NN Avaya Aura Contact Center Planning and Engineering

Transcription

1 Avaya Aura Contact Center Planning and Engineering NN Document status: Standard Document issue: Document date: 26 August 2010 Product release: Release 6.0 Job function: Planning and Engineering Type: Technical Publication Language type: English

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3 Contents New in this release 11 Features 11 Operating system support 11 Co-resident installation options 12 Licensing options 12 Disk space requirements 12 Contact Center Installer 12 Traces 13 Server virtualization 13 Introduction 15 Contact Center overview 17 Contact Center components 17 Contact Center client components 21 Telephony components 21 Voice services components 21 SIP Contact Center components 22 Differences between SIP architecture and standard Contact Center architecture 24 SIP-only interface 24 Call server configuration support 25 Data network architecture considerations 26 SIP Contact Center usage of a contact center subnet 26 Contact Center Multimedia components 26 Processing multimedia contacts 29 Integration with Contact Center Manager Server 30 Co-resident deployment strategies 31 Supported co-resident applications 31 Co-resident upgrade procedures 33 Security Framework deployments 33 Application start order 34 Planning tools and utilities 35 Capacity Assessment Tool 35 Platform Vendor Independence checking utility 36 General information 37 Product compatibility 37 Avaya Communication Server Avaya Aura Unified Communications platform 37 Voice services: Avaya CallPilot and Avaya MPS 37 Other product release compatibility 38 Supported telephone switches 38 Supported switch releases and system types 42 Supported phones 44 NN Contact Center Planning and Engineering 26 August

4 Contents Avaya Aura Unified Communications platform 44 Contact Center phones 44 Avaya Communication Server 1000 ACD phones 44 Contact Center content by switch platform 44 Supported upgrade and migration paths 45 Additional server requirements 49 Overview 49 Server naming requirements 50 Third-party software requirements 50 Generic guidelines for utility-class software applications 51 Additional guidelines for the use of anti-virus software 51 Operating system updates 52 Service updates 52 Service packs 53 Java Runtime Environment updates 54 Hardware requirements 54 Redundant Array of Independent Disks 54 Uninterruptible Power Supply 54 Licensing considerations 57 Essential and Enterprise licensing 57 Essential licensing 58 Nodal Enterprise licensing 58 Corporate Enterprise licensing 58 About the license file 59 Corporate Enterprise license file 60 Nodal Enterprise license file 60 Interpreting the license file 60 Licensed features 61 License identifiers 62 Licensing grace period 65 Emergency license files 66 License manager statistics 66 Real-time statistics 67 Media Application Server licensing 67 Contact Center Manager Server configuration requirements 69 Hardware requirements 69 CPU use 71 RAID controller 71 Additional requirements for Contact Center Manager Server 71 Uninterruptible Power Supply 71 Operating system requirements 71 Operating system installation and configuration 72 Microsoft security hotfixes 72 Disk partitioning requirements 73 4 NN Contact Center Planning and Engineering 26 August 2010

5 Contents Third-party software requirements 74 Third-party backup software 74 Antivirus software 75 Simple Network Management Protocol (SNMP) alerting on virus confirmation 75 Remote support access tool 75 Contact Center Manager Server port requirements 76 Contact Center Manager Administration configuration requirements 79 Server hardware requirements 79 CPU use 80 RAID controller 80 Uninterruptible Power Supply 80 Server operating system requirements 80 Application server operating system installation and configuration 81 Recommended for diagnostics 81 Microsoft security hotfixes 82 Disk partitioning requirements 82 Client hardware requirements 82 Client operating system requirements 83 Client operating system installation and configuration 84 Third-party software requirements 85 Antivirus software 85 Remote support access tool 85 Sybase Open Client v Contact Center Manager Administration port requirements 85 Contact Center Multimedia configuration requirements 89 Contact Center Multimedia overview 89 Checklist 89 Server hardware requirements 90 CPU use 91 RAID controller 91 Uninterruptible Power Supply 91 message memory requirements 91 Server operating system requirements 93 Microsoft security hotfixes 94 Disk partitioning requirements 94 Primary and extended partitions 94 Calculating disk storage requirements 95 Client hardware requirements 96 Client operating system requirements 98 Third-party software requirements 99 Third-party backup software 99 Remote computer requirements 99 Antivirus software 100 NN Contact Center Planning and Engineering 26 August

6 Contents Remote support access tool 101 Client third-party software requirements 101 Contact Center Multimedia ports 101 Networking requirements 102 Simplest configuration 102 Multiple domain configuration 103 Integrating the external Web server 105 Communication Control Toolkit configuration requirements 107 Communication Control Toolkit overview 107 Communication Control Toolkit components 107 Communication Control Toolkit supported functionality 108 Client Terminal Relationships 112 Server hardware requirements 113 CPU use 115 RAID controller 115 Uninterruptible Power Supply 115 Server operating system requirements 115 Microsoft hotfixes 116 Disk partitioning requirements 116 Client hardware requirements 117 Port requirements 117 Client operating system requirements 117 Third-party software requirements 118 Antivirus software 118.NET Framework 118 Remote support access tool 119 Communication Control Toolkit port requirements 119 Network configuration 120 Network interface card binding order 120 Communication Control Toolkit and Avaya Communication Server 1000 Telephony Manager on the ELAN subnet 120 Maximum acceptable use 120 Knowledge worker environment requirements 120 Contact modelling limitations in a network environment 121 Contact modelling 121 Security Framework configuration requirements 123 Server hardware requirements 123 Server hardware requirements 123 CPU use 124 RAID controller 124 Uninterruptible Power Supply 124 Server operating system requirements 124 Microsoft security hotfixes 125 Third-party software requirements NN Contact Center Planning and Engineering 26 August 2010

7 Contents Antivirus software 125 Remote support access tool 125 Co-resident configuration requirements 127 Server hardware requirements 127 CPU use 129 RAID controller 129 Uninterruptible Power Supply 129 Server operating system requirements 129 Operating system installation and configuration 130 Microsoft security hotfixes 130 Disk partitioning requirements 130 Third-party software requirements 132 Antivirus software 132 Remote access support tool 132 Co-residency and your network 133 Supported configurations 134 Installation order and supported combinations 137 Three servers 137 Two servers 138 Limitations of a co-resident server 138 Capacity 138 Contact Center Manager Administration 138 Network Skill-Based Routing 139 Security requirements 139 Server backup requirements 139 Remote support for a co-resident server 139 Remote support for Contact Center Manager 140 Remote support over a direct-connect modem 140 Guidelines for the remote support VPN 141 VPN configurations 141 Configuration types 142 SIP Contact Center configuration requirements 143 General requirements 143 Dependent platform and switch compatibility 143 Switch integration 144 Co-residency 144 Upgrade path 144 MAS requirements 144 Server hardware requirements 144 Server requirements 144 CPU use 145 RAID controller 145 Additional requirements for SIP Contact Center Manager Server 145 Uninterruptible power supply 145 NN Contact Center Planning and Engineering 26 August

8 Contents Server operating system requirements 145 Microsoft security hotfixes 146 Third-party software requirements 146 Third-party backup software 146 Antivirus software 146 Remote support access tool 147 Office Communications Server 2007 hardware requirements 148 SIP installation and configuration order 149 SIP building blocks 151 SIP user agent 151 SIP proxy server 152 SIP registrar server 152 SIP presence server 152 SIP media server 152 SIP BBUA 152 SIP gateway 153 Avaya Communication Server 1000 configuration requirements155 Configure CDNs 155 Configuring a CDN with LD Configure Communication Control Toolkit phones 156 Next steps 156 Engineer the telephone switch for multimedia 157 Supported telephone switches 157 Configuring agent phones 157 Avaya Communication Server 1000 voice processing system configuration requirements 159 Voice Port usage 159 ACCESS port usage 159 Non-ACCESS port usage 160 ACCESS requirements 160 Contact Center Voice Services on Avaya CallPilot requirements 160 Avaya CallPilot platforms 160 Avaya CallPilot and multiple servers on the same telephone switch 161 CPU impact 161 ELAN subnet impact 161 Contact center subnet impact 161 Contact center server configuration requirements 163 server requirements 163 Configure the settings 163 Using aliases 164 Why use an alias? 165 What is the impact of alias addresses on Contact Center Multimedia? 165 Configuring an alias within Contact Center Multimedia 165 Outgoing NN Contact Center Planning and Engineering 26 August 2010

9 Contents Mailbox requirements 166 Determining capacity requirements 167 Contact Center Manager Server Call load 167 Call complexity 167 Call rate 169 Contact Center Manager Server Capacity estimation 170 Rated capacity for call processing for different processors 170 Peak sustainable capacity 171 Contact Center Multimedia disk storage requirements 171 Required database files 171 attachment storage 172 Maximum number of days before purging or archiving 172 Communication Control Toolkit capacity 173 CTI application performance impact 174 Single server capacity 174 Maximum capacity values 175 Access from an external client PC 181 Access from a browser on the single server 181 SIP capacity estimation 181 Avaya Communication Server 1000 telephone switch capacity 182 How switch capacity is calculated 182 Rated capacity of the telephone switch 183 Call complexity 184 Maximum achievable call rates 186 Sample calculations using Enterprise Configurator 186 Outbound capacity 188 Using Erlang B 188 Performance optimization 191 Contact Center Manager Server services performance impact 191 Meridian Link Services 191 Host Data Exchange 193 Guidelines to minimize capacity requirements 195 Steady state operation 195 Guidelines for steady state operation 195 Guidelines for non-steady state operation 196 Contact Center Manager Administration performance 197 Contact Center Manager Administration CPU impact 197 Contact Center Manager Administration contact center server network 198 impact 198 Contact Center Manager Client performance 200 Contact Center Manager Client CPU impact 200 Contact Center Manager Administration CPU load reduction 200 Contact Center Manager Administration server 200 Contact Center Manager Administration client 201 NN Contact Center Planning and Engineering 26 August

10 Contents Contact Center Multimedia bandwidth recommendations 201 Communication Control Toolkit guidelines to minimize capacity requirements 201 Steady state operation 201 Guidelines for steady state operation 201 Guidelines for non-steady state operations 202 Network Traffic 202 Server virtualization support 203 VMWare support 203 Hyper-V support 203 Virtual Machine hardware requirements 204 Networking 204 High Availability server requirements 205 Overview 205 Standby server requirements 206 Remote Geographic Node server requirements 206 Managed IP address 206 Trusted IP address 207 Switch over behavior in Avaya Communication Server 1000-based contact centers 207 Switch over behavior in SIP-enabled contact centers NN Contact Center Planning and Engineering 26 August 2010

11 New in this release The following sections detail what is new in Avaya Aura Contact Center Planning and Engineering (NN ). Navigation Features Features (page 11) See the following sections for information about feature changes: Operating system support (page 11) Co-resident installation options (page 12) Licensing options (page 12) Disk space requirements (page 12) Contact Center Installer (page 12) Traces (page 13) Server virtualization (page 13) Operating system support All Avaya Aura Contact Center server applications are supported on the following operating systems: Windows Server 2008 Release 2 Standard 64-bit Edition Windows Server 2008 Release 2 Enterprise 64-bit Edition Contact Center client applications are supported on the following operating systems: Windows Vista Business SP1 (32-bit) Windows Vista Enterprise SP1 (32-bit) Windows XP Professional Service Pack 2 or later Windows 7 Windows Server 2008 Release 2 Standard Edition (64-bit) Windows Server 2008 Release 2 Enterprise Edition (64-bit) Attention: Contact Center does not support Internet Protocol version 6 (IPv6). NN Contact Center Planning and Engineering 26 August

12 New in this release Co-resident installation options Contact Center supports installing Contact Center Multimedia co-resident with Contact Center Manager Server. Contact Center Manager Administration and Communication Control Toolkit must also be installed before installing Contact Center Multimedia co-resident Contact Center Manager Server. Contact Center also supports installing the Media Application Server (MAS) platform co-resident with Contact Center Manager Server, Contact Center Manager Administration, Communication Control Toolkit and Contact Center Multimedia. The MAS platform is supported only in SIP-enabled contact centers. These co-resident options reduce the number of servers required. The more Contact Center components installed co-resident with the Contact Center Manager Server the fewer active agents Contact Center Manager Server can handle. Licensing options Contact Center supports Essential, Nodal Enterprise, Corporate Enterprise, Nodal NCC, and Corporate NCC licensing modes. Essential licensing supports a single-server voice-only contact center with fewer than 100 agents. Nodal Enterprise licensing supports a single contact center installation. Corporate Enterprise licensing supports a network of contact center installations. Nodal NCC licensing supports a single License Manager in a network of contact center installations using networked skill-based routing. Corporate NCC licensing supports a secondary License manager and a network of contact center installations using networked skill-based routing. You can maintain a secondary License Manager, which takes over the licensing if the primary License Manager fails. For more information about licensing, see Licensing considerations (page 57). Disk space requirements Significant changes in disk space requirements are required for Contact Center. For more information about disk partitioning requirements, see Disk partitioning requirements (page 82). Contact Center Installer The Contact Center Installer manages all Contact Center installations. The Contact Center Installer supports integration installation and data sharing for selected Contact Center applications. The Contact Center Installer automatically 12 NN Contact Center Planning and Engineering 26 August 2010

13 New in this release Traces installs most third-party software required by Contact Center and manages the installation order. For co-resident installations, you can select multiple applications and install them at the same time. The Contact Center Installation DVD requires a dual-layer DVD drive; ensure that your system is equipped with a dual-layer DVD drive. You need not have a dual-layer DVD drive to download and install Service Packs. In this release of Contact Center, tracing is turned on by default. The default location for log files is in the same directory and drive and trace files follow a common format. Server virtualization This release supports improved server virtualization. Virtualization enables you to share the resources of a single computer across multiple environments. You can host multiple operating systems and multiple applications locally and in remote locations, removing the constraints of physical and geographical limitations. For more information, see Server virtualization support (page 203). NN Contact Center Planning and Engineering 26 August

14 New in this release 14 NN Contact Center Planning and Engineering 26 August 2010

15 Introduction This document describes how to determine the engineering requirements of the Avaya Aura Contact Center Release 6.0 products, including the following components: Contact Center Manager Server (Single and Network Control Center) SIP-enabled Contact Center Manager Server Contact Center Manager Administration Contact Center Multimedia Communication Control Toolkit Contact Center License Manager Contact Center Manager Server Utility Co-resident configurations Service Creation Environment Security Framework Navigation Contact Center overview (page 17) General information (page 37) Co-resident deployment strategies (page 31) Planning tools and utilities (page 35) Additional server requirements (page 49) Licensing considerations (page 57) Contact Center Manager Server configuration requirements (page 69) Contact Center Manager Administration configuration requirements (page 79) Contact Center Multimedia configuration requirements (page 89) Communication Control Toolkit configuration requirements (page 107) Security Framework configuration requirements (page 123) Co-resident configuration requirements (page 127) SIP Contact Center configuration requirements (page 143) Avaya Communication Server 1000 configuration requirements (page 155) Avaya Communication Server 1000 voice processing system configuration requirements (page 159) NN Contact Center Planning and Engineering 26 August

16 Introduction Contact center server configuration requirements (page 163) Determining capacity requirements (page 167) Performance optimization (page 191) Server virtualization support (page 203) High Availability server requirements (page 205) 16 NN Contact Center Planning and Engineering 26 August 2010

17 Contact Center overview This section provides an overview of Avaya Aura Contact Center. This guide focuses primarily on Contact Center Manager Server and Contact Center Manager Administration, but, where appropriate, it provides references to other documentation. Navigation Contact Center components (page 17) SIP Contact Center components (page 22) Contact Center Multimedia components (page 26) Contact Center components The Contact Center application suite consists of the following components: Contact Center Manager Server (CCMS) The core contact center component, which provides intelligent call routing. You can use Contact Center Manager Server to identify each agent s unique abilities, or skillsets. All incoming calls are routed to the agent with the appropriate skillset. Rules for treating and routing calls can be simple or complex. Contact Center Manager Administration (CCMA) A component that provides browser-based access to the contact center for administrators and supervisors. Contact Center License Manager A component that provides centralized licensing and control of all Contact Center Suite components and features across the Contact Center suite. Contact Center Manager Server Utility A component used to monitor and maintain Contact Center Manager Server activity. The Contact Center Manager Server Utility provides functionality and performs tasks that are not available through the Contact Center Manager Administration application. Network Control Center (NCC) server (optional) The server in a Contact Center Manager network that manages the Network Skill-Based Routing (NSBR) configuration and communication between servers. This component is required when multiple servers in Contact Center Manager Server sites are networked and operate as a single distributed contact center. It runs the Network Control Center software application, which is a feature of the Contact Center Manager Server software. Contact Center Multimedia (CCMM) (optional) A client/server contact center application that expands contact center capabilities to view, respond to, and track requests over the Internet. Unlike a conventional system, which directs contacts to a single account, Contact Center Manager Server directs contacts to a skillset, or a group of qualified agents. The contact is handled by the first available agent in the NN Contact Center Planning and Engineering 26 August

18 Contact Center overview skillset. If more than one agent is available, the contact is routed to the agent with the highest priority for the skillset. Contact routing ensures a contact center can measure and control the volume of traffic from the Internet. Supervisors and administrators can view real-time displays of contact center activities, as well as run historical reports. The client component presents the agent with a browser-based graphical user interface. Agents can use it to respond to customers requests over the telephone, by , or over the Internet. Communication Control Toolkit (CCT) (optional) A client/server application that helps you implement Computer Telephony Integration for installed and browser-based client integrations. This application delivers a single cross-portfolio multiple-channel API that facilitates the integration of contact center, knowledge worker, and self-service solutions with your client applications. Host Data Exchange (HDX) application server (optional) A host computer running a third-party provider application that receives data (such as a credit card number) from Contact Center Manager Server and returns data (such as an account balance) to Contact Center Manager Server. Contact Center Manager Server supports up to 10 HDX applications. Contact Center Manager Server installer includes a provider application. Contact Center Manager Server Utility includes a provider application as part of the installation. Service Creation Environment (SCE) A graphical workflow application that you can use to program Contact Center applications. SCE provides a graphical editor to create TFE flows. Security Framework Provides an identity management security framework that enables integration with the directory services infrastructure (for example Active Directory) for authentication and authorization of application users. The identify framework helps to reduce administrative costs and eliminates the redundant user information associated with per-application solutions. Single Sign-On (SSO) is a core feature of the framework which minimizes the necessity for end users to provide credentials after they log on. SSO with the desktop is supported, minimizing the need to authenticate after logging on to the desktop. Hybrid solutions can be deployed for IP telephony configurations. The following figure shows a contact center that is based on an Avaya Communication Server 1000 telephone switch in a nodal environment. 18 NN Contact Center Planning and Engineering 26 August 2010

19 Contact Center overview Avaya Communication Server 1000 nodal environment The following figure shows a contact center that is based on an Avaya Communication Server 1000 telephone switch in a multinode environment. NN Contact Center Planning and Engineering 26 August

20 Contact Center overview Avaya Communication Server 1000 multinode environment Contact Center Manager Server can co-reside with either Contact Center Manager Administration or both Contact Center Manager Administration and Communication Control Toolkit. Contact Center Manager Server can also co-reside with Contact Center Manager Administration, Communication Control 20 NN Contact Center Planning and Engineering 26 August 2010

21 Contact Center overview Toolkit, Contact Center Multimedia, and Media Application Server in limited circumstances. For more information about supported co-residency options, see Co-resident configuration requirements (page 127). Contact Center client components The Contact Center client components consist of the following components: Contact Center Manager Client Client PCs used to administer the server and to monitor contact center performance using a browser-based interface. The number of these computers is usually proportional to the number of agents in the contact center. Avaya Aura Agent Desktop Agent Desktop is a single-interface client application used by contact center agents to interact with customers. Agent Desktop agents can respond to customer contacts through a variety of media, including phone, outbound contacts, , Web communication, Fax messages, voice mail messages, scanned documents, SMS text messages, and instant messaging. Telephony components The telephony component consists of the following elements: IP phone A telephone specifically for use in a Voice over IP (VoIP) system by converting standard telephone audio into a digital format that can be transmitted over the Internet, and by converting incoming digital phone signals from the Internet to standard telephone audio. Telephone A device that converts acoustical energy (sound) into electrical energy for transmission to a distant point. Telephone switch An electronic device that opens or closes circuits, changes operating parameters, or selects paths either on a space- or time-division basis. The switch directs the flow of electrical or optical signals from one side to the other. Switches with more than two ports, such as a LAN switch, can route traffic. You can deploy Hybrid solutions for IP telephony configurations. Voice services components Voice services consist of the following components: Avaya CallPilot A voice mail system that can be used to provide front-end IVR or voice services to Contact Center Manager. If Avaya CallPilot is used for voice services either Give IVR or ACCESS (Open/Close Voice Session, Give Controlled Broadcast, or Collect Digits) the voice ports on this voice services platforms must be dedicated. (Contact Center Manager Server has direct access to them). Avaya CallPilot is an optional component and can only be used with Avaya Communication Server 1000 switches. NN Contact Center Planning and Engineering 26 August