Deploying ACCCM in the High Availability mode

Transcription

1 Deploying ACCCM in the High Availability mode Release 7.0 SP1 Issue 1.1 May 2013

2 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes. Documentation disclaimer Documentation means information published by Avaya in varying mediums which may include product information, operating instructions and performance specifications that Avaya generally makes available to users of its products. Documentation does not include marketing materials. Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of documentation unless such modifications, additions, or deletions were performed by Avaya. End User agrees to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User. Link disclaimer Avaya is not responsible for the contents or reliability of any linked websites referenced within this site or documentation provided by Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages. Warranty Avaya provides a limited warranty on its hardware and Software ( Product(s) ). Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this Product while under warranty is available to Avaya customers and other parties through the Avaya Support website: Please note that if you acquired the Product(s) from an authorized Avaya reseller outside of the United States and Canada, the warranty is provided to you by said Avaya reseller and not by Avaya. Software means computer programs in object code, provided by Avaya or an Avaya Channel Partner, whether as stand-alone products or preinstalled on hardware products, and any upgrades, updates, bug fixes, or modified versions. Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE, ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AUTHORIZED AVAYA RESELLER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER; AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER ), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE ( AVAYA ). Avaya grants you a license within the scope of the license types described below, with the exception of Heritage Nortel Software, for which the scope of the license is detailed below. Where the order documentation does not expressly identify a license type, the applicable license will be a Designated System License. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the documentation or other materials available to you. Designated Processor means a single standalone computing device. Server means a Designated Processor that hosts a software application to be accessed by multiple users. License type(s) Designated System(s) License (DS). End User may install and use each copy of the Software on only one Designated Processor, unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User. Avaya may require the Designated Processor(s) to be identified by type, serial number, feature key, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose. Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server. Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components Third Party Components mean certain software programs or portions thereof included in the Software that may contain software (including open source software) distributed under third party agreements ( Third Party Components ), which contain terms regarding the rights to use certain portions of the Software ( Third Party Terms ). Information regarding distributed Linux OS source code (for those Products that have distributed Linux OS source code) and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the Documentation or on Avaya s website at: support.avaya.com/copyright. You agree to the Third Party Terms for any such Third Party Components. Preventing Toll Fraud Toll Fraud is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud associated with your system and that, if Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya Toll Fraud intervention If you suspect that you are being victimized by Toll Fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. For additional support telephone numbers, see the Avaya Support website: Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to: securityalerts@avaya.com. Trademarks Avaya, the Avaya logo, one-x are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All non-avaya trademarks are the property of their respective owners. Downloading Documentation For the most current versions of Documentation, see the Avaya Support website: Contact Avaya Support See the Avaya Support website: for product notices and articles, or to report a problem with your Avaya product. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: scroll to the bottom of the page, and select Contact Avaya Support. Avaya Inc. declares that the equipment specified in this document bearing the "CE" (Conformité Europeénne) mark conforms to the European Union Radio.

3 Contents Chapter 1: Introduction... 5 ACCCM overview... 5 Key features... 5 Installation overview... 6 Deployment options... 6 Chapter 2: Using the Active/Active with single access deployment option... 7 Single access (virtual IP address)... 7 Standalone Access (dedicated IP address)... 8 Multi data center scenario... 9 Active/Active deployment for Avaya one-x Agent clients Requirements Chapter 3: Using Active/Active with standalone access deployment mode Standard Active/Passive ESS/LSP scenario Disaster Recovery scenario Requirements Chapter 4: VMware support Supported versions VMware Fault Tolerance support VMware VMotion Support Chapter 5: Configuring the Windows based virtual IP address Installing the Network Load Balancer feature on Windows Configuring Network Cluster for ACCCM Chapter 6: Installing MSSQL 2008 R2 Standard or Enterprise Edition Using an existing instance of MSSQL Installing the new MSSQL Server Chapter 7: Installing ACCCM Installing the ACCCM primary server Installing the ACCCM secondary server Chapter 8: Configuring Database Replication Enabling replication on Windows 2008 R2 Servers Configuring the database replication for ACCCM Active/Active (bi-directional replication) Configuring the database replication for ACCCM Active/Standby (one-way replication) Starting the replication for the first time Deploying ACCCM in the HA mode May 2013

4 Changing the identity range for tables Chapter 9: ACCCM Services in HA Setting the ACCCM services in the HA mode Sync Service configuration MM Connector configuration AD Sync configuration Audit Log configuration License Tracker configuration Deploying ACCCM 7.0 in the HA mode May 2013

5 Chapter 1: Introduction This chapter includes: ACCCM overview on page 5 Key features on page 5 Installation overview on page 5 Deployment options on page 6 ACCCM overview The Avaya Contact Center Control Manager (ACCCM) system is a centralized operational administration solution that provides a comprehensive solution for administrators to support day-today operations. ACCCM complements the entire Avaya Contact Center suite by combining and integrating key management and administration tasks of a wide range of contact center entities. With the ACCCM system, administrators can unify, streamline, and centralize the management of Avaya Aura Contact Center (AACC) operations. In addition, the administrator can track events and take necessary action to meet customer needs. The ACCCM system is for Avaya customers using different Avaya Contact Center Business Unit (CCBU) products and solutions. The ACCCM system integrates with a Unified Communication infrastructure based on Avaya Aura Communication Manager and Avaya Aura Session Manager. ACCCM integrates with and supports operational administration of Avaya Contact Center suite, including the following: Avaya Modular Messaging (MM) Avaya AUDIX Messaging Avaya Call Management System (CMS) Avaya IQ (IQ) Avaya Aura Call Center Elite Multichannel (EMC) Avaya Interaction Center (IC) Avaya Voice Portal (AVP) Avaya Aura Experience Portal (AAEP) Avaya Proactive Contact (PC) Avaya Proactive Outreach Manager (POM) Avaya Aura System Manager Avaya Aura Messaging Avaya Aura Session Manager Avaya Aura Application Enablement Services Avaya one-x Agent (one-x Agent) Avaya Aura Workforce Management Avaya Aura Contact Center (AACC) with Elite customers who are interested using a blended environment (Voice on Elite with Multimedia on AACC) Non-Avaya third-party Workforce Optimization (WFO) solution Key features Centralized management and administration of all contact center applications Personalized thin client application interface Real-time monitoring and historical analysis of agents, skills, Vector Directory Numbers (VDNs), campaigns, and other business data Visual call flow design and vector management Role-based permissions and multi tenancy support 5 Deploying ACCCM in the HA mode May 2013

6 Full Microsoft Active Directory integration with single sign-on (SSO) functionality Installation overview When you implement ACCCM in the High Availability (HA) mode, you must configure the following components as part of the installation: Database Replication Virtual IP address of Load Balancing optional System Services Deployment options The following are the different deployment options for ACCCM in the HA mode: Active/Active with single access (virtual IP address) Customers can use this mode to install two or more ACCCM instances. Each instance is active and users can be connected to every one of them through a virtual IP address. You can manage the virtual IP address either through the standard Windows Network Load Balancing (NLB) configuration or by using an external NLB solution. Active/Active with standalone access Customers can use this mode to install two or more ACCCM instances. Each instance is active and users can be connected to every one of them manually. Each server has a dedicated IP address for access and users must point their browser to the server they want to work on. Active/Passive (for ESS/LSP environments only) Customers can use this mode to install a main ACCCM server and the secondary ACCCM server. All the users in the environment work on the main server, which replicates data to the secondary server. The secondary server will become active only if Avaya Aura Communication Manager moves to ESS/LSP, and all changes that are done on the secondary server will be overwritten by the primary server similar to how the Avaya Aura Communication Manager ESS/LSP architecture works. 6 Deploying ACCCM in the HA mode May 2013

7 Chapter 2: Using the Active/Active with single access deployment option This chapter includes: Single access (virtual IP address) on page 7 Standalone Access (dedicated IP address) on page 8 Multi data center scenario on page 9 Active/Active deployment for Avaya one-x Agent clients on page 10 Single access (virtual IP address) The Active/Active with a single access deployment option allows you to install two or more instances that are using a single virtual IP address. Both servers are completely active and work in parallel. As part of this deployment, you must install the ACCCM database on an MSSQL 2008 Standard or Enterprise edition. You can install the database server as part of the ACCCM server (single server deployment) or host the database on any SQL Server that exists in the customer environment. The following figure illustrates the architecture of the solution where all components run on a single or multiple servers: 7 Deploying ACCCM 7.0 in the HA mode May 2013

8 ACCCM users can browse to a single IP address, as shown in the figure as Virtual IP address. The virtual IP address balances the users between two or more ACCCM instances, when each instance is running a full set of ACCCM application layer services. Each ACCCM instance is working with a dedicated database layer, which is replicated in a bidirectional replication with all other ACCCM database instances in the environment. Every change that you do on one of the ACCCM instances is synced between all instances. See the following chapters for a single access configuration: o Chapter 5: Configuring the Windows based virtual IP address on page 17 o Chapter 6: Installing MSSQL 2008 R2 Standard or Enterprise Edition on page 28 o Chapter 7: Installing ACCCM on page 37 o Chapter 8: Configuring Database Replication on page 47 Standalone Access (dedicated IP address) The Active/Active with a dedicated IP address deployment option allows you to install two or more instances that are using a unique IP address. Both servers are completely active and are working in parallel. As part of this deployment, you must install the ACCCM database on an MSSQL 2008 Standard or Enterprise edition. You can install the database server as part of the ACCCM server (single server deployment) or host the database on any SQL Server that exists in the customer environment. The following figure illustrates the architecture of the solution where all components can run on a single server or multiple servers: The ACCCM users can browse to a dedicated IP address for each server, which means that the user 8 Deploying ACCCM in the HA mode May 2013

9 can decide which ACCCM instance to use, where every instance is running a full set of ACCCM application layer services. Each ACCCM instance works with a dedicated database layer, which is replicated in a bi-directional replication with all other ACCCM database instances in the environment. This means that every change that the user performs on one of the ACCCM instances is synced between all instances. See the following chapters in this guide for a single access configuration: o Chapter 6: Installing MSSQL 2008 R2 Standard or Enterprise Edition on page 28 o Chapter 7: Installing ACCCM on page 37 o Chapter 8: Configuring Database Replication on page 47 Multi data center scenario The following figure illustrates a scenario of an ACCCM deployment in Active/Active architecture with three Data Centers. Each Data Center has its own set of Avaya systems and an ACCCM. Each ACCCM nodes in each data center can perform administration and provisioning of each Avaya system regardless of the Data Center location. The green lines in the figure represent the provisioning or the administration performed by ACCCM on the Avaya systems. Each system has three different lines that connect the ACCCM node to the different Data Centers. The light blue dotted lines represent the data replication between the ACCCM nodes. The system replicates change performed on one node to all other nodes in the environment. This architecture can provide load balancing for large environments and full redundancy between two or more ACCCM nodes. 9 Deploying ACCCM 7.0 in the HA mode May 2013

10 Active/Active deployment for Avaya one-x Agent clients The following figure illustrates the scenario of an ACCCM Avaya one-x CAM deployment in Active/Active architecture with two ACCCM nodes. This architecture includes two ACCCM one-x CAM nodes with the following components: ACCCM one-x Database: Stores the configuration and profiles of the one-x Agent clients. ACCCM one-x Web Service: The configuration services that communicates with the Avaya one-x Agent CAM clients to retrieve and save the Avaya one-x Agent profiles from the ACCCM Avaya one-x database. Customers can install the ACCCM one-x Web services on two ACCCM servers that are configured to work with a Virtual IP address. The Avaya one-x Agent clients are configured to work with the Virtual IP address. The configuration is performed during the Avaya one-x agent client installation or from the registry of the Avaya one- X agent client machine. When you start the Avaya one-x Agent client, the system connects the client to one of the ACCCM one-x Web Service nodes and retrieves the configuration from the ACCCM one-x Database. Changes performed in the environment are replicated between both the ACCCM one-x Agent databases in a bi-directional replication. 10 Deploying ACCCM in the HA mode May 2013

11 Requirements For the Active/Active deployment in Avaya one-x Agent client deployment, you must have the following operating system and database server: Operating System The ACCCM server for HA deployment must have one of the following operating systems: Primary Server: Windows 2008 R2 Secondary Server: Windows 2008 R2 Supported database software The ACCCM server must have one of the following Microsoft SQL servers: Primary Server: Microsoft SQL Server 2008 R2 Standard or Enterprise Edition. Secondary Server: Microsoft SQL Server 2008 R2 Standard or Enterprise Edition. 11 Deploying ACCCM 7.0 in the HA mode May 2013

12 Chapter 3: Using Active/Active with standalone access deployment mode This chapter includes: Standard Active/Passive on page 12 ESS/LSP scenario on page 13 Disaster Recovery scenario on page 13 Standard Active/Passive This architecture is for deployments when there is a Data Center that is not active in the daily operation. You must use this for disaster recovery. The Active/Passive mode might be suitable for ESS/LSP deployments with ACCCM. With the Active/Passive deployment option, you can install two or more instances of ACCCM if you have one of the servers defined as the primary server and use the server for daily operation. Use all passive servers only if the primary server is not reachable. As part of this deployment you must install the database on an MSSQL 2008 Standard or Enterprise edition, while the secondary server can run the MSSQL 2008 Express, Standard or Enterprise. You can install the database server as part of the ACCCM server (single server deployment) or you can host on any SQL Server that exists in the customer environment. The following figure illustrates the architecture of the solution with all components running on a single server or multiple servers: 12 Deploying ACCCM in the HA mode May 2013

13 ACCCM users can browse to a dedicated IP address of the master server. The master server replicates all changes to the secondary server in real-time. All system services are running on the primary server, while on the secondary most of the services are down and waiting for the heartbeat signal to start. In case of a failure in the master ACCCM server or in case a specific disaster recovery scenario kicks in, the users can browse to the secondary server and work. This deployment type is for ESS/LSP environments, which means that all changes performed in the ACCCM secondary server will be lost after you move back to the primary, similar to the changes that are deployed on the ESS/SLP Avaya Aura Communication Manager instance. See the following chapters for a single access configuration: o Chapter 6: Installing MSSQL 2008 R2 Standard or Enterprise Edition on page 28 o Chapter 7: Installing ACCCM on page 37 o Chapter 8: Configuring Database Replication on page 47 ESS/LSP scenario The following figure illustrates a scenario of an ACCCM deployment with the Avaya ESSL/LSP architecture. The ACCCM server that is installed as the primary server manages the Avaya components, for example, Avaya Aura Communication Manager that are defined as Avaya Main. Each change in ACCCM 1 is replicated through a one direction database replication to ACCCM 2. Changes performed on the AVAYA CM Main are replicated over to the ESS/LSP node. In case of a failure in Avaya Main, the ESS/LSP will become active. If you make any changes to administration on the ESS/LSP, the connection with the ACCCM1 system is lost when the Avaya Main system takes control as the main system in the environment. The ACCCM secondary system in the figure as ACCCM 2 works in the same way. The ACCCM system loses any change you make on the ACCCM 2 node when the system connection returns to the primary ACCCM 1 node. Disaster Recovery scenario The following figure illustrates a scenario of an ACCCM deployment with the Standby Disaster Recovery (DR). The ACCCM server that is installed as the primary server manages the Avaya components, for example: Avaya Aura Communication Manager that is defined as Avaya Main. Each change made in ACCCM 1 is replicated through a one-way database replication to ACCCM Deploying ACCCM 7.0 in the HA mode May 2013

14 If the ACCCM 2 node becomes active when the DR site becomes active, the system will not replicate any changes on the ACCCM 2 node to the ACCCM 1 node when the system becomes active again. To move changes from the ACCCM 2 database to the ACCCM 1 database, you must perform manual database backup and restore process described as part of this document. Requirements The Active/Active with standalone access deployment mode must have the following operating system and database server: Operating System The ACCCM server for HA deployment must have one of the following operating systems: Primary Server: Windows 2008 R2 Secondary Server: Windows 2008 R2 Supported database software The ACCCM server must have one of the following Microsoft SQL servers: Primary Server: Microsoft SQL Server 2008 R2 Standard or Enterprise Edition. Secondary Server: Microsoft SQL Server 2008 R2 Express, Standard or Enterprise Edition. 14 Deploying ACCCM in the HA mode May 2013

15 Chapter 4: VMware support This chapter includes: Supported versions on page 15 VMware Fault Tolerance support on page 15 VMware VMotion Support on page 16 Supported versions ACCCM support deployments on the following platforms: VMware 3.X, 4.X & 5.0 Hyper-V Xen VMware Fault Tolerance support VMware Fault Tolerance (FT) is a component of VMware vsphere that provides continuous availability to applications, and prevents down-time and data loss in the event of server failures. VMware Fault Tolerance provides operational continuity and high levels of uptime in VMware vsphere environments. ACCCM fully supports deployments based on VMware Fault Tolerance and it does not require any configuration changes on ACCCM. For more information about VMware Fault Tolerance, see the VMware documentation. 15 Deploying ACCCM in the HA mode May 2013

16 VMware VMotion Support VMware VMotion activates the live migration of running virtual servers from one physical server to another with zero downtime. ACCCM supports deployments based on VMware VMotion. If you have configured the ACCCM VMware server to keep the MAC address during the migration process, you do not require to make changes on ACCCM. If the MAC address changes during the migration process, the ACCCM license becomes inactive. You must reissue the license. For more information about VMware VMotion, see the VMware documentation. 16 Deploying ACCCM in the HA mode May 2013

17 Chapter 5: Configuring the Windows based virtual IP address This chapter describes how to configure a virtual IP address between two ACCCM servers that are installed on Windows 2008 R2. You must perform this step only if you are deploying ACCCM with Active/Active and single access. NOTE: You must configure both the ACCCM servers with a permanent IP address and not set with Dynamic Host Configuration Protocol (DHCP). This chapter includes: Installing the Network Load Balancer feature on Windows on page Deploying ACCCM 7.0 in the HA mode May 2013

18 Configuring Network Cluster for ACCCM on page 20 Installing the Network Load Balancer feature on Windows 1. On the server desktop, right-click My Computer and select Manage. The system displays the following screen: 2. Click Manage. The system displays the following screen: 18 Deploying ACCCM in the HA mode May 2013

19 3. In the Server Manager dialog box, right-click Features and select Add Features. The system displays the following screen: 4. In the Features pane, select Network Load Balancer and click Next. The system displays the following dialog box: 19 Deploying ACCCM 7.0 in the HA mode May 2013

20 5. Click Install. The system displays the following dialog box: 6. Click Close. 7. Repeat the same steps on the secondary ACCCM server. 20 Deploying ACCCM in the HA mode May 2013

21 Configuring Network Cluster for ACCCM 1. Log in to the primary ACCCM server. 2. Open the Network Load Balancing Manager from Windows Administrative Tools. The system displays the following screen: 3. Right-click the top part of the tree and select New Cluster. The system displays the following screen: 4. In the Host field, type the host name of the primary server and click Connect. The system displays the following screen: 21 Deploying ACCCM 7.0 in the HA mode May 2013

22 5. Select the interface that is used as the main interface and click Next. The system displays the following screen: 6. Click Add. 22 Deploying ACCCM in the HA mode May 2013

23 The system displays the following screen: 7. In the IP Address fields, type the virtual IP address and click OK. The system displays the following screen: 8. Click Next. The system displays the following screen: 23 Deploying ACCCM 7.0 in the HA mode May 2013

24 9. In the New Cluster parameters dialog box, perform the following steps: a. In the IP address field, type the IP address of virtual IP host. b. In the Cluster operation pane, select Multicast. 10. Click Next. The system displays the following screen: 11. In the Port Rules tab, select the IP range row and click Edit. The system displays the following screen: 24 Deploying ACCCM in the HA mode May 2013

25 12. In the Port range pane, type the Port 80 or 443 (for HTTPS) and click OK. The system displays the following screen: 13. Click Finish. 14. In the Network Load Balancing Manager Admin screen, right-click the cluster and select Add Host to Cluster. 25 Deploying ACCCM 7.0 in the HA mode May 2013

26 The system displays the following screen: 15. Enter the name of the secondary server and click Connect. The system displays the following screen: 26 Deploying ACCCM in the HA mode May 2013

27 16. Select the Interface to assign to the NLB and click Next. 17. Click Next. The system displays the following screen: 18. Click Finish. After the system finishes creating the virtual IP, the system displays the following screen: 27 Deploying ACCCM 7.0 in the HA mode May 2013

28 28 Deploying ACCCM in the HA mode May 2013

29 Chapter 6: Installing MSSQL 2008 R2 Standard or Enterprise Edition This chapter includes: Using an existing instance of MSSQL on page 28 Installing the new MSSQL Server on page 28 Using an existing instance of MSSQL ACCCM can work on any existing MSSQL instance that provides the required performance and disk space. You can calculate the ACCCM database size based on the ACCCM Database sizing tool. You can download the ACCCM Database sizing tool from: Installing the new MSSQL Server 1. From the system, double-click the SQL Server installation wizard. The system displays the following screen: 2. In the SQL Server Installation center wizard, click Installation and select New Installation or add features to an existing installation The system performs the installation test on your server. When the wizard completes the test, the system displays the following screen: 29 Deploying ACCCM 7.0 in the HA mode May 2013

30 NOTE: If one of the tests fails, you must fix the issues and restart the SQL installation. 3. Click OK. The system displays the following screen: 4. In the Enter the product key field, type the product key and click Next. The system displays the following screen: 30 Deploying ACCCM in the HA mode May 2013

31 5. Select the I accept the license terms option and click Next. The system displays the following screen: 6. Click Install to start the installation of the support files. The system displays the following screen: 31 Deploying ACCCM 7.0 in the HA mode May 2013

32 7. Click Next. The system displays the following wizard. 8. Select the SQL Server Feature Installation option and click Next. The system displays the following screen: 32 Deploying ACCCM in the HA mode May 2013

33 9. In the Features pane, select the Database Engine Services and SQL Server Replication option and click Next. The system displays the following screen: 10. Click Next. The system displays the following screen: 33 Deploying ACCCM 7.0 in the HA mode May 2013

34 11. In the Instance root directory field, select the directory to install SQL and click Next. The system displays the following screen: 12. Click Next. The system displays the following screen: 34 Deploying ACCCM in the HA mode May 2013

35 13. In the Service Accounts tab, select the account that runs SQL Server Engine and SQL Server Agent and set both accounts to startup as Automatic. NOTE 1: You must configure SQL Server and Agent to run as administrator. NOTE 2: You mist run both services under the system account. 14. Click Next. The system displays the following screen: 15. Select the Mixed Mode (SQL Server authentication and Widows authentication) option to set the SQL server to work in mixed mode authentication. 16. In the Password fields, type the SA password. Remember this password for later use during the installation. 35 Deploying ACCCM 7.0 in the HA mode May 2013

36 17. Click Next The system displays the following screen: The system installs the SQL Server. 36 Deploying ACCCM in the HA mode May 2013

37 18. Click Install. The system completes the installation and displays the following screen: 19. Click Close. 20. Repeat this set of procedure on the secondary server. 37 Deploying ACCCM 7.0 in the HA mode May 2013

38 Chapter 7: Installing ACCCM This chapter includes: Installing the ACCCM primary server on page 37 Installing the ACCCM secondary server on page 42 Installing the ACCCM primary server 1. From the ACCCM installation CD, double-click the ACCCM installation setup. The system displays the following screen: 2. Click Next. The system displays the following screen: 38 Deploying ACCCM in the HA mode May 2013

39 3. Select Custom and click Next. The system displays the following screen: 4. From the Installation Type drop-down list, select NEWINSTALL and select the High Availability option and click Next. The system displays the following screen: 39 Deploying ACCCM 7.0 in the HA mode May 2013

40 5. Perform the following steps: a. From the Server Type drop-down list, select Primary. b. From the HA Mode drop-down list, select Standard. c. Click Next. The system displays the following screen: 6. Clear the SQL Server 2008 Express R2 selection and click Next. The system displays the following screen: 40 Deploying ACCCM in the HA mode May 2013

41 7. Select the components that you want to install. Ensure that the HA Service is selected from System Services. 8. Click Next. The system displays the following screen: 9. In the Server field, type the details of the Primary SQL Server you installed and click Next. The system displays the following screen: 41 Deploying ACCCM 7.0 in the HA mode May 2013

42 Continue with the standard installation screen identical to a HA install, until you reach the Provisioning server screen. The system displays the following screen: 10. In the Importer Host field, type the Localhost as the provisioning server host and click Next. 11. In the Importer Port field, type the port number and click Next. 12. Perform the same step in the Importer screen, configuring it to Localhost and click Next. 13. Continue with the installation steps and finish the installation the primary server. 42 Deploying ACCCM in the HA mode May 2013

43 Installing the ACCCM secondary server 1. Start the ACCCM installation wizard. The system displays the following screen: 2. Click Next. The system displays the following screen: 3. Select Custom and click Next. 43 Deploying ACCCM 7.0 in the HA mode May 2013

44 The system displays the following screen: 4. From the Installation Type drop-down list, select NEWINSTALL and select the High Availability option and click Next. The system displays the following screen: 5. Perform the following steps: a. From the Server Type drop-down list, select Secondary Server. b. To use a virtual IP address, from the HA Mode drop-down list select Virtual IP address. c. In the Primary Queue Srv field, enter the host name of the primary server. d. Click Next. 44 Deploying ACCCM in the HA mode May 2013

45 The system displays the following screen: 6. Clear the SQL Server 2008 Express R2 selection and click Next. The system displays the following screen: 7. Click Next 8. Select the components that you want to install. Ensure that you select HA Service under System Services. 9. Click Next. The system displays the following screen: 45 Deploying ACCCM 7.0 in the HA mode May 2013

46 10. Perform the following steps: a. In the Server field, type the details of the Primary SQL Server you installed and click Next. b. In the Port field, type the port number as c. In the Username field, type the name of the user. d. In the Password field, type the password of the user. The system displays the following screen: 11. Continue with the standard installation screen identical to a HA install, until you reach the Provisioning server Installation screen. The system displays the following screen: 46 Deploying ACCCM in the HA mode May 2013

47 12. In the Importer Host field, type the Localhost as the provisioning server host 13. In the Importer Port field, type the as the provisioning server host. 14. Click Next. 15. Perform the same step in the Importer screen, configuring it to Localhost and click Next. 16. Continue with the installation steps and complete the installation the primary server. 47 Deploying ACCCM 7.0 in the HA mode May 2013

48 Chapter 8: Configuring Database Replication This chapter includes: Enabling replication on Windows 2008 R2 Servers on page 47 Configuring the database replication for ACCCM Active/Active (bi-directional replication) on page 49 Configuring the database replication for ACCCM Active/Standby (one-way replication) on page 68 Starting the replication for the first time on page 106 Enabling replication on Windows 2008 R2 Servers Perform the following steps on the database server to activate replication on both the primary and the secondary servers: 1. From the ACCCM system, open the Windows Component services. The system displays the Component Servers window. 2. Expand the tree, right-click Local DTC, and click Properties. 48 Deploying ACCCM in the HA mode May 2013

49 The system displays the following screen: 3. Select the Security tab and configure the system. 4. Click OK. The system displays the following screen. 49 Deploying ACCCM 7.0 in the HA mode May 2013

50 5. Click Yes to confirm. The system displays the following screen: 6. Click OK. 7. Restart the server. Configuring the database replication for ACCCM Active/Active (bi-directional replication) 1. From the ACCCM system, open SQL Management Studio on the Primary SQL Server and login with an SA account or as an account with similar permissions. 2. Navigate to the Replication folder, and expand this folder. 3. Select Local Publication, right-click the folder, and select New Publication. 50 Deploying ACCCM in the HA mode May 2013

51 4. Click Next. 51 Deploying ACCCM 7.0 in the HA mode May 2013

52 5. Click Next. 6. Click Next. 52 Deploying ACCCM in the HA mode May 2013

53 7. Select ACCCM and click Next. 8. Select Transactional Publication with updatable subscriptions and click Next. 53 Deploying ACCCM 7.0 in the HA mode May 2013

54 9. Select Tables, but remove the following tables: ACTIVEMQ_ACKS ACTIVEMQ_LOCK ACTIVEMQ_MSG 10. Click Article Properties and select Set Properties of all table articles. 11. Ensure that the Copy foreign key constraints is set to True and click OK. 54 Deploying ACCCM in the HA mode May 2013

55 12. Click Next. 13. Click Next. 55 Deploying ACCCM 7.0 in the HA mode May 2013

56 14. Click Security Settings. 15. Configure the environment to work under SQL Server Agent Service account. 16. Configure the connection to the publisher to use SQL Server login and enter a login of SA or an SA equivalent account. 17. Click OK. 56 Deploying ACCCM in the HA mode May 2013

57 18. Click Security Settings. 19. Configure the queue reader to run in the SQL Agent account and click OK. 57 Deploying ACCCM 7.0 in the HA mode May 2013

58 . 20. Click Next. 21. Click Next. 58 Deploying ACCCM in the HA mode May 2013

59 22. In the Publication name field, type the publication name as ACCCM and click Finish. 59 Deploying ACCCM 7.0 in the HA mode May 2013

60 23. Click Close. 24. Go to SQL Management Studio. The system displays the SQL Management Studio window. 25. In the Object Explorer window, location the newly created publication, right-click the newly created publication (ACCCM) and select New Subscriptions. 60 Deploying ACCCM in the HA mode May 2013

61 26. Click Next. 27. Click Next. 61 Deploying ACCCM 7.0 in the HA mode May 2013

62 28. Select Run all agents at the distributor and click Next. 29. Click Add SQL Server Subscriber. 62 Deploying ACCCM in the HA mode May 2013

63 30. Enter the credentials of the secondary server and click Connect. 31. From the Subscription Database drop-down list, select ACCCM and click on Next. 63 Deploying ACCCM 7.0 in the HA mode May 2013

64 32. Click the button. 33. In the Distribution Agent Security window, perform the following steps: a. In the SQL Server Agent Service account, select Run. b. Connect to distributor with the ACCCM database user that you created as part of the ACCCM installation. c. Click OK. 64 Deploying ACCCM in the HA mode May 2013

65 34. Click Next. 35. Click Next. 65 Deploying ACCCM 7.0 in the HA mode May 2013

66 36. In the Login and Password fields, type the user details of the ACCCM user you created as part of the ACCCM installation and click Next. 37. Click Next. 66 Deploying ACCCM in the HA mode May 2013

67 38. Click Next. 39. Click Finish. 67 Deploying ACCCM 7.0 in the HA mode May 2013

68 40. Go to SQL Studio, select File > Connection Object Explorer. 41. Connect to the Secondary ACCCM Database that you just configured as a Subscriber. 42. Expand the navigation tree and right-click Local Subscription and Set Update Method. 68 Deploying ACCCM in the HA mode May 2013

69 43. Select Queue Updating and click OK. Configuring the database replication for ACCCM Active/Standby (one-way replication) 1. Open SQL Management Studio on the Primary SQL Server and login with an SA account or an account with similar permissions. 2. Navigate to Replication folder, expand it, select Local Publication, right-click the folder and select New Publication. 69 Deploying ACCCM 7.0 in the HA mode May 2013

70 3. Click Next. 4. Click Next. 70 Deploying ACCCM in the HA mode May 2013

71 5. Click Next. 6. Select ACCCM and click Next. 71 Deploying ACCCM 7.0 in the HA mode May 2013

72 7. Select Transactional Publication with updatable subscriptions and click Next. 8. Select Tables, but remove the following tables: ACTIVEMQ_ACKS ACTIVEMQ_LOCK 72 Deploying ACCCM in the HA mode May 2013

73 ACTIVEMQ_MSG 9. Click Article Properties and select Set Properties of All Table Articles. 10. Ensure that the Copy foreign key constraints is set to True and click OK. 11. Click Next. 73 Deploying ACCCM 7.0 in the HA mode May 2013

74 12. Click Next. 13. Click Security Settings. 74 Deploying ACCCM in the HA mode May 2013

75 14. In SQL Server Agent Service account, configure the environment to work. 15. Configure the connection to the publisher to use SQL Server login and enter a login of SA or an SA equivalent account. 16. Click OK. 17. Click Security Settings. 75 Deploying ACCCM 7.0 in the HA mode May 2013

76 18. In the SQL Agent account, configure the queue reader to run, and click OK Click Next. 76 Deploying ACCCM in the HA mode May 2013

77 20. Click Next. 21. In the Publication name field, type the publication name as ACCCM and click Finish. The system creates the publication: 77 Deploying ACCCM 7.0 in the HA mode May 2013

78 22. Click Close. 23. Go to SQL Management Studio. The system displays the SQL Management Studio window. 78 Deploying ACCCM in the HA mode May 2013

79 24. In the Object Explorer window, location the newly created publication, right-click the newly created publication (ACCCM) and select New Subscriptions. 25. Click Next. 79 Deploying ACCCM 7.0 in the HA mode May 2013

80 26. Click Next. 27. Select Run all agents at the distributor and click Next. 80 Deploying ACCCM in the HA mode May 2013

81 28. Click Add SQL Server Subscriber. 29. Enter the credentials of the secondary server and click Connect. 81 Deploying ACCCM 7.0 in the HA mode May 2013

82 30. From the Subscription Database drop-down list, select ACCCM and click on Next. 31. Click the browse button. 82 Deploying ACCCM in the HA mode May 2013

83 32. In the Distribution Agent Security window, perform the following steps: a. In the SQL Server Agent Service account, select Run. b. Connect to the distributor with the ACCCM database user that you created as part of the ACCCM installation. c. Click OK. 83 Deploying ACCCM 7.0 in the HA mode May 2013

84 33. Click Next. 34. Click Next. 84 Deploying ACCCM in the HA mode May 2013

85 35. Click Next. 36. In the Login and Password fields, type the user details of the ACCCM user you created as part of the ACCCM installation and click Next. 85 Deploying ACCCM 7.0 in the HA mode May 2013

86 37. Click Next. 38. Click Next. 86 Deploying ACCCM in the HA mode May 2013

87 39. Click Finish. The system creates the subscription. 40. Go to SQL Studio, select File > Connection Object Explorer. 41. Connect to the Secondary ACCCM Database that you just configured as a Subscriber. 87 Deploying ACCCM 7.0 in the HA mode May 2013

88 42. Expand the navigation tree and right-click Local Subscription and Set Update Method. 43. Select Queue Updating and click OK. Configuring the database replication for ACCCM one-x Active/Active (bi-directional replication) 1. Open SQL Management Studio on the Primary SQL Server and log in with an SA account or an account with similar permissions. 2. Navigate to the Replication folder, expand the folder, select Local Publication, right-click the folder and select New Publication. 88 Deploying ACCCM in the HA mode May 2013

89 3. Click Next. 89 Deploying ACCCM 7.0 in the HA mode May 2013

90 4. Click Next. 5. Click Next. 90 Deploying ACCCM in the HA mode May 2013

91 6. Select Transactional Publication with updatable subscriptions and click Next. 7. Select Tables. 8. Click Article Properties and select Set Properties of All Table Articles. 91 Deploying ACCCM 7.0 in the HA mode May 2013

92 9. Ensure that the Copy foreign key constraints is set to True and click OK. 92 Deploying ACCCM in the HA mode May 2013

93 10. Click Next. 11. Click Next. 93 Deploying ACCCM 7.0 in the HA mode May 2013

94 12. Click Security Settings. 13. Configure the environment to work under the SQL Server Agent Service account. 14. Configure the connection to the publisher to use the SQL Server login and enter a login of an SA or an SA equivalent account. 15. Click OK. 16. Click Security Settings. 94 Deploying ACCCM in the HA mode May 2013

95 17. Configure the queue reader to run under the SQL Agent account and Click OK. 18. Click Next. 95 Deploying ACCCM 7.0 in the HA mode May 2013

96 19. Click Next. 20. In the Publication name field, type the publication name as ACCCMONEX and click Finish. The system creates the publication: 96 Deploying ACCCM in the HA mode May 2013

97 21. Click Close. 22. Go to SQL Management Studio. The system displays the SQL Management Studio window: 97 Deploying ACCCM 7.0 in the HA mode May 2013

98 23. In the Object Explorer window, location the newly created publication, right-click the newly created publication (ACCCM) and select New Subscriptions. 24. Click Next. 98 Deploying ACCCM in the HA mode May 2013

99 25. Select ACCCMONEX and click Next. 26. Select Run all agents at the distributor and click Next. 99 Deploying ACCCM 7.0 in the HA mode May 2013

100 27. Click Add SQL Server Subscriber. 28. Enter the credentials of the secondary server and click Connect. 100 Deploying ACCCM in the HA mode May 2013

101 29. From the Subscription Database drop-down list, select ACCCMONEXDB and click Next. 30. Click the browse button. 101 Deploying ACCCM 7.0 in the HA mode May 2013

102 31. In the Distribution Agent Security window, perform the following steps: a. In the SQL Server Agent Service account, select Run. b. Connect to the distributor with the ACCCM database user that you created as part of the ACCCM installation. c. Click OK. 102 Deploying ACCCM in the HA mode May 2013

103 32. Click Next. 33. Click Next. 103 Deploying ACCCM 7.0 in the HA mode May 2013

104 34. Click Next. 35. In the Login and Password fields, type the user details of the ACCCMONEX user you created as part of the ACCCM installation and click Next. 104 Deploying ACCCM in the HA mode May 2013

105 36. Click Next. 37. Click Next. 105 Deploying ACCCM 7.0 in the HA mode May 2013

106 38. Click Finish. 39. Go to SQL Studio, select File > Connection Object Explorer. 40. Connect to the Secondary ACCCMONEX Database that you configured as a Subscriber. 106 Deploying ACCCM in the HA mode May 2013

107 41. Expand the navigation tree and right-click Local Subscription and Set Update Method. 42. Select Queued updating and click OK. Starting the replication for the first time Perform the following process for each created for ACCCM or ACCCMONEX: 1. In SQL Management Studio, right-click the publication and select Launch Replication Monitor. 107 Deploying ACCCM 7.0 in the HA mode May 2013

108 2. Expand the tree and select the ACCCMONEX publication. 3. Click the Agents tab 4. Right-click the first row (Job= Snapshot), and click Start Agent. The system begins the agent settings. The initial sync process can take up to 30 minutes. You can check the status by right-clicking the subscription and selecting View Synchronization Status. The system completes the initial synchronization process. Changing the identity range for tables Perform the following process for each created for ACCCM or ACCCMONEX: 1. Change the identity range of the table and set the range up to 20K for both Publisher and Subscriber. To change the identity range, perform the following steps: 108 Deploying ACCCM in the HA mode May 2013

109 a. On Publisher, expand Replication > Local Publications. b. Right-click the Subscription and choose Properties. c. Select the Articles page. d. Highlight the appropriate table. e. Click the Article Properties button, and select Set Properties of Highlighted Table Article. f. In the Article Properties window, look for Identity Range Management options and change the values. g. Click OK. h. Click OK again. 2. Run the sp_adjustpublisheridentityrange stored proc on Publisher by performing the following steps: a. Start a new query window on the server. b. Choose the correct database. c. Execute = 'node_attrib_rslt'. 3. From subscriber, force-synchronize the servers by performing the following steps: a. On Subscriber, expand Replication > Local Subscriptions. b. Right-click a subscription and choose View Subscription Status. c. In the View Subscription Status dialog box, click the Monitor button. d. In the Replication Monitor window, expand a Publisher in the left hand pane. e. Click Subscription to edit. f. In the right hand pane, right-click the Subscription status and select Start Synchronizing. The system displays the Synchronizing status and displays the notifies on successful synchronization, g. Click the Warnings and Agents tab. h. Right-click the Agent and select Start. On successful start, the system transfers the change of properties from the server to the client. 109 Deploying ACCCM 7.0 in the HA mode May 2013

110 Chapter 9: ACCCM Services in HA This chapter includes: Setting the ACCCM services in the HA mode on page 109 Sync Service configuration on page 110 MM Connector configuration on page 111 AD Sync configuration on page 112 Audit Log configuration on page 112 License Tracker configuration on page 112 Setting the ACCCM services in the HA mode Configure ACCCM Windows Services on each ACCCM nodes based on the following table: Service name Instance A Instance B Comments Sync Service Running Running See Comments about the Sync service in this guide. Schedule Server Running Running MM Connector Running Running See comments about MM connector in this guide. AVP DMS Running Running AVP DB Loader Running Running Importer Running Running AD Sync Running Stopped See comments about AD Sync in this document. Audit Log Running Stopped See comments about Audit Log in this document. License Server Running Running License server must be configured as localhost in the license_service_data database table. Log Server Running Running Notification Server Running Running Provisioning Server Running Running Sphere Feeder Running Running Sphere Engine Running Running Sphere Analytics Running Running License Tracker Running Stopped See comments about License Tracker in this guide. Vector Validation Running Running Tomcat Running Running Functional Server Running Running 110 Deploying ACCCM in the HA mode May 2013

111 Service name Instance A Instance B Comments HA Server Running Running Sync Service configuration To run the sync service in the HA mode, you must configure two sync services in ACCCM: Each Sync Services must point to the local ACCCMSYNC database. For example, Sync Service ID 1 must point to the ACCCMSync database installed on myserver1, while the Sync Service ID 2 must point to the ACCCMSync database installed on myserver2. You must configure the sync ID on the server. In the Sync Service folder, there is a file called NAV360SyncConfig.xml. You must modify the syncserviceid in this file as follows: <?xml version="1.0" encoding="utf-8"?> <configuration> <configsource> <!-- id of configuration from NAV360 table 'Sync_Service_Parameters'--> <syncserviceid>1</syncserviceid> <!--application type: NAV360, avaya--> <applicationtype>avaya</applicationtype> <!--dem communicator time out in ms--> <demsynctimeout>300000</demsynctimeout> </configsource> 111 Deploying ACCCM 7.0 in the HA mode May 2013

112 </configuration> The ID of the primary server must be 1 and the ID of the second server must be 2. If you have more than two ACCCM servers, the ID of the Sync must change accordingly. MM Connector configuration To run the MM connector in the HA mode, you must configure the MM Connector service to authenticate with MM using the local username configuration stored in the MM connector configuration xml file. When the MM connector is configured in a standard environment, you must configure a trusted server on Avaya Modular Messaging or Avaya Aura Messaging. The trusted server configuration is the ACCCM server. In ACCCM, you must configure the Modular Messaging or Avaya Aura Messaging connection details, including the Trusted Server user under the CFG > UM section: When you configure ACCCM in the HA mode, you must configure both or more ACCCM servers as trusted servers on the Modular Messaging or Avaya Aura Messaging systems. In ACCCM, you must configure a single MM connection, identical to what is done in the standard ACCCM deployment. In each ACCCM server, you must modify the config.xml file located in the MM Connector folder. The connector includes two parameters as follows: Parameter name Value Description Authenticationtype HA ACCCM: If it is set to ACCCM, the system uses the User Name field that is received from the provisioning server for the authentication process. Hausername Cn=[ACCCM server name],dc=avaya HA: If it is set to HA, the system retrieves the user name that will be used for the authentication process from the config.xml (hausername). The MM connector uses this user name for the authentication process in case the authentication type is set to HA. You must replace the [ACCCM server name] with the hostname of the ACCCM server that is running the MM Connector. For example, the username of myserver1 must be: Cn= myserver1,dc=avaya While the username of myserver2 must be: 112 Deploying ACCCM in the HA mode May 2013