Avaya IQ Overview€¦ · Chapter 1: Introduction to Avaya IQ Avaya IQ is a reporting and analytics platform that consolidates real time data from Avaya customer service solutions

Avaya IQ Overview

Release 5.0June 2009

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2 Avaya IQ Overview June 2009

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Contents

Chapter 1: Introduction to Avaya IQ........................................................................................7Need more information?....................................................................................................................................8

Chapter 2: How Avaya IQ solves common contact center problems..................................9Reporting administration solutions....................................................................................................................9Reporting management solutions....................................................................................................................9Reporting design and technical solutions........................................................................................................10

Chapter 3: Avaya IQ functional description..........................................................................13Avaya IQ functional description diagram........................................................................................................13Avaya IQ components....................................................................................................................................14

Communication Data Mart......................................................................................................................14Data collection and processing..............................................................................................................15Reports..................................................................................................................................................15Administration........................................................................................................................................15

Network management....................................................................................................................................16Enterprise integration......................................................................................................................................16

Identity management system..................................................................................................................16Enterprise database..............................................................................................................................17

Data exports to external applications..............................................................................................................17Browser-based reporting and administration..................................................................................................17Data sources..................................................................................................................................................17

Data source terms..................................................................................................................................17Communication Manager interactions with Avaya IQ............................................................................18Proactive Contact interactions with Avaya IQ........................................................................................18Voice Portal interactions with Avaya IQ..................................................................................................19

Chapter 4: Avaya IQ deployments........................................................................................21Deployment terms..........................................................................................................................................21

application host computer......................................................................................................................21database host computers......................................................................................................................21source....................................................................................................................................................21site..........................................................................................................................................................21data buffering..........................................................................................................................................21

Deployment architecture overview..................................................................................................................22Subsystems....................................................................................................................................................23Host functions................................................................................................................................................23

Backend Database................................................................................................................................23Administration........................................................................................................................................23Data Processing....................................................................................................................................24Reporting................................................................................................................................................24Data Collection......................................................................................................................................24All Functions..........................................................................................................................................24

Site patterns....................................................................................................................................................25Dual Host site pattern............................................................................................................................25Multiple Hosts site pattern......................................................................................................................25Remote Data Collection site pattern......................................................................................................26

Deployment patterns......................................................................................................................................26Consolidated deployment pattern..........................................................................................................26


Distributed deployment patterns............................................................................................................28Database configurations................................................................................................................................30Turnkey configurations....................................................................................................................................31

Chapter 5: Support..................................................................................................................33Maintenance agreements................................................................................................................................33Requirements for support................................................................................................................................33Support limitations and restrictions................................................................................................................34Remote access for technical support..............................................................................................................34Support contacts............................................................................................................................................34

Chapter 6: Security..................................................................................................................37Security recommendations..............................................................................................................................37Avaya security offers......................................................................................................................................37Security documentation..................................................................................................................................38

Index.........................................................................................................................................39

Contents


Chapter 1: Introduction to Avaya IQ

Avaya IQ is a reporting and analytics platform that consolidates real time data from Avayacustomer service solutions and enterprise business resources to deliver reports that relateactivity to results.

Avaya IQ is for businesses with contact centers, also called call centers, that have anCommunication Manager as the centerpiece of the customer service solution. Avaya IQcollects call-traffic data, formats management reports, and provides an administrative interfaceto the Automatic Call Distribution (ACD) feature on Communication Manager. Avaya IQ alsomerges inbound call reports using Communication Manager, and outbound call reports usingProactive Contact, into a single report.

Avaya IQ provides many benefits, including:

• Single View of the Customer Experience: Integrates and consolidates performanceand customer data from across the contact center and business. You can retain alldetail data, providing the ability to drill-down or roll-up important details that defineboth agent activities and impact on the customer experience.

Avaya IQ helps organizations realize a single view of the truth. Important decisionsare based on facts with drill-down capabilities that make details immediately available.

• Unified View of Blended Agent Performance: Creates a unified view of blendedinbound voice call data from Call Center Software with outbound Proactive Contactinformation. Managers and supervisors have a unified rationalized view of agent andoperational performance against critical key performance indicators (KPIs).

• Agent Behavior Reporting: Includes customizable reports that highlight agent behaviorto which supervisors can immediately react versus culling through tables of datalooking for discrepancies.

Avaya IQ speeds analysis and resolution of problem agent behavior. Allowssupervisors to clearly understand impact on the customer experience.

• Out of the Box Reporting and Analytics: Out-of-the-box standard reports and analytics,such as cross-tab reports, give a relational view of performance indicators. Enablestrending or early customer opportunity detection.

• Web Reports: Avaya IQ is a web-based thin client that enables reports to be easilyshared across the business. Reports and analysis can be accessed from anywhere,posted online, distributed via email distribution lists, or individually e-mailed for therecipient to view, print or save as required.

Reduces or eliminates reporting administration and simplifies the ability to share thecustomer experience and customer service information with key stakeholders anddecision makers across the business.


• Time Zone Reporting: Supports the display of data in the time zone of choice for thereport user. Distributed contact centers can see a rolled up view using a corporatetime zone, for example, GMT, as well as a local time zone.

Distributed contact center supervisors and managers able to view reports local to theirsite, improving their analysis and response. Businesses benefit from a simpler,adaptable reporting and analytics framework that serves all constituents' needs.

• What's New With This Release: Release 5.0 provides substantial new functionalityincluding:

- Spanish (Latin) support of the user interfaces and the documentation. AvayaIQ also supports Simplified Chinese, French, German, Japanese, Korean,Brazilian Portuguese, and Latin Spanish.

- Turnkey configuration, allowing customers without DBAs to buy Avaya IQ withthe database, operating system, and application already installed.

- More report users, by providing a third data host.

Need more information?For more information about Avaya IQ, this Overview includes the following topics:

• How Avaya IQ solves common contact center problems on page 9

• Avaya IQ functional description diagram on page 13

• application host computer on page 21

• Security on page 37

• Maintenance agreements on page 33

If you need more overview information about Avaya IQ than what is provided here, see theAvaya IQ white papers at: http://www.avaya.com/gcm/master-usa/en-us/products/offers/iq.htm&View=ProdResources

Introduction to Avaya IQ


http://www.avaya.com/gcm/master-usa/en-us/products/offers/iq.htm&View=ProdResources

http://www.avaya.com/gcm/master-usa/en-us/products/offers/iq.htm&View=ProdResources

Chapter 2: How Avaya IQ solves commoncontact center problems

There are general challenges that every contact center experiences. Avaya has addressedthese challenges and many more with Avaya IQ. This section describes some of the moreprevalent contact center problems that Avaya IQ has solved.

Reporting administration solutionsIf you are a system administrator or network administrator, Avaya IQ provides the followingreporting administration solution:

For most contact center reporting systems, administrators must add agents separately on boththe switch and the reporting adjunct because each system has its own user interface anddatabase. Consequently, agent administration must be manually coordinated across systems.

Avaya IQ eliminates this problem by allowing administrators to enter agent names and relateddata one time on the switch. Once this administration is done, the switch automaticallypropagates administration information to Avaya IQ.

Related topics:Administration on page 15

Reporting management solutionsIf you are a contact center operations manager or supervisor, Avaya IQ provides the followingreporting management solutions.

One report for inbound and outbound callsYour contact center receives separate and lengthy reports from the switch (inbound calls) andfrom the predictive dialer (outbound calls). This uncorrelated view of contact center activitymakes it easy to misinterpret data. For example, an agent who shows high profits in anoutbound calling report may show a lack of productivity for the same time in an inbound callreport. A person reading either of these reports might not consider the other report. Therefore,contact centers often resort to manually consolidating reports by printing reports from eachsystem, and then combining both reports into a formatted spreadsheet. Manual consolidation isa labor-intensive exercise that frequently leads to errors.

Because Avaya IQ receives data from the Automatic Call Distributor (ACD) and the outbounddialer, it can merge the inbound call and outbound call reports into a single report. The


increased flexibility afforded by Avaya IQ’s consolidated database makes it easy to createviews of your data that were difficult to achieve when the data was stored on separate systems.

Accessible reportsMany contact centers have problems distributing reports to all the people who need to see thedata.

Avaya IQ’s Web-based reporting gives users access to previously inaccessible reports. Withthe appropriate permissions, users can access reports from a URL. This has the followingbenefits:

• Access to specific reports is not limited by location• IT support for remote users is eliminated because contact centers no longer need to

buy and maintain a client application on each desktop

Relevant reportsDifferent contact center personnel need to view the same data presented in different ways,and many reporting systems limit the way data can be presented. For example, differentpersonnel can require reports in different languages, for different levels of detail, for separatelocations, and so on.

Contact centers using Avaya IQ can easily create relevant reports that:

• Integrate real-time and historical data into one report• Create multilingual reports so that your contact center can support concurrent users

with different language needs• Use or change pre-built, out-of-the-box reports so that you do not have to create

reports from scratch• Create custom reports using a report designer, eliminating the need for programmers

to create custom reports• Create reports so that report users can view data for their location, time zone, function,

organization, or other user-defined views

Reporting design and technical solutionsIf you are designing an Avaya IQ solution for your company or if you provide technical supportfor a contact center, Avaya IQ provides more flexibility than any other reporting solution.

Most reporting systems deploy their application and database software on one server. AvayaIQ uses modular software functions that can be deployed on one server or across manyservers, depending on your requirements.

Easier and less expensive expansionWithout Avaya IQ, if you outgrow the capacity of your server and need more processing power,the only way to expand is to add more processors. If the server does not have spare processorsockets, you must buy an entirely new server and replace the old one.

How Avaya IQ solves common contact center problems


Using Avaya IQ, you can add a new server as needed without having to retire the old one.User requests can then be processed by any available server.

Improved performanceIt is difficult to tune the performance of a reporting system. Usually, the application anddatabase software have different and competing performance characteristics. For example,the database might require large memory buffers for report queries, while the application needsmemory for users.

With Avaya IQ, you distribute the application and the database onto separate servers so thateach is optimized to provide the highest performance.

ResiliencyThe reporting system can be susceptible to network failures when users and data applicationhost computers are located remotely from the server. This results in data loss or poorperformance.

Avaya IQ’s distributable architecture puts functionality close to the users and data sources.This allows data to be preserved and improves response times.

Reporting design and technical solutions


How Avaya IQ solves common contact center problems


Chapter 3: Avaya IQ functional description

Avaya IQ functional description diagramThe following diagram provides a description of all Avaya IQ functional components. For moreinformation about each component in the diagram, see the corresponding topic in this section.

1 Historical data migration

2 Call Management System (CMS)

3 Operational Analyst (OA)

4 Network management

5 Network management system

6 Enterprise integration


7 Identity management

8 Enterprise database

9 Data export to external applications

10 Browser-based reporting and administration

11 Data sources

12 Proactive Contact

13 Communication Manager

14 Avaya IQ

15 Data collection and processing

16 Communication Data Mart

17 Reports

18 Administration

19 Reports

Avaya IQ components

Communication Data MartSeparate reporting systems can cause data inconsistencies because of differences in eventmeasurements. A business would have to use a third-party product to export the data from theseparate databases into a common application, and then create custom reports to consolidatethe data. The Communication Data Mart eliminates the need to use a third-party applicationbecause Avaya IQ provides consistent reporting across products. The detail data generatedby multiple products is normalized by Avaya IQ and stored in the Avaya IQ database. You havea consistent view of contact center activities across different products.

All summary data is created from the detail data.

Avaya IQ functional description


Data collection and processingData collection and processing manages the events and data from the data sources. Data andevents are collected to buffer the data in case of a network failure and processed for historicaland real-time reporting. These data and events are then stored in the database.

Related topics:Host functions on page 23

ReportsAvaya IQ integration with Communication Manager and Avaya Proactive Contact enables yourcontact center to generate reports for agents who handle inbound voice calls, or for agentswho handle a combination of inbound and outbound voice calls. Avaya IQ reports provide thefollowing functions:

• Provide a high level of detail on contact handling events

• Allow you to view the detailed data from the perspective of the customer, the agent,or the contact center operation.

AdministrationAvaya IQ administration allows centralized control to your contact center operation. You canadminister resource permissions, reporting groups, contact center features, and Avaya IQfeatures all from one interface.

Avaya IQ administration includes the following capabilities:

• Administration access through a Web browser user interface, so there is no clientsoftware installation and maintenance

• Group your resources to reflect your business structure, from a broad to a fine levelof granularity

• Create user roles and permissions to control who has access to both administrationand sensitive reporting data

• Administer contact center resource attributes, such as agent queue (skill) assignment,and have those options synchronized with Communication Manager software

• Integrate your corporate enterprise directory with Avaya IQ to manage employeeaccess to Avaya IQ and eliminate redundant administration of report user names

Avaya IQ components


• Schedule administration changes to accommodate special or regular changes inbusiness needs and strategy

• Multiple language support for synonyms of static values that display in reports (forexample, yes or no, occupied or not occupied, and so on), auxiliary states (Aux. reasoncodes), and logout reason codes.

Related topics:Reporting administration solutions on page 9

Network managementYou can use a network management system to monitor your Avaya IQ hardware and software.Avaya IQ sends Signaling Network Management Protocol (SNMP) traps to the networkmanagement system when certain alarm conditions are detected. Traps can also be sent tothe Avaya alarm receiver.

Enterprise integrationEnterprise integration simplifies administration by enabling the incorporation of Avaya IQ datawith corporate data.

Identity management systemAn identity management system keeps an inventory of users, such as administrators andoperations managers, and tracks login permissions and passwords. Avaya IQ will integratewith your corporate identity management system so you do not have to manage separatedatabases. Your Avaya IQ login is your corporate user name and password.

The purpose of integrating with an identity management system is two-fold. First, you savetime adding administrative and report users manually because the users are automaticallysynchronized with Avaya IQ. All changes to your corporate directory are automatically pickedup by Avaya IQ. Second, password security is managed by your corporate directory and usersonly have to remember one login and password. When these users are automaticallyintegrated with Avaya IQ, you can then assign permissions to the users so they can accessadministration and reports as required by their jobs.



Enterprise databaseEnterprise data consists of any information stored in your corporate databases beyond thescope of identity management. For example, any information you store about your customers isconsidered enterprise data.

This data is made available to Avaya IQ for reporting purposes by integrating Avaya IQ withyour corporate database. Data can be imported into the Avaya IQ database to be displayedon Avaya IQ reports.

Data exports to external applicationsAvaya IQ data is compatible with many external applications. Avaya IQ has a data exportfeature you can use to send data to other applications. Some applications that can use thisfeature are workforce management systems, wallboards, and agent adherence applications.

Browser-based reporting and administrationUsers access the Avaya IQ user interface from an internet browser to run reports andadminister Communication Manager.Avaya IQ users direct their internet browser to apredetermined URL. Browser-based reporting and administration has the advantage ofsimplifying desktop maintenance by eliminating the need to install or upgrade additional clientsoftware.

Data sourcesCurrently, Avaya IQ supports data links from the following data sources:

• Communication Manager

• Avaya Proactive Contact

• Voice Portal

Data source terms

CommunicationManager

The Avaya communication server that organizes and routes voice, data,image, and video transmissions for a specific business. It can connect

Data exports to external applications


to private and public telephone networks, ethernet LANs, ATMnetworks, and the Internet.

Avaya ProactiveContact

The Avaya predictive dialing application that manages high-volumecontact center operations. For example, Proactive Contact can be usedto sort out answering machines and busy signals before delivering livecalls to an agent.

Queue A holding place for incoming calls that are waiting to be processed anddistributed to agents. A queue is also known as a skill onCommunication Manager and a job on Proactive Contact. On ProactiveContact, a job - or queue - is a queue of outbound calls waiting to beplaced and distributed to agents.

Proactive ContactSupervisor

An application used to manage outbound contact center activities andgenerate reports. Proactive Contact Supervisor and CMS Supervisorare separate and different applications.

Resource An entity that can be managed for administration or reporting purposes,such as contact center agents, queues, routing points, administrationand report users, trunks, and so on.

Routing point The telephone number used to route calls into the contact center routingprocesses. A routing point is also known as a Vector Directory Number(VDN).

Communication Manager interactions with Avaya IQContact center resources are synchronized with Avaya IQ if you use Communication Managerversion 3.1 or later. When you initialize the link between Avaya IQ and CommunicationManager, the contact center resources synchronize for the first time. This synchronizationsaves you time with routine administration tasks. After you establish the Avaya IQ andCommunication Manager link, Avaya IQ supports direct administration of contact centerresources in the Communication Manager software.

The Communication Manager contact center resources you can administer are:

• Agents

• Routing points

Proactive Contact interactions with Avaya IQAvaya IQ collects agent outbound call information from Proactive Contact when agents aresupporting both inbound and outbound calls through agent blending. You still require ProactiveContact Supervisor to provide reports for outbound calls and jobs. Avaya IQ does not supportadministration of the Proactive Contact software.



Voice Portal interactions with Avaya IQVoice Portal connects to Avaya IQ via a batch input interface. On a scheduled basis, AvayaIQ collects the Call Detail Records and Sessions Detail Records stored in the Voice PortalManagement System (VPMS). This data is made available in conjunction with information fromthe Communication Manager to provide cradle-to-grave and combined summary reporting. Toaccess the Application Detail Records you need to continue to use VPMS.

Data sources




Chapter 4: Avaya IQ deployments

Deployment terms

application host computerA host computer where the Avaya IQ software is installed. Application host computers cancontain any of the host functions except the Backend Database.

database host computersA host computer where the database software used for Avaya IQ is installed. The databasehost computer is where the Backend Database host function is installed.

sourceThe application that provides data to Avaya IQ. Communication Manager and ProactiveContact are considered sources of Avaya IQ data. Also called data sources.

siteThe customer location where the Avaya IQ host computers are deployed.

data bufferingA function that saves the events being sent by a data source to a buffer on a disk file or localdatabase before being sent over the network. If the network fails, the events continue toaccumulate in the buffer.

When the network is restored, the events in the buffer are sent ahead of any new events comingfrom the source. This ensures that event loss is minimized if there is a network failure, or if


some other failure at the destination prevents events from being processed, such as a failure ofthe main database server. Avaya recommends that every remote site has data buffering. Alsocalled, event buffering.

The Data Collection host function performs the data buffering for the site.

Deployment architecture overviewThe design of an Avaya IQ system is flexible so that you can optimize the configuration basedon your specific needs and requirements. Avaya IQ uses modular software functions that canbe deployed on one application host computer or across many application host computersdepending on your requirements. Avaya IQ can be deployed:

• At a single site or distributed across multiple sites based on the geographic distributionof your contact centers

• On a single application host computer or on multiple application host computers basedon your performance requirements

• Based on your need for data buffering across a Wide Area Network (WAN)• Based on your capacity requirements for agents, supervisors, call volumes, and so on

Avaya IQ deployments can best be summed up by stating that software subsystems arecombined to create host functions. Host functions are then combined to create site patterns,which in turn are used to create deployment patterns.

1. Modular software subsystems provide the core Avaya IQ functions.2. Host functions are the permitted combination of subsystems that can be deployed

on a single application or database host computer.3. Site patterns are a combination of host functions at one customer site.4. Deployment patterns consist of local and remote site patterns that make up the

entire customer configuration.

Avaya IQ deployments


SubsystemsAll of the Avaya IQ software is organized into functional modules, called subsystems. Forexample, all of the software written for event management is contained within one subsystem,while all report management software is contained within another subsystem.

This type of modular architecture means that you can deploy subsystems across multipleapplication host computers. This can increase performance, improve resiliency, and makegrowth easier and less expensive.

Some examples of subsystems are Real-Time Report Execution and Historical DataManagement.

Host functionsHost functions are the permitted combination of subsystems that can be deployed on a singleapplication host computer. The best way to describe a host function is to think of a specificAvaya IQ software function, such as administration, and all of the software subsystems thatsupport this function. Each host function is deployed on its own application or database hostcomputer and enforced by administration during implementation.

Related topics:Data collection and processing on page 15

Backend DatabaseThe Backend Database host function is the configuration of the database on one hostcomputer. The Implementation Planning Tool will never configure the database on the samehost computer with any of the Avaya IQ application software.

AdministrationThe Administration host function contains the administration and data management functionson one application host computer. Only one administration host is required per contact center.

Subsystems


In a distributed deployment pattern, this application host computer is located at the main sitebecause it provides system-wide features and services.

Data ProcessingThe Data Processing host computer processes the events and data used for historical andreal-time reporting and stores this data in the database. A contact center can deploy multipleData Processing hosts if growth is anticipated.

ReportingThe Reporting host function contains the reporting applications, report access, historical andreal-time report execution, report authoring, and the Web server used for the reporting userinterface. A contact center can deploy an extra Reporting host if growth is anticipated.

Data CollectionThe Data Collection host function preserves the events and data from the data sources on oneor more application host computers. The main purpose of the Data Collection host functionis to prevent data loss in case of network failures. You need a Data Collection host if you have aWAN between your data source and your Data Processing host and you require networkreliability. Your contact center can deploy multiple Data Collection hosts for growth andreliability.

All FunctionsThe All Functions host combines all of the functions of the individual application host computersexcept the backend database. This host function is appropriate for small deployments that do



not require separate host computers for Data Processing, Data Collection, Administration, andReporting and is located at the main site.

Site patternsA site pattern is a configuration of host functions at one customer site. For example, you candesign your deployment so that one customer site does nothing but collect data, while anothercustomer site performs all Avaya IQ functions except data collection functions.

Dual Host site patternThe Dual Hosts site pattern has the following characteristics:

• Located at the main site.

• All Avaya IQ functions are on one application host computer, except for the database.

• Recommended for customers with limited projected growth because expansionrequires upgrading or replacing the existing application host computer, or redeployingthe system as a Multiple Host site pattern.

The following table lists the number of host functions in a Dual Hosts site pattern.

Host function Allowed quantity at site

All Functions One

Backend Database One

Multiple Hosts site patternThe Multiple Hosts site pattern has the following characteristics:

• Located at the main site.

• Recommended for customers who anticipate growth or require higher capacities thana Dual Hosts site pattern.

• All Avaya IQ functions are distributed across multiple application host computers forreliability.

• Can be easily expanded by adding more application host computers. For example,you can add a Reporting host computer to add more users. You can also add DataProcessing host computers to add more data sources.

The following table lists the number of host functions in a Multiple Hosts site pattern:

Site patterns


Host function Allowed quantity per site

Data Processing One or two

Backend database One

Reporting Up to three

Administration One

Remote Data Collection site patternThe Remote Data Collection site pattern has the following characteristics:

• Located at a remote site.

• Recommended for customers who want data buffering at remote locations in the eventof a WAN failure.

The following table lists the number of host functions in a Remote Data Collection site pattern.

Host function Allowed quantity per site

Data Collection 1 - 8 if working alongside a dualhost site pattern

1 - 16 if working alongside amultiple host site pattern

Deployment patternsA deployment pattern is a combination of site patterns that create the entire customer system.For example, a deployment pattern may consist of a site pattern at a local site combined withthe site patterns at one or more remote sites.

Deployment patterns also define the kinds of deployments that are supported by Avaya.Deployment patterns that span sites are designed to provide the best performance andreliability, and are optimized for growth.

Consolidated deployment patternThe Consolidated deployment pattern has the following characteristics:

• All application and database host computers are consolidated at one main site.• Data Sources can be local or remote.



Dual Hosts Consolidated deployment pattern

A Dual Hosts Consolidated deployment pattern consists of a Backend Database and an AllFunctions host computer both located at the main customer site and no data buffering (RemoteData Collection site pattern) at any remote site.

In the following example, the customer has a contact center located at site A where AvayaIQ is deployed, and a remote contact center at site B. Both sites contain CommunicationManager data sources and contact centers.

Note:Turnkey deployments use the Dual Host Consolidated pattern.

Multiple Hosts Consolidated deployment pattern

A Multiple Hosts Consolidated deployment pattern consists of multiple application hostcomputers located at the main customer site and no data buffering at any remote site.

In the following example, all Avaya IQ application host computers are located at site A. Contactcenters are located at sites B, C, and D. The Data Processing host at site A collects datafrom all of the contact centers. Since there are no Data Collection host computers at the remotesites, a WAN failure results in a loss of data from the affected sites. Report users at all sitesaccess reports from theReporting hosts at site A. Multiple Reporting application hostcomputers provide the reporting capacity. Additional application hosts can be added if reportusage or call volume increases.

Deployment patterns


Distributed deployment patternsDistributed deployment patterns will be available in a future release.

Dual Hosts Distributed deployment patterns

Dual Hosts Distributed deployment patterns consist of a Backend Database and an AllFunctions host computer both located at the main customer site and one or more DataCollection host computers located at a remote site.

In this example, site A is the main site and the primary Avaya IQ functionality is located on oneapplication host computer. Site B and site C are remote Data Collection sites that provide databuffering of source data in case of a WAN failure. These deployment patterns are suitable forcustomers with limited growth potential and availability needs but want protection from dataloss at remote sites in the event of a WAN failure.



Multiple Hosts Distributed deployment patterns

Multiple Hosts Distributed deployment patterns consist of multiple application host computerslocated at the main customer site and Data Collection host computers located at one or moreremote sites. This deployment pattern will be available in a future release.

In this example, site A is the main site. To accommodate future growth, you can add Reportinghost computers to add more users, and add Data Processing host computers to add more datasources to this site. Site B is a remote Data Collection site that collects data from sites B, D,and E. Site C is another remote Data Collection site that collects data from remote sites Cand F. The data collected at sites B and C are buffered to protect against any WAN failures.This customer has chosen to deploy three fewer application host computers by consolidatingdata collection at sites B and C. A WAN failure affecting the link between sites F and C wouldcause a loss of data from site F.

Deployment patterns


Database configurationsTypically, the database used for Avaya IQ is on its own separate host computer. The databaseand the Avaya IQ application are located on separate host computers because both havedifferent performance characteristics that require different configurations.

For a software-only deployment, the customer purchases the database hardware. For aturnkey deployment, the database hardware is provided by Avaya.

Each Avaya IQ deployment requires one database.

Database host computerYou can run the Avaya IQ database on a database host computer shared with other enterprisedatabases, as long as the database host computer is running the correct version of Oracle andprovides the capacities specified by your account representative.

You must provide a database host computer. It can be a dedicated host computer, or it can beon a shared host computer with other enterprise databases.

Database operating systemIt does not matter what operating system is used for the database host computer since AvayaIQ does not install any software on the database host computer.



Turnkey configurationsEven through Avaya IQ is a software-only offer, you also have the option of ordering a completeAvaya IQ system that includes the hardware and software required to use Avaya IQ. Thesoftware is partially pre-configured by Avaya and will be installed and configured on-site byAvaya or Business Partner personnel. For Release 5.0 of Avaya IQ, the turnkey deploymentis an All Functions application host and the database host.

Turnkey configurations




Chapter 5: Support

Maintenance agreementsThe Avaya Consulting and Systems Integration (C&SI) organization offers a complete rangeof professional services that includes everything from initial planning and design throughsupport of the Avaya IQ system. For more information about C&SI offers, contact your accountrepresentative or call C&SI. For contact information, see Support contacts.

Related topics:Support contacts on page 34

Requirements for supportWhen you contact your Avaya support representative, be prepared to provide the following:

• Your full name, organization, and telephone number where an Avaya representativecan contact you about the problem

• The Sold To number, also known as the Functional Location (FL) number• A description of the problem• The type of service contract your organization has with Avaya.• Your Communication Manager, Proactive Contact, and Avaya IQ release information• A description of the Avaya IQ hardware, Avaya IQ deployment, operating system

software, and database software• A description of any C&SI contracts for Avaya IQ• Remote access to the Avaya IQ systems

For more information about remote access, see Remote access for technical support.

Important:Always read the Troubleshooting document and visit the InSite web site before contactingtechnical support.

Related topics:Remote access for technical support on page 34


Support limitations and restrictionsThe following limitations or restrictions apply to Avaya IQ software support:

• The Avaya IQ software warranty only applies to the software media. The Avaya IQsoftware warranty does not apply to the entire Avaya IQ solution. If the problem isnot a direct issue with the actual Avaya IQ software, you might be charged for softwaresupport. At this time, the only exception to this rule is software bug issues.

• You must purchase an Avaya service contract, or you might be charged for softwaresupport. If you are uncertain about the details or expiration date of an existing servicecontract, contact your Avaya sales representative.

• Do not add hardware or software to the Avaya IQ configuration that does not meetAvaya’s requirements. If your Avaya support representative suspects non-standardhardware or software is causing Avaya IQ related problems, you will be asked toremove the components that are out of compliance.

Remote access for technical supportAvaya support personnel require remote access to provide technical support. You must set upone of the following methods in order to provide remote access:

• Secured Access and Control Lite (SACLite): For more information about SACLite, goto http://support.avaya.com/sac/

• Web Conferencing

Support contactsContacting Avaya technical supportAvaya provides support telephone numbers for you to report problems or ask questions aboutyour product.

For United States support:

1- 800- 242-2121

For international support:

See the 1-800 Support Directory listings on the Avaya Web site: http://support.avaya.com/

Contacting Consulting and Systems IntegrationContact the Consulting and Systems Integration (C&SI) organization for more informationabout maintenance offers.

Support


http://support.avaya.com/sac/

http://support.avaya.com/

If you are within the United States you can call 1-866-282-9266.

U.S. and international customers can also visit the Contact Center C&SI Web site.

Escalating a technical support issueAvaya Global Services Escalation Management provides the means to escalate urgent serviceissues. For more information, see the Escalation Management listings on the Avaya Web site.

Oracle database supportGo to www.oracle.com.

Support contacts


http://www.oracle.com/

Support


Chapter 6: Security

Avaya makes every possible effort to ensure that it’s products are secure and reliable. Avayahas an ongoing process to track and correct any security issues related to its products. Youmust be aware of, and fix security vulnerabilities as they arise.

Security recommendationsThese security recommendations will not guarantee complete system security, but they willmake your Avaya IQ system less susceptible to unauthorized system access and misuse.

Avaya recommends that you:

• Control and monitor who has access to your Avaya IQ system

• Place the Avaya IQ hardware components in an area restricted to persons of trust

• Create, publish, and enforce security policies that are relevant to your enterprise

• Follow industry best security practices for your network, servers, clients, data, anddatabase

• Use appropriate user management, password management, and role-based accesscontrols

• Generate data backups regularly

• Store all data backups and all original software in a secure location on site

• Store a copy of the data backups at a secure off site location

• Provide secure remote access infrastructure and policies

• Review log files for suspicious activity on a routine basis

• Do not use utilities that transmit passwords and other sensitive data in clear text

• Consider using encryption when you store sensitive data

• Use the Avaya IQ certificate management capabilities to create secure links

Avaya security offersYou can contact the Avaya Consulting and Systems Integration (C&SI) organization for moreinformation about specific security offers such as audits, hardening, and infrastructure forsecure remote access.


Security documentationGo to http://support.avaya.com/security, for specific information about:

• Avaya’s Product Security Vulnerability Response Policy

• Avaya’s Security Vulnerability Classification

• Security advisories for Avaya products

• Software patches for security issues

• Reporting a security vulnerability

• Automatic e-mail notifications of security advisories

Go to http://www.nsa.gov/snac/, for more information about security practices.

Security


http://support.avaya.com/security

http://www.nsa.gov/snac/

Index

A

about AvayaIQ .............................................................8administration .............................................................15Administration host function .......................................24All Functions ...............................................................25application host computer definition ...........................21Avaya Communication Manager ................................18Avaya Proactive Contact, see Proactive Contact .......17Avaya Web Conferencing ...........................................34

B

Backend Database host function ................................23browser-based reporting and administration ..............17buffering, see data buffering .......................................21

C

C&SI .....................................................................33, 34Communication Data Mart ..........................................14Communication Manager ......................................17, 18Consolidated deployment pattern ...............................26

D

data bufferingabout ....................................................................21

data collection and procesing .....................................15Data Collection host function

about ....................................................................24data exports to external applications ..........................17Data Processing host function ....................................24database configurations .............................................30database host computer definition .............................21deployment architecture overview ..............................22deployment patterns ...................................................26design and technical solutions ...................................10Distributed deployment patterns .................................28Dual Hosts Consolidated deployment pattern ............27Dual Hosts Distributed deployment patterns ..............28Dual Hosts site pattern ...............................................25

E

enterprise database ....................................................17enterprise integration ..................................................16event buffering, see data buffering .............................21

exporting data to external applications .......................17external applications ...................................................17

F

functional description diagram ....................................13

H

host functions .............................................................23

I

identity management ..................................................16integration ...................................................................16

M

maintenance agreements ...........................................33management solutions .................................................9Multiple Hosts Consolidated deployment pattern .......27Multiple Hosts Distributed deployment patterns .........29Multiple Hosts site pattern ..........................................25

N

network management .................................................16

P

Proactive Contact .................................................17, 18Proactive Contact Supervisor .....................................18problems solved by Avaya IQ ......................................9

R

remote access security information ............................34Remote Data Collection site pattern ...........................26reporting administration solutions ................................9Reporting host function ..............................................24reports ........................................................................15requirements for support ............................................33requirements, see Planning for Design document .......7


Ssecurity .................................................................37, 38

documentation .....................................................38recommendations ................................................37

security offers .............................................................37site definition ..............................................................21SNMP traps ................................................................16solutions provided by Avaya IQ ....................................9sources

list of .....................................................................17subsystems ................................................................23support contacts .........................................................34support limitations and restrictions .............................34

Ttechnical solutions ......................................................10

turnkey configurations ................................................31

V

VDN, see routing points .............................................17Vector Directory Number, see routing points ..............17Voice Portal interactions .............................................19

W

Web Conferencing ......................................................34WebEx ........................................................................34

Index


Documents

Avaya IQ Overview€¦ · Chapter 1: Introduction to Avaya IQ Avaya IQ is a reporting and analytics platform that consolidates real time data from Avaya customer service solutions