Avaya Contact Center Express Release 5.0 Database Deployment and Management User Guide

Transcription

1 Avaya Contact Center Express Release 5.0 Database Deployment and Management User Guide Release 5.0 August 2010

2 Contents Contents Preface Purpose Audience Related documents Availability Chapter 1: Introduction Using Database Deployment and Management Creating a Database Upgrading a Database Buttons, edit boxes and combo boxes Spawning ASMSDataX database Removing old ASMSDataX database Index Database Deployment and Management User Guide August

3 2005 to 2010 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree 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 the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. 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 through the Avaya Support Web site: License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. 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 End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) 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 Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: 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 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 Web site: Trademarks Avaya and the Avaya logo are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All other trademarks are the property of their respective owners. Downloading documents For the most current versions of documentation, see the Avaya Support Web site: Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is in the United States. For additional support telephone numbers, see the Avaya Support Web site:

4 Preface This section contains the following topics: Purpose on page 3 Audience on page 3 Related documents on page 3 Availability on page 4 Purpose The purpose of this guide is to provide information about using Database Deployment and Management plug-in to create Media Store and Contact databases in Contact Center Express Release 5.0. Audience This guide is intended primarily for database administrators who are creating or upgrading databases in Contact Center Express. You should use this guide as an information source for: Creating databases Upgrading databases Related documents The following documents in the Avaya IC Release 5.0 documentation set are related to the installation and configuration of an Avaya IC system: Control Panel User Guide: This guide provides information about configuring Contact Center Express and make the contact center ready for agents to receive voice and multimedia work items from customers. Database Deployment and Management User Guide August

5 Preface Availability A soft copy, in.pdf, of this guide is available on the Avaya support Web site: support.avaya.com. 4 Database Deployment and Management User Guide August 2010

6 Chapter 1: Introduction The Database Deployment and Management plug-in is also known as ASCCEDBDeploymentUtilityPlugin.dll. The previous ASCCEDBDeploymentUtilityPlugin.dll only allowed users to deploy Reports to the MS Reporting Server. It did not provide users with the ability to deploy Contact Center Express databases. Prior to the updated database deployment functionality provided by this plug-in, the management of database deployment was performed through the AS Maintain Database.bat and Run AS Maintain Database.bat files. These are batch files with the relevant.sql scripts provided with the various installation packages (for example, Media Stores and ASContact Database). Note: Note: The Interaction Data Server database management is still handled the same as before and is not part of this plug-in solution. Using batch files are fine but has a shortcoming in the sense that it is unable to deploy to a remote database server. The Database Deployment and Management plug-in uses XML files plus the same.sql scripts to perform the database creation and upgrading processes. The XML file must be named DatabaseInstructions.xml and these will need to follow the specified schema for well-formedness. The following is the typical XML schema: <?xml version="1.0" encoding="utf-8"?> <DatabaseMaintenance> <DatabaseDescriptor> <DatabaseName> </DatabaseName> <MinimumDatabaseEngineVersion>9</MinimumDatabaseEngineVersion> <DatabaseDescription> </DatabaseDescription> </DatabaseDescriptor> <DatabaseAction> <ActionFileName>TheSQLScriptFileName.sql</ActionFileName> <ResultantDatabaseVersion> </ResultantDatabaseVersion> <ActionComment> </ActionComment> </DatabaseAction> Database Deployment and Management User Guide August

7 Chapter 1: Introduction Using Database Deployment and Management The plug-in hunts out all the DatabaseInstructions.xml files available that are well formed from a specified location. The default being C:\Program Files\Avaya\Contact Center Express\Desktop\ Contact Center Express Control Panel\Databases. Now you can either create new database or upgrade an existing by right-clicking the relevant Database Management node in the CCE control panel. 1. In the CCE control panel, select and right-click the Database Management node. The Create New Database context menu opens. 6 Database Deployment and Management User Guide August 2010

8 Creating a Database 2. Select an option. The Database Management page opens. Creating a Database 1. Right-click the corresponding Contact or Media Store database node. Database Deployment and Management User Guide August

9 Chapter 1: Introduction Note: Note: Note: Note: In this case there is no sub context menu like in the case of the context menu in the Database Management node. This is because we know that the database type is ASMSControl. This is exactly what happens in the case of Contact Database node context menu. Upgrading a Database 1. Select and right-click the database that you want to upgrade. 8 Database Deployment and Management User Guide August 2010

10 Upgrading a Database 2. Once the database server has been selected, the following screen appears if an upgrade is required. Database Deployment and Management User Guide August

11 Chapter 1: Introduction 3. Once the database server has been select, the following screen appears if an upgrade is not required. Buttons, edit boxes and combo boxes Clicking on the button will search through the network for all SQL database servers. The drop down combo box is an editable drop down combo box whereby the user does not have to click the button just to be able to select a SQL database server. They could also just type it in. By default, the drop down list is not populated. This will only get populated when the button is clicked. 10 Database Deployment and Management User Guide August 2010

12 Creating ASMSDataX database Note: Note: User must fill the Username and Password fields using the SA account credentials if they are using sql authentication. The SQL Server must be configured for SQL Server and Windows (mixed mode) authentication and not Windows only authentication. The Create/Upgrade button will only be enabled when everything is correct. The Status rtf box will provide users with the status and will display information on the progress of the creation and upgrade. The following context menu is provided for convenience where users may want to copy selected text or select all text to copy to a text editor or word document for troubleshooting. This context menu is also available now for the reports deployment window. Creating ASMSDataX database CCE 4.0 introduces a new database structure for CCE, and replaces the previous ASMediastore (and optionally the ActiveInteractionData) databases with a new database structure. The ActiveInteractionData and ASMediastore databases are combined into a new database subsystem fronted by the ASMSControl database. This in turn spawns and manages a series of ASMSDataX databases (where X=1,2,3,n). This mechanism provides CCE with an on-the-fly archival system that writes data once only. Reporting and other data retrieval functions address ASMSControl which decides which group of ASMSDataX databases to examine. Data retrieval then occurs across these databases. All mediastores and other database addressing servers now write to ASMSControl, not to other databases. Database Deployment and Management User Guide August

13 Chapter 1: Introduction CCE version 4.x does support an archiving function. It exist a store procedure to create a new "ASMSDataX" database. You can just set a "from date" and CCE will write all new data to another (new) "ASMSDataX" database. Use the following SQL query to prepare a new database and to set the "from date". USE [ASMSControl] GO int = = N'2009/11/01 00:00' /**** <== change this date ****/ SELECT 'Return Value' GO Removing old ASMSDataX database To remove any old ASMSDataX database with MS SQL Srv Mgmt Console: 1. Back up the ASMSDataX database. 2. Back up the ASMSControl database. 3. In Microsoft SQL Server Management Studio: 4. Right-click the ASMSControl.dbo.Databases node and click Open. 5. For the record with the databse name as ASMSDataX, set 0 in the DatabaseOnline column. 6. Right-click the database ASMSDataX and click Delete. 12 Database Deployment and Management User Guide August 2010

14 Creating ASMSDataX database 7. Select the Close existing connections check box. 8. Click OK. Database Deployment and Management User Guide August

15 Chapter 1: Introduction 14 Database Deployment and Management User Guide August 2010

16 Index Index I Introduction M managing databases create database database deployment and management plugin... 6 UI controls upgrade database Database Deployment and Management User Guide August

17 Index 16 Database Deployment and Management User Guide August 2010