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5C00641I - Version 2.3 Avaya Framework Installation and Configuration for Avaya Avaya Av aya Aura Workforce Optimization R12.0

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Course Overview 

Welcome to 5C00641I: Avaya Framework Installation and Configuration for Avaya Aura Workforce Optimization R12.0



This course focuses on the installation, configuration and implementation of Avaya Framework Server.

Course Duration: 3 days

Course Overview 

Welcome to 5C00641I: Avaya Framework Installation and Configuration for Avaya Aura Workforce Optimization R12.0



This course focuses on the installation, configuration and implementation of Avaya Framework Server.

Course Duration: 3 days

Course Objectives After completing this course, you will be able to: 

Describe the Avaya Framework



Describe the Avaya Framework deployment model



Install Framework



License Application



Complete basic configurations and features



Validate the installation

Module 1

Avaya Framewor Framework k and Deployment Deployment Overview

Module Objectives After completing this module, you will be able to: 

Describe Avaya Framework.



Describe the Avaya Framework Deployment Model.



Describe the available Framework Documentation.

Module 1 Lesson 1

Avaya Framework Overview

Lesson Objectives After completing this lesson, you will be able to: 

Introduce Avaya Framework.



Define available Avaya Framework package types.



Define Avaya Framework User Interfaces.



Define Framework Application Modules.

Resources 

Avaya Technology, Security, Encryption, and Networking Deployment Reference Guide Release 12.0



Avaya Aura Workforce Optimization System Installation and Upgrade Guide Release 12.0



Avaya Technical Overview User Guide Release 12.0

Avaya Aura ® Workforce Optimization Overview 

Workforce Optimization is a matter of continual process improvement, which consistently brings increased returns through reduced operating costs, improved customer service, and higher employee morale and productivity.



Avaya Aura ® Workforce Optimization (WFO) helps businesses balance efficiency and effectiveness by using the contact center strategically rather than just as an organization that fields calls.



Avaya Aura® WFO gives businesses a better understanding of customer satisfaction and dissatisfaction, it offers intelligent insights that allow the business to operate more efficiently.



Avaya Aura® WFO unifies Contact Recording, Quality Monitoring, eLearning, Workforce Management, Analytics, and Customer Feedback under one platform that provides a single user interface and centralized system administration and reporting.



With Workforce Optimization, your contact center and back-office operations can capture, share, and act on information from across the enterprise.

Framework Overview 

Avaya Framework is the based software installation required for most of the software applications included with Avaya Aura ® Workforce Optimization (WFO), including Avaya Workforce Management.



To provide seamless end-user access to all applications Avaya WFO offers the following Framework features: – Single sign-on to provide seamless access from component to component without having

to log in multiple times. – Work-flow features to enhance productivity

– Alerts to inform you of important system events – Wide-range of standard out-of-the-box report templates, and the ability to create your

own ad hoc reports 

Avaya WFO includes packages/modules that are licensed within the Framework software.

Avaya Framework Packages/Modules 

To meet the needs of a broad spectrum of enterprises, the Avaya Aura ® Workforce Optimization Solution is available in pre-packaged solutions that deliver different levels of functionality. – Operational Series Avaya Aura ® Workforce Optimization (or Operational Package)

-- is comprised of functionality designed to optimize agent performance, reduce risk, and automate manual processes such as call recording, content producer and forecasting and scheduling. – Advanced Series Avaya Aura ® Workforce Optimization (or Advanced Package) -builds on the Operational Series’ functionality, and focuses on optimizing enterprise

performance by raising first call resolution rates, increasing enterprise revenue generation, and ensuring consistent customer experiences. This includes applications such as Strategic Planner. * Optional Add-on Features are available with each package to extend functionality further.

Avaya Framework – Operational Package Operational Package includes: 

Forecasting and Scheduling—Client software used for daily and weekly forecasting and scheduling.



Web-Enabled Self-Service— A standard, web-based interface module for agents, supervisors, and administrators.



Advanced Adherence—Real-time agent adherence tracking, adherence management capabilities for monitoring adherence to schedule for deferred media, including aux codes and non-phone-based activities, as well as enabling management of adherence exceptions.



Basic Scorecards—Measurement and management application that can help measure the productivity and efficiency of the company. Uses predefined roleappropriate scorecards with pre-packaged Framework and Quality Key Performance Indicators (KPIs), which display actual performance information on a daily basis.



Coaching – Allows contact centers to make agent coaching a part of daily operations. It provides out-of-the-box workflow for scheduling, delivering, and

tracking agent coaching that is integrated with individual quality monitoring

Avaya Framework - Operational Package cont’d 

Standard Reports - The WFO common reporting engine with a single report writer across the complete solution allows you to choose from an extensive set of standard, pre-configured reports. You can schedule reports to run automatically or run on an on-demand basis. You can restrict access to reports to one or more user

roles. 

Ad Hoc Reports – allows report analysts to customize and generate simple graphical or tabular reports by selecting data elements from a catalog, and applying basic filtering and formatting options. You can set up report queries in

advance and save queries to generate future reports against new data. 

Shift Swap – Agents can also post, negotiate, and request full or partial-day shift swaps via an online swap board — which is monitored by an automatic conflict checker and forwarded to managers for quick and easy processing. This can build morale and retention while allowing your managers to focus on coaching.



Pulse —. Used to monitor key metrics that get updated with each fresh batch of data from the ACD, track and compare actual, forecasted and required statistics by individual queue or combined queue, view deviations of key contact center metrics in percentages or absolute numbers and View intraday trends and historical data.

Avaya Framework Advanced Package The Advanced Package builds on the Operational Series functionality and focuses on optimizing enterprise performance. Advanced Package includes: 

Time Off Management (TOM)— A Web-based module enabling agents to request, and supervisors to manage, agents’ time -off and vacation requests.



Advanced Scorecards — A superset of the scorecards found in Basic Scorecards including the ability to display trend information compared to goals.



Strategic Planner — Allows you to plan long term for multi-skilled contact center and enterprise back-office environments, assess the operational and financial benefits and impacts of different scenarios before making decisions, increase forecasting accuracy with sophisticated analysis of historical data, plan your resources to reflect projected customer demand and corporate objectives, develop

optimal staffing plans that minimize costs while meeting service goals, and provide executives with the information they need to review and rapidly approve budgets and plans.

Avaya Framework Strategic Package The Strategic Series Framework Package builds on the Advance Series functionality and includes: 

Learning Lesson Management —Enables agents and supervisors to access ondemand learning, to enhance their skills, and to increase their productivity and performance.



Content Producer — An application composed of editing, authoring, and conversion tools to develop interactive clips for internal training and assessment.

Avaya Framework Additional Features Additional Licensed Functions and Features: 

Blended Media Scheduling (or Multi-Contact)** — Enables forecasting and scheduling for additional media other than phone, such as chat, e-mail, etc.



Shift Bidding — A Web-based module facilitating automated shift bidding.



Multi Week — Enables you to schedule over a multi-week period rather than one week at a time.



Operations -- Allows volume control and workload management, particularly within in the financial services arena.



Projects – Nominally part of the Blended Media Scheduling functions, this separately licensed feature expands the solution’s functionality to meet the needs of non-customer-facing activities in the financial services and banking arenas.



Outbound Scheduling**- Scheduling agents for outbound calls requires different forecasts, different goals, different scheduling methodology and different tracking than scheduling inbound agents

** Indicates a No-Cost License Line Item —These features are OFF by default and turned ON during the licensing process.

Avaya Framework Additional Features cont’d 

Multi-Site Scheduling ** - Designed to accommodate contact centers’ operating structure allowing for a single point of control over the entire network, or decisionmaking at individual sites. Information from the sites can be rolled up to present a complete picture of the entire contact center operations.



Queue Hopping** — Enables you to schedule agents to work on different queues at different times.



Alerts - This solution offers a set of alerts, which can be configured to monitor deviations from plan of several contact center metrics and events and then notify one or more identified individuals through screen pop-up alerts or e-mail.



KPI Design (Advanced Scorecards) — Enables customer to build custom KPIs.

** Indicates a No-Cost License Line Item —These features are OFF by default and turned ON during the licensing process.

Avaya Framework – Performance Package 

Performance Management Series Framework Package is similar to the Advanced Series Framework Package. It includes: – Strategic Planner – Volume Capture (part of the Operations functions mentioned above) – Pulse – Alerts – Standard reports – Ad-hoc reports – Advanced Adherence – KPI Design (includes all the functionality of Basic Scorecards and Advanced Scorecards)

Questions and Answers

Review Questions 1. What is Framework? 2. What are some of the applications available with Avaya Aura ® WFO? 3. What are the two packages available with Framework?

Module 1 Lesson 2

Framework Architecture and Deployment Overview

Resources 

Avaya Technical Overview User Guide Release 12.0Avaya Technology Map Release 12.0



Avaya Desktop Applications Deployment Reference and Installation Guide Release 12.0



Avaya Release 12.0 Technology, Security, Encryption, and Network Integration Deployment Reference Guide





Introduce Framework Architecture



Describe Data flow



Describe Framework Server Roles



Describe Framework Deployment Zones



Define Framework Server Requirements



Overview Framework Implementation

Framework Application Licensable Plug-ins Web Applications: WFM Scorecards

Content Producer

eLearning

Speech Analytics

Customer Feedback Coaching

QM 12.0

IIS Web Server/ Oracle Web Logic Applications Server

Cognos Reporting Server

Framework Data Center BPFX Integration Server A A d C a D p t e r s

SQL Database Server (MS 2008 64 bit)

BPWAREHOUSEDB BPMAINDB BPWHATIFDB

CRN

F r a m e w o r k

Framework Architecture and Dataflow Interconnections Other Systems

E-Mail Server

LDAP Server

Back Office Servers

User Workstations

E-mail alerts Web Client

Authentication

Statistics

Integration Server

ACD

Suite Web Server Application

Agent/manager Workstation

Application & Web Server BEA Web Logic 8.1

F&S Client Scheduler Workstation

Other Systems

Contact Statistics; Metrics

Cognos Reports Server

Main Database BP Main DB Planner Warehouse BP Warehouse DB

WFO Servers

Database Server MS SQL Server 2000

Planner Workstation

Framework Server Roles 

Database Servers – Microsoft SQL Server



Application Server – Oracle Weblogic – manages business logic



Integration Server – Provides seamless information flow between the Avaya Framework and Contact Center

data sources and applications



Reports Server – Cognos ReportNet – Reporting engine comes with a web-based reporting tool



Popup Server – Sends pop-up alert messages based on alert rules or when initiated by a user. – Listens on port 5060 for connections from the application server and pop-up clients

– Part of the Pop-up Notification System, which allows intrusive notifications to be sent directly to the agent’s desktop.

Framework Software Requirements 

Operating System: – Windows Server 2008 (Standard or Enterprise) R2, 64 bit – Memory: depends on configuration - range from minimum 8 GB to 16 GB



Database: – SQL Server 2008 R2/SP1Standard and Enterprise, 64-bit – SQL Server 2008 SP1, SP2, Standard and Enterprise, 64-bit – SQL Server 2005 SP3, SP4, Standard and Enterprise, 64-bit



Web/Application Servers: – – – – –



IIS 7.5 Oracle WebLogic Server 11g, Release 10.3.4 Microsoft .NET, Version 2.0, 3.5, 4.0 Oracle’s Java Runtime Environment (JRE) 6.0.xx

Apache Tomcat, Version 6.0.xx

Reporting: – Cognos 8v4, 64 bit



Virtualization Support – VMware Server Version 4 vSphere – Hyper-V (Windows based virtualization platform)

Not supported with 4 x quad-core servers (due to 8-core VMware limitation)

Avaya Desktop Application Matrix Desktop Applications

Function

Desktop Resources

Desktop Resources is a prerequisite package that includes mandatory resources required by certain desktop applications.

Playback

s r o s i s v t r n e e p g u A S

X

s r o t t s a r l s t r s y e i a n g i a n A n m a d d n M A a

X

X

X

Required to playback audio and screen files from the Portal.

X

X

X

Form Designer

Create and manage evaluation and assessment forms. *A Supervisor or Manager may require Form Designer if they have Administer privileges.

*

*

X

Standalone Form Designer

Offline version of the Form Designer with modified functionality for customers that need to set up forms in advance of installing Interactions and Analytics

Avaya Desktop Application Matrix (continued) Desktop Applications

Function

User Import Support Package

Imports individual users (not in bulk) from a windows domain into the User Manager.

Screen Recording (AIM)

Trigger audio recording, screen capture and provides logging information.

Pop-up Notification System Client

Send notices to agents manually, or automatically based on performance parameters.

Content Producer

Use to develop learning clips. Standalone product for developers of training content.

s r o s i s v t r n e e p g u A S

s r o t t s a r l s t r s y e i a g i n n a A n m a d d n M A a

X X


Function

s t n e g A

s r o s i v r e p u S

s r e g a n a M

Forecast and Scheduling

Manage and plan contact center activities.

X

X

Strategic Planner

Strategic resource planning.

X

X

Phonetic Boosting

Add new terms/phrases to the Speech Recognition engine’s pre -defined vocabulary and boost the recognition of all terms/phrases

s r o t t s a r y t l s i a n n A i m d d n A a

X

that are part of your company’s vocabulary.

Real Time Speech Calibration Applications

Analyze and diagnose Real Time Speech Notification performance. Add pronunciations to terms and calibrate notification scoring methods.

X


Function

s t n e g A

s r o s i v r e p u S

s r e g a n a M

s r o t t s a r l y t s i a n n A i m d d n A a

Desktop Gadgets

Displays Scorecard KPI information on the Desktop with near real time updates.

X

X

X

X

Logger

View log information for troubleshooting purposes. *Agent Logging is also possible using the log component of the Screen Capture Module.

*

X

X

X

Avaya Desktop Application Supported Operating System Desktop Applications

, t i b 4 1 6 P 8 S 0 2 0 R 2 , s 2 w R , o t d i n b i 2 W 3

- , s 4 e s 6 t ( a e n i 1 m s P i u t S l B , ( , 7 U e s ) t s i i r w b - p o 2 d 3 r e t n / i t i n W b E

2 ) 3 s 2 s P e n S i a s u t , B s e , i t v a e s m s i w i r l p o t r d U ( e n t t i i n W b e

, - e s 2 i 3 r 1 p r P t e S n a E t , s e i V t a ) s m s s w i t l o e n i d U ( n t s i i u W b B

, d r a , d 1 n a P t S S 3 t 0 i 0 b 2 2 e s 3 i s w 2 r o R p d , r e n 2 t i P n W S E

2 P S , 3 1 P P S S P P X X s s w w o o d d n i n i W W

Screen Capture Module (AIM)

X

X

X

X

X

X

X

Playback

X

X

X

X

X

X

X

Form Designer

X

X

X

X

X

X

X

Standalone Form Designer

X

X

X

X

X

X

User Import Support Package

X

X

X

X

X

X

Logger

X

X

X

X

X

X

X

Pop-up Notification System Client

X

X

X

X

X

X

X

Avaya Desktop Application Supported O.S. (cont’d) Desktop Applications

, t i b 4 1 6 P 8 S 0 2 0 R 2 , s 2 w R , o t i d b n i 2 W 3

Content Producer

- , s 4 e s 6 e ( t n a i 1 m s P i u l B S t , ( , 7 U e s ) s t i i r w b - p o 2 d 3 r e t n / i t i n W b E

2 ) 3 s 2 s P e n S i a s u t , B s e , i t v a e s m s i r w i l p o t r d U ( t e n i t i n W b e

, - e s 2 i 3 r 1 p r P t e S n a E t , s e i V t a ) s m s s w i l e o t n i d U ( n t s i i u W b B

, 2 P S , , 1 d P r S a 3 d 0 n a 0 t 2 S e s t s i i r w b - p o 2 d 3 r e n t i 2 n W R E

2 P S , 3 1 P P S S P P X X s s w w o o d d n i n i W W

X

X

X

X

X

X

X

X

X

X

Strategic Planner

X

X

Phonetics Boosting

X

Forecasting and Scheduling

Desktop Gadgets

X

X

X

X

X

X

X X

X

X

X

X

X

Additional Desktop Requirements 

Internet Explorer 7, 8, 9 (32-bit)



Virtualization: – VMware View – Citrix Server Version 6, 64 bit – HyperV



Java: – JRE 5.0, JRE 6.0, and JRE 7.0 are supported including all minor version releases.



Microsoft – .NET 2.0 SP1, .NET 3.5, .NET 4.0 – Visual C++ 2008 Runtime 32-bit – Direct X 9 and higher



Adobe Flash Player Plugin Version 7 and higher

IT and Security Considerations 

Framework uses Microsoft Windows Domain. All Framework servers, service user accounts, and service groups must be members of the Active Directory. – The domain controller can reside on any customer Domain Controller environment.

Desktops that reside on the customer domain must be able to resolve the IP address for system servers based on their FQDN or host name. – The Domain Controller can also be deployed on a Framework server. – In multiple domains, all server must use the same service account. – Multiple NICs on a Domain Controller can cause Active Directory and DNS problems,

often resulting in authentication issues. 

Static IP addressing is required for Avaya Framework .



IPv6 protocol is NOT supported. – IPv6 is enabled by default in Windows 2008 server

IT and Security Considerations (continued) 

IIS only on Data Center Application Servers – Machine with FTP enabled – Required for data sources that send data files to Framework via ftp; for example, CMS

System Deployment Zones The Avaya Framework logical architecture is based on two deployment zones: 1. Data Center : Serves as a centralized, single point of access where application data and content metadata is accessed, managed, and maintained. All databases, application servers, and integration servers reside in the Data Center zone.

Data Centre

Site

Site

2. Sites: Provides integration with the customer environment – Not used in Avaya environment . Desktop: Provides the agent or supervisor’s working environment.

Avaya Deployment includes one Data Center and Desktops (depending on the system size and scaling)

Data Center Zone 

– – – – –



BPMAINDB BPWAREHOUSEDB BPWHATIF CRN (Cognos) Depending on Platform selected, many others might be installed but not in use; e.g., Recording database, quality database

Databases Web Services Web Applications Integration Server

Web Services and Applications – – – –



Data Center

Databases

WebLogic & IIS Secure Access to Data Serves Entire Users in the Enterprise System Management Application

Integration Server – Agent Information – Agent State – adherence data – ACD – Framework Integration Services (Integration Server – BPFX)



Reporting Services – Cognos

– Reporting Management – Reporting Engine

Reporting Services

Data Center Zone – Database Overview Data Center zone databases contain the following information: 

System Management Data: Includes IT-oriented information on licenses, configuration, and data sources.



Application Management Data: Includes business-oriented information on: – User management: Includes users, hierarchy, roles, and user preferences – Application management: Includes forms, flags, reports, and Key Performance

Indicators (for Scorecards). – Application Data: Includes raw contact information, evaluations, agent adherence to

workflow procedures, and scorecard source measures, and excludes audio and screen information.

Data Center Zone – Database Overview (continued) 

BPMAINDB - Operational database : – Contains all employee and organization data and it is the primary database for

information. – Production database, required for all installations

– Stores critical information such as security, employees, organizations, as well as work

queue statistics, scheduling information and history, and time records 

BPWHATIFDB - What-If database: – Created as an exact copy of the BPMAINDB

– Used to explore different ways of producing schedules or obtaining statistical information

using data from the operational database. 

BPWAREHOUSEDB - Scorecards data warehouse: – Contains performance statistics that are extracted from the data sources

– Installed and used with Scorecards 

CRN - Reporting Database: – Contains reports required by the Reporting Service. – Installed and used with Cognos.

Data Center Zone – Web Services Overview 

Web services provide a secure interface for the upload, retrieval, and updating of Data Center zone database information, and of real-time information received from the CTI switch, such as the status of an agent, the number of active agents, and other user data.



Web services include Marking Web Services and Data Access Services, which enable third-party integration and professional services that enhance the product.



Web services are exposed over the WebLogic application server and the Internet Information Services (IIS) Web server.





All users log on to the system through Web applications. A single point of authentication—Single Sign-On (SSO)—provides access to all the application servers in the system, as defined by user privileges. Web applications run application pages with system management and application management data.

Data Center Zone – Web Services Overview (continued) 



The application cluster consists of one or more application servers, depending on the deployment size. In large deployments with more than one server, the application servers are deployed behind a Network Load Balancer (NLB) and each server exposes the same set of applications and services.

All application servers run the same version of software and have an identical configuration.



Users access the system from the URL of the NLB. The NLB routes the user to one of the application servers.



The application cluster consists of one or more application servers, depending on the deployment size.



In large deployments with more than one server, the application servers are deployed behind a Network Load Balancer (NLB) and each server exposes the same set of applications and services.

Data Center Zone – Integration Services Overview 

The Integration Server runs individual adapters used for importing data into the Workforce Management databases.



The Workforce Management web application’s System Management module’s

Integration section gives you access to Integration Server, an open integration platform that provides seamless information flow between the Foundation and contact center data sources and applications.

Data Center Zone – Integration Services Overview (continued) 

Integration Server consists of the following main software components: – The Integration Server service – The Workforce Management web application’s System Management module’s Integration section. This section is used to configure Integration Server. – Integration packages, interfaces, and adapters.

Data Center Zone – Report Services Overview 

The Workforce Management Report Framework is a web-based enterprise report management and distribution multi-tier system. Applications Reports

Foundation

WFM

Cognos Report Net Server

Scorecard

eLearning

Customer Report Viewer

Report Framework Report Scheduling

Report Distribution

Custom Reports

Ad hoc Reports

Query Studio Report Prompts

Cognos Tool

Extendable  XML Driven  UIF Widgets  App Selectors 

      



Web Browser Email Printing Formats HTML PDF Excel

Report Security

Tpic Licensing  Report Access  Report Net Web Apps $SO 

Foundation Security

Report Net Security WFO CAP [Customer Authentication Provider]

The reporting architecture relies heavily on the infrastructure and interfaces provided by the Foundation and by the report server that hosts the reports.

Data Center Zone – Report Services Overview (continued) Key components involved in the process of producing and viewing of report data are: 

User interface components within Framework that support navigation through report objects, scheduling of reports, report access right setting, running reports, and viewing reports.



Report parameter controls that simplify the process of entering parameter values.



Cognos ReportNet services that implement enterprise report management, report running, and the report distribution system.



The Report Framework packages that implement a java interface between the user interface and Cognos ReportNet.

Data Center Zone – Report Services Overview (continued)  

The Report Security component. A Web server (Apache Tomcat), which the Report Framework uses to communicate with Cognos ReportNet.



The Production database (CRN), which contains report subschema (tables, stored procedures, row data, composite report data) used to configure the Report Framework, manage report objects, and produce report instances.



A report data dump component, which is used on a regular basis or on demand to produce composite report data and persist them in the production database.



A report viewer, which is a web-based Cognos product used to view report data. The Report Framework is a web-based enterprise report management and distribution multi-tier system.

Data Center Zone – Report Services Overview (continued) The Report Framework supports three types of information flow: 1. Managing report objects – Cognos ReportNet takes a SOAP request, parses it, produces an output SOAP response

about properties of required report object(s), and then passes it back to the Report Framework. This stream is then passed on to the related report page, and is then served to the Web client through the BEA Weblogic Server.

2. Viewing report data – Cognos ReportNet takes an HTTP request, parses it, and uses the report output data to

produce a report instance. The report instance is then passed to the browser through the Report Viewer.

3. Running adhoc reports – The Report Framework starts Cognos ReportNet Query Studio application using single

sign-on.

Framework Data Flow

Database Server Application Server Port 8001

Forecasting and Scheduling

BPWHATTIFDB

Integration Server Integrations

Web Application BPMAINDB Data Warehouse Sync

BPWAREHOUSEDB

Application Server Port 7001

Framework Data Flow (continued) 

Integration Server extracts basic call data from the ACD or other data source and provides it to the web application. This data includes: – call volumes – AHT, backlog (for deferred contacts) – service levels – Abandons – agent log-on/log-off times – agent state changes – personal performance statistics for each agent



Integration Server also manages the flow of data between the BPMAINDB database and the BPWAREHOUSEDB database through synchronization processes.

Framework Data Flow (continued) 

All Forecasting and Scheduling-specific data is viewed and manipulated through Forecasting and Scheduling.



All other data is managed and configured through a browser-based interface (or web application) that allows direct access to the application server.



Synchronization between BPMAINDB and BPWHATIFDB as well, which is



triggered by Forecasting and Scheduling.



New data created in the What-If database stays in What-If; each time the synchronization is triggered, it overwrites existing content from the What-If database first.

Pop-up Server 





Various components of the Popup notification system and the communication protocol between them are shown here.

Pop-up server and the Application Server are typically installed on the same computer. Pop-up client, which is a standalone application, is installed on employee desktops.

Supervisor logged in WFO

WFO Server

HTTP

Agent Desktop Running Pop-up Client SIP

SIP

Pop-up Server

Pop-up Server (continued) 

Pop-up clients by default listen on a TCP port 2701. The Pop-up server opens a connection to the pop-up client on this port. If this port is in use, the user must select another port.



The port number will be used when installing the pop-up client.



The pop-up feature enables users to get real time alerts. The server can handle two types of notifications: – On Demand – Manual - A user logs on to the Workforce Management web application and sends a Pop-up notification using the Send Message button .

– Rule Based – Automatic - The Workforce Management administrator configures Alert

Rules. When such a rule is triggered, Pop-up notifications are sent automatically.

Pop-up Server Continued (Server) 

The features of the Pop-up Notification System include: – .NET Pop-up client running on agent desktop to view messages – HTML rendering of messages – Message with Single Sign-On URL – Message priority – Message managing – deleting – SIP Messaging Protocol , Open Source Implementation (SIP Foundry) – DNS, SSL, and NAT/Firewall Support – Load Balancing and failover of SIP servers

Desktop 

Thick Client Application



Screen Recording



WFM Forecast & Scheduling



Strategic Planner



Pop-Up client

Customer Environment Desktop

Desktop

Logical System Building Blocks 

Server – Physical hardware and operating system: – Windows 2008 R2, 64 bit – SQL 2008 – Each server hosts only one platform. – Multiple servers can run the same Platform (scale up).



Platform – Predefined logical group of server roles that are installed together on a physical server. – Data Center – Framework Database and Reporting – Framework Database – Hardware and OS are independent. – Only one platform can be installed on a physical server.



Server role – A logical, predefined set of components providing specific functionality for the system – Framework Database

Framework Application

Single Server Solution 

Consolidated Data Center platform used for single box solution.



Consists of all Server roles (Data Center and Site).



Most common design for Single application-only installation.

Consolidated Data Center – Server 1 Data Center Databases

Reporting Services

Web Services

Framework Integration Services

Web Applications

Multiple Server Solution 

Server roles are physically separated ─ based on customer design.



Data Center platforms: – Server 1 – Database server roles and Framework Integration Service – Server 2 – Applications server

Server 1 – Data Center Zone

Server 2 – Data Center Zone

Database and Reporting Platform

Applications Platform

Databases Web Services

Integration Services

Reporting Services

Web Services Web Applications

Framework Platforms Platforms

Type

Roles

Common

System

Data Center

Framework Database

r e t n e C a t a D

Framework Data Warehouse Framework Reports Framework Applications Framework Integration Service

Documentation Note: Avaya Aura® Technical Overview

e s a b a t a D

g n i t r o p e R & e s a b a t a D k r o w e m a r F

e s a b a t a D k r o w e m a r F

e s u o h e r a W a t a D

g n i t r o p e R

n o i t a c i l p p A

e c i v r e S n o i t a r g e t n I k r o w e m a r F

System Building Blocks – Server Role Names Review Framework Server Role Name

Framework Applications Framework Data Warehouse Framework Database

Components

User Manager, EM, WFM, SC, eLearning, Coaching, Pop-up BPWarehouseDB BPMainDB – User Manager, EM, WFM, SC, eLearning, Coaching BPWhatIf – Same (Synched)

Framework Integration Service

Integration Server (BPFX)

Framework Reports

Cognos


Review Questions 1. True or False? BPMAINDB is the operational database and contains all employee and organization data for Framework.

2. The _____________ manages the flow of data between the BPMAINDB database and the BPWAREHOUSEDB database through synchronization processes. 3. Name the databases that make up the Framework solution. 4. How many zones exist in Framework and what are their names? 5. Can two Platforms be installed on the same hardware machine? 6. Can you deploy the Data Center zone on more then one hardware machine? 7. True or False? Reporting Services (Cognos, Reporting Management, Reporting Engine) resides on the Site deployment zone. 8. True or False? The Database and Application server must reside on the same server.

Module 1 Lesson 3

Framework Documentation Overview


List all the Framework Documents required for installation and configuration



Provide and Installation and Configuration Documentation Map.

Framework Documentation Pre-Installation: The following documents should be gathered to design and prepare your Framework systems: 




Avaya Release 12.0 Technology, Security, Encryption, and Network Integration Deployment Reference Guide



Avaya Aura WFO Security Configuration Guide Release 12.0



Avaya Aura Performance and Sizing Guide Release 12.0



Avaya Technology Map Release 12.0



Avaya Desktop Applications Deployment Reference and Installation Guide Release 12.0



Avaya V 12 Customer Furnished Equipment Guide(xlsx)



Avaya Firewall Ports Configuration Release 12.0 (xlsx)



Avaya System Settings, Rights, and Services Hardening Release 12.0 (xls)

 

Site Preparation Checklist (xls) Avaya Server Readiness Validator Release User Guide 12.0

Framework Documentation (continued) 

Installation: – Avaya Aura® Workforce Optimization System Installation and Upgrade Guide Release 12.0 – Avaya Aura® Workforce Optimization System Installation and Upgrade Guide Release 12.0



Upgrades: – Avaya Aura® Workforce Optimization Suite Upgrade and Migration Guide Release 12.0



Configuration: – Avaya Enterprise Suite System Administration Guide Release 12.0

– Avaya Enterprise Manager Configuration and Administration Guide Release 12.0 – Avaya Aura® Workforce Optimization Generic Interfaces and Adapters Guide Release 12.0 – Avaya Aura® Workforce Optimization Avaya Interfaces Guide Release 12.0 

Administration: – Avaya Enterprise Suite Framework Administration Guide Relea se 12.0

– Avaya Enterprise Suite User Management Guide Release 12.0 – Avaya System Monitoring, Messaging, and Alarms Guide Release 12.0 – Avaya Archive Administration Guide Release 12.0

Framework Documentation List (continued) 

ACR – Avaya Contact Recorder Integration to Workforce Optimization Guide Release 12.0



QM – Avaya Quality Monitoring Form Designer User Guide Release 12.0 – Avaya Quality Monitoring Standalone Form Designer Installation Guide Release 12.0



WFM – Avaya Aura® Workforce Optimization Workforce Management Administration Guide

Release 12.0 – Avaya Aura® Workforce Optimization Internal - Quality Calculator V11 Adapter Guide

Release 12.0 – Avaya Aura® Workforce Optimization Internal - Staffing Calculator Adapter Guide

Release 12.0 

Scorecards: – Avaya Scorecards KPI and Source Measure Reference Guide – Avaya Scorecards Administration Guide Release 12.0 – Avaya Scorecards User’s Guide Release 12.0

Avaya Aura® Workforce Optimization Scorecards Adapters Guide Release 12.0


Reporting: – Avaya Aura® Workforce Optimization Framework Reports Guide Release 12.0 – Avaya Aura® Workforce Optimization Report Parameters Release 12.0 – Avaya Aura® Workforce Optimization Creating Reports in Cognos Release 12.0 – Avaya Interactions and Analytics Reports User Guide Release 12.0 – Avaya Interactions and Analytics Ad Hoc Reports User Guide Release 12.0 – Avaya Scorecards Ad Hoc Reports Guide Release 12.0



Speech Analytics: – Avaya Speech Analytics Essentials User Guide Release 12.0 – Avaya Advanced Speech Analytics User Guide Release 12.0



Customer Feedback: – Avaya Customer Feedback User’s Guide Release 12.0 – Avaya Customer Feedback Supplementary Installation Guide Release 12.0 – Avaya Customer Feedback Administrator Guide Release 12.0



eLearning – Avaya eLearning Administration Guide Release 12.0


Coaching: – Avaya Coaching Administration Guide Release 12.0 – Avaya Coaching User’s Guide Release 12.0



Content Producer – Avaya Content Producer User Guide Release 12.0

Locate Documentation 

Framework Documentation is included on the software DVD and is available for download from: http://support.avaya.com

Lab Lab: Documentation

Complete the Documentation Lab section of your guide.

Module 02

Server Readiness, Installation, and Deployment


Understand Server Readiness and Validation Tools



Perform Platform Installation



License and Activate system

Module 02 Lesson 01

Installation Overview and Preparation


Define Framework Installation Steps.



Outline Framework installation Steps.



Validate System Prerequisites

Framework Installation Overview 







The Avaya Framework is composed of a number of services that can be installed on a single server or multiple servers.

Each of these services is defined as a server role. A server role contains a predefined set of components. A component is an installation unit (for example, an MSI). The component is the smallest software module of the installation package. A predefined logical group of server roles that are installed side-by-side on a server is defined as a platform. The platform does not depend on the hardware.

Platform Software only

Server Role 1 Component (MSI)

Server Role 2 Component (MSI)

Server Role n Component (MSI)

Servers 

Installed with a single platform



Two or more physical servers can have the same installed platform

Installation Overview The following steps are completed for Framework installation: 1. The customer designs, purchases and prepares, the server infrastructure according to the Avaya Customer Furnished Equipment Guide (xls). 2. The customer prepares the site for installation using the details provided in the Avaya Release 12.0 Technology, Security, Encryption, and Network Integration Deployment Reference Guide and fill in the Site Preparation Checklist (SPC). 3. The installer is provided with the design document, the latest software, license and verifies site readiness for installation. 4. Prepare and connect the servers to the customer network 5. Prepare the domain controller: – Join the servers to a domain controller (customer or isolated domain) – Verify user accounts for installation, application, and maintenance

6. The installer validates the server prequisite using the Server Readiness Validator . 7. Install Avaya WFO Framework via the Server Readiness Tool using the instructions provided in the Avaya Aura WFO Release 12.0 System Installation and Upgrade Guide and details specified in the project design document. 8. Install any available software enhancements.

Framework Network 

The Framework server is installed on the local LAN and connects to telephony systems, for example the CCMS server using standard IP network protocols and database access methods.

Framework Network(continued) 

The system uses Microsoft Windows network and operating system services as the basis for system security. The systems uses Microsoft Windows Domain and Forests as the basis for authentication.



The system servers, service user accounts, and service groups must be members of the Active Directory.



In all cases, the Windows Networking model for security and directory services has the core concept of a Domain. Active Directory adds the higher-level Domain Tree and Forest.

Joining Server to Domain 

Before joining an Avaya Aura WFO server to a domain, ensure the server has the following: – A connection to the customer network – A valid IP address – A continuous connectivity to the domain controller – A properly configured DNS server



Based on the customer choice of domain type, join all Avaya Aura WFO servers to either: – Customer domain (to be performed by the customer) – Desktops that reside on the customer domain must be able to resolve the IP address

for system servers based on their full qualified domain name or host name. – Dedicated domain  

In multiple domains, all servers must use the same service account . All servers must be able to resolve and authenticate with service account.

Joining Server to Domain (continued) To set up a dedicated domain: 1. Install a Domain Controller on a server. – The recommended server is the server that hosts the Framework Applications server role

(depending on the deployment, the server can be installed with either the Consolidated, Data Center or Application platforms). – If system includes more than one server, install a Domain Controller on each of the

servers and configure a replication between them for redundancy purposes.

2. Join the Avaya Framework servers to the dedicated domain.

3. Establish a one way trust from the dedicated domain to the customer domain.

Note See Microsoft MSDN site for more details.

Time Synchronization 

All server clocks must be fully synchronized between each other and with the domain of which the server is a member.



All servers must be set up in the same way with regards to automatically adjusting clocks for daylight saving changes (with this feature either enabled or disabled across all machines).



If servers reside on different domains (even when in the same forest) and sync directly with their domains, the domains' clocks must be synced.



The system does not support custom time zones.



The system automatically sync according to Olson Timezone Database to retrieve



daylight saving time shifts.



Servers must be up-to-date with the latest Time zone related hot-fixes released by Microsoft.

Preparing for Installation 

Review Anti-Virus Exclusion List to prevent scanning of files and folders during installation.



The installation package (3 DVDs) is copied all together to a single location and is accessible. This means “merging” the contents of each folder on the DVDs into a

single location. 

Management Service Account (IMSA) has all required permissions set.

Note Ensure that the password for IMSA has NO special characters. 

Ensure IIS is installed and has FTP enabled (if required; i.e., Avaya integration). Also ensure IIS6 compatibility components have been added.



Windows Firewall Service – ensure it is stopped/disabled



Disable the Data Execution Prevention setting (Cognos related)



Screen saver disabled

Preparing for Installation (continued) SQL SERVER 

Ensure SQL Server has been installed with a domain account with Administration rights on the server. Failure to do so will result in the Application Service Account being rejected as invalid even though correct credentials are entered at the time.



Verify SQL has been installed with Window’s or Mixed Mode Authentication.



Ensure SQL Server Agent service has been set to Automatic and is running, prior to running Framework installation.

Management Service Account (IMSA) Account

Requirements

Installation Account

Account that will have access to the installation media

Management Service Account

A domain user account used for the following purposes:  Running services of Avaya Aura® applications  Accessing multimedia files using file-security access  Configuring services to run with management account privileges  Managing and accessing the SQL databases This account must be a domain user with the following rights for each of the servers:  Local administrative rights – part of Admin group and User group  Group Policy: 1. Logon Service rights 2. Lock Pages in Memory rights  Access from network  Administrative rights on SQL Databases – sysadmin Group  No SPECIAL characters in the password NOTE: account used to log on to the SRTool for installation

Installation Tools The following software tools are used to install Framework: 

Server Readiness Validation tool – system prerequisite validation.



Server Readiness Tool (SR Tool) - system installer.

Server Readiness Validation Tool Server Readiness Validation tool 

Independent customer-facing tool; customer runs on all servers before installation.



Tool to validate the server against the server requirements, and that the server is ready for the installation: – Hardware specifications – Operating System settings – Third-party software – Network Settings – Partitions



Creates a report to show any trouble spots.



Does not cover all required parameters ─ some manual validations are required: – Disk size and capacity for storage – Database drives – Disk performance

SR Validation Process The validation flow process is as follows: 1. The Server Readiness (SR) Validator reads a server's current server installation. 2. The user selects the Server Group (such as Core Data Centers Servers) and Server Type (such as Application Server). 3. The user inputs the appropriate values to reflect configuration of server. 4. The SR Validator compares the current installation and configuration with the requirements files for the selected server and displays the results for the server. 5. The results can be exported to an HTML file that includes the server's current status together with the server requirements. 6. All the server’s validation information is maintained on the server you validated. This information is then used during the server’s installation process.

7. FIX what needs FIXING!!

SR Validator Tool (continued)


1. Searches for server

2. Select Group


3. Select Server Type


4. Modify settings as necessary


5. Compares the current installation and configuration with the requirements

SR Validator Tool (continued) 

SQL Trace Flags are a common setting not set during installation.



Steps to fix found in SQL Server Setup eWare Guide Ch2: “Post Installation.”

6. Verifies SQL Server values and settings

Sample of Report

SR Validators Server Readiness will pop an alarm for any issue found ─ it will never fix the problem.

Generic text validation and range limiter

Ensure that values are as we expect them to be; for example, if we asked for a value that has a distinct mask─ folder locations, ports (that have a specific ranges), and others.

Admin (IMSA and installer) permissions validation

Validates that a specific user has a “log on as a service” permission, which is required for installation

Drive validation

Validates that the storage location to which we are going to install exists, and has enough free space.

SQL validation

Maintenance Group validation

Validates that the domain account can log on to the SQL server we require, and has all the permissions required for the install to succeed Validates Maintenance group existence in the local or Active directory

Lab Lab: System Validation

Complete the System Validation Lab section of your guide.

Module 02 Lesson 02

Framework Platform Installation


Describe the SR Tool.



Describe Framework Installation.



Describe Framework Software files.



Install Framework.



Validate Framework Installation.



Troubleshoot Framework Installation.

Server Readiness Tool (SR Tool) 

Framework is installed using the Server Readiness Tool (SR Tool) : – A .NET2 XML-based proprietary Installer designed for installing the Framework platform

on both the local and remote servers. – Enables concurrent installation of remote multiple servers from a local server. This

means you run the Installer and install the relevant platforms on the remote servers over the network. 

The same tool is used for Service Packs and HotFix deployments.



The SR Tool checks software on server and deploys: – All 3rd-party software – WFO applications



Does not include SQL servers (part of pre-requisites).

Server Readiness Tool (SR Tool) (continued) 

SR Tool pack includes:



Platforms – XML-based structure of platforms installation (software only)



Components – installation infrastructure – Pre-installation, 3rd-party, shared components, post-installation – contains MSIs – Roles – list of components per role



InstallerSetup – prerequisites for the SR



Installer – Setup.exe



Release Notes.htm – version tracking for SR engine

Installation Guidelines 

The Installer enables concurrent installation of remote multiple servers from a local server. This means, you run the Installer and install the relevant platforms on the remote servers over the network.



Follow these guidelines: – Avaya recommends running the Installer from a local server that is not part of the

deployment (allocated temporarily for this purpose only). If a temporary local server is not available, run the Installer from a local server with the least time consuming installation (for example, the Application server). – Do not install the local server and remote servers simultaneously, because during the

installation process, the server requires a restart. –

Install the local server either before or after the remote servers installation .

– In deployments that include at least one Application Server, you must install the

Database platforms before installing the Application server. This is due to a dependency of the Application Platform on the Framework Database server role. – Do not install more than 10 platforms concurrently.

Framework Install Flow 1. Install Base version – Framework. 2. Install Service Pack - SP1.

3. Install any Hot Fixes.

Framework Software Files 

As of the release of this course, the following software files pertain to WFM:

Software

Filename

DVD

Framework Base DVD 1

AVAYA_Aura_Platform_DV D_1.iso

Yes



Yes



Yes

Framework Service Pack 1

AVAYA_Aura_SP1.iso

Yes

Comments

Installation Timing 

The following table provides time estimates required to install each of the platforms. The time is based on laboratory conditions with the following specifications: – All servers hardware: Intel Xeon 1.6GHz 2.33GHz (2 processors) 2GB RAM

– Network bandwidth: 1Gbps 

The actual time depends on the amount of traffic on the network.

Platform

Total Install + Restart Time (hh:mm)

Data Center

03:00

Application

1:30

Database

02:00

Data Warehouse

00:45

Reporting

01:30

Framework Database & Reporting

02:00

Framework Database

01:15

Framework Integration Service

00:45

Framework Installation 

Use the IMSA account to log in and install.



Make sure to select Remember My Password.

Select Remember My Password

Framework Installation (continued) 

These credentials are used to access the install media (not necessarily the same as IMSA).

Framework Installation (continued)

First select Group, and then select Platform



Service Account must be granted the “Logon as service” rights

within Local Group Policy.


Identify the location of the SQL Server. Make sure the correct directory drive is identified for all databases. Make sure to set the correct START DAY for Framework DATAWHAROUSE!!

Framework Installation (continued) Standard View 

The properties in standard view include the default settings for all databases and the properties that are commonly used.

Framework Installation (continued) Advanced View 

The properties in the advanced view include optional properties specific to each database, in addition to the properties in the standard view.



Setting values in advanced view overrides the default values.


SR Tool verifies for software pre-requisites and installs what is needed.



Click Next to continue the installation after the settings are completed.


Click Install to continue.



Framework – Service Pack Installation  

All Service Packs and most Hotfixes are applied using the SR Tool. Run the setup.exe for SR Tool from the Service Pack directory.

Framework – Service Pack Installation (continued)

Select the Group to install

Framework – Service Pack Installation (continued)

All settings are displayed. Click Next to install.

Framework Installation Limitations 

In a distributed environment, the installation of Framework database MUST be run prior to installation of Application and Reporting platforms.



You cannot use “ \” at the end of software, data, and DBs Directory names.



You cannot use “ “ (space) in software, data, and DBs directory names.



You can use up to 30 characters in software, data, and DBs Directory names.



The domain name cannot be “FQDN.”



If you get this error in the first page of SR, this indicates there is a problem with installer user.

Validators Errors

Sample of Failed Installation 

If installation fails, it will stop at that point and quit from tool.



Once the issue is resolved, restart the SR Tool and it will pick up where it left off.

Troubleshooting 

In case of Server Readiness failure, track the failed component by going to: – C:\Program Files\Server Readiness\Log\installer\log-file (32 bit), or – C:\Program Files (x86)\Server Readiness\Log\Installer\log-file (64 bit)



SR log collection tool – A separate log collection for the SR located in the SR installation kit ..\InstallerSetup\LogCollector .

Install – Success! 

Launch browser and navigate to WFO URL to access the login screen



http://:7001/wfo



Login: wsuperuser/pumpkin1

Install – Success! (continued) 

The only screen available is the licensing module. Framework is not accessible until the license is applied.

Lab Lab: Framework Installation

Complete the Framework Installation Lab section of your guide.


Review Questions 1. Describe the installation tools used during the installation process. 2. Which OS is supported in Framework? 3. What are the required rights for the IMSA account? 4. Which account should be used to run the SR Tool for installation of components? 5. Which special characters are permitted in the IMSA account password? 6. Do I have to select "Remember My password" on the login screen of the SR Tool? Why? 7. What information is required to install the F&S client on user PCs? 8. Does the Framework System require static IP addressing?

Module 02 Lesson 03

Licensing and Product Activation

Lesson Objectives After completing this lesson, you will be able to:    

Understand Product Licensing. Access licensing page in Web application. License Applications. Activate features and products.

Framework Licensing 

Licensing for the Framework is centrally managed, and is designed to allow the system to monitor license usage, statistics and violations reporting.



These are the outcomes of successful license and product activation: – Enterprise configuration : the installer sets up the customer’s Enterprise hierarchy and

configure the server roles associated with the products for which the customer purchased the license. – User management: roles and privileges related to selected products are activated,

depending on the licensing. – User interface: Modules and screens are visible in the suite portal depending on the

products that were activated.

Licensing Details 

License is used to limit usage of the system. – Applications/features – limits the applications available from the suite. – Number of entities – limits the number of entities supported by the licensed application.



Licensing information is encapsulated in an XML file that contains the following encrypted information: – Licensee name. – License Reference Number. – One or more licensed items (application or feature). – Each licensed item contains an expiration date and attributes such as Employee, Seat, or

Units.

Licensing Details (continued) 

Licensing generation, Web-based application available for access twenty-four hours, 7 days a week



URL: https://ilaccess.verint.com/V11Activator/Activate.aspx



Input: License Reference Number (LRN) and License registration key



Output: XML license file

Licensing Workflow 1. New (unsigned) license creation during Fulfillment: – The licensing process begins with an initial unsigned license file that is generated after a

customer order is placed. The license is then stored with a unique license reference number.

2. Enterprise Suite Installation: – The customer’s Enterprise solution is installed.

3. License registration key generation: – During installation of the customer’s Enterprise solution, a license registration key is

generated.

4. License activation: – Upon completion of installation, the installer activates the license using the license Web

application. Both the unique license reference number and registration key are required for the activation. This creates an active (signed) license file.

5. Product activation: – To activate products, the installer logs on to the Avaya Aura® portal and, in the Lic ense

administration screen, uploads the newly activated license document and restarts the server.

Licensing 

Before applications can be configured a license file must be installed within Framework.



Enter the URL of the system installed with Framework ─ :7001/wfo/ http://



On the logon screen, type the default administrator’s user name and password: wsuperuser and pumpkin1.



Click Login. The portal opens, displaying only the General Settings and License Management tabs.



Click on the System Management tab and under General Settings, click on the License Management entry.

Retrieving License Registration Key 

The License Management page opens.



The default license state is expired and a license file is required to activate the Framework installation.



The License is based on the Registration Key (generated by the Framework installer) and a License Reference Number (vendor generated) and is unique to each Framework server.



You will need to copy the Registration Key to proceed with activation.

License Activation 

Navigate to the license activation Web application at this URL: https://ilaccess.verint.com/V11Activator/Activate.aspx or https://ilaccess.verint.com/V11Activator/Activate.aspx or https://oaccess.verint.com/V11Activator/Activate.aspx



The License Activation screen opens.



In the License Reference Number (LRN) text box, type the LRN.



Click Go.



Click Accept.

License Activation (continued) 

The screen refreshes with the license details. Click OK.



The screen refreshes, displaying a number of verification fields: End User Contact Name, End User Contact Telephone Number, End User Contact Email, as well as fields to enter and re-enter the 32-digit Registration Key.



Enter the appropriate information in the End User Contact Name, End User Contact Telephone Number , and End User Contact Email fields.



Enter the registration key (RK) in the Please enter the 32-digit Registration Key (RK) and Re-enter the 32-digit Registration Key (RK) fields.



Click OK

License Activation (continued) 

The screen refreshes again showing the XML file, which you copy to your hard drive and then use to activate your licensed products.



Click Download to download the file to your computer. The license file opens.

License Activation (continued) Do one of the following: 

Save the XML license file on your hard drive. OR



If you don’t want to save the file immediately to your hard drive, access your e -mail at a later time at the address you provided above ( End User Contact Email). You

should receive an e-mail that confirms your details and that includes the file attachment for your license. Open and save the attachment on your hard drive.

Sample XML License File Suite" release >AvayaLab Corp > Scheduling - RFS - 93-530-4038" name >08/30/2011 > >100 > >WASi7pqwfplz8li9AtyN7IL2ahTFj6bNaomMDJ/GyhqvV2LJIea+kekFdiMzzrcevHlLQ2LpT79d GSTlIf1+cOaDQryVHlPfyMvMHh0UeMyanS38XMg3xS7Kz6L8WxXwp4iZJorwQIL9qCaI/HOV/vp0 > 2RRIKGJPnGSPnebYiz8ufggZhZ9sXpRdgAtJI8pY3nv984GvF0gikKplqPUSPg== > >08/30/2011 > >100 > >WASi7pqwfplz8li9AtyN7IL2ahTFj6bNaomMDJ/GyhqvV2LJIea+kekFdiMzzrcet1iPk9kKNGh0 U+CZgINkX8RkOtLiJf55nz9UJQ/i3SSxGNmk8/gFq93O5MZo34gxn4GmyprPHZ01AKiKC0qcGOFq > vI5EikYJsBQR6okyptMNJOPyAxA1r9RxLPirLiQi > >08/30/2011 > >100 > >WASi7pqwfplz8li9AtyN7IL2ahTFj6bNaomMDJ/GyhqvV2LJIea+kekFdiMzzrcefgydnOAdV59g /pVUCBXPi8PPWWhgQ /pVUCBXPi8PPWWhgQfsCNiFs7O3Dy fsCNiFs7O3DygY9R2JNLeeqW gY9R2JNLeeqWmVtB0TaTXO mVtB0TaTXOnzDZfqzDroS nzDZfqzDroSrLKpF3OKb rLKpF3OKbOj6TY Oj6TY > FqqsRB8b2y19QIUoI8ss9A2AniUzvzbHjBlyrif+iBXHVYIAdBw4vZ2SyGc4+QjA6n2AGgdlvOY3 xlxy2Jk= Advanced Scorecards - 93-530-3092" name >08/30/2011 > >100 > >WASi7pqwfplz8li9AtyN7IL2ahTFj6bNaomMDJ/GyhqvV2LJIea+kekFdiMzzrce9WgWthrff4tV mA2Igu2z9z0WGp8KWV954qW9sYi9hhjsqrCAVdwK/ahxj+SOyPVFjnFasp+XzNoXi2ChNlTv++zq

Product Activation     

Enter the URL of the system ─ http://< ApplicationServerName>:7001/wfo/. On the logon screen, type the default administrator’s user name and password, wsuperuser and pumpkin1, and click Login. The Avaya Aura® portal opens, displaying only the General Settings and License Management tabs. Click System Management > License Management to open the License Management tab. Click Upload License at the bottom of the screen.

Click Upload License

Product Activation (continued) 

In the Upload License File dialog box, beside the License box, click Browse.



Navigate to and select the XML activated license file that you saved to your hard drive during the license activation process.



Click Upload.



After the upload completes, a message appears in the Upload License File dialog box to restart all application servers.

Product Activation (continued) 

Restart the Weblogic service (WFO_ProductionDomain_ProductionServer ) on the application server.

Feature Activation 

Enter the URL of the system http://< ApplicationServerName>:7001/wfo/.



The Avaya Aura® portal opens, displaying only the features and functions that the customer is licensed for.



Click System Management > License Management to open the License Management tab.



Select the non-licensed features the customer requires .

Remember

Restart the Weblogic service (WFO_ProductionDomain _ProductionServer ) on the application server.

Lab Lab: Licensing

Complete the Licensing Lab section of your guide.


Review Questions 1. What information is required to get the Framework license? 2. Place the workflow items in the correct order: a. License activation b. Enterprise Suite installation c. LRN creation during fulfillment d. License registration key generation

3. What is the difference between License Activation, Product Activation, and Feature Activation? 4. Where do you view the License once it is uploaded? 5. True or False: The WFO service does not need to be restarted if only activating a non-licensed feature.

Module 3

Framework Configuration and Technical Integrations


Understand Framework User Interface



Navigate the Framework Web Application



Navigate Enterprise Management



Understand Security Configuration



Configure Users

Module 3 Lesson 1

Framework User Interfaces Overview


Overview the Framework User Interfaces.



Introduce the Framework Web Application.



Introduce the Forecast and Scheduling Client.



Introduce Strategic Planning Client.

Framework – Framework – User User Interface 

Once the software is installed and license, you can interact with Framework via vi a the available User Interfaces: – Framework Web Application – Quality Monitoring – Forecast and Scheduling – Strategic Planner

User Interfaces

Forecasting and Scheduling: Forecasting, Scheduling, Publishing…

Web application: User Management, Reports, Schedule Viewing, Requests Auctions…

User Interfaces - Strategic Planner 

Create long-term forecasts of workload, performance, and hiring/attrition needs



Estimate the right staffing levels in a skills-based and multi-contact environment



Quickly create and examine various shrinkage, staff loading, and cost models

Note The Strategic Planner module needs a separate license

Logging On to the Framework Web Application Register and Reset Password Pass word 

Use if you have forgotten password



Requires registered e-mail ID and self-identification

Your user name and password

Click Login

Framework Web Application - Basic Navigation

Module Section

Tab



Module: First level of buttons enables navigation around the various modules of the Web application.



Section: Second level navigation buttons are displayed depending on the module selected.



s creen you Tab: Tabs are the third level of buttons ─ they help you navigate to the screen

Framework Web Application - Basic Navigation

Module Section



Based on Preference settings, the menu could also be displayed this way. Tabs appear once Section is selected.

Preferences

Control how information is presented

Help Screens

Context-sensitive help text available from any screen

Multiple Concurrent Sessions

 

Open a new browser window, point to the URL, and log on again. Note: If you log on with different user credentials with different rights, the windows inherit the privileges of the user with the highest level.

Framework Web Application - Modules Module

Function

My Home

Entering and viewing personal data

System Management

Server Monitoring and configuration System-wide settings for Framework including general settings, data source, integration servers Log entries, license, and version information

Organization Management

Settings for organizations, activities setup, Request Management setup, scorecards setup, queue setup, and mapping

User Management

Data profile, schedule viewing, user management, access rights, Time-Off management

Tracking

Employees’ adherence information, adherence exception

management, tracking contact center performance, alert rules

Framework Web Application – Modules (continued) Module

Function

Performance Management

Employee and Organization Scorecards

eLearning

Module to work with lessons, assignments, reviews and competencies

Coaching

Out of the box workflow for scheduling, delivering, and tracking agent coaching Integrated with QM Evaluation Scores and KPIs

Request Management

Manager-level functions for processing time-off requests, shift-swap requests, and shift bidding requests

Reports

Framework report selections and generation module

Interactions (with QM integration only)

Provides single sign-on login to Quality Monitoring

What-If Mode 

What -If mode: A copy of the main database is made and used to explore other

scenarios while keeping initial scenarios intact for immediate management needs.   

Use What-If mode to manipulate data without making permanent changes to it. A duplicat e “What-If” database is created using production (BPMAINDB) database. Resynchronize to update “What -If” database with current data contained in the

BPMAINDB database.

BPMAINDB Database What-If Database

Synchronize One-way only

Module 3 Lesson 2

Navigating Framework Web Application


Describe Navigation of the Framework web application

Resources 










Avaya Enterprise Manager Configuration and Administration Guide Release 12.0



Avaya Enterprise Suite Framework Administration Guide Release 12.0

Starting Framework Web Application To start Framework Web Application :

1. Open your web browser and type the URL of the server location where Workforce Management is installed. – If your system is configured for single sign-on, the login page is displayed and the Trusted Login check box is checked. You do not need to sign in to the application, only click on Login. You can then start working with Workforce Management. – If your system is not configured for single sign-on, the Login page opens:

2. Type your Username and Password (both are case-sensitive), then click Login. Workforce Management opens to the default page for your role or the one you have selected in Preferences.

Special Characters 

The following are special characters, and cannot be used within Enterprise Manager: – [left square bracket – ]right square bracket – greater-than sign – \reverse solidus (backslash) – "quotation mark – &ersand – !exclamation point – ?question mark



Individual pages within the web application might restrict the use of some other characters.

Framework Web Application Layout - Modules 

Framework uses a web-browser-based interface with a navigation bar and multiple levels of tabs.



The topmost level of navigation consists of modules, such as the following: – System Management – Organizational Management – User Management – Forecasting and Scheduling – Tracking – Performance Management

– Coaching

Framework Web Application Layout - Modules(continued) 

At the far right end of the modules, a button ( ) allows you collapse and truncate the module navigation level from two lines to one, which can be useful depending on your screen’s size.



Hovering your cursor over a module displays a window showing all the sections into which functions are grouped under the module, such as:

– Attributes – Schedule

– Log Manager

Framework Web Application Layout 

The next level down of navigation is referred to as a tab, for example Summary:



General controls are located above the navigation bar: – Click Refresh – Click Print

- to update the data on your page. -to print a copy of the current page.

– Click Send Message

– Click Enter What If

- to enter What If mode.

– Click Preferences – Click Help

- to send a pop-up alert to selected target users. -to open the Preferences window.

- to open the Workforce Optimization Solution Help system and display

help for the current page. – Click Logout

- to log out of the Workforce Optimization Solution.

Basic Navigation 

Navigate by hovering your cursor over the appropriate module to display the sections and their tabs, and click the tab you want to use.



Note that the modules, sections, and tabs available change depending on the user’s role and your license.



If you resize your browser window, the rightmost buttons on the button bar may be hidden. Resize your browser window, scroll horizontally, or change your screen resolution to see them.

Expanding Pages 

Some pages in Web application use two panes with a selection list on the left and an action page on the right.



Either side of these pages can be expanded by clicking one of the arrow buttons between the panes.

Expanding Pages (continued)



Click the button facing right to expand the left pane into a summary list.

Expanding Page (continued) 

Click the button facing left to expand the right pane into a full page display.



To return to the original display, click the single-arrow button to the side of the display. To switch the pages displayed, click the double-arrow.

Expanding Page (continued) 

The pane on the right may consist of one or more groupings, referred to as containers:



Each container has its own title and can be collapsed or expanded. Containers may contain multiple collapsed levels.

Expanding and Collapsing List 

Some lists in the web application have controls that allow you to expand the list completely, or to collapse it.



For example, the following shows the Organization Scope list in both its expanded and collapsed form:

Selecting Items in a Drop-Down Menu 

You set the value of some items in the Workforce Optimization Solution’s web

interface using drop-down menus. There are two types of drop-down menus, differentiated by button: – single-selection

- You can only select one item from the drop-down menu.

– multi-selection

- You can select one or more items, using the Ctrl key to select nonadjacent items or the Shift key to select a contiguous range of items. Once you finished selecting hit the multi-selection button once more.

TIP: If the items you have selected cannot be fully displayed in the selection box,

position your cursor over the selection for a few seconds (known as hovering). The selected items will be displayed as a tool-tip. This same technique can be used for both single and multi-selections.

Expanding Truncated List 

Some windows automatically truncate text in the Content Title area of the window. To indicate that the text has been truncated, the system adds an ellipsis (...) to the end of the displayed text.



To expand the text so you can see it in its entirety, position your cursor over the text for a few seconds (referred to as hovering). The full text then appears in a pop-up box:

Sorting Data 

Many of the Workforce Optimization Solution’s pages contain columns of

information that can be sorted. 

To sort information: – Click the name of the column to be sorted. The column head turns darker and a small

arrow

indicates the sort order of the column.

– To reverse the sort order, click the name of the column again.

Printing a Page To print a page: 1. Click Print on the navigation bar. The Print dialog box opens. 2. On the Options tab, select Print frames as laid out on screen. 3. Click Print.

Setting Preferences 

You can set your viewing preferences by clicking Preferences on the navigation bar. These settings remain in effect until you change them.



These settings affect only your display. Some of the preference settings shown may not be applicable to you, depending on your license.

Logging Off 

You can log out of the Web Application at any time.



To log out of the Workforce Optimization Solution: Click Logout on the navigation bar .

Lab Lab: Framework Navigation

Complete the Framework Navigation Lab section of your guide.

Module 3 Lesson 3

Enterprise Management Introduction


Describe Enterprise Management.



Describe Enterprise Management’s Hierarchy.



Define Enterprise Management server configuration options.

Resources 














What is Enterprise Manager? 

Unified, Web-based Enterprise Level configuration



Configures and pushes entire system settings



Builds hierarchy servers and configures server roles



Enforces enterprise-level constraints like server role associations



Eliminates duplicate configuration of shared data across products and sites



Role and Scope based security



Automatic Distribution of parameters to needed servers



Configuration failures raise alarms



Configuration changes are audited



Provides a bird’s eye view of the Installation tree nodes

What is Enterprise Manager? (continued) 

Provides software version information on a server in the deployment – Installed system version – Server version – Component version – latest installed version



Enterprise settings configuration affects the entire system, and consists of 2 categories: – General settings such as system access account (IMSA) and maintenance window

definition – Security settings such as SSL configuration and encryption management 

Identifies problematic servers from one place

Documentation Note Avaya Enterprise Suite Configuration and Administration Guide and Enterprise Suite System Administration Guide

Enterprise Hierarchy 

Distributed system organization – Enterprise has Site Groups – Site Groups have Sites – Sites have Servers – Servers must have a Role



Enables you to divide your enterprise by: – Business lines – Geographic locations

Installation Tree Nodes 

Enterprise Node: – Highest level node representing the entire organization – All other nodes created beneath – Cannot be deleted



Site Group: – Optional level created beneath Enterprise and helps to represent major divisions in organizations – geographical or line of business – Contains other Site Group nodes and Site nodes ─ not servers



Sites: – Created beneath Site Group or Enterprise node to represent location or offices at which

physical servers are installed – Can also be set up to represent line-of-business divisions

Installation Tree Nodes (continued) 

Server – Sever is created beneath Site and represents the physical computer in the enterprise. – The physical computer’s purpose is defined by the role that has been associated with it.



Server Role – A role is a group of components that run on the server and gives the server it’s purpose

within the enterprise. – A server can have from one to many roles. – Server roles are the presentation elements for configuration and monitoring – they

provide a consistent system view. – Examples of roles: – Framework Database – Framework Application – Framework Integration Service – The roles displayed are defined by the license and the platform selected during

installation.

Single Server Solution Consolidated Data Center



Consolidated Data Center platform used for single box solution.



Consists of almost all Server roles (Data Center and Site). Contact Archive Framework Contact OLTP Database Database Database Database Framework Interaction QM Data Data Database Warehouse Warehouse

Single Box Solution Data Center

Databases

Web Services and Applications

Data Processing Framework Applications

Reporting Services Framework Integration Service

Framework Reports

Single Server – Consolidated Data Center

Identifies the physical server -Server Name or IP address

Single Server – Consolidated Data Center 

Consolidated Server – All server roles on one box

Multi-Server Configuration – Installation Tree

One physical box

Different physical box

Multiple Server configuration – Roles

The roles available are based on the platform associated with that server during installation.

Server Associations

Displays the required associations with other servers roles. Associations are when one server role relies on the configuration and functionality of another server role to perform its tasks. In most cases, EM will auto-configures these associations.

Module 3 Lesson 4

Enterprise Management Configuration


Configure Enterprise Management

Resources 














Framework Login Window

SuperAdmin User: wsuperuser pumpkin1

Framework URL: HTTP://:7001/wfo

EM – Settings

EM – Site and Group Site

2. Create Site

1. Create Site

Group (if required)

EM – Create Installation

4. Select Server

3. Click Create Installation

EM – Adding Data Center server

5. Any name 6. Type the server name

first and it will be entered automatically in the “Additional Settings.”

**1. Block configuration until you finish configuring the system & resizing Databases

EM – Data Center Server Roles

Check the relevant Server Roles

EM – Enterprise Settings

IMPORTANT: Can modify IMSA

account here but should review steps found in Enterprise Management Basics Guide. Changing this setting involves more procedures than just changing the value specified in this field.

Not related to BPWAREHOUS E setting

EM – Subsystems Settings

Type the SQL server host address and port number

For SQL cluster or SQL farm, the server name must be the cluster name. The SQL instance name is not required. The port number will identify the instance.

Resize Databases to the appropriate size

EM – Unblock Configuration Distribution Why Block distribution?

a) When making large number of changes, ensures all changes are implemented on the server at the same time – preventing partially implemented configuration changes.

b) Prevents changes from occurring during software upgrades.

c) User needs specific privileges to block or unblock.

Unblock configuration when you are done. This will push configuration to servers.

EM – Queued Changes

EM – Pending Messages Icon 

The Pending Message icon appears when configuration changes have been made.



Can appear on any screen accessible from Enterprise Management, System Monitor, and Data Sources.



Indicates that a configuration change was made, but it has not yet been successfully sent to the target server.



The icon disappears after EM sends the associated configuration message to the appropriate target server.



To view more information about pending messages, click the Configuration Status tab and then click View Message Status.

Alarms 

Verify any alarms from configuration.

Alarm Status Module

Click View Alarm for detail view

Alarms (continued) 

Second window launches with list of alarms.

Select the individual Alarm from detail view and click Acknowledge to clear.

Alarms (continued)

A Happy Server is a Happy Engineer

Click View Status

EM – Version information

Reports 

Ability to scope reports to installations



Export to excel or html



Site Topology Report



Installation Reports



Access to reports from Enterprise level

Lab Lab: Configure Enterprise Manager

Complete the Configure Enterprise Manager Lab section of your guide.


Review Questions 1. 2. 3. 4.

What is Enterprise Manager? Where in Framework would you find EM? What are the different node levels in the Installation I nstallation Tree? True or False: Every Installation Tree hierarchy requires a Site Group node.

5. What is a Server Role? 6. What two items determine the roles available for each defined server?

7. At which node level would you enter the IP address or machine name of the server?

8. What is the purpose of “Blocking Configuration?” 9. Where do you “Unblock” when you are ready to deploy?

Module 3 Lesson 4

Security and User Management


Review Authentication options.



Describe Framework Security.



Configure Roles.



Configure Users.

Enterprise Security Security is broken down into two areas ─ Authentication and Authorization: 

Authentication – The process of verifying account credentials. For example, validating user name and password.



Authorization – The process of protecting or limiting access to available resources

Application Authentication Integration 

Framework uses Web-based communication between desktops and servers. When accessing the platform's Web-based applications, the system authenticates the application users that are defined in the system according to the desired authentication method.



Once authenticated, the application authorizes the user according to their specific rights and permissions, as defined in the system.



Framework supports the following types of authentication methods: – Windows Authentication (Active Directory) – SSO

– System Authentication (DB Realm)

Application Authentication Integration (continued) Framework supports the following types of application authentication methods:  System Authentication (DB Realm): This is the default authentication method installed with the system. Authenticates the user with a username and password that is maintained within the system database.  Windows LDAP Authentication (Active Directory): Supports Microsoft's Windows integrated authentication mechanisms. This authentication method uses the security features of Windows clients and servers, and uses the existing Windows accounts to authenticate users (taken from the Domain Controller’s Active Directory). 

Windows Authentication with SSO: Describes the SSO user accounts and their requirements that need to be defined for Windows Authentication with Singlesign On (SSO).

Authentication

Authen ticate

No

Refuse Login

Yes Sec Policy

No

Yes Access Suite

Refuse Login

System Authentication (DB Realm) 

The System Authentication (DB Realm) or internal authentication method authenticates the user with a username and password that is maintained solely within the system (in the database).



An administration account, used by services for application administration, needs to be created for DB Realm user authentication in the User Management application.



System Authentication (DB Realm) affects user creation, rights, and the following password policies: – Password Policy: Administrators can set a password policy, including a minimum and maximum length of passwords, in addition to the Password Maximum Age (days), to

enforce users to change passwords on a defined, frequent basis. – Account Locking Policy: Administrators can define settings for locking user accounts after authentication fails, including a Lockout Threshold, which is the number of times a password can fail before the user’s account is locked, and a Lockout Duration (minutes), which is the amount of time the user’s account stays locked. Administrators can also define the number of days an inactive user’s account stays locked — Lockout Inactive User Period (days).

Windows LDAP Authentication (Active Directory) 

Using the Windows LDAP Authentication (Active Directory) method, the customer domain users can be authenticated without having to re-define them in the system



forest.



To use Windows authentication, two service user accounts must be defined in one or more application user forests.





The two application users allow integration between the Active Directory, the Active Directory forest, and the WebLogic Application Server. The system fully supports Microsoft’s Group Policy, which provides the centralized

management and configuration of operating systems, applications, user rights and settings in an Active Directory environment. Therefore, user control in the system (access, password policies, etc.) is controlled by Group Policy. 

End user User Principal Name (UPN) based naming is supported in the Active Directory. UPN is the name of a system user in an e-mail address format. The user name is followed by the "at sign" followed by the name of the FQDN (Fully Qualified Domain Name) with which the user is associated. For example, username@domain.

Windows Authentication with SSO 

The WebLogic Application Server enables the Windows Single Sign-On (SSO) procedure.



Single Sign-On (SSO) authentication provides application access in the system, as defined by user privileges. When Windows authentication is defined, the Single Sign-On (SSO) mechanism is used to allow all users to access and log in to the system from one centralized, secure, single access point.



SSO allows users to log in to the system with Windows-based login credentials, and then gain access to all applications without having to be re-authenticated.



This is because the browser carries tokens to the WebLogic server to authenticate them automatically.



Users who are currently not logged in and attempt to access the system’s

applications are redirected to the login page.

Windows Authentication with SSO (continued) To set up the Windows authentication user accounts with SSO, complete all of the following: 1. Set up Base System Management Accounts 2. Set up Windows Authentication User Accounts 3. Set up Windows Authentication with SSO

Authorization 





Authorization – The process of protecting or limiting access to available resources.

Authorization is based on Role Based Access Control (RBAC). There are two key features supported by RBAC : – Associating privileges with licenses ─

enables the suite to easily determine which resources to expose to the user. – Roles and Scopes ─ security domain

or resource type that has associated information that needs to be secured. – Allows roles (group of privileges) to be

applied to a user. – A good analogy of scope is file folders where “View File” privilege can be applied to some

folders but not all. – Scopes can be hierarchical as well as a flat list.

Authorization Access Resource

Licensi ng

No

Hide/Disable Resource

Yes Author ize

No

Yes Grant Access

Hide/Disable Resource

Authorization Concepts 

License – Controls the resources, such as applications or features, that are exposed to a customer.



Privilege – The most atomic or granular entity of security. It is used to control specific user actions such as viewing or updating data.



Secure Field – An employee property that might be confidential or requires protection, such as Wage or SSN.



Role – Grouping of privileges and secure fields to facilitate assignment to user.



Scope – Security Domain or Resource Type that has associated information that needs to be secured.



Access Right – Represents security assignments to users. It consists of a Role being applied to a Scope and assigned to a User.



User – Represents a person who can access the system.

General System Security Settings Password Policy

Password Policy can be activated only if you have a modifiable realm, such as DBRealm.

Account Locking Policy

Locking Policy can automate user Account Status to locked. If the setting is turned off here, a user account can still be locked from the User Management screen.

User Security Overview for Enterprise Management 

Role based security model



Predefined and user defined role



High level of granularity on what can be secured



Only licensed and activated feature sections are visible



Users are assigned a role and scope on the install tree



Gives full control on who performs what operations and on what servers or roles

User Management Overview User Management is the tool used to configure, assign, and manage: 

Organization structure/hierarchy



Role management



Employee Management



User rights



User visibility

Managing Employee Information in the Web Application 

Select individual



Select multiple [CTRL+click]



Select all/none

Select the employees you wish to see in the Working Pane

View employee details in Viewing Pane

Unified User Management 

Role-scope-based privileges (assigning user’s role/s to the relevant nodes in the hierarchy tree)



Centralized and Consistent throughout the suite



One place to manage hierarchies and users



User management changes are propagated within minutes



One tree management (when possible) for all suite applications based on Org tree

Role, Scope, and Role-Scope Approach Manage rights and right assignment via roles 

A role holds the set of permissions – what can one do – Example – Scheduler Role: – Build forecasts – Create, modify schedules – Publish schedules



Canned roles with ability to add/modify roles

Role, Scope, and Role-Scope Approach 

Scope is the “where can I do that” or visibility of organization or campaign.



Entities (KPI, etc.) are scoped to Organization.





Additional scoping can be done for Campaigns to allow additional flexibility (outside the boundaries of organization). Role-scope combination provides a visibility for what one can do. It is basically the “what I can do and where I can do that.”

Role Creation 1. Create roles in the User Management module. 2. Assign permissions to the new roles. 1. Edit/Modify permissions 2. Read/View only permissions

3. Assign Secure Fields visibility to role. These are part of the People module. 4. Assign users’ a role and scope in the People module.

Role Creation (continued)

Create new role.

Role Creation (continued)

Assign privileges

User Creation Flow 

All Employees are added to the foundation in User Management/Employee/Profile.



Assign login username and password to employees (or allow self-registration) in the User tab.



Assign Roles and Scope to the user in the Access Rights tab.



User’s membership is defined according to org (only one).

UM – Create Employee

Create New Employee

UM – Create User

Assign login

User Rights Assignment (Role-Scope) Access Rights Tab

Select user and assign access rights

User Rights Assignment (Role-Scope)

Assign Role

Assign Scope

Summary – User Administration Flow

1

2

Create Organizations & Groups

Create Roles

3

Create Users

Create Profile

4

Create Login Name

Start Working

Assign Roles & Scope

Changing ‘wsuperuser’ Password A Web utility is used to change the password: 

From the Framework Application Server, browse to http://:7001/bbmWebApp/SecurityUtil.



You will be prompted for the default Web app user name and password – wsuperuser and pumpkin1.



The following screen appears after login:

Enter ‘wsuperuser’

Select ‘Change’

Enter new password and confirm

Lab Lab: Configure User Management

Complete the Configure User Management Lab section of your guide.


Review Questions 1. Security in the WFO/Framework is broken down into two areas: ______________and _______________. 2. The default realm that the Avaya Aura ® WFO/Framework supports is ______________, which stores security information in a database. 3. True or False? Authentication protects or limits user access to available resources. 4. The ______________ tab in the System Management module is used to configure several system-wide options. 5. Define roles, privileges, and scope.

6. Where would you assign a role to an employee? 7. Can you assign a role without the scope? 8. A _______ and ________ must be assigned first before the role can be assigned to employee.

Course Summary In this course, you learned to: 

Describe the Avaya Framework



Describe the Avaya Framework deployment model



Install Framework



License Application



Install desktops software



Complete basic configurations and features



Validate the installation

5C00641I_StudentGuide

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