SystemPlatform System and Procedure Overview

Avaya External Template 31607Avaya – Proprietary & Confidential. Under NDA
System Platform Technical and Procedural Overview
Steven Daniel
Tom Rumph
Jerry Revier
Avaya – Proprietary & Confidential. Under NDA
Presentation Objectives
Context Setting
What to Expect
Customer Ingress Points [call center, web-ticketing, misroutes]
What you need to know
Delivery, Licensing, Offers, Support, Process
Offers
Support
Processes
Resources
Training
Documentation
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Terms and Acronyms
Context Setting – What is Changing
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How our Deployment/Product Model is Changing
Avaya is migrating to a new product deployment architecture that changes the physical architecture without changing the functional architecture.
At the product level, these changes have little or no impact on existing knowledge and skills, although a new set core components have been introduced.
You need new knowledge and skills in the area of product offers, call receipt, triage and communication.
By understanding the new environment, Avaya will be poised to provide timely and seamless resolution to customer support requests.
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Goal: Improve the Customer Environment
Before – Multiple servers required to support multiple products for a business solution
After – A single server supporting multiple products for a business solution
CM, SES, AES, MS...
Communication Manager
Media Gateways
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Reduced TCO
Less hardware,
Less power
Easy and quick deployment
Running all Software Applications on a single platform
Reduced Total cost of hardware
System Platform Compliant
Deployment Architecture - What is System Platform
First and foremost, System Platform is NOT a product. Rather it is a simple enabling technology to run a System or Multiple Systems on ONE Server, while each System “thinks” it runs in its OWN Server
System Platform software is CentOS (Linux) along with the Xen Open-Source Hyper-Visor that host one or more Avaya products as virtual appliances [aka virtual machines]
Virtual machines are deployed as Templates. A template or “Solution Template" is a collection of one or more virtual machines running Avaya applications such as CM, AES, SES, SMGR, SALGW..etc
System Platform offers a feature rich management console that provides such features as template installation, template management, and SAL connectivity
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Solution Template & System Platform
System Platform while a single offer for every solution, will always be deployed in the following fashion.
System Platform Software [Common to all adopters]
Template Solution Software [Unique to all adopters]
Both of these components while together form the offer or the solution, will always be downloaded and installed separately.
This understanding is important for the following reasons:
From an Avaya solution perspective them, we view them collectively as “one”.
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Solution Overview – System Platform
What is System Platform the Software
System Platform is the underlying software component which gets installed first on the physical server before any template installation.
It includes the following:
CentOS Operating System with Xen Hypervisor [privileged layer]
CentOS Operating System [Console Domain and SAL Gateway]
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What is a Solution Template
A Solution Template is a STATIC collection of Avaya products optimized for distribution and installation on the System Platform and includes
Solution descriptor
Product images
The Solution descriptor
Complies with the Open Virtualization Format (OVF) standard and is hyper-visor and hardware neutral
Describes the virtual systems comprising the solution and the physical requirements for installing the solution (e.g. RAM, HDD etc…).
Product Images
Plug-ins
Web pages and scripts to run during installation
Other features provided by the platform – Sanity, Backup/Restore, etc.
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Solution Template Architecture
A solution template is a configuration of applications running on System Platform
Simpler and easier to install, configure, and manage
Communication Manager by Example
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HDD
RAM
NIC
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HDD
RAM
NIC
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HDD
RAM
NIC
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The Solution Template Drives the Server Configuration
System Manager 5.2 Example:
Chassis: IBM 3550m2 1U
Processor Speed: Intel E5520 Quad Core / 2.26 GHZ-5520, 8MB L3 Cache / 1066 Memory Bus / 80 Watt processor
Number Of Processors: 1 Processor
Total Memory GB: 12 GB DIMM: 2GB 2Rx8 PC3-10600R RDIMM (1333Mhz)
NIC Ports: 4 Ports
RAID Type: MR10i Integrated RAID Controller Optioned as RAID 1 - Includes 256 cache module and Battery for write cache.
Number of Disks: 3 x 146GB SAS 2.5" 10K RPM 6G DP Hard Drive
Usable Disk Space: 272 GB
Template Dependent
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Customer will be in possession of DVD install media
Either by having had it shipped as part of their order
Or by downloading it via PLDS and burning it to a DVD
DVD install media is inserted
Wizard guides user through installation
HTTPs
OR
Supported Server
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Avaya PLDS
Select template (OVF file) to be installed from DVD, USB stick, or PLDS
System Platform’s Template installer ensures hardware platform can accommodate the selected template
Enter IP addresses, host names and other required information
Can use pre-created Electronic Pre-installation Worksheet (EPW file)
System Platform’s Template installer does the rest!
The performance characteristics of the installed template and the differences compared to running natively will be provided by the Solution Providers and will vary with solution.
HTTPs
Roles – GSS Supporting Organizations
Engaged Organizations
Sales Day 0
Global Registration Team: Day 1
Service Desk: Day 2
Backbone/Tier III: Day 2
CPE/DDE: Escalation: Day 2
Sales Role
Engages or is contacted by customer to solicit or set-up potential sale of Solution Template.
Fulfills and executes customer order including implementation support.
Introduces/Sets off engagement of Implementation Team
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Implementation Role
Implementation teams which can be Avaya or Business Partners will execute the following:
Gather prerequisite data from customer
Initiate Secure Access Link Global UI Registration Process [48 Hours Min]
Rack & Stack Servers
System Platform ISO image
Install & Deploy Solution Template
Load PLDS License in the WebLM Server
Load AFS file via CDOM for Solution Template and System Platform
Validate Remote Access and Alarming [Final Registration]
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SAL Global Registration Role
Engaged as part of the implementation process.
Responsible for registering Solution Template application[s] in Maestro or Siebel (e.g. establish SE Codes, SE ID, Product IDs).
Provide SE Code and Alarm ID details to implementation teams for SAL Gateway administration.
Configure backend systems so Solution Template is accessible and alarming via the SAL infrastructure.
Work with implementation teams to set-up remote access and alarming.
Validate end-to-end alarming and remote access.
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Service Desk Role
Take ownership of customer call.
Direct the caller to the UI/SAL Registration Request process if the system is not registered. Advise customer that the system must be registered in order to provide support.
Create a Maestro case and/or Siebel SR with problem details and information.
Ask questions to help clarify the support request:
What is the specific component they need assistant with? Such as CM, AES, SAL, etc.
Are they having an issue with the licenses in PLDS?
Did they get an unexpected error during template installation, etc
Define the problem beyond “System Platform” or “Common Server” and be specific.
Classify the case and/or SR by using the Solution Element or Asset of the relevant product.
Validate remote access to solution template application.
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Maestro/Siebel Records Identification
Solution Template & CRG
System Platform Adopters SE Codes June 2010 Subject to Change
System Manager 5.2 or 6.0
CM 6.0 Standard & Enterprise & S8330D
CM 6.0 Survivable Branch
Collaboration Server [CS] 6.0
Avaya Aura Session Border Controller 6.0
Presence Services 6.0
VSP
VSP
VSP
VSP
VSP
VSP
VSP
VSP
VSP
VSP
VSPU
VSPU
VSPU
VSPU
VSPU
VSPU
VSPU
VSPU
VSPU
VSPU
VSALGW
VSALGW
VSALGW
VSALGW
VSALGW
VSALGW
VSALGW
VSALGW
VSALGW
VSALGW
SM
VUS
VUS
VUS
VUS
SM
AMMAS
AASBC
VPSB
AESSP
SALSM
VCM
VCM
VCM
VCM
SALSM
AMMSS
SMELEM
VCMM
ASM
VCMM
VCMM
ACSCBV
SALASM
VSES
SM
ACSCRV
VAES
SALSM
ACSWCV
SMELEM
ACSWPV
ASM
SALASM
VPSB
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Maestro and Siebel Workgroups
Product
Workgroup
ETSS CRG Entry
You can transfer a case via the workgroup EMERGING or alternatively you can call an agent at 19229 or leave a message for non-urgent issues at 41048.
Solution Template
This will depend on the actual solution template being worked.
The Solution Template will determine the workgroup you will route this case too.
SAL Backbone
SAL CRG Entry
For any SAL issues such as remote access issues or implementations teams requiring technical assistances.
SAL On-Boarding
Csaba Nagy
No VDN exists for this team. For customers or BPs who have not registered their SP on SAL you should do as follows:
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BBE/Tier III Role
Ensure system is registered and accessible via SAL. If not immediately advise customer that registration must be completed before Avaya can provide support. Direct customer to registration form on https://support.avaya.com
Once system is accessible, verify the installed version of System Platform and the Solution Template. Recommend to the customer to apply updates as the first attempt to fix.
If problem is with an install, make sure the customer has the latest software.
*Note - Recent s/w updates have eliminated s/w installation problems.
Trouble shoot the product or application following normal process. Applications on SP operate the same way they would on a standalone server.
Server hardware problems are resolved by the same BBE that resolves them in the stand alone environment. Remember, the server is a component of the Solution Template. It is not part of System Platform.
Open a related case or collaboration activity to CPE/ADE as needed:
Product problems: follow normal escalation path
SAL problems: open related case or collaboration activity to SAL BBE
PLDS problems, including downloading, access to entitlements and product licensing: create a request with IT
Server hardware: follow normal resolution process
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CPE/DDE Role
Assist BBE or assume ownership of escalated or critical cases.
Work with peer or product development as needed.
Keep escalation managers abreast of the situation.
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What to Expect – “Where the rubber meets the road”
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Ingress Points
From other internal organizations
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A-Z High Level Implementation Tasks
Finding your “orientation” by understanding typical deployment.
Gather prerequisite data from customer
Initiate Secure Access Link Global UI Registration Process [48 Hours Min]
Rack & Stack Servers
System Platform ISO image
Install & Deploy Solution Template
Load PLDS License in the WebLM Server
Load AFS file via CDOM for Solution Template and System Platform
Validate Remote Access and Alarming [Final Registration]
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Support Request Examination
Prior to isolating the issue determine what Solution Template you are dealing with.
If you hear “System Platform” don’t panic.
Focus first on the Solution Template and begin with the “business as usual” mindset.
Use your knowledge about System Platform merely as a way to guide you to the potential issue.
Don’t forget to consider SAL as a possible culprit.
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Is it an Application or Solution Template Issue?
Workgroup Selected from the Call Routing Guide based on the Application.
System Template Installation
Product Licensing
Escalate endpoints and other peripherals as per normal
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Could it possibly be a PLDS Issue?
Solution Template and System Platform Download
Missing Entitlements
Order Omissions
Avaya IT via https://itss.avaya.com or 1-866-Avaya-IT
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What about Secure Access Link?
SAL Configuration
SAL Break/Fix
SAL Registration
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Don’t Rule Out System Platform Specific Issues
SP Configuration
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SP Adopters as of June 2010
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Delivery, Licensing, Offers, Support & Process
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Software Distribution
System Platform is Software Only but you must use Avaya hardware.
Distribution will be via shipped DVD or downloadable ISO image [PLDS] for System Platform and PLDS [only] for the adopting template solution.
Customer must register their FL and possess a valid Avaya SSO login.
Licensing & Authentication
Avaya PLDS is used for license delivery
A WebLM server is embedded in the Console Domain of System Platform and may or may not be used depending on Solution Template
The creation of the license is based on the Primary MAC address viewed within the WebLM server
AFS authentication will be loaded via Console Domain User Administration
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Solution Template Offer
Existing Avaya Products will be offered individually or a collection of products, which includes the following:
The Solution Template (media and PLDS)
Product Licenses (as applicable)
Avaya Common Server model
Standard Hardware Maintenance
Server Hardware Maintenance
Standard Hardware Maintenance
Correct server (S8800 1u or 2u)
Correct Number and Type of CPUs (1 or 2, 2.26 or 2.93GHz)
4GB of Memory
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Secure Access Link On-Boarding
Avaya Global Registration Team:
Download, Complete and Submit the Universal Install/SAL Registration request Form from http://support.avaya.com More Resources Product registration (Partners Only) > bottom of the page select the Universal Install/SAL Product Registration Request Form link or by clicking on the link below.
Registration team pre-registers System Platform solution and makes appropriate records changes to support SAL.
Registration validates remote access and alarming with implementer.
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Secure Access Link On-Boarding Process Flow
Customer Request SALGW
Customer/Sales
Customer/Avaya
Customer/Avaya
Phase 1 Caviot
Global Registration Team
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System Platform Remote Access & Alarming
System Platform does not support modems rather its co-resident Secure Access Link Gateway.
Remote Access
Avaya tools integrated to work with SAL
https://tech1.sal.avaya.com [SAL Concentrator Remote Server]
Alarms
All alarms with few exceptions is via Secure Access Link Gateway [SMGR Adopters]
https://tech1.alarming.avaya.com [SAL Concentrator Core Server]
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Remote Access Validation
If and when you require validating remote access you will use the following methods.
Pre-requisites
eToken with valid VeriSign Identity Certificate
Remote Access will be validated in one of two ways
Avaya supported tools servers
toolsa [st3tds02 and st3tds03]
Secure Access Link Enterprise Server
Remote Access Validation Tools Servers
With Avaya tools servers you can only validate CLI based access.
For Example
SSH, SFTP, Telnet
You will establish connections to these product as you have traditionally with one key difference.
You must have your eToken plugged in to your PC and will be asked to provide your eToken password.
Everything else remains the same i.e.
Launching Product Connect or
Using connect2/connect2 command strings
Remote Access Validation SAL Enterprise
With the SAL Enterprise you can establish any type of connection that you could with the Avaya tools servers plus everything else.
In addition to CLI based protocols you MUST use the SAL Enterprise to validate
GUI based connections [i.e. HTTPs, RDP, VNC, X11, etc…]
To establish a connection using the SAL Enterprise
You must have your eToken plugged in to your PC.
You will access https://tech1.sal.avaya.com
Select the type of connection you desire
Connect to “localhost”
Resources
Process
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Training
https://uconnect.avaya.com “Training Catalog NPI Field Drop Down S8800 Folder
Secure Access Link Training
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Documentation
AOK link for the SP 6.0 SSP:
System Platform Wiki
Q & A?
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Backup Slides
FY10 Launch Readiness Training [NPI]
Avaya Video Communication Systems http://uconnect.avaya.com/atu02110oenevent ATU02111OEN-CM6.0 CM Evolution Server http://uconnect.avaya.com/atu02111oenevent ATU02112OEN-CM6.0 S8300D, SP & CM Template Install http://uconnect.avaya.com/atu02112oenevent ATU02113OEN-CM6.0 Avaya AuraTM Session Manager 6.0 http://uconnect.avaya.com/atu02113oenevent ATU02114OEN-CM6.0 System Platform Arch., Admin & Maintenance http://uconnect.avaya.com/atu02114oenevent ATU02115OEN-CM6.0 DCP Endpoint & one-X Client Capabilities http://uconnect.avaya.com/atu02115oenevent ATU02116OEN-CM6.0 Call Center 6.0, Call Center 5.2.1 Changes http://uconnect.avaya.com/atu02116oenevent/ ATU02117OEN-CM6.0 Communication Manager 6.0 Non SiP Features http://uconnect.avaya.com/atu02117oenevent/ ATU02118OEN-CM6.0 CM 6.0 Template and Migration Overview http://uconnect.avaya.com/atu02118oenevent ATU02119OEN-CM6.0 Communication Manager Messaging 6.0 (CMM) http://uconnect.avaya.com/atu02119oenevent/ ATU02120OEN-CM6.0 Avaya AuraTM for Survivable Remote http://uconnect.avaya.com/atu02120oenevent ATU02121OEN-CM6.0 Avaya AuraTM System Manager 6.0 http://uconnect.avaya.com/atu02121oenevent ATU02122OEN-CM6.0 G860 R2.1 http://uconnect.avaya.com/atu02122oenevent ATU02123OEN-CM6.0 May/June 2010 IP Phones and Software http://uconnect.avaya.com/atu02123oenevent ATU02124OEN-CM6.0 Avaya AuraTM Session Border Controller http://uconnect.avaya.com/atu02124oenevent ATU02125OEN-CM6.0 (R6.0)– SES, CM & SIP http://uconnect.avaya.com/atu02125oenevent ATU02126OEN-CM6.0 Avaya Aura Conferencing 6.0 http://uconnect.avaya.com/atu02126oenevent
Customer
Request
SALGW
Ownership

SystemPlatform System and Procedure Overview

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