Avaya Interactive Response Installation Manual
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Avaya Interactive Response Installation Manual

Avaya Interactive Response Installation Manual

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Avaya™ Interactive Response
Release 1.2
Installation
Issue 0.11
Publication Date: July 2003

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Summary of Contents for Avaya Interactive Response

  • Page 1 Avaya™ Interactive Response Release 1.2 Installation Issue 0.11 Publication Date: July 2003...
  • Page 2 Copies of these Declarations of Conformity (DoCs) signed by the Vice access) President of R&D, Avaya Inc., can be obtained by contacting your local • Eavesdropping (privacy invasions to humans) sales representative and are available on the following Web site: •...
  • Page 3 United States, click International Services Contacts. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language as well as information regarding support for this product, while under warranty, is available through the Avaya Support Centre Web site http://support.avaya.com.

  • Page 5: Table Of Contents

    Contents Installation ..........................7 Overview of installation process..................8 Hardware installation ....................10 Hardware installation scenarios.................. 10 Required documents for hardware installation ............11 Hardware requirements ....................11 Installing the hardware platform.................. 13 Installing telephony cards ................... 13 PCI slotting rules......................14 Connecting the platform to the LAN................
  • Page 6 Contents Backing up the system for the first time ................62 Restoring the system ....................63 Preparing for system restoration.................63 Restoring the system from full backup................63 Obtaining release notes ....................66 Index ............................67 6 Avaya IR R1.2 Installation...

  • Page 7: Installation

    A software-only product that includes the required software on a CD set. In this configuration, the required hardware components must be purchased separately. This section describes how to install both the complete Avaya IR system and the software- only Avaya IR system.

  • Page 8: Overview Of Installation Process

    Installation Overview of installation process The process of installing the Avaya IR system includes the following basic steps. See the referenced topics for detailed information on each step. 1. Unpack and install the hardware platform. See Installing the hardware platform on page 2.
  • Page 9 Overview of installation process 12. Set up features. See Configuring system features on page 61. 13. Create a full backup of the entire system. See Backing up the system for the first time on page 62. Issue 1.0 September 2003 9...

  • Page 10: Hardware Installation

    Hardware requirements on page 11. In either scenario, the Avaya IR hardware platform (either the Sun Blade 150 or Sun Fire 280R) must be installed on a local area network (LAN) and have connectivity to a telephony network with which the system will interact for voice communications.

  • Page 11: Required Documents For Hardware Installation

    Digital trunks (either T1 or E1) from a telecommunications switch can provide telephony connectivity. For more information, see Connecting the platform to the telephone network on page 18. If the Avaya IR solution uses Voice over IP (VoIP), the LAN provides the telephony connectivity to the switch.
  • Page 12 Telephony cards provide the telephony interface to the system. The telephony card required for the Avaya IR system is the Natural Microsystems (NMS) AG 4000/1600. The Avaya IR hardware platforms can have a maximum of two telephony cards. For more information on these cards, see AG4000 Installation and Developer's Manual.

  • Page 13: Installing The Hardware Platform

    System Help (under "Print documents") or from the Sun Web site (http://www.sun.com). Installing telephony cards If you purchased an Avaya IR system for digital telephony, you must install the NMS telephony cards into the platforms PCI cards slots. Systems purchased from Avaya that include hardware components, arrive from the factory with the NMS telephony cards ready to be installed.

  • Page 14: Pci Slotting Rules

    These documents provide information about the platform and the PCI Manual or Sun Fire card slots for the telephony cards. These documents are available in 280R Server Owner's Avaya IR System Help (under "Print documents") or from the Sun Web site (http://www.sun.com). Manual AG4000 Installation and...

  • Page 15: Connecting The Platform To The Lan

    The fourth PCI slot (PCI-4) is always unused. Connecting the platform to the LAN An Avaya IR platform must be connected to a local area network (LAN) for use with a backup repository server and to communicate with other optional servers that provide speech services, ASAI or CTI functionality, and VoIP connectivity.
  • Page 16 For information about signals at the TPE connector, see the "Twisted-Pair Ethernet Connector" section in the "Signal Descriptions" chapter of the Sun Blade 150 Service Manual. This document is available in Avaya IR System Help (under "Print documents") or from the Sun Web site (http://www.sun.com).
  • Page 17 For information about signals at the TPE connector, see the "Reference for Twisted-Pair Ethernet (TPE) Connector" section in the "Connector Signal Descriptions" appendix of the Sun Fire 280R Server Service Manual. This document is available in Avaya IR System Help (under "Print documents") or from the Sun Web site (http://www.sun.com).

  • Page 18: Connecting The Platform To The Telephone Network

    You can connect up to two trunks directly to each NMS dual port card or four trunks to each NMS quad port card installed on the Avaya IR system. Trunks may receive calls directly from the PSTN or they may connect to an Avaya MultiVantage system or to a non-Avaya switch...

  • Page 19: Configuring The Modem

    The modem will initialize when the Avaya IR system boots up. For US customers using the U.S. Robotics Sportster modem, see Sportster Manual for more information. This document is available in Avaya IR System Help (under "Print documents") or from the U.S. Robotics Web site (http://www.usr.com/support/s-main-menu.asp).
  • Page 20 Installation 20 Avaya IR R1.2 Installation...

  • Page 21: Setting Up Pre-Installed Software

    Setting up pre-installed software Setting up pre-installed software Follow the information in this section only if you purchased a Avaya IR system that includes the hardware platform with the IR software pre-installed. Configuring the pre-installed software is usually performed by an Avaya service technician or certified third-party service provider.

  • Page 22: Pre-Installed Software Packages

    • Date and time • Root password Pre-installed software packages The following packages are pre-installed by Avaya for systems that include both IR software and the hardware platform: • Sun operating system Solaris 8 Update 7 • Solaris tools, packages, and patches (including for the Sun Fire 280R only: Remote System Console 2.2 and DiskSuite 4.2)

  • Page 23: Configuring The Pre-Installed Software

    Configuring the pre-installed software Follow the steps in this topic to configure the pre-installed system software, which includes the Solaris 8 operating system and all the Avaya IR software. All of the IR base packages are pre-installed. However additional packages are required to make the system operational.
  • Page 24 0. English (C - 7-bit ASCII) IMPORTANT: 1. Canada-English (ISO8859- You must use English for the locale. The Avaya IR system will not function properly if 2. Thai you select another locale. 3. U.S.A. (en_US.ISO 8859-1) 4. U.S.A. (en_US.ISO 8859- 5.
  • Page 25 To begin identifying this system, press F2. Host name: Enter the host name for the Avaya IR system and press F2. Networked If you plan to connect your system to a network, position the cursor between the Yes [ ]Yes brackets using the arrow keys.
  • Page 26 If you choose No (the preferred option), the system uses static IP addresses for proxy connections. IP address: Enter the IP address of the Avaya IR system and press F2. System part of a subnet Choose whether your system is part of a subnet and press F2.
  • Page 27 Setting up pre-installed software Step System prompt Action Name service Select your name service and press F2. [ ] NIS+ This choice and the prompts that follow are [ ] NIS specific to your site. If you selected DNS, the [ ] DNS system displays the following series of [ ] LDAP...
  • Page 28 Setting default IPv4 interface for multicast: add net 224.0/4: gateway XXXXX syslog service starting. Print services started. volume management starting. 3 10:48:56 XXXXX sendmail[293]: My unqualified host name (XXXXX) unknown; sleeping for retry The system is ready. 28 Avaya IR R1.2 Installation...
  • Page 29 Setting up pre-installed software Step System prompt Action Console login: Log in as root. You are now ready to install individual packages required for your particular site. See Installing individual packages on page 44 for more information. Issue 1.0 September 2003 29...

  • Page 31: Installing The System Base Software From Cd

    You purchase a software-only system and need to install the Avaya IR software on a separately obtained hardware platform • You need to rebuild the Avaya IR system from CD media (such as for disaster recovery purposes). Note: Another method of rebuilding your system is to restore the system from backup, which may be preferable if you have applications, data, and feature administration that also needs to be restored.

  • Page 32: Software Packages Installed From Cd

    The following packages are installed when you install the software from CD: • Sun operating system Solaris 8 Update 7 • Solaris tools, packages, and patches (including for the Sun Fire 280R only: Remote System Console 2.2 and DiskSuite 4.2) 32 Avaya IR R1.2 Installation...

  • Page 33: Installing System Software

    44. Installing system software Follow the steps in this topic to install the system software from the Avaya IR CD media, which includes the Solaris 8 operating system and all the Avaya IR software. This installation process adds the IR base packages, but not all the packages required to make the system operational.
  • Page 34 Open the CD-ROM drive bay. Depending on the hardware platform, insert the CD labeled Avaya IR R1.2 Solaris OS for SunBlade 150 - CD 1 or Avaya IR R1.2 Solaris OS for Sun Fire 280R - CD 1. Close the CD-ROM drive bay.
  • Page 35 0. English (C - 7-bit ASCII) IMPORTANT: 1. Albania (ISO8859-2) You must use English for the locale. The 2. Australia (ISO8859-1) Avaya IR system will not function properly if 3. Belgium-Flemish (ISO8859-1) you select another locale. 4. Belgium-Flemish (ISO8859-15 - Euro) 5.
  • Page 36 To begin identifying this system, press F2. Host name: Enter the host name for the Avaya IR system and press F2. Networked If you plan to connect your system to a network, position the cursor between the [ ] Yes Yes brackets using the arrow keys.
  • Page 37 Installing the system base software from CD Step System prompt Action System part of a subnet Select whether your system is part of a subnet and press F2. [ ] Yes [ ] No If you choose Yes, the system prompts you for the subnet mask.
  • Page 38 Select your time zone and press F2. [ ] Eastern [ ] Central [ ] Mountain [ ] Pacific [ ] East-Indiana [ ] Arizona [ ] Michigan [ ] Samoa [ ] Alaska [ ] Aleutian [ ] Hawaii 38 Avaya IR R1.2 Installation...
  • Page 39 Welcome To Avaya Interactive To begin installing the base packages for Response R1 Installation and the Avaya IR system, enter I (for install). Recovery. Note: Please select one of the choices To restore the system from backup at this below.
  • Page 40 The contents of the AVAYA IR R1.2 Remove the CD in the CD-ROM drive and Software Packages CD have been insert the CD labeled Avaya IR R1.2 Core installed. Packages - CD 3. Press Enter. Put the CD labeled AVAYA IR R1.2...
  • Page 41 Installing the system base software from CD Step System prompt Action Contents of the AVAYA IR R1.2 Press Enter. Core Packages CD have been The system reboots. installed. IMPORTANT: Software installation is During the reboot process on the Sun Fire complete.

  • Page 42: Installing Packages

    NMS package must be installed to provide that functionality. This section explains how to install Avaya IR packages for use on the system. This section includes the following topics: Installing the NMS package ............42 Installing the VoIP package .............

  • Page 43: Installing The Voip Package

    This message indicates that the installation of the NMS drivers is complete. 7. Enter shutdown -y -i6 -g0 to reboot the system. Once this package has been installed, an Avaya provisioning engineer must provision the feature channels for the NMS feature. See Provisioning feature channels on page 46 for more information.

  • Page 44: Installing Individual Packages

    Installation of <AVvoip> was successful. This message indicates that the package installation is complete. Once this package has been installed, an Avaya provisioning engineer must provision the feature channels for the VoIP feature. See Provisioning feature channels on page 46 for more information.
  • Page 45 Use the pkgadd command to install these packages on the system. Once the packages have been installed, an Avaya provisioning engineer provisions the feature channels for each package as appropriate. See Provisioning feature channels on page 46 for more information.

  • Page 46: Installing Optional Packages

    SpeechWorks TTS package Provisioning feature channels Once installed, an Avaya provisioning engineer must set up licensed features to allow use of the feature on the system. Provisioning is based on the number of channels of the feature purchased by the customer.

  • Page 47: Installing Database Software

    Working with service packs on page 53. Installing database software If you are using a database with Avaya IR, you can install the database software on the LAN or locally on the Avaya IR system. Follow the instructions provided with your database software for installing the software.
  • Page 48 If you are using Sybase, Informix, or DB2, you must download and install the JDBC drivers for those database systems. For more information, see Installing JDBC drivers on page 48. The drivers for Oracle and SQL server are installed as part of the base Avaya IR packages. Installing JDBC drivers To integrate the Avaya IR system with Sybase, Informix, or DB2 database management systems, you must download and install the JDBC drivers for those systems.
  • Page 49 3. Select Continue The browser displays the download page. 4. Select Download now and save the file to the /tmp directory on the Avaya IR system. If you cannot directly download the JDBC.2.21.JC5.tar file to the Avaya IR system, download it to a temporary location. Then transfer the file (using the ftp command or by some other method) to the /tmp directory on the Avaya IR system.
  • Page 50 The driver software is installed in the /tmp/infx directory. 5. Enter cp /tmp/infx/lib/ifxjdbc.jar /vs/java The driver software is copied to the /vs/java directory where the Avaya IR software expects it to be. To enable the driver, you must restart the Apache Tomcat servlet engine.
  • Page 51 Guidelines for installing local Oracle Of the supported databases, only Oracle can be installed locally on the Avaya IR platform. Oracle uses the same JDBC interface to integrate with IR applications whether it is local or remote. This section provides guidelines for installing and configuring Oracle as a local database.
  • Page 52 Oracle. The default configuration that is generated by the installation process causes Oracle to consume too much system memory. Avaya provides the /vs/data/init.ora file as part of the base software installation for Avaya IR. This file contains the recommended configuration for running Oracle on the system. Use this file in place of the default init.ora file (usually located in the $ORACLE_HOME/dbs directory)

  • Page 53: Working With Service Packs

    Working with service packs Working with service packs Service packs are required to update the Avaya IR system with the most current software available. Service packs are numbered in ascending order and each subsequent service pack contains the contents of all previous service packs. Also, each software release of the system contains the service packs from the previous software release.

  • Page 54: Determining The Software Release

    1. If necessary, log in as root. 2. At the command prompt, enter pkginfo -l AVir The system displays a message similar to the following: PKGINST: AVir NAME: Interactive Response Base System 1.0 CATEGORY: IVR ARCH: sparc.sun4u VERSION: 1.0.026 VENDOR: Avaya Inc.

  • Page 55: Determining If A Service Pack Is Present

    If this is not the service pack that should be on the system, use the pkgrm command to remove the package. To install the correct service pack package, you may need to download it from the Avaya Support Centre Web site. See Obtaining service packs on page 55 for more information.

  • Page 56: Installing A Service Pack

    Installation 4. From the navigation menu, select Interactive Response. 5. From the main display area of the browser window, select Software Downloads under the R 1.2 subheading. The browser displays a table listing the current software downloads. 6. In the Software Downloads table, select the link for the service pack you want to download.
  • Page 57 Working with service packs This package contains scripts which will be executed with super- user permission during the process of installing this package. Do you want to continue with the installation of <AV1-0qp> [y,n,?] 6. Enter Y for Yes. Note: Do not be alarmed by statement regarding super-user permission.

  • Page 58: Setting Up Features

    Setting up features ................61 Setting up user accounts To use the Web Administration interface to set up features on Avaya IR, you can use the root login and password, or you can set up one or more additional user accounts with the appropriate administrative privileges.
  • Page 59 Setting up features available in Avaya IR System Help (under "Print documents") or from the Sun Web site (http://www.sun.com). To establish user accounts on the Avaya IR platform: 1. Log in as root. 2. At the command prompt, enter admintool &...

  • Page 60: Starting The Web Administration Interface

    Installation Assigning Web Administration privileges A user account other than root must be set up with an Avaya IR privilege of Administration or Operations to log in to Web Administration. The Operations privilege allows access to fewer Web Administration menu items than the Administration privilege. For example, a user with an Operations privilege cannot administer Backup and Restore.

  • Page 61: Setting Up Features

    The system displays the Web Administration screen, the entry point for the Web Administration interface. Setting up features Once packages have been installed, Avaya IR features must be configured to provide the required functionality. Use the Web Administration interface or the command-line interface to administer features on the Avaya IR system.

  • Page 62: Backing Up The System For The First Time

    Installation Backing up the system for the first time Avaya strongly recommends that you create a full backup of the system after you have completed administering the features for the first time. By doing so, you will preserve your setup and minimize the amount of work you will need to do if the system becomes disabled and has to be restored.

  • Page 63: Restoring The System

    To restore the system from full backup, you must have the following items: • A full backup file on a server accessible to the Avaya IR system that you plan to restore • Avaya IR R1.2 Solaris OS for SunBlade 150 - CD 1 or Avaya IR R1.2 Solaris OS for Sun Fire 280R - CD 1...
  • Page 64 Set default network router IP address [y,n,?] Set Router IP Address (ex. Enter the IP address of the router. 192.1.7.254 ): Is router address <192.1.7.254> Enter Y for Yes if the router address is correct. correct [y,n,?] 64 Avaya IR R1.2 Installation...
  • Page 65 If incremental backups were made after the full The system boots and displays the backup, restore them using the Web console login prompt. Administration interface. For more information, see Creating and restoring backups in Avaya IR System Help. Issue 1.0 September 2003 65...

  • Page 66: Obtaining Release Notes

    Installation Obtaining release notes In addition to the information provided in the Avaya IR System Help, the Avaya IR Release Notes provides documentation changes and information on existing system issues. Release notes for Avaya IR are available at Avaya Support Centre Web site.

  • Page 67: Index

    Installing the modem • 8, 11, 18 Installing the NMS package • 8, 42 Installing the Sybase JDBC driver • 48 Index Installing the system base software from CD • 8, 21, 31 Installing the VoIP package • 8, 43 Network port usage •...

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