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5C00641I StudentGuide

WFO

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0% found this document useful (0 votes)

153 views257 pages

5C00641I StudentGuide

WFO

Uploaded by

Octavio Puente

We take content rights seriously. If you suspect this is your content, claim it here.

Available Formats

Download as PDF, TXT or read online on Scribd

INTELLIGENT COMMUNICATIONS

5C00641I - Version 2.3

Avaya Framework Installation and Configuration for
Avaya Aura Workforce Optimization R12.0

Please note that this course does not have audio. Click the forward/backward arrows to
navigate this course.

2013 Avaya, Inc. All rights reserved. Page 1

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

2013 Avaya, Inc. All rights reserved. Page 3

Module 1

Avaya Framework and Deployment Overview

2013 Avaya, Inc. All rights reserved.

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.

2013 Avaya, Inc. All rights reserved. Page 5

Module 1 Lesson 1

Avaya Framework Overview

2013 Avaya, Inc. All rights reserved.

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.

2013 Avaya, Inc. All rights reserved. Page 7

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

2013 Avaya, Inc. All rights reserved. Page 8

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.

2013 Avaya, Inc. All rights reserved. Page 9

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-ow 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.

2013 Avaya, Inc. All rights reserved. Page 10

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.

2013 Avaya, Inc. All rights reserved. Page 11

Avaya Framework Operational Package

Operational Package includes:

Forecasting and SchedulingClient software used for daily and weekly

forecasting and scheduling.

Web-Enabled Self-ServiceA standard, web-based interface module for agents,

supervisors, and administrators.

Advanced AdherenceReal-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 ScorecardsMeasurement and management application that can help

measure the productivity and efficiency of the company. Uses pre-dened 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
evaluation scores and key performance indicators (KPIs).
2013 Avaya, Inc. All rights reserved. Page 12

Avaya Framework - Operational Package contd

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 ltering 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.
2013 Avaya, Inc. All rights reserved. Page 13

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.

2013 Avaya, Inc. All rights reserved. Page 14

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.

2013 Avaya, Inc. All rights reserved. Page 15

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 solutions 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 ItemThese features are OFF by default and turned ON
during the licensing process.

2013 Avaya, Inc. All rights reserved. Page 16

Avaya Framework Additional Features contd

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 congured to monitor
deviations from plan of several contact center metrics and events and then notify
one or more identied 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 ItemThese features are OFF by default and turned ON
during the licensing process.

2013 Avaya, Inc. All rights reserved. Page 17

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)

2013 Avaya, Inc. All rights reserved. Page 18

Questions and Answers

2013 Avaya, Inc. All rights reserved. Page 19

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?

2013 Avaya, Inc. All rights reserved. Page 20

Module 1 Lesson 2

Framework Architecture and Deployment Overview

2013 Avaya, Inc. All rights reserved.

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

Avaya Technical Overview User Guide Release 12.0

2013 Avaya, Inc. All rights reserved.

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

Introduce Framework Architecture

Describe Data flow
Describe Framework Server Roles
Describe Framework Deployment Zones
Define Framework Server Requirements
Overview Framework Implementation

2013 Avaya, Inc. All rights reserved. Page 23

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

BPFX
Integration
Server

SQL Database Server (MS 2008 64 bit)

ACD
Adapters

BPWAREHOUSEDB

CRN

Framework

Cognos Reporting
Server

Framework Data Center

BPMAINDB
BPWHATIFDB

2013 Avaya, Inc. All rights reserved. Page 24

Framework Architecture and Dataflow

Interconnections
Other
Systems
E-Mail
Server

LDAP
Server

Back Office Servers

User
Workstations

E-mail alerts
Web Client

Suite Web Server

Application

Authentication

Statistics

Integration Server

ACD

Application & Web Server

BEA Web Logic 8.1

Agent/manager
Workstation

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

2013 Avaya, Inc. All rights reserved. Page 25

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 agents desktop.

2013 Avaya, Inc. All rights reserved. Page 26

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
Oracles Java Runtime Environment (JRE) [Link]
Apache Tomcat, Version [Link]

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)
2013 Avaya, Inc. All rights reserved. Page 27

Avaya Desktop Application Matrix

Playback

Administrators
and Analyst

Desktop Resources is a prerequisite package that includes

mandatory resources required by certain desktop
applications.

Managers

Desktop
Resources

Supervisors

Function

Agents

Desktop
Applications

Required to playback audio and screen files from the

Portal.

Form
Designer

Create and manage evaluation and assessment forms. *A

Supervisor or Manager may require Form Designer if they
have Administer privileges.

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
2013 Avaya, Inc. All rights reserved. Page 28

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.

Administrators
and Analyst

User Import
Support Package

Managers

Function

Agents

Desktop
Applications

Supervisors

Avaya Desktop Application Matrix (continued)

X
X

2013 Avaya, Inc. All rights reserved. Page 29

Managers

Forecast and Scheduling

Manage and plan contact center activities.

Strategic Planner

Strategic resource planning.

Phonetic Boosting

Add new terms/phrases to the Speech

Recognition engines pre-defined vocabulary
and boost the recognition of all terms/phrases
that are part of your companys vocabulary.

Real Time Speech

Calibration Applications

Analyze and diagnose Real Time Speech

Notification performance. Add pronunciations
to terms and calibrate notification scoring
methods.

Administrators
and Analyst

Function

Agents

Desktop
Applications

Supervisors

Avaya Desktop Application Matrix (continued)

2013 Avaya, Inc. All rights reserved. Page 30

Desktop
Applications

Function

Agents

Supervisors

Managers

Administrators
and Analyst

Avaya Desktop Application Matrix (continued)

Desktop Gadgets

Displays Scorecard KPI information on the Desktop

with near real time updates.

Logger

View log information for troubleshooting purposes.

*Agent Logging is also possible using the log
component of the Screen Capture Module.

2013 Avaya, Inc. All rights reserved. Page 31

Avaya Desktop Application Supported Operating System

Windows 2008 64-bit,
32-bit, R2, R2 SP1

Windows 7, SP1 (64bit/32-bit) (Ultimate,

Enterprise, Business

Windows vista SP2 32bit (Ultimate,

enterprise, Business)

Windows Vista SP1 32bit (Ultimate, Enterprise,

Business)

Windows 2003 SP1,

SP2, R2 32-bit Standard,
Enterprise

Windows XP SP3

Windows XP SP1, SP2

Desktop
Applications

Screen Capture Module (AIM)

Playback

Form Designer

Standalone Form Designer

User Import Support Package

Logger

Pop-up Notification System

Client

2013 Avaya, Inc. All rights reserved. Page 32

Windows 7, SP1 (64bit/32-bit) (Ultimate,

Enterprise, Business
Windows vista SP2 32bit (Ultimate,
enterprise, Business)
Windows Vista SP1 32bit (Ultimate, Enterprise,
Business)
Windows 2003 SP1, SP2,
R2 32-bit Standard,
Enterprise
Windows XP SP3

Desktop
Applications

X
X
X
X
X

Forecasting and Scheduling

X
X
X
X
X

Strategic Planner
X
X

Phonetics Boosting
X

Desktop Gadgets

Content Producer

X
X
X

X
X

Windows XP SP1, SP2

Windows 2008 64-bit,

32-bit, R2, R2 SP1

Avaya Desktop Application Supported O.S. (contd)

2013 Avaya, Inc. All rights reserved. Page 33

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

2013 Avaya, Inc. All rights reserved. Page 34

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

2013 Avaya, Inc. All rights reserved. Page 35

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

2013 Avaya, Inc. All rights reserved. Page 36

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

2. Sites: Provides integration with the customer

environment Not used in Avaya
environment.
Desktop: Provides the agent or supervisors
working environment.

Avaya Deployment includes one Data Center and Desktops (depending on

the system size and scaling)
2013 Avaya, Inc. All rights reserved. Page 37

Data Center Zone

Data Center

Databases

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

Web Services and Applications

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)

Databases

Reporting
Services

Web Services
Web Applications
Integration Server

Reporting Services
Cognos

Reporting Management
Reporting Engine

2013 Avaya, Inc. All rights reserved. Page 38

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.

2013 Avaya, Inc. All rights reserved. Page 39

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.
2013 Avaya, Inc. All rights reserved. Page 40

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
authenticationSingle 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.

2013 Avaya, Inc. All rights reserved. Page 41

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.

2013 Avaya, Inc. All rights reserved. Page 42

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 applications System
Management modules
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.
2013 Avaya, Inc. All rights reserved. Page 43

Data Center Zone Integration Services Overview

(continued)
Integration Server consists of the following main software components:
The Integration Server service
The Workforce Management web applications System Management modules
Integration section. This section is used to configure Integration Server.
Integration packages, interfaces, and adapters.

2013 Avaya, Inc. All rights reserved. Page 44

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
Web Browser
Email
Printing

Custom
Reports

Ad hoc
Reports

Query Studio
Report Prompts

Report Security
Cognos Tool

Extendable
XML Driven
UIF Widgets
App Selectors

Formats
HTML
PDF
Excel

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.

Cognos ReportNet is used as the report server.

2013 Avaya, Inc. All rights reserved. Page 45

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.

2013 Avaya, Inc. All rights reserved. Page 46

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.

2013 Avaya, Inc. All rights reserved. Page 47

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.

2013 Avaya, Inc. All rights reserved. Page 48

Framework Data Flow

Database Server
Application
Server
Port 8001

Forecasting
and
Scheduling

BPWHATTIFDB

Integration
Server
Integrations

Web
Application
BPMAINDB

Data Warehouse
Sync

Application
Server
Port 7001

BPWAREHOUSEDB

2013 Avaya, Inc. All rights reserved. Page 49

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.

2013 Avaya, Inc. All rights reserved. Page 50

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.

2013 Avaya, Inc. All rights reserved. Page 51

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

Supervisor
logged in WFO

WFO Server

Pop-up server and the

Application Server are typically
installed on the same computer.

HTTP

Agent Desktop
Running Pop-up
Client

Pop-up client, which is a

standalone application, is
installed on employee desktops.

SIP

Pop-up Server

2013 Avaya, Inc. All rights reserved. Page 52

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.

2013 Avaya, Inc. All rights reserved. Page 53

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

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Desktop

Thick Client Application

Screen Recording
WFM Forecast & Scheduling

Customer Environment
Desktop

Strategic Planner
Pop-Up client
Desktop

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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
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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

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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

Reporting
Services

Web Services

Web Applications

Integration Services

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Framework Platforms

Framework Data Warehouse

Framework Reports
Framework Applications
Framework Integration Service

Framework Integration Service

Application

Framework Database

Reporting

Data Center

Data Warehouse

System

Framework Database

Common

Framework Database & Reporting

Roles

Database

Type

Data Center

Platforms

Documentation Note: Avaya Aura Technical Overview

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

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Questions and Answers

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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.

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Module 1 Lesson 3

Framework Documentation Overview

2013 Avaya, Inc. All rights reserved.

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

List all the Framework Documents required for installation and

configuration

Provide and Installation and Configuration Documentation Map.

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

Avaya Technical Overview User Guide Release 12.0

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

Avaya Aura WFO Security Configuration Guide Release 12.0

Avaya V 12 Customer Furnished Equipment Guide(xlsx)

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 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
2013 Avaya, Inc. All rights reserved. Page 65

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 Release 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

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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 Users Guide Release 12.0
Avaya Aura Workforce Optimization Scorecards Adapters Guide Release 12.0
2013 Avaya, Inc. All rights reserved. Page 67

Framework Documentation List (continued)

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 Users 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
2013 Avaya, Inc. All rights reserved. Page 68

Framework Documentation List (continued)

Coaching:

Avaya Coaching Administration Guide Release 12.0

Avaya Coaching Users Guide Release 12.0

Content Producer
Avaya Content Producer User Guide Release 12.0

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Locate Documentation
Framework Documentation is included on the software DVD and is available for
download from:
[Link]

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Lab
Lab: Documentation
Complete the Documentation Lab section of your guide.

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Module 02

Server Readiness, Installation, and Deployment

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Module Objectives
After completing this module, you will be able to:
Understand Server Readiness and Validation Tools
Perform Platform Installation
License and Activate system

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Module 02 Lesson 01

Installation Overview and Preparation

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

Define Framework Installation Steps.

Outline Framework installation Steps.
Validate System Prerequisites

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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.

Platform
Software only

Server Role 1
Component (MSI)

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.

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

2013 Avaya, Inc. All rights reserved. Page 76

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.
9. Activate Framework licenses and configure server roles. 2013 Avaya, Inc. All rights reserved. Page 77

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.

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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.
2013 Avaya, Inc. All rights reserved. Page 79

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.

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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.

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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.

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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
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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 Windows or Mixed Mode Authentication.
Ensure SQL Server Agent service has been set to Automatic and is running, prior
to running Framework installation.

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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

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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.

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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

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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 servers validation information is maintained on the server you validated.
This information is then used during the servers installation process.
7. FIX what needs FIXING!!

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SR Validator Tool (continued)

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SR Validator Tool (continued)

1. Searches
for server

2. Select
Group

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SR Validator Tool (continued)

3. Select
Server Type

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SR Validator Tool (continued)

4. Modify settings as
necessary

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SR Validator Tool (continued)

5. Compares the current

installation and
configuration with the
requirements

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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

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Sample of Report

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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

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Lab
Lab: System Validation
Complete the System Validation Lab section of your guide.

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Module 02 Lesson 02

Framework Platform Installation

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

Describe the SR Tool.

Describe Framework Installation.
Describe Framework Software files.
Install Framework.
Validate Framework Installation.
Troubleshoot Framework Installation.

2013 Avaya, Inc. All rights reserved. Page 99

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).

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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 [Link]
Release [Link] version tracking for SR engine

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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.

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Framework Install Flow

1. Install Base version Framework.
2. Install Service Pack - SP1.
3. Install any Hot Fixes.

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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

Framework Base DVD 2

AVAYA_Aura_Platform_DV
D_2.iso

Yes

Framework Base DVD 3

AVAYA_Aura_Platform_DV
D_3.iso

Yes

Framework Service Pack 1

AVAYA_Aura_SP1.iso

Yes

Comments

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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