Wizard.

Procedure1. Click Settings > License.

2. In WebLM address, enter the first part of the WebLM URL or location that comes beforethe port number.

You must provide an FQDN, not an IP address. For example, oss.example.com.

3. In Port Number, enter 52233 for Cloud deployments and 8443 for CPE deployments.




This is the WebLM port number.

4. In URN, enter the last part of the WebLM URL that comes after the port number.

For example, /WebLM/LicenseServer.

After you complete the steps above, the complete WebLM URL appears in WebLMaddress. An example of this complete URL is https://oss.example.com:52233/WebLM/LicenseServer.

5. Enter the WebLM Client ID generated by OSS.

6. Click Save.

Creating agents and agent groupsAbout this taskYou created initial agents and agent groups when provisioning IP Office Contact Center. Use thisprocedure to create additional agents and agent groups in the IP Office Contact Center UserInterface for Windows.

Procedure1. Navigate to the IP Office Contact Center User Interface for Windows Configuration module.

2. Configure a telephone extension for the agent you plan to add.

a. In the Telephone tab, click Create.

b. If prompted, select a PBX line for the telephone.

c. On the Create window, in Start no., enter the new telephone extension for the agent.

d. Click OK.

3. To create agents, perform the following actions:

a. In the Agent tab, click Create.

b. Enter a system name.

c. Enter a login name for the agent.

d. Enter the last name for the agent.

e. Select the Telephony check box.

f. Click the Password button, and provide the password for the agent extension.

g. Select the Telephony tab.

h. In Number, enter the extension of the agent configured in step 2 on page 70.

i. In Group assignment, add, move, or delete the telephony groups to which the agentis assigned if required.

j. Click OK when you finish creating the agent.

Configuration



For information about configuring agents and adding agent profiles, see Using the AvayaIP Office Contact Center Configuration and User Interface Configuration Modules.

4. To create agent groups, perform the following actions:

a. In the Agent groups tab, click Create.

b. Enter the required settings.

c. Click OK.

For information about configuring agents and adding agent profiles, see Using the AvayaIP Office Contact Center Configuration and User Interface Configuration Modules.

5. To create a virtual agent group, perform the following actions:

a. In the Agent groups tab, click Create virtual AG.

b. In the Name field, type ChromeAppAG as the name for the agent group.

c. Click OK.

Next stepsAssign all applicable agent groups to the virtual agent group ChromeAppAG.

Integrating IP Office Contact Center with CRM systemsAbout this taskThe following procedure provides guidelines for configuring IP Office Contact Center integrationwith the SAP CRM connector or Salesforce (SFDC) CRM plug-in. For detailed CRM installationand configuration instructions, see Avaya IP Office Contact Center Core Installation Task BasedGuide.

Procedure1. Open the CRM folder in the IP Office Contact Center installation package.

2. To set up the SAP connector, do the following:

a. Run the Contact Center ICI Connector installer and follow the instructions tocomplete the installation.

b. Add the SAP connector to IP Office Contact Center Watchdog if you want the SAPconnector to automatically start with IP Office Contact Center.

c. Configure the SAP connector and verify IP Office Contact Center settings.

3. To set up the SFDC plug-in, do the following:

a. Install the SFDC web application from https://appexchange.salesforce.com/ or http://www.salesforce.com/.

b. Add your custom logo to the SFDC plug-in.

c. Configure IP Office Contact Center server details in SFDC.



https://appexchange.salesforce.com/

http://www.salesforce.com/

http://www.salesforce.com/


d. Configure the soft phone layout for agents.

For more information, see http://help.salesforce.com/htviewhelpdoc?id=cti_admin_phonelayoutscreate.htm.

Customizing the user interface brandingAbout this taskWith the Powered by Avaya deployment, Business Partners can customize the default applicationbranding and logo on the Login and Home screens of the IP Office Contact Center Web UserInterface.

Procedure1. Create a custom branding directory on the server at:

C:\Program Files (x86)\Avaya\IP Office Contact Center\Tomcat WWW\webapps\branding

2. Add the new branding and Powered by Avaya logo images into the directory.

Your new images must meet the specifications described in Application branding and logospecifications on page 72.

3. Do the following:

a. Open the IP Office Contact Center Web User Interface and accept security certificatesif prompted.

The UI displays the default branding and logo images.

b. Close and reopen the UI to see the new custom images you added to the brandingdirectory.

Note:

You might to clear your browser cache to see the latest application branding and logoimages appear in the UI.

Application branding and logo specificationsWhen you customize the application branding and logo, your new images must meet the samespecifications as the default images.

Application branding specifications

Image format PNG

Image name • For the Login screen: brandname_login_image.png• For the Home screen: brandname_home_image.png

Size • For the Login screen: 256*97 pixels

Configuration


http://help.salesforce.com/htviewhelpdoc?id=cti_admin_phonelayoutscreate.htm

http://help.salesforce.com/htviewhelpdoc?id=cti_admin_phonelayoutscreate.htm


• For the Home screen: 292*28 pixels

Powered by Avaya logo specifications

Image format PNG

Image name poweredby_login_image.png for both screens

Size 118*96 pixels

Avaya Contact Center Select configurationYou can deploy Avaya Contact Center Select in the Powered by Avaya environment.

The following checklist provides the high-level configuration tasks for Avaya Contact CenterSelect. Use the instructions in the Avaya Contact Center Select documents that are referenced inthe checklist to perform each configuration task.

Avaya Contact Center Select configuration checklistThe following checklist provides the high-level configuration tasks for Avaya Contact CenterSelect. Use the instructions in the Avaya Contact Center Select documents that are referenced inthe checklist to perform each configuration task.

No. Task

1 Configure IP Office for Avaya Contact Center Select.

For more information, see the “IP Office configuration” part in DeployingAvaya Contact Center Select Software Appliance.

2 Deploy and configure the Avaya Aura® Media Server OVA followed by theAvaya Contact Center Select software appliance. This is also outlined in Installing Cloud product instances on page 40.

For more information, see the following chapters in Deploying AvayaContact Center Select Software Appliance:

• “Avaya Aura® Media Server OVA deployment”

• “Avaya Contact Center Select virtual machine deployment”

Table continues…

Avaya Contact Center Select configuration



No. Task

3 Provision Avaya Contact Center Select through the Ignition Wizard, whichruns after software deployment is complete. You can also set licensingdetails, such as the WebLM URL and CLID, during the Ignition process.

For general information about Ignition Wizard provisioning in a standardCPE deployment, see the procedure about configuring server installationdata in Deploying Avaya Contact Center Select Software Appliance.

4 Enable agent users in IP Office as Power users. This is required if theagents are logging into their phone sets from remote locations. In thiscase, the agent is deemed a Remote Worker by IP Office.

5 Ensure that root CA certificates on Avaya Contact Center Select aredeployed where necessary throughout the enterprise.

Secure communication is enabled on Avaya Contact Center Select bydefault. Security is controlled through the Avaya Contact Center SelectCertificate Manager application. When security is enabled, then for allclient machines running applications that communicate with AvayaContact Center Select, you must import the root CA certificate from theAvaya Contact Center Select certificate store as a trusted certificate onthe client machine. An example of this is the Agent Desktop applicationrunning on a client machine. In this scenario, the root CA certificate mustbe imported on the client machine for the Agent Desktop to operate.

For more information, see the secure TLS communications content inAvaya Contact Center Select Solution Description. A Security ReferenceGuide is also available as an application note at https://support.avaya.com/documents.

6 Optional: Create additional agents, skills sets, and Controlled DirectoryNumbers (CDNs) if required.

The sample agents, skill sets, and CDNs are created during the Ignitionprocess. The sample agents are assigned to the sample skill sets. Youcan create additional agents later by logging on to the CCMA web portal.For more information, see Administering Avaya Contact Center Select.

7 Optional: Create additional application flows if required.

The sample application flows are available out-of-the-box. Theseapplications provide sample customer service flows to callers afterinstallation and ignition. These application flows determine how thesystem handles the call.

You can create new application flows or modify existing ones to customizecaller experiences. You can do this by downloading and starting theContact Center Orchestration Designer application. For more information,see Using Contact Center Orchestration Designer and Avaya ContactCenter Select Advanced Administration.

Configuration


https://support.avaya.com/documents

https://support.avaya.com/documents


Configuring IP Office for Avaya Contact Center SelectAbout this taskThis procedure provides an overview of the key IP Office configuration steps for Avaya ContactCenter Select. For more information, see the “IP Office configuration” part in Deploying AvayaContact Center Select Software Appliance.

Procedure1. Configure the synchronization service account for Avaya Contact Center Select data

synchronization and then do the following:

a. Configure the contact center type from IP Office Manager by navigating to System >Contact Center.

b. After Avaya Contact Center Select completes ignition, test the synchronization serviceoperation by verifying that the sample agents have matching users created in IPOffice.

2. Verify the LAN and IP route configuration on IP Office.

3. Configure the SIP domain on IP Office and enable the appropriate transport details for theSIP registrar setting.

4. Configure a SIP user and extension for Avaya Contact Center Select to allow registrationwith IP Office to receive inbound SIP voice calls.

5. Configure a short code that associates the Avaya Contact Center Select CDNs or RoutePoints to the Avaya Contact Center Select SIP user extension.

6. (Optional) Configure contact recording.

7. Configure extensions for Avaya Contact Center Select agent users.

Avaya Contact Center Select Ignition Wizard out-of-the-boxconfiguration data

The Ignition Wizard populates out-of-the-box configuration data for Avaya Contact Center Select,including the following:

• IP Office details:

- IP Office IP address, port, and transport for SIP communication.

- SIP domain on IP Office.

- SIP user extension details for Avaya Contact Center Select communication with IP Office.

- IP Office system and service user account details.

Avaya Contact Center Select configuration



• Contact center sample data:

- Sample agents.

- Sample CDNs for call routing.

- Sample agent account passwords.

• Media server details.

• Licensing.

Note:

If required, you can update the WebLM centralized licensing details that were set duringthe Ignition process using the License Management Configuration tool.

• Multimedia configuration if multimedia contact types, such as email or web communications,are in use. This is optional.

For general information about Ignition Wizard provisioning in a standard CPE deployment, see theprocedure about configuring server installation data in Deploying Avaya Contact Center SelectSoftware Appliance.

Configuring Avaya WebLM centralized licensingAbout this taskConfigure Contact Center License Manager to use Avaya WebLM centralized licensing in anAvaya Contact Center Select Powered solution. Contact Center License Manager can sharelicenses from an Avaya WebLM server with centralized licensing, and use these licenses to controlACCS licensed features.Refer to the Avaya WebLM documentation for instructions on applying your updated license file onthe remote Avaya WebLM server.

Procedure1. Log on to the Avaya Contact Center Select server.

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

3. Click Configuration.

4. From the License Type list, select Remote WebLM.

5. Select Centralized Licensing.

6. In the WebLM IP or Fully Qualified Domain Name box, type the IP address or FQDNhost name of the Avaya WebLM server.

7. In the CLID box, type the Centralized License ID (CLID) for this ACCS server.

8. Click Apply.

9. On the dialog, click Yes to restart Contact Center License Manager.

10. Click Close to close the window.

Configuration



Avaya Session Border Controller for Enterpriseconfiguration

Configuring Avaya SBCE to obtain licenses from the OSS WebLMserver

About this taskBy default, centralized licensing is disabled for Avaya SBCE. In Powered by Avaya deployments,you must enable this feature to provide licenses stored on Avaya Operations Support System(OSS) to Avaya SBCE.In an environment where a single Element Management System (EMS) can manage multipleAvaya SBCE devices, you must provide licensing details on the EMS device and on all configuredAvaya SBCE devices. If you are using multiple Avaya SBCE devices, the number of licenses youhave must be equal to the number of Avaya SBCE devices. The CLID you use for the firstinstalled Avaya SBCE is also used for the EMS.

Before you beginEnsure that an Avaya SBCE device is added and installed on the Avaya SBCE web administrationportal under System Management > Devices. For more information, see “Adding an AvayaSBCE device” and “Commissioning an Avaya SBCE device ” in Administering Avaya SessionBorder Controller for Enterprise.

Procedure1. From the OSS web interface, obtain the Avaya SBCE CLID and ensure that the license

subscription status is Active.

Each subscription contains a license for one Avaya SBCE.

2. Log in to the Avaya SBCE web administration portal.

3. In the left navigation pane, click System Management and then click the Licensing tab.

4. In External WebLM Server URL, enter the URL of the OSS WebLM server in the followingformat:

Avaya Session Border Controller for Enterprise configuration



https://<OSS FQDN or IP>:52233/WebLM/LicenseServer5. Click Save.

6. Click the Devices tab.

The system displays a list of devices. In a single box deployment, the list contains a singleAvaya SBCE device. In an environment where multiple Avaya SBCE devices are managedby a single EMS, the list contains the EMS device and one or more Avaya SBCE devices.

7. For the EMS device and all Avaya SBCE devices listed in the Devices table, do thefollowing:

a. Select the device and then click Edit.b. In CLID, enter the Avaya SBCE CLID and save your changes.

Use the same CLID for the EMS and for the first Avaya SBCE device. For eachadditional Avaya SBCE, you must have a separate subscription and CLID.

Configuring multi-tenancy for Avaya SBCE with Powered byAvaya

About this taskUse this procedure to configure multi-tenancy on Avaya SBCE with Powered by Avaya. Forinformation about Avaya SBCE limitations, see Powered by Avaya IP Office (Virtualized)Reference Configuration for Business Partners.With multi-tenancy, each Avaya SBCE supports multiple IP Office systems on the internal side.Each IP Office is for a different tenant. You must configure an external interface IP and an internalinterface IP on Avaya SBCE. Remote Workers for all tenants connect to the single externalinterface of Avaya SBCE and all IP Office systems on the internal side communicate with thesingle interface IP of Avaya SBCE. Each tenant has its own separate domain.

Before you begin• Complete the standard Avaya SBCE configuration.• Ensure that you have split DNS servers, one on the public side and the other on the private

side. The public DNS must resolve all domains of the tenant IP Office to the externalinterface IP of Avaya SBCE, and the private DNS must resolve to the respective IP Office.

Procedure1. Log in to the Avaya SBCE web administration portal.

2. Click Device Specific Settings.

3. In Media Interface and Signaling Interface, define one external and one internalinterface.

4. Click Global Profiles.

5. In Server Configuration, define the server profiles for all IP Office systems.

Configuration



Each IP Office has its own SIP domain.

6. In URI Groups, define the URI pattern, including the domain for each IP Office tenant.

Ensure that you also set Scheme to sip:/sips: and Type to Regular Expression.

7. In Routing, define the routing to each IP Office tenant.

8. In Reverse Proxy Policy, define a new policy to allow web sockets.

9. Click Device Specific Settings > End Point Flows and then do the following:

a. Define the subscriber flow for each IP Office tenant.

Ensure that you also select the corresponding URI group and the routing profile fromstep 6 on page 79 for the respective IP Office.

b. Define the server flow for each IP Office tenant.

Ensure that you also select the corresponding server configuration for the respectiveIP Office.

10. Click Device Specific Settings > DMZ Services > Relay Services.

11. In Reverse Proxy, define the reverse proxy configuration, which is required for Avaya one-X® Portal and WebRTC, for each IP Office tenant.

a. Select the reverse proxy profile defined in step 8 on page 79.

b. Select the TLS profile and Listen domain for each IP Office tenant.




c. In Server Addresses, provide the IP address of the appropriate IP Office and enter9443 as the port number.

12. In XMPP, define the XMPP profile for each IP Office tenant.

Use the respective XMPP domain for each IP Office.

13. Click Device Specific Settings > TURN/STUN Service.

a. In Listen port, type 3478.

b. Provide the user name and password, along with a realm.

Configuration



Important:

You must also configure TURN/STUN settings on the IP Office WebRTC Gatewayas described in Configuring TURN/STUN settings on the IP Office WebRTCGateway on page 81.

14. Click Add Listen/Relay IP Pair to define the media mapping for TURN.

Use the internal IP address as the Listen IP and the external interface IP as the mediarelay IP.

Configuring TURN/STUN settings on the IP Office WebRTCGateway

About this taskIn addition to configuring TURN/STUN settings on Avaya SBCE, you must also configure thesesettings on the IP Office WebRTC Gateway.

Procedure1. Navigate to WebRTC Gateway > Media Gateway Settings.

2. Enter the TURN user name and password that you defined on Avaya SBCE.

The user name and password that you defined on Avaya SBCE must be used in theWebRTC Gateway configuration for each IP Office.

3. Provide the private internal IP of Avaya SBCE as the TURN server address.




Avaya Workforce Optimization Select integration withPowered by Avaya

You can use Avaya Workforce Optimization Select if you are not using Media Manager for callrecording management. Avaya Workforce Optimization Select is a specialized application that isbeneficial for deployments with IP Office and Avaya Contact Center Select.

Avaya Workforce Optimization Select prerequisitesBefore using the procedures in this section, perform the standard Avaya Workforce OptimizationSelect installation and configuration. For more information, see the following documents:

• If your deployment includes IP Office Contact Center, see Deploying Avaya WorkforceOptimization Select with IP Office and IP Office Contact Center.

• If your deployment includes Avaya Contact Center Select, see Deploying Avaya WorkforceOptimization Select with Avaya Contact Center Select.

When deploying Avaya Workforce Optimization Select, add the customer alias to the defaultAWFOSDB database name. For example, if the customer is Company Name, then the alias wouldbe CN, and the database name would be AWFOSDBCN.

Configuring Avaya Workforce Optimization Select to obtainlicenses from the OSS WebLM server

About this taskUse this procedure to provide licenses stored on OSS to Avaya Workforce Optimization Select.

Procedure1. From the OSS web interface, obtain the Avaya Workforce Optimization Select CLID and

ensure that the license subscription status is Active.

2. Stop the SysAdmin service:

a. Log in to the server that hosts the Avaya Workforce Optimization Select components.

b. Navigate to Start > Run and then run the services.msc command.

c. Right-click SysAdmin Service and then click Stop.

3. Using a text editor, open the WebLMConfig.properties file located in the WFO_HOMEdirectory.

4. At the end of the file, add the following new string:conf.acquirerName=<CLID_VALUE>

In this string, <CLID_VALUE> is the Avaya Workforce Optimization Select CLID.

Configuration



5. Save the WebLMConfig.properties file.

6. Start the SysAdmin service.

Multi-tenant Avaya Workforce Optimization Select deploymentson a common SQL server instance

Avaya Workforce Optimization Select uses Microsoft SQL Server Standard or Enterprise edition.To reduce costs, you can use a common Microsoft SQL Server instance on a dedicated server formultiple tenants or customers.The following image illustrates how multiple tenants can be deployed on a common SQL server.Each tenant has their own database instance. Other relevant tenant-specific components can alsobe added to the Avaya Workforce Optimization Select instances.

Dedicated SQL Server - VM instanceCommon for multiple tenants

Each tenant has its own database instance

AWFOS(VM Instance)

Tenant 1• System Admin • Web App• Recorder and other components

AWFOS(VM Instance)


AWFOS(VM Instance)


Using a common SQL server for multiple tenantsAbout this taskThis procedure describes how to use a single SQL server instance for multiple tenants asillustrated in Multi-tenant Avaya Workforce Optimization Select deployments on a common SQLserver instance on page 83.

Before you begin• When configuring the SysAdmin service, select the Premise deployment type. For more

information, see Deploying Avaya Workforce Optimization Select with IP Office and IP OfficeContact Center or Deploying Avaya Workforce Optimization Select with Avaya ContactCenter Select.

Avaya Workforce Optimization Select integration with Powered by Avaya



• Create a Tenant or Customer profile.

Procedure1. Log in to the SQL Server Management Studio.

2. Expand the Database node.

3. Right-click the “AWFOSDB_LTE5100_TENDB” database and then click Delete.

4. In the Delete Object window, select the Close Existing Connections check box and thenclick OK.

5. (Optional) If you want to remove the database backup and restore history from the MSDBsystem database, select the Delete backup and restore history information fordatabases check box.

6. Run the Avaya Workforce Optimization Select installer for the new tenant.

7. When prompted, select the same database server that you used for the first tenant.

Note:

Avaya recommends that you add the customer alias to the default database name.

8. Repeat the steps above to set up Avaya Workforce Optimization Select for a new tenant.

Port assignmentsThe enterprise premise firewall must allow traffic to flow outbound from the premise to IP Officeand IP Office Contact Center Cloud. Normally, the enterprise premise router or firewall only blocksinbound traffic and not outbound traffic. If the enterprise premise router or firewall is configured toblock outbound traffic, the ports for the needed traffic listed in the following tables must beopened.

Ports at the enterprise premiseTable 7: IP Office ports at the Enterprise premise

Ports Direction Protocol Description411 Out TCP 96x1 H.323 Settings.443 Out TCP Backup and restore, HTTPS for provisioning Avaya

soft phone and file transfer.1300 Out TCP H.323 TLS.

Used by H.323 sets for secure signaling.

Table continues…

Configuration



Ports Direction Protocol Description1718 Out TCP H.323 Discovery.

Use this port for remote H.323 client support.1719 Out UDP H.323 Status.

Use this port for remote H.323 client support.1800 Out TCP H.323 Signaling.

Use this port for remote H.323 client support.5005 Out UDP RTCP Monitor - If IP session performance

information is being monitored.5056 Out TCP or UDP SIP Signaling. This is the Cloud setting for the

TCP/UDP SIP Port. Only needed for unsecured SIPdevices.

5061 Out TCP SIP TLS Signaling.5222 Out TCP Avaya one-X® Mobile and Avaya Communicator.7070 Out TCP IP Office Solution Web Manager (preferences must

have SE Central Access selected), WebRTCSignaling.

7071 Out TCP IP Office Solution Web Control.8411 Out TCP 96x1 H.323 firmware download.8443 Out TCP Web Services.8444 Out TCP Mobility and Avaya Equinox®.9443 Out TCP Secure access to Avaya one-X® Portal – Management

and User, and signalling for Avaya Communicator,Web Collaboration, and mobility applications.

40750-50750 Out UDP The RTP or RTCP ports used for SIP or H.323 media.50791 Out TCP Centralized Voicemail Pro Client.50802 Out TCP TCP Discovery – IP Office Manager. IP Office

Manager preferences must be modified to use TCPDiscovery.

50809 Out TCP System Status Application (Secured).50813 Out TCP IP Office Manager secure configuration.56000-58000 Out UDP WebRTC gateway media ports.

Port assignments



Table 8: IP Office Contact Center ports at the Enterprise premise

Ports Direction Protocol Description2222 (defaultvalue)

Out TCP For using the IP Office Contact Center User Interfacefor Windows over SSH.

Note:

This is the default port. You can assign anotherport if required.

28443 Out TCP Wallboard module.28443 Out TCP IP Office Contact Center user interface for end users

and the web administration portal.

Table 9: Avaya Contact Center Select ports at the Enterprise premise

Ports Direction Protocol Description80 Out HTTP CCMA web access, Agent Desktop web services, and

the external web server for web communications.443 Out HTTPS CCMA web access, Agent Desktop web services,

Agent Browser application, and the external webserver for web communications.

5060 Out TCP Optional Microsoft Lync or Skype for Businessintegration.

Note:

If the Lync or Skype for Business server isinstalled at your enterprise site, you do not needto open the port between your enterprise site andthe Partner site.

5061 Out TLS Optional Microsoft Lync or Skype for Businessintegration.

Note:

If the Lync or Skype for Business server isinstalled at your enterprise site, you do not needto open the port between your enterprise site andthe Partner site.

7081 Out TCP Access from Agent Desktop to the Avaya ContactCenter Select Event Broker Web Services (EBWS) forpeer-to-peer IM reporting. This is an optional feature.

9086 Out TCP Access from Agent Desktop to the Avaya ContactCenter Select Web Statistics (CCWS) server. This isan optional feature.

29373 Out TCP Access from Agent Desktop to Avaya Contact CenterSelect Communication Control Toolkit (CCT).

Configuration



Ports at the Business Partner premiseTable 10: IP Office ports at the Partner premise

Ports Direction Protocol Description5443 In TCP Expansion upgrades and expansion backup or

restore, Voicemail Pro playback URL in mobilityapplications.

7070 Out TCP IP Office Solution Web Manager with SE CentralAccess selected.

7071 Out TCP IP Office Solution Web Control.9443 Out TCP Secure access to Avaya one-X® Portal – Management

and User, and WebRTC signaling.49001 Out TCP Media Manager Google Authorization.50791 Out TCP Centralized Voicemail Pro Client.50802 Out TCP TCP Discovery – IP Office Manager. IP Office

Manager preferences must be modified to use TCPDiscovery.

50809 Out TCP System Status Application Secured.50813 Out TCP IP Office Manager secure configuration.

Table 11: IP Office Contact Center ports at the Partner premise

Ports Direction Protocol Description2222 (defaultvalue)

Out TCP For using the IP Office Contact Center User Interfacefor Windows over SSH.

Note:

This is the default port. You can assign anotherport if required.

3389 Out TCP For remote desktop connection.

Note:

You do not need to open this port in the PublicNetwork environment if you are using IP OfficeContact Center User Interface for Windows overSSH.

28443 Out TCP For the Wallboard module.28443 Out TCP For the web-based administration portal.28443 Out TCP For IP Office Contact Center user interface for end

users.

Port assignments



Table 12: Avaya Contact Center Select ports at the Partner premise

Ports Direction Protocol Description25 Out SMTP For the outbound email server. This port is used for

the email contact type and Historical Report emailnotifications.

110 Out POP3 For connecting to the inbound email server andretrieving emails using POP3.

143 Out IMAP For connecting to the inbound email server andretrieving emails using IMAP.

995 Out POP3/TLS For connecting to the inbound email server andretrieving emails using secure POP3.

3389 Out TCP Remote desktop access.7020, 7030,7040, 7050,7060, 7070,7080, 7090,7100, 7110,7120, 7130,7140, 7150

Out UDP Multicast ports for CCMA Real Time Displays (RTD).You need to configure multicast in all relevantnetworks.

Note:

You can use unicast instead of multicast.

7025, 7035,7045, 7055,7065, 7075,7085, 7095,7105, 7115,7125, 7135,7145, 7155

Out UDP Unicast ports for CCMA RTD.

8200 Out UDP Multicast port for emergency help.Specific to theenterprise’sserverdeployment

Out HTTP/HTTPS For an external web server used in webcommunications. This port is required for the webcommunications contact type.

Avaya OSS and Avaya One Source Cloud Services portsPorts Direction Protocol Description443 Out TCP REST connection to Avaya One Source Cloud

Services.52233 Out TCP Connection between WebLM and Avaya OSS.

Configuration



Chapter 6: Administration

BPs are responsible for administration tasks in the Powered by Avaya solution. You must performadministration separately for all product instances. The process for administering IP Office, IP OfficeContact Center, and Avaya Contact Center Select Cloud instances is the same as for CPEdeployments.

Administration tasksBPs are responsible for administration tasks in the Powered by Avaya solution. The followingsections describes key administration tasks that you can perform.

Settings and user managementProduct DescriptionIP Office Use IP Office Manager to update settings and perform configuration.IP Office Contact Center Use the Administration tab in the IP Office Contact Center User Interface

for Windows.Avaya Contact Center Select Use the Server Configuration utility to modify the data entered during the

initial configuration of the Avaya Contact Center Select server. You canchange the local settings, licensing, and network settings information.

You can use CCMA to perform general administration tasks.

Other administration tools are also available for Avaya Contact CenterSelect.

OSS Use the OSS interface to update your configuration settings, add and editusers, and change your password.



Analysis and monitoringProduct DescriptionIP Office Use the System Status Application to check the status of IP Office

components. You can also view information on system resources, alarms,and call details.

IP Office Contact Center You can use the Watchdog service or the web administration dashboardto monitor components. You can also use the Watchdog to start and stopIP Office Contact Center applications.

Avaya Contact Center Select You can use the System Control and Monitor Utility to monitorcomponents. You can also use Avaya Contact Center Select Real-TimeReporting to monitor Avaya Contact Center Select in real time.

OSS You can check alerts and the status of your subscriptions on the OSSinterface.

You can also choose to receive emails about OSS alarms from the OSSconfiguration settings.

System diagnostics and troubleshootingProduct DescriptionIP Office Use IP Office System Monitor to assist you in performing a diagnosis of

system issues.IP Office Contact Center Use TTrace and TTConsole to assist you in performing a diagnosis of

system issues.Avaya Contact Center Select Use the Avaya Contact Center Dashboard to access system tools and

diagnose system issues. The Multimedia Dashboard is also available formultimedia contact types.

OSS You can view logs and alarms on the OSS interface.

Backup and restoreProduct DescriptionIP Office Use IP Office Web Manager to back up files and servers. Use the backup

versions to restore IP Office.

Table continues…

Administration



Product DescriptionIP Office Contact Center You must back up and restore IP Office Contact Center databases

individually. You can use the Manage menu in the web administrationportal. For more information, see “Backup operations” in Using the AvayaIP Office Contact Center Web Administration Portal.

Note:

Automatic backups are not supported with AWS deployments. Youneed to use the standard IP Office Contact Center tools to take abackup to a local directory on the IP Office Contact Center system.

Avaya Contact Center Select You can perform backup and restore by using the Database Maintenanceapplication. You must back up and restore Avaya Contact Center Selectdatabases individually. You can perform backups manually, or you can setscheduled database backups.

OSS Choose a backup location when you configure OSS. You can use thelatest backup to restore OSS.

UpgradesProduct DescriptionIP Office You can perform upgrades in IP Office Web Manager. You must

download an ISO file before you can upgrade.IP Office Contact Center Use the IP Office Contact Center ISO to perform an upgrade. Before

performing an upgrade, you must back up your current databases.Avaya Contact Center Select Download the latest software from the Avaya Support website and use

the Avaya Release Pack installer, which is in the software, to perform theupgrade.

OSS You can configure automatic updates or run a command to upgrade OSSmanually.

Updating group rights for multi-tier administrationAbout this taskUse this procedure to update user group rights. The main groups described in this document areAdministrator, Business Partner, and Customer Admin.

Note:The existing settings for customized or non-default groups are not changed.

Procedure1. Log in to the IP Office Manager.

Updating group rights for multi-tier administration



2. In IP Office Manager, navigate to Security Settings > Right Groups.

3. Select the appropriate group.

4. Select the appropriate rights or privileges for the group you selected.

Related linksRecommended rights and privileges on page 92

Recommended rights and privilegesThe following tables list the recommended settings for the Administrator, Business Partner, andCustomer Admin groups.

Administrator groupCategory Recommended rightsConfiguration IP Office Service • Read all configuration

• Write all configuration

• Merge configuration

• Default configuration

• Reboot/Shutdown immediately

• Reboot when free

• Reboot at time of dayConfiguration Manager Operator • AdministratorSecurity Administration • Read all security settings

• Write all security settings

• Reset all security settings

• Write own service user passwordSystem Status • System Status Access

• Read all configuration

• System Control

• Sys Monitor

Table continues…

Administration



Category Recommended rightsWeb Services Rights • WS Security Read All

• WS Security Write All

• WS Write Basic Security

• WS Security Write Own Password

• WS Config Read All

• WS Config Write All

• WS Config Read Basic

• WS Config Write Basic

• Backup

• Restore

• Upgrade

• Service Monitor ReadWeb Manager Rights • File Manager

• Service Commands

• Users, Extensions

• Groups, Auto Attendant

• Incoming Call Routes, Alternate Route Section, Short Codes

• System

• Locations, Time Profiles

• Licensing

• Lines

• Directory, Authorization Codes, Account Codes

• User RightsExternal • Voicemail Pro Administrator

• One-X Portal Administrator

• Web Control Administrator

• Web Control Security

• WebRTC Gateway Administrator

• Media Manager Administrator




Business Partner groupCategory Recommended rightsConfiguration IP Office Service • Read all configuration

• Write all configuration

• Merge configuration

• Default configuration

• Reboot/Shutdown immediately

• Reboot when free

• Reboot at time of dayConfiguration Manager Operator • AdministratorSystem Status • System Status Access

• Read all configuration

• System Control

• Sys MonitorWeb Services Rights • WS Security Read All

• WS Write Basic Security

• WS Security Write Own Password

• WS Config Read All

• WS Config Write All



• Backup

• Restore

• Upgrade

Table continues…

Administration



Category Recommended rightsWeb Manager Rights • File Manager

• Service Commands

• Users, Extensions


• Incoming Call Routes, Alternate Route Section, Short Codes

• System

• Locations, Time Profiles

• Licensing

• Lines


• User RightsExternal • Voicemail Pro Administrator

• One-X Portal Administrator

• Web Control Administrator

• Web Control Security

• WebRTC Gateway Administrator

• Media Manager Administrator

Customer Admin groupCategory Recommended rightsWeb Services Rights • WS Security Write Own Password



• Backup

• Restore

Table continues…




Category Recommended rightsWeb Manager Rights • Users, Extensions


• Incoming Call Routes, Alternate Route Selection, ShortCodes

• System

• Locations, Time profiles

• Lines


• User Rights

• LicensingExternal • Voicemail Pro Standard

Self-Administration for phone settings managementThe Self-Administration portal has been updated and overhauled. Telephony users can use theSelf-administration portal to view and change the settings that affect how their phone operates andhow calls are presented to users.The Self-Administration portal offers the following key functionality:

• Profile configuration: To configure personal data and phone configuration details, such as thedisplay name or user password.

• Call handling: To configure call management features, such as Do Not Disturb and callforwarding.

• Call recording: To record calls and to play back, filter, and download recordings.• Voicemail handling: To listen to and record voicemail messages and greetings.• Personal directory configuration: To add, edit, or delete contacts.• Button programming: To manage programmable buttons available on an Avaya phone.• Clients Downloads: To download installer files for soft clients and applications, including IP

Office SoftConsole, IP Office plug-in for Outlook and Avaya one-X® Call Assistant, Avaya IPOffice Web Client, Avaya Equinox®, and Avaya Communicator for Web.

• Media Manager: To filter, play, and download existing call recordings.Self-Administration is available for user accounts created using IP Office Manager or IP OfficeWeb Manager. To access the Self-Administration portal, do one of the following:

• In a web browser, navigate to https://<IP_Address>:7070/WebManagement/selfadmin.html.

• Select the IP Office Self Administration option from the IP Office Web Manager main page.

Administration



When you log in for the first time, the Self-Administration portal displays a wizard, which enablesyou to configure profile, call handling, and personal directory settings. After the initial configurationis complete, you can manage other settings based on your user access rights.For more information about the Self-Administration portal, see Using Self-Administration.

Call reporting managementAvaya Call Reporting provides detailed and accurate information about calls by connecting directlyto your phone system. You can access Avaya Call Reporting from your web browser or you candownload the desktop tool, which is supported on Windows and Mac. Using Avaya Call Reporting,you can:

• Review more than 50 standard call reports and create your own reports.• Apply various filters to display particular calls.• Save reports on your computer.• Monitor agent activity in real time.• Create your own wallboards for real-time monitoring.

For general Avaya Call Reporting setup information, see Avaya Call Reporting Installation Guide.

Reference documents for administrationProduct DocumentsOSS All OSS deployment and administration details are in Deploying

Avaya Operations Support System.

Table continues…

Call reporting management



Product DocumentsIP Office • For information about monitoring with the System Status

application, see Using Avaya IP Office™ Platform System StatusApplication.

• For information about backing up IP Office servers and restoringthem from Web Manager, see Administering Avaya IP Office™

Platform with Web Manager.

• For general configuration and administration options available withIP Office Manager, see Administering Avaya IP Office™ Platformwith Manager.

• For information about managing system settings, see Using Self-Administration.

• For information about monitoring and managing IP Office systemsusing Cloud Operations Manager, see Using Avaya IP Office™

Platform Cloud Operations Manager.

• For additional administration and management tools, seeinformation about call reporting.

IP Office Contact Center • For information about using the IP Office Contact Center, seeUsing the Avaya IP Office Contact Center Web AdministrationPortal.

• For general information about the IP Office Contact Center UserInterface for Windows, see Using Avaya IP Office Contact Centerfor Windows.

• For detailed information about the configuration options availablein the IP Office Contact Center User Interface for WindowsConfiguration module, see Using the Avaya IP Office ContactCenter Configuration and User Interface Configuration Modules.

• For new configuration and upgrade information specific to IPOffice Contact Center Release 10.1.2, see Addendum to Avaya IPOffice Contact Center Task Based Guides.

• For a description of migrations and upgrades, see “Migrationroadmap and limitations” in Avaya IP Office Contact CenterReference Configuration.

• For detailed maintenance and troubleshooting information, seeAvaya IP Office Contact Center Maintenance Task Based Guide.

Table continues…

Administration



Product DocumentsAvaya Contact Center Select • For general information about Avaya Contact Center Select, see

Avaya Contact Center Select Solution Description.

• For maintenance, customization, and troubleshooting information,see Deploying Avaya Contact Center Select Software Appliance.

• For additional information about general and advancedadministration options, see Administering Avaya Contact CenterSelect and Avaya Contact Center Select AdvancedAdministration.

Reference documents for administration



Chapter 7: Resources

DocumentationThe following table lists related documents. Download the documents from the Avaya Supportwebsite at support.avaya.com. Many documents are also available at https://documentation.avaya.com/.

Title Use this document to: AudiencePlanningPowered by Avaya IP Office(Virtualized) ReferenceConfiguration for Business Partners

Understand system architecture andnetwork engineering requirements for thePowered by Avaya IP Office (Virtualized)environment.

• Sales engineers

• Business Partners

Avaya IP Office Contact CenterReference Configuration

Understand IP Office Contact Centerdeployment topologies, networkarchitecture, system capacities, productinteroperability, and functional limitations ofspecific configurations.

• Sales and supportpersonnel

• Architects

• Implementationengineers

Avaya Contact Center SelectSolution Description

Understand Avaya Contact Center Selectarchitecture, features, specifications, andinteroperability.

• Sales engineers

• Business Partners

DeployingDeploying Powered by Avaya IPOffice (Virtualized) for BusinessPartners

Understand the Powered by Avaya IPOffice (Virtualized) environment deploymenttasks that Business Partners perform.


• Business PartnersAvaya IP Office Contact Center OVAInstallation for Powered by Avaya

Deploy the IP Office Contact Center OVAfor Powered by Avaya.

This document is in a ZIP file.


• Business PartnersAvaya IP Office Contact Center CoreInstallation Task Based Guide

Perform basic IP Office Contact Centerinstallation.

Note:

The TBGs have not been updated forIP Office Contact Center Release10.1.2.

• Support personnel


Table continues…


https://support.avaya.com/

https://documentation.avaya.com/

https://documentation.avaya.com/


Title Use this document to: AudienceAddendum to Avaya IP OfficeContact Center Task Based Guides

Perform configuration and upgrade tasksfor IP Office Contact Center Release10.1.2.



• AdministratorsDeploying Avaya IP Office™

Platform Servers as VirtualMachines

Understand how to install IP Office in aVirtualized Environment.



Deploying Avaya Contact CenterSelect Software Appliance

Perform Avaya Contact Center Selectdeployment.



Avaya Call Reporting InstallationGuide

Perform installation and configuration tasksfor Avaya Call Reporting.



• AdministratorsAdministeringAdministering Avaya IP Office™

Platform with ManagerUnderstand administration tasks performedon IP Office Manager for IP Office StandardMode and Server Edition.

• Architects

• Systemadministrators

Administering Avaya IP Office™

Platform Voicemail ProUnderstand Voicemail Pro administrationtasks.

• Architects

• Systemadministrators

Using the Avaya IP Office ContactCenter Web Administration Portal

Use the web-based administration portal toset up IP Office Contact Center.


• AdministratorsAdministering Avaya Contact CenterSelect

Understand general Avaya Contact CenterSelect administration tasks.


• AdministratorsAvaya Contact Center SelectAdvanced Administration

Understand advanced Avaya ContactCenter Select administration tasks.


• AdministratorsAvaya Call Reporting User andAdministration Guide

Use and administer Avaya Call Reporting. • Support personnel

• AdministratorsUsingUsing the Avaya IP Office ContactCenter Web Interface

Use the IP Office Contact Center Web UserInterface.

Agents andsupervisors.

Using Avaya IP Office ContactCenter Wallboard

Use Wallboard functionality. All interface users,including agents,supervisors, andadministrators.

Table continues…

Documentation



Title Use this document to: AudienceUsing Avaya IP Office ContactCenter for Windows

Use the IP Office Contact Center UserInterface for Windows.

All interface users,including agents,supervisors, andadministrators.

Using Avaya Equinox® for IP Office Use Avaya Equinox® for IP Office. End users.

Finding documents on the Avaya Support websiteProcedure

1. Go to https://support.avaya.com.

2. At the top of the screen, type your username and password and click Login.

3. Click Support by Product > Documents.

4. In Enter your Product Here, type the product name and then select the product from thelist.

5. In Choose Release, select an appropriate release number.

6. In the Content Type filter, click a document type, or click Select All to see a list of allavailable documents.

For example, for user guides, click User Guides in the Content Type filter. The listdisplays the documents only from the selected category.

7. Click Enter.

Avaya Documentation Portal navigationCustomer documentation for some programs is now available on the Avaya Documentation Portalat https://documentation.avaya.com.

Important:

For documents that are not available on the Avaya Documentation Portal, click Support onthe top menu to open https://support.avaya.com.

Using the Avaya Documentation Portal, you can:

• Search for content in one of the following ways:

- Type a keyword in the Search field.

- Type a keyword in Search, and click Filters to search for content by product, release, anddocument type.

- Select a product or solution and then select the appropriate document from the list.

• Find a document from the Publications menu.

Resources



https://documentation.avaya.com



• Publish a PDF of the current section in a document, the section and its subsections, or theentire document.

• Add content to your collection by using My Docs ( ).

Navigate to the My Content > My Docs menu, and do any of the following:

- Create, rename, and delete a collection.- Add content from various documents to a collection.- Save a PDF of selected content in a collection and download it to your computer.- Share content in a collection with others through email.- Receive content that others have shared with you.

• Add yourself as a watcher by using the Watch icon ( ).

Navigate to the My Content > Watch list menu, and do the following:

- Set how frequently you want to be notified, starting from every day to every 60 days.- Unwatch selected content, all content in a document, or all content on the Watch list page.

As a watcher, you are notified when content is updated or deleted from a document, or thedocument is removed from the portal.

• Share a section on social media platforms, such as Facebook, LinkedIn, Twitter, and Google+.

• Send feedback on a section and rate the content.

Note:

Some functionality is only available when you log in to the portal. The available functionalitydepends on the role with which you are logged in.

TrainingBefore deploying the Powered by Avaya Cloud solution, ensure you are familiar with the coursesand certification credentials for CPE deployments.

You can find training courses on the Avaya Learning website at www.avaya-learning.com. Afterlogging in to the website, click Learning & Certification. In the Catalog Search menu, use theCurriculum / Credential or Course Code field to search for a course.

Viewing Avaya Mentor videosAvaya Mentor videos provide technical content on how to install, configure, and troubleshootAvaya products.

Training


http://www.avaya-learning.com/


About this taskVideos are available on the Avaya Support website, listed under the video document type, and onthe Avaya-run channel on YouTube.

• To find videos on the Avaya Support website, go to https://support.avaya.com/ and do one ofthe following:

- In Search, type Avaya Mentor Videos to see a list of the available videos.

- In Search, type the product name. On the Search Results page, select Video in theContent Type column on the left.

• To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor and doone of the following:

- Enter a key word or key words in the Search Channel to search for a specific product ortopic.

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

Note:

Videos are not available for all products.

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

Using the Avaya InSite Knowledge BaseThe Avaya InSite Knowledge Base is a web-based search engine that provides:

• Up-to-date troubleshooting procedures and technical tips

• Information about service packs

• Access to customer and technical documentation

• Information about training and certification programs

• Links to other pertinent information

If you are an authorized Avaya Partner or a current Avaya customer with a support contract, youcan access the Knowledge Base without extra cost. You must have a login account and a validSold-To number.

Resources


https://support.avaya.com/

http://www.youtube.com/AvayaMentor



Use the Avaya InSite Knowledge Base for any potential solutions to problems.

1. Go to http://www.avaya.com/support.2. Log on to the Avaya website with a valid Avaya user ID and password.

The system displays the Avaya Support page.3. Click Support by Product > Product Specific Support.4. In Enter Product Name, enter the product, and press Enter.

5. Select the product from the list, and select a release.6. Click the Technical Solutions tab to see articles.7. Select relevant articles.

Support


http://www.avaya.com/support


Glossary

Avaya One SourceCloud Services

A web-based application that is used to manage licenses and billing.

Customer PremiseEnvironment

A standard non-Cloud, on-premise deployment where the customer isresponsible for deploying and maintaining all equipment and components.Also known as CPE.

direct media A method that enables voice to travel directly between two endpoints.When direct media is unavailable, voice and other media elements areanchored through IP Office.

Emergency LocationInformation Number

An emergency contact number. Emergency Location Information Number(ELIN) must be used when the user is unreachable at the main number.

hunt group A group of users who are accessible through a single directory number.An incoming caller calls the single directory number, but the call can beanswered by any available member of the hunt group.

Infrastructure as aService

A Cloud computing service model. With Infrastructure as a Service (IaaS),the provider outsources the required equipment. The equipment belongsto the provider who stores, maintains, and runs the equipment and billsthe enterprise based on usage.

Input/OutputOperations PerSecond (IOPS)

IOPS measures the traffic between your virtual machine and the diskstorage it is using.

Network AddressTranslation

A network routing technique to access systems on the same subnet asthe server. Network Address Translation (NAT) works like a firewall toprotect the internal IP address and differentiate this address from theexternal IP address

Port NAT Also known as NATP. For packets from multiple source devices, NATPchanges source addresses and the source protocol port to the externalrouter address and the router’s unique port. When packets are returned,the NATP router substitutes back the original values.

Private Network The Private Network deployment model uses an MPLS or VPN networkconnection between the provider data center and the enterprise premises.



Public Network A deployment model that uses an unsecured, over-the-Internetconnection between the provider data center and the enterprise premises.

Public SafetyAnswering Pointrouting

A routing method that routes calls made to an emergency telephonenumber to the call center that is responsible for answering such calls.

Remote Worker Users and endpoints in the Cloud solution. Users are connected to IPOfficeover an unsecured Public Network. Endpoints are configured asremote entities over a Public Network deployment.

Simple Mail TransferProtocol (SMTP)

A TCP/IP protocol used for sending and receiving e-mail. Most e-mailsystems that send mail over the Internet use SMTP to send messagesfrom one server to another and to send messages from an e-mail client toan e-mail server.

Web LicenseManager

A product that provides support for installing licenses, configuringcentralized licenses, or deleting license files. Also known as WebLM.

Public Network



Index

AAdditional IP Office endpoints supported in the Cloud .........20administration ...................................................................... 89administration portal ............................................................ 67administration tasks ............................................................. 89

analysis and monitoring ................................................90backup .......................................................................... 90restore .......................................................................... 90system diagnostics and troubleshooting .......................90updating settings and user information .........................89upgrade ........................................................................ 91

agent extensionsIP Office ........................................................................51

analysis and monitoring ....................................................... 90auto sync ............................................................................. 68auto synchronization ............................................................68Avaya Contact Center Select

Ignition Wizard configuration data ................................ 75Avaya Contact Center Select configuration ......................... 73Avaya support website support ..........................................104Avaya Workflow Optimization Select

multi-tenant deployments ............................................. 83Avaya Workforce Optimization Select ..................................82

configuring licensing ..................................................... 82prerequisites ................................................................. 82reusing SQL server for multiple customers .................. 83

AWSdeployment configuration ............................................. 43

AWS deployment configuration with IP Office ..................... 43AWS IP Office Contact Center .............................................44

Bbacking up ........................................................................... 90branding

Chrome App ................................................................. 72UI .................................................................................. 72Web App .......................................................................72

Ccall reporting ........................................................................ 97

licenses .........................................................................38checklist

Avaya Contact Center Select configuration ..................73connectivity ...................................................................40initial setup ....................................................................40installation .....................................................................40IP Office ........................................................................48IP Office Contact Center ...............................................64planning ........................................................................ 24preinstallation ............................................................... 24

Cloud configuration ..............................................................61cloud overview ..................................................................... 13collection

delete ..........................................................................102edit name ....................................................................102generating PDF .......................................................... 102sharing content ........................................................... 102

commonSIP trunk .......................................................................30

components ......................................................................... 16Avaya Contact Center Select ........................................18integrated ......................................................................18IP Office ..................................................................17, 18IP office contact center ................................................. 17IP Office Contact Center ...............................................18related ...........................................................................18subscription and licensing ............................................ 22

configuration ........................................................................ 48Avaya Contact Center Select in IP Office ..................... 52emergency calls ............................................................55endpoints ...................................................................... 56IP Office ........................................................................48IP Office Contact Center .........................................63, 64IP Office Contact Center in IP Office ............................ 51SIP registrars ................................................................53SIP trunks ..................................................................... 54trunks ............................................................................54

configuration informationplanning ........................................................................ 25

configureagent groups .................................................................70agents .....................................................................69, 70endpoints ...................................................................... 56IP Office for Avaya Contact Center Select ....................75multi-tenancy for Avaya SBCE ..................................... 78power users .................................................................. 69SBCE ............................................................................78

configuringsecond LAN interface ................................................... 46static IP address ........................................................... 27WebRTC Gateway ........................................................81

Configuring the IP500 V2 expansion system .......................61Configuring the primary IP Office server ..............................63connectivity

set up ............................................................................45contact center ...................................................................... 51content

publishing PDF output ................................................ 102searching .................................................................... 102sharing ........................................................................102watching for updates .................................................. 102

countsorder ............................................................................. 36



counts (continued)packaging ..................................................................... 36

credentialsOneSource Cloud ......................................................... 34

CRMSalesforce .....................................................................71SAP .............................................................................. 71

customizingbranding ........................................................................72

Ddeployment strategy

enterprise site ............................................................... 31documentation portal ......................................................... 102

finding content ............................................................ 102navigation ................................................................... 102

document changes ................................................................ 9

Eedit

license information ........................................................69WebLM location ............................................................69

Endpoint configuration ......................................................... 58Endpoint configuration without staging ................................ 58endpoints

staging .......................................................................... 56enterprise

endpoint management ..................................................31support ..........................................................................31troubleshooting ............................................................. 31

extensionagent .............................................................................51

Ffallback twinning .................................................................. 61files

configuration ................................................................. 65finding content on documentation portal ............................102flows

planning ........................................................................ 27

Ggroup rights

updating ........................................................................91

HHybrid Cloud configuration .................................................. 61

Iinitial setup

initial setup (continued)checklist ........................................................................40

InSite Knowledge Base ......................................................104install instances]

Powered ....................................................................... 40interoperability ..................................................................... 22IP500 V2 expansion system ................................................ 61IP Office ............................................................................... 48

WebLM ......................................................................... 53IP Office Contact Center

Amazon Web Services ................................................. 44AWS deployments ........................................................ 44

KKVM

deployment configuration ............................................. 44KVM deployment configuration for IP Office ........................44

Llabel

options .......................................................................... 42landing page ........................................................................ 67launching IP Office Manager ................................................50license

mapping ........................................................................36license manager

edit ................................................................................69licenses ................................................................................36

Avaya Call Reporting ....................................................38Avaya Workforce Optimization Select .......................... 82global ............................................................................ 51reserve ..........................................................................51Session Border Controller ............................................ 77

Mmanagement

endpoint ........................................................................31managing

call reports .................................................................... 97mapping

license .......................................................................... 36material

order ............................................................................. 36multi-tier administration

recommended settings for right groups ........................ 92updating group rights ....................................................91

My Docs .............................................................................102

Nnavigation

OneSource Cloud ......................................................... 35network connectivity ............................................................ 45

Index



new in release ......................................................................14

Oonboarding

process ......................................................................... 33options

enterprise network connectivity .................................... 29order flow

OSS .............................................................................. 34Powered ....................................................................... 34

order fulfillment .................................................................... 23ordering process .................................................................. 23orders ...................................................................................34overview ...............................................................................13

Ppartner

planning ........................................................................ 32phone settings

self-administration ........................................................ 96planning

flows ............................................................................. 27partner .......................................................................... 32service creation ............................................................ 28

ports .....................................................................................84Avaya OSS ................................................................... 88BP .................................................................................87enterprise ......................................................................84One Source .................................................................. 88

Poweredbackup .......................................................................... 30instance deployment .....................................................29monitoring .....................................................................30network connectivity ..................................................... 29recovery ........................................................................30redundancy ...................................................................29security ......................................................................... 30upgrade ........................................................................ 30

preferencesIP Office ........................................................................50Manager ....................................................................... 50

prerequisitesAvaya Workspace Optimization Select .........................82

processordering ........................................................................ 34

productsinteroperability .............................................................. 22

Providingunique configuration data ............................................. 42

Providing common instance configuration data ................... 43provision

configuration files ..........................................................65IP Office Contact Center ...............................................65spreadsheet ..................................................................65workbook ...................................................................... 65

provisioningIP Office Contact Center ...............................................67

QQoS

requirements .................................................................46

Rrelated documentation ....................................................... 100restoring ...............................................................................90right groups

recommended settings ................................................. 92

Ssearching for content ......................................................... 102self-administration ................................................................96server

NTP .............................................................................. 52service user groups ............................................................. 25Session Border Controller

configuring licensing ..................................................... 77set

contact center ............................................................... 51sharing content .................................................................. 102SIP registrars

configuring .................................................................... 53SIP trunk

configure .......................................................................54specifications

application branding ..................................................... 72logo ...............................................................................72

spreadsheet ......................................................................... 67strategy

backup .......................................................................... 30instance deployment .....................................................29monitoring .....................................................................30recovery ........................................................................30redundancy ...................................................................29security ......................................................................... 30troubleshooting ............................................................. 30upgrades .......................................................................30

subscription ..........................................................................23support ...............................................................................104support strategy ................................................................... 31system diagnostics tasks ..................................................... 90

Ttasks

analysis and monitoring ................................................90backup and restore .......................................................90system diagnostics and troubleshooting .......................90updating settings and user information .........................89

Index



tasks (continued)upgrade ........................................................................ 91

telephony applications ......................................................... 20terminology ............................................................................ 8time zone ............................................................................. 52tools

configuration ................................................................. 25topology ............................................................................... 14

without SBCE ............................................................... 15with SBCE .................................................................... 16

training ............................................................................... 103troubleshooting tasks ...........................................................90twinning

fallback twinning ........................................................... 61type

contact center ............................................................... 51

UUI branding .......................................................................... 72updating

group rights ...................................................................91updating setting and user information ..................................89upgrading .............................................................................91user groups ..........................................................................25utilities

configuration ................................................................. 25

Vvideos ................................................................................ 103

Wwatch list ............................................................................ 102WebLM

IP Office ........................................................................53Without staging .................................................................... 58workbook

Cloud ............................................................................ 66spreadsheet ......................................................................

Cloud ..................................................................... 66configuration ..........................................................66

Index



Deploying Powered by Avaya IP Office (Virtualized) for ... · authorized Avaya Channel Partner...

Documents

Transcript of Deploying Powered by Avaya IP Office (Virtualized) for ... · authorized Avaya Channel Partner...